Snippets

Home > Service Manager > Incident Requests > Snippets

Introduction

Snippets provide the ability to predefine common responses which you want to include in outgoing email content. The use of Snippets ensures that the same response does not need to be typed manually each time, and / or to ensure a consistent level of response is given by all analysts who use the snippets rather than manually entering responses each time.

Creating Snippets

From the Email action on the action bar of a ticket you will be able to access Snippets.

Two options are available to you:

• Use and insert an available Snippet into the body of the email you wish to send.
• Manage Snippets

From Manage you will have the option to Add New, select this button

• Title: This is used to define or name the Snippet and any text entered here will not be inserted into the body of the email, this will simply be used to describe the Snippet for you or other analysts to select.
• Content: This is the text which will be inserted into the body of the email, when the Snippet is chosen.
• 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.

* Myself: Choose this option to only make the Snippet Available to yourself

* Teams: Choose one or multiple teams to make this Snippet available to

* 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.