Differences
This shows you the differences between two versions of the page.
|
ticketing_system [2021/05/11 10:35] Mircea Munteanu created |
ticketing_system [2021/05/11 10:56] (current) Simon Haller-Seeber |
||
|---|---|---|---|
| Line 1: | Line 1: | ||
| - | Create a new ticket | + | Paged moved -> [[:services:ifi-ticket]] |
| - | + | ||
| - | If you are not using the Ticketing System Web interface just send an email to: ifi-ticket@uibk.ac.at | + | |
| - | + | ||
| - | If you are using the Ticketing System Web interface press the "+" button on left down side of the interface. | + | |
| - | Fill in the fields: Title, Text, Group (Project), (CustomerSet)Priority, State (New), Customer (type your name or "IFI" , wait 2 seconds and select from list ). | + | |
| - | Fields marked with " * " are mandatory! | + | |
| - | Depending on your role there might be fields that are not available to you. | + | |
| - | Press "Create" button. | + | |
| - | Please see image below for clarification: | + | |
| - | {{:image1.png?400|}} | + | |
| - | + | ||
| - | + | ||
| - | What should be expected when a ticket is created? | + | |
| - | + | ||
| - | Rules: | + | |
| - | First Reaction Time - we will "react" in 1 hour during core time (9:00- 17:00). Assign ticket to available user. | + | |
| - | Update Time - we will "update" the ticket with the "Best Effort" in mind in minimum 1 day, if not possible the status will be specified in the ticket comments. | + | |
| - | Solve - we will "resolve" the ticket in maximum 48 hours. | + | |
| - | If any of these rules are broken an "Escalation" email will be sent to all agent users. | + | |
| - | + | ||
| - | No private data (password, IP, etc) should be put in tickets. | + | |
| - | + | ||
| - | + | ||
| - | Initial Setup | + | |
| - | + | ||
| - | Official Documentation: | + | |
| - | https://docs.zammad.org/en/latest/ | + | |
| - | + | ||
| - | Installation: | + | |
| - | Centos 7 with iptables not firewalld | + | |
| - | https://docs.zammad.org/en/latest/install/centos.html | + | |
| - | Install ElasticSearch, then Zammad | + | |
| - | Integrations: LDAP - only for sysadmins as Admin with Agent ticket solving rights. | + | |
| - | After 6 wrong logins the user is blocked, this is not shown anywhere but logs. to unlock: use direct access to DB (details later). | + | |
| - | + | ||
| - | If a Customer signs up for an account he will get a 500 error, an Admin has to "activate" this account. | + | |
| - | + | ||
| - | Settings -> Triggers : | + | |
| - | 1. will correlate this CustomerSetPriority to system Priority. | + | |
| - | 2. notify customer by email for updated tickets | + | |
| - | 3. notify for closed ticket | + | |
| - | + | ||
| - | Settings -> SLA: | + | |
| - | 3 actions for triggering an escalation: 1 hour new ticket, 1 day update ticket, 2 days resolve ticket. | + | |
| - | + | ||
| - | + | ||
| - | Zammad users configuration | + | |
| - | + | ||
| - | + | ||
| - | "Managers" Group are users who can see multiple projects with the rights read/overview/full on specific projects | + | |
| - | To create a "Manager" fist add the user in ifi-auth to the "ifi-TS-managers" group then in TS grant him "manager" role and set which projects can control | + | |
| - | Users with multiple roles will NOT be listed in the Managers tab | + | |
| - | One USER cannot be at the same time "Agent" and "Customer" - he will see others group tickets. | + | |
| - | When an "Admin/Agent" sends an email to ifi-ticket@uibk to create a new ticket, no "new ticket" emails will be sent to all Agents. the ticket appears for Group "Users" and need to be assigned to the correct Group and owner. | + | |
Last modified: 2021/05/11 10:35 by Mircea Munteanu