Agent Workspace, want to display compose section

[erikzachariasni]

Hey, 

I want to have the Compose section automatically always be displayed when opening a new ticket. So I dont have to change this manually each time I open a ticket (see the red arrow)

I suspect that this might be possible by changing User Preferences but I have tried different values and nothing changes.

If anyone could help me with this, it would be much appreciated. 🙂

Regards

Erik Zacharias

[Muralidharan BS]

Hi,

The layout is managed by that property you mentioned, but you cannot change it from there. Every time you update the layout, the old preference gets deleted and a new one is created.

If you can open the preference and keep it in a tab. Now update the layout. If you refresh the preference you will the that is deleted and a new one would have been created. 

But once users manually set to compose then it reflects on all the incidents and workspaces.

Thanks

[erikzachariasni]

Thanks for the reply Murali. 

So what you are saying is that this cant be changed under User Preference, but should rather be set in the workspace (by pressing the layout button)?

Although, Im having a problem with this, cause my workspace cant seem to remember what layout I chosen on my last opened ticket. Every time I open a new ticket, it randomly selects one of the other layouts, but never the one I want (the middle one: compose).

[Muralidharan BS]

Yes, you cannot manually set it under preferences. 

Once I select a layout it sticks, and every record I open it shows the same layout I selected. Not sure what's missing here, probably a HI case would help in your issue.