Activities

Activities are operations which can be carried out for the objects in ConSol CM. These can be:

• Tickets:
  Workflow activities
• Contacts or companies:
  Customer activities (synonymous to customer actions)
• Resources:
  Resource Activities (synonymous to resource actions)
• Result sets of a Detailed Search:
  Search activities (synonymous to search actions)

The workflow activities are part of the process definition. The customer, resource, and search activities (actions) are part of the ConSol CM Action Framework. All the activities are defined by the CM administrator. As an engineer, you can perform activities provided that you have the required permissions.

The available activities are displayed in the upper right corner of the Web Client. They always refer to the object displayed in the main working area.

All activities are customized and depend on the individual configuration of your CM system.

Workflow Activities for Tickets

Workflow activities allow you to move the current ticket through the business process. They depend on the current queue of the ticket and on the ticket's position in the business process.

Figure 26: Workflow activities

Examples for workflow activities are:

• Work on ticket
• Put ticket on hold
• Pass ticket to another team
• Close ticket

Please see Performing Workflow Activities for further information.

Customer Activities for Contacts and Companies

Customer activities allow you to perform certain actions for the current customer. They depend on the customer group which the current customer (company or contact) belongs to. Customer activities are displayed in the Web Client if the conditions for their execution are met. You can perform a customer activity at any time.

Figure 27: Customer activities (here for a company)

Examples for customer activities are:

• Create new ticket for the contact
• Open the company's website
• Load customer data from an external source

Please see Performing Customer Activities for further information.

Resource Activities

Resource activities allow you to perform certain actions for the current resource. They depend on the resource type which the current resource belongs to. Resource activities are displayed in the Web Client if the conditions for their execution are met. You can perform a resource activity at any time.

Figure 28: Resource activities

Examples for resource activities are:

• Create new ticket for the resource
• Create a new customer who is related to the resource
• Update some resource data

Please see Performing Resource Activities for further information.

Search Activities for Search Results

Search activities allow you to perform certain actions for the current set of search results. The set of search results includes either tickets, or customers of a specific customer group, or resources of a specific resource type. Search activities become available when you carried out a Detailed Search and clicked the tab with the desired objects.

When you carry out a search activity, it usually affects several objects at once, e.g., all the results displayed on the current page of the result table and whose checkboxes have been selected. This is the main difference between search activities and workflow, customer, and resource activities, which - in most cases - affect only one object.

Figure 29: Search activities (here for a set of tickets)

Examples for search activities are:

• Tickets:
  Assign all the displayed tickets to a certain engineer.
• Customers:
  Update the data of all the displayed customers by loading data from an external source.
• Resources:
  Set a maintenance date of all the displayed resources.

Please see Performing Search Activities for further information.