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Which fields can be included in a workspace?

Environment:

Editing or Creating Workspaces
Oracle B2C Service, All versions

Resolution:

When configuring a workspace, you can add database fields, including custom fields, in the workspace. Fields are pieces of information from the database, such as a contact name, address, or incident subject. In order for staff to view or edit a field, you must include it in the workspace.

Each workspace is based on a record type, and each record type has different fields associated with the database table. For example, contact records are stored in the contacts database table, and fields from the contacts table include First Name, Last Name, and Email Address as available fields. Similarly, answer records are stored in the answers table and have fields such as Summary, Status, Language, and Access Level as available fields.

When you create a new workspace, the type of workspace you choose determines which fields can be included in the workspace. That is, an answer workspace has different fields available than an incident workspace or a contact workspace. When copying an existing workspace, you can add new fields or more or delete the existing fields to customize the workspace to fit your needs.

Certain fields are not available to be added to workspaces.  If the field is not listed as an available option on the Insert Fields tab in the Ribbon, it cannot be added to the workspace.  

To modify fields in a workspace: Open the workspace for editing. From the Common Administration Items, select Application Appearance > Workspaces. Then, in the right frame, right click on the workspace and select Edit.

To customize a standard workspace, you must first copy the workspace and edit the copy. Then, you must update the appropriate staff profiles to use your newly-created workspace.

• To add a field: Click the Insert Field tab at the top of the page and drag and drop fields onto the workspace.
  
  
• To move a field: Locate the field on the workspace and drag and drop the field to its new location.
  
  
• To delete a field: In the workspace, right click on the field and select Delete.

For additional information, refer to the 'Edit a workspace' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

For an overview of configuring workspaces, refer to Answer ID 2483: Setting up a New Workspace.