Tickets - Versionsgeschichte

Sgatzke: /* Address related ticket overview */

2014-07-14T14:52:53Z

‎Address related ticket overview

Sgatzke: /* Address related ticket overview */

2014-07-14T14:52:17Z

‎Address related ticket overview

Sgatzke: /* Address related ticket overview */

2014-07-14T14:47:58Z

‎Address related ticket overview

Sgatzke: /* Address related ticket overview */

2014-07-14T14:47:13Z

‎Address related ticket overview

Sgatzke: /* Searching through tickets */

2014-07-14T14:38:12Z

‎Searching through tickets

Sgatzke: /* Editing tickets */

2013-08-30T14:47:21Z

‎Editing tickets

Sgatzke: /* Editing tickets */

2013-08-30T14:44:22Z

‎Editing tickets

Sgatzke: /* Creating a new ticket */

2013-08-30T14:36:08Z

‎Creating a new ticket

Sgatzke: /* Creating a new ticket */

2013-08-30T14:35:48Z

‎Creating a new ticket

Sgatzke: /* Tab Workflow */

2013-08-30T13:48:25Z

‎Tab Workflow

@@ Zeile 92: / Zeile 92: @@
 * the status of each ticket with their assigned color codes
 * the Date when the ticket was created
-* the Ticket subject
+* the ticket subject + the individual ticket ID
 * the amount of sales, costs and profits for all opportunities of a ticket
 * the assigned employee who is responsible for the ticket.

@@ Zeile 82: / Zeile 82: @@
 === Address related ticket overview ===
-Select the "ticket" tab in the details view of an address.
+Select the "ticket" tab in the details view of an address to see all tickets linked to the specific address:
 {{Screenshot|Adressdetail_Vorgaenge.png|700|Overview of all tickets related to an address}}
-Please click here for an overview of all ticket that are related to this address. By activating the checkbox "Show closed tickets" also archived tickets will be displayed.
+By activating the checkbox "Show closed tickets" also archived tickets, assigned to the closed ticket status, will be displayed.
-This list of tickets for an individual address shows:
+This list of tickets for an individual address shows the following columns:
 * the status of each ticket with their assigned color codes

@@ Zeile 88: / Zeile 88: @@
 Please click here for an overview of all ticket that are related to this address. By activating the checkbox "Show closed tickets" also archived tickets will be displayed.
-This list of tickets shows:
+This list of tickets for an individual address shows:
 * the status of each ticket with their assigned color codes
@@ Zeile 94: / Zeile 94: @@
 * the Ticket subject
 * the amount of sales, costs and profits for all opportunities of a ticket
-* the assigned employee who is responsible for the ticket:
+* the assigned employee who is responsible for the ticket.
 === Overall ticket overview ===

@@ Zeile 82: / Zeile 82: @@
 === Address related ticket overview ===
-Select the "ticket" tab/tab in the details view of an address.
+Select the "ticket" tab in the details view of an address.
-{{Screenshot|Adressdetail_Vorgaenge.png|700|Ticket overview at an address}}
+{{Screenshot|Adressdetail_Vorgaenge.png|700|Overview of all tickets related to an address}}
-Please click here for an overview of all ticket of that are open at this address. Activate the check box "show also closed ticket" also archived tasks are shown.
+Please click here for an overview of all ticket that are related to this address. By activating the checkbox "Show closed tickets" also archived tickets will be displayed.
-It will be in a list each
+This list of tickets shows:
-* Progress with color coding
+* the status of each ticket with their assigned color codes
-* Date of the installation of the ticket
+* the Date when the ticket was created
-* Subject of the ticket
+* the Ticket subject
-* Sales of the total UK is all opportunities in a ticket
+* the amount of sales, costs and profits for all opportunities of a ticket
-* Cost the sum of EK is all opportunities in a ticket
+* the assigned employee who is responsible for the ticket:
 === Overall ticket overview ===

@@ Zeile 131: / Zeile 131: @@
 == Searching through tickets ==
 A further selection can be done through the word search. Enter a term in the input box of search and click on "Go". The entered word now searches in date, name and subject. You can search by a ticket-ID, by simply entering the ID in the search box.
-{{hinweis|Set filter selections are ignored during search, i.e. it searches over all ticket.}}
+{{hint|Set filter selections are ignored during search, i.e. it searches over all ticket.}}
 A full-text search over all tasks, notes, and task actions is the optional plugin WICE plugin notes and ticket search possible.

