Helpdesk

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= Attachments =

Here you’ll find the settings to limit the size of attachments. This allows you to ensure that your storage capacity isn’t exceeded uncontrollably. By default, the maximum size for ticket attachments is set to 3 MB.

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To customize this size, select the appropriate unit of measurement (GiB, MiB, KiB) from the drop-down menu and enter the new size. If you want to disable attachments, set the limit to 0 KiB. The size you enter applies to each individual file.

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Finally, save your changes.

= Email =

On this page, you'll find various configuration options for creating a ticket from an email. We recommend using an email address set up specifically for the Helpdesk so that not all continuing email correspondence is saved as tickets in the system.

[[image:68_System_Einstellungen_HelpdeskE-Mail_1404.png||alt="63_System_Einstellungen_HelpdeskE-Mail_1434.png" data-xwiki-image-style-alignment="center"]]

Settings (Email)

|**Areas**|**Description**

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|Template language|First, select the language in which the email templates will be used. Choose either English or German.

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|Behavior of Pending Tickets|In this section, specify whether a ticket's status should change as soon as an email arrives that can be assigned to a specific ticket based on the ticket ID in the subject line. The status can be updated if the ticket's current status is “Pending.”

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|Default Font/Size|You can define a default for ticket comments here.

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|Email Signature|Enter a signature. It will be included in every email sent by ACMP.

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|Maximum size of an attachment|Specify the size threshold above which email attachments should not be automatically added. This setting applies to each individual attachment and can be specified in KiB, MiB, and GiB.

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If you do not want to import any email attachments, enter 0 KB.

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|Excluded Attachment Extensions|(((

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You can exclude specific file types so that they are not saved with the ticket. To do this, enter the file extensions—separated by a line break.

Example:

* zip

* rar

* exe

Wildcards are not allowed when entering file extensions.

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= Email Templates for Escalations =

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On this page, you'll find email templates that can be sent automatically when a specific escalation level is reached. You'll also find a template for the “Notify Assignee” option for an escalation level.

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[[image:68_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png||alt="63_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png" data-xwiki-image-style-alignment="center"]]

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Email Templates for Escalations

These templates correspond to the various escalation levels that you can define in an escalation (see [[Escalations>>doc:||anchor="HEscalations"]]) and are visible to all ACMP Users with the Helpdesk role.

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To change a template, select it from the drop-down list. The template’s current content will then be displayed in the two fields below. By default, the most important information is automatically inserted via variables. You can now change this content as needed, for example, by having the ticket ID and subject line inserted automatically.

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Remember to save your changes.

= Escalations =

This window displays your existing escalations. Escalations are used to highlight tickets with specific properties so that they can be edited quickly. For example, escalations can be used to raise the status of tickets, automatically send emails, or send notifications to the current editor.

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[[image:68_System_Einstellungen_Helpdesk_Eskalationen_1280.png||alt="63_System_Einstellungen_Helpdesk_Eskalationen_1280.png" data-xwiki-image-style-alignment="center"]]

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Settings: Escalations

You can [[manage>>doc:||anchor="HManageEscalations"]] existing escalations using the Add, Edit, and Delete buttons. If you click on an existing escalation in the list on the left, its properties will be displayed in the corresponding fields on the right. This allows you to get a quick overview.

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For example, if a ticket has reached escalation level 3 and the corresponding escalation is subsequently changed to disable escalation level 3, the ticket will still retain escalation level 3, since tickets are not downgraded. Similarly, escalation levels are retained even if the corresponding escalation is disabled. Only when an escalation is deleted do the corresponding tickets lose their escalation levels.

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Once a ticket has been escalated, this status cannot be reset. The reason for this is that a ticket with an escalation - which is tied to the date modified last - cannot revert to its original status through a subsequent change and would therefore remain in the database without being edited.

