Responses Templates

The Responses tab within an Item Category allows the Supervisor to define template replies for Notes sent related to requests received against the Item Category. This ensures the service desk responds to issues in a consistent manner, and in line with the support organization's policies and protocol. Additional templates can be configured within the Item Type>Responses tab. These templates are only available for requests related to the Item Type.

 

The following screen displays a list of default template options available within the Notes tab of an Incident:

 

response_notes.png

 

Editing a Response Template

To edit template Responses:

  1. Go to Configuration>Categories

  2. Select the hyperlink for the relevant Category

    category_responses.png

  3. Move to the Responses tab

  4. Click Edit

  5. Select the relevant Title hyperlink
    The template contents are displayed.

    edit_response.png

  6. Amend the Note template and click Save.

 

Adding a Template

To add a Note template:

  1. Go to Configuration>Categories

  2. Select the hyperlink for the relevant Category

  3. Move to the Responses tab

  4. Click Edit

    add_remove_response.png

  5. Click the Add button

  6. Enter the template Title

    add_template_content.png

  7. Complete the contents for the Note

  8. Click Save.

 

Deleting a Template

To delete a template:

  1. Go to Configuration>Categories

  2. Select the hyperlink for the relevant Category

  3. Move to the Responses tab

  4. Click Edit

    delete_cat_response.png

  5. Check the box in the column next to the template Title

  6. Click the Remove button.