Using Email

with you can send, receive, forward, and modify emails however, when composing an email, note that the size of the email body should not exceed 2 mb viewing email docid 9po1e zqevtrb01uemuu4viewing a parent record docid 9po1e zqevtrb01uemuu4replying or replying all to an email docid 9po1e zqevtrb01uemuu4forwarding an email docid 9po1e zqevtrb01uemuu4modifying an email docid 9po1e zqevtrb01uemuu4resending an email docid 9po1e zqevtrb01uemuu4using the internal email feature docid 9po1e zqevtrb01uemuu4 viewing email log in to the console open the email workspace a list of emails appears double click an item from the list to view details viewing a parent record log in to the console open the email workspace a list of emails appears select an email click open to parent from the toolbar modify the record as needed click save replying or replying all to an email you can reply or reply all to an email in the email workspace, and add text or attachments log in to the console open the email workspace a list of emails appears open the email edit the email as needed enter any added text into the message text box paste from clipboard pastes any text on the computer clipboard into the message add attachment adds an attachment to the email do any of the following click reply the reply message is sent to the first address listed click reply all the reply message is sent to all addresses listed the reply buttons disappear and the message is ready to send click save the message is not sent until you save after saving, the buttons appear again forwarding an email emails containing attachments are automatically forwarded with the attachments you can, however, add additional attachments (limited by server capability) log in to the console open the email workspace a list of emails appears open the email to forward edit the email as needed enter any added text into the message text box paste from clipboard for on premise users only pastes any text on the computer clipboard into the message you must have the clipboard data plug in installed to use this feature refer to add attachment adds an attachment to the email click forward the buttons disappear enter the forwarding email address in the to box click save the message is not sent until you save after saving, the buttons appear again modifying an email log in to the console open the email workspace a list of emails appears open the email to modify modify the email click save resending an email log in to the console open the email workspace a list of emails appears select the email to resend from the toolbar, click resend email using the internal email feature this feature enables you to test email functionality without requiring external email provider connections for information on using this feature, refer to setting up internal email docid 03u6rgd0f3xvhd wd0 gl manage email participation for record updates to maintain email based communication for a record, itsm processes email updates only from users who are included in the email conversation when you receive an email notification for a record, you can update the record through email only if your email address is included in the to or cc field similarly, only users who are part of the email conversation can reply to the email and perform email based actions on the record to add another user to the conversation, add that user to the to or cc field when you reply to the existing email thread after the user is included in the conversation, itsm recognizes them as a participant and processes their email updates users who aren't included in the email conversation can't update the record by replying to the email itsm ignores these responses because it doesn't recognize the users as participants in the conversation example you receive an itsm email and want a colleague to participate in the conversation instead of forwarding the email directly to the colleague, reply to the original email and add the colleague to the to or cc field this ensures that itsm recognizes the colleague as part of the conversation if you forward the email from your mailbox, itsm has no visibility into that action and does not recognize the forwarded recipient any email updates sent by that recipient are ignored because they are not an authorized participant in the original email thread in summary itsm does not process email updates from users included in the bcc field a newly user added to the conversation can add additional users by including them in the to or cc field this behavior applies to all record types, including incidents, service requests, changes, and other records