An Edit View provides a dedicated interface for modifying or updating data in fields. Its configuration is similar to that of a display view. Typically, display views and edit views are linked together for seamless functionality:
The Display View showcases the fields and their current values.
The Edit View allows users to make changes to these fields and save the updates.
Once saved, the changes are reflected in the Display View.
This linkage ensures a smooth workflow for viewing and editing object data.
Configuring An Edit View
To set up an Edit View:
Open the Edit Page and click Create New.
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The view type will be pre-selected and cannot be changed.
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Checkboxes
Most of the edit view configurations are managed through checkboxes. These features can be accessed from the top bar of the edit view in the agent or client portal.
Note:
It is not recommended to enable these checkboxes on Edit Views unless absolutely necessary. These features are best utilized on Display Views for optimal functionality and user experience.
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⚠️ Expand each option to learn more about its functionality.
Show State History
If enabled, it displays the object's state transition history in reverse order, showing details such as the date, user who changed the state, and state changes. Turn on this option if you want to track and view the object's state history.
State history when viewed in the client portal does not show the user column.
Click on the State History link from the edit view of the object to access state history.
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Show Attachments
When this option is enabled, users can upload files related to the objects as attachments. Click on the Attachments link from the object’s edit view.
Uploading a File
Set the file's visibility before uploading.
By default, files are accessible to all users.
To restrict visibility to agents only, select Team.
Note
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Clients cannot change visibility of an attachment.
All attachments made by the client are set to ‘All’
Click the Upload File button to attach the file. There are currently no file type restrictions and the data limits is up to 30 MB.
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Once uploaded, files are listed with the following details:
File Name
Visibility (only available in agent portal)
Uploaded By
Source (Agent/Client) (only available in agent portal)
Date Uploaded
Managing Attachments
Sorting: Sort attachments by date.
Changing Visibility: Use the clipboard icon next to the visibility field to toggle between visibility options.
File Actions (via the respective icons at the right end of each record):
Copy URL
Download file
Delete file (applicable only to agents)
Clients can Upload Attachments
To restrict clients from adding attachments to an object, simply uncheck this option (enabled by default).
Show Object History
The Object History feature logs and displays every action performed on an object, providing a comprehensive view of its activity.
Each history record includes:
Action Name: The specific action performed (e.g., edits, button clicks, trigger executions).
A brief Description of the activity.
The user who executed the action.
Timestamp when the action occurred.
If applicable, click the Details button to view more information about a specific history record. User can also filter the history records using the user and date fields.
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Show Send Email
Enabling the Show Send Email option adds a Send Email link on the object’s editview. Clicking the Send Email link opens a dedicated page where users can draft an email to a recipient. This page provides fields and options to customize the email content and specify recipients.
Show Email History
If enabled, the Show Email History feature displays a comprehensive record of all email conversations related to the object.
It includes all types of email interactions:
Automated emails.
Emails received.
Emails sent directly from the object using the Send Email feature.
Additionally, you can refine the email history records using date, subject, from and to fields. A clear fiter button is available at the bottom left of the page to clear any existing filters.
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Show Documents
The Show Documents feature enables access to system-generated documents related to the object directly from its edit view. If enabled, a Documents link will be available at the top of the view and click on the link to see all the available documents.
Viewing/ Downloading: Click the View button next to a document to download it to your local system.
Filtering: You can search and filter documents by their name to locate specific files quickly.
A document is simply a template as configured. The data in the document is retrieved and populated when the user clicks the ‘View’ button.
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To learn more about how to create system-generated documents, click here.
Show Subscriptions
When enabled, this feature allows users to subscribe to specific updates or field changes related to an object. Based on their selection, they receive notifications whenever the subscribed changes occur, keeping them informed in real-time.
Show Set Created For
The Set Created For is a system field used to assign ownership of an object to a specific user. It is highly useful for configuring triggers, actions, and filters based on ownership.
An Example: A customer support agent is creating a service request on behalf of another agent (e.g., a senior agent or team lead). The system, by default, assigns the Set Created For field to the agent creating the request. However, the ownership of the request needs to be assigned to the senior agent for proper tracking and responsibility.
