mySupport Portal Features

The Home option hides the navigator and displays the dashboard set as default in the Edit mySupport Dashboard dialog displayed via the Edit icon. The logo you set in the upper left corner also displays the dashboard set as default.

The Chart and All Chart features display a single mySupport chart or a list of mySupport charts configured via the Chart Designer. A single chart can be configured to display via a navigator link or a component.

You can include a navigator link for displaying a list of all mySupport charts configured via the Chart Designer.

This feature displays in a feed the incidents, changes, and purchase requests that are pending approval by the logged-in customer. The customer can click on a work item to open and approve it.

This feature displays in a feed the archived incidents for the logged-in customer.

This option enables a customer to search and display archived incidents. Note that a blank feed with a search bar initially displays when a customer first accesses this feature.

Display mySupport-enabled views via the following. These features use the display layout settings in Options for the fields that appear when a customer opens a record; click Edit in the Required Settings in Options field to review or modify these settings.

• You can display a single view or report view via a navigator link.

• You can display a single view or report view via the View component. This component will be labeled as the Report component in the Designer list for customers that can add it to dashboards.

You can display a list of all mySupport-enabled views via the All Views navigator link.

Note that if a customer is able to add dashboards and components, the component is called "Report" in the Designer list.

SSRS reports can only display on a mySupport portal via a URL navigator link or the Embedded Content component.

Use the Embedded Content component to display HTML content such as a web site or YouTube video.

To configure this component, paste the URL or embed code for the content into the Source field.

The Facebook Monitor component monitors a Facebook page and displays posts and comments from it.

To configure this component, enter the Facebook domain in the Facebook Page field in the following format:

http://www.facebook.com/<domain>

A Facebook application must be configured in iSupport in order to use the Facebook Monitor; click Edit in the Required Settings in Options field to display the Basics/Integrations screen in Options and select a preconfigured Facebook application.

FAQs that are enabled for display to customers (via the FAQ entry screen) can be included on a portal via a navigator link or in a component.

he Help option includes default text for the mySupport portal with general information on mySupport options; you can customize this information without purchase of a source code license via the Resource Editor. The Resource Editor (in the Utilities subdirectory) enables you to customize the text that appears for elements on a mySupport portal such as labels, messages, and the Help page. This text is stored in application resource (.resx) files that are named according to application functionality. It works with the cultural settings on the customer’s browser and system; if a module is translated and a customer has the matching cultural setting, the translated settings will appear.

This feature displays a specified PDF in the PDF viewer associated with the customer’s browser.

To configure this feature in the Edit Navigator Item screen, select the Link to PDF option in the Type field and then click the icon in the Document field to select the PDF. The Select a PDF screen will appear; click the + Add button to select the PDF file. You can also delete PDFs added via this screen.

This feature enables entry of formatted text, images, and links in a component.

The Twitter Monitor component searches Twitter and displays tweets that include a specified search term, or it can display tweets for a specified Twitter account, for the last 90 days.

A Twitter account and application must be configured in iSupport in order to use the Twitter Monitor; click Edit in the Required Settings in Options field to display the Basics/Integrations screen in Options and select a preconfigured Twitter application.

To configure this component, enter the following in the Term field:

• To monitor a Twitter account, enter the username for the Twitter account in the following format: @<username>

• To display tweets that include a specified search term, enter the term.