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CM.Resource Pool - Setting Up the Basic Resource Model

Introduction

This chapter will guide you through the complete set-up of a resource model. You will learn how to

• create a Resource Group
• create two Resource Types within this Resource Group
• create data fields for the resources, i.e., create Resource Field Groups for the Resource Types
• create Resource Fields within the Resource Field Groups. i.e., create the data fields
• define templates for the display format of the resource names in the Web Client

In our example, you are an administrator who has to set up a resource model for a company which wants to manage their IT assets, as well as their products, using the Resource Pool.

The complete model will look like the one in the following figure. We will show you how to define the Printers and the Office software to demonstrate the basic principles. Then you should be able to configure all remaining resources yourself.

Figure 448: ConSol CM Admin Tool - Example of a resource model

Creating a Resource Group with the First Resource Type

A Resource Group represents the objects at the highest hierarchical level in the data model of the Resource Pool. In our example, all printers are managed in a Resource Group Printers and all office software packages are managed in a Resource Group called OfficeSoftware. The following figure shows some Resource Groups and Resource Types in the Web Client. This should provide you with an overview of the configuration in the Admin Tool and its consequences in the Web Client. Please keep in mind that the technical object names which are used in the Admin Tool are usually not the (localized) names which are displayed in the Web Client.

Figure 449: ConSol CM Web Client - Resources in the Resource Pool Dashboard

The first step in a new (empty) resource model is to create a new Resource Group which contains one Resource Type. The Resource Type contains one Resource Field Group.

Figure 450: ConSol CM Admin Tool - Creating a new resource group

To create a Resource Group, fill out the following fields:

• Resource Group, Name
  The technical name of the Resource Group. It can be localized using the Localize button.
• Resource Type, Name
  The technical name of the first Resource Type within the Resource Group. The name can be localized using the Localize button.
  More Resource Types for the Resource Group can be added later on.
• Resource Field Group, Name
  The name of the first Resource Field Group (similar to a Custom Field Group for ticket data) within the Resource Type. The name can be localized using the Localize button. In case the Resource Field Group is displayed in the Group section of the resource page (annotation show-in-group-section = true), the localized name will be displayed as header of the respective tab.
  More Resource Field Groups for the same Resource Type can be added later.

Click Save to create the Resource Group, Type and first Field Group.

Once you have defined the Resource Group, you can add some more data for the created objects.

Editing the Resource Group

Figure 451: ConSol CM Admin Tool - Editing a Resource Group

Mark the Resource Group and click the Edit button to edit some Resource Group parameters:

• Description
  You can enter the description directly in the pop-up window, which will become the default description, or you can use the Localize button to enter localized values for each language. The Resource Group description is displayed only in the Admin Tool, not in the Web Client.
• Icon
  Select one of the ConSol CM standard icons by clicking the icon, or use the file browser to upload an icon of your choice. The Resource Group icon will be displayed in the Web Client next to the name of the Resource Group. In this way, you can, for example, select a Printer icon for printers, a PC icon for PCs, etc. Allowed image file formats are: jpg, png, gif. We recommend to use 32 x 32 px as image size to achieve a reasonable size of the icon on the Resource Type Page. In tables and at other locations on the GUI where the resource is displayed, the icon is re-sized automatically.



Figure 452: ConSol CM Web Client - Customized icon for a Resource Group

Click Save to commit your changes.

Editing the Resource Type

Figure 453: ConSol CM Admin Tool - Editing a Resource Type

Mark the Resource Type and click the Edit button to edit the following Resource Type parameters:

• Description
  You can enter the description directly in the pop-up window, this will become the default description. Or you can use the Localize button to enter localized values for each language. The Resource Type description is displayed as information in the Admin Tool only, not in the Web Client.
• Mode (for a detailed explanation of all modes, refer to section Information about Resource Modes)
  
