Download AGILIA

AGILIA Contact
Ticketing
Table of Contents
1
2
3
4
INTRODUCTION.............................................................................................................................. 4
Where Do I Find the Menu Item Contact? ....................................................................................... 4
Where Do I Find the Menu Item Project Administration? ................................................................ 4
Where Do I Find the Menu Item Master Data? ................................................................................ 4
CONTACTDESK.............................................................................................................................. 5
2.1 Create Ticket ........................................................................................................................... 5
2.1.1 Profile ........................................................................................................................... 6
2.1.2 Ticket ............................................................................................................................ 9
2.1.3 Mailing ........................................................................................................................ 10
2.2 Edit tickets ............................................................................................................................. 11
2.2.1 Inbox ........................................................................................................................... 11
2.2.2 Views .......................................................................................................................... 14
2.3 Calendar ................................................................................................................................ 15
PROJECT ADMINISTRATION ...................................................................................................... 17
3.1 Create Ticket Flow ................................................................................................................ 17
3.1.1 First Step .................................................................................................................... 17
3.1.2 Created By ................................................................................................................. 19
3.1.3 Next Step .................................................................................................................... 21
3.1.4 Catergory.................................................................................................................... 22
3.1.5 Owner ......................................................................................................................... 23
3.1.6 New Step .................................................................................................................... 24
3.1.7 Recipient(s) ................................................................................................................ 26
3.2 Edit Existing Flows ................................................................................................................ 29
MASTER DATA ............................................................................................................................. 31
4.1 Ticket Type ............................................................................................................................ 31
4.2 Ticket Category ..................................................................................................................... 31
4.3 Ticket Category Group .......................................................................................................... 32
4.4 Ticket Completion Reason .................................................................................................... 32
4.5 Days Off ................................................................................................................................ 33
4.6 Notification Sound ................................................................................................................. 33
4.7 Working Hours ...................................................................................................................... 34
© ebit e business & IT EntwicklungsGmbH
3 / 34