====== 1stAnswer WIKI ====== {{:1stanswer_logo_klein.jpg|}} Welcome to the 1stAnswer WIKI. Here you can find most up to date information, help and tips about the 1stAnswer release 4 software solution. You need to register for an access to this WIKI. Your personal account can be obtained through our Samhammer Operations & Support Team. Please call +49 (961) 3910-110 or send an email to support@samhammer.de. The WIKI is structured in different modules. Please choose from the sitemap below or use the search on top of the page: ====== 1stAnswer Service CRM Suite ====== * [[en:intro:about|About 1stAnswer]] * [[en:intro:start|First Steps]] * [[en:intro:schulung|Training]] (since March 2012 in German) * [[en:intro:community|Community]] {{:en:rtemagicc_4382689b97klein.png|Xing}} {{:en:rtemagicc_b4c1714479klein.jpg|Twitter}} {{:en:rtemagicc_d0842c4e07klein.jpg|Facebook}} ===== My 1stAnswer Dynamic [available in Version 5.0] ===== [[en:intro:start#my_1stanswer| My 1stAnswer]] == Cockpit == *[[en:my1stanswer:cockpit#add_new_cockpit| Add new Cockpit]] *[[en:my1stanswer:cockpit#allocate_a_role_to_my_1stanswer_cockpit| Allocate a role to My 1stAnswer Cockpit]] *[[en:my1stanswer:cockpit#delete_existing_cockpit| Delete existing Cockpit]] == Web-Part == *[[en:my1stanswer:webpart#web-part-types| Web-Part-Types]] *[[en:my1stanswer:webpart#add_web-part| Add Web-Part]] | [[en:my1stanswer:webpart#edit_web-part|Edit]] *[[en:my1stanswer:webpart#delete_web-part| Delete Web-Part]] *[[en:my1stanswer:webpart#asjust_web-part-arrangement| Adjust Web-Part-Arrangement]] *[[en:my1stanswer:webpart:erweiterung|Grouping]] ===== Incident Management ===== [[en:im:start|Relevance and general informations]] == Create Incidents == * [[en:im:create:start#(a)_create_incident_for_me|Create Incident for me]] * [[en:im:create:start#(b)_create_incident_with_business_partner|Create Incident with business partner]] * [[en:im:create:start#(c)_create_incident_for_an_existing_customer|Create Incident for existing customers]] * [[en:im:create:start#(d)_create_incident_for_a_new_customer|Create Incident for new customers]] * [[en:im:create:start#filling_out_the_incident|Filling out the incident]] * [[en:im:create:start#e-mail_to_the_customer_after_creation_of_an_incident|E-Mail to the Customer after Creation of an Incident]] * [[en:im:create:start#manage_customer_data_in_the_incident|Manage Customer Data in the Incident]] * [[en:admin:casetemplates|Create new Incident quickly [in Version 5.3] ]]NEW! == Find Incidents == * [[en:im:pool:start]] * [[en:im:pool:start#overview_and_functions|Overview and Functions]] * [[en:im:pool:start#incident-id_search|Quick search via ID]] * [[en:im:pool:start#keyword_search_and_extended_search|Quick search via keyword]] * [[en:expertsearch:start#extended_search_and_fine_tuning|Extended search]] * [[en:im:pool:start#adjust_incident_pool|Adjust Incident Pool]] * [[en:standardexport:pool|Excel-Export of the pool]] * [[en:im:pool:history]] * [[en:im:pool:start#assigned_incidents|Assigned Incidents]] * [[en:admin:qualitaetssicherung|E-Mail QS [since version 5.4] ]] NEW! == View Incident == * [[en:im:detail:start#the_informationbar_on_the_left_hand_side|The Informationbar]] * [[en:im:detail:start#my_incidents|My Incidents]] * [[en:im:detail:start#open_incident-detail_view_in_read-only_mode|Open Incident-Detail-view in read-only mode]] * [[en:im:detail:start#open_the_incident_in_edit_mode|Open the Incident in edit mode]] * [[en:im:detail:sectretkey_-_funktionalitaet|Secret key function]] == Edit Incident == * [[en:im:detail:edit#search_incident_and_assign_to_me|Search Incident and assign to me]] * [[en:im:detail:extendededit#open_an_incident_assigned_to_another_user|Open an Incident assigned to another