Actions are handy shortcuts to additional tasks. An action may
open a specific view showing information related to the currently
selected item. Actions may also start external applications passing
item parameters to other applications.
There are three kinds of actions.
Smart actions.
With smart actions you call an external application. You can call
this application using parameters which may dependent on fields in
the selected item.
Overview actions.
With overview actions you can create a shortcut to a view. Unlike
the shortcuts in the shortcut bar you can give the shortcut
parameters. This way, the view you open shows information related
to the item you are working with. For example, from a service call
you can easily find an overview of person in the same organization
as the caller of the service call.
System actions.
System actions are actions defined by the developers of Service
Desk. These actions are complex actions that cannot be performed
otherwise.
Actions can only be used by users who have access to the action.
Ask the Service Desk application administrator for a complete
overview of available actions.
To start an action, do one of the following:
In a table view, select an item and then choose an action from
the Action menu to start an action related to the
selected item.
In a form, select an action from the Action
menu to start an action related to the item in the form.
In a form, use the lookup item
button to start an action related to the item selected in the
lookup item field.