How do I use SmartText?

A SmartText entry is a reusable fragment of text that you can use. SmartText saves time and effort by reducing your keystrokes while also improving the overall consistency of written communication.

You can create your own SmartText entries, or use those that are already available for general use. You can also create SmartText entries in any supported language.

Note: You can use plain text and HTML to create SmartText entries for use in Chat windows and Service Request Message fields. Other SR fields, such as Problem Description and Solution Description only support plain text.

There are two kinds of SmartText:

• Private: You create these entries yourself and you're the sole user.

• Public: Public entries are available to all users.

SmartText entries for Service Request fields can contain system variables and user-defined variables. SmartText for chat supports only user-defined variables. System variables are public and can't be edited or deleted. User-defined variables are private, you can create, edit and delete them. For example, say you had a variable where you assigned "Service Request" as the object, and "Primary Contact" as the attribute. When this SmartText entry is used, the primary contact listed for the service request is automatically substituted for the variable in the text field.