Ticket system – Setup & Technical guide

This guideline describes how to setup the Ticket system in WorkBook. This is a more technical oriented guide and is not a guide on how to use the Ticket system.
The Ticket system essentially allows you to create and assign tickets to other users and is much like working with tasks, although a ticket task has more properties that can be set.

Follow these steps to setup
1) System variable 811 must be set for new customers, if the customer wants to be able to receive emails about new comments in conversations.
Define Silverlight version 8 URL (used for external conversation page) 

2) Make sure WorkBook is reachable from the Internet, otherwise third parties cannot respond.

3) Type in the desired support email to which support ticket email can reply.
This is located under system variable 289, just search for “289” and type your email in the field.

Optionally you can change the default email from name “workbook agent” under system variable 290.

Make sure all SMTP settings are correct in WorkBook.
Go to system variables and search for SMTP.
Customers hosted by WorkBook can contact support@workbook.net for help setting up SMTP. WorkBook provides a free service that can be used. If this is the case, do not alter any SMTP settings.
System variables 643, 644, 646 are also important. It’s recommended that the username and password belong to the same email address inserted into system variable 289!

Setup the first fundamental ticket settings in the Ticket category menu option.

Ticket type = Specify all the different types of tickets you work on and sort them by color codes and default priority.

Ticket status = Specify the different variations of ticket status needed
Clicking the green icon marked on the picture below will create a new status, and then simply rename it.

Ticket service line = Specify overall ticket service lines if needed.
Note: If tickets are only used for one thing, e.g. support, no service line specification is required.

Ticket category = Specify different ticket categories.

Now we move on to the next part.

Go to System variables and search for “ticket”

792 = Do NOT alter value in system variable 792, or make sure it is marked as checked [√]
809 = set check mark [√]
812 = in value column type desired pseudonym name. Default = “Customer Supporter”
815 = set default ticket status after author has replied. Default = “4 – Awaiting reply”
816 = set default ticket status after person responsible has replied. Default = “5 – Awaiting author reply”
817 = set default ticket status on new tickets with no person responsible. Default = “3 – Unassigned”
818 = set default ticket status when closed. Default = “6 – Closed”

827 = set default ticket status on new tickets with a person responsible. Default = “2 – Assigned”
830 = set default status for reopened tickets. Default = “1 – In progress”
831 = when a ticket is closed, which user should be unsubscribed. Default = “1 – None”
832 = by default, leave this variable unchecked.
858 = automatically add to to-do list. Default value is = checked [√] 867 = define external ticket title. Default value is = “company name” support ticket system
870 = set check mark

Now we need to make sure all users of the ticket system have the correct access roles setup.
Locate “User access rights” here:
Then select the overall access roles you want to setup, e.g. “advanced user”

Or you can select a specific user under that access role here:

Then locate this access role for your selection to make sure access to the ticket list is set to “full access”

Finally locate and give full access to support ticket list under scheduling:

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