We have a large number of quick call templates within the system. At the moment our analysts access these templates through quick calls link so when they know what the call is about they can decide which to use.
This is causing us a bit of an issue at the moment as the analyst takes the persons details first then gains an insight into what the problem is so they have to repeat work if they realise they can use a quick call.
I would like to be able to have a drop down list within a new incident where an analyst can pick from the templates we already have so it pre populates the description field after the user information has been entered.
If anyone know how I could set this up please could you let me know?