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:

• About 1stAnswer
• First Steps
  • Training (since March 2012 in German)
• Community

My 1stAnswer

• Add new Cockpit
• Allocate a role to My 1stAnswer Cockpit
• Delete existing Cockpit

• Web-Part-Types
• Add Web-Part | Edit
• Delete Web-Part
• Adjust Web-Part-Arrangement
• Grouping

Relevance and general informations

• Create Incident for me
• Create Incident with business partner
• Create Incident for existing customers
• Create Incident for new customers
• Filling out the incident
• E-Mail to the Customer after Creation of an Incident
• Manage Customer Data in the Incident
• Create new Incident quickly [in Version 5.3] <font color="red" size=+1>NEW!</font>

• pool
  • Overview and Functions
  • Quick search via ID
  • Quick search via keyword
  • Extended search
  • Adjust Incident Pool
  • Excel-Export of the pool
• history
• Assigned Incidents
• E-Mail QS [since version 5.4] <font color="red" size=+1>NEW!</font>

• The Informationbar
• My Incidents
• Open Incident-Detail-view in read-only mode
• Open the Incident in edit mode
• Secret key function

• Search Incident and assign to me
• Open an Incident assigned to another user
• Reopen Incident

→ Description

• Change categories
• Select Priority
• Add additional attributes
• Add configuration items [from Version 5.2]
• Add configuration items [from Version 5.4]

→ Course of solution

• New Design! [since Version 5.5] <font color="red" size=+1>NEW!</font>
• Add comment | Delete comment | Private/ Public comment
• Enter solution
• Add attachment
• Activity input
• Last status

→ Relations

• Create relations

→ Tasks

• Create Task | Edit Task

→ Customer

• Manage Customer Data

→ Invoicing

• Incident Invoicing

→ Technician

• Request Technician Appointment

→ I want to Panel

• A list of all available functions
• Send email to customer
• Set status notified
• Close incident successfully
• Suspend escalation | Resume escalation
• Sending incidents to the 2nd/ 3rd Level support
• Processing of incidents in the 2nd/ 3rd level
• Assign support team
• Create new Problem
• for8dreportt
• Create new Knowledge Base Article from Incident

• New Incident via remote
• Show Incident via remote | edit

• Create new 8D-Report out of the Incident | Create new 8D-Report out of the Pool
• Find 8D report
• Edit 8D report
• Create measures
• Send 8D report

What is it?

• create
• New Problem from Incident

• pool
  • Default search vial ID
• Meine Problem-Historie
• Meine Probleme in Bearbeitung

• Open Problem in read-only
• Open Problem in edit mode
• Open Problem which is already assigned to another user

• Add Configuration items
• Add comments
• Add attachements
• Enter solution
• Close / reopen
• Reject
• Problem Historie
• Create relations
• send email
• Create new Problem
• create Knowledgebase article
• Set hold release date
• Create 8D-Report

Service Management

• Assignment scheduler overview
• Dispose appointment
• Adjust appointment
• Assign more than one technician to a service call [since version 5.7] <font size="+1" color="red">New!</font>

• Create service order | Allocate service order to egineer
• Show service orders

• Task management
• Create new task
• Find tasks
• Edit task

• Create Service calls | Assign to a technician
• Show Service calls
• Delete and restore Servicecall [since version 5.0]
• History of Service calls

• Show Service reports
• Fill Service reports
• Sign as completed
• Set Service call ready for billing

• Request for Changes
• Changes
• Forward Schedule of Changes
• Releases

• Way to the Knowledge Base Pool
• Find item
• Edit item | Publish

Reporting and Analysis

• Realtime Monitor
• Availabilityreport [available till version 4.2]
• License Statistik
• Solution Time
• Response Time
• 1st Answer Rate
• Categories
• Data Export
• Änderungen an Configuraion Items
• Malfunction
• Problem Export
• Problem Realtime Monitor
• Requests for Change
• Outages
• Change Processing Time
• Support level Reaction

• customer
• Search Customer
• Customer Cockpit
  • Dynamic Customer Cockpit
• edit | Interacting contact persons
• Create New Customer
• Create New Incident
• Customer Self Registration
• Die Installed Base
• User-Registration

<font color="red" size=+1>NEW!</font>

• FirmenMigration in 5.1 and higher

• Way to company Pool
• Set up new company
• Company search
• Company Cockpit
• Edit company data
• Create new contact for current company
• Manage contact persons of this company
• Ansprechpartner bearbeien
• New company-CI relations
• Manage company-CI relations
• Create company relations
• Manage company relations

• Backround Information CMDB
• Way to the Pool
• Create new onfiguration item
• Find configuration items
• Find Configuration Item [since Version 4.2.9]
• Find Configuration Item [since Version 5.1]
• Edit Configuration Item
• Edit Configuration Item [since Version 4.2.9]
• Allocate customer [till Version 5.0]
• Allocate contact person [available in Version 5.1]
• Allocate company [available in Version 5.1]
• Configuration item as material or service
• Excel Export of the CMDB Pool

• Way to SLA Pool
• Find SLA
• Create new SLA
• Edit SLA
  • Details
  • Positions
  • Attachments
  • Person responsible
  • History
  • I Want To-Panel
• Reminder Service

• Administration
• businesshours
• Incident Templates [available in Version 5.1]
• changepassword
• customattributes
• Customer surveys
• Document Template
• Dynamic master data masks (since version 5.1)
• Email Delivery [since version 5.4]
• Email QS
• Email templates
• Escalation service
• itilpriorities
• priorities
• qualification
• Role administration
• solutionclassification
• Substitute
• supportcategories
• supportteams
• Technician qualification
• User administration
• User profile
• User rights

• Interesting for administrators

• Systemeinstellungen/ -administration über Web-Frontend [ab Version 5.3] <font size="+1" color="red">NEU!</font>
  • GlobalSettings
  • Mandanten
  • Web.Config
• Systemeinstellungen/ -administration in der Datenbank
• Einstellmöglichkeiten in der Datenbank
  • GlobalSettings (Applikationseinstellungen)
  • Mandator (mandantenspezifische Einstellungen)
  • Remote-System
    • Custom Menu Entries
  • Web Config
    • Bereich appSettings
    • Bereich databaseSettings
  • Scheduler Einstellungen (FirstAnswer.Scheduler.config)
    • Intelligent Email
    • Escalations Dienst
    • Mail Service
    • Cleanup Service
    • Case Export Service
    • Transaction Queue Service
    • Task management service
  • Attachment Filter

• Notes

• Intelligent E-Mail

• Configuration Remote System Interface

• Customer
• Configuration Items
• Service Level Agreements [available in Version 5.2]

• Downloads [available in Version 5.3]

• About CTI Client
• Setup

<font color="red" size=+1>NEW!</font>

• iPhone interface

• About the Translationtool
• crossmodus function
  • Open a data
  • Change modus
  • Save the data
• Edit mode
  • Searchfunction
• Service mode
• Create new mode

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