Setting Cookie Defaults

Use the Cookie Defaults settings in the Support Representative list screen to set defaults for the options used when support representatives search for customers, other support representatives, assets, and configuration items in work item screens. Example You can also control the defaults for the types of attachments that can display to support representatives in work item screens. These settings are set by support representatives via the Search Options  icon and stored in a cookie.

Use the Customer Select tab to set the defaults for search options when customer searches are performed by support representatives in work item screens.

Search Fields

Select the customer field to be searched by default.

Search Type

Select the methods by which the search should be executed by default: Starts With, Contains, Ends With, and/or Is.

Enable Highlighting

 Select Yes to shade the background of search terms in search results.

View Mode

Select the type of view in which search results display by default: classic or list. Example

Sort Field

Select the field by which the search results are sorted by default.

Sort Direction

Select the direction by which search results are sorted by default.

Update Cookie When Rep Changes Options

Select Yes to update the cookie with the search selections made when a support representative conducts a search. If No is selected in this field, the cookie will not be updated with the search selections and the default settings configured in this screen will apply the next time the search is conducted.

Setting Rep Select Options

Use the Rep Select tab to set the defaults for search options when support representative searches are performed via the Others to Notify field in work item screens and the Recipient, Requested By, and Bill To fields in the Purchase Request screen.

Search Column

 

Select the support representative field to be searched by default.

Search Type

Select the methods by which the search should be executed by default: Starts With, Contains, Ends With, and/or Is.

Update Cookie When Rep Changes Options

Select Yes to update the cookie with the search selections made when a support representative conducts a search. If No is selected in this field, the cookie will not be updated with the search selections and the default settings configured in this screen will apply the next time the search is conducted.

Setting Asset Select Options

Use the Asset Select tab to set the search option defaults for asset searches performed by support representatives via the Add Existing link on the Asset field in work item screens.

Search Column

 

Select the asset field to be searched by default.

Search Type

Select the methods by which the search should be executed by default: Starts With, Contains, Ends With, and/or Is.

Update Cookie When Rep Changes Options

Select Yes to update the cookie with the search selections made when a support representative conducts a search. If No is selected in this field, the cookie will not be updated with the search selections and the default settings configured in this screen will apply the next time the search is conducted.

Setting Configuration Item Select Options

Use the Configuration Item Select tab to set the search option defaults for configuration item searches performed by support representatives via the Add Existing link by the Configuration Item field in work item screens.

Search Column

 

Select the configuration item field to be searched by default.

Search Type

Select the methods by which the search should be executed by default: Starts With, Contains, Ends With, and/or Is.

Update Cookie When Rep Changes Options

Select Yes to update the cookie with the search selections made when a support representative conducts a search. If No is selected in this field, the cookie will not be updated with the search selections and the default settings configured in this screen will apply the next time the search is conducted.

Setting Attachment Options

Use the Attachments tab to set the defaults for the types of attachments that can display to support representatives in work item screens.

Attachment Types to Display

Select the defaults for the types of attachments to display in the Attachments field in work item screens: Correspondence or Chat.

Update Cookie When Rep Changes Options

Select Yes to update the cookie with the search selections made when a support representative selects the types of attachments to display. If No is selected in this field, the cookie will not be updated with the selections and the default settings configured in this screen will apply the next time the Attachments field is displayed.