Forwarding incidents

You can send a copy of an incident to other recipients when you reply to the customer. You might, however, want to send the incident before or after sending a response to the customer. In those cases, you can forward the incident to the selected recipients.

To forward an incident:

1	Right-click the incident in an incidents report and select Forward.

Or

With the incident open, click the Forward button.

2	Enter the following field information.

Field/Button	Description
	Click this button to open the Select Names window. Select the name of the recipient and click the To button to insert the name in the field. Note: You can also type the email address of the recipient in the text field.
	Click this button to open the Select Names window, select the recipient’s name, and click the Cc button. Note: All recipients will be able to see the email addresses in the Cc field.
	Click this button to open the Select Names window, select the recipient’s name, and click the Bcc button. Note: No recipients will be able to see the email addresses in the Bcc field.
Subject	The incident’s subject appears in this field; you can edit it if neces­sary.
Send Contact Information	Select this check box to send the primary contact information with the incident. The information that is sent includes the contact’s email address, first and last names, contact type, title, any phone numbers that have been entered, and any custom field information.
Exclude Notes	Select this check box to exclude any notes in the incident thread from being forwarded with the incident.
Incident Files	Files that are attached to the incident are listed in this field. Select the check box next to any file you want to forward with the inci­dent. To attach files to an incident on the Attachments tab, refer to Attaching files to incidents.
Response Files	Click the Add Files button and select Browse or Search. Refer to Attaching files to incidents.
Comment	Type any comments you want to forward with the incident in this field.
S/MIME	Select one or both of the security options under S/MIME.
Sign	Select this check box to sign the email with the mailbox’s signature. Note: The Sign check box is disabled if the RightNow Service mailbox does not have S/MIME security enabled. Refer to To sign and encrypt an incident response:.
Do not encrypt	Click this drop-down menu and select one of the encryption options: Do Not Encrypt, Encrypt When Possible, and Always Encrypt.

3	Click the Send button to forward the incident and any selected files to the recipients.

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