Discussions


Discussions refer to information exchanges among Back Office users. This may apply to:

  • Product name - ev itsm.png objects, e.g. Problem no. P170830_000002, Incident no. I170713_000009.
  • Any topic unrelated to Product name - ev itsm.png, such as events, questions or information, e.g. presentation of the latest IT Technologies trade fair, questions on the new iPhone.

Each discussion:

  • Is initiated by an author.
  • Remains active thanks to contributors defined based on the discussion's visibility specified by its author, e.g. all users from the current domain, restricted to specific groups, or restricted to a specific department. Ideas are exchanged in the form of replies made in threads.
  • Can be closed by its author. This will prevent further exchanges among contributors.
  • Can be managed by a moderator authorized to close or delete the discussion despite not being its author.

Users invited to discussions:

  • Can view them using two dedicated tabs on the Home page of each module and via a dedicated tab available in forms for Product name - ev itsm.png objects.
  • Can follow certain discussions to monitor replies, without contributing to them.
  • Are informed of new discussions and new exchanges in followed discussions via a specific icon in the notification bar.

Example

Discussion visibility based on the domain

Three users are contributing to discussions:

  • Check icon.png Indicates that the user can access the discussion.
  • Not check icon.png Indicates that the user cannot access the discussion.
Domain of the discussion User A User B User C
Accessible domains
France; United Kingdom; USA; Entire company France; Support Europe
France Author of the discussion Check icon.png Check icon.png

(via the Europe domain comprising the France domain)

France Check icon.png Author of the discussion Check icon.png

(via the Europe domain comprising the France domain)

United Kingdom Author of the discussion Not check icon.png Check icon.png

(via the Europe domain comprising the France domain)

Europe Check icon.png

(via the Entire company domain comprising all domains)

Not check icon.png Author of the discussion
USA Author of the discussion Not check icon.png Not check icon.png
Support Check icon.png

(via the Entire company domain comprising all domains)

Author of the discussion Not check icon.png
Entire company Author of the discussion Not check icon.png Not check icon.png

Notes

  • Discussions can be displayed in different places:
    • On the Product name - ev itsm.png Home page:
      • All Discussions tab: These are all of the discussions that logged-in users are authorized to see based on their domain and the visibility of the discussion.
      • My Discussions tab: These are all of the discussions they authored, or those to which they contributed, or those to which they were invited by the author, or those they follow.
    • In the form of an Product name - ev itsm.png object > Discussions tab: These are all of the discussions on the Product name - ev itsm.png object that logged-in users are authorized to see based on their domain and the visibility of the discussion.
    • Using the Notification icon.png icon in the notification bar: This opens the My Discussions tab on the Home page. The counter is automatically incremented:
      • When the discussions you follow are updated.
      • When you are specifically invited to a new discussion created by an author.
    • In an Product name - ev sas.png app using the Discussion widget.
  • Characteristics of the list of discussions:
    • When a reply is added to a discussion, the discussion will appear at the top of the list.
    • Discussions are sorted by reverse chronological order.
    • Unread and read discussions are separated in the display. Unread discussions are considered read once they are displayed.
    • The ten most recent discussions are displayed by default. You can click [ DISPLAY MORE ] at the bottom of the list of discussions to see the next ten discussions.
    • Each discussion is identified by an icon specific to its type.
               Example documentation icon EN.png  Discussion - Question icon.png for a Question discussion.
    • Discussions related to Product name - ev itsm.png objects are identified by the icon representing the object. Click the icon to open the related form.
               Example documentation icon EN.png  Discussion - Problems icon.png for a Problem discussion.
  • Discussions can be created:
    • By any user belonging to a group authorized to access discussions.
    • On any Product name - ev itsm.png object, except User forms.
  • Each discussion is linked to a location and a department that determine the domains for discussion visibility:
    • Location and department of the Product name - ev itsm.png object in the discussion.
    • Location and department of the author if the discussion is not related to an Product name - ev itsm.png object.
  • The visibility of a discussion can be:
    • Full: All users in the domain or higher-level domain can access the discussion (Public Mode appears in the discussion header).
    • Restricted to certain groups or users in the domain (Limited Access appears in the discussion header).
  • The moderator profile authorizes you to manage your own discussions and access Administration > Manage Discussions in the menu.
  • The author of the discussion cannot modify the discussion visibility or type once the discussion is saved.
  • As long as the discussion remains open, contributors can modify or delete their replies.
  • Only the author or moderator of the discussion can close or delete it.
  • When running a search in discussions (Open url.png see the procedure):
    • You can use the AND operator to link keywords.
    • The search is run on discussion headers and replies.
    • The search is run on the full description of keywords, e.g. "server" will not display discussions containing the word "servers".
    • The search is not case-sensitive, e.g. "apache" will display discussions containing the words "APACHE" or "apache".

Caution

  • When you create a discussion unrelated to an Product name - ev itsm.png object and you specify public visibility, you must check your current domain to avoid giving access to users not concerned by the discussion.
  • Administrators can access all discussions in the current domain even if restrictions have been defined.
  • If you delete a discussion, it will disappear from the log. If you want users to continue viewing the discussion without adding to it, you should use the Close option instead of Delete.
  • To avoid displaying too many less relevant results, the search ignores frequently used words. These are words whose presence exceeds 50% of the form or words that are too short, e.g. the, next, or with.  Open url.png  See Discarded strings lists (stopwords)

Screen description

 Discussion.png

Menu access:

  • Home page > All Discussions tab and My Discussions tab
  • Form of an Product name - ev itsm.png object > Discussions tab

(1): Search field for entering keywords.
(2): Field for creating a new discussion.
(3): Discussion thread displaying a photo of the author on the left.
(4): Separation between unread discussions at the top and read discussions at the bottom.
(5): Read and closed discussion displayed on a gray background.
(6): Read and open discussion displayed on a white background.
(7): Allows to see the next ten discussions.

