Process Management Article Email

This Feature Add-on makes it possible to add email addresses to process management articles, as well as send them via email. This guarantees a more direct communication straight from the process and therefore increases the transparency of the process communication.

To use a process management article with this functionality, you must click on the pencil sign in the field ‘Add Article’ of a previously created process with at least one activity dialog. In the form that appears you must select ‘Email external’ or ‘Email internal’ in the dropdown field ‘ArticleType’ and click ‘Save’.

After the process has been activated, you can open a new process ticket by clicking on the option of the same name displayed after clicking on the menu option ‘Ticket.’  In the form that appears next, you can add an email address to the field ‘customer user’ — just like when you are using the regular email ticket form. The article will be sent to the chosen customer user or agent.