Changes for page Umgang mit Tickets

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19	19	[[image:XWiki.Images.WebHome@ticket_goto.png||alt="Ticket_GoTo" data-xwiki-image-style-alignment="center" height="32" width="32"]]
20	20	)))|(% style="width:885px" %)Opens the ticket with the number specified in the input field.
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22		-A new ticket provides you with various form fields for creating the ticket. The form fields highlighted in yellow are required fields that you must fill out to create a ticket. You can further customize the “Contact” and “Ticket Information” field groups to suit your needs later on. However, you will be notified when creating the ticket if these fields are still empty. For more info, see the sections [[ticket fields>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HTicketFields"]] and [[Custom Fields>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Benutzerdefinierte Felder.WebHome]].
	22	+A new ticket provides you with various form fields for creating the ticket. The form fields highlighted in yellow are required fields that you must fill out to create a ticket. You can further customize the “Contact” and “Ticket Information” field groups to suit your needs later on. However, you will be notified when creating the ticket if these fields are still empty. For more info, see the sections [[ticket fields>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HTicketfelder"]] and [[Custom Fields>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Benutzerdefinierte Felder.WebHome]].
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24	24	{{figure}}
25	25	[[image:65_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png||alt="63_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png" data-xwiki-image-style-alignment="center"]]
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72	72	, which you can use to execute them.
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74		-You can check a box next to a client (Resolved) if the problem described in the ticket has been resolved on that client. You can make this change in edit mode (see [[The Saved Ticket>>doc:||anchor="HSavedTickets"]]). This provides a clear overview in case the reported problem occurred on multiple Clients or is still occurring.
	74	+You can check a box next to a client (Resolved) if the problem described in the ticket has been resolved on that client. You can make this change in edit mode (see [[The Saved Ticket>>doc:||anchor="HGespeicherteTickets"]]). This provides a clear overview in case the reported problem occurred on multiple Clients or is still occurring.
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76	76	{{figure}}
77	77	[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Anhänge_653.png||data-xwiki-image-style-alignment="center"]]
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88	88	== Ticket Details ==
89	89
90		-In this section, you can enter some details about the ticket’s creation. Under “Assignee,” enter the name of the person who created the ticket. By default, the current user is automatically entered here. Later, in edit mode (see [[The Saved Ticket>>doc:||anchor="HSavedTickets"]]) you can enter a new editor here and thus assign the ticket to them for editing. Under “Status,” enter the current status of the ticket (Created, Viewed, In Progress, Pending, or Closed). Initially, the ticket’s status should be //Created//, which can and should be changed by other staff members as the support request is processed.
	90	+In this section, you can enter some details about the ticket’s creation. Under “Assignee,” enter the name of the person who created the ticket. By default, the current user is automatically entered here. Later, in edit mode (see [[The Saved Ticket>>doc:||anchor="HGespeicherteTickets"]]) you can enter a new editor here and thus assign the ticket to them for editing. Under “Status,” enter the current status of the ticket (Created, Viewed, In Progress, Pending, or Closed). Initially, the ticket’s status should be //Created//, which can and should be changed by other staff members as the support request is processed.
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92		-You can also select the category to which the ticket should belong. By default, the categories “Printers,” “Hardware,” and “Software” are selected. However, you can also create, edit, or delete your own categories (for more information, see the section [[Categories>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HCategories"]]). The priority indicates how important the support request is and how quickly it should be processed. Here, you can choose between Trivial, Normal, Important, and Critical. This allows you to use a custom query to filter, for example, the most important tickets and process them first.
	92	+You can also select the category to which the ticket should belong. By default, the categories “Printers,” “Hardware,” and “Software” are selected. However, you can also create, edit, or delete your own categories (for more information, see the section [[Categories>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HKategorien"]]). The priority indicates how important the support request is and how quickly it should be processed. Here, you can choose between Trivial, Normal, Important, and Critical. This allows you to use a custom query to filter, for example, the most important tickets and process them first.
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94	94	== Options ==
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96		-Here, you can set up an automatic reminder for the ticket. For more info, see the [[Reminder>>doc:||anchor="HResubmission"]] section
	96	+Here, you can set up an automatic reminder for the ticket. For more info, see the [[Reminder>>doc:||anchor="HWiedervorlage"]] section
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	99	+
99	99	= Saved Tickets =
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101	101	Once you've saved the ticket, it will still be displayed. This time, however, it will be in what's called “non-edit mode.” This means you cannot change the ticket's details unless you click the “Switch to Edit Mode” icon.
