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1. Categories appear as drop down boxes when creating a new ticket Ticket name Ticket type Customer Ticket flow Helpdesk Module select Figure 28 Ticket categories when creating a ticket 3 1 5 Owner You can determine as many owners as you wish for every ticket flow An owner is an AGILIA User which is assigned to a ticket First step Category 4 Owner New step 1 Helpdesk Priority Caption 4 UserGroup Defaultowner 6 Active J Delete First Level Support DN D Administrator m Iv B Figure 29 Ticket categories when creating a ticket 1 Having saved the first step you are now able to determine all details in the index card OWNER 2 Using the arrows you can define the order priority of the different owners De pending on the order of the owners the arrangement of the owner selection may vary when creating a ticket Note Only when using two or more owners will the arrows appear 3 Enter the name of the selected owner This name will appear when creating a new ticket 4 Select an usergroup to which the owner has to belong Note When creating a ticket just users of the selected usergroups can be assigned to the ticket Select ALL USERGROUPS when the owner can be any AGILIA user 5 Select an owner which is set as default when you are creating a ticket of this flow eBIT E ebit e business amp IT EntwicklungsGmbH 23 34 AGILIA Contact Ticket
2. Ticket ID p_prof_wtTicket_ticketId p_prof_wtTicket_ticketContext Category 1 p_prof_wtTicket_wtTicketCategory 1 _categoryName Category 2 p_prof_wtTicket_wtTicketCategory 2 _categoryName Category 3 p_prof_wtTicket_wtTicketCategory 3 _categoryName Profile p_prof_sal_salutationName p_prof_pers_firstName p_prof_profileName p_prof_addr 1 _street p_prof_addr 1 _number eBIT E ebit e business amp IT EntwicklungsGmbH 25 34 AGILIA Contact Ticketing p_prof_addr 1 _zip p_prof_addr 1 _city Phone number p_prof_phone_countryCode p_prof_phone_dialingCode p_prof_phone_phoneNumber p_prof_phone_directDialing E mail p_prof_email_emailAddress Internal message p_prof_wtTicket_messageText External message p prof_wtTicket_messageExternal Next contact p_prof_wtTicket_followUpTS Note Depending on the number of categories you are able to use as many placeholders as needed which have to be numbered consecutively 10 Enter the bcc recipients of the e mail 11 Enter the e mail sender of the e mail 12 Only active ticket steps can be used 13 Enter the escalation time and select the desired time unit 14 Select an escalation step In case the ticket is not being processed longer than the en tered escalation time the here determined escalation step will be started 15 It is possible to consider working hours and days off settings in master data when working with escalation steps If you use these options the non working hour
3. SYSTEM Master data User Group Client Role Job list Figure 3 Menu master data Note The views of the displayed menus menu items and screenshots may possibly differ from your actual screen view depending on your individual settings your rights in AGILIA and on the modules you have purchased eBIT p ebit e business amp IT EntwicklungsGmbH 4 34 AGILIA Contact Ticketing 2 Contactdesk This chapter describes the possibilities of the module Ticketing It contains creation and editing of tickets 2 1 Create Ticket Inbox Mi Outbound action el Calendar Orde Ticket vie 2 Ticket Figure 4 Button to create ticket Click on Ticket and a window will appear where you are able to create a ticket Profile 4 Mailing Ticket Profile data amp Address a Search System number Customer number Title select SC v O C ompan y academiei EE He A me ee Company pret name Leet name LI Legal tom Date of birth e Phone new LoLo o Y JIO cell phone nen JI ju I Gmail nen Further inquiries Figure 5 Tickting Profile tab 1 Profile In the tap Profile it is possible to create new profiles or to search already existing profiles Just enter the necessary data 2 Mailing Here it is possible to send e mails fax or info material postal A Ticket Here it is possible to select the necessary ticket flow or to enter ticket da
4. Here are all messages that have been sent in connection with the ticket Ben E ebit e business amp IT EntwicklungsGmbH 13 34 AGILIA Contact Ticketing Note More than one message might appear here depending on the selected ticket flow 4 New message Here you can enter a new text for the ticket 2 2 2 Views Ticket views are different views that can be configured by user need You are able to con figure different views for existing workflow tickets In the inbox all tickets are listed that may be edited by currently logged in users By means of ticket views different workflow tickets can be grouped according to certain criteria Click on Ticket view in your ticket box to get to the defined ticket views Figure 18 Ticket views When you open the ticket views the views are displayed in different tabs Note Tickt views can be defined for AGILIA user or AGILIA user groups They may differ in the form they are displayed For every tab there may be displayed more than one ticket view Ticket Ticket ID Betreff Profil Ersteller Erstellt am Bearbeitungszeit 26 Auftrag bduganiev Administrator 09 10 2006 15 06 22 10 10 2006 14 48 06 28 Anfrage amp B Textil Digitaldruck GmbH Administrator 10 10 2006 15 24 21 10 10 2006 15 24 08 Page 1 of 1 2 items T Tab with different ticket views Name of the ticket view Every ticket view that has been already defined may cont
5. Normal k v Lo Comment Profile name Contact person Figure 21 View of a set follow up This view is helping to provide a better and quicker overview for the set follow ups Note If you want to change subject or time of follow up this is only allowed in the particular ticket eBIT E ebit e business amp IT EntwicklungsGmbH 15 34 AGILIA Contact Ticketing CALENDAR Schedule Sharing Other calendars November 2006 gt Mo Tu We Th Fr Sa Sp tbe Ze Date E 13 14 15 16 17 18 20 21 22 23 24 25 27 28 29 30 1 2 5 6 7 8 9 Schwendtner_E Owner Schwendtner_E Figure 22 Calendar with due ticket eBIT E ebit e business amp IT EntwicklungsGmbH 16 34 AGILIA Contact Ticketing 3 Project Administration Here you learn how to create and edit ticket flows You can create different ticket types or flows for various situations In a selection all cli ents ticket flows are available they can be edited if required You also have the possibil ity to create a new ticket flow 3 1 Create Ticket Flow In the menu item TICKETING click on the menu item NEW FLOW to create a new ticket flow Begin with editing the so called first step of the ticket flow 3 1 1 First Step First step 1 Profile required D 3 Ticket type select Address required 4 Icon Iv uae Phone number required T 7 E mail address required T 8 New index card Priority 0 Activ
