Actions

Actions represent a series of activities that can be performed on a ticket. Each action can change the Status of a ticket, e.g. a ticket gets the status "In Progress" after the action "Edit".

All actions are initially available for all users of INETAPP. However, actions that should only be visible to the supporter can be hidden from the end user. Furthermore, individual actions can be set so that another "All Actions" permission must be assigned in the Users and Groups application.

Note: Various actions are used internally by INETAPP and cannot be deleted. However, renaming them is possible. For the same reason of internal use, the resulting status that a job takes after this action can also not be deleted.

Creating and editing actions

The main Actions view lists all configured actions and, if applicable, indicates when it is displayed to the end user. Actions are edited and deleted by double-clicking or using the menu button.

To add new actions, the Add Action... button is available at the bottom of the list.

An action consists of the following information:

  • Name - the display name of the action in the interface.
  • Status - the resulting status of this action
  • Hidden for end users - option to hide the action from end users.
  • Only for users with the "All actions" permission - option to show the action only to certain supporters.
  • Text input required - force to enter a text during the editing process
  • Billing type, Flat Rate type and Flat Rate - See Costs per action

Note: Some of the previously mentioned options are not available for actions to be considered internal.

Visibilities of an action

There are basically three levels of visibility:

  • Only supporters with permission zugriff-auf-alle-aktionen
  • All Supporters - but not the end users (users without permission to edit tickets).
  • All users - no restrictions have been set.

These levels are set with the following options in the dialog.

Hidden for end users

Actions that are hidden from the end user are used for internal editing and communication within the team of supporters. Editing steps that are executed with an action hidden for the user do not appear in the ticket's list.

An action marked in this way will also not be included in the automatic email dispatch to the user - e.g. when the ticket is closed.

Only for users with the "All actions" permission

Only supporters with the separate permission Alle Tickets bearbeiten may perform this action. The purpose of this "privileged" action is that, e.g. the development department is not allowed to close a ticket independently, but has to hand it over to the test department first.

Costs per action

For billing purposes each action can define which costs are associated with it. For this purpose, a combination of flat rate and hourly rate is selected with the Billing type selection.

Thus, only a Flat Rate, only an Hourly Rate, or a combination of Flat Rate and Hourly Rate can be selected.

Hourly rate

The hourly rate is calculated based on the entered processing time on the ticket, as well as the hourly rate of the resource.

Example: The action "Edit" takes 2 hours. The cost of the resource is 65€ per hour. Then a cost of 130€ is incurred for this one action.

Flat rate

A flat rate is charged either statically or depending on the user. The option Flat Rate type defines the value "Flat Rate" (fixed) or "Lump-Sum-X" (dynamic).

Example: The self-defined action "Flat Rate" is assigned a cost of 50€. This makes the cost of this action a fixed 50€, regardless of how long it took the supporter to solve the problem.

Note: The name of the fields "Lump-Sum-X" can be changed in the Options Dialo of the desktop application, for example to map the "Travel costs". The "Travel costs" can now be defined for each contractor.

Flat Rate and Hourly Rate

The combination of hourly rate and flat rate is calculated.

Example: Flat rate 50€, hourly rate of the resource 75€. If now a supporter was 2 hours at the customer, so costs of 200€ have been incurred.