Changes for page Helpdesk

Last modified by Sabrina V. on 2026/07/29 07:54

From 1.6 to 2.1 From 2.2 to 2.3

From version 2.1

edited by Sabrina V.
on 2026/07/24 10:28

Change comment: There is no comment for this version

To version 2.2

edited by Sabrina V.
on 2026/07/27 05:34

Change comment: There is no comment for this version

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@@ -127,7 +127,7 @@
  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.
--You can use the “Use Custom Email” checkbox to send a predefined email (see [[Email templates>>doc:||anchor="HE-MailVorlagenfFCrEskalationen"]]). 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 (see [[Using Variables>>doc:ACMP.610.Arbeiten mit der ACMP Console.Shortcuts und Variablen.Nutzung von Variablen.WebHome]]).
++You can use the “Use Custom Email” checkbox to send a predefined email (see [[Email templates>>doc:||anchor="HE-MailVorlagenfFCrEskalationen"]]). 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.
  “Notify Editor,” “Notify User,” and “Notify Group” are additional options. Standard emails are sent in these cases (see [[Email templates>>doc:||anchor="HE-MailVorlagenfFCrEskalationen"]]). For the “Notify User/Group” option, you must also select the recipients.
@@ -150,7 +150,6 @@
  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.
@@ -166,7 +166,6 @@
  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.
--
  = Email Template Contact =
  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.
@@ -199,7 +199,6 @@
  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.
@@ -221,7 +221,6 @@
  {{/aagon.infobox}}
--
  === **Edit Language** ===
  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.
@@ -231,7 +231,6 @@
  {{/aagon.infobox}}
--
  === **Local Extensions** ===
  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.
@@ -282,23 +282,23 @@
  Moves the selected rule to the end of the event.
--|=Event|=Die Regel greift wenn, ...
--|Ticket erstellt|ein Ticket erstellt wird.
--|Ticket von ACMP Console erstellt|ein Ticket von der ACMP Console erstellt wird.
--|Ticket von SelfService erstellt|ein Ticket vom Self Service erstellt wird.
--|Ticket von E-Mail erstellt|ein Ticket per E-Mail erstellt wird.
--|Ticket von Client Command erstellt|ein Ticket von einem Client Command erstellt wird.
--|Ticket geändert|ein Ticket geändert wird.
--|Bearbeiter geändert|der Bearbeitereines Tickets geändert wird.
--|Kategorie geändert|die Kategorie eines Tickets geändert wird.
--|Status geändert|der Status eines Tickets geändert wird.
--|Ticket wieder geöffnet|ein bereits geschlossenes Ticket wieder geöffnet wird.
--|Priorität geändert|die Priorität eines Tickets geändert wird.
--|Business Impact geändert|der Business Impact geändert wird.
--|Lösung geändert|die Lösung eines Tickets geändert wird.
--|Ticket kommentiert|ein Ticket kommentiert wird.
--|Reopen Ticket|für ein bereits geschlossenes Ticket ein Kommentar via E-Mail eintrifft
--|Ticket kommentiert, sichtbar im Self Service|ein Ticket kommentiert wird, welches im Self Service sichtbar ist
++|=Event|=The rule applies when...
++|Ticket created|a ticket is created.
++|Ticket created by ACMP Console|a ticket is created from the ACMP Console.
++|Ticket created by SelfService|a ticket is created via Self Service.
++|Ticket Created from Email|a ticket is created via email.
++|Ticket created by Client Command|a ticket is created by a Client Command.
++|Ticket Changed|a ticket is changed.
++|Editor Changed|the assignee of a ticket is changed.
++|Change category|the category of a ticket is changed.
++|State Changed|the state of a ticket is changed.
++|Ticket is open again|a ticket that has already been closed is reopened.
++|Change priority|the priority of a ticket is changed.
++|Business Impact Changed|the business impact is changed.
++|Solution Changed|the resolution of a ticket is changed.
++|Ticket Commented On|a ticket is commented on.
++|Reopen Ticket|a comment is received via email regarding a ticket that has already been closed
++|Ticket comment, visible in Self Service|A ticket is commented on that is visible in Self Service
  {{aagon.warnungsbox}}
  Beachten Sie, dass Änderungen einer Aktion erst gespeichert werden, wenn auch alle restlichen Aktionen der Regel abgearbeitet wurden.