6. 12 Reload Delete Figure 27 First step additional configurations 1 Having saved the first step you are now able to determine all details in the index card CATEGORY 2 Using the arrows you can define the order priority of the different categories De pending on the order of the categories the arrangement of the category boxes may vary when creating a ticket Note Only when using two or more categories will the arrows appear 3 Enter the name of the selected category This name will appear when creating a new ticket 4 Select a category group which can be created in the mater data Note A category group can only be selected once per ticket flow 5 As soon as a category group is selected its categories will be listed Select a category which should be selected by default In case no category is chosen keep SELECT 6 Activate the option REQUIRED if it should be mandatory to select a category when creating a ticket By doing so the ticket can not be saved unless a category is selected eBIT E ebit e business amp IT EntwicklungsGmbH 22 34 AGILIA Contact Ticketing Only active categories can be used Click the box and press to delete categories that have already been saved 9 Click to add a new category group 10 Click on and the categories will be saved 11 Click on and the configurations of the categories will be reloaded 12 Click on to delete all categories where the delete box was selected
7. SS Developer iv iv iv 2 Support iv iv iv Developer TC ze Sender further inquiry Recall M sender further inquiry Recall iv E All recipients Close Figure 34 Summary of a ticket flow eBIT E ebit e business amp IT EntwicklungsGmbH 30 34 AGILIA Contact Ticketing 4 Master Data Here you learn how to administrate all master data concerning ticketing ticket types ticket categories ticket category groups ticket completion reasons days off notification sounds and working hours In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING with all its master data Workflow ticketing Pal ticket type Ticket category Ticket category group Ticket completion reason Days off Notification sound vd Working hours Figure 35 Master data workflow ticketing 4 1 Ticket Type In AGILIA every ticket flow has to be assigned to a certain ticket type For this reason it is possible to categorize ticket flows by means of ticket types In the master date you are able to see a summary of all ticket types which have already been established in AGILIA Note For searching use the wildcard In order to see details of any ticket type click on the symbol If necessary you can change settings here You are able to create new ticket types In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data TICKET TY
8. an address is required a profile is required too Note If no profile with active address is selected when creating a new ticket if an ad dress is required for this certain ticket flow you will receive the error message This flow requires an address 7 If you use the checkbox PHONE NUMBER REQUIRED a profile with an active phone number has to be assigned to the ticket when creating a ticket If not you are not able to save the ticket When selecting the checkbox PHONE NUMBER REQUIRED the checkbox PROFILE REQUIRED will be automatically activated because only a profile can be assigned to a ticket not only a phone number If a phone number is required a profile is required too Note If no profile with active phone number is selected when creating a new ticket if a phone number is required for this certain ticket flow you will receive the error message This flow requires a phone number 8 If you use the checkbox E MAIL ADDRESS REQUIRED a profile with an active e mail address has to be assigned to the ticket when creating a ticket If not you are not able to save the ticket When selecting the checkbox E MAIL ADDRESS REQUIRED the checkbox PROFILE REQUIRED will be automatically activated because only a profile can be assigned to a ticket not only an e mail address If an e mail address is required a profile is required too Note If no profile with active e mail address is selected when creating a new ticket if an e ma
9. of the ticket step will be reloaded 21 Click on to the ticket step will be deleted 3 1 7 Recipient s In every next step the recipients user or user group must be selected which are entitled to receive the ticket in the particular step In contrary to the selection of the creators of a eBIT E ebit e business amp IT EntwicklungsGmbH 26 34 AGILIA Contact Ticketing ticket you have here the possibility to select e mail addresses and creators of the tickets by yourself 45 7 Created by 2 7 entitled to add attachments d CT entitled to edit tickets 4 Bd entitled to complete tickets Ge E mail recipient ER User group S jem Administrator i l a C entitled to add attachments a 7 entitled to edit tickets S 4 fT entitled to complete tickets G r Developer G r Receiver El ih Support a M entitled to add attachments da M entitled to edit tickets aw entitled to complete tickets CR User ca fh Administrator D E K E J g Figure 32 Recipient s 4 The creator of a ticket can also be selected as receiver of a ticket flow In case the creator has entered an additional e mail address the e mail will also be sent to this ad dress Note It is possible to enter an e mail address for every AGILIA user in the user admini stration 2 You can determine whether the recipient is allowed to add an attachment in this ticket step Note In case a recipient is not entitled
