Changes for page Helpdesk

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

From 2.3 to 2.2

From version 4.1

edited by Sabrina V.
on 2026/07/29 07:54

Change comment: There is no comment for this version

To version 2.3

edited by Sabrina V.
on 2026/07/27 06:10

Change comment: There is no comment for this version

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@@ -61,7 +61,7 @@
  {{/figure}}
--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.
++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.
  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.
@@ -79,7 +79,7 @@
  {{/figureCaption}}
  {{/figure}}
--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.
++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.
  {{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.
@@ -127,13 +127,14 @@
  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="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.
++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="HEmailTemplatesforEscalations"]]). 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="HE-MailVorlagenfFCrEskalationen"]]). 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.
@@ -324,7 +324,7 @@
  {{/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="HActions"]] 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="HAktionen"]] 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.
@@ -331,6 +331,7 @@
  {{/aagon.infobox}}
++
  === **Edit Rule** ===
  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.
@@ -352,22 +352,15 @@
  You can choose from the following actions:
  |**Actionfield**|** Description**
--|Edit Assignee|(((
--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]].
--)))
--|Change Business Impact|(((
--This action changes the business impact of the ticket. You can choose between the values //Company, Department, Single Client, Single Server//, and //Site//.
--)))
--|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="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//.
--)))
--|Change state|Change the ticket's state. You can choose from Created, Viewed, In Progress, and Pending.
--|Change ticket field|Change the value or checkbox status (checked/inactive) of any custom field to a new value
++|Bearbeiter ändern|Ändern Sie den Bearbeiter des Tickets. Sie können hierbei auf alle angelegten Benutzer zurückgreifen, die Zugriff auf den Helpdesk haben. Diese Einstellung können Sie in der [[Benutzerverwaltung>>doc:ACMP.610.ACMP-Solutions.System.Benutzerverwaltung.WebHome]] angeben.
++|Business Impact ändern|Mit dieser Aktion ändern Sie den Business Impact des Tickets. Sie können zwischen den Werten //Company, Department, Single Client, Single Server// und //Site //wählen.
++|E-Mail versenden|Sie können eine E-Mail mit Freitext erstellen, die bei dieser Aktion versendet wird. Sie können hierbei einen Empfänger angeben sowie Empfänger auf CC und BCC setzen. Sie sind dabei nicht an bereits vorhandene Kontakte gebunden, sondern können auch neue E-Mail-Adressen angeben.
++|E-Mail Vorlage versenden|Wählen Sie zunächst aus, ob Sie eine [[interene E-Mail Vorlage>>doc:||anchor="HInterneE-MailVorlagen"]] oder eine [[Kontakt E-Mail Vorlage>>doc:||anchor="HKontaktE-MailVorlagen"]] verwenden wollen. Geben Sie anschließend an, wer der Empfänger der E-Mail sein soll.
++|Kategorie ändern|Ändern Sie die Kategorie des Tickets. Sie können eine Ihrer definierten [[Kategorien>>doc:||anchor="HKategorien"]] auswählen.
++|Lösung ändern|Ändern Sie die Lösung des Tickets. Sie können einer Ihrer definierten [[Lösungen>>doc:||anchor="HLF6sungen"]] auswählen.
++|Priorität ändern|Ändern Sie die Priorität des Tickets. Sie können zwischen //Trivial, Normal, Wichtig und Kritisch// wählen.
++|Status ändern|Ändern Sie den Status des Tickets. Sie können zwischen Erzeugt, Angesehen, In Bearbeitung und Wartend wählen.
++|Ticketfeld ändern|Ändern Sie den Wert oder Checkbox-Status (aktiv/inaktiv) eines beliebigen benutzerdefinierten Feldes in einen neuen Wert
  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.