Adding a New Message

The New Message window allows you to create a new email. Once sent, the details of the message cannot be changed.

To access the window:

From an open case, select Application Menu > New Message.

The following buttons are available on the New Message window:

Icon	Name	Description
	Delete	Deletes the current message.
	Add Attachments	Displays the Add Case Attachments to Mail screen and allows you to add attachments, enclosures, or letters that are attached to the associated case. The attached files appear as links in the Attachments area of the New Message window. To add an attachment, click the Add Attachments button. The Add Case Attachments to Mail window displays. All case related attachments are displayed in the List box. Highlight the attachment that you want to add, click the Add button, then click OK.
	Open InfoCenter	Opens the associated InfoCenter. If no InfoCenter is selected in the InfoCenter Code field, this button does nothing.
	Send	Sends the message. Once a message is sent, the message details cannot be changed.

The following are the fields available on the New Message window:

Field	Description
From	Select your email address or the Default Sender email address. This field defaults to the Default Sender defined in the Email Configuration Settings. For more information, see Configuration: Email.
To	Select or type the email or user ID to which you want to send the message. When you click the To button, the Select Recipients window displays. If you type a partial name or email address, the system will check the list of system users and will display a list of possible matches. You may select an email address from the list. Message group, address record, and system user addresses are not validated at time of entry. The addresses are resolved when the email is sent. You can enter email addresses as the email address only or with a display name followed by the email address in brackets (<>). For example: johnsmith@abccompany.com John<johnsmith@abccompany.com> This field can hold up to 2000 characters. If you select a message group as a recipient, the group name is stored as the recipient for the message in the database.
Cc	Select or type the email or user ID to which you want to copy the message. When you click the Cc button, the Select Recipients window displays.
Bcc	Select or type the email or user ID to which you want to blind copy the message. When you click the Bcc button, the Select Recipients window displays.
Subject	Type the subject of the message. This field defaults to "Re: Case <number>."
Case ID	Enter the Case ID to associate to this message. The Case ID defaults to the opened case.
InfoCenter Code	Select an InfoCenter code to associate with the message.
Issue Seq	Enter the Issue to associate to this message. If an issue is selected on this case, then the Issue Seq defaults to the selected issue.
Priority	Select the priority level for the message, 1 being high and 9 being low. When a Level 1 message is sent to an Emplifi Agent agent, a message will pop up on the user's screen.
Text Box	Type the text to appear in the message.
Attachment	Displays the Attachment ID and Link for any attachments added to the message. You can click the link to view the attachment, or right-click the link then select Delete to remove the attachment. Once the email has been sent, the attachments are read-only and cannot be removed or added.