CSM 10.4 Documentation

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Define General Properties for a Business Object

Use the General page in the Business Object Properties window to define general properties for a Business Object.

For example:

Provide General Information for the Business Object

  1. Open the Business Object Properties window. For more information, see Open the Business Object Properties Window.
  2. Select the General page.
  3. Define the following general information for the Business Object:
    Option Description
    Name

    Enter a display name.

    Note: Ampersands (&) are not supported in Business Object names.
    Plural Name

    When you provide a display name, the plural name is automatically completed (an "s" is added to the end of the display name; you might need to edit this).

    The plural name is used when the Business Object is displayed in text that needs a plural form.

    Internal Name

    When you provide a display name, the internal name is automatically completed with the Business Object display name, but with spaces and punctuation removed.

    In most places in the interface, the display name is used; however, the internal name is used when accessing the Business Object using APIs.

    By default, the internal name is also used as the custom storage name on the Database page (except for Group Objects, which use the Group Leader's storage name). For information on the Database page, see Define Database Properties for a Business Object.

    Note:

    The storage name can be overridden in the database properties for a Business Object (for more information, see Define Database Properties for a Business Object).

    However, it must adhere to SQL Table naming conventions (example: Automatically be derived from the display name, not use invalid values such as spaces, and so on).

    (Optional) DescriptionProvide a description.

Define a Public ID for the Business Object

CSM uses a unique identifier (usually RecID) for each Business Object instance, but this is not user-friendly. A Public ID lets you define your own ID that is displayed to users. This is a single Field that best represents the Business Object (example: Incident ID for the Incident object, customer's full name for the customer object, and so on).

Important:
  • A Public ID is required for Major Business Objects.
  • Although it is not mandatory for Public IDs to have unique values, we recommend you complete Public ID fields with values that uniquely identify a single record within a Business Object. You can use a Counter to achieve this. For more information, see the Use Counter description below.

To define a Public ID for a Business Object:

  1. Select the Use Public ID check box to use a Public ID for the Business Object.
  2. Choose one of these options:

    • Use Existing Field

      In the drop-down, select a Field containing the value that best describes the Business Object (example: IncidentID for Incident or Full Name for Customer).

    • Create New Field

      Select New to create a new Public ID field, and then provide the following properties:

      Option Description
      Display NameEnter a display name for the field.
      Internal Name

      Enter an internal name for the field (what the system uses internally).

      This is automatically completed with the field name (without spaces and punctuation), but can be changed if needed.

      Field Size Use the up/down arrows to increase or decrease the number of characters the Field can hold. The default is 10.
      Use Counter

      Select to use a Counter in the Field. For more information, see About Counters.

      Then, select the Ellipses button to open the Counter Manager, where you can select an existing Counter or create a new Counter. For more information, see Create, Reset, or Change a Counter.

      Tip: You can create a new Counter if you want each new record to have a new and unique, ever-increasing Public ID.
    Note:

    Multi-tab browsing support in the CSM Browser Client and CSM Portal uses a unique tab display name, which allows users to easily identify on what they are working in each tab.

    Major Business Objects (Incident, Problem, and so on) use the Public ID field to complete the tab name. We recommend using a consistent Public ID naming convention to promote enhanced usability throughout the tabs.

  3. Select the Prefix with Business Object Name check box to display the Business Object name and the Public ID. This is useful if the Public ID is numeric (example: An Incident ID of 12345 is displayed as "Incident 12345" rather than just "12345").

    Note: When you define a Public ID, a window opens asking if you want to create an index. We recommend selecting Yes so the Public ID can be used in CSMsearches. For more information, see Searching .

Define Tracking Options

You can define tracking options to create fields to track information in the Business Object (example: Ownership, who created or last modified a record, creation and modification dates). If you clear one of the tracking check boxes, the selected track field is deleted from the Business Object.

Tracking options are:
Option Description
Track Creation

Track when records are created. Selecting this check box automatically adds the following Fields to the Business Object:

  • Created Date Time
  • Created By
  • Created By ID
Track Modified

Track when records are modified. Selecting this check box automatically adds the following Fields to the Business Object:

  • Last Mod Date Time
  • Last Mod By
  • Last Mod By ID
Track Owner

Track who owns a record. Selecting this check box automatically adds the following Fields to the Business Object:

  • Owned By
  • Owner ID

The initial record owner is the person who creates the record.

