Wiki source code of Tickets verwalten

Last modified by Sabrina V. on 2026/08/07 11:51
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1 {{aagon.priorisierung}}
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3 {{/aagon.priorisierung}}
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5 {{aagon.floatingbox/}}
6
7 The Administration section is designed to manage Queries related to your tickets. Here, you can create, edit, and execute new Queries. This allows you to view your tickets based on specific criteria and, from within the Query, edit, forward, or add them to the Knowledge Base.
8
9 {{figure}}
10 [[image:68_Helpdesk_TicketManagement_Verwaltung_1280.png||alt="7.2.2 - Uebersicht" data-xwiki-image-style-alignment="center"]]
11
12 {{figureCaption}}
13 Ticket Management
14 {{/figureCaption}}
15 {{/figure}}
16
17
18 Queries that are already integrated include:
19
20 |(% style="width:271px" %)**Query**|(% style="width:1448px" %)** Description**
21 |(% style="width:271px" %)Software tickets|(% style="width:1448px" %)(((
22 Lists all tickets that have been assigned to the //Software// category.
23 )))
24 |(% style="width:271px" %)Added recently|(% style="width:1448px" %)(((
25 Lists all recently modified tickets.
26 )))
27 |(% style="width:271px" %)Updated recently|(% style="width:1448px" %)(((
28 Lists all updated tickets.
29 )))
30 |(% style="width:271px" %)All tickets|(% style="width:1448px" %)Lists all existing tickets.
31 |(% style="width:271px" %)All open tickets|(% style="width:1448px" %)(((
32 Lists all unprocessed tickets.
33 )))
34 |(% style="width:271px" %)Tickets assigned to me|(% style="width:1448px" %)Lists all tickets assigned to you.
35 |(% style="width:271px" %)Tickets with attachement|(% style="width:1448px" %)Lists all tickets that have attachments.
36 |(% style="width:271px" %)Tickets with no assignee|(% style="width:1448px" %)(((
37 Lists tickets that do not have an assignee. These types of tickets are generated automatically from emails. See [[Email>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HEmail"]] for more information.
38 )))
39 |(% style="width:271px" %)Escalated tickets|(% style="width:1448px" %)Lists all tickets that have reached an escalation level.
40 |(% style="width:271px" %)Tickets associated with an escalation|(% style="width:1448px" %)Lists all tickets that have an active escalation definition (see [[Escalations>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HEscalations"]]) and could potentially be affected at some point.
41
42 The following Queries are also available in the Query Management section of Client Management:
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44 |(% style="width:228px" %)**Query**|(% style="width:1136px" %)**Description**
45 |(% style="width:228px" %)All open tickets|(% style="width:1136px" %)Lists all unprocessed tickets.
46 |(% style="width:228px" %)All open tickets|(% style="width:1136px" %)Lists all unprocecessed tickets with the assigned user
47 |(% style="width:228px" %)Contacts with identical|(% style="width:1136px" %)Lists all Helpdesk contacts who have the same email address
48 |(% style="width:228px" %)Escalated tickets|(% style="width:1136px" %)Lists all tickets that have reached an escalation level
49 |(% style="width:228px" %)Tickets with no assignee|(% style="width:1136px" %)Lists tickets that do not have an assignee. Such tickets are generated automatically from emails only. See [[Email>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HEmail"]] for more information.
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51 Escalated tickets are highlighted in color in Queries.
52
53 = Commands in the ribbon bar =
54
55 |**Command**|**Description**
56 |(((
57 [[image:XWiki.Images.WebHome@save_zoom50.png||alt="save" data-xwiki-image-style-alignment="center" height="32" width="32"]]
58 )))|(((
59 Whenever you make changes to folders or queries, you must save those changes. To do so, click the Save icon.
60 )))
61 |(((
62 [[image:XWiki.Images.WebHome@query_execute_zoom50.png||alt="Query_Execute" data-xwiki-image-style-alignment="center" height="32" width="32"]]
63 )))|(((
64 Execute the selected query.
65 )))
66 |(((
67 [[image:XWiki.Images.WebHome@query_new_zoom50.png||alt="Query_New" data-xwiki-image-style-alignment="center" height="32" width="32"]]
68 )))|(((
69 If you want to create a new query, click the Add Query icon. For more info, see the section [[Creating Queries>>doc:ACMP.610.ACMP-Solutions.Client-Management.Abfrageverwaltung.Abfragen erstellen.WebHome]].
