With the Ticketing System module, both employees and customers can create and manage "tickets", customers can, for example, enter change requests and forward them to the responsible group of people, who will then process them.
Use the ticket system:
as "ToDo lists" for internal task distribution
as "trouble tickets"
as "support tickets"
You have the additional menu items:
Projects > [Project Name] > Tickets
Here you will find all tickets that have been recorded in ZEP.
Tickets
Here you will find all tickets for which you are the processor or which do not yet have a processor.
And within a project the submenu item Tickets
Here you will find all tickets for the selected project.
A project time can be recorded directly on each ticket. Each ticket goes through several status transitions (new, in progress, finished, rejected, accepted).
An employee can create tickets for every project he is working on and manage them in a workflow or record times on them. The times recorded on tickets can also be listed in various reports.
You can set up access to the ZEP ticket system for your customers: A login name and password can be set for each customer contact person, which the contact person can use to log into the system. The customer can then create tickets for the projects assigned to them and view, add to and accept tickets for these projects. Alternatively, you can also grant your customers only "read rights".
Areas of application
The ZEP module Ticketing System is very flexible and you can use it for a wide variety of purposes in your company. You are not limited to a specific type of use, but you can use the ticket system for different purposes at the same time.
Use as a to-do list
You can map your internal task distribution (“to-do lists”) in a project using the ticket system: Each individual employee is assigned a specific work order in a ticket or subtask. The employee records the processing time for this order on this ticket or subtask. During processing, the ticket/subtask goes through various status transitions until it is “accepted”, ie until the task has been completed to satisfaction.
Your advantages for project controlling and invoicing:
The project manager (controller, department head, administrator) can check in the project evaluations how much time was needed for each task.
It is possible to see at any time which employee is processing how many tickets and which tickets are still pending processing.
The tickets assigned to an employee can provide information about the employee’s workload.
If required, your customer can receive his invoices including timesheets, tickets and subtotals by transaction and ticket.
Use as trouble tickets
For your projects in the test phase, it is helpful to have a concept in which errors that occur and the error correction are documented in order to be able to check the error correction.
With the ZEP module Ticketing System you can document these error messages as so-called “trouble tickets” and assign them to the appropriate employee for processing until the errors are resolved.
Your benefits:
Any errors that occur and how they are dealt with are fully documented and can be viewed at any time. This means that the errors are not forgotten.
Every employee receives a quick and reliable notification when an error is recorded or when an error has been corrected and can be checked again.
Duplicate processing of error cases by different employees can be prevented because a processor is assigned to the tickets.
This way, outstanding error processing can be easily found and assigned to an employee. Errors are not forgotten.
The project manager (controller, department head, administrator) can view the times reported on tickets in the project evaluations and thus check how much time was needed to correct individual errors.
Use as a support tickets
All incoming requests to your support center can also be recorded as tickets (“support tickets”) and are thus sent directly and without detours to the responsible employees for processing.
Your benefits:
Support requests that arise and their processing are fully documented and can be viewed at any time.
Every employee receives a quick and reliable notification when a support request is recorded or a support request has been processed.
Duplicate processing of support cases by different employees can be prevented because a processor is assigned to each ticket.
Support cases that have not yet been processed can be easily found and assigned to an employee.
The project manager (controller, department head, administrator) can view the times reported on tickets in the project evaluations and thus check how much time individual support cases required.
Project ticket structure
The ZEP module Ticketing System is very flexible and you can use it for a wide variety of purposes in your company. You are not limited to a specific type of use, but you can use the ticket system for different purposes at the same time.
A ticket is always assigned to a process that belongs to a project. Thus, a ticket extends the project structure in ZEP.
Each ticket can contain subtasks.
Each ticket and each subtask has an assignee.
You can record times on all tickets and subtasks. You can then evaluate these project working times on tickets and, if necessary, bill them.
Optionally, you can give your project clients access to the ticket system in ZEP. Your customers can then also create tickets, for example to enter change requests or report errors. These tickets are forwarded to the responsible group of people and processed directly and without error-prone detours.
The ticket creator (employee or customer) receives feedback on the course and progress of a ticket and can check further processing and reject or accept tickets at any time.
With the ZEP module “Tickets, Tasks & ToDos”:
Record the time spent processing a ticket.
Have complete documentation by historicizing tickets.
Can you assign documents (text files, graphics, etc.) to each ticket?
No more information is lost.
You can track and bill the time spent on a ticket using various evaluations.
Include the experience gained in project planning.
General Ticket Flowchart
In this schematic flow chart you can see the general process of ticket processing from creation to processing to completion and the possible interactions between customer, ticket, project manager and project employee:
An administrator has the ability to change a ticket in the "closed" status back to the "in progress", "finished" or "rejected" status.
Status transitions of a ticket
A ticket is always assigned to a status. For each status change, it is saved when and by whom this was done. The ticket can be filtered by status. The ticket tables can be sorted by status.
In the ticket tables, you can also easily switch to a subsequent status by clicking on the "arrow" symbol (depending on your authorization).
Status
A ticket is always assigned a status:
new
In Progress
complete
rejected
removed
Initial status “new”
Created by creating a ticket from an employee or a customer.
A ticket with the status “new” does not necessarily have to have an editor.
E-mail dispatch is triggered when the ticket is created. This informs the processor (if specified and if this is not the creator) or the project team (except the creator and if no processor was specified) about the ticket.
Status “in progress”
An employee takes the ticket into processing: He changes the ticket status to “in processing” and registers himself as the person processing the ticket.
An employee sets the ticket status from “finished” back to “in progress” and registers himself as the processor because he has to add something during processing and therefore the ticket is not finished after all.
The ticket creator has set the ticket to the status "rejected". The ticket processor now takes the ticket back into processing and therefore sets the ticket status to "in progress".
A ticket in the status “in progress” always has an editor.
Status “finished”
An employee / the processor sets the status of a ticket to “finished” when processing of the ticket has been completed.
The person who created the ticket (if he has not set the status to “finished” himself) receives an email that the ticket is finished and that he can review the work.
Status “rejected”
The ticket creator checks a ticket in the "finished" status and finds that work on the ticket is not complete. He sets the ticket to the "rejected" status and makes a comment about what still needs to be done. The comment is not optional for this status transition. This can also be done by the project manager, the administrator, or a department head responsible for the project (only when using the "Departments" module).
The person registered on the ticket will receive an email informing him that the ticket has been rejected.
The person responsible for processing the ticket can now set the ticket back to the status “in progress” in order to resume processing the ticket.
Final status Status “accepted”
The ticket creator checks a ticket in the "finished" status and determines that the work on the ticket is complete. He sets the ticket to the "accepted" status. This can also be done by the project manager, the administrator, or a department head responsible for the project (only when using the "Departments" module).
The person who processed the ticket and who is registered on the ticket will receive an email informing him that the ticket has been accepted.
The status "accepted" is the final status of a ticket. Once a ticket has this status, no further status changes can be made to this ticket. Exception: an administrator can reset an accepted ticket to the status "rejected", "finished", or "in progress".
