SBM Folders

Various types of folders are provided to allow users to organize and quickly access items in the tracking system. The following types folders are available:

• Favorite Folders – Favorites enable users to add links to frequently used features, forms, items, and reports in folders that they create or that are provided by the system. Favorites are stored in folders and provide a personal view of items in the system; users can only view their favorites, but not other users’ favorites.

  Two types of favorite folders are provided:

  • System favorite folders – System folders are provided to all users who have privileges to view folders. Links to items can be automatically added by the system, or users can manually add links.

  • Personal favorite folders – Users can add their own folders to organize links.

• Knowledge Base Folders – Knowledge Base folders contain links to items for the SBM Knowledge Base. Problems and resolutions can be published to these folders for internal or public viewing. For example, a customer reports a problem with a product and an item is submitted. Other customers may experience the same problem with the product; therefore, the problem is submitted to the Knowledge Base. When a resolution for the problem is found, it can be submitted to the Knowledge Base. Other customers, such as external users and anonymous users, as well as employees who have access to the Knowledge Base, can view the problems and resolutions contained in the folders.

• Public Folders – Public folders contain links to items that can be accessed by all SBM users, except external users. Users can view items in, add items to, and remove items from folders if the correct privileges have been assigned. You can also create notifications that automatically add items to or remove items from Public folders. Public folders are set up and managed in SBM System Administrator.

  Note: Public and Knowledge Base folders are maintained in SBM System Administrator; favorite folders are maintained by individual users in the SBM User Workspace.