Using the Content Manager

Use the Content Manager to display lists of news feeds, charts, and views, and access these items for editing, copying, enabling or disabling for mobile use, and enabling or disabling read/unread marks. Use the options on the left to filter the list and display desired views and charts, and then use the checkboxes to select items for further action. Your selections will be retained the next time you use the Content Manager.

If you have access to open an item, its name will be a link. An asterisk after a view name indicates that a chart is based off of it.

Filters

Type

Charts display iSupport incident, problem, change, and purchase request data for a specified time frame in the Chart or Gauge component in the iSupport Desktop and in the Chart component on a mySupport portal. Note that you can only copy charts included in iSupport by default. Area, stacked area, bar, stacked bar, column, gauge, pie, line, and stacked line charts can be created. Views display iSupport data in rows in the View component on the iSupport Desktop and on mySupport portals. News feeds can contain discussion posts (entered via news feeds on the iSupport Desktop and mySupport portal) and/or entries for work item updates in the News Feed component. Reports are views that enable you to configure calculated counts, percentages, sums, averages, minimums, and maximums on all selected fields.

Audience

The mySupport option displays items that are created for display to customers using a mySupport portal. These items are created/edited via the Chart Designer, Standard View Designer, and Report View Designer options under mySupport Content on the Desktop Content menu. The Rep option displays items that are created for display to support representatives and administrators using the iSupport Desktop. These items are created/edited via the Chart Designer, Standard View Designer, and Report View Designer options under Desktop Content on the Desktop Content menu.

Availability

Views and charts are designated as Personal or Shared via the Access field in the Chart and View Designers. Personal includes items that you have created and designated as Personal; Shared includes items that have been designated as Shared or are included in iSupport by default. Other Personal includes items that have been designated as Personal by other support representatives. The personal views of other support representatives will appear in the Content Manager with their name if you have the Edit Other Personal View or Delete Other Personal View permission, and the charts marked as personal by other support representatives will appear if you have the Edit Other Personal Chart or Delete Other Personal Chart permission.

Modules

The Modules list includes options for the data sources from which views are created; these options indicate the types of data on which views are based. The Custom option displays custom SQL views/queries of iSupport data configured via the Design Custom View link in the Standard View Designer. Note that the Work Items option includes views with mixed (incident, problem, change, and purchase) work items and a limited range of fields.

Miscellaneous

Favorite - This option will display the views in your Favorites folder in the View component. Include a view in the Favorites list by right-clicking on a view in the selection dropdown and selecting Add to Favorites.

Enabled/Disabled - These options display views and charts that have been enabled or disabled (respectively) in the Standard View Designer, Report View Designer, and Chart designers. Note that support representative permissions may prevent display of views and charts.

Enabled/Disabled Mobile - These options display views that have been enabled or disabled (respectively) for display on a mobile device via the Standard View Designer or Report View Designer; enabling a view for display on a mobile device will cause the content to appear in rows instead of columns. Note that mySupport portal views are automatically mobile-enabled.

Enabled/Disabled Unread - These options display incident, problem, change, and purchase views that have read/unread indicators enabled or disabled (respectively) via the Standard View Designer or Report View Designer. In a view with the read/unread function disabled, all folders are blue. In a view with the read/unread function enabled, a green icon displays next to an unread item or a folder with both unread and updated items, a yellow icon displays next to a folder with at least one updated item, and a blue icon displays next to a closed or read item or a folder with both closed and read items.