Define a Send an E-mail Action

Use the Send an E-mail Action to quickly send an e-mail when the One-Step™ Action is run. For example, click a link on an Incident record to send a follow-up e-mail to the Customer who submitted the Incident, providing information or asking a question about the Incident. You can specify the contents of the e-mail, even inserting Fields from the Incident as Tokens in the subject and/or body.

To send an e-mail using a One-Step Action, you must have an e-mail account in CSM. For more information, refer to CSM E-mail Accounts.

To define an E-mail Action for a One-Step Action:

1. Open the One-Step Editor.
2. Add a Send an E-mail Action to the Designer Board. Click the Zoom button on the toolbar to open the e-mail message in a separate window.
3. Define e-mail options:

   Option	Description
   Send Via	Select the e-mail account from which e-mails are sent when the One-Step Action is run. This is automatically set to your default e-mail account set in CSM Administrator, or by you (if you have security rights). If your administrator has configured other accounts, select them in the drop-down. It is best to leave the default account so it works for every User that runs the One-Step Action.
   Field Visibility	Select additional lines to show (From Address, Cc, Bcc, and Attachments).
   Attachments	Click the arrow to add attachments to the e-mail. For more information, see Action Attachments.
   Attach to Recipients	Click the arrow to select options for attaching the e-mail to any of the Customer records associated with recipients in the To, Cc, or Bcc lines after the One-Step Action is run and the e-mail is sent.
   Attach to Current Record	Attach the e-mail to the active record as a Journal - Mail History record after the One-Step Action is run and the e-mail is sent. This button is shown only if there is a Business Object available within the One-Step Action to which the e-mail can be attached.
   Allow User to Edit	Click the allow user to edit button on the toolbar to allow the User to edit the e-mail before clicking Send. If this option is not selected, the e-mail is sent as-is without allowing the User to view and edit it first. For more information about e-mail history attachment options, refer to the E-mail Accounts documentation on where to store e-mail history.
   Selector	Insert Tokens (example: Fields, System Functions, Prompts, Expressions, Stored Values, Metrics, and Counters) directly into the text. Depending on the Token, select the Token, and then right-click to access these options: Delete Edit Properties: Modify properties for Expressions, Prompts, Metric values, file names, and file contents. Modifiers: Add Modifiers. Use rich text field style: Use the formatting applied to the Business Object field rather than the formatting applied to the e-mail message. This enables you to include hyperlinks and styled text from the Business Object record in the e-mail. Display images as: Choose to size images associated with the token as small, medium, or large thumbnails or as their full size.
   Name	Provide a display name for the Action (this is how the Action is identified within the One-Step Action).
   To	Click to open the Address Book to select the e-mail recipients, or provide recipient e-mail addresses directly.
   Subject	Provide a subject for the e-mail.

4. Compose and format a message using the e-mail message toolbars and providing text.
5. Define Annotation properties.
6. Click Save.