WP Ticket
Enterprise Edition Documentation

Agents are company employees who address the issues submitted to the customer\'s satisfaction. Managers are agents who supervise other agents. Managers have access to all tickets. Agents access to tickets which are assigned to them by managers. If your organization need all agents to access to all tickets, assign all your support team members to manager user role.

A department is a type of organization unit where a group of support agents belong to. Support agents may belong to multiple departments. Support tickets are first assigned to departments then, depending on the expertise level or some other criteria, can be assigned to one or more support agents.

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement. Customers can create one to many tickets. Tickets are uniquely identified by ticket id. Some tickets may be related to each other. This relationship could be one of parent, child, or duplicate. By relating your tickets, you can show your customers how his or her tickets are connected to each other hence enhance request resolution communication.

To-do Lists are tasks to be completed related to tickets and visible to agents and managers only. You can create multiple to-do-lists for each ticket and each ticket can share one to many to-do-lists.

To create ticket records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the ticket status changes to "Published" or "Pending Review". Users must have "publish" right to publish tickets. Users who do not have "publish" right can still create tickets; however, these tickets must be reviewed and approved by a user with ticket "publish" right. Check Roles and Responsibilities section of this document to see which access groups have ticket "publish" right.

Alternatively, you can create ticket records using the ticket entry form in the frontend by filling out the required fields.

Ticket Attachments file can be linked to Tickets using the admin backend or using the "ticket" entry form in the frontend when creating a new ticket. You can upload unlimited number of Attachments.

After the ticket is created. Only the users who has "publish" right can upload Attachments using the ticket edit screen.

Tickets can be modified by clicking on the "Edit" link under the ticket title in the ticket list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search tickets they have access to. Users who have access to tickets can search using the filter system in the ticket admin areaor search forms in the frontend You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

Administrators and users who have access to advanced Ticket search page on the frontend can also utilize "Search operators" to drill down the result set without any limitations on access.

To schedule Tickets for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Tickets. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the ticket to publish at the desired time and date.
7. After the submission is completed, the ticket status changes to "Published".

To create a password protected ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that ticket in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the ticket is already published.)
9. After the submission is completed, the ticket status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your ticket or modify visibility setting by clicking the "Visibility: Edit" link again.

When ticket content is password protected, ticket title displays the text "Protected: " before the ticket Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple tickets have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different tickets with two different password, you must re-enter the ticket password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Tickets can be privately published to remove them from ticket lists and feeds.

To create a private ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the ticket status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the ticket can change visibility setting by clicking the "Visibility: Edit" link again.

To preview ticket content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the ticket status stays at "Draft".

Once the ticket is published the user who created the ticket is assigned as the ticket author. Ticket authors can view and edit the ticket. One can change the ticket author from the author box. The author box drop down is limited to the users who have ticket "publish" right.

Responses allow having a discussion related to the ticket. Responses are automatically enabled when the ticket is created.

When you enable Responses on a record, a comment form is displayed under "Responses" section. Using the comment form here users can submit their comments.

Once a Response is submitted, approve, modify, reply or delete actions can be performed either in the WP Ticket dashboard or in the ticket edit page. Once Response is approved, the comment appears under "Responses" section of the ticket page right above the comment form.

One can enable or disable Responses in the admin area in two ways.

• Navigate to the editing screen for the ticket, find the “Discussion” box and check or uncheck “Allow Comments.” If you do not see the “Discussion” box on the edit ticket page, click “Screen Options” in the upper right corner of the browser window. Make sure the box next to “Discussion” is checked. Save your changes by clicking “Publish”, “Save Draft” or “Update."
• Alternatively, navigate to the ticket list screen, find the one you want and hover your cursor over the title of the ticket. You will see several links appear underneath the title. Click "Quick Edit" and check “Allow Comments.” Click “Update” to turn comments on for that ticket.

You can create connections between Agents and Tickets by clicking on "Create Connection" link in the "Assignee" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your ticket. You can create at most one connection.

You can create connections between Tickets and Agents by clicking on "Create Connection" link in the "Contributors" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your ticket. You can create as many connections as you need.

You can create connections between Departments and Tickets by clicking on "Create Connection" link in the "Department" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your ticket. You can create at most one connection.

You can create connections between Tickets and Tickets by clicking on "Create Connection" link in the "Related Tickets" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, set the values to: Relation Type(dropdown). Take a look at the glossary section for dropdown values available. Now, you can update or publish your ticket. You can create as many connections as you need.

You can create connections between Tickets and To-do Lists by clicking on "Create Connection" link in the "To-do List" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your ticket. You can create as many connections as you need.

WP Ticket Enterprise supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about tickets.

To create a custom fields for your tickets

1. Edit any ticket or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each ticket. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create ticket custom fields, they are displayed in the frontend. The custom fields are available to be for your forms too. You can enable or disable them in the form layouts from WP TIcket Ent menu > Settings page > Forms tab . By default all custom fields are disabled.

Channel can be set by clicking on the desired option in "Channels" box and updating/saving the ticket. Setting a value for Channel is optional. Channel is also organized hierarchically. Channels can have multiple descendants and a single parent so that you may set up a hierarchy within the Channel structure

WP Ticket comes with a preset Channels defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Channels.

