Enabling email actions in the activity log using the Compose Email component

As an administrator, enable email action support in the activity log for your custom application by using Compose Email component. With this capability, case agents can use email actions such as Reply, Reply All, and Forward in the activity log and send notes for quicker communication with the requester. Furthermore, case agents can view email communications within the activity log,

The Compose Email component is available in the Shared Components section of the View designer and is visible only if the Shared Components bundle is deployed: 

Before you begin

• Make sure to enable automatic ticket creation from emails for your custom application.
  For more information, see Enabling automatic ticket creation from emails for a custom application.
• Define functional roles for the following functional areas in your custom application
  • Email
  • Social
  • Line of business
  • Notification

            For more information, see Creating and assigning functional roles.

Out-of-the-box sample views

When setting up the Compose Email component in your application, you can use the out-of-the-box sample views for easier configuration. You can customize them according to your requirements.

The following out-of-the-box samples are available for Compose Email component:

• Sample - Email Box Console for Custom Applications
• Edit Email Configuration for Custom Applications
• Sample-Compose Email for Custom Applications
• Sample- Email Template Console for Custom Applications
• Create Email Template for Custom Applications
• Edit Email Template for Custom Applications

The following out-of-the-box samples are available for the Activity notes:

• Activity Notes Template- Edit for Custom Applications
• Activity Notes Template- Select for Custom Applications
• Sample- Activity Notes Template Console for Custom Applications
• Activity Notes Template Message- create for Custom Applications
• Activity Notes Template- create for Custom Applications

Task 1: To register Social Type

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Under Settings, select Social > Social Registration.
3. Click + New Registration.
4. Add the Social Type that you want to add for your custom application.
5. Add Record Definition Name and Application Bundle ID for your custom application.
6. Click Save.

The following image shows a newly registered Social Type as BCT:

After you create a Social Type, it is used to configure the Activity Log component.

Task 2: To configure the Compose Email component

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select the application for which you want to add a Compose Email component.
3. On the Views tab, select the name of the view definition to which you want to add the Compose Email component.
4. From Palette, drag the Compose Email component to the canvas.
5. In the Properties pane, click Settings , and then specify the properties.
   The following table provides information about the properties:

   Property	Description	Example
   General
   Application	For a custom application, select Other.
   Subject	Define an expression for the email subject to use when you send the email at runtime.
   Display ID	Define an expression for Display ID.
   Record Definition	Select the record definition associated with the record.
   Person ID	Select the requester associated with the ticket.
   External Email Id	Select the external email associated with the ticket.
   Enable Email Draft	Use the toggle key to save email as a draft.
   Attachment Group Id	Not applicable for a custom application
   Allow BCC Recipients	Use the toggle key to show or hide BCC recipients.
   Email Template
   Enable Email Template	Use the toggle key to enable email template selection.
   Line of Business	Map the relevant line of business for the email template.
   Company	Enter the company name.
   Ticket Properties
   Ticket Id	Enter the ticket Id.

The following image shows an example of the Compose Email component used in the Email Box Console view for a custom application:

Task 3: To configure the Activity log component

To view email actions in the activity log, configure the Activity Log component for the newly registered Social Type and application as Other. For more information about configuring the Activity Log component, see Tracking activities using the Activity Log component.

The following image shows an example of the Activity Log component configured for the newly registered Social Type, BCT:

Result

The following image shows the email actions and activity note in the activity log for a custom application:

Related topics

Defining user interface through view definitions