Feature overview

The feature set comprises the registered programs, page modules, system classes, templates, and installation and operation programs in the archive.

Overview

This page describes the use and main effects of the Feature overview. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. Ticket lists, ticket creation, ticket details, and ticket communication. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  2. Management of customers, contacts, agents, groups, and permissions. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  3. Queues, statuses, priorities, services, SLAs, and calendars. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  4. Email retrieval, SMTP delivery, postmaster filters, and email encryption. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  5. Dynamic fields, checklists, response templates, and ticket forms. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  6. Time tracking, knowledge base, CMDB, imports, and reports. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  7. Triggers, scheduled rules, and auditable automation jobs. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  8. LDAP, OAuth2, two-factor authentication, REST API, and add-ons. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.