Shortcuts and variables
ACMP provides you with specific shortcuts and predefined variables that enable you to work consistently and efficiently across the entire console.
These enable faster navigation, simplify recurring work steps, and ensure that configurations, scripts, and automations can be implemented in a uniform and clear manner.
Using Shortcuts
ACMP allows you to use global keyboard shortcuts to quickly perform various actions. Some of the shortcuts are solution specific.
General actions
| Shortcuts | Related actions |
|---|---|
| F1 | Open Online Help |
| F5 | Refresh |
| Ctrl + S | Save |
| Ctrl + F | Find/Hide |
| Ctrl + P | |
| Ctrl + Q | Open Quick Launch
The Quick Launch itself contains related shortcuts in the search. |
Note: Item actions
| Shortcut | Related action |
|---|---|
| Ctrl + N | Add item |
| Ctrl + E | Edit item |
| Del | Delete item |
| Ctrl + D | Duplicate item |
| F9 | Execute item |
Directory actions
| Shortcut | Related action |
|---|---|
| Shift + Ctrl + N | Add directory |
| Shift + Ctrl + E | Edit directory |
| Shift + Ctrl + Del | Delete directory |
| Shift + Ctrl + R | Rename directory |
Using Variables
ACMP specific variables can be used throughout the ACMP console to dynamically customise content.
These are specified in the format %variable name%, e.g. %TicketID%.
To make it easier for you to work with variables, you can display all existing variables at any time using the Ctrl +Space key combination in a kind of context menu. The variable names are close to the content. You can use variables to refer to ticket-related and contact-related fields, as well as to insert your own custom fields.
Contact fields
| Variable name | Corresponding field | Content |
| Contact_Company | Company name | |
| Contact_CostUnit | Cost Unit | |
| Contact_Department | Departments | |
| Contact_Fax | Fax number | |
| Contact_FirstName | First name | |
| Contact_Fullname | Full name | Created from the first and last name |
| Contact_LastName | Last Name | |
| Contact_Mail | Email address | |
| Contact_Mitarbeiterstatus_Status | Employee status | |
| Contact_Phone | Phone | |
| Contact_Phone2 | Phone 2 | |
| Contact_Phone3 | Phone 3 | |
| Contact_Phone4 | Phone 4 | |
| Contact_Titles | Title | |
| Contact_CustomFieldN | Custom Field N | N custom contact fields can be configured here. N stands for the unique numbering. |
Ticket field
| Variable name | Corresponding field | Content |
| Ticket_Assignee | Assignee | |
| Ticket_Assignee_FamilyName | Family name assignee | |
| Ticket_Assignee_IsGroup | Assignee is group | Possibe value:
|
| Ticket_Assignee_Name | Name of editor | |
| Ticket_Caption | Title | If the ticket is created by email, the title of the ticket corresponds to the subject line of the email. |
| Ticket_Category | Category | |
| Ticket_CategoryPath | Category path | Removed paths to the category of the tickets |
| Ticket_CreationDate | Creation date | |
| Ticket_Creator | Creator | |
| Ticket_CreatorType | Creator type | Possible values:
|
| Ticket_Description | Description | |
| Ticket_Impact | Business Impact | Possible values:
|
| Ticket_Keywords | Keywords | |
| Ticket_LastModified | Last modified | |
| Ticket_Priority | Priority | Possible values:
|
| Ticket_Resolution | Resolution | Possible values:
|
| Ticket_Resolution_Quantifier | Solution weighting | |
| Ticket_State | Status | Possible values:
|
| TicketGUID | Ticket-GUID | The unique ticket GUID is generated automatically and identifies the ticket in the database. The ticket GUID cannot be changed and is intended for use with the Web Interface. |
| TicketGuidUrl | Ticket-GUID-URL | This is where the ticket GUID is customised for use in hyperlinks. In connection with the web server URL, the ticket can be accessed directly from the Web Interface here. |
| TicketID | Ticket-ID | The unique ticket ID is generated automatically and identifies the ticket in the ACMP Console. The ticket ID cannot be changed. |
| Ticket_CustomFieldN | User defined ticket field N | N user-defined ticket fields can be configured here. N stands for the unique numbering. |
Comment fields
| Variable name | Corresponding field | Content |
| Comment_Text | Comment | |
| Comment_Creator | Username | |
| Comment_Creator_Name | First name of the creator | |
| Comment_Creator_FamilyName | Last name of the creator |