user]] * [[en:im:detail:extendededit#reopen_incident|Reopen Incident]] -> [[en:im:detail:extendededit#description|Description]] * [[en:im:detail:extendededit#change_categories|Change categories]] * [[en:im:detail:extendededit#select_priority|Select Priority]] * [[en:im:detail:extendededit#add_additional_attributes|Add additional attributes]] * [[en:im:detail:extendededit#add_configuration_item_from_52|Add configuration items [from Version 5.2] ]] * [[en:im:detail:extendededit#add_configuration_item_from_54|Add configuration items [from Version 5.4] ]] -> [[im:detail:extendededit#beschreibung|Course of solution]] * [[en:im:detail:edit#new_design|New Design! [since Version 5.5] ]] NEW! * [[en:im:detail:edit#add_comment|Add comment]] | [[en:im:detail:edit#delete_comment|Delete comment]] | [[en:im:detail:edit#private/_public_comment|Private/ Public comment]] * [[en:im:detail:edit#enter_solution|Enter solution]] * [[en:im:detail:edit#add_attachment|Add attachment]] * [[en:im:detail:edit#activity_input|Activity input]] * [[en:im:detail:edit#the_last_status|Last status]] -> [[im:detail:extendededit#beschreibung|Relations]] * [[en:im:detail:extendededit#create_a_relation_between_incidents|Create relations]] -> [[im:detail:extendededit#beschreibung|Tasks]] * [[en:im:detail:edit#create_new_task|Create Task]] | [[en:im:detail:edit#edit_task|Edit Task]] -> [[im:detail:extendededit#beschreibung|Customer]] * [[en:im:create:start#manage_customer_data_in_the_incident|Manage Customer Data]] -> [[en:im:detail:extendededit#incident_invoicing|Invoicing]] * [[en:im:detail:extendededit&#incident_invoicing| Incident Invoicing]] -> [[im:detail:extendededit#beschreibung|Technician]] * [[en:im:detail:edit#technician|Request Technician Appointment]] -> [[im:detail:extendededit#beschreibung|I want to Panel]] * [[en:im:detail:edit#i_want_to_panel|A list of all available functions]] * [[en:im:detail:edit#send_email_to_customer|Send email to customer]] * [[en:im:detail:edit#notification_of_the_customer|Set status notified]] * [[en:im:detail:edit#close_the_incident_successfully|Close incident successfully]] * [[en:im:detail:extendededit&#suspend_escalation|Suspend escalation]] | [[en:im:detail:extendededit&#resume_escalation|Resume escalation]] * [[en:im:detail:extendededit#sending_incidents_to_the_2nd_3rd_level_support|Sending incidents to the 2nd/ 3rd Level support]] * [[en:im:detail:extendededit#processing_of_incidents_in_the_2nd_3rd_level|Processing of incidents in the 2nd/ 3rd level]] * [[en:im:detail:extendededit#assign_incident_to_support_team|Assign support team]] * [[en:im:detail:extendededit#create_new_problem| Create new Problem]] * [[en:im:create:for8dreportt]] * [[en:im:detail:extendededit#create_a_knowledge_base_article| Create new Knowledge Base Article from Incident]] == Incidents via remote == * [[en:im:create:anfrageremote|New Incident via remote]] * [[en:im:create:anfrageremoteanzeigen|Show Incident via remote]] | [[en:im:create:anfrageremoteanzeigen#edit_an_incident_on_remote|edit]] == Incident with 8D-Report == * [[en:im:create:for8dreportt|Create new 8D-Report out of the Incident]] | [[en:im:create:for8dreportt#create_out_of_the_8d-report_pool|Create new 8D-Report out of the Pool]] * [[en:expertsearch:start|Find 8D report]] * [[en:im:create:for8dreportt#edit_8d-report|Edit 8D report]] * [[en:im:create:for8dreportt#create_measures|Create measures]] * [[en:im:create:for8dreportt#send_8d-report|Send 8D report]] ===== Problem Management ===== [[en:pm:start|What is it?]] == Problem anlegen == * [[en:pm:create:start]] * [[en:pm:create:start|New Problem from Incident]] == Probleme finden == * [[en:pm:pool:start]] * [[en:pm:pool:start#default_search_via_id|Default search vial ID]] * [[en:pm:pool:start#meine_problem-historie_als_problemmanager|Meine