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.

Queries that are already integrated include:

The following Queries are also available in the Query Management section of Client Management:

Escalated tickets are highlighted in color in Queries.

Commands in the ribbon bar

Creating Queries

To create a query, select the folder in the administration interface where you want to create the query. Then click the “Add Query” icon.

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.

Create a Filter for a Query

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.

Set Access Permissions

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.

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.

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.

Using the Add and Remove buttons, you can insert existing groups and users and then grant or revoke rights for them.

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.

Now click Done to save your query.

Execute Queries

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).

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:

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.

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). To learn how to edit tickets, see the section Editing tickets.

Using the search function, you can find specific tickets directly within the displayed Query Result. Only the following fields are taken into account:

• Title
• Description
• Comment
• Keywords

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.

Edit Tickets

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.

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.

Editing Tickets Individually

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.

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.

Quickly Edit One or More Tickets

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:

• Editor
• Category
• Business Impact
• Priority
• Status
• Solution
• Comment

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.

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Make the Same Changes to Multiple Tickets

1. After executing a Query, select all the tickets in the ticket list to which you want to apply the same change.
2. Click the Quick Edit button on the ribbon bar.
3. In the dialog box that opens, select the tab for the fields you want to edit.

     Note:  

   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.

4. Enable the checkboxes next to the fields you want to edit.
5. Change the values of the corresponding fields. If the field value is already identical for all selected tickets, that value will be displayed.
6. Click the Save button to apply the changes you’ve made.

All selected tickets have now been changed according to your settings.

Editing Queries

To edit a query, it must first be executed.

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 section. Remember to save your changes. You can then refresh your query using the Refresh icon or the F5 key.