Managing Shortcuts in the Client Portal

Client Portal shortcuts enable administrators to link various parts of the Service Catalog or Knowledge Base by adding items to a designated category. This feature allows a single article, service, or category to be displayed in multiple locations within the client portal, appearing identical to its original format. Administrators can create these shortcuts to existing services and articles using the Client Portal interface, enhancing navigation and accessibility for users.

Admins can create shortcuts based on their application permissions.

• Shortcuts to Knowledge Base articles and categories can be added to other sections of the Knowledge Base
• Shortcuts to Services and Service categories can be added to other Service areas

In this article, we'll cover:

• Permissions
  • What Users See
  • Admin Access to Create or Edit Shortcuts
• How to Create a Shortcut
• How to Edit or Delete a Shortcut

Permissions

What Users See

The permissions for seeing a shortcut are the same as the permissions for seeing the target of the shortcut. For example, if you define a shortcut to a service that is only visible to an Employees group – whether that's based on its shortcut category or its original permissions – and place that shortcut in a category that is publicly visible, only users that are in the Employees group will see the service when looking at the contents of the publicly visible category.

Admin Access to Create or Edit Shortcuts

Users who can edit services, articles, or categories can see an anchor icon (⚓) to indicate that an item is a shortcut.

To grant access to manage shortcuts to a Security Role:

1. Navigate to TDAdmin
2. Click Applications and select the desired Client Portal
3. Click Users & Roles, then Security Roles
4. Select the desired Security Role that will need access to create or modify shortcuts
5. Select the Modify Service Catalog Shortcuts permission under the Service category and/or the Modify Shortcuts permission under the Knowledge Base category.
   

Create a Shortcut

To create a shortcut: 

1. In the Client Portal, in the Knowledge Base, or Service Catalog, go to the client portal category where you would like to include a related category, service, or article. Shortcuts can also be created in the root of the Knowledge Base or Service Catalog.
2. Click the +New Shortcut button.
3. In the New Shortcut window, select the Shortcut Type:
   • For Services, you can select Service or Category
   • For the Knowledge Base, you can select Article or Category 
4. In the Target field, choose the category, service, or article that you want to link to. 
5. Under Parent Category, select the category where you want the shortcut item to appear. Leave it blank to place it in the root category.
6. Set the Order for the shortcut.
   This order is assessed within the category to which the shortcut is added. It determines how the shortcut will be sorted in relation to the other items in the shortcut category. The order assigned to the shortcut will take precedence over the order applied to the original target item.
7. You can pin Knowledge Base articles to ensure they appear at the top by checking the Pin Shortcut box.
8. Click the Save button.

Edit or Delete a Shortcut

To edit or delete a shortcut:

1. In the Client Portal, navigate to the category where the shortcut appears
2. Click the Edit shortcut icon (anchor and pencil) 
   
3. On the Edit Shortcut page, make the needed changes and Save, or Delete the shortcut.