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Communication is essential to pass information regarding any transaction that is related to a ticket raised by a requester. ServiceAide Cloud Service Management (CSM) allows you to send and receive emails that are related to the ticket directly from the application. The administrator configures emails to be sent automatically when a workflow action is executed. |
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Sending an email from a ticket allows you the ability to communicate from within a ticket. All emails to and from the ticket can be stored and accessed from within the ticket.
Follow these steps:
- Navigate to WORKSPACES, SERVICE DESK, andWORKSPACES> SERVICE DESK> Ticket Center.
- Open the desired ticket and click Actions, Send Mail under Service Desk.
Select an available communication template. Select the locale.
Click the calendar icon against the Do Not Deliver Before field. Select a schedule for the email, specify other necessary information, and click Send.
The To, CC, BCC, and the Subject field of the email must not exceed 512 characters. The message body of the email must not exceed 4000 characters.Info If you set a schedule here, the Regenerate Message on Send option is enabled. Values for place holders in the template are regenerated when the communication is sent. Examples are Status, Assigned to Group, and so on.
Note You can collectively send and receive maximum of 2000 incoming and outgoing email communications, that is, 1000+1000=2000. If you exceed the limit, an automatic email notification is sent to you.
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