Admin Console Setup
The objects required to support your Tickets application (types, statuses, priorities, etc...) are created in Admin Console Data Management tables. Follow this link for guidelines on how to complete this setup:
Admin Console Configuration Step-by-Step
If you need to learn more about the purpose and characteristics of these objects, refer to the descriptions here:
Admin Console Object Definitions
The following link provides planning tables to help you visualize and plan for the required Data Management setup:
Note
If you use the Email functionality in Tickets, you may require additional setup in Admin Console as described in Setup Required to Support Email Functionality below.
Tickets Settings
For the Tickets web module, there is a setting for displaying/not displaying customer alerts when you open a Ticket. The setting is disabled (do not display alerts) by default. There is also a setting to Close Tickets from Email. To enable/disable this functionality see:
Note
If you use the Email functionality in Tickets, you may require additional Tickets setup as described in Setup Required to Support Email Functionality below.
Setup Required to Support Email Functionality
Additional setup is required in Admin Console and Tickets Settings if you are using Email functionality in Tickets. See:
Email Permissions
These permissions have been added to the Tickets Support Desk delivered role:
Send Email is required to send, reply or forward an email from a ticket.
Manage Configurations is required to access Manage>Settings and enable communications functionality.
Workflow Permissions
The Start Workflow permission is required to start a Workflow from a Ticket.
Follow-up Permissions
Adding/Editing Follow-ups requires the new Add/Edit Follow-Ups permission. This permission has been added to the Tickets Support Desk and Tickets Technician delivered roles.
Enabling/disabling reminders requires Manage Configurations permission.
Reminder Setup
This involves setup in the Communications module, IDI Admin Console, and Tickets Settings.
More
Communications
Communications must be configured for the environment to support reminders.
Mailbox Configuration
A new entry has been added in the Mailbox Configuration in Admin Console for Reminders - Data Management > Mailbox Configuration.
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This entry contains the from email address for reminders. No action is required for this setting, unless you require a different value for alias or local address.
Tickets Setting for Reminders
MANAGE > Settings provides a setting to enable reminder functionality in Tickets. The setting is disabled by default. No reminder functionality is available until the setting is enabled. Toggling this setting requires Manage Configurations permission.
Note
This setting is only available if Communications is configured for the environment.
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Workflow Trigger
Enabling the setting adds a Recurring Workflow Trigger with the Send Follow-up Reminder action, and makes the Add/Remove Reminder icon available on the Follow-up Details view. Disabling Reminders removes the Trigger and icon. No further configuration is needed.
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Interval Offset: This value is set to 1 hour, and is used in the selection criteria for eligible reminders. Reminders will be selected and sent up to 1 hour before they are due to be sent.
From Alias: This value is set from the Mailbox Configuration entry for Reminders. It is used as the email alias on the from address for reminder emails.
From Address: This is used as the from email address on reminder emails. This is populated from the local address on the Mailbox Configuration for reminders combined with the subdomain and domain from Communications configuration.