|
|
| (12 intermediate revisions by 2 users not shown) |
| Line 1: |
Line 1: |
| Ticket System User Guide for Customers
| | #REDIRECT [[TicketSystemCustomerGuide]] |
| | |
| Indroduction:
| |
| Customer with valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS).
| |
| The ticket system provides additional features for communication between you and Open-xchange, but it is not
| |
| meant as a full substitution of email conversation. Hence you have still to start new incident requests via email
| |
| by adding the license key. This user guide gives an overview about the usage and benefits using this interface.
| |
| | |
| Preliminary:
| |
| First you have to know the login name of your Open-Xchange LDB account where you registered the support license key you are
| |
| using for your requests. If you do not own or activate a valid support key (not maintenance), you don't have access rights
| |
| to the ticket system. If in doubt, please check via our license portal for a valid license key with '-SaaS-' or '-SUP-'
| |
| pattern:
| |
| | |
| Open-Xchange License Portal URL: https://ldb.open-xchange.com
| |
| | |
| Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your
| |
| ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also
| |
| disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong
| |
| or improper email address in your LDB settings, please contact the Open-Xchange support so we can use the address of your choice
| |
| for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours
| |
| automatically.
| |
| | |
| How to get access?
| |
| The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link,
| |
| further steps are described within an email, you will get to the address explain inside the preliminary section:
| |
| | |
| Ticket System Customer URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset
| |
| | |
| Ticket System Overview:
| |
| | |
| After login you will enter the overview page 'My Tickets', this view is sadly misleading because it will list only invalid tickets.
| |
| | |
| <default_overview>
| |
| | |
| Important: You have to switch to 'Tickets' --> 'Company tickets' to get the list for valid tickets.
| |
| | |
| <company_overview>
| |
| | |
| Overview Top Bar:
| |
| Tickets
| |
| My Tickets --> Default view with invalid only tickets
| |
| Company tickets --> Relevant company view with valid tickets
| |
| Search --> Ticket Search
| |
| Preferences --> Password change, language settings, PGP keys, etc ..
| |
| | |
| Usage:
| |
| You will get a direct link to the ticket within the an auto reply after your initial reporting email, hence it should be very easy to
| |
| find the tickets you are looking for.
| |
| | |
| <example-auto-reply>
| |
| | |
| Once you open the ticket detail view, you will get an overview of important details about ticket number, current state and priority
| |
| within a small box at upper right of the window. Also you will find a reply button at the bottom left on the page:
| |
| | |
| <ticket overview>
| |
| | |
| By clicking on 'Reply' you are able to give us additional details, add attachments up to 1GB size or close the ticket by your self.
| |
| | |
| <reply-button>
| |
| | |
| Privacy Data Policy:
| |
| According to German law, companies are forced to handle any (log) files from customers which contain data
| |
| related to a third person or has any privacy protection in special way. Even so they have to be deleted
| |
| once they aren't used any more. To fulfill this requirement, customers and support agents have to keep the
| |
| readable ticket communication, in form of email/article body, subject or attachment names, free from any
| |
| privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even
| |
| credentials to system accounts. This privacy data only has to be hand over in form of attachments which was
| |
| common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment
| |
| in encrypted emails or provided by projected download links.
| |
| | |
| Access to privacy data is mandatory up to three months after a ticket goes into 'closed' state.
| |
| The closed state represents from Open-Xchange point of view that an issue has been solved without
| |
| customer verification, the customer has the right to reopen tickets in this period. Hence there
| |
| is a strong need for keeping integrity of ticket data hand over by the customer until it is ensured
| |
| not escalation or even contract penalties take place.
| |
| | |
| Open-Xchange introduces a weekly ticket system deletion process, the deletion work on ticket attachments and on
| |
| raw email files which are affected by attachments. The automatic deletion of privacy data takes place weekly at
| |
| Sunday and affects tickets which are since 90 days in a 'closed' state. This deletion process checks and handles
| |
| the hole ticket stock, regardless on queues or if they are proceeded before.
| |