This chapter discusses the following:
There are many locations where you can get additional information, so called tooltips, when you hover over an element in the Web Client. The tooltip usually provides a description of the element. Tooltips are used for example in:
Figure 151: Tooltip for a ticket icon
Figure 152: Tooltip for a workflow activity
Figure 153: Tooltip for a button
The Favorites are a box displayed to the right of the main working area. They serve as a quick access to certain items in ConSol CM. The items you add to the Favorites are saved in the Favorites independently of your session: you can still access them after logging out and logging in again.
Figure 154: Favorites
The Favorites provide quick access to:
You can add a ticket, customer, resource, or Detailed Search to the Favorites using the drag-and-drop features. Please proceed as follows to add the item to the Favorites:
The following figure illustrates how to add a contact to the Favorites:
Figure 155: Adding a contact to the Favorites
Depending on the type of item, you can drag-and-drop it from several locations. For example, you can drag the ticket icon from the ticket list, the ticket header, a ticket relation, or a result table containing the ticket name and icon.
You can carry out different actions with the Favorites:
You can use the Favorites to open the items saved there. This can be a ticket, customer page, resource page, or Detailed Search. To do so, just click the name of the item, which is a link.
Figure 156: Opening an item from the Favorites
You can change the order of the items in the Favorites by dragging-and-dropping each item to the desired position.
Figure 157: Rearranging the Favorites
You can delete an item from the Favorites by clicking the red cross next to the item's name. The red cross is displayed as soon as you hover the mouse over the item.
Figure 158: Removing an item from the Favorites
The Workspace is a box displayed to the right of the main working area. It serves as a temporary storage for changed tickets, customers, and resources, in case you switch to another object without having saved the changes to the previous object before. The content of the Workspace is deleted when your session ends, i.e., you log out of the Web Client or you are logged out automatically.
Figure 159: Workspace
The Workspace saves your changes both for new objects, i.e., when you create a new ticket, customer, or resource, and for existing objects, i.e., when you edit a ticket, customer, or resource. If you switch to another screen while editing data, your changes will not be lost, but you can resume work later on.
You can carry out different actions with the Workspace:
You can resume work on an item from the Workspace by clicking its name. It will be opened in edit mode in the main working area and your unsaved changes will be present.
Figure 160: Resuming work on an item from the Workspace
You can delete an item from the Workspace by clicking the red cross next to the item's name. The red cross is displayed as soon as you hover the mouse over the item.
Figure 161: Removing an item from the Workspace
When you log out of the Web Client or a session timeout occurs, the Workspace will be emptied automatically. You will be prompted for the decision to postpone the logout (to finish work on the objects in the workspace) or to continue the logout process and discard all changes to the objects in the workspace.
You can add ticket relations to a ticket by dragging-and-dropping the ticket icon into the Section for Related Tickets of the ticket. You can use a ticket icon from the ticket list (see figure below), from the Workspace, or from the Favorites for this purpose. Once you have dropped the ticket icon, the Section for Related Tickets is opened in edit mode. The target ticket is already selected and you can directly select the type of relation. Please see Adding a Ticket Relation for further information.
Figure 162: Adding a ticket relation using drag-and-drop
There are two ways to quickly open the main customer of a ticket:
Figure 163: Opening the main customer of a ticket
If the customer is a contact within a two-level customer model, you can also jump directly to the company which the contact belongs to. To do so, please proceed as follows:
Figure 164: Opening the company
If you want to open the page of an additional customer, you can use the Jump to contact / company links in the context menu of the additional customer.