Contact
Enter in these fields the name of the person who is affected by the problem. If this person has already been saved as a contact, you will be offered a list of persons who match your input. If the person is unknown to the system, you will be asked, when saving the ticket, if you want to save this person as a contact (see Manage contacts) in the system. If you enter an existing contact, you can view the details of the contact using the contact details button.
Clients associated with contact
When clicking on the Clients button of the contact, a window listing all clients who are associated with the contact will pop up (see Manage contacts). If you select a client, the most important information of the client will be displayed directly. By clicking on the Client Details button, all data of the client are displayed. To associate a client with the ticket, select a client and click on Link. If only one client is associated to the contact, this client will be automatically linked with the ticket as soon as you click on the Link clients of the contact button.
Note: |
If you associate a client with the ticket which is assigned to the contact, the link will remain in place even if you change the client assignment to the contact at a later stage. |
If at least one phone number is assigned to the contact, this phone number can be dialled directly via the phone button. A list of stored phone numbers, from which you can select the desired number, is provided. This requires an installed and activated ACMP Notifier, as well as an existing CTI license.
Tickets cannot be saved without entering the contact person in the database. This is for licence-related legal reasons; on the other hand, it is intended to make ACMP easier to use.
Ticket details
Enter the title which is to be assigned to the ticket in this field. You can also save a description and keywords. With the help of keywords, it is possible to find similar tickets in the system or the knowledge base. Multiple keywords can be specified in any format. By clicking on the Unhide/hide format bar button, additional formating options for the description text are available. There is also an option for embedding images. With the help of the Create ticket button, the ticket will be saved and archived in the database.
At the bottom of the input screen you have the option to assign attachments or similar tickets to the new ticket. These categories are divided into three tabs.
To assign a client to the ticket, select the appropriate tab and click on the Add icon on the right side. It opens a dialog that provides the familier queries from the query management and also displays the queries opened there. If you run a query in this dialog, it will also be opened in the Browse and Management. Select one or more clients from a query and click on Add. These clients are now added to the list. The Add clients of the contact icon has the same function as the corresponding button in the contact area. Alternatively, a client from an already open query can simply be added using the drag & drop function.
Link clients
With the Run Client Command icon, it is possible to run any Client Command on the client. You will find further information at: Run Client Command. The Rescan client icon opens an overview of the Client tasks (see Client Tasks) on which you can perform these tasks.
You can place a checkmark (solved) behind a client, when the problem described in the ticket has been solved on the client. This change can be entered in edit mode (see Saved ticket). This gives you a good overview if the relevant problem occurred on several clients or continues to occur.
Add attachments
To assign attachments to the tickets, select the appropriate tab and click on the Add icon. This will display a file selection dialog by means of which you can add your attachment to the ticket. You can then select the attachment and assign a comment to it by means of the corresponding icon.
Link tickets
To assign the further tickets to the ticket, select the Link ticket tab. By means of the Add icon, you can open a new window in which you can enter the Ticket ID of the ticket, which is to be added, or launch a search for a ticket. Then you can select a ticket and add it to the new ticket. Before that, you can decide if the selected ticket is to be assigned to the new ticket as a duplicate or merely as a reference. Duplicate in this context means that the linked ticket describes exactly the same problem as the current one. Something like this is possible, for example, if several persons detect the same error and then report it. A reference describes similar problems than the one in the current ticket. If the original tickets, which were linked or deleted, the links are automatically deleted as well.
Ticket details
In this area, you can enter some details of the recording of the ticket. For example, you can enter the name of the person who has recorded the ticket in the Editor field. By default, the current user is automatically entered here. In the Edit mode (see Saved ticket) you can later enter here a new editor and thus leave the processing of the ticket to him. In the Status field, you can enter the current status of the ticket, in other words if it is Created, Viewed, In progress, Pending or Closed. At the outset, the status of the ticket should be Created, which can and should be changed by other employees during the processing of the support request.
Furthermore, you can enter the category under which the ticket is to be classified. The categories, Printer, Hardware and Software are entered by default. However, you can also create, edit or even delete your own categories. See this regard in section Categories for reference purposes. The priority indicates the importance of the support request and how quickly it should be processed. Here you can choose between Trivial, Normal, Important and Critical. For example, you can filter the most important tickets via a self-designed query and process them first.
Options
Here you will find the option to set an automatic reminder for the ticket. For more information, see section Reminder.
Last change on 10.03.2014