When viewing an individual case, the email function is found under Functions > Email System (red #1). Click on Email System and the email application will pop up: In this form, you can write your response in the Email Message Body section and then click Send Email Now. You can also use an Email Templates. Individuals can create their own templates, and those with special privileges (supervisors) can set email templates that entire groups can use. Select these from the drop-down, and they will the Email Message Body with preset text. More than one template can be used per message: they fill in before or the previous template. The email you send through Remedy will be logged as a work info in the corresponding Incident. The customer will receive the email with the message you have typed. If they reply to the message it will be added to the appropriate incident as a work info. How to create Relationships between two incidents Relationships tie cases together, and Remedy OnDemand has a few different relationship types: Related To: To link incidents that are related. Original Of: This creates a parent-child or master-case relationships. You must start with the parent case, search for the child case, and set the relationship type for the child case as Original Of. This means the parent case you are currently working with will be the original instance of the child. Duplicate Of: Allows for marking duplicate cases. Relationships can be in the Relationships tab as seen To create a relationship, select Create Relationship to (red #2) and choose Incident (red #3) from the drop-down menu. Choose Use Advanced Search from the top right of the search window that appears. Enter the Incident ID number and search (red #1), or use other criteria. Make sure the right incident you want to relate is selected (red #2). Select the appropriate Relationship Type, (red #3) and click Relate.
When viewing an individual case, the email function is found under Functions > Email System (red #1). Click on Email System and the email application will pop up: In this form, you can write your response in the Email Message Body section and then click Send Email Now. You can also use an Email Templates. Individuals can create their own templates, and those with special privileges (supervisors) can set email templates that entire groups can use. Select these from the drop-down, and they will the Email Message Body with preset text. More than one template can be used per message: they fill in before or the previous template. The email you send through Remedy will be logged as a work info in the corresponding Incident. The customer will receive the email with the message you have typed. If they reply to the message it will be added to the appropriate incident as a work info. How to create Relationships between two incidents Relationships tie cases together, and Remedy OnDemand has a few different relationship types: Related To: To link incidents that are related. Original Of: This creates a parent-child or master-case relationships. You must start with the parent case, search for the child case, and set the relationship type for the child case as Original Of. This means the parent case you are currently working with will be the original instance of the child. Duplicate Of: Allows for marking duplicate cases. Relationships can be in the Relationships tab as seen To create a relationship, select Create Relationship to (red #2) and choose Incident (red #3) from the drop-down menu. Choose Use Advanced Search from the top right of the search window that appears. Enter the Incident ID number and search (red #1), or use other criteria. Make sure the right incident you want to relate is selected (red #2). Select the appropriate Relationship Type, (red #3) and click Relate.