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Merge pull request #50 from zammad/mh/add/zammad50
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Prepare for Zammad 5.0
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@MrGeneration
MrGeneration committed Oct 4, 2021
2 parents d3c844f + 05a8571 commit 5fe80e2
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2 changes: 1 addition & 1 deletion _static/theme/theme_overrides.css
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Expand Up @@ -15,7 +15,7 @@
border-radius: 50%;
border-width: 3px;
border-style: solid;
margin: -18px auto;
margin: -0.5em auto;
}

.border-green {
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44 changes: 44 additions & 0 deletions advanced/suggested-workflows.rst
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Expand Up @@ -84,3 +84,47 @@ type ``@@`` in the message composer and select their name from the pop-up menu:

Is the ticket assigned to a group that you don’t belong to?
@mentions and subscriptions only work for tickets that you already have access to.

Quickly assign in ticket listings
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Within overviews and detailed searches you can run bulk operations on tickets.
This means you can adjust the following ticket information:

* group
* owner
* state (with pending time if applicable)
* priority

After pressing "Confirm" Zammad also allows you to provide an internal or
public note of why you adjusted the settings.

.. note::

Zammad *will not* ask for
:doc:`time accounting values </advanced/time-accounting>`
in these situations.

.. figure:: /images/advanced/suggested-workflows/bulk-operations-on-ticket-lists.gif
:alt: Bulk operations in overviews and detailed searches
:align: center

Use the check boxes in ticket listings to select a bunch of tickets.
Now use below drop-downs to change ticket settings, press confirm and
provide a note if you'd like.

.. tip:: **🤓 You can change owners and groups even faster 🚀**

.. figure:: /images/advanced/suggested-workflows/drag-bulk-operation_assign-owner.gif
:alt: Drag selected tickets and drop then on a group or agent to change
ticket group / owner
:align: center

Instead of using the drop-downs on the bottom of Zammad, you can also
drag tickets. A new modal will appear and allow you to drop your
selection on either just a group or agents. This operation allows you to
quickly change the group and owner without further hassle!

.. note::

This functionality is only available in ticket overviews.
83 changes: 48 additions & 35 deletions advanced/tabs.rst
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Expand Up @@ -9,57 +9,70 @@ menu area. These are your **open tabs.**
.. note:: You can freely switch between open tabs without losing your work –
all unsaved changes are automatically backed up to the server.

.. figure:: /images/advanced/tabs-list.jpg
.. figure:: /images/advanced/tabs/tabs-list.jpg
:alt: Sample view of Tabs

Tabs appear in the main menu as you visit different parts of the
application.

+---------------------------------+
| What items open in a new “tab”? |
+=================================+
| 1. Existing tickets |
+---------------------------------+
| 2. New tickets |
+---------------------------------+
| 3. Users |
+---------------------------------+
| 4. Organizations |
+---------------------------------+
| 5. Omnisearch |
+---------------------------------+
What items open in a new “tab”?
1. Existing tickets
2. New tickets
3. Users
4. Organizations
5. Omnisearch

.. tip:: **🖱️ UI Protip**

* :doc:`Ticket states </basics/service-ticket/settings/state>` are **color-coded:**

+-------+----------------------------------------------------+
| |grn| | **Closed** |
+-------+----------------------------------------------------+
| |blk| | **Postponed** |
| | (Marked as pending; no immediate action required.) |
+-------+----------------------------------------------------+
| |ylw| | **New / Open** (Ready for action.) |
+-------+----------------------------------------------------+
| |red| | **Escalated** |
| | (Requires urgent attention.) |
+-------+----------------------------------------------------+
.. include:: /snippets/ticket-state-type-circles.rst

.. |grn| raw:: html
* A **pulsing dot** means that a ticket has new activity since you last viewed it.
* Drag and drop tabs to rearrange them.

<div class="zammad-state-circle border-green"></div>
Tab behavior in ticket zooms
----------------------------

.. |blk| raw:: html
You may have noticed the "Stay on tab" button next to "Update" on the lower
right already.

<div class="zammad-state-circle border-charcoal"></div>
.. note::

.. |ylw| raw:: html
The behavior of a tab can be configured by your administrator
globally. You can overrule this setting based on your personal
preference.

<div class="zammad-state-circle border-yellow"></div>
.. figure:: /images/advanced/tabs/tab-behavior.png
:width: 80%
:alt: Tab behavior can be adjusted in tickets manually

.. |red| raw:: html
To overrule your administrator's settings, simply choose the action
you prefer. Zammad will remember this preference until you change its setting.

<div class="zammad-state-circle border-red"></div>
Close tab
Upon updating the ticket, Zammad will automatically close the tab.
You'll be returned to the last view that was open.

* A **pulsing dot** means that a ticket has new activity since you last viewed it.
* Drag and drop tabs to rearrange them.
Close tab on ticket close
Ticket tabs will be closed only if you change the state to "closed" upon
ticket update.

.. note::

This does not apply for pending states that end in closed states.

Next in overview
If you opened a ticket from any overview, Zammad will jump to the next
ticket in said overview. Zammad recycles the open tab.

.. note::

This option is only available if you open the ticket from an overview.
Zammad will ignore the setting if you opened the ticket directly
and fall back to ``Stay on tab``.