Priority can be set by clicking on the desired option in "Priorities" box and updating/saving the ticket. Setting a value for Priority is optional. Priority is also not organized hierarchically meaning there's no relationship from one Priority value to another.

WP Ticket comes with a preset Priorities defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Priorities.

Product can be set by typing the desired option in the empty text field and clicking "Add" button in "Products" box and updating/saving the ticket. Setting a value for Product is optional. Product is also not organized hierarchically meaning there's no relationship from one Product value to another.

Products do not have preset values.

Sla can be set by clicking on the desired option in "Slas" box and updating/saving the ticket. Setting a value for Sla is optional. Sla is also not organized hierarchically meaning there's no relationship from one Sla value to another.

WP Ticket comes with a preset Slas defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Slas.

Status can be set by clicking on the desired option in "Statuses" box and updating/saving the ticket. Setting a value for Status is optional. Status is also not organized hierarchically meaning there's no relationship from one Status value to another.

WP Ticket comes with a preset Statuses defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Statuses.

Ticket Tag can be set by typing the desired option in the empty text field and clicking "Add" button in "Ticket Tags" box and updating/saving the ticket. Setting a value for Ticket Tag is optional. Ticket Tag is also not organized hierarchically meaning there's no relationship from one Ticket Tag value to another.

Ticket Tags do not have preset values.

Topic can be set by clicking on the desired option in "Topics" box and updating/saving the ticket. Setting a value for Topic is optional. Topic is also not organized hierarchically meaning there's no relationship from one Topic value to another.

WP Ticket comes with a preset Topics defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Topics.

Displaying Ticket archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Ticket, you can select the link from Ticket metabox and add it to your menu. If you don't see Ticket metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Ticket archives:

1. Goto Appearance in the admin menu and click on Menus link
2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
3. Under Links menu navigation item, type in /tickets to the URL field
4. Type in Tickets or another label describing the custom link URL in the Link Text field
5. Click “Add to menu” button to add the item to the menu
6. Pick “primary location” under “Menu Settings” below the menu
7. Save your menu
8. Go to the frontend and click on the link you created to access Tickets. Ticket archive page content is only displayed to the authorized users who have access permissions.

Tickets can be created through emails by integrated WPAS incoming email extension. No purchase necessary . WPAS incoming mail extension allows to poll IMAP or POP3 servers, with or without SSL/TLS to receive emails. Polling frequency can be set to allow processing emails in specified intervals.

Using WPAS incoming email extension. You can define specific message processing rules per Ticket:

• Deleting emails after creating Tickets
• Setting maximum number of emails to post: a handy feature exp; if you want to accept specific number of Tickets.
• Protection against spam or unauthorized Ticket creation using email pins, authorized addresses, and banned file names.
• Allowing visitors(users who do not have publish capability) to create Tickets via email
• Setting default subject for email without any subject line.

• Setting separate Ticket post statuses for users and visitors.
• Using shortcodes to categorize emails or to set values.

Email processing activity history is recorded for processing errors or validations.

Incoming email settings can be configured by selecting WP TIcket Ent menu in the admin area and clicking on Incoming email link.

In WP Ticket, Tickets are locked during editing, preventing other users from accessing and modifying the Ticket.

If a user clicks to edit one of the Ticket records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the Tickets listing.
2. Preview - Preview the current state of the Ticket that's being edited.
3. Take Over - Lock out the current editor of the Tickets and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Ticket. It can take up to 15 seconds for the current Ticket editor to be notified that another user has taken over.

You can use Canned Responses feature for responding to common questions or cases with predetermined responses rather than typing the same answer repeatedly.

Canned Responses feature allows to:

• Create and manage unlimited canned responses.
• Categorize canned responses based on the criteria relevant to your organization.
• Filter through canned responses for easy access to the one you need.
• Customize your message with ticket attribute tags.
• Faster message delivery with intuitive interface.

To use this feature:

1. Create as many Canned Responses as records you need by clicking on Canned Responses menu label. Optionally you can categorize and tag your records for filtering and searching or use tags to customize your message.
2. Go to an existing Ticket record and add a comment
3. Click on the Canned Responses button to view the screen
4. Click on the PLUS icon to add
5. Post your comment

Canned Response feature is an extension which is included out-of-box.

To create agent records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the agent status changes to "Published" or "Pending Review". Users must have "publish" right to publish agents. Users who do not have "publish" right can still create agents; however, these agents must be reviewed and approved by a user with agent "publish" right. Check Roles and Responsibilities section of this document to see which access groups have agent "publish" right.

User Mapping

Agents include user connection field. User connection field maps agents to WordPress users and must be filled out to be able to create a valid record. You must first create a user or modify an existing user assigning her to either one of the following roles:

• Agent
• Manager

User connection dropdown will be empty if you do not have any user assigned to the roles listed above.

WordPress users and Agents have one-to-one relationship. In other words, every agents must be linked to a user. This mapping can be done by Administrators by clicking on Operations button in the Agents list screen and selecting Map Users tab. After mapping created and saved, existing WordPress users are mapped to agents.

