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.
You need to use the Thin Client or Google Chrome, when accessing your FocalScope instance, for drag and drop to work.
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:
Video 1 - Relocating 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:
Video 2 - Reorganizing a ticket's contents
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:
Video 3 - Splitting a ticket
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:
Video 4 - Merging two tickets