Frontend → Admin¶
Events###Appointment¶
List of all appointment events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- AppointmentCreate
- AppointmentUpdate
- AppointmentDelete
- AppointmentNotification
Events###Article¶
List of all article events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- ArticleCreate
- ArticleUpdate
- ArticleSend
- ArticleBounce
- ArticleAgentNotification
- ArticleCustomerNotification
- ArticleAutoResponse
- ArticleFlagSet
- ArticleFlagDelete
- ArticleCustomerFlagSet
- ArticleCustomerFlagDelete
- ArticleAgentNotification
- ArticleCustomerNotification
- ArticleEmailSendingQueued
- ArticleEmailSendingSent
- ArticleEmailSendingError
Events###Calendar¶
List of all calendar events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- CalendarCreate
- CalendarUpdate
Events###CustomerCompany¶
List of all CustomerCompany events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- CustomerCompanyAdd
- CustomerCompanyUpdate
Events###CustomerUser¶
List of all CustomerUser events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- CustomerUserAdd
- CustomerUserUpdate
Events###DynamicField¶
List of all DynamicField events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- DynamicFieldAdd
- DynamicFieldUpdate
- DynamicFieldDelete
Events###LinkObject¶
List of all LinkObject events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- LinkObjectLinkAdd
- LinkObjectLinkDelete
Events###Package¶
List of all Package events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- PackageInstall
- PackageReinstall
- PackageUpgrade
- PackageUninstall
Events###Queue¶
List of all queue events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- QueueCreate
- QueueUpdate
Events###Ticket¶
List of all ticket events to be displayed in the GUI.
This setting can not be deactivated.
Default value:
---
- TicketCreate
- TicketDelete
- TicketTitleUpdate
- TicketUnlockTimeoutUpdate
- TicketQueueUpdate
- TicketTypeUpdate
- TicketServiceUpdate
- TicketSLAUpdate
- TicketCustomerUpdate
- TicketPendingTimeUpdate
- TicketLockUpdate
- TicketArchiveFlagUpdate
- TicketStateUpdate
- TicketOwnerUpdate
- TicketResponsibleUpdate
- TicketPriorityUpdate
- HistoryAdd
- HistoryDelete
- TicketAccountTime
- TicketMerge
- TicketSubscribe
- TicketUnsubscribe
- TicketFlagSet
- TicketCustomerFlagSet
- TicketFlagDelete
- TicketCustomerFlagDelete
- EscalationResponseTimeNotifyBefore
- EscalationUpdateTimeNotifyBefore
- EscalationSolutionTimeNotifyBefore
- EscalationResponseTimeStart
- EscalationUpdateTimeStart
- EscalationSolutionTimeStart
- EscalationResponseTimeStop
- EscalationUpdateTimeStop
- EscalationSolutionTimeStop
- NotificationNewTicket
- NotificationFollowUp
- NotificationLockTimeout
- NotificationOwnerUpdate
- NotificationResponsibleUpdate
- NotificationAddNote
- NotificationMove
- NotificationPendingReminder
- NotificationEscalation
- NotificationEscalationNotifyBefore
- NotificationServiceUpdate
- NotificationSLAUpdate
Frontend → Admin → ModuleRegistration¶
Frontend::Module###Admin¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin Area.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: ''
Frontend::Module###AdminACL¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Access Control Lists (ACL)
Frontend::Module###AdminAppointmentCalendarManage¶
Frontend module registration for the agent interface.
Default value:
---
Description: Calendar manage screen.
Group:
- admin
GroupRo: []
NavBarName: Calendar
Title: Manage Calendars
Frontend::Module###AdminAppointmentNotificationEvent¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Appointment Notifications
Frontend::Module###AdminAttachment¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Attachments
Frontend::Module###AdminAutoResponse¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Auto Responses
Frontend::Module###AdminChatChannel¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Chat Channels
Frontend::Module###AdminCloudServiceSMS¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: SMS
Frontend::Module###AdminCloudServices¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Cloud Services
Frontend::Module###AdminCommunicationLog¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Communication Log GUI
Frontend::Module###AdminContactWithData¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin contact with data.
Group:
- admin
GroupRo: []
NavBarName: Ticket
Title: Admin Contact With Data
Frontend::Module###AdminCredential¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Credentials
Frontend::Module###AdminCredentialBasicAuth¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Credential BasicAuth Backend GUI
Frontend::Module###AdminCredentialCertificate¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Credential Certificate Backend GUI
Frontend::Module###AdminCredentialOAuth2Google¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Credential OAuth2 Google Backend GUI
Frontend::Module###AdminCredentialOAuth2MicrosoftGraphApp¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Credential OAuth2 MicrosoftGraphApp Backend GUI
Frontend::Module###AdminCredentialOAuth2MicrosoftGraphUser¶
Front end module registration for the administrator interface.
Default value:
---
Description: This module is part of the administrator interface.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Credential OAuth2 MicrosoftGraphUser Backend GUI
Frontend::Module###AdminCustomPage¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Custom Page
Frontend::Module###AdminCustomerCompany¶
Frontend module registration for the agent interface.
Default value:
---
Description: Edit Customer Companies.
Group:
- admin
- users
GroupRo: []
NavBarName: Customers
Title: Customer Companies
Frontend::Module###AdminCustomerGroup¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customers ↔ Groups
Frontend::Module###AdminCustomerUser¶
Frontend module registration for the agent interface.
Default value:
---
Description: Edit Customer Users.
Group:
- admin
- users
GroupRo: []
NavBarName: Customers
Title: Customer Users
Frontend::Module###AdminCustomerUserCustomer¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Customers
Frontend::Module###AdminCustomerUserGroup¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Groups
Frontend::Module###AdminCustomerUserService¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Services
Frontend::Module###AdminDynamicField¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Dynamic Fields GUI
Frontend::Module###AdminDynamicFieldCheckbox¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Checkbox Backend GUI
Frontend::Module###AdminDynamicFieldContactWithData¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Contact Data Backend GUI
Frontend::Module###AdminDynamicFieldDateTime¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Date Time Backend GUI
Frontend::Module###AdminDynamicFieldDropdown¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Drop-down Backend GUI
Frontend::Module###AdminDynamicFieldInvalid¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Invalid Backend GUI
Frontend::Module###AdminDynamicFieldMultiselect¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Multiselect Backend GUI
Frontend::Module###AdminDynamicFieldText¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Text Backend GUI
Frontend::Module###AdminEmail¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Notification
Frontend::Module###AdminExternalHomePage¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin External Home Page
Frontend::Module###AdminExternalLayout¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin External Interface Layout
Frontend::Module###AdminGenericAgent¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: GenericAgent
Frontend::Module###AdminGenericInterfaceDebugger¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Debugger GUI
Frontend::Module###AdminGenericInterfaceErrorHandlingDefault¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface ErrorHandling GUI
Frontend::Module###AdminGenericInterfaceErrorHandlingRequestRetry¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface ErrorHandling GUI
Frontend::Module###AdminGenericInterfaceInvokerDefault¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Invoker GUI
Frontend::Module###AdminGenericInterfaceInvokerEvent¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Invoker Event GUI
Frontend::Module###AdminGenericInterfaceMappingSimple¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service Mapping GUI
Frontend::Module###AdminGenericInterfaceMappingXSLT¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service Mapping GUI
Frontend::Module###AdminGenericInterfaceOperationDefault¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Operation GUI
Frontend::Module###AdminGenericInterfaceOperationRPC¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface RPC Operation GUI
Frontend::Module###AdminGenericInterfaceTransportHTTPREST¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface TransportHTTPREST GUI
Frontend::Module###AdminGenericInterfaceTransportHTTPSOAP¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface TransportHTTPSOAP GUI
Frontend::Module###AdminGenericInterfaceWebservice¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: GenericInterface Web Service GUI
Frontend::Module###AdminGenericInterfaceWebserviceHistory¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service History GUI
Frontend::Module###AdminGroup¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Groups
Frontend::Module###AdminInit¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Initialization
Frontend::Module###AdminLog¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Log
Frontend::Module###AdminMailAccount¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Mail Accounts
Frontend::Module###AdminNotificationEvent¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Ticket Notifications
Frontend::Module###AdminPGP¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: PGP Key Management
Frontend::Module###AdminPackageManager¶
Frontend module registration for the agent interface.
Default value:
---
Description: Software Package Manager.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Package Manager
Frontend::Module###AdminPerformanceLog¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Performance Log
Frontend::Module###AdminPostMasterFilter¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: PostMaster Filters
Frontend::Module###AdminPriority¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Priorities
Frontend::Module###AdminProcessManagement¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Process Management
Frontend::Module###AdminProcessManagementActivity¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Activity GUI
Frontend::Module###AdminProcessManagementActivityDialog¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Activity Dialog GUI
Frontend::Module###AdminProcessManagementPath¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Path GUI
Frontend::Module###AdminProcessManagementSequenceFlow¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Sequence Flow GUI
Frontend::Module###AdminProcessManagementSequenceFlowAction¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Sequence Flow Action GUI
Frontend::Module###AdminQueue¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Queues
Frontend::Module###AdminQueueAutoResponse¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Queues ↔ Auto Responses
Frontend::Module###AdminQueueSMSTemplates¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SMS Templates ↔ Queues
Frontend::Module###AdminQueueTemplates¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates ↔ Queues
Frontend::Module###AdminRegistration¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Registration
Frontend::Module###AdminRole¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Roles
Frontend::Module###AdminRoleGroup¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Roles ↔ Groups
Frontend::Module###AdminRoleUser¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents ↔ Roles
Frontend::Module###AdminSLA¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Service Level Agreements
Frontend::Module###AdminSMIME¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: S/MIME Management
Frontend::Module###AdminSMSTemplate¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SMS Templates
Frontend::Module###AdminSalutation¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Salutations
Frontend::Module###AdminSelectBox¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SQL Box
Frontend::Module###AdminService¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Services
Frontend::Module###AdminServiceCatalogue¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue.
Frontend::Module###AdminServiceCatalogueCategories¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue Categories
Frontend::Module###AdminServiceCatalogueItems¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue Items
Frontend::Module###AdminSession¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Session Management
Frontend::Module###AdminSignature¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Signatures
Frontend::Module###AdminState¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: States
Frontend::Module###AdminSupportDataCollector¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Support Data Collector
Frontend::Module###AdminSystemAddress¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Email Addresses
Frontend::Module###AdminSystemConfiguration¶
Frontend module registration for the agent interface.
This setting can not be deactivated.
Default value:
---
Description: Admin.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Configuration
Frontend::Module###AdminSystemConfigurationDeployment¶
Frontend module registration for the agent interface.
Default value:
---
Description: Manage System Configuration Deployments.
Group:
- admin
- users
GroupRo: []
NavBarName: SystemConfiguration
Title: System Configuration Deployment
Frontend::Module###AdminSystemConfigurationGroup¶
Frontend module registration for the agent interface.
This setting can not be deactivated.
Default value:
---
Description: Admin.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Configuration Group
Frontend::Module###AdminSystemMaintenance¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Maintenance
Frontend::Module###AdminTemplate¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates
Frontend::Module###AdminTemplateAttachment¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates ↔ Attachments
Frontend::Module###AdminType¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Types
Frontend::Module###AdminUser¶
Frontend module registration for the agent interface.
Default value:
---
Description: Create and manage agents.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents
Frontend::Module###AdminUserGroup¶
Frontend module registration for the agent interface.
