ACCELLOS HELPDESK CUSTOMER GUIDE

ACCELLOS HELPDESK CUSTOMER GUIDE Version: 2.0 Date: December 2011

Copyright Accellos, Inc. All rights reserved The information contained in this document is confidential and is intended only for the persons to whom it is transmitted. Any reproduction of this document in whole or in part, or divulgence of any of its contents without prior written consent of Accellos, Inc. is prohibited.

INTRODUCTION About TicketXpert Contents INTRODUCTION...3 About TicketXpert... 3 About Knowledge Base... 4 About this Manual... 4 Additional Documentation... 4 TicketXpert Reports... 4 GETTING STARTED...5 Logging On to TicketXpert... 5 Logging Off TicketXpert... 6 Updating Your Time Zone... 6 The Tickets List vs. the Activities List... 6 CREATING A SUPPORT TICKET...7 Understanding Priorities... 12 MAINTAINING YOUR SUPPORT TICKETS... 14 Looking Up Your Support Tickets... 14 Using the Direct Access Function... 17 Editing a Support Ticket... 17 Adding an Attachment to a Support Ticket... 17 Opening an Attachment from Accellos Support... 18 Looking Up Your Assigned Tasks... 18 Communicating With Accellos Support... 21 Responding to a Request for Information... 22 Verifying a Ticket s Solution... 23 Auto-Closing a Ticket... 24 Closing a Support Ticket... 24 LOOKING UP ARTICLES IN THE KNOWLEDGE BASE... 25 ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 1

Using the Direct Access Function... 28 ADVANCED TASKS... 29 Filtering Your Tickets... 29 Creating Saved Filters or Favorites... 31 Deleting a Favorite... 31 Customizing Your User Profile... 32 Changing Your Password... 32 Customizing Your Display Settings... 33 2 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

INTRODUCTION About TicketXpert INTRODUCTION About TicketXpert Welcome to TicketXpert, a web-based support desk system that allows you to enter, track and update your Accellos support requests. With TicketXpert, your tickets follow a predefined workflow that tracks every action taken in connection with a support issue from initial ticket entry to final acceptance of a solution by the end-user. Each step of the way, automatic e- mail notifications are generated to affected users whenever a ticket s status changes or more information is required to investigate an issue. Outstanding tasks in connection with a ticket are shown on the TicketXpert Activities List, making it easy to see at a glance what action is required on your part before a given ticket can be resolved. The following table shows the workflow of a typical ticket in TicketXpert. You Accellos Ticket Status You enter your ticket in New Ticket program New Accellos accepts the ticket If more information is required, Accellos sends you a request Assigned Requesting information You reply with the requested information Request responded to Accellos receives the information and starts working on the ticket Accellos assigns the ticket to the appropriate area In process In Development or in Technical Services ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 3

You Accellos Ticket Status Accellos proposes a solution Resolved You reject the solution You accept the solution Solution rejected Closed About Knowledge Base TicketXpert also includes a fully integrated searchable Knowledge Base that is available to all Accellos customers with a current maintenance contract. The advanced search capabilities of the Knowledge Base make it easy to find standardized solutions to common issues. About this Manual This manual is intended for end-users of TicketXpert (that is, Accellos customers) who need to enter, look up, edit and close support tickets as well as access the Knowledge Base. Additional Documentation The Accellos Helpdesk Internal Support Guide is intended for Accellos employees and business partners who need to receive new tickets, assign tickets to users/groups, resolve tickets or escalate them to Accellos, assign deputies and perform various other administrative functions. TicketXpert Reports TcketXpert includes a full set of reports for your tickets. Implementation of these reports is planned for a future release of the software. 4 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

GETTING STARTED Logging On to TicketXpert GETTING STARTED Logging On to TicketXpert When you log on, TicketXpert launches the Activities list, your default home page in TicketXpert. The Activities list shows tickets that require action on your part; for example, missing information that you must provide before the ticket can be resolved. i NOTE: Items in the Activities list must be addressed by you before Accellos support can resume work on the ticket. 1 Open your browser. 2 Connect to https://helpdesk.accellos.com. Login page 3 Login with the login name and password provided by Accellos support. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 5

