How to add folders to Personal / Shared Folder Tabs

Personal and Shared Folder Tabs are ideal for giving users a focused or task-based view of folders and tickets in the system, especially in FocalScope environments where there are a lot of folders that agents need to keep track of. This article details how to properly add folders to Personal / Shared Folder Tabs in FocalScope.

Tutorial

Adding folders to personal folder tabs

Please note: Folders that need to be added to a Personal Folder Tab must be created before a Personal Folder Tab is created. After the folders have been created, add a Personal Folder Tab as follows:

1. In the [Workflow] screen, click the far-right, blank [tab] (highlighted in Figure 1) to add a new Personal Folder Tab
2. In the [Tab Properties] window, fill in the [Name] and [Title] for the Personal Folder Tab
3. Depending on whether the folders that need to be added to the Personal Folder Tab are under your personal folder or shared folders, tick either the [My Items] or the [Shared Items] flag
4. In the [Tab definition] box, click the [Specified] link to add the folders to the Personal Folder Tab
5. Click [Ok] once done with the configuration to save and activate the new Personal Folder

Figure 1 - Adding folders to a Personal Folder Tab

Adding folders to shared folder tabs

Please note: As with Personal Folder Tabs, folders that are to be added to a Shared Folder Tab have to be created first and then added to a new Shared Folder Tab. Once the folders have been created, add a Shared Folder Tab as follows:

1. In the [Main menu] select [Screen > Administration]
2. Click the [Administration] tab
3. Navigate to the [Workflow Configuration > Shared Folder Tabs] folder
4. In the right-hand pane, right click and select [New]
5. In the [Tab Properties] window, fill in the [Name] and [Title] for the Shared Folder Tab
6. Depending on whether the folders that need to be added to the Shared Folder Tab are under your personal folder or shared folders, tick either the [My Items] or the [Shared Items] flag
7. In the [Tab definition] box, click the [Specified] link to add the folders to the Shared Folder Tab
8. Click [Ok] once done with the configuration to save and activate the new Shared Folder Tab

Figure 2 - Adding folders to a Shared Folder Tab

Using the completed personal / shared folder tab

(If the folder tab is not active yet press Ctrl+F8 to refresh the interface.) The end result is a new Personal / Shared Folder Tab which when selected only shows the folders added to it--giving agents a more focused or task-based view of folders and tickets in the system.

Figure 3 - Active Personal / Shared Folder Tab