Default value:
---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents ↔ Groups
Frontend::Module###AgentDaemonInfo¶
Frontend module registration for the agent interface.
Default value:
---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Shows information on how to start OTRS Daemon
Frontend → Admin → ModuleRegistration → AdminOverview¶
Frontend → Admin → ModuleRegistration → Loader¶
Loader::Module::Admin###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.css
JavaScript:
- Core.Agent.Admin.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
Loader::Module::AdminACL###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ACL.css
JavaScript:
- Core.Agent.Admin.ACL.js
Loader::Module::AdminAppointmentCalendarManage###002-Calendar¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AppointmentCalendar.Manage.css
- thirdparty/spectrum-1.8.1/spectrum.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- thirdparty/spectrum-1.8.1/spectrum.js
- Core.Agent.Admin.AppointmentCalendar.Manage.js
Loader::Module::AdminAppointmentNotificationEvent###002-Calendar¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.NotificationEvent.css
JavaScript:
- Core.Agent.Admin.NotificationEvent.js
Loader::Module::AdminAttachment###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Attachment.js
Loader::Module::AdminAutoResponse###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.AutoResponse.js
Loader::Module::AdminCloudServiceSMS###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.CloudService.SMS.css
JavaScript:
- Core.Agent.Admin.CloudServiceSMS.js
Loader::Module::AdminCloudServices###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.CloudServices.css
Loader::Module::AdminCommunicationLog###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.CommunicationLog.css
JavaScript:
- Core.Agent.Admin.CommunicationLog.js
- thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js
- Core.UI.Table.Sort.js
Loader::Module::AdminCredential###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCredentialBasicAuth###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
CSS:
- Core.Agent.Admin.Credential.css
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCredentialCertificate###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
CSS:
- Core.Agent.Admin.Credential.css
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCredentialOAuth2Google###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
CSS:
- Core.Agent.Admin.Credential.css
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.CredentialOAuth2Google.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCredentialOAuth2MicrosoftGraphApp###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
CSS:
- Core.Agent.Admin.Credential.css
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCredentialOAuth2MicrosoftGraphUser###002-Framework¶
Loader module registration for the administrator interface.
Default value:
---
CSS:
- Core.Agent.Admin.Credential.css
JavaScript:
- Core.Agent.Admin.Credential.js
- Core.Agent.Admin.CredentialOAuth2MicrosoftGraphUser.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminCustomPage###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomPage.js
- Core.UI.InputFields.js
Loader::Module::AdminCustomerCompany###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomerCompany.js
Loader::Module::AdminCustomerGroup###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomerGroup.js
Loader::Module::AdminCustomerUser###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.SwitchToCustomerAction.js
- Core.Agent.Admin.CustomerUser.js
Loader::Module::AdminCustomerUserCustomer###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomerUserService.js
Loader::Module::AdminCustomerUserGroup###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomerGroup.js
Loader::Module::AdminCustomerUserService###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.CustomerUserService.js
Loader::Module::AdminDynamicField###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldCheckbox###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldCheckbox.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldContactWithData###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDropdown.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldDateTime###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDateTime.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldDropdown###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDropdown.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldInvalid###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldMultiselect###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldMultiselect.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminDynamicFieldText###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldText.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminExternalHomePage###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ExternalHomePage.css
- thirdparty/spectrum-1.8.1/spectrum.css
JavaScript:
- thirdparty/spectrum-1.8.1/spectrum.js
- Core.UI.InputFields.js
- Core.Agent.Admin.ExternalHomePage.js
Loader::Module::AdminExternalLayout###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ExternalHomePage.css
- Core.Agent.Admin.ExternalLayout.css
- thirdparty/spectrum-1.8.1/spectrum.css
JavaScript:
- thirdparty/spectrum-1.8.1/spectrum.js
- Core.UI.InputFields.js
- Core.Agent.Admin.ExternalLayout.js
Loader::Module::AdminGenericAgent###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.GenericAgent.js
Loader::Module::AdminGenericInterfaceDebugger###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceDebugger.js
Loader::Module::AdminGenericInterfaceErrorHandlingDefault###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceErrorHandling.js
Loader::Module::AdminGenericInterfaceErrorHandlingRequestRetry###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceErrorHandling.js
- Core.Agent.Admin.GenericInterfaceErrorHandlingRequestRetry.js
Loader::Module::AdminGenericInterfaceInvokerDefault###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceInvoker.js
Loader::Module::AdminGenericInterfaceInvokerEvent###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceInvokerEvent.js
Loader::Module::AdminGenericInterfaceMappingSimple###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceMapping.js
Loader::Module::AdminGenericInterfaceMappingXSLT###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
- Core.Agent.SortedTree.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceMappingXSLT.js
- Core.Agent.SortedTree.js
Loader::Module::AdminGenericInterfaceOperationDefault###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceOperation.js
Loader::Module::AdminGenericInterfaceOperationRPC###001-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceOperation.js
Loader::Module::AdminGenericInterfaceTransportHTTPREST###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceTransportHTTPREST.js
Loader::Module::AdminGenericInterfaceTransportHTTPSOAP###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
- Core.Agent.SortedTree.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceTransportHTTPSOAP.js
- Core.Agent.SortedTree.js
Loader::Module::AdminGenericInterfaceWebservice###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceWebservice.js
Loader::Module::AdminGenericInterfaceWebserviceHistory###002-GenericInterface¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceWebserviceHistory.js
Loader::Module::AdminGroup###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Group.js
Loader::Module::AdminLog###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Log.js
Loader::Module::AdminMailAccount###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.MailAccount.js
Loader::Module::AdminNotificationEvent###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.NotificationEvent.css
JavaScript:
- Core.Agent.Admin.NotificationEvent.js
Loader::Module::AdminPGP###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.PGP.js
Loader::Module::AdminPackageManager###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.PackageManager.css
JavaScript:
- Core.Agent.Admin.PackageManager.js
Loader::Module::AdminPerformanceLog###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.PerformanceLog.css
Loader::Module::AdminPostMasterFilter###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.PostMasterFilter.css
JavaScript:
- Core.Agent.Admin.PostMasterFilter.js
Loader::Module::AdminPriority###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Priority.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminProcessManagement###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- thirdparty/jsplumb-1.6.4/jsplumb.js
- thirdparty/farahey-0.5/farahey.js
- thirdparty/jsplumb-labelspacer/label-spacer.js
- Core.Agent.Admin.ProcessManagement.js
- Core.Agent.Admin.ProcessManagement.Canvas.js
- Core.UI.AllocationList.js
Loader::Module::AdminProcessManagementActivity###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.Agent.Admin.ProcessManagement.ModuleConfiguration.MultiLanguageRichText.js
- Core.UI.AllocationList.js
Loader::Module::AdminProcessManagementActivityDialog###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.UI.AllocationList.js
Loader::Module::AdminProcessManagementPath###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.UI.AllocationList.js
Loader::Module::AdminProcessManagementSequenceFlow###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
Loader::Module::AdminProcessManagementSequenceFlowAction###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ProcessManagement.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.ModuleConfiguration.MultiLanguageRichText.js
- Core.Agent.Admin.ProcessManagement.js
Loader::Module::AdminQueue###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Queue.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminQueueAutoResponse###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.QueueAutoResponse.js
Loader::Module::AdminQueueSMSTemplates###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.QueueSMSTemplates.js
Loader::Module::AdminQueueTemplates###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.QueueTemplates.js
Loader::Module::AdminRegistration###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.Registration.css
JavaScript:
- Core.Agent.Admin.Registration.js
Loader::Module::AdminRole###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Role.js
Loader::Module::AdminRoleGroup###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.RoleGroup.js
Loader::Module::AdminRoleUser###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.RoleUser.js
Loader::Module::AdminSLA###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SLA.js
Loader::Module::AdminSMIME###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SMIME.js
Loader::Module::AdminSMSTemplate###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SMSTemplate.js
Loader::Module::AdminSalutation###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Salutation.js
Loader::Module::AdminSelectBox###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SelectBox.js
Loader::Module::AdminService###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Service.js
Loader::Module::AdminServiceCatalogue###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.ServiceCatalogue.css
Loader::Module::AdminServiceCatalogueCategories###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.ServiceCatalogue.Categories.js
Loader::Module::AdminServiceCatalogueItems###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.ServiceCatalogue.Items.js
Loader::Module::AdminSession###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Session.js
Loader::Module::AdminSignature###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Signature.js
Loader::Module::AdminState###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.State.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminSupportDataCollector###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.SupportDataCollector.css
JavaScript:
- Core.Agent.Admin.SupportDataCollector.js
Loader::Module::AdminSystemAddress###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SystemAddress.js
Loader::Module::AdminSystemConfiguration###001-Framework¶
Loader module registration for the agent interface.
This setting can not be deactivated.
Default value:
---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js
- Core.SystemConfiguration.DateTime.js
- Core.SystemConfiguration.VacationDays.js
- Core.SystemConfiguration.VacationDaysOneTime.js
- Core.SystemConfiguration.WorkingHours.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js
Loader::Module::AdminSystemConfigurationDeployment###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.Agent.Admin.SystemConfiguration.js
Loader::Module::AdminSystemConfigurationGroup###001-Framework¶
Loader module registration for the agent interface.
This setting can not be deactivated.
Default value:
---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js
- Core.SystemConfiguration.DateTime.js
- Core.SystemConfiguration.VacationDays.js
- Core.SystemConfiguration.VacationDaysOneTime.js
- Core.SystemConfiguration.WorkingHours.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js
Loader::Module::AdminSystemConfigurationUser###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js
- Core.Agent.Admin.SystemConfigurationUser.js
Loader::Module::AdminSystemMaintenance###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.SystemMaintenance.js
Loader::Module::AdminTemplate###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Template.js
Loader::Module::AdminTemplateAttachment###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.TemplateAttachment.js
Loader::Module::AdminType###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.Type.js
- Core.Agent.Admin.SysConfig.Entity.js
Loader::Module::AdminUserGroup###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Admin.UserGroup.js
Frontend → Admin → View → ContactWithData¶
AdminContactWithData::RunInitialWildcardSearch¶
Runs an initial wildcard search of the existing contacts with data when accessing the AdminContactWithData module.
This setting can not be deactivated.
Default value:
1
Frontend → Admin → View → CustomPage¶
Frontend::Admin::AdminCustomPage###RichText¶
Uses richtext for viewing and editing ticket notification.
Default value:
1
Frontend::Admin::AdminCustomPage###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
320
Frontend::Admin::AdminCustomPage###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Frontend → Admin → View → CustomerCompany¶
AdminCustomerCompany::RunInitialWildcardSearch¶
Runs an initial wildcard search of the existing customer company when accessing the AdminCustomerCompany module.
This setting can not be deactivated.
Default value:
1
Frontend → Admin → View → CustomerUser¶
AdminCustomerUser::RunInitialWildcardSearch¶
Runs an initial wildcard search of the existing customer users when accessing the AdminCustomerUser module.
This setting can not be deactivated.
Default value:
1
AdminCustomerUser::UseAutoComplete¶
Controls if the autocomplete field will be used for the customer ID selection in the AdminCustomerUser interface.
This setting can not be deactivated.
