1. Using Service Center in the Classic User Experience
  2. How You Use SmartText in Service Requests

How You Use SmartText in Service Requests

Use the SmartText tab by opening the Restore Pane arrow. You can enter SmartText in the Problem Description and the Solution Description areas of SRs. You can create SmartText in multiple languages.

Note: In previous releases, there was a New SmartText (+) icon in the Right Panel that enabled you to quickly create a new private SmartText. From release 21D onward, the + icon no longer exists. To quickly create a new, private SmartText, simply click the Manage SmartText (pencil) icon.

Create Private SmartText entries from:

  • The Create Service Request page

  • The Edit Service Request page

  • The Tools Menu

To view the list of available variables, click SmartText and select Manage SmartText in the Service Request details page. Click the User-Defined Variables tab or the System Variables tab on the Manage SmartText page.

Create your own variables on the Manage SmartText page by clicking New on the User-Defined Variables tab. In the new row, enter a name for the variable and select the substitution type. Substitution type defines what happens when a user chooses to enter the variable. You can select the following substitutions:

Substitution Type

What It Does

Prompt:

Select when you want to be prompted to select a value when the variable is inserted. When using an entry with a Prompt substitution, you're prompted to select and enter the value of the variable in the field. For example, you create a prompt type variable for a Bug number. When the SmartText entry containing this variable is used, you're prompted to enter the bug number in the text where the field requires a value.

Evaluate

Select this type to automatically evaluate and substitute the value of the variable in the text. For example, you assign Service Request as the object and primary Contact as the attribute in the variable and insert this variable in your SmartText entry. So, when this SmartText entry is used, the primary contact listed for the service request is automatically substituted for the variable in the text field

Value

Select this type when you want a particular value to be inserted as the variable. For example, you create a variable for "My Name" and insert the value as your name. When the SmartText entry containing this variable is used, the value is automatically substituted as the name value you add in the variable.

To edit a user-defined variable, select the variable and update as required. To delete a user-defined variable, select the variable and click Delete Selected Variable.

Insert a SmartText Entry

To insert a SmartText entry just type the # character, then type the keyword for the SmartText entry that you would like to insert. Select from the results to insert the entry. You can also open the SmartText tab on the SmartText panel to view all the available entries.

If multi-BU is enabled, the list of SmartText entries will be limited to the business unit associated with the SR along with all the SmartTexts that are associated with the Null "No associated business unit value".

For information on creating private and public SmartText entries, refer to Related Topics.

Related Topics