Feeds on mySupport Portals

You can include the following types of feeds on a mySupport portal:

Work history updates for one type of work item via a configured <work item type> News Feed link on the mySupport navigator or a Feed component added using the Designer. For work item entries, an Update link can be included for the customer to add to the work history, and a Create Incident link can be included when a customer opens a Problem update.
Discussion posts and updates for one or more types of work items via a configured Global News Feed link on the mySupport navigator or a Feed component added using the Designer.
Posts from one or more shared-access discussion feeds via a configured Global Discussion News Feed link on the navigator.
A list of all discussion-only news feeds via a configured Discussion News Feed List link on the navigator.
A specific discussion news feed via a configured Discussion News Feed link on the mySupport navigator or in a Feed component added via the Designer.

Available Options for Discussion Feeds

The discussion digest icon to subscribe to an email regarding news feed activity that can be sent daily or weekly.
The Auto Refresh On icon and Off icon starts and stops automatic refresh of the news feed (but replies and your posts will still appear). The pause will be released when a customer manually refreshes the component, creates a post, or when the page is reloaded.
The View My Posts Only icon on global news feed and on specific discussion feed restricts the posts in the feed to only those created by the customer.

Following and Sharing Discussion Posts

The Follow This Post icon enables an email notification to be sent when someone replies to the post. Notification content is created via the Discussion Post/Default tab in the Email | Custom Notifications screen; it is selected for the discussion feed via the Customer Follow Notification field in the Discussion Posts section of the configuration dialog for the news feed on the Desktop.
If Allow Customer Share is configured for a news feed (via the configuration dialog for the news feed on the Desktop), the Share This Post icon enables a customer to email the post. The customer’s mail client will appear with the content of the post and a link to the post.

Creating and Editing Discussion Posts

If configured, authenticated customers can access the Create a Post link on a feed, on an individual knowledge entry, or under the Global Search field after text is entered. Note that access to post and reply creation for customers and customer groups can be controlled via the Desktop News Feed configuration dialog.

While creating a post, customers can format the post, select an image to include, and create a poll-type post with radio button response options. The poll post will appear with radio button response options. Poll posts will display only to authenticated users. 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.

The Follow option in the Create a Discussion Post dialog enables an email notification to be sent when someone replies to the post. A user’s first discussion post or reply will determine the default for the Follow option in the Create Discussion Post dialog this default can be changed in Account Settings.

Removing and Deleting Discussion Posts

Discussion posts and replies can be removed or deleted in the following ways:

A customer can remove a post that they created if there is no reply. This will delete the post entirely.
A support representative that does not have Discussion Feed Administrator access enabled in their Support Rep Profile record will not be able to delete their own post.
A support representative with Discussion Feed Administrator access can delete a post in a news feed if the Allow Post Deletion option is set when the feed is configured. This will delete the post entirely.
A support representative with Discussion Feed Administrator access can remove a post in a news feed if the Allow Post Removal option is set when the feed is configured. This will hide a 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.
An administrator can remove or delete a post via the Discussion Post Management screen. 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.