Using Email

Viewing Email

1.

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

2.

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

Viewing a Parent Record

1.

Select an email from the Email workspace, then click Open to Parent from the toolbar.

2.

Modify the record as needed.

3.

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.

Open the email from the Email workspace. The email form appears.

2.

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. See Clipboard Data Plugin
Add Attachment: Adds an attachment to the email.

3.

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.

4.

Click Save

from the toolbar. 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.

Open the email from the Email workspace. The email form appears.

2.

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. See Clipboard Data Plugin

Add Attachment: Adds an attachment to the email.

3.

Click Forward. The buttons disappear.

4.

Enter the forwarding email address in the To box.

5.

Click Save

from the toolbar. The message is not sent until you save.

After saving, the buttons appear again.

Modifying an Email

1.

Open an email record from the Email workspace.

2.

Modify the email.

3.

Click Save.

Resending an Email

1.

Within the Email workspace, select the email that you want to resend.

2.

From the toolbar, click Resend email.