Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Recover Deleted Folders
With so many users in a system, sometimes accidents do happen or old information might be required once again. In FocalScope, deletion of folders or data is not a permanent thing, even administrators can't permanently delete folders, only the contained by using the Data Purging tool. This lesson will show you how to restore deliberately or accidentally deleted folders using the "Deleted folder recovery" tab.
In the Workspace screen, we will delete an important ticketbox, so it can be demonstrated how to restore it. In this example, the [2.7 Sales Denmark] ticketbox is deleted by right clicking the folder and selecting [Delete]. The confirmation dialog will appear, simply click [OK] to finally delete the folder (all subfolders contained within the folder will be deleted too).
Once deleted, the folder will disappear from the left hand pane. There is no way for the user who deleted the folder to restore it himself. He will need to contact an administrator to restore it from the Administration screen. See the next step to view that process.
In the Administration screen, select the 3rd tab in the administration pane. A list of folders will be displayed. Those which have a strikeout "------" are deleted folders, those without the strikeout are live folders, currently being used in the system.
Highlighted, we can see the folder that we just deleted. It has a strikeout on it to show it is a deleted folder, in the right hand pane we can see the subfolders under it, which were deleted as well. To restore this ticketbox and its subfolders, simply right click the folder and select [Restore].
Once the folder is restored, it will appear in the system as if it were never deleted. No permissions for the folder will be affected.
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