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.

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.

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.
 

Email Templates for Escalations

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.

These templates correspond to the various escalation levels that you can define in an escalation (see Escalations) 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.

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.

You can manage 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.

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.

Working Times

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.

Manage Escalations

Add Escalation

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.

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.

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:

	Escalation Levels 1
	Escalation Levels 2
	Escalation Levels 3
	Escalation Levels 4
	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.
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.

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.

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). 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).

“Notify Editor,” “Notify User,” and “Notify Group” are additional options. Standard emails are sent in these cases (see Email templates). 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.

Delete Escalation

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

Internal Email Templates

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.

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.

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.

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.
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.
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.

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% and replace SERVER with the name of the server on which the web interface is installed.

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.

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.

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.”

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.
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.

Add Language

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.

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

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.

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.

Rules

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

You have the following options for editing rules:

Moves the selected rule to the end of the event.

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.

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.

Bereits hinzugefügte Bedingungen können Sie über das Kontextmenü kopieren und entfernen. Nachdem Sie alle Bedingungen festgelegt haben, gelangen Sie mit Weiter zu den Aktionen die mit der Regel durchgeführt werden sollen.

Regel bearbeiten

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.

Regel löschen

Zum Löschen einer Regel markieren Sie diese und wählen Sie Regel löschen. Nachdem Sie die Warnung mit Ja bestätigt haben, wird die Regel entfernt.

Regeln sortieren

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.

Aktionen

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. 

Sie können zwischen folgenden Aktionen wählen: 

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.

Text Modules

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

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.
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. After making a change, save it by clicking Save in the ribbon.

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.

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.

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.

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

Contact-Related Fields

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.

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.

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.

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.

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

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.

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.