  • Internal
    Resource data is fully managed by ConSol CM. For details see section Internal Resources.
  • On the fly
    Resource data are retrieved from an external backend system whenever requested (available in ConSol CM version 6.10.3.0 and higher). For details see section On the fly Resources.
  • Cached
    Resource data come from an external backend system and are cached in ConSol CM. A refresh of an item can be triggered manually (available in ConSol CM version 6.10.3.0 and higher). For details see section Cached Resources.
  • Imported
    Resource data come from an external backend system and are stored in ConSol CM. An update requires a new bulk data import (available in ConSol CM version 6.10.3.0 and higher). For details see section Imported Resources.
• Icon
  Select one of the ConSol CM standard icons by clicking the icon, or use the file browser to upload an icon of your choice. The Resource Type icon will be displayed in the Web Client next to the name of the Resource Type, e.g., on the Resource Type page. In this way, you can, for example, select a Printer icon for printers, a PC icon for PCs etc. Allowed formats are: jpg, png, gif. We recommend to use 32 x 32 px as image size to achieve a reasonable size of the icon on the resource page. In tables and at other locations on the GUI where the resource is displayed, the icon is re-sized automatically.
• Templates
  Here you can define the templates for the display format of resource data in the Web Client (analog to templates for customer data). This is explained in detail in section CM.Resource Pool - Templates for Resource Data.
• Automatic Actions
  Here you can assign automatic resource actions to the Resource Type. The resource actions have to be defined first, using the Resource Actions section of the Admin Tool. See section CM.Resource Pool - Resource Actions for a detailed explanation.
• Manual Actions
  Here you can assign manual resource actions to the Resource Type. The resource actions have to be defined first, using the Resource Actions section of the Admin Tool. See section CM.Resource Pool - Resource Actions for a detailed explanation.
• Search Actions
  Here you can assign search actions to the Resource Type. The resource search actions have to be defined first using the Scripts and Templates section of the Admin Tool. See section Action Framework - Search Actions for a detailed explanation.

The Resource Relations are also defined for a Resource Type. This is described in detail in the section CM.Resource Pool - Resource Relations.

Information about Resource Modes

The mode of a resource type defines whether the resource data is stored in the ConSol CM system and - if required - how the transfer from the external system to ConSol CM is managed. Once the mode has been set and resources of the respective type are present in the system, the mode cannot be changed!

In ConSol CM, you have to distinguish between internal resources and external resources. The latter comprise On the fly Resources, Cached Resources and Imported Resources, i.e., all resources which are not completely stored in and managed by ConSol CM.

Only internal resources can be created using the Web Client. External resources can be neither created nor modified (permanently) nor deleted using the Web Client. For all external resources the complete data model has to be defined in the Admin Tool before the first data transfer can be performed. The use of On the fly Resources and Cached Resources is based on the implementation of a specific interface. Therefore, those resources can only be used with a customer-specific ConSol CM .ear file. The respective development project has to be built and deployed before the first data transfer takes place. The following sections provide a detailed overview of all four resource types.

Figure 454: Resource modes

Figure 455: ConSol CM Admin Tool - Configuration of Resource Type mode

Internal Resources

This mode is available in all ConSol CM versions with a Resource Pool, i.e., starting with CM version 6.10.1.

The resource data is fully managed by ConSol CM. Engineers who have sufficient access permissions can use the Web Client to create, modify or delete resources.

On the fly Resources

This mode is available in ConSol CM versions 6.10.3.0 and higher. In previous versions this mode is not available.

The resource data is retrieved from an external backend system whenever requested. The mode on-the-fly relies on a customer-specific implementation of the Java interface ResourceExternalSource.

An on-the-fly resource does not have any data which is stored in ConSol CM except for an external ID. This ID is used to retrieve data from the external system upon request.

• The Detailed Search is not available.
• In order to search CM for an on-the-fly resource, only the external ID can be used.
• There is no resource page.
• There is no Resource Type Page
• The resource is only available/visible in the Relations section of
  • tickets
  • customers
  • other resources.
• The resource data cannot be edited.

Cached Resources

This mode is available in ConSol CM versions 6.10.3.0 and higher. In previous versions this mode cannot be selected.

The resource data originates from an external backend system. The data is transferred into ConSol CM upon the first request and is then cached in the ConSol CM database. The first request to the external system is executed when the resource is linked to another object (a ticket, a customer or another resource), i.e., when a relation is established. The mode Cached relies on a customer specific implementation of the Java interface ResourceExternalSource.