If the person processing the ticket and the person who created it are the same person, they can skip statuses during status transitions. This means they can change a ticket from the status “new” straight to the status “finished” or “accepted”.
If you change the status of a ticket and no processor has been entered yet, you will automatically be entered as the processor for this ticket.
Tickets with subtasks
For a ticket with subtasks, the way things work is a little different: the employees work on various subtasks. There are two automatic status transitions:
If a subtask is marked "in progress", the ticket is also automatically set to "in progress".
If a subtask is "rejected", the ticket is also automatically "rejected"
When all subtasks are finished, you have the option to set the ticket to "finished" upon request. If the ticket is "rejected", it is likely that a subtask was not processed correctly. Put this subtask back into "processing" or create a new subtask (the ticket will then automatically be "in process" again).
Multiple status transitions of a ticket with subtasks depend on the status of the subtasks. The status transitions in the subtasks are carried out by the processor as usual with a ticket.
Ticket status transition “new” -> “in progress”
This status change is triggered automatically when someone sets a subtask to the status "in progress". As long as all subtasks are in the status "new", the ticket is also in the status "new".
“in progress” > “finished”
If all subtasks have been set to the status “finished”, the status of the ticket can optionally be set to “finished” (ask in a pop-up window).
“finished” > “in progress”
The status change is triggered automatically when not all subtasks have the status “finished”. Either an existing subtask has been reset to the status “in progress” or a new subtask has been created for the ticket.
“rejected” > “in process”
As with the status change from “finished” > “in progress”, the status is set from “rejected” to > “in progress” if not all subtasks are in the status “finished” or a new subtask has been defined for the ticket.
When rejecting the ticket, indicate which subtasks are responsible for the rejection.
To put a “finished” ticket back into progress, you must either put a subtask back into progress or create a new subtask.
To put a “rejected” ticket back into progress, you must either put a subtask back into progress or create a new subtask.
Events with email delivery
The ticket system sends emails about various events in the ticket.
Under Administration > Ticketing system > Notifications you can generally configure whether and to whom an email is sent.
Under Projects > [selected project] > Ticketing system settings > Notifications you can set specifically for this project whether and to whom an email is sent (deviating from the general settings in the master data).
Escalation procedure
If an email cannot be delivered to an editor or creator because no email address is stored in ZEP or because this employee is no longer employed in ZEP, a so-called escalation procedure is used. The following user groups are examined:
Process employee
Process managers (project managers assigned to the process)
Project staff
Project Manager
Head of Department
Administrators
If an email cannot be delivered in a user group, the next user group will be informed.
The following events and the recipients of the respective emails are listed by default.
Creation of a ticket / subtask (status “new”).
With processor: The corresponding processor receives an email for the new ticket.
Exception: The person responsible for the ticket created the ticket himself.
Without an editor: The entire project team receives an email for the new ticket.
Exception: The creator of the ticket will not be notified by email.
When a ticket comment or file is added, the editor is notified via email.
If you insert the @ sign in the comment field of a ticket or subtask, ZEP will suggest all employees who are also available in the ticket's processor list. If you select an employee, ZEP will ask whether this employee should be notified of the comment (yes/no). As soon as you click Save, the employees mentioned with @ will also be notified in addition to the other notifications.
When an internal ticket comment or file is added, the editor is notified via email.
Change of processor in a ticket / subtask (in any status).
The new person responsible for processing the ticket receives an email to process the ticket. Exception: The new person responsible has made the change of person responsible.
Status change to “finished” of the ticket.
The creator of the ticket receives an email about the completion of the ticket.
Exception: The creator himself has set the ticket to the status “finished”.
If a customer contact is registered for the ticket, he or she will also receive an email about the completion of the ticket.
Status change to “rejected” of the ticket (only possible by creator / customer contact).
The last person to process the ticket will receive an email informing them that the ticket has been rejected.
Status change to “accepted” of the ticket (only possible by creator / customer contact).
The last person to process the ticket receives an email confirming that the ticket has been accepted.
Exception: The last person to edit the ticket set the status to “accepted” themselves. This is possible if the last person to edit the ticket is also the person who created the ticket, the administrator or the project manager of the project.
Ticket permissions
All employees who are assigned to a project and process, i.e. who are allowed to make bookings on it, receive the corresponding email when a new ticket is created (unless the employee created the ticket themselves), and are also authorized to edit tickets. They can see both their own tickets and those of their colleagues in the same project/process and can also perform all functions on them.
An administrator can always see and edit all tickets for all projects (i.e. add to them, change status, etc.). However, he only receives emails if he is also assigned to the project/process as an employee. The administrator can only book times for a project/process if he is also assigned to it as a project employee/process employee.
A user with and without additional rights may only reject/accept a ticket for tickets they have created themselves, a department head may do this for all tickets relating to projects in his department, and the administrator may do this for all tickets.
Menu item "Tickets"
In the menu item Tickets, different tables are displayed depending on the selection:
Select checkbox "as processor": all tickets/subtasks to which you are assigned as processor are listed in the first table "Own tickets/subtasks".
Select checkbox "new without processor": In a second table "New tickets/subtasks without processor" the tickets/subtasks are displayed that do not yet have an processor and for whose projects/processes you are responsible as a project employee.
Select checkbox "as creator": In the third table "Tickets/subtasks as creator" all tickets that you have created are listed.
Additionally, you can filter by projects.
Configuration table columns
Click on the gear symbol: under Configuration Table Columns you can select the desired table columns for display in HTML (in the browser) and for export as Excel/CSV. You can individually set the order by clicking on the symbol with the mouse pointer and dragging it to the desired position while holding down the mouse button.
Using the arrow symbol you can export the table in CSV format (according to your settings under Configuration > Table Columns > CSV).
In this menu item you can search for tickets and create your own ticket.
Create your own ticket
In the menu item Tickets > My Tickets, use the link Create your own ticket to create a ticket in which you are automatically entered as the processor.
In the pop-up that follows, enter the remaining ticket details:
Select a project.
Activities of the selected project (optional: only bookable activities).
Customer reference (e.g. an order number)
All of the customer's contacts for the project are available for selection. If a customer contact is specified here, the ticket behaves in a similar way to if it had been created by this customer contact, ie: the customer sees the ticket when he logs into the system.
Start date: enter a date when processing of the ticket should begin. The start date of the associated process is preset, or select a different date.
Deadline: Optionally, specify a target date for completion of the ticket.
Date of receipt (the current date is always preset): If the ticket is only recorded retrospectively, you can correct the date of receipt here accordingly.
The default priority is 3. The highest priority is 1, the lowest is 5.
Specify the status (default is "new").
You can assign categories to the ticket.
You can assign keywords to the ticket (if necessary, type in a new keyword).
Enter a subject/title for the ticket here.
Optionally, you can further elaborate on the subject of the ticket in the comments here.
You can attach multiple files to further explain the topic of the ticket. These could be screenshots or relevant documents.
