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Quick Start
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Release Notes
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Short Overview
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Work place
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- What is the Ticket Pool?
- Ticket Pool Walkthrough
- How to use the Clipboard tab
- How to use the Ticket info tab
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- What can be done in the Ticket Pool?
- How to search for tickets
- How to link & unlink components together
- How to filter for tickets
- How to fine-search for tickets
- How to download ticket data as an .xls sheet
- How to copy filters / queries for colleagues
- How to email filters / queries to colleagues
- How to customize the Ticket Pool
- How to interact with tickets
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Admin panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- Automated Actions Walkthrough
- How to setup Custom Automated Actions
- How to setup preconfigured Automated Actions
- How to create & edit Conditions
- How to create & edit Indications
- How to setup Email templates
- How to create & edit the ticket duration
- How to setup Custom fields
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Mobile App
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Live Tracking
Create & edit projects
Under this tab you can configure projects for a personalized work place experience.
Expand the menu by clicking the expand arrow in the Navigation OR click directly on the Process symbol to reveal all options of Process configuration.
Go to Process -> Projects.
- Click the plus button right next to the search bar to add a new project.
- Fill in or edit the following tabs: Basic, Data security.
1. Basic tab
- Decide if your new or existing project should be set to active in the system.
- Insert a name for your new project. The name of existing projects cannot be changed afterwards.
- Select a workflow from the drop down that you want to use for your project.
- Select a Ticket source for your new or existing project (Default: Basic).
- Select if your new or existing project should consider skill based selection of engineers.
- Select if the Parts tab should be available for your new or existing project.
- Select if tickets for this project are not allowed to violate with the LSDT. Violation of the LSDT means that tickets are allowed to expire the LSDT.
- Click Save.
2. (Optional) Data security tab
- Select if you want to enable data anonymization for this project by turning the toggle right.
- Insert a number of days in the retention days window if you want to set an offset of days until resolved tickets should get anonymized.
- Select the fields you want to anonymize by toggling items you want to anonymize to the right.
Let’s say you want to anomyize the Affected person’s company and the Affected person’s primary phone number.
What you would do is toggle those two toggles to the right and insert a blind text in the right blind text box with a text that should be displayed instead (eg. PRIVATE).
3. (Optional) Enduser not reached tab
(Optional) Enable Strike Count
The Strike count assists you to apply business conformities into the system and perfectly assists dispatchers in their daily job.
The Strike is visible for the dispatcher, while scheduling tickets and while clicking Callback Req. and while reaching the limit.
- Toggle the switch to the right.
- Insert the number of strikes (Default: 3) that should be applied for this project.
- (Optional) Set a message that should appear for the dispatcher when the count reaches the limit.
- (Optional) Translate this message to other languages.
- Click Save.
(Optional) Enable Waiting Duration
The Waiting Duration is visible for the dispatcher, while scheduling tickets and while clicking Enduser not reached.
- Toggle the switch to the right.
- Insert a duration. You can set minutes, hours and even days.
- Click Save.