Changes for page Helpdesk

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

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From 2.1 to 1.6

From version 5.1

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

Change comment: There is no comment for this version

To version 2.1

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

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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_HelpdeskE-Mail_1404.png||alt="63_System_Einstellungen_HelpdeskE-Mail_1434.png" 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-cmp-info="10" 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-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="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.
@@ -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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Eskalationen_1280.png||alt="63_System_Einstellungen_Helpdesk_Eskalationen_1280.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings: Escalations
@@ -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.
@@ -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" data-cmp-info="10" height="599" width="712"]]
++[[image:XWiki.Images.WebHome@hmfile_hash_a20ddad0.png||alt="7.5.5.2.1 - EskalationHinzufuegen" 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" 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
++|(% 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
  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" data-cmp-info="10" height="598" width="714"]]
++[[image:XWiki.Images.WebHome@hmfile_hash_e2f2d636.png||alt="7.5.5.2.1 - Levels" 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.
@@ -127,13 +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 (see [[Using Variables>>doc:ACMP.610.Arbeiten mit der ACMP Console.Shortcuts und Variablen.Nutzung von Variablen.WebHome]]).
--“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.
@@ -149,6 +149,7 @@
  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.
@@ -164,6 +164,7 @@
  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.
@@ -185,7 +185,7 @@
  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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Lösungen_1039.png||alt="63_System_Einstellungen_Helpdesk_Lösungen_1039.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Solutions)
@@ -196,11 +196,12 @@
  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.
--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** ===
@@ -217,6 +217,7 @@
  {{/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.
@@ -226,6 +226,7 @@
  {{/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.
@@ -234,7 +234,7 @@
  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 =
@@ -242,7 +242,7 @@
  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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Regeln_1039.png||alt="63_System_Einstellungen_Helpdesk_Regeln_1039.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Configure Rules
@@ -253,122 +253,113 @@
  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-cmp-info="10" 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-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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@edit.png||alt="Edit" 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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@delete.png||alt="Delete" 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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_first.png||alt="Priority_First" 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-cmp-info="10" 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-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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_down.png||alt="Priority_Down" 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-cmp-info="10" data-xwiki-image-style-alignment="center" height="32" width="32"]]
++[[image:XWiki.Images.WebHome@priority_last.png||alt="Priority_Last" 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.
--|=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
++|=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
  {{aagon.warnungsbox}}
--Please note that changes to an action are not saved until all other actions in the rule have been processed.
++Beachten Sie, dass Änderungen einer Aktion erst gespeichert werden, wenn auch alle restlichen Aktionen der Regel abgearbeitet wurden.
  {{/aagon.warnungsbox}}
++=== **Regel hinzufügen** ===
++Nachdem Sie das Event markiert haben, bei welchem die Regel greifen soll, klicken Sie auf den Button //Regel hinzufügen//. Anschließend öffnet sich der Wizard zur Erstellung der Regel.
--=== **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.
--
  {{figure}}
--[[image:63_System_Einstellungen_Helpdesk_Regelnhinzufügen_713.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:63_System_Einstellungen_Helpdesk_Regelnhinzufügen_713.png||data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
--Add rule
++Regeln hinzufügen
  {{/figureCaption}}
  {{/figure}}