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=== **Working Times** ===

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In this section, you define the working times for your company. These settings affect how escalations are calculated, ensuring that no tickets are escalated on a day or at a time when you are unavailable.

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== Manage Escalations ==

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=== **Add Escalation** ===

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To create a new escalation, click the Add button. In the wizard that opens, enter a caption and a description for the escalation in the first step. Using the “Escalation is enabled” checkbox, you can decide whether this escalation should be used immediately or saved as a draft for now.

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(% style="text-align:center" %)

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[[image:XWiki.Images.WebHome@hmfile_hash_a20ddad0.png||alt="7.5.5.2.1 - EskalationHinzufuegen" height="599" width="712"]]

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Settings: Add escalation

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In the next step, you can use filters to select which tickets this escalation should apply to. All fields in a ticket are available as possible filters. These filters work similarly to those used in Queries. For information on how to use filters, see [[Creating a New Query>>doc:ACMP.610.ACMP-Solutions.Client-Management.Abfrageverwaltung.Abfragen erstellen.WebHome]].

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When using the “Total Time Tracking” filter, be sure to enter the time in minutes.

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In the final step, you can assign one or more actions to escalated tickets for each escalation level. The escalation levels are based on the ticket's creation date or the date of its last change. A maximum of five levels are provided:

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|(% style="width:145px" %)[[image:ticketescalationlevel_1_zoom50.png||alt="TicketEscalationLevel_1" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 1

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|(% style="width:145px" %)[[image:ticketescalationlevel_2_zoom50.png||alt="TicketEscalationLevel_2" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 2

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|(% style="width:145px" %)[[image:ticketescalationlevel_3_zoom50.png||alt="TicketEscalationLevel_3" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 3

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|(% style="width:145px" %)[[image:ticketescalationlevel_4_zoom50.png||alt="TicketEscalationLevel_4" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 4

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|(% style="width:145px" %)[[image:ticketescalationlevel_5_zoom50.png||alt="TicketEscalationLevel_5" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 5

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By default, only the first level is active. To use additional levels, enable them using the “Active” checkbox. Higher levels can only be enabled if all lower levels are also enabled.

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Please note that when combining the “Creation Date” and “Last Modified” options, you must ensure a logical sequence; otherwise, you could, for example, reach Escalation Level 3 before Escalation Level 2.

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First, specify after how many hours/days and based on the “Creation Date” or “Last Modified” date this escalation level is reached. You can then choose various actions: Notify Editor, Send Email To, and Set Priority. Choose the actions using the checkboxes in the corresponding drop-down field. Depending on your selection, the fields associated with the action will be displayed.

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(% style="text-align:center" %)

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[[image:XWiki.Images.WebHome@hmfile_hash_e2f2d636.png||alt="7.5.5.2.1 - Levels" height="598" width="714"]]

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Settings: Add an escalation level

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You can use “Change Priority” to set the priority so that this ticket, for example, appears in a relevant Query or so that another defined escalation can take over this ticket.

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Using the “Email to” option, you can set up an automatic email to be sent when this escalation level is reached. To do this, enter the recipients’ email addresses in the corresponding field. If multiple people are to receive this email, separate the individual addresses with semicolons.

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You can use the “Use Custom Email” checkbox to send a predefined email (see [[Email templates>>doc:||anchor="HEmailTemplatesforEscalations"]]). If you disable this checkbox, two additional fields will appear below where you can assign a custom subject line and body text to the email to be sent. You can use ACMP-specific variables in your email.

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“Notify Editor,” “Notify User,” and “Notify Group” are additional options. Standard emails are sent in these cases (see [[Email templates>>doc:||anchor="HEmailTemplatesforEscalations"]]). For the “Notify User/Group” option, you must also select the recipients.

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After the configuration of the escalation levels, click “Done” to create this escalation.

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=== **Edit Escalation** ===

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To edit an existing escalation, select it and click the corresponding button. The same wizard that appears when creating an escalation will open, with the existing parameters already filled in. Navigate through the wizard and change the relevant sections. Then save your changes by clicking the Save icon.

