Jules2218 Posted January 5 Share Posted January 5 Hello, I was wondering if there was anyway that I could created templates that update in the worknotes/Update (add a Comment area) for when Service Desk Analysts or resolvers update a ticket. For example, I want to create a template for when 1st line reassign tickets like: Action taken: Reason for reassignment: Knowledge Articles used to triage: Any help or knowledge will be greatly received. Link to comment Share on other sites More sharing options...
SamS Posted January 5 Share Posted January 5 Hi @Jules2218, though not exactly what you are looking for, you might find Snippets useful: https://wiki.hornbill.com/index.php?title=Snippets Link to comment Share on other sites More sharing options...
Steve Giller Posted January 5 Share Posted January 5 Merged into a single Service Manager post. Link to comment Share on other sites More sharing options...
Jules2218 Posted January 8 Author Share Posted January 8 @SamS This is exactly what I was looking for. Thank you so much! 1 Link to comment Share on other sites More sharing options...
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