Ticket Notes - Versionsgeschichte

Sgatzke: /* Auf Wiedervorlage antworten / Reply-Historie */

2013-08-29T15:01:10Z

‎Auf Wiedervorlage antworten / Reply-Historie

Sgatzke: /* Wiedervorlage erledigen */

2013-08-29T14:41:48Z

‎Wiedervorlage erledigen

Sgatzke: /* Other features */

2013-08-27T14:55:33Z

‎Other features

Sgatzke: /* Creating new ticket notes */

2013-08-27T14:34:48Z

‎Creating new ticket notes

Sgatzke: /* Creating new ticket notes */

2013-08-27T13:34:39Z

‎Creating new ticket notes

Sgatzke: /* Creating new ticket notes */

2013-08-27T11:58:20Z

‎Creating new ticket notes

Sgatzke: /* Creating new ticket notes */

2013-08-27T11:49:29Z

‎Creating new ticket notes

Sgatzke: /* Creating new ticket notes */

2013-08-27T11:48:58Z

‎Creating new ticket notes

Sgatzke: /* What are ticket notes? */

2013-08-27T11:38:47Z

‎What are ticket notes?

Sgatzke: /* What are ticket notes? */

2013-08-27T11:30:36Z

‎What are ticket notes?

@@ Zeile 59: / Zeile 59: @@
 When you have completed the task in the hold file you can set it to done. To do this you can click on X-Button in front of the hold file in the "Done" column. Now a green hook indicates that the hold file was set to done.  '''Please note that hold files that were set to done will be no longer displayed in the list of hold files in the dashboard!'''
-===Auf Wiedervorlage antworten / Reply-Historie===
+===Ticket note reply / Reply History===
-Wenn Sie bei einer bereits vorhandenen Aktion in der Spalte Wiedervorlage auf den Button "Antworten" klicken, können Sie direkt auf die Aktion antworten. Es öffnet sich das Fenster zum Anlegen einer neuen Aktion und der Text der Aktion auf die Sie antworten wird automatisch übernommen, wie auch der Mitarbeiter, der die Aktion angelegt hat, automatisch als Empfänger der neuen Wiedervorlage ausgewählt wird.
+By clicking on the reply button at an already exisiting ticket note in the "Reply/Edit" column you can directly add a new ticket note as an answer to the selected ticket note. The input form for a new ticket note will be opened and the text of the former note will be automatically inserted so that you can use this for any comments in your reply as also the employee who submitted the former hold file is automatically assigened as the recipient for this new hold file.
-Wenn Sie die neue Aktion nun anlegen, wird diese über die Reply-Historie direkt mit allen vorhergehenden Aktionen verknüpft, so dass Sie so eine interne Historie die Aktionen aufrufen können, wenn Sie bei diesen Aktionen auf '''[Reply-Historie]''' klicken. So wird die Übersichtlichkeit zwischen den verknüpften Aktionen erleichtert, gerade wenn in dem Vorgang mehrere Themen überschneidend bearbeitet werden.
+After saving your inputs and creating the nore it is now automatically linked though the reply-history with all former ticket notes, so that these create an internal history for this subject discussed in this notes inside a ticket. To access the individual reply history click on [Show reply history] in the text column at the respective ticket note. This improves the traceablity for the involved employees between the linked ticket notes especially when many different subjects are discussed within a ticket over a longer period of time
 === Creating Emails ===

@@ Zeile 56: / Zeile 56: @@
 == Other features ==
-===Wiedervorlage erledigen===
+===Completing a task/hold file===
-When you have finished the task in the hold file you can set it to done. To do this you can click on X-Button in front of the hold file in the "Done" column. Now a green hook indicates that the hold file was set to done.  '''Please note that hold files that were set to done will be no longer displayed in the list of hold files in the dashboard!'''
+When you have completed the task in the hold file you can set it to done. To do this you can click on X-Button in front of the hold file in the "Done" column. Now a green hook indicates that the hold file was set to done.  '''Please note that hold files that were set to done will be no longer displayed in the list of hold files in the dashboard!'''
 ===Auf Wiedervorlage antworten / Reply-Historie===

