Time booking
Introduction to time booking in ConSol CM
Time booking is used for reporting to track the effort of the users when working in the Web Client. Time bookings can be created manually by the users or take place automatically when the users perform certain actions.
Concepts, terms and definitions
|
Concept |
Other terms |
Definition |
|---|---|---|
|
queue |
process |
Instance of the business process; links the used workflow to the stakeholders |
|
case |
ticket |
Request of the contact which the users works on in the Web Client |
|
project |
|
Entity to group manual time bookings for reporting purposes |
Manual time booking
Manual time bookings is created by the users in the Web Client. It is available in two places:
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User menu: The Time booking page in the user menu allows the users to create time bookings for any case for which they have append permissions (see Permissions for cases). In addition, it shows a list of the time bookings in different periods.
-
Case page: The Time booking tab in the history section allows the users to create time bookings for the current case.
In both places the users can enter the time either manually by filling the Duration field or select an action which comes with the duration. Afterwards, they need to select a project and click the Save time booking button. Correcting a time booking is possible by creating a new booking with a negative duration. This amount of time is subtracted from the overall time booked by the respective user on this day.
You need to perform the following steps to configure manual time booking:
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Create one or several projects on the Projects page.
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Assign the projects to the desired queues in the Projects tab of the Queues page.
You can disable manual time booking by removing the corresponding page and section using the page customization:
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User menu: Set the attribute timeBookingOverviewEnabled of cmApplicationCustomization to false.
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Case page: Set the attribute timeBookingFeature in acimSection to false.
Automatic time booking
Automatic time bookings are created automatically when the users perform one of the following actions on a case:
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Working in the comment and email editor: The period between opening the editor and saving the comment or email is booked.
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Creating a case: The period between opening the page to create a case and saving the case is booked.
If the case is transferred to the workspace and work is resumed later, the period while the case is in the workspace is not booked. No time is booked if the action is canceled or the session ends.
The Time booking page in the user menu shows a list of the time bookings in different periods. Automatic time bookings are not linked to projects.
You need to perform the following step to configure automatic time booking:
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Set the system property cmweb-server-adapter, automatic.booking.enabled to true on the System properties page.