Default value:
0
Frontend → Admin → View → NotificationEvent¶
AppointmentNotification::Transport###Email¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '1'
Icon: fa fa-envelope
Module: Kernel::System::Calendar::Event::Transport::Email
Name: Email
Prio: '100'
AppointmentNotification::Transport###NotificationView¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '0'
Icon: fa fa-th-list
Module: Kernel::System::Calendar::Event::Transport::NotificationView
Name: Web View
Prio: '110'
AppointmentNotification::Transport###SMS¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '0'
Icon: fa fa-mobile
Module: Kernel::System::Calendar::Event::Transport::SMS
Name: SMS (Short Message Service)
Prio: '120'
Frontend::Admin::AdminAppointmentNotificationEvent###EventObjectTypes¶
Defines the event object types that will be handled via AdminAppointmentNotificationEvent.
Default value:
---
- Calendar
- Appointment
Frontend::Admin::AdminAppointmentNotificationEvent###RichText¶
Uses richtext for viewing and editing ticket notification.
Default value:
1
Frontend::Admin::AdminAppointmentNotificationEvent###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
320
Frontend::Admin::AdminAppointmentNotificationEvent###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Frontend::Admin::AdminNotificationEvent###RichText¶
Uses richtext for viewing and editing ticket notification.
Default value:
1
Frontend::Admin::AdminNotificationEvent###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
320
Frontend::Admin::AdminNotificationEvent###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Notification::CharactersPerLine¶
Defines the number of character per line used in case an HTML article preview replacement on TemplateGenerator for EventNotifications.
This setting can not be deactivated.
Default value:
80
Notification::Transport###Email¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '1'
Icon: fa fa-envelope
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::Email
Name: Email
Prio: '100'
Notification::Transport###NotificationView¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '0'
Icon: fa fa-th-list
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::NotificationView
Name: Web View
Prio: '110'
Notification::Transport###SMS¶
Defines all the parameters for this notification transport.
Default value:
---
AgentEnabledByDefault: '0'
Icon: fa fa-mobile
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::SMS
Name: SMS (Short Message Service)
Prio: '120'
Frontend → Admin → View → SelectBox¶
AdminSelectBox::AllowDatabaseModification¶
Controls if the admin is allowed to make changes to the database via AdminSelectBox.
This setting can not be deactivated.
Default value:
0
Frontend → Admin → View → SupportDataCollector¶
AdminSupportDataCollector::AllowManualSending¶
Enables the manual sending of support data and the generation of support bundles via GUI.
Default value:
1
Frontend → Admin → View → SysConfig¶
ConfigLevel¶
Sets the configuration level of the administrator. Depending on the config level, some sysconfig options will be not shown. The config levels are in in ascending order: Expert, Advanced, Beginner. The higher the config level is (e.g. Beginner is the highest), the less likely is it that the user can accidentally configure the system in a way that it is not usable any more.
This setting can not be deactivated.
Default value:
100
Frontend → Agent¶
AgentLoginLogo¶
The logo shown on top of the login box of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.
Default value:
---
StyleHeight: 70px
URL: skins/Agent/default/img/loginlogo_default.png
AgentLogo¶
The logo shown in the header of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.
Default value:
---
StyleHeight: 50px
StyleRight: 30px
StyleTop: 20px
StyleWidth: 120px
URL: skins/Agent/default/img/loginlogo_default.png
AgentLogoCustom###default¶
The logo shown in the header of the agent interface for the skin “default”. See “AgentLogo” for further description.
This setting is not active by default.
Default value:
---
StyleHeight: 50px
StyleRight: 30px
StyleTop: 20px
StyleWidth: 120px
URL: skins/Agent/default/img/loginlogo_default.png
AgentLogoCustom###highcontrast¶
The logo shown in the header of the agent interface for the skin “High Contrast”. See “AgentLogo” for further description.
Default value:
---
StyleHeight: 50px
StyleRight: 25px
StyleTop: 20px
StyleWidth: 50px
URL: skins/Agent/highcontrast/img/otrs-signet-white.png
AgentLogoCustom###slim¶
The logo shown in the header of the agent interface for the skin “slim”. See “AgentLogo” for further description.
Default value:
---
StyleHeight: 30px
StyleRight: 15px
StyleTop: 13px
StyleWidth: 30px
URL: skins/Agent/default/img/otrs-signet.png
AutoComplete::Agent###CustomerSearch¶
Defines the config options for the autocompletion feature.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search Customer
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
AutoComplete::Agent###Default¶
Defines the config options for the autocompletion feature.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
AutoComplete::Agent###DynamicFieldContactWithData¶
Defines the config options for the autocompletion feature.
This setting can not be deactivated.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
AutoComplete::Agent###UserSearch¶
Defines the config options for the autocompletion feature.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search User
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
CustomerDBLink¶
Defines an external link to the database of the customer (e.g. ‘http://yourhost/customer.php?CID=[% Data.CustomerID %]’ or ‘’).
This setting can not be deactivated.
Default value:
[% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID | uri %]
CustomerDBLinkClass¶
Defines the target attribute in the link to external customer database. E.g. ‘AsPopup PopupType_TicketAction’.
This setting can not be deactivated.
Default value:
''
CustomerDBLinkTarget¶
Defines the target attribute in the link to external customer database. E.g. ‘target=”cdb”’.
This setting can not be deactivated.
Default value:
''
DefaultOverviewColumns¶
General ticket data shown in the ticket overviews (fall-back). Note that TicketNumber can not be disabled, because it is necessary.
This setting can not be deactivated.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Frontend::AvatarEngine¶
Define which avatar engine should be used for the agent avatar on the header and the sender images in AgentTicketZoom. If ‘None’ is selected, initials will be displayed instead. Please note that selecting anything other than ‘None’ will transfer the encrypted email address of the particular user to an external service.
This setting can not be deactivated.
Default value:
Gravatar
Frontend::CommonParam###Action¶
Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.
This setting can not be deactivated.
Default value:
AgentDashboard
Frontend::CommonParam###QueueID¶
Default queue ID used by the system in the agent interface.
This setting can not be deactivated.
Default value:
0
Frontend::CommonParam###TicketID¶
Default ticket ID used by the system in the agent interface.
This setting can not be deactivated.
Default value:
''
Frontend::CustomerUser::Item###1-GoogleMaps¶
Defines a customer item, which generates a google maps icon at the end of a customer info block.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
---
Attributes: UserStreet;UserCity;UserCountry;
CSS: Core.Agent.CustomerUser.GoogleMaps.css
CSSClass: GoogleMaps
IconName: fa-globe
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserStreet;UserCity;
Target: _blank
Text: Location
URL: https://maps.google.com/maps?z=7&q=
Frontend::CustomerUser::Item###15-OpenTickets¶
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.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
---
Action: AgentTicketSearch
Attributes: StateType=Open;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '0'
IconNameNoOpenTicket: fa-check-circle
IconNameOpenTicket: fa-exclamation-circle
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Open tickets (customer)
Frontend::CustomerUser::Item###16-OpenTicketsForCustomerUserLogin¶
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.
This setting is not active by default.
Default value:
---
Action: AgentTicketSearch
Attributes: StateType=Open;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '1'
IconNameNoOpenTicket: fa-check-circle
IconNameOpenTicket: fa-exclamation-circle
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Open tickets (customer user)
Frontend::CustomerUser::Item###17-ClosedTickets¶
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.
This setting is not active by default.
Default value:
---
Action: AgentTicketSearch
Attributes: StateType=Closed;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '0'
IconNameNoOpenTicket: fa-power-off
IconNameOpenTicket: fa-power-off
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Closed tickets (customer)
Frontend::CustomerUser::Item###18-ClosedTicketsForCustomerUserLogin¶
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.
This setting is not active by default.
Default value:
---
Action: AgentTicketSearch
Attributes: StateType=Closed;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '1'
IconNameNoOpenTicket: fa-power-off
IconNameOpenTicket: fa-power-off
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Closed tickets (customer user)
Frontend::CustomerUser::Item###2-Google¶
Defines a customer item, which generates a google icon at the end of a customer info block.
This setting is not active by default.
Default value:
---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.Google.css
CSSClass: Google
IconName: fa-google
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: Google
URL: https://google.com/search?q=
Frontend::CustomerUser::Item###2-LinkedIn¶
Defines a customer item, which generates a LinkedIn icon at the end of a customer info block.
This setting is not active by default.
Default value:
---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.LinkedIn.css
CSSClass: LinkedIn
IconName: fa-linkedin
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: LinkedIn
URL: https://www.linkedin.com/commonSearch?type=people&keywords=
Frontend::CustomerUser::Item###3-XING¶
Defines a customer item, which generates a XING icon at the end of a customer info block.
This setting is not active by default.
Default value:
---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.Xing.css
CSSClass: Xing
IconName: fa-xing
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: XING
URL: https://www.xing.com/app/search?op=search;keywords=
Frontend::Gravatar::ArticleDefaultImage¶
Define which avatar default image should be used for the article view if no gravatar is assigned to the mail address. Check https://gravatar.com/site/implement/images/ for further information.
This setting can not be deactivated.
Default value:
mp
Frontend::Gravatar::DefaultImage¶
Define which avatar default image should be used for the current agent if no gravatar is assigned to the mail address of the agent. Check https://gravatar.com/site/implement/images/ for further information.
This setting can not be deactivated.
Default value:
mp
Frontend::HeaderMetaModule###100-Refresh¶
Defines the module to generate code for periodic page reloads.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::HeaderMeta::Refresh
Frontend::HeaderMetaModule###2-TicketSearch¶
Module to generate html OpenSearch profile for short ticket search in the agent interface.
Default value:
---
Action: AgentTicketSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentTicketSearch
Frontend::HeaderMetaModule###3-FAQSearch¶
Module to generate html OpenSearch profile for short FAQ search.
Default value:
---
Action: AgentFAQSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentFAQSearch
InfoFile¶
File that is displayed in the Kernel::Modules::AgentInfo module, if located under Kernel/Output/HTML/Templates/Standard/AgentInfo.tt.
This setting can not be deactivated.
Default value:
AgentInfo
InfoKey¶
Defines the key to be checked with Kernel::Modules::AgentInfo module. If this user preferences key is true, the message is accepted by the system.
This setting can not be deactivated.
Default value:
wpt22
LoginURL¶
Defines an alternate login URL for the agent interface.
This setting is not active by default.
Default value:
http://host.example.com/login.html
LogoutURL¶
Defines an alternate logout URL for the agent interface.
This setting is not active by default.
Default value:
http://host.example.com/thanks-for-using-otrs.html
LostPassword¶
Activates lost password feature for agents, in the agent interface.
This setting can not be deactivated.
Default value:
1
ModernizeFormFields¶
Use new type of select and autocomplete fields in agent interface, where applicable (InputFields).
This setting can not be deactivated.
Default value:
1
ModernizeMaxNumberOfOptions¶
Defines the maximum number of options for which the input field will be initialized as modern. The default value is 1000 due to performance reasons.
This setting can not be deactivated.
Default value:
1000
NewTicketInNewWindow::Enabled¶
If enabled, TicketPhone and TicketEmail will be open in new windows.
This setting can not be deactivated.
Default value:
0
NoTimelineViewAutoArticle¶
Disables automatic opening of the last customer article in the timeline view in AgentTicketZoom.
This setting can not be deactivated.
Default value:
0
NotificationBodyLostPassword¶
Defines the body text for notification mails sent to agents, about new password.
This setting can not be deactivated.
Default value:
Hi <OTRS_USERFIRSTNAME>,
Here's your new OTRS password.
New password: <OTRS_NEWPW>
You can log in via the following URL:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl
NotificationBodyLostPasswordToken¶
Defines the body text for notification mails sent to agents, with token about new requested password.
This setting can not be deactivated.
