Viewing and editing records allow you to see and change their content, respectively. To edit a record, click the Image Removed iconEdit icon, usually a pencil. To view a record, click the record's ID, click or the Image Removed icon. Alternatively, you can use a table view that makes fields in the record 'active' , meaning that clicking on that field will open the record for edit or for view.View icon if it appears. You can control the view and edit tools that appear on the table by editing the table's Views.

When you have a record open, you can tell whether you're viewing or editing it by looking at the available buttons. If you're viewing a record, you see the Edit and Close buttons, or only the Close button if you don't have edit permission for that record. If you're editing a record, you see the Save and Cancel buttons.

Image AddedEdit and Cancel versus Save and Cancel buttons

While editing a record, you also see input boxes, drop-down fields, and radio buttons that allow you to make changes to the fields in the record.

Editing or viewing a record determines whether it's locked for other users. Viewing a record allows you to view a record's contents without locking other users from editing or viewing the record. Editing a record locks the record and prevents other users from editing it at the same time. In other words, multiple users can view a record at the same time, but only one user can edit a record at any given time.

Saving and Canceling Record Edits

When you're editing a record, the following options appear when you click or hover over the drop-down arrow The following options also open when you click the arrow button next to the drop-down on the Save button:

• Save & Continue:  saves Saves the record, runs any rules, and then reopens the record to the first tab to allow you to continue work on it. This can be useful to save your record progress.
• Save & New: saves Saves the record, runs any rules, and then opens a new record.  
• Save & Next: saves Saves the record, runs any rules, and then opens the next record in the table. 

Image RemovedImage AddedSave & Continue, Save & New, Save & Next shown in the drop-down menu

The following options open appear when you click the arrow button next to or hover over the drop-down arrow on the Cancel button:

• Cancel & Reopen:  cancels Cancels unsaved changes, and then closes and reopens the record to the first tab.
• Cancel & New: cancels Cancels unsaved changes, then closes the record, and then opens a new onerecord.
• Cancel & Next: cancels Cancels unsaved changes, and then opens the next record in the table.

If The Save & Next and Cancel & Next options proceed to the next record in the list is currently you started from, so you can easily work through your Email Inbox or My Assigned items. They allow you to work on the first record in the list and then proceed through the remaining records without having to manually close and open each one. If you use these options and the next record is locked by another user, or has just been deleted by another user, or no longer meets the search criteria because it has been closed by another user or assigned to another user, the system moves to the next record available below that.This is particularly intended to be used with the Inbox or My Assigned search, so a staff user may run that search, pick the first ticket in the list and work on it, and then just proceed through the remaining assigned tickets by using the Finish and Next buttonsavailable record. 

The options that appear under the Save and Cancel drop-down arrows are configurable from the Layout tab of the Table wizard.

Sharing Records

Easily share the record you're working on by clicking the ellipses menu and then Copy Link. This copies a URL to your clipboard that you and others can use to jump directly to this record.

Image Added

These links are encrypted for security, and they respect user permissions, so you don't need to worry about them getting forwarded to a third party. If you click a link to a record in a KB you're already working in, the link opens right away so you can get right to work. Otherwise, you're prompted to log in, and then brought directly to view the record. If you need to make changes, simply click Edit.