How to assign the ticket duty

Course description
About the System
Managing Users
- User Groups
- Users
- How to Restore Password for Administrator
- Importing Users
  - Importing from a CSV File
  - Import from LDAP Directory
Access permissions
- Access Levels
- Module access
- Access to content
- Controlling access to files and folders
- Administrator role access permissions
Using system tools
AD/LDAP
- Module functions
- How the module functions
- Module configuration
- Adding users to departments on an AD server
- Registering a server
- NTLM Authorization
- Importing Users from LDAP Diectory
Blogs
- Managing Blog Groups
- Creating Employee and Workgroup Blogs
- The Public Interface of Blogs
Business Processes
- Types of Business Processes
- Typical Business Processes
- Configuring the Information Blocks to support Business Processes
- Configuration for Organizational Business Processes
- Using Business Processes
Business Process Designer
- Visual Modeler
- Business Process Templates
- Actions
Common Lists
- Creating the User Interface
- Using the Lists
Currencies
- Currencies
- Currency exchange rates
- Examples of using currencies
Document Library
- General Overview
- Document Library Creation Wizard
- Document Operations in a Web Browser
- Using the Document Library in Windows
- Folder Mapping Issues in Windows
e-Learning
- Basic notions
- Creating lessons and tests
- Publishing a training course
  - Publishing a training course
Extranet
- Introduction
- Intranet user vs Extranet user
- Installing And Configuring The Module And The Extranet Website
- Module Configuration
- Access Permissions For Extranet Users
- Public Employees
- The Extranet Module Gadgets
Forum
- Managing the Forums
- Showing Forums in the Public Section
- Using Forums in the Public Section
Helpdesk
- Setting up your helpedesk service
- Dictionaries
- SLA
- How to assign the ticket duty
- Submitting tickets to tech support via e-mail
- Functions available in the public section
  - Using public interface
  - Creating public interface
- Administration interface
Information Blocks
- Basic notions
- Typical Operations
- Extra features
Intranet
- Company Structure
- Finding Users
- The Staff Changes
- Absence Chart
- Honored Employees
- Birthdays
Mail
- E-mail accounts
- Messages
- Rules
- Mail log
- Example of creating a mailbox
Performance Monitor
- Module Settings
- Public Interface
- The Module’s Control Panel Forms
- Identifying Weak Points In Your Website
- Troubleshooting Minor Performance Issues
Photo Gallery
- Main Principles
- Sample Applications
Polls and surveys
- Polls and surveys
- Sample uses
Proactive Protection
- Basic notions
- Standard security level
- High security level
- Highest security level
- Stop list
Push and Pull
Scalability
- Scalability Panel
- Load chart
- VPS Orders
Search
- Main Concepts
- Site indexing
- Morphological search
- Ranking Rules
- Logical operators
- Document Search Setup
- Sphinx search set up
Social Network
- Module Settings
- Managing Group Topics
- The User Profile Page
- Creating a Workgroup
Technical Support
- Creating a Helpdesk Wizard
- The Wizard Public Interface
Telephony
- Balance and Statistics
- Phone Numbers
- Telephony Users
- SIP Phones
  - Examples of telephone settings
  - Example of softphone set up
- Other Settings
- VoxImplant Integration
- Office PBX Set Up
  - Setting up FreePBX
- Setting Up a Cloud hosted PBX
Web forms
- Main features and functions
- Managing web forms
- Sample operations
XMPP Server
- XMPP Server Setup
- XMPP Server Management
- XMPP Client Applications
Multiple Divisions
External data import to Activity Stream

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Last Modified: 10.10.2012

Responsible person is a techsupport staff member liable to resolve tickets and problems.

Responsibilities can be distributed:

automatically (according to the pre-set parameters);
manually by a technical support administrator.

The following parameters are considered when a responsible person is assigned automatically:

specialist responsible for the ticket of a certain SLA. According to user rights each ticket is assigned a definite SLA. In the SLA settings, a support specialist can be specified who is to solve problems of a specified support level.
if a responsible person is not specified for the SLA, then they are assigned according to the category settings to which the ticket has been related.
if a responsible person is not specified for the category, then they are assigned according to the Helpdesk module settings.

The technical support administrator can assign or change the responsible person when viewing the ticket:

Courses developed by «Bitrix», Inc.

Course description

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