In the Web Client:

• The Detailed Search is only available for resources that have been requested at least once and are thus present in ConSol CM with their full data set.
• For resources which are already present in ConSol CM (i.e., are cached)
  • a resource page is available.
  • a Resource Type Page is available.
  • a refresh of the resource data can be triggered manually on the Resource Page.
• In order to search ConSol CM for a cached resource which has not yet been requested, only the external ID can be used.
• There are no Resource Pages for resources which have not yet been cached.
• The resource is only available in the Relations section of tickets, customers or other resources. The Resource Fields are only displayed in the Relations section as well.
• The resource data cannot be edited.

Imported Resources

This mode is available in ConSol CM versions 6.10.3.0 and higher. In previous versions, the mode cannot be selected.

The resource data originates from an external backend system and is stored in the ConSol CM database. Once the data has been imported into ConSol CM, it is treated almost like internal data. The import into ConSol CM usually relies on an ETL (Extract - Transform - Load) job which is run once or on a certain schedule.

In the Web Client:

• The Detailed Search is fully available for imported resources.
• A resource page is available.
• A Resource Type Page is available.
• Imported resource cannot be created using the Web Client (only via import).
• The resource data can be edited, but a new import might overwrite changes.

Editing the Resource Field Group

A Resource Field Group is a collection of Resource Fields, the data fields for resource data (analog to a Custom Field Group which is a collection of Custom Fields for ticket data). Resource Fields can never be managed as singular objects, they are always managed (e.g., faded in or out) as a Resource Field Group.

A Resource Field Group has the following group-specific parameters. Mark the desired Resource Field Group and click Edit to edit those values (see the next section).

Editing Resource Field Group-Specific Parameters

Figure 456: ConSol CM Admin Tool - Editing Resource Field Group-specific parameters

Here, you can edit the following fields:

• Name
  The technical name of the Resource Field Group. This should only be changed if truly required, as changing it might have side effects on all scripts (workflow and Admin Tool) which use the Resource Group name
• Dependent Enum Scripts
  Here you can assign a Dependent Enum to the Resource Field Group. The Dependent Enum has to be defined as an Admin Tool script first, as described in section Scripts of Type Dependent Enum.

Setting Resource Field Group Annotations

A Resource Field Group can have annotations. Select the Resource Field Group and press the Annotations button to set or unset annotations. The annotations are the same as for Custom Field groups. All annotations are listed and explained in Annotations.

Figure 457: ConSol CM Admin Tool - Resource Field Group annotations

Creating and Editing Resource Fields

Resource Fields are containers for the data of resources (analog to Custom Fields for ticket data). Resource Fields always belong to a Resource Field Group. To add or edit Resource Fields of a Resource Field Group, select the group in the resource data model and enter all required data on the right-hand side of the Admin Tool.

Figure 458: ConSol CM Admin Tool - Managing Resource Fields

Creating a New Resource Field

To create a new Resource Field, click the Add button and enter the required data in the pop-up window.

Figure 459: ConSol CM Admin Tool - Creating a new Resource Field

Enter the following data:

• Name
  The technical name of the Resource Field. This is used in scripts and templates. Set the localized value by using the Localize button.
• Data type
  The data type of the Resource Field. You can select a data type from a pull-down list, like for Custom Fields or Data Object Group Fields. The following section provides detailed information about the available data types.

Types of Data Fields

The following data types are available for Custom Fields, Data Object Group Fields and Resource Fields.

• boolean
  Values: true/false. Depending on the annotation boolean-type, the value is displayed as checkbox, radio buttons, or drop-down list.

  If you work with scripts, either in CM workflows or in the Admin Tool, please note that the behavior of boolean fields which are represented as checkboxes, i.e. with annotation boolean-type = checkbox (default) is different depending on the CM version!

  • In CM versions prior to 6.9.4.0:
    If a boolean field has not been touched, its value is false. If it is checked, its value is true, and if it is unchecked again, its value is false again.
  • In version 6.9.4.0 and up:
    If a boolean field has not been touched, its value is NULL. If it is checked, its value is true, and if it is unchecked again, its value is false.

  Fields which have already been filled with values in the database will not be changed during an update from a version prior to 6.9.4.0 to a version 6.9.4.0 and up.

  Boolean fields represented as radio buttons (annotation boolean-type = radio) or drop-down menu (annotation boolean-type = select) are always shown and behave as described for versions 6.9.4.0 and up, i.e., with NULL value if untouched.

