Friday, April 30, 2010

HEAT: HSS Hot Issues

I like the display of HEATBoard issues on HEAT Self Service, but how do I control which HEATBoard issues appear?

You control the HEATBoard issues displayed on HSS by Customer Type and Team. Many HEATBoard issues may not be appropriate for end-users, so you can create a Team called Users and assign HEATBoard issues (in Call Logging) to that Team so they display on HSS.

To control what HEATBoard issues are displayed in HSS:

* Open the HEAT Self Service Configuration Tool
* Select the HSS section > select Customer Types
* Double click the Customer Type (e.g. Employee)
* Four tabs will be displayed > click HEATBoard Issues
* Uncheck Global and check Users under Teams
* Click Save

This will restrict HEATBoard issues displayed on HSS Hot Issues to the Users Team HEATBoard entries.

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