Changes for page Umgang mit Tickets

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9	9	(% style="width:1015px" %)
10	10	|(((
11		-[[image:XWiki.Images.WebHome@ticket_add.png||alt="Ticket_Add" data-xwiki-image-style-alignment="center" height="32" width="32"]]
	11	+[[image:XWiki.Images.WebHome@ticket_add.png||alt="Ticket_Add" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
12	12	)))|(% style="width:885px" %)(((
13	13	Opens the template for creating a new ticket.
14	14	)))
15	15	|(((
16		-[[image:Ticket_Save.png||data-xwiki-image-style-alignment="center"]]
	16	+[[image:Ticket_Save.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
17	17	)))|(% style="width:885px" %)Creates the ticket in the database.
18	18	|(((
19		-[[image:XWiki.Images.WebHome@ticket_goto.png||alt="Ticket_GoTo" data-xwiki-image-style-alignment="center" height="32" width="32"]]
	19	+[[image:XWiki.Images.WebHome@ticket_goto.png||alt="Ticket_GoTo" data-cmp-info="10" 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.
21	21
22	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]].
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24	24	{{figure}}
25		-[[image:65_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png||alt="63_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png" data-xwiki-image-style-alignment="center"]]
	25	+[[image:65_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png||alt="63_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
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27	27	{{figureCaption}}
28	28	Create a New Ticket
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38	38	In these fields, enter the name of the person affected by the problem. If this person has already been saved as a contact, an autocomplete feature will suggest people who match your entry. If the person is unknown to the system, you will be asked when saving the ticket whether you would like to save this person as a contact (see [[Manage contacts>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Kontakte verwalten.WebHome]]). If you have entered an existing contact, you can view the contact’s details by clicking the //Contact Details// button.
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40	40	(% style="text-align:center" %)
41		-[[image:XWiki.Images.WebHome@hmfile_hash_5ed7fad1.png||alt="7.2.3.1.1 - Ticketdaten 1" height="301" width="444"]]
	41	+[[image:XWiki.Images.WebHome@hmfile_hash_5ed7fad1.png||alt="7.2.3.1.1 - Ticketdaten 1" data-cmp-info="10" height="301" width="444"]]
42	42	Clients Linked to a Contact
43	43
44	44	Clicking the //Add Clients for This Contact// button opens a window listing all clients linked to the contact (see [[Manage contacts>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Ticket Management.Kontakte verwalten.WebHome]]). When you select a client, the client’s key information is displayed immediately. Clicking the //Open Client Details// button displays all of the client’s data. To link a client to the ticket, select a client and click //Link//. If only one client is assigned to the contact, that client is automatically linked to the ticket as soon as you click //Add Clients to Contact//.
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47	47	If you link a client to the ticket assigned to the contact, the link will remain even if you later change the client assignment for that contact.
48	48	{{/aagon.infobox}}
49	49
50		-If at least one phone number is associated with the contact, you can call that contact directly using the phone button. You’ll see a list of the stored phone numbers, from which you can select the desired number. This requires that ACMP Notifier be installed and running, as well as a valid CTI license.
	50	+If at least one phone number is associated with the contact, you can call that contact directly using the phone button. You’ll see a list of the stored phone numbers, from which you can select the desired number. This requires that acmp Notifier be installed and running, as well as a valid CTI license.
51	51
52		-Tickets cannot be saved unless the contact person is entered into the database. This is partly due to licensing requirements and partly to make ACMP easier to use. The contact person can also be a group.
	52	+Tickets cannot be saved unless the contact person is entered into the database. This is partly due to licensing requirements and partly to make acmp easier to use. The contact person can also be a group.
53	53
54	54	== Ticket Information ==
55	55
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60	60	To assign a client to the ticket, enable the corresponding tab and click the //Add// icon. A dialog box will open, displaying the Queries available from Query Management as well as any Queries currently open there. If you execute a Query in this dialog, it will also open in the browser and in Management. Select one or more clients from a query and click //Add//. These clients are now added to the list. The //Add Clients from Contact// icon has the same function here as the corresponding button in the contact area. Alternatively, you can simply add a client from an already open query using drag-and-drop.