Default value:
Hi <OTRS_USERFIRSTNAME>,
You or someone impersonating you has requested to change your OTRS
password.
If you want to do this, click on the link below. You will receive another email containing the password.
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=LostPassword;Token=<OTRS_TOKEN>
If you did not request a new password, please ignore this email.
NotificationSubjectLostPassword¶
Defines the subject for notification mails sent to agents, about new password.
This setting can not be deactivated.
Default value:
New OTRS password
NotificationSubjectLostPasswordToken¶
Defines the subject for notification mails sent to agents, with token about new requested password.
This setting can not be deactivated.
Default value:
New OTRS password request
PossibleNextActions¶
Defines the list of possible next actions on an error screen, a full path is required, then is possible to add external links if needed.
Default value:
---
'[% Env(''CGIHandle'') %]?Action=AgentDashboard': Go to dashboard!
PreApplicationModule###AgentInfo¶
Defines a useful module to load specific user options or to display news.
This setting is not active by default.
Default value:
Kernel::Modules::AgentInfo
ShowMotd¶
Shows the message of the day on login screen of the agent interface. To add the message, copy the file “Kernel/Output/HTML/Templates/Standard/Motd.tt” to “Custom/Kernel/Output/HTML/Templates/Standard/Motd.tt” and edit the file there. If you edit the original file, it will be overwritten when the system is updated.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AccountTime¶
Activates time accounting.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::BulkAccountedTime¶
Defines if time accounting must be set to all tickets in bulk action.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::CustomerInfoCompose¶
Shows the customer user information (phone and email) in the compose screen.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::CustomerInfoComposeMaxSize¶
Max size (in characters) of the customer information table (phone and email) in the compose screen.
This setting can not be deactivated.
Default value:
22
Ticket::Frontend::CustomerInfoZoomMaxSize¶
Maximum size (in characters) of the customer information table in the ticket zoom view.
This setting can not be deactivated.
Default value:
22
Ticket::Frontend::DynamicFieldsZoomMaxSizeArticle¶
Maximum length (in characters) of the dynamic field in the article of the ticket zoom view.
This setting can not be deactivated.
Default value:
160
Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar¶
Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view.
This setting can not be deactivated.
Default value:
18
Ticket::Frontend::InformAgentMaxSize¶
Max size (in rows) of the informed agents box in the agent interface.
This setting can not be deactivated.
Default value:
3
Ticket::Frontend::InvolvedAgentMaxSize¶
Max size (in rows) of the involved agents box in the agent interface.
This setting can not be deactivated.
Default value:
3
Ticket::Frontend::ListType¶
Shows existing parent/child queue lists in the system in the form of a tree or a list.
This setting can not be deactivated.
Default value:
tree
Ticket::Frontend::MaxQueueLevel¶
Define the max depth of queues.
This setting can not be deactivated.
Default value:
5
Ticket::Frontend::NeedAccountedTime¶
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).
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::NewOwnerSelection¶
Shows an owner selection in phone and email tickets in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::NewQueueOwnSelection¶
Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface.
This setting is not active by default.
Default value:
---
'1': First Queue
'2': Second Queue
Ticket::Frontend::NewQueueSelectionString¶
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.
This setting can not be deactivated.
Default value:
<Queue>
Ticket::Frontend::NewQueueSelectionType¶
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.
This setting can not be deactivated.
Default value:
Queue
Ticket::Frontend::NewResponsibleSelection¶
Show a responsible selection in phone and email tickets in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::PendingDiffTime¶
Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).
This setting can not be deactivated.
Default value:
86400
Ticket::Frontend::RedirectAfterCloseDisabled¶
Disables the redirection to the last screen overview / dashboard after a ticket is closed.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::ShowCustomerTickets¶
Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::TextAreaEmail¶
Permitted width for compose email windows.
This setting can not be deactivated.
Default value:
82
Ticket::Frontend::TextAreaNote¶
Permitted width for compose note windows.
This setting can not be deactivated.
Default value:
78
Ticket::Frontend::TimeUnits¶
Sets the prefered time units (e.g. work units, hours, minutes).
This setting can not be deactivated.
Default value:
(work units)
Ticket::Frontend::UserDefaultQueue¶
Defines the default queue for new tickets in the agent interface.
This setting is not active by default.
Default value:
Postmaster
Frontend → Agent → ArticleComposeModule¶
Ticket::Frontend::ArticleComposeModule###1-EmailSecurity¶
Module to define the email security options to use (PGP or S/MIME).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCompose::Security
ParamType: Single
Ticket::Frontend::ArticleComposeModule###2-SignEmail¶
Module to compose signed messages (PGP or S/MIME).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCompose::Sign
ParamType: Single
Ticket::Frontend::ArticleComposeModule###3-CryptEmail¶
Module to encrypt composed messages (PGP or S/MIME).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCompose::Crypt
ParamType: Multiple
Frontend → Agent → DocumentSearch¶
DocumentSearch::Agent::DynamicField¶
Searchable and highlightable dynamic fields in the agent interface.
Default value:
--- {}
Frontend → Agent → FAQJournalOverview¶
FAQ::Frontend::JournalOverview###Small¶
Defines an overview module to show the small view of a FAQ journal.
Default value:
---
Module: Kernel::Output::HTML::FAQJournalOverview::Small
Name: Small
NameShort: S
Frontend → Agent → FAQOverview¶
FAQ::Frontend::Overview###Small¶
Defines an overview module to show the small view of a FAQ list.
Default value:
---
Module: Kernel::Output::HTML::FAQOverview::Small
Name: Small
NameShort: S
FAQ::Frontend::OverviewSmall###DynamicField¶
Dynamic fields shown in the FAQ small format overview screen of the agent interface.
Default value:
--- {}
Frontend → Agent → FrontendNotification¶
Frontend::NotifyModule###1000-CloudServicesDisabled¶
Defines the module to display a notification if cloud services are disabled.
This setting can not be deactivated.
Default value:
---
Group: admin
Module: Kernel::Output::HTML::Notification::AgentCloudServicesDisabled
Frontend::NotifyModule###1100-SystemContract¶
Defines the module to display a notification in different interfaces on different occasions for System Contract.
This setting can not be deactivated.
Default value:
---
Group: admin
Module: Kernel::Output::HTML::Notification::AgentSystemContract
Frontend::NotifyModule###2000-UID-Check¶
Defines the module to display a notification in the agent interface, if the system is used by the admin user (normally you shouldn’t work as admin).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::UIDCheck
Frontend::NotifyModule###2500-AgentSessionLimit¶
Defines the module to display a notification in the agent interface, if the agent session limit prior warning is reached.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::AgentSessionLimit
Frontend::NotifyModule###3000-ShowAgentOnline¶
Defines the module that shows all the currently logged in agents in the agent interface.
This setting is not active by default.
Default value:
---
Module: Kernel::Output::HTML::Notification::AgentOnline
ShowEmail: '1'
Frontend::NotifyModule###4000-ShowCustomerOnline¶
Defines the module that shows all the currently logged in customers in the agent interface.
This setting is not active by default.
Default value:
---
Module: Kernel::Output::HTML::Notification::CustomerOnline
ShowEmail: '1'
Frontend::NotifyModule###5000-SystemConfigurationIsDirty-Check¶
Defines the module to display a notification in the agent interface, if there are modified sysconfig settings that are not deployed yet.
This setting can not be deactivated.
Default value:
---
Group: admin
Module: Kernel::Output::HTML::Notification::SystemConfigurationIsDirtyCheck
Frontend::NotifyModule###5000-Ticket::TicketEscalation¶
Module to show notifications and escalations (ShownMax: max. shown escalations, EscalationInMinutes: Show ticket which will escalation in, CacheTime: Cache of calculated escalations in seconds).
This setting is not active by default.
Default value:
---
CacheTime: '40'
EscalationInMinutes: '120'
Module: Kernel::Output::HTML::Notification::AgentTicketEscalation
ShownMax: '25'
Frontend::NotifyModule###513-ChatAvailability-Check¶
Defines the module to display a notification in the agent interface, if the agent is not available for chat with customer users (only if setting Ticket::Agent::UnavailableForExternalChatsOnLogin is enabled).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::ChatAvailabilityCheck
Frontend::NotifyModule###5200-SystemConfigurationInvalid-Check¶
Defines the module to display a notification in the agent interface, if there are invalid sysconfig settings deployed.
This setting can not be deactivated.
Default value:
---
Group: admin
Module: Kernel::Output::HTML::Notification::SystemConfigurationInvalidCheck
Frontend::NotifyModule###523-ChatPreferredChannels-Check¶
Defines the module to display a notification in the agent interface, if the agent is available for external chats, but forgot to set preferred channel(s).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::ChatPreferredChannelsCheck
Frontend::NotifyModule###5500-OutofOffice-Check¶
Defines the module to display a notification in the agent interface, if the agent is logged in while having out-of-office active.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::OutofOfficeCheck
Frontend::NotifyModule###6000-SystemMaintenance-Check¶
Defines the module to display a notification in the agent interface, if the agent is logged in while having system maintenance active.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::SystemMaintenanceCheck
Frontend::NotifyModule###6050-SystemConfiguration-OutOfSync-Check¶
Defines the module to display a notification in the agent interface if the system configuration is out of sync.
This setting can not be deactivated.
Default value:
---
AllowedDelayMinutes: '5'
Module: Kernel::Output::HTML::Notification::SystemConfigurationOutOfSyncCheck
Frontend::NotifyModule###7000-AgentTimeZone-Check¶
Defines the module to display a notification in the agent interface, if the agent has not yet selected a time zone.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::AgentTimeZoneCheck
Frontend::NotifyModule###8000-Daemon-Check¶
Defines the module to display a notification in the agent interface if the OTRS Daemon is not running.
Default value:
---
Module: Kernel::Output::HTML::Notification::DaemonCheck
Frontend::NotifyModule###8000-PackageManager-CheckNotVerifiedPackages¶
Defines the module to display a notification in the agent interface, if the installation of not verified packages is activated (only shown to admins).
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::Notification::PackageManagerCheckNotVerifiedPackages
Frontend::NotifyModule###9000-Generic¶
Defines the module that shows a generic notification in the agent interface. Either “Text” - if configured - or the contents of “File” will be displayed (must be located under “$OTRS_HOME/var/notifications” and setting must contain only the file name, not full path). Use “Priority” key to style the notification. If “Link” key is supplied, notification text will be wrapped in an anchor leading to specified address. You can use “Target” key to define a target attribute of the defined link.
This setting is not active by default.
Default value:
---
File: notify.txt
Link: https://www.otrs.com
Module: Kernel::Output::HTML::Notification::Generic
Priority: Warning
Target: _blank
Text: The OTRS Website
Frontend → Agent → LinkObject¶
LinkObject::ComplexTable###Appointment¶
Define which columns are shown in the linked appointment widget (LinkObject::ViewMode = “complex”). Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Default value:
---
DefaultColumns:
CalendarName: '1'
Changed: '1'
Created: '1'
Description: '2'
EndTime: '2'
Location: '1'
NotificationTime: '1'
StartTime: '2'
Module: Kernel::Output::HTML::LinkObject::Appointment.pm
Priority:
CalendarName: '100'
Changed: '160'
Created: '170'
Description: '110'
EndTime: '130'
Location: '140'
NotificationTime: '150'
StartTime: '120'
LinkObject::ComplexTable###FAQ¶
Define which columns are shown in the linked FAQs widget (LinkObject::ViewMode = “complex”). Note: Only FAQ attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Default value:
---
DefaultColumns:
Approved: '1'
CategoryName: '1'
Changed: '1'
ContentType: '1'
Created: '2'
FAQNumber: '2'
Language: '1'
State: '2'
Title: '2'
Module: Kernel::Output::HTML::LinkObject::FAQ.pm
Priority:
Approved: '160'
CategoryName: '140'
Changed: '180'
ContentType: '170'
Created: '130'
FAQNumber: '100'
Language: '150'
State: '120'
Title: '110'
LinkObject::ComplexTable###Ticket¶
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.