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=== **Delete Escalation** ===

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To delete an existing escalation, select it and click the Delete button. Confirm the confirmation prompt, and the escalation will be deleted

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= Internal Email Templates =

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On this page, you’ll find various email templates that are used to automatically generate emails when an event occurs and send them to your own employees assigned to that event. Using the “Event” drop-down field, you can view the template for a specific event and edit it in the fields below. By default, variables are already included that describe the key information of a ticket. You can modify the content and, of course, use additional variables to dynamically customize the email content.

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Remember to save the modified template.

= Categories =

On this page, you can manage the categories into which you can assign various tickets when creating them or at a later time.

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Click the Add button to create a new category. A small input dialog will open where you can enter both the German and English captions for the category. The categories will then be displayed in the language specified during the login to the console. You can also specify whether the new category should be added at the root level or if there is a parent category.

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Using a category's context menu, you can specify whether it should be fully expanded or collapsed. If you clear one of the language fields, the value entered for the other language will be copied into the clear field.

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If you have selected an existing category and click Add, the new category will be added to the hierarchy. You can also organize categories hierarchically later using drag-and-drop.

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Use the Edit button to customize the caption of a previously selected category. If you change the caption of an existing category here, the captions in all tickets assigned to that category will also be changed.

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You can use the Delete button to delete a previously selected category. All tickets that belonged to this deleted category will then no longer be assigned to any category.

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= Email Template Contact =

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On this page, you'll find various email templates that are used to automatically generate and send emails to external contacts (who have submitted a ticket) when a specific event occurs.

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Using the “Event” drop-down menu, you can view the template for a specific event and edit it in the fields below. By default, variables are already included that describe the key information of a ticket. You can change the content and, of course, use variables to dynamically customize the email content. This makes it possible, for example, to insert a direct link to the web interface that allows the contact to access the ticket immediately. To do this, insert the following link: [[http:~~/~~/SERVER/self-service/Pages/TicketDetails.aspx?TicketID=%TicketGuidUrl%>>url:http://server/self-service/Pages/TicketDetails.aspx?TicketID=%25TicketGuidUrl%25]] and replace SERVER with the name of the server on which the web interface is installed.

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If you have activated SSO, you must add &SSO=1 to the link provided. These customizations will prevent you from being redirected to the login page.

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Remember to save the modified template using the icon in the Quick Access Bar.

= Solutions =

In the Helpdesk, solutions are used to assign a “solution” status to a ticket. This allows you to immediately see whether a solution to the problem has been found or how the ticket was handled.

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Here, you can enable or disable solutions system-wide. If you enable solutions, you’ll find an additional field in every ticket where you can select the appropriate solution.

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Using the radio buttons next to the solutions, you can select a default value that will be automatically applied to every new ticket. Keep in mind that a ticket can only be closed if its solution status is something other than “No Solution.”

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[[image:68_System_Einstellungen_Helpdesk_Lösungen_1039.png||alt="63_System_Einstellungen_Helpdesk_Lösungen_1039.png" data-xwiki-image-style-alignment="center"]]

Settings (Solutions)

The “Require a comment when closing a ticket” checkbox lets you specify whether a comment must be entered when a ticket is closed. This allows you, for example, to ensure that the reason for closing the ticket remains clear.

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You can add additional solutions using the “Add” buttons on the right-hand side. You can edit or delete existing solutions. Use the arrow buttons to reorder the solutions so they are displayed in the order that works best for you.

= Spell Checking =

In this section, you can specify the languages to be included in the spell check.

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During the installation of ACMP 5.4, the German and English dictionaries are already included.

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=== **Add Language** ===

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To add a language, click Add. Enter a name and specify which language it is. Then, use Browse to first select a dictionary file (*.dic) and then a grammar file (*.aff) that the spell checker should use for the specified language.

