Business Unit Mails
In the Business Unit Mails tab of incidents, you can view email notifications sent to and received from the impacted business units. Additionally, you can reply to emails requesting more information from the business units.
Note
The tab name may differ based on the name of the Business Unit parameter defined by the administrator in Admin > Configurations > Basic Configuration > Other Settings > Business Unit Settings. For more information, see Configure Business Unit Settings.
You can view the Business Unit Mails tab if the following settings are configured by your administrator:
Mailbox in Admin > Configurations > Integration > Mailbox. For information, see Integrate Mailbox.
Incident Notification process in Admin > SLA > Process. For more information, see Configure Incident Notification Process.
Note
You must have sent the Primary Notification to the impacted business units to view the emails in the Business Unit Mails tab. For more information, see Notify Business Units.
To view the business unit emails, follow these steps:
Go to Menu > Incidents.
Select an incident, and go to the Business Unit Mails tab.
You can view the emails from the business units associated with the incident.
Note
Emails are retrieved from the configured mailbox every 10 minutes.
To reply to an email, click Reply. Add the content and click Send. You can only reply to the latest email of a business unit and add other business unit email addresses to Cc if you want to send the same email to them.
When replying to the emails through your email account or from the Business Unit Mails tab, ensure to add the email address configured by your administrator in Mailbox in the Cc for email tracking.
Note
Replies are sent using the email server configured by your administrator in Admin > Configurations > Basic Configuration > Configure Email Server. For more information, see Configure Email Server.