@@ Zeile 56: / Zeile 56: @@
 == Other features ==
-The action is completed and set reminders for you so you can close them, by clicking in the column "done" on the little circle button with the white X. The action is then characterized by a hook as completed and is no longer displayed in the list of your reminder in your dashboard.
+===Wiedervorlage erledigen===
 === Creating Emails ===

@@ Zeile 27: / Zeile 27: @@
 === Expenditure of time and priority ===
 In the field "Expenditure of time" you can optionally enter the time that was required to finish this task. This will be added to the total time for this ticket and will appear at the foot of the ticket note overview of  the ticket and can be transformed into an opportunity. You can also change the priority for a ticket note. The selected priority will also be shown in the list of the hold files on the dashboard.
 === Hold-file ===
-Want to set up a scheduled call, enter the desired date or calendar. A current overview of the calendar will be displayed.Click on the desired date. The selection is applied automatically in the calendar box.
+If you want to set up a hold file with a to-do you need to select the option "Holdfile" which is already preselected by default. Then you enter the desired date until when the hold files needs to be done. You can also click on the calendar preview button to get an overview of the calendar and you can click on the desired date. The date is applied automatically to the calendar fields. If the action for this hold file depends on a certain time you can add an alarm in the field "insert alarm at". You or the employee to whom the hold file is assigned will then receive an additional notification on the selected date and time.
-{{hinweis|Hold-files are make a list of to-do's, which are placed on a date. Hold-files are no dates, which are used for a fixed appointment at a fixed time.
+The hold-file as such will then appear in the dashboard of the selected employee.
-=== Ticket note without a hold-file ===
+{{hint|Hold-files are used to create a list of individual to-do's, and are not to be mistakenly used as appointments. It is possible to create appointments out of ticket notes but these are real appoinmtents as meetings or conference calls etc. at a fixed time which will then be also added to the calendar.}}
-=== Appointment ===
+=== Creating an Appointment out of a ticket note ===
-If you want to enter a date for a promotion in the "dates", to select described the date in the input field of resubmission as above. The time you enter in the time input field and select the date category. So, a date in the calendar is automatically associated with that address is entered.
+If you want to create an appointment out of a ticket note enter the date for the appointment in the a promotion in the line for the hold-file date and select the period of time and the ticket category from the list. The appointment will automatically be added to the calendar and also a new ticket note linked with the appointment will be added.
 === Assigning a contact person ===
-You either select a contact person to the action list quick selection (these are the contacts of the address) or in the AJAX search box, type the first few letters of the last name. WICE then automatically displays the found name. Now click on one of these names, and it is automatically associated with the action.
+You either select a contact person for this ticket note from the drop down list (here in this list the contact persons of the assigned address are included) or you can use the AJAX search box therefore you have to type the first few letters of the last name. WICE will then automatically display the matching names. Now click on one the name of the contact person that you want to assign, and it is automatically associated with this ticket note.
 === More options ===
-Set in the options, whether the action is already done, whether you completion
+In the options you select whether the ticket note is already set to done, which would be the case when the note was added just for info, without a hold-file or whether you want to be notified upon completion of the hold file via email.
-Inform others about this action by mail, select it from the dropdown. Also informed staff appear italic in the action under this action actually assigned employees.
+To inform others about this ticket note by email, select them from the list shown in "additional email notifications" and activate the check boxes.
-''''Please note that you list appears only when you assign the follow-up to another employee as himself or disable the 'no email notification' checkbox.'''
+''''Please note that the list only appears when you assign the follow-up/hold file to another employee as yourself or disable the "no email notification" checkbox.'''
-In addition, you can attach a document still to this action. To do this, click Browse and select the file in question.
+In addition, you can attach a file to this ticket note. To do this, click Browse and select the file in question.
-To save your data, press input store. The applied action appears automatically in the tab actions. Click on the date in the column Wiederv / edit, so return to the editing window of the action, to make changes.
+To save your inputs, click on '''Save'''. The new note appears automatically in the tab notes in the ticket.
 == Other features ==

