Add Auto Text

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

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

Note: Every Auto Text block is available for selection, even if the visibility was restricted in the dialog for defining Auto Text 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 Auto Text 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 Auto Text is configured with the previously created Auto Text.