Original Request Tracker


All sales before July 1, 2020 have the original version of CRT™
 






Add a Canned Response as a Comment

Who can use this feature?

system_admin.png Slash.png Owner.png Slash.png Publisher.png Slash.png Author.png

 

 

Overview 

This article will show you how to add a Canned Response as a Comment on a Request.

Important Note

  • All sales before July 1, 2020 will have this version of CRT™. If your contract started after this date, please view information for the new CRT package

Instructions

  1. Navigate to Modules > Content > Request Tracker
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  2. Select the category containing the submitted request
    add_a_canned_response_as_a_comment_select_category.jpg
  3. Click Actions next to the request
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  4. Select Add Comment
    add_comment.png
  5. Scroll to the bottom and click Insert Canned Response
    insert_canned_response.png
  6. Hover over the Canned Response you want to use and click Use This
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    • Other Canned Response options:
      • Add Canned Response: Create a new canned response
        add_new_canned_response.png
        • Title: Create a title
        • Body: Create the comment
        • Save: Click Save to add the canned response
      • Edit Canned Response: Edit an existing canned response
        edit_canned_response.png
      • Remove: Delete the canned response from your system
        remove_canned_response.png
  7. Click Choose File to add a file from your computer as an attachment to the comment
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    • Convert to PDF: Convert your file from its original file type to a PDF attachment
    • Note: For security reasons, anonymous users will not be sent attachment links or be able to view them.
  8. Click Save or Save and Publish
    save_options.png
    • Save: Saves comment, does not become publicly viewable
    • Save & Publish: Saves comment, becomes publicly viewable
    • This comment is only viewable internally: Mark the comment as only readable for internal staff
  9. Reply OK to the pop-up to publish for live view
    ok_to_publish.png
  10. Click OK to send an email; click Cancel to prevent an email from being sent to the submitter and CC Email List
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