If you are the project manager for the selected project, you can enter planned hours, comparable to the planned hours for processes or projects. You have the option of preventing this planned number from being overbooked ("no", "only billable times" or "billable and non-billable times"). The specified planned hours for the ticket/subtask are displayed in the ticket overview. (only with ZEP Professional)
Every ticket has a free text field "External ticket number". When a mailbox is retrieved, each email is searched for a possible assignment to an existing ticket. To do this, all assigned ticket numbers are matched against the email subject. If there is the first match, the email is assigned to the ticket found. If there is no match, the standard matching (matching against the email subject based on the subject lines defined in the email templates) takes effect, with a new ticket being created if this is unsuccessful.
Finally, click Save. The popup will close.
Create new ticket
In the menu item Tickets > All Tickets, use the link Create new ticket to create a ticket in which you can freely select all other data.
Select a project.
Activities of the selected project (optional: only bookable activities).
Customer reference (e.g. an order number)
All of the customer's contacts for the project are available for selection. If a customer contact is specified here, the ticket behaves in a similar way to if it had been created by this customer contact, ie: the customer sees the ticket when he logs into the system.
Start date: enter a date when processing of the ticket should begin. The start date of the associated process is preset, or select a different date.
Deadline: Optionally, specify a target date for completion of the ticket.
Date of receipt (the current date is always preset): If the ticket is only recorded subsequently, you can correct the date of receipt here accordingly.
The default priority is 3. The highest priority is 1, the lowest is 5.
You can assign categories to the ticket.
You can assign keywords to the ticket (if necessary, type in a new keyword).
Enter a subject/title for the ticket here.
Optionally, you can further elaborate on the subject of the ticket in the comments here.
You can attach multiple files to further explain the topic of the ticket. These could be screenshots or relevant documents.
If you are the project manager for the selected project, you can enter planned hours, comparable to the planned hours for processes or projects. You have the option of preventing this planned number from being overbooked ("no", "only billable times" or "billable and non-billable times"). The specified planned hours for the ticket/subtask are displayed in the ticket overview. (only with ZEP Professional)
Every ticket has a free text field "External ticket number". When a mailbox is retrieved, each email is searched for a possible assignment to an existing ticket. To do this, all assigned ticket numbers are matched against the email subject. If there is the first match, the email is assigned to the ticket found. If there is no match, the standard matching (matching against the email subject based on the subject lines defined in the email templates) takes effect, with a new ticket being created if this is unsuccessful.
Finally, click Save. The popup will close.
Projects with Tickets
In the menu item Projects > Tickets, all tickets that are assigned to this project (primary or secondary) are listed. A primary project assignment is not marked, a secondary project assignment is marked with the 3-dot symbol:
Create project ticket
In the menu item Projects > Tickets, use the link Create project ticket to create a ticket in which the project is already entered.
The project has already been preselected.
Project activities (optional: only bookable activities).
Customer reference (e.g. an order number)
All of the customer's contacts for the project are available for selection. If a customer contact is specified here, the ticket behaves in a similar way to if it had been created by this customer contact, ie: the customer sees the ticket when he logs into the system.
Start date: enter a date when processing of the ticket should begin. The start date of the associated process is preset, or select a different date.
Deadline: Optionally, specify a target date for completion of the ticket.
Date of receipt (the current date is always preset): If the ticket is only recorded retrospectively, you can correct the date of receipt here accordingly.
The default priority is 3. The highest priority is 1, the lowest is 5.
Specify the status (default is "new").
You can assign categories to the ticket.
You can assign keywords to the ticket (if necessary, type in a new keyword).
Enter a subject/title for the ticket here.
Optionally, you can further elaborate on the subject of the ticket in the comments here.
You can attach multiple files to further explain the topic of the ticket. These could be screenshots or relevant documents.
If you are the project manager for the selected project, you can enter planned hours, comparable to the planned hours for processes or projects. You have the option of preventing this planned number from being overbooked ("no", "only billable times" or "billable and non-billable times"). The specified planned hours for the ticket/subtask are displayed in the ticket overview. (only with ZEP Professional)
Every ticket has a free text field "External ticket number". When a mailbox is retrieved, each email is searched for a possible assignment to an existing ticket. To do this, all assigned ticket numbers are matched against the email subject. If there is the first match, the email is assigned to the ticket found. If there is no match, the standard matching (matching against the email subject based on the subject lines defined in the email templates) takes effect, with a new ticket being created if this is unsuccessful.
Finally, click Save. The popup will close.
Mass rebooking of tickets
Under Projects > [Project name] > General > Tickets and under Reports > Projects > Tickets you can perform "bulk operations":
You can:
change the primary project assignment
Add a secondary project assignment
Add categories
Remove categories
Change other properties: Change ticket status, change priority, change processor
If you want to change the primary project assignment of multiple tickets, you can optionally handle any existing project times on these tickets:
If project times are available:
Do not change primary assignment
Transfer project times to the new primary assignment
Keep existing primary mapping as secondary mapping
You can also generally specify whether the existing primary assignment should always be retained as a secondary assignment.
Click "Execute action" to make the desired changes.
Ticket system settings in projects
Notifications
All events that cause an email to be sent in ZEP are shown here. You can configure these events yourself according to your requirements.
If no special settings are defined for the project, the settings from the master data apply.
If you want to define special settings for the project, click the "Define special settings" link.
If you click on the pencil symbol in the first column, you can select the recipients of the email in the following pop-up and also define "Additional employees" (can be selected from all employees) or additional email addresses (can be entered freely). If you remove the tick from the "active" checkbox, ZEP will not send an email for this event.
If you want the general notification settings from the master data to apply again, click on "Delete special settings".
Record project times on tickets
There are three ways in ZEP to record project times on a ticket. Via Project times, via the ticket table and via the submenu item Project times in the menu of a ticket .
Project times
You can book times on a ticket/subtask directly under My ZEP>Project Times, regardless of whether you are assigned as the processor or not.
Requirements:
You are a project employee or process employee
the ticket has the status "in progress"
In the list of processes, all tickets with the status "in progress" are displayed below the corresponding process and can be selected directly for time recording.
You can use the ticket subject directly as a comment for time tracking by clicking on "Ticket subject".
Ticket table
In every ticket table you will find the symbol next to the tickets on which you are allowed to record project times.
If you click on the symbol, you will be redirected to the project time recording, and the project and the ticket will be pre-assigned for your time booking.
Project times submenu in the menu of a ticket/subtask
If you are in a ticket or a subtask, you can enter your project times via the submenu item Project times
Search and find tickets
In the menu items Tickets and Projects > [Project name] > General > Tickets you can select search and filter criteria to find specific tickets.
Quick links
ZEP offers you various predefined search options from which you can choose to find the tickets you want.
Advanced filter options
If the predefined quick links do not show you the tickets you want, or the ticket list contains too many tickets and you want to make further restrictions, click on the Show advanced filter options link.
Set the project for which you want to find the tickets.
Set the processor for the desired tickets.