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Please note that neither the *.dic file nor the *.aff file can be mounted from a network drive. You must specify a local path here.

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Once you have finished configuring your settings, save the new language by clicking “Done” and then clicking the “Save” icon on the ribbon bar.

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You can download additional language files from https~://github.com/LibreOffice/dictionaries.//

=== **Edit Language** ===

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To edit a language, select it and choose Edit. You can now attach either a *.dic file or a *.aff file and customize the name and language.

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It is not possible to customize the German and English languages.

=== **Local Extensions** ===

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You can change the scope of the spell check. To do this, select the desired word and open the context menu. From there, you can add the word to the dictionary.

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Please note that the adjustments are saved in the local profile and are therefore available on other clients.

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Storage location of the local dictionary:

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%LOCALAPPDATA%\Aagon\ACMPConsole

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We recommend that you add all the terms you use to the dictionary and then distribute them via Client Command to the clients on which ACMP Helpdesk is running.

= Rules =

In this section, you can configure rules that are triggered by specific Events.

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[[image:68_System_Einstellungen_Helpdesk_Regeln_1039.png||alt="63_System_Einstellungen_Helpdesk_Regeln_1039.png" data-xwiki-image-style-alignment="center"]]

Configure Rules

You have the following options for editing rules:

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|(((

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[[image:ACMP.63.ACMP-Solutions.Client-Management.Managed Software.Managed Software einrichten.System-Einstellungen für Managed Software anpassen.WebHome@Add.ico||alt="add" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Opens a wizard for adding a new rule to the selected event.

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|(((

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[[image:XWiki.Images.WebHome@edit.png||alt="Edit" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Opens a wizard for editing the selected rule.

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|(((

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[[image:XWiki.Images.WebHome@delete.png||alt="Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Deletes the selected rule.

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|(((

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[[image:XWiki.Images.WebHome@priority_first.png||alt="Priority_First" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Moves the selected rule to the top of the Event.

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|(((

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[[image:ACMP.63.First Steps im ACMP.Aufbau der Console.Ribbonleiste.WebHome@Priority_Up.svg||alt="Priority_Up" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Moves the selected rule up one position within the Event.

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|(((

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[[image:XWiki.Images.WebHome@priority_down.png||alt="Priority_Down" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Moves the selected rule down one position within the Event.

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|(((

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[[image:XWiki.Images.WebHome@priority_last.png||alt="Priority_Last" data-xwiki-image-style-alignment="center" height="32" width="32"]]

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)))|Moves the selected rule to the end of the event.

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Moves the selected rule to the end of the event.

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|=Event|=The rule applies when...

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|Ticket created|a ticket is created.

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|Ticket created by ACMP Console|a ticket is created from the ACMP Console.

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|Ticket created by SelfService|a ticket is created via Self Service.

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|Ticket Created from Email|a ticket is created via email.

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|Ticket created by Client Command|a ticket is created by a Client Command.

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|Ticket Changed|a ticket is changed.

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|Editor Changed|the assignee of a ticket is changed.

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|Change category|the category of a ticket is changed.

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|State Changed|the state of a ticket is changed.

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|Ticket is open again|a ticket that has already been closed is reopened.

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|Change priority|the priority of a ticket is changed.

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|Business Impact Changed|the business impact is changed.

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|Solution Changed|the resolution of a ticket is changed.

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|Ticket Commented On|a ticket is commented on.

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|Reopen Ticket|a comment is received via email regarding a ticket that has already been closed

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|Ticket comment, visible in Self Service|A ticket is commented on that is visible in Self Service

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Please note that changes to an action are not saved until all other actions in the rule have been processed.

=== **Add Rule** ===

After selecting the event to which the rule should apply, click the //Add Rule// button. This will open the wizard for creating the rule.

