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Changes for page Umgang mit Tickets

Last modified by Sabrina V. on 2026/10/06 12:52
From version 4.1
edited by Sabrina V.
on 2026/10/06 12:52
Change comment: There is no comment for this version
To version 2.1
edited by Sabrina V.
on 2026/07/28 06:06
Change comment: There is no comment for this version

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... ... @@ -8,21 +8,21 @@
8 8  
9 9  (% style="width:1015px" %)
10 10  |(((
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"]]
11 +[[image:XWiki.Images.WebHome@ticket_add.png||alt="Ticket_Add" 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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
16 +[[image:Ticket_Save.png||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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
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.
21 21  
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]].
23 23  
24 24  {{figure}}
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"]]
25 +[[image:65_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png||alt="63_Helpdesk_TicketManagement_NeuesTicketanlegen_1123.png" data-xwiki-image-style-alignment="center"]]
26 26  
27 27  {{figureCaption}}
28 28  Create a New Ticket
... ... @@ -38,7 +38,7 @@
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.
39 39  
40 40  (% style="text-align:center" %)
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"]]
41 +[[image:XWiki.Images.WebHome@hmfile_hash_5ed7fad1.png||alt="7.2.3.1.1 - Ticketdaten 1" 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//.
... ... @@ -47,9 +47,9 @@
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  
... ... @@ -60,7 +60,7 @@
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.
61 61  
62 62  {{figure}}
63 -[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Clients_726.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
63 +[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Clients_726.png||data-xwiki-image-style-alignment="center"]]
64 64  
65 65  {{figureCaption}}
66 66  Link Clients
... ... @@ -71,10 +71,10 @@
71 71  
72 72  , which you can use to execute them.
73 73  
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.
75 75  
76 76  {{figure}}
77 -[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Anhänge_653.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
77 +[[image:63_Helpdesk_TicketManagement_Ticketanlegen_Anhänge_653.png||data-xwiki-image-style-alignment="center"]]
78 78  
79 79  {{figureCaption}}
80 80  Add Attachments
... ... @@ -87,15 +87,16 @@
87 87  
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.
91 91  
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.
93 93  
94 94  == Options ==
95 95  
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
97 97  
98 98  
99 +
99 99  = Saved Tickets =
100 100  
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.
... ... @@ -111,7 +111,7 @@
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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
115 +[[image:65_Helpdesk_TicketManagement_Ticketanlegen_Kommentare_1196.png||alt="Das gespeicherte Ticket" data-xwiki-image-style-alignment="center"]]
115 115  
116 116  {{figureCaption}}
117 117  The Saved Ticket
... ... @@ -120,9 +120,10 @@
120 120  
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.
122 122  
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"]].
124 124  
125 125  
127 +
126 126  = Merging Tickets =
127 127  
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.
... ... @@ -129,7 +129,7 @@
129 129  
130 130  An example:
131 131  
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"]]).
133 133  
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.
135 135  
... ... @@ -136,7 +136,7 @@
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" data-cmp-info="10" height="621" width="609"]]
141 +[[image:helpdesk_ticketmanagement_ticketszusammenfuehren.png||alt="Helpdesk_TicketManagement_TicketsZusammenfuehren" 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.
... ... @@ -148,14 +148,15 @@
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.”
149 149  
150 150  (% style="text-align:center" %)
151 -[[image:XWiki.Images.WebHome@hmfile_hash_a7a5bc9f.png||alt="7.2.3.3 - KB-ArtikelErstellen" data-cmp-info="10" height="576" width="762"]]
153 +[[image:XWiki.Images.WebHome@hmfile_hash_a7a5bc9f.png||alt="7.2.3.3 - KB-ArtikelErstellen" 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.
158 +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.
157 157  
158 158  
161 +
159 159  = Resubmission =
160 160  
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.
... ... @@ -163,7 +163,7 @@
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.
164 164  
165 165  (% style="text-align:center" %)
166 -[[image:XWiki.Images.WebHome@hmfile_hash_944cdbc1.png||alt="Wiedervorlage für ein Ticket einrichten" data-cmp-info="10" height="245" width="789"]]
169 +[[image:XWiki.Images.WebHome@hmfile_hash_944cdbc1.png||alt="Wiedervorlage für ein Ticket einrichten" 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.
... ... @@ -172,10 +172,12 @@
172 172  
173 173  = Printing Tickets =
174 174  
178 +
179 +
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.
176 176  
177 177  {{figure}}
178 -[[image:65_Helpdesk_Tickets drucken_1230.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
183 +[[image:65_Helpdesk_Tickets drucken_1230.png||data-xwiki-image-style-alignment="center"]]
179 179  
180 180  {{figureCaption}}
181 181  Print tickets
... ... @@ -186,10 +186,11 @@
186 186  
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"]].
190 190  )))
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.
193 193  
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"]].
199 +
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  )))
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