Stay on tab
Updating the ticket doesn't have any effect on the tab.

*This is the default setting in Zammad installations.*
46 changes: 16 additions & 30 deletions basics/find-ticket/browse.rst
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Expand Up @@ -13,47 +13,33 @@ Looking for a ticket to work on? Check the **overviews** menu.
for the tickets it displays.

There are **six built-in overviews**
(Zammad admin may `create more <https://admin-docs.zammad.org/en/latest/manage-overviews.html>`_ with custom-defined filters):
(Zammad admin may `create more`_ with custom-defined filters):

* **My assigned tickets** (*open/pending* only)
* **Unassigned & Open**
* **My pending reached tickets** (previously marked *pending* and currently due)
* **Open** (system-wide)
* **Pending reached** (system-wide, previously marked *pending* and currently due)
* **Escalated** (system-wide, failing to meet a `service-level agreement <https://admin-docs.zammad.org/en/latest/manage-slas.html>`_)
* **Escalated** (system-wide, failing to meet a `service-level agreement`_)

.. _create more: https://admin-docs.zammad.org/en/latest/manage/overviews.html
.. _service-level agreement:
https://admin-docs.zammad.org/en/latest/manage/slas.html

.. tip:: **🖱️ UI Protip**

* Click on column headings to change the display order.
* Click-and-drag column dividers to adjust their width.
* :doc:`Ticket states </basics/service-ticket/settings/state>` are **color-coded:**

+-------+----------------------------------------------------+
| |grn| | **Closed** |
+-------+----------------------------------------------------+
| |blk| | **Postponed** |
| | (Marked as pending; no immediate action required.) |
+-------+----------------------------------------------------+
| |ylw| | **New / Open** (Ready for action.) |
+-------+----------------------------------------------------+
| |red| | **Escalated** |
| | (Requires urgent attention.) |
+-------+----------------------------------------------------+

.. |grn| raw:: html

<div style="width: 1em; height: 1em; border-radius: 50%; border: 3px solid #31af68; margin: 0 auto"></div>

.. |blk| raw:: html

<div style="width: 1em; height: 1em; border-radius: 50%; border: 3px solid #43484c; margin: 0 auto"></div>

.. |ylw| raw:: html

<div style="width: 1em; height: 1em; border-radius: 50%; border: 3px solid #fcac01; margin: 0 auto"></div>

.. |red| raw:: html
* :doc:`Ticket states </basics/service-ticket/settings/state>` are
**color-coded:**

<div style="width: 1em; height: 1em; border-radius: 50%; border: 3px solid #f45801; margin: 0 auto"></div>
.. include:: /snippets/ticket-state-type-circles.rst
* :doc:`Ticket priorities </basics/service-ticket/settings/priority>` are
**color-coded:**

.. figure:: /images/basics/service-ticket/settings/priority-colors.png
:alt: Overview showing 3 tickets with different priorities
:align: center

Zammad's 3 default priorities allow you to see the importance of
your tickets better.
24 changes: 19 additions & 5 deletions basics/service-ticket/settings/priority.rst
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Expand Up @@ -4,19 +4,33 @@ Priority
A ticket’s **priority** is simply a ranking (from 1 to 3)
of *how urgent or important it is*.

.. figure:: /images/basics/service-ticket/settings/priority-colors.png
:alt: Overview showing 3 tickets with different priorities
:align: center

Zammad's 3 default priorities allow you to see the importance of
your tickets better.

But what does it do, and how should I use it?
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Out of the box, **ticket priority doesn’t actually do anything**.
However, Zammad administrators can set up all sorts of automated hooks
that fire off based on this value, like:

* `service-level agreements <https://admin-docs.zammad.org/en/latest/manage-slas.html>`_,
* `triggers <https://admin-docs.zammad.org/en/latest/manage-trigger.html>`_, and
* `scheduled events <https://admin-docs.zammad.org/en/latest/manage-scheduler.html>`_.
* `service-level agreements`_,
* `triggers`_, and
* `scheduled events`_.

Priority can also be used as a ticket filter when creating `custom overviews <https://admin-docs.zammad.org/en/latest/manage-overviews.html>`_.
Priority can also be used as a ticket filter when creating `custom overviews`_.

.. _service-level agreements:
https://admin-docs.zammad.org/en/latest/manage/slas.html
.. _triggers: https://admin-docs.zammad.org/en/latest/manage/trigger.html
.. _scheduled events:
https://admin-docs.zammad.org/en/latest/manage/scheduler.html
.. _custom overviews:
https://admin-docs.zammad.org/en/latest/manage/overviews.html

In other words, **consult your administrator**
for details on how he’d like you to use it.

8 changes: 8 additions & 0 deletions basics/service-ticket/settings/state.rst
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Expand Up @@ -12,6 +12,14 @@ and may be one of the following:
* pending reminder
(*i.e.,* hidden, but scheduled to reappear at a later date)

State colors
^^^^^^^^^^^^

Zammad states are color-coded. This helps you to understanding the state of
the ticket much faster in general – without having a look into details.

.. include:: /snippets/ticket-state-type-circles.rst

.. _new-vs-open:

What’s the difference between “new” and “open”?
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