Overview
The Feed is available on many types of items within the Enterprise Service Management (ESM) system. Feed entries are used to include both system messages tracking edits and status changes as well as communications between people on the item. In most areas of the system, when a feed entry is created, you can choose from relevant people to notify about the comment. When a person replies to a feed entry, the system will send notifications to relevant people based on who participated in that feed thread.
In this article:
Where to Find This
The feed can be found throughout the ESM system, in the Service Portals, TDWorkManagement, etc. Each item detail page has a feed of all the comments and edits for that item. The feed can also be found in the desktop modules, which show all the relevant feed entries for that desktop module in sequence.
Individuals authorized to access TDWorkManagement can update their ESM profile to display Communications messages by default.
Viewing the Feed
People can view the feed on an individual item in ESM by opening that item's detail page. The feed will display at the bottom of the page. While viewing the feed, people can filter it to include specific types of feed entries:
- Edits - Edits include changes to the item that do not change its status. This includes both changes made by users on edit pages as well as changes made by automated processes.
- Status Changes - Status Changes include changes to the item that change its status.
- Comments - Comments include direct comments on the feed. Most communication on an item happens via comments.
People can select the Communications button at the top of the feed to display Communication-type messages separately. Communication-Type messages include:
- A feed entry that came from an Update
- Comments inputted manually on the item or from email
- Replies to feed entries
- A feed entry that includes a comment
- A feed entry that sent a notification
- A feed entry that has been made public at one time
Item, Desktop, and My Work feeds in TDNext contain the Communications button. Services, Service, Offerings, and KB Articles in Service Portals contain the Communications button.
Creating a Feed Entry
Throughout the system, the Feed is available as a tool to record comments and communicate with other people in ESM. Follow these steps to create a feed entry:
- Open an item in ESM such as a ticket, asset, issue, or knowledge base article.
- Scroll to the bottom of the page to view the feed.
- Click Comment. The feed entry editor will appear.
- Enter your comments in the editor. You can apply basic formatting using the toolbar buttons in the editor.
- Where applicable, choose whether the feed entry should be private or public.
- Private feed entries can only be seen by individuals with TDWorkManagement or TDAdmin access.
- Public feed entries can be seen by individuals who can see the item in the client portal.
- Choose who to notify about the feed entry.
- Depending on ticket application settings, some individuals may automatically be notified when you create a feed entry in the client portal.
- Depending on the feed type, you may see only related individuals, or you may see all individuals with a specific application.
- Click Save.
Feed Actions
The following actions are available on feed entries:
- Comment - Creates a new comment under the parent feed entry. The original poster of the feed entry and other users in the conversation will be notified.
- Like - Identify feed entries that you like.
- Mark Public/Private - Where available, allows you to toggle whether the feed entry is public or private.
- Create Ticket - In ticketing applications, allows you to create a new ticket from a feed entry
- Filter - the person can select which types of feed entries to display using the checkboxes and Communications button at the top of the feed. This filtering happens in the browser, so if more entries are available but not displayed, the user will need to click More to see them.
- Search - the person can search the feed entries using the search box at the top of the feed. This search happens in the browser, so if more entries are available but not displayed, the user will need to click More to see them.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management (ESM) form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.