Auto Text

Using Auto Text a user can defined templates, which can be used very quickly and easily in the processing of tickets, e.g. to give standard answers. Each supporter user has access to the administration of their personal auto texts.

Users with the permission Define templates can provide auto texts for all users of INETAPP. If they also have access to the user administration, they may additionally provide auto texts for other users - and define both users and groups for that are allowed to use a templates.

Overview

The overview lists the auto texts of the user. Auto texts can be grouped by topic - see the section Edit text modules. Each line of the overview represents an auto text and presents it with the following properties:

  • Title - is displayed in the list for selecting an auto text.
  • Content - short form of the text content of the auto text that will be inserted.
  • Person or Group - indicates whether the auto text was published only for the current user or for a group. It does not matter whether all or only certain users are allowed to use the auto text.
  • Attachment - a paperclip optionally indicates that this auto text contains files that are used as attachments.
  • Signature - a letter symbol optionally indicates that this auto text is used as a signature.
  • Keyboard shortcut - a sequence of up to 10 characters. The Whitespace character is not allowed. If these characters are entered followed by the F3 key in the text editor, the auto text is inserted.

Optionally, the visibility filter on the right side can be used to display all visible auto text, i.e. published for all users. Administrative users can also display the auto text of all users.

Edit

The editing of an auto text takes place in a dialog. As already described in the overview, the values for the title and the content of the auto text are specified here. The specification of a group, the keyboard shortcut as well as the addition of attachments is optional.

Grouping auto texts allows to keep track of texts that are related to each other. Existing groups, even if defined by published auto texts, will be suggested to the user - but new groups can be entered too.

Visibilities

With the selection of Visibilities there is the possibility to publish an auto text only for certain usage contexts. By default, all fields except end user are selected - and the auto text can be used without restrictions in ticket editing. The individual fields mean:

  • Dispatcher - the auto text can be used for processing actions in the context of a dispatcher. This means that the user has the dispatcher permission and the ticket is a request or a new ticket is being created.
  • Supporter - the auto text can be used for processing actions in the context of a supporter. That is, the user is a supporter and the ticket is not a request anymore.
  • End user - the auto text is visible for end users and also supporters (without Dispatcher permission) creating new tickets
  • Email reply - the auto text is visible for all send email actions, for supporters and dispatchers.

Signature

An auto text marked as signature will be inserted automatically at the beginning of a send email action on a ticket. Visibilities are taken into account here, so this has only an effect with Supporter and/or Email reply.

Note: If multiple signatures are available in the same editing context - e.g. due to be published, a signature will only be inserted automatically if the user has created only one signature for himself.

Attachment

You can add attachments to the auto text which will be appended to the ticket when applying the auto text.

Note: Adding Attachments is only supported in the web client, but not in the desktop or mobile versions.

Publishing

Publishing auto texts is only available for users with the either of the permissions Define templates or Manage users and groups.

A publication can be done for all users of INETAPP - thus a public auto text is created - as well as for specific users and groups. This allows, for example, to create signatures for different departments or resources.