Problem-Historie]] * [[en:pm:pool:start#meine_probleme_in_bearbeitung|Meine Probleme in Bearbeitung]] == Probleme ansehen == * [[en:pm:pool:start|Open Problem in read-only]] * [[en:pm:pool:start|Open Problem in edit mode]] * [[en:pm:pool:start|Open Problem which is already assigned to another user]] == Problem bearbeiten == * [[en:pm:create:start#configuration_item_hinzufuegen|Add Configuration items]] * [[en:pm:detail:edit#comments|Add comments]] * [[en:pm:detail:edit#add_attachment|Add attachements]] * [[en:pm:detail:edit#solve_problem|Enter solution]] * [[en:pm:detail:edit#close_reopen|Close / reopen]] * [[en:pm:detail:edit#reject|Reject]] * [[en:pm:detail:edit|Problem Historie]] * [[en:pm:detail:edit#create_relations|Create relations]] * [[en:pm:detail:edit|send email]] * [[en:pm:detail:edit|Create new Problem]] * [[en:pm:detail:edit|create Knowledgebase article]] * [[en:pm:detail:edit|Set hold release date]] * [[en:pm:detail:edit|Create 8D-Report]] ===== Service Management ===== [[en:sm:start|Service Management]] ==== Technician Schedule ==== * [[en:sm:technicianschedule:start|Assignment scheduler overview]] * [[en:sm:technicianschedule:create|Dispose appointment]] * [[en:sm:technicianschedule:shift|Adjust appointment]] * [[en:sm:technicianschedule:start#assign_more_than_one_technician_to_a_service_call|Assign more than one technician to a service call [since version 5.7] ]] New! ==== System Allocation Table ==== * [[en:sm:servicecalls:create|Create service order]] | [[en:sm:servicecalls:create#|Allocate service order to egineer]] * [[en:sm:servicecalls:open|Show service orders]] ==== Tasks ==== * [[en:sm:task:start|Task management]] * [[en:sm:task:start|Create new task]] * [[en:expertsearch:start|Find tasks]] * [[en:sm:task:start|Edit task]] == Service calls == * [[en:sm:servicecalls:create|Create Service calls]] | [[en:sm:servicecalls:create#assign_to_a_technician|Assign to a technician]] * [[en:sm:servicecalls:open|Show Service calls]] * [[en:sm:servicecalls:open#delete_and_restore_servicecalls|Delete and restore Servicecall [since version 5.0] ]] * [[en:sm:servicecalls:history|History of Service calls]] == Service reports == * [[en:sm:servicereport:open|Show Service reports]] * [[en:sm:servicereport:open|Fill Service reports]] * [[en:sm:servicereport:close|Sign as completed]] * [[en:sm:servicereport:export|Set Service call ready for billing]] ===== Change Management ===== * [[en:cm:start|Request for Changes]] * [[en:cm:start|Changes]] * [[en:cm:start|Forward Schedule of Changes]] * [[en:cm:start|Releases]] ===== Knowledge Base ===== * [[en:kb:start|Way to the Knowledge Base Pool]] * [[en:kb:start#wissensdatenbankartikel_finden|Find item]] * [[en:kb:edit|Edit item]] | [[en:kb:edit#status_von_wissensdatenbankartikel_aendern|Publish]] ===== Reporting/ Analysis ===== [[en:Reporting:start|Reporting and Analysis]] * [[en:Reporting:start#realtime_monitor|Realtime Monitor]] * [[en:Reporting:start#availabilityreport_(available_till_version_4.2)|Availabilityreport [available till version 4.2] ]] * [[en:Reporting:start#license_statistics|License Statistik]] * [[en:Reporting:start#solution_time|Solution Time]] * [[en:Reporting:start#response_time|Response Time]] * [[en:Reporting:start#1st_answer_rate|1st Answer Rate]] * [[en:Reporting:start#categories|Categories]] * [[en:Reporting:start#data_export|Data Export]] * [[en:Reporting:start#aenderungen_an_configuration_items|Änderungen an Configuraion Items]] * [[en:Reporting:start#malfunction|Malfunction]] * [[en:Reporting:start#problem_export|Problem Export]] * [[en:Reporting:start#problem_realtime_monitor|Problem Realtime Monitor]] * [[en:Reporting:start#requests_for_change|Requests for Change]] * [[en:Reporting:start#outages|Outages]] * [[en:Reporting:start#change_procressing_time|Change