If Create agents from existing users... checkbox on the same tab is checked, a corresponding member is automatically created based on the mapping when a new WordPress user with the supported role listed above is created. If you do not want to map a field or use a different value than used in the user registration, choose Do not map this field option from the corresponding mapping dropdown.

Agents can be modified by clicking on the "Edit" link under the agent title in the agent list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search agents they have access to. Users who have access to agents can search using the filter system in the agent admin area. You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

To schedule Agents for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Agents. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the agent to publish at the desired time and date.
7. After the submission is completed, the agent status changes to "Published".

To create a password protected agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that agent in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the agent is already published.)
9. After the submission is completed, the agent status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your agent or modify visibility setting by clicking the "Visibility: Edit" link again.

When agent content is password protected, agent title displays the text "Protected: " before the agent Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple agents have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different agents with two different password, you must re-enter the agent password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Agents can be privately published to remove them from agent lists and feeds.

To create a private agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the agent status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the agent can change visibility setting by clicking the "Visibility: Edit" link again.

To preview agent content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the agent status stays at "Draft".

Once the agent is published the user who created the agent is assigned as the agent author. Agent authors can view and edit the agent. One can change the agent author from the author box. The author box drop down is limited to the users who have agent "publish" right.

You can create connections between Departments and Agents by clicking on "Create Connection" link in the "Department" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, set the values to: Role(dropdown). Take a look at the glossary section for dropdown values available. Now, you can update or publish your agent. You can create as many connections as you need.

You can create connections between Agents and Tickets by clicking on "Create Connection" link in the "Tickets Assigned" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your agent. You can create at most one connection.

You can create connections between Tickets and Agents by clicking on "Create Connection" link in the "Tickets Contributed" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your agent. You can create as many connections as you need.

WP Ticket Enterprise supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about agents.

To create a custom fields for your agents

1. Edit any agent or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each agent. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create agent custom fields, they are displayed in the frontend.

Displaying Agent archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Agent, you can select the link from Agent metabox and add it to your menu. If you don't see Agent metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Agent archives:

1. Goto Appearance in the admin menu and click on Menus link
2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
3. Under Links menu navigation item, type in /agents to the URL field
4. Type in Agents or another label describing the custom link URL in the Link Text field
5. Click “Add to menu” button to add the item to the menu
6. Pick “primary location” under “Menu Settings” below the menu
7. Save your menu
8. Go to the frontend and click on the link you created to access Agents. Agent archive page content is only displayed to the authorized users who have access permissions.

In WP Ticket, Agents are locked during editing, preventing other users from accessing and modifying the Agent.

If a user clicks to edit one of the Agent records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the Agents listing.
2. Preview - Preview the current state of the Agent that's being edited.
3. Take Over - Lock out the current editor of the Agents and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Agent. It can take up to 15 seconds for the current Agent editor to be notified that another user has taken over.

You can use Canned Responses feature for responding to common questions or cases with predetermined responses rather than typing the same answer repeatedly.

Canned Responses feature allows to:

• Create and manage unlimited canned responses.
• Categorize canned responses based on the criteria relevant to your organization.
• Filter through canned responses for easy access to the one you need.
• Customize your message with ticket attribute tags.
• Faster message delivery with intuitive interface.

To use this feature:

1. Create as many Canned Responses as records you need by clicking on Canned Responses menu label. Optionally you can categorize and tag your records for filtering and searching or use tags to customize your message.
2. Go to an existing Agent record and add a comment
3. Click on the Canned Responses button to view the screen
4. Click on the PLUS icon to add
5. Post your comment

To create to-do list records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'To-do Lists' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set to-do list taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the to-do list status changes to "Published" or "Pending Review". Users must have "publish" right to publish to-do lists. Users who do not have "publish" right can still create to-do lists; however, these to-do lists must be reviewed and approved by a user with to-do list "publish" right. Check Roles and Responsibilities section of this document to see which access groups have to-do list "publish" right.

To-do Lists can be modified by clicking on the "Edit" link under the to-do list title in the to-do list list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search to-do lists they have access to. Users who have access to to-do lists can search using the filter system in the to-do list admin area. You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

To schedule To-do Lists for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'To-do Lists' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set to-do list taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date To-do Lists. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the to-do list to publish at the desired time and date.
7. After the submission is completed, the to-do list status changes to "Published".

To create a password protected to-do list in the admin area:

1. Log in to your Administration Panel.
2. Click the 'To-do Lists' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set to-do list taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that to-do list in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the to-do list is already published.)
9. After the submission is completed, the to-do list status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your to-do list or modify visibility setting by clicking the "Visibility: Edit" link again.

When to-do list content is password protected, to-do list title displays the text "Protected: " before the to-do list Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple to-do lists have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different to-do lists with two different password, you must re-enter the to-do list password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

To-do Lists can be privately published to remove them from to-do list lists and feeds.

To create a private to-do list in the admin area:

1. Log in to your Administration Panel.
2. Click the 'To-do Lists' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set to-do list taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the to-do list status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the to-do list can change visibility setting by clicking the "Visibility: Edit" link again.