--In the upper section, you can customize the event by clicking on ... . Now enter a name for the rule.
--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.
++Im oberen Bereich können Sie das Event anpassen, indem Sie auf ... klicken. Geben Sie nun einen Namen für die Regel ein.
++Per default ist jede Regel, die Sie neu hinzufügen aktiviert. Wenn Sie die Regel nicht aktivieren wollen, deaktivieren Sie die Checkbox Regel ist aktiv. Die zweite Checkbox bewirkt, dass alle folgenden Regeln dieses Ereignisses nicht mehr ausgeführt werden. Alle Aktionen die bis zu diesem Zeitpunkt ausgeführt wurden, können aber weitere Ereignisse auslösen. Diese ist per default deaktiviert. Im unteren Bereich können Sie eine optionale Beschreibung der Regel angeben. Auf der folgenden Seite können Sie Bedingungen angeben, die zur Ausführung der Regel erfüllt sein müssen. Sie können auf alle Kontakt- und Ticketfelder zurückgreifen.
++
  {{figure}}
--[[image:63_System_Einstellungen_Helpdesk_Regeln_Bedingungen_720.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:63_System_Einstellungen_Helpdesk_Regeln_Bedingungen_720.png||data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
--Configure Conditions
++Bedingungen konfigurieren
  {{/figureCaption}}
  {{/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.
++Bereits hinzugefügte Bedingungen können Sie über das Kontextmenü kopieren und entfernen. Nachdem Sie alle Bedingungen festgelegt haben, gelangen Sie mit Weiter zu den [[Aktionen>>doc:||anchor="HAktionen"]] die mit der Regel durchgeführt werden sollen.
  {{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.
++Wenn die Regel bei jedem Event ausgelöst werden soll, können Sie die Bedingungen auch leer lassen und direkt mit Weiter die Aktion festlegen.
  {{/aagon.infobox}}
++=== **Regel bearbeiten** ===
--=== **Edit Rule** ===
++Um eine bestehende Regel zu bearbeiten markieren Sie diese und wählen Sie Regel bearbeiten. Es öffnet sich ein Wizard, mit dem die Allgemeinen Informationen, die Bedingungen und die Aktionen angepasst werden können.
--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.
++=== **Regel löschen** ===
--=== **Delete Rule** ===
++Zum Löschen einer Regel markieren Sie diese und wählen Sie Regel löschen. Nachdem Sie die Warnung mit Ja bestätigt haben, wird die Regel entfernt.
--To delete a rule, select it and choose “Delete Rule.” After you confirm the warning by clicking “Yes,” the rule will be removed.
++=== **Regeln sortieren** ===
--=== **Sort Rules** ===
++Sie haben die Möglichkeit die Priorität der Regeln innerhalb der Events zu definieren. Markieren Sie hierzu die zu verschiebende Regel und wählen Sie den entsprechenden Pfeil aus.
--You can define the priority of rules within events. To do this, select the rule you want to move and click the corresponding arrow.
++== Aktionen ==
--== Actions ==
++Um eine Aktion zur Regel hinzuzufügen, klicken Sie mit einem Doppelklick auf die Regel oder ziehen Sie die Regel per Drag&Drop in das Fenster Ausgewählte Aktionen. Anschließend öffnet sich ein Dialog, mit dem Sie die Aktion konfigurieren können.
--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.
++[[Aktion hinzufügen>>image:Aktionen_Übersicht.png||alt="Aktion hinzufügen"]]
--[[Add an action>>image:Aktionen_Übersicht.png||alt="Aktion hinzufügen" data-cmp-info="10"]]
++Sie können zwischen folgenden Aktionen wählen:
--You can choose from the following actions:
++|**Aktionsfeld**|** Beschreibung**
++|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
--|**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
--
  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.
  Finally, click the Save button on the ribbon bar to apply all changes.
@@ -378,7 +378,7 @@
  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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Textbausteine_1280.png||alt="63_System_Einstellungen_Helpdesk_Textbausteine_1280.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Configure text moduls
@@ -389,12 +389,13 @@
  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.
  {{figure}}
--[[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"]]
++[[image:68_System_Einstellungen_Helpdesk_Ticketfelder_1812.png||alt="63_System_Einstellungen_Helpdesk_Ticketfelder_1812.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Ticket fields)
@@ -402,6 +402,7 @@
  {{/figure}}
++
  === **Ticket Related Fields** ===
  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.
@@ -424,10 +424,10 @@
  = 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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_Einstellungen_Tickets drucken_879.png||alt="68_Einstellungen_Helpdesk_Ausdruck_1220.png" data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Ticket Printouts
@@ -438,6 +438,8 @@
  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.
@@ -447,7 +447,7 @@
  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-cmp-info="10" data-xwiki-image-style-alignment="center"]]
++[[image:68_System_Einstellungen_Helpdesk_Zeiterfassung_612.PNG||data-xwiki-image-style-alignment="center"]]
  {{figureCaption}}
  Settings (Time Tracking)