Processing Time]] * [[en:Reporting:start#support_level_reaction|Support level Reaction]] ===== Master Data ===== ==== Customer ==== * [[en:customer:start]] * [[en:customer:start#search_customers|Search Customer]] * [[en:customercompanycockpit#customer_cockpit|Customer Cockpit]] * [[en:customercompanycockpit#dynamic_customer_cockpit|Dynamic Customer Cockpit]] * [[en:customer:edit]] | [[en:customer:Interacting contact persons]] * [[en:customer:create|Create New Customer]] * [[en:customer:start#create_new_incident|Create New Incident]] * [[en:customer:create#customer_self_registration|Customer Self Registration]] * [[en:customer:installedbase|Die Installed Base]] * [[customer:registration|User-Registration]] FIXME ==== Company [available in Version 5.1]==== NEW! FIXME \\ * [[en:update:companyMigrationHandler|FirmenMigration in 5.1 and higher]] * [[en:company:start|Way to company Pool ]] * [[en:company:start#set_up_new_company|Set up new company]] * [[en:expertsearch:start|Company search]] * [[en:customercompanycockpit|Company Cockpit]] * [[en:company:administrate#edit_company_data|Edit company data]] * [[en:company:administrate#create_new_contact_for_current_company|Create new contact for current company]] * [[en:company:administrate#manage_contact_persons_of_this_company|Manage contact persons of this company]] * [[en:company:administrate#ansprechpartner_bearbeiten|Ansprechpartner bearbeien]] * [[en:company:administrate#company-ci_relations|New company-CI relations]] * [[en:company:administrate#company-ci_relations|Manage company-CI relations]] * [[en:company:administrate#company_relations|Create company relations]] * [[en:company:administrate#company_relations|Manage company relations]] ==== Configuration Management Database / CMDB ==== * [[en:cmdb:about| Backround Information CMDB]] * [[en:cmdb:start|Way to the Pool]] * [[en:cmdb:create | Create new onfiguration item]] * [[en:cmdb:start| Find configuration items]] * [[cmdb:start#configuration_management_/_maschinen_datenbank_ab_4.2.9|Find Configuration Item [since Version 4.2.9] ]] * [[expertsearch:start|Find Configuration Item [since Version 5.1] ]] * [[en:cmdb:edit|Edit Configuration Item]] * [[en:cmdb:edit|Edit Configuration Item [since Version 4.2.9] ]] * [[en:customer:installedbase|Allocate customer [till Version 5.0] ]] * [[en:cmdb:edit#allocate_contact_person_[available_in_version_5.1]|Allocate contact person [available in Version 5.1] ]] * [[en:cmdb:edit#allocate_company_[available_in_version_5.1]|Allocate company [available in Version 5.1] ]] * [[en:cmdb:item | Configuration item as material or service]] * [[en:standardexport:pool|Excel Export of the CMDB Pool]] ==== Contractmanagement [available in Version 5.2] ==== * [[en:contract:start|Way to SLA Pool]] * [[en:expertsearch:start|Find SLA]] * [[en:contract:start|Create new SLA]] * [[en:contract:start|Edit SLA]] * [[en:contract:start|Details]] * [[en:contract:start|Positions]] * [[en:contract:start|Attachments]] * [[en:contract:start|Person responsible]] * [[en:contract:start|History]] * [[en:contract:start|I Want To-Panel]] * [[contract:reminder_service|Reminder Service]] ===== Settings / Administration ===== * [[en:admin:start|Administration]] * [[en:admin:businesshours]] * [[en:admin:casetemplates|Incident Templates [available in Version 5.1] ]] * [[en:admin:changepassword]] * [[en:admin:customattributes]] * [[en:admin:surveys|Customer surveys]] * [[en:admin:wordtemplates|Document Template]] * [[en:dynGui:start|Dynamic master data masks (since version 5.1) ]] * [[en:admin:mailconfiguration|Email Delivery [since version 5.4] ]] * [[en:admin:qualitaetssicherung|Email QS]] * [[en:admin:emails|Email templates]] * [[en:admin:escalation|Escalation