Using Email

With Service Manager you can send, receive, forward, modify emails. However, when composing an email, be noted that the size of the email body should not exceed 2 Mb.

Viewing Email

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Double-click an item from the list to view details.

Viewing a Parent Record

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Select an email.

4.Click Open to Parent from the toolbar.

5.Modify the record as needed.

6.Click Save.

Replying or Replying All to an Email

You can reply or reply all to an email in the Email workspace, and add text or attachments.

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Open the email.

4.Edit the email as needed.

•Enter any added text into the Message text box.

•Paste from clipboard: For on-premise users only. Pastes any text on the computer clipboard into the message. You must have the clipboard data plugin installed to use this feature.

•Add Attachment: Adds an attachment to the email.

5.Do any of the following:

•Click Reply. The reply message is sent to the first address listed.

•Click Reply All. The reply message is sent to all addresses listed.

The Reply buttons disappear and the message is ready to send.

6.Click Save. The message is not sent until you save.

After saving, the buttons appear again.

Forwarding an Email

Emails containing attachments are automatically forwarded with the attachments. You can, however, add additional attachments (limited by server capability).

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Open the email to forward.

4.Edit the email as needed.

•Enter any added text into the Message text box.

•Paste from clipboard: For on-premise users only. Pastes any text on the computer clipboard into the message. You must have the clipboard data plug-in installed to use this feature.

•Add Attachment: Adds an attachment to the email.

5.Click Forward. The buttons disappear.

6.Enter the forwarding email address in the To box.

7.Click Save. The message is not sent until you save.

After saving, the buttons appear again.

Modifying an Email

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Open the email to modify.

4.Modify the email.

5.Click Save.

Resending an Email

1.Log into the Service Desk console.

2.Open the Email workspace. A list of emails appears.

3.Select the email to resend.

4.From the toolbar, click Resend email.