Last modified by Sabrina V. on 2026/06/09 12:04
From version 1.3
edited by Sabrina V.
on 2025/12/16 08:11
Change comment: There is no comment for this version
To version 4.1
edited by Sabrina V.
on 2026/06/09 12:04
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
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15 15  
16 16  The beginning of the address [ip] stands for the IP address of the computer on which the Web Interface is installed.
17 17  
18 -The login page is therefore the first page that you as an end user see from the web interface. Enter your email address and password in the input fields to log in successfully. If you have selected a different [[authentication setting>>doc:ACMP.69.ACMP-Solutions.System.Einstellungen.ACMP Server.WebHome||anchor="HActiveDirectory"]], you may also need to log in via Active Directory. Optional, you can request your password by clicking on the button of the same name. To do this, enter the stored email address and the password will be sent to you. Otherwise, continue by logging in.
18 +The login page is therefore the first page that you as an end user see from the web interface. Enter your email address and password in the input fields to log in successfully. If you have selected a different [[authentication setting>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.ACMP Server.WebHome||anchor="HActiveDirectory"]], you may also need to log in via Active Directory. Optional, you can request your password by clicking on the button of the same name. To do this, enter the stored email address and the password will be sent to you. Otherwise, continue by logging in.
19 19  
20 20  [[Login window in the ACMP Self Service Web Interface>>image:69_Web Interface Self Service Login_1440.png]]
21 21  
22 22  = Structure of the Self Service Web Interface =
23 23  
24 -The Self Service Web Interface is divided into three areas or tabs: [[Info>>doc:||anchor="HInformationen"]], [[Ticket Overview>>doc:||anchor="HTicketDCbersicht"]] and [[//Knowledge Base//>>doc:||anchor="HKnowledgeBase"]]. In addition, you will find the [[Profile>>doc:||anchor="HBenutzerprofilbearbeiten"]] with which you are logged in, in the top right-hand corner, where you can also change your password if necessary.
24 +The Self Service Web Interface is divided into three areas or tabs: [[Info>>doc:||anchor="HInfo"]], [[Ticket Overview>>doc:||anchor="HTicketOverview"]] and [[//Knowledge Base//>>doc:||anchor="HKnowledgeBase"]]. In addition, you will find the [[Profile>>doc:||anchor="HEdituserprofile"]] with which you are logged in, in the top right-hand corner, where you can also change your password if necessary.
25 25  
26 26  == Info ==
27 27  
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40 40  he tickets are listed in a table and are subdivided under the individual column headers. Click on [[image:1762852755531-898.png]] to refresh the ticket display or on [[image:1762852755532-790.png]] //Show tickets// if you want to view a selected ticket in the detail view. Create a new ticket ([[image:1762852755532-694.png]]) or use the search bar to find a specific ticket by entering a keyword. To customize the view according to your preferences and for example display the results grouped accourding to a specific criterion, drag one of the culumns to the top row to enable continuing sorting of the results.
41 41  
42 42  {{box}}
43 -**Tip**: Please refer to the chapter [[Structure of a grid in ACMP>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome]] for additional configuration options.
43 +**Tip**: Please refer to the chapter [[Structure of a grid in ACMP>>doc:ACMP.610.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome]] for additional configuration options.
44 44  {{/box}}
45 45  
46 -In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. For the fields "Ticket ID“, „Ticket Title“ and „Last Change to Ticket“, you can use a [[free filter>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome||anchor="HFilternimGrid"]] [[image:1762852801559-560.png]]. For the "Ticket Status" column, a preselection is made based on predefined fields
46 +In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. For the fields "Ticket ID“, „Ticket Title“ and „Last Change to Ticket“, you can use a [[free filter>>doc:ACMP.610.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome||anchor="HFiltersinthegrid"]] [[image:1762852801559-560.png]]. For the "Ticket Status" column, a preselection is made based on predefined fields
47 47  
48 48  === Create tickets in the Self Service Helpdesk ===
49 49  
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75 75  If you want to change the content of the ticket, you must explicitly click on [[image:1762852955138-537.png]] //Edit//.
76 76  {{/aagon.infobox}}
77 77  
78 -Whether the images are automatically displayed in the tickets depends largely on the [[settings>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HAllgemein"]] you have specified. If the images are hidden, placeholders are displayed instead and you can only click on the images to load them later. You can find the images under the attachments. If you want to change basic information on the ticket, e.g. because additional data needs to be added to the description that has not yet been entered, you must click on  [[image:1762852972646-675.png]]//Edit//. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.
78 +Whether the images are automatically displayed in the tickets depends largely on the [[settings>>doc:ACMP.610.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HGeneral"]] you have specified. If the images are hidden, placeholders are displayed instead and you can only click on the images to load them later. You can find the images under the attachments. If you want to change basic information on the ticket, e.g. because additional data needs to be added to the description that has not yet been entered, you must click on [[image:1762852972646-675.png]]// Edit//. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.
