Follow this path: System > Master Information > EDI Profiles

Select the NEW button

In the "Name" field, enter "CRM-Customer"

In the "EDI Type" field, select "Email"

Click on the "Review Before Sending" box

In the "From" field, enter "</fromemail>"

In the "To" field, enter "</owneremail>"

In the "Cc" field, enter "</assignedemail>,</contactemail>"

In the "Subject" field, enter "Prodiem [ or your company's name] incident </docnumber>"

In the "Message Body", enter the following:

This message contains important information about Prodiem [ or your company's name ] issue # </docnumber>.

</description>
</notes>
</comments>

Leave "Send Email as HTML" unchecked

Click the NEW button to create an EDI Form

The application will ask if you want to save the EDI Profile before continuing; click the OK button

Select "Incident" from the Document Type list

Leave the Output Format as "Report"

Set the File Name to "</doctype></docnumber>.pdf"

Set the "Query" to

SELECT incdt_number AS docnumber,
       incdt_summary AS description,
       incdt_descrip AS notes,
      (SELECT usr_email FROM usr
        WHERE (usr_username=incdt_owner_username)) AS owneremail,
      (SELECT usr_email FROM usr
        WHERE (usr_username=incdt_assigned_username)) AS assignedemail,
       cntct_email AS contactemail,
      (SELECT usr_email FROM usr
        WHERE (usr_username=CURRENT_USER)) AS fromemail,
      (SELECT concatAgg(comment_user || ' - ' || comment_date ||
                        '\n' || comment_text ||
                      '\n...................................\n')
       FROM (SELECT comment_user, comment_date, comment_text
             FROM comment
             WHERE ((comment_source='INCDT')
                AND (comment_source_id=incdt_id))
             ORDER BY comment_date) dummy) AS comments
FROM incdt LEFT OUTER JOIN cntct ON (incdt_cntct_id=cntct_id)
WHERE (incdt_id=<? value("incdt_id") ?>);

Click OK

Your screen should look similar to the following: