CM/Track

About CM/Track

CM/Track provides your (internal and external) customers access to their cases 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 cases and can create new cases. 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.

CM/Track from the customers' point of view

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

• viewing the case list
• viewing the details of cases
• adding comments to cases
• adding attachments to cases
• creating new cases
• searching the FAQs

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

Please see CM/Track from the customers' point of view for a detailed explanation of how your customers work in CM/Track.

CM/Track from the users' point of view

You might deal with CM/Track in the following contexts:

• You manage CM/Track accounts for your customers, see Configuring CM/Track for customers.
• You work on cases which your customers access using CM/Track, see Considering CM/Track when working with cases.