List window showing your current activities TicketXpert launches the Activities list, the default home page in Ticket- Xpert. You can return to this page at any time by clicking on Homepage in the bottom left-hand corner of your screen. Homepage button Logging Off TicketXpert 1 Click on File > Logoff. Updating Your Time Zone See Customizing Your Display Settings on page 33. The Tickets List vs. the Activities List There are two lists in TicketXpert for tickets: the Tickets List and the Activities List. The Tickets List shows all your tickets regardless of status and regardless of action. The Activities List, on the other hand, shows only tickets that require an action or task on your part; for example, missing information that you must provide before the ticket can be resolved. Tickets List showing all your tickets regardless of status Activities List showing only tickets requiring an action on your part 6 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

CREATING A SUPPORT TICKET The Tickets List vs. the Activities List CREATING A SUPPORT TICKET You create support tickets by means of the New Ticket wizard. Mandatory fields in the wizard are indicated by an exclamation mark, while unmarked fields are optional. You can hover your cursor over the the icon to display help text on what is mandatory. Fields indicated by a question mark have a help message attached to them. You can hover your cursor over the icon to see the help message. i NOTES: Before creating a support ticket, you should search the Knowledge Base for a solution to your issue. See LOOKING UP ARTICLES IN THE KNOWLEDGE BASE on page 25 for further information. If you are on support hold, you can create a support ticket in the normal manner. However, Accellos will not work on it until your support hold issue is resolved. 1 Click on New Ticket. Create new ticket window 2 If you are prompted to select a schema, click on Accellos Helpdesk 2012. 3 Click on Next. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 7

Welcome window 4 If the primary contact e-mail address for Accellos accounting differs from your own e-mail address, enter your own e-mail address in the CC Address List field to be copied on all ticket-related e-mails. If required, you can create an e-mail group in your e-mail software and enter the e-mail group in this field. For example, you create a group called itsupport@abc.com so that all members in this group are copied on all ticket-related e-mails. If you are adding more than one e-mail address, make sure that you separate the addresses with a semicolon. 5 In the Ticket Initiator Name field, key in your name. 6 Select your Accellos product from the Primary Solution dropdown list. Welcome window showing Ticket Type, Product and Area prompts 7 Select the environment in which you are working from the Environment dropdown list: Production, Test or Demo. 8 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

CREATING A SUPPORT TICKET The Tickets List vs. the Activities List 8 Select your ticket type from the dropdown list of the same name: Technical Support Request, Consulting Services Request or Roadmap Suggestion. 9 If prompted to do so, select your product from the dropdown list of the same name. 10 Select your product area from the Area dropdown list. Then select your function from the dropdown list of the same name. 11 If prompted to do so, select your accounting system and version from the appropriate dropdown lists. 12 If an add-on product is involved, select Yes from the Add-On Involved? dropdown list. Then select your add-on product and version number from the dropdown lists. 13 When you finish entering your welcome information, click on Next to launch the Collect window. Collect window 14 Enter a short meaningful title for your ticket. 15 Enter a detailed description for your ticket. TIP: The more information that you provide about your issue, the easier it will be for Accellos support to resolve it in a timely manner. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 9

16 Enter the exact steps that you followed when you encountered the issue. 17 Select the severity of the ticket from the dropdown list: 5 (System down) 4 (Critical issue no workaround available) 3 (Critical issue workaround available) 2 (Minor system issue) 1 (Inquiry/question) 18 Select the impact of the ticket from the dropdown list: 4 (All users affected) 3 (Key user(s) affected) 2 (A single user affected) 1 (Errors logged) 19 Select the frequency of the ticket from the dropdown list: 5 (Happens all the time) 4 (Happens very frequently) 3 (Happens frequently) 2 (Happens occasionally) 1 (Happened once) Attachments window showing Actions and New file buttons 20 If you wish to add a file or screen capture to your support ticket, click on New file. Then click on Browse, select the file/screen capture that you wish to upload and click on Open. Then click on OK. TIP: Submitting one or more screen shots for each ticket is strongly recommended in all cases. Upload file window 10 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

