Define a Send an E-mail Action for a One-Step

Use the Send an E-mail Action to automatically send an e-mail when the One-Step is run. For example, send follow-up e-mails to Customers with information or questions regarding Incidents they submitted. You can specify the contents of the e-mail, even inserting Fields from the Incident into the subject and/or body.

Good to know:

• E-mail Actions in OOTB Incident One-Steps use templates for a standardized look and feel. Use these as-is, edit them, or create your own.
• To send an e-mail using a One-Step, you must have an e-mail account set up. For more information, refer to CSM E-mail Accounts.

To define an E-mail Action:

1. Create a One-Step.
2. On the General page in the One-Step window (accessed from within the One-Step Manager), click Add, and then select Send an E-mail.

   The Mail Message window opens.

   

3. Define general properties for the Send an E-mail Action:
   1. Send Via: In the drop-down, select the e-mail account from which e-mails will be sent when the One-Step is run.

      Note: This is automatically set to your default e-mail account. Your default account is set in CSM Administrator, or by you (if you have security rights). If you or your administrator has configured other accounts, you can select them in the drop-down. It is probably best to leave the default account so it will work for every User that runs the One-Step. For more information, refer to CSM E-mail Accounts.

   2. Name: Provide a display name for the Action (this is how the Action is identified in the One-Step interface).
4. Define e-mail senders and recipients.
   1. Select a From Address.

      Note: This is automatically set to the default From Address defined for the account used to send the e-mail.

      • If your system administrator configured more than one From Address, you can select one in the drop-down on the From line.
      • If you are allowed to provide an arbitrary From Address, you can specify an address in the From line or click the From button to open the Address Book and select an address.
   2. Select e-mail recipients.
      • To: Click the To button to open the Address Book and select e-mail recipients.
      • (Optional) Cc: Click the Cc button to open the Address Book and select additional recipients that should receive a copy of the e-mail.
      • (Optional) Bcc: Click the Bcc button to open the Address Book and select additional recipients that should receive a copy of the e-mail.

        Tip: You can also enter the e-mail addresses of the recipients directly into the To, Cc, or Bcc line.

5. Provide a Subject for the e-mail.
6. Compose your message and format it using the E-mail Message toolbars. You can:
   • Provide text directly in the field.
   • Click the Selector button (or right-click in the field) to open the Token tree and insert Business Object Fields (from the active Business Object (if there is a Business Object context) and all of its related objects), System Functions, Prompts, Expressions, Stored Values, Counters, filenames, file contents, or variables into the text.
7. Define e-mail editing and history attachment options:
   • Let User Edit E-mail Before Sending: Select this check box to allow the User to edit the e-mail before clicking Send. If this check box is not selected, the e-mail is sent as it appears in the Send an E-mail Action without allowing the User to view and edit it first.
   • Attach to Current <Business Object> History: Select this check box to attach the e-mail to the active record as a Journal - Mail History Record after the One-Step is run and the e-mail is sent.
   • Attach to Recipients: Select this check box to attach the e-mail to any of the Customer Records associated with recipients in the To, Cc, or Bcc lines after the One-Step is run and the e-mail is sent. Then, click the Options button to select which recipient records to attach the e-mail to.

     Note: For more information about e-mail history attachment options, refer to the E-mail Accounts documentation on where to store e-mail history.

8. Click OK.