79 79  
80 80  === Comment on tickets ===
81 81  
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82 82  The comment function allows end users to provide additional information that may need to be recorded after the ticket has been created (e.g. to document their own attempts, etc.). All comments receive a timestamp and the name of the person who made the comment is displayed. Fill in the comment box as required. To receive additional emails, you must provide a valid address. Then click on //Add comment.//
83 83  
84 84  
85 -
86 86  [[Comment function when editing tickets>>image:69_Web Interface_Ticket kommentieren Self Service_711.png]]
87 87  
88 88  {{aagon.infobox}}
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91 91  
92 92  == Knowledge Base ==
93 93  
94 -Über den Reiter //Knowledge Base //sind die Knowledge Base-Artikel gelistet, die für Sie zuvor erstellt wurden. Jeder Artikel ist mit einer Artikel ID und einer Überschrift versehen. Auf der linken Seite finden Sie die Ordner-Hierarchie, auf der rechten Seite ist der Erstellungs- und Änderungszeitpunkt sichtbar. Eine Suchleiste oberhalb der Artikel hilft Ihnen dabei gezielt ein richtiges Suchergebnis zu finden, geben Sie dafür ein Schlagwort ein und drücken Sie auf [[image:1762853126165-618.png]] oder starten Sie die Suche mit //Enter//. Möchten Sie einen Artikel oder die Übersicht drucken, klicken Sie hierfür auf //Drucken// [[image:1762853126166-568.png]]. Für die Detailansicht eines Artikels können Sie einfach den gewünschten Artikel anwählen.
93 +The //Knowledge Base //tab lists the knowledge base articles that have been created for you. Each article has an article ID and a heading. On the left-hand side, you will find the folder hierarchy, and on the right-hand side, you can see the creation and modification dates. A search bar above the articles helps you find the right search result [[image:1762853126165-618.png]]. To do this, enter a keyword and press or start the search with //Enter. //If you want to print an article or the overview, click on //Print// [[image:1762853126166-568.png]]. For a detailed view of an article, simply select the desired article.
95 95  
96 -[[Übersicht der Artikel in der Knowledge Base>>image:69_Web Interface Knowledge Base_1021.png]]
95 +[[Overview of articles in the Knowledge Base>>image:69_Web Interface Knowledge Base_1021.png]]
97 97  
98 -=== Detailansicht eines Knowledge Base-Artikels ===
97 +=== Detailed view of a knowledge base article ===
99 99  
100 -Öffnen Sie den Artikel Ihrer Wahl. Die Artikel sind strukturiert aufgebaut: In der ersten Zeile steht der Titel des Artikels („Wie öffne ich den Software Kiosk?“) sowie allgemeine Angaben, welcher Benutzer wann den Artikel erstellt bzw. zuletzt geändert hat. In der ersten Box darunter ist die Fragestellung, welches Thema der Artikel hat. Darunter befindet sich die Antwortbox. Sollten Dateien dem Artikel angehängt worden sein (Bilder, PDFs etc.), werden diese innerhalb der //Anhänge //(letzte Box auf der Seite) gelistet und können separat nochmals heruntergeladen werden.
99 +Open the article of your choice. The articles are structured as follows: The first row contains the title of the article ("How do I open the Software Kiosk?") and general information about which user created or last changed the article and when. The first box below contains the question that the article addresses. Below that is the answer box. If files have been attached to the article (Images, PDFs, etc.), these are listed in the //attachments// (last box on the page) and can be downloaded separately.
101 101  
102 -[[Beispiel eines Artikels in der Knowledge Base>>image:69_Web Interface Helpdesk_Knowledge Base Artikel.png]]
103 103  
104 -== Benutzerprofil bearbeiten ==
102 +[[Example of an article in the Knowledge Base>>image:69_Web Interface Helpdesk_Knowledge Base Artikel.png]]
105 105  
106 -Das Benutzerprofil lässt sich zu jederzeit oben rechts über die gleichnamige Schaltfläche öffnen. Klicken Sie auf die Schaltfläche > //Profil// und Sie sehen die Angaben zum angemeldeten Benutzer. Sie haben hier die Möglichkeit das Passwort zu ändern. Geben Sie dafür das aktuelle Passwort ein und vergeben Sie in den beiden Zeilen darunter ein neues und klicken Sie abschließend auf //Passwort speichern//.
104 +== Edit user profile ==
107 107  
108 -[[Ansicht des Benutzerprofils im Self Service>>image:69_Web Interface Benutzerprofil bearbeiten_1579.png]]
106 +The user profile can be opened at any time by clicking on the button of the same name in the top right-hand corner. Click on the button > //Profile// to see the details of the logged-in user. Here you have the option to change your password. To do so, enter your current password and enter a new one in the two lines below, then click on //Save password//.
109 109  
108 +[[View of the user profile in Self Service>>image:69_Web Interface Benutzerprofil bearbeiten_1579.png]]
109 +
110 110  
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