Wiki source code of Ticket Management

Last modified by Sabrina V. on 2026/08/07 11:48
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1 {{aagon.priorisierung}}
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3 {{/aagon.priorisierung}}
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5 {{aagon.floatingbox/}}
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7 Ticket Management is divided into two tabs: Home and Administration.
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9 The Home tab provides an overview of your tickets. This is a [[Dashboard>>doc:ACMP.610.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Dashboards.WebHome]] that you can customize to your needs, configure individually, and use to display, for example, unassigned tickets. You can also view the categories/types in which the tickets were created.
10 The [[Administration>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Tickets verwalten.WebHome]] tab allows you to manage [[ticket templates>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Ticket-Vorlagen.WebHome]] and create templates for problems with recurrence.
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12 {{figure}}
13 [[image:68_Ticket Management_Übersicht_1875.png||alt="7.2.2.2 - Abfrage" data-xwiki-image-style-alignment="center"]]
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15 {{figureCaption}}
16 Ticket Management
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18 {{/figure}}
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21 On the home page, for example, you can explicitly use functions related to tickets:
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23 |(((
24 [[image:XWiki.Images.WebHome@ticket_add.png||alt="Ticket_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
25 )))|(((
26 Opens the template to create a new ticket
27 )))
28 |(((
29 [[image:XWiki.Images.WebHome@ticket_goto.png||alt="Ticket_GoTo" data-xwiki-image-style-alignment="center" height="32" width="32"]]
30 )))|(((
31 Opens the ticket with the number specified in the input fields
32 )))
33 |(((
34 [[image:XWiki.Images.WebHome@dashboard_manage.png||alt="DashBoard_Manage" data-xwiki-image-style-alignment="center" height="32" width="32"]]
35 )))|(((
36 Opens the [[Layout Designer>>doc:ACMP.610.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Dashboards.WebHome||anchor="HCustomiselayout"]].
37 )))
38 |(((
39 [[image:XWiki.Images.WebHome@window-erase.png||alt="window-erase" data-xwiki-image-style-alignment="center" height="32" width="32"]]
40 )))|(((
41 This resets the layout of the home page to its default state
42 )))
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44 Tickets are highlighted differently depending on their type and [[escalation>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HEscalations"]]:
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46 |(% style="width:104px" %)(((
47 [[image:XWiki.Images.WebHome@new.png||alt="New" data-xwiki-image-style-alignment="center" height="32" width="32"]]
48 )))|(% style="width:1259px" %)
49 The current user has not yet read this ticket
50 |(% style="width:104px" %)(((
51 [[image:XWiki.Images.WebHome@ticket_modified.png||alt="Ticket_Modified" data-xwiki-image-style-alignment="center" height="32" width="32"]]
52 )))|(% style="width:1259px" %)
53 The current user has already read this ticket, but it has been updated by another user - for example, by adding a comment.
54 |(% style="width:104px" %)(((
55 [[image:XWiki.Images.WebHome@resubmission.png||alt="Resubmission" data-xwiki-image-style-alignment="center" height="32" width="32"]]
56 )))|(% style="width:1259px" %)
57 This ticket is due for resubmission.
58 |(% style="width:104px" %)(((
59 [[image:XWiki.Images.WebHome@resubmission_duereached.png||alt="Resubmission_DueReached" data-xwiki-image-style-alignment="center" height="32" width="32"]]
60 )))|(% style="width:1259px" %)
61 For a ticket with this icon, the resubmission deadline has been reached.
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63 In addition to the various types of escalation, there are also different escalation levels:
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65 |(% style="width:61px" %)(((
66 [[image:ticketescalationlevel_1_zoom50.png||alt="TicketEscalationLevel_1" data-xwiki-image-style-alignment="center" height="16" width="16"]]
67 )))|(% style="width:1303px" %)
68 escalation level 1
69 |(% style="width:61px" %)(((
70 [[image:ticketescalationlevel_2_zoom50.png||alt="TicketEscalationLevel_2" data-xwiki-image-style-alignment="center" height="16" width="16"]]
71 )))|(% style="width:1303px" %)
72 escalation level 2
73 |(% style="width:61px" %)(((
74 [[image:ticketescalationlevel_3_zoom50.png||alt="TicketEscalationLevel_3" data-xwiki-image-style-alignment="center" height="16" width="16"]]
75 )))|(% style="width:1303px" %)
76 escalation level 3
77 |(% style="width:61px" %)(((
78 [[image:ticketescalationlevel_4_zoom50.png||alt="TicketEscalationLevel_4" data-xwiki-image-style-alignment="center" height="16" width="16"]]
79 )))|(% style="width:1303px" %)
80 escalation level 4
81 |(% style="width:61px" %)(((
82 [[image:ticketescalationlevel_5_zoom50.png||alt="TicketEscalationLevel_5" data-xwiki-image-style-alignment="center" height="16" width="16"]]
83 )))|(% style="width:1303px" %)
84 escalation level 5
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86 (% class="wikigeneratedid" %)
87 On the Administration tab, you can also [[manage templates>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Tickets verwalten.WebHome]] or create tickets.
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89 = Create a new ticket =
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91 To create a new ticket, click Add. For more detailed info, see the section [[Working with tickets>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Umgang mit Tickets.WebHome]]. You can also create tickets using [[templates>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Ticket-Vorlagen.WebHome]].
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95 = Select a Query for the Home Page =
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97 To place your personal Queries on the home page, click the icon in the quick-select bar or the button directly on the home page. The button is only visible if you haven’t added a query to the home page yet.
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99 A window will now open; on the left side, you’ll find a list of all Queries in their respective categories. The right side is divided into three sections. This layout represents how the home page will be organized if you fill all three fields with a Query.
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101 To place a query on your home page, drag and drop it from the left side onto the appropriate field. You can fill up to three fields this way. When you place a query, the query’s name appears with a button below it. This button allows you to remove the query from the home page.
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103 Click //OK// to close this window. The queries will now appear immediately on your home page and provide you with the desired info.
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105 = Open Ticket =
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107 If you know the ID of a specific ticket, you can enter this ID directly into the input field of the quick-select bar. This will open the corresponding ticket directly.
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109 = Full-Text Search =
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111 To use the full-text search across tickets, the full-text search feature must be installed and enabled on the SQL Server. To ensure this, an SQL script is now executed during ACMP patches to verify the presence of SQL Server full-text search.
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113 The entered search term is customized after a successful check. Existing spaces are replaced with “ AND ”. If the search term already contains an ‘AND’ or “OR”, the search term is not customized.
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115 {{aagon.infobox}}
116 Please note that for the full-text search to function properly, you must have set the correct search language on the SQL Server. If you use stop words, definite articles (“der,” “die,” and “das”), or indefinite articles (‘ein’ and “eine”) in a search, the entire search will be discarded and you will receive an empty search result.
117 {{/aagon.infobox}}
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