The itnetx Cireson Advanced Send Email app allows an Analyst to send an email to the Affected User or other recipients from the context of an incident in the Service Manager Console. This app facilitates quicker and more efficient communication between Analysts and End Users, leading to more timely Incident Resolution.

Other features, not included in the out-of-the-box Service Manager tool, include:

  • The ability to add other recipients to the To: or CC: line
  • The message Subject is automatically configured for Exchange Connector response processing
  • The ability to attach files to the message
  • The ability to use templates and see the generated content before sending the message
  • The ability to add the content of the message to the Incident Action Log

How this helps your team: 

  • SCSM Admin: Easy to install and configure, saving time from having to develop a more advanced solution than the OOB SCSM Send Email.
  • SCSM Analyst: Email directly from the SCSM Console without having to switch to a separate messaging application.


  • Simple to deploy and configure, no XML editing required.
  • Analysts can attach files to the outbound email.
  • The analyst can choose a notification template, see the content of the message body based on the template, and change the text before sending the email.
  • The analyst can optionally add the message body to the action log of the incident automatically.
  • The analyst can add additional recipients to the To or CC before sending the email.
  • The admin can configure an SMTP server to use to send the email.
  • The admin can filter the list of available notification templates based on a naming convention.

Solution Inspiration

System Center Service Manager allows analysts to send email notifications to affected users via workflows and subscriptions. However, there isn’t a way for an analyst to choose when to send an email to an affected user based upon the need to update, request information, or communicate with their customer. This makes managing a work item extremely difficult as you are now forced to use Outlook for this basic type of communication. Advanced Send Email app to the rescue!

Customer Reviews

Advanced Send Email 1

“Discovering this app just made my week.”

Andrea – Energy Industry Customer


Andrea – Energy Industry Customer

“Discovering this app just made my week.”

Free Download: The Cireson Advanced Send Email – Community App

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