Add Auto Text

Adds an Auto Text block to the selected ticket. Only the Auto Texts that have been made available according to the visibility settings in their definitions are selectable. The following settings can be made:

  • Ticket ID: ID of the ticket to which the Auto Text is added. If there are multiple ticket IDs, the action will be applied to each of these tickets. Ticket IDs can be separated by: space, semicolon, or coma.
  • 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: This job is analog to the Add Auto Text Action. The important difference is when the text is added.

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 Classification → Printer. The job Add Auto Text is configured with the previously created Auto Text.