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Add Opens the template for creating a new ticket. |
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Templates Opens the Template Manager (see Ticket templates) |
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Open ticket No. Opens the ticket with the number specified in the input field. |
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Manage contacts Opens the Contact Manager (see Manage contacts). |
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Select queries for the start page Opens a dialog from which you can select up to three queries for your start page. |
The start page provides an overview of your tickets. You can archive up to three queries (see Management) on this page. These queries are executed and updated automatically when the ACMP console is launched. In this way you can see immediately if a new ticket was generated or assigned to you.
Ticket management
If you call the start page at a later stage, you can update the data by clicking the matching icon in the quick access toolbar or the F5 hotkey. This is unavoidable for reasons of system performance.
Depending on the type and Escalation: tickets will be highlighted differently:
Unread |
This ticket has not yet been read by the current user. |
Updated |
This ticket has been read by the current user, but it has been updated by another user, e.g., by writing a comment. |
Reminder |
This ticket is earmarked for resubmission. |
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Escalation level 1 |
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Escalation level 2 |
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Escalation level 3 |
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Escalation level 4 |
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Escalation level 5 |
New ticket
To create a new ticket, click Add. For more information, see the section Dealing with tickets. There is also the possibility of creating tickets from Templates .
Select query for start page
To place your personal queries on the start page, click the icon in the quick access toolbar or on the button directly on the start page. The button is only visible as long as you have not added any query to the start page.
A window now opens on the left side of which there is a list of all queries in their respective categories. The right side is subdivided into three sections. This segmentation reflects the later subdivisions of the start page if you assign a query to all three fields.
To now place a query on your home start page, move it with drag & drop from the left side to the desired field. Now populate up to three fields in this way. When you place a query, the query name appears with a button underneath it. This button gives you the option to remove the query again from the start page.
Click OK to close this window. The queries will now appear immediately on your start page and provide you with the required information.
Open ticket
If you know the ID of a given ticket, you can enter this ID directly in the input field for the quick access toolbar. In this way you can directly open the corresponding ticket.
Full text search
The condition to use the full text search across all tickets is the installed and activated full text search on the SQL server. To ensure that it will run a SQL script in any ACMP update to check the existence of the full text search in the SQL server.
The entered search text will we adapted after successfully check. Spaces are replaces by " AND ". If within the search text already an "AND" or "OR", so the seach text will not be adapted.
Last change on 28.11.2014