Use the Create Communication action to send a communication
about a solution to a requestor or other user.
When you create a communication, you can use a communication template
to fill in default data or you can create a free-form communication.
If you use a template, the system might fill in data such as the identifier,
subject, and solution data from the originating record. For more information
about communication templates, refer to the Communication Templates
Help.
- Display the solution for which you want to create a communication.
- To send a communication to any user, select the Create>
Communication action. The system displays the Create Communication
dialog box.
- Select one of the following choices:
- To create a communication using a template, in the Template field
click Detail Menu
and select an option to retrieve a value.
You can edit the fields which the system populates from the template.
- To create a free-form communication, leave the Template field
blank.
- Enter email addresses in one
or more of the addressee fields (To, cc, and bcc)
or complete the following steps to select values for these fields:
- Click Select Value at the end of the To field.
- On the Select Value dialog, click one of the following tabs:
- Roles – to send a communication to one or more roles. A
role is a function or position within a business. Roles are defined
by an administrator using the Roles application. The roles you select
from the Roles tab resolve to the email addresses contained
in the role records or associated person group records.
- People – to send a communication to one or more individuals.
The People tab lists email addresses of individuals.
- Person Groups – to send a communication to one or more
person groups. A person group is a list of individuals with a common
purpose, for example, individuals with the same job responsibility
or a team assigned to a project. Person Groups are defined by an administrator
using the Person Groups application. The person groups you select
from the Person Groups tab resolve to the email addresses contained
in the person group records. If none of the members of a person group
has an email address, the email cannot be sent and an error message
will be displayed.
- Filter the list to find the roles, individual email addresses,
or person groups to which you want to send the communication.
For
example, on the People tab, filter on the Person or Name fields
to see all email addresses for an individual. Email addresses are
classified by type (shown in the Email Type column). Service
Desk provides the following predefined email types: WORK, HOME, EMERGENCY,
PERSONAL, and TEXT (for text messaging). When you filter by person
or name, all of the email types for that person are listed together.
- Next to each role, individual, or person group to which you want
to send the communication, select one or more check boxes in the To?, cc?,
and bcc? columns to indicate the addressee fields you want
to populate.
- Click OK to close the Select Value dialog and populate
the addressee fields with the items you selected.
- Enter a subject in the Subject field.
- Enter your message in the Message field.
- If you want to attach a document to the communication, click Attachments
and
select an option to retrieve an attachment.
- Click Send to send the communication to the recipients.
Note: The
communication you sent is added to the communication log for this
solution.