The best way to notify a technician when a new service call is received is to use the automatic messaging module in EA. Depending on how you have it set up, you can email a technician when a call is created, dispatched, cancelled, put on hold, etc.
The settings to define when this dialog is triggered are under Tools/options/Service Calls/Dispatch Console/Text Messaging.
In this area you can define on which actions a service call is triggered to message the technician. i.e. creation of service call, dispatch of service call, cancellation of service call, etc. You can also define what information is included in the message. i.e. address, call description, bill code, make, model, location notes, call number, etc. Anything you can see within the dispatch console is info you can include on the message to the technician. You can also set it to send a copy of the message to a specified email address and set the from address to the email it should be from i.e. the dispatcher’s email address. You can set a delimiter to indicate a line break or to separate the info the technician receives on the call.
Depending on how you have the options set in EA determines how the email is sent.
If you use outlook or another email application from your workstation, then by setting the EA client settings (Tools/Client Settings/Email Settings) to use the default mapi agent on this client machine means it will route the emails you send through your outlook (or other email application). These emails will show up in your outbox of your email application. This setting is workstation specific. You can set it differently from each workstation.
If you need to route the emails directly through your email server then you need to set (Tools/Client Settings/Email Settings) to be directed to your email server settings. i.e. smtp.emailserver.com. Make sure to set whether your server needs authentication and the settings that pertain to that. Emails from EA that are directed straight through your email server will not show up in your sent box.