70 )))
71 |(((
72 [[image:XWiki.Images.WebHome@query_delete_zoom50.png||alt="Query_Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]
73 )))|(((
74 To delete a query, select it and click the Delete Query icon. Confirm the security prompt, and the query will be deleted.
75 )))
76 |(((
77 [[image:XWiki.Images.WebHome@query_rename_zoom50.png||alt="Query_Rename" data-xwiki-image-style-alignment="center" height="32" width="32"]]
78 )))|(((
79 If you want to rename an existing query, click the icon.
80 )))
81 |(((
82 [[image:XWiki.Images.WebHome@ticket_add_zoom50.png||alt="Ticket_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
83 )))|(((
84 To create a new ticket, click the corresponding icon. For more detailed information, see the section [[Working with Tickets>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Umgang mit Tickets.WebHome]].
85 )))
86 |(((
87 [[image:XWiki.Images.WebHome@ticket_goto_zoom50.png||alt="Ticket_GoTo" data-xwiki-image-style-alignment="center" height="32" width="32"]]
88 )))|(((
89 Open the search bar above the Queries. The search is designed so that results matching the entered search term are displayed dynamically.
90 )))
91 |(((
92 [[image:XWiki.Images.WebHome@folder_add_zoom50.png||alt="Folder_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
93 )))|(((
94 To add a folder, click the left icon. First, select a folder in which the new folder will be created. A window will open where you can enter the name of the new folder. If you do not want the new folder to be a subfolder, select the option //Create folder at the root level// and click //Next//. In the second step, you can assign any icon to the folder. Using the icons in the top bar, you also have the option to use your own icons, rename existing icons, or delete them.
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96 The supported formats for custom icons are *.bmp and *.ico files. The icons should not exceed 16x16 pixels in size; otherwise, only a correspondingly sized portion of the original file will be used. The new icon will be integrated into ACMP. Close the window by clicking //Done//.
97 )))
98 |(((
99 [[image:XWiki.Images.WebHome@folder_edit_zoom50.png||alt="Folder_Edit" data-xwiki-image-style-alignment="center" height="32" width="32"]]
100 )))|(((
101 If you want to rename a folder, for example, click the “Edit Folder” icon. The same window that appears when adding folders will open. The existing data is already entered and can be changed as desired.
102 )))
103 |(((
104 [[image:XWiki.Images.WebHome@folder_delete_zoom50.png||alt="Folder_Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]
105 )))|(((
106 Click the “Delete Folder” icon to delete the previously selected folder, including its content. Confirm the security prompt to proceed.
107 )))
108 |(((
109 [[image:XWiki.Images.WebHome@import_zoom50.png||alt="Import" data-xwiki-image-style-alignment="center" height="32" width="32"]]
110 )))|(((
111 This option allows you to import exported query files (qex4). To do this, you must first select the folder into which the query is to be imported. You can also access the import function via the context menu.
112 )))
113 |(((
114 [[image:XWiki.Images.WebHome@folder_import_zoom50.png||alt="Folder_Import" data-xwiki-image-style-alignment="center" height="32" width="32"]]
115 )))|(((
116 If you want to import a folder as a subfolder, first select the folder into which the new folder is to be imported. If this folder was previously exported, it contains a fex4 file in which the individual settings of the exported folder are stored. You can also access the folder import via the context menu.
117
118 {{aagon.infobox}}
119 Please note that the imported folder must not have the same name as an existing folder at the same level. If you rename the folder, you must also rename the fex4 file.
120 {{/aagon.infobox}}
121 )))
122 |(((
123 [[image:XWiki.Images.WebHome@export_zoom50.png||alt="Export" data-xwiki-image-style-alignment="center" height="32" width="32"]]
124 )))|(((
125 You can export individual Queries or full folder structures. Individual Queries are saved as qex4 files. Once you have exported a folder, a fex4 file will be located inside the folder. This file serves as a configuration file in which the folder’s individual settings (e.g., the icon) are stored. You can also access the export option via the context menu.
126 )))
127 | |(((
128 If you know the ID of a specific ticket, you can enter that ID directly into the input field on the quick-select bar. This will open the corresponding ticket immediately.
129 )))
130
131
132
133 = Creating Queries =
134
135 To create a query, select the folder in the administration interface where you want to create the query. Then click the “Add Query” icon.
136
137 In the first step, specify the query name and description; in the second step, you can define the fields to be displayed. To do this, use drag-and-drop to move the fields from the left column to the right pane. By default, the ticket ID and subject are already inserted. Use the Sorting box to set the sort order for the fields: ascending or descending.
