Communication is essential to pass information regarding any transaction that is related to a ticket raised by a requester. Serviceaide Intelligent Service Management 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.

Communication templates enable an appropriate structure, and ensure uniform and timely communication to all stakeholders related to a ticket. Communication templates are available for different ticket types. A communication template is a predrafted email template containing the text to communicate. When communication templates are used, information from the relevant field of the ticket is populated into the email communication. As an analyst you can send a ticket worklog as an email or can compose an email. You can also use an available template to send emails. You can modify an email that is created using a communication template before the email is sent. You can also send emails to contacts outside your contact records. For information about how incoming and outgoing emails are processed, see How Email Handling Works.

This article provides information about how to send an email communication from the ticket.

Send Email from a Ticket

Sending an email from a ticket allows you the ability to communicate from a ticket. All emails to and from the ticket can be stored and accessed from the ticket.

Follow these steps:

Navigate to WORKSPACES> 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.
Note:
- 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.
- 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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