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ServiceDesk: Send email to message creator (freetext, not status change)

Hello,

can somebody tell me how to create an action to send an email to message creator, I do not mean to send an email by status change of message. It should be called by an action and a popup should allow to send freetext to the message creator (such as send an email to SAP). Many thanks for hints.

Best regards

Johannes

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  • author's profile photo Former Member
    Former Member
    Posted on Jan 16, 2009 at 10:14 AM

    This can be done with the help of smart forms assignment to action profile.

    Check

    /people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

    I think this will resolve your issue.

    Shivam

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    • Jo Rensen Raguraman Chandrasekar

      Hi Ragu,

      it concerns to me that I want to have a control over the service desk message no. what (response) the supporter write to the message creator in that email especially when a time has passed. Therefore I need the log/protocol in the service desk message which contains the email text (with timestamp) according to description or internal note. I do not mean an email monitoring if email going out or in.

      Best regards

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