Sending Automatic E-mails

From both the E-mail Integration Rules and the SLA Escalation Rules, you can send an e-mail message automatically as an action.

To send an automatic e-mail as an SLA Escalation Rule Action:

Log on to Web Admin.

Click the SLA tab and the Service Levels section. Select a Project and a Service Level and click the Escalation Rules tab. Load an Escalation Rule, and click Send an e-mail as an Action.

Enter the e-mail information and click OK. This e-mail will be sent when the conditions of the SLA Escalation Rule are met.

Tip: Automatic SLA Escalation Rule E-mail Actions are useful for informing the Owner of when they need to resolve an issue by.

 

To send an automatic e-mail as an E-mail Integration Rule Action:

Log on to Web Admin.

Click the E-mail tab and the Incoming Mail section. Select a Project load an E-mail Integration. Load a Mail Handling Rule, and click Send an e-mail as an Action.

Enter the e-mail information and click OK. This e-mail will be sent when the conditions of the Mail Handling Rule are met.

Tip: Automatic E-mail Integration Rule E-mail Actions are useful for replying to the person who sent the e-mail to tell them the number of the issue that the e-mail created so they can follow up on it at a later time.