The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#. Core::Ticket Ticket# The divider between TicketHook and ticket number. E.g ': '. Core::Ticket Max size of the subjects in an email reply and in some overview screens. Core::Ticket 100 The text at the beginning of the subject in an email reply, e.g. RE, AW, or AS. Core::Ticket Re The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG. Core::Ticket Fwd The format of the subject. 'Left' means '[TicketHook#:12345] Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]', 'None' means 'Some Subject' and no ticket number. In the latter case you should verify that the setting PostMaster::CheckFollowUpModule###0200-References is activated to recognize followups based on email headers. Core::Ticket Left Right None A list of dynamic fields that are merged into the main ticket during a merge operation. Only dynamic fields that are empty in the main ticket will be set. Core::Ticket Name of custom queue. The custom queue is a queue selection of your preferred queues and can be selected in the preferences settings. Core::Ticket My Queues Name of custom service. The custom service is a service selection of your preferred services and can be selected in the preferences settings. Core::Ticket My Services Ignore system sender article types (e. g. auto responses or email notifications) to be flagged as 'Unread Article' in AgentTicketZoom or expanded automatically in Large view screens. Core::Ticket 0 Changes the owner of tickets to everyone (useful for ASP). Normally only agent with rw permissions in the queue of the ticket will be shown. Core::Ticket 0 Enables ticket responsible feature, to keep track of a specific ticket. Core::Ticket 0 Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface. Core::Ticket 1 Automatically change the state of a ticket with an invalid owner once it is unlocked. Maps from a state type to a new ticket state. Core::Ticket open open Enables ticket type feature. Core::Ticket 0 Defines the default ticket type. Core::Ticket Unclassified Allows defining services and SLAs for tickets (e. g. email, desktop, network, ...), and escalation attributes for SLAs (if ticket service/SLA feature is enabled). Core::Ticket 0 Retains all services in listings even if they are children of invalid elements. Core::Ticket 0 Allows default services to be selected also for non existing customers. Core::Ticket 0 Activates the ticket archive system to have a faster system by moving some tickets out of the daily scope. To search for these tickets, the archive flag has to be enabled in the ticket search. Core::Ticket 0 Controls if the ticket and article seen flags are removed when a ticket is archived. Core::Ticket 1 Removes the ticket watcher information when a ticket is archived. Core::Ticket 1 Activates the ticket archive system search in the customer interface. Core::Ticket No Yes Yes, but hide archived tickets Selects the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138, 200206231010139). With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g. 2002070110101520, 2002070110101535). With "Random" the ticket numbers will be generated by 12 random numbers. The format looks like SystemID.RandomNumbers (e.g. 10123456789012). Core::Ticket Kernel::System::Ticket::Number::DateChecksum Checks the SystemID in ticket number detection for follow-ups. If not enabled, SystemID will be changed after using the system. Core::Ticket 1 Sets the minimal ticket counter size if "AutoIncrement" was selected as TicketNumberGenerator. Default is 5, this means the counter starts from 10000. Core::Ticket 5 Enables the minimal ticket counter size (if "Date" was selected as TicketNumberGenerator). Core::Ticket 0 IndexAccelerator: to choose your backend TicketViewAccelerator module. "RuntimeDB" generates each queue view on the fly from ticket table (no performance problems up to approx. 60.000 tickets in total and 6.000 open tickets in the system). "StaticDB" is the most powerful module, it uses an extra ticket-index table that works like a view (recommended if more than 80.000 and 6.000 open tickets are stored in the system). Use the command "bin/znuny.Console.pl Maint::Ticket::QueueIndexRebuild" for initial index creation. Core::Ticket Kernel::System::Ticket::IndexAccelerator::RuntimeDB Saves the attachments of articles. "DB" stores all data in the database (not recommended for storing big attachments). "FS" stores the data on the filesystem; this is faster but the webserver should run under the Znuny user. You can switch between the modules even on a system that is already in production without any loss of data. Note: Searching for attachment names is not supported when "FS" is used. Core::CommunicationChannel::MIMEBase Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB Specifies whether all storage backends should be checked when looking for attachments. This is only required for installations where some attachments are in the file system, and others in the database. Core::CommunicationChannel::MIMEBase 0 Specifies the directory to store the data in, if "FS" was selected for ArticleStorage. Core::CommunicationChannel::MIMEBase <OTRS_CONFIG_Home>/var/article Specifies whether the (MIMEBase) article attachments will be indexed and searchable. Core::CommunicationChannel::MIMEBase 1 The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed. Core::Ticket 1440 Restores a ticket from the archive (only if the event is a state change to any open available state). Core::Event::Ticket Kernel::System::Ticket::Event::ArchiveRestore \ATicketStateUpdate\z Updates the ticket index accelerator. Core::Event::Ticket Kernel::System::Ticket::Event::TicketAcceleratorUpdate \A(TicketStateUpdate|TicketQueueUpdate|TicketLockUpdate)\z Resets and unlocks the owner of a ticket if it was moved to another queue. Core::Event::Ticket Kernel::System::Ticket::Event::ForceOwnerReset \ATicketQueueUpdate\z Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content. Core::Event::Ticket Kernel::System::Ticket::Event::ForceState \ATicketLockUpdate\z open Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update. Core::Event::Ticket Kernel::System::Ticket::Event::ResponsibleAutoSet \ATicketOwnerUpdate\z When agent creates a ticket, whether or not the ticket is automatically locked to the agent. Core::Event::Ticket Kernel::System::Ticket::Event::LockAfterCreate \ATicketCreate\z AgentTicketPhone|AgentTicketEmail 1 Sets the PendingTime of a ticket to 0 if the state is changed to a non-pending state. Core::Event::Ticket Kernel::System::Ticket::Event::TicketPendingTimeReset \ATicketStateUpdate\z Sends the notifications which are configured in the admin interface under "Ticket Notifications". Core::Event::Ticket Kernel::System::Ticket::Event::NotificationEvent 1 Updates the ticket escalation index after a ticket attribute got updated. Core::Event::Ticket Kernel::System::Ticket::Event::TicketEscalationIndex 1 \A(TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketDynamicFieldUpdate_.+|TicketTypeUpdate|TicketServiceUpdate|TicketCustomerUpdate|TicketPriorityUpdate|TicketMerge)\z Ticket event module that triggers the escalation stop events. Core::Event::Ticket Kernel::System::Ticket::Event::TriggerEscalationStopEvents 0 \A(TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate)\z Forces to unlock tickets after being moved to another queue. Core::Event::Ticket Kernel::System::Ticket::Event::ForceUnlock \ATicketQueueUpdate\z Update Ticket "Seen" flag if every article got seen or a new Article got created. Core::Event::Ticket Kernel::System::Ticket::Event::TicketNewMessageUpdate \AArticleCreate|ArticleFlagSet\z Event module that updates tickets after an update of the Customer. Core::Event::CustomerCompany Kernel::System::CustomerCompany::Event::TicketUpdate \ACustomerCompanyUpdate\z 0 Event module that updates tickets after an update of the Customer User. Core::Event::CustomerUser Kernel::System::CustomerUser::Event::TicketUpdate \ACustomerUserUpdate\z 0 Define a mapping between variables of the customer user data (keys) and dynamic fields of a ticket (values). The purpose is to store customer user data in ticket dynamic fields. The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. They mustn't be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values. To use this mapping, you have to also activate the Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser setting. Core::Ticket CustomerFirstname This event module stores attributes from CustomerUser as DynamicFields tickets. Please see DynamicFieldFromCustomerUser::Mapping setting for how to configure the mapping. Core::Event::Ticket Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser \A(TicketCreate|TicketCustomerUpdate)\z Overloads (redefines) existing functions in Kernel::System::Ticket. Used to easily add customizations. Core::Ticket Kernel::System::Ticket::Custom Helps to extend your articles full-text search (From, To, Cc, Subject and Body search). It will strip all articles and will build an index after article creation, increasing fulltext searches about 50%. To create an initial index use "bin/znuny.Console.pl Maint::Ticket::FulltextIndex --rebuild". Core::Ticket::FulltextSearch Kernel::System::Ticket::ArticleSearchIndex::DB Defines whether to index archived tickets for fulltext searches. Core::Ticket::FulltextSearch 0 Force the storage of the original article text in the article search index, without executing filters or applying stop word lists. This will increase the size of the search index and thus may slow down fulltext searches. Core::Ticket::FulltextSearch 0 Display a warning and prevent search when using stop words within fulltext search. Core::Ticket::FulltextSearch 0 Basic fulltext index settings. Execute "bin/znuny.Console.pl Maint::Ticket::FulltextIndex --rebuild" in order to generate a new index. Core::Ticket::FulltextSearch 1000 3 30 Fulltext index regex filters to remove parts of the text. Core::Ticket::FulltextSearch \?"\!\*\|;\[\]\(\)\+\$\^=]]]> English stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch a about above after again against all am an and any are aren't as at be because been before being below between both but by can't cannot could couldn't did didn't do does doesn't doing don't down during each few for from further had hadn't has hasn't have haven't having he he'd he'll he's her here here's hers herself him himself his how how's i i'd i'll i'm i've if in into is isn't it it's its itself let's me more most mustn't my myself no nor not of off on once only or other ought our ours ourselves out over own same shan't she she'd she'll she's should shouldn't so some such than that that's the their theirs them themselves then there there's these they they'd they'll they're they've this those through to too under until up very was wasn't we we'd we'll we're we've were weren't what what's when when's where where's which while who who's whom why why's with won't would wouldn't you you'd you'll you're you've your yours yourself yourselves German stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch aber als am an auch auf aus bei bin bis bist da dadurch daher darum das daß dass dein deine dem den der des dessen deshalb die dies dieser dieses doch dort du durch ein eine einem einen einer eines er es euer eure für hatte hatten hattest hattet hier hinter ich ihr ihre im in ist ja jede jedem jeden jeder jedes jener jenes jetzt kann kannst können könnt machen mein meine mit muß mußt musst müssen müßt nach nachdem nein nicht nun oder seid sein seine sich sie sind soll sollen sollst sollt sonst soweit sowie und unser unsere unter vom von vor wann warum was weiter weitere wenn wer werde werden werdet weshalb wie wieder wieso wir wird wirst wo woher wohin zu zum zur über Dutch stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch de zijn een en in je het van op ze hebben het hij niet met er dat die te wat voor naar gaan kunnen zeggen dat maar aan veel zijn worden uit ook komen als om moeten we doen bij goed haar dan nog of maken zo wel mijn zien over willen staan door kijken zullen heel nu weten zitten hem schrijven vinden woord hoe geen dit mens al jij ander groot waar maar weer kind me vragen een denken twee horen iets deze krijgen ons zich lezen hun welk zin laten mogen hier jullie toch geven jaar tegen al eens echt houden alleen lopen mee ja roepen tijd dag elkaar even lang land liggen waarom zetten vader laat beginnen blijven nee moeder huis nou na af keer dus tot vertellen wie net jou les want man nieuw elk tekst omdat gebruiken u Spanish stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch un una unas unos uno sobre todo también tras otro algún alguno alguna algunos algunas ser es soy eres somos sois estoy esta estamos estais estan como en para atras porque por qué estado estaba ante antes siendo ambos pero por poder puede puedo podemos podeis pueden fui fue fuimos fueron hacer hago hace hacemos haceis hacen cada fin incluso primero desde conseguir consigo consigue consigues conseguimos consiguen ir voy va vamos vais van vaya gueno ha tener tengo tiene tenemos teneis tienen el la lo las los su aqui mio tuyo ellos ellas nos nosotros vosotros vosotras si dentro solo solamente saber sabes sabe sabemos sabeis saben ultimo largo bastante haces muchos aquellos aquellas sus entonces tiempo verdad verdadero verdadera cierto ciertos cierta ciertas intentar intento intenta intentas intentamos intentais intentan dos bajo arriba encima usar uso usas usa usamos usais usan emplear empleo empleas emplean ampleamos empleais valor muy era eras eramos eran modo bien cual cuando donde mientras quien con entre sin trabajo trabajar trabajas trabaja trabajamos trabajais trabajan podria podrias podriamos podrian podriais yo aquel French stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch alors au aucuns aussi autre avant avec avoir bon car ce cela ces ceux chaque ci comme comment dans des du dedans dehors depuis deux devrait doit donc dos droite début elle elles en encore essai est et eu fait faites fois font force haut hors ici il ils je juste la le les leur là ma maintenant mais mes mine moins mon mot même ni nommés notre nous nouveaux ou où par parce parole pas personnes peut peu pièce plupart pour pourquoi quand que quel quelle quelles quels qui sa sans ses seulement si sien son sont sous soyez sujet sur ta tandis tellement tels tes ton tous tout trop très tu valeur voie voient vont votre vous vu ça étaient état étions été être Italian stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch a adesso ai al alla allo allora altre altri altro anche ancora avere aveva avevano ben buono che chi cinque comprare con consecutivi consecutivo cosa cui da del della dello dentro deve devo di doppio due e ecco fare fine fino fra gente giu ha hai hanno ho il indietro invece io la lavoro le lei lo loro lui lungo ma me meglio molta molti molto nei nella no noi nome nostro nove nuovi nuovo o oltre ora otto peggio pero persone piu poco primo promesso qua quarto quasi quattro quello questo qui quindi quinto rispetto sara secondo sei sembra sembrava senza sette sia siamo siete solo sono sopra soprattutto sotto stati stato stesso su subito sul sulla tanto te tempo terzo tra tre triplo ultimo un una uno va vai voi volte vostro Customizable stop words for fulltext index. These words will be removed from the search index. Core::Ticket::FulltextSearch MyStopWord Allows having a small format ticket overview (CustomerInfo => 1 - shows also the customer information). Frontend::Agent::TicketOverview Kernel::Output::HTML::TicketOverview::Small Small S 100 1 Allows having a medium format ticket overview (CustomerInfo => 1 - shows also the customer information). Frontend::Agent::TicketOverview Kernel::Output::HTML::TicketOverview::Medium Medium M 200 0 1 1 Shows a preview of the ticket overview (CustomerInfo => 1 - shows also Customer-Info, CustomerInfoMaxSize max. size in characters of Customer-Info). Frontend::Agent::TicketOverview Kernel::Output::HTML::TicketOverview::Preview Large L 300 0 18 25 90 0 1 1 Defines which article sender types should be shown in the preview of a ticket. Frontend::Agent::TicketOverview 1 1 1 Sets the count of articles visible in preview mode of ticket overviews. Frontend::Agent::TicketOverview 5 Defines if the first article should be displayed as expanded, that is visible for the related customer. If nothing defined, latest article will be expanded. Frontend::Agent::TicketOverview 0 Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day). Frontend::Agent 86400 Define the max depth of queues. Frontend::Agent 5 Shows existing parent/child queue lists in the system in the form of a tree or a list. Frontend::Agent Tree view List view Enables or disables the ticket watcher feature, to keep track of tickets without being the owner nor the responsible. Core::Ticket 0 Enables ticket watcher feature only for the listed groups. Core::Ticket admin users Enables ticket bulk action feature for the agent frontend to work on more than one ticket at a time. Frontend::Agent::View::TicketBulk 1 Enables ticket bulk action feature only for the listed groups. Frontend::Agent::View::TicketBulk admin users Defines time in minutes since last modification for drafts of specified type before they are considered expired. Core::Draft 10080 Shows a link to see a zoomed email ticket in plain text. Frontend::Agent::View::TicketZoom 0 Shows all the articles of the ticket (expanded) in the agent zoom view. Frontend::Agent::View::TicketZoom 0 Shows the articles sorted normally or in reverse, under ticket zoom in the agent interface. Frontend::Agent::View::TicketZoom reverse normal Shows the article head information in the agent zoom view. Frontend::Agent::View::TicketZoom 0 Shows a count of attachments in the ticket zoom, if the article has attachments. Frontend::Agent::View::TicketZoom 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 Displays the accounted time for an article in the ticket zoom view. Frontend::Agent::View::TicketZoom 0 Activates the article filter in the zoom view to specify which articles should be shown. Frontend::Agent::View::TicketZoom 0 Displays the number of all tickets with the same CustomerID as current ticket in the ticket zoom