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acimSection (Type or Subscope)

An ACIM (activity item) is an entry in the History section of a ticket. This can be ...

• a comment
• an e-mail which has been sent from the ticket
• an e-mail which has been received by the ticket
• an attachment
• a time booking entry

An ACIM group is a group of entries which has a distinct date/time stamp. An ACIM item is a single entry within the ACIM group. It has only a time stamp.

Figure 123: ConSol CM Web Client - ACIM group and item

Please make sure that the date format you have entered for one of the following date attributes is correct! If the date format is not correct, the entire page cannot be displayed! The Web Client will not work! Please see the correct date formats in the following table. By using an empty text (' ') as value it is possible to hide the date/time stamp completely.

Figure 124: ConSol CM Web Client - Valid date formats for ACIM date configuration

Attributes:

• acimGroupActionEntryDateFormat
  Date format for group of ACIM without text or e-mail entry (i.e., for automatic actions). If nothing has been entered as pattern, the default one will be used.
  Syntax: dateFormatFirstLevelOfDetails|secondLevel|thirdLevel
  (java.lang.String, default = dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm)

  

  Figure 125: ConSol CM Web Client - Display for format: dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm

  

  Figure 126: ConSol CM Web Client - Display for format: dd.MM.yy HH.mm|dd.MM.yy HH.mm|dd.MM.yy HH.mm

• acimGroupTextEntryDateFormat
  Date format for group of ACIM with text, e-mail, or attachment entry. If nothing has been entered as pattern, the default one will be used.
  Syntax: dateFormatFirstLevelOfDetails|secondLevel|thirdLevel
  (java.lang.String, default = dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm)

  

  Figure 127: ConSol CM Web Client - Display for format: dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm

  

  Figure 128: ConSol CM Web Client - Display for format: dd.MM.yy HH.mm|dd.MM.yy HH.mm|dd.MM.yy HH.mm

• acimItemActionEntryDateFormat
  Date format for item of ACIM entry. If nothing has been entered as pattern, the default one will be used.
  Syntax: dateFormatFirstLevelOfDetails|secondLevel|thirdLevel
  (java.lang.String, default = dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm)
• acimItemTextEntryDateFormat
  Date format for text or e-mail entry. If nothing has been entered as pattern, the default one will be used.
  Syntax: dateFormatFirstLevelOfDetails|secondLevel|thirdLevel
  (java.lang.String, default = dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm|dd.MM.yyyy HH.mm)
• showCloneOption
  Enables clone option for text ACIM entry (comment or e-mail entry). (boolean)

  

  Figure 129: ConSol CM Web Client - Clone option for text ACIM entry

• appendOrReplaceOnClone
  Works only if clone option is set to true. If the editor is opened and already contains some text, you can append or replace its content when the clone of another item is selected simultaneously. Possible values are append, replace. Default is append. (java.lang.String)
• attachmentDeletionAllowedManuallyUploaded
  Boolean. Enables the delete functionality (entry in context menu) for ticket attachments which have been uploaded manually as a file. Default true.
• attachmentDeletionAllowedIncomingEmail
  Boolean. Enables the delete functionality (entry in context menu) for attachments from incoming e-mails. Default false.
• attachmentDeletionAllowedOutgoingEmail
  Boolean. Enables the delete functionality (entry in context menu) for attachments from outgoing e-mails sent from the system. Default false

  

  Figure 130: Excerpt of a ticket page: attachmentDeletionAllowedManuallyUploaded set to true, manually uploaded attachment can be removed/deleted

• headHistoryElementsCount
  Lazy loading - Number of groups in ACIM section that will be loaded from the top of the history. Default number is 0 (= lazy loading switched off). Customization works only when configured by type, not location. If head and tail elements count is 0, then all history is loaded at once. (int)
• tailHistoryElementsCount
  Lazy loading - Number of groups in ACIM section that will be loaded from the bottom of the history. Default number is 0 (= lazy loading switched off). Customization works only when configured by type, not location. If head and tail elements count is 0, then all history is loaded at once. (int)

  The page customization attributes headHistoryElementsCount and tailHistoryElementsCount are available on three different scope levels:

  • acimSection type on top level without scope
  • acimSection type with /ticketEditPage scope
  • acimSection type with /ticketEditPage/acimSection (sub-)scope

  A non-zero value activating the lazy loading feature must be set either on the top level without scope alone or on all three levels.

