[ForYourInformation -6]:Help text fields will have a rich text area in Incident and Service Templates.
A Guide or Hint will always make people happier and comfortable, when they are in a new place or when they are looking for something specific. In a HelpDesk environment, often technicians would be burdened with new tickets submitted in an incorrect incident template and getting repeated calls for simple issues.
Though we have several methods to spread the solution/workaround for issues, like user guides, knowledge base, etc, still users may need a handy guide. In Service Desk Plus we had the "Help Text" field in Incident and Service template for requesters.
Now the "Help Text" field is enriched with rich text in Incident and Service templates. This feature is available from 10509 builds, reference id (SDF- 78979) Technician can also avail of this feature.
Admin tab -> Incident templates -> edit particular template -> Technician form enable "Help Text"
Admin tab -> Incident templates -> edit particular template -> Requester form enable "Help Text"
Topic Participants
Michael Charles
Charles Palma
New to M365 Manager Plus?
New to M365 Manager Plus?
New to RecoveryManager Plus?
New to RecoveryManager Plus?
New to Exchange Reporter Plus?
New to Exchange Reporter Plus?
New to SharePoint Manager Plus?
New to SharePoint Manager Plus?
New to ADManager Plus?