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Version: 6.18

General processes

Tasks​

Tasks are individual steps that must be performed to process another operation. They have no contacts, as communication always takes place via the higher-level operation.

This process comprises three steps:

  1. Assigning responsibility
    • Assign the responsible person either directly when creating the task or via corresponding activities
  2. Processing
    • Document the completed work steps via comments
    • Set follow-ups
  3. Completion
    • Final comment for documentation
    • Automatic notification of tickets waiting for the task to be completed
Activities in the task process

The following activities are available depending on the status of the process:

View Tasks | Active

  • Work on ticket: Opens a form where you can change the basic data of the task and add a comment.
  • Assign task: Opens a form where you can select the person to whom the task should be assigned.
  • Set on hold: Opens a form where you can select either the date or a period after which the follow-up should automatically end. The ticket is moved to the follow-up and automatically returns to the active process when either the follow-up date is reached or an email has been received for the ticket. You can also manually remove the ticket from the follow-up at any time.
  • Email has been read: Removes the email overlay that appears when an email has been received for the ticket.
  • Adjust timebooking: Opens a form where you can edit the time bookings entered for the task.
  • Close task: Opens a form where you can enter a comment and decide whether the parent ticket should be notified. The task is permanently closed as completed.
  • Cancel task: Opens a form where you can enter a comment and decide whether the parent ticket should be notified. The task is permanently closed as canceled.

News​

News items are used to inform customers and employees about current planned downtimes, disruptions, or innovations. External news items for customers are published in CM/Track. Internal news items for employees are displayed directly on the start page in the Web Client. News items do not have contacts.

This process comprises two steps:

  1. Preparing the news item
    • Writing the text to be published
    • Defining the type of news item and the target audience (internal or external)
  2. Publishing the news item
    • The news item is automatically available during the selected period from the publication date to the rejection date. Alternatively, availability can also be controlled manually via activities.
Activities in the news process

The following general activities are available depending on the status of the ticket:

Views News | In review

  • Prepare for publishing: Opens a form where you can specify the type of news and its visibility (internal or external). On the publication date, the first comment written, i.e. the oldest comment, will be published as news.
  • Publish news now: Publishes the news immediately, regardless of the publication date.

View News | Published

  • Drop news: Discards the news item regardless of the discard date so that it is no longer displayed. The process is closed, but can be made available again via Reopen news item.

FAQs​

Frequently Asked Questions provide solutions to known problems and offer a knowledge base with instructions. External FAQs for customers are published in CM/Track. Internal FAQs for employees are located in the Web Client directly in the processes that deal with similar topics. They can be created from other processes in order to record the insights gained there. FAQs do not have contacts.

This process involves two steps:

  1. Preparing the FAQ entry
    • Writing the description to be published
    • Defining the target audience (FAQs can be published both internally in the Web Client and externally in CM/Track).
    • Categorize the entry for FAQ search by assigning keywords and assigning a service.
  2. Publish the FAQ entry
    • The FAQ entry is published and remains available until it is manually removed.
Activities in the FAQ process

The following general activities are available depending on the status of the process:

View FAQ | In review

  • Publish article...: Opens a form in which you must decide whether the FAQ should be visible internally or externally. You can also assign keywords for the FAQ search and change the category. Editors will be notified of the new article in the Web Client.
  • Delete article...: Permanently deletes the FAQ entry.

View FAQ | Published

  • Revoke publication: Discards the FAQ entry so that it is no longer displayed. It can be made available again at a later date via Publish article.
  • Delete article...: Permanently deletes the FAQ entry.