Create a CommunicationCreate a CommunicationYou can use the Create Communication action in the Incidents (SP) application to send communications about a record to a requestor or other user.
When you create a communication, you can use a communication template to fill in default data. You also can create a free-form communication. If you use a template, the system might fill in data such as the identifier, subject, and solution data from the originating record. For more information about communication templates, refer to the Communication Templates Help.
Note: Your implementation of the system may have the Create Communication action available in additional applications.
Display the record for which you want to create a communication.
From the Select Action menu, select Create > Communication. The system displays the Create Communication dialog box.
Select one of the following choices:
To create a communication
using a template, in the Template
field click Detail Menu 
and select
an option to retrieve a value. You can edit the fields which the system
populates from the template.
To create a free-form Communication, leave the Template field blank.
In the To field, enter an e-mail address or click Detail Menu and select an option to retrieve a value.
If necessary, enter a subject in the Subject field.
Enter your message in the Message field.
If you want to
attach a document to the communication, click Attachments 
and select an option to retrieve an attachment.
Click Send
to send the communication to the recipients.
Note: the communication you sent is visible in the communication
log for this record.