view. Frontend::Agent::View::TicketZoom 0 Shows the ticket history (reverse ordered) in the agent interface. Frontend::Agent::View::TicketHistory reverse normal Controls how to display the ticket history entries as readable values. Frontend::Agent::View::TicketHistory Added note (%s). Changed archive state to "%s". Bounced to "%s". Changed customer to "%s". Sent email to customer. Added email. %s Notified about response time escalation. Started response time escalation. Stopped response time escalation. Notified about solution time escalation. Started solution time escalation. Stopped solution time escalation. Notified about update time escalation. Started update time escalation. Stopped update time escalation. Added follow-up to ticket [%s]. %s Forwarded to "%s". Locked ticket. Loop protection: no auto-response sent to "%s". Merged Ticket (%s/%s) to (%s/%s). %s Changed queue to "%s" (%s) from "%s" (%s). Created ticket [%s] in "%s" with priority "%s" and state "%s". Changed owner to "%s" (%s). Added phone call to customer. Added phone call from customer. Changed priority from "%s" (%s) to "%s" (%s). %s Resent email to "%s". Changed responsible to "%s" (%s). Sent "%s" notification to "%s" via "%s". Sent email to "%s". Sent auto follow-up to "%s". Sent auto reject to "%s". Sent auto reply to "%s". Sent notification to "%s". Changed service to "%s" (%s). Changed pending time to "%s". Changed SLA to "%s" (%s). Changed state from "%s" to "%s". Added subscription for user "%s". Added system request (%s). Changed dynamic field %s from "%s" to "%s". Added link to ticket "%s". Deleted link to ticket "%s". Added %s time unit(s), for a total of %s time unit(s). Changed title from "%s" to "%s". Changed type from "%s" (%s) to "%s" (%s). Unlocked ticket. Removed subscription for user "%s". Added web request from customer. Permitted width for compose email windows. Frontend::Agent 82 Permitted width for compose note windows. Frontend::Agent 78 Max size (in rows) of the informed agents box in the agent interface. Frontend::Agent 03 05 10 15 20 25 30 Max size (in rows) of the involved agents box in the agent interface. Frontend::Agent 03 05 10 15 20 25 30 Makes the application block external content loading. Frontend::Base 0 Shows the customer user information (phone and email) in the compose screen. Frontend::Agent 1 Max size (in characters) of the customer information table (phone and email) in the compose screen. Frontend::Agent 50 Maximum size (in characters) of the customer information table in the ticket zoom view. Frontend::Agent 50 Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view. Frontend::Agent 50 Maximum length (in characters) of the dynamic field in the article of the ticket zoom view. Frontend::Agent 160 Controls if customers have the ability to sort their tickets. Frontend::Customer::View::TicketOverview No Yes This option will deny the access to customer company tickets, which are not created by the customer user. Frontend::Customer 0 Custom text for the page shown to customers that have no tickets yet (if you need those text translated add them to a custom translation module). Frontend::Customer Welcome! Please click the button below to create your first ticket. Create your first ticket Shows either the last customer article's subject or the ticket title in the small format overview. Frontend::Customer::View::TicketOverview Last customer subject Ticket title Show the current owner in the customer interface. Frontend::Customer::View::TicketOverview 0 Show the current queue in the customer interface. Frontend::Customer::View::TicketOverview 0 Dynamic fields shown in the ticket overview screen of the customer interface. Frontend::Customer::View::TicketOverview 0 - Disabled 1 - Enabled 2 - Enabled and required Strips empty lines on the ticket preview in the queue view. Frontend::Agent::View::TicketQueue 0 Shows all both ro and rw queues in the queue view. Frontend::Agent::View::TicketQueue 0 Show queues even when only locked tickets are in. Frontend::Agent::View::TicketQueue 0 Enable highlighting queues based on ticket age. Frontend::Agent::View::TicketQueue 0 Sets the age in minutes (first level) for highlighting queues that contain untouched tickets. Frontend::Agent::View::TicketQueue 1440 Sets the age in minutes (second level) for highlighting queues that contain untouched tickets. Frontend::Agent::View::TicketQueue 2880 Activates a blinking mechanism of the queue that contains the oldest ticket. Frontend::Agent::View::TicketQueue 0 Include tickets of subqueues per default when selecting a queue. Frontend::Agent::View::TicketQueue 0 Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the queue view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0 or 1 for value. Frontend::Agent::View::TicketQueue 1 0 Defines the default sort criteria for all queues displayed in the queue view. Frontend::Agent::View::TicketQueue Age TicketNumber Title Queue EscalationTime Defines if a pre-sorting by priority should be done in the queue view. Frontend::Agent::View::TicketQueue 1 Defines the default sort order for all queues in the queue view, after priority sort. Frontend::Agent::View::TicketQueue Down Up Strips empty lines on the ticket preview in the service view. Frontend::Agent::View::TicketService 0 Shows all both ro and rw tickets in the service view. Frontend::Agent::View::TicketService 0 Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the service view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the ServiceID for the key and 0 or 1 for value. Frontend::Agent::View::TicketService 1 0 Defines the default sort criteria for all services displayed in the service view. Frontend::Agent::View::TicketService Age TicketNumber Title Queue EscalationTime Defines if a pre-sorting by priority should be done in the service view. Frontend::Agent::View::TicketService 1 Defines the default sort order for all services in the service view, after priority sort. Frontend::Agent::View::TicketService Down Up Enable highlighting services based on ticket age. Frontend::Agent::View::TicketService 0 Sets the age in minutes (first level) for highlighting services that contain untouched tickets. Frontend::Agent::View::TicketService 1440 Sets the age in minutes (second level) for highlighting services that contain untouched tickets. Frontend::Agent::View::TicketService 2880 Activates a blinking mechanism of the service that contains the oldest ticket. Frontend::Agent::View::TicketService 0 Activates time accounting. Frontend::Agent 1 Sets the prefered time units (e.g. work units, hours, minutes). Frontend::Agent (work units) Defines if time accounting is mandatory in the agent interface. If enabled, a note must be entered for all ticket actions (no matter if the note itself is configured as active or is originally mandatory for the individual ticket action screen). Frontend::Agent 0 Defines if time accounting must be set to all tickets in bulk action. Frontend::Agent 1 Defines the default ticket attribute for ticket sorting in the status view of the agent interface. Frontend::Agent::View::TicketStatus Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order (after priority sort) in the status view of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketStatus Down Up Defines the required permission to show a ticket in the escalation view of the agent interface. Frontend::Agent::View::TicketEscalation RW RO Defines the default ticket attribute for ticket sorting in the escalation view of the agent interface. Frontend::Agent::View::TicketEscalation Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketEscalation Down Up Allows extended search conditions in ticket search of the agent interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)". Frontend::Agent::View::TicketSearch 1 Maximum number of tickets to be displayed in the result of a search in the agent interface. Frontend::Agent::View::TicketSearch 2000 Number of tickets to be displayed in each page of a search result in the agent interface. Frontend::Agent::View::TicketSearch 40 Number of lines (per ticket) that are shown by the search utility in the agent interface. Frontend::Agent::View::TicketSearch 10 Defines the default ticket attribute for ticket sorting of the ticket search result of the agent interface. Frontend::Agent::View::TicketSearch Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order in the ticket search result of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketSearch Down Up Exports the whole article tree in search result (it can affect the system performance). Frontend::Agent::View::TicketSearch 0 Data used to export the search result in CSV format. Frontend::Agent::View::TicketSearch TicketNumber Age Created Closed FirstLock FirstResponse State Priority Queue Lock Owner UserFirstname UserLastname CustomerID CustomerName From Subject AccountedTime ArticleTree SolutionInMin SolutionDiffInMin FirstResponseInMin FirstResponseDiffInMin Includes article create times in the ticket search of the agent interface. Frontend::Agent::View::TicketSearch 0 Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketCreateTimePointFormat=year;TicketCreateTimePointStart=Last;TicketCreateTimePoint=2;". Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketCreateTimeStartYear=2010;TicketCreateTimeStartMonth=10;TicketCreateTimeStartDay=4;TicketCreateTimeStopYear=2010;TicketCreateTimeStopMonth=11;TicketCreateTimeStopDay=3;". Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketLastChangeTimePointFormat=year;TicketLastChangeTimePointStart=Last;TicketLastChangeTimePoint=2;". Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketLastChangeTimeStartYear=2010;TicketLastChangeTimeStartMonth=10;TicketLastChangeTimeStartDay=4;TicketLastChangeTimeStopYear=2010;TicketLastChangeTimeMonth=11;TicketLastChangeTimeStopDay=3;". Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketPendingTimePointFormat=year;TicketPendingTimePointStart=Last;TicketPendingTimePoint=2;". Frontend::Agent::View::TicketSearch Default data to use on attribute for ticket search screen. Example: "TicketPendingTimeStartYear=2010;TicketPendingTimeStartMonth=10;TicketPendingTimeStartDay=4;TicketPendingTimeStopYear=2010;TicketPendingTimeMonth=11;TicketPendingTimeStopDay=3;". Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch Defines the default shown ticket search attribute for ticket search screen. Frontend::Agent::View::TicketSearch all tickets archived tickets not archived tickets Search backend router. Frontend::Agent::ModuleRegistration::MainMenu::Search Action=AgentTicketSearch;Subaction=AJAX Defines the default ticket attribute for ticket sorting in the locked ticket view of the agent interface. Frontend::Agent::View::TicketLocked Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order in the ticket locked view of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketLocked Down Up Defines the default ticket attribute for ticket sorting in the responsible view of the agent interface. Frontend::Agent::View::TicketResponsible Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order in the responsible view of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketResponsible Down Up Defines the default ticket attribute for ticket sorting in the watch view of the agent interface. Frontend::Agent::View::TicketWatch Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order in the watch view of the agent interface. Up: oldest on top. Down: latest on top. Frontend::Agent::View::TicketWatch Down Up Required permissions to use the ticket free text screen in the agent interface. Frontend::Agent::View::TicketFreeText rw Defines if a ticket lock is required in the ticket free text screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketFreeText 0 Sets the ticket type in the ticket free text screen of the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketFreeText 1 Sets the service in the ticket free text screen of the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketFreeText 1 Sets if service must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Sets the queue in the ticket free text screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketFreeText 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Sets the ticket owner in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Sets the responsible agent of the ticket in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Sets the state of a ticket in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Sets if state must be selected by the agent. Frontend::Agent::View::TicketFreeText 0 Defines the next state of a ticket after adding a note, in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText open closed pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText open Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketFreeText 0 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketFreeText 0 Defines the default subject of a note in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText Defines the default body of a note in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText Shows a list of all the involved agents on this ticket, in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Defines if the note in the ticket free text screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketFreeText 0 Shows the ticket priority options in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 Defines the default ticket priority in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 3 normal Shows the title field in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 1 Allows to save current work as draft in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 1 Defines the history type for the ticket free text screen action, which gets used for ticket history. Frontend::Agent::View::TicketFreeText AddNote Defines the history comment for the ticket free text screen action, which gets used for ticket history. Frontend::Agent::View::TicketFreeText %%FreeText Required permissions to use the ticket phone outbound screen in the agent interface. Frontend::Agent::View::TicketPhoneOutbound phone Defines if a ticket lock is required in the ticket phone outbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketPhoneOutbound 1 Defines the default sender type for phone tickets in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound agent Defines the default subject for phone tickets in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound Defines the default note body text for phone tickets in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound Defines the default ticket next state after adding a phone note in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound closed successful Next possible ticket states after adding a phone note in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound open pending auto pending reminder closed Defines the history type for the ticket phone outbound screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneOutbound PhoneCallAgent Defines the history comment for the ticket phone outbound screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneOutbound Allows to save current work as draft in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound 1 Required permissions to use the ticket phone inbound screen in the agent interface. Frontend::Agent::View::TicketPhoneInbound phone Defines if a ticket lock is required in the ticket phone inbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketPhoneInbound 0 Defines the default sender type for phone tickets in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound customer Defines the default subject for phone tickets in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound Defines the default note body text for phone tickets in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound Defines the default ticket next state after adding a phone note in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound open Next possible ticket states after adding a phone note in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound open pending auto pending reminder closed Defines the history type for the ticket phone inbound screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneInbound PhoneCallCustomer Defines the history comment for the ticket phone inbound screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneInbound Allows to save current work as draft in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound 1 Shows an owner selection in phone and email tickets in the agent interface. Frontend::Agent 1 Show a responsible selection in phone and email tickets in the agent interface. Frontend::Agent 1 Defines the recipient target of the phone ticket and the sender of the email ticket ("Queue" shows all queues, "System address" displays all system addresses) in the agent interface. Frontend::Agent Queue System address Determines the strings that will be shown as recipient (To:) of the phone ticket and as sender (From:) of the email ticket in the agent interface. For Queue as NewQueueSelectionType "<Queue>" shows the names of the queues and for SystemAddress "<Realname> <<Email>>" shows the name and email of the recipient. Frontend::Agent <Queue> Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface. Frontend::Agent First Queue Second Queue Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. Frontend::Agent 1 If enabled, TicketPhone and TicketEmail will be open in new windows. Frontend::Agent 0 Sets the default priority for new phone tickets in the agent interface. Frontend::Agent::View::TicketPhoneNew 3 normal Sets the default sender type for new phone ticket in the agent interface. Frontend::Agent::View::TicketPhoneNew customer Sets the default article customer visibility for new phone tickets in the agent interface. Frontend::Agent::View::TicketPhoneNew 1 Controls if CustomerID is read-only in the agent interface. Frontend::Agent::View::TicketPhoneNew 1 Controls if more than one from entry can be set in the new phone ticket in the agent interface. Frontend::Agent::View::TicketPhoneNew 1 Sets the default subject for new phone tickets (e.g. 