Request Tracker


Request Tracker
 






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.

Instructions

  1. Navigate to Modules > Content > Request Tracker
    modules_content_request_tracker.jpg
  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
    add_a_canned_response_as_a_comment_actions.jpg
  4. Select Add Comment
    add_a_canned_response_as_a_comment_add_comment.jpg
  5. Scroll to the bottom and click Insert Canned Response
    add_a_canned_response_as_a_comment_insert_canned_response.jpg
  6. Hover over the Canned Response you want to use and click Use This
    add_a_canned_response_as_a_comment_use_this.jpg
    • Other Canned Response options:
      • Add Canned Response: Create a new canned response
        add_a_canned_response_as_a_comment_add_new_canned_response.jpg
        • Title: Create a title
        • Body: Create the comment
        • Save: Click Save to add the canned response
      • Edit Canned Response: Edit an existing canned response
      • Remove: Delete the canned response from your system
  7. Click Choose File to add a file from your computer as an attachment to the comment
    add_a_canned_response_as_a_comment_choose_file.jpg
    • 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
    add_a_canned_response_as_a_comment_save_options.jpg
    • 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
    add_a_canned_response_as_a_comment_ok_proceed.jpg
  10. Click OK to send an email; click Cancel to prevent an email from being sent to the submitter and CC Email List
    add_a_canned_response_as_a_comment_ok_send_email.jpg



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