[{"data":1,"prerenderedAt":615},["ShallowReactive",2],{"guide:zh:admin/help-request":3},{"id":4,"title":5,"body":6,"description":607,"extension":608,"meta":609,"navigation":610,"path":611,"seo":612,"stem":613,"__hash__":614},"guide_zh/zh/user/admin/help-request.md","帮助请求",{"type":7,"value":8,"toc":586},"minimark",[9,12,21,29,33,73,76,80,92,97,165,168,173,180,182,185,195,209,212,214,217,228,230,233,287,293,295,299,310,313,347,350,353,373,376,379,413,419,422,432,495,498,508,511,514,533,537,540,542,545],[10,11,5],"h1",{"id":5},[13,14,15,16,20],"p",{},"帮助请求是 Aptli 内置的问题与支持跟踪系统。任何用户均可直接从记录详情页提交帮助请求——请求会",[17,18,19],"strong",{},"自动附加到该记录","，因此请求内容永远不会产生歧义。管理员通过管理面板管理请求队列。",[13,22,23],{},[24,25],"img",{"src":26,"alt":27,"style":28},"/guide/admin/help-request/help-request.png","帮助请求面板","max-width:64%;height:auto;margin:0 0 1rem 0;",[30,31,32],"h2",{"id":32},"谁会使用帮助请求",[34,35,36,49],"table",{},[37,38,39],"thead",{},[40,41,42,46],"tr",{},[43,44,45],"th",{},"角色",[43,47,48],{},"职责",[50,51,52,63],"tbody",{},[40,53,54,60],{},[55,56,57],"td",{},[17,58,59],{},"任何用户",[55,61,62],{},"从记录详情页打开帮助面板，就该记录提交请求",[40,64,65,70],{},[55,66,67],{},[17,68,69],{},"管理员",[55,71,72],{},"审核请求队列、更新状态并处理请求",[74,75],"hr",{},[30,77,79],{"id":78},"提交帮助请求从任意记录","提交帮助请求（从任意记录）",[13,81,82,83,87,88,91],{},"每条记录的详情页（",[84,85,86],"code",{},"/[entity]/[id]","）的页面头部都有一个",[17,89,90],{},"寻求帮助","按钮——请查找 badge-help 图标。这包括项目、报告、任务、工单、验证、站点、资源和库存项。",[13,93,94],{},[17,95,96],{},"步骤：",[98,99,100,104,109,112,159],"ol",{},[101,102,103],"li",{},"打开任意记录的详情页（例如任务、工单或用户档案）",[101,105,106,107],{},"点击页面头部的",[17,108,90],{},[101,110,111],{},"右侧滑出面板打开——记录已作为目标自动附加（在\"关于\"字段中显示为只读标签）",[101,113,114,115],{},"填写以下字段：\n",[116,117,118,129,135,141,147,153],"ul",{},[101,119,120,123,124,128],{},[17,121,122],{},"标题"," ",[125,126,127],"em",{},"(必填)"," — 简短且清晰的问题描述",[101,130,131,134],{},[17,132,133],{},"说明"," — 复现步骤或补充背景信息",[101,136,137,140],{},[17,138,139],{},"目标角色"," — 应处理此问题的团队（可搜索的下拉列表；可选——留空则由任意管理员处理）",[101,142,143,146],{},[17,144,145],{},"紧急程度"," — 低 / 中 / 高 / 危急",[101,148,149,152],{},[17,150,151],{},"附件"," — 可选的照片或文件",[101,154,155,158],{},[17,156,157],{},"通知目标角色"," — 可选复选框，立即向目标角色发送邮件通知",[101,160,161,162],{},"点击",[17,163,164],{},"提交",[13,166,167],{},"系统会静默捕获当前页面的 URL，方便管理员直接跳转回您所在的页面。",[169,170,172],"h3",{"id":171},"无遮罩层边写边继续工作","无遮罩层——边写边继续工作",[13,174,175,176,179],{},"帮助面板以右侧滑出方式打开，",[17,177,178],{},"没有模态框遮罩","，您仍可滚动、阅读和复制背后记录中的文字，同时填写请求说明。