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Warning: Undefined array key "media" in /is/htdocs/wp13465426_9ILOTLR0N8/www/help1stanswernew/feed.php on line 397 Wiki 1stAnswer Help en:admin
http://help.1stanswer.de/
2026-04-04T21:40:43+00:00Wiki 1stAnswer Help
http://help.1stanswer.de/
http://help.1stanswer.de/lib/tpl/dokuwiki/images/favicon.icotext/html2009-04-06T16:29:18+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:businesshours
http://help.1stanswer.de/doku.php?id=en:admin:businesshours&rev=1239028158&do=diff
Business Hours
Menu: Settings -> Business Hours
This menu point serves for the administration of business hours and holidays. The recorded entires are used for the escalation.
An Incident only escalates within the recorded business hours under consideration of holidays.text/html2016-12-05T15:59:34+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:casetemplates
http://help.1stanswer.de/doku.php?id=en:admin:casetemplates&rev=1480949974&do=diff
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 -Panel in customer cockpit.
* A selection of templates appears in a popup window. Please select the desired template.text/html2009-03-18T17:36:50+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:changepassword
http://help.1stanswer.de/doku.php?id=en:admin:changepassword&rev=1237394210&do=diff
Change Password
Menu: Settings -> Change password
The currently logged in user can change his password under this menu point. After entering the current password the user is asked to enter the new password and to confirm it.
<note important>Important: It is important to know, that an administrator cannot reset the password for a different user, but can only change his own password.</note>text/html2009-03-18T10:29:22+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:customattributes
http://help.1stanswer.de/doku.php?id=en:admin:customattributes&rev=1237368562&do=diff
Custom attributes & custom attribute groups
Menu: Settings -> custom attributes
Custom attributes serve as a completion and addition for certain input areas in 1stAnswer.
Currently the following input areas can be expanded (see “ownertext/html2011-02-24T13:18:58+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:downloads
http://help.1stanswer.de/doku.php?id=en:admin:downloads&rev=1298549938&do=diff
Downloads
Select the menu option “?” and then navigate to the sub-menu “Downloads”
[Menue]
The user can click on one of the 5 elements and download it as an .zip file.
[Possible downloads]
The user will be asked whether to open the file immediately or save it on your PC. Normally, the file is located in the Downloads folder.text/html2015-07-09T11:30:28+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:dyngui
http://help.1stanswer.de/doku.php?id=en:admin:dyngui&rev=1436434228&do=diff
Dynamic master data masks
->
[Way to configure the GUI]
The order of the master data fields can be changed for each mandator or global by using dynamic master data masks.
Procedure
[Overview of configure the GUI]
On the left are all datas.
In the middle all datas are listed with name, description, type, if it is internal and if you can delete it.text/html2014-11-12T10:18:52+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:emailguide
http://help.1stanswer.de/doku.php?id=en:admin:emailguide&rev=1415783932&do=diff
FIXME translated soon
1stAnswer eMail Guide
The E-Mail templates which can be changed or filled in are being described here.
Search for a template
1) Search for the template of which you receive the requested conditions or recipients.
Please go totext/html2016-08-29T14:31:30+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:emails
http://help.1stanswer.de/doku.php?id=en:admin:emails&rev=1472473890&do=diff
Email templates
Menu: Settings -> Email templates
You can change the default email templates and create new ones under this menu setting .
