E-mailing Tickets

Keeping everyone informed is a necessary part of IT management as it helps people coordinate and streamline process requests. In most cases, as a ticket flows through its life cycle, ChangeGear automatically notifies users by e-mail; however, at times it may be necessary to communicate manually with the users. The e-mail function supports manual e-mail.

Note: An E-mail button is also available in the print preview.

To e-mail a ticket:

  1. Navigate to the appropriate module.

  2. Select the ticket you wish to e-mail.

  3. Either click the E-mail toolbar button above the list
    - OR -
    Open the ticket and use the E-mail button at the top of the form.

  4. This action triggers your e-mail client to open a new message window with the subject line set to the summary of the ticket and the body containing a link to the ticket.

  5. Select recipients and enter your comments into the body, press Send.

  6. When the recipients open the e-mail, they can read your comment and reference the ticket by clicking on the link. Clicking the link opens the ticket in their Internet browser when the recipient has permission to access ChangeGear and this particular ticket.