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Changes for page Tickets verwalten

Last modified by Sabrina V. on 2026/10/06 12:50
From version 3.1
edited by Sabrina V.
on 2026/08/07 11:51
Change comment: There is no comment for this version
To version 4.1
edited by Sabrina V.
on 2026/10/06 12:50
Change comment: There is no comment for this version

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Content
... ... @@ -7,7 +7,7 @@
7 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 8  
9 9  {{figure}}
10 -[[image:68_Helpdesk_TicketManagement_Verwaltung_1280.png||alt="7.2.2 - Uebersicht" data-xwiki-image-style-alignment="center"]]
10 +[[image:68_Helpdesk_TicketManagement_Verwaltung_1280.png||alt="7.2.2 - Uebersicht" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
11 11  
12 12  {{figureCaption}}
13 13  Ticket Management
... ... @@ -54,64 +54,64 @@
54 54  
55 55  |**Command**|**Description**
56 56  |(((
57 -[[image:XWiki.Images.WebHome@save_zoom50.png||alt="save" data-xwiki-image-style-alignment="center" height="32" width="32"]]
57 +[[image:XWiki.Images.WebHome@save_zoom50.png||alt="save" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
58 58  )))|(((
59 59  Whenever you make changes to folders or queries, you must save those changes. To do so, click the Save icon.
60 60  )))
61 61  |(((
62 -[[image:XWiki.Images.WebHome@query_execute_zoom50.png||alt="Query_Execute" data-xwiki-image-style-alignment="center" height="32" width="32"]]
62 +[[image:XWiki.Images.WebHome@query_execute_zoom50.png||alt="Query_Execute" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
63 63  )))|(((
64 64  Execute the selected query.
65 65  )))
66 66  |(((
67 -[[image:XWiki.Images.WebHome@query_new_zoom50.png||alt="Query_New" data-xwiki-image-style-alignment="center" height="32" width="32"]]
67 +[[image:XWiki.Images.WebHome@query_new_zoom50.png||alt="Query_New" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
68 68  )))|(((
69 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 70  )))
71 71  |(((
72 -[[image:XWiki.Images.WebHome@query_delete_zoom50.png||alt="Query_Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]
72 +[[image:XWiki.Images.WebHome@query_delete_zoom50.png||alt="Query_Delete" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
73 73  )))|(((
74 74  To delete a query, select it and click the Delete Query icon. Confirm the security prompt, and the query will be deleted.
75 75  )))
76 76  |(((
77 -[[image:XWiki.Images.WebHome@query_rename_zoom50.png||alt="Query_Rename" data-xwiki-image-style-alignment="center" height="32" width="32"]]
77 +[[image:XWiki.Images.WebHome@query_rename_zoom50.png||alt="Query_Rename" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
78 78  )))|(((
79 79  If you want to rename an existing query, click the icon.
80 80  )))
81 81  |(((
82 -[[image:XWiki.Images.WebHome@ticket_add_zoom50.png||alt="Ticket_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
82 +[[image:XWiki.Images.WebHome@ticket_add_zoom50.png||alt="Ticket_Add" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
83 83  )))|(((
84 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 85  )))
86 86  |(((
87 -[[image:XWiki.Images.WebHome@ticket_goto_zoom50.png||alt="Ticket_GoTo" data-xwiki-image-style-alignment="center" height="32" width="32"]]
87 +[[image:XWiki.Images.WebHome@ticket_goto_zoom50.png||alt="Ticket_GoTo" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
88 88  )))|(((
89 89  Open the search bar above the Queries. The search is designed so that results matching the entered search term are displayed dynamically.
90 90  )))
91 91  |(((
92 -[[image:XWiki.Images.WebHome@folder_add_zoom50.png||alt="Folder_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
92 +[[image:XWiki.Images.WebHome@folder_add_zoom50.png||alt="Folder_Add" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
93 93  )))|(((
94 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.
95 95  
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//.
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 97  )))
98 98  |(((
99 -[[image:XWiki.Images.WebHome@folder_edit_zoom50.png||alt="Folder_Edit" data-xwiki-image-style-alignment="center" height="32" width="32"]]
99 +[[image:XWiki.Images.WebHome@folder_edit_zoom50.png||alt="Folder_Edit" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
100 100  )))|(((
101 101  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.
102 102  )))
103 103  |(((
104 -[[image:XWiki.Images.WebHome@folder_delete_zoom50.png||alt="Folder_Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]
104 +[[image:XWiki.Images.WebHome@folder_delete_zoom50.png||alt="Folder_Delete" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
105 105  )))|(((
106 106  Click the “Delete Folder” icon to delete the previously selected folder, including its content. Confirm the security prompt to proceed.
107 107  )))
108 108  |(((
109 -[[image:XWiki.Images.WebHome@import_zoom50.png||alt="Import" data-xwiki-image-style-alignment="center" height="32" width="32"]]
109 +[[image:XWiki.Images.WebHome@import_zoom50.png||alt="Import" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
110 110  )))|(((
111 111  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.
112 112  )))
113 113  |(((
114 -[[image:XWiki.Images.WebHome@folder_import_zoom50.png||alt="Folder_Import" data-xwiki-image-style-alignment="center" height="32" width="32"]]
114 +[[image:XWiki.Images.WebHome@folder_import_zoom50.png||alt="Folder_Import" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
115 115  )))|(((
116 116  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.
117 117  
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120 120  {{/aagon.infobox}}
121 121  )))
122 122  |(((
123 -[[image:XWiki.Images.WebHome@export_zoom50.png||alt="Export" data-xwiki-image-style-alignment="center" height="32" width="32"]]
123 +[[image:XWiki.Images.WebHome@export_zoom50.png||alt="Export" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
124 124  )))|(((
125 125  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.