Set the creator for the desired tickets.
Set the customer contact whose tickets you want to find.
Set the priority of the tickets you are looking for. e.g. if you want to find all tickets with priority 2.
Select one or more statuses for the tickets you are looking for. For example, if you want to find all tickets with the status “new” or “in progress”.
Select one or more categories for the tickets you are looking for.
Select one or more keywords for the tickets you are looking for.
Enter a search term (search in ticket number, external ticket number, customer reference, subject, comment, historicized comment)
This allows you to specify that subtasks should not be displayed in the ticket list in your search results.
If you have already set up a quick link, the filter options are already set according to the quick link selection.
Ticket menu
You can view, create and change all information about a ticket here. The relevant data is entered or changed under the various menu items:
Data
The ticket data is entered, added and changed here:
Ticket data (project, process, processor,...)
Ticket history
Change and add to ticket
Projects
Here you can see the projects and processes assigned to the ticket. Using the link Assign another project you can:
assign another project
select another task for the same project
determine the primary project (link Change primary project)
delete the assignments (only if no times have been booked yet)
Subtasks
Overview of existing subtasks and link to create new subtasks. By clicking on the subtask number you can view the details of a subtask:
Data on the subtask (project, process, processor,...)
with subtask history
Possibility to change and add to the subtask
and an overview of the project times recorded for the subtask, as well as the possibility to record project times retrospectively
Project times
Overview of the project times recorded on the ticket, as well as the option to record project times later (table can be sorted by date, employee)
Actions
Delete: A ticket can be deleted by the creator if the ticket is new, has no assignee, has no subtasks, and no comment or file has been added by anyone.
An administrator can delete any ticket that has no project time booked on it.
Ticket data
All employees and administrators with booking authorization can change all ticket fields. The customer contacts assigned to the relevant projects can also change all fields, except the customer contact and the processor. These fields can be changed to correct incorrect entries. The user changes one or more fields and clicks Save. Such a change generates an entry (or several entries) including a timestamp in the ticket history. In addition, the user can enter a comment for the history before saving. In the comment of a ticket, ticket or subtask numbers are displayed as a link. If you enter # before the ticket number (e.g. #123) or before the subtask number (e.g. #123.1), you can quickly navigate to the referenced ticket (or subtask).
If times have already been booked on a project process ticket, it is no longer possible to change the project at this point. If the ticket needs to be "rebooked" to another project, an administrator or project manager can do this as an action under Project > Tickets or under Projects > Reports > Tickets .
History
Optionally change the sorting order using the arrow symbol. The entire history of all changes is listed, each with the old and new information:
Timestamp and the respective editor
Status changes
File uploads
all other changes
Change and add
The ticket can be changed and supplemented here:
The ticket can be supplemented with a description (free text) and optionally a file upload. The timestamp and user name are saved for each addition. Attached files can no longer be deleted.
If the checkbox "The last comment in the change history can be subsequently changed by the author of the comment" is activated under Administration > Ticketing system > Settings, then the person who created the last comment can subsequently change it. Please note that this change is not recorded in the history.
The ticket processor receives an email when someone enters a comment/file on the ticket. If you insert the @ sign in the comment field of a ticket or subtask, ZEP suggests all employees who are also available in the ticket processor list. If you select an employee, ZEP asks whether this employee should be notified of the comment (yes/no). As soon as you click Save, the employees mentioned with @ will also be notified in addition to the other notifications.
Project association
Change ticket project
One or more project-process combinations can be assigned to a ticket. The assignments can be managed in the "Projects" menu item of the ticket. By assigning one or more combinations, different procedures arise at this point:
Single assignment
A single project-task combination is assigned to the ticket. As long as no project times have been recorded on the ticket, the project and process can be changed directly at this point. However, the change means that the ticket remains assigned to only one project-process combination. If project times have already been recorded on the ticket and you still want to change the project or process, you can assign another project-process combination to the ticket in the "Projects" menu item and set it as the primary combination.
Multiple assignment
Multiple project-task combinations are assigned to the ticket. In the case of multiple assignments, there is always a primary combination. The primary project and process cannot be changed at this point. Please use the "Projects" menu item to change the primary combination.
You have the option of assigning a ticket to several projects at the same time (without time restrictions) and thus “moving” a ticket to another project despite project times already recorded.
In the menu of the corresponding ticket there is the menu item Projects:
Here you can see all assigned projects and with the link Assign another project you can assign one or more projects to the ticket to which it should belong: Click on Assign another project and select another project and a corresponding process accordingly.
One of these projects can be set as the “primary project”. The ticket will be displayed in the task list of the primary project when time is recorded after selecting it.
Using the clock symbol, you can branch directly to the time recording mask to record times on the ticket in the respective project.
You can also delete the project assignment of the ticket as long as no times have been recorded on it and it is not the primary project.
The primary project and other active projects assigned to the project are also displayed under Tickets.
Use case:
You have permanent tickets with a ticket ID known to the customer. The ticket runs for many years, but you create maintenance projects for each calendar year (e.g. Maintenance2011, Maintenance2012, Maintenance2013, etc.). This extension makes it possible to assign all of these maintenance projects to the ticket, whereby only the project for the current year may be set to be bookable.
For the customer, the ticket ID remains constant over the years, while you can now bill the individual maintenance projects to the customer separately each year, i.e. when billing, the project only contains the times booked on the ticket for the project.
Subtasks
In the Subtasks submenu you can see an overview of the existing subtasks. You can create new subtasks using the Create new subtask link. The data of a subtask is similar to the data of a ticket. However, specifying a priority and a project or process is only possible at ticket level.
The specified subtask number influences the order of the subtasks in the subtask table. However, you can use characters as well as numbers.
Customer reference (e.g. an order number) and customer contact person: All of the customer's contacts for the project in the associated ticket are available for selection.
Start date (default is the start date of the ticket).
Deadline: Optionally, enter the target date for completion of the subtask.
Date of receipt (the current date is always preset): If the subtask is only entered subsequently, you can correct the date of receipt here accordingly.
Category: optionally assign categories.
If it is already clear who is to work on the subtask when creating it, the person responsible can be entered here. All employees who are authorized to make bookings for the project and process can be selected.
Enter a subject/title for the subtask here.
Optionally, you can expand on the topic of the subtask in the comment. You can attach several files to explain the topic of the subtask in more detail. These can be screenshots or relevant documents. This data is visible to customer contacts with the appropriate authorization for the ticket system.
Optionally, you can also attach an internal comment or internal files. This internal data is not visible to customer contacts.
You can store planned hours, comparable to the planned hours for tickets, processes or projects. You have the option of preventing this planned number from being overbooked ("no", "only billable times" or "billable and non-billable times"). The specified planned hours for the subtask are displayed in the ticket overview. (only with ZEP Professional)
By clicking on the subtask number in the subtask table, you can call up the detailed view for an individual subtask. The detailed view of a subtask is analogous to the detailed view of a ticket:
Data
In the submenu item Project Times of a subtask you can see all the project times that you have booked for the subtask.
