Considering CM/Track when working with cases

This chapter discusses the following:

You work with the Web Client and do not interact directly with CM/Track. Nevertheless, you should take CM/Track into account when working with cases because some of your actions have an impact on what your customers see in CM/Track.

Visibility of comments in CM/Track

Usually, your customers can see the case data in the header and Details section. The visibility of the case history entries, i.e., comments, attachments, and emails, is controlled by classes of text. The customers can see the entries which are highlighted with a specific class of text. The name, icon and, color of this class of text depend on the individual configuration of your CM system.

The following screenshot shows an example of such a class of text.

Figure 128: Class of text assigned to a comment

In your own CM system, the class of text probably has another name, icon, and color. There can also be several different classes of text which can be used to make an entry visible to the customers. Depending on the business process, classes of text can be applied automatically by the system. Usually, the comments and attachments which the customer adds using CM/Track are automatically highlighted with such a class of text, so the customer is able to see his own entries.

Only assign such a class of text to an entry that should be visible to your customer. Do not use it for internal notes!

Actions of customers in CM/Track

Customers can carry out two actions in CM/Track which can influence your work in the Web Client:

Customers create new cases

Customers can create new cases using CM/Track provided that their CM/Track profile contains the required permissions. You can view and handle the cases created by the customers in the same way as any other case. The only difference is that the customer who created the case is already added as the case's main customer and the case contains the data provided by the customer.

Customers add content to cases

Customers can add comments and attachments using CM/Track. You can see the comments and attachments in the Web Client as soon as the customers save them. Usually, they are already highlighted with a class of text, so the customers can see their own comments and attachments in CM/Track.

Figure 129: Comment and attachment from CM/Track