Pop-up Messages in the SupportWorks Helpdesk Client

Question: How do I implement a message box pop up when logging a call for a particular customer?

A message can be added to a customer’s properties that will inform an analyst, at the time of logging a call, a relevant message in a dynamic form.

The following commands can be entered into customer’s properties to create a pop up message at time of logging. The command must be entered into "Other information" fields or, if renamed, the bottom 4 fields within "Customer properties" main section.

The Syntax is as follows:

MESSAGEBOX("text", INFORMATION)-This gives messagebox with "i" icon.

Or

MESSAGEBOX("text", WARNING)-This gives a messagebox with exclamation mark in yellow triangle.

Or

MESSAGEBOX("text", STOP)-This gives a messagebox with icon red circle with white cross.

The pop-up message box triggered by a command in a customer record is a simple Windows dialogue box that contains an icon of your choice and the text of your predefined message. Here is an example:

The message box pops up in front of the Log Call form immediately after the analyst has entered data that uniquely identifies the customer. If more than one message-box notification has been set up for a given customer, the message boxes will all pop up in a stack, each in front of the previous one.

The format of the command to generate a pop-up message-box notification is as follows: !P<icon>:<text of message> where: <icon> is one of the following letters, representing the icon indicated: I = Information icon Q = Question icon E = Exclamation icon S = Stop icon <text of message> is any text you wish to compose. For example, the command to generate the message box illustrated above (containing the stop icon) would be: !PS:Please check that customer has paid for support Commands for Generating Text Messages on the Information Bar Another place where textual notifications can be displayed by command from a customer record is on the information bar that stretches along the bottom of the Log Call form. Such a notification consists of an icon of your choice, followed by your predefined text in the colour of your choice. Here is an example, using the same text as in the previous one:

The message appears in the information bar as soon as the analyst has entered the valid identifying customer information. If more than one information-bar notification has been set up for a given customer, the messages will cycle around continuously, each of them being displayed for about two seconds at a time. The format of the command to generate an information-bar notification is as follows: !T<icon><text colour>:<text of message> where: <icon> is one of the following letters, representing the icon indicated: E = (Error) X = (Exclamation) I = (Information) T = (Shaded clock) S = (Spanner) C = (Calculator) D = (Calendar) K = (Unshaded clock)

<text colour> is one of the following hexadecimal digits, representing the colour indicated: 0 = (Black) 1 = (Dark blue) 2 = (Light blue) 3 = (Dark green) 4 = (Light green) 5 = (Dark cyan) 6 = (Light cyan) 7 = (Dark red/brown) 8 = (Light red) 9 = (Dark magenta) A = (Light magenta) B = (Dark yellow/green) C = (Light yellow) D = (Dark grey) E = (Lighter green) <text of message> is any text you wish to compose. For example, the command to generate the text message illustrated above (with an exclamation icon and light-red-coloured text) would be: !TX8:Please check that customer has paid for support