To preview to-do list content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft to-do list in the admin area:

1. Log in to your Administration Panel.
2. Click the 'To-do Lists' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set to-do list taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the to-do list status stays at "Draft".

Once the to-do list is published the user who created the to-do list is assigned as the to-do list author. To-do List authors can view and edit the to-do list. One can change the to-do list author from the author box. The author box drop down is limited to the users who have to-do list "publish" right.

You can create connections between Tickets and To-do Lists by clicking on "Create Connection" link in the "Tickets" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your to-do list. You can create as many connections as you need.

WP Ticket Enterprise supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about to-do lists.

To create a custom fields for your to-do lists

1. Edit any to-do list or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each to-do list. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create to-do list custom fields, they are displayed in the frontend.

In WP Ticket, To-do Lists are locked during editing, preventing other users from accessing and modifying the To-do List.

If a user clicks to edit one of the To-do List records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the To-do Lists listing.
2. Preview - Preview the current state of the To-do List that's being edited.
3. Take Over - Lock out the current editor of the To-do Lists and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the To-do List. It can take up to 15 seconds for the current To-do List editor to be notified that another user has taken over.

To create department records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Departments' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the department list page.
4. Start filling in your department fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set department taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the department status changes to "Published" or "Pending Review". Users must have "publish" right to publish departments. Users who do not have "publish" right can still create departments; however, these departments must be reviewed and approved by a user with department "publish" right. Check Roles and Responsibilities section of this document to see which access groups have department "publish" right.

Departments can be modified by clicking on the "Edit" link under the department title in the department list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search departments they have access to. Users who have access to departments can search using the filter system in the department admin area. You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

To schedule Departments for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Departments' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the department list page.
4. Start filling in your department fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set department taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Departments. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the department to publish at the desired time and date.
7. After the submission is completed, the department status changes to "Published".

To create a password protected department in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Departments' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the department list page.
4. Start filling in your department fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set department taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that department in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the department is already published.)
9. After the submission is completed, the department status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your department or modify visibility setting by clicking the "Visibility: Edit" link again.

When department content is password protected, department title displays the text "Protected: " before the department Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple departments have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different departments with two different password, you must re-enter the department password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Departments can be privately published to remove them from department lists and feeds.

To create a private department in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Departments' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the department list page.
4. Start filling in your department fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set department taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the department status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the department can change visibility setting by clicking the "Visibility: Edit" link again.

To preview department content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft department in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Departments' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the department list page.
4. Start filling in your department fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set department taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the department status stays at "Draft".

Once the department is published the user who created the department is assigned as the department author. Department authors can view and edit the department. One can change the department author from the author box. The author box drop down is limited to the users who have department "publish" right.

You can create connections between Departments and Agents by clicking on "Create Connection" link in the "Agents" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, set the values to: Role(dropdown). Take a look at the glossary section for dropdown values available. Now, you can update or publish your department. You can create as many connections as you need.

You can create connections between Departments and Tickets by clicking on "Create Connection" link in the "Tickets" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your department. You can create at most one connection.

WP Ticket Enterprise supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about departments.

To create a custom fields for your departments

1. Edit any department or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each department. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create department custom fields, they are displayed in the frontend.

Displaying Department archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Department, you can select the link from Department metabox and add it to your menu. If you don't see Department metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Department archives:

1. Goto Appearance in the admin menu and click on Menus link
2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
3. Under Links menu navigation item, type in /emd_department to the URL field
4. Type in Departments or another label describing the custom link URL in the Link Text field
5. Click “Add to menu” button to add the item to the menu
6. Pick “primary location” under “Menu Settings” below the menu
7. Save your menu
8. Go to the frontend and click on the link you created to access Departments. Department archive page content is only displayed to the authorized users who have access permissions.

In WP Ticket, Departments are locked during editing, preventing other users from accessing and modifying the Department.

If a user clicks to edit one of the Department records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the Departments listing.
2. Preview - Preview the current state of the Department that's being edited.
3. Take Over - Lock out the current editor of the Departments and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Department. It can take up to 15 seconds for the current Department editor to be notified that another user has taken over.

Recent Tickets is an entity dashboard widget which is available in WP Ticket Dashboard. It shows latest 10 published ticket records without any page navigation links.

Recent Tickets is an entity sidebar widget. It shows latest 10 published ticket records without any page navigation links.

Ticket Comments is a comment sidebar widget. It shows latest 10 approved comment records without any page navigation links.

