These options apply to all Workspaces to which you belong.
After configuring
options, scroll to the bottom of the page, enter your password, and click Save.
Interface Style—Choose between Tabs and Expand/Collapse
Tabs—Selecting Tabs causes sections to be displayed as tabs on Create, Edit, and Details Issue pages. If you select Tabs, you can select which section tab is displayed when each of the three page types (Create Issue, Edit Issue, and Details) is displayed. Select the tab to display from the drop-down box.
Expand/Collapse—Selecting Expand/Collapse causes sections to be displayed as expandable/collapsible sections on Create and Edit Issue pages. Agents can click the plus or minus sign beside the section heading to expand or collapse the section, respectively. If you select Expand/Collapse, you can select which sections are displayed in the expanded mode for each of the three page types (Create Issue, Edit Issue, and Details). Checking the box beside the section name means the section is expanded when you access the selected page.
Automatic Spell
Check—Optionally
enable automatic spell check on the Create
Issue and Edit
Issue pages. The
spell check occurs after you submit an Issue or an update to an Issue.
Rich Text Mode Editor—The
Description
field can include controls for formatting the text, including font type,
size, color, bulleted
and numbered lists, and tables. This feature is compatible with the following browsers: Internet Explorer 5.5+, Firefox 2.0+, and Safari 3.0+. If
disabled, a plain text box is used instead.
Note
The Rich Text Mode Editor feature may be disabled by the
administrator in some Workspaces.
Use Flip-Thru Description Viewer—If enabled, when the user views the Issue Description field, only one description is displayed at a time. Arrow buttons allow the user to "flip through" multiple descriptions for the Issue. An additional control above the Description field allows the user to display all of the descriptions at once in a new window.
Display Complete Description on Edit—If
enabled, a display field that cannot be edited is included just before
the Description
field that allows the Agent to scroll through previously entered descriptions
without opening a separate View
Current Description window.
Edit
Most Recent Description—If
enabled, the last description of an Issue appears on the edit page in
a separate box for editing purposes. This
option is only available to administrators or other users with the correct
role permission.
Prefill
New Issues With My Contact Information—If
enabled, the Contact
Information section of the Issue is always pre–populated with the
Address Book record of the Agent entering Issue data. The
Agent must have a corresponding record in the Address Book for this to
work. Otherwise,
the fields remain empty.
Open
attachments from a new window—If
enabled, a new window is opened when you click on a file attachment to
download it. The
default is "Disable".
Behavior after issue create/edit—The three options in this drop-down are: Close window and/or refresh homepage, Display issue details, and Display confirmation page only. Close window and/or refresh homepage closes the Issue page window. Display issue details displays the Issue details page in a new window after submission. Display confirmation page only displays a View Issue button and a Close Window button. Clicking the View Issue button displays the Issue details page. On a heavily used system (one with many agents and Issues) the Display confirmation page only option provides the best performance, while the other two options are about equal in terms of their affect on system performance.
Quick
Descriptions/Signatures—If
you select the link, a window is displayed that allows you to create pre-defined
text with which to populate the Description
field in the Create
Issue and Edit
Issue pages. This
can be used to create a personal signature, or to have common answers
readily available. To
use a quick description when completing a Create
Issue or Edit
Issue page, select the name of the quick description from a drop-down
list located in the Description
field title bar. Additional
information for creating, editing, and deleting quick descriptions is
below.
Require Password for Issues—The
security option allows you to restrict others from updating your assigned
Issues or creating or editing Address Book entries (for example, if you are away from your desk) by requiring a password.
If enabled,
a password is required each time you create or edit an Issue or an Address Book entry.
Create a Quick Description
To create a quick description:
Select Preferences and then click the Quick
Description link in the Issues
section on the Preferences page. A
Quick
Descriptions pop-up is displayed.
Enter a name for
the quick description in the Create
section, then enter your password and click GO.
A multi-character field is displayed.
Enter the text for
the quick description into the multi-character field and click GO.
The description is
saved and the Quick
Description pop-up is displayed to allow you to create, edit, or
delete additional quick descriptions.
Once a quick description has been created, a drop-down
box appears on the Create
Issue and Edit
Issue pages in the Description
field title bar. The
drop-down box contains the name(s) of the quick description(s) in the
Workspace. If
the Agent selects a name from the drop-down, the Description
field is populated with the pre-defined text. The
Agent can still enter additional text in the Description
field.
Edit a Quick Description
To edit a quick description:
Select Preferences and then click the Quick
Description link in the Issues
section on the Preferences page. A
Quick
Descriptions pop-up is displayed.
Click on the name
of the quick description in the Edit
section, then enter your password and click GO. A multi-character field is displayed.
Make the changes
you want to the text in the multi-character field. You
can delete, add, or alter text as you see fit. When
you are done making changes, click GO.
The description is
saved and the Quick
Description pop-up is displayed to allow you to create, edit, or
delete additional quick descriptions.
Deleting a Quick Description
To delete a quick description, which removes the quick description from
the drop-down box on the Create
Issue and Edit
Issue pages:
Select Preferences and then click the Quick
Description link in the Issues
section on the Preferences page. A
Quick
Descriptions pop-up is displayed.
Click on the name
of the quick description in the Edit
section, click the Check
this box to delete the selected Quick Description checkbox, then
enter your password and click GO.
The quick description
is deleted and the Quick
Description pop-up is displayed to allow you to create, edit, or
delete additional quick descriptions.