Sending E-mails From the Web Views
To send an e-mail containing information about an issue:
Log on to a Web view.
Load an issue and click on the
button.
The E-mail Editor will open, with the default Current Issue Template. You can add the value of additional fields using the Field Value Macro.
Click the Send button.
This e-mail will be added to the issue’s Conversation if the Save to Conversation checkbox is selected.
To Reply, Reply All and Forward E-mails from the Conversation or Queue:
Refer to the section E-mail Conversation and E-mail Queue
Service Level Agreements (SLA) and E-mails:
If the issue has an SLA agreement associated with it, the first time you send an e-mail from HelpDesk to the Contact of the issue, the Actual Initial Response Date and Actual Initial Response Time fields in the issue will automatically be set to the date and time when the e-mail is sent (if they aren’t set already).