"Ticket List" is a standard view which displays -1 Ticket records per page with a post status of publish in descending order by modified. Page navigation is disabled. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket List". You can visit this page to access the view. To display it in another page or post, use [support_tickets] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

"Ticket Counts By Assignee By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Assignee By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Assignee By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_staff_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Assignee By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Assignee By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Assignee By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_staff_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Channel" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Channel". To display the chart in another page or post, use [ticket_counts_by_channel] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Downloads By Created Date Last 4 Weeks" is a column chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [dwl_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Downloads By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_edd_product_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Downloads By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_edd_product_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Priority" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Priority By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Priority By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Priority By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_status_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Product By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Product By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Product By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_woo_product_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Products By Created Date Last 4 Weeks" is a column chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Products By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Products By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [product_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Products By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Products By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Products By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_woo_product_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By SLA" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By SLA". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By SLA". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_sla] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Status" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Status". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Status By Created Date Last 4 Weeks" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Status By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Status By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [status_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Ticket Counts By Topic" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Topic". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Topic". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_topic] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Time Spent By SLA" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Time Spent By SLA". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Time Spent By SLA". You can visit this page to view the chart. To display the chart in another page or post, use [time_spent_by_sla] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

"Time Spent Per Ticket By Assignee" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Time Spent Per Ticket By Assignee". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Time Spent Per Ticket By Assignee". You can visit this page to view the chart. To display the chart in another page or post, use [time_spent_by_assignee] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Creates a private advanced ticket search page for registered users."Registered User Advanced Search Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Advanced Search Ticket". You can visit this page to access the view. To display it in another page or post, use [private_advanced_search_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Creates a private ticket search page for registered users."Registered User Search Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Search Ticket". You can visit this page to access the view. To display it in another page or post, use [private_search_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Creates a private ticket submission page for registered users."Registered User Submit Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Submit Ticket". You can visit this page to access the view. To display it in another page or post, use [private_submit_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

"Ticket Overview" is a combo report. It is available in WP Ticket dashboard with a title of "Ticket Overview". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Overview". You can visit this page to access the view. To display it in another page or post, use [ic_ticket_infocircle] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

"Search tickets" form is used for searching ticket records from the frontend. You can use [search_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

• Ticket ID (hidden_func)
• Email (text)

"Search tickets adv" form is used for searching ticket records from the frontend. You can use [search_tickets_adv] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

• Ticket ID (hidden_func)
• First Name (text)
• Last Name (text)
• Email (text)
• Phone (text)
• Due (datetime)
• Subject (text)
• Priorities (select-only single selection allowed)
• Slas (select-only single selection allowed)
• Topics (select-only single selection allowed)
• Statuses (select-only single selection allowed)
• Ticket Tags (select-multiple selection allowed)
• Channels (select-only single selection allowed)

"Submit tickets" form is used for entering ticket records from the frontend. You can use [submit_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

• Ticket ID (hidden_func)
• First Name (text)
• Last Name (text)
• Email (text)
• Phone (text)
• Due (datetime)
• Attachments (file)
• Original estimate (text)
• Estimated Time Remaining (text)
• Subject (text)
• Message (wysiwyg)
• Form Name (hidden)
• Form Submitted By (hidden_func)
• Form Submitted IP (hidden_func)
• Priorities (select-only single selection allowed)
• Slas (select-only single selection allowed)
• Topics (select-only single selection allowed)
• Ticket Tags (select-multiple selection allowed)

When any Department of Tickets to:

• added

The following get notified:

• Department

When any Ticket record:

• added from frontend
• added from backend

The following get notified:

• Ticket Email

When any Assignee of Tickets to:

• added

The following get notified:

• Assignee

When any Response:

• added
• changed

The following get notified:

• Comment Author Email
• Ticket Email
• Assignee

When any Ticket record:

• changed

The following get notified:

• Ticket Email

To install your WP Ticket Plugin using the built-in plugin installer:

1. Download WP Ticket Plugin to your desktop.
2. Go to Plugins "Add New".
3. Under Upload, click "Browse".
4. Find the wp-ticket-enterprise-VERSION.zip file.
5. Click Install Now to install the WP Ticket Plugin.
6. A popup window will ask you to confirm your wish to install the Plugin.
7. Click Proceed to continue with the installation. The resulting installation screen will list the installation as successful or note any problems during the install.
8. If successful, click Activate Plugin to activate it, or Return to Plugin Installer for further actions.

Replace VERSION in instructions with the version number of WP Ticket you want to install. After the activation, the WP Ticket plugin setup may display notification asking if you if you'd like to install setup pages or skip setup page installation, click the appropriate button.

To uninstall your WP Ticket Plugin using the built-in plugin installer:

1. Go to Plugins screen.
2. Find the WP Ticket Plugin you wish to deactivate and uninstall.
3. Click Deactivate.

WordPress auto-update system displays notification in the Admin Bar and also on the plugins page when new version of the WP Ticket is available.

To install the new version, simply hit the "Update automatically" button. WordPress will automatically download the new package, extract it and replace the old files. No FTP, removing old files, and uploading is required.

Upgrading your plugin

We offer different plugin editions to better match your needs. If you purchased a different edition of WP Ticket, follow the steps below to upgrade your plugin:

1. Go WordPress plugins page and deactivate and optionally delete the current WP Ticket Enterprise edition.
2. Install the new edition based on the instructions in WordPress Codex
3. Activate the new edition
4. Go to Plugin Settings page and save settings

Upgrading WP Ticket Enterprise edition does not have any impact on your existing data but it is always a good idea to back up your WordPress database as a rule of thumb before any changes.

