CM.Track V1

About CM.Track

CM.Track provides your (internal and external) customers access to their tickets in your company's ConSol CM system. The customers receive a CM.Track login, i.e., a user name and a password, which they can use to log in to CM.Track. In CM.Track they have access to their tickets and can create new tickets. Their access permissions are defined in a CM.Track profile which is assigned to the customer in the Web Client.

The following screenshot shows the standard layout of CM.Track. Depending on the individual configuration of your CM system, CM.Track may have a different layout and/or include additional features.

Figure 127: CM.Track

CM.Track From Your Customers' Point of View

Your customers can log in to CM.Track to access their tickets. The following actions are possible in a standard installation of CM.Track, provided that the customers have the required permissions:

• viewing the ticket list
• viewing the details of tickets
• adding comments to tickets
• adding attachments to tickets
• creating new tickets
• searching the FAQs (Frequently Asked Questions)

Additional features may be available through a customization of your CM system.

Please see CM.Track V1 from Your Customers' Point of View for a detailed explanation of how your customers work in CM.Track.

CM.Track From the Engineers' Point of View

As an engineer, you might deal with CM.Track in the following contexts:

• You manage CM.Track accounts for your customers, see Configuring CM.Track V1 for Your Customers.
• You work on tickets which your customers access using CM.Track, see Considering CM.Track V1 When Working with Tickets.