126 126  )))
... ... @@ -137,7 +137,7 @@
137 137  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.
138 138  
139 139  (% style="text-align:center" %)
140 -[[image:XWiki.Images.WebHome@hmfile_hash_165c8695.png||alt="Filter für Abfrage erstellen" height="578" width="805"]]
140 +[[image:XWiki.Images.WebHome@hmfile_hash_165c8695.png||alt="Filter für Abfrage erstellen" data-cmp-info="10" height="578" width="805"]]
141 141  Create a Filter for a Query
142 142  
143 143  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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147 147  {{/aagon.infobox}}
148 148  
149 149  (% style="text-align:center" %)
150 -[[image:XWiki.Images.WebHome@hmfile_hash_1d6c6c72.png||alt="Zugriffsberechtiungen festlegen" height="578" width="805"]]
150 +[[image:XWiki.Images.WebHome@hmfile_hash_1d6c6c72.png||alt="Zugriffsberechtiungen festlegen" data-cmp-info="10" height="578" width="805"]]
151 151  Set Access Permissions
152 152  
153 153  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.
... ... @@ -158,7 +158,7 @@
158 158  
159 159  Using the Add and Remove buttons, you can insert existing groups and users and then grant or revoke rights for them.
160 160  
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.
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.
162 162  
163 163  Now click Done to save your query.
164 164  
... ... @@ -167,7 +167,7 @@
167 167  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).
168 168  
169 169  {{figure}}
170 -[[image:68_Helpdesk_TicketManagement_Dashboard_1366.png||alt="63_Helpdesk_TicketManagement_Dashboard_1366.png" data-xwiki-image-style-alignment="center"]]
170 +[[image:68_Helpdesk_TicketManagement_Dashboard_1366.png||alt="63_Helpdesk_TicketManagement_Dashboard_1366.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
171 171  
172 172  {{figureCaption}}
173 173  Browse tickets
... ... @@ -177,16 +177,16 @@
177 177  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:
178 178  
179 179  |(% style="width:53px" %)(((
180 -[[image:XWiki.Images.WebHome@new.png||alt="New" data-xwiki-image-style-alignment="center" height="32" width="32"]]
180 +[[image:XWiki.Images.WebHome@new.png||alt="New" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
181 181  )))|(% style="width:989px" %)The current user has not yet read this ticket (the message is unread).
182 182  |(% style="width:53px" %)(((
183 -[[image:XWiki.Images.WebHome@ticket_modified.png||alt="Ticket_Modified" height="32" width="32"]]
183 +[[image:XWiki.Images.WebHome@ticket_modified.png||alt="Ticket_Modified" data-cmp-info="10" height="32" width="32"]]
184 184  )))|(% 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.
185 185  |(% style="width:53px" %)(((
186 -[[image:XWiki.Images.WebHome@resubmission.png||alt="Resubmission" height="32" width="32"]]
186 +[[image:XWiki.Images.WebHome@resubmission.png||alt="Resubmission" data-cmp-info="10" height="32" width="32"]]
187 187  )))|(% style="width:989px" %)This ticket is scheduled for resubmission.
188 188  |(% style="width:53px" %)(((
189 -[[image:XWiki.Images.WebHome@resubmission_duereached.png||alt="Resubmission_DueReached" height="32" width="32"]]
189 +[[image:XWiki.Images.WebHome@resubmission_duereached.png||alt="Resubmission_DueReached" data-cmp-info="10" height="32" width="32"]]
190 190  )))|(% style="width:989px" %)This ticket has reached the resubmission stage.
191 191  
192 192  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.
... ... @@ -200,10 +200,10 @@
200 200  * Comment
201 201  * Keywords
202 202  
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.
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.
204 204  
205 205  {{figure}}
206 -[[image:Ticket-Abfrage_Erweiterte Suche.png||alt="Erweiterte Suche in einer Ticket-Abfrage" data-xwiki-image-style-alignment="center"]]
206 +[[image:Ticket-Abfrage_Erweiterte Suche.png||alt="Erweiterte Suche in einer Ticket-Abfrage" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
207 207  
208 208  {{figureCaption}}
209 209  Advanced Search in a Ticket Query
... ... @@ -222,7 +222,7 @@
222 222  
223 223  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.
224 224  
225 -[[Editing tickets>>image:Ticket bearbeiten.png||alt="Ticket bearbeiten"]]
225 +[[Editing tickets>>image:Ticket bearbeiten.png||alt="Ticket bearbeiten" data-cmp-info="10"]]
226 226  
227 227  == Quickly Edit One or More Tickets ==
228 228  
... ... @@ -239,7 +239,7 @@
239 239  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.
240 240  
241 241  
242 -[[Quickly Edit One or More Tickets>>image:Schnelles Bearbeiten_Mehrere Tickets.png||alt="Schnelles Bearbeiten von einem oder mehreren Tickets"]]
242 +[[Quickly Edit One or More Tickets>>image:Schnelles Bearbeiten_Mehrere Tickets.png||alt="Schnelles Bearbeiten von einem oder mehreren Tickets" data-cmp-info="10"]]
243 243  
244 244  
245 245  
... ... @@ -261,7 +261,7 @@
261 261  To edit a query, it must first be executed.
262 262  
263 263  {{figure}}
264 -[[image:68_Helpdesk_TicketManagement_Abfrage_1057.png||alt="63_Helpdesk_TicketManagement_Abfrage_1057.png" data-xwiki-image-style-alignment="center"]]
264 +[[image:68_Helpdesk_TicketManagement_Abfrage_1057.png||alt="63_Helpdesk_TicketManagement_Abfrage_1057.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
265 265  
266 266  {{figureCaption}}
267 267  Customize Query
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