Send Email from the Service Desk Tool

1. Open an incident.

2. Click on "Functions" in the navigation bar on the left of the page

3. Click on "Email Systems"

4. fill out the Email System form:

(1)    Customer Email address is pre-populated in the "Internet Email" field. Additional email addresses can be added by using semi colon ( e.g. asmith@fnal.gov;mbrown@fnal.gov)

(2)    Incident Number is pre-populated in Subject Line field
Append subject line to Incident Number (this number will be used to attach incoming communication to the request.
(e.g. INC0000000005 – More Information Request)

(3)    Add email message to the "Email Message Body" field. Optionally, you can include field values in the message by selecting them from the list on the right:
         -    Status (current status of the Incident)
         -    Summary ( Incident Summary)
         -    Details ( Incident Details)
         -    Resolution (If the ticket has been resolved and the resolution field has been updated the option will become available)

(4)    (Optional) Add attachments.

(5)    Click "Send Email Now".

(6)    Click "Close".

5. Email communication will be added to the "Work Info History" area as shown below: