Difference between revisions of "Snippets"

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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-snippets Hornbill Document Library].
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[[file:hornbill-document-library.png|Request Snippets|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-snippets]]
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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Manager Request Types]] > Snippets
 
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Manager Request Types]] > Snippets
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==Introduction==
 
==Introduction==
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Snippets provide the ability to define common responses that can be included in an outgoing email or as part of a resolution. The use of Snippets ensures that the same response does not need to be typed manually each time, and to ensure a consistent level of response is given by all analysts who use the snippets rather than manually entering responses each time.
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Snippets provide the ability to define common responses that can be included in an update, outgoing email, or as part of a resolution. The use of Snippets ensures that the same response does not need to be typed manually each time, and to ensure a consistent level of response is given by all analysts who use the snippets rather than manually entering responses each time.
  
 
* Snippets can include text and variables  
 
* Snippets can include text and variables  
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<br>
 
==Manage Snippets==
 
==Manage Snippets==
  
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From the '''Email''' or '''Resolution''' action on a request you will be able to access '''Snippets'''.  From the Snippet drop down you can select '''Manager''' to create, update, share, or delete a Snippet.  
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From the '''Update''', '''Email''', or '''Resolution''' actions on a request you will be able to access '''Snippets'''.  From the Snippet drop down you can select '''Manager''' to create, update, share, or delete a Snippet.  
  
 
=== Add New ===
 
=== Add New ===
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:: This is the text which will be inserted into the body of the email, when the Snippet is chosen.
 
:: This is the text which will be inserted into the body of the email, when the Snippet is chosen.
 
:* '''Available On:'''
 
:* '''Available On:'''
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:: Select if the snippet will be available on the Email Action, Resolution Action, or both
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:: Select if the snippet will be available on the Update, Email Action, Resolution Action, or all three
 
:* '''Available For:'''  
 
:* '''Available For:'''  
 
:: This will allow you to either create the Snippet for yourself, or to choose to share and make the Snippet available to analysts in other teams, or for those analysts whose team's support specific services.
 
:: This will allow you to either create the Snippet for yourself, or to choose to share and make the Snippet available to analysts in other teams, or for those analysts whose team's support specific services.
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:: * '''''Myself:''''' Choose this option to only make the Snippet Available to yourself
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::* '''''Myself:''''' Choose this option to only make the Snippet Available to yourself
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:: * '''''Teams:''''' Choose one or multiple teams to make this Snippet available to
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::* '''''Teams:''''' Choose one or multiple teams to make this Snippet available to
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:: * '''''Services:''''' Choose one or multiple Services to make the Snippet available to the teams which are supporting these Services.  
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::* '''''Services:''''' Choose one or multiple Services to make the Snippet available to the teams which are supporting these Services.  
  
 
Once the Mandatory selections have been made, select '''Save''' to create and make the Snippet available.
 
Once the Mandatory selections have been made, select '''Save''' to create and make the Snippet available.
  
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:* '''Delete'''
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=== Snippet Lists ===
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:: You can delete Snippets you have created by using the select box next to the Snippets you wish to delete and then choosing '''Delete'''
 
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:* '''Edit'''
 
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:: You can edit or alter a Snippet you have created by selecting the Snippet, making the changes and choosing '''Update'''
 
  
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{{bullet1|All|This list is only available to users with the Service Desk Admin role.  From here all Snippets belonging to any user can be managed.}}
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{{bullet1|Shared|This list shows all the Snippets that have been shared with you, and you are not the owner.}}
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{{bullet1|My Snippets|This list shows all of the Snippets that you own.}}
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==== Select Box Options ====
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On each of the lists, a select box is available to select one or more Snippets to perform one of the following options.
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{{bullet1|Change Owner|This option is only available if you have the Service Desk Admin role.  This will allow you to change the Owner of the selected Snippets}}
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{{bullet1|Make Me Owner|This option is only available if you have the Service Desk Admin role. This is a quick option to set you as the owner of all the selected Snippets}}
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{{bullet1|Delete|This will permanently delete the Snippet}}
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=== Edit ===
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You can edit or alter a Snippet by clicking on the Snippet's name within the lists.  This will open the Snippet Editor where you can make your changes and select '''Update''' to save your changes.
  
 
===Using Request Variables===
 
===Using Request Variables===
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Insert variables into the '''Content''' text box by selecting the appropriate variable from the drop down list at the required points in the sentences and paragraphs of the Snippet text.
 
Insert variables into the '''Content''' text box by selecting the appropriate variable from the drop down list at the required points in the sentences and paragraphs of the Snippet text.
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<br>
  
 
==Using Snippets==
 
==Using Snippets==
 
[[File:Use_Snippet.png|right|400px]]
 
[[File:Use_Snippet.png|right|400px]]
  
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Once Snippets have been created and shared, they will be available to use from the '''Snippets''' button on the '''Email''' action option of the Action Bar on a request. To insert a Snippet into the body of the email simply choose the snippet from the list of Snippets which are available to you.  Remember that the Snippets will be available from one of three options:
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Once Snippets have been created and shared, they will be available to use from the '''Snippets''' button on the '''Email''', '''Resolution''' and '''Update''' actions on a request. To insert a Snippet simply choose the snippet from the list of Snippets which are available to you.  The Snippets will be available from one of three options:
  
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* '''Myself''' - Snippets you have created
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:* '''Myself'''
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* '''Teams''' - Any Snippets which have been shared with teams you are a member of
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:: Snippets you have created
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* '''Services''' - Any Snippets which have been shared and are available to the Service which the ticket is raised against  
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:* '''Teams'''
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:: Any Snippets which have been shared with teams you are a member of
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:* '''Services'''
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:: Any Snippets which have been shared and are available to the Service which the ticket is raised against  
  
 
The above options will only appear if Snippets exist and have been shared with you, or you have created Snippets yourself.
 
The above options will only appear if Snippets exist and have been shared with you, or you have created Snippets yourself.
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* Remember when using the Snippets in an email, the email content will be included in an '''Email Template''' which has been predefined against the Service which the request is logged, and the email template can include signature or other information.
 
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[[Category:Service Manager]]
 
[[Category:Service Manager]]
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[[Category:HDOC]]

Latest revision as of 20:25, 13 May 2024

This document can now be found at its new location in the Hornbill Document Library.

Request Snippets

Retrieved from "https://wiki.hornbill.com/index.php?title=Snippets&oldid=32450"