Table of Contents
Create new incident quickly
In the CustomerCockpit there is the option to quickly create incidents for the specific customer with an template (since version 5.3).
- Click on create new incident with template in the
<font color="darkorange"><b>I Want To</b></font>-Panel in customer cockpit. - A selection of templates appears in a popup window. Please select the desired template.
- After selection and confirmation of the template the new incident will be created with the informations from the template.
- If the creation of incident fails an error message is displayed in the popup.
- If the new incident was created, the popup will be closed automatically and and the user remains in the customer cockpit.
- If there is an incident webpart in the customer cockpit, the incident could be opened from there for further editing.
The templates are cached by the 1stAnswer System. After changing or adding a template the cache must be refreshed.
This is possible by application restart or with the button “Reload case template cache” in the globalsettingspage.aspx.
<note important>Requirements:
The current role of the user must have the right Case.Create.Template assigned.</note>
incident templates
realization
configuration and templates
<note important> in the web.config there is an entry “CaseTemplatePath”. This entries value must be the path to the templates. </note>
The templates must be saved in xml-format. It is possible to save one or several templates per file.
sample files:
description of the tags:
| tagname | description |
|---|---|
| <displayname> | name of the template, which will be displayed in the selection list of templates. |
| <title> | title of the incident. |
| <description> | description of the incident. |
| <state> | Status to set for the created incident. Possible is Open, Solved, Messaged, Closed, OnHold. regard the case sensitivity!!! |
| <category> | The category where the incident should be created. Enter the ID of category here. |
| <solution> | The solution text for the incident, if the incident is configured for status Solved, Messaged, Closed. |
| <attributes ownerClass=“SupportCase”> | Here is the list of Custom Attributes defined. In the ownerClass attribute is defined which custom attribute group you want to use (for case templates SupportCase) |
| <attribute boTemplateId=“EnterBoIdHere”> | The value which shoule be preselected has to be entered in the attribute tag. The ID of the attribute has to be entered in the boTemplate attribute. |
Technical Process
The incident workflow of 1stAnswer is considered at all time. The sequence of the status changes will be in the correct order.
For example if a new incident with status “Messaged” is created, the incident will be created in status “Open” and then changed to status “Solved” bevore it will finally changed to status “Messaged”. Thereby the history entries for status change are complete and in correct order.
Following status can be defined in the template (regard the case sensitivity!!!):
- Open
- Solved
- Messaged
- Closed
- OnHold
