Working with relations

Relations are links between two objects in ConSol CM. They can be created either manually in the Web Client or automatically in scripts. The following types of relations exist:

• Relations between two cases
  There are three types of case-case relations:

  • Reference: No hierarchy, can be set both manually and by script.

  • Parent-child: Hierarchical relation with parent case on the upper level and child case on the lower level. Can be set both manually and by script.

  • Parent-child (fixed): Hierarchical relation with parent case on the upper level and child case on the lower level. Can be set only by script.

• Relations between a case and a contact
  There are two types of case-contact relations:

  • Main contact: Set when creating a case. Mandatory for queues with contacts.

  • Additional contact: Optional, can be set manually or by script in queues with contacts.

• Relations between a case and a resource
  The type of relation needs to be defined in the Web Admin Suite. The definition includes the queue of the case, the resource type, the multiplicity and whether the relation can be set manually or only by script.

• Relations between two contacts
  The type of relation needs to be defined in the Web Admin Suite. The definition includes the contact object, the customer group, whether the relation is hierarchical and whether the relation can be set manually or only by script.

• Relations between a contact and a resource
  The type of relation needs to be defined in the Web Admin Suite. The definition includes the contact object, the customer group, the resource type, the multiplicity and whether the relation can be set manually or only by script.

• Relations between two resources
  The type of relation needs to be defined in the Web Admin Suite. The definition includes the resource type, the multiplicity and whether the relation can be set manually or only by script.

The following table shows the most important objects used to create and remove relations and to access the related objects.

Object	Usage
resourceRelationService	Relations involving resources, i.e., case-resource relations, contact-resource relations, resource-resource relations
Ticket	Relations between cases and contacts outside the workflow context
ticketRelationService	Relations between cases outside the workflow context
unitRelationService	Relations between contacts
workflowAPI	Relations between cases and relations between cases and contacts in the workflow context

Please refer to the ConSol CM API documentation for further details.