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Issue Page Preferences

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:

1. Select Preferences and then click the Quick Description link in the Issues section on the Preferences page.  A Quick Descriptions pop-up is displayed.
2. Enter a name for the quick description in the Create section, then enter your password and click GO. A multi-character field is displayed.
3. Enter the text for the quick description into the multi-character field and click GO.
4. 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:

1. Select Preferences and then click the Quick Description link in the Issues section on the Preferences page.  A Quick Descriptions pop-up is displayed.
2. 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.
3. 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.
4. 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:

1. Select Preferences and then click the Quick Description link in the Issues section on the Preferences page.  A Quick Descriptions pop-up is displayed.
2. 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.
3. The quick description is deleted and the Quick Description pop-up is displayed to allow you to create, edit, or delete additional quick descriptions.

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