You can use the Record project time link to enter the subtask details into your project time recording mask:
The project, the process and the name of the subtask are pre-filled for time recording.
Status subtasks
A subtask is always assigned a status:
new
in Progress
complete
rejected
removed
The status of a ticket depends on the status of its subtask(s), whereby the following automatism applies:
As soon as a subtask has the status "in progress", the ticket's status automatically changes to "in progress".
As soon as a subtask has "rejected" the status, the ticket's status automatically changes to "rejected".
You can agree to the following traffic jam transitions by selecting them in a pop-up:
If the ticket is set to "finished", ZEP asks: "A ticket with subtasks can only be set to "finished" if all subtasks are also set to "finished" or "accepted". Should all unfinished subtasks also be set to "finished"?
If you select "No", the ticket will not be set to "done".
If the ticket is set to "accepted", ZEP asks: "A ticket with subtasks can only be set to "accepted" if all subtasks are also set to "accepted". Should all subtasks that have not yet been accepted also be set to "accepted"?
If you select "No", the ticket will not be marked as "accepted".
If the last subtask is set to "finished", ZEP asks whether the ticket should also be set to "finished".
If the last subtask is "accepted", ZEP asks whether the ticket should also be set to "accepted".
The status transition of the ticket to "rejected" has no influence on the subtask status.
Customer Access
With the ZEP module Ticketing System you can also authorize your project customers to create tickets for specific projects or, optionally, just to read them.
Your customers:
Create tickets for projects or for processes within a project.
Get an overview of your tickets.
See the detailed view and history of your tickets.
May change and add to their tickets.
Can refuse or accept their tickets.
Manage login rights for customers
You can define customer contacts for each customer. With the ZEP module "Ticket System", these contacts receive additional fields for user name and password. A customer contact can log into ZEP with this information:
Access ZEP ticket system
To enable this customer contact to log into the ZEP ticket system online, please provide the following access data for him/her:
User name:
Enter a username
Language:
ZEP language (D/E/F) of the user interface
If you select the option "Send password change link by email", the customer contact will receive an email with their username and a link to set their password. Please note: for security reasons, the link is only valid for 24 hours.
If you select the "Enter password" option, you set a password for the contact person and then repeat it. The contact person will not receive an automatic email. (If you would like to send the customer contact person the access data by email via ZEP, click on the [Reset password] link and select the "Send link to change password by email" option in the window that follows.)
For an (existing) customer contact who already has ticket access, these options are not displayed in the editing window. If you click on the Reset password link (below the data display window) instead, you will be given the option to "Email link to change password" or the option to "Enter password".
The customer contact can create tickets for the projects and their processes that you have explicitly assigned to them. You can make this assignment in the customer contact menu. To get to this menu, click on the contact's last name displayed in color. Here you can then assign the relevant projects and processes under Permissions.
Have you specified the following in Administration > Ticket System > Settings:
Customer access to tickets has read-only rights
The customer contact cannot enter tickets himself, but can read the corresponding tickets.
If you would like to delete the access authorization for this customer contact, change or delete the user name or change the password.
Customer tickets
Here you will find information about all tickets that have been created by a customer contact. At this point you have exactly the same "view of the tickets" as the customer contact, i.e. you will see the tickets that the customer contact also sees.
Use the quick links to adjust the ticket list accordingly, or click on advanced filter options to set the following search/filter criteria:
Project:
Selection box with the corresponding projects for which the customer contact person has authorization. Select - All projects - or one or more.
Processes
The processes for which the customer contact person has authorization are available for selection.
priority
status
Search term
The table lists all tickets according to the filter criteria.
You can perform several actions:
change the primary project assignment
Add a secondary project assignment
Add categories
Remove categories
Change additional properties: Change ticket status, change priority, change assignee and change customer contact.
If you want to change the primary project assignment of multiple tickets, you can optionally handle any existing project times on these tickets:
If project times are available:
Do not change primary assignment
Transfer project times to the new primary assignment
Keep existing primary mapping as secondary mapping
You can also generally specify whether the existing primary assignment should always be retained as a secondary assignment.
Click "Execute action" to make the desired changes.
ZEP language for the contact person for the ticketing system
If you set the language for the contact person to "-Default-", the language that you have set under Administration > My Company > General will apply to him.
If you want a customer contact to use a different language rather than the default language, then set it here.
The login page will then continue to be displayed in the default language, after logging in the user will see ZEP in his language.
Permissions
If you want the customer contact to receive email notifications from ZEP even if he or she does not have access to projects/processes, please set the following:
Always notify about all of your own tickets regardless of customer access to the ZEP ticket system and its authorizations = Yes.
The customer contact will now receive a notification from ZEP (if you have configured this under Ticket Notifications).
Please note: If necessary, adjust the text in the mail templates under Administration > Ticketing system > Mail templates accordingly.
However, the access data is not sufficient to enable the customer contact to create tickets. Projects and processes must also be assigned to the customer contact so that he or she has access to the tickets for these projects/processes. You store this assignment in the submenu item Ticket system>Customer contact authorization. To create another authorization, click on the link Add authorization:
Select the project for which the contact person should see and create tickets. Only the customer's projects are displayed; a customer contact person cannot access projects belonging to another customer. Optionally, "internal projects" can also be selected if the checkbox "Customer contacts can also be authorized to access internal projects" is activated under Administration>Settings>Ticket system.
You can restrict the authorization to a specific process or allow access to all processes (or only to existing processes).
Specify whether read-only permissions should apply to this project or task.
Confirm with "OK" to accept the information and close the popup. Confirm with Apply if you want to create additional permissions.
After the customer has logged into your ZEP, he can create tickets (not subtasks), track the processing of his tickets and finally reject or accept the ticket.
Create and edit tickets (customer)
Via Administration > Ticketing System > Settings you can generally define whether your customer contacts are only allowed to read tickets or whether your customer contacts are also allowed to enter and edit tickets.
At project or process level, you can also assign "read-only permissions" (ticket permissions).
Give your customer contact the link to ZEP and the corresponding access data so that he or she can log in.
Instead of the menu structure of a logged-in employee in ZEP, the customer contact only receives a view for the tickets in ZEP.
A customer contact sees all tickets for the projects/processes for which he has the appropriate authorization and for which he has been registered as a customer contact.
When a customer contact creates a ticket, he or she is automatically assigned as the customer contact for that ticket.
When an employee creates a ticket, they must specify the customer contact in the ticket so that the customer contact can see the ticket. Note: If the customer contact does not have ticket permission for the ticket's project, they will not see the ticket.
Tickets from customers
Here, as a customer contact, you can see all tickets for the projects/processes for which you have the appropriate authorization and for which you have been registered as a customer contact.
When you create a ticket, you are automatically assigned as the customer contact for that ticket.
If a ZEP employee creates a ticket and specifies you as the customer contact in the ticket, you can see the ticket here.
All tickets that you have created yourself or in which you are listed as the creator are displayed in a list according to search/filter criteria. The tickets are sorted by creation date (newest first).
You can set the following filters/search criteria:
Project: Selection box with the projects for which you are authorized. Even if you select “All projects”, only the tickets for all authorized projects will be shown.
Process: Selection from the assigned processes of the selected project.
Status (selection).
Priority (selection).
Creator: Selection of customer contacts of the same customer possible.
A table is displayed with the most important data of all tickets that match the search criteria. You can configure the table columns using the symbol. You can show or hide columns for the display and change the order by clicking on the symbol with the mouse pointer and dragging it to the desired position while holding down the mouse button. You can also set this separately for the Excel/CSV export.
Create new ticket
Click on the Create new ticket link.
Select a project .
Select an operation.
Customer reference (e.g. an order number).
Date of receipt (the current date is always preset): If the ticket is only recorded subsequently, you can correct the date of receipt here accordingly.
appointment.
The default priority is 3. 1 is the highest priority, 5 is the lowest.
Enter a subject/title for the ticket here.
Optionally, you can further elaborate on the subject of the ticket in the comments here.
You can attach multiple files to further explain the topic of the ticket. These could be screenshots or relevant documents.
After the ticket is created, an email is generated informing the project team about the new ticket.
Ticket detail view
You can call up the detailed view for an individual ticket via the ticket table. To do this, click on the corresponding ticket number in the "No." You can use the detailed view to add tickets and accept or reject completed tickets. Once a ticket has been entered, it cannot be deleted; it must go through the entire "life cycle" of status transitions until it reaches the final state.
All information about the corresponding ticket is listed in the Data submenu. You can also see the history of all data and changes that have already been recorded.
You can use the [ Edit ] link to access the general data of the ticket for modification.
Using the link [Add comments/files] you can add further comments/files to the ticket.
The [ Edit ] and [ Comment / Add files ] links are only available with appropriate authorization.
Approve ticket - change status
You will receive an email from ZEP when an agent sets a ticket to the status “finished” and
You created the ticket.
or you are listed as the customer contact in the ticket.
The email also contains a link to ZEP.
You can change the status of these tickets once they have been set to “completed” by the processor.
Status “accepted” (final state).
This indicates that you are satisfied with the processing of the ticket. The current person processing the ticket will be informed via email that it has been accepted.
Status “rejected”
This indicates that you are not satisfied with the processing of the ticket. A reason must be given in the comments text field. If a ticket is rejected, the current person processing the ticket will receive an email with the corresponding note.
Settings
If you use the module, you first need to make a few basic settings in ZEP:
Under Administration > Ticketing system > Settings
In the menu item Administration > Ticketing system there are the submenu items Categories, Notifications, Mail templates and Mailboxes.
Customer access
Customer access to tickets has read-only rights.
If you have defined customer access to the ticket system for your customers via the contact persons, you can also decide here whether a customer can create and edit tickets themselves or accept/reject them, or whether they can only see tickets related to their projects.
If the customer should only have read access to "his" tickets, then activate this checkbox.
If the customer should only have read permissions for certain projects/processes, you can set specific permissions under Customers > Ticket permissions.
Customer contact person
A customer contact sees all tickets assigned to him, regardless of the authorizations granted:
If you set this option to "Yes", a customer contact will always see all tickets for which he is specified as the customer contact, regardless of which project/process the ticket belongs to.
Customer contacts can also be authorized for internal projects:
Set whether a customer contact can also create tickets for internal projects (i.e. projects that are not assigned to the customer). If you enter "Yes" here, internal projects will also be offered in the customer contact's menu under Permissions when adding permissions.
Ticket recording by employees
Only project employees are authorized to access the tickets of a project
If you check this option, only the employees of a project can see and edit the tickets of this project.
If you do not check the option, all employees in ZEP can also see and edit tickets from projects to which they are not assigned as project employees, but they cannot record times on these tickets.
Offer tickets for all employees when recording time
If you select this option, employees can also select tickets that have a different processor under Project times and record times on them.
Allow time recording only within the ticket validity period
Specify whether project times on a ticket can only be assigned within the ticket term.
Show scheduled hours on tickets for all employees
If you want the planned hours stored for tickets or subtasks to be visible to employees, you can specify this here.
Creator of a ticket can be changed
If you want the creator of a ticket to be freely selected and changed from the list of project or process employees, activate this checkbox.
If you activate the setting ("Yes"), you can specify who is listed as the "creator" when creating a ticket (all project or process employees are available for selection).
However, the change history still shows who created the ticket. If ticket data is edited, the "creator" of the ticket can also be changed at any time.
The person who created the ticket is entitled to take the ticket away.
Remarks in tickets
The comment / files of the last entry in the history can be subsequently changed by the author
If you want the person who created the last comment/files in a ticket to be able to change this comment or delete the files, then activate this checkbox. The employee in question will then have a "pen symbol" on the right of the last comment in the ticket. Clicking on this pen will allow the comment to be changed later. Uploaded files will have a "trash can symbol" that can be used to delete the file. Please note: this change will not be recorded.
For this event, you can specify under Administration > Ticketing system > Master data > Notifications whether and who should be informed about it by email. There is a corresponding email template under Administration > Ticketing system > Master data > Email templates.
Remarks / files in the history can be changed later by the project manager
If you want comments and files of a ticket to be subsequently changed or deleted by the project manager, then set the setting Comments/files in the history can still be changed later by the project manager to Yes.
These changes are not documented in the ticket.
However, you can set up emails to be sent to the relevant employees via Administration > Ticketing system > Master data > Notifications . There are 4 email templates for this:
Ticket - Comment / File deleted
Ticket - Internal comment / file deleted
Subtask - Comment / File deleted
Subtask - Internal comment / file deleted
Tickets and subtasks
To display the tickets in the i-point for the processes on the Project times page, you can also select the following setting under Administration > Project > Settings:
Display tickets and subtasks in the i-point of the process list during time recording
If you activate this option, the process i-point will be supplemented with the tickets when recording time.
If you have also activated the option "Show planned and actual hours in the i-point of the process list when recording time", the planned and actual hours will also be displayed for tickets.
Show ticket subject in project time evaluation
Under Administration > Project time & receipts > Settings you can specify whether the subject of the ticket is displayed in the project time analysis. If this option is not activated, only the ticket number is displayed.
Ticket emails and ticket mailbox
Under Administration > Ticketing system > Settings, you will find the following setting option:
For ticket emails, use the email address of the associated ticket mailbox as the sender address
Set whether the From address should be the same as the Reply To address or the standard address
For ticket emails, use the email address of the associated ticket mailbox as the sender address
Setting "No"
a support email goes to [email protected] , the reply email to this ticket comes from [email protected] .
Setting "Yes"
a support email goes to [email protected] , the reply email to this ticket comes from [email protected] .
Querying ticket mailboxes
When working with ticket mailboxes, emails containing out-of-office information for the notified person may be displayed and saved as a comment in the ticket. To prevent this, you can filter out such emails using regular expressions so that they are not displayed in the ticket history.
