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You are here: Chapter 9: Advanced Features > Advanced Issue Types > Global Issues > Creating a GlobalLink

Creating a GlobalLink

Agents and customers can link to Global Issues, creating GlobalLinks, in a number of ways. When a GlobalLink is created, it inherits many of the properties of the Global Issue, but also contains the contact information for the individual customer.  GlobalLinks can all be closed simultaneously when the Global Issue is closed.

There are two ways for an Agent to create a GlobalLink:

Customers can also subscribe to Global Issues, creating their own GlobalLinks.

Create a Global Link from a Global Issue

  1. From the Global Issues "Scoreboard" on the FootPrints Homepage—On the FootPrints Homepage, click the icon next to the Global Issue.  If there are additional active Global Issues that are not displayed, click More; the issue list is updated to display all active Global Issues.  
  2. From the Details screen of the Global Issue—select Global | New Global Link from the Details menu.
  3. The Create GlobalLink form is displayed. It is similar to the regular Create Issue page, but with fewer fields.
  4. Title/Priority/Status—These fields are pre-filled with the information from the Global Issue. There is no need to change them unless the GlobalLink has special properties (for example, the CEO has reported the problem and the Issue should receive an Urgent priority).
  5. Contact Information—Select the user's contact information, as you would when creating a regular Issue.
  6. Issue Information—These are pre-filled with information from the Global Issue. Make any changes needed or fill in additional fields as required.
  7. Description—This is pre-filled with the description from the Global Issue. Make any changes needed.  Changes to this field do not affect the Global Issue.
  8. Attachments—Files attached to the Global Issue are also linked here.
  9. Assignment—By default, the GlobalLink is assigned to you or to whoever is normally assigned to Issues based on problem type or other Auto-Assign/Escalation rules.  The main Global Issue remains assigned to the original assignee of that Global Issue.  The original assignee is responsible for closing the Global Issue, which also closes all of the associated GlobalLinks.
  10. Email—The Agent or Team Assigned to the GlobalLink receives email notification if the Assignee checkbox is checked, and the customer receive an email if the Contact checkbox is checked.
  11. Time Tracking—Time tracking information applies to this GlobalLink.
  12. Click GO.  The GlobalLink is created. It is listed on the Details page for the Global Issue.

Create a Global Link from the Details Page of a Regular Issue

Regular Issues can also be converted into GlobalLinks.

To convert a regular Issue into a GlobalLink:

  1. From the Details page of a regular Issue, select Link to Global from the Details menu.  If this option is not available, it is because the Issue already has other special properties that prevent it from being linked to a Global Issue.  Refer to Restrictions for more information.
  2. A pop-up window is displayed with a list of available Global Issues to link.  Select the radio button for the desired Global Issue and click GO.
  3. The Create GlobalLink form is displayed.  It is pre-filled with the information from the origination Issue, not the Global Issue.  Make changes as necessary.
  4. Click GO.
  5. The GlobalLink is created.  It is listed on the Details page for the Global Issue, along with the other GlobalLinks.

 

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