定型返信を作成する

定型返信を作成する方法は次のとおりです。

1. Open a work item.

2. [内部メモを追加] または [カスタマーに返信] を選択します。

3. [定型返信] を選択します。

4. [新規作成] を選択します。

5. 以下の詳細を入力してください。

   • 名前 - 返信に一意の名前を付けます。 返信全体を見なくても簡単に検索できるように、定型返信の内容を説明する名前を使用します。たとえば、自分の個人署名を挿入する定型返信を作成する場合は、「自分の名前-署名」という名前を付けて返信を保存します。

   • Availability - Only project admins can set availability while creating a canned response. Select Personal if you want to make your response available to yourself only. To create a response that all the agents in your service project can use while replying to customers, select Shared. Currently, agents can only create personal canned responses and would not see this option when creating a new canned response.

   • Response - Use this field to enter the response that you will reuse while replying to your customers or team members. You can format your response, insert links, add bulleted and numbered lists, etc. To personalize your canned responses, use variables within your response. For example, if you want to address the person who sent the request, you can use the work item reporter variable.

6. [作成] を選択して、返信を保存します。

定型返信が正常に作成されると、サービス リクエストに応答するときに、その返信を再利用できます。

Find out how to create a personal signature using canned responses.

Variables

定型返信の作成時に選択できる変数は次のとおりです。

• Current user – The full name of the person inserting the canned response to reply to the customer.

• Work item assignee – The full name of the team member assigned to work on the request. If there isn't one, it is left blank.

• Work item key – The work item key (for example, IT-123).

• Work item reporter – The full name of the user that reported the work item.

• Work item resolution – The customer-visible resolution status of the work item.

• Work item summary – The summary of the work item, or blank if there isn’t one.

• Portal URL – The portal URL, which can be seen on the Portal settings page.

• Request status – The customer-visible status of the request, as shown in the portal.

• Request URL – The URL of the request in the portal.