Inline Edit
  • 11 Sep 2023
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Inline Edit

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  • PDF

Article Summary

Using Inline Edit to update a Service Record's Priority without opening its page


Inline editing enables users with SR editing permissions to edit Service Record fields directly from the Queue. This eliminates the need to update and modify individual Service Records without opening their full page.

This document describes the Inline Editing feature and how to use it when managing your Queue.

Required Fields

Required Fields are defined in the Template Designer and indicated in the Queue in red.

The following Fields are mandatory by default, as indicated in the Template Designer.

  • Category
  • Title
  • Description
  • Urgency
Required Fields can be left empty until the SR Status is changed

Editable Fields

To edit an SR Field inline, hover over it to check if it’s editable.

Editable fields in the Queue are indicated in hover state and by a [hand icon], showing that the field is clickable (editable).

If a field isn’t editable, your cursor will display an [arrow icon] on hover, showing that the field is Read Only and can’t be edited. 

Most Fields are editable by default, but their edit permissions can be modified by Super Admins in the Template Designer. 

Tracking Inline Edits

All Field edits, including Inline Edits, are recorded in the Journey (Full Journey and Audit Log Modes).

When a Status or Assignee Field is edited (in-page or inline), the change is shown in Highlights mode.

Inline Editing and Zen Mode
Inline editing automatically enables Zen Mode, pausing Queue updates until the field is no longer in focus

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