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| =Ticket System User Guide for Customers=
| | #REDIRECT [[TicketSystemCustomerGuide]] |
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| ===Indroduction===
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| Customer with valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS).
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| The ticket system provides additional features for communication between you and Open-xchange, but it is not
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| meant as a full substitution of email conversation. Hence you have still to start new incident requests via email
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| by adding the license key. This user guide gives an overview about the usage and benefits using this interface.
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| ===Preliminary===
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| First you have to know the login name of your Open-Xchange LDB account where you registered the support license key you are
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| using for your requests. If you do not own or activate a valid support key (not maintenance), you don't have access rights
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| to the ticket system. If in doubt, please check via our license portal for a valid license key with '-SaaS-' or '-SUP-'
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| pattern:
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| Open-Xchange License Portal URL: https://ldb.open-xchange.com
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| Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your
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| ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also
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| disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong
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| or improper email address in your LDB settings, please contact the Open-Xchange support so we can use the address of your choice
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| for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours
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| automatically.
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| ===How to get Access?===
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| The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link,
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| further steps are described within an email, you will get to the address explain inside the preliminary section:
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| Ticket System Customer URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset
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| ===Ticket System Overview===
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| After login you will enter the overview page 'My Tickets', this view is sadly misleading because it will list only invalid tickets.
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| [[File:SupportTicketSystemCustomerGuide-OverviewDefault.png]] | |
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| Important: You have to switch to 'Tickets' --> 'Company tickets' to get the list for valid tickets.
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| [[File:SupportTicketSystemCustomerGuide-OverviewCompany.png]]
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| ====Overview Top Bar====
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| Tickets
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| My Tickets --> Default view with invalid only tickets
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| Company tickets --> Relevant company view with valid tickets
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| Search --> Ticket Search
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| Preferences --> Password change, language settings, PGP keys, etc ..
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| ===Usage===
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| You will get a direct link to the ticket within the an auto reply after your initial reporting email, hence it should be very easy to
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| find the tickets you are looking for.
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| [[File:SupportTicketSystemCustomerGuide-AutoReplyEmailExample.png]]
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| Once you open the ticket detail view, you will get an overview of important details about ticket number, current state and priority
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| within a small box at upper right of the window. Also you will find a reply button at the bottom left on the page:
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| [[File:SupportTicketSystemCustomerGuide-TicketDetailView.png]]
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| By clicking on 'Reply' you are able to give us additional details, add attachments up to 1GB size or close the ticket by your self.
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| [[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]
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| ===Privacy Data Policy===
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| According to German law, companies are forced to handle any (log) files from customers which contain data
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| related to a third person or has any privacy protection in special way. Even so they have to be deleted
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| once they aren't used any more. To fulfill this requirement, customers and support agents have to keep the
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| readable ticket communication, in form of email/article body, subject or attachment names, free from any
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| privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even
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| credentials to system accounts. This privacy data only has to be hand over in form of attachments which was
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| common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment
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| in encrypted emails or provided by projected download links.
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| Access to privacy data is mandatory up to three months after a ticket goes into 'closed' state.
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| The closed state represents from Open-Xchange point of view that an issue has been solved without
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| customer verification, the customer has the right to reopen tickets in this period. Hence there
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| is a strong need for keeping integrity of ticket data hand over by the customer until it is ensured
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| not escalation or even contract penalties take place.
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| Open-Xchange introduces a weekly ticket system deletion process, the deletion work on ticket attachments and on
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| raw email files which are affected by attachments. The automatic deletion of privacy data takes place weekly at
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| Sunday and affects tickets which are since 90 days in a 'closed' state. This deletion process checks and handles
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| the hole ticket stock, regardless on queues or if they are proceeded before.
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