138
139 (% style="text-align:center" %)
140 [[image:XWiki.Images.WebHome@hmfile_hash_165c8695.png||alt="Filter für Abfrage erstellen" height="578" width="805"]]
141 Create a Filter for a Query
142
143 Now, in the third step, you can define various filters. To do this, use drag-and-drop to move a filter from the left side to the right side, onto the OR, AND, or NOT condition. You can also nest conditions so that a condition is created, for example, following the pattern X OR (Y AND Z). For example, if you drag a condition onto an existing AND condition, these two conditions are combined into a compound AND relation. If you then define another AND condition, it is placed in an OR context with the existing AND condition. For a detailed description of the different filter types, see [[Creating a new Query>>doc:ACMP.610.ACMP-Solutions.Client-Management.Abfrageverwaltung.Abfragen erstellen.WebHome]].
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145 {{aagon.infobox}}
146 When using the “Total Time Tracking” filter, be sure to enter the time in minutes.
147 {{/aagon.infobox}}
148
149 (% style="text-align:center" %)
150 [[image:XWiki.Images.WebHome@hmfile_hash_1d6c6c72.png||alt="Zugriffsberechtiungen festlegen" height="578" width="805"]]
151 Set Access Permissions
152
153 In the second-to-last step, you can use the Security settings to specify which user or group has certain rights for this query. The available rights are Edit, Execute, and View. The Execute right also includes the ability to view the results. View determines the visibility of the query: it determines whether the query is visible at all or is hidden.
154
155 The available permission options are Allow (green checkmark), Deny (red circle), and Neutral (empty box). The “Deny” setting takes precedence. For example, if you deny a group the “Execution” permission but explicitly grant it to a user within that group, that user will still be unable to execute the Query.
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157 A neutral right is always based on other assigned rights. For example, if a user is permitted to do something through a group and you grant them a neutral right, they have received that right through the group. This is helpful when a user belongs to multiple groups and it becomes difficult to keep track of the various group rights.
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159 Using the Add and Remove buttons, you can insert existing groups and users and then grant or revoke rights for them.
160
161 Additionally, in the final step, you can select a query icon. Using the icons in the top bar, you also have the option to use your own icons, rename existing icons, or delete them. The supported formats for custom icons are *.bmp and *.ico files. The icons should not exceed 16x16 pixels in size; otherwise, only a correspondingly sized portion of the original file will be used. The new icon will be integrated into ACMP.
162
163 Now click Done to save your query.
164
165 = Execute Queries =
166
167 To locate tickets in the system, you can use the Queries mentioned earlier in the administration section. Double-click to execute a query. Escalated tickets are highlighted in color in the results. The color corresponds to the escalation level (ranging from dark green to dark red).
168
169 {{figure}}
170 [[image:68_Helpdesk_TicketManagement_Dashboard_1366.png||alt="63_Helpdesk_TicketManagement_Dashboard_1366.png" data-xwiki-image-style-alignment="center"]]
171
172 {{figureCaption}}
173 Browse tickets
174 {{/figureCaption}}
175 {{/figure}}
176
177 These queries are similar to those found in the Query Management interface. However, each ticket here has an icon that indicates its status to the user. These icons show whether a ticket has already been read by the current user or whether it has been edited by another user - for example, by adding a comment:
178
179 |(% style="width:53px" %)(((
180 [[image:XWiki.Images.WebHome@new.png||alt="New" data-xwiki-image-style-alignment="center" height="32" width="32"]]
181 )))|(% style="width:989px" %)The current user has not yet read this ticket (the message is unread).
182 |(% style="width:53px" %)(((
183 [[image:XWiki.Images.WebHome@ticket_modified.png||alt="Ticket_Modified" height="32" width="32"]]
184 )))|(% style="width:989px" %)The current user has already read this ticket, but it has been updated by another user - for example, by adding a comment.
185 |(% style="width:53px" %)(((
186 [[image:XWiki.Images.WebHome@resubmission.png||alt="Resubmission" height="32" width="32"]]
187 )))|(% style="width:989px" %)This ticket is scheduled for resubmission.
188 |(% style="width:53px" %)(((
189 [[image:XWiki.Images.WebHome@resubmission_duereached.png||alt="Resubmission_DueReached" height="32" width="32"]]
190 )))|(% style="width:989px" %)This ticket has reached the resubmission stage.
