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Appending specific answers when responding to incidents
Answer ID 739   |   Last Review Date 09/09/2019

How can we append specific answers when responding to incidents?

Environment:

Incident Response Messages, Appending Answers (link or text)
Oracle Service Cloud, All versions

Issue:

Rather than including a link, we were hoping that we could append the actual text in the message.

Resolution:

When responding to an incident, you can append an answer to the Response field in one of two ways. You can append a link to the answer or you can append the content (text) of the answer directly to the response field. If you know the answer ID for the answer you want to append, you can use the Quick Answer shortcut to append the answer most efficiently.

When appending the text of an answer, if the text you append includes links to other answers, those links do not work from the incident. In addition, if you use HTML in the content of the answer, the HTML code will display in the incident when viewed from the administration console. If the Incident Response email message is HTML enabled, the HTML will be rendered in the outgoing message.

If the answer you append contains answer variables, the variable is rendered in the response sent to the customer. However, the variable does not render in the administration console when viewing the incident thread or when the customer views the incident from the Account Overview page.

Note: The SA_APPEND_QUESTION  configuration setting allows you to specify whether both the question and answer fields are appended when appending the text of an answer or if only the answer field is appended. If SA_APPEND_QUESTION is set to Yes, both the question and answer are appended.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.

Shortcut keys:
If you know the answer ID to append, use the F9 key to append the answer text or F10 to append a link to that answer. In the pop-up window, enter the answer ID and click Enter. 

Searching:
If you do not know the answer ID to append, click the Search Knowledgebase button from the open incident and search for the answer using the filters available in the pop-up window.


For additional information, refer to the 'Append Answer Content' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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