@@ Zeile 11: / Zeile 11: @@
 == Creating new ticket notes ==
-To create a new action, click the button "New action". You will now receive a mask to the
+To create a new ticket note, click on the button '''New ticket note''' and you will see this input form:
 Create of a new action.
 {{Screenshot|Newticketnote.png|687|Form to enter a new ticket note}}
 === Entering the text for a ticket note ===
-Type the text of the action/follow-up. Choose from the list of employees
+Type the text of your note in the field "Text". The text that you enter here should describe what you have done or what needs to be done in case this ticket note will be forwarded as a hold file to you or any other of your colleagues. A ticket note can either be just for information to other employees, can contain a direct to-do or might also be created as a new appoitnment.
 === Assigning employees===
-Here select the employees for which you want to create the resubmission, or to which you want to give the task further. Your own staff is here by default pre-selected.
+Now you select the employee for which you want to create the hold file to deal with the new task. Your own employee is preselected here by default.
-{{Hinweis|If you are selected as recipients of the resubmission, the check box to send an additional email notification is automatically disabled and checkbox to select of another employee to send out notifications is not displayed. Only if you have a other employees to select or clear the check box for more email notifications, is displayed on the employee list in the box "other notifications" to choose}}
+{{Hint|If you are selected as the recipient of the hold file, the check box to send an additional email notification is automatically disabled therefore also the list to select other employees as recipients for further email notifications is not displayed. Only if you have selected another employee or deactivated the check box for further email notifications, the list of employees list is displayed in the box "additional email notifications to choose from!}}
-=== Expenditure of time ===
+===Assigning a media category for a ticket note===
-In the time field, enter the time required for this action. These
+You can assign a media category for each ticket note. By selecting the media category it is easier to find any other ticket notes with the same categories in the list of the ticket notes or in the document tab of the address. So you can specify how this kind of contact was established, for example via phone, fax or email or what kind of note it is, an offer, invoice etc.
-will be added to the total time for this operation and will appear at the foot of the actions overview of  the ticket and can be transformed into an opportunity.
 === Hold-file ===

@@ Zeile 14: / Zeile 14: @@
 Create of a new action.
-{{Screenshot|Aktionen eingabemaske.png|600|Action form}}
+{{Screenshot|Newticketnote.png|679|Action form}}
 === Entering the text for a ticket note ===

@@ Zeile 8: / Zeile 8: @@
 * initiate calls to your contact persons with our CTI integration by clicking on them.
-{{Screenshot|Aktionen uebersicht.png|600|Ticket note overview}}
+{{Screenshot|Ticket_notes.png|705|Overview of notes for a ticket}}
 == Creating new ticket notes ==

@@ Zeile 1: / Zeile 1: @@
 == What are ticket notes? ==
-The tab ticket notes is the main operational area in the WICE CRM, and at the same time also the chronological documentation of all process actions as history is mapped. From here, you can
+The ticket notes are one of the main operational features in the WICE CRM, and at the same time also the chronological documentation of all ticket actions displaying it`s complete history. Here you can
-* or other employees create reminder,
+* create hold files for yourself or other employees,
-* Deposit phone logs, visit reports, or any other document,
+* add phone logs, visiting reports, or any other document,
-* Dates apply
+* create new appointments
-* E-mail messages write and send
+* create and send new E-mail messages
-* Letters, faxes and other documents writing and sending directly using the fax.de plugin.
+* create letters, faxes and other documents and send them directly using the fax.de plugin.
-* with optional CTI, integration calls with call per click.
+* initiate calls to your contact persons with our CTI integration by clicking on them.
 {{Screenshot|Aktionen uebersicht.png|600|Ticket note overview}}