Adding Work Items

Depending on your security group and user permissions, you can add work items to the work queue.

Note: If a Work Item detail is already open, you must close it before you can add another work item. To close a Work Item detail, select Cancel.

Merchant in Context

To add a work item when the merchant is in context:

1. From the work queue section at the bottom of the theme page, select Add Work Item.

   The Work Item detail opens.

2. Select the work item details from the following drop-down lists:
   • Type: The work item type.
   • Outcome Code: The code describing the resolution for the work item. This may be left blank if the work item is not yet resolved.
   • Queue: The work queue where the work item is to be assigned.
   • Priority: The work item priority; for example, Medium, High, or Critical.
3. Enter the description and any comments.
4. Add any action items or attachments, as required. For more information, refer to Adding Action Items and Adding Attachments to Work Items.
5. Select Add.

Merchant Not in Context

To add a work item when the merchant is not in context:

1. From the menu bar at the top of the work item list, select Add Work Item.
2. The Work Item detail opens.
3. Select the work item details from the following drop-down lists:
   • Type: Select New Merchant.
   • Outcome Code: The code that describes the resolution for the work item. This may be left blank if the work item is not yet resolved.
   • Queue: The work queue where the work item is to be assigned.
   • Priority: The work item priority; for example, Medium, High, or Critical.
4. Enter the description and any comments.
5. Add any action items or attachments, as required. For more information, refer to Adding Action Items and Adding Attachments to Work Items.
6. Select Add.

Comments Only Work Item

To add a comments-only work item:

1. Bring the merchant into context. For more information, refer to About Context.
2. From the work queue section at the bottom of the theme page, select Add Work Item.

   The Work Item detail opens.

3. Select the work item details from the following drop-down lists:
   • Type: Select Comments.
   • Outcome Code: The code that describes the resolution for the work item. This may be left blank if the work item is not yet resolved.
   • Queue: The work queue where the work item is to be assigned.
   • Priority: The work item priority; for example, Medium, High, or Critical.
4. Enter the description and any comments.
5. Add any action items or attachments, as required.
6. Select Add.