Inserting standard text

When you are busy responding to customers’ questions, you will appreciate having the routine parts of your job streamlined as much as possible. Your RightNow Service administrator can create standard text for routine situations so you can insert a text item into a response.

You can insert standard text from the Standard Text window or, if you know the hot key sequence for the text item, you can type it without opening the Standard Text window. If you try to insert standard text when no threads are open for editing, the operation will fail because you have not specified an insertion point.

To insert standard text from the Standard Text window:

1	In your response, position the cursor where you want to insert the standard text.

Click the Standard Text button on the Messages tab to open the Standard Text window.

2	To expand folders containing standard text items, click the Expand All button at the bot­tom of the left column.

3	Select the standard text item you want to insert in your response.

4	Click the OK button to close the Standard Text window and insert the text into your response.

Or

Drag the standard text item from the left column into the response.

5	To add other standard text items to the response, repeat steps 1 through 6.

6	To modify the standard text, edit it as necessary in the response.

If the standard text includes one or more variables, the variable, not the value of the variable, will be displayed in your response. The variable is replaced with the data only when you send your response. Then, when you reopen the incident, the data appears where the variable had been inserted.

To insert standard text using a hot key sequence:

To display the hot key sequence for a standard text item, select the standard text in the left column of the Standard Text window. The keystrokes are displayed in the Hotkey field in the right column.

At the location in the incident response where you want to insert the standard text, press F8 to open a Standard Text field, type the hot key sequence in the field, and press F8 or Enter to insert the text into your response.

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