'Phone call') in the agent interface. Frontend::Agent::View::TicketPhoneNew Sets the default note text for new telephone tickets. E.g 'New ticket via call' in the agent interface. Frontend::Agent::View::TicketPhoneNew Sets the default next state for new phone tickets in the agent interface. Frontend::Agent::View::TicketPhoneNew open Determines the next possible ticket states, after the creation of a new phone ticket in the agent interface. Frontend::Agent::View::TicketPhoneNew open pending auto pending reminder closed Defines the history type for the phone ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneNew PhoneCallCustomer Defines the history comment for the phone ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPhoneNew Sets the default link type of splitted tickets in the agent interface. Frontend::Agent::View::TicketPhoneNew ParentChild Target Sets if service must be selected by the agent. Frontend::Agent::View::TicketPhoneNew 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketPhoneNew 0 Sets the default priority for new email tickets in the agent interface. Frontend::Agent::View::TicketEmailNew 3 normal Sets the default article customer visibility for new email tickets in the agent interface. Frontend::Agent::View::TicketEmailNew 1 Sets the default sender type for new email tickets in the agent interface. Frontend::Agent::View::TicketEmailNew agent Controls if CustomerID is read-only in the agent interface. Frontend::Agent::View::TicketEmailNew 1 Sets the default subject for new email tickets (e.g. 'email Outbound') in the agent interface. Frontend::Agent::View::TicketEmailNew Sets the default text for new email tickets in the agent interface. Frontend::Agent::View::TicketEmailNew Sets the default next ticket state, after the creation of an email ticket in the agent interface. Frontend::Agent::View::TicketEmailNew open Determines the next possible ticket states, after the creation of a new email ticket in the agent interface. Frontend::Agent::View::TicketEmailNew open pending auto pending reminder closed Defines the history type for the email ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketEmailNew EmailAgent Defines the history comment for the email ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketEmailNew Sets if service must be selected by the agent. Frontend::Agent::View::TicketEmailNew 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketEmailNew 0 Required permissions to use the close ticket screen in the agent interface. Frontend::Agent::View::TicketClose close Defines if a ticket lock is required in the close ticket screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketClose 1 Sets the ticket type in the close ticket screen of the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketClose 0 Sets the service in the close ticket screen of the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketClose 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketClose 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketClose 0 Sets the queue in the ticket close screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketClose 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketClose 0 Sets the ticket owner in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketClose 0 Sets the responsible agent of the ticket in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketClose 0 Sets the state of a ticket in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 1 Sets if state must be selected by the agent. Frontend::Agent::View::TicketClose 0 Defines the next state of a ticket after adding a note, in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose closed Defines the default next state of a ticket after adding a note, in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose closed successful Allows adding notes in the close ticket screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketClose 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketClose 1 Sets the default subject for notes added in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose Sets the default body text for notes added in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose Shows a list of all the involved agents on this ticket, in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Defines if the note in the close ticket screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketClose 0 Shows the ticket priority options in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Defines the default ticket priority in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 3 normal Shows the title field in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 0 Allows to save current work as draft in the close ticket screen of the agent interface. Frontend::Agent::View::TicketClose 1 Defines the history type for the close ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketClose AddNote Defines the history comment for the close ticket screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketClose %%Close Required permissions to use the ticket note screen in the agent interface. Frontend::Agent::View::TicketNote note Defines if a ticket lock is required in the ticket note screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketNote 0 Sets the ticket type in the ticket note screen of the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketNote 0 Sets the service in the ticket note screen of the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketNote 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketNote 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketNote 0 Sets the queue in the ticket note screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketNote 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketNote 0 Sets the ticket owner in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketNote 0 Sets the responsible agent of the ticket in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketNote 0 Sets the state of a ticket in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Sets if state must be selected by the agent. Frontend::Agent::View::TicketNote 0 Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote open closed pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote open Allows adding notes in the ticket note screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketNote 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketNote 1 Sets the default subject for notes added in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote Sets the default body text for notes added in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Defines if the note in the ticket note screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketNote 0 Shows the ticket priority options in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Defines the default ticket priority in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 3 normal Shows the title field in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 Allows to save current work as draft in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 1 Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketNote AddNote Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketNote %%Note Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner owner Defines if a ticket lock is required in the ticket owner screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketOwner 0 Sets the ticket type in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketOwner 0 Sets the service in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketOwner 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketOwner 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketOwner 0 Sets the queue in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketOwner 0 Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 1 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketOwner 1 Sets the responsible agent of the ticket in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketOwner 0 Sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Sets if state must be selected by the agent. Frontend::Agent::View::TicketOwner 0 Defines the next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner open pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner open Allows adding notes in the ticket owner screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketOwner 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketOwner 1 Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner Shows a list of all the involved agents on this ticket, in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Defines if the note in the ticket owner screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketOwner 0 Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 3 normal Shows the title field in the ticket owner screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketOwner 0 Allows to save current work as draft in the ticket owner screen of the agent interface. Frontend::Agent::View::TicketOwner 1 Defines the history type for the ticket owner screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketOwner AddNote Defines the history comment for the ticket owner screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketOwner %%Owner Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending pending Defines if a ticket lock is required in the ticket pending screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketPending 1 Sets the ticket type in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketPending 0 Sets the service in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketPending 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketPending 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketPending 0 Sets the queue in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketPending 0 Sets the ticket owner in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketPending 0 Sets the responsible agent of the ticket in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketPending 0 Sets the state of the ticket in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 1 Sets if state must be selected by the agent. Frontend::Agent::View::TicketPending 0 Defines the next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending pending reminder Allows adding notes in the ticket pending screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketPending 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketPending 1 Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending Shows a list of all the involved agents on this ticket, in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Defines if the note in the ticket pending screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketPending 0 Shows the ticket priority options in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Defines the default ticket priority in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 3 normal Shows the title field in the ticket pending screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPending 0 Allows to save current work as draft in the ticket pending screen of the agent interface. Frontend::Agent::View::TicketPending 1 Defines the history type for the ticket pending screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPending AddNote Defines the history comment for the ticket pending screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPending %%Pending Required permissions to use the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority priority Defines if a ticket lock is required in the ticket priority screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketPriority 1 Sets the ticket type in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketPriority 0 Sets the service in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketPriority 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Sets the queue in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Sets the ticket owner in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Sets the responsible agent of the ticket in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Sets the state of the ticket in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Sets if state must be selected by the agent. Frontend::Agent::View::TicketPriority 0 Defines the next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority open pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority open Allows adding notes in the ticket priority screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketPriority 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketPriority 1 Sets the default subject for notes added in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority Sets the default body text for notes added in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority Shows a list of all the involved agents on this ticket, in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Defines if the note in the ticket priority screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketPriority 0 Shows the ticket priority options in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 1 Defines the default ticket priority in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 3 normal Shows the title field in the ticket priority screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketPriority 0 Allows to save current work as draft in the ticket priority screen of the agent interface. Frontend::Agent::View::TicketPriority 1 Defines the history type for the ticket priority screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPriority AddNote Defines the history comment for the ticket priority screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketPriority %%Priority Required permissions to use the ticket responsible screen in the agent interface. Frontend::Agent::View::TicketResponsible responsible Defines if a ticket lock is required in the ticket responsible screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketResponsible 0 Sets the ticket type in the ticket responsible screen of the agent interface (Ticket::Type needs to be enabled). Frontend::Agent::View::TicketResponsible 0 Sets the service in the ticket responsible screen of the agent interface (Ticket::Service needs to be enabled). Frontend::Agent::View::TicketResponsible 0 Sets if service must be selected by the agent. Frontend::Agent::View::TicketResponsible 0 Sets if SLA must be selected by the agent. Frontend::Agent::View::TicketResponsible 0 Sets the queue in the ticket responsible screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketResponsible 0 Sets if queue must be selected by the agent. Frontend::Agent::View::TicketResponsible 0 Sets the ticket owner in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 Sets if ticket owner must be selected by the agent. Frontend::Agent::View::TicketResponsible 0 Sets the responsible agent of the ticket in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 1 Sets if ticket responsible must be selected by the agent. Frontend::Agent::View::TicketResponsible 1 Sets the state of a ticket in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 Sets if state must be selected by the agent. Frontend::Agent::View::TicketResponsible 0 Defines the next state of a ticket after adding a note, in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible open pending reminder pending auto Defines the default next state of a ticket after adding a note, in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible open Allows adding notes in the ticket responsible screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketResponsible 1 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketResponsible 1 Sets the default subject for notes added in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible Sets the default body text for notes added in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible Shows a list of all the involved agents on this ticket, in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 Shows a list of all the possible agents (all agents with at least ro permissions on the queue/ticket) to determine who should be informed about this note, in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 Defines if the note in the ticket responsible screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketResponsible 0 Shows the ticket priority options in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 Defines the default ticket priority in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 3 normal Shows the title field in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 1 Allows to save current work as draft in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 1 Defines the history type for the ticket responsible screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketResponsible AddNote Defines the history comment for the ticket responsible screen action, which gets used for ticket history in the agent interface. Frontend::Agent::View::TicketResponsible %%Responsible Automatically lock and set owner to current Agent after selecting for an Bulk Action. Frontend::Agent::View::TicketBulk 1 Sets the ticket type in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 1 Sets the ticket owner in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 1 Sets the responsible agent of the ticket in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 1 Sets the state of a ticket in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 1 Defines the next state of a ticket, in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk open closed pending reminder pending auto Defines the default next state of a ticket, in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk open Shows the ticket priority options in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 1 Defines the default ticket priority in the ticket bulk screen of the agent interface. Frontend::Agent::View::TicketBulk 3 normal Defines if the note in the ticket bulk screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketBulk 0 Determines if the list of possible queues to move to ticket into should be displayed in a dropdown list or in a new window in the agent interface. If "New Window" is set you can add a move note to the