Product Documentation

Editing an issue that has been entered into the database allows you to update the status of an issue, change incorrect information or add additional information. Note that the Edit screen may look different from the Add screen. The administrator is able to design different layouts for each purpose of adding or editing an issue.

The Edit screen can be accessed from any of the following screen locations:

• Quicklist Report
• Detailed Report
• Summary Report
• Custom Report
• Home Page Reports
• New Issue Summary Screen
• ExtraView Email Notification
• Drill-down box on the navigation bar

Edit Issue screen

To edit an issue:

• Click on the Edit button next to the issue you want to modify. You will see a screen similar to the one above, with data specific to the particular issue.
• Make any changes or add any information.
• The helpdesk is configured to be able to automatically create a related Bug. Simply click on the button Create Related Bug and a new Bug will be entered with a unique ID. All of the relevant information that exists on the Helpdesk ticket will be transferred over to the new Bug ticket.
• Click the Update button. The issue has now been updated, and email notification is sent out to the appropriate parties.
• You also have the option to Update & Continue by clicking the button on the menu bar.

Adding File Attachments

From the Edit screen, click on the Add Attachments button. A popup window will be displayed. You have the option of using either a standard uploader or ExtraView's Drag and Drop feature.

Drag and Drop File Upload

Simply place the file or image you wish to upload into the highlighted area, provide a description of the item, and click Upload. For more information about adding attachments, please refer to our Admin Guide.

Notification Options

Whenever issues are updated, email notification may be triggered to send information to users connected with the issue. These notifications are typically used to inform users such as the originator, the assigned to and the person who last updated the issue.

To prevent ExtraView from sending an email when you update a Helpdesk issue, simply uncheck the box labeled Generate Email.

Uncheck box for no email generation