Components installed with additional plugins for Customer Service Management › Reference › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Components installed with OpenFrame

Several types of components are installed with OpenFrame.

Tables installed with OpenFrame

Tables are added with activation of OpenFrame.

Table	Description
Phone Log\[sn\_openframe\_phone\_log\]	A log of the incoming and outgoing phone calls. This table can be used to log any phone call made or received.
OpenFrame Configuration\[sn\_openframe\_configuration\]	Stores the OpenFrame configuration. This is the configuration used to load the OpenFrame in the TopFrame.

Roles installed with OpenFrame

The OpenFrame user role is automatically added when you activate OpenFrame.

Role	Description	Contains role
User\[sn\_openframe\_user\]	The OpenFrame user role.	None
Usersn\_openframe\_api\_user	The OpenFrame API user role	None

Script includes installed with OpenFrame

The OpenFrameAjaxUtility script include is added when you activate OpenFrame.

Script include	Description
OpenFrameAjaxUtility	OpenFrame AJAX utility class that provides functions to get the OpenFrame configuration and also to get and set the last opened frame location.

Business rules installed with OpenFrame

Some related business rules are added when you activate OpenFrame.

Business rule	Table	Description
Set Agent	Phone Log \[sn\_openframe\_phone\_log\]	Sets the agent in the Phone Log \[sn\_openframe\_phone\_log\] table as the current logged-in user if a phone call is logged without an agent.
One Default Configuration	OpenFrame Configuration\[sn\_openframe\_configuration\]	Checks that there’s only one default OpenFrame configuration. You can’t have two OpenFrame configurations if the default option is set to true.
Update Task Work Notes	Phone Log\[sn\_openframe\_phone\_log\]	Updates the work notes for a specific task whenever a phone call is logged for that task.

UI macros installed with OpenFrame

Related UI macros are added when you activate the OpenFrame plugin.

The UI macros added when you activate OpenFrame plugin are supported under the following conditions:

The doctype property is set to true and the device is not a tablet or mobile.
The web browser is Internet Explorer 10 or above.

As a system administrator, you can add the following UI macro scripts:

Script include	Description
show\_phone	This macro requires the activation of the OpenFrame plugin. By configuring this UI macro using the ref_contribution parameter, you can display a phone icon next to the sys_user reference field if the phone field in the sys_user record is populated with the user's contact number.
show\_phone\_customer\_service	This macro requires the activation of the Customer Service Management and the OpenFrame plugins. By configuring this UI macro using the ref_contribution parameter, you can display a phone icon next to the Contact customer_account reference field on the case form if the phone field in the Contact customer_account record is populated with the user's contact number.

Displaying the phone icon enables you to make calls using the click-to-call capability in the OpenFrame window. For more information on how to use OpenFrame, see OpenFrame overview.

Related topics

UI Macros