ticket. Frontend::Agent::View::TicketMove New Window Dropdown Automatically lock and set owner to current Agent after opening the move ticket screen of the agent interface. Frontend::Agent::View::TicketMove 1 Allows to set a new ticket state in the move ticket screen of the agent interface. Frontend::Agent::View::TicketMove 1 Sets if state must be selected by the agent. Frontend::Agent::View::TicketMove 0 Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface. Frontend::Agent::View::TicketMove open closed Shows the ticket priority options in the move ticket screen of the agent interface. Frontend::Agent::View::TicketMove 0 Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketMove 0 Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime. Frontend::Agent::View::TicketMove 0 Allows to save current work as draft in the ticket move screen of the agent interface. Frontend::Agent::View::TicketMove 1 Required permissions to use the ticket bounce screen in the agent interface. Frontend::Agent::View::TicketBounce bounce Defines if a ticket lock is required in the ticket bounce screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketBounce 1 Defines the default next state of a ticket after being bounced, in the ticket bounce screen of the agent interface. Frontend::Agent::View::TicketBounce closed successful Defines the next state of a ticket after being bounced, in the ticket bounce screen of the agent interface. Frontend::Agent::View::TicketBounce open closed Defines the default ticket bounced notification for customer/sender in the ticket bounce screen of the agent interface. Frontend::Agent::View::TicketBounce Your email with ticket number "<OTRS_TICKET>" is bounced to "<OTRS_BOUNCE_TO>". Contact this address for further information. Required permissions to use the ticket compose screen in the agent interface. Frontend::Agent::View::TicketCompose compose Defines if a ticket lock is required in the ticket compose screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketCompose 1 Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface. Frontend::Agent::View::TicketCompose open Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface. Frontend::Agent::View::TicketCompose open closed pending auto pending reminder Defines if the message in the ticket compose screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketCompose 1 Allows to save current work as draft in the ticket compose screen of the agent interface. Frontend::Agent::View::TicketCompose 1 Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketCompose 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketCompose 320px Defines the format of responses in the ticket compose screen of the agent interface ([% Data.OrigFrom | html %] is From 1:1, [% Data.OrigFromName | html %] is only realname of From). Frontend::Agent::View::TicketCompose [% Data.Salutation | html %] [% Data.StdResponse | html %] [% Data.Signature | html %] [% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]: [% Data.Body | html %] Defines the used character for plaintext email quotes in the ticket compose screen of the agent interface. If this is empty or inactive, original emails will not be quoted but appended to the response. Frontend::Agent::View::TicketCompose > Defines the maximum number of quoted lines to be added to responses. Frontend::Agent::View::TicketCompose 99 Adds customers email addresses to recipients in the ticket compose screen of the agent interface. The customers email address won't be added if the article type is email-internal. Frontend::Agent::View::TicketCompose 1 Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface. Frontend::Agent::View::TicketCompose 0 Required permissions to use the ticket forward screen in the agent interface. Frontend::Agent::View::TicketForward forward Defines if a ticket lock is required in the ticket forward screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketForward 1 Defines the default next state of a ticket after being forwarded, in the ticket forward screen of the agent interface. Frontend::Agent::View::TicketForward closed successful Defines the next possible states after forwarding a ticket in the ticket forward screen of the agent interface. Frontend::Agent::View::TicketForward open closed pending reminder pending auto Defines if the message in the ticket forward screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketForward 1 Allows to save current work as draft in the ticket forward screen of the agent interface. Frontend::Agent::View::TicketForward 1 Required permissions to use the email outbound screen in the agent interface. Frontend::Agent::View::TicketEmailOutbound compose Defines if a ticket lock is required in the email outbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketEmailOutbound 1 Defines the default next state of a ticket after the message has been sent, in the email outbound screen of the agent interface. Frontend::Agent::View::TicketEmailOutbound open Defines the next possible states after sending a message in the email outbound screen of the agent interface. Frontend::Agent::View::TicketEmailOutbound open closed pending reminder pending auto Defines if the message in the email outbound screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketEmailOutbound 0 Required permissions to use the email resend screen in the agent interface. Frontend::Agent::View::TicketEmailResend compose Defines if a ticket lock is required in the email resend screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketEmailResend 1 Defines if the message in the email resend screen of the agent interface is visible for the customer by default. Frontend::Agent::View::TicketEmailResend 1 Allows to save current work as draft in the email outbound screen of the agent interface. Frontend::Agent::View::TicketEmailOutbound 1 Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface. Frontend::Agent::View::TicketMerge rw Defines if a ticket lock is required in the ticket merge screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketMerge 1 Required permissions to change the customer of a ticket in the agent interface. Frontend::Agent::View::TicketCustomer customer Defines if a ticket lock is required to change the customer of a ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner). Frontend::Agent::View::TicketCustomer 0 Controls if CustomerID is read-only in the agent interface. Frontend::Agent::View::TicketCustomer 1 When tickets are merged, the customer can be informed per email by setting the check box "Inform Sender". In this text area, you can define a pre-formatted text which can later be modified by the agents. Frontend::Agent::View::TicketMerge Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>". When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the subject of this note (this subject cannot be changed by the agent). Frontend::Agent::View::TicketMerge Ticket Merged When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the body of this note (this text cannot be changed by the agent). Frontend::Agent::View::TicketMerge Merged Ticket <OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>. Defines the default viewable sender types of a ticket (default: customer). Core::Ticket 'customer' Defines the viewable locks of a ticket. NOTE: When you change this setting, make sure to delete the cache in order to use the new value. Default: unlock, tmp_lock. Core::Ticket 'unlock' 'tmp_lock' Defines the valid state types for a ticket. If a ticket is in a state which have any state type from this setting, this ticket will be considered as open, otherwise as closed. Core::Ticket new open pending reminder pending auto Defines the valid states for unlocked tickets. To unlock tickets the script "bin/znuny.Console.pl Maint::Ticket::UnlockTimeout" can be used. Core::Ticket new open Sends reminder notifications of unlocked ticket after reaching the reminder date (only sent to ticket owner). Core::Ticket 0 Disables sending reminder notifications to the responsible agent of a ticket (Ticket::Responsible needs to be enabled). Core::Ticket 0 Defines the state type of the reminder for pending tickets. Core::Ticket pending reminder Determines the possible states for pending tickets that changed state after reaching time limit. Core::Ticket pending auto Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. Core::Ticket closed successful closed unsuccessful Defines an external link to the database of the customer (e.g. 'http://yourhost/customer.php?CID=[% Data.CustomerID %]' or ''). Frontend::Agent [% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID | uri %] Defines the target attribute in the link to external customer database. E.g. 'target="cdb"'. Frontend::Agent Defines the target attribute in the link to external customer database. E.g. 'AsPopup PopupType_TicketAction'. Frontend::Agent Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Link ToolBarOverviews Queue view Action=AgentTicketQueue AgentTicketQueue q QueueView fa fa-folder 1010010 Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Link ToolBarOverviews Status view Action=AgentTicketStatusView AgentTicketStatusView StatusView fa fa-list-ol 1010020 Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Link ToolBarOverviews Escalation view Action=AgentTicketEscalationView AgentTicketEscalationView w EscalationView fa fa-exclamation 1010030 Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Link ToolBarActions New phone ticket Action=AgentTicketPhone AgentTicketPhone PhoneTicket fa fa-phone 1020010 Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Link ToolBarActions New email ticket Action=AgentTicketEmail AgentTicketEmail EmailTicket fa fa-envelope 1020020 Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketProcess ToolBarActions New process ticket Action=AgentTicketProcess AgentTicketProcess ProcessTicket fa fa-sitemap 1020030 Agent interface notification module to see the number of tickets an agent is responsible for. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketResponsible ToolBarPersonalViews Responsible Responsible New Responsible Reached fa fa-user-plus fa fa-user-plus fa fa-user-plus r 1030010 Agent interface notification module to see the number of watched tickets. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketWatcher ToolBarPersonalViews Watcher Watcher New Watcher Reached fa fa-eye fa fa-eye fa fa-eye 1030020 Agent interface notification module to see the number of locked tickets. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketLocked ToolBarPersonalViews Locked Locked New Locked Reached fa fa-lock fa fa-lock fa fa-lock k 1030030 Agent interface notification module to see the number of tickets in My Services. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketService ToolBarPersonalViews ServiceView fa fa-wrench 1030035 Agent interface module to access fulltext search via nav bar. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Generic Fulltext Fulltext search ToolBarSearch 1990010 Agent interface module to access CIC search via nav bar. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Generic CustomerID CustomerID search ToolBarSearch 1990020 Agent interface module to access CIC search via nav bar. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::Generic CustomerUser Customer user search ToolBarSearch 1990030 Agent interface module to access search profiles via nav bar. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::ToolBar Kernel::Output::HTML::ToolBar::TicketSearchProfile SearchTemplate Search template ToolBarSearchProfile 1990040 Module to generate html OpenSearch profile for short ticket search in the agent interface. Frontend::Agent Kernel::Output::HTML::HeaderMeta::AgentTicketSearch AgentTicketSearch Module to show notifications and escalations (ShownMax: max. shown escalations, EscalationInMinutes: Show ticket which will escalation in, CacheTime: Cache of calculated escalations in seconds). Frontend::Agent::FrontendNotification Kernel::Output::HTML::Notification::AgentTicketEscalation 25 120 40 Customer item (icon) which shows the open tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID. Frontend::Customer Kernel::Output::HTML::CustomerUser::GenericTicket StateType=Open; 0 Core.Agent.CustomerUser.OpenTicket.css OpenTicket NoOpenTicket _blank Open tickets (customer) AgentTicketSearch Search fa-exclamation-circle fa-check-circle Customer item (icon) which shows the open tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID. Frontend::Customer Kernel::Output::HTML::CustomerUser::GenericTicket StateType=Open; 1 Core.Agent.CustomerUser.OpenTicket.css OpenTicket NoOpenTicket _blank Open tickets (customer user) AgentTicketSearch Search fa-exclamation-circle fa-check-circle Customer item (icon) which shows the closed tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID. Frontend::Customer Kernel::Output::HTML::CustomerUser::GenericTicket StateType=Closed; 0 Core.Agent.CustomerUser.OpenTicket.css OpenTicket NoOpenTicket _blank Closed tickets (customer) AgentTicketSearch Search fa-power-off fa-power-off Customer item (icon) which shows the closed tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID. Frontend::Customer Kernel::Output::HTML::CustomerUser::GenericTicket StateType=Closed; 1 Core.Agent.CustomerUser.OpenTicket.css OpenTicket NoOpenTicket _blank Closed tickets (customer user) AgentTicketSearch Search fa-power-off fa-power-off Agent interface article notification module to check PGP. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleCheck::PGP Agent interface module to check incoming emails in the Ticket-Zoom-View if the S/MIME-key is available and true. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleCheck::SMIME Agent interface article notification module to check PGP. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleCheck::PGP Agent interface article notification module to check S/MIME. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleCheck::SMIME Module to define the email security options to use (PGP or S/MIME). Frontend::Agent::ArticleComposeModule Kernel::Output::HTML::ArticleCompose::Security Single Module to compose signed messages (PGP or S/MIME). Frontend::Agent::ArticleComposeModule Kernel::Output::HTML::ArticleCompose::Sign Single Module to encrypt composed messages (PGP or S/MIME). Frontend::Agent::ArticleComposeModule Kernel::Output::HTML::ArticleCompose::Crypt Multiple Shows a link to download article attachments in the zoom view of the article in the agent interface. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleAttachment::Download Shows a link to access article attachments via a html online viewer in the zoom view of the article in the agent interface. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::ArticleAttachment::HTMLViewer Shows a link in the menu to go back in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Back Go back [% Env("LastScreenOverview") %] Shows a link in the menu to lock/unlock tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Lock Lock Lock / unlock this ticket AgentTicketLock Miscellaneous 800 Shows a link in the menu to access the history of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic History Show the history for this ticket AgentTicketHistory Action=AgentTicketHistory;TicketID=[% Data.TicketID | html %] TicketHistory Miscellaneous 800 Shows a link in the menu to print a ticket or an article in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Print Print this ticket AgentTicketPrint Action=AgentTicketPrint;TicketID=[% Data.TicketID | html %] target="print" TicketAction Shows a link in the menu to see the priority of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Priority Change the priority for this ticket AgentTicketPriority Action=AgentTicketPriority;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu to add a free text field in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Free Fields Change the free fields for this ticket AgentTicketFreeText Action=AgentTicketFreeText;TicketID=[% Data.TicketID | html %] TicketAction Miscellaneous 800 Shows a link in the menu that allows linking a ticket with another object in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Link Link this ticket to other objects AgentLinkObject Action=AgentLinkObject;SourceObject=Ticket;SourceKey=[% Data.TicketID | html %] TicketAction Miscellaneous 800 Shows a link in the menu to change the owner of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Owner Change the owner for this ticket AgentTicketOwner Action=AgentTicketOwner;TicketID=[% Data.TicketID | html %] TicketAction People 430 Shows a link in the menu to change the responsible agent of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Responsible Responsible Change the responsible for this ticket AgentTicketResponsible Action=AgentTicketResponsible;TicketID=[% Data.TicketID | html %] TicketAction People 430 Shows a link in the menu to change the customer who requested the ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Customer Change the customer for this ticket AgentTicketCustomer Action=AgentTicketCustomer;TicketID=[% Data.TicketID | html %] TicketAction People 430 Shows a link in the menu to add a note in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Note Add a note to this ticket AgentTicketNote Action=AgentTicketNote;TicketID=[% Data.TicketID | html %] TicketAction Communication 435 Shows a link in the menu to add a phone call outbound in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Phone Call Outbound Add an outbound phone call to this ticket AgentTicketPhoneOutbound Action=AgentTicketPhoneOutbound;TicketID=[% Data.TicketID | html %] TicketAction Communication 435 Shows a link in the menu to add a phone call inbound in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Phone Call Inbound Add an inbound phone call to this ticket AgentTicketPhoneInbound Action=AgentTicketPhoneInbound;TicketID=[% Data.TicketID | html %] TicketAction Communication 435 Shows a link in the menu to send an outbound email in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic E-Mail Outbound Send new outgoing mail from this ticket AgentTicketEmailOutbound Action=AgentTicketEmailOutbound;TicketID=[% Data.TicketID | html %] TicketAction Communication 435 Shows a link in the menu that allows merging tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Merge Merge this ticket and all articles into another ticket AgentTicketMerge Action=AgentTicketMerge;TicketID=[% Data.TicketID | html %] TicketAction Miscellaneous 800 Shows a link in the menu to set a ticket as pending in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Pending Set this ticket to pending AgentTicketPending Action=AgentTicketPending;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu for subscribing / unsubscribing from a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::TicketWatcher AgentTicketWatcher Watch Watch this ticket Shows a link in the menu to close a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Close Close this ticket AgentTicketClose Action=AgentTicketClose;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu to delete a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Delete AgentTicketMove Delete this ticket Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete Shows a link to set a ticket as junk in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar. Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic Spam AgentTicketMove Mark this ticket as junk! Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk Shows link to external page in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::View::TicketZoom::MenuModule Kernel::Output::HTML::TicketMenu::Generic External Link Open an external link! http://external-application.test/app/index.php?TicketID=[% Data.TicketID %]&queue_id=[% Data.QueueID %] _blank Miscellaneous 1 This setting shows the sorting attributes in all overview screen, not only in queue view. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketOverviewMenu::Sort Defines from which ticket attributes the agent can select the result order. Frontend::Agent::TicketOverview::MenuModule 1 1 Shows a link in the menu to lock / unlock a ticket in the ticket overviews of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Lock Lock AgentTicketLock Shows a link in the menu to zoom a ticket in the ticket overviews of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Zoom AgentTicketZoom Look into a ticket! Action=AgentTicketZoom;TicketID=[% Data.TicketID | html %] Shows a link in the menu to see the history of a ticket in every ticket overview of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic History AgentTicketHistory Show the ticket history Action=AgentTicketHistory;TicketID=[% Data.TicketID | html %] TicketHistory Shows a link in the menu to set the priority of a ticket in every ticket overview of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Priority AgentTicketPriority Change the priority for this ticket Action=AgentTicketPriority;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu to add a note to a ticket in every ticket overview of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Note AgentTicketNote Add a note to this ticket Action=AgentTicketNote;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu to close a ticket in every ticket overview of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Close AgentTicketClose Close this ticket Action=AgentTicketClose;TicketID=[% Data.TicketID | html %] TicketAction Shows a link in the menu to move a ticket in every ticket overview of the agent interface. Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Move Move AgentTicketMove Change queue! Shows a link in the menu to delete a ticket in every ticket overview of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Delete AgentTicketMove Delete this ticket Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete Shows a link in the menu to set a ticket as junk in every ticket overview of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". Frontend::Agent::TicketOverview::MenuModule Kernel::Output::HTML::TicketMenu::Generic Spam AgentTicketMove Mark as Spam! Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk Module to grant access to the owner of a ticket. Core::Ticket::Permission Kernel::System::Ticket::Permission::OwnerCheck 0 1 Optional queue limitation for the OwnerCheck permission module. If set, permission is only granted for tickets in the specified queues. Core::Ticket::Permission ro, move, note rw note Module to grant access to the agent responsible of a ticket. Core::Ticket::Permission Kernel::System::Ticket::Permission::ResponsibleCheck 0 1 Optional queue limitation for the ResponsibleCheck permission module. If set, permission is only granted for tickets in the specified queues. Core::Ticket::Permission ro, move, note rw note Module to check the group permissions for the access to tickets. Core::Ticket::Permission Kernel::System::Ticket::Permission::GroupCheck 0 1 Module to grant access to the watcher agents of a ticket. Core::Ticket::Permission Kernel::System::Ticket::Permission::WatcherCheck 0 1 Module to grant access to the creator of a ticket. Core::Ticket::Permission Kernel::System::Ticket::Permission::CreatorCheck 0 1 Optional queue limitation for the CreatorCheck permission module. If set, permission is only granted for tickets in the specified queues. Core::Ticket::Permission ro, move, note rw note Module to grant access to any agent that has been involved in a ticket in the past (based on ticket history entries). Core::Ticket::Permission Kernel::System::Ticket::Permission::InvolvedCheck 0 1 Optional queue limitation for the InvolvedCheck permission module. If set, permission is only granted for tickets in the specified queues. Core::Ticket::Permission ro, move, note rw note Module to check the group permissions for customer access to tickets. Core::Ticket::Permission Kernel::System::Ticket::CustomerPermission::GroupCheck 1 0 Module to grant access if the CustomerUserID of the ticket matches the CustomerUserID of the customer. Core::Ticket::Permission Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck 0 1 Module to grant access if the CustomerID of the ticket matches the CustomerID of the customer. Core::Ticket::Permission Kernel::System::Ticket::CustomerPermission::CustomerIDCheck 0 1 Module to grant access if the CustomerID of the customer has necessary group permissions. Core::Ticket::Permission Kernel::System::Ticket::CustomerPermission::CustomerGroupCheck 0 1 Defines how the From field from the emails (sent from answers and email tickets) should look like. Core::Ticket System Address Display Name Agent Name + FromSeparator + System Address Display Name Agent Name Defines the separator between the agents real name and the given queue email address. Core::Ticket via Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketGeneric Reminder Tickets All tickets with a reminder set where the reminder date has been reached StateType=pending reminder;SortBy=PendingTime;OrderBy=Up; UntilTime 10 rw ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 0 Parameters for the dashboard backend of the ticket escalation overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketGeneric Escalated Tickets All escalated tickets TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down; All EscalationTime 10 rw ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 0 Parameters for the dashboard backend of the new tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketGeneric New Tickets All new tickets, these tickets have not been worked on yet StateType=new; All Age 10 rw ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 0 Parameters for the dashboard backend of the open tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketGeneric Open Tickets All open tickets, these tickets have already been worked on. StateType=open; All Age 10 rw ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 0 Parameters for the dashboard backend of the ticket stats of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketStatsGeneric 7 Day Stats 1 1 rw ContentSmall 1 30 0 MyLastChangedTickets dashboard widget. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::MyLastChangedTickets My last changed tickets rw ContentSmall 10 1 2 0 Parameters for the dashboard backend of the upcoming events widget of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::Calendar Upcoming Events rw ContentSmall 6 1 2 0 Parameters for the dashboard backend of the queue overview widget of the agent interface. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "QueuePermissionGroup" is not mandatory, queues are only listed if they belong to this permission group if you enable it. "States" is a list of states, the key is the sort order of the state in the widget. "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::TicketQueueOverview Ticket Queue Overview Provides a matrix overview of the tickets per state per queue rw ContentLarge 1 SortBy=Age;OrderBy=Up 2 new open pending reminder 0 Parameters for the dashboard backend of the ticket events calendar of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. "Mandatory" determines if the plugin is always shown and can not be removed by agents. Frontend::Agent::View::Dashboard Kernel::Output::HTML::Dashboard::EventsTicketCalendar Events Ticket Calendar ContentLarge 0 0 0 Defines the calendar width in percent. Default is 95%. Frontend::Agent::View::Dashboard::EventsTicketCalendar 95 Defines queues that's tickets are used for displaying as calendar events. Frontend::Agent::View::Dashboard::EventsTicketCalendar Raw Define dynamic field name for start time. This field has to be manually added to the system as Ticket: "Date / Time" and must be activated in ticket creation screens and/or in any other ticket action screens. Frontend::Agent::View::Dashboard::EventsTicketCalendar TicketCalendarStartTime Define dynamic field name for end time. This field has to be manually added to the system as Ticket: "Date / Time" and must be activated in ticket creation screens and/or in any other ticket action screens. Frontend::Agent::View::Dashboard::EventsTicketCalendar TicketCalendarEndTime Defines the dynamic fields that are used for displaying on calendar events. Frontend::Agent::View::Dashboard::EventsTicketCalendar TicketCalendarStartTime TicketCalendarEndTime Defines the ticket fields that are going to be displayed calendar events. The "Key" defines the field or ticket attribute and the "Content" defines the display name. Frontend::Agent::View::Dashboard::EventsTicketCalendar Customer ID Customer user Priority Queue SLA Service State Title Type Defines if the values for filters should be retrieved from all available tickets. If enabled, only values which are actually used in any ticket will be available for filtering. Please note: The list of customers will always be retrieved like this. Frontend::Agent::View::Dashboard::TicketFilters 1 Parameters for the dashboard backend of the customer user list overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::CustomerUserList Customer Users All customer users of a CustomerID 10 ro ContentLarge 1 0.5 Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Reminder Tickets All tickets with a reminder set where the reminder date has been reached StateType=pending reminder;SortBy=PendingTime;OrderBy=Up; UntilTime 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the ticket escalation overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Escalated Tickets All escalated tickets TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down; All EscalationTime 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the new tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric New Tickets All new tickets, these tickets have not been worked on yet StateType=new; All Age 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the open tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Open Tickets All open tickets, these tickets have already been worked on. StateType=open; All Age 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the customer id status widget of the agent interface . "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Frontend::Agent::View::CustomerInformationCenter Kernel::Output::HTML::Dashboard::CustomerIDStatus Company Status Company Status ro ContentSmall 1 0.5 Parameters for the dashboard backend of the customer id list overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Frontend::Agent::View::CustomerUserInformationCenter Kernel::Output::HTML::Dashboard::CustomerIDList Customer IDs All CustomerIDs of a customer user. 10 ro ContentLarge 1 0.5 Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerUserInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Reminder Tickets All tickets with a reminder set where the reminder date has been reached StateType=pending reminder;SortBy=PendingTime;OrderBy=Up; UntilTime 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the ticket escalation overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerUserInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Escalated Tickets All escalated tickets TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down; All EscalationTime 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the new tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerUserInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric New Tickets All new tickets, these tickets have not been worked on yet StateType=new; All Age 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the dashboard backend of the open tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::View::CustomerUserInformationCenter Kernel::Output::HTML::Dashboard::TicketGeneric Open Tickets All open tickets, these tickets have already been worked on. StateType=open; All Age 10 ro ContentLarge 1 0.5 0 - Disabled 1 - Available 2 - Enabled by default 5 10 15 20 25 50 100 Parameters for the CustomQueue object in the preference view of the agent interface. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::CustomQueue NotificationSettings My Queues Your queue selection of your preferred queues. You also get notified about those queues via email if enabled. 1000 ro 1 Parameters for the CustomService object in the preference view of the agent interface. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::CustomService NotificationSettings My Services Your service selection of your preferred services. You also get notified about those services via email if enabled. 1000 1 Parameters for the RefreshTime object in the preference view of the agent interface. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Overview Refresh Time If enabled, the different overviews (Dashboard, LockedView, QueueView) will automatically refresh after the specified time. off 2 minutes 5 minutes 7 minutes 10 minutes 15 minutes 0 UserRefreshTime 2000 1 Parameters for the pages (in which the tickets are shown) of the small ticket overview. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Ticket Overview "Small" Limit Ticket limit per page for Ticket Overview "Small". 10 15 20 25 30 35 25 UserTicketOverviewSmallPageShown 8000 0 Parameters for the column filters of the small ticket overview. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::ColumnFilters Miscellaneous Enabled filters. Column ticket filters for Ticket Overviews type "Small". UserFilterColumnsEnabled 8100 0 Parameters for the pages (in which the tickets are shown) of the medium ticket overview. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Ticket Overview "Medium" Limit Ticket limit per page for Ticket Overview "Medium". 10 15 20 25 30 35 20 UserTicketOverviewMediumPageShown 8100 0 Parameters for the pages (in which the tickets are shown) of the ticket preview overview. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Ticket Overview "Preview" Limit Ticket limit per page for Ticket Overview "Preview". 10 15 20 25 30 35 15 UserTicketOverviewPreviewPageShown 8200 0 Parameters for the CreateNextMask object in the preference view of the agent interface. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Screen after new ticket Configure which screen should be shown after a new ticket has been created. Create Ticket Ticket Zoom UserCreateNextMask 3000 1 Parameters of the example queue attribute Comment2. Core::Queue Kernel::Output::HTML::QueuePreferences::Generic Comment2 Define the queue comment 2. TextArea 50 5 Comment2 Parameters of the example service attribute Comment2. Core::Service Kernel::Output::HTML::ServicePreferences::Generic Comment2 Define the service comment 2. TextArea 50 5 Comment2 Parameters of the example SLA attribute Comment2. Core::SLA Kernel::Output::HTML::SLAPreferences::Generic Comment2 Define the sla comment 2. TextArea 50 5 Comment2 Sends customer notifications just to the mapped customer. Core::Ticket 0 Specifies if an agent should receive email notification of his own actions. Core::Ticket 0 Determines the next screen after new customer ticket in the customer interface. Frontend::Customer::View::TicketMessage Customer ticket overview Customer ticket zoom Allows customers to set the ticket priority in the customer interface. Frontend::Customer::View::TicketMessage 1 Defines the default priority of new customer tickets in the customer interface. Frontend::Customer::View::TicketMessage 3 normal Allows customers to set the ticket queue in the customer interface. If this is not enabled, QueueDefault should be configured. Frontend::Customer::View::TicketMessage 1 Defines the default queue for new customer tickets in the customer interface. Frontend::Customer::View::TicketMessage Postmaster Allows customers to set the ticket type in the customer interface. If this is not enabled, TicketTypeDefault should be configured. Frontend::Customer::View::TicketMessage 1 Defines the default ticket type for new customer tickets in the customer interface. Frontend::Customer::View::TicketMessage Unclassified Allows customers to set the ticket service in the customer interface. Frontend::Customer::View::TicketMessage 1 Allows customers to set the ticket SLA in the customer interface. Frontend::Customer::View::TicketMessage 1 Sets if service must be selected by the customer. Frontend::Customer::View::TicketMessage 0 Sets if SLA must be selected by the customer. Frontend::Customer::View::TicketMessage 0 Defines the default state of new customer tickets in the customer interface. Frontend::Customer::View::TicketMessage new Sender type for new tickets from the customer inteface. Frontend::Customer::View::TicketMessage customer Defines the default history type in the customer interface. Frontend::Customer::View::TicketMessage WebRequestCustomer Comment for new history entries in the customer interface. Frontend::Customer::View::TicketMessage Defines the recipient target of the tickets ("Queue" shows all queues, "SystemAddress" shows only the queues which are assigned to system addresses) in the customer interface. Frontend::Customer::View::TicketMessage Queue System address Determines the strings that will be shown as recipient (To:) of the ticket in the customer interface. For Queue as CustomerPanelSelectionType, "<Queue>" shows the names of the queues, and for SystemAddress, "<Realname> <<Email>>" shows the name and email of the recipient. Frontend::Customer::View::TicketMessage <Queue> Determines which queues will be valid for ticket's recepients in the customer interface. Frontend::Customer::View::TicketMessage First Queue Second Queue Module for To-selection in new ticket screen in the customer interface. Frontend::Customer::View::TicketMessage Kernel::Output::HTML::CustomerNewTicket::QueueSelectionGeneric Determines the next screen after the follow-up screen of a zoomed ticket in the customer interface. Frontend::Customer::View::TicketZoom Customer ticket overview Customer ticket zoom Defines the default sender type for tickets in the ticket zoom screen of the customer interface. Frontend::Customer::View::TicketZoom customer Defines the history type for the ticket zoom action, which gets used for ticket history in the customer interface. Frontend::Customer::View::TicketZoom FollowUp Defines the history comment for the ticket zoom action, which gets used for ticket history in the customer interface. Frontend::Customer::View::TicketZoom Allows customers to change the ticket priority in the customer interface. Frontend::Customer::View::TicketZoom 1 Defines the default priority of follow-up customer tickets in the ticket zoom screen in the customer interface. Frontend::Customer::View::TicketZoom 3 normal Allows choosing the next compose state for customer tickets in the customer interface. Frontend::Customer::View::TicketZoom 1 Defines the default next state for a ticket after customer follow-up in the customer interface. Frontend::Customer::View::TicketZoom open Defines the next possible states for customer tickets in the customer interface. Frontend::Customer::View::TicketZoom open closed Shows the enabled ticket attributes in the customer interface (0 = Disabled and 1 = Enabled). Frontend::Customer::View::TicketZoom 1 0 1 1 0 0 0 0 Displays the accounted time for an article in the ticket zoom view. Frontend::Customer::View::TicketZoom 0 Defines the length of the article preview in the customer interface. Frontend::Customer::View::TicketZoom 150 Defines the displayed style of the From field in notes that are visible for customers. A default agent name can be defined in Ticket::Frontend::CustomerTicketZoom###DefaultAgentName setting. Frontend::Customer::View::TicketZoom The value of the From field Default agent name Defines the default agent name in the ticket zoom view of the customer interface. Frontend::Customer::View::TicketZoom Support Agent Maximum number of tickets to be displayed in the result of a search in the customer interface. Frontend::Customer::View::TicketSearch 5000 Number of tickets to be displayed in each page of a search result in the customer interface. Frontend::Customer::View::TicketSearch 40 Defines the default ticket attribute for ticket sorting in a ticket search of the customer interface. Frontend::Customer::View::TicketSearch Age TicketNumber Title Queue Priority EscalationTime Defines the default ticket order of a search result in the customer interface. Up: oldest on top. Down: latest on top. Frontend::Customer::View::TicketSearch Down Up Allows extended search conditions in ticket search of the customer interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)". Frontend::Customer::View::TicketSearch 1 If enabled, the customer can search for tickets in all services (regardless what services are assigned to the customer). Frontend::Customer::View::TicketSearch 0 Exports the whole article tree in search result (it can affect the system performance). Frontend::Customer::View::TicketSearch 0 Data used to export the search result in CSV format. Frontend::Customer::View::TicketSearch TicketNumber Age Created Closed State Priority Lock CustomerID CustomerName From Subject Defines all the parameters for the ShownTickets object in the customer preferences of the customer interface. Frontend::Customer::View::Preferences Kernel::Output::HTML::Preferences::Generic UserProfile Number of displayed tickets Tickets per page Select how many tickets should be shown in overviews by default. 15 20 25 30 25 UserShowTickets 4000 1 Defines all the parameters for the RefreshTime object in the customer preferences of the customer interface. Frontend::Customer::View::Preferences Kernel::Output::HTML::Preferences::Generic UserProfile Ticket overview Select after which period ticket overviews should refresh automatically. Refresh interval off 2 minutes 5 minutes 7 minutes 10 minutes 15 minutes UserRefreshTime 0 4000 1 Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface. Frontend::Agent AgentDashboard Default queue ID used by the system in the agent interface. Frontend::Agent 0 Default ticket ID used by the system in the agent interface. Frontend::Agent Defines the default used Frontend-Module if no Action parameter given in the url on the customer interface. Frontend::Customer CustomerTicketOverview Default ticket ID used by the system in the customer interface. Frontend::Customer Module to generate html OpenSearch profile for short ticket search in the customer interface. Frontend::Customer Kernel::Output::HTML::HeaderMeta::CustomerTicketSearch CustomerTicketSearch Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Overview of all open Tickets. QueueView Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AgentTicketQueue.css Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Overview of all Tickets per assigned Queue. Queue view Action=AgentTicketQueue Ticket o 100 Overview of all Tickets per assigned Queue. Tickets Action=AgentTicketQueue Ticket Menu ItemArea t 200 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Overview of all open Tickets. ServiceView Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AgentTicketService.css Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Overview of all open Tickets. Service view Action=AgentTicketService Ticket i 105 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Create new phone ticket. New phone ticket Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketPhone.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Create new phone ticket (inbound). New phone ticket Action=AgentTicketPhone Ticket n 200 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Phone Call. Phone-Ticket Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketPhoneCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Incoming Phone Call. Phone-Ticket Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketPhoneCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Create new email ticket. New email ticket Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketEmail.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Create new email ticket and send this out (outbound). New email ticket Action=AgentTicketEmail Ticket m 210 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Search Ticket. Search Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Search Tickets. Search Action=AgentTicketSearch onclick="window.setTimeout(function(){Core.Agent.Search.OpenSearchDialog('AgentTicketSearch');}, 0); return false;" Ticket s 300 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Locked Tickets. Locked Tickets Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AgentTicketQueue.css Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Responsible Tickets. Responsible Tickets Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Watched Tickets. Watched Tickets Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AgentTicketQueue.css Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Znuny.Agent.TicketWatch.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Agent Customer Search. Agent Customer Search Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Agent User Search. Agent User Search Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Overview of all open tickets. Status view Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Overview of all open Tickets. Status view Action=AgentTicketStatusView Ticket v 110 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Overview of all escalated tickets. Escalation view Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.AllocationList.css Core.UI.AllocationList.js Core.Agent.TableFilters.js Core.Agent.Overview.js Core.Agent.TicketSplit.js Main menu item registration. Frontend::Agent::ModuleRegistration::MainMenu Overview Escalated Tickets. Escalation view Action=AgentTicketEscalationView Ticket e 120 Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Compat module for AgentZoom to AgentTicketZoom. Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Zoom. Zoom Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketProcess.css Core.Agent.TicketMenuModuleCluster.css Core.AllocationList.css thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js Core.Agent.TicketSplit.js Core.Agent.TicketZoom.js Core.UI.AllocationList.js Core.UI.Table.Sort.js Core.Agent.LinkObject.js Core.Agent.TableFilters.js Core.Agent.TicketFormDraft.js Core.Agent.TicketNoteToLinkedTicket.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket To download attachments. Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket To view HTML attachments. Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket plain view of an email. Plain Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Note. Note Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Merge. Merge Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketMerge.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Pending. Pending Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration A TicketWatcher Module. Ticket-Watcher Ticket Watcher Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Priority. Priority Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Lock. Lock Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Move. Move Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketMove.js Core.Agent.TicketFormDraft.js Determines the next screen after the ticket is moved. LastScreenOverview will return the last overview screen (e.g. search results, queueview, dashboard). TicketZoom will return to the TicketZoom. Frontend::Agent::View::TicketMove Ticket Zoom Last Screen Overview Sets the default subject for notes added in the ticket move screen of the agent interface. Frontend::Agent::View::TicketMove Sets the default body text for notes added in the ticket move screen of the agent interface. Frontend::Agent::View::TicketMove Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketMove 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketMove 100px Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket History. History Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketHistory.css Core.Agent.TicketHistory.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Owner. Owner Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Responsible. Responsible Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Compose email Answer. Compose Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketCompose.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Compose Bounce Email. Bounce Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketBounce.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Forward Email. Forward Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketForward.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Outbound Email. Email Outbound Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketEmailOutbound.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Resend Ticket Email. Email Resend Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketEmailResend.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Customer. Customer Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.CustomerSearchAutoComplete.js Core.Agent.TicketAction.js Core.Agent.TicketSplit.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Close. Close Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket FreeText. Free Fields Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketActionCommon.js Core.Agent.TicketFormDraft.js Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket Print. Print Ticket Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket bulk module. Bulk Action Ticket Loader module registration for the agent interface. Frontend::Agent::ModuleRegistration::Loader Core.Agent.TicketAction.js Core.Agent.TicketBulk.js Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Access Control Lists (ACL) Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.ACL.css Core.Agent.Admin.ACL.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Access Control Lists (ACL) Automation Configure and manage ACLs. fa-check-square-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Queues Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Queue.js Core.Agent.Admin.SysConfig.Entity.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Queues Ticket Create and manage queues. fa-folder Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Templates Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Template.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Templates Ticket Create and manage templates. fa-file-text-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Templates ↔ Queues Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.QueueTemplates.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Templates ↔ Queues Ticket Link templates to queues. fa-file-text-o fa-folder-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Auto Responses Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.AutoResponse.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Auto Responses Ticket Create and manage responses that are automatically sent. fa-reply Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Queues ↔ Auto Responses Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.QueueAutoResponse.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Queues ↔ Auto Responses Ticket Link queues to auto responses. fa-reply fa-folder-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Attachments Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Attachment.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Attachments Ticket Create and manage attachments. fa-paperclip Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Templates ↔ Attachments Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.TemplateAttachment.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Templates ↔ Attachments Ticket Link templates to attachments. fa-paperclip fa-file-text-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Salutations Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Salutation.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Salutations Ticket Create and manage salutations. fa-comment-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Signatures Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Signature.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Signatures Ticket Create and manage signatures. fa-file-text-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Email Addresses Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.SystemAddress.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Email Addresses Communication Set sender email addresses for this system. fa-at Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Ticket Notifications Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.NotificationEvent.css Core.Agent.Admin.NotificationEvent.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Ticket Notifications Communication Create and manage ticket notifications. fa-bell-o Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Services Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Service.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Services Ticket Create and manage services. fa-wrench Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Service Level Agreements Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.SLA.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Service Level Agreements Ticket Create and manage Service Level Agreements (SLAs). fa-ticket Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Types Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Type.js Core.Agent.Admin.SysConfig.Entity.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Types Ticket Create and manage ticket types. fa-ticket Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. States Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.State.js Core.Agent.Admin.SysConfig.Entity.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin States Ticket Create and manage ticket states. fa-ticket Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Priorities Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.Priority.js Core.Agent.Admin.SysConfig.Entity.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Priorities Ticket Create and manage ticket priorities. fa-list-ol Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. GenericAgent Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.GenericAgent.