Adding a Note

Use the 'Add a note' button to append your username and the current date to a field, which aids in adding context or comments. The functionality is similar in both Agent and classic user interfaces.

Working with Rich Text Fields

Rich text fields offer editing tools to improve readability and formatting:

• Headings, alignment, inline styling
• Bold text, font colors
• Bullet points, numbered lists
• Hyperlinks
• Image insertion
• Copy-pasting formatted text and images (recommended formats: jpg, png, gif)

Note: Images cannot be sent to the Self-Service Portal.

The functionality is similar in both Agent and classic user interfaces.

Editing Multiple Data Cards

You can edit multiple data cards simultaneously by following these steps:

1. Select the desired data cards from the list view.
2. Click on 'Edit' and choose 'Edit selected data cards' from the dropdown menu.

In the dialog that appears, you have the option to specify the field you wish to edit and the new value that should be applied to it.

Tips for Efficient Editing:

• To add a new value to all the selected data cards, click the plus (+) button. This will apply the value to the specified field across all selected cards.
• To remove a value from the selected data cards, click the X button. This will clear the specified field across all selected cards.
   

Saving Your Edits:

• Click the 'Save' button to apply your changes to the selected data cards. You can then continue to edit the same data cards if needed.
• Use the 'Save & Close' button to save your changes and exit the multi-edit dialog. Note that the data cards will remain selected in the list view even after you close the dialog.

Transforming Data Cards

The 'Transform' function is particularly useful when a resolution from a Service Desk incident needs to be documented in the Knowledge Base. Here’s how to use the 'Transform to xxx' command, which is accessible in the Edit menu when the data card is open and the template is set up to allow transformation.

Steps for Transformation:

1. Navigate to and open the data card you wish to transform.
2. Click on the 'More' button and then select 'Transform to xxx'. If the system offers multiple template options as the transformation target, you'll need to choose the appropriate one.
   1. During the transformation process, predefined fields from the original data card will be automatically copied to the new data card.
3. Once the content is copied, proceed to enter any additional necessary information into the new data card fields. After filling in the details, save the new data card. The original (source) data card will remain unchanged. Depending on the setup, the original and the new data card may be linked post-transformation.
    

Important Consideration:

The transformation process cannot be completed if any required fields on the data card are missing values. Ensure all mandatory fields are populated before attempting to transform a data card.
 

Copying Data Cards

To replicate existing data cards, you can utilize the copying feature directly from the list view. Here's the process to copy any selected data cards:

1. From the list view, tick the checkboxes next to the data cards you wish to copy.
2. Navigate to the 'Edit' menu and select 'Copy selected data cards'.

Note: The option to copy data cards must be enabled within the template settings to make the copy command available.

When you copy data cards, the system will generate an identical duplicate of each selected card. The only differences will be:

• The name of each copied data card will include the "_copy" suffix to distinguish it from the original.
• The creation time of the copied data cards will be set to the time when the copy action was performed, reflecting the actual time of duplication.

Moving Data Cards

To reorganize data cards by moving them to different folders, follow these steps:

1. In the list view, check the boxes next to the data cards you intend to move.
2. Click on the 'Edit' menu and choose 'Move selected data cards'.
3. A dropdown will appear; select the desired new folder from this list.
4. Confirm the move by clicking 'OK'.

Important Note: There are instances where data cards are automatically sorted into specific folders based on the value of a particular field. If that's the case, changing the folder of a data card is accomplished by altering the value in that specific field.

Deleting Data Cards

The process to delete data cards is typically reserved for cleaning up redundant or erroneous entries, as most systems prefer to retain records for reference or historical data analysis. Here's how you can delete data cards if you have the necessary permissions:

Standard Deletion Process:

1. In the list view, select the data cards you want to delete by checking their corresponding boxes.
2. Click on 'Edit' and select 'Delete selected data cards'.
3. A confirmation prompt will appear. Confirm your action to move the data cards to the Trash can.

Deletion from View Mode:

1. When viewing a single data card, you can delete it by clicking on 'More' and selecting 'Delete data card'.
2. If you don't have the required permission to delete the data card, an error message will be displayed.

Data Card Deletion in the New Agent UI

In the Agent-UI, open the data card and click on the More-menu. Then click “Delete data card”:

Trash Can Management

The Trash can is a temporary storage for all deleted data cards. Users can see only those cards they have permissions to access.

Restoration: If you have deletion permissions, you can also restore data cards from the Trash can back to their original folders.

Permanent Deletion: Similarly, those with the appropriate permissions can permanently delete data cards from the Trash can.

Remember, deletion actions are typically irreversible, especially once a data card is permanently deleted. It's important to ensure that any data you delete is no longer needed or that you have a backup if necessary.