Administrating an instance requires a bit of experience and understanding of how the administration area works and how modules are interconnected.
As an administrator you will need to be able to
Create And Manage Queues
Add And Manage Email Addresses And Accounts
Perform Automated Tasks
Add, Expand, Maintain Processes
Add and Maintain Web Services
Manage Users, Customers, And Customer Users
Manage Roles, Permissions (Groups), And Access (ACLs).
Activate And Deactivate Features
Maintain And Read Logs
In the following chapters all of the required modules for this work are outlined.
The general rules are:
A role has permissions to modules and queues.
A queue requires a group, working calendar and an email address.
A queue contains tickets.
Modules allow users to access tickets and features.
Modules can be affected by ACLs or role permissions.
Processes are specially designed and have built-in automation.
E-mails can be received in multiple ways and dispatch by recipient, queue, filter, or generic agent.
Cases can be created by e-mail, phone and web, or generic interface.
Configuring a module or feature is done centrally in the system configuration.
- Manage User Access
- Services and Service Levels
- Managing Communication
- System Mail Management
- Securing Communication
- Dynamic Fields
- Ticket Attribute Relations
- Automate Tasks
- Process Management
- Web Services
- Installing Features
- Configure Your System