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62	62	{{figure}}
63		-[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Clients_726.png||data-xwiki-image-style-alignment="center"]]
	63	+[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Clients_726.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
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65	65	{{figureCaption}}
66	66	Link Clients
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74	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.
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76	76	{{figure}}
77		-[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Anhänge_653.png||data-xwiki-image-style-alignment="center"]]
	77	+[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Anhänge_653.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
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79	79	{{figureCaption}}
80	80	Add Attachments
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111	111	Under the Change Log tab, you’ll find a list of all activities that have affected this ticket. The old values that were changed are shown alongside the new values.
112	112
113	113	{{figure}}
114		-[[image:65_Helpdesk_TicketManagement_Ticketanlegen_Kommentare_1196.png||alt="Das gespeicherte Ticket" data-xwiki-image-style-alignment="center"]]
	114	+[[image:65_Helpdesk_TicketManagement_Ticketanlegen_Kommentare_1196.png||alt="Das gespeicherte Ticket" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
115	115
116	116	{{figureCaption}}
117	117	The Saved Ticket
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136	136	First, open the ticket. On the right-hand side, you’ll now see several possible actions for this ticket. Click “Merge Tickets.” A dialog box will open where you can select the ticket to merge with.
137	137
138	138	(% style="text-align:center" %)
139		-[[image:helpdesk_ticketmanagement_ticketszusammenfuehren.png||alt="Helpdesk_TicketManagement_TicketsZusammenfuehren" height="621" width="609"]]
	139	+[[image:helpdesk_ticketmanagement_ticketszusammenfuehren.png||alt="Helpdesk_TicketManagement_TicketsZusammenfuehren" data-cmp-info="10" height="621" width="609"]]
140	140	Find a ticket to merge
141	141
142	142	Here, you can enter the ID of the other ticket or find it using a keyword. The selected ticket will then be deleted, and its data will be transferred to the first ticket. The subject and description will appear in the comment.
...	...	@@ -148,12 +148,12 @@
148	148	First, save the ticket. Then click on “Create KB Article.” A wizard will open that automatically pulls the ticket’s title and keywords. Choose a Knowledge Base folder where you want the article to be created. Alternatively, you can use the icons on the side to add new folders or edit existing ones. Click “Next.”
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150	150	(% style="text-align:center" %)
151		-[[image:XWiki.Images.WebHome@hmfile_hash_a7a5bc9f.png||alt="7.2.3.3 - KB-ArtikelErstellen" height="576" width="762"]]
	151	+[[image:XWiki.Images.WebHome@hmfile_hash_a7a5bc9f.png||alt="7.2.3.3 - KB-ArtikelErstellen" data-cmp-info="10" height="576" width="762"]]
152	152	Create a Knowledge Base Article
153	153
154	154	The ticket description, along with all comments, is now displayed. Here, you can mark items as questions or answers. Items marked as questions are summarized in the article as a question, while items marked as answers are summarized as the appropriate answer or solution to the problem. Click Next.
155	155
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.
	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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158	158
159	159	= Resubmission =
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163	163	Here you can specify a date - a small calendar in the drop-down menu will help you with this. You should also specify a time when you’d like to receive the reminder. Additionally, you can enter a title and a description, which will be displayed to you. The title already contains two internal variables representing the ticket ID and the ticket title.
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165	165	(% style="text-align:center" %)
166		-[[image:XWiki.Images.WebHome@hmfile_hash_944cdbc1.png||alt="Wiedervorlage für ein Ticket einrichten" height="245" width="789"]]
	166	+[[image:XWiki.Images.WebHome@hmfile_hash_944cdbc1.png||alt="Wiedervorlage für ein Ticket einrichten" data-cmp-info="10" height="245" width="789"]]
167	167	Set Up a Resubmission Reminder for a Ticket
168	168
169	169	To finalize the resubmission reminder, click the small Save icon in the upper-right corner. This icon will now change to an Edit icon, and the entire area will shrink to a short status bar displaying the set date and time.
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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}}
178		-[[image:65_Helpdesk_Tickets drucken_1230.png||data-xwiki-image-style-alignment="center"]]
	178	+[[image:65_Helpdesk_Tickets drucken_1230.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
179	179
180	180	{{figureCaption}}
181	181	Print tickets