Using Plugin Extensions

WP Ticket Enterprise edition is configured to work with many plugin extensions. Most plugin extensions work regardless of the edition unless specified specifically in the plugin page.

if you purchased a plugin extension, follow the instructions in WordPress Codex to install and activate your plugin extension like any other WordPress plugin.

If your extension comes with a license key, you must save and activate your license key to get software updates and support.

Maintaining your plugin

Keeping your plugin up-to-date is very important. At emdplugins.com, we regularly update our products to offer plugin or WordPress related bug fixes, product enhancements, patches for security vulnerabilities and more. Ability to receive these updates is critical to maintaining your software and site in working condition.

To be able to see the update notifications and receive updates, you must have a valid, activated license at all times. If your existing license is expired, you must renew it manually if you opted out of automatic renewals.

Please also note that you must have a valid license to get support for your plugin.

To activate your license:

1. Go to WP TIcket Ent > Licenses page
2. Enter the license key you receive in your purchase receipt
3. Click "Save Changes" button
4. Now, you will see, "Activate License" button and "INACTIVE" right next to your license key
5. Click "Activate License" button to activate your license
6. If you see "VALID" message in place of "INACTIVE", you should be able to get your plugin updates.

If you followed the steps above and still are not able to get the plugin updates, there could be additional configuration needed for your site.

Administrators can import/export from/to CSV files or reset WP Ticket entities, taxonomies and relationships by clicking on Operations button in entity list pages. You must be able to get a backup of your content and files before starting importing/exporting or resetting. Operations page is divided into Import, Export, and Reset tabs.

Importing

Import tab is used to visually import existing records into an entity, its taxonomies and relationships. Each fields to be imported must be mapped to the app design.If you have custom fields in your CSV files, these fields can be imported as well. By default, custom fields are not mapped and they do not have a mapped label. You need to specify custom field's label in the corresponding textbox to import it correctly. The imported custom fields are created for every record with the corresponding value specified in the CSV file.

In you import large files with a lot of images or files attached, your server may be temporarily unavailable and return a white screen. This is due to the extended time needed by WordPress to process and create image thumbnails. If you get a white screen, open up a browser screen and monitor the activity in Media library. If you see images getting created, wait until all activity stops. After image or file addition stops, check if all your records are imported correctly. As a sanity check, you can do the import again but this time checking the Update existing data based on unique field(s) option.

Updating and syncing with external systems

Update option checks the existing records against the CSV file and see if there is a change. If there is a change, it finds the difference and updates the record. For example, if an image is added, the new image is added. If the incoming record does not include an existing image, the existing image which is not included in the incoming record gets deleted. All deletions are permanent. If the incoming record is not there, new record is created. You can use the update option to sync your existing records with external systems.

Exporting

Export tab is used to export the content of an entity as a CSV file. If an entity has relationships, they must be exported separately from the main entity. You will see additional export buttons if this is the case. When you export records, all custom fields are exported as well.

Resetting

Reset tab is used to permanently delete the content of an entity including all the attached images and files. You can also choose to delete all entity content, relationships, or taxonomies. Make sure you have a backup of your content, attached images and/or files before any reset action.

You can take a backup of your content to CSV using export tab. However, you need to take a backup of your attached files manually. In addition, if you need to re-import after the reset using the exported CSV, you must modify the URLs of your attached images to the new or backup location to import them back correctly.

Administrators can show, hide, and resize form elements by clicking on the Settings page under WP TIcket Ent menu. In addition, form captcha element can be set to "Visitors Only","Always Show", or "Never Show".

Required fields can not be disabled however you can change the column size. The optional fields can be enabled, disabled, or modified to occupy more or less space in the form layout.

Make sure to save your changes after any modification otherwise your changes will not take effect.

The default entity base slug can be changed within entity tab of settings page in WP TIcket Ent menu. After you update, make sure to refresh your site's Permalinks under Settings. You can only change base slug if post name based permalink structure is selected.

For the most part, WP Ticket templates will integrate nicely with most WordPress themes. However you may run into issues when the default WP Ticket content wrappers do not match your chosen theme or your theme's CSS rules overwrite WP Ticket CSS rules.

Theme related issues manifest themselves by;

• Breaking your layout on WP Ticket pages and shifting your sidebars into incorrect positions
• Some random text getting displayed in header or footer of your site
• Some sections in plugin pages not getting displayed as in the plugin's demo site.

Theme related issues can potentially affect all single, taxonomy, archive and shortcode pages because WP Ticket uses templates of its own to display these pages and it’s impossible for eMDPlugins to know exactly what markup or CSS rules your theme uses.

There are three methods to resolve theme related issues;

• Copying and modifying your theme's header.php and footer.php
• Copying and modifying your theme's page.php
• Adding custom CSS rules

Modifying header.php and footer.php

1. Go to your theme's folder -- wp-content/themes/YOURTHEME/
2. Copy header.php of your theme as header-emdplugins.php
3. Copy footer.php of your theme as footer-emplugins.php
4. Remove the conflicting code from header-emdplugins.php and/or footer-emplugins.php.
5. This will make WP Ticket use these newly created header and footer instead of your theme's default header and footer. Save the files. You’re done.

Copying and modifying your theme's page.php

If the issue can not be resolved through simply modifying the header and footer templates, you need to modify your theme's page.php.

