Configuring News Feeds Configuring News Feeds
The News Feed component
on the Desktop contains feeds that can contain discussion posts entered
via news feeds on the iSupport Desktop and mySupport portals and/or entries
for work item updates. To create a news feed, you can select 
Create Feed in the Desktop
News Feed component dropdown, select 
News Feed Designer
on the Desktop Content menu, or select News Feed on the Create menu in
the Content Manager.
The List Under field determines how to list the news feed in the Active Feeds folder in the news feed dropdown; select My Name to list the news feed under your own name or select a group to list a shared news feed under the name of one of your groups.
Use the Active button to remove the feed from the Active Feeds folder in the news feed dropdown and include it in the Inactive Feeds folder. This will make the feed read-only - support representatives will still be able to view the feed and any discussion posts in the feed will be included in global searches. The feed will be removed from the mySupport portal.
If you have Discussion Feed Administrator access (enabled in your profile
record), you can create shared feeds that can be viewed by others, and
edit all shared feeds (via the Edit 
icon next to
the feed name dropdown and the Edit button in the Content
Manager). Note that you can manage a customer's discussion feed subscriptions
via the Discussion Feed Subscriptions field in the customer's Profile
record.
You can include discussion posts, work item updates, or both in news feeds.
Enabled - Select Yes to include discussion posts in a news feed.
Discussion Only - Select Yes to include only discussion posts in the feed. The following fields will appear:
Allow Post Removal - Select this checkbox to enable any support representative with Discussion Feed Administrator access to remove a discussion post in the feed. This will hide the post from other participants viewing the feed, but the post will still be available in discussion feed views. The text "This post has been removed due to content that violates our user guidelines." will appear in place of the entry; this text can be changed for the mySupport portal via the Resource Editor.
Allow Post Deletion - Select Yes to enable any support representative with Discussion Feed Administrator access to delete a discussion post in the feed. This will delete the post entirely.
Allow Post Move - Select Yes to enable support representatives with Discussion Feed Administrator access to move a discussion post and all of its replies to another discussion. An email will be sent to the author of the post. This email will not be sent if the person moving the post is not the author of the post.
Show Company - Select Yes to include the following in the avatar hover text for a discussion post:
“works at <company>” after the customer’s name on a customer post on both the Desktop and the mySupport portal
"forum representative" after the support representative’s name on a support representative post on the mySupport portal
The hover text can be changed for the mySupport portal via the Resource Editor.
Likes/Dislikes - Use this field
to include Like 
and Dislike 
icons on each discussion post. You can display the names of support
representatives and customers who have liked and disliked discussion posts
by hovering over these icons; select the Anonymous Likes or Anonymous
Dislikes options to prevent display of these names.
Allow Customer
Share - Select Yes to enable customers to share a post via the
mySupport portal. When a customer clicks the Share This Post 
icon, the customer’s mail
client will appear with the content of the post and a link to the post.
Allow Rep Share - Select Yes to enable the Share This Post option for support representatives to share a discussion post via email. Use the Sharing Template field to select a predefined correspondence template that will be applied in the Correspondence screen; include fields can be used to insert information related to the discussion post.
Allow Customer Poll - Select
Yes to enable customers to create a poll-type
post; after the user selects a response, the results
will appear in a graph.
After a customer creates a discussion post, an Edit
icon will appear to the customer for 15 minutes. Note that poll posts
will display only to authenticated users.
Allow Rep Poll - Select Yes to enable support representatives to create a poll-type post; after the user selects a response, the results will appear in a graph.
Discussion News Feeds - This field appears if No is selected in the Discussion Only field; use it to include entries from other shared discussion-only news feeds.
The following fields appear for discussion-only feeds:
Customer Follow Notification - Select the email notification to be sent if a customer selects the Follow This Post option and someone replies to the post. These notifications are set up in the Configuration module.
Rep New Post Notification - Select the email notification to be sent if a support representative adds a post to the feed. These notifications are set up in the Configuration module.
Customer New Post Notification - Select the email notification to be sent if a customer adds a post to the feed. These notifications are set up in the Configuration module.
Use the Custom Field tab to add a custom field to posts in a discussion-only news feed. You can make it required, enter options for selection (separate with a comma), and set a default value. Posts can be sorted by the custom field configured for a feed. Note that custom fields do not appear in replies.
Support representatives can select a value for the custom field while creating a new post. The custom field will appear with a dropdown to support representatives with Discussion Feed Administrator access; another value in the dropdown list can be selected or a different value can be entered. The custom field will appear without a dropdown to support representatives without Discussion Feed Administrator access.
Work item tabs will appear if No is selected in the Discussion Only field on the Discussion Posts tab. Use the work item-specific tabs to restrict display of work items. Use the Filters field to restrict content to a specified incident, problem, change, or purchasing value; for example, you can specify that only incidents for a specified company appear. Use the View checkboxes to restrict entries by assignment and authoring.
Use the History Type checkboxes to restrict entries to appear only if an action creates a work history entry of that type. For example, if only the Correspondence History checkbox is selected in the History Types section, an entry will appear only if a correspondence is received or sent from a work item.
The Access tab appears if you have Discussion Feed Administrator access enabled in your Support Representative Profile record. Select Yes in the Shared field to enable representatives and customers to view feed entries. (If No is selected, only you will be able to view the feed entries.) You can restrict availability to selected support representative groups and individual support representatives (in addition to yourself). When you add a support representative group or support representative, feed entries will only be available to those support representatives. Permissions for editing other personal news feeds are included in the Desktop Content Permissions configuration screen.
If it is a discussion only news feed, you can also restrict access for customer groups and individual customers. Use the Add Customer Group and Add Customer fields to select the customer groups and customers that can view feed entries. Use the Post checkbox to enable the Create Discussion Post link for a customer or customer group, and the Reply checkbox to enable the Reply link for a customer or customer group. Clear both checkboxes to restrict a customer or customer group to view-only access for a feed.
Note that you can subscribe a customer to a discussion feed and remove a subscriber from a feed (for example, if messages to a subscriber are returned) via the Discussion Feed Subscriptions field in the Customer Profile screen.
