Creating Headlines Creating Headlines
Support representatives with applicable permissions can create informational headlines and enable display via the following methods:
For support representatives using the Desktop, you can display headlines
in views
and feeds, as well as in the Notification
Center list and popup.
For customers using a mySupport
portal, you can display headlines in a mySupport-enabled views and feeds,
as well as the Notification
Center list and popup.
To access the Headline entry screen, select Headline on the Desktop 
Create
menu. Note that you can also create a new headline from the Incident and
Problem entry screens. Headline
Entry Screen Example
Expires |
Select the day on which the headline should no longer display. (The headline will not display on this day.) |
Available to Customers |
Select Yes to enable display of the headline on a mySupport portal. |
Show in Desktop Notification Center |
Select Yes to enable the headline for display on a mySupport portal in the Notification Center list and popup. The popup will appear each time the customer logs in until the headline expires or is deleted. |
Notification Center Popup Enabled |
Select Yes to
display the headline in a popup
in the Notification Center |
Notification Center Message |
Enter the text
to display in the list of notifications accessed via the Desktop
Notification |
Available to Support Reps |
Select Yes to enable display of the headline on the Desktop. |
Show in Desktop Notification Center |
Select Yes to enable the headline for display in the Notification Center list and popup; when the support representative clicks on the headline in the list, it will display in the Headline Entry screen. The popup will appear each time the support representative logs in until the headline expires or is deleted. A "Reactivate Desktop Notification?" prompt will appear every time the headline is saved in this screen; select Yes to re-display the headline in the list and popup if it had been dismissed earlier. |
Notification Center Popup Enabled |
Select Yes to display the headline in a popup in the upper right corner of the Desktop. |
Notification Center Message |
Enter the text
to display in the list of notifications accessed via the Desktop
Notification |
Message |
Enter the headline to display in views, feeds, the Desktop and/or mySupport portal. You can use HTML tags to format the text. If the Show in Desktop Notification Center field is enabled for customers, this text will appear as the first paragraph in the Notification Center dialog that appears when the headline is clicked in the list. |
Details |
Enter additional information for the headline; you can use HTML tags to format the text. If the Show in Desktop Notification Center field is enabled for customers, this text will appear under the message in the Notification Center dialog that appears when the headline is clicked in the list. |
Use the History tab to view notations on all headline actions.
Use the Group Access tab to restrict display of a headline to members of support representative and customer groups. Click the Add link to display the following dialog for selecting the groups. After you add one or more groups and save, the headline will display only to members of the selected groups. Note that group access permissions restrict the ability to open a record; data will still display in views, charts, and reports.
Use the Associated Work Items tab to associate an existing incident or problem with the headline.
The Twitter 
icon will appear in the Headline screen if you have the Publish to Twitter
permission and a Twitter application has been entered in the Options and
Tools | Social Media Integration | Twitter Application screen; when clicked,
the Publish to Twitter
dialog will appear with the contents of the message
and details (for headlines) or the short description (for problems). If
multiple Twitter applications have been created, you can select the account
to which the headline or problem should be published.
list
on a mySupport portal. 
icon.
