Using the E-mail Editor
The E-mail Editor in HelpDesk allows you and your users to create and send e-mail messages from the Web view. You can also configure e-mail to be sent automatically from SLA or E-mail Integration (for example, when HelpDesk creates a new issue from an incoming e-mail, or when an SLA rule changes the Owner of an issue).
Sending E-mails
Editing the To, CC, and From Fields
You can specify users by either looking up users and contacts in HelpDesk, using macros or typing in the e-mail address directly.
To lookup users and contacts in HelpDesk, beside the To, CC, or From box, click
.
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.
If you would like to send separate e-mails to several recipients, select the Send e-mail to each recipient individually checkbox. If you have recipients entered in the CC field, you will not be able to send individual e-mails.
Editing E-mail Content
You can type in any text you want, and 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).
If you prefer your e-mail body to be in HTML format, click the HTML in Body checkbox.
Attaching Files
Beside the Attachments box, click
.
In the E-mail Content Attachments dialog, click Browse and locate the file you want to attach. Click Upload or Link.
This adds the file to the list of files attached to this e-mail message. Every time the e-mail message is sent, the files are attached to the message.