Lotus Notes / Domino Sonstiges > Help-Desk Applikation !!Help!!

Insert a New Ticket

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alecrespi:
How can I say the user to insert new ticket?
Do I have to copy and paste the module called "Helpdeskanfrage" in every mail database of the users? (if so how can I do that, with the administrato user I can't open single mail file)
Is there another way?
Are the user able to inserting a new ticket without deciding the supporter?
 :-:

Maybe I'm losing myself in a glass of water...  :'(
Thank you

eknori (retired):
You only need the "Helpdeskanfrage" or QuickCall in case of beeing able to submit some of the user's system configuration.
Normally any mail sent to the helpdesk will be transformed into a new ticket by the supporter.

If you want to use the Helpdeskanfrage, you can copy the form to the mail template and let the designer task do its job.

Or , alternatively, you cam create a new database on the server called forms.ntf and copy the form to the design of this database.

When the user now clicks "Create - Other" , he will see the form Helpdeskanfrage w/o any update or modification of the mailfile itself.

alecrespi:
If I receive a new mail... with a "problem inside"...
how can I transform it in a new Ticket?
Do I have to re-type all the problem in a new ticket or is there an "import" function?

eknori (retired):
OK, if you receive the mai in your very personal mailbox, you can use the Mail --> Ticket function ( a new function in 1.5.3 )

alecrespi:
... I think I saw that function somewhere in the past days...
 :-:
but I cannot find it anymore.
where can I search for it?
 :P

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