Email the Requester

This feature is required to receive a new request and also to notify a requester when a technician is ready to close a request. If the requester has any concerns about the request, then he/she can express their concerns. The technician can then address the same and close the request after the requester is completely satisfied.

Click the Requests tab in the header pane. This opens the Request List View page.
Click the subject link of the request. This opens the Request Details page.
On the request details page, go to Conversations.
Click Reply on the top-right of the Conversations block. The email to the requester form pops up.

The To field is auto-populated with the email id of the requester. To send the email to more than one person, enter the additional email IDs in the CC field with a comma as a separator.
Edit the subject of the request, if required.
Click the attach file icon to add files as attachments to the mail.
Click Send.
You can also save the email and send it later to the requester by clicking Save. The email is saved as a draft in the request details page on the right-hand side panel. You can edit, review or discard the draft later.

To send the draft for review to the concerned, click Send for review. Enter the email id in the To field. Click Send. The draft is then sent for review.

The responses that have been sent to the requester can be viewed as conversations in the request details view.

While editing the subject of the e-mail, ensure that the request ID value remains intact with the # symbols beside it. Else, the threading of requests may not be proper.