Overview
When individuals are processing tickets within the Enterprise Service Management (ESM) system, the same actions are often taken for similar ticket submissions. Importantly, the individual needs to inform the customer of the chosen action via update comments.
Application Administrators (App Admins) can create response templates to allow for consistent update comments, like canned responses, even when multiple individuals are processing similar items. When updating a ticket, the comments can be automatically generated by selecting a response template option, which can include the requestor name. Although each response template is configured to have unique text, they can also be grouped into categories for similar types of responses.
Response templates and categories can be created for individual ticketing applications. This action can be performed by a ticketing application's administrator.
Important
Information within
Response Templates is sent in addition to the information within
Notification Templates. It is strongly suggested that common information that should be included in all communication with a ticket Requestor and/or Contact, such as ticket number, title, link to the Service Portal, etc. be included as part of the applicable
Notification Template, and not included as part of the
Response Template. Review the
Get Started with Notification Templates KB article for additional information on
Notification Templates.
Next Steps
The following articles will guide App Admins through the process of creating ESM Response Template(s).
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.