Changes for page Helpdesk

Last modified by Sabrina V. on 2026/10/06 10:13

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From 2.3 to 3.1

From version 3.1

edited by Sabrina V.
on 2026/07/27 06:17

Change comment: There is no comment for this version

To version 5.1

edited by Sabrina V.
on 2026/10/06 10:13

Change comment: There is no comment for this version

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@@ -20,7 +20,7 @@
  {{figure}}
--[[image:68_System_Einstellungen_HelpdeskE-Mail_1404.png||alt="63_System_Einstellungen_HelpdeskE-Mail_1434.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_HelpdeskE-Mail_1404.png||alt="63_System_Einstellungen_HelpdeskE-Mail_1434.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Email)
@@ -31,7 +31,7 @@
  |Template language|First, select the language in which the email templates will be used. Choose either English or German.
  |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.”
  |Default Font/Size|You can define a default for ticket comments here.
--|Email Signature|Enter a signature. It will be included in every email sent by ACMP.
++|Email Signature|Enter a signature. It will be included in every email sent by acmp.
  |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.
  If you do not want to import any email attachments, enter 0 KB.
  |Excluded Attachment Extensions|(((
@@ -53,7 +53,7 @@
  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.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png||alt="63_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png||alt="63_System_Einstellungen_Helpdesk_E-MailVorlagenfürEskalationen_1278.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Email Templates for Escalations
@@ -61,7 +61,7 @@
  {{/figure}}
--These templates correspond to the various escalation levels that you can define in an escalation (see [[Escalations>>doc:||anchor="HEskalationen"]]) and are visible to all ACMP Users with the Helpdesk role.
++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.
  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.
@@ -72,7 +72,7 @@
  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.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Eskalationen_1280.png||alt="63_System_Einstellungen_Helpdesk_Eskalationen_1280.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Eskalationen_1280.png||alt="63_System_Einstellungen_Helpdesk_Eskalationen_1280.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings: Escalations
@@ -79,7 +79,7 @@
  {{/figureCaption}}
  {{/figure}}
--You can [[manage>>doc:||anchor="HEskalationenverwalten"]] 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.
++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.
  {{aagon.warnungsbox}}
  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.
@@ -98,7 +98,7 @@
  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.
  (% style="text-align:center" %)
--[[image:XWiki.Images.WebHome@hmfile_hash_a20ddad0.png||alt="7.5.5.2.1 - EskalationHinzufuegen" height="599" width="712"]]
++[[image:XWiki.Images.WebHome@hmfile_hash_a20ddad0.png||alt="7.5.5.2.1 - EskalationHinzufuegen" data-cmp-info="10" height="599" width="712"]]
  Settings: Add escalation
  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]].
@@ -109,11 +109,11 @@
  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:
--|(% style="width:145px" %)[[image:ticketescalationlevel_1_zoom50.png||alt="TicketEscalationLevel_1" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 1
--|(% style="width:145px" %)[[image:ticketescalationlevel_2_zoom50.png||alt="TicketEscalationLevel_2" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 2
--|(% style="width:145px" %)[[image:ticketescalationlevel_3_zoom50.png||alt="TicketEscalationLevel_3" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 3
--|(% style="width:145px" %)[[image:ticketescalationlevel_4_zoom50.png||alt="TicketEscalationLevel_4" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 4
--|(% style="width:145px" %)[[image:ticketescalationlevel_5_zoom50.png||alt="TicketEscalationLevel_5" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 5
++|(% style="width:145px" %)[[image:ticketescalationlevel_1_zoom50.png||alt="TicketEscalationLevel_1" data-cmp-info="10" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 1
++|(% style="width:145px" %)[[image:ticketescalationlevel_2_zoom50.png||alt="TicketEscalationLevel_2" data-cmp-info="10" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 2
++|(% style="width:145px" %)[[image:ticketescalationlevel_3_zoom50.png||alt="TicketEscalationLevel_3" data-cmp-info="10" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 3
++|(% style="width:145px" %)[[image:ticketescalationlevel_4_zoom50.png||alt="TicketEscalationLevel_4" data-cmp-info="10" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 4
++|(% style="width:145px" %)[[image:ticketescalationlevel_5_zoom50.png||alt="TicketEscalationLevel_5" data-cmp-info="10" height="16" width="16"]]|(% style="width:1216px" %)Escalation Levels 5
  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.
  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.
@@ -120,7 +120,7 @@
  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.
  (% style="text-align:center" %)
--[[image:XWiki.Images.WebHome@hmfile_hash_e2f2d636.png||alt="7.5.5.2.1 - Levels" height="598" width="714"]]
++[[image:XWiki.Images.WebHome@hmfile_hash_e2f2d636.png||alt="7.5.5.2.1 - Levels" data-cmp-info="10" height="598" width="714"]]
  Settings: Add an escalation level
  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.
@@ -127,14 +127,13 @@
  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.
++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.
--“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.
++“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.
  After the configuration of the escalation levels, click “Done” to create this escalation.
--
  === **Edit Escalation** ===
  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.
@@ -186,7 +186,7 @@
  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.”
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Lösungen_1039.png||alt="63_System_Einstellungen_Helpdesk_Lösungen_1039.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Lösungen_1039.png||alt="63_System_Einstellungen_Helpdesk_Lösungen_1039.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Solutions)
@@ -201,7 +201,7 @@
  In this section, you can specify the languages to be included in the spell check.
--During the installation of ACMP 5.4, the German and English dictionaries are already included.
++During the installation of acmp 5.4, the German and English dictionaries are already included.
  === **Add Language** ===
@@ -235,7 +235,7 @@
  Please note that the adjustments are saved in the local profile and are therefore available on other clients.
