Email from RF Console with Outlook add Signature and ability to paste picture

Challenge –

• Staff can’t have signatures on emails action from console
• I can’t paste pictures when I send email
• We want easy way to send emails

Workaround –

In this tutorial we will add a new field on Incident Console form to give an option to Send email to client from the local mail Client.

1. Login to Remedyforce Administrator
2. Manage Objects > Incidents > Custom fields
3. Add a new field of type hyperlink

Paste below code (copy in notepad and paste in formula)

HYPERLINK(“mailto:”+BMCServiceDesk__FKClient__r.Email + “?cc=helpdesk@ca.com&body=***Please REPLY ALL so a copy of your response is automatically entered into the ticketing system.%0D%0A%0D%0A%0D%0A&subject=%28Ref:IN%3A”+ Name +”%29%20” +Subject__c+ “%20″,BMCServiceDesk__FKClient__r.Email,”_parent”)

4. Replace helpdesk address with actual helpdesk address (reply or create incident address )
5. Save
6. Add field to desired field set on console
7. Test – no when staff click on the link it takes them to the outlook or local email. They can paste images or add signatures