  Other scope uses may lead to unwanted behavior.

  Example 1: Lazy loading switched off

  

  Figure 131: ConSol CM Web Client - Lazy Loading switched off

  Example 2: headHistoryElementsCount and tailHistoryElementsCount each set to 1

  

  Figure 132: ConSol CM Web Client - headHistoryElementsCount and tailHistoryElementsCount set to 1

• mailToSelection
  Initial e-mail address inserted into To field when composing e-mail. Default: contact (java.lang.String)
  Possible options:
  
  • contact
    The e-mail address of the main contact is copied into the To field when the Ticket E-Mail Editor is opened.
  • contacts
    The e-mail addresses of the main contact and all additional contacts are copied into the To field when the Ticket E-Mail Editor is opened.
  • engineer
    The e-mail address of the engineer is copied into the To field when the Ticket E-Mail Editor is opened.
  • fixed
    for fixed option see mailToFixedMail attribute.
  • none
    The To field is left empty when the Ticket E-Mail Editor is opened.
• mailToFixedMail
  Fixed e-mail address used when attribute mailToSelection is set to fixed. (java.lang.String)
  Example: E-mail to a fixed e-mail address, mailToFixedMail set to foo@bar.de, mailToSelection set to fixed.

  

  Figure 133: ConSol CM Web Client - E-mail to a fixed e-mail address

• recordLastUsedAcimTab
  Boolean. Records last used ACIM tab. i.e., when you open the editor again, the tab (comment/e-mail/attachment/time booking) will be opened that was open and active (i.e. some actions were performed, e.g., writing a comment) when you closed the editor last time.
• reloadPageIfIE8onAcimSubmit
  Boolean. Reloads page after a new ACIM submit, only for IE8. This is a workaround for the problem that adding comments/e-mails may take a long time when using IE8.
• removeContentOnTabSwitch
  Clears text area content each time the tab panel in the editor is being switched. (boolean, default = false, i.e., when you switch, for example, from the Ticket E-Mail Editor to the Comment Editor, the text you have typed will remain in the editor panel and will not be removed)
• timeBookingFeature
  Boolean. Activates or deactivates the time booking support in acimSection (i.e., display the link to time booking and the tab in the editor), default = true.

  

  Figure 134: ConSol CM Web Client - Activate time booking support (timeBookingFeature = true)

  

  Figure 135: ConSol CM Web Client - De-activate time booking support (timeBookingFeature = false)

  Please note that

  • the value false in the timeBookingFeature hides the hyperlink from the time booking editor (see figure above). The engineer cannot change to display mode for it.
  • the visibility of the time booking section on the userProfilePage is configured via the timeBookingSection attribute visible!
• extendedViewCharactersLimit
  Integer. Defines the maximum number of characters which will be displayed in the ticket history for comments in extended view if this level is defined as 2nd level short in the class of text which is applied to the entry. Default 350. Please see the example in section Modifying the Display Behavior for the Basic and Extended Level to Optimize Ticket History Display.
• standardViewCharactersLimit
  Integer. Defines the maximum number of characters which will be displayed in the ticket history for comments in basic view if this level is defined as 1st level short in the class of text which is applied to the entry. The text is cut off after the maximum number of characters defined in a page and formatting is removed. Emails will not show any header information. This provides a very concise informative view using very little space. Default 150. Please see the example in section Modifying the Display Behavior for the Basic and Extended Level to Optimize Ticket History Display.