Create Personal Responses

Follow these steps:
HID_Create Personal Responses
You can create personalized responses and attach them to requests, issues, and change order records when adding activities to the record. For example, you can append a personalized response on the Status Change or Log Comment windows available from the Activities menu.
Follow these steps:
  1. From the Administration tab, navigate to Service Desk, Personal Responses.
    The Personal Response list page appears.
  2. Click Create New.
    The Create New Personalized Response page appears.
  3. Fill in the fields on this page including:
    • Response Owner
      The contact who owns the response. If this field is left blank, the response is available to all analysts.
    • Response
      The text delivered to all those who receive this response. This field can be up to 1000 characters long.
      You can use variables in this field, for example:
      Ticket ref_num: @{call_req_id.ref_num}
      Assignee: @{call_req_id.assignee.combo_name}
      Customer: @{call_req_id.customer.combo_name}
      Description: @{call_req_id.description}
  4. Select the type of records for which you want this response available. By default, all record types are selected.
  5. Click Save.