Using Email
This section describes how to use email within HEAT.
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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. |
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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. |
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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 ![]() |
After saving, the buttons appear again.
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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 ![]() |
After saving, the buttons appear again.
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1. | Open an email record from the Email workspace. |
2. | Modify the email. |
3. | Click Save. |
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1. | Within the Email workspace, select the email that you want to resend. |
2. | From the toolbar, click Resend email. |