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ServiceDesk 7.5 send email to external contact from within incident

Created: 07 Jan 2013 | 3 comments
dawi_x's picture

Hi all,

Is there a way to send and email to an external email address from within a ticket? (without creating a user for them in SD)

If you use the 'send email' link in the process view, you can only select 'known' contacts from ServiceDesk, otherwise an invalid email ID warning is received.

I thought this was possible in previous versions, and I don't think we can modify this behaviour (check for existing contact) in SD7.5 because its in the core IM process.

Tnx for your response.

kr, dawi_x

Comments 3 CommentsJump to latest comment

PeeGee's picture

Out of the box this is not possible anymore (for whatever reason).

The only way to send mails to external contacts is by creating a custom workflow and calling it for example via "Process Type Actions".

dawi_x's picture

Altough I probably will have to create this workflow, I also raised an idea for this one to be in by default.

https://www-secure.symantec.com/connect/ideas/send-email-external-contacts-servicedesk-75-ticket-view

Tnx again PeeGee!

Rdutch12's picture

Unfortunatly not, we did mention this during the Beta Testing. Like PeeGee mentioned for now create an external workflow and call it as a Process Type Action. You might be able to use the 7.1 SD.Emailservices to get some idea's. 

Don't forget to add a reply code in case you want the Email Monitoring service be able to identify the reply.

Rob Hilberding Sr. Consultant ExpressAbility www.expressability.com