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[[image:63_System_Einstellungen_Helpdesk_Regelnhinzufügen_713.png||data-xwiki-image-style-alignment="center"]]

Add rule

In the upper section, you can customize the event by clicking on ... . Now enter a name for the rule.

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By default, every new rule you add is enabled. If you do not want to enable the rule, disable the “Rule is active” checkbox. The second checkbox prevents all subsequent rules for this event from being executed. However, any actions executed up to that point may still trigger continuing events. This option is disabled by default. In the lower section, you can enter an optional description of the rule. On the following page, you can specify the conditions that must be met for the rule to be executed. You can access all contact and ticket fields.

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[[image:63_System_Einstellungen_Helpdesk_Regeln_Bedingungen_720.png||data-xwiki-image-style-alignment="center"]]

Configure Conditions

You can copy and remove conditions that have already been added using the context menu. Once you have specified all the conditions, click Next to proceed to the [[actions>>doc:||anchor="HActions"]] to be performed by the rule.

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If you want the rule to be triggered for every event, you can also clear the conditions and use “Next” to specify the action right away.

=== **Edit Rule** ===

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To edit an existing rule, select it and choose “Edit Rule.” A wizard will open, allowing you to customize the general information, conditions, and actions.

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=== **Delete Rule** ===

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To delete a rule, select it and choose “Delete Rule.” After you confirm the warning by clicking “Yes,” the rule will be removed.

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=== **Sort Rules** ===

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You can define the priority of rules within events. To do this, select the rule you want to move and click the corresponding arrow.

== Actions ==

To add an action to a rule, double-click the rule or drag and drop it into the Selected Actions window. A dialog box will then open, allowing you to configure the action.

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[[Add an action>>image:Aktionen_Übersicht.png||alt="Aktion hinzufügen"]]

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You can choose from the following actions:

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|**Actionfield**|** Description**

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|Edit Assignee|(((

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Change the ticket assignee. You can select from all users who have been created and have access to the Helpdesk. You can configure this setting in [[User Management>>doc:ACMP.610.ACMP-Solutions.System.Benutzerverwaltung.WebHome]].

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)))

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|Change Business Impact|(((

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This action changes the business impact of the ticket. You can choose between the values //Company, Department, Single Client, Single Server//, and //Site//.

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|Send email|You can create a free-form email that will be sent as part of this action. You can specify a recipient and add recipients to the CC and BCC fields. You are not limited to existing contacts; you can also enter new email addresses.

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|Send email template|First, choose whether you want to use an [[internal email template>>doc:||anchor="HInternalEmailTemplates"]] or a [[contact email template>>doc:||anchor="HEmailTemplateContact"]]. Then specify who the recipients of the email should be.

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|Change category|Change the tickets category. You can select one of your defined [[categories>>doc:||anchor="HCategories"]].

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|Change solution|Change the resolution of the ticket. You can select one of your defined [[resolutions>>doc:||anchor="HSolutions"]].

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|Change priority|(((

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Change the ticket's priority. You can choose between //Minor, Normal, Important, and Critical//.

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)))

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|Change state|Change the ticket's state. You can choose from Created, Viewed, In Progress, and Pending.

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|Change ticket field|Change the value or checkbox status (checked/inactive) of any custom field to a new value

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You can also combine all actions. You can remove them again using the context menu for the actions. After you have configured all settings, click the Done button. The actions have now been added to the rule, and the rule is displayed in the event list along with all actions.

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Finally, click the Save button on the ribbon bar to apply all changes.

= Text Modules =

In this section, you can define text modules for creating Helpdesk tickets.

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[[image:68_System_Einstellungen_Helpdesk_Textbausteine_1280.png||alt="63_System_Einstellungen_Helpdesk_Textbausteine_1280.png" data-xwiki-image-style-alignment="center"]]

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Configure text moduls

First, click the “Add Folder” button. In the dialog that appears, you can name the folder to categorize the text modules you create, if desired. The second step involves selecting a folder icon. You can choose one from the pre-installed icons or, alternatively, add a new icon in *.ico format using the “Add Icon” button (CTRL + N). You can edit and delete existing icons. The default icon is a folder symbol. In the third step, specify which users should have visibility for the folder you just created and the text modules it contains. Click Done to create the folder.

