Edit Articles

With this new functionality, it is possible to edit internal articles within tickets.

Ticket Creation

Tickets are created from any form: “Create New Phone Ticket - Create New Email Ticket - Create New Process Ticket - Issue a new Ticket(Customer)”.

Create Internal Article

An internal note is created from possible article forms: “Agent Ticket Pending - Agent Ticket Note - Agent Ticket Owner - Agent Ticket Priority - Agent Ticket FreeText”.

Edit

When selecting the internal note, the Edit button is enabled.

Button Edit.
Agent Ticket Article Edit

Clicking on Edit proceeds to display a new screen, where the following options are enabled:

Ticket Settings

Displays dynamic ticket fields published in the edit form.

Field Ticket Settings.

Add Article - Subject: Enables editing the subject field. - Article: Enables editing the body text field.

Fields Add Article.
Attachments

Displays the field for attaching files to the article.

Field Attachment.
Article Dynamic Field

Enables editing the value of dynamic article type fields published on the edit screen.

Dynamic Field Article - 'Test'.
Submit

Used to save changes.

Button Submit.

Article Versions

Versions button disabled.
History Versions.
  • Version 1

    Version #1 of the articles shows the original note without modifications.

  • Version 2

    Version #2 is the first edit of the original article.

  • Version 3

    Version #3 is the second edit made to Version #2, and new modifications will be added consecutively.

Delete

There is the possibility to delete internal articles of the ticket with the “Delete” button located to the right of the versioning dropdown field.

Delete Button.
Deleted Article.
Hide Deleted Articles

In the top menu bar where links to note forms are located, a new button is now displayed that allows hiding deleted articles from the Article Overview.

Button Hide deleted articles.
Button Hide deleted articles.
Show deleted articles

After hiding deleted articles, the button to show deleted articles is enabled in the Article Overview.

Button Show deleted articles.

Restore

After deleting articles, the button to restore the deleted article is enabled. To view the article, it must be visible and selected. The restore button will now appear where the delete button was displayed.

Menu buttons Article.
Buttons restore Article.

History

Every time a modification is made to the articles, it is recorded in the ticket’s history.

Article Modification

History action of Modification.

Modification of the value of dynamic Article and Ticket type fields

History action of Modification value Dynamic Field.

Deletion of articles.

History action of Deletion.

Restoration of articles.

History action of Restoration.