U19 Pop-Out Help

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titleViewing the Workflow Activity

To view all the tickets to which a workflow was applied, on the Workflows tab, double-click the workflow for which you want to view the tickets, and then click the Activity subtab.
A table with the tickets to which the workflow was applied appears. The table displays the following columns:

  • Version: Version of the workflow that was applied to the ticket.
  • Executed at: Date and time when the workflow was applied to the ticket.
  • Ticket: Number of the ticket.
  • Ticket Name: Subject of the ticket.
  • Event: Event (trigger) when the workflow was applied to the ticket (that is, when the ticket was created or updated, or when a nightly run was initiated).
  • Condition: Properties of the ticket that determines if the workflow is applied to the ticket. The value Always indicates that the workflow was applied to the ticket regardless of its properties.
  • Action: Action resulting from the workflow.
  • Action Body: Information about the action.

Info

You view the tickets using the search option, specify the Ticket Number, Start Date and Time, and End Date and Time.

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  • Click Save.
    The design of the ticket view is saved.

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    titleCreating and Designing a Ticket View

    To create and design a ticket view:

    1. On the Views tab, on the VIEWS subtab, click New.
      The New Ticket Search View window appears.

    2. Specify values in the following fields, and then click Save:

      • Name: Identifies the view.

      • Type: Indicates the type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable.

      • Description: Provides a description of the view. This field is optional.
        The ticket view is created and is available on the VIEWS subtab. The Design tab appears to enable you to design the view.

    3. On the Design tab, specify values in the fields.

      info


    For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation.

    Tip

    In the Ticketing Config window, on the Views tab, on the VIEWS subtab, you can:

    • Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
    • Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
    • Modify the design of a ticket view by double-clicking the row displaying the view.
    • View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
    • Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.

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    You can view your tickets by specifying the criteria in the filter Criteria tab. By default, the filter Criteriatab consists of a few fields. You can specify your choices in the fields and save the changes.

    For more information on managing ticket filters, see Managing a Ticket.  

    Info

    The Summary section displays the following:

    • Filter Criteria: All the selected criteria appear.
    • Fields to Display: All the fields that are present in the Filter Criteria tab will appear.
    • Restrict Editors: If the ticket contains any restricted editors, then the name will appear.
    • Restrict Visibility: If the ticket contains any restricted visibility, then the name will appear.

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    titleConfiguring the Screen Display

    To configure the ticket display:

    1. To configure the display of the main area of a ticket:

      1. On the Screen tab, double-click the ticket type for which you want to configure the display.
        The Ticket Highlight and Ticket Detail subtabs appear for the ticket type.

      2. On the Ticket Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of a ticket, and then click the right arrow icon The selected fields appear in the Selected section.

        Tip

        You can filter the fields in the Available section using the Filter box.


      3. In the Selected section, select the field that you do not want to be displayed in the main area of the ticket, and then click the left arrow icon .The selected field is removed from the Selected section, and it appears in the Available section.

      4. To define the position of a field in a ticket, in the Selected section, drag the field to the desired position. 

        Info

        The order in which the fields appear in the Selected section represents the order in which they appear in a ticket. 

      5. To modify the properties of the selected fields, in the Selected section, click the cell containing the property you want to modify, and then specify the desired property.

        Info
        • You can revert your changes by clicking Reset.
        • You can preview your changes by expanding the Preview section.

    2. To configure the display of the area on the Detail tab of a ticket, perform the previous step on the Ticket Detail subtab.

      Info

      The Group column in the Selected section represents that section on the Detail tab in which the field appears (for example, Description, General, or Scope). You can modify the value in this column by clicking the cell displaying the value and then selecting the desired section.

    3. Click Save.
      The display of the main area and the area on the Detail tab of a ticket for the selected ticket type is configured.

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    The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVoxthe platform. You can define the acceptable values for different fields within ticketing.

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    titleGeneral Settings

    You can update the following options in the General section:

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    titleBulk Ticket Upload

    If you want a ticket that already exists in LiveVox the platform to be overwritten when the same ticket is uploaded to LiveVoxthe platform, in the General section, select the  Bulk Ticket Upload checkbox. Otherwise, clear the checkbox.

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    titleMentions to Followers

    If you want to communicate to the ticket followers about updates made to the ticket, in the General section, select the Mentions to Followers checkbox. You enable that when an agent is assigned to a ticket they automatically are added as a follower of a ticket and will get all updates on the ticket.

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    titleChannel

    A channel is a source of communication, for example, SMS, email, Fax, message, and so on. You can update or add a new communication channel to the channel list. Before this release, you had limited options in pre-selecting channel options. You can now define the source of a Ticket, and it is available wherever the Channel drop-down is visible. 

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    titleCreating a Channel

    To create a new channel:

    1. On the Configure tab, go to Ticketing > Tickets Config.
      The Ticketing Config window appears.
      On the Settings tab
    2. Click Image Modified.
    3. The New Channel pop-up window appears.
      By enabling Channel, you can easily track the source where the ticket was created; the source is displayed wherever the field is visible. 
    4. Specify the channel name and click OK.
      The new channel is created and added to the list.
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    titleUpdating a Channel

    You can update an existing channel name. 

    To update an existing channel:

    1. On the Configure tab, go to Ticketing > Tickets Config.
      The Ticketing Config window appears.
    2. On the Settings tab.
    3. Double-click on the existing channel.
    4. The text option is enabled for you to edit the existing name. 
    Info

    You can delete an existing channel or a newly created channel. To delete an existing channel, hover over an existing channel, icon appears. Click the delete icon. The channel is removed from the channel list.

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