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin GenericAgent Automation Manage tasks triggered by event or time based execution. fa-database Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate). Core::Event::Ticket Kernel::System::Ticket::Event::GenericAgent 1 Allows extended search conditions in ticket search of the generic agent interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)". Core::Ticket 1 Set the limit of tickets that will be executed on a single genericagent job execution. Core::Ticket 4000 Allows generic agent to execute custom modules. Core::Ticket 1 Unlock tickets whenever a note is added and the owner is out of office. Core::Ticket 1 Include unknown customers in ticket filter. Core::Ticket 0 List of all ticket events to be displayed in the GUI. Frontend::Admin TicketCreate TicketDelete TicketTitleUpdate TicketUnlockTimeoutUpdate TicketQueueUpdate TicketTypeUpdate TicketServiceUpdate TicketSLAUpdate TicketCustomerUpdate TicketPendingTimeUpdate TicketLockUpdate TicketArchiveFlagUpdate TicketStateUpdate TicketOwnerUpdate TicketResponsibleUpdate TicketPriorityUpdate HistoryAdd HistoryDelete TicketAccountTime TicketMerge TicketSubscribe TicketUnsubscribe TicketFlagSet TicketFlagDelete EscalationResponseTimeNotifyBefore EscalationUpdateTimeNotifyBefore EscalationSolutionTimeNotifyBefore EscalationResponseTimeStart EscalationUpdateTimeStart EscalationSolutionTimeStart EscalationResponseTimeStop EscalationUpdateTimeStop EscalationSolutionTimeStop NotificationNewTicket NotificationFollowUp NotificationLockTimeout NotificationOwnerUpdate NotificationResponsibleUpdate NotificationAddNote NotificationMove NotificationPendingReminder NotificationEscalation NotificationEscalationNotifyBefore NotificationServiceUpdate TicketAllChildrenClosed List of all article events to be displayed in the GUI. Frontend::Admin ArticleCreate ArticleUpdate ArticleSend ArticleBounce ArticleAgentNotification ArticleCustomerNotification ArticleAutoResponse ArticleFlagSet ArticleFlagDelete ArticleEmailSendingQueued ArticleEmailSendingSent ArticleEmailSendingError ArticleCreateTransmissionError ArticleUpdateTransmissionError UserMention List of all queue events to be displayed in the GUI. Frontend::Admin QueueCreate QueueUpdate Event module that performs an update statement on TicketIndex to rename the queue name there if needed and if StaticDB is actually used. Core::Event::Queue Kernel::System::Queue::Event::TicketAcceleratorUpdate \AQueueUpdate\z 0 Uses richtext for viewing and editing ticket notification. Frontend::Admin::View::NotificationEvent 1 Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Admin::View::NotificationEvent 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Admin::View::NotificationEvent 320px Ignores not ticket related attributes. Core::Event::Ticket::NotificationEvent 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Defines all the parameters for this notification transport. Frontend::Admin::View::NotificationEvent Kernel::System::Ticket::Event::NotificationEvent::Transport::Email Email fa fa-envelope 100 1 Transport selection for ticket notifications. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::NotificationEvent NotificationSettings Ticket notifications Choose for which kind of ticket changes you want to receive notifications. Please note that you can't completely disable notifications marked as mandatory. AdminNotifcationEventTransport 8000 1 Defines the number of character per line used in case an HTML article preview replacement on TemplateGenerator for EventNotifications. Frontend::Admin::View::NotificationEvent 80 Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Overview of customer tickets. Ticket Overview Main menu item registration. Frontend::Customer::ModuleRegistration::MainMenu Tickets. My Tickets Action=CustomerTicketOverview;Subaction=MyTickets Ticket Menu m 100 Company Tickets. Company Tickets Action=CustomerTicketOverview;Subaction=CompanyTickets Ticket Menu t 120 Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Create tickets. Ticket Create Ticket Loader module registration for the customer interface. Frontend::Customer::ModuleRegistration::Loader Core.Customer.TicketMessage.js Main menu item registration. Frontend::Customer::ModuleRegistration::MainMenu Create new Ticket. Create Ticket Action=CustomerTicketMessage Ticket Menu n 100 Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Ticket zoom view. Ticket Zoom Loader module registration for the customer interface. Frontend::Customer::ModuleRegistration::Loader Core.Customer.TicketZoom.js Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Customer Ticket Print Module. Print Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration To download attachments. Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Ticket To view HTML attachments. Frontend module registration for the customer interface. Frontend::Customer::ModuleRegistration Customer ticket search. Ticket Search Loader module registration for the customer interface. Frontend::Customer::ModuleRegistration::Loader Core.Customer.TicketSearch.js Main menu item registration. Frontend::Customer::ModuleRegistration::MainMenu Search tickets. Ticket Search Action=CustomerTicketSearch Ticket Menu s 300 ACL module that allows closing parent tickets only if all its children are already closed ("State" shows which states are not available for the parent ticket until all child tickets are closed). Core::Ticket::ACL Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds closed successful closed unsuccessful Default ACL values for ticket actions. Core::Ticket::ACL Defines which items are available in first level of the ACL structure. Core::Ticket::ACL Properties PropertiesDatabase Defines which items are available in first level of the ACL structure. Core::Ticket::ACL Possible PossibleAdd PossibleNot Defines which items are available in second level of the ACL structure. Core::Ticket::ACL Ticket Action ActivityDialog Process Defines which items are available in second level of the ACL structure. Core::Ticket::ACL Ticket Action ActivityDialog Process Defines which items are available in second level of the ACL structure. Core::Ticket::ACL Ticket Action ActivityDialog Process Defines which items are available in second level of the ACL structure. Core::Ticket::ACL User CustomerUser Queue Service Type Priority SLA State Owner Process Responsible DynamicField Frontend Ticket Defines which items are available in second level of the ACL structure. Core::Ticket::ACL User CustomerUser Queue Service Type Priority SLA State Owner Process Responsible DynamicField Ticket Defines which items are available for 'Action' in third level of the ACL structure. Core::Ticket::ACL AgentAppointmentCalendarOverview AgentTicketBounce AgentTicketBulk AgentTicketClose AgentTicketCompose AgentTicketCustomer AgentTicketForward AgentTicketEmail AgentTicketEmailOutbound AgentTicketEmailResend AgentTicketFreeText AgentTicketHistory AgentTicketLink AgentTicketLock AgentTicketMarkSeenUnseen AgentTicketMerge AgentTicketMove AgentTicketNote AgentTicketNoteToLinkedTicket AgentTicketOwner AgentTicketPending AgentTicketPhone AgentTicketPhoneInbound AgentTicketPhoneOutbound AgentTicketPlain AgentTicketPrint AgentTicketPriority AgentTicketProcess AgentTicketResponsible AgentTicketSearch AgentTicketWatcher AgentTicketZoom AgentLinkObject AgentSplitSelection CustomerTicketMessage CustomerTicketPrint CustomerTicketProcess CustomerTicketZoom Cache time in seconds for the DB ACL backend. Core::Ticket::ACL 3600 If enabled debugging information for ACLs is logged. Core::Ticket::ACL 0 Defines the priority in which the information is logged and presented. Core::Ticket::ACL Debug Info Notice Error Filter for debugging ACLs. Note: More ticket attributes can be added in the format <OTRS_TICKET_Attribute> e.g. <OTRS_TICKET_Priority>. Core::Ticket::ACL Maximal auto email responses to own email-address a day (Loop-Protection). Core::Email::PostMaster 40 Maximal auto email responses to own email-address a day, configurable by email address (Loop-Protection). Core::Email::PostMaster Maximal size in KBytes for mails that can be fetched via POP3/POP3S/IMAP/IMAPS (KBytes). Core::Email::PostMaster 16384 The maximum number of mails fetched at once before reconnecting to the server. Core::Email::PostMaster 20 Default loop protection module. Core::Email::PostMaster Kernel::System::PostMaster::LoopProtection::DB Path for the log file (it only applies if "FS" was selected for LoopProtectionModule and it is mandatory). Core::Email::PostMaster <OTRS_CONFIG_Home>/var/log/LoopProtection Converts HTML mails into text messages. Core::Email::PostMaster 1 Specifies user id of the postmaster data base. Core::Email::PostMaster 1 Defines the postmaster default queue. Core::Email::PostMaster Raw Defines the default priority of new tickets. Core::Email::PostMaster 3 normal Defines the default state of new tickets. Core::Email::PostMaster new Defines the state of a ticket if it gets a follow-up. Core::Email::PostMaster open Defines the state of a ticket if it gets a follow-up and the ticket was already closed. Core::Email::PostMaster open Defines the PostMaster header to be used on the filter for keeping the current state of the ticket. Core::Email::PostMaster X-OTRS-FollowUp-State-Keep Sends agent follow-up notification only to the owner, if a ticket is unlocked (the default is to send the notification to all agents). Core::Email::PostMaster 0 Defines the number of header fields in frontend modules for add and update postmaster filters. It can be up to 99 fields. Core::Email::PostMaster 12 Indicates if a bounce e-mail should always be treated as normal follow-up. Core::Email::PostMaster 1 Defines all the X-headers that should be scanned. Core::Email::PostMaster From To Cc Reply-To ReplyTo Subject Message-ID Message-Id Resent-To Resent-From Precedence Mailing-List List-Id List-Archive Errors-To References In-Reply-To Auto-Submitted X-Loop X-Spam X-Spam-Flag X-Spam-Level X-Spam-Score X-Spam-Status X-No-Loop X-Priority Importance X-Mailer User-Agent Organization X-Original-To Delivered-To Envelope-To X-Envelope-To Return-Path X-OTRS-AttachmentExists X-OTRS-AttachmentCount X-OTRS-Owner X-OTRS-OwnerID X-OTRS-Responsible X-OTRS-ResponsibleID X-OTRS-Loop X-OTRS-Priority X-OTRS-PriorityID X-OTRS-Queue X-OTRS-QueueID X-OTRS-Lock X-OTRS-Ignore X-OTRS-State X-OTRS-StateID X-OTRS-State-PendingTime X-OTRS-Type X-OTRS-TypeID X-OTRS-Service X-OTRS-ServiceID X-OTRS-SLA X-OTRS-SLAID X-OTRS-Title X-OTRS-CustomerNo X-OTRS-CustomerUser X-OTRS-SenderType X-OTRS-IsVisibleForCustomer X-OTRS-FollowUp-Owner X-OTRS-FollowUp-OwnerID X-OTRS-FollowUp-Responsible X-OTRS-FollowUp-ResponsibleID X-OTRS-FollowUp-Priority X-OTRS-FollowUp-PriorityID X-OTRS-FollowUp-Queue X-OTRS-FollowUp-QueueID X-OTRS-FollowUp-Lock X-OTRS-FollowUp-State X-OTRS-FollowUp-StateID X-OTRS-FollowUp-State-PendingTime X-OTRS-FollowUp-Type X-OTRS-FollowUp-TypeID X-OTRS-FollowUp-Service X-OTRS-FollowUp-ServiceID X-OTRS-FollowUp-SLA X-OTRS-FollowUp-SLAID X-OTRS-FollowUp-SenderType X-OTRS-FollowUp-IsVisibleForCustomer X-OTRS-FollowUp-Title X-OTRS-FollowUp-State-Keep X-OTRS-BodyDecrypted Module to filter and manipulate incoming messages. Block/ignore all spam email with From: noreply@ address. Core::Email::PostMaster Kernel::System::PostMaster::Filter::Match noreply@ yes Module to filter and manipulate incoming messages. Get a 4 digit number to ticket free text, use regex in Match e. g. From => '(.+?)@.+?', and use () as [***] in Set =>. Core::Email::PostMaster Kernel::System::PostMaster::Filter::Match SomeNumber:(\d\d\d\d) SomeNumber [***] Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address. Core::Email::PostMaster Kernel::System::PostMaster::Filter::NewTicketReject @example.com yes Defines the sender for rejected emails. Core::Email::PostMaster noreply@example.com Defines the subject for rejected emails. Core::Email::PostMaster Email Rejected Defines the body text for rejected emails. Core::Email::PostMaster Dear Customer, Unfortunately we could not detect a valid ticket number in your subject, so this email can't be processed. Please create a new ticket via the customer panel. Thanks for your help! Your Helpdesk Team Module to use database filter storage. Core::Email::PostMaster Kernel::System::PostMaster::Filter::MatchDBSource Module to check if arrived emails should be marked as internal (because of original forwarded internal email). IsVisibleForCustomer and SenderType define the values for the arrived email/article. Core::Email::PostMaster Kernel::System::PostMaster::Filter::FollowUpArticleVisibilityCheck 0 customer Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the 'NumberRegExp' expression will be used as the ticket number value. Core::Email::PostMaster Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Some Description \s*@example.com \s*@example.com \s*@example.com \s*Incident-(\d.*)\s* 1 1 new;open Name_X system 1 Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the 'NumberRegExp' expression will be used as the ticket number value. Core::Email::PostMaster Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Some Description \s*@example.com \s*@example.com \s*@example.com \s*Incident-(\d.*)\s* 1 1 new;open Name_X system 1 Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the 'NumberRegExp' expression will be used as the ticket number value. Core::Email::PostMaster Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Some Description \s*@example.com \s*@example.com \s*@example.com \s*Incident-(\d.*)\s* 1 1 new;open Name_X system 1 Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the 'NumberRegExp' expression will be used as the ticket number value. Core::Email::PostMaster Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Some Description \s*@example.com \s*@example.com \s*@example.com \s*Incident-(\d.*)\s* 1 1 new;open Name_X system 1 Module to filter encrypted bodies of incoming messages. Core::Email::PostMaster Kernel::System::PostMaster::Filter::Decrypt 0 Module to fetch customer users SMIME certificates of incoming messages. Core::Email::PostMaster Kernel::System::PostMaster::Filter::SMIMEFetchFromCustomer Module to check if a incoming e-mail message is bounce. Core::Email::PostMaster Kernel::System::PostMaster::Filter::DetectBounceEmail Module used to detect if attachments are present. Core::Email::PostMaster Kernel::System::PostMaster::Filter::DetectAttachment Executes follow-up checks on Znuny Header 'X-OTRS-Bounce'. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::BounceEmail Checks if an E-Mail is a followup to an existing ticket by searching the subject for a valid ticket number. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::Subject Executes follow-up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::References Executes follow-up checks on email body for mails that don't have a ticket number in the subject. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::Body Executes follow-up checks on attachment contents for mails that don't have a ticket number in the subject. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::Attachments Executes follow-up checks on the raw source email for mails that don't have a ticket number in the subject. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::RawEmail Checks if an email is a follow-up to an existing ticket with external ticket number which can be found by ExternalTicketNumberRecognition filter module. Core::Email::PostMaster Kernel::System::PostMaster::FollowUpCheck::ExternalTicketNumberRecognition Controls if CustomerID is automatically copied from the sender address for unknown customers. Core::Email::PostMaster 1 If this regex matches, no message will be send by the autoresponder. Core::Email::PostMaster (MAILER-DAEMON|postmaster|abuse)@.+?\..+? If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. If this option is not enabled, no autoresponses will be sent. Core::Email::PostMaster 1 Links 2 tickets with a "Normal" type link. Core::LinkObject Ticket Ticket Normal Links 2 tickets with a "ParentChild" type link. Core::LinkObject Ticket Ticket ParentChild Defines, which tickets of which ticket state types should not be listed in linked ticket lists. Core::LinkObject merged removed For these state types the ticket numbers are striked through in the link table. Core::LinkObject merged Module to generate ticket statistics. Core::Stats Kernel::System::Stats::Dynamic::Ticket Determines if the statistics module may generate ticket lists. Core::Stats Kernel::System::Stats::Dynamic::TicketList Module to generate accounted time ticket statistics. Core::Stats Kernel::System::Stats::Dynamic::TicketAccountedTime Module to generate ticket solution and response time statistics. Core::Stats Kernel::System::Stats::Dynamic::TicketSolutionResponseTime Set the default height (in pixels) of inline HTML articles in AgentTicketZoom. Frontend::Agent::View::TicketZoom 100 Set the maximum height (in pixels) of inline HTML articles in AgentTicketZoom. Frontend::Agent::View::TicketZoom 2500 The maximal number of articles expanded on a single page in AgentTicketZoom. Frontend::Agent::View::TicketZoom 400 The maximal number of articles shown on a single page in AgentTicketZoom. Frontend::Agent::View::TicketZoom 1000 Show article as rich text even if rich text writing is disabled. Frontend::Agent::View::TicketZoom Based on global RichText setting Always show RichText if available Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields GUI Admin Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.css Core.Agent.Admin.DynamicField.js Core.Agent.Admin.SysConfig.Entity.js Main menu item registration. Frontend::Admin::ModuleRegistration::MainMenu Admin area navigation for the agent interface. Frontend::Admin::ModuleRegistration::AdminOverview admin Kernel::Output::HTML::NavBar::ModuleAdmin Dynamic Fields Automation Create and manage dynamic fields. fa-align-left Parameters for the pages (in which the dynamic fields are shown) of the dynamic fields overview. Please note: setting 'Active' to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user's behalf. Use 'PreferenceGroup' to control in which area these settings should be shown in the user interface. Frontend::Agent::View::Preferences Kernel::Output::HTML::Preferences::Generic Miscellaneous Dynamic Fields Overview Limit Dynamic fields limit per page for Dynamic Fields Overview. 