Using Auto Texts, a user can define 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.
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:
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.
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 keeping 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.
Now, when editing the template for the corresponding auto text in the text field, you can add formatted text and placeholders. The placeholders are automatically converted into the corresponding values from the ticket when the auto text is inserted
With the selection of the Application Areas it is possible to make an Auto Text available only for certain usage contexts. By default, the fields Ticket Processing and E-mail Answer are selected. The individual fields mean:
E-Mail Answer
if they should be displayed with the manual selection of Auto Texts.E-Mail Signature
. These will be inserted automatically on a resource-by-resource basis, given that a supporter has access to one of the designated resources only. If users or user groups should have additional signatures available, then it makes sense to also specify the application area E-Mail Answer
, so that the supporter can make the selection of different signatures during editing.{reastep}
. This inserts the email history when replying to a ticket with an email. The placeholder can simply be placed at the end of the auto text.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 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. Sharing Auto Texts for certain users and groups also allows to select the the end users to preset certain Auto Texts for them.
Note: Resource staff with read permission on a resource for which Auto Texts have been published will also have access to those Auto Texts.
Note: Users who have been given access to an Auto Text in any way, e.g. via read permission on a sub-resource, have access to this Auto Text in the entire ticket processing.