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Sending HTML email messages manually

In addition to setting up notifications, engineers can manually send HTML email messages for a specific record by using the Notify option when viewing a record.

Send an HTML email message using the Notify option

To send an HTML email message using the Notify option, follow these steps:

  1. Open a record.

    Example: Click Service Desk > Search Interaction to search for an interaction record.

  2. From the More menu option, click Notify.

  3. To send this message to individuals, specify the names of the recipients in the To field. To send this message to a distribution group, specify the name of the distribution group in the Group field.

  4. Specify the names of the recipients in the CC and BCC fields if necessary.
  5. Leave the Type field as Email.

  6. If multiple language versions of the associated HTML template are available, select a language in the Language field to indicate which language version of the template you want to use to send the email message.

  7. The Subject field displays the default subject text that is generated based on the HTML template associated with your current record type. You can modify the subject as appropriate.

  8. The message body area (the Content tab) displays the default message body that is generated based on the HTML template associated with your current record type. You can edit the message body as appropriate. You can click Source to toggle between the normal view and the source code view.

  9. From the Attachment tab, click Add Files to add attachments to the email message.
  10. Click Send to send the message.

HTML templates used by the Notify option

The Notify option selects an appropriate HTML template to generate the default subject and message body, depending on the type of the record from which you launch the Notify option.

The following table lists the HTML templates that the Notify option uses to generate email messages:

Module Record type Template
Service Desk Interaction records (incidents) SD.incident.notify
Incident Management Incident records (probsummary) IM.update.incident
Change Management Change records (cm3r)

The templates named after the Default and Close views of the Change Phase record (on the Scripts/Views tab of each Change Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change records in the Change Review phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Change Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.

Change Management Change task records (cm3t)

The templates named after the Default and Close views of the Task Phase record (on the Scripts/Views tab of each Task Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change task records in the Software phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Task Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.