General Information
Renaming - The most important change first: cases have been renamed tickets. This applies to all areas of the remberg system.
Ticket ID - The structure of the ticket ID changed from #000000 to TK-000000, to ensure unique identification between all objects within the system.
Ticket Overview
Predefined views
“My unsolved cases” has been renamed to ”My uncompleted tickets”
“All unsolved cases” has been renamed to ”All uncompleted tickets”
“Followed tickets” has been added as a new view
Display modes
Table
“Asset(s)” has been added as a default column
“Created” has been removed as a default column
“Status time” has been added as a new selectable column (this is only displayed for uncompleted tickets)
“Resolution time” has been added as a new selectable column (this is only displayed for completed tickets and is the time from ticket creation to completion, minus the time the ticket was in ‘Waiting external’ status)
The order of the standard columns has been adjusted
The preview of the last conversation when hovering over the subject has been removed, as there is now the ticket preview
When hovering over the status, the resolution time is displayed
Cards
“Asset(s)” has been added
“Contacts” has been removed
“Updated” has been removed
The layout of the cards has been adjusted
Board
“Asset(s)” has been added
The status “Moved” and therefore tickets with this status are no longer displayed
The layout has been adjusted
Ticket Preview
Clicking on the line of a ticket opens the preview on the right-hand side of the screen. This makes it easy to find out what a ticket is about without having to open it. Tickets can also be assigned or associations added from the overview page.
Displayed elements
Ticket header with e.g. ID, subject, status
Details and metadata
Conversations (in read mode only)
Associations
The ticket preview is available at the following locations in the system:
Ticket overview
Asset detail page
Organization detail page
The ticket preview does not work on small screens (e.g. smartphones) and in the Portal
Ticket Detail Page
Tickets are now also displayed in the familiar 3-column view.
To open the ticket detail page, click on the ticket ID.
Ticket properties
Group assignment
A user group can now also be assigned to a ticket.
This option can be (de)activated independently in the settings.
New statuses
“Waiting Internal” and "Waiting External" enable a clear differentiation of uncompleted tickets
Existing tickets with the former status “Waiting” automatically receive the new status “Waiting External”
The ticket status is now clearly summarized for portal users: In Progress, Awaiting reply, Closed
Status time
The status time indicates how long the status remains unchanged.
This is only available for uncompleted tickets.
The status time is displayed in the ticket header directly below the status.
Resolution time
If the status of a ticket is set to “Solves” or “Closed”, the resolution time is displayed.
The time during which the ticket was set to “Waiting external” is not taken into account in the calculation.
The resolution time is displayed in the ticket header directly below the status.
Metadata
Status information
“In New” - indicates how long a ticket was in the "New" status
“In Open” - indicates how long a ticket has been in the "Open" status in total (several times are added together)
“In Waiting Internal” - indicates how long a ticket was in the "Waiting Internal" status in total (several times are added together)
“In Waiting External” - indicates how long a ticket was in the "Waiting External" status in total (several times are added together)
Creation and update details
“Created at” - date and time when the ticket was created
“Created by” - information on who or how (Portal, System via Email, System via Public Request, System via API) created the ticket
“Updated at” - date and time when the ticket was updated
“Updated by” - information on who or how (Portal, System via Email, System via API) the ticket was updated
Associations
Multiple organizations
In order to be able to better map when several organizations are involved in a ticket (e.g. customer, partner and supplier), this can now also be mapped via the associations.
Each added organization automatically receives access to this ticket in the Portal
If an organization is removed again, the contacts linked to it are also automatically removed from the ticket
Multiple contacts
Multiple contacts can now also be linked to a ticket
When contacts are added, they are filtered according to the organizations already linked. This filter can be removed manually.
If a contact is added, its linked organization is also automatically added to the ticket
Parts
The “External reference” field has been removed
Tickets
A ticket can now be linked to another ticket (e.g. because it is the same error message). The link is displayed in both tickets.
If a ticket is moved to another ticket, these two tickets are automatically linked together
Other
Solution dialog
If the status of a ticket is set to “Solved” or “Closed”, a pop-up opens in which the solution can be entered.
The field is not mandatory and the entry can be canceled by clicking on “Cancel” or anywhere outside the pop-up.
The solution entered here is displayed in the “Solution” field in the ticket properties.
This function can be deactivated in the system settings.
The “Material effort” and “Time effort” fields have been removed.
Activities - The “Activities” tab has been adapted to the new standard
Ticket creation
Tickets can now also be created at the following locations in the system:
In the associations of an already existing ticket
In the associations on an work order detail page
On an organization detail page
Portal
Status - The ticket status in the Portal has been adjusted. Some internal statuses have been combined and renamed in a customer-optimized way:
“Awaiting reply” (internal counterpart "Waiting External")
“Being processed” (internal counterparts "New", "Open" and "Waiting Internal")
“Closed” (internal counterparts "Solved" and "Closed")
“Moved”
Access to tickets
If an organization is associated with the ticket, it automatically receives access to it in the Portal
It is possible to remove this access manually (the organization remains associated)
It is possible to grant an organization access without associating it with the ticket
The above settings can be made by clicking on “Access” in the ticket header.
Notifications
Assigning tickets: Portal users who are linked as a “Contact” in a ticket will be notified of this action
Updating tickets: All Portal users who are linked as a “Contact” in a ticket will be notified of status changes. They will not be notified of new emails as they will receive them anyway.
Notifications
The following notifications have been adjusted:
Assignment of tickets
Additional trigger: As tickets can now also be assigned to user groups, all members of this group will be notified of the assignment. However, the individual users will no longer receive notifications about updates.
Updating tickets
Additional trigger: As soon as a ticket is moved to another ticket and thus the status changes to “Moved”
Further change: The notification now contains an excerpt of the email or note that triggered the notification
Creation of tickets
Additional trigger: As soon as a ticket has been added manually
Other
API - The public API endpoints for Cases v1 will no longer work until they are soon replaced by the new extended API endpoints for Tickets v2.
Custom properties - ticket custom properties can now be managed independently in the settings.
URL - The URL of the feature changed from company.app.remberg.de/en/servicecases to company.app.remberg.de/en/tickets
CSV export - The CSV export of tickets now also contains the columns “Assigned Group” and “Resolution time” and the status times
PDF export - The export dialog has been simplified. The exported PDF no longer contains any activity entries and the exported PDF can be found under the “Files” tab in the ticket.