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Field description - Source direction



Short description:


Source represents the manner or channel by which the issue was created - if it was created manually in the system, by an incoming email, in the support center, etc. 

Source direction tells you the direction of the communication - in to the system or out from the system






Default name: Source direction


Terminology variations: None


In-Use: Optional. This field can be set to be used in the issue field configuration.


Mandatory: Optional. This field can be set as mandatory, but need not be.


Data type: This has three different values: IN/OUT for the Source types E-mail and Phones.

For the other Source types (Normal, Support Center, Simple form, Web service, Chat), Source direction is 'Unspecified' and usually not shown to the user.


Access restrictions: (Default) Created: "Read/Write" for all internal users, and "No access" for external or support users.  Editing: "Read/Write" for all internal users,  and "No access" for external or support users.



This is dependent on the Source field, as Source Direction currently only have values for the E-mail and Phone sources. This could be expanded in the future to cover more channels.



Affected by these settings: 


General > Settings > Issue configurations > Issue rules.

Source direction can be used in issue rules, either as a criterion, or being set in the rule action.



Use cases: 

The Source direction of an issue tells you whether the issue was crated from an incoming or outgoing email or telephone call.

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