Service Manager powered by HEAT

Example: Using the Send Email Quick Action

You can use the Send Email quick action to send an email to interested parties (requester, service owner, and so on) when a record is in a specific state. For example, you can create Send Email quick actions to send emails to the incident owner team when a new incident is assigned.

See Service Manager powered by HEAT.

1.From the Configuration Console, click Build > Automation Tools > Quick Actions to open the Actions Manager workspace. The list of business objects that have quick actions appears.

2.Click Add/Edit for the Incident business object. The Quick Actions Center appears.

3.Click the Create New Actions tab.

4.Click Send Email. The Send Email Configuration workspace appears.

5.Enter the following information:

Field	Description
Enter action name	A name for this quick action. For example, New Incident Assigned.
Enter action description	An optional description.
Enter category	A category for this quick action. Select Notifications from the drop-down menu.

6.In the Action Settings section, enter the following:

Field	Description
Apply action to	By default, the quick action is applied to the selected business object. However, you can select a child or grandchild business object to run this quick action against a relationship. The email is then sent for each instance of the child record. Click Incident, then navigate to the child or grandchild business object, and click OK.
Publish to	The roles that need access to this quick action.

7.Customize the Send Email quick action by entering data into the remaining fields:

Log in Journal	Specifies which emails to keep. Select one of the following: All: Default. Keeps all emails. Failed: Keeps only failed emails. Log in to the application and open the Email workspace.   The list in the Email workspace contains a column called Sent that indicates if the system sent the email. If you set this parameter to Failed, the system enters an N (for no) in this column.
From	The email address from which to send this email.
To	The email address to which to send this email.
Add CC	Recipients to be copied on the email.
Add BCC	Recipients to be blind copied on the email (not have their address listed).
Address book	Opens the address book to enter email addresses. See Using the Address Book
Enter an expression	Click Search next to a field to open the Edit Expression window. Double-click any of the folders to expand it. Select and double-click any of the functions or fields. Subject: The subject of the email. For example, Incident# $(IncidentNumber) is assigned to you. Body: The body text using expressions and field separators. From the email, you can include a URL that takes the user to the record in the business object workspace in the client application or to the record, if the business object workspace is available, in the Self-Service portal.

8.Select the following options for attachments:

Option	Description
Attach a file	Navigates to a file (document or image) to attach. Any format or size is permitted, but large files might not be accepted by the email server of the recipient.
Attach from related	Navigates to a related business object. Click OK.
Prompt for attachments	Prompts the user to provide an attachment when the record is saved. By default, this option is set to Off. Click to toggle between On and Off.

9.Click Save.