Send an E-mail from within CSM

Use the E-mail Message window to create and send e-mails directly from within CSM.

To send e-mails, an e-mail account must be set up. Users who have E-mail security rights can personalize and use a global e-mail account (configured by an administrator) to send e-mails. Also configure a personal account for special circumstances, such as sending e-mail from home or an off-site location.

To send an e-mail:

1. In the CSM Desktop Client, click File>Send E-mail to send an e-mail from anywhere in the system (Users select the recipients).
2. Click File>E-mail Current Customer to send an e-mail from a Business Object Record to a Customer (the recipient is the active Customer on the record).
   Note: If CSM cannot find a Customer's e-mail address, it returns an error message: Customer e-mail address was not found. Ensure the e-mail from a record that has an active Customer is being sent. If it does and an error is still received, see an administrator.
3. In the Send Via drop-down, select the e-mail account to send the message from.
   Note: This is automatically set to the default e-mail account. The default account is set in CSM Administrator, or by the User if the User has security rights.
4. Select a From Address. If this is not visible and you want to make a selection, click the control visible fields drop-down and select From Field.
   Note: This is automatically set to the default From Address defined for the account used to send the e-mail. If using a global e-mail account, the From Settings were defined by an administrator when configuring global e-mail accounts. Users who have E-mail security rights can customize the options for From Addresses in a global e-mail account.. If the User is using a personal e-mail account, the options for From Addresses are defined when configuring the account.
   • If the system administrator configured more than one From Address, select one in the drop-down on the From line.
   • If allowed to enter an arbitrary From Address, provide an address in the From line or click the From button to open the Address Book and select an address.
     Note: The e-mail system might reject e-mails from arbitrary addresses.
5. Click the To, Cc, or Bcc button to open the Address Book and select e-mail recipients. The Bcc line is only available in the Desktop Client.
   • E-mail Current Customer: If selected and CSM can identify a Customer's e-mail address from the current page (example: From an Incident Record), then the To line is automatically populated with that address.
   • E-mail all members of a Team: Select the Team from the Address Book or provide team:name, where name is the name of the Team, or Customer Workgroup by typing workgroup:name.
6. Provide a Subject for the e-mail.
7. Compose the message and format it using the E-mail Message toolbars.
8. Select Attachment Options for attaching files, links, etc. to e-mails.
9. Customize where to store e-mail history.
10. Click Send.

If the Esc key is pressed at any point during the message creation, an e-mail message opens. Click OK to abandon and delete the message.