Issues

Phase

Displayed name	AttributeName	Description
ID	PhaseId	Primary Key.
Name	DisplayName	Status display name for both agents and administration.
Description	Description	Description for administration.
Activity	Activity	Phase Type: New - New Case, Open Case Open, Hold - Waiting for Internal Processing, Wait - Waiting for External Processing, Closed - Closed, Completed
Order	Rank	The order of the menu items.
Topic	TopicId	Related topics. If NULL, the status refers to all topics (general status).
Default phase	DefaultPhase	The default phase for the activity.
Use as a button	UseAsButton	Indication that the status should be displayed as a button in the editor
Glyph	Glyph	Glyph icon (CSS class) used in ReactClient, eg GI or FA.
Button text	ButtonText	When using the button, the inscription on the button. Otherwise, the DisplayName phase is used.
The button closes the editor window	ButtonClosesEditor	If the phase is displayed as a button (UseAsButton) in the editor, it determines whether or not the button closes the editor window (typically, Activity = Close) after use.

Phase transitions

Displayed name	AttributeName	Description
ID	PhaseTransitionId	Primary Key
Name	DisplayName	The name of the transition.
From phase	FromPhaseId	Source phase. NULL means any phase.
From new (source)	Origin	Indication that the rule applies to newly created cases (state graph state rule)
Topic	TopicId	Restrictions when the transition is only valid for a particular topic.
Subtopic	SubTopicId	Restricting the transition to only a particular subtopic.
Topic group mask	TopicGroupMask	A group topic mask, matching topics can be offered. I.T LIKE IC.T Convention
To phase	ToPhaseId	Target phase, NULL means any phase.
Remove Agent	RevertAgent	An indication that the agent should be removed from the case when performing this transition.
Set up Agent	SetAgent	An indication that when performing this transition, the agent-to-case setting should occur.

Issue conditions

Displayed name	AttributeName	Description
ID	IssueConditionId	Primary Key.
Name	DisplayName	Name for administration.
Order	Rank	Order evaluation conditions. The first valid condition applies.
Block case creation	BlockIssueLookup	It serves as a flag to block case creation.
Topic group mask	TopicGroupMask	A group theme mask, matching themes can be offered. I.T LIKE IC.T Convention
Default topic	NormalTopicId	The default theme to select before the first save. Must match TopicGroupmask. NULL means that nothing should be selected.
Channel	Channel	Type of communication: channel names (PbxIn, Email, Sms, … WebIM, PbxOut, Visitor), Voice, Message, Chat; New for ad-hoc based case and REST. NULL means not to check.
Workgroup group mask	ProjectGroupMask	Project Group Mask. Comparison with Project Associated Communications K.P.PG LIKE IC.PGM. NULL means not to check.
Project	ProjectId	Project condition. NULL means not to check.
Team mask	TeamMask	Project Group Mask. Comparison with Agent Associated Communications K.P.TG LIKE IC.TGM. NULL means not to check.
Preferred Agent	AgentId	Agent condition. NULL means not to check.
Language	LanguageId	Language condition. NULL means not to check.
Calendar mode	TimeMode	Časová časová. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to
From	TimeFrom	Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
To	TimeTo	Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

Topics

Displayed name	AttributeName	Description
ID	TopicId	Primary Key.
Name	DisplayName	Display name for both agents and administration.
Description	Description	Description for administrator.
Order	Rank	The order in which the topics are to be offered.
Topic group	GroupName	Group of topics. The selection of possible topics is based on groups.
Type	TypeName	Topic type.
Display Name	ShowDisplayName	Indicates whether to display the DisplayName section on the form
Display HTML zone	ShowBodyHtml	Indicates whether to display the BodyHtml section in the form.
Display form	FormScenarioId	The scenario used for the FormData case for a given topic, if not specified in the subtopic. NULL means no additional data.
Display DQ zone	DataQueryId	DQ for the grid to be displayed for the given Theme / Subtopic in the case editor. NULL means no grid. The Grid has the RecordId parameter.
Glyph	Glyph	Glyph icon (CSS class) used in ReactClient, eg GI or FA.

Subtopics

Displayed name	AttributeName	Description
ID	SubTopicId	Primary Key.
Topic	TopicId	Topic covered by the sub-theme.
Name	DisplayName	Display name for both agents and administration.
Description	Description	Description for administrator.
Order	Rank	The order in which subtopics are to be offered.
Default item	DefaultItem	Indication that the item should be selected by default when choosing a theme.
Display Name	ShowDisplayName	Indicates whether to display the DisplayName section on the form
Display HTML zónu	ShowBodyHtml	Indicates whether to display the BodyHtml section in the form.
Display form	FormScenarioId	The scenario used for the FormData case for a given subtopic. It takes precedence over the theme setting. NULL means no default additional data.
Display DQ zone	DataQueryId	DQ for the grid to be displayed for the given Theme / Subtopic in the case editor. NULL means no grid. The Grid has the RecordId parameter.
Glyph	Glyph	Glyph icon (CSS class) used in ReactClient, eg GI or FA.

Next   Previous