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How to drag and drop emails and tickets in FocalScope
Thursday, December 1, 2016 2:51 PM

Because of the relationship between emails and tickets, dragging and dropping either in FocalScope requires a degree of planning and precision. Emails can be added to tickets or removed from them, and tickets can be merged or split. This lets you structure tickets in a coherent manner and group related conversations together for a better overview. This article details how to drag and drop messages and merge / split tickets in FocalScope.

Please note: It is highly recommended that you download and reference the attached PDF diagram to understand tickets and email threading in FocalScope.

Prerequisites

You need to use the Thin Client or Google Chrome, when accessing your FocalScope instance, for drag and drop to work.

Tutorial

Relocating an email / ticket

When tickets are relocated, the ticket number is preserved when the ticket is moved from one folder to another. When emails are relocated, they will be given a new ticket number when dragged to a folder. To relocate an email or a ticket, do the following:


  1. Click and drag the email you wish to relocate, to the desired folder. Please note: You must be using the [By Thread] message-list view for this to work.
    1. You may get a warning that incoming-reply pairs cannot be broken. If this happens, you need to select the incoming message of the incoming-reply pair, and drag that message (the reply message will automatically be moved along with the incoming message)
  2. Click and drag the root of the ticket you wish to relocate, to the desired folder. Please note: This will move all the ticket's contents, too. You cannot relocate only the root of a ticket, but you can separate the contents of the ticket from its root to isolate the root and then relocate it

Video 1 - Relocating a ticket


Reorganizing emails within a ticket

Sometimes a ticket can develop a long string of back-and-forth emails. It can sometimes become difficult to follow the conversation unless some reorganizing of the ticket contents is done. To reorganize the contents of a ticket, do the following:


  1. Click and drag the email you wish to reorganize within a ticket, and drag it to the email you want to attach it to (repeat as necessary). Please note: You must be using the [By Thread] message-list view for this to work
    1. You may get a warning that incoming-reply pairs cannot be broken. If this happens, you need to select the incoming message of the incoming-reply pair, and drag that message (the reply message will automatically be moved along with the incoming message)

Video 2 - Reorganizing a ticket's contents


Splitting a ticket

Splitting a ticket involves moving some (or all) of its contents out from under the ticket root. When this is done, the root (and whatever contents it still retain) will keep its (their) existing ticket number. The fragment dragged out of the ticket will become a new ticket with a new ticket number, and the topmost email of the fragment will become the ticket root. To split a ticket, do the following:


  1. Click and drag the email that you want to separate from a ticket and turn into a new ticket and drag it to the intended folder (its thread will be moved along with it). If you want to create a new ticket in the same folder, simply drag it to the same folder name in the folder list on the left column of the interface. Please note: You must be using the [By Thread] message-list view for this to work
    1. You may get a warning that incoming-reply pairs cannot be broken. If this happens, you need to select the incoming message of the incoming-reply pair, and drag that message (the reply message will automatically be moved along with the incoming message)

Video 3 - Splitting a ticket


Merging tickets

When merging two tickets, the child ticket (the one being dragged) and its contents will inherit the ticket number of the parent ticket (the one being targeted). Warning: The child ticket that got absorbed into the parent ticket can never get back its original ticket number (it is recorded in the Action History log for auditing purposes). If this child ticket is later split from the parent ticket, the child ticket will be assigned a new ticket number altogether. To merge tickets, do the following:


  1. Click and drag the root of the child ticket and drop it onto an email contained in the parent (or target) ticket. Please note: You must be using the [By Thread] message-list view for this to work

Video 4 - Merging two tickets

Additional Information

FocalScope Thin Client Overview