Tickets Staff IRS in new window

Siora · **Staff IRS in new window -** 30-04-2007, 01:30 PM

When staff create a ticket and click on the KB, the window changes to the KB page instead of popping up in its own window. I would much rather a new window open up automatically instead of my staff losing what they did on the tickets page. Does anybody else notice this and/or is there an option that I'm missing that enables this?

richm · 30-04-2007, 02:36 PM

Hi Siora,

In ticket view, check the "options" settings, you can set "Open Tickets in Separate Window?"

See if that works. (Didn't have a chance to test it thoroughly, but it seems to work. Though I would think that in either case (since you are clicking send prior to creating the kb article), it should save the post text... if it doesn't that would seem to me to be a defect.

Rich

Siora · 30-04-2007, 03:01 PM

Quote:

Originally Posted by rixm

Hi Siora,

In ticket view, check the "options" settings, you can set "Open Tickets in Separate Window?"

See if that works. (Didn't have a chance to test it thoroughly, but it seems to work. Though I would think that in either case (since you are clicking send prior to creating the kb article), it should save the post text... if it doesn't that would seem to me to be a defect.

Rich

That does open the ticket in a new window but when you click on the KB to select an article, you can't always tell which article to select so you have to go to the main KB page to read which article you want. It would be good if this could be opened in a new page so that the contents of the ticket are not lost.

richm · 30-04-2007, 03:03 PM

Maybe I misunderstood your intent...

So you were trying to add a KB article to the ticket? (as a reply) Not create a KB article from the ticket?

richm · 30-04-2007, 03:58 PM

If it was to create a new KB article, I'd like to add, I don't think eSupport should add you signature to the KB article (like it does now)

Siora · 30-04-2007, 05:05 PM

Quote:

Originally Posted by rixm

Maybe I misunderstood your intent...

So you were trying to add a KB article to the ticket? (as a reply) Not create a KB article from the ticket?

No I was trying to add a KB article to the ticket not create a KB article from the ticket.

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Siora Online Member Posts: 1,307 Join Date: Apr 2007 Location: Toronto Canada	Staff IRS in new window - 30-04-2007, 01:30 PM When staff create a ticket and click on the KB, the window changes to the KB page instead of popping up in its own window. I would much rather a new window open up automatically instead of my staff losing what they did on the tickets page. Does anybody else notice this and/or is there an option that I'm missing that enables this?