Using the Send Email Quick Action

You can use the Send Email quick actionA user-defined operation that performs one or more actions with a single click of the mouse. to send a notification email to interested parties (requester, owner, and so on) when the record is in a specific state. For example, you can create Send Email quick actions to send notification emails to the incident owner team when a new incident is assigned.

Open the Quick Actions CenterAllows you to create and edit quick actions associated with the workspace or object context. for the incident business object.

From the Create New Actions tab, click Send Email. The Send Email Configuration page appears.

Enter the following information:

Field	Description
Set Action Name	A name for this quick action. For example, New Incident Assigned.
Assign a Category	Select Notifications from the drop-down menu.

In the Action Settings section, enter the following:

Field	Description
Apply Action to	By default, the action is applied to the incident (selected object). However, you can click to select a child or grandchild object to run this action against a relationship. The email is then sent for each instance of the child record. Click Incident, then navigate to the child or grandchild object you want, and click OK.
Publish to	The roles that need access to this quick action. For example, administrator, Service Desk Analyst, or Service Desk Manager.

Field

Description

Apply Action to

By default, the action is applied to the incident (selected object). However, you can click to select a child or grandchild object to run this action against a relationship. The email is then sent for each instance of the child record.

Click Incident, then navigate to the child or grandchild object you want, and click OK.

Publish to

The roles that need access to this quick action. For example, administrator, Service Desk Analyst, or Service Desk Manager.

Customize the Send Email quick action by entering data into the remaining fields:


From To	The email addresses to which to send this email.
Add CC	Adds a recipient to be copied on the email.
Add BCC	Adds a recipient to be copied on the email but not have their address listed.
Address Book	Opens the address bookA HEAT object that stores names and email addresses from the employee and external contact objects. Users simply start typing a name in an address-book-enabled field, and a list of names and email addresses appears. to enter email addresses. See Using the Address Book
Enter an expression	Click Search next to a field to open the Edit Expression window. Double-click any of the folders to expand it. Select and double-click any of the functions or fields. Subject: The subject of the email. For example, Incident# $(IncidentNumber) is assigned to you. Body: The body text using expressions and field separators. From the notification email, you can include an URL link which takes the user to the record in the object workspace in the client application or to the record, if the object workspace is available, in Self Service.

Select the following options for attachments:

Option	Description
Attach a file	Navigates to a file (document or image) to attach. Any format or size is permitted, but large files might not be accepted by the email server of the recipient.
Attach from related	Navigates to a related object. Click OK.
Prompt for attachments	Prompts the user to provide an attachment when the record is saved. By default, this option is set to Off. Click to toggle between On and Off.

Option

Description

Attach a file

Navigates to a file (document or image) to attach. Any format or size is permitted, but large files might not be accepted by the email server of the recipient.

Attach from related

Navigates to a related object. Click OK.

Prompt for attachments

Prompts the user to provide an attachment when the record is saved. By default, this option is set to Off. Click to toggle between On and Off.

Click Save.