Search actions for cases

Introduction to search actions for cases in ConSol CM

Search actions allow execute scripts for cases found in a detail search. In addition, it is possible to display a form above the detail search.

Concepts, terms and definitions

Concept	Other terms	Definition
case	ticket	Request of the contact which the users works on in the Web Client
search form		Form which is displayed on the top of the page when executing a search action
action script		Script of the type Search action for cases which implements the logic to be executed

Purpose and usage

Search actions can be executed manually by a user in the Web Client. They are shown in the Activities box in the upper right corner of the Web Client. Search actions apply to the checked results of the Cases tab of the detail search. They can include a form, which is displayed at the top of the page and needs to be filled out to perform the action.

The availability of the action can be determined by script. If the condition script returns “true” the action is shown in the Web Client after performing a detail search.

Users need the permission “Act” for the queue of the cases in order to perform search actions.

Examples for search actions are actions to set a certain value in all the cases found by the search, or to link the cases to the resource selected in the action form.

Settings for search actions

The following settings are available for search actions in the Basic tab.

• Internal name: Mandatory. The technical name of the search action.

• Condition script: Optional. The script of the type Search condition for cases which is executed to determine if the action is available or not. Search actions are only displayed if the condition script returns “true”.

• Action script: Mandatory. The script of the type Search action for cases which is executed.

• Localized name: Mandatory. The localized name of the search action. Displayed in the Web Client.

• Localized description: Optional. The localized description of the search action. Displayed as tooltip in the Web Client.

Settings for actions forms

The Form tab allows to select a form which should be displayed when executing the action (optional). The following settings are available:

• Action form: Optional. The action form which is displayed when the user clicks the action. The action script is executed after saving the form.

• Form condition script: Optional. Script of the type Action form condition, which determines if the form is shown.

• Form prefill script: Optional. Script of the type Action form prefill, which prefills form fields with certain values.

• Required fields: Optional. Select the fields which should be required in the form.

Basic tasks

Using search actions

Please perform the following steps to use a search action:

1. Create a script of the type Search action for cases, see Action scripts. This can be done either on the Scripts page or by entering the desired name in the Action script selector and choosing the create option.

2. If needed, create a script of the type Search condition for cases, see Action scripts. This can be done either on the Scripts page or by entering the desired name in the Condition script selector and choosing the create option.

3. Create a search action on the Search actions page.

Managing search actions

Search actions are managed on the Search actions page of the Web Admin Suite. The following actions are available:

• Create a new search action
  Click the New action button above the list of search actions or duplicate an existing search action by clicking the Duplicate icon of an action. Provide the required settings in the Basic tab (see Settings for search actions), and define an action form in the Form tab if needed (see Settings for actions forms).

• Edit a search action
  Click the Edit icon or search action’s row and update the desired data in the Basic tab (see Settings for search actions) and Form tab (see Settings for actions forms).

• Deactivate a search action
  You can deactivate search actions by clicking the Deactivate icon.

  Deactivated actions are not shown in the Web Client.

• Activate a search action
  You can activate search actions which are deactivated by clicking the Activate icon.

• Delete a search action
  You can delete a search action by clicking the Delete icon.

Advanced tasks

Working with search action scripts

The following scripts are relevant for search actions:

• Search action for cases: Main script executed when a search action is performed.

• Search condition for cases: Script which determines if a search action is show in the Web Client. Must return true or false.

• Action form condition: Script which determines if an action form is displayed for a search action. Must return true or false.

• Action form prefill: Script which prefills the action form with certain values.

You can find details about programming action scripts in Action scripts.