This is an admin function provided for ease of configuration and troubleshooting. It should not be enabled for a process in production unless it has been specifically configured.
How It works:
Enable the Set Created For option in the edit view settings.
Navigate to the Others menu on the object's edit view.
Click Set Created For.
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A dropdown will appear, listing all users in the system.
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Select the appropriate user and click Save.
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Note:
The Set Created For field can be automated using the Set Created For action.
Show Highlight and Show Unhighlight
This feature provides users with the ability to manually highlight or unhighlight objects for marking important objects or drawing attention to specific items for quick identification.
Highlight an Object:
Navigate to the Others menu on the object's edit view.
Click Highlight.
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A color picker will appear; choose a highlight color and save.
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The object will now be highlighted with the selected color on the view types.
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Unhighlight an Object:
Go to the Others menu again.
Select Unhighlight to remove the highlight.
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The highlight feature can also be configured to trigger automatically using actions. Click here to learn more automating highlights.
Hide State
The Hide State feature allows admins to control the display of the object's current state in the edit view. When enabled, users will not see the current state in the edit view, providing greater flexibility in customizing what information is shared with specific users.
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Disallow State Change
By default, when using an Edit View, users can modify the state of an object using a dropdown field that displays the current state. If Hide State is enabled, the state field will be completely removed from the view. However, If you want to display the state field but prevent users from editing it, you can enable the Disallow State Change checkbox.
When this option is enabled, the state dropdown becomes non-editable, allowing users to view the state without making any changes.
Comment Permissions
The Comments feature enables users involved with an object to communicate directly within its context. This facilitates collaboration and ensures all relevant discussions are documented. To learn more about using comments, click here.
Related Display View
This setting allows you to predefine the specific display view a user is redirected to when they are done making the changes from the edit view. The dropdown displays all available display views in the track. Ensure that the user's role includes access to the selected display view for this feature to work.
If the Related display view specified here is not available to the user, TT will display an ‘Unauthorized view request’ error.
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Title
You can choose which field to display as the title for the edit view. From the dropdown, you can select the Title Field, which includes all fields of type text, int, float, choice, or lookup. By default, the Unique ID is used as the title. However, if you want to display a more meaningful field, such as a name or description (even if they are not unique), you can easily configure this by selecting your preferred field.
States
By default, if no states are selected explicitly, the edit view will be available to all objects across all states. However, if you want to restrict the view to specific states, you can select the states where the view should be accessible. This is a multi-choice field.
For example, if you are configuring a view to edit the repair information for a product, you might want this view to only be visible when the product/object is in the "repair" state. In that case, you would select "repair" as the only allowable state for the view.
Field Groups
Click the + icon to add the desired field groups. Each group will appear as a subsection in the edit view, with the group name as the header. The fields within the group will be displayed beneath it.
Editable or Non-Editable Fields: You can decide whether a field group should be editable or not by enabling the Editable checkbox. Non-editable field groups will be visible but cannot be modified.
Disable Mandatory Field Checks: If you want to bypass the mandatory check for required fields in a specific field group during editing and saving, check the Disable Mandatory Field checkbox for that group.
Rearranging Field Groups: Customize the order of field groups by dragging and dropping them into the desired sequence.
Removing Field Groups: To remove a group, simply click the X button next to the field group.
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Filters
Use filters to control which objects can access the edit view. Click the + icon to add a filter, ensuring only objects that meet the specified criteria can access the view. If you apply multiple filters, you can combine them using AND or OR operators to refine the conditions further. To remove a filter, simply click the X button next to the filter. Filters provide a way to restrict and customize access to the edit view based on object-specific attributes.
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Buttons
To configure buttons:
Click the + icon to add buttons to the display view.
Rearrange the order of buttons by dragging and dropping them.
To remove a button, click the X button next to it.
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Click here to learn more about buttons.
Agent and Client User Roles
Assign agent and client roles to control who can access the display views. Use the dropdown to select the specific roles that should have access to the view. This ensures that only authorized users can see and interact with the display view content.
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