• date
  Format and accuracy can be set by annotations.
• enum
  For sorted lists. The engineer can choose one of the enum values in the Web Client. Enums and values have to be created previously within the Managing Sorted Lists: Enum Administration. Select the desired Enum type and group in the fields below.
• list
  A data field of this data type is the first step to creating a list (one column) or a table (multiple columns) of input fields in the Web Client.
  
  • For a table the next step will be to create another field of type struct (see below) to contain the input of the individual list fields (which will become the columns of the table). So, if you want to create a table you have to define a field of the type struct first (see below) before you can add the fields for the table columns.
  • For a simple list, the next step will be to create fields which belong to the list. No struct is required.
  For all fields belonging to a list or table you have to set the dependencies in the field Belongs to (see below). For example, a table field (which is a regular data field) always belongs to a struct, a struct always belongs to a list.
• struct
  A data field of this type defines a data structure (line of a table) which groups one or multiple fields. It is the second step to building a table after you have created a field of the type list. Add the fields for the columns of the table in the next step. The dependencies have to be set for each field in the Belongs to field (see below), i.e., a struct always belongs to a list.

  

  Figure 460: Scheme: List of Structs

  Technically spoken, the list is an array which contains a map (= key:value pairs) in each field.

  

  Figure 461: List of structs, tecnical principle

• number
  For integer values.
• fixed point number
  For numbers with a fractional part, e.g., currencies. You have to enter the total number of digits (Precision) and the number of digits that fall to the right of the decimal point (Scale) in the respective fields below.
• string
  For up to 4000 alphanumeric characters.

  Restriction when using an Oracle database: at most 4000 bytes can be saved in UTF encoding. Starting with Oracle12c.

• long string
  For large objects.

  For long strings the limit depends on the database system used for ConSol CM: MS SQL Server: 2 GByte; MySQL: 4 GByte; Oracle: 16 - 64 GByte (depending on page size of tablespace).

• short string
  For up to 255 alphanumeric characters.

  For string fields, you can use specific annotations to fine-tune the field definition. For example, a string field can be defined to contain a URL which will automatically be displayed as hyperlink. Please read the following section.

• contact data reference
  Special data type used internally for referencing the contacts associated with a ticket. In FlexCDM (i.e., starting with CM version 6.9.0), this data type is no longer displayed but only used internally in the CM system.
• MLA field
  This data type is used for fields that contain hierarchical lists with a tree structure called MLA (Multi Level Attributes). The name of the field is the name of the new MLA that has to be defined within the MLA Administration. The group of the field has to be referenced when the MLA is created.

The data type you choose on creating a data field cannot be changed afterwards!

Details about String Fields: Use Annotations to Fine-Tune Strings

String fields are widely used for customer, ticket, and resource data and strings can be used to contain various content, for example, a text box with a comment, a simple input field with only 20 characters, a URL or a password. The fine-tuning of string fields is implemented using specific annotations which are all listed on the Annotations page. However, since work with these annotations is an every-day task of CM administrators, the most important and most commonly used annotations will be explained here as well.

How can I ...

... insert a text box instead of a single line?

Value for annotation text-type: textarea

The size of the text box can be adjusted, displayed as standard text box depending on web browser. Use the field-size annotation in case a specific size of the text box is required.

... hide the input of the fields for passwords?

Value for annotation text-type: password

Only dots will be displayed. This annotation does not define the field to contain a password! It only defines the display mode! Use the password annotation to define a string field to contain the CM.Track password.

... display a hyperlink, display the name instead of the link?

Value for annotation text-type: url

Input will be displayed as a hyperlink in view mode. String has to match a specific URL pattern:

• "^((?:mailto\:|(?:(?:ht|f)tps?)\://)1\S+)(?: (?:\| )?(.*))?$"

First part of the string is the link (url), second part is the name which should be displayed.

Example: "http://consol.de ConSol"

... display a file link?

Value for annotation text-type: file-url

Input will be displayed as a link to a file on the file system. The web browser has to allow/support those links!