CREATING A SUPPORT TICKET The Tickets List vs. the Activities List Collect window showing completed ticket 21 When you finish entering your collect information, click on Finish to save your support ticket. TicketXpert will e-mail you a confirmation that the ticket has been received. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 11

New ticket e-mail Understanding Priorities Priorities are system calculated by multiplying the severity value by the impact value by the frequency value to arrive at a value out of 100. The highest possible priority is 100 (very urgent), while the lowest priority is 1 (extremely unimportant). TicketXpert adds 1,000 to this value to ensure correct sorting in your browser. Ticket List showing priority 1012 For example, suppose the severity of a ticket is 4 (Critical issue no workaround available), the impact is 2 (A single user is affected) and the frequency is 4 (Happens very frequently). The priority within TicketXpert will be calculated as follows: 4 * 2* 4 = 32 out of 100 = 032 = 1032 (1,000 added to value to ensure correct sorting in your browser). 12 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

CREATING A SUPPORT TICKET The Tickets List vs. the Activities List i NOTE: Accellos reserves the right to reclassify the priority of a ticket if required. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 13

MAINTAINING YOUR SUPPORT TICKETS Looking Up Your Support Tickets You look up your tickets in the Tickets List. This list shows all your tickets regardless of status: New, Accepted, In process, Closed, etc. Unlike the Activities List, the Tickets List shows all your tickets including those with no actions. The Accellos Helpdesk supports the following statuses: Icon Name Description New Not Accepted Assigned Requesting Information Request Responded to In Process In Development In Technical Services Available for download In QA You have created a ticket in TicketXpert. The ticket has been rejected by Accellos The ticket has been assigned to a team or individual. More information is required from you. You have provided the required information. No further information is required and the issue is being investigated. The ticket has been assigned to development. The ticket has been assigned to technical services or an integration team. A download from Accellos is available for installation. The ticket has been assigned to QA. 14 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

MAINTAINING YOUR SUPPORT TICKETS Looking Up Your Support Tickets Resolved Solution Rejected Closed Accellos has proposed a solution. You have rejected the solution. You or Accellos has closed the ticket. If you sort or filter your tickets, your settings will be saved for the next time that you open the Tickets List. i NOTE: If you cannot find the ticket or tickets that you are looking for, check your extended filter or click on Reset filter to show all tickets regardless of status or other filter conditions. 1 Click on Tickets. Ticket List window showing all tickets 2 You can click in the header of any column to sort by that column. Click once to sort in descending sequence (highest value first) and click again to toggle to ascending sequence (lowest value first). Descending sequence sort Ascending sequence sort 3 You can hover your cursor over the icon to see the ticket s status and other details without actually opening the ticket. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 15

Magnifying glass showing ticket status 4 Click in the Favorites field to display the Favorites dropdown list and select the appropriate filter. Favorites dropdown list showing various predefined filters Favorites created by Accellos are preceded by - -. Favorites created by yourself are NOT preceded by - -. 5 If you wish to clear the filter and show all tickets regardless of status, click on Reset filter. 6 Double click on the ticket whose details you wish to look up. Fields window showing ticket details 16 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

MAINTAINING YOUR SUPPORT TICKETS Editing a Support Ticket 7 When you finish looking up your ticket details, click on Close Window. Using the Direct Access Function If you know your ticket number, you can use the direct access function to open a ticket. The direct access function overrides any filter conditions that you set in the extended filter. Direct access field showing search for ticket 1234 1 In the Direct access field, key in the prefix AHD followed by your ticket number and click on Open. For example, to retrieve ticket 1234, you would type in AHD1234. Editing a Support Ticket 1 Click on Tickets. 2 Double click on the ticket that you wish to edit. 3 Click on Fields. 4 Click on Edit. 5 If the Wizard view option is selected, click on the appropriate tab: Welcome or Collect. 6 Proceed to make your changes. 7 When you finish making your changes, click on Save. 8 Click on Close window. Adding an Attachment to a Support Ticket 1 Click on Tickets. 2 Double click on the ticket requiring the attachment. 3 Click on File attachments. 4 Click on New file. 5 Click on Browse. 6 Select the file that you wish to upload and click on Open. 7 Click OK. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 17

