System configuration

This section describes how to provide global settings and configurations for the ConSol CM system.

• System properties: System properties are used to store settings for the ConSol CM system. The settings are used in different areas, for example to configure the email functionality, determine the authentication method, or fine-tune the index.
• Client configurations: Client configurations can be used to configure the user interface of CM/Track and customer-specific REST clients.
• Calendars: Calendars define the business times, including working hours and holidays, for the business processes. They can be used to calculate escalation times based on the business hours.
• Microsoft Exchange calendars: You can integrate a Microsoft Exchange calendar into ConSol CM. The users can create new appointments and view and edit existing appointments.
• Projects: Projects serve reporting purposes and are used for manual time booking.
• Time booking: Time booking is used for reporting to track the effort of the users when working in the Web Client. Time bookings can be created manually by the users or take place automatically when the users perform certain actions.
• Languages: Languages define which languages are available for labels, and localized names and descriptions of custom-defined elements in the Web Admin Suite. In the Web Client and CM/Track, these elements are displayed in the user’s browser language if it is configured as system locale. If the user’s browser language is not configured as a locale in ConSol CM, the elements are displayed in the default locale.

📄️ System properties

System properties are used to provide global settings for ConSol CM and to configure ConSol CM components, as for example the email system or the index. In addition, system properties can be used to store global variables for scripts in order to provide a convenient way of managing settings which are needed in workflows and scripts, as for example reaction times, email addresses needed in the process, or the URL where ConSol CM is deployed.

📄️ Client configurations

Client configurations can be used to configure the user interface of CM/Track and customer-specific REST clients. This manual describes the configuration of CM/Track.

📄️ Calendars

Calendars define the business times, including working hours and holidays, for the business processes. They can be used to calculate escalation times based on the business hours, so that the time runs only when the users are at work. This avoids time triggers firing outside the business hours or on weekends or holidays.

📄️ Microsoft Exchange calendars

You can integrate a Microsoft Exchange calendar into ConSol CM. The calendar can be shown in the Calendar section on case, contact or resource pages or on the dashboard of the Web Client. The users can create new appointments, view existing appointments and edit existing appointments.

📄️ Projects

Projects serve reporting purposes and are used for manual time booking. They are assigned to a queue, so that users can book time to the project for cases of the queue, see Manual time booking.

📄️ Time booking

Time booking is used for reporting to track the effort of the users when working in the Web Client. Time bookings can be created manually by the users or take place automatically when the users perform certain actions.

📄️ Languages

Languages define which languages are available for labels, and localized names and descriptions of custom-defined elements in the Web Admin Suite. In the Web Client and CM/Track, these elements are displayed in the user’s browser language if it is configured as system locale. If the user’s browser language is not configured as a locale in ConSol CM, the elements are displayed in the default locale.