Hi,
We have recently upgraded to 7.5.1 and I am in the process of configuring webdesk. On our old version (7.3.2) we had a serviceportal that was out of the box so I have never really had to configure any web access side of things before so I'm struggling a little.
I notice that when you open an incident in webdesk the history pane is visible instead of the incident tree as in console.
For most items such as Add note etc... when you double click on the item in the tree in console it opens and when you click on the item in the history pane it also opens.
However I have a watch list implemented and this doesn't appear to be working properly on webdesk. When you watch an item it goes through and the entry appears in the history pane, however when you when I click on the item in the history pane on webdesk nothing happens. It only appears to be happening to this one thing.
I have checked the window and it is available in webaccess and if you right click on Watch in the history pane and select open in a new wnidow it opens up in a new window fine, however analysts really need to be able to click on it from the history if neccesary. Is there a way of making items clickable?, or is there a problem with my process/window somewhere.
Thanks,
Hayley