Tips and tricks

Viewing tooltips

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 142: Tooltip for a case icon

Figure 143: Tooltip for a workflow activity

Figure 144: Tooltip for a button

Using keyboard shortcuts

ConSol CM provides keyboard shortcuts for the following actions:

In addition, you might want to use the keyboard shortcuts provided by your browser. For example, you can use the TAB key to navigate the page and the ENTER key to press a button.

The availability of the CM-specific keyboard shortcuts depends on your system configuration.

Keyboard shortcuts for executing activities

These shortcuts apply to workflow activities, contact activities, resource activities and search activities. There are up to nine shortcuts available: Alt+1 for the first activity in the list, Alt+2 for the second activity, and so on.

Figure 145: Keyboard shortcuts for workflow activities

Keyboard shortcut for jumping to the Quick Search

You can press the F key to jump to the Quick Search. This allows you to enter your search term without having to click in the Quick Search field.

Using the favorites

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.

The favorites provide quick access to:

You can save up to 10 items in the Favorites.

Adding items to the favorites

You can add a case, contact, resource, or Detailed Search to the favorites using the drag-and-drop features. Please proceed as follows to add the item to the favorites:

  1. Click the icon of the respective item. This can be the case icon, contact icon, resource icon, or search icon.
  2. Drag the icon to the favorites box and drop it there. In case of a Detailed Search, you have to enter a name for the search before you can save it to the favorites. Cases, contacts, and resources are automatically displayed with their names according to the individual configuration of your CM system.

The following figure illustrates how to add a person to the favorites:

Figure 146: Adding a person to the favorites

Depending on the type of item, you can drag-and-drop it from several locations. For example, you can drag the case icon from the case list, the case header, a case relation, or a result table containing the case name and icon.

Working with the favorites

You can carry out different actions with the favorites:

Opening an item from the favorites

You can use the favorites to open the items saved there. This can be a case, contact page, resource page, or Detailed Search. To do so, just click the name of the item, which is a link.

Rearranging the items in the favorites

You can change the order of the items in the favorites by dragging-and-dropping each item to the desired position.

Removing an item from 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.

Using the workspace

The workspace is a box displayed to the right of the main working area. It serves as a temporary storage for changed cases, contacts, 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 147: Workspace

The workspace saves your changes both for new objects, i.e., when you create a new case, contact, or resource, and for existing objects, i.e., when you edit a case, contact, or resource. If you switch to another screen while editing data, your changes will not be lost, but you can resume work later on.

Working with the workspace

You can carry out different actions with the workspace:

Resuming work on an item in 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.

Removing 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.

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.

Adding case relations via drag-and-drop

You can add case relations to a case by dragging-and-dropping the case icon into the section for related cases of the case. You can use a case icon from the case list (see figure below), from the workspace, or from the favorites for this purpose. Once you have dropped the case icon, the section for related cases is opened in edit mode. The target case is already selected and you can directly select the type of relation. Please see Adding a case relation for further information.

Figure 148: Adding a case relation using drag-and-drop

Opening the main contact of a case

There are two ways to quickly open the main contact of a case:

Figure 149: Opening the main contact of a case

If the contact is a person within a two-level contact model, you can also jump directly to the company which the person belongs to. To do so, please proceed as follows:

  1. Select the visibility level Detail.
  2. Click the Jump to company link in the context menu of the company.

Figure 150: Opening the company

If you want to open the page of an additional contact, you can use the Jump to person / company links in the context menu of the additional contact.