Incidents › Personalized Responses › Add a Personalized Response to an Incident

Add a Personalized Response to an Incident

Personalized responses are frequently used in communication with customers. You can create and attach these responses to tickets when updating activities for the ticket.

Note: The tickets for which personalized responses are available depend on the type of tickets selected when the personalized response was created. For more information, refer to Create Personalized Response.

To add a personalized response to a ticket:

1. Open the ticket for editing. See one of the following procedures:
   • Edit an Incident
   • Edit a Problem
   • Edit a Request
   • Edit a Change Order
   • Edit an Issue
2. From the Activities menu, select the activity for which you want to add a personalized response. See one of the following procedures:
   • Add Activities to an Incident
   • Add Activities to a Problem
   • Add Activities to a Request
   • Add Activities to a Change Order
   • Add Activities to an Issue
3. Save the ticket.

   The activity log is updated for the ticket.