Default value:
---
DefaultColumns:
Age: '1'
Changed: '1'
Created: '2'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Service: '1'
State: '2'
TicketNumber: '2'
Title: '2'
Type: '1'
Module: Kernel::Output::HTML::LinkObject::Ticket.pm
Priority:
Age: '110'
Changed: '120'
Created: '310'
CustomerCompanyName: '320'
CustomerID: '240'
CustomerName: '250'
CustomerUserID: '260'
EscalationResponseTime: '160'
EscalationSolutionTime: '150'
EscalationTime: '140'
EscalationUpdateTime: '170'
Lock: '200'
Owner: '220'
PendingTime: '130'
Priority: '300'
Queue: '210'
Responsible: '230'
SLA: '290'
Service: '280'
State: '190'
TicketNumber: '100'
Title: '180'
Type: '270'
LinkObject::ComplexTable::SettingsVisibility###Appointment¶
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.
Default value:
---
- AgentTicketZoom
LinkObject::ComplexTable::SettingsVisibility###FAQ¶
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 and Core.Agent.LinkObject.js.
Default value:
---
- AgentFAQZoom
LinkObject::ComplexTable::SettingsVisibility###Ticket¶
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.
Default value:
---
- AgentTicketZoom
Frontend → Agent → MIMEViewer¶
MIME-Viewer###application/excel¶
Specifies the path to the converter that allows the view of Microsoft Excel files, in the web interface.
This setting is not active by default.
Default value:
xlhtml
MIME-Viewer###application/msword¶
Specifies the path to the converter that allows the view of Microsoft Word files, in the web interface.
This setting is not active by default.
Default value:
wvWare
MIME-Viewer###application/pdf¶
Specifies the path to the converter that allows the view of PDF documents, in the web interface.
This setting is not active by default.
Default value:
pdftohtml -stdout -i
MIME-Viewer###text/xml¶
Specifies the path to the converter that allows the view of XML files, in the web interface.
This setting is not active by default.
Default value:
<OTRS_CONFIG_Home>/scripts/tools/xml2html.pl
Frontend → Agent → ModuleRegistration¶
Frontend::Module###AdminAppointmentImport¶
Frontend module registration for the agent interface.
Default value:
---
Description: Import appointments screen.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Import Appointments
Frontend::Module###AgentAppointmentAgendaOverview¶
Frontend module registration for the agent interface.
Default value:
---
Description: Overview of all appointments.
Group: []
GroupRo: []
NavBarName: Calendar
Title: Agenda Overview
Frontend::Module###AgentAppointmentCalendarOverview¶
Frontend module registration for the agent interface.
Default value:
---
Description: Appointment Calendar overview page.
Group: []
GroupRo: []
NavBarName: Calendar
Title: Overview
Frontend::Module###AgentAppointmentEdit¶
Frontend module registration for the agent interface.
Default value:
---
Description: Appointment edit screen.
Group: []
GroupRo: []
NavBarName: ''
Title: Edit appointment
Frontend::Module###AgentAppointmentList¶
Frontend module registration for the agent interface.
Default value:
---
Description: Appointment list.
Group: []
GroupRo: []
NavBarName: ''
Title: Appointment list
Frontend::Module###AgentAppointmentPluginSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Plugin search module for autocomplete.
Group: []
GroupRo: []
NavBarName: ''
Title: Plugin search
Frontend::Module###AgentChat¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent chat screen.
Group: []
GroupRo: []
NavBarName: Chat
Title: Chat
Frontend::Module###AgentChatAppend¶
Frontend module registration for the agent interface.
Default value:
---
Description: Append Chat to Ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Append Chat to Ticket
Frontend::Module###AgentChatAvailability¶
Frontend module registration for the agent interface.
Default value:
---
Description: Chat availability.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Availability
Frontend::Module###AgentChatDownload¶
Frontend module registration for the agent interface.
Default value:
---
Description: Chat download.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Download
Frontend::Module###AgentChatPopup¶
Frontend module registration for the agent interface.
Default value:
---
Description: Chat popup.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Popup
Frontend::Module###AgentChatPreview¶
Frontend module registration for the agent interface.
Default value:
---
Description: Chat preview.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Preview
Frontend::Module###AgentContactWithDataSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent contact with data search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Contact With Data Search
Frontend::Module###AgentCustomerInformationCenter¶
Frontend module registration for the agent interface.
Default value:
---
Description: Customer Information Center.
Group: []
GroupRo: []
NavBarName: Customers
Title: ''
Frontend::Module###AgentCustomerInformationCenterSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Customer Information Center Search.
Group: []
GroupRo: []
NavBarName: ''
Title: ''
Frontend::Module###AgentCustomerSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent Customer Search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Customer Search
Frontend::Module###AgentCustomerSearchSMS¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent Customer Search SMS.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Customer Search SMS
Frontend::Module###AgentCustomerUserAddressBook¶
Frontend module registration for the agent interface.
Default value:
---
Description: Search customer user.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Search Customer User
Frontend::Module###AgentCustomerUserInformationCenter¶
Frontend module registration for the agent interface.
Default value:
---
Description: Customer User Information Center.
Group: []
GroupRo: []
NavBarName: Customer Users
Title: ''
Frontend::Module###AgentCustomerUserInformationCenterSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Customer User Information Center Search.
Group: []
GroupRo: []
NavBarName: ''
Title: ''
Frontend::Module###AgentDashboard¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent dashboard.
Group: []
GroupRo: []
NavBarName: Dashboard
Title: Agent Dashboard
Frontend::Module###AgentDocumentSearch¶
Frontend module registration for the agent interface.
Default value:
---
AccessKey: ''
Description: Document Search
Group: []
GroupRo: []
NavBarName: Document Search
Title: ''
Frontend::Module###AgentFAQAdd¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQCategory¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group:
- admin
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQDelete¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Delete.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Delete
Frontend::Module###AgentFAQEdit¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Edit.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Edit
Frontend::Module###AgentFAQExplorer¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQHistory¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ History.
Group: []
GroupRo: []
NavBarName: FAQ
Title: History
Frontend::Module###AgentFAQJournal¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQLanguage¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group:
- admin
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQPrint¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Print.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Print
Frontend::Module###AgentFAQRichText¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ AJAX Responder for Richtext.
Group: []
GroupRo: []
NavBarName: ''
Title: FAQ AJAX Responder
Frontend::Module###AgentFAQSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQSearchSmall¶
Frontend module registration for the agent interface.
Default value:
---
Description: Search FAQ Small.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentFAQZoom¶
Frontend module registration for the agent interface.
Default value:
---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ
Frontend::Module###AgentInfo¶
Frontend module registration for the agent interface.
Default value:
---
Description: Generic Info module.
Group: []
GroupRo: []
NavBarName: ''
Title: Info
Frontend::Module###AgentLinkObject¶
Frontend module registration for the agent interface.
Default value:
---
Description: Link Object.
Group: []
GroupRo: []
NavBarName: ''
Title: Link Object
Frontend::Module###AgentNotificationView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Notification web view.
Group: []
GroupRo: []
NavBarName: Notification web view
Title: Notification Web View
Frontend::Module###AgentPreferences¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent Preferences.
Group: []
GroupRo: []
NavBarName: Preferences
Title: ''
Frontend::Module###AgentSplitSelection¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket split dialog.
Group: []
GroupRo: []
NavBarName: ''
Title: ''
Frontend::Module###AgentStatistics¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent Statistics.
Group:
- stats
GroupRo:
- stats
NavBarName: Reports
Title: Statistics
Frontend::Module###AgentStatisticsReports¶
Frontend module registration for the agent interface.
Default value:
---
Description: Statistics reports.
Group:
- stats
GroupRo:
- stats
NavBarName: Statistics Reports
Title: Statistics Reports
Frontend::Module###AgentSystemContract¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent
Group: []
GroupRo: []
NavBarName: ''
Title: System Contract
Frontend::Module###AgentTicketArticleContent¶
Frontend module registration for the agent interface.
Default value:
---
Description: To view HTML attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''
Frontend::Module###AgentTicketAttachment¶
Frontend module registration for the agent interface.
Default value:
---
Description: To download attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''
Frontend::Module###AgentTicketAttachmentView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Attachments
Frontend::Module###AgentTicketBounce¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Compose Bounce Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Bounce
Frontend::Module###AgentTicketBulk¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket bulk module.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Bulk Action
Frontend::Module###AgentTicketClose¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Close.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Close
Frontend::Module###AgentTicketCompose¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Compose email Answer.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Compose
Frontend::Module###AgentTicketCustomer¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Customer.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Customer
Frontend::Module###AgentTicketEmail¶
Frontend module registration for the agent interface.
Default value:
---
Description: Create new email ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New email ticket
Frontend::Module###AgentTicketEmailOutbound¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Outbound Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Email Outbound
Frontend::Module###AgentTicketEmailResend¶
Frontend module registration for the agent interface.
Default value:
---
Description: Resend Ticket Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Email Resend
Frontend::Module###AgentTicketEscalationView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Overview of all escalated tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Escalation view
Frontend::Module###AgentTicketForward¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Forward Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Forward
Frontend::Module###AgentTicketFreeText¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket FreeText.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Free Fields
Frontend::Module###AgentTicketHistory¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket History.
Group: []
GroupRo: []
NavBarName: Ticket
Title: History
Frontend::Module###AgentTicketLock¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Lock.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Lock
Frontend::Module###AgentTicketLockedView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Locked Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Locked Tickets
Frontend::Module###AgentTicketMerge¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Merge.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Merge
Frontend::Module###AgentTicketMove¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Move.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Move
Frontend::Module###AgentTicketNote¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Note.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Note
Frontend::Module###AgentTicketOwner¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Owner.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Owner
Frontend::Module###AgentTicketPending¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Pending.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Pending
Frontend::Module###AgentTicketPhone¶
Frontend module registration for the agent interface.
Default value:
---
Description: Create new phone ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New phone ticket
Frontend::Module###AgentTicketPhoneInbound¶
Frontend module registration for the agent interface.
Default value:
---
Description: Incoming Phone Call.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Phone-Ticket
Frontend::Module###AgentTicketPhoneOutbound¶
Frontend module registration for the agent interface.
Default value:
---
Description: Phone Call.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Phone-Ticket
Frontend::Module###AgentTicketPlain¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket plain view of an email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Plain
Frontend::Module###AgentTicketPrint¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Print.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Print
Frontend::Module###AgentTicketPriority¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Priority.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Priority
Frontend::Module###AgentTicketProcess¶
Frontend module registration for the agent interface.
Default value:
---
Description: Create new process ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New process ticket
Frontend::Module###AgentTicketQueue¶
Frontend module registration for the agent interface.
Default value:
---
Description: Overview of all open Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: QueueView
Frontend::Module###AgentTicketResponsible¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Responsible.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Responsible
Frontend::Module###AgentTicketResponsibleView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Responsible Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Responsible Tickets
Frontend::Module###AgentTicketSMS¶
Frontend module registration for the agent interface.
