Adding References to Data Cards

References in data cards are used to link to related items, like associating an incident with a specific piece of hardware or software in the system. Here's how to add references:

1. In the data card you're editing, navigate to the reference field. Begin typing a keyword associated with the data card you wish to reference.
2. As you type, a dropdown menu will appear with suggestions that match your search term. 
3. If available, hover over an item in the dropdown. A pop-up window should appear showing more details about that suggestion, helping you to confirm if it’s the correct reference.
4. If you can't find the data card you're looking to reference, and you have creation permissions, you can select the "Create new" option typically located at the top of the dropdown menu. This will allow you to create a new data card to reference.
   1. This option is not available in the Agent UI.

For single-value reference attributes, the reference search popup allows the user to select one reference value at a time.

When the popup is opened:

1. The user searches for the desired reference value.
2. The results are displayed in a list view table.
3. The user selects a single item from the results.
4. The selected value is applied to the reference attribute.

Selecting a new value replaces the previously selected reference.

Only one reference value can be selected for single-value attributes. Multi-selection options are not available.

Manage Multi-Value Fields:

If the reference field allows for multiple values, the already selected values will be listed below the dropdown menu. You can add multiple references as needed by repeating the search and select process for each new reference.

Note: The ability to see more detailed information in pop-ups (as in step 2) and to create new data cards (as in step 3) are features designed to improve user efficiency. They allow for quick verification and the addition of new, related information without having to leave the current workflow.

It's important to ensure that references are accurate and up-to-date to maintain the integrity of the data within the system. If you find that you often need to add new data cards that aren't yet in the system, it might be worth considering a review of the data entry and management process to see if there are ways to streamline and improve this workflow.

References in the New Agent UI

In the Agent UI, the graphical layout has been slightly updated:

Adding a Worklog Entry

To add a new entry to the worklog:

1. Click on the designated button that opens the worklog field.
2. Type your new entry into this field.
3. Once you've completed your entry, click the "Post" button to add it to the log. Your username and the current date will automatically be recorded with the new entry.

Highlighting a Worklog Entry:

After posting your entry, you can click the star icon to highlight this entry. This will make the entry stand out in the list view, indicating that it is of particular importance or requires attention.

Note: A worklog entry is not editable after posting, ensuring that the history of work remains unaltered.
The star icon is used for highlighting entries in the list view for easy identification.
Using these functions allows for a clear and concise record of activities, updates, and important notes that can be easily referenced by users with access to the data card worklog.

Worklog Entry in the New Agent UI

In the Agent UI, the Worklog has been renamed to "Internal comments" and the highlighting worklog entry works now by making it unread (Albrecht Peter's comment below is unread and the same icon is shown next to the Internal comments -header):

Otherwise, the functionality remains the same in the Agent UI.

Managing Emails Within a Data Card

Sending and Receiving Emails:

Emails related to a particular issue can be managed directly within the data card. Incoming emails are indicated with an envelope symbol in the list view.

The email section of a data card can be expanded into a separate window by clicking the icon in the top right corner.

Handling Read/Unread Status:

When you open an email, the envelope symbol in the list view will disappear, and a yellow star icon will change color. To mark an email as unread, you can click on the star.

When an unread email is clicked and opened in detailed view, it is updated to read. This also works when discarding and deleting email as well

Composing a New Email:

Click "New message" to compose a new email regarding the issue. If there are multiple email templates available, select the most appropriate one from the "New message" dropdown menu. 

By default, the customer’s email address will be populated in the "To" field. You can add new recipients or remove existing ones. For additional email header options like "cc" and "bcc," or to edit the subject, click “Show all header fields.” Note that scrolling is possible if the address book gives a lot of values when writing something in the fields from, to  from, to, cc or bcc.

Use the "Add a file to this email" button to attach files to the email. Alternatively, drag files into the "Drag & drop here" area to attach them to the email.  Images can be added to an email by copying and pasting them directly from your computer's clipboard. File attachments are displayed in the attachment section of the email editor. 

Emails in the New Agent UI

In the Agent UI, the graphical layout has been slightly updated:

File Attachments in Data Cards

The section for file attachments is meant to consolidate all related files, including those received as email attachments. You can upload additional files by clicking on the "Select a file to upload" button or by using the drag-and-drop feature.

If there are files that are not needed, you can remove them by clicking the "X" next to the file's entry.

File Attachments in the New Agent UI

In the Agent UI, the graphical layout has been slightly updated: