Meldungen/en

Experts and professionals can see all reported incidents of the active management system under "Case Management → Tickets".

By double-clicking on a ticket, it can be edited. Here, you can either communicate with the creator of the ticket, change the status of the ticket, or set a period for the ticket.

Tickets that have not yet been assigned to anyone are marked accordingly in the overview.

Tickets

Edit ticket

Header data

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In the header data of the ticket, you can configure who has to process the ticket.

Header data

Title:

Above the status, the title of the ticket can be customized. Initially, the subject of the first message is set as the title. The title is displayed in the ticket overview list and in the period overview.

Reporter and date of submission:

Below the title is the information, by whom and when the ticket was submitted.

Periods:

Clicking on "x periods" under the title opens a window in which the periods assigned to this ticket are listed. In the displayed list, new periods can be assigned to the ticket or existing periods can be implemented. At this level, periods should only be assigned if they apply to the entire ticket. Otherwise, the individual messages can also be assigned with periods.

Comment:

A comment for the ticket can be given here.

Advisor:

A ticket should always be processed by one person. This person can be assigned here. By clicking on the blue button next to it, the current user takes over the processing of the ticket. The advisor of the ticket is reminded of the processing of the ticket by the periods.

Caution: Users set as advisor in an open ticket cannot be removed from the management system team.

Support team:

If no advisor is entered for the ticket, then the reminders of the periods are sent to the support team. Under the settings for the case management system, a default support team can be stored. This team will automatically be entered as the support team for all new incoming ticket.

Dossier:

Here the ticket can be assigned to a dossier. You can also create a new dossier for the ticket or open the assigned dossier.

For more on dossiers, see "Case Management → Dossiers".

Close ticket:

If the ticket is finished or if there is another reason why the ticket should be closed, it can be done using this button. To close the ticket, one of the following reasons must be specified

• Processing completed

The ticket has been successfully processed.

• Missing information

The ticket cannot be processed further because not enough information is available.

• Not plausible

The ticket is not plausible and therefore cannot be handled.

• Inactivity

The notifier is no longer responding to messages and has left too little information.

In addition to the conclusion, a reason for it should be given.

Message history

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Below the header data of the ticket is the message history for a ticket.

"Compose answer" can be used to communicate with the creator of a ticket. This makes it possible to get further information from the creator of the ticket if the initial information is not sufficient.

Caution:

• Communication is only possible with creators who have created an anonymous mailbox when creating the ticket. If the creator has not created a mailbox, then this information is displayed with the first message.

For each message, a dialog can be opened via "x periods", which can be used to assign periods to the message.

Message history

Periods

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Periods are meant to help answer tickets and messages within a certain period of time.

For this purpose, the advisor of the ticket or the support team, if no advisor is entered, will be reminded via e-mail to comply with the period. When the reminders are to be sent out, can be configured in the period definition.

Using the blue text "x periods" next to the messages or the ticket, periods can be added to them or existing periods can be edited and implemented.

A period is always assigned either to a message or directly to the ticket.

A new period can be assigned using the "Plus" button.

By clicking the red button next to a period, a period can be deleted.

Periods for a ticket

Message: The subject of the message to which this period was assigned is displayed here. If it is not assigned to any message, then the period was assigned at ticket level.

Only visible at the period grid of the ticket (topmost).

Period definition:

The underlying period definition must be stored here. Period definitions specify the length of time of the period. Period definitions can also be provided with reminders for the processor to meet the period. Period definitions can be created and configured by experts under "Case management → Settings".

Name:

Each period can have its own name. Through this, periods created with the same period definition can be distinguished from each other.

Start:

Here, you can enter from when the period should apply. Thus, periods that are to apply from receipt of the ticket can also be entered in retrospect.

Expiration:

Results from start date and time span of the selected period definition.

Implementation:

A period can be implemented using this dropdown.

Adherence:

Indicates the status of a period. The following statuses are available:

• Implementation pending
• Implemented
• Period exceeded

The period has not yet been implemented and the expiration is in the past.

• Obsolete

The period has not yet been implemented but the ticket has been completed.

Implemented on:

The date on which the period was implemented.