To set up this template page:

1. Duplicate your theme’s page.php file, and name it wp-ticket-ent.php. This file should be found like this: wp-content/themes/YOURTHEME/wp-ticket-ent.php.
2. Open up your newly created wp-ticket-ent.php in a text editor, or the editor of your choice.

3. Next you need to find the loop (see The_Loop). The loop usually starts with a:

   <?php if ( have_posts() ) :

   and usually ends with:

   <?php endif; ?>

   This varies between themes. Once you have found it, delete it. In its place, put:

   <?php wp_ticket_ent_content(); ?>

4. This will make your theme use WP Ticket’s loop instead. Save the file. You’re done.

Adding CSS rules

You add custom CSS rules in the Custom CSS field of Tools tab under WP TIcket Ent menu, settings page to overwrite your theme's default CSS. The custom css rules added in the settings are not deleted when your plugin gets updated.

You can learn CSS language by completing the tutorials at w3schools.com

WP Ticket Enterprise comes with Visual Shortcode Builder(VSB) module which allows creating advanced custom shortcodes without manually writing code. To use Visual Shortcode Builder:

1. Create a new page
2. Click on WPAS button right next to Add Media button
3. Find and select the view or form you'd like to use a base from the drowdown list
4. Modify the shortcode by adding filters from taxonomy, attribute, relationship or misc categories
   • Don't forget to click + icon every time you add a filter
   • You can create as many filters as you need in the same shortcode
5. When you finished, click Insert Shortcode button. The shortcode will be inserted to the page
6. Update or publish the page to see the shortcode result
7. Repeat the same process for all your shortcodes

Agents are company employees who address the issues submitted to the customer\'s satisfaction. Managers are agents who supervise other agents. Managers have access to all tickets. Agents access to tickets which are assigned to them by managers. If your organization need all agents to access to all tickets, assign all your support team members to manager user role.

Photo

Photo of the staff member. Photo does not have a default value.

First Name

First name of the staff member. First Name is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. First Name is filterable in the admin area. First Name does not have a default value.

Last Name

Last name of the staff member. Last Name is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. Last Name is filterable in the admin area. Last Name does not have a default value.

Agent user

System user assigned to the staff member. Agent user is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. Agent user does not have a default value. Only users who have the following access roles are listed as allowable value;

• agent
• manager

Email

Email address of the staff member. Email is filterable in the admin area. Email does not have a default value.

Phone

Phone number of the staff member. Phone is filterable in the admin area. Phone does not have a default value.

Extension

Phone number extension of the staff member. Extension is filterable in the admin area. Extension does not have a default value.

Mobile

Mobile phone number of the staff member. Mobile is filterable in the admin area. Mobile does not have a default value.

Tickets Contributed

Allows to display and create connections with Tickets. One instance of Agents can associated with many instances of Tickets, and vice versa. The relationship can be set up in the edit area of Tickets using Contributors or in the edit area of Agents using Tickets Contributed relationship boxes.

Department

Allows to display and create connections with Departments. One instance of Agents can associated with many instances of Departments, and vice versa. The relationship can be set up in the edit area of Departments using Agents or in the edit area of Agents using Department relationship boxes. This relationship is required when publishing new Agents. After a relationship is setup by pressing the plus icon, you may fill out relationship fields to complete connection creation.

Tickets Assigned

Allows to display and create connections with Tickets. One instance of Agents can associated with many instances of Tickets. The relationship can be set up in the edit area of Agents using Tickets Assigned or in the edit area of Tickets using Assignee relationship boxes.

A department is a type of organization unit where a group of support agents belong to. Support agents may belong to multiple departments. Support tickets are first assigned to departments then, depending on the expertise level or some other criteria, can be assigned to one or more support agents.

Title

Title is a required field. Title does not have a default value.

Content

Content does not have a default value.

Department Code

Alphanumeric string to uniquely identify a department. Departments cannot share the same code. Department Code is a required field. Being a unique identifier, it uniquely distinguishes each instance of Department entity. Department Code is filterable in the admin area. Department Code does not have a default value.

Department Email

This is the catch-all email address for a support department. For example, you can use it to notify agents if a ticket is assigned to the department. Department Email is filterable in the admin area. Department Email does not have a default value.

Tickets

Allows to display and create connections with Tickets. One instance of Departments can associated with many instances of Tickets. The relationship can be set up in the edit area of Departments using Tickets or in the edit area of Tickets using Department relationship boxes.

Agents

Allows to display and create connections with Agents. One instance of Departments can associated with many instances of Agents, and vice versa. The relationship can be set up in the edit area of Departments using Agents or in the edit area of Agents using Department relationship boxes. This relationship is required when publishing new Departments. After a relationship is setup by pressing the plus icon, you may fill out relationship fields to complete connection creation.

Role

Enter the role of this agent in this department such as member, supervisor, manager, lead, director etc. Role is an attribute of Department relationship and can be set after the connection created. Role does not have a default value.