  Storage location of the local dictionary:
  %LOCALAPPDATA%\Aagon\ACMPConsole
--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.
++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.
  {{/aagon.infobox}}
  = Rules =
@@ -243,7 +243,7 @@
  In this section, you can configure rules that are triggered by specific Events.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Regeln_1039.png||alt="63_System_Einstellungen_Helpdesk_Regeln_1039.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Regeln_1039.png||alt="63_System_Einstellungen_Helpdesk_Regeln_1039.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Configure Rules
@@ -254,25 +254,25 @@
  You have the following options for editing rules:
  |(((
--[[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"]]
++[[image:ACMP.63.ACMP-Solutions.Client-Management.Managed Software.Managed Software einrichten.System-Einstellungen für Managed Software anpassen.WebHome@Add.ico||alt="add" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Opens a wizard for adding a new rule to the selected event.
  |(((
--[[image:XWiki.Images.WebHome@edit.png||alt="Edit" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@edit.png||alt="Edit" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Opens a wizard for editing the selected rule.
  |(((
--[[image:XWiki.Images.WebHome@delete.png||alt="Delete" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@delete.png||alt="Delete" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Deletes the selected rule.
  |(((
--[[image:XWiki.Images.WebHome@priority_first.png||alt="Priority_First" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_first.png||alt="Priority_First" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Moves the selected rule to the top of the Event.
  |(((
--[[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"]]
++[[image:ACMP.63.First Steps im ACMP.Aufbau der Console.Ribbonleiste.WebHome@Priority_Up.svg||alt="Priority_Up" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Moves the selected rule up one position within the Event.
  |(((
--[[image:XWiki.Images.WebHome@priority_down.png||alt="Priority_Down" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_down.png||alt="Priority_Down" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Moves the selected rule down one position within the Event.
  |(((
--[[image:XWiki.Images.WebHome@priority_last.png||alt="Priority_Last" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_last.png||alt="Priority_Last" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
  )))|Moves the selected rule to the end of the event.
  Moves the selected rule to the end of the event.
@@ -279,7 +279,7 @@
  |=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 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.
@@ -306,7 +306,7 @@
  After selecting the event to which the rule should apply, click the //Add Rule// button. This will open the wizard for creating the rule.
  {{figure}}
--[[image:63_System_Einstellungen_Helpdesk_Regelnhinzufügen_713.png||data-xwiki-image-style-alignment="center"]]
++[[image:63_System_Einstellungen_Helpdesk_Regelnhinzufügen_713.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Add rule
@@ -317,7 +317,7 @@
  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.
  {{figure}}
--[[image:63_System_Einstellungen_Helpdesk_Regeln_Bedingungen_720.png||data-xwiki-image-style-alignment="center"]]
++[[image:63_System_Einstellungen_Helpdesk_Regeln_Bedingungen_720.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Configure Conditions
@@ -325,7 +325,7 @@
  {{/figure}}
--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="HAktionen"]] to be performed by the rule.
++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.
  {{aagon.infobox}}
  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.
@@ -348,7 +348,7 @@
  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.
--[[Add an action>>image:Aktionen_Übersicht.png||alt="Aktion hinzufügen"]]
++[[Add an action>>image:Aktionen_Übersicht.png||alt="Aktion hinzufügen" data-cmp-info="10"]]
  You can choose from the following actions:
@@ -361,9 +361,9 @@
  )))
  |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.
--|Send email template|First, choose whether you want to use an [[internal email template>>doc:||anchor="HInterneE-MailVorlagen"]] or a [[contact email template>>doc:||anchor="HKontaktE-MailVorlagen"]]. Then specify who the recipients of the email should be.
--|Change category|Change the tickets category. You can select one of your defined [[categories>>doc:||anchor="HKategorien"]].
--|Change solution|Change the resolution of the ticket. You can select one of your defined [[resolutions>>doc:||anchor="HLF6sungen"]].
++|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.
++|Change category|Change the tickets category. You can select one of your defined [[categories>>doc:||anchor="HCategories"]].
++|Change solution|Change the resolution of the ticket. You can select one of your defined [[resolutions>>doc:||anchor="HSolutions"]].
  |Change priority|(((
  Change the ticket's priority. You can choose between //Minor, Normal, Important, and Critical//.
  )))
@@ -379,7 +379,7 @@
  In this section, you can define text modules for creating Helpdesk tickets.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Textbausteine_1280.png||alt="63_System_Einstellungen_Helpdesk_Textbausteine_1280.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Textbausteine_1280.png||alt="63_System_Einstellungen_Helpdesk_Textbausteine_1280.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Configure text moduls
@@ -395,7 +395,7 @@
  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.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Ticketfelder_1812.png||alt="63_System_Einstellungen_Helpdesk_Ticketfelder_1812.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Ticketfelder_1812.png||alt="63_System_Einstellungen_Helpdesk_Ticketfelder_1812.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Ticket fields)
@@ -425,10 +425,10 @@
  = 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.
++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.
  {{figure}}
--[[image:68_Einstellungen_Tickets drucken_879.png||alt="68_Einstellungen_Helpdesk_Ausdruck_1220.png" data-xwiki-image-style-alignment="center"]]
++[[image:68_Einstellungen_Tickets drucken_879.png||alt="68_Einstellungen_Helpdesk_Ausdruck_1220.png" data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Ticket Printouts
@@ -448,7 +448,7 @@
  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.
  {{figure}}
--[[image:68_System_Einstellungen_Helpdesk_Zeiterfassung_612.PNG||data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Zeiterfassung_612.PNG||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Time Tracking)