Incidents › Personalized Responses › Create Personalized Response

Create Personalized Response

You can create and attach predefined personalized responses to Request, Issue, and Change Order records when updating activities for the record.

Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.

To create a personalized response:

1. From the Scoreboard, choose File, New Personalized Response.

   The Create New Personalized Response page displays.

2. Fill in the fields as follows:
   • Name -- Unique identifier and key for the response. This field can be up to 50 alphanumeric characters long.
   • Response Owner -- Name of the contact that owns the personalized response. If this field is left blank, the response is available to all analysts. Enter the contact name directly into this field, or click the search icon to search for the desired contact name.
   • Record Status -- Indicates whether the response is Active or Inactive.
   • Response -- The text that is 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}
   • Display the Response For -- Select the type of records for which you would like this response available. By default, Requests, Change Orders, and Issues are selected. For example, if Requests is selected, you can append this response to a Request record.
3. Click one of the following buttons:
   • Save -- Saves the response and closes the window.
   • Cancel -- Closes the window without saving any changes.
   • Reset -- Resets all fields to the last saved values.