There are several tools to aid in the manipulation of text on a Callsheet . First, you can use any of the normal Windows editing tools, which are as follows:

• ‍Cut Ctrl-X removes highlighted text into the Windows clipboard
• ‍Copy Ctrl-C copies highlighted text into the Windows clipboard
• ‍Paste Ctrl-V inserts clipboard contents at your cursor location
• ‍Undo Ctrl-Z restores text, in your current box, to its pre-edit form

Suppose, for example, you want to move a particular section of text from one place to another within your Callsheet (or even from one form to another). Just highlight the characters using your mouse, then press CtrlX, at which moment you'll see them disappear (don't worry, they're now in the Windows clipboard). Now, move your cursor to the place you want to insert and press Ctrl-V, at which point you'll see the characters pop into their new location. The other Windows tools work in a similar fashion, though each with a somewhat different result as described above.

Besides the basic Windows tools, ServiceDesk provides several of its own tricks, that are specifically tailored to your needs in a Callsheet. These are:

• ‍Undo Alt-U restores the entire Callsheet to content that existed at last save
• ‍Erase Alt-E erases all text from a Callsheet
• ‍FlipFlop Alt-F moves the LocationInfo text into the CustomerInfo section, and vice versa
• ‍Telephone FlipFlop Alt-T moves the telephone number of the box you're in into the other box of the same section, and vice versa
• ‍Originate Alt-O resets a Callsheet's origin info to the present desk, date and time

To illustrate some possible uses for these tools, suppose that a landlady is calling to order service at her rental. She's just given you an address which, as she gave it, you thought was for billing, so you dutifully typed it into the CustomerInfo section. Then, she continues, "and my billing address is . . ."—revealing you were mistaken about her earlier intent. Now you've got the location address already typed where the billing address needs to be, and in fact, she's presently dictating the latter to you. Where can you type it? No problem, just type the billing info into the vacant location space you're already in, and when done hit Alt-F, immediately reversing the two into their correct locations. Telephone FlipFlop can be used for an almost identical purpose (only in the context, obviously, of a home telephone versus business number).

As you’re reading this, we reckon you might be feeling that all these different commands are a lot to remember. Couldn’t we have designed it, instead, so there are obvious buttons right on the face of the form for each purpose—so you don’t have to remember? The answer is, there’s only so much you can present visually in a limited space, without crowding out other important stuff, and without making the whole thing appear too busy and complex. As in everything else in life, it’s best when there’s balance—in this case between what’s visual and mouse-click accessible versus increased utility via other actions that are just too many to be presentable in such fashion.

But there is a very handy aid. In other contexts, we’ll tell you about a very nice command summary, available on the MainMenu. This summarizes each of the various keyboard commands, in a very nicely organized hierarchy, making it easy for you to review while learning, or to consult simply to refresh your memory later on. Within this command summary, there’s a very detailed section that relates to Callsheet commands. If wanting to remind yourself of the command for some Callsheet function, you could click on Command Summary from the MainMenu, then choose Callsheet Controls, and you’d see this section. However, that’s a tiny bit of work.

Instead, if you simply right-click in any otherwise un-operative space of a Callsheet, the system will instantly present the appropriate section from the command summary for you. Think of the resulting show as your “cheat sheet.”

As you’ll see later, the same kind of thing is available from several other contexts.