10. ticket completion reason In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data TICKET COMPLETION REASON Click on this menu item and in the following on NEW TICKET COMPLETION REASON to create a new ticket completion reason Ticket completion reason Status V Figure 39 Master data new ticket completion reason Enter the name of the new ticket completion reason The name has to be definite in the user s system When a reason has been used for creating a ticket this reason cannot be de leted anymore 4 5 Days Off In the master date you are able to see a summary of all days off which have already been established in AGILIA Note For searching use the wildcard In order to see details of any day off click on the symbol If necessary you can change settings here You are able to create new days off In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data DAYS OFF Click on this menu item and in the following on NEW DAY OFF to create a new day off Name Date Every year V Status Iv Figure 40 Master data new day off Enter the name and the date of the day off You can use the calendar to select a certain date The option EVERY YEAR determines whether the selected date is a day off in every year or not 4 6 Notification Sound In the master date you
11. you see a list of all sent tickets Group message With this tool you are able to send the same message to different user groups simul taneously The message will be sent to the inboxes of the particular recipients Reminder Similar to follow ups of tickets you are able to set a reminder in your calendar Group reminder The reminders will be set for selected users eBIT E ebit e business amp IT EntwicklungsGmbH 12 34 AGILIA Contact Ticketing As above mentioned follow ups will appear according to the set times in the tickets see Figure 21 Note Additionally to follow ups from tickets also appointments will appear Ticket ID Ticket created Ticket type Ticket status Ticket flow Contact person Processing time Profil Ticket information Ticket name Ticket type Ticket flow Step Communication Channel Priority Last message Flow Demo_Flow Step 0 Ticketerstellung p 1 15 2006 8 51 30 4M Test text Schwendtner_D New message 11 21 2006 8 30 PM Schwendtner_E Internal External Attachments of this ticket Add attachment huu Complete All messages Flow Demo_Flow Step 0 Ticketerstellung 11 15 2006 8 51 30 4M Test text Schwendtner_D Figure 17 Edit tickets 41 Ticket head General ticket information 2 Ticket informationen You see information concerning name type used flow and in which ticket step the ticket currently 1s 3 Messages
12. 31 Ao Ticket category GOUD E 32 4 4 Ticket Completion Reason cccccccsssseccccceeseeceeceeeeeeeeecseeeeeeeeeueeeeeesseaeecesesseeeeeeessageeeeeseas 32 ao DVS O E 33 AO INO PC AMON SOUNA ssprsreiieinar Eri a EE EEE i 33 A ANKO IOUS eee E A E E E E E E E 34 eBIT E ebit e business amp IT EntwicklungsGmbH 3 34 AGILIA Contact Ticketing 1 Introduction With the module Contact Ticketing you are able to create administer and monitor tick ets and ticket flows In this part of the user manual you will find the description of those parts that deal with creating and reporting tickets and ticket flows in AGILIA Where Do Find the Menu Item Contact In the menu CONTACT you find the menu item CONTACTDESK MENU Dynabase Campaign Order taking 7 Time tracking White pages CONTACT i t desk Project administration Contact monitor Reports CONTACT DESK Knowledge Ticket search Figure 1 Menu contact desk Where Do Find the Menu Item Project Administration In the menu CONTACT you find the menu item PROJECT ADMINISTRATION MENU Dynabase Campaign Order taking E Time tracking White pages CONTACT Contact desk i iContact monitor Reports PROJECT ADMINISTRATION Knowledge New flow Figure 2 Menu project administration Where Do Find the Menu Item Master Data In the menu SYSTEM you find the menu item MASTER DATA Dynabase Campaign Order taking Contact Time tracking White pages System
13. AGILIA User Manual CONTACT Ticketing GE P 07 03 2007 C om J AGILIA Contact Ticketing Welcome Thank you for purchasing AGILIA software This user manual will introduce you to the most important functions of AGILIA in a quick and efficient way This part of the manual describes the handling of the module Contact Ticketing Please read the following manual thoroughly Should you have questions nevertheless please do not hesitate and contact our support support ebit at 43 732 602232 50 In reference to our products we provide trainings In case of interest we willingly send you a detailed description of our trainings Do you have any questions Send us an e mail at office ebitonline com or call us at 43 732 602232 Note The views of the displayed menus menu items and screenshots may possibly differ from your actual screen view depending on your individual settings your rights in AGILIA and on the modules you have purchased ebit e business amp IT EntwicklungsGmbH Kellergasse 14 4020 Linz Austria call 43 732 602232 fax 43 732 602232 5555 email office ebitonline com surf www ebitonline com All rights reserved This manual and its parts are copyrighted No part of this document may be reproduced stored in or introduced into a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise or for any purpose without th
14. PE Click on this menu item and in the following on NEW TYPE to create a new ticket type Enter the name of the new ticket type Ticket type Status V Figure 36 Master data new ticket type 4 2 Ticket Category It is possible to assign as many ticket category groups as needed to a certain ticket flow A ticket category group consists of several ticket categories In the master date you are able to see a summary of all ticket categories which have al ready been established in AGILIA eBIT 7 ebit e business amp IT EntwicklungsGmbH 31 34 AGILIA Contact Ticketing Note For searching use the wildcard In order to see details of any ticket category click on the symbol If necessary you can change settings here You are able to create new ticket categories In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data TICKET CATEGORY Click on this menu item and in the following on NEW CATEGORY to create a new ticket category C Ticket category Name Ticket category group aes Status v Figure 37 Master data new ticket category Enter the name of the new ticket category The name has to be definite in the user s sys tem When a category has been used for creating a ticket this category cannot be deleted anymore Select a ticket category group 4 3 Ticket Category Group In the master date you are able t
15. ain different characteristics In this case you see icon ticket ID subject profile creator creation date and the lat est time the ticket was edited Note When clicking on one of the characteristics you can alter the key how to sort the tickets 4 List of all tickets predefined in the ticket view definition Similar to the inbox you can open tickets by clicking on them A eBIT E ebit e business amp IT EntwicklungsGmbH 14 34 AGILIA Contact Ticketing Note Contrary to the inbox views might contain tickets that must not be edited The rea son for this is that here some tickets might appear that the currently logged in user is not classified for editing Here you see how many tickets are displayed in this view In case not all tickets appear on one page you can navigate by means of the scroll item 2 3 Calendar EI Outbound action T Inbox El calenaar_ Fe Ticket view Ticket Figure 20 Follow up is due When a certain follow up is due for a ticket the symbol will be red see Figure 20 If this is the case and you open the calendar a second pop up will appear which shows informa tion for the due calendar entry see Figure 21 Note It might be that only one red symbol of the calendar appears depending on the type of calendar entry es REMINDER Subject Neuer Termin LI city Start date at 12 45 AN TI End date at 1 44 am 5 Reminder V ZC before due date Category
16. are able to see a summary of all notification sounds which have al ready been established in AGILIA Note For searching use the wildcard In order to see details of any notification sound click on the symbol If necessary you can change settings here You are able to create new notification sounds In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data NOTIFICATION SOUND Click on this menu item and in the following on NEW NOTIFICATION SOUND to create a new notification sound eBIT E ebit e business amp IT EntwicklungsGmbH 33 34 AGILIA Contact Ticketing Notification sound File name No data Status V File upload Figure 41 Master data new notification sound Enter the name of the notification sound Either select an already uploaded sound or click on to upload a new sound Formats allowed are mp3 and wav The name of the sound has to be definite in the user s system When a sound has been used for creat ing a ticket this sound cannot be deleted anymore 4 7 Working Hours In the master date you are able to see a summary of all working hours which have already been established in AGILIA The days of the week Monday to Sunday appear for every user Note For searching use the wildcard In order to see details of any day of the week click on the symbol 7 If necessary you can change settings here Working hours M
17. ations are saved the window 1s closed 9 Click on and the window is closed without saving any settings eBIT E ebit e business amp IT EntwicklungsGmbH 28 34 AGILIA Contact Ticketing 3 2 Edit Existing Flows Click on the menu item LIST in the menu TICKETING and a search mask will appear with all existing ticket flows grouped by ticket type Po 2 Ticket type All ticket types 4 Ticket type Created on Helpdesk Customer 6 22 2006 2 51 PM E Recall Generally 6 22 2006 2 24 PM Figure 33 List of ticket flows 1 Enter the name of the ticket flow you want to search Note The search is conducted with an automatic wild card at the end of any search term This wild card may stand for any amount of characters The result will also contain ticket flows which begin with the search term followed by any different characters To use the wild card at the beginning of a search term enter a space character In order to find for the exact search term it is possible to use a full stop to prevent the wild card When no search term is entered all existing ticket flows will appear in the result 2 Selection of existing ticket types In the master data is a ticket type assigned to every ticket flow in order to group the flows This function can be used for a specified search The button will delete the entered search term from the name field The button will start the search Result of the search list of ticket flow
18. calation step Consider days off 16 Delay escalation 48 Action when expired Escalation v C 47 Reserved time 20 21 Reload Delete Figure 31 Settings of a new ticket step 1 After creating a new step by clicking on the button a new index card will appear with the name and the number of the step Enter the name of the ticket step Here you see the automatic number which is given by the system Enter the maximum processing time and select the desired time unit Note To process a ticket in a certain ticket step the receiver of the ticket has to change to the editing mode This happens either when opening a ticket or when clicking on Edit If a receiver is currently in the editing mode no other user is able to add entries to the ticket The here entered period of time is the maximum period of time that a ticket can be used or locked by any user After expiring of this processing time the ticket will automati cally be released 5 Select the recipient s or group of recipients which will receive the ticket in this par ticular ticket step see 3 1 7 Recipient s Select one or more next steps Select on of the notification sounds that can be defined in the master data In case an e mail address was classified the ticket is also sent as an e mail Here enter the subject of the e mail 9 Enter the text of the e mail It is possible to use placeholders wildcards in the sub ject and the text field of the e mail
19. call 4an T 1 Recall Gc La Select recipientis 7 Receiver Bi send to user from usergroup Et S T Support 9 10 Save Close Figure 26 Next step 8 Here you see all creators if a next steps were selected in the first step of the flow You see all the receivers of a ticket for every following step Click on the checkbox next to the user groups to assign a next step to them Note In case the checkbox is not clicked the button Send will not be activated later for the according user group 9 A further inquiry can be selected as next step Further inquiries mean that that the ticket is sent to the previous step but only to the certain user who has most recently edited the previous step this user has clicked on in this step In case you activate further inquiries be button will appear in the ticket Note In case a ue has more than one previous steps a new window will open when you click on cc In this new window you can select which step the further in quiry should consist 10 List of all available ticket flows Note All active ticket flows of the current user are displayed 11 List of all active steps of the available ticket flows Click on the checkbox of one or several ticket step in order to select those as next steps Note You are able to select ticket steps of any flow you wish 12 In case a step was selected as next step it is possible to determine whether all users whi
20. ch were selected as receivers in this step should receive the ticket eBIT E ebit e business amp IT EntwicklungsGmbH 21 34 AGILIA Contact Ticketing 13 In case a step was selected as next step it is possible to determine whether certain us ers which were selected as receivers in this step should receive the ticket 14 In case the option SELECT RECIPIENT S was chosen you are able to select the deter mined recipients or recipient groups which should receive the ticket Note In case an e mail address was defined for the recipient it will also appear here 15 With SEND TO USER FROM USERGROUP you can determine whether a user is able to de fine which user should receive the ticket after sending the ticket to the next step The sender of the ticket will see an additional window after clicking on where one or more user of the group of recipients can be selected 16 Click on and the configurations are saved the window 1s closed 17 Click on and the window is closed without saving any settings 3 1 4 Catergory First step You can determine as many categories as you wish for every ticket flow All categories have to be created in the master data and summarized in groups of categories before they can be used in a ticket flow 4 Category New step 1 Helpdesk Priority Module 1 Module sel Dynabase lv E Priority 1 Priority 3 Details 4 Category group 5 Default category 6 Required T Active 8 Delete 11
21. d message will be in your inbox eBIT 7 ebit e business amp IT EntwicklungsGmbH 11 34 AGILIA Contact Ticketing H Inbox HI Outbound action Calendar F Order Ticket view Ticket Figure 15 New ticket in inbox Open your inbox by clicking on Inbox and you will see the tickets you have received All new unread tickets will be appearing in red colour and old tickets that have already been read appear in black colour Information that concerns the ticket are ticket ID sender and sender of the ticket date follow up and escalation time only if it has not been exceeded CREATE Message Group message Reminder Group reminder MESSAGES HUMBER Ticket ID Sender Close window Unread 1 Total 1 Refresh Subject Date FU f Escalation 56 Schwendtner_D Test 15 11 2006 06 51 35 2 Demo_Flow Support 15 11 2006 08 51 35 Ebit GmbH Max Mustermann 3 Delete selected messages 2001 2006 waat ebitonline Com Figure 16 Inbox Message You see inbox and outbox and this menu provides an overview for current not closed or finished tickets Tickets Here you see all tickets that are in your inbox When there are more than ten tickets in your inbox buttons for navigation will appear Delete selected messages When tickets are selected in the inbox they can be deleted from the inbox Note Those tickets are not deleted physically but they do not appear in the inbox any more Outbox In the outbox
22. e T 40 13 Delete Figure 23 First step 1 When creating a new ticket flow the index card FIRST STEP is displayed until saving the flow for the first time Enter the name of the ticket flow Select one of the ticket types which can be defined in the master data Select an icon which represents the ticket flow You are able to upload your own icons by means of the button l l These icons can subsequently be used in every ticket flow of this user Note Please use only icons with 16x16 pixel and transparent background 5 It is possible to determine whether certain objects of AGILIA are required to be se lected when creating a ticket If you use the checkbox PROFILE REQUIRED a profile has to be assigned to the ticket when creating a ticket If not you are not able to save the ticket Note If no profile is selected when creating a new ticket if a profile is required for this certain ticket flow you will receive the error message This flow requires a profile 6 If you use the checkbox ADDRESS REQUIRED a profile with an active address has to be assigned to the ticket when creating a ticket If not you are not able to save the ticket eBIT E ebit e business amp IT EntwicklungsGmbH 17 134 AGILIA Contact Ticketing When selecting the checkbox ADDRESS REQUIRED the checkbox PROFILE REQUIRED will be automatically activated because only a profile can be assigned to a ticket not only an address If
23. e prior written permission of the ebit e business amp IT EntwicklungsGmbH ebit e business amp IT EntwicklungsGmbH provides no warranty for the correctness of this user manual Modification of the text is reserved ebit e business amp IT EntwicklungsGmbH disclaims any liability for the content or use of this manual The terms agilia ebit and the ebit logo are trademarks of ebit e business amp IT Entwick lungsGmbH eBIT E ebit e business amp IT EntwicklungsGmbH 2134 AGILIA Contact Ticketing Table of Contents 1 INTRODUCTION caste ro ects ictee eee es ects aara Eaa 4 Where Do Find the Menu Item Contact 0 ccccccccccccceceseesseeeeeeeeeeeeeeseeeeeessssaeeeeeeeeesesssaaaeeeeeees 4 Where Do Find the Menu Item Project Administration ccccceccesseeeeeeeeaeeeeeeeeeseeseeeeesaeeeeeeeeas 4 Where Do Find the Menu Item Master Data 4 2 e el RER 5 2 1 Create WICC EE 5 n BR te EE 6 BM Ne 9 219 MANO EE 10 E ege eee o E E E E EE 11 SN OO e E E E E AEE E 11 Se Eeer 14 23 51918 E 15 3 PROJECT ADMINISTRATION c ccccsssssesseseccceecnnneseseeceeeennnnseeesceeeennenseesseeeenenennsseeees 17 Sele Create Tekel FIOW E 17 E F E WEE 17 Se EE eegene 19 Sec NOE E 21 TA GO e E E E A E 22 Se ONO e A AE E EE 23 SLO NOW SIO eaea E E N E EE E 24 SN rw e E EE 26 3 2 Edit Existing dei e 29 A MASTER DATA e E 31 4 1 Ticket TREIE genee Ee EE EE EE Ee 31 4 2 Ticket Category EE