Example: Enabling file:// URLs in a Firefox browser

Add the following lines to either the configuration file prefs.js or to user.js in the user profile. On a Windows system usually in a folder like C:\Users\<USERNAME>\AppData\Roaming\Mozilla\Firefox\Profiles\uvubg4fj.default

• user_pref("capability.policy.localfilelinks.checkloaduri.enabled", "allAccess");
• user_pref("capability.policy.localfilelinks.sites", "http://cm-server.domain.com:8080");
• user_pref("capability.policy.policynames", "localfilelinks");

Alternatively a Firefox browser add-on like Local Filesystem Links can be installed for better access to the referenced files and folders.

The link will also be displayed as tooltip.

The URL is correctly formed if the following conditions are met:

• It starts with file: followed by regular slashes:
• three slashes "///" for files on the same computer as the browser (alternatively "//localhost/") or
• two slashes followed by the server name followed by another slash for files on file servers accessible from the computer running the browser.
• These are followed by the full path to the file ending with the file name.
• The path on Microsoft Windows systems is also written with forward slashes instead of backslashes.
• The drive letter of a local path on Microsoft Windows systems is noted as usual, for example C:.
• Paths with spaces and special characters like "{, }, ^, #, ?" need to be percent encoded ("%20" for a space for example) for Microsoft Windows systems.

Example URLs:

• file://file-server/path/to/my/file.ext
• file:///linux/local/file.pdf
• file:///C:/Users/myuser/localfile.doc

... define a label?

Value for annotation text-type: label

This will be a read-only field which is displayed in gray, use the label-group annotation to link label and input fields which belong together.

... define a field for the CM.Track login?

Value for annotation username: true

Will be used for authentication against CM.Track server. Only for Data Object Group Fields in a contact object.

... define a field for the CM.Track password?

Value for annotation password: true

Will be used for authentication against CM.Track server (in DATABASE mode). Only for Data Object Group Fields in a contact object.

... define a field for the valid e-mail addresses?

Value for annotation email: true

The field may only contain valid e-mail addresses. Input will be validated according to standard e-mail format <name>@<domain>.

Setting Resource Field Annotations

The characteristics of a Resource Field, e.g., the visibility, the position in the Web Client, and whether the field should be indexed or reportable, are defined using annotations. You might know this principle from your work with Custom Field annotations.

Figure 462: ConSol CM Admin Tool - Defining Resource Field annotations

The annotations which are available are the same as for Custom Fields and are listed and explained in detail in Annotations.

The position annotation marks the position of the field on

• the form which is used to create a new resource. See section A Short Introduction to CM.Resource Pool Functionalities in the Web Client, Resource Create Form.
• the resource page which is explained in section A Short Introduction to CM.Resource Pool Functionalities in the Web Client, Resource Page.

As with ticket layout, you can place the Resource Fields in the GUI by using the matrix principle and setting the position accordingly:

Figure 463: Example matrix for position annotation

Creating Further Resource Types within a Resource Group

To add a new Resource Type within a Resource Group, mark another Resource Type of the desired Resource Group in the list and click the Add button. Then fill in all required data as described in the section Editing the Resource Type.

Creating Resource Field Groups and Resource Fields

To create a new Resource Field Group within a Resource Type, select another Resource Field Group of the desired Resource Type in the list and click the Add button. Then enter all the required data as described in the section Editing the Resource Field Group.

Creating Further Resource Groups

To create a new Resource Group (OfficeSoftware in our example), select another Resource Group in the list and click the Add button.

Enter all the data as for the first Resource Group, see section Editing the Resource Group.

Figure 464: ConSol CM Admin Tool - Adding a new Resource Group

To fill the new Resource Group with Resource Types and Resource Fields, proceed as described in the previous sections.

Example for a Complete Resource Model

In our example, the following resource model has been created. It will be used as a basis for later examples in this manual.

Figure 465: ConSol CM Admin Tool - Example for a resource model

Figure 466: ConSol CM Web Client - Example for a resource model (in Resource Pool Dashboard)

Defining Resource Relations

This is explained in detail in the section CM.Resource Pool - Resource Relations.

Defining Resource Actions

This is explained in detail in the section CM.Resource Pool - Resource Actions.

Assigning Access Permissions for Resources to Engineers Using Roles

This is explained in detail in the section CM.Resource Pool - Assigning Permissions for Resources.