Creating New E-Mails

Use

You use this procedure to create new e-mails.

Prerequisites

Your e-mail address must be in the From field. Administrators define this setting in the user management settings in System Configurator.

Procedure

  1. Click the E-Mail tab.

    The e-mail view opens in a list mode. If you have pending e-mails, they are shown here. And if you serve in hunt group queues, they are also shown in this view.

  2. Click the Add new button.

    An empty e-mail opens.

  3. Enter the recipient address.

    If you enter several e-mail addresses, separate them with a semicolon.

  4. To continue working on the e-mail later, save it.

    The e-mail is saved onto your pending list.

    Added in SP09.

  5. To forward the e-mail, click the Transfer button.

    Note:

    You can only forward the e-mail to a queue.

  6. As of SP09, you also have the following actions available for the e-mail you have created:

    • You can delete it.

    • You can mark it as handled.

For information about another way to create a new e-mail, see Creating New E-Mail by Using Existing One as Template.

Note:

  • If you use a queue address in the From field, all queue settings apply to your mail. For example, if there is a setting that a script is opened when the e-mail is handled, the script is opened with your mail as well, and the script answers are reported among other queue scripts.

  • In systems where e-mails are sent via OII interface, for example in SAP CRM integrations, you can use only the attachments where the file type is defined with 3 characters. If a file with a 4-digit extension is sent the last digit is removed, for example .docx is changed to .doc. To send other than 3-digit file types in OII environment, zip them before attaching.