{"id":16901,"date":"2023-08-28T15:30:25","date_gmt":"2023-08-28T13:30:25","guid":{"rendered":"https:\/\/blog.rwth-aachen.de\/itc\/?p=16901"},"modified":"2023-09-12T12:56:42","modified_gmt":"2023-09-12T10:56:42","slug":"tickettool-info-teil-1-das-tickettool-und-seine-funktionen","status":"publish","type":"post","link":"https:\/\/blog.rwth-aachen.de\/itc\/en\/2023\/08\/28\/tickettool-info-teil-1-das-tickettool-und-seine-funktionen\/","title":{"rendered":"Ticket Tool Info \u2013 Part 1: The Ticket Tool and Its Functions"},"content":{"rendered":"<div class=\"twoclick_social_bookmarks_post_16901 social_share_privacy clearfix 1.6.4 locale-en_US sprite-en_US\"><\/div><div class=\"twoclick-js\"><script type=\"text\/javascript\">\/* <![CDATA[ *\/\njQuery(document).ready(function($){if($('.twoclick_social_bookmarks_post_16901')){$('.twoclick_social_bookmarks_post_16901').socialSharePrivacy({\"txt_help\":\"Wenn Sie diese Felder durch einen Klick aktivieren, werden Informationen an Facebook, Twitter, Flattr, Xing, t3n, LinkedIn, Pinterest oder Google eventuell ins Ausland \\u00fcbertragen und unter Umst\\u00e4nden auch dort gespeichert. N\\u00e4heres erfahren Sie durch einen Klick auf das <em>i<\\\/em>.\",\"settings_perma\":\"Dauerhaft aktivieren und Daten\\u00fcber-tragung zustimmen:\",\"info_link\":\"http:\\\/\\\/www.heise.de\\\/ct\\\/artikel\\\/2-Klicks-fuer-mehr-Datenschutz-1333879.html\",\"uri\":\"https:\\\/\\\/blog.rwth-aachen.de\\\/itc\\\/en\\\/2023\\\/08\\\/28\\\/tickettool-info-teil-1-das-tickettool-und-seine-funktionen\\\/\",\"post_id\":16901,\"post_title_referrer_track\":\"Ticket+Tool+Info+%E2%80%93+Part+1%3A+The+Ticket+Tool+and+Its+Functions\",\"display_infobox\":\"on\"});}});\n\/* ]]> *\/<\/script><\/div><p><div id=\"attachment_16906\" style=\"width: 310px\" class=\"wp-caption alignright\"><a href=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-16906\" class=\"size-medium wp-image-16906\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1-300x169.png\" alt=\"Ticket with info on the upcoming maintenance of the ticket tool from 12 to 13 September 2023\" width=\"300\" height=\"169\" srcset=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1-300x169.png 300w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1-1024x576.png 1024w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1-768x432.png 768w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1-1536x864.png 1536w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2023\/08\/HelpLine_Wartung_final-1.png 1920w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><p id=\"caption-attachment-16906\" class=\"wp-caption-text\">Source: Own illustration<\/p><\/div><\/p>\n<p>In this article we will familiarise you with the functions and background of our ticket tool. We will also tell you about the <strong>big upcoming upgrade<\/strong> of our ticket tool in the period from <strong>September 12 to 13, 2023<\/strong> and the associated service restrictions. But don&#8217;t panic: We will remain loyal to you during this period and will be available despite the restrictions during the upgrade. \ud83d\ude42<!--more--><\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">It Costs Nothing to Ask \u2013 The IT-ServiceDesk<\/span><\/h3>\n<p>Since January 1st<sup>, <\/sup>2010, the IT Center has been offering the <a href=\"https:\/\/www.itc.rwth-aachen.de\/cms\/it-center\/Services\/Support-Moeglichkeiten\/~smkoi\/IT-ServiceDesk\/?lidx=1\">IT-ServiceDesk<\/a> as a single point of contact for all questions regarding the IT services of the IT Center for students, employees, institutions, affiliated institutes and cooperation partners of RWTH Aachen University. The IT Service Desk consists of a competent team from the &#8220;Service &amp; Communication&#8221; department and accepts your concerns and questions regarding our IT services.<\/p>\n<p>Since September 2011, the IT service management tool, Tickettool or ticket system for short, has been in use and supports the IT Service Desk in processing incoming enquiries and solving problems. The ticket tool ensures that every incoming customer enquiry is answered via chat, e-mail or telephone and that every ticket is reliably resolved.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Our Ticket Tool \u2013 Your Helper in Case of Need<\/span><\/h3>\n<p>Our ticket tool is your central point of contact for non-technical concerns as well as for all support requests regarding the IT services of the IT Center.<\/p>\n<p>Whether you need help with software installations, network connections (eduroam), hardware problems or other IT-related issues such as using the RWTH email address. You can reach us as follows:<\/p>\n<ul>\n<li>Contact us by email: <a href=\"mailto:servicedesk@itc.rwth.aachen.de\">mailto:servicedesk@itc.rwth.aachen.de<\/a>,<\/li>\n<li>phone us on 0241 80 24680 or<\/li>\n<li>chat with us via the <a href=\"https:\/\/app.rwth-aachen.de\/chatsupport\/\">Chat Support<\/a>.<\/li>\n<\/ul>\n<p>For more information on our <a href=\"https:\/\/help.itc.rwth-aachen.de\/service\/b734502cd73e4201b1f763a65a61bf9c\/article\/cbf1b80232b34626bbd53dda48578c09\/\">opening hours<\/a>, please see our <a href=\"https:\/\/help.itc.rwth-aachen.de\/en\/\">IT Center Help documentation portal<\/a>.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Advantages of the Ticket Tool<\/span><\/h3>\n<p>Our ticket tool is a central communication point between you and the IT Center. Through the ticket tool, your enquiries, also called tickets, are processed in a structured, targeted and quickest possible manner or forwarded to the respective specialist department. The tickets are given a unique ticket number in the format #XXXXXXXXXX-XXXX, classified by us either as a &#8220;service request&#8221; or as an &#8220;incident&#8221; and categorised thematically.