24. he one side and the address see Figure 8 of a profile on the other side The reason for this is that it might not always be necessary to enter address data for every query eBIT a ebit e business amp IT EntwicklungsGmbH 6 34 AGILIA Contact Ticketing Profile Profile data ZS Address Search i System number Customer number _ _ Title select x DN Company Academic title D Job ge Jl Title select v Company First name Last name Public D Legalform el Date of birth e Phone new 01 _ S55_ sssss5__ ___ Cell phone new JI ju I Fos nen LI II E mail new john ebitonline com Figure 7 Ticketing Enter profile data Figure 7 shows how to enter profile data Note Required fields are marked with 77 They have to be filled out in order to save a profile Profile Mailing Ticket Profile data ZS Address a Search s Adresse Existing lt select gt O OO M atn Po Street Public Street 7 House number Affix Floor Unit Apt Zip code R 4020 1 city fie rr Area Country Figure 8 Ticketing Enter address data As above mentioned the tab Address is not necessarily required for saving a profile You can enter the address data if necessary AGILIA provides the possibility to search for already existing data profiles You can use up to eight different attributes fields for search
25. il address is required for this certain ticket flow you will receive the error message This flow requires an e mail address 9 Activate the checkbox NEW INDEX CARD in case this ticket flow should be selectable via an index card when creating a new ticket You can define the order of the index cards in the field PRIORITY Note The higher the stated priority the more important is the index card of the ticket flow Flows with higher priority are displayed earlier that means further left than flows with lower priority 10 Only active ticket flow can be used 11 Click on and the ticket flow is saved Further configurations for the first step will appear on the screen Note It is only until saving the flow for the first time that the additional configurations will appear 12 Click on and the configurations of the ticket flow will be reloaded 13 Click on to delete the entire ticket flow with every ticket step eBIT E ebit e business amp IT EntwicklungsGmbH 18 34 AGILIA Contact Ticketing First step Category New step Name help desk IT Profile required Ticket type Customer sell Address required Icon Ka b Phone number required E mail address required BEE SI New index card Active Priority 0 xI 4 Name 2 Created by 5 Max draft wait time Hours sl 3 Next step 6 Draft warning Minutes sl Draft escalation step Figure 24 First step for additional configurati
26. ing Note You can just select a member of the usergoups which are selected in 4 as default owner Only active owners can be used Click the box and press to delete categories that have already been saved 8 Click to add a new category group 9 Click on and the categories will be saved 10 Click on and the configurations of the categories will be reloaded 11 Click on to delete all categories where the delete box was selected 3 1 6 New Step A ticket flow consists of as many different steps as needed Having saved the first step the index card NEW STEP is available Here you are able to create additional steps First step Category New step I 1 Helpdesk e pm 4 H Step 3 Create step Figure 30 Create new ticket step After saving the first step the index card NEW STEP is now available Enter a name for the new ticket step Click on to save the new step and to be able to specify new and addi tional settings for this step eBIT E ebit e business amp IT EntwicklungsGmbH 24 34 AGILIA Contact Ticketing First step Category New step 1 Helpdesk 4 step 2 Name Helpdesk 8 E mail subject 3 Step number 1 Q E mail content 4 Processing time ep 5 Recipient s fuuu 40 E mail bcc m Hours 6 Next step 4 4 amp mail sender 7 Notification sound select 42 Status Escalation 43 Escalation time Minutes 45 Calculate time Consider working hours 44 Es
27. ing profiles and combinations also work AND Example see Figure 9 How to search for an existing profile Enter the search terms e g Public for the field Name and the zip code When a profile is found you can click on it and the according tab Profile data will appear Note Upper and lower case can be neglected CG epIt E ebit e business amp IT EntwicklungsGmbH 7134 AGILIA Contact Ticketing Profile Mailing Ticket Profile data amp Address a Search muster n Last name Zip code c Country code f First name c City r Area code i System number p Phone number S Street cn Customer h House e Extension number number Ebit GmbH 1005 4020 Linz Riemberg 30 HISTORY Max Mustermann Save profile Complete Figure 9 Ticketing Searching By clicking on the corresponding history of a profile is shown In the history of a profile you will find every recorded communication with the profile as long as a user or the system has created this As shown in Figure 10 this search is not able to find any profile because the search terms must be definite there is no name that begins with Muster and also with Public muster fp PE i Let name z n code Sn Country Se KI de First name eCity Are code System e M p Phone JI IJ Lnumber 2 number number number No entries ex
28. isting Figure 10 Ticketing Irrelevant search When searching please bear in mind following rules Input Result Public Every profile that begins with Public will be in the results The result will be only profiles with the name Public lt blank gt Public Every profile that contains the word Public in the name will be in the results lt blank gt Public All profiles that end with Public will be found eBIT ebit e business amp IT EntwicklungsGmbH 8 34 AGILIA Contact Ticketing 2 1 2 Ticket Profile Ticket Ticket Ticket ID Processing time 00 00 17 Ticket information Ticket name TEST Ticket type Support Ticket flow Demo Flow Communication Channel Email Priority high New message 11 21 2006 7 26 PM Int l Ext l Gchwendtner E Gd SE The text in this field can only be seen by The text in this field can by seen by colleagues Internal comments may be added customersclients here Next contact on Date 11 21 2006 Time 7 26 PM Faj Attachments of this ticket 4dd attachment imn Figure 11 Entering a new ticket 4 Ticket head This shows the ticket ID consecutive number and the selected profile If the selected profile is a company the contact person will be shown 2 Ticket information Here you see or select the name of the ticket ticket type and ticket flow Other fields may exist like
