Administration › Service Desk › Personal Responses › Create Personal Responses

Create Personal Responses

You can create personalized responses to attach to tickets when adding activities to the record.

To create a personalized response

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 one of the following buttons:
   • Save -- Saves the personalized response and closes the window.
   • Cancel -- Closes the window without saving any changes.
   • Reset -- Returns all fields to their previously saved values.