Changes for page Self Service Web Interface

Summary

• Page properties (1 modified, 0 added, 0 removed)

Details

Page properties

Content

...	...	@@ -21,7 +21,7 @@
21	21
22	22	= Structure of the Self Service Web Interface =
23	23
24		-The Self Service 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, in the top right-hand corner, where you can also change your password if necessary.
	24	+The Self Service 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, in the top right-hand corner, where you can also change your password if necessary.
25	25
26	26	== Info ==
27	27
...	...	@@ -43,7 +43,7 @@
43	43	**Tip**: Please refer to the chapter [[Structure of a grid in ACMP>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome]] for additional configuration options.
44	44	{{/box}}
45	45
46		-In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. For the fields "Ticket ID“, „Ticket Title“ and „Last Change to Ticket“, 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:1762852801559-560.png]]. For the "Ticket Status" column, a preselection is made based on predefined fields
	46	+In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. For the fields "Ticket ID“, „Ticket Title“ and „Last Change to Ticket“, 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:1762852801559-560.png]]. For the "Ticket Status" column, a preselection is made based on predefined fields
47	47
48	48	=== Create tickets in the Self Service Helpdesk ===
49	49
...	...	@@ -75,7 +75,7 @@
75	75	If you want to change the content of the ticket, you must explicitly click on [[image:1762852955138-537.png]] //Edit//.
76	76	{{/aagon.infobox}}
77	77
78		-Whether the images are automatically displayed in the tickets depends largely on the [[settings>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HGeneral"]] you have specified. 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. If you want to change basic information on the ticket, e.g. because additional data needs to be added to the description that has not yet been entered, you must click on [[image:1762852972646-675.png]]// Edit//. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.
	78	+Whether the images are automatically displayed in the tickets depends largely on the [[settings>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HAllgemein"]] you have specified. 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. If you want to change basic information on the ticket, e.g. because additional data needs to be added to the description that has not yet been entered, you must click on  [[image:1762852972646-675.png]]//Edit//. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.
79	79
80	80	=== Comment on tickets ===
81	81
...	...	@@ -82,6 +82,7 @@
82	82	The comment function allows end users to provide additional information that may need to be recorded after the ticket has been created (e.g. to document their own attempts, etc.). All comments receive a timestamp and the name of the person who made the comment is displayed. Fill in the comment box as required. To receive additional emails, you must provide a valid address. Then click on //Add comment.//
83	83
84	84
	85	+
85	85	[[Comment function when editing tickets>>image:69_Web Interface_Ticket kommentieren Self Service_711.png]]
86	86
87	87	{{aagon.infobox}}
...	...	@@ -94,6 +94,8 @@
94	94
95	95	[[Overview of articles in the Knowledge Base>>image:69_Web Interface Knowledge Base_1021.png]]
96	96
	98	+
	99	+
97	97	=== Detailed view of a knowledge base article ===
98	98
99	99	Open the article of your choice. The articles are structured as follows: The first row contains the title of the article ("How do I open the Software Kiosk?") and general information about which user created or last changed the article and when. The first box below contains the question that the article addresses. Below that is the answer box. If files have been attached to the article (Images, PDFs, etc.), these are listed in the //attachments// (last box on the page) and can be downloaded separately.
...	...	@@ -101,6 +101,8 @@
101	101
102	102	[[Example of an article in the Knowledge Base>>image:69_Web Interface Helpdesk_Knowledge Base Artikel.png]]
103	103
	107	+
	108	+
104	104	== Edit user profile ==
105	105
106	106	The user profile can be opened at any time by clicking on the button of the same name in the top right-hand corner. Click on the button > //Profile// to see the details of the logged-in user. Here you have the option to change your password. To do so, enter your current password and enter a new one in the two lines below, then click on //Save password//.