Create and Edit

Quick Tickets are created and edited in a dialog. For a Quick Ticket to be saved, at least a name must be assigned and either a property, attachment or follow-up step must be added.

Fields that are not configured will retain their existing or the default value while the Quick Ticket is applied. Fields that are stored with an empty value in the Quick Ticket also reset the corresponding ticket value to empty during application. It should be noted that not all fields support an empty value, such as Priority.

Note: The configuration of a Quick Ticket is only a template. Only when the Quick Ticket is applied to an existing ticket - or a new ticket is created with it - do the final values need to be specified. Each field and text, as well as the follow-up steps, can still be flexibly customized at this point.

Time specifications are always defined relatively in the Quick Ticket. During the application, the concrete time, e.g. for the resubmission (Wieder vorlegen), is calculated from the current time plus the relative specification.

Follow-up steps are actions that are executed directly after the Quick Ticket has been applied. The steps can completely be set up during Quickt-Ticket configuration.

Note: The order of the Follow-up steps must be coherent. For example, it is not allowed in ticket processing to send an email from a ticket that has already been completed. For the most part, the plausibility check can only be performed during the application to a real ticket. If an error occurs, the Quick Ticket is not applied and the ticket remains in its previous state. A message alerts the user to the problem.

Note: If a Quick Ticket is applied to a request, i.e. a ticket that has not yet been dispatched, it may be necessary to dispatch it first. A message informs the user that the ticket will be dispatched automatically.

Note: If a Quick Ticket is applied to a ticket that has already been closed, it will be reactivated first. A message informs the user about the reactivation.

Note: Quick Tickets created and configured in the Desktop Application will display a warning. If this Quick Ticket is saved in the Web UI configuration, it can no longer be applied or configured in the Desktop Application. This restriction in the Desktop Application allows new program features such as adding attachments through a Quick Ticket.