关闭面板后，记录的编辑内容不受影响。",[74,181],{},[30,183,184],{"id":184},"相关帮助请求徽章",[13,186,187,188,190,191,194],{},"每条支持帮助请求的记录，在",[17,189,90],{},"按钮旁都会显示一个",[17,192,193],{},"聚合帮助请求徽章","，用于一目了然地汇总针对该记录的未解决请求数量。",[116,196,197,203],{},[101,198,199,202],{},[17,200,201],{},"灰色 / 零"," — 没有相关请求",[101,204,205,208],{},[17,206,207],{},"彩色 / 数量"," — 有一条或多条请求；悬停可查看各状态明细",[13,210,211],{},"点击徽章可跳转至筛选后的列表视图，范围限定为该记录。",[74,213],{},[30,215,216],{"id":216},"在请求中分享记录",[13,218,219,220,223,224,227],{},"每个详情页还有一个",[17,221,222],{},"分享","按钮，可将短链接（例如 ",[84,225,226],{},"/help/:id","）复制到剪贴板。将其粘贴到任何位置——Slack、邮件或另一条帮助请求的说明中——打开链接的人即可直接跳转到对应记录。",[74,229],{},[30,231,232],{"id":232},"紧急程度等级",[34,234,235,245],{},[37,236,237],{},[40,238,239,242],{},[43,240,241],{},"级别",[43,243,244],{},"使用场景",[50,246,247,257,267,277],{},[40,248,249,254],{},[55,250,251],{},[17,252,253],{},"低",[55,255,256],{},"可有可无，无时间压力",[40,258,259,264],{},[55,260,261],{},[17,262,263],{},"中",[55,265,266],{},"影响工作流程但有替代方案",[40,268,269,274],{},[55,270,271],{},[17,272,273],{},"高",[55,275,276],{},"阻碍生产性工作",[40,278,279,284],{},[55,280,281],{},[17,282,283],{},"危急",[55,285,286],{},"导致数据丢失或系统不可用",[288,289,290],"blockquote",{},[13,291,292],{},"以数字紧急程度存储的历史请求在读取时会自动映射为新标签——无需迁移。",[74,294],{},[30,296,298],{"id":297},"管理员队列管理","管理员：队列管理",[13,300,301,302,305,306,309],{},"导航至",[17,303,304],{},"管理 → 帮助请求","（",[84,307,308],{},"/admin/help-requests","）以查看所有已提交的请求。",[169,311,312],{"id":312},"筛选",[116,314,315,322,333,340],{},[101,316,317,318,321],{},"使用顶部的",[17,319,320],{},"筛选栏","按标题或描述搜索",[101,323,324,325,328,329,332],{},"使用",[17,326,327],{},"状态筛选器","——默认显示",[17,330,331],{},"未解决","，让管理员优先看到待处理工作。其他选项：已受理、已推迟、失败、已解决",[101,334,335,336,339],{},"在右上角切换",[17,337,338],{},"显示已删除","以查看已归档请求",[101,341,342,343,346],{},"使用面板顶部的",[17,344,345],{},"我的请求","链接，仅查看您本人提交的请求",[169,348,349],{"id":349},"查看请求",[13,351,352],{},"点击任意行中的展开箭头，即可查看完整的请求详情，包括：",[116,354,355,358,361,364,367,370],{},[101,356,357],{},"请求者邮箱及提交日期",[101,359,360],{},"附加记录（目标——以链接形式呈现）",[101,362,363],{},"上下文 URL（用户提交请求时所在的页面）",[101,365,366],{},"说明及附件",[101,368,369],{},"分配的目标角色",[101,371,372],{},"当前状态与紧急程度",[169,374,375],{"id":375},"更新请求",[13,377,378],{},"在展开视图中，管理员可以：",[116,380,381,388,393,398],{},[101,382,383,384,387],{},"更改",[17,385,386],{},"状态","（参见下方生命周期说明）",[101,389,390,391],{},"重新分配",[17,392,139],{},[101,394,395,396],{},"若初始评估有误，则调整",[17,397,145],{},[101,399,400,401,404,405,408,409,412],{},"填写",[17,402,403],{},"解决备注","、",[17,406,407],{},"解决人","和",[17,410,411],{},"解决时间","（标记为已解决时自动填充）",[13,414,324,415,418],{},[17,416,417],{},"提交更改","按钮（右上角的云上传图标）保存更改。