Add Autotext

Adds an Autotext block to the selected ticket. The following settings can be made:

  • Ticket ID: ID of the ticket to which the Autotext is added
  • Always add Autotext: a selection of the Autotext that is added to the
  • Prefix line: an additional text line that is placed in front of the Autotext.
  • Add to inquiry or latest step: select whether the inquiry or the last processing step should be expanded.

Note: Every Autotext block is available for selection, even if the visibility was restricted in the dialog for defining Autotext blocks.

Example

Tickets that are newly created with the Printer classification should be updated with the standard text on known solutions as a note for the ticket holder. A corresponding Autotext is prepared for this task.

A new task is created with the Task Planner using the trigger Ticket Changed, the status Inquiry (Anfrage) and the condition ClassificationPrinter. The job Add Autotext is configured with the previously created Autotext.