Check the box Filter messages based on the subject and the following regular expression. Enter the corresponding regular expression and, if necessary, check the box Delete the filtered messages from the mailbox.
Categories
You can define your own ticket categories here. You can store categories in multiple languages.
The entry is made in the name field: click on "German" to enter the German name for the short form, click on "English" to enter the English name, click on "French" to enter the French name. Depending on the language set for the employee or project, the German, English or French name is displayed.
When you create a new ticket, you can assign one or more categories. You can filter according to the assigned categories.
Tags
You can create a keyword catalog here to classify and find your tickets. To define a new keyword, click on the New Keyword link and enter any keyword.
If you have specified under Administration > Ticketing system > Settings that employees may add keywords ("Yes"), employees can also create their own keywords in a ticket and assign them to the ticket.
Notifications
All events that cause an email to be sent in ZEP are shown here. You can configure these events yourself according to your requirements.
Click on the pencil symbol in the first column and you can select the recipients of the email in the following pop-up and also define "Additional employees" (can be selected from all employees) or additional email addresses (can be entered freely). If you remove the tick from the "active" checkbox, ZEP will not send an email for this event.
If you also want to customize the corresponding email template for the notification event, click on the pencil icon in the Email Template column.
If different notification settings apply to a specific project, you can set this directly in the relevant project under Ticket System>Notifications.
Escalation procedure
If an email cannot be delivered to an editor or creator because no email address is stored in ZEP or because this employee is no longer employed in ZEP, a so-called escalation procedure is used. The following user groups are examined:
Process employee
Process managers (project managers assigned to the process)
Project staff
Project Manager
Head of Department
Administrators
If an email cannot be delivered in a user group, the next user group will be informed.
The following events and the recipients of the respective emails are listed by default:
Creation of a ticket / subtask (status “new”).
With processor: The corresponding processor receives an email for the new ticket.
Exception: The person responsible for the ticket created the ticket himself.
Without processor: All case workers receive an email for the new ticket.
Exception: The creator of the ticket will not be notified by email.
When a ticket comment or file is added, the editor is notified via email.
When an internal ticket comment or file is added, the editor is notified via email.
Change of processor in a ticket / subtask (in any status).
The new person responsible for processing the ticket receives an email to process the ticket. Exception: The new person responsible has made the change of person responsible.
When changing the last comment or internal comment of a ticket or subtask (if activated in the settings).
Status change to “finished” of the ticket.
The creator of the ticket receives an email about the completion of the ticket.
Exception: The creator himself has set the ticket to the status “finished”.
If a customer contact is registered for the ticket, he or she will also receive an email about the completion of the ticket.
Status change to “rejected” of the ticket (only possible by creator / customer contact).
The last person to process the ticket will receive an email informing them that the ticket has been rejected.
Status change to “accepted” of the ticket (only possible by creator / customer contact).
The last person to process the ticket receives an email confirming that the ticket has been accepted.
Exception: The last person to edit the ticket set the status to “accepted” themselves. This is possible if the last person to edit the ticket is also the person who created the ticket, the administrator or the project manager of the project.
Mail templates
ZEP offers you the opportunity to send emails in various places. There are standardized texts for these emails that are included in the emails.
Here you can customize the standardized text for the ticket and subtask email templates. You have the option of sending specific information about tickets or subtasks using general placeholders
You can send all email templates as a test email (preview) to your own email address. Click on "German"/"English"/"French" in the "Test delivery (to your own email address)" column, then you will receive the email in the corresponding language sent to your address.
Mailbox
If you want emails to be automatically converted into ZEP tickets, you can do this as follows:
Define appropriate mailboxes in the master data
Explicitly assign one of the mailboxes to a project task
Using a task (under Administration > System > Tasks ), these mailboxes are now queried at specific time intervals and incoming emails are converted into tickets for the corresponding process. If you are running ZEP on your own server, please refer to the installation manual for the necessary configuration information.
Please note:
A mailbox can only be specified as a ticket mailbox in one project process. If you want to use this system for several (project) processes, you must define several mailboxes in the master data or define a standard mailbox (see online help or i-Punkt Standard Mailbox).
The specified mailbox will be emptied!
Please do not specify your own mailbox as the mailbox, as the emails will automatically become readable tickets for several employees!
If you want to temporarily deactivate (not delete) a created mailbox, you can make it inactive by clicking on Change Mailbox and checking the "inactive" box.
Create new mailbox
To create a mailbox, click on the link Create new mailbox: and enter the following data:
Enter a short form for the mailbox.
Server: enter an account of your email provider from which ZEP should generate incoming emails for tickets. If you specify IMAP as the type, you can optionally specify folders:
On an IMAP mail server, you can structure a mailbox with folders and, for example, set up incoming emails to be filed in certain folders based on certain filter criteria. Specifying a folder for a ticket mailbox in ZEP means that only the emails from this one folder are read and converted into tickets.
For example, you could create multiple ticket mailboxes for a real mailbox in ZEP, each of which points to different folders in the mailbox.
Folders are not read recursively. This means that if a folder itself contains subfolders, the emails from these subfolders are not read by ZEP.
Folders must be specified in the form "INBOX.folder". Nested folders in the form "INBOX.folder.subfolder".
Important: Please do not enter your own mailbox, as the emails will automatically become readable tickets for several employees!)
Email, username and password: enter your login details for the corresponding account.
Type, Connection Security and Secure Authentication: Specify according to your email server.
“Save” the information. The defined mailboxes are displayed in a table and can be “deleted” and “changed” here.
A mailbox can only be specified as a ticket mailbox in one project process. If you want to use this system for several (project) processes, you must define several mailboxes in the master data.
To assign a ticket mailbox to a process, you must click on the short form of the corresponding process in Project>Processes , then you will be taken to the object menu of the process. Here you can select a mailbox for automatically generated tickets under the menu item Settings>Ticket system . Optionally, you can select a creator and a customer contact for automatically generated tickets.
Mailbox query Microsoft Office365 with OAuth
Microsoft has already announced several times that support for accessing Exchange Mail using so-called Basic Authentication will be discontinued, most recently October 1, 2022. This can currently be extended until December 31, 2022, see https://learn.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/deprecation-of-basic-authentication-exchange-online . Instead of access using Basic Authentication, only OAuth will be supported for authentication from then on.
To set up a ZEP mailbox with registration/query via Office 365, proceed as follows:
Azure Settings
Visit Azure: https://portal.azure.com
Then navigate to App Registration via Azure Active Directory > App Registration > "+ New Registration":
Enter a name, e.g. "ZEP"
Supported account types: Accounts in any... and personal Microsoft accounts...
Redirect URI:
Platform : Web
https:// zep-online.de/zepXXX/view/oauth2mailbox.php (replace zepXXX with your own ZEP, this URL can also be found in ZEP in the master data > ticket system > mailboxes > mailbox edit mask)
Press Register
Once the app is registered, copy the "Application ID (client)" and save it in a file (e.g. azure.txt).
