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Updating global issues

A Global Issue can be updated by the assignee of the Global Issue or anyone with edit rights to it. Updating the Title, Workspace fields, priority, and so on of the Global Issue does not affect existing GlobalLinks.

The following occur when a Global Issue is updated:

  • Two important fields are updated in all associated GlobalLinks when updated in the Global Issue:
    • Status—When the Status of the Global Issue is updated, the statuses of all associated GlobalLinks are also updated.
    • Description—When a Description is appended to a Global Issue, it is appended to all associated GlobalLinks, unless the Include Appended Description option is unchecked.
  • Email notifications are sent when changes are made to the Global Issue:
    • When changes are made to the Global Issue, all Agents who have at least one GlobalLink linked to the Global Issue receive an email notification about the change (one per Agent, not one per GlobalLink).
    • If changes are made the Status or Description fields of the Global Issue, the customer contacts for each GlobalLink receive an email notification, provided that email notification is enabled for customers.
    • The Agent or Team assigned to the Global Issue also receives email notification for any changes.
  • When the Global Issue is resolved, it can be closed along with all related GlobalLinks at the same time.

Updating GlobalLinks

When GlobalLinks are updated, the originating Global Issue is not affected, nor are the other GlobalLinks. Update that affects all related GlobalLinks (to the Description or Status) must be done from the main Global Issue.

Deleting Global Issues

Global Issues can be deleted by anyone who has delete rights to that Global Issue. Deleting a Global Issue does not delete the related GlobalLinks, it only removes the links.

To delete the Global Issue:

  1. Select Delete from the menu on the Details page of the Global Issue.
  2. A dialog box appears prompting you to confirm the deletion. Click OK to continue or Cancel to cancel the deletion. The Global Issue is deleted. The link is removed from associated GlobalLinks, turning them back into regular Issues.

 

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FootPrints Service Core Online Help 11.6