AyMINE – Technical documentation
User Modules
Task, project & quality management
Manager approval with the task report
Why some data can't be deleted
Adminitration of areas, projects, calendars
Region / project / methodology
Change management process in a project
GDPR and record of qualifications
Qualification of user or contact
Right to Manage Qualifications
Methodology and Quality Management systems
What a methodology / QMS consists of
Customer Service Response Generation
Objects affected by the problem
Return project plan by baseline
Sample tasks and methodologies of the area
Effect of the task on the right to modify the attached object
The person responsible for the task
Working procedure – task definition
Objects related to the task pattern
Contacts and directories module (CRM)
orderSVG Order overview for customer groups
Web management and automation
Receiving a message from the web
Human resources
Human Resources module security
Manage department / division data
Synchronizing staff and system users
Products, assets and sales
Received order for goods or services
Finance management
Metrics and Measurements
Technical Modules
Sabre plugin module
Enterprise Architect connector
Database link to Enterprise Architect database
System Modules
The AyMINE Framework Module
Configure how your system looks and works
Gestures and Keyboard Shortcuts
More about how the system works
Private notes and tags for objects
Filtering in the list of records
System Management
Securing posts and internal discussions
Additional functions with files
Copying and moving files between objects
Files (documents) linked to the object
Formatted texts in the application
Gateway settings for external messages
IMP gateway settings for email communication
Internet Call Gateway Settings
Customer Service Response Generation
AyMINE supports the generation of an email response within the helpdesk ticket (issue) solution.
- How to send messages to a helpdesk ticket
- Edit the template for the helpdesk message to the client
- Key Shortcuts
Helpdesk tickets are managed within Customer Service Support. Problem reports can be received directly from the form from the web, transferred from the e-shop or brought in by the trader. Emails are mostly further communicated and AyMINE supports their generation.
How to send messages to a helpdesk ticket
For each helpdesk ticket, the communication about its solution is kept on the communication tab.
The system creates a new email where the addressee is the one who reported the problem. If the client changes where the problem is solved, modify the person in charge in the ticket (issue).
If the template for the new message is prepared, the email will be automatically pre-filled.
Edit the template for the helpdesk message to the client
The message template can be defined separately for each helpdesk area. However, if the area does not have its own template, any template will be used. Templates are defined as other templates for email messages – more about them here. Only templates of the Auto Pattern type are used to automatically prepare the email.
Key Shortcuts
The template is automatically filled in. Always use the key field with @ before the word to complete the field from the problem / ticket.
Key Shortcuts about the problem
- _@reportedBy – Who reported the problem
- @problemName – Name under which the problem is registered
- @shortDesc – Brief description or name (if the brief description is not filled in)
- @problemDesc – Complete description of the problem
- @mark – Mark under which the problem is solved
- @company – Name of the organization / company that reported the problem (applies mainly to 8D reports, not to the regular helpdesk)
- @created – When it was reported
- @status – When it was closed
- @status – Current processing status
Key abbreviations about the worker who reported the problem
- _@salutation – Salutation (either stored in CRM or derived from name and language)
- @firstName – First name
- @name_ – Last name
- @titleAfter – Title after name
- @titleBefore – Title before name
- @subjectMark – The tag (only if you register tags with people in CRM)
Example of the message template:
Sample of the pattern in html. You can of course use the wysiwyg editor for editing.
<p>@salutation,</p>
<p>we are responding to your request @mark from @created</p>
<blockmark>
<p>@shortDesc<br>
</blockquote>
<div>Processing status: @status</div>
<div quote><br>
</div>
<div>We see the situation as follows:</div>