Widget: Discussion Messages

The Discussion Messages widget displays the discussion threads and messages of a client service case in the case's widget layout. Users can read threads, reply, and start new threads from the widget without leaving the case. The widget can be used only in widget layouts whose Target Type is Client Service Case.

For what users see and do in the widget, see Using the Discussion Messages Widget in Case Discussions.

The Discussion Messages Widget Layout

The Discussion Messages widget comes in its own Discussion Messages Widget layout, with a Target Type of Client Service Case. The widget spans the full width of the layout and is 6 boxes high.

The layout is published by default, with a Weight of 0 and no conditions, so the widget displays on cases without any setup. If another published Client Service Case layout takes priority based on its Weight and conditions, that layout displays instead. See Adding Widget Layouts.

If you would rather use your own Client Service Case layout, add the Discussion Messages widget to it and unpublish the Discussion Messages Widget layout, as described below.

Using the Widget in Your Own Case Widget Layout

To add the Discussion Messages widget to your Client Service Case widget layout:

  1. Go to System Admin > Widget Layouts.

  2. Open a widget layout whose Target Type is Client Service Case by clicking (Open) next to the layout in the grid.

  3. In the Widget Layout Details window, click Add Widgets. The Widget Library window displays. Click Discussion Messages > Add Widgets.

  4. Drag the frame to the desired position, and drag the bottom right corner of the widget to change its size. The widget's default size is the full width of the layout and 6 boxes high.

  5. Click Save.

  6. In the Widget Layouts list, clear the Published option for the Discussion Messages Widget layout.

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