Create a Response Template

Overview

When individuals are processing tickets, the same actions are often taken for similar ticket submissions. Importantly, the technician needs to inform the client of the chosen action via update comments.

Response templates 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. 

What materials do I need?

• Internet access
• Web browser
• ESM App Admin permissions

How do I use this technology?

Before creating a Response Template, you should create one, or more, Response Template Categories. See the Create and Manage Response Template Categories KB article for details.

1. Login to ESM TDNext.
2. Open the desired ticketing app.
3. Click Settings.
4. Click Admin.
5. Click Response Templates.
6. Click + New.
7. The New Response Template dialog will open in a new window.
8. Under Category select the appropriate category from the dropdown list.
9. In the Name field enter a succinct label for the template. This label is what individuals will see when accessing the response template in a ticket update.
10. Optionally in the Description field enter a description for the response template.
11. In the Comments field enter the desired text for the response.
    Tip

    You can use the Insert Template Tag options to add dynamic information to the response template such as the Ticket ID, Requestor's name, and Technician's Name. See the Response Template Tags KB article for more details.
12. Click Generate Preview to see an representative sample of what the response template will look like.
13. When finished, click Save.

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.