flag on the Issue Details for?The primary function of Omni Customer Support is searching for issues. As you type, searches are performed in real time
against the index of known issues. Searches are done with in the active data set. Both Fuzzy and Wild Card searches are
used. Wild card searches are pretty self explanatory, if type in "ex" it would match "export", "example", "exit" etc.
Fuzzy searches match words that are similar to the search, such as words that are spelled alike, but are different words.
There are two ways to do this. You can use the Show All button to the right of the search box
or you can run a report.
It depends on why you want to see all the issues as to which approach is better. If you are trying to find a specific issue,
searching for it is the best approach since it will save you a lot of time verses trying to pick it out of the list of all items.
This will show the most active 25 issues in the index. Active is defined by having reports added to it using the "Add Report" button on the Issue Details section.
This will present a descending sorted list in the Results section. If there are less than 25 issues, then it will show all the issues.
To add a new issue into the index, you can either 1) Click on the Add New Issue button 
or go to the File menu and select Add New Issue.
This will open the Issue Editor window. Only the Issue Title and Description are required fields.
The tag button will group the search results by tags. By doing this it does change the order of the search results which may
cause them to not be order by relevance. Each issue will be in ever group that it has a tag for, so the same issue can and most likely
will be in multiple groups. This is useful to find out what areas (tags) are associated with the search. It can help you find the issue
you are looking for and also indicate those areas that are being affected by similar issues.
Tags are user defined categories. By "Tagging" an issue, you are assigning it to a category. An issue can have multiple tags. Separate tags with a "," (comma).
Tags are useful when searching because it can help you narrow down the search results. You can also group the search results by tags.
Solutions are not always customer friendly comments. This could include references to other issues, internal comments about the state of the issue, language that you would not want your customers to hear. By having a separate field for the Email Response Template it makes it clear what the response to the customer should be. It prevents the basic copy/paste error that could cause you more problems with your customers. The Email Response Template helps improve the consistency of your customer support and enables a quick response time for known issues.
A data set is a collection of issues. You can set up multiple data sets with in the application. When a search is performed it is only done against the active data set.
You can switch the active data set by using the Data Sets menu and select the data set you wish to use. When you first install Omni Customer Support, it installs 3 data sets. The first is Help which contains help that you can search against.
The second is Sample which is sample data that can be used for testing out the application. You will probably want to delete this
data set once you start using the application. The third is Default which is empty. You can use this data set or delete it and
create your own. You can manage the data sets by use the Data Sets menu item. WARNING: If you delete a data set, all the
issues in that data set are also deleted. This operation if final and you cannot undo it.
After you perform a search, the search results will be listed in the result section. To view the details, simple select one of the issues
and the Issue Details section will show you the details of the issue.
The flag provides a quick glance at the state of the issue. There are currently three options for the flag, , which indicates
that the issue is not a bug. This could mean that it is user error, or they are trying to do something not supported etc. But the
issue is not a defect in the software or service. 
indicates that it is a known issue but there is a way to work around it.
indicates that is a bug and there is no known work around. You set this value in
the Issue Editor window
First you have to find the issue you want to edit. Using the search capabilities, find the issue in the search results. Select the issue
so the details are being displayed. If you have the proper permissions, 
the Edit button will be enabled. Click this button and
the Issue Editor window will open allowing you to edit the issue.
The Add Report button is used to indicate that the issue was being experienced by your customer. The report contains the date and a brief
comment. Reports are used to determine the top 25 active issues. The Reports menu allows you to run reports to find out
what issues have reports in a given time frame, or quickly find the top reported issues in the last 30 days. You can see all
the reports for an issue by using the View Reports button.
When you are viewing an issue in the Issue Details section, click on the View Reports button.
This will open the View Reports window
that lists all the reports. 
You can edit or delete the reports in this window as well.
When you are viewing an issue in the Issue Details section, click on the View Reports button. This will open the View Reports window
that lists all the reports. Select the report you wish to delete and click on the Delete button. 
When you are viewing an issue in the Issue Details section, click on the Delete button.
This will delete the issue and
all reports for that issue. WARNING: This operation is final and cannot be undone.
Yes you can. You can export an individual issue by using the Export button on the Issue Details section. 
This will prompt you for the
name of the file that you want to export the file to. You can export the whole data set by going to the File menu and selecting Export menu. 
This will prompt you for a directory in which to export all of the issues. It creates a single file for each issue in the index.
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