Quicklinks

Quicklinks facilitate navigation between the web modules and other external systems. You can modify standard web app Quicklinks such as New Order and Start Workflow, and create custom Quicklinks as needed. Using smart data replacement (parameters) lets you customize the target URL based on the item being viewed, and choose to show/hide a Quicklink on a user group basis.

Quicklink Development History

Quicklink functionality was originally introduced in IDI platform version 16.3 with FR 2674. This added quicklink capability to the Customer Care, Tickets and Inventory web modules.

The ability to add a quicklink as an embedded iFrame was added in version 18.10 with FR 2947. Embedding quicklinks lets you give users access to external applications and sites directly from the web module. Users can click an embedded link and continue with their work within the respective IDI web modules, without leaving the context they were working within.
Support for quicklinks in Workflow was added in Workflow version 20.1 with FR 3127.

Permissions

Managing Quicklinks requires the Manage Quicklinks permission. A Manage Quicklinks permission exists in Customer Care, Tickets, Inventory and Workflow. This permission has been added to the following delivered roles:

Customer Care Admin
Tickets Support Desk
Inventory Admin
Workflow Admin.

Quicklink Types by Web Module

Quicklinks can be applied at several different levels (categories). The different web applications (Customer Care, Inventory, Tickets and Workflow) have different application-specific quicklink categories available.

Global quicklinks apply to all applicable web modules – Customer Care, Tickets, Inventory. Note: Workflow does not support global quicklinks. When configured, global quicklinks are available via the QUICKLINKS option in the left navigation bar.
Application quicklinks reside in the specific web module where they are configured. This category is available for each of the four web modules (Customer Care, Tickets, Inventory and Workflow).

Quicklinks for Customer Care

Account – When configured, Account quicklinks display at the top of any customer account page.
Service – When configured Service quicklinks display on the Services and Features, Service Details and Service Summary pages.
Services and Features:
Service Summary:
Service Detail:

Quicklinks for Tickets

Tickets – When configured Tickets quicklinks display at the top of the Ticket page.

Quicklinks for Inventory

Equipment – When configured Equipment quicklinks display at the top of the Equipment page.

Quicklinks for Workflow

Workflow Instance – When configured Workflow Instance quicklinks display at the top of these pages Overview, Notes, Layout and Date Hierarchy.
They can also be accessed when a specific workflow instance is expanded on the Search and My Workflows pages, from a drop down menu at the far right under the Create Date.
Workflow Task – When configured Workflow Task quicklinks can be accessed from the Task Details page and from an expanded task on the grid on the My Tasks page.
Task Detail:
My Tasks:

System-defined Quicklinks

This applies to Customer Care only. In Customer Care, there are two Account-level and three Service-level quicklinks that are delivered with the software. The URL cannot be edited on them. These can be disabled, and all other properties can be edited, except for the URL which is locked.

Account level: Start Workflow, New Order
Service level: New Service, New Feature, Change Parent Service

Configuring Quicklinks – Basics

Permission

Customer Care Admin
Tickets Support Desk
Inventory Admin
Workflow Admin.

Access

For Customer Care, Tickets and Inventory, the Quicklinks Configuration form is available via the MANAGE > Quicklinks option in the left navigation bar.

For Workflow, its available from the CONFIGURE > Quicklinks option.

Quicklinks Configuration Page

In either case, clicking this option displays the Configuration page. The Quicklinks Configuration page lists quicklinks by category. This page will present different quicklink categories, depending on the web module. An example page for Customer Care is shown below.

Note:
In the Behavior column:
Opens in New Tab
Embedded
No Behavior icon = Opens in Same Tab

From here you can add new links in a given category and edit existing ones using the Add and Edit icons at the left.

Example: Edit Quicklink Form

Groups

Use the Groups drop down to select one or more user groups able to see the link. None Selected means all users can see the link.

Note:
For Customer Care, Tickets and Inventory, these are IDI platform User Groups. For Workflow, they’re Workflow groups.

If no group is selected, the link will be viewable by all users.
If group(s) are selected, the link is only available to users in those groups.

URL

Click the icon at the right of the URL to insert variables from a pre-defined list (specific to the Quicklink).

Note:
The URL on system-defined Quicklinks is locked and cannot be edited.

Behavior

These options determine how the linked page will display. See Embedded Quicklinks for more on this option.

Embedded Quicklinks

The option to embed a quicklink is limited to the following types of quicklinks:

In Customer Care: application and account
In Tickets: application and ticket
In Inventory: application and equipment
In Workflow: application only

Using the Embedded behavior causes the link to open within the context being viewed. For Embedded Application quicklinks, this means the link will open within the applicable web module. The page displayed by the embedded quicklink is outlined in red in the example below.

For Embedded Account, Ticket and Equipment quicklinks, this means the link will open within the page being viewed (Account, Ticket or Equipment) as applicable.

Embedded Application Quicklinks

Embedded application quicklinks display from a separate menu item on the left Application menu bar. You can create a separate menu for each of the web modules – Customer Care, Tickets, Inventory and Workflow. The new menu item is only visible if the web module has embedded application quicklinks configured and enabled.

Setup for embedded application quicklinks requires both menu configuration, and adding a quicklink as embedded.

On the Configuration page, the Application section has an Embedded Application Configuration section for configuring the menu name and icon. The default name is Embedded Apps. This should be edited to something more meaningful to end-users, for example IDI Apps.

Adding an Embedded Application Quicklink

Selecting the Embedded behavior adds the Quicklink to the Embedded Application Quicklinks menu (e.g. the IDI Apps menu configured above).

Other Embedded Quicklinks

For embedded Account, Ticket and Equipment quicklinks, there is no menu configuration necessary. You simply need to select the Embedded behaviour in the Add/Edit dialog. These embedded quicklinks display at the top of their module-specific pages with other configured module-specific quicklinks.

Embedded link will open within the account, ticket or equipment being viewed.

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