29. ned pop up window you will see the already estab lished templates If you select a template and the subject message and attachments can be used in the e mail Note You are able to change the message and subject the attachment may not be changed 2 1 3 2 Fax In contrary to sending e mails you have to use templates for sending faxes Select a tem plate and then enter or choose a fax number for the profile eBIT E ebit e business amp IT EntwicklungsGmbH 10 34 AGILIA Contact Ticketing Templates Details Existing fax numbers Fax number Further inquiries Figure 13 Sending faxes 2 1 3 3 Information material Letter Information material letter for example means mailings or folders that could be printed by an external company and sent to the customer usually on the postal way Here you can select profiles that will receive information material Emal ei Fax amp Letter D INFORMATION MATERIAL Status not created Status not created Contact person 0 Jl Information material send yes no requested at sent at send again Folder El Prospekt a Figure 14 Sending information material letter 2 2 Edit tickets 2 2 1 Inbox In order to see the e mails you have received click on Inbox in your ticket box Depend ing on the configurations of the ticket flow you will receive messages for certain tickets This menu item will be highlighted in red color if a new unrea
30. o see a summary of all ticket category groups which have already been established in AGILIA Note For searching use the wildcard In order to see details of any ticket category group click on the symbol If necessary you can change settings here You are able to create new ticket category groups In the menu SYSTEM select the menu item MASTER DATA Here you find the group WORKFLOW TICKETING and its master data TICKET CATEGORY GROUP Click on this menu item and in the following on NEW CATEGORY GROUP to create a new ticket category group Ticket category group Name Ticket category aun Status v Figure 38 Master data new ticket category group Enter the name of the new ticket category group When a category has been used for cre ating a ticket this category cannot be deleted anymore Select as many ticket categories as needed One category may be used in more than one group If you delete a group you only delete assignments but not the categories itself 4 4 Ticket Completion Reason In the master date you are able to see a summary of all ticket completion reasons which have already been established in AGILIA Note For searching use the wildcard eBIT a ebit e business amp IT EntwicklungsGmbH 32 34 AGILIA Contact Ticketing In order to see details of any ticket completion reasons click on the symbol If neces sary you can change settings here You are able to create new
31. onday Lt Created by Schwendtner_E 11 21 2006 8 47 PM Changed by Schwendtner_E 11 21 2006 8 47 PM Weekday Monday Start time 8 00 AM IT End time 5 00 PM 1 Status V Save Reload wi Working hours Tuesday w Working hours Wednesday gt Working hours Thursday gt Working hours Friday ind Working hours Saturday D Working hours Sunday Figure 42 Master data working hours Enter start and end of working hours for any day of the week If necessary you are able to specify days without working hours e g Saturday Sunday therefore enter 0 00 0 00 eBIT E ebit e business amp IT EntwicklungsGmbH 34 34
32. ons Enter the name of the first step 2 Select users or user groups which are entitled to create tickets in this ticket flow see 3 1 2 Created By A Select one or more next steps Select a draft escalation step If a ticket in this flow is buffered used as a draft the creator of this ticket will be notified by an info ticket in his inbox after the maximum draft warning time is expired Is the maximum draft waiting time over the ticket will be proceeded to the step which was selected in this configuration Enter a maximum draft waiting time Enter the draft warning time 3 1 2 Created By The first step in every ticket flow is to select users or user groups which are entitled to create tickets in this ticket flow eBIT E ebit e business amp IT EntwicklungsGmbH 19 34 AGILIA Contact Ticketing 12 4 User group G r Administrator G r Developer G r Receiver Gg Support 2 a Iw entitled to create tickets S User 5 e A GA Iw Administrator a jw entitled to create tickets 7 entitled to add attachments va Iw entitled to complete tickets 6 H Figure 25 Created by 1 Here you see all available user groups In order to entitle whole user groups to create a ticket in this flow activate the checkbox next to the according user groups Note Only active user groups are displayed 2 You can determine for every user group whether members of this group are allowed to create a ticket in thi
33. s Every ticket flow is presented with its icon name ticket type and date of creation By clicking on the name of any flow you will get to the administration window Here you can edit and change the settings of this particular ticket flow 6 The button opens a write protected summary with all details and settings of a ticket flow eBIT E ebit e business amp IT EntwicklungsGmbH 29 34 AGILIA Contact Ticketing Workflow Name Helpdesk Profile required Created by Dattinger Michael Ticket type Customer Address required Created on 6 22 2006 2 51 06 PM Phone number required Changed by Schwendtner Gerry E mail address required Changed at 6 26 2006 2 38 01 PM New index card T Priority 0 First step Name Call Max draft wait time 5 Hours Draft warning 15 Minutes Category Details Category group Default category Required Active Module Module Dynabase Iv lv Priority Priority high Iw Iw Name entitled to create tickets entitled to add attachments entitled to complete tickets E Administrator iv E iv SS Receiver E iv iv r Spee Helpdesk M 3 sender further inquiry Helpdesk iv E Developer iv E Developer iv E Support v g Support Step 1 Helpdesk Name Helpdesk E mail subject Step number 1 E mail content Processing time 5 Hours E mail bcc Escalation time 0 Minutes E mail sender Notification sound Status jw Name entitled to edit tickets entitled to add attachments entitled to complete tickets