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Starting with the creation of the second directory, you can also make directories within existing folders, allowing you to build a complex folder structure.

= Ticket Fields =

On this page, you can select various fields that can or must be filled out when creating a new ticket. You can specify which fields are available here in addition to the basic fields under [[Custom Fields>>doc:ACMP.610.ACMP-Solutions.System.Einstellungen.Benutzerdefinierte Felder.WebHome]]. After making a change, save it by clicking Save in the ribbon.

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[[image:68_System_Einstellungen_Helpdesk_Ticketfelder_1812.png||alt="63_System_Einstellungen_Helpdesk_Ticketfelder_1812.png" data-xwiki-image-style-alignment="center"]]

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Settings (Ticket fields)

=== **Ticket Related Fields** ===

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This section covers editable fields related to the ticket, such as keywords. You’ll see two field lists side by side here. The left list shows all available fields that you can fill out, including user-defined fields. The right list contains all the fields that are displayed for you to fill out when creating a new ticket.

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To display an additional field in a new ticket, select it in the left list and either drag and drop it into the right list or click the top of the two buttons located directly between the lists. This will make the field available for new tickets. Fields that have already been used are highlighted in light blue in the left list.

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In the right-hand list, you can now arrange the fields in the ticket using the First, Up, Down, and Last buttons. First and Last move the field to the beginning or end of the list, respectively, while Up and Down move the field up or down by one position.

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If a field is to be required, check the box in the “Required Field” column for that field in the right-hand list.

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=== **Contact-Related Fields** ===

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This section covers customizable fields related to the contact person—that is, the person who submitted the support request. Here, you’ll see two field lists side by side. The left list shows all available fields that you can fill out, including custom fields. The right list contains all fields that will be displayed for you to enter when creating a new ticket.

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To display an additional field in a ticket, select it in the left list and either drag and drop it into the right list or click the top of the two buttons located directly between the lists. This adds the field to the ticket. Fields that are already in use are highlighted in light blue in the left list.

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In the right-hand list, you can now arrange the fields in the ticket using the First, Up, Down, and Last buttons. First and Last move the field to the beginning or end of the list, respectively, while Up and Down move the field up or down by one position.

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If a field is to be required, check the box in the “Required Field” column for that field in the right-hand list.

= Print Tickets =

Using the //Print Tickets// setting, you can select the ACMP reports you want to use for the printout. The available reports are listed here in both German and English. The report marked as “Default” is used when you select the Print button in the Helpdesk. All other selected reports are available in the drop-down menu. You can only select one report at a time, which is preselected and suggested to you in the Helpdesk.

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[[image:68_Einstellungen_Tickets drucken_879.png||alt="68_Einstellungen_Helpdesk_Ausdruck_1220.png" data-xwiki-image-style-alignment="center"]]

Ticket Printouts

The available reports are suggested to you both in the preview and in the printed document itself.

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If you want to use another report from the list of available reports, you can simply drag it into the right-hand field or select it by double-clicking and place it there.

= Time Tracking =

Here, you can enable or disable time tracking for editing Helpdesk tickets.

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If the “Show time tracking dialog when adding a comment” checkbox is activated, a dialog box will automatically open when you add a comment, allowing you to record your working time. The comment also serves as a description of the working time.

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If the “Require entry of working times when closing a ticket” checkbox is selected, a dialog box will automatically open when the ticket is closed, allowing you to record the working times.

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[[image:68_System_Einstellungen_Helpdesk_Zeiterfassung_612.PNG||data-xwiki-image-style-alignment="center"]]

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Settings (Time Tracking)

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Wiki source code of Helpdesk

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