Sent Items View


Sent Items shows you all of the emails from your business area's work items that have been sent out.

You can see a preview list of all the emails that have been sent out, with the most recent at the top, showing who the email was sent to, when it was sent, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

You can adjust the size of the email preview panel to suit your needs.

When you click on an email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

You can also expand the email to full-screen mode, where the preview pane is hidden.

Switching between views

You can switch between viewing 'My Emails' which are the emails that you have sent and 'My Team Emails' which will show you the emails that members of your team have sent.

Replying / forwarding emails

You can also reply, reply all, or forward a sent email. When you click on one of these options, the system will open a new tab displaying the work item in question and will take you to the email editor screen to start composing your email.

Filtering Options

You can filter your sent emails by Customer, Contract, Service, Process, Queue, who the email was sent to, date range, the status of the work item that the email relates to, whether or not the email has attachments, and whether or not the email was system-generated.

Note that when filtering by date you can only filter for a maximum timespan of 90 days.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user and by who the email was sent by.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Last updated