Text classes

Introduction to text classes in ConSol CM

All communication which is done from a case during its life cycle is written to the case history. This allows to review it later to keep track of all relevant actions. The users can select a text class for each communication entry to highlight the entry and determine its visibility in CM/Track.

Concepts, terms and definitions

Concept	Other terms	Definition
case	ticket	Request of the contact which the users works on in the Web Client
workflow		Technical representation of the business process
CM/Track		ConSol CM add-on, portal which allows customers to create and view their cases

Purpose and usage

Text classes can be applied to incoming emails, outgoing emails, comments and attachments. They highlight the history entry by setting the icon and background color. Text classes also determine which entries are visible in CM/Track. In addition, you can use text classes to control the process flow, e.g. by only allowing certain actions when there is a history entry with a given text class, or by transferring history entries with a given text class to another case.

When a communication entry is created, a default text class is applied automatically, see Defining default text classes. The user can change the text class afterwards and set one of the available text classes for the type of history entry. It is also possible to set a text class by script.

Settings for text classes

The following settings are available for text classes:

• Internal name: Mandatory. The internal name of the text class.

• Localized name: The name which is displayed for the text class in the Web Client in the header of the history entry.

• Icon: The icon which is displayed in the Web Client next to the creation date of the history entry. You can either select one of the provided icons or upload a file with an icon (PNG or SVG file, size 16 * 16 px).

• Background color: The background color of the history entry in the Web Client.

• Visibility: Mandatory. Determines the display of comment and email entries in the Web Client. The display depends on the detail level which the user selects for the Communication and history section. For a given level, the full entry can be displayed, the entry can be truncated (short display, can be expanded by the user), or the entry can be hidden. The following options are available to determine on which level an entry is displayed. The text in parenthesis indicates how it is displayed:

  • all detail levels (full)

  • all detail levels (short | full | full)

  • all detail levels (short | short | full)

  • high detail level (full)

  • high detail level (short)

  • high detail level (text hidden)

  • medium and high detail levels (full)

  • medium and high detail levels (short | full)

  You can define the number of characters shown for truncated entries in the page customization, attributes basicViewCharactersLimit and extendedViewCharactersLimit of acimSection.

  The visibility of attachment entries is determined on the Case history page.

• All entries are visible to the customer: Determines if the history entries are shown in CM/Track, so that customers can see them. By default, history entries are not shown in CM/Track.

• Only emails (incl. email attachments) with the customer as sender or recipient are visible to the customer: Determines if certain email entries are shown in CM/Track, so that customers can see them. This setting applies only to emails which are either sent by or to the customers themselves, i.e. it is checked if the customer’s email address matches a sender or recipient.

  If the customer should also see the email attachments, you need to apply the setting to the default attachment class as well.

• Available for attachments: Determines if the text class can be set for attachments.

• Available for comments: Determines if the text class can be set for comments.

• Available for incoming emails: Determines if the text class can be set for incoming emails.

• Available for outgoing emails: Determines if the text class can be set for outgoing emails.

• Used in queues: Allows to assign the text class to queues and the remove it from queues.

You can filter the text classes by usage to show only text classes which are available in a certain context (attachments, comments or incoming or outgoing emails).

Basic tasks

Managing text classes

Text classes are managed on the Text classes page in the Cases menu of the Web Admin Suite. The following actions are available:

• Create a new text class
  Click the New text class button above the list of text classes, and provide the required settings, see Settings for text classes. You need to assign the text class to the queues for whose cases it should be available. This can be done either in the Used in queues selector, or on the Queues page.

• Edit a text class
  Click the Edit icon or text class’s row and update the desired data, see Settings for text classes.

• Delete a text class
  You can delete a text class which is not assigned to any queue by clicking the Delete icon.

Defining default text classes

When a history entry is created, the default text class for the type of content is set automatically. The user can change the text class afterwards. The default text classes are indicated by a D icon next to the respective usage. You can filter the table to display only the default text classes by selecting the Show only default text classes checkbox.

The global default text class can be overridden for each queue by a queue-specific default text class, see Queues.

Proceed as follows to set default text classes on the Text classes page:

1. Click the Set default classes button.

2. Select the desired text classes in the following fields:

   • Default text class: Mandatory. Global default text class; used for comments and emails if no queue-specific or content-specific default text classes are set; system property cmweb-server-adapter, defaultContentEntryClassName.

     Can be overwritten by queue on the Queues page, see Text classes.

   • For attachments: Mandatory. Default text class for attachments; used for all new attachments; system property cmweb-server-adapter, defaultAttachmentEntryClassName.

   • For comments: Optional. Default text class for comments; used for new comments if no queue-specific default text class is set; system property cmas-core-server, defaultCommentClassName.

   • For incoming emails: Optional. Default text class for incoming emails; used for incoming emails if no queue-specific default text class is set; system property cmas-core-server, defaultIncommingMailClassName.

   • For outgoing emails: Optional. Default text class for outgoing emails; used for outgoing emails if no queue-specific default text class is set; system property cmas-core-server, defaultOutgoingMailClassName.

   • For content from CM/Track: Mandatory. Default text class for comments and attachments which are added via REST API, usually in CM/Track; system property cmas-core-server, defaultUnitContentClassName.