Add a Canned Response as a Comment (New CRT)

This article will show you how to add a Canned Response as a Comment on a Request.  

Important Note:

All sales after July 1, 2020 will have this new version of Citizen RequestTracker (CRT™). If your contract started before this date, please view the information for the original CRT package.

Who can use this feature?

System Administrators | Owners | Publishers | Authors

Instructions

1. Navigate to Modules > Content > RequestTracker

2. Select the Request Type containing the submitted request

3. Click Actions next to the request

4. Select Add Comment

5. Click Insert Canned Response

6. Hover over the Canned Response you want to use and click Use This

   • Other Canned Response options:

     • Add Canned Response: Create a new canned response

       • Title: Create a title

       • Body: Create the comment

       • Save: Click Save to add the canned response

     • Edit Canned Response: Edit an existing canned response

     • Remove: Delete the canned response from your system

7. Click Choose File to add a file from your computer as an attachment to the comment

   • Convert to PDF: Convert your file from its original file type to a PDF attachment

     Note:

     For security reasons, anonymous users will not be sent attachment links or be able to view them.

8. Click Save or Save and Publish

   • Save: Saves the comment and does not become publicly viewable

   • Save & Publish: Saves the comment and becomes publicly viewable

   • This comment is only viewable internally: Mark the comment as only readable for internal staff

9. Reply OK to the pop-up to publish for live view

10. Click OK to send an email; click Cancel to prevent an email from being sent to the submitter and CC Email List