How to Send an Email to All Staff Members of a Certain Role.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk


    COMPONENT:

    Remedyforce Spring 12



    QUESTION:

    How to Send an Email to All Staff Members of a Certain Role.


    ANSWER:

     

      One solution for this would be to use the SalesForce "Mass Email" option, then select the users to email.  However this solution is limited to 500 entries.   
        
      How to send a Masse Email limited to 500 users: 
    1. Log into SalesForce | Click your username | Click Setup | Click Manage Users | Click Mass Email Users 
      2. Create a New or Select an Existing View | Click Go. 
      3. Check/Uncheck the users to notify | Click Next. 
      4. Select the Email Template to user for the Mass Email | Click Next. 
      5. Enter the Mass Email Name | Select Processing Options | Select Delivery Options | Click Send. 
      6. Verify the Email is received by the selected users.  
        
        
        
      Workaround to Mass Email more than 500 users:
      If you need to email more that 500 users use an Email Alert triggered by a workflow rule.  The rule could be related to a Broadcast, Task, Incident, etc which use a unique Category.  
        
      To Email All Users using a Workflow:
    1. Create a new email communication template named     Mass Email Users
        Subject: can vary   
        Body would be something like:    The following information has been delivered via a recent important broadcast!
        {!BMCServiceDesk__Broadcasts__c.BMCServiceDesk__broadcastMessage__c}
     
    2. Save this template and ensure that is available for use
    3.
      Create a new Category named   Mass Email
    4.
      Create a new workflow with the following settings:   
     
        Object =    Broadcast   
        Name = Mass Email users when category =    "Mass Email"   
        Evaluate the rule when a record is    "Created"   
        Run this rule if the following:    Criteria are met
        Field =    Category~   
        Operator is    Equal To   
        Value =    Mass Email   
     
    5. Add workflow Action:    New Email Alert with the following:
     
        Description =    Mass Email Users
        Unique Name =    Mass_Email_Users
          Email Template =   Mass Email Users
          In Recipient type possible options are:   
        Portal Role (used for remedyForce clients for a specific account)   
        Role (Used for Staff and will email everyone within this role)   
        User (to select specific users) 

    6. Activate the Workflow.
    7. Then create a new broadcast with the category Mass Email.
    8. Verify when the broadcast is the created and email is sent to the desired users/clients.

     


    Article Number:

    000001683


    Article Type:

    FAQ/Procedural



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