8 Click on Close window. Opening an Attachment from Accellos Support If Accellos support has attached a file to your ticket, you can open and download the file within TicketXpert. 1 Click on Tickets. 2 Double click on the ticket whose attachment you wish to open. 3 Click on File attachments. 4 Double click on the attachment that you wish to open. Prompt to open or save attachment 5 Click on the appropriate option: Open, Save, Save as or Save and open. 6 Do one of the following: If you selected Save as in the previous step: a. Key in a name for your file and click on Save. If you selected Save in the previous step: a. Select the appropriate option: Open, Open with, Open folder or View downloads. Looking Up Your Assigned Tasks You look up your assigned tasks or activities on the Activities List. An activity is any task or action assigned to you in connection with a ticket. Only tickets requiring an action or task on your part appear in this list. When you open a ticket on the Activities List, the required task or action is shown in the Workflow actions tab. The Escalated column of the Activities List shows you how late you are in responding to a task. For example, Support has sent you a request for information and you have not responded. After a certain number of hours, a reminder e-mail will be sent to you and the Escalated column will show the Partially escalated icon. If you still do not respond within a certain number of hours, a second reminder e-mail will be sent to you and the Escalated column will now show the Completely escalated icon. There are three possible escalation statuses for a task: 18 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

MAINTAINING YOUR SUPPORT TICKETS Looking Up Your Assigned Tasks Not escalated yet Partially escalated Completely escalated The reminder cycle has not started. One reminder cycle has passed without a response from you. Two reminder cycles have passed without a response from you. 1 Click on Activities. Activities window showing current tasks for logged on user 2 If required, click on Refresh to see any new activities added since the last time that you opened the Activities List. 3 You can click in the header of any column to sort by that column. Click once to sort in descending sequence (highest value first) and click again to toggle to ascending sequence (lowest value first). Descending sequence sort Ascending sequence sort 4 Double click on the ticket whose activity you wish to look up. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 19

Actions window showing message stating that additional information is required 5 Click on Overview. Then scroll down to the History section of the window to find a complete history of all activity on the ticket including activity performed by Accellos support as well as activity performed by you. The History section in Overview shows information on initial ticket entry such as the product, area and function, information requested by Accellos, information provided by you, changes in status, notes to support and notes to you, proposed solutions and whether or not you accepted the proposed solution. Each event or activity is time-stamped with the name and e-mail address or TicketXpert login of the user. History section of Overview window showing information required event 6 If you want to print the information on your screen, click on File > Print > Overview. When the Preview window in Windows Internet Explorer dis- 20 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

MAINTAINING YOUR SUPPORT TICKETS Communicating With Accellos Support plays, click on File > Print and select your printer. Then click on File > Close to close the Preview window. 7 When you finish looking up your activity, click on File > Close to return to the Activities list. Activities window showing tickets with status of Not escalated yet and Partially escalated Communicating With Accellos Support You use the Note to Support command when you need to communicate with Accellos support in any matter related to a ticket. The note is added to the ticket as a comment and an e-mail message is automatically sent to the ticket s assigned owner. i NOTE: It is important to use the Note to Support function within TicketXpert rather than e-mail or telephone calls when communicating with Accellos Support. With Note to Support, all correspondence on a given issue is kept together for easy reference within the ticket. With e-mail or telephone calls, on the other hand, the message is potentially lost when ticket ownership is transferred to another Accellos representative. 1 Click on Activities or Tickets. 2 Double click on the ticket to which you wish to add a note. 3 If required, click on the Actions tab. 4 Click on the Note to Support tab and key in your note text. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 21

Note to Support tab window 5 Click on Add to add your note. 6 Click on Close window to return to the Activities window. Responding to a Request for Information If Accellos support needs further information in order to resolve the issue, the ticket s status will be set to Requesting information. You must supply the missing information before support can resume work on the issue. 1 Click on Activities. 2 Double click on the ticket that you wish to open to launch the Actions tab. Workflow Actions tab 3 Click on Overview and review the comments in History to find out what information is needed. Then click on the Actions tab to return to Workflow Actions. 4 Key in the requested information and click Ok. 5 Click on Close window. 22 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

