Creating workspaces

Workspace administrators can create workspaces as needed to manage their tickets, configuring the record definitions (items) stored in them, creating relationships with other containers, and more.


When you create a new container, by default, all the user roles in the container are assigned access to the out-of-the-box items. For example, when you create a new workspace container, the access to the Ticket item is assigned to all users roles (System Administrator, Agent, Customer).

To create a workspace

  1. Click the Administration tab.
  2. In the Workspaces section, click Create.

    The Create new Workspace page appears. If you are already on the Workspace Administration page, you can click Create new to open this page.
  3. In the Container Name field, type a name for this workspace that identifies its purpose to your users.
  4. (Optional) To use an existing template:
    1. Select Create from Template.
      A file selection field appears.
    2. Click Browse and select an XML template file.
  5. Do either of the following:
    • To configure the container before publishing, click Create.
    • To publish the container and configure it later, click Create and Publish.
      The container details page appears.
  6. Modify the fields shown in the right pane or click a link in the left pane to work with item definitions, relationships, or shared fields.
    For more information about these options, see:
    • Configuring items – Configure the types of tickets that you need for this workspace.
    • Configuring relationships – Link to address books (contacts), other workspaces, and other containers.
    • Configuring shared fields – Define the fields that are used for more than one item, saving time by not recreating the same fields for each item. For example, you might configure a shared Department field for the workspace and use it in all of the items defined in the workspace.
  7. (Optional) To add a description for this workspace:

    1. In the left pane, click Properties.

    2. In the Description field, type a description of this workspace.

  8. Publish the workspace to implement your changes:
    1. Click Save and Publish.
      A confirmation message appears.

    2. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings. For more information, see Publishing containers.

Remember to assign user roles to access this new workspace. You may also want to select a work schedule other than the System Default schedule.

Related topics

Configuring workspaces

Copying workspaces

Editing workspaces

Deleting workspaces

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