When you have completed a response to an incident, you are ready to send your reply to the customer. Several options are available when you send a response, including copying other recipients, selecting encryption options, and attaching files to the response.
The behavior for sending responses depends on the settings your RightNow administrator selected when creating the incident workspace for your profile. The standard incident workspace behaves in the following manner when you select response options.
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The Send on Save check box is cleared, so you must select it if you want to automatically send your response to the primary contact when you save the incident. You might not want to select it until you have finalized your response so you do not send a response each time you save changes while you work on the incident.
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If you want to send the response to other recipients, click the slider bar on the left edge of the Messages tab to automatically select the Send on Save check box and display response options, including additional recipients.
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To send a response to the primary contact:
To select additional recipients for an incident response:
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Click the Cc button to list the name in the Cc field or the Bcc button to list the name in the Bcc field.Names or addresses in the Cc field are visible to all recipients of the response; names in the Bcc field are not visible to other recipients.
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Click the Save And Close button to send the response to the customer as well as any other recipients you added to the Cc or Bcc fields.
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To sign and encrypt an incident response:
It is not possible to auto-populate the Response field with your email signature without first clicking a link in RightNow. Also, all email signatures are appended to the thread in which you are responding to instead of to the bottom of the email, as different staff members can be working on the same incident.
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If the Include Signature link does not display, your RightNow Administrator has not set up your email signature information in your staff account. Although we recommend that your email signature is set up through your staff account, it is also possible that your RightNow administrator set it up using standard text. Refer to Inserting standard text. |
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You cannot select the Sign check box if the RightNow Service mailbox does not have a certificate that allows sending encrypted email. Nor can you select an encryption option if the contact you are responding to does not have a certificate that allows receiving encrypted email. If you select Encrypt Always, you can select only addresses that have certificates associated with them. |
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To encrypt your response to the contact, click the Do Not Encrypt drop-down menu and select Encrypt When Possible or Encrypt Always.
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To attach files to an incident response:
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To send the response with one or more files that are permanently attached to the incident, select the associated check boxes in the Incident Files section of the Attachments window.
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To attach additional files to the incident response, click the Add Files button and select Browse to open a window that lets you view the files and folders on your workstation. Or select Search to open the File Search window.
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If you selected Search, specify a directory, all or part of a file name, and the type of file. Click the Search button. Then select one or more of the matching files and click the Add Files button to upload the selected file and attach it to the response.
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Response files are not attached to the incident, but are sent only one time with the response. Customers can click the link in the email to open the file. |
