The Ticket System link under Tech Support leads to an on-line system for tracking
customer problems which can be used by your tech support staff. Login as 'administrator'
with password 'rodopi' the first time.
In the top frame there are links to the major groups of actions you can perform. The links
are: Support, KB, Publish, Positions, Logout and Help.
Under Positions you have the possibility to manage the positions, to assign
positions to the employees, edit the positions and edit the ticket priorities. When you
get to positions you will see a list of the created positions, employees and their
responsibilities, if you have created ones.
You create, delete or edit employees by clicking the Edit Employees link. At the
bottom row you can add an employee. The employees you want to delete you select by the
check-box next to their names. Also you can make any corrections in the fields. When you
are finished click the Update button to confirm your changes.
You create, delete or edit positions by clicking the Edit Positions link. At the
bottom row you can add a position. The positions you want to delete you select by the
check-box next to their IDs. Also you can make any corrections in the fields. The
"CanChangeAll" field specifies whether the person in this position can change
everything or not. A value of -1 means "yes" and 0 means "no". When
you are finished click the Update button to confirm your changes.
You edit, delete or edit ticket priority by clicking the Edit Ticket Priorities
link. At the bottom row you can add a ticket priority. The priorities you want to delete
you select by the check-box next to their IDs. Also you can make any corrections in the
fields.
You create or delete position assignments by clicking the Edit Position Assignments
link.At the bottom row you can pick a position and an employee to create a new assignment.
The assignments you want to delete you select by the check-box next to their names.
Note: The employees assigned in the Ticket System are not used anywhere else in RODOPI.
The Ticket System is a separate module.
Under the Support section you have the possibility to manage the tickets. Here the
page is separated into tree frames. The upper contains the links to the main groups of
operation. The left contains fields for filter search, and the right contains the results
of the search.
You create a new ticket by pressing the Create new ticket button in the left frame.
Afterwards, you have to specify the priority, the due position, the due person, username
and to describe the new ticket. An ID for the ticket will be generated.
You edit a ticket by clicking its ID. In the right frame you will receive all the
information about the ticket. First comes the ticket header. It contains general
information for the ticket. Next comes the ticket history. The history keeps track of all
the changes made in the ticket . If you have the rights you can edit the values of the
different attributes of the ticket (e.g. due position, due person etc.) You save your work
by clicking the Change ticket button. Also you may take different working notes on
the ticket. Just write your note and press the Save button.
If you want you may specify different criteria in the left frame to narrow the ticket list
that you see in the right frame.
To avoid solving the same problem many times and to reduce tech support calls you can
use the Knowledge Base module. It's up to your tech support staff to check if the
customer's problem has already been solved, and to publish the solutions to the new
problems that arise. And you can give your customers access to the knowledge base so they
can look for solution before they call tech support.
When you want to enter a new solution you have to enter The ticket system. Then from the Publish
link you will get a new page. There you can enter the problem ,the solution and you can
enumerate some keywords this topic has to be searched by.
Note: if the user wants to see all the topics he or she should enter "*"
(asteric char).