Editing of an existing email template
To edit an already existing email template you just have to click ontext/html2012-03-01T16:55:30+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:escalation
http://help.1stanswer.de/doku.php?id=en:admin:escalation&rev=1330617330&do=diff
Escalation service
According to the configuration of your system,you can choose between a solution time escalation (until you enter a solution for an Incident) or a response time escalation (until a first qualified response was send to the customer). For the later one you have to set the flag escalationServiceConbsiderresponseTime to true in the GlobalSettings chart.text/html2009-04-20T14:13:32+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:itilpriorities
http://help.1stanswer.de/doku.php?id=en:admin:itilpriorities&rev=1240229612&do=diff
ITIL Priorities
Menu: Settings -> ITIL Prioritäties
Create a new priority
In order to create a new priority, you just have to assign a name and a weigh (which is important for the estimation of a priority for an Incident) to a priority. After you entered the relevant information you have to click on thetext/html2014-11-13T14:53:36+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:mailconfiguration
http://help.1stanswer.de/doku.php?id=en:admin:mailconfiguration&rev=1415886816&do=diff
FIXME translated soon
Cofiguration of e-mail dispatch
In 1stAnswer user receive e-mail notifications for inquiries and problems if they have access to the category via their support team. The reception of these support e-mails can now be configured on the user level or for the current client.text/html2009-04-15T16:46:46+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:priorities
http://help.1stanswer.de/doku.php?id=en:admin:priorities&rev=1239806806&do=diff
Priority
Menu: Settings -> Priority
You can administrate the priorities, which are combined to priority groups, under this menu point. These priorities can be later on assigned to Incidents which are arranged in the appropriate support categories.text/html2011-04-06T13:19:08+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:profile
http://help.1stanswer.de/doku.php?id=en:admin:profile&rev=1302088748&do=diff
User Profile
Menu:
[Menu: My Profile]
[Overview My Profile]
A) Locale, Time zone, Starting page and Notification
Through the User Profile each user can adjust the
* Locale
* Time zone
* Starting page for Incident
* type of menu opening
and settings for
* Email notificationtext/html2009-04-06T14:16:28+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:qualification
http://help.1stanswer.de/doku.php?id=en:admin:qualification&rev=1239020188&do=diff
Technician qualification
Menu: Settings -> Technician qualification
Add new qualifications
* click in the icon “New” in the I want to panel.
* Enter a translation and a name for the qualification.
* Click on save (3).
* You enter further translations afert you select a different language (4).text/html2015-07-23T12:20:58+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:qualitaetssicherung
http://help.1stanswer.de/doku.php?id=en:admin:qualitaetssicherung&rev=1437646858&do=diff
Email QS
Since version 5.4 you can use the function of Email QS - Principle of 4 eyes.
With this function emails will be send first to another employee for auditing before it will be sent to the customer.
Since version 5.9 email QS is no more available.text/html2017-12-27T15:17:36+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:rights
http://help.1stanswer.de/doku.php?id=en:admin:rights&rev=1514384256&do=diff
User Rights
See below an overview over the user rights in 1stAnswer. The rights have been divided into thematic blocs for a clearer overview.
<note information>Info: Deactivated rights can not be saved. In this case the required 1stAnswer extension is missing.</note>text/html2013-08-23T13:24:48+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:roles
http://help.1stanswer.de/doku.php?id=en:admin:roles&rev=1377257088&do=diff
Role administration
Menu: Settings -> Roles
A role includes all available rights of a user group. This will be assigned to a single user in the user master(User administration). Below you will find a detail description on how to create and edit a role and information about the individual rights of a role. A user can obtain several roles and hence he can set up his program according to his different activities.text/html2009-04-08T13:26:48+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:solutionclassification
http://help.1stanswer.de/doku.php?id=en:admin:solutionclassification&rev=1239190008&do=diff
Solution classifications
Menu: Settings -> Solution classifications
After you selected a solution classification group, a new window with the associated solution classification will appear.
The solution classifications will be administrated in this mask. They can be created and deleted.text/html2016-11-09T19:22:42+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:supportcategories
http://help.1stanswer.de/doku.php?id=en:admin:supportcategories&rev=1478715762&do=diff
Support categories
Menu: Settings-> Support categories
You can administrate the Support categories under this menu settings. It is possibly to add new Support categories and edit existing ones.
Create a new Support category
Click on thetext/html2012-12-14T12:17:14+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:supportteams
http://help.1stanswer.de/doku.php?id=en:admin:supportteams&rev=1355483834&do=diff
Support Teams
Menu: Settings -> Support Teams
An user can be assigned to one or more Support Teams. He can see respectively all cases of his assigned teams.
If, for example, an user is assigned to two support teams, then he can see all cases of his assigned support teams and can process them.
Each team can see and edit every incident, which belongs to the assigned category and the appropriate support level.text/html2015-01-19T18:01:38+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:surveys
http://help.1stanswer.de/doku.php?id=en:admin:surveys&rev=1421686898&do=diff
Customer surveys
Menu: Settings -> customer survey
When you close an Incident the system will send an Email to a customer with the request to participate in a survey. The Email contains a link to the survey. You do not need to login when you access the website.
you can generate and administrate surveys via this mask.text/html2012-08-24T15:01:32+00:00Anonymous (anonymous@undisclosed.example.com)en:admin:users
http://help.1stanswer.de/doku.php?id=en:admin:users&rev=1345813292&do=diff
User administration
* 1stAnswer distinguishes between a user and a customer which are basically treated the same way and share in a technical sense the same data master.
* Every customer can also be a user in the system, can register in the system or create your own Incident.