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, or when adding a note using the Add Note dialog.

Actions

• New - Adds a new note template.
• Edit - Edits a selected note template.
• Rename - Renames a selected note template.
• Delete - Deletes a selected note template.

Adding / Editing a Note Template

• Name - The name of the note template.
• Prompt - A brief description of the note template.
• 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:
  • - Hyperlink selected text. You may need to reset links copied and pasted from another source.
  • - Insert a table.
  • - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
  • - Indent text.
  • - Outdent text.
  • - Remove formatting.
  • - Insert a symbol.
  • - Insert an emoticon.
  • - Preview the display of text and images.
  • - Upload a file or image.
  • - Set selected text to subscript.
  • - Set selected text to superscript.
  • - Toggle full screen mode for editing and viewing.

    Note: If a file or image is uploaded to the template, it will be included as a hyper-link. An image file will be displayed in the note when viewed from the Service Desk web interface, but may not be displayed by default in 3rd party mail clients due to security settings.