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Note Templates

Service Desk > Configure > Note Templates

The Note Templates page defines blocks of static text that can be appended to a note while editing a ticket. After creating the note template, you can select it from the ticket editor Note Template drop-down list in the Add Note section of the Notes tab.

Adding / Editing a Note Template

Click New to display the Add Note Template window, or click a row in the middle panel, then click Edit to display the Edit Note Template window. Enter the following attributes:

  • Name - The name of the note template.
  • Prompt - A brief description of the note template. This text displays in the drop-down list of note templates when you are editing a note.
  • Response - Enter the block of static text that will be entered into a note when you select this note template in a ticket. Use the following toolbar buttons to add special formatting to the text:
    • Word 60% / HTML 100% - Hyperlink selected text. You may need to reset links copied and pasted from another source.
    • Word 75% / HTML 100% - Copy selected text from Microsoft Word and paste into text pane.
    • Word 75% / HTML 100% - Insert a table.
    • Word 75% / HTML 100% - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
    • Word 75% / HTML 100% - Indent text.
    • Word 75% / HTML 100% - Outdent text.
    • Word 75% / HTML 100% - Set selected text to subscript.
    • Word 75% / HTML 100% - Set selected text to superscript.
    • Word 75% / HTML 100% - Remove formatting of selected text.
    • Word 75% / HTML 100% - Insert special characters and symbols.

    Note: You can not add an attachment to a note template.