Add or Edit Predefined Comments to a Service Request Category

Predefined Comments are comments that are frequently added to a service request. This makes it easy for users to quickly add the comment to the service request without having to type it. Predefined Comments are also helpful for standardizing responses for search queries.

PREREQUISITES: Category values must be added in Preferences > Service Request tab. See Configure Service Request Preferences for more information.

1. From the home page, click Configure and click Service Request Predefined Comments.

The Categories panel lists all of the service request categories.

2. Select the Category.

The Predefined Comments panel lists the existing comments.

3. Click Add record to add a new predefined comment.

Formatting such as bold and italics can be added to the comment, as well as links to other work activities and URLs. User mentions allow users to mention another user in the comment and have that user be notified. See Comments for more information.

4. Enter the comment and click Add.

5. To edit a comment, click Edit comment, make your changes and click Save.

NOTE: Admin automatically saves the changes you make. A notification pops up at the bottom to verify changes have been saved.