The Hook Use this workflow to communicate a message to all desktop users on your property or users within a specific Facility by pinning a note to the top of the ticket list. You can create a note to show once, or enable it to Roll Over or Repeat.
Before you begin...
• Requires at least Employee User Type access.
• Requires the following Role settings enabled: Access to the Ticket List tab, and Access to Add and View Tickets.
• To remove a repeat from a pinned note, you must also have access to Edit under Tickets in Roles.
The Steps
Creating a New Pinned Note
1. On the main ticket screen, click the notepad icon located at the top left-hand corner of the ticket list.
2. Enter a Date. The Pinned Note will appear for the first time on this date.
3. Select an option to control how often the Pinned Note appears:
◦ Single: Create a one-time note.
◦ Roll Over: The note will appear on the Date and then every consecutive day until the workflow status has been changed to closed.
◦ Repeat: Set the note to repeat on a schedule.
4. Leave the Department field blank if this note should be seen by everyone, or select a specific Facility from the dropdown to limit visibility.
5. Enter your message in the Note field.
6. Click Save to post the note to the top of the ticket list.
Editing a Pinned Note
1. Select the Pinned Note to open it.
2. Edit any of the fields as needed.
3. Click Save. (Note: For Repeating Pinned Notes, a confirmation message will appear. Choose whether the changes should apply to all notes in the series (All Notes) or to the individual note you selected (This Note)).
Removing a Repeat from a Pinned Note
1. Select the Pinned Note and click Edit.
2. Click Delete in the Repeat settings window.
3. Click Save on the Pinned Note edit window.
4. Select All Notes or This Note on the confirmation message to apply the changes.
Closing a Pinned Note
1. Select a Pinned Note.
2. Select Closed from the workflow status dropdown.
3. Click Save to apply the workflow changes.
The Result Success: Your Pinned Note will be saved and visible at the top of the ticket list, and can be expanded or collapsed using the chevron icon.
Troubleshooting
• Note: Pinned Notes cannot be deleted, only moved to a closed status. However, it is possible to delete the repetition on a Pinned Note to stop it from repeating further.
• Note: Closing a Pinned Note with Repeat enabled will not stop the note from repeating as scheduled. To stop a note from repeating, you must remove the repeat.
• Note: Closing a Pinned Note with Roll Over enabled will stop the note from moving to the next day's date.
• Note: Pinned Notes with a workflow status equal to open will not generate a red dot on the calendar.
• Note: If a user is granted permission to Add Tickets but not View Tickets, they will be able to create Pinned Notes but will not be able to see any Pinned Notes.
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