Creating & Managing Key Sets

Video Tutorial

Overview

versaSRS allows you to create unique Key Sets for each Team, which can assist with Case logging, Case filtering, and Case categorisation specifics.

Pre-defined Case Templates can be applied based on Key Set selections, making logging a Case fast and efficient.

Update Templates can also be associated with Key Sets so that when the Update button is clicked on a Case it will load with the Update Template that matches the Key Set on the Case.

Key Sets can drive Priority and Due Dates when logging a Case, as well as providing the ability to display a Custom Message to the User.

Keys are managed through the versaSpinner - Administrators tab and can be created and edited by Users who have Administrator access.

Once 'Primary', 'Secondary', and 'Tertiary' keys have been created, you need to create 'Key Sets' for use within each Team. This is done via the Manage Team icon > System Teams window.

Key Set combinations can be used by Users to categorise each Case as well as link to particular Knowledgebase articles that relate to that Key Set.

You can set numerous Key Set combinations:

• A single 'Primary' Key only.
• A 'Primary' & 'Secondary', but no 'Tertiary' Key.
• Or a 'Primary', 'Secondary' & 'Tertiary' Key.

To create Key Sets select versaSpinner - Administrators tab > Teams > Manage System Teams > Select the Team to which the Key Set will apply > Key Sets

1. Select Keys 1, 2, and 3 as required.
2. Select the Priority setting. Allows you to set the default Priority for the given Key Set based on the Team's Priority Settings.
3. Select the Case Template (Optional). Allows you to set a pre-defined Case Template that gets applied when the given Key Set combination is set for a Case.
4. Enter information for the Message (Optional). The Message input here will be displayed to the User when that Key Set combination is set for a Case.
5. Select the Add button to add the Key Set to the Team.

Alternatively there is the option to Import previously created Key Sets from other Teams so that they do not have to be re-created if the same Key Sets are required for both Teams.

To do this:

1. Select the Source Team from the drop-down list.
2. Click the Import button to add the Key Sets to the Team.