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121	121	In non-edit mode, the ticket details section also displays the ticket’s ID, when and by whom it was created, and when it was last edited. You can also use the ticket details section to assign the ticket to another employee, even in non-edit mode.
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123		-To learn how to edit a ticket, see the section [[Editing a ticket>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Tickets verwalten.WebHome||anchor="HEditTickets"]]. In addition to the reminder (see [[Reminder>>doc:||anchor="HResubmission"]]), you'll find two other options, wich are explained in the sections [[Create a KB Article>>doc:||anchor="HCreateaKnowledgeBaseArticle"]] and [[Merge Tickets>>doc:||anchor="HMergingTickets"]].
	124	+To learn how to edit a ticket, see the section [[Editing a ticket>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Tickets verwalten.WebHome||anchor="HTicketseditieren"]]. In addition to the reminder (see [[Reminder>>doc:||anchor="HWiedervorlage"]]), you'll find two other options, wich are explained in the sections [[Create a KB Article>>doc:||anchor="HKnowledgeBaseArtikelerstellen"]] and [[Merge Tickets>>doc:||anchor="HTicketszusammenfFChren"]].
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	127	+
126	126	= Merging Tickets =
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128	128	This function is designed to merge tickets that were automatically generated from an email. Of course, this function can also be applied to all other tickets.
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130	130	An example:
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132		-Tim, an employee at an external company, has a problem and sends you an email. A ticket is then automatically generated from this email. Tim receives a reply confirming that his email has been received (see [[Contact Email Templates>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HEmailTemplateContact"]]).
	134	+Tim, an employee at an external company, has a problem and sends you an email. A ticket is then automatically generated from this email. Tim receives a reply confirming that his email has been received (see [[Contact Email Templates>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HKontaktE-MailVorlagen"]]).
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134	134	This reply automatically includes the ticket ID in curly braces. The next day, Tim sends another email to provide some additional info. If he includes the ticket ID in curly braces from the reply he received, the info is automatically attached to the existing ticket. However, if Tim sends an email without this ticket ID, a new ticket is naturally created. This is where the “Merge Tickets” function comes into play.
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156	156	You can now select the attachments associated with the ticket if you want them to be included in the knowledge base. Attachments are integrated into the ACMP and do not need to remain on your current machine afterward. Click Done, and the article will be created.
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	161	+
159	159	= Resubmission =
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161	161	If you have an open ticket in front of you, you can set a resubmission for it. This will send you a reminder about this ticket at a specific time by displaying an icon next to the ticket. To do this, the ticket must be listed in an open Query (see [[Home>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.WebHome]]). Click on Resubmission, and another section will open above the current ticket.
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173	173	= Printing Tickets =
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175	175	To print a ticket and its details, you must first open the relevant ticket by double-clicking it from a [[Query>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.WebHome||anchor="HAbfragefFCrStartseitewE4hlen"]] or by entering the ticket ID directly into the corresponding search bar on the ribbon bar.
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177	177	{{figure}}
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187	187	|**Function**|**Description**
188	188	|Print Preview|(((
189		-In the print preview, you can view the report to be printed and customize its size. You can set the size using the top navigation bar. Additionally, if the report spans multiple pages, you can navigate to a specific page. You can also save the ticket report. You can choose between //Ticket Details// or //Ticket Details with Comments//. You can configure which of the two is used as the default in the [[settings>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HPrintTickets"]].
	194	+In the print preview, you can view the report to be printed and customize its size. You can set the size using the top navigation bar. Additionally, if the report spans multiple pages, you can navigate to a specific page. You can also save the ticket report. You can choose between //Ticket Details// or //Ticket Details with Comments//. You can configure which of the two is used as the default in the [[settings>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HAusdruck"]].
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191	191	|Print|(((
192	192	If you want to print the ticket directly, you will be redirected to a standard print wizard. There, you can select the printer and print format, for example.
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194		-You can choose between //Ticket Details// or //Ticket Details with Comments//. You can configure which of the two is used as the default in the [[settings>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="HPrintTickets"]].
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	200	+You can choose between //Ticket Details// or //Ticket Details with Comments//. You can configure which of the two is used as the default in the [[settings>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Helpdesk.WebHome||anchor="#HAusdruck"]].
195	195	)))