Use the Email Message window to create and send emails directly
from within CSM.
To send emails, an email account must be set up. Users who have email security rights can
personalize and use a global email account (configured by an administrator) to send emails.
Also configure a personal email account for special circumstances, such as sending email
from home or an off-site location.
To send an email:
- Do one of the following:
- In the Send Via drop-down list, select the email account to send
the message from.
Note: This is automatically set to the default email account. The default
account is set in CSM Administrator, or by the user if the user has security rights.
- Select a From Address. If this field is not visible and you want to make a selection,
select the control visible fields drop-down list
and select From
Field.
Note: This is automatically set to the default From Address defined for the
account used to send the email. If using a global email account, the From Settings were
defined by an administrator when configuring global email accounts. Users who have email
security rights can customize the options for From Addresses in a global email account..
If the user is using a personal email account, the options for From Addresses are
defined when configuring the account.
- Select the To, Cc, or
Bcc buttons to open the address book and select email recipients.
The Bcc line is only available in the Desktop Client.
- E-mail Current Customer: If selected and CSM can identify a customer's email address from the current page (example:
From an Incident Record), then the To line is automatically populated with that address.
Note: If CSM cannot find a customer's email address, it returns an error
message: Customer email address was not found. Ensure the email
from a record that has an active customer is being sent. If it does and an error is
still received, see an administrator.
- E-mail all members of a Team: Select the team from the
Address Book or provide team:name, where name is the name of the team, or Customer
Workgroup by typing workgroup:name.
- Provide a subject for the email.
- Compose the message and format it using the email message toolbars.
- Select Attachment Options for attaching files, links, etc. to
emails.
- Customize where to store email.
- Select Send.
If the Esc key is pressed at any point
during the message creation, an email message opens. Select OK to
abandon and delete the message.