10 15 20 25 30 35 25 AdminDynamicFieldsOverviewPageShown 8000 0 Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields Text Backend GUI Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.js Core.Agent.Admin.DynamicFieldText.js Core.Agent.Admin.SysConfig.Entity.js Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields Checkbox Backend GUI Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.js Core.Agent.Admin.DynamicFieldCheckbox.js Core.Agent.Admin.SysConfig.Entity.js Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields Drop-down Backend GUI Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.css Core.Agent.Admin.DynamicField.js Core.Agent.Admin.DynamicFieldDropdown.js Core.Agent.Admin.SysConfig.Entity.js Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields Date Time Backend GUI Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.css Core.Agent.Admin.DynamicField.js Core.Agent.Admin.DynamicFieldDateTime.js Core.Agent.Admin.SysConfig.Entity.js Frontend module registration for the agent interface. Frontend::Admin::ModuleRegistration admin This module is part of the admin area of Znuny. Dynamic Fields Multiselect Backend GUI Loader module registration for the agent interface. Frontend::Admin::ModuleRegistration::Loader Core.Agent.Admin.DynamicField.css Core.Agent.Admin.DynamicField.js Core.Agent.Admin.DynamicFieldMultiselect.js Core.Agent.Admin.SysConfig.Entity.js DynamicField object registration. Core::DynamicFields::ObjectTypeRegistration Article Kernel::System::DynamicField::ObjectType::Article 110 DynamicField object registration. Core::DynamicFields::ObjectTypeRegistration Ticket Kernel::System::DynamicField::ObjectType::Ticket 100 DynamicField backend registration. Core::DynamicFields::DriverRegistration Text Kernel::System::DynamicField::Driver::Text AdminDynamicFieldText DynamicField backend registration. Core::DynamicFields::DriverRegistration Textarea Kernel::System::DynamicField::Driver::TextArea AdminDynamicFieldText DynamicField backend registration. Core::DynamicFields::DriverRegistration Checkbox Kernel::System::DynamicField::Driver::Checkbox AdminDynamicFieldCheckbox DynamicField backend registration. Core::DynamicFields::DriverRegistration Dropdown Kernel::System::DynamicField::Driver::Dropdown AdminDynamicFieldDropdown DynamicField backend registration. Core::DynamicFields::DriverRegistration Date / Time Kernel::System::DynamicField::Driver::DateTime AdminDynamicFieldDateTime DynamicField backend registration. Core::DynamicFields::DriverRegistration Date Kernel::System::DynamicField::Driver::Date AdminDynamicFieldDateTime DynamicField backend registration. Core::DynamicFields::DriverRegistration Multiselect Kernel::System::DynamicField::Driver::Multiselect AdminDynamicFieldMultiselect , Dynamic fields shown in the ticket close screen of the agent interface. Frontend::Agent::View::TicketClose 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket compose screen of the agent interface. Frontend::Agent::View::TicketCompose 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket email screen of the agent interface. Frontend::Agent::View::TicketEmailNew 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket free text screen of the agent interface. Frontend::Agent::View::TicketFreeText 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket forward screen of the agent interface. Frontend::Agent::View::TicketForward 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the email outbound screen of the agent interface. Frontend::Agent::View::TicketEmailOutbound 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket move screen of the agent interface. Frontend::Agent::View::TicketMove 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket note screen of the agent interface. Frontend::Agent::View::TicketNote 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket owner screen of the agent interface. Frontend::Agent::View::TicketOwner 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket pending screen of the agent interface. Frontend::Agent::View::TicketPending 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket phone screen of the agent interface. Frontend::Agent::View::TicketPhoneNew 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket phone inbound screen of the agent interface. Frontend::Agent::View::TicketPhoneInbound 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket phone outbound screen of the agent interface. Frontend::Agent::View::TicketPhoneOutbound 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket priority screen of the agent interface. Frontend::Agent::View::TicketPriority 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket responsible screen of the agent interface. Frontend::Agent::View::TicketResponsible 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields options shown in the ticket message screen of the customer interface. NOTE. If you want to display these fields also in the ticket zoom of the customer interface, you have to enable them in CustomerTicketZoom###DynamicField. Frontend::Customer::View::TicketMessage 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket small format overview screen of the agent interface. Frontend::Agent::TicketOverview 0 - Disabled 1 - Available 2 - Enabled by default Dynamic fields shown in the ticket medium format overview screen of the agent interface. Frontend::Agent::TicketOverview 0 - Disabled 1 - Enabled Dynamic fields shown in the ticket preview format overview screen of the agent interface. Frontend::Agent::TicketOverview 0 - Disabled 1 - Enabled Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface. Frontend::Agent::View::TicketZoom 0 - Disabled 1 - Enabled AgentTicketZoom widget that displays ticket data in the side bar. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::TicketZoom::TicketInformation Sidebar AgentTicketZoom widget that displays customer information for the ticket in the side bar. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::TicketZoom::CustomerInformation Sidebar 1 AgentTicketZoom widget that displays a table of objects linked to the ticket. Frontend::Agent::View::TicketZoom Kernel::Output::HTML::TicketZoom::LinkTable Dynamic fields shown in the ticket zoom screen of the customer interface. Frontend::Customer::View::TicketZoom 0 - Disabled 1 - Enabled Dynamic fields options shown in the ticket reply section in the ticket zoom screen of the customer interface. Frontend::Customer::View::TicketZoom 0 - Disabled 1 - Enabled 2 - Enabled and required Dynamic fields shown in the ticket print screen of the agent interface. Frontend::Agent::View::TicketPrint 0 - Disabled 1 - Enabled Dynamic fields shown in the ticket print screen of the customer interface. Frontend::Customer::View::TicketPrint 0 - Disabled 1 - Enabled Dynamic fields shown in the ticket search screen of the agent interface. Frontend::Agent::View::TicketSearch 0 - Disabled 1 - Enabled 2 - Enabled and shown by default Defines the default shown ticket search attribute for ticket search screen. Example: "Key" must have the name of the Dynamic Field in this case 'X', "Content" must have the value of the Dynamic Field depending on the Dynamic Field type, Text: 'a text', Dropdown: '1', Date/Time: 'Search_DynamicField_XTimeSlotStartYear=1974; Search_DynamicField_XTimeSlotStartMonth=01; Search_DynamicField_XTimeSlotStartDay=26; Search_DynamicField_XTimeSlotStartHour=00; Search_DynamicField_XTimeSlotStartMinute=00; Search_DynamicField_XTimeSlotStartSecond=00; Search_DynamicField_XTimeSlotStopYear=2013; Search_DynamicField_XTimeSlotStopMonth=01; Search_DynamicField_XTimeSlotStopDay=26; Search_DynamicField_XTimeSlotStopHour=23; Search_DynamicField_XTimeSlotStopMinute=59; Search_DynamicField_XTimeSlotStopSecond=59;' and or 'Search_DynamicField_XTimePointFormat=week; Search_DynamicField_XTimePointStart=Before; Search_DynamicField_XTimePointValue=7';. Frontend::Agent::View::TicketSearch Dynamic Fields used to export the search result in CSV format. Frontend::Agent::View::TicketSearch 0 - Disabled 1 - Enabled Dynamic fields shown in the ticket search screen of the customer interface. Frontend::Customer::View::TicketSearch 0 - Disabled 1 - Enabled Dynamic fields shown in the ticket search overview results screen of the customer interface. Frontend::Customer::View::TicketSearch 0 - Disabled 1 - Enabled Dynamic Fields used to export the search result in CSV format. Frontend::Customer::View::TicketSearch 0 - Disabled 1 - Enabled Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate). This is only possible if all Ticket dynamic fields need the same event. Core::Event::Ticket Kernel::System::Ticket::Event::TicketDynamicFieldDefault 1 Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Field1 Default \ATicketCreate\z Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (https://doc.znuny.org/manual/developer/), chapter "Ticket Event Module". Core::Ticket::DynamicFieldDefault Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketNote 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketNote 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketOwner 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketOwner 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPending 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPending 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailNew 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailNew 320px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneNew 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneNew 320px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneInbound 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneInbound 200px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneOutbound 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPhoneOutbound 200px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketClose 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketClose 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketFreeText 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketFreeText 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPriority 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketPriority 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketResponsible 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketResponsible 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketForward 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketForward 100px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailOutbound 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailOutbound 300px Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketMerge 100% Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailResend 100% Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketEmailResend 300px Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative). Frontend::Agent::View::TicketMerge 100px Defines the list of types for templates. Core::Ticket Answer Create Email Forward Note Phone call Process Management Snippet List of default Standard Templates which are assigned automatically to new Queues upon creation. Core::Ticket General ticket data shown in the ticket overviews (fall-back). Note that TicketNumber can not be disabled, because it is necessary. Frontend::Agent 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the status view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketStatus 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the queue view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketQueue 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the responsible view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketResponsible 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the watch view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketWatch 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the locked view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketLocked 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the escalation view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketEscalation 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the ticket search result view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketSearch 0 - Disabled 1 - Available 2 - Enabled by default Columns that can be filtered in the service view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed. Frontend::Agent::View::TicketService 0 - Disabled 1 - Available 2 - Enabled by default Frontend module registration (disable AgentTicketService link if Ticket Service feature is not used). Frontend::Agent::ModuleRegistration Kernel::Output::HTML::NavBar::AgentTicketService Default display type for recipient (To,Cc) names in AgentTicketZoom and CustomerTicketZoom. Core::Ticket Full value Display name Default display type for sender (From) names in AgentTicketZoom and CustomerTicketZoom. Core::Ticket Full value Display name Define Actions where a settings button is available in the linked objects widget (LinkObject::ViewMode = "complex"). Please note that these Actions must have registered the following JS and CSS files: Core.AllocationList.css, Core.UI.AllocationList.js, Core.UI.Table.Sort.js, Core.Agent.TableFilters.js. Frontend::Agent::LinkObject AgentTicketZoom Define which columns are shown in the linked tickets widget (LinkObject::ViewMode = "complex"). Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Frontend::Agent::LinkObject Kernel::Output::HTML::LinkObject::Ticket.pm 0 - Disabled 1 - Available 2 - Enabled by default 110 120 310 240 250 260 320 160 150 140 170 100 200 220 130 210 230 300 280 190 290 180 270 Whether or not to collect meta information from articles using filters configured in Ticket::Frontend::ZoomCollectMetaFilters. Frontend::Agent::View::TicketZoom 0 Defines a filter to collect CVE numbers from article texts in AgentTicketZoom. The results will be displayed in a meta box next to the article. Fill in URLPreview if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus won't work with the preview mode. Frontend::Agent::View::TicketZoom (CVE|CAN)\-(\d{3,4})\-(\d{2,}) CVE Mitre http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3> http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3> _blank Defines a filter to collect CVE numbers from article texts in AgentTicketZoom. The results will be displayed in a meta box next to the article. Fill in URLPreview if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus won't work with the preview mode. Frontend::Agent::View::TicketZoom (CVE|CAN)\-(\d{3,4})\-(\d{2,}) CVE Google Search http://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3> _blank Frontend module registration for the agent interface. Frontend::Agent::ModuleRegistration Ticket split dialog. Sets the default link type of split tickets in the agent interface. Frontend::Agent::View::TicketEmailNew ParentChild Target Sets the default link type of split tickets in the agent interface. Frontend::Agent::View::TicketProcess ParentChild Target Defines available article actions for Internal articles. Frontend::Agent::View::TicketZoom::ArticleAction Kernel::Output::HTML::ArticleAction::AgentTicketCompose 100 1 Kernel::Output::HTML::ArticleAction::AgentTicketForward 200 1 Kernel::Output::HTML::ArticleAction::AgentTicketBounce 300 1 Kernel::Output::HTML::ArticleAction::AgentTicketPhone 400 1 Kernel::Output::HTML::ArticleAction::AgentTicketPrint 500 1 Kernel::Output::HTML::ArticleAction::AgentTicketPlain 600 1 Kernel::Output::HTML::ArticleAction::MarkAsImportant 700 1 Kernel::Output::HTML::ArticleAction::AgentTicketNote 800 1 Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket 50 1 Kernel::Output::HTML::ArticleAction::MarkArticleSeenUnseen 50 1 Defines available article actions for Web articles. Frontend::Agent::View::TicketZoom::ArticleAction Kernel::Output::HTML::ArticleAction::AgentTicketCompose 100 1 Kernel::Output::HTML::ArticleAction::AgentTicketForward 200 1 Kernel::Output::HTML::ArticleAction::AgentTicketBounce 300 1 Kernel::Output::HTML::ArticleAction::AgentTicketPhone 400 1 Kernel::Output::HTML::ArticleAction::AgentTicketPrint 500 1 Kernel::Output::HTML::ArticleAction::AgentTicketPlain 600 1 Kernel::Output::HTML::ArticleAction::MarkAsImportant 700 1 Kernel::Output::HTML::ArticleAction::AgentTicketNote 800 1 Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket 50 1 Kernel::Output::HTML::ArticleAction::MarkArticleSeenUnseen 50 1 Defines available article actions for Phone articles. Frontend::Agent::View::TicketZoom::ArticleAction Kernel::Output::HTML::ArticleAction::AgentTicketCompose 100 1 Kernel::Output::HTML::ArticleAction::AgentTicketForward 200 1 Kernel::Output::HTML::ArticleAction::AgentTicketBounce 300 1 Kernel::Output::HTML::ArticleAction::AgentTicketPhone 400 1 Kernel::Output::HTML::ArticleAction::AgentTicketPrint 500 1 Kernel::Output::HTML::ArticleAction::AgentTicketPlain 600 1 Kernel::Output::HTML::ArticleAction::MarkAsImportant 700 1 Kernel::Output::HTML::ArticleAction::AgentTicketNote 800 1 Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket 50 1 Kernel::Output::HTML::ArticleAction::MarkArticleSeenUnseen 50 1 Defines available article actions for Email articles. Frontend::Agent::View::TicketZoom::ArticleAction Kernel::Output::HTML::ArticleAction::AgentTicketCompose 100 1 Kernel::Output::HTML::ArticleAction::AgentTicketForward 200 1 Kernel::Output::HTML::ArticleAction::AgentTicketBounce 300 1 Kernel::Output::HTML::ArticleAction::AgentTicketPhone 400 1 Kernel::Output::HTML::ArticleAction::AgentTicketPrint 500 1 Kernel::Output::HTML::ArticleAction::AgentTicketMessageLog 550 1 Kernel::Output::HTML::ArticleAction::AgentTicketPlain 600 1 Kernel::Output::HTML::ArticleAction::MarkAsImportant 700 1 Kernel::Output::HTML::ArticleAction::AgentTicketNote 800 1 Kernel::Output::HTML::ArticleAction::AgentTicketEmailResend 900 1 Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket 50 1 Kernel::Output::HTML::ArticleAction::MarkArticleSeenUnseen 50 1 Defines available article actions for invalid articles. Frontend::Agent::View::TicketZoom::ArticleAction Kernel::Output::HTML::ArticleAction::ReinstallPackageLink 200 1 Disables the redirection to the last screen overview / dashboard after a ticket is closed. Frontend::Agent 0 Defines the default queue for new tickets in the agent interface. Frontend::Agent Postmaster