Can you look at an option to assign scripts for Service Desk techicians to use when handling a call please.

By this I mean a list of prompts of key things that need to be asked, obtained etc for a call.
These will change by the type of request being handled.
For us this could go down to ITEM and, or atleast subcategory, and probably should include Request Type.

I tried adding a Multiline box to the request template but that only shows a couple of lines of text.
Even looked at Tasks and Task templates to do this.
The aim to make it easy for the technician to pick the right set of questions and for them to be non destructive for data entered on a call in progress or an e-mail logged one.

Looks like current workaround for this will be to add multiple request templates and change the description text to have the script in there.
Just means a load of request templates that are all essentially the same except for some questions/prompts for the team.

This is to ensure a consistent approach to call handling and to allow non skilled technicians to cover the desk as required.

Appreciate thoughts anyone has in achieving this type of thing or how likely this is to appear as a feature enhancement post V8.0 I assume.

Regards,
Andy