Create a CommunicationCreate a CommunicationYou can use the Create Communication action in the Service Requests (SP) application to send communications about a record to a requestor or other user.
When you create a communication, you probably will 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 other data from the originating record. The configuration of your system might let an e-mail listener process to associate the record with the originating record. This can enable communications to go to the original requestor and allow all related communications to become part of the current 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 that 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 appropriate, in the cc field, enter email address for any recipients who must be copied on the communication.
If appropriate, in the bcc field, enter email address for any recipients who must be blind-copied on the communication.
In the Send From field, modify or enter the e-mail address to appear on the sent e-mail.
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 Attach File or Attach Web Page.
Click Send to send the communication to the recipients.