Using the Address Book

The address book enables you to select multiple email recipients or senders without having to enter their individual full email addresses. It automatically obtains names and email addresses from the Employee and ExternalContact business objects.

The address book user interface is accessed within any email-related business object. For example, when defining a quick action that generates an email, the address book appears.

You can add contacts from your organizational unit user or team list.

Creating Users or Teams for a Quick Action Email

Open the Quick Action Configuration window. See Quick Actions.

From the Create New Actions tab, click Send Email. The Quick Action Configuration (Send Email) page appears.

In either the From or To field, click Address Book. The Select Email Addresses window appears.

To add users, select the Users tab. To add teams, select the Teams tab. A list of users or teams appears.

At the bottom of the window, click Add. A blank field appears.

Enter the user or team email address, then click Add.

Click OK. The new item is added.

Add other information as needed, then click Save.

Using the Address Book

Within the Service Desk Console, open the Email workspace. A list of emails appears.

Double-click a record to view the details.

Email Details Page

Next to the corresponding address field, click Address Book. The Select Email Addresses window appears.

Select Email Addresses Window

From: The from address can only contain one email address. By default, the owner is the sender. In some cases (such as when defining a quick action), you can designate a different sender.
To: The primary email recipients
CC: The secondary email recipients. (Literally means "carbon copy".)
BCC: Secondary email recipients whose addresses are not seen by other recipients. (Literally means "blind carbon copy").

Select the email addresses that you want under each tab: Contacts Related To, Users, Teams, and Contact Groups. The selected options appear at the bottom of the window.

Click OK. The addresses appears in the corresponding address field.

Adding the Address Book to a Form

From the Configuration Console, open the business object to which you want to modify the form, then select the Forms tab. A list of forms appears.

Choose a form name (for example, ChangeDetails). The form opens.

From the Show control borders pane, open Other. A list of controls appears.

Add a cell to the form, then insert a text field (such as Approver or Email) into the cell. Ensure that the text field is not read-only.

Each cell can only contain one field.

Drag the address book control onto the cell with the text field. The address book control appears on your form next to the text field.

Placing the Address Book Control on a Form

Click Save. The next time a user logs in, they will see the address book on the form.