Track Team Owner

Track which Team owns a record. Selecting this check box automatically adds the following Fields to the Business Object:

  • Owned By Team
  • Owner Team ID
Track Delegate Select this check box to activate the delegation feature. When you select this check box and publish the Blueprint, the Business Object appears in the drop-down list of Business Objects you can assign delegates for when managing delegates. Any new instances of this Business Object that are created or edited will then check to see if the assignee has an active delegate. If there is an active delegate, the item is re-assigned to the specified delegate user. When a reassignment occurs, a Journal -History record is created stating [Business Object Name] hasbeen automatically reassigned to [Delegate Full Name] due to active delegation rule for [User Full Name]. This option is only available for Major and Supporting Business Objects. and not Lookup Objects. For more information, see Delegate Work.
Note: For more information about the Track Owner and Track Team Owner options, see Record Ownership.

Define Business Object Behaviors

You can set various behaviors, including where the Business Object is shown in CSM (example: In saved searches, One-Step Actions, expressions, and so on).

Option Description
Image

Select the image to open the Image Manager, and then select an existing image or import a new image to represent the item in the UI.

Uses Queues

(Major and Supporting Objects only) Select to allow users to add this Business Object to Queues.

For more information, see About Queues.

Show in Search Manager

(Major and Supporting Objects only) Select to allow saved searches to be associated with the Business Object.

The Business Object option is available in the Association drop-down list in the Search Manager.

Show in One-Step Actions

Select to allow One-Step Actions to be associated with the Business Object (for more information, see About One-Step Actions) and to define Actions and One-Step Actions for the Business Object (for more information, see Define Business Object Actions).

The Business Object option is available in the Association drop-down list in the One-Step Action Manager.

Show in Expression Manager

Select to allow Expressions to be associated with the Business Object. For more information, see Expressions.

The Business Object option is available in the Association drop-down list in the Expression Manager.

Show in Table Management

(Supporting and Lookup Objects only) Select to allow values to be provided for the Business Object via Table Management. By default, this is selected for Lookup Business Objects so that users can easily add new values.

For more information, see About Table Management.

Show in E-mail Address Book

Select to show the Business Object in the CSM Address Book > Show Names From drop-down list (for more information, see Select Email Recipients from the CSM Address Book).

Then, select the Field that holds the email address value (you might need to create this Field). Typically, this is used for Customer and UserInfo Objects.

Note: When first creating a Business Object, there is no appropriate Field to hold the email address. Consequently, you must create the field (for more information, see Create/Edit a Field) and then edit the Business Object to set this option.
Show in Contact Manager

Select to show the Business Object in the Contact Manager (in the Customer Type to Show drop-down list). Then, select the Field to use to alphabetize records.

This is selected by default for the customer Business Object / Group Members. Typically, it is only selected for other objects if they represent external customer data.

Show required field identifiers in labels

Select to display an asterisk (*) next to required field label controls in Forms. Enabled by default on new Business Objects.

Note:
  • Fields that are conditionally required for save will not show an asterisk in the Form Editor.
  • This functionality is not available for Related Item Picker fields.
Allow spell-checking Select to enable spell-checking for Fields in the Business Object. This checks for spelling errors in content that is provided in Business Object records. You can specify which Fields should be selected on a field-by-field basis.

Define Menu and Shortcut Keys

For Major Objects, you can define menus and shortcut keys.
Option Description
New RecordSelect a keyboard command to use as a shortcut to create a new Business Object record in CSM (example: CTRL+SHIFT+I creates a new Incident record).
Quick Search

Select a keyboard command that is used to change the Search Control to this object in the CSM Desktop Client Task Pane.

Set the focus to the Search Control so that the user can provide search terms to run a Quick Search of the Business Object. For more information, see About Quick Search .

Note:

To enable the Quick Search keyboard shortcut, you must select Show in Quick Search on the Search Results page.

When this shortcut key is used in CSM, the Quick Search selector automatically changes to the appropriate Object, and the cursor is placed in the Search Control ready for the user to provide a keyword to search.

Show on New Menu Select to show the New Record keyboard shortcut on the New menu on the CSM Desktop Client menu bar and toolbar.

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