Default value:
---
Description: Create new SMS ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New SMS ticket
Frontend::Module###AgentTicketSMSOutbound¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Outbound SMS.
Group: []
GroupRo: []
NavBarName: Ticket
Title: SMS Outbound
Frontend::Module###AgentTicketSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Search Ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Search
Frontend::Module###AgentTicketService¶
Frontend module registration for the agent interface.
Default value:
---
Description: Overview of all open Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ServiceView
Frontend::Module###AgentTicketStatusView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Overview of all open tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Status view
Frontend::Module###AgentTicketWatchView¶
Frontend module registration for the agent interface.
Default value:
---
Description: Watched Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Watched Tickets
Frontend::Module###AgentTicketWatcher¶
Frontend module registration for the agent interface.
Default value:
---
Description: A TicketWatcher Module.
Group: []
GroupRo: []
NavBarName: Ticket-Watcher
Title: Ticket Watcher
Frontend::Module###AgentTicketZoom¶
Frontend module registration for the agent interface.
Default value:
---
Description: Ticket Zoom.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Zoom
Frontend::Module###AgentUserSearch¶
Frontend module registration for the agent interface.
Default value:
---
Description: Agent User Search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent User Search
Frontend::Module###AgentVideoChat¶
Frontend module registration for the agent interface.
Default value:
---
Description: Video and audio call screen.
Group: []
GroupRo: []
NavBarName: ''
Frontend::Module###AgentZoom¶
Frontend module registration for the agent interface.
Default value:
---
Description: Compat module for AgentZoom to AgentTicketZoom.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''
Frontend::Module###AjaxAttachment¶
Frontend module registration for the agent interface.
Default value:
---
Description: AJAX attachment.
Group: []
GroupRo: []
NavBarName: ''
Title: AJAX Attachment
Frontend::Module###Logout¶
Frontend module registration for the agent interface.
Default value:
---
Description: Logout
Group: []
GroupRo: []
NavBarName: ''
Title: ''
Frontend::Module###PictureUpload¶
Frontend module registration for the agent interface.
This setting can not be deactivated.
Default value:
---
Description: Picture upload module.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Picture Upload
Frontend → Agent → ModuleRegistration → Loader¶
Loader::Module::AgentAppointmentAgendaOverview###002-Calendar¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.css
- Core.AppointmentCalendar.css
- Core.AppointmentCalendar.Agenda.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.js
- Core.Agent.AppointmentCalendar.js
Loader::Module::AgentAppointmentCalendarOverview###002-Calendar¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.css
- thirdparty/fullcalendar-scheduler-1.10.1/scheduler.min.css
- Core.AppointmentCalendar.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.js
- thirdparty/fullcalendar-scheduler-1.10.1/scheduler.min.js
- Core.Agent.AppointmentCalendar.js
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
Loader::Module::AgentChat###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- thirdparty/spectrum-1.8.1/spectrum.css
- Core.Agent.Chat.css
JavaScript:
- thirdparty/spectrum-1.8.1/spectrum.js
- Core.Agent.Chat.js
Loader::Module::AgentChatAppend###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Chat.Append.css
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.Chat.Append.js
Loader::Module::AgentChatPopup###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Chat.css
JavaScript:
- Core.Agent.Chat.js
Loader::Module::AgentChatPreview###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.Chat.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
Loader::Module::AgentCustomerInformationCenter###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.Dashboard.js
- Core.Agent.TableFilters.js
- Core.Agent.SwitchToCustomerAction.js
- Core.Agent.CustomerInformationCenter.js
Loader::Module::AgentCustomerUserAddressBook###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.CustomerUserAddressBook.css
JavaScript:
- Core.Agent.CustomerUserAddressBook.js
Loader::Module::AgentCustomerUserInformationCenter###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.Dashboard.js
- Core.Agent.TableFilters.js
- Core.Agent.CustomerUserInformationCenter.js
Loader::Module::AgentDashboard###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Dashboard.css
- Core.AllocationList.css
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.css
- thirdparty/nvd3-1.7.1/nv.d3.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.10.2/fullcalendar.min.js
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- thirdparty/canvg-1.4/rgbcolor.js
- thirdparty/canvg-1.4/StackBlur.js
- thirdparty/canvg-1.4/canvg.js
- thirdparty/StringView-8/stringview.js
- Core.UI.AdvancedChart.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Dashboard.js
- Core.Agent.Statistics.ParamsWidget.js
Loader::Module::AgentFAQAdd###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js
Loader::Module::AgentFAQCategory###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js
Loader::Module::AgentFAQEdit###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js
Loader::Module::AgentFAQExplorer###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js
Loader::Module::AgentFAQJournal###002-FAQ¶
Loader module registration for the agent interface.
Default value:
--- {}
Loader::Module::AgentFAQLanguage###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js
Loader::Module::AgentFAQSearch###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.js
Loader::Module::AgentFAQZoom###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.FAQ.Detail.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js
- Core.Agent.FAQ.TicketCompose.js
- Core.Agent.FAQ.FAQZoom.js
- Core.UI.AllocationList.js
- Core.UI.Table.Sort.js
- Core.Agent.TableFilters.js
- Core.Agent.LinkObject.js
Loader::Module::AgentLinkObject###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.LinkObject.SearchForm.js
Loader::Module::AgentNotificationView###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
- Core.Agent.NotificationView.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.NotificationView.js
Loader::Module::AgentPreferences###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Preferences.css
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Preferences.js
- Core.Agent.SharedSecretGenerator.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js
Loader::Module::AgentStatistics###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- thirdparty/nvd3-1.7.1/nv.d3.css
- Core.Agent.Statistics.css
JavaScript:
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- thirdparty/canvg-1.4/rgbcolor.js
- thirdparty/canvg-1.4/StackBlur.js
- thirdparty/canvg-1.4/canvg.js
- thirdparty/StringView-8/stringview.js
- Core.Agent.Statistics.js
- Core.UI.AdvancedChart.js
- Core.Agent.Statistics.ParamsWidget.js
Loader::Module::AgentStatisticsReports###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- thirdparty/nvd3-1.7.1/nv.d3.css
- Core.Agent.StatisticsReports.css
JavaScript:
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- Core.UI.AdvancedChart.js
- Core.Agent.StatisticsReports.js
Loader::Module::AgentSystemContract###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.SystemContract.css
Loader::Module::AgentTicketAttachmentView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.AttachmentView.css
JavaScript:
- thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js
- Core.UI.Table.Sort.js
- Core.Agent.TicketAttachmentView.js
Loader::Module::AgentTicketBounce###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketBounce.js
Loader::Module::AgentTicketBulk###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketBulk.js
Loader::Module::AgentTicketClose###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketCompose###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketCompose.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketCustomer###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketEmail###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js
Loader::Module::AgentTicketEmail###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmail.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketEmailOutbound###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmailOutbound.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketEmailResend###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmailResend.js
Loader::Module::AgentTicketEscalationView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketForward###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketForward.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketFreeText###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketHistory###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.TicketHistory.css
JavaScript:
- Core.Agent.TicketHistory.js
Loader::Module::AgentTicketLockedView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketMerge###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketMerge.js
Loader::Module::AgentTicketMove###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketMove.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketNote###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketOwner###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketPending###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketPhone###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js
Loader::Module::AgentTicketPhone###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhone.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketPhoneInbound###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhoneCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketPhoneOutbound###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhoneCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketPriority###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketProcess###002-FAQ¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js
Loader::Module::AgentTicketProcess###002-ProcessManagement¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.TicketProcess.css
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketProcess.js
- Core.TicketProcess.js
Loader::Module::AgentTicketQueue###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketResponsible###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketResponsibleView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketSMS###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- thirdparty/libphonenumber-js/libphonenumber-js.min.js
- Core.Agent.CustomerSearchSMS.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSMS.js
Loader::Module::AgentTicketSMSOutbound###001-Framework¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- thirdparty/libphonenumber-js/libphonenumber-js.min.js
- Core.Agent.CustomerSearchSMS.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSMS.js
- Core.Agent.TicketFormDraft.js
Loader::Module::AgentTicketSearch###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketService###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AgentTicketService.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketStatusView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketWatchView###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js
Loader::Module::AgentTicketZoom###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.TicketProcess.css
- Core.Agent.TicketMenuModuleCluster.css
- Core.AllocationList.css
JavaScript:
- 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.ProcessInformation.js
- Core.Agent.TableFilters.js
- Core.Agent.TicketFormDraft.js
- Core.Agent.TicketZoom.TimelineView.js
Loader::Module::AgentTicketZoom###010-TicketSMS¶
Loader module registration for the agent interface.
Default value:
---
JavaScript:
- Core.Agent.TicketSMS.js
Loader::Module::AgentVideoChat###002-Ticket¶
Loader module registration for the agent interface.
Default value:
---
CSS:
- Core.Agent.Chat.VideoChat.css
Frontend → Agent → TicketOverview¶
Ticket::Frontend::Overview###Medium¶
Allows having a medium format ticket overview (CustomerInfo => 1 - shows also the customer information).
Default value:
---
CustomerInfo: '0'
Module: Kernel::Output::HTML::TicketOverview::Medium
ModulePriority: '200'
Name: Medium
NameShort: M
OverviewMenuModules: '1'
TicketActionsPerTicket: '1'
Ticket::Frontend::Overview###Preview¶
Shows a preview of the ticket overview (CustomerInfo => 1 - shows also Customer-Info, CustomerInfoMaxSize max. size in characters of Customer-Info).
Default value:
---
CustomerInfo: '0'
CustomerInfoMaxSize: '18'
DefaultPreViewLines: '25'
DefaultViewNewLine: '90'
Module: Kernel::Output::HTML::TicketOverview::Preview
ModulePriority: '300'
Name: Large
NameShort: L
OverviewMenuModules: '1'
StripEmptyLines: '0'
TicketActionsPerTicket: '1'
Ticket::Frontend::Overview###Small¶
Allows having a small format ticket overview (CustomerInfo => 1 - shows also the customer information).
Default value:
---
CustomerInfo: '1'
Module: Kernel::Output::HTML::TicketOverview::Small
ModulePriority: '100'
Name: Small
NameShort: S
Ticket::Frontend::Overview::PreviewArticleLimit¶
Sets the count of articles visible in preview mode of ticket overviews.
This setting can not be deactivated.
Default value:
5
Ticket::Frontend::Overview::PreviewArticleSenderTypes¶
Defines which article sender types should be shown in the preview of a ticket.
This setting is not active by default.
Default value:
---
agent: '1'
customer: '1'
system: '1'
Ticket::Frontend::Overview::PreviewIsVisibleForCustomerExpanded¶
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.
This setting is not active by default.
Default value:
0
Ticket::Frontend::OverviewMedium###DynamicField¶
Dynamic fields shown in the ticket medium format overview screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::OverviewPreview###DynamicField¶
Dynamic fields shown in the ticket preview format overview screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::OverviewSmall###DynamicField¶
Dynamic fields shown in the ticket small format overview screen of the agent interface.
Default value:
--- {}
Frontend → Agent → ToolBar¶
Frontend::ToolBarModule###110-Ticket::AgentTicketQueue¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: q
Action: AgentTicketQueue
CssClass: QueueView
Icon: fa fa-folder
Link: Action=AgentTicketQueue
Module: Kernel::Output::HTML::ToolBar::Link
Name: Queue view
Priority: '1010010'
Frontend::ToolBarModule###12-ChatRequests¶
Agent interface notification module to check for open chat requests.