34. s and days off will not be considered in the calculation of the point of escalation Note Example given You enter 5 hours for the escalation time and the working hours are defined as Monday to Friday 8am 5pm You activate the option consider working hours The ticket is due to escalate at Monday 4pm but it will not escalate until Tuesday 12am In case you have not activated this option the ticket will already escalate at Mon day 9pm The same rule applies for days off whole days may not be considered when classified in the master data 16 Click this checkbox if you want to delay the escalation of follow ups Follow ups will only appear in the user s inbox after the point of follow up has expired There is also the possibility that the point of follow up is after the expired time of escalation In or der to prevent the ticket of escalating before the actual point of follow up you can use the function delay of escalation 17 Enter the period of time that a user is able to complete a follow up or to send it to a certain next step This period of time is only used in case the escalation time in this step has already expired 18 Select an action for the expiration of the reserved time When this period is over it 1s either possible to start the escalation send the ticket to the selected escalation step or to transfer the ticket to the selected next step 19 Click on and the ticket step will be saved 20 Click on and the configurations
35. s ticket flow Note In case a user group is not entitled to do so the ticket flow will not be selectable in the first place 3 You can determine for every user group whether members of this group are allowed to add an attachment when creating a ticket in this ticket flow Note In case a user group is not entitled to do so the option ADD ATTACHMENT will not be selectable 4 You can determine for every user group whether members of this group are allowed to complete a ticket of this ticket flow in the first step Note In case a user group is not entitled to do so the button will not be selectable 5 List of all available users in the system It is not only possible to entitle whole user groups to create ticket flows it is also possible for certain users All available users are listed and grouped in an alphabetical order last name Here you can determine which user is entitled to create or complete tickets or add attachments Note Only active users are displayed Click on and the configurations are saved the window is closed Click on and the window is closed without saving any settings eBIT rr ebit e business amp IT EntwicklungsGmbH 20 34 AGILIA Contact Ticketing 3 1 3 Next Step In every step of the ticket flow you are able to determine one or more next steps Also for the escalation step one or more next steps are selected 4 Si a Developer Sender further inquiry B E Re
36. ta e g ti tle name or ticket text Note A description in detail will be given in the following sections eBIT g ebit e business amp IT EntwicklungsGmbH 51 34 AGILIA Contact Ticketing d Save profile Save s 3 Complete 4 Send 5 6 Close Figure 6 Ticketing Buttons 4 Save profile This will save the entered data as profile in the system Dynabase The created pro file can now be found when searching see 2 1 1 Profile 5 Save This button basically has the same effect as Save profile The only difference is that the ticketing window will be closed after saving 6 Complete The ticket will be closed and can no longer be edited 7 Further inquiries The ticket is sent back by one step There it can be edited again After the editing of the ticket is finished it will be in the inbox of the one inquiring 8 Send When clicking on Send the ticket will be sent to the next step according to the es tablished ticket flow There it is available for further use 9 Close This will close the window All data that has not been saved will be deleted Note Depending on the step of the ticket flow you are currently in some buttons will not ap pear only grey 2 1 1 Profile As mentioned above the tab Profile is necessary for creating and searching profiles It is distinguished between general profile data like title name phone and fax number and so on see Figure 7 on t
37. to do so the option ADD ATTACHMENT will not be selectable 3 You can determine whether the recipient is entitled to edit the ticket in this step Note In case this operation is not allowed the button will not be activated for the re cipient 4 You can determine whether the recipient is entitled to complete the ticket in this par ticular step Note If this is not the case the button will not be activated when editing the ticket 5 List of all CAMPAIGN E MAIL ADDRESSES which were entered in the master data If you use an e mail template in this ticket step an e mail will be sent to the selected ad dress 6 List of all user groups that are available in the system Click the checkbox next to one or more user groups to select them as recipients in this particular ticket step It is eBIT E ebit e business amp IT EntwicklungsGmbH 27 34 AGILIA Contact Ticketing again possible to determine whether users are entitled to complete edit or add at tachments in this step Note Only active user groups are displayed 7 List of all available users in the system It is not only possible to entitle whole user groups to receive tickets it is also possible for certain users All available users are listed and grouped in an alphabetical order last name Here you can determine which user is entitled to create or complete tickets or add attachments Note Only active users are displayed 8 Click on and the configur
38. you see in the figure above e g Communication Channel and Prior ity Note The actual number of fields depends on the chosen ticket flow 3 New message You see date time of the ticket and who has created the ticket You can also docu ment internal and external communication If you mark a follow up it will be saved in your personal calendar and AGILIA will alarm you with a blinking icon 4 Predefined flows Here you can enter predefined ticket flows see administration Only ticket name and the message and also the follow up time have to be entered eBIT g ebit e business amp IT EntwicklungsGmbH 9 34 AGILIA Contact Ticketing 2 1 3 Mailing In AGILIA it is possible to use e mails fax or information material postal to answer queries The possibilities will be described in the following section By clicking Close or Send the selected way of answering a query is confirmed Note You will find a corresponding entry for all three answering options in the history of the profile 2 1 3 1 E mail Profile Mailing Ticket Templates iu Beci _ RE Subjects Message Figure 12 Sending e mails E mails consist like in MS Outlook of receiver subject message text and sometimes attachments In case you often want to send the same or similar e mails same subject or similar message or attachments AGILIA supports the possibility of saving templates Click on LsI button and in the now ope

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