Navigate to Lookups

1. From the NEXGEN dashboard, click Settings in the blue sidebar to the left.
   
2. Click Setup.
   
3. Click Lookups.
   

Create or Edit an SR Response Template

1. Navigate to Lookups within your site settings. 
   
2. In the hierarchy tree to the left, click the drop-down arrow next to Service Request.
   
3. In the same hierarchy tree, click the drop-down arrow next to SR Type.
   
4. Click SR Response.
   
5. 
   You will see your SR Responses to the right.
   
1. To create a new SR response, click +Add in the top right.
   
2. To edit an SR response template, click the drop-down next to the template. Then click Edit.
   
6. Add or edit the information you would like to include in the template.
   
1. Enter a name for your template.
   
2. Use the Email or SMS tab to make the response an email or text.
   
3. Add a subject.
   
4. Add body text. Use the merge fields to add more information, if needed.
   
5. Click Save.
   

Note: Make sure to configure the status, SR type, and department for your template or else it will not be sent out to requesters.

Configure Status, SR Type, and Department

1. 
   Navigate to your SR responses.
   
2. Click the drop-down next to an SR response template, then click Edit.
   
3. At the bottom of the slider that appears, next to Status, SR Type, and Department Configuration, click +Add New.
   
4. Select the status, department, and SR type that an SR record must be set to for its requester to receive the template.
   
5. Click the checkmark to save.
   
6. Click Save to finish. When a service request meets the parameters set, the requester will receive your message.