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This field located under the Service Desk request section on the right-hand side of a ticket, allows you to select from a list to describe the nature of the issue. This list includes "types" such as "Student Worker Account request," , "University Computer Support," , and "General Help.".
Changing Ticket Status (Workflow Tab)
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Communication between customers and ITS technicians is conducted in the comments section. At the bottom of any ticket, you can leave comments, and choose either Share with customer or Comment internally. If the action is permitted in the workflow tree, Respond to customer may also be an action button at the top of the ticket.
To select a ' canned response', select the option to edit the ticket and scroll down in the 'Edit Issue:' “Edit Issue” window. Under the 'Comment' “Comment” section, select the 'canned response' “canned response” icon: 
Below is a listing of the currently (01/07/2020) ' canned responses ' available to use when responding to the customer:
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