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in this video were going to have a quick look at sending emails from within an incident so well start by accessing the service manager application and from the request list well open up one of the existing incidents now across the top of the incident theres a number of different actions that we can apply including the sending of an email so we see here in the to option its automatically populated this with the customer information but were not restricted to sending emails to the customer we can also type in other recipients into the to field now theres also options to include the cc and bcc fields and again this will pull users from within the the hornbill system or you can manually type in an email address the description section of the email provides the the body the content for the body of the email so we can just type in a quick description here and were also going to select an attachment so we have an option of either drag and dropping a file from our local file system but