Now select "Add a certificate or secret" and click "+ New client secret". Here:
Enter description
Valid until: 24 months (recommended)
Press Add.
Now copy the code displayed as the value (note: not the secret ID) and add it as a new line in azure.txt. Important: this code will not be displayed again later.
Thereafter:
Select the API Permission menu option, then Add Permission > Microsoft Graph
Delegated permissions:
under OpenId permissions : select offline_access
under IMAP : select IMAP.AccessAsUser.ALL
under User : Select User.Read (actually this is created automatically, if not already please select it)
Press the Add Permissions button
In the Azure portal > Enterprise applications > All applications > App (select) > Users and groups, the mailbox should also appear as a user with "Default Access". Otherwise, add it.
Microsoft 365 Admin Center
Users > Active Users > select the user > Email > Manage Email Apps > "IMAP"
ZEP Settings
Administration > Master data > Ticket system > Mailboxes > Change mailbox (if none exists, create a new one)
Fields relevant for Azure:
Server: outlook.office365.com
Type : IMAP
OAuth Id : first saved line in (e.g. azure.txt)
OAuth Secret : second stored line in (e.g. azure.txt)
Use secure authentication: Yes
All others as before (no more password for OAuth)
Save
then click the icon for external link. This will take you to the Office 365 login page. Please complete the login.
After successful registration you will be redirected back to the mailbox page.
Click on the plug symbol to test the connection. If this test is successful => Done!
Default Mailbox
You can define an existing or a new mailbox as a "standard mailbox", i.e. all emails sent to this address are converted to tickets by ZEP. These tickets are initially assigned to the project/process to which the standard mailbox is assigned. However, you can change the project assignment or process assignment of the ticket as you wish. If you forward the comment from a ticket moved in this way as an email (click on the mail-forward_1 symbol on the far right of the page), the reference to the ticket is included in the subject of the email.
All emails that arrive in the ticket mailboxes are now checked to see whether they can be assigned to an existing ticket somewhere based on their subject.
In order for the reply email to be assigned correctly, the subject of the email must contain the complete text (pre-filled by ZEP)! (You can add to this subject, however.) If this is the case, the email will be assigned to this ticket.
Standard mailbox per department
If you use the Departments module, you can assign each department its own ticket mailbox as the default mailbox under Department > Ticketing system settings > Mailbox.
"Reply-To" address
If an email is sent from the ticket system, ZEP checks whether a mailbox is assigned to the ticket process. If this is the case, its email address is used as the ReplyTo address (the reply emails are then sent to this ReplyTo address).
For tickets that have been moved and for which the process may no longer have a mailbox assigned, the email address of the "standard mailbox" is used as the ReplyTo address. This means that email replies to emails from this ticket are automatically assigned to this ticket (even though there is no direct mailbox for the project/process).
Generate tickets from emails
If you want emails to be automatically converted into ZEP tickets, you can do this as follows:
Define appropriate mailboxes in the master data
Explicitly assign one of the mailboxes to a project task
Using a task (under Administration > System > Tasks ), these mailboxes are now queried at specific time intervals and incoming emails are converted into tickets for the corresponding process. If you are running ZEP on your own server, please refer to the installation manual for the necessary configuration information.
Please note:
A mailbox can only be specified as a ticket mailbox in one project process. If you want to use this system for several (project) processes, you must define several mailboxes in the master data or define a standard mailbox (see online help or i-Punkt Standard Mailbox).
The specified mailbox will be emptied!
Please do not specify your own mailbox as the mailbox, as the emails will automatically become readable tickets for several employees!
Ticket mailboxes for tasks
To assign a ticket mailbox to a task, you must click on the short form of the corresponding process in Project > Tasks , then you will be taken to the object menu of the task. Here you can select a mailbox for automatically generated tickets under the menu item Settings > Ticketing system . Optionally, you can select a creator and a customer contact for automatically generated tickets.
If you want to create a link to an external ticket system, you can activate the checkbox "Determine external ticket number for automatically generated tickets from email subject" ("Yes").
You can optionally enter a recognition pattern to determine the external ticket number from the email subject.
This recognition pattern only applies when tickets are created automatically. If a new ticket is created, the external ticket number is automatically determined and entered into the new ticket.
External ticket number for automatically generated tickets
Every ticket has a free text field "External ticket number". When a mailbox is opened, each email is searched for a possible assignment to an existing ticket. To do this, all assigned ticket numbers are matched against the email subject. If there is a first hit, the email is assigned to the ticket found. If there is no hit, the standard matching (matching against the email subject based on the subject lines defined in the email template) takes effect, with a new ticket being created if this is unsuccessful.
In addition, a recognition pattern can be assigned to determine the external ticket number from the email subject when assigning the mailbox (under Administration> Settings> Ticket System ). The recognition pattern is stored in the form of a "regular expression". A regular expression is essentially a pattern that filters out certain components (such as the external ticket number) from a text.
Example:
"\\d*"
filters out all numbers from a text .."\\d" stands for digit and "*" for any number of digits in a row => any number of digits in a row e.g.: "123454"
"TICKET\\d*"
matches: "TICKET12345"
(You can find a small overview at http://www.regexe.de/hilfe.jsp)
If a regular expression is defined for a mailbox, an attempt is first made to create an "external ticket number" based on the regular expression from the subject.
If this is possible, a ticket with exactly this external ticket number is searched for. If this is found, it is updated; otherwise a new ticket with this external ticket number is created.
If no external ticket number can be extracted from the subject using the regular expression, the mail will be processed as before.
If more than one matching ticket is found during normal matching, a new ticket is always created.
This recognition pattern only applies when tickets are created automatically. If a new ticket is created, the external ticket number is automatically determined and entered into the new ticket.
Ticket tasks
Ticket Deadline Compliance
Here you can set when the project manager and the processor will be reminded by email that a ticket with the status new or in progress only has a certain number of days left until the set deadline.
Set Number of days = 0 if the email should be sent from the day of the appointment
Set Number of days = x if the email should be sent x days before the appointment
Set a negative number of days if you want the email to be sent only when the deadline has already exceeded the number of days.
Set whether this should only apply to tickets of a certain priority.
You can create as many tasks as you want to meet deadlines (with different names) and different parameters.
The corresponding email template is available under Administration > Master data > Ticket system > Email templates . You can also define additional recipients here.
If there are no project managers (at the time of execution), the email may go to the department heads or to all administrators.
Ticket response time
Here you can set when the project manager will be reminded by email that a "configurable number of days or more" have passed since a ticket with the status new was created.
Set Number of days = 0 if the email should be sent from the date of receipt
Set Number of days = x if the email should be sent x days after the receipt date
Set whether this should only apply to tickets of a certain priority.
You can create as many reaction time tasks as you want (with different names) and different parameters.
The corresponding email template is available under Administration > Ticketing system > Email templates. You can also define additional recipients here.
If there are no project managers (at the time of execution), the email may go to the department heads or to all administrators.