Default value:
---
AccessKey: ''
CssClass: ChatRequests
Icon: fa fa-comments-o
Module: Kernel::Output::HTML::ToolBar::ChatRequests
Priority: '1030040'
Frontend::ToolBarModule###12-NotificationWebView::AgentNotificationView¶
Tool-bar item for a notification web view.
Default value:
---
AccessKey: u
Action: AgentNotificationView
CssClass: NotificationView
Icon: fa fa-flag-o
Link: Action=AgentNotificationView
Module: Kernel::Output::HTML::ToolBar::NotificationView
Name: 'Notifications Unseen:'
Priority: '1040010'
Frontend::ToolBarModule###120-Ticket::AgentTicketStatus¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: ''
Action: AgentTicketStatusView
CssClass: StatusView
Icon: fa fa-list-ol
Link: Action=AgentTicketStatusView
Module: Kernel::Output::HTML::ToolBar::Link
Name: Status view
Priority: '1010020'
Frontend::ToolBarModule###13-ChatAvailability¶
Agent interface availability.
Default value:
---
AccessKey: ''
CssClass: ChatAvailability
Icon: fa fa-circle-o
Module: Kernel::Output::HTML::ToolBar::ChatAvailability
Priority: '1030042'
Frontend::ToolBarModule###130-Ticket::AgentTicketEscalation¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: w
Action: AgentTicketEscalationView
CssClass: EscalationView
Icon: fa fa-exclamation
Link: Action=AgentTicketEscalationView
Module: Kernel::Output::HTML::ToolBar::Link
Name: Escalation view
Priority: '1010030'
Frontend::ToolBarModule###140-Ticket::AgentTicketPhone¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: ''
Action: AgentTicketPhone
CssClass: PhoneTicket
Icon: fa fa-phone
Link: Action=AgentTicketPhone
Module: Kernel::Output::HTML::ToolBar::Link
Name: New phone ticket
Priority: '1020010'
Frontend::ToolBarModule###150-Ticket::AgentTicketEmail¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: ''
Action: AgentTicketEmail
CssClass: EmailTicket
Icon: fa fa-envelope
Link: Action=AgentTicketEmail
Module: Kernel::Output::HTML::ToolBar::Link
Name: New email ticket
Priority: '1020020'
Frontend::ToolBarModule###160-Ticket::AgentTicketProcess¶
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”.
This setting is not active by default.
Default value:
---
AccessKey: ''
Action: AgentTicketProcess
CssClass: ProcessTicket
Icon: fa fa-sitemap
Link: Action=AgentTicketProcess
Module: Kernel::Output::HTML::ToolBar::Link
Name: New process ticket
Priority: '1020030'
Frontend::ToolBarModule###170-Ticket::TicketResponsible¶
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”.
Default value:
---
AccessKey: r
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Responsible
CssClassNew: Responsible New
CssClassReached: Responsible Reached
Icon: fa fa-user
IconNew: fa fa-user
IconReached: fa fa-user
Module: Kernel::Output::HTML::ToolBar::TicketResponsible
Priority: '1030010'
Frontend::ToolBarModule###180-Ticket::TicketWatcher¶
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”.
Default value:
---
AccessKey: ''
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Watcher
CssClassNew: Watcher New
CssClassReached: Watcher Reached
Icon: fa fa-eye
IconNew: fa fa-eye
IconReached: fa fa-eye
Module: Kernel::Output::HTML::ToolBar::TicketWatcher
Priority: '1030020'
Frontend::ToolBarModule###190-Ticket::TicketLocked¶
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”.
Default value:
---
AccessKey: k
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Locked
CssClassNew: Locked New
CssClassReached: Locked Reached
Icon: fa fa-lock
IconNew: fa fa-lock
IconReached: fa fa-lock
Module: Kernel::Output::HTML::ToolBar::TicketLocked
Priority: '1030030'
Frontend::ToolBarModule###200-Ticket::AgentTicketService¶
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”.
This setting is not active by default.
Default value:
---
CssClass: ServiceView
Icon: fa fa-wrench
Module: Kernel::Output::HTML::ToolBar::TicketService
Priority: '1030035'
Frontend::ToolBarModule###210-Ticket::TicketSearchProfile¶
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”.
This setting is not active by default.
Default value:
---
Block: ToolBarSearchProfile
Description: Search template
MaxWidth: '40'
Module: Kernel::Output::HTML::ToolBar::TicketSearchProfile
Name: Search template
Priority: '1990010'
Frontend::ToolBarModule###230-CICSearchCustomerID¶
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”.
This setting is not active by default.
Default value:
---
Block: ToolBarCICSearchCustomerID
Description: CustomerID...
Module: Kernel::Output::HTML::ToolBar::Generic
Name: CustomerID
Priority: '1990030'
Size: '10'
Frontend::ToolBarModule###240-CICSearchCustomerUser¶
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”.
This setting is not active by default.
Default value:
---
Block: ToolBarCICSearchCustomerUser
Description: Customer user...
Module: Kernel::Output::HTML::ToolBar::Generic
Name: Customer User
Priority: '1990040'
Size: '10'
Frontend::ToolBarModule###90-FAQ::AgentFAQAdd¶
Toolbar Item for a shortcut.
This setting is not active by default.
Default value:
---
AccessKey: ''
Action: AgentFAQAdd
CssClass: FAQ
Icon: fa fa-question
Link: Action=AgentFAQAdd
Module: Kernel::Output::HTML::ToolBar::Link
Name: Add FAQ article
Priority: '1020090'
Frontend → Agent → View → CustomerInformationCenter¶
AgentCustomerInformationCenter::Backend###0050-CIC-CustomerUserList¶
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.
Default value:
---
Attributes: ''
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
Description: All customer users of a CustomerID
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::CustomerUserList
Permission: ro
Title: Customer Users
AgentCustomerInformationCenter::Backend###0100-CIC-TicketPendingReminder¶
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.
Default value:
---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: UntilTime
Title: Reminder Tickets
AgentCustomerInformationCenter::Backend###0110-CIC-TicketEscalation¶
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.
Default value:
---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: EscalationTime
Title: Escalated Tickets
AgentCustomerInformationCenter::Backend###0120-CIC-TicketNew¶
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.
Default value:
---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: New Tickets
AgentCustomerInformationCenter::Backend###0130-CIC-TicketOpen¶
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.
Default value:
---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: Open Tickets
AgentCustomerInformationCenter::Backend###0500-CIC-CustomerIDStatus¶
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.
Default value:
---
Attributes: ''
Block: ContentSmall
CacheTTLLocal: '0.5'
Default: '1'
Description: Company Status
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerIDStatus
Permission: ro
Title: Company Status
Frontend → Agent → View → CustomerUserAddressBook¶
CustomerUser::Frontend::Overview###AddressBook¶
Defines an overview module to show the address book view of a customer user list.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::CustomerUser::OverviewAddressBook
Name: AddressBook
Frontend → Agent → View → CustomerUserInformationCenter¶
AgentCustomerUserInformationCenter::Backend###0050-CUIC-CustomerIDList¶
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.
Default value:
---
Attributes: ''
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
Description: All CustomerIDs of a customer user.
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::CustomerIDList
Permission: ro
Title: Customer IDs
AgentCustomerUserInformationCenter::Backend###0100-CUIC-TicketPendingReminder¶
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.
Default value:
---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: UntilTime
Title: Reminder Tickets
AgentCustomerUserInformationCenter::Backend###0110-CUIC-TicketEscalation¶
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.
Default value:
---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: EscalationTime
Title: Escalated Tickets
AgentCustomerUserInformationCenter::Backend###0120-CUIC-TicketNew¶
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.
Default value:
---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: New Tickets
AgentCustomerUserInformationCenter::Backend###0130-CUIC-TicketOpen¶
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.
Default value:
---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: Open Tickets
Frontend → Agent → View → CustomerUserSearch¶
CustomerUser::Frontend::AgentCustomerUserAddressBook###DefaultFields¶
Defines the default filter fields in the customer user address book search (CustomerUser or CustomerCompany). For the CustomerCompany fields a prefix ‘CustomerCompany_’ must be added.
This setting can not be deactivated.
Default value:
---
Email:
- UserLogin
- UserFirstname
- UserLastname
- UserEmail
- UserCustomerID
CustomerUser::Frontend::AgentCustomerUserAddressBook###DefaultFields###SMS¶
Defines the default filter fields in the customer user address book search (CustomerUser or CustomerCompany). For the CustomerCompany fields a prefix ‘CustomerCompany_’ must be added.
This setting can not be deactivated.
Default value:
---
- UserFirstname
- UserLastname
- UserLogin
- UserMobile
- UserCustomerID
CustomerUser::Frontend::AgentCustomerUserAddressBook###SearchParameters¶
Defines the search parameters for the AgentCustomerUserAddressBook screen. With the setting ‘CustomerTicketTextField’ the values for the recipient field can be specified.
This setting can not be deactivated.
Default value:
---
Email:
CustomerTicketTextField: UserMailString
Order::Default: Up
PageShown: '50'
SearchLimit: '10000'
SortBy::Default: UserLogin
CustomerUser::Frontend::AgentCustomerUserAddressBook###SearchParameters###SMS¶
Defines the search parameters for the AgentCustomerUserAddressBook screen. With the setting ‘CustomerTicketTextField’ the values for the recipient field can be specified.
This setting can not be deactivated.
Default value:
---
CustomerTicketTextField: UserMobile
Order::Default: Up
PageShown: '50'
SearchLimit: '10000'
SortBy::Default: UserLogin
CustomerUser::Frontend::AgentCustomerUserAddressBook###ShowColumns¶
Defines the shown columns and the position in the AgentCustomerUserAddressBook result screen.
This setting can not be deactivated.
Default value:
---
Email:
- UserFirstname
- UserLastname
- UserLogin
- UserEmail
- UserCustomerID
CustomerUser::Frontend::AgentCustomerUserAddressBook###ShowColumns###SMS¶
Defines the shown columns and the position in the AgentCustomerUserAddressBook result screen.
This setting can not be deactivated.
Default value:
---
- UserFirstname
- UserLastname
- UserLogin
- UserMobile
- UserCustomerID
Frontend → Agent → View → Dashboard¶
AgentCustomerInformationCenter::Backend###0600-CIC-CustomerCompanyInformation¶
Parameters for the dashboard backend of the customer company information 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.
Default value:
---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerCompanyInformation
Title: Customer Information
AgentCustomerUserInformationCenter::Backend###0100-CUIC-CustomerUserInformation¶
Parameters for the dashboard backend of the customer user information 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.
Default value:
---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer User Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerUserInformation
Title: Customer User Information
AgentCustomerUserInformationCenter::Backend###0600-CUIC-CustomerCompanyInformation¶
Parameters for the dashboard backend of the customer company information 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.
Default value:
---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerCompanyInformation
Title: Customer Information
DashboardBackend###0000-ProductNotify¶
Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
Default value:
---
Block: ContentLarge
CacheTTLLocal: '1440'
Default: '1'
Description: News about OTRS releases!
Group: admin
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::ProductNotify
Title: Product News
DashboardBackend###0100-TicketPendingReminder¶
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.
Default value:
---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: UntilTime
Title: Reminder Tickets
DashboardBackend###0110-TicketEscalation¶
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.
Default value:
---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: EscalationTime
Title: Escalated Tickets
DashboardBackend###0120-TicketNew¶
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.