更改将立即生效。",[169,420,421],{"id":421},"请求生命周期",[423,424,429],"pre",{"className":425,"code":427,"language":428},[426],"language-text","open → committed（工作已开始）\n     → deferred（已确认，尚未排程）\n     → failed（无法解决）\n     → resolved（完成——记录 resolvedAt/resolvedBy/resolutionNote）\n","text",[84,430,427],{"__ignoreMap":431},"",[34,433,434,443],{},[37,435,436],{},[40,437,438,440],{},[43,439,386],{},[43,441,442],{},"含义",[50,444,445,455,465,475,485],{},[40,446,447,452],{},[55,448,449],{},[17,450,451],{},"open",[55,453,454],{},"新提交，尚未审核",[40,456,457,462],{},[55,458,459],{},[17,460,461],{},"committed",[55,463,464],{},"管理员已接受并开始处理",[40,466,467,472],{},[55,468,469],{},[17,470,471],{},"deferred",[55,473,474],{},"已记录但当前无法处理",[40,476,477,482],{},[55,478,479],{},[17,480,481],{},"failed",[55,483,484],{},"尝试解决但未成功",[40,486,487,492],{},[55,488,489],{},[17,490,491],{},"resolved",[55,493,494],{},"完成——记录解决备注、解决人及解决时间",[169,496,497],{"id":497},"解决请求",[13,499,500,501,504,505,507],{},"在展开视图中点击",[17,502,503],{},"解决","，打开解决模态框。输入概括处理结果的解决备注后确认——请求将变为 ",[84,506,491],{}," 状态，并记录您的用户信息和时间戳。请求者在重新查看请求时可看到解决备注。",[169,509,510],{"id":510},"批量操作",[13,512,513],{},"使用复选框选择多行以：",[116,515,516,526],{},[101,517,518,521,522,525],{},[17,519,520],{},"批量删除","或",[17,523,524],{},"批量恢复","请求",[101,527,528,529,532],{},"通过浮动工具栏中的设置（齿轮）按钮",[17,530,531],{},"批量更新","共享属性",[169,534,536],{"id":535},"安全请求者由服务器强制设置","安全——请求者由服务器强制设置",[13,538,539],{},"帮助请求的请求者在服务器端通过会话强制赋值，用户无法在提交时伪造他人的请求者身份。管理员的编辑操作不会更改原始请求者。",[74,541],{},[30,543,544],{"id":544},"提示",[116,546,547,553,559,565,571,576],{},[101,548,549,552],{},[17,550,551],{},"从实际记录中打开面板"," — 附加的目标意味着管理员永远不必问\"这是关于哪条记录的？\"",[101,554,555,558],{},[17,556,557],{},"标题要具体。"," \"站点 S-42 的地图无法加载\"比\"地图问题\"更具可操作性。",[101,560,561,564],{},[17,562,563],{},"使用目标角色","，当您清楚哪个团队负责处理此类问题时——这有助于管理员更快进行分类处理",[101,566,567,570],{},[17,568,569],{},"危急请求","还应通过电话或消息直接沟通——应用内请求队列并非实时警报系统",[101,572,573,575],{},[17,574,157],{},"适用于需要立即通知管理团队的紧急问题",[101,577,578,579,582,583,585],{},"已解决请求保留在系统中——通过",[17,580,581],{},"已解决","（或",[17,584,338],{},"）筛选器可查看历史解决记录",{"title":431,"searchDepth":587,"depth":587,"links":588},2,[589,590,594,595,596,597,606],{"id":32,"depth":587,"text":32},{"id":78,"depth":587,"text":79,"children":591},[592],{"id":171,"depth":593,"text":172},3,{"id":184,"depth":587,"text":184},{"id":216,"depth":587,"text":216},{"id":232,"depth":587,"text":232},{"id":297,"depth":587,"text":298,"children":598},[599,600,601,602,603,604,605],{"id":312,"depth":593,"text":312},{"id":349,"depth":593,"text":349},{"id":375,"depth":593,"text":375},{"id":421,"depth":593,"text":421},{"id":497,"depth":593,"text":497},{"id":510,"depth":593,"text":510},{"id":535,"depth":593,"text":536},{"id":544,"depth":587,"text":544},"记录范围内的应用内帮助请求系统。可从任意详情页发起请求，每条记录均显示相关请求徽章，并可通过管理面板管理请求队列。","md",{},true,"/zh/user/admin/help-request",{"title":5,"description":607},"zh/user/admin/help-request","6wv3xmQWZq-D-49Xv6jBziqc5N-1jh3Dm4P2RyTDOZ8",1780539282038]