Introduction
¶
This chapter introduces Qisutu, its use cases, and the available user areas.
About Qisutu
Overview
Typical workflow
Notes
What’s new in Qisutu 2.0.2
Feature overview
Overview
Typical workflow
Notes
Roles and areas
Overview
Typical workflow
Notes
Qisutu
Manual 2.0.2
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Introduction
About Qisutu
Overview
Typical workflow
Notes
What’s new in Qisutu 2.0.2
Feature overview
Overview
Typical workflow
Notes
Roles and areas
Overview
Typical workflow
Notes
Installation and updates
Requirements
Supported systems
Pre-installation checks
Required software
Downloading the archive and preparing the system
Downloading and extracting the archive
Preparing the system user
Starting the installation script
Installing on a completely unprepared server
Troubleshooting
Web installer
Step 1: Welcome and system check
Step 2: License terms
Step 3: Configure the database
Step 4: System settings
Step 5: Email settings
Step 6: Completion
Multiple instances
Example layout
Installing another instance
Separating instances
Operational notes
Updating Qisutu
Preparation and backup
Prepare the new application package
Starting the update
Update process
Post-update checks
Failed update
Upgrading to 2.0.2
Preparing OAuth2
Embedding public web forms
Automatic process startup and multiple attachments
File permissions, services, and logs
Basics
Signing in
Resetting a password
Requesting a reset link
Opening the email
Setting a new password
Invalid link
Two-factor authentication
Starting setup
QR code and authenticator code
Recovery codes
Active two-factor authentication
Signing in with a second factor
Administrative reset
Dashboard
Navigation
Agent area
Administration area
Presence and direct collaboration
Personal preferences
Other areas
Agent guide
Ticket list
Overview
Typical workflow
Notes
Creating a ticket
Overview
Typical workflow
Notes
Insert FAQ text and attachments
Ticket details
Overview
Typical workflow
Notes
Presence and direct collaboration
Internal chat and ticket collaboration
Open a chat and send a message
Contact colleagues viewing the ticket
Hand over a ticket
Delete a conversation
Quick functional check
Articles and communication
Overview
Typical workflow
Notes
Insert FAQ text and attachments
Salutations and signatures in the editor
Ticket properties and actions
Overview
Typical workflow
Notes
Searching, filtering, and bulk actions
Overview
Typical workflow
Notes
Ticket checklists
Overview
Typical workflow
Notes
Time tracking
Overview
Typical workflow
Notes
Ticket links
Overview
Typical workflow
Notes
Splitting and merging tickets
Overview
Typical workflow
Notes
CMDB on a ticket
Overview
Typical workflow
Notes
View assigned services
Knowledge base
Overview
Typical workflow
Notes
Insert FAQ text and attachments
Manage FAQ attachments and insert them into tickets
Maintain files on an FAQ article
Use an FAQ in a ticket message
Visibility and size checks
Small-screen operation
Quick functional check
Customers and organizations
Overview
Typical workflow
Notes
CMDB for agents
Reports
Overview
Typical workflow
Notes
Automatic delivery and group sharing
Send reports automatically by email
Prepare the report and reporting period
Choose recipients and file formats
Save and check delivery
Example: weekly report
Errors and disabling delivery
Customer guide
Customer registration
Overview
Typical workflow
Notes
Creating a ticket
Overview
Typical workflow
Notes
Submit multiple files
My tickets
Overview
Typical workflow
Notes
Ticket details and replies
Overview
Typical workflow
Notes
Knowledge base
Overview
Typical workflow
Notes
Download knowledge article attachments
Personal preferences
Overview
Typical workflow
Notes
Administration
System and user management
System settings
Overview
Typical workflow
Notes
Configure the email retrieval interval
Company name and logo in system emails
Standard tickets alongside customer forms
Agents
Overview
Typical workflow
Notes
Reactivate inactive agents
Customers
Overview
Typical workflow
Notes
Customer users
Overview
Typical workflow
Notes
Groups
Overview
Typical workflow
Notes
Program configurations
Overview
Typical workflow
Notes
LDAP and Active Directory
Overview
Typical workflow
Notes
Ticket configuration
Queues
Overview
Typical workflow
Notes
Dynamic fields
Overview
Typical workflow
Notes
Services
Overview
Typical workflow
Notes
View assigned services
Link services to configuration items
Create an assignment
Example and removal
Distinction from tickets, customers and ITSM
Service Level Agreements
Overview
Typical workflow
Notes
Unambiguous customer service/SLA assignment
Customer services
Overview
Typical workflow
Notes
Unambiguous customer service/SLA assignment
Calendars
Overview
Typical workflow
Notes
Ticket statuses
Overview
Typical workflow
Notes
Salutations
Overview
Typical workflow
Notes
Salutations and signatures in the editor
Signatures
Overview
Typical workflow
Notes
Salutations and signatures in the editor
System email addresses
Overview
Typical workflow
Notes
Response templates
Overview
Typical workflow
Notes
Checklists
Overview
Typical workflow
Notes
Ticket forms
Overview
Typical workflow
Notes
Standard tickets alongside customer forms
Automatic process startup and multiple attachments
Start processes after a form submission
Prerequisites and selection
What happens if the process fails
Form attachments and standard tickets
Email and communication
Email retrieval
Configure the email retrieval interval
Unambiguous customer service/SLA assignment
Service and SLA assignment for incoming email
Configure automatic assignment
Multiple services and existing tickets
Example
SMTP delivery
Overview
Typical workflow
Notes
Postmaster filters
Overview
Typical workflow
Notes
Unambiguous customer service/SLA assignment
Agent notifications
Overview
Typical workflow
Notes
Automatic customer replies
Overview
Typical workflow
Notes
Company name and logo in system emails
Email encryption
Overview
Typical workflow
Notes
Communication log
Overview
Typical workflow
Notes
Automation
Triggers
Overview
Typical workflow
Notes
Scheduled rules
Overview
Typical workflow
Notes
Automation jobs
Overview
Typical workflow
Notes
CMDB administration
Configuration Items
Overview
Typical workflow
Notes
View assigned services
CMDB structure
Overview
Typical workflow
Notes
CMDB CSV imports
Overview
Typical workflow
Notes
Data imports and time tracking
CSV imports for master data
Overview
Typical workflow
Notes
Activity types
Overview
Typical workflow
Notes
Time-accounting report
Overview
Typical workflow
Notes
Interfaces and extensions
REST API
Overview
Typical workflow
Notes
Add-ons
Overview
Typical workflow
Notes
Operation and maintenance
Qisutu daemon
Overview
Typical workflow
Notes
Additional daemon tasks in 2.0.2
Manual email retrieval
Overview
Typical workflow
Notes
Configure the email retrieval interval
Escalation check
Overview
Typical workflow
Notes
Rebuilding the search index
Overview
Typical workflow
Notes
Running a CMDB import
Overview
Typical workflow
Notes
Logs
Overview
Typical workflow
Notes
Security features
Overview
Typical workflow
Notes
Reference
Function directory
Sign-in and general programs
Ticket and customer areas
Reports
Administration
Personal preferences and downloads
Other functions without their own program description
Additional program routes in 2.0.2
REST API routes
Core routes
Permission scopes
Public forms
Overview
Typical workflow
Notes
Directory structure
Overview
Typical workflow
Notes
License and third-party components
Overview
Typical workflow
Notes