How do I use keyboard shortcuts
Administrators can edit keyboard shortcuts for users to manage service requests. You can define keyboard shortcuts in Setup and Maintenance for the following:
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Button Access Keys which are buttons and links on service request pages. For example, Submit, Done, Apply, Response, Save and Close, and so on. The following table lists button access key combinations for the latest versions of supported browsers.
Browser
Operating System
Key Combination
Action
Google Chrome
Linux
Alt+Shift+Key
Click
Google Chrome
Mac OS X
Control+Option+Key
Click
Google Chrome
Windows
Alt+Shift+Key
Click
Mozilla Firefox
Linux
Alt+Shift+Key
Click
Mozilla Firefox
Mac OS X
Control+Key
Click
Mozilla Firefox
Windows
Alt+Shift+Key
Click
Microsoft Internet Explorer 7
Windows
Alt+Key
Set focus
Microsoft Internet Explorer 8
Windows
Alt+Key
Clear or set focus
Microsoft Internet Explorer 11
Windows
Alt+Key
Clear or set focus
Apple Safari
Windows
Alt+Key
Click
Apple Safari
Mac OS X
Control+Option+Key
Click
The following table lists the keyboard shortcuts that are provided with the applications. Some of the shortcuts can't be modified.
Action
Keyboard shortcut
Editable
Create Service Request
E
Yes
Save and Continue
V
Yes
Send
D
Yes
Post
T
Yes
Select from Service Request
Q
Yes
Insert Knowledge
W
Yes
Add Team Members
A
Yes
Back
B
No
Cancel
C
No
No
N
No
Save and Close
S
No
Yes
Y
No
Apply
L
No
Done
P
No
Finish
I
No
Next
X
No
OK
K
No
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Action Commands which are task actions that you can perform on the service request. For example, create response, add internal note, update the service request milestone, assign a service request to yourself, update, and so on. The keyboard shortcut combination, Alt+Control+Key, can be used for all actions on the user interface. This combination is applicable to both Windows and Mac OS X operating systems. The following table lists the keyboard shortcuts provided with the applications. All action command shortcuts can be modified.
Action
Keyboard shortcut
Add Action Plan
A
Show Keyboard Shortcuts
H
Open Restore Pane
P
Update
B
Assign to Me
M
Launch Cobrowse
L
Copy
C
Delete
D
Forward
F
Get Link
G
Run Queue Assignment
Q
Update Service Request Milestones
S
Customer Entry
E
Internal Note
N
Response
R
Keyboard shortcuts have default configurations. You can't create shortcuts, but you can edit some existing keyboard shortcuts. To edit keyboard shortcuts, do the following:
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In the Setup and Maintenance work area, click the Tasks icon.
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Select Search.
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Search for and select the Manage Service Request Keyboard Shortcuts task.
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On the Manage Keyboard Shortcuts page, select the keyboard shortcut you want to change, and update the key in the Shortcut Key column.
Note: Two things to remember: Keys aren't case sensitive, and no two actions or buttons can have the same keyboard shortcut. -
Click Save.