Discussion - Question icon.png: Icon indicating the type of discussion, e.g. event, question or information.
Discussion - Problems icon.png: Icon indicating the type of Product name - ev itsm.png object related to the discussion.

Apps - Delete 2 icon.png next to a reply: Enables the contributor to delete the reply.

Discussion - Wizards list icon.png: Used to display the list of options for performing an action on the discussion:

  • Update (Note: Only available for the author): Used to modify the text in the discussion header.
    • The Update link next to a reply in the discussion enables the contributor to modify the reply.
  • Close (Note: Only available for the author and moderators): Used to close the discussion.
    • It will be kept in the log but can no longer be modified. 
    • It will appear on a gray background in the list of discussions.
    • Only its author can reopen it using Reopen.
  • Reopen (Note: Only available for the author): Used to reopen a previously closed discussion. 
  • Delete (Note: Only available for the author and moderators): Used to delete the entire discussion thread. The discussion will disappear from the log.

Procedures

How to implement discussions

1. Define the groups that will have access to discussions. To do this, open the relevant Group form and select the Discussion Enabled box. All of the members in the group will be able to access discussions.

2. Define the moderators. To do so, select Administration > Access Management > User Profiles in the menu. Select the Administration > Manage Discussions box for the relevant users.

How to create a discussion

1. In the list of discussions, click in the field called What are you working on? (1) and enter the topic of the new discussion.
         Discussion - Creation.png

    Note:

  • You can click Discussion - Resize icon.png to maximize the field.
  • Click Apps - Delete 2 icon.png to cancel the creation.

2. Click in the Public - Click to restrict to Groups and Users (2) field to define the list of users who will be invited to the discussion.
         Discussion - Creation - List of users.png

  • Select the elements you want from the drop-down list.
    • The list is filtered using the current domain.
    • Only elements that are associated with a group authorized to access discussions will appear.
  • If you want a specific user or group, you can search using the relevant identifier (Note: Once you have entered the third character, predictive entry will automatically display a list).
    • Group identifier: Name
    • User identifier: Name, address, email address, login, job
  • The background color of the selected element enables you to quickly identify the type of contributor authorized:
    • Black background: My Groups and My Department.
    • Blue background: A specifically selected group.
    • Green background: A specifically selected user.
  • Click Apps - Delete 2 icon.png to delete one of the selected elements.

3. Select the type of discussion (3).

4. Click [ SHARE ] to save the discussion. It will be accessible to all selected users.

How to take part in and follow a discussion

1. In the list of discussions, click the Reply link of the discussion to which you want to contribute.
         Discussion - Reply.png

Note: If you are specifically selected for new discussions or if you follow discussions where updates are made, the Discussions counter will automatically be incremented in the notification bar. You can then click Notification icon.png to open the My Discussions tab on the Home page.

2. Enter your reply in the box (1) (Note: Click Discussion - Resize icon.png to maximize it) and click [ REPLY ]

  • The photo of the contributor will automatically be added (2).
  • The discussion will be saved and will automatically appear at the top of the list.

3. As long as the discussion is open, you can:

  • Modify the header text (Note: Only available for the author). To do this, click Discussion - Wizards list icon.png to display the drop-down list and select Update.
  • Modify the text of your reply. Click Update next to the reply.

4. If you want to follow a discussion you did not author and be notified of any new reply, click Follow next to it.

  • The discussion will automatically appear on the Home page > My Discussions tab. It will remain displayed in the All Discussions tab.
  • To unfollow a discussion, click Unfollow.

How to search a discussion

1. Display the list of discussions.

2. To run a search using keywords, enter the relevant keywords in the Search field (1) and press Enter. The discussions corresponding to the criteria will be returned.

  • To avoid displaying too many less relevant results, the search ignores frequently used words. These are words whose presence exceeds 50% of the form or words that are too short, e.g. the, next, or with.  Open url.png  See Discarded strings lists (stopwords)
  • Click Apps - Delete 2 icon.png (2) to remove filter criteria and display all discussions again.

         Discussion - Search.png

3. To view information on discussions related to an Product name - ev itsm.png object:

  • Move the cursor over the icon specific to the object to see its Discussion - Object EasyVista hint.png reference.
  • Click the icon to open the object's form.

4. To extend the search to older discussions, click [ DISPLAY MORE ] at the bottom of the list (3).

How to close a discussion

Note: You can close or delete a discussion only if you are its author or moderator.

1. In the list of discussions, click Discussion - Wizards list icon.png next to the relevant discussion and select the Close or Delete option from the drop-down list. If you simply close the discussion, it will remain in the log.

2. You can reopen a closed discussion at any time. To do so, click Discussion - Wizards list icon.png and select Reopen.

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Last modified by Unknown User on 2018/11/05 20:00
Created by Administrator XWiki on 2013/11/19 14:35

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