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Field description - Source

 

 

Short description:

 

Source represents the manner or channel by which the issue was created - if it was created manually in the system, by an incoming email, in the support center, etc. 

 

 

 

Details:

 

Default name: Source

 

Terminology variations: None

 

In-Use: Optional. This field can be set to be used in the issue field configuration.

 

Mandatory: Optional. This field can be set as mandatory, but need not be.

 

Data type: A Source. The current Sources are: Normal (manually created when logged in to the system), E-mail, Support Center, Simple form, Web service, Chat, Phone.

 

Access restrictions: (Default) Created: "Read/Write" for all internal users, and "No access" for external or support users.  Editing: "Read/Write" for all internal users,  and "No access" for external or support users.

 

Relationships/Dependencies: 

 

The 'Source direction' field only shows values (In/Out) when the Source field is 'E-mail' or 'Phone' (More channels can be added in the future), and for other sources, the Source direction is set to 'Unspecified' and usually not shown in the user interface.  The source direction tells you if the issue is created from an incoming or outgoing email/phone call.

 

 

Affected by these settings: 

 

General > Settings > Issue configurations > Issue rules.

Source can be used in issue rules, either as a criterion, or being set in the rule action.

 

Use cases: 

The Source of an issue tells you where it was created from - Internally, from an email, from the "support center" customer portal, via a web form, through the web service API, by creating a chat, or by a phone call (if using CTI integration).


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