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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:

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.

    E-mail Action

  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:
  7. Define e-mail editing and history attachment options:
  8. Click OK.

See Also

Define Actions for a One-Step

Define a Print Action for a One-Step

Define a Send Tweet Action for a One-Step

Define a Run a Report Action for a One-Step

Define a Write to a File Action for a One-Step

Define a Run a Program Action for a One-Step

Define a Launch a URL Action for a One-Step

Define an Excel Merge Action for a One-Step

Define a Pop-Up Action for a One-Step

Define a Create a Business Object Action for a One-Step

Define an Update a Business Object Action for a One-Step

Define a Create Child Business Object Action for a One-Step

Define a Delete a Business Object Action for a One-Step

Define a Step Through Children Action for a One-Step

Define a Work with a Queue Action for a One-Step

Define a Go to a Record Action for a One-Step

Define an Execute a Command Action for a One-Step

Define a Go to a Field Action for a One-Step

Define a Run a One-Step Action for a One-Step

Define an Update a Variable or Stored Value Action for a One-Step

Define a Call a Web Service Action for a One-Step

Define a Go To Action for a One-Step