Customers
User information
 Loading ...
Show article in Knowledge Base

 Source direction Export knowledge base Export     SubscribeSubscribe      Show article info

Field description - Source direction

 

 

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. 

Source direction tells you the direction of the communication - in to the system or out from the system

 

 

 

Details:

 

Default name: Source direction

 

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: This has three different values: IN/OUT for the Source types E-mail and Phones.

For the other Source types (Normal, Support Center, Simple form, Web service, Chat), Source direction is 'Unspecified' and usually not shown to the user.

 

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: 

This is dependent on the Source field, as Source Direction currently only have values for the E-mail and Phone sources. This could be expanded in the future to cover more channels.

 

 

Affected by these settings: 

 

General > Settings > Issue configurations > Issue rules.

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

 

 

Use cases: 

The Source direction of an issue tells you whether the issue was crated from an incoming or outgoing email or telephone call.


User comments
 Loading ...