Changes for page Helpdesk Web Interface

Last modified by Sabrina V. on 2025/12/16 09:16

From 2.1 to 1.2

From version 3.1

edited by Sabrina V.
on 2025/12/16 09:16

Change comment: There is no comment for this version

To version 2.1

edited by Sabrina V.
on 2025/12/16 08:51

Change comment: There is no comment for this version

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@@ -26,11 +26,11 @@
  = Structure of the Web Interface =
--The Web Interface is divided into three areas or tabs: [[Info>>doc:||anchor="HInfo"]], [[Ticket Overview>>doc:||anchor="HTicketOverview"]] and [[//Knowledge Base//>>doc:||anchor="HKnowledgeBase"]]. In addition, you will find the [[Profile>>doc:||anchor="HEdituserprofile"]] with which you are logged in and where you can change your password if necessary in the top right-hand corner.
++The Web Interface is divided into three areas or tabs: [[Info>>doc:||anchor="HInformationen"]], [[Ticket Overview>>doc:||anchor="HTicketDCbersicht"]] and [[//Knowledge Base//>>doc:||anchor="HKnowledgeBase"]]. In addition, you will find the [[Profile>>doc:||anchor="HBenutzerprofilbearbeiten"]] with which you are logged in and where you can change your password if necessary in the top right-hand corner.
  == Info ==
--The //Info //tab lists the [[information pages>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HInfopage"]] that were created in the ACMP Console under the setting of the same name (//System// > //Settings// > //Web// //Interface// > //Information Page//) and that you have already seen when logging into the helpdesk. The prerequisite for this is that they have the status "Active" and are therefore current. If several pages are active at the same time, they are displayed collapsed one below the other. The order of the messages is identical to that in the settings.
++The //Info //tab lists the [[information pages>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HInfoseite"]] that were created in the ACMP Console under the setting of the same name (//System// > //Settings// > //Web// //Interface// > //Information Page//) and that you have already seen when logging into the helpdesk. The prerequisite for this is that they have the status "Active" and are therefore current. If several pages are active at the same time, they are displayed collapsed one below the other. The order of the messages is identical to that in the settings.
  [[Example of various info in the helpdesk>>image:69_Web Interface_Informationen_1018.png]]
@@ -52,7 +52,7 @@
  {{/box}}
--In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. You can use a [[free filter>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome||anchor="HFiltersinthegrid"]] [[image:1762845200616-386.png]] for the "Ticket ID", "Ticket Title", "Full Name" and "Ticket Creation Date" fields. For the two columns "Ticket Status" and "Email" a preselection is made based on predefined fields.
++In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. You can use a [[free filter>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome||anchor="HFilternimGrid"]] [[image:1762845200616-386.png]] for the "Ticket ID", "Ticket Title", "Full Name" and "Ticket Creation Date" fields. For the two columns "Ticket Status" and "Email" a preselection is made based on predefined fields.
  If the query results have been filtered, the corresponding filter appears below the results. The filter can be activated or deactivated using the selection box in front of the displayed filter. If the filter is not sufficient, it can be advanced and changed as desired. To do this, click on the filter text. A small dialogue box will open. If you click on an object here, all the options that you can use in the corresponding position will be displayed. To remove a filter and no longer apply it to the search results, click on //Delete// below the list.
@@ -90,7 +90,7 @@
  If you wish to change the above-mentioned areas, you must explicitly click on [[image:1762845527266-399.png]] //Edit//.
  {{/aagon.infobox}}
--Whether the images are automatically displayed in the tickets depends largely on the settings you have chosen (General settings: Automatically download embedded images in the Web Interface). If the images are hidden, placeholders are displayed instead and you can only click on the images to load them later. You can find the images under the attachments.
++Whether the images are automatically displayed in the tickets depends largely on the settings you have chosen (General settings: Automatically download embedded images in the web interface). If the images are hidden, placeholders are displayed instead and you can only click on the images to load them later. You can find the images under the attachments.
  As a user, you can change some information directly after creating a ticket without having to click on //Edit//. This data can be found in the "Info" section. Editable fields can be recognised by the icon ([[image:1762845593165-320.png]]) next to them (see Processor and Status).