Configuring mySupport Options

Use the mySupport Options screen to configure the dashboards and navigator, as well as the functional settings that apply to features accessed via navigator links and components. An option set controls the user experience through associations with customers, customer groups, and companies. You can also configure a mobile device interface for customers and a mySupport Options set for mobile use, and then assign it to a customer, company, or customer group.

Note that content may not appear to customers if group access is enabled for a feature or settings in the customer’s Customer Profile record to prevent access to a feature.

You can customize the terms on a mySupport portal using the Resource Editor in the Utilities directory.

Each portal must contain at least one dashboard; to create one, click the Add+ tab and enter a name and description of the dashboard. You can use the Create From option on the dropdown menu to create a dashboard based on an existing dashboard. A row will appear for you to drag components from the Designer list on the left; you can add more rows and columns using the icons in the upper right corner of the row.

To add a left-side navigator link, add sections via the Add Section

icon and then use the Add

menu icon to add links, separators, and submenus on the Navigator tab. The Options dialog will appear with the settings required for the feature. See Configuring Buttons and Dashboard Components for more information on configuring buttons and dashboards; click here for tips on navigators and components.

Work item feeds will only appear after a customer logs in.
Features accessed via a navigator link will display full-screen, and feeds will always appear with a header. If you want customers to be able to save searches for a feed, you'll need to use a navigator link for the feed.
If you want to have the discussion digest, auto refresh, and view my posts only options available for a discussion feed, you’ll need to use a navigator link or component with a header. These options will not be included if you include a discussion feed in a component without a header.
You can associate a tutorial with a navigator link, causing the tutorial to display the first time a customer accesses the link.
If including the Follow button on a knowledge entry, be sure to add to your portal a global feed with knowledge entries included.
If including the Related Items field in a work item display layout, the link that displays to the user will only display the types of items for which you have a feed navigator link included on the portal.

Refer to the following topics for information on configuring options for a mySupport portal:

See Creating a mySupport Navigator for information on defining the section headings, submenus, and links available in the navigation frame on the mySupport portal.