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Changes for page Tickets verwalten

Last modified by Sabrina V. on 2026/10/06 12:50
From version 2.1
edited by Sabrina V.
on 2026/07/27 11:38
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

Summary

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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
... ... @@ -34,10 +34,10 @@
34 34  |(% style="width:271px" %)Tickets assigned to me|(% style="width:1448px" %)Lists all tickets assigned to you.
35 35  |(% style="width:271px" %)Tickets with attachement|(% style="width:1448px" %)Lists all tickets that have attachments.
36 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="HE-Mail"]] for more information.
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 38  )))
39 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="HEskalationen"]]) and could potentially be affected at some point.
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 41  
42 42  The following Queries are also available in the Query Management section of Client Management:
43 43  
... ... @@ -46,8 +46,7 @@
46 46  |(% style="width:228px" %)All open tickets|(% style="width:1136px" %)Lists all unprocecessed tickets with the assigned user
47 47  |(% style="width:228px" %)Contacts with identical|(% style="width:1136px" %)Lists all Helpdesk contacts who have the same email address
48 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
50 -[[Email>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HE-Mail"]] for more information.
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.
51 51  
52 52  Escalated tickets are highlighted in color in Queries.
53 53  
... ... @@ -55,64 +55,64 @@
55 55  
56 56  |**Command**|**Description**
57 57  |(((
58 -[[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"]]
59 59  )))|(((
60 60  Whenever you make changes to folders or queries, you must save those changes. To do so, click the Save icon.
61 61  )))
62 62  |(((
63 -[[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"]]
64 64  )))|(((
65 65  Execute the selected query.
66 66  )))
67 67  |(((
68 -[[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"]]
69 69  )))|(((
70 70  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]].
71 71  )))
72 72  |(((
73 -[[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"]]
74 74  )))|(((
75 75  To delete a query, select it and click the Delete Query icon. Confirm the security prompt, and the query will be deleted.
76 76  )))
77 77  |(((
78 -[[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"]]
79 79  )))|(((
80 80  If you want to rename an existing query, click the icon.
81 81  )))
82 82  |(((
83 -[[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"]]
84 84  )))|(((
85 85  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]].
86 86  )))
87 87  |(((
88 -[[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"]]
89 89  )))|(((
90 90  Open the search bar above the Queries. The search is designed so that results matching the entered search term are displayed dynamically.
91 91  )))
92 92  |(((
93 -[[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"]]
94 94  )))|(((
95 95  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.
96 96  
97 -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//.
98 98  )))
99 99  |(((
100 -[[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"]]
101 101  )))|(((
102 102  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.
103 103  )))
104 104  |(((
105 -[[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"]]
106 106  )))|(((
107 107  Click the “Delete Folder” icon to delete the previously selected folder, including its content. Confirm the security prompt to proceed.
108 108  )))
109 109  |(((
110 -[[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"]]
111 111  )))|(((
112 112  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.
113 113  )))
114 114  |(((
115 -[[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"]]
116 116  )))|(((
117 117  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.
118 118  
... ... @@ -121,7 +121,7 @@
121 121  {{/aagon.infobox}}
122 122  )))
123 123  |(((
124 -[[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"]]
125 125  )))|(((
126 126  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.
127 127  )))
... ... @@ -138,7 +138,7 @@
138 138  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.
139 139  
140 140  (% style="text-align:center" %)
141 -[[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"]]
142 142  Create a Filter for a Query
143 143  
144 144  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]].
... ... @@ -148,7 +148,7 @@
148 148  {{/aagon.infobox}}
149 149  
150 150  (% style="text-align:center" %)
151 -[[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"]]
152 152  Set Access Permissions
153 153  
154 154  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.
... ... @@ -159,7 +159,7 @@
159 159  
160 160  Using the Add and Remove buttons, you can insert existing groups and users and then grant or revoke rights for them.
161 161  
162 -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.
163 163  
164 164  Now click Done to save your query.
165 165  
... ... @@ -168,7 +168,7 @@
168 168  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).
169 169  
170 170  {{figure}}
171 -[[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"]]
172 172  
173 173  {{figureCaption}}
174 174  Browse tickets
... ... @@ -178,21 +178,21 @@
178 178  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:
179 179  
180 180  |(% style="width:53px" %)(((
181 -[[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"]]
182 182  )))|(% style="width:989px" %)The current user has not yet read this ticket (the message is unread).
183 183  |(% style="width:53px" %)(((
184 -[[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"]]
185 185  )))|(% 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.
186 186  |(% style="width:53px" %)(((
187 -[[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"]]
188 188  )))|(% style="width:989px" %)This ticket is scheduled for resubmission.
189 189  |(% style="width:53px" %)(((
190 -[[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"]]
191 191  )))|(% style="width:989px" %)This ticket has reached the resubmission stage.
192 192  
193 193  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.
194 194  
195 -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="HGespeicherteTickets"]]). To learn how to edit tickets, see the section [[Editing tickets>>doc:||anchor="HEdittickets"]].
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"]].
196 196  
197 197  Using the search function, you can find specific tickets directly within the displayed Query Result. Only the following fields are taken into account:
198 198  
... ... @@ -201,10 +201,10 @@
201 201  * Comment
202 202  * Keywords
203 203  
204 -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.
205 205  
206 206  {{figure}}
207 -[[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"]]
208 208  
209 209  {{figureCaption}}
210 210  Advanced Search in a Ticket Query
... ... @@ -223,7 +223,7 @@
223 223  
224 224  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.
225 225  
226 -[[Editing tickets>>image:Ticket bearbeiten.png||alt="Ticket bearbeiten"]]
225 +[[Editing tickets>>image:Ticket bearbeiten.png||alt="Ticket bearbeiten" data-cmp-info="10"]]
227 227  
228 228  == Quickly Edit One or More Tickets ==
229 229  
... ... @@ -240,7 +240,7 @@
240 240  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.
241 241  
242 242  
243 -[[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"]]
244 244  
245 245  
246 246  
... ... @@ -262,7 +262,7 @@
262 262  To edit a query, it must first be executed.
263 263  
264 264  {{figure}}
265 -[[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"]]
266 266  
267 267  {{figureCaption}}
268 268  Customize Query
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