This functionality was added for the selfservice work center and we also surface this in the new SRMOBILE application. When you have follow up questions for that ticket template you can provide instructions for them so they can accurately capture what you need them to capture. For example, if the issue was related to their computer you may provide in the instructions a note making sure they have restarted the computer and are still seeing the issue before submitting. It's something for the end user to see prior to creating the request, not for a technician to see after necessarily (though you could display it through a relationship if desired).
Unrelated to the question, but ouch on the attribute name spelling :(. I never noticed that before and that's too difficult to change now...
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Steven Shull
IBM
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Original Message:
Sent: 03-03-2022 15:10
From: Maryann Wood
Subject: SR Ticket Template - Instruction Field
FIELD: TKTEMPLATE.INSTRACTIONS
I have a SR Ticket Template created, and I've add instructions to the TKTEMPLATE.INSTRACTIONS Field.
I've heard this field carries over as a message "instructions" on the SR? However, I'm not getting it to work?
Thanks.
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Maryann Wood
Chelan PUD
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