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement. Customers can create one to many tickets. Tickets are uniquely identified by ticket id. Some tickets may be related to each other. This relationship could be one of parent, child, or duplicate. By relating your tickets, you can show your customers how his or her tickets are connected to each other hence enhance request resolution communication.

Ticket ID

Unique identifier for a ticket Being a unique identifier, it uniquely distinguishes each instance of Ticket entity. Ticket ID is filterable in the admin area. Ticket ID does not have a default value.

First Name

First Name is a required field. First Name is filterable in the admin area. First Name does not have a default value.

Last Name

Last Name is filterable in the admin area. Last Name does not have a default value.

Email

Our responses to your ticket will be sent to this email address. Email is a required field. Email is filterable in the admin area. Email does not have a default value.

Phone

Please enter a phone number in case we need to contact you. Phone is filterable in the admin area. Phone does not have a default value.

Due

The due date of the ticket Due is filterable in the admin area. Due does not have a default value.

Sequence

Sets the priority sequence of a ticket. Sequence is filterable in the admin area. Sequence does not have a default value.

Note

The internal note left by a staff member Note does not have a default value.

Attachments

Attach related files to the ticket. Attachments does not have a default value.

Original estimate

Sets the original estimate of the total amount of time in hours it would take to complete a ticket. Original estimate does not have a default value.

Estimated Time Remaining

Sets the current estimate of the remaining amount of time in hours it would take to complete a ticket. Estimated Time Remaining is filterable in the admin area. Estimated Time Remaining does not have a default value.

Time Spent

Sets the amount of time spent on a ticket in hours. This is the total amount of time which has been logged against a ticket. Time Spent is filterable in the admin area. Time Spent does not have a default value.

Subject

Ideally, a question title should be a question. It\'s important that the question title is specific and has at least some meaning with no other information. A question such as "Why doesn\'t this work?" makes absolutely no sense without the rest of the question. Subject is a required field. Subject does not have a default value.

Message

Describe the problem or question. Include all necessary details but no unnecessary ones. A short description is easier to understand and will save the reviewer time. Please avoid asking multiple questions in one ticket. Open a separate ticket so that we can better answer your question. Message is a required field. Message does not have a default value.

Form Name

Form Name is filterable in the admin area. Form Name has a default value of "admin".

Form Submitted By

Form Submitted By is filterable in the admin area. Form Submitted By does not have a default value.

Form Submitted IP

Form Submitted IP is filterable in the admin area. Form Submitted IP does not have a default value.

Priority

When you create a ticket, you should prioritize the ticket based on the scope and impact of the request Priority accepts multiple values like tags. Priority has a default value of: 'uncategorized'.

Sla

An SLA (Service Level Agreement) is an agreement to meet targets for replying to the tickets by Staff members, for giving support to clients. Sla accepts multiple values like tags. Sla has a default value of: 'uncategorized'.

Topic

Topics are the categories for tickets. Topic accepts multiple values like tags. Topic does not have a default value.

Assignee

Allows to display and create connections with Agents. One instance of Tickets can associated with only one instance of Agents. The relationship can be set up in the edit area of Agents using Tickets Assigned or in the edit area of Tickets using Assignee relationship boxes.

Related Tickets

Allows to display and create connections with Tickets. One instance of Tickets can associated with many instances of Tickets, and vice versa. The relationship can be set up in the edit area of Tickets using Related Tickets relationship box. After a relationship is setup by pressing the plus icon, you may fill out relationship fields to complete connection creation.

Department

Allows to display and create connections with Departments. One instance of Tickets can associated with only one instance of Departments. The relationship can be set up in the edit area of Departments using Tickets or in the edit area of Tickets using Department relationship boxes.

To-do List

Allows to display and create connections with To-do Lists. One instance of Tickets can associated with many instances of To-do Lists, and vice versa. The relationship can be set up in the edit area of Tickets using To-do List or in the edit area of To-do Lists using Tickets relationship boxes.

Contributors

Allows to display and create connections with Agents. One instance of Tickets can associated with many instances of Agents, and vice versa. The relationship can be set up in the edit area of Tickets using Contributors or in the edit area of Agents using Tickets Contributed relationship boxes.

Relation Type

Relation Type is an attribute of Related Tickets relationship and can be set after the connection created. Supported values are;

• Parent
• Child
• Duplicate

Relation Type does not have a default value.

To-do Lists are tasks to be completed related to tickets and visible to agents and managers only. You can create multiple to-do-lists for each ticket and each ticket can share one to many to-do-lists.

Title

Title is a required field. Title does not have a default value.

Content

Content does not have a default value.

ID

Unique identifier incremented by 1 for a to-do list item. Being a unique identifier, it uniquely distinguishes each instance of To-do List entity. ID does not have a default value.

Priority

Priority assigned to a to-do list item. Priority does not have a default value. Priority is displayed as a dropdown and has predefined values of: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10.

Completed

Marks to-do as completed meaning no more work will be done. Completed is filterable in the admin area. Completed does not have a default value.

Tickets

Allows to display and create connections with Tickets. One instance of To-do Lists can associated with many instances of Tickets, and vice versa. The relationship can be set up in the edit area of Tickets using To-do List or in the edit area of To-do Lists using Tickets relationship boxes.