MAINTAINING YOUR SUPPORT TICKETS Verifying a Ticket s Solution Verifying a Ticket s Solution If Accellos support has provided a solution to a ticket, you will be prompted to accept or reject the proposed solution. If you accept the ticket s solution, the ticket will be automatically closed. If you reject the ticket s solution, the ticket will remain open and its status set to Solution rejected. A solution may consist of either a free-text entry from Accellos support or a previously created Knowledge Base article. 1 Double click on the resolved ticket whose solution you wish to look up. 2 Click on Solution. Solution window 3 Click on the Actions tab. Verify Solution window 4 Click on the appropriate radio button Accept Solution or Reject Solution and click Ok. 5 When you finish accepting or rejecting a ticket s solution, click on Close window. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 23

Auto-Closing a Ticket If Accellos support provides a solution to a ticket and you do not respond in any way that is, you fail to accept or reject the solution TicketXpert will generate two e-mail reminders and then close the ticket after 10 business days without a response. Closing a Support Ticket You close a ticket in one out of two situations: the issue has been satifactorily resolved by Accellos or you wish to cancel the ticket for any reason without a solution from Accells. If the ticket has an action assigned to it, you can close it in the Activities List. If the ticket has no action assigned to it, you must close it in the Tickets List. 1 Do one of the following: If you are working in the Activities List: a. Double click on the ticket that you wish to close. If you are working in the Tickets List: a Double click on the ticket that you wish to close. b. Click on the Actions tab. 2 Click on the Close Ticket tab. Close Ticket window 3 Enter a comment for the ticket. 4 Click on Close. 24 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

LOOKING UP ARTICLES IN THE KNOWLEDGE BASE Closing a Support Ticket LOOKING UP ARTICLES IN THE KNOWLEDGE BASE The fully integrated searchable Knowledge Base in TicketXpert makes it easy to find standardized solutions to common issues. You can search by a word or phrase (all of these words, any of these word or exact match) various Knowledge Base fields the status of a Knowledge Base article the category to which it has been assigned (Accellos One 3PL, Accellos One Warehouse, Accellos One Transport, etc.) You launch Knowledge Base by clicking on the Knowledge Mgmt button at the bottom of your screen. Knowledge Mgmt button Field Descriptions (Search tab) Search for Mode The word or phrase that you wish to search for. All of these words Any of these words This exact phrase Your search mode. Fields All Identify (the Knowledge Base number) Title Keyword Description Content File attachment The fields in the article that you wish to search. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 25

Status All Published You can search in all documents (published or unpublished) or published documents only. Categories Search in subcategories Include internal articles You can do a multi-category search in this field. If your search is limited to a single category, you should use the Category tab instead. This checkbox should always be selected. Reserved for future use. 1 Click on Knowledge Mgmt at the bottom of the TicketXpert window. Knowledge Management window showing all articles 2 If required, click on Refresh to see any new Knowledge Base articles added since the last time that you launched Knowledge Base. 3 Enter your search term in the Search for field. 4 Select your mode, fields and status. 5 Do one of the following: 26 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

LOOKING UP ARTICLES IN THE KNOWLEDGE BASE Closing a Support Ticket If your search is limited to a single category: a. Click on the Category tab. b. Double click on the category that you wish to search. If you wish to search in multiple categories: a. In the Category field, click on Browse. Knowledge Base showing search restricted to Accellos One 3PL articles 6 If you selected a multi-category search in the previous step, double click on the appropriate categories to move them from the All Categories column to the Selected Articles column. 7 Make sure that the Search in subcategories checkbox is selected. 8 Click on Search. 9 When TicketXpert retrieves the articles that satisfy your search criteria, double click on the Knowledge Base article that you wish to open. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 27

Details window showing Knowledge Base article 10 When you finish looking your Knowledge Base article, click on File > Close to exit. Using the Direct Access Function If you know the Knowledge Base number of an article, you can use the direct access function to open an article. Direct access field showing search for Knowledge Base article 1234 1 In the Direct access field, key in the prefix KB- followed by your Knowledge Base number and click on Open. For example, to retrieve Knowledge Base article 1234, you would key in KB-1234. 28 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