<\/p>\n<p>Incidents are processed as quickly as possible with high priority and urgency. The urgency of a request generally depends on the user&#8217;s ability to work. If the resolution time available according to priority is exceeded, an escalation (in the form of an e-mail) is automatically triggered to a defined group of people. Different escalation levels are divided according to defined criteria (priority and urgency), which help us to process the tickets accordingly.<\/p>\n<p>Another advantage of the ticket tool is that your support requests that arrive in the ticket tool can also contain images. This allows you to underline your concerns with screenshots. However, the e-mail must not be larger than 20.48 MB.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Optimal E-mail Formatting for the Ticket Tool<\/span><\/h3>\n<p>Please note that, for technical reasons, encrypted e-mails cannot be processed directly by the ticket tool and therefore no confirmation of receipt will be sent to you. However, the requests will not be lost and will be processed by us with a time delay.<\/p>\n<p>We would also like to inform you that, for technical reasons, outgoing e-mails from our ticket tool are always sent as HTML. However, you can set your e-mail client so that HTML e-mails are only displayed as text. Our ticket tool cannot display the formatting in HTML and therefore it will be lost. Therefore, it is better to send us your request by text mail.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Tickets With Resubmission Times<\/span><\/h3>\n<p>When we need more information about a concern and expect feedback, we work with resubmission times. After we send an email with queries, we set the resubmission time to one week by default. If we do not receive a reply, we close the ticket after one week as usual with a closing notification. In the case of incidents or other special cases, the resubmission time may differ. Tickets can also be reopened by you 40 days after closure with a reply to the original ticket. This is especially helpful if the solution we offered did not lead to the desired result. Tickets are anonymised on a weekly basis for all transactions that have been completed and for which the last change was made more than two years ago.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Overview in the Ticket Jungle<\/span><\/h3>\n<p>Do you have questions about your case? Then check your mailbox! All e-mails you receive from us regarding a case have the ticket number in the subject line. Then either reply to the e-mail or call us and tell us the ticket number! Then we can help you quickly.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Announcement: Major Ticket Tool Upgrade<\/span><\/h3>\n<p>From <strong>September 12 to 13, 2023<\/strong>, a major upgrade of our ticket tool is scheduled. During this period, we will only be able to process incoming requests with a significant delay. During the upgrade, we will still be available <strong>via chat and telephone<\/strong>. Of course, you can also meet us<strong> in person at our offices at Seffenter Weg 23 and SuperC at Templergraben 57<\/strong>. Your incoming e-mails will not be lost during the upgrade. However, they will probably not be processed continuously until September 14, 2023. \u00a0The ticket portal will also be unavailable during this period. We ask for your understanding in advance and for your patience in answering your questions and concerns.<\/p>\n<p>You can also check the status of the ticket tool upgrade via our <a href=\"https:\/\/maintenance.rz.rwth-aachen.de\/ticket\/status\/messages\/28-it-center-ticketportal-tickettool\">status massage portal<\/a>. (*)<\/p>\n<p>In the second part of our <a href=\"https:\/\/blog.rwth-aachen.de\/itc\/en?s=Tickettool-Info\">Ticket Tool-Info<\/a> series, we will dive into the advantages of our ticket portal and present the latest information on the upcoming upgrade. Stay tuned! \ud83d\ude42<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>Responsible for the content of this article is <a href=\"https:\/\/www.itc.rwth-aachen.de\/cms\/IT-Center\/IT-Center\/Team\/~epvp\/Mitarbeiter-CAMPUS-\/?gguid=0xCEBA260FD5AB124D808C372CCB23E8F2&amp;allou=1&amp;lidx=1\">Lina-Louise Kaulbach<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>(*) The paragraph was updated on September 11, 2023.<\/p>","protected":false},"excerpt":{"rendered":"<p>Sorry, this entry is only available in Deutsch.<\/p>\n","protected":false},"author":3675,"featured_media":16902,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"c2c_always_allow_admin_comments":false,"footnotes":""},"categories":[306,315],"tags":[530,120,997,985,995,801,986,996,987],"class_list":["post-16901","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ankuendigungen","category-services-support","tag-funktionen","tag-it-servicedesk","tag-service-einschraenkungen","tag-tickettool","tag-tickettool-info","tag-upgrade","tag-vorteile","tag-wartungsarbeiten","tag-wiedervorlagezeiten"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/posts\/16901","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/users\/3675"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/comments?post=16901"}],"version-history":[{"count":24,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/posts\/16901\/revisions"}],"predecessor-version":[{"id":17143,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/posts\/16901\/revisions\/17143"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/media\/16902"}],"wp:attachment":[{"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/media?parent=16901"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/categories?post=16901"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.rwth-aachen.de\/itc\/en\/wp-json\/wp\/v2\/tags?post=16901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}