Sending E-mail Messages

To send an e-mail message

1    Under Actions, click Send an e-mail.

2    In the E-mail Content editor, complete the To, Subject, and Body of the message. You can also attach files.

Editing the To, CC, and From Fields

You can use the macros or you can specify users.

To insert a macro:

1    Click in the To, CC, or From box.

2    Under Available Macros, click the macro you want to insert.

The Contact is the person who reported the issue, while Submitter is the person who entered the issue into Vector HelpDesk. For example, if a help desk analyst takes a support call, the contact is the person who called, and the analyst is the submitter.

Previous Owner is useful when you send an e-mail message because an issue is reassigned.

To add users to the To, CC, and From lists:

1    Beside the To, CC, or From box, click graphics/UsersOn.gif.

2    In the Select Users and Contacts dialog box, double-click the users and contacts you want to add.

The list of selected users and contacts is displayed under Selected Users and Contacts. You can edit this string of text, for example, to remove a user, or to add the e-mail address of a person who is not a user or contact.

Notes

    The text box beside the Find button allows you to display all users and contacts whose names start with the same letters. In the text box, type the first few letters of the name and then click Find.

To display the complete list of users and contacts again, delete all text from the box and then click Find.

    Click Advanced to search for all users and contacts whose names contain the same string, or to search based on e-mail addresses.

Editing E-mail Content

You can use macros to insert the issue number, the name of the project, and the values of different fields (such as the Summary and Description Log).

To insert the value of a field:

1    In either the Subject box or the Body box, click where you want to insert the field value.

2    Under Available Macros, click Field Value.

3    In the Field Value dialog, click the field whose value you want to insert.

If you want to insert the issue description, insert the Description Log field, not the Description field.

To switch to HTML format:

    Select the HTML in Body check box.

Attaching Files

To attach files to an e-mail message:

1    Beside the Attachments box, click graphics/attach_on.gif.

2    In the E-mail Content Attachments dialog, click Browse and locate the file you want to attach. Click Link.

This adds the file to the list of files linked to this e-mail message. Every time the e-mail message is sent, the linked files are attached to the message.