Communication: Comments, Emails, Attachments, and Time Bookings

The History Section

The History Section of the ticket contains the record of all changes made to the ticket. The section header provides links to the following communication-related features:

• Comments
• Emails
• Attachments
• Time Booking

The ConSol CM Web Client includes several features which facilitate efficient work:

• Classes of text for highlighting certain entries of the ticket history
• The Rich Text Editor for drafting comments and emails
• Templates for drafting comments and emails
• CM.Doc for editing documents (optional add-on)

Classes of Text

Classes of text are used to emphasize entries of the ticket history. You can mark emails, comments, and attachments in the ticket history with a certain class of text. Usually, the class of text highlights the entry with a certain color and adds an icon to the entry. The available classes of text, including colors and icons, depend on the individual configuration of your CM system.

A class of text has several functions:

• Highlighting the entry, thus helping the engineer to find a certain type of entry.
• Controlling the visibility of an entry in the customer portal CM.Track, i.e., only entries with a certain class of text are visible to customers in CM.Track. (Please see CM.Track section for further information: How to Control What Your Customers See in CM.Track for CM.Track V1 and How to Control What Your Customers See in CM.Track for CM.Track V2.)
• Controlling the business process, e.g., the ticket can only be closed if at least one entry is marked as the solution.

The following figure shows a history entry with the class of text Feedback (purple background and arrows icon). Click the icon to select another class of text for the entry.

Figure 60: Classes of text in the ticket history

The Rich Text Editor

You use the Rich Text Editor to write emails and comments. It consists of a text field, where you enter your text, and a menu bar with several buttons, which allow you to format the text and insert tables, images and special characters.

Figure 61: The Rich Text Editor

• (1) Font style (bold, italics, underlined, strikethrough)
• (2) Alignment (left-aligned, centered, right-aligned, justified)
• (3) Font (format, font family, font size)
• (4) Color (text color, background color)
• (5) Superscript and subscript
• (6) Lists (bullet points, numbering)
• (7) Indention (increase, decrease)
• (8) Create and edit table
• (9) Insert (special character, emoticon, link, image)

It depends on the individual configuration of your CM system if all formatting features are available.