General

• Use customer status rights: If this setting is active, you can set the rights of the status values of a ticket per user. This setting has to be set in the database. In this case you must enter the user and the primary key from the table "PROSTATUS" into the table "PROSTATUSUSER" with the "Permission 1" for read rights and the "Permission 2" for write rights. If you want to assign rights for the user's group, you must enter the primary key (PROSTATUSKEY) from the table "PROSTATUS" in the table "PROSTATUSGR", with the permission described above and the group number from the table "PWUSER" the column "GRNR". To set permissions for a main group, you must fill the table "PROSTATUSOGR" with the primary key from the table "PROSTATUS" and the respective permission with the main group number, which you find in the table "PWUSER" in the column "OGRNR".

• Customer status dependent on ticket type: The dependency on the ticket status including the rights described above is meant with the ticket types. The table "PROKEYPROSTATUS" is responsible for linking the ticket types and the ticket status. There you have to enter the primary key (PROSTATUSKEY) from the table "PROSTATUS" and the primary key (PKEY) from the table "PROKEY". In addition the rights for the ticket status must be correct, otherwise the link to the ticket type will not be loaded.

• Use dependencies between fault codes: Determine whether the fault codes are connected to each other. If there is no dependency, you can select a code independently of the previous fault code. If there is no dependency, all fault codes are displayed when you select the tab. If you have activated the dependency, you can only enter the fault codes in a certain predefined order because the next selection list changes depending on the previous selection. In case of a dependency, the next fault code always appears.

• Deadline from SLAs: Determine whether the SLA date should be adopted as the date for the ticket.
  

• Copy article from machine to machine: Materials can be copied to one or more machines.

Create assignment from ticket

In this section, you set whether the title of the ticket will be copied into the title of the assignment. Select the source of the assignment's work instruction.

Set whether the deadline of the ticket is to be copied into the assignment. Set the default duration of a project in days.

With the setting Copy article to assignment, you can select whether the articles that have been saved in the created ticket are to be copied to the assignment. For this purpose, you have to activate the action from the ticket. If this action is deactivated, the articles will be assigned to the project.

Ticket types, Ticket status, Ticket urgency, Medium and Role

You can add new entries in these areas. By clicking on a line, you edit existing entries with or remove entries with button.

The ticket types can chosen in a ticket from a drop down menu. This can be for example the ticket type "Disturbance".

The ticket status is selectable as well and indicates the status of the ticket processing (e.g. status "New").

You can specify the ticket urgency in the ticket under "Urgency". With the urgency you can indicate how important it is to process the ticket quickly. The urgency "Very High", for example, requires faster processing than the urgency "Normal". With the item "Medium" you can specify how you have communicated or continue to communicate with the customer (for instance via email).

You can use a role for the linking tickets. With the role you can specify, why you are linking the two tickets with each other. An example for roles would be "Offer", which would mean that both tickets belong to the same offer.