Quicklinks facilitate navigation between the web modules and other external systems. You can employ smart data replacement (parameters) to customize the target URL based on the item being viewed, and choose to show/hide a Quicklink on a user group basis.
You can modify standard web app Quicklinks such as New Order and Start Workflow, and create custom Quicklinks as needed. The different web applications (Customer Care, Inventory, and Tickets) have different application-specific Quicklink categories available.
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Quicklinks can be applied at several different levels (categories):
Global quicklinks apply to all applicable web modules - Customer Care, Tickets and 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:
Note
Do not edit the URL on standard Quicklinks except to insert parameters as needed.
Permissions
Managing Quicklinks requires the Manage Quicklinks permission. This permission has been added to the Care Admin, Ticket Support, Inventory Admin and SaaS Support roles.
Quicklinks facilitate navigation between the web modules and other external systems. You can modify system-defined 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. 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 IDI platform version 18.10. 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 platform web modules, without leaving the context they were working within.
Support for quicklinks in Workflow was added in Workflow version 20.1.
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.
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Quicklinks can be applied at several different levels (categories):
Global quicklinks apply to all applicable web modules - Customer Care, Tickets and 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 these quicklinks. System-defined quicklinks can be disabled, and all other properties can be edited, except for the URL which is locked.
Account level: Start Workflow, New Order
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Service level: New Service, New Feature, Change Parent Service ()
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Configuring Quicklinks
For Customer Care, Tickets and Inventory, the Quicklinks Configuration form is available via the MANAGE > Quicklinks option in the left navigation bar.
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For Workflow, its available from the CONFIGURE > Quicklinks option.
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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.
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Note
In the Behavior column:
Opens in New Tab
EmbeddedNo 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. For Details, see Configuring Quicklinks Basics.
Embedded Quicklinks
This functionality lets you embed a quicklink as an iFrame directly in the applicable web module instead of sending users to the external application or site. Users can click an embedded link and continue with their work within the respective IDI platform web modules, without leaving the context they were working within.
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
For details see Embedded Quicklinks.