191
192 You can right-click to mark tickets as read or unread. To apply this to multiple tickets, check the corresponding checkboxes. Status changes are saved individually for each user and therefore do not affect other users’ views.
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194 When tickets are displayed, you can open them in a new tab by double-clicking. The ticket opens in non-edit mode (see [[the saved Ticket>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Umgang mit Tickets.WebHome||anchor="HSavedTickets"]]). To learn how to edit tickets, see the section [[Editing tickets>>doc:||anchor="HEditTickets"]].
195
196 Using the search function, you can find specific tickets directly within the displayed Query Result. Only the following fields are taken into account:
197
198 * Title
199 * Description
200 * Comment
201 * Keywords
202
203 If you want to find all tickets in the ACMP Database, you can do so using the advanced search options. Here, too, only the Title, Description, Comment, and Keywords fields are taken into account.
204
205 {{figure}}
206 [[image:Ticket-Abfrage_Erweiterte Suche.png||alt="Erweiterte Suche in einer Ticket-Abfrage" data-xwiki-image-style-alignment="center"]]
207
208 {{figureCaption}}
209 Advanced Search in a Ticket Query
210 {{/figureCaption}}
211 {{/figure}}
212
213 = Edit Tickets =
214
215 Once created, tickets can still be edited and modified. To do this, you can either open the tickets directly by ticket number using the Quick Search in the ribbon bar, or execute a Query that will display a list of tickets that match the query criteria.
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217 From the Query results, you can select one or more tickets and then have two options for editing: You can either open the selected tickets individually or edit them all at once using the Quick Edit feature.
218
219 == Editing Tickets Individually ==
220
221 If you’ve opened a ticket via the Quick Search or by double-clicking it in a Query, click the //Edit// button on the ribbon bar to unlock the ticket. You can now edit all fields and make the desired changes.
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223 Once you have made all your changes, click the //Save// button on the ribbon bar. Clicking the //Cancel// button discards all changes, and the fields revert to their previous values.
224
225 [[Editing tickets>>image:Ticket bearbeiten.png||alt="Ticket bearbeiten"]]
226
227 == Quickly Edit One or More Tickets ==
228
229 In addition to editing individual tickets in detail, there is a second option: //Quick Edit//. This function allows you to make the same change (bulk change) to one or more tickets without having to open each ticket individually. However, you cannot change all standard fields this way. The following standard fields can be changed using Quick Edit:
230
231 * Editor
232 * Category
233 * Business Impact
234 * Priority
235 * Status
236 * Solution
237 * Comment
238
239 In addition to the standard fields, you can also customize custom fields that you have created yourself using Quick Edit. You can find these fields in the Ticket Fields tab.
240
241
242 [[Quickly Edit One or More Tickets>>image:Schnelles Bearbeiten_Mehrere Tickets.png||alt="Schnelles Bearbeiten von einem oder mehreren Tickets"]]
243
244
245
246 ​
247
248 === Make the Same Changes to Multiple Tickets ===
249
250 1. After executing a Query, select all the tickets in the ticket list to which you want to apply the same change.
251 1. Click the //Quick Edit// button on the ribbon bar.
252 1. In the dialog box that opens, select the tab for the fields you want to edit.{{aagon.infobox}}In the Ticket Values tab, you can customize the default fields, while in the Ticket Fields tab, you can customize the user-defined ticket fields.{{/aagon.infobox}}
253 1. Enable the checkboxes next to the fields you want to edit.
254 1. Change the values of the corresponding fields. If the field value is already identical for all selected tickets, that value will be displayed.
255 1. Click the //Save// button to apply the changes you’ve made.
256
257 All selected tickets have now been changed according to your settings.
258
259 = Editing Queries =
260
261 To edit a query, it must first be executed.
262
263 {{figure}}
264 [[image:68_Helpdesk_TicketManagement_Abfrage_1057.png||alt="63_Helpdesk_TicketManagement_Abfrage_1057.png" data-xwiki-image-style-alignment="center"]]
265
266 {{figureCaption}}
267 Customize Query
268 {{/figureCaption}}
269 {{/figure}}
270
271
272 You will now see five horizontal tabs. The first tab displays the query results, while the other four tabs represent the query settings. Here, you can make changes to the query. This query data is identical to what you are already familiar with from the [[Creating Queries>>doc:||anchor="HCreatingQueries"]] section. Remember to save your changes. You can then refresh your query using the Refresh icon or the F5 key.
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