Configuring mySupport News Feeds

Feeds on mySupport Portals

Feed configuration involves setting the access, search, sort options, and layout (fields to display) for a feed. Note that the customer can change the sort field and direction. The initial settings are different depending on whether you are including the feed in a component or displaying the feed via a navigator link.

• For navigator items, you’ll first use the Navigator Item screen to select the type of navigator item and other navigational options. In the Type field you can select a news feed for incidents, archived incidents, problems, purchases, changes, service contracts, and service requests.

  

Navigator items display functionality in full screen with a global search bar; the Include Buttons To field is included in the Edit Feed dialog for enabling buttons that will create an incident, display a self help guide, or create a discussion post to appear after text is entered in the search bar. Use the Layout field to add the fields that should display in the feed.

• For components, you’ll select a specific work item type in the Component Settings dialog. A Search and Sort field is included for including a search bar. Click the Configure icon next to the Feed field to configure the layout and sort options.

  

  

Configuring Access

Use the Customers With Access and Customer Groups With Access fields on the Access tab to select the customers and customer groups that can view feed entries. If left blank, no restrictions will be in effect.

Configuring Global News Feeds

Global work item feeds contain multiple types of entries, including work items and discussion posts. In the Feed Settings dialog, select the types of items to include in the feed.

Include in News Feed/Required Settings in Options - Select the types of items to include in the feed; hold down the Ctrl key to select multiple entries. These items are included depending on what is enabled in Feature Basics. Items appear on the news feed in descending order according to the date and time modified. Work item news feed entries will include the work item type, elapsed time since the item was modified, and a history entry.

The following settings are applicable in Options; click Edit in the Required Settings in Options field to review or modify these settings.

• The One Field Per Row in News Feed field in Basics/Global Search options
• The Update link, statuses to display, and history types to display in <work item type>/Display options

If including discussion posts, posts from all shared-access discussion feeds (those that do not restrict customer access) will be included. Support representatives configure discussion feeds on Desktop dashboards; if configured, authenticated customers can create discussion posts for a news feed by entering text in the search bar and clicking the Discussion Post link, by clicking the Create Discussion Post button in the mySupport portal Knowledge screen, or by clicking the Create a Discussion Post link when viewing a discussion feed. Discussion posts can be viewed and managed via the Discussion Post Management screen.