How You Manage Visibility in Configuration Items

You can specify the interfaces where certain configuration items appear, while others are visible across all interfaces.

Those items visible on all interfaces are listed in Common Items and Settings. When you add one of these items to your interface, it appears on all interfaces. For example, if you add a custom incident status, staff members working on incidents from any interface can set an incident to that status.

Other configuration items, such as custom fields, contain visibility settings for selecting the interfaces on which they appear. These items are listed in Options with Interface Visibility Settings. Some of these let you select the interfaces and others let you specify not only the interface, but also whether the item is visible on the customer portal or the agent desktop. If you have separate customer portal pages for different product lines, for example, you will likely want to restrict sales products to unique interfaces so that they appear only on the appropriate site.

To specify the interfaces where you want the configuration item to appear, simply select the check boxes for each interface.

In a multiple language installation, you can specify that configuration items appear on all interfaces but change the name for each interface to show the translated version of the item. You do this by logging in to the proper interface and entering the foreign language word in the Label field.