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SpiraTest User Manual Help Viewer


1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
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1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
Legal Notices

6.3.3. Adding Notes

You can reply to a ticket at any time by clicking the reply button in the journal toolbar (the rightmost button):

You can also reply using any reply button on any expanded ticket note. This will show the reply window directly underneath that note. You can even start replying to one note and then click on another note to move the reply window to that second note. The new note / reply will always get added to the ticket in the same way, but it can be helpful to ‘attach’ the reply window to a specific note you need to refer to in a reply.

You need to enter the note text in the rich-text box. As soon as you do you will see the button to the bottom left of the reply window become active and say “Submit”. Click this will save all changes to the ticket and add the note to the ticket at the same time.

If you would like to insert a Knowledge Base (KB) article into your reply to the user, you can click on the link “Add KB to Note” (this is only visible to agents):

You then select the KB article from the available list, choose the type of link to insert (name and link only, full article text, etc.). Then click the ‘Insert Template’ to populate the note with the KB article link/text. There are a number of templates you can use. These are all configurable by the application administrator.

To include a screenshot in your note, first copy the image to your computer’s clipboard (e.g. on Windows computers, the PRINT SCREEN button captures the current page and adds to the clipboard). Once the image is in the clipboard, position the cursor in the Note text box where you want it to appear and then click CTRL+V to paste the image.

The image will then be attached to the ticket and embedded in the note text.