service]] * [[en:admin:itilpriorities]] * [[en:admin:priorities]] * [[en:admin:qualification]] * [[en:admin:roles|Role administration]] * [[en:admin:solutionclassification]] * [[en:admin:users#assign_remove_substitutes|Substitute]] * [[en:admin:supportcategories]] * [[en:admin:supportteams]] * [[en:admin:qualification|Technician qualification]] * [[en:admin:users|User administration]] * [[en:admin:profile|User profile]] * [[en:admin:rights|User rights]] * [[en:admin:interesting|Interesting for administrators]] * [[en:admin:sysadmin:webfrontend|Systemeinstellungen/ -administration über Web-Frontend [ab Version 5.3] ]]NEU! * [[en:admin:sysadmin:webfrontend#globalSettings/globale_einstellungen|GlobalSettings]] * [[en:admin:sysadmin:webfrontend#mandators_/_mandanten|Mandanten]] * [[en:admin:sysadmin:webfrontend#web.config|Web.Config]] * [[en:admin:sysadmin:start|Systemeinstellungen/ -administration in der Datenbank]] * [[en:admin:sysadmin:start#einstellmoeglichkeiten_in_datenbank|Einstellmöglichkeiten in der Datenbank]] * [[en:admin:sysadmin:start#globalsettings_applikationseinstellungen|GlobalSettings (Applikationseinstellungen)]] * [[en:admin:sysadmin:start#mandator_(mandantenspezifische_einstellungen)|Mandator (mandantenspezifische Einstellungen)]] * [[en:admin:sysadmin:start#remote-system_(systemschnittstelle)|Remote-System]] * [[en:admin:sysadmin:start#custommenueentry|Custom Menu Entries]] * [[en:admin:sysadmin:start#web.config_(einstellungen_der_webapplikation)|Web Config]] * [[en:admin:sysadmin:start#bereich_appsettings|Bereich appSettings]] * [[en:admin:sysadmin:start#bereich_databasesettings|Bereich databaseSettings]] * [[en:admin:sysadmin:start#scheduler_einstellungen_(firstanswer.scheduler.config)|Scheduler Einstellungen (FirstAnswer.Scheduler.config)]] * [[en:admin:sysadmin:start#intelligent_email|Intelligent Email]] * [[en:admin:sysadmin:start#escalations_dienst|Escalations Dienst]] * [[en:admin:sysadmin:start#mail_service|Mail Service]] * [[en:admin:sysadmin:start#cleanup_service|Cleanup Service]] * [[en:admin:sysadmin:start#case_export_service|Case Export Service]] * [[en:admin:sysadmin:start#transaction_queue_service|Transaction Queue Service]] * [[en:admin:sysadmin:start#task_management_service|Task management service]] * [[en:admin:sysadmin:attachmentfilter|Attachment Filter]] ===== Notes ===== * [[en:notes:start|Notes]] ===== Intelligent E-Mail ===== * [[en:intelligentemail:start|Intelligent E-Mail]] ===== Remote System Interface ===== * [[en:remotesysteminterface:start|Configuration Remote System Interface]] ===== Default-Imports ===== * [[en:standardimport:kun|Customer]] * [[en:standardimport:confit|Configuration Items]] * [[en:standardimport:sla|Service Level Agreements [available in Version 5.2] ]] ===== Client Tools ===== ==== Downloads ==== * [[en:admin:downloads|Downloads [available in Version 5.3] ]] ==== CTI Client ==== * [[en:cti:start|About CTI Client]] * [[en:cti:start|Setup]] ==== iPhone App [available in Version 5.2] ==== NEW! * [[en:iphone:start|iPhone interface]] ==== Translationstool [removed in Version 5.7!!] ==== * [[en:translationtool:translationtool|About the Translationtool]] * crossmodus function * [[en:translationtool:translationtool|Open a data]] * [[en:translationtool:translationtool|Change modus]] * [[en:translationtool:translationtool|Save the data]] * [[en:translationtool:translationtool|Edit mode]] * [[en:translationtool:translationtool|Searchfunction]] * [[en:translationtool:translationtool|Service mode]] * [[en:translationtool:translationtool|Create new mode]] ===== Closing words ===== For further questions and suggestions please don't hesitate to contact our Samhammer Operations & Support Team through [[http://support.samhammer.de]]. Enjoy this WIKI! Your 1stAnswer product team