ADVANCED TASKS Filtering Your Tickets ADVANCED TASKS Filtering Your Tickets You can filter your tickets in the Tickets List by status, search text, date range and ticket ID range. i NOTE: Not all statuses and fields in the extended filter have been implemented in the Accellos Helpdesk. 1 Click on Tickets. 2 Click on Extended Filter. Extended filter window showing available statuses 3 If you wish to filter by status, double click on the available statuses to move them to the selected statuses list. 4 If you wish to filter by search text, click on the Search Text tab. Then key in your search text. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 29

Extended filter window showing search text option 5 If you wish to filter by date range, click on the Date tab. Then select the appropriate date range option. Extended filter window showing date range options 6 If you wish to filter by ticket ID range, click on the Ticket ID range tab. Then double click on AHD to move it to the selected ranges list. 30 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

ADVANCED TASKS Filtering Your Tickets Extended filter window showing AHD1 as selected range 7 When you finish selecting your filters, click OK to run. If you wish to clear your filter conditions, click on Reset Filter to show all tickets. 8 Click on Refresh to refresh the Ticket List. Creating Saved Filters or Favorites You can save a filter as a favorite for later reuse. Saved filters appear first in the Favorites dropdown list followed by predefined favorites created by Accellos. Predefined favorites are preceded by two dashes - - and cannot be modified or deleted. 1 Filter your tickets in the normal manner using the Extended Filter command. See Filtering Your Tickets on page 29. 2 After running your filter by clicking OK, click on Save filter in favorites. Add to favorites window 3 Key in a title for your favorite and click OK. Deleting a Favorite If the favorite is not a predefined favorite created by Accellos, you can delete it. 1 Select the favorite that you wish to delete and click on Delete favorite. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 31

2 When prompted to confirm the deletion of your favorite, click OK. Customizing Your User Profile The User Profile window allows you to set up or change your secondary contact e-mail address(es). All other fields in this window should not be altered. 1 Click on Tools > Options. User Profile window showing Secondary contact(s) e-mail field 2 Proceed to add or change your secondary contact e-mail address(es). Make sure that you separate multiple e-mail addresses by a semi-colon. 3 When you finish making your changes, click on Save to save them or click on Close to exit without saving. 4 If you clicked on Save in the previous step, click on File > Close to exit User Profile. Changing Your Password It is recommended that you change the initial password received from Accellos support. 1 In the Password field, click on Change. 32 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

ADVANCED TASKS Customizing Your Display Settings Change password window 2 Key in your old password. 3 Key in your new password. 4 Key in your new password again to confirm it. 5 Click Ok to save your new password or click on Cancel to exit without saving. Customizing Your Display Settings The Settings window allows you to set up or change the following display settings for your ticket list and list of activities: the maximum number of records per page the refresh interval your time zone 1 Click on Tools > Options. 2 Click on Settings. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 33

Settings window for ticket list and list of activities Settings I am the ticket owner One of my groups is the ticket owner One of my teams is the ticket owner I am the affected user of the tickets I am contained in the list of additional affected users or am a member of a group listed here I am the creator of the tickets This checkbox must always be selected. Reserved for future use. Do not change! Reserved for future use. Do not change! This checkbox must always be selected. Reserved for future use. Do not change! Reserved for future use. Do not change! 34 2.0 ACCELLOS HELPDESK CUSTOMER GUIDE

ADVANCED TASKS Customizing Your Display Settings I am the responsible of the tickets Ticket list Reserved for future use. Do not change! All Only container (Reserved for future use) Only container tickets (Reserved for future use) This field should be set to the default value All. Records per page Refresh interval - List of activities Refresh interval - Ticket list Time zone The maximum number of records per page for your Tickets List and List of Activities. The refresh interval in minutes for your list of activities. The refresh interval in minutes for your ticket list. Your time zone. 3 Proceed to make the necessary changes to your display settings. 4 When you finish making your changes, click on Save to save them or click on Close to exit without saving. 5 If you clicked on Save in the previous step, click on File > Close to exit Settings. ACCELLOS HELPDESK CUSTOMER GUIDE 2.0 35