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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Add a Canned Response as a Comment (New CRT)

  • Updated:

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

 

Who can use this feature?

System Admin Slash Owner Slash Publisher Slash Author

 

 

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.

 

Instructions

  1. Navigate to Modules > Content > RequestTracker
    navigate to the RequestTracker module
  2. Select the Request Type containing the submitted request
    select a request type
  3. Click Actions next to the request
    request actions button
  4. Select Add Comment
    request actions menu, add comment
  5. Click Insert Canned Response
    insert canned response button
  6. Hover over the Canned Response you want to use and click Use This
    canned response, use this button
    • Other Canned Response options:
      • Add Canned Response: Create a new canned response
        add a new canned response button
        • Title: Create a title
        • Body: Create the comment
        • Save: Click Save to add the canned response
      • Edit Canned Response: Edit an existing canned response
        edit canned responses button
      • Remove: Delete the canned response from your system
        canned response, remove button
  7. Click Choose File to add a file from your computer as an attachment to the comment
    choose file button
    • 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 and publish or save; this comment is only viewable internally checkbox
    • 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
    confirm publish pop-up, okay button
  10. Click OK to send an email; click Cancel to prevent an email from being sent to the submitter and CC Email List
    send email confirmation pop-up, okay button
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