@@ Zeile 76: / Zeile 76: @@
 == Editing tickets ==
-To edit an existing ticket you will have to go to the ticket note overview and click on the tab "Ticket" and click here on the Edit-Button. The edit form for this ticket appears. You can now make the desired changes and also remove a previously assigned invoice or delivery address or assing a new one. You have also the possibility to change the ticket status here. To do so select the desired status out of the list. To save your changes, click on '''Save'''.
+To edit an existing ticket you will have to go to the ticket note overview and click on the tab "Ticket" and click here on the Edit-Button. The edit form for this ticket appears. You can now make the desired changes to the ticket subject, priority, supervisor or owner of the ticket and also remove a previously assigned invoice or delivery address by ckicking on the '''remove''' button at the respective fields or assign new one`s. You also have the possibility to change the ticket status here. To do so select the desired status out of the list. To save your changes finally click on '''Save'''.
 == Ticket overviews ==

@@ Zeile 54: / Zeile 54: @@
 }}
 To create a new ticket, click the button '''New ticket'''. The form to enter a new ticket will appear:
 {{screenshot|Newticket.png|587|Input form for a new ticket in WICE}}

@@ Zeile 50: / Zeile 50: @@
 == Creating a new ticket ==
-Basically, a new ticket from the module can ticket be created from the equestrian ticket at an address or.
+A new ticket can be created from the module tickets and also at the tab tickets in the detail view of a company address.
-{{hint|
+{{hint|We strongly recommend to alwaye create a new single ticket from the tab tickets at a company address. By choosing this way you do not only save the subsequent step to assign the ticket to an address but you will also get the overview of all actual tickets assigned to this address.
 }}
-To create a new task, click the "new task" button. The ticket input screen will appear.
+{{screenshot|Newticket.png|587|Input form for a new ticket in WICE}}
-{{screenshot|Vorgangs-Eingabemaske.png|700|Ticket input mask}}
+If you want to add a different invoice or delivery address for this ticket as the address associated directly with the ticket, you enter them by using the search box and choose the desired address from the list of your search results.
-If you want to use a different billing or shipping address for this ticket as the address associated directly with the ticket, you enter them to using the AJAX search box.
+Assigning the available ticket categories helps you to determine what kind of ticket it is. With this feature you can e.g. specify if it is internal, a sales related or a support ticket, or whether you want to assign this ticket to a particular campaign. These ticket categories are helpful when creating campaigns or generating ticket based reports.
-Now with the categories from the triage areas to determine what kind of ticket it is. About this categorization, you can E.g. set if there is an internal, a sales or support ticket, or whether you want to assign this task to a particular campaign.
+For more information about adding or editing the available ticket or any other categories please click here: [[Categories]]
-For more information about adding or editing the available categories please click here [[Categories]]
+In the subject field, you enter the reason or aim of this ticket, according to labeling an digital folder, so that other employees can easily comprehend what this ticket is about. The subject field is mandatory to create the ticket.
-In the subject line, you enter what is the reason or aim of this ticket. The text field is a required field.
+By choosing between 1 and 10, you can select a priority. Keep in mind that you have to define whether 1 or 10 is the highest priority! You and your colleagues should communicate this clearly in the company which is the highest priority. The priority can of course change during the life cycle of a ticket.
-{{tipp|Use a descriptive and short subject. The subject is automatically editable default text as title in the documents of the order ticketing, and the search box in the Vorgängsübersicht works on the subject.}}
+{{hint|The available status and the categories for the categorization of a ticket is done in the administration and are are freely definable. Keep in mind that you will get a fast, diverse and meaningful tool by using the filter options available if these are set up and used accordingly.}}
-For each ticket '''must be''' there be a responsible employee, who is responsible for the execution of the ticket. Each ticket has only a responsible employee. An ticket can be passed at any time to another employee. In a ticket actions or reminder can be assigned to another employee as.
+{{hint|If no rights group has been selected, the default group from the user profile is automatically applied. Keep in mind that if no rights group is specified here or in the profile of the use who enters the ticket, it will be accessible by all other users who have the general right to read or edit tickets!}}
 == Editing tickets ==

@@ Zeile 47: / Zeile 47: @@
 == Tab Workflow ==
-In the tab, you have workflow the workflows defined in your client to use the opportunity, so ticket that should be always according to a set scheme to unify, to control and to follow the course. This you can automatically create a reminder in workflow, use email templates and create opportunities, and directly, depending on the progress of the ticket, change the status of the ticket. The workflow is graphically displayed to the better traceability: [[WICE Workflow management]]
+In this tab, you can assign and execute the available for this ticket. The opportunity to use workflows for a ticket offers you the possibilty to standardize your processes, unify them and get a better grasp for the progress of a ticket.  You can within a workflow automatically create ticket notes, with or without hold files, create emails using templates and create new chances for your opportunities. It is also possible to change the ticket status, branch a workflow and also assign other workflows within an already existing one. The integrated graphical display of the workflow progress provides a better traceability of the single workflow steps. Click here to learn more: [[WICE Workflow management]]
 == Creating a new ticket ==