• All Workflows defined in the Desktop Application for Supporters will be copied into new processes using parallel tickets.
• Existing Workflows can still be used in the Desktop Application for Supporters.
• Workflows can no longer be used in the new Ticket client, but have been superseded by parallel tickets in processes.

• When applying a process, there is the behavior change that processes can now also be applied to inquiries and thus influence their behavior. If the old behavior that assigning a process only takes effect after the ticket has been authorized is to remain, then:
  • either a Task Planner task should be used that starts the process as soon as the ticket has been authorized
  • or a QuickTicket in which the authorization and the application of the process is created
• Inquiries with a started process can no longer be modified or authorized in the Desktop Application for Supporters, please switch to the Tickets application in the web interface.

• New condition type added: "Ticket has value". This condition is met when a defined value is set in the main or parallel ticket.
• Added a new option for parallel tickets to insert the main ticket text before the parallel ticket text.

Fixed Bugs

• Fixed Error "JSON Data produces NULL value" when opening or starting a process from previous version.

• When setting values for parallel tickets, there is the new option to apply the value from another ticket and specify an additional suffix for this field (text fields only).

Fixed Bugs

• The active processes are now sorted by ticket ID in the 'Process' view.

• The list of activities can be filtered by ticket name or activity name during process editing.
• An extra "Validate" button allows checking changes made to the process without saving them.

Fixed Bugs

• Activities that are always automatically and immediately moved on are not validated as unreachable.

• The Apply Quick Ticket action ("Quick-Ticket anwenden") can be enabled in processes.
• Transitions using the Escalation action ("Weiterleiten") do not require the specification of a resource.
• Processes can be organized in folders.
• Export and import of individual processes, folders, and all processes.
• In a ticket view grouped by process, an overview of the current progress of parallel tickets is displayed above the list. For parallel tickets that have yet to be created, the start conditions and a preview of the ticket can be seen.
• In the ticket preview, the current status in a process is directly visible through the progress bar when browsing through the tickets.
• Processes can be locked to prevent any modifications to running processes in tickets.
• Processes can deploy parallel tickets.
  • Parallel tickets can progress through different activities in the same way as the main ticket.
  • Conditions when a parallel ticket will be started can be defined.
  • A latest possible date can be set of when to start a parallel ticket.
  • Automatically apply field values from the main to parallel ticket or vice versa at any time.
  • Automatically apply the inquiry text of the main ticket to the parallel ticket.
  • When grouping tickets by Process in the ticket view, it shows a sub-node for each active process with parallel tickets, including all tickets of that process.
    • In this node it shows an overview about the active process including all current and future tickets.
  • Automatic transitions from one activity to another, waiting for conditions in other tickets of the process.
  • Automatic reset of ticket if their start condition(s) was fulfilled again
• Can change the process when starting a new ticket, without affecting the base template.
• Can change the process of active processes, without affecting the base template.
  • Changing a process individually can be enabled in the process. (strict process/changeable process)
• Process can automatically grant all participating resources access to all tickets of the process.
• Deadline can be preconfigured as a relative time.
• The start activity can define mandatory fields.

Fixed Bugs

• In processes actions "Autorisieren", "Reaktivieren" and "Weiterschalten" are validated precisely.
• Erroneous processes from version 22.4 or earlier will be migrated as new ticket processes.

• All-new Process Design using web application
• Single 'Tasks' are now called 'Activities'
• Every activity can define multiple fields to be set on a ticket instead of resources only
• A Process can stay active even if a ticket is closed, allowing control of reactivation
• A new Process can be started automatically after finishing a former one, allowing a process to determine responsibility
• The transition from one activity to the next one can be named individually
• There is a new action called 'Weiterschalten' to manually move into another activity
• Processes can be applied to every kind of ticket, including inquiries
• The Process start date is set when the process is applied, even when applying it on inquiries (Previously the start date was set in inquiries on authorization)
• When using action 'Weiterleiten' to reach the next activity, the target activity has to specify the resource. The user can no longer specify a resource when applying the action.
• When using action 'Autorisieren' to reach the next activity, the target activity can optionally specify the resource. In that case the user can no longer specify a resource when applying the action.
• The action 'Automatisches Beenden' can no longer be restricted in activities

Fixed Bugs

• Starting and stopping processes returned an error in the Desktop Client for Supporters when the effort was set as 'required'.
• Correction of the display of subject and text for Automail templates.
• Sorting tickets by Process or Activity is possible.