How do I enable Smart Text for Help Desk?

Productivity tools such as Smart Text are features you can add to help desk request create or edit pages. A SmartText entry is a reusable fragment of text that you or your users can create and use in service request messages. You can also create SmartText messages to use in chat.

The following table lists productivity tools that are available for help desk requests.

Productivity tool	Description	Profile Option Code
SmartText	A reusable fragment of text that you can insert in messages and fields	SVC_ENABLE_STD_TEXT_IN_SR

Productivity tools are disabled by default. Here's how you enable them:

1. Navigate to Setup and Maintenance.
2. Click the Tasks icon.
3. Click the Search link.
4. Enter Manage Administrator Profile Values in the Search field.
5. Click Search.
6. Click the Manage Administrator Profile Values link.
7. Enter the profile option code you want to set.
8. Click Search.
9. In the Profile Values section, for the profile option code, select Yes in the Profile Value drop-down list.
10. Click Save and Close.
11. Click Done.

Now, you can set up and configure each tool according to your requirements.

Update the Status List Order

The status list on the Summary Details page shows a list of statuses that can be associated with a help desk request. The order of statuses displayed in the list depends on their assigned ranking. Here's how you update the status ranking:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Help Desk

   • Functional Area: Help Desk Request

   • Task: Manage Service Request Status Values for Internal Help Desk Requests or Manage Status Values for HR Help Desk Requests

2. Update the Ranking column to position the status in the status list according to your requirements.

3. Click Save and Close.