Default value:
---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: Age
Title: New Tickets
DashboardBackend###0130-TicketOpen¶
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.
Default value:
---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: Age
Title: Open Tickets
DashboardBackend###0140-RunningTicketProcess¶
Parameters for the dashboard backend of the running process 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.
Default value:
---
Attributes: StateType=new;StateType=open;StateType=pending reminder;StateType=pending
auto
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '0'
DefaultColumns:
Age: '2'
Changed: '1'
CustomerID: '1'
CustomerName: '1'
CustomerUserID: '1'
DynamicField_ProcessManagementActivityID: '2'
DynamicField_ProcessManagementProcessID: '2'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '1'
Owner: '1'
PendingTime: '1'
Priority: '1'
Queue: '1'
Responsible: '1'
SLA: '1'
Service: '1'
State: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Group: ''
IsProcessWidget: '1'
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: UntilTime
Title: Running Process Tickets
DashboardBackend###0200-Image¶
Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
This setting is not active by default.
Default value:
---
Block: ContentLarge
Default: '1'
Description: Some picture description!
Group: ''
Height: '140'
Link: https://otrs.org/
LinkTitle: https://otrs.org/
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::Image
Title: A picture
URL: https://www.otrs.com/wp-uploads//2013/10/OTRS_Logo-300x170.png
Width: '198'
DashboardBackend###0210-MOTD¶
Shows the message of the day (MOTD) in the agent dashboard. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
This setting is not active by default.
Default value:
---
Block: ContentLarge
Default: '1'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::MOTD
Title: Message of the Day
DashboardBackend###0250-TicketStats¶
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.
Default value:
---
Block: ContentSmall
CacheTTLLocal: '30'
Changed: '1'
Closed: '1'
Default: '1'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketStatsGeneric
Permission: rw
Title: 7 Day Stats
DashboardBackend###0260-TicketCalendar¶
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.
Default value:
---
Block: ContentSmall
CacheTTL: '2'
Default: '1'
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::Calendar
OwnerOnly: ''
Permission: rw
Title: Upcoming Events
DashboardBackend###0270-TicketQueueOverview¶
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.
Default value:
---
Block: ContentLarge
CacheTTLLocal: '2'
Default: '1'
Description: Provides a matrix overview of the tickets per state per queue
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketQueueOverview
Permission: rw
QueuePermissionGroup: ''
Sort: SortBy=Age;OrderBy=Up
States:
'1': new
'4': open
'6': pending reminder
Title: Ticket Queue Overview
DashboardBackend###0280-DashboardEventsTicketCalendar¶
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.
Default value:
---
Block: ContentLarge
CacheTTL: '0'
Default: '0'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::EventsTicketCalendar
Title: Events Ticket Calendar
DashboardBackend###0300-IFrame¶
Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
This setting is not active by default.
Default value:
---
Align: left
Block: ContentLarge
Default: '1'
Description: Some description!
Frameborder: '1'
Group: ''
Height: '800'
Link: https://otrs.com/
LinkTitle: OTRS.com/
Mandatory: '0'
Marginheight: '5'
Marginwidth: '5'
Module: Kernel::Output::HTML::Dashboard::IFrame
Scrolling: auto
Title: A Website
URL: https://otrs.com/
Width: '1024'
DashboardBackend###0390-UserOutOfOffice¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
Default value:
---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '1'
Description: Out of Office users.
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::UserOutOfOffice
SortBy: UserFullname
Title: Out Of Office
DashboardBackend###0398-FAQ-LastChange¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually.
Default value:
---
Block: ContentSmall
Default: '1'
Description: ''
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::FAQ
Title: Latest updated FAQ articles
Type: LastChange
DashboardBackend###0399-FAQ-LastCreate¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually.
Default value:
---
Block: ContentSmall
Default: '1'
Description: ''
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::FAQ
Title: Latest created FAQ articles
Type: LastCreate
DashboardBackend###0400-UserOnline¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
Default value:
---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '0'
Description: Logged in users.
Filter: Agent
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::UserOnline
ShowEmail: '0'
SortBy: UserFullname
Title: Logged-In Users
DashboardBackend###0405-News¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
Default value:
---
Block: ContentSmall
CacheTTL: '360'
Default: '1'
Description: News about OTRS.
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::News
Title: OTRS News
DashboardBackend###0410-RSS¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
This setting is not active by default.
Default value:
---
Block: ContentSmall
CacheTTL: '360'
Default: '1'
Description: Custom RSS feed.
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::RSS
Title: Custom RSS Feed
URL: https://www.otrs.com/en/rss.xml
URL_de: https://www.otrs.com/de/rss.xml
URL_es: https://www.otrs.com/es/rss.xml
URL_nl: https://www.otrs.com/nl/rss.xml
URL_ru: https://www.otrs.com/ru/rss.xml
URL_zh: https://www.otrs.com/cn/rss.xml
DashboardBackend###0420-CmdOutput¶
Defines the parameters for the dashboard backend. “Cmd” is used to specify command with parameters. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
This setting is not active by default.
Default value:
---
Block: ContentSmall
CacheTTL: '60'
Cmd: /bin/echo Configure me please.
Default: '0'
Description: Show command line output.
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::CmdOutput
Title: Sample command output
DashboardBackend###0500-AppointmentCalendar¶
Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.
Default value:
---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '0'
Description: Appointments
Filter: Today
Group: ''
IdleMinutes: '60'
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::AppointmentCalendar
ShowEmail: '0'
SortBy: UserFullname
Title: Appointments
Frontend → Agent → View → Dashboard → EventsTicketCalendar¶
DashboardEventsTicketCalendar###CalendarWidth¶
Defines the calendar width in percent. Default is 95%.
This setting can not be deactivated.
Default value:
95
DashboardEventsTicketCalendar###Queues¶
Defines queues that’s tickets are used for displaying as calendar events.
This setting can not be deactivated.
Default value:
---
- Raw
DashboardEventsTicketCalendar::DynamicFieldEndTime¶
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.
Default value:
TicketCalendarEndTime
DashboardEventsTicketCalendar::DynamicFieldStartTime¶
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.
Default value:
TicketCalendarStartTime
DashboardEventsTicketCalendar::DynamicFieldsForEvents¶
Defines the dynamic fields that are used for displaying on calendar events.
This setting can not be deactivated.
Default value:
---
- TicketCalendarStartTime
- TicketCalendarEndTime
DashboardEventsTicketCalendar::TicketFieldsForEvents¶
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.
This setting can not be deactivated.
Default value:
---
CustomerID: Customer ID
CustomerUserID: Customer user
Priority: Priority
Queue: Queue
SLA: SLA
Service: Service
State: State
Title: Title
Type: Type
Frontend → Agent → View → Dashboard → TicketFilters¶
OnlyValuesOnTicket¶
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.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → FAQAdd¶
FAQ::Frontend::AgentFAQAdd###DynamicField¶
Dynamic fields shown in the FAQ add screen of the agent interface.
Default value:
--- {}
FAQ::Frontend::AgentFAQAdd###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
320
FAQ::Frontend::AgentFAQAdd###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Frontend → Agent → View → FAQEdit¶
FAQ::Frontend::AgentFAQEdit###DynamicField¶
Dynamic fields shown in the FAQ edit screen of the agent interface.
Default value:
--- {}
FAQ::Frontend::AgentFAQEdit###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
320
FAQ::Frontend::AgentFAQEdit###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Frontend → Agent → View → FAQExplorer¶
FAQ::Frontend::AgentFAQExplorer###Order::Default¶
Defines the default FAQ order in the FAQ Explorer result of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Down
FAQ::Frontend::AgentFAQExplorer###SearchLimit¶
Maximum number of FAQ articles to be displayed in the FAQ Explorer result of the agent interface.
This setting can not be deactivated.
Default value:
200
FAQ::Frontend::AgentFAQExplorer###ShowColumns¶
Defines the shown columns in the FAQ Explorer. This option has no effect on the position of the column.
This setting can not be deactivated.
Default value:
---
Category: '0'
Changed: '0'
Language: '1'
State: '1'
Title: '1'
Valid: '1'
FAQ::Frontend::AgentFAQExplorer###ShowInvalidFAQItems¶
Show invalid items in the FAQ Explorer result of the agent interface.
This setting can not be deactivated.
Default value:
0
FAQ::Frontend::AgentFAQExplorer###SortBy::Default¶
Defines the default FAQ attribute for FAQ sorting in the FAQ Explorer of the agent interface.
This setting can not be deactivated.
Default value:
FAQID
FAQ::Frontend::AgentFAQExplorer###TitleSize¶
Maximum size of the titles in a FAQ article to be shown in the FAQ Explorer in the agent interface.
This setting is not active by default.
Default value:
50
Frontend → Agent → View → FAQJournal¶
FAQ::Frontend::AgentFAQJournal###JournalLimit¶
Maximum number of FAQ articles to be displayed in the FAQ journal in the agent interface.
This setting can not be deactivated.
Default value:
200
FAQ::Frontend::AgentFAQJournal###ShowColumns¶
Defines the shown columns in the FAQ journal. This option has no effect on the position of the column.
This setting can not be deactivated.
Default value:
---
Category: '1'
Name: '1'
Time: '1'
Title: '1'
Valid: '1'
FAQ::Frontend::AgentFAQJournal###TitleSize¶
Maximum size of the titles in a FAQ article to be shown in the FAQ journal in the agent interface.
This setting is not active by default.
Default value:
50
Frontend → Agent → View → FAQPrint¶
FAQ::Frontend::AgentFAQPrint###DynamicField¶
Dynamic fields shown in the FAQ print screen of the agent interface.
Default value:
--- {}
Frontend → Agent → View → FAQSearch¶
FAQ::Frontend::AgentFAQSearch###Defaults###ApprovedSearch¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###CategoryIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###CreatedUserIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###Fulltext¶
Defines the default shown FAQ search attribute for FAQ search screen.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###ItemChangeTimePoint¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###ItemChangeTimeSlot¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###ItemCreateTimePoint¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###ItemCreateTimeSlot¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###Keyword¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###LanguageIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###LastChangedUserIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###Number¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###RateSearchType¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###StateIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###Title¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###ValidIDs¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###Defaults###VoteSearchType¶
Defines the default shown FAQ search attribute for FAQ search screen.
This setting is not active by default.
Default value:
''
FAQ::Frontend::AgentFAQSearch###DynamicField¶
Dynamic fields shown in the FAQ search screen of the agent interface.
Default value:
--- {}
FAQ::Frontend::AgentFAQSearch###Order::Default¶
Defines the default FAQ order of a search result in the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Down
FAQ::Frontend::AgentFAQSearch###SearchCSVDynamicField¶
Dynamic Fields used to export the search result in CSV format.
Default value:
--- {}
FAQ::Frontend::AgentFAQSearch###SearchLimit¶
Maximum number of FAQ articles to be displayed in the result of a search in the agent interface.
This setting can not be deactivated.
Default value:
200
FAQ::Frontend::AgentFAQSearch###ShowColumns¶
Defines the shown columns in the FAQ search. This option has no effect on the position of the column.
This setting can not be deactivated.
Default value:
---
Category: '1'
Changed: '1'
Language: '1'
State: '1'
Title: '1'
Valid: '1'
FAQ::Frontend::AgentFAQSearch###SortBy::Default¶
Defines the default FAQ attribute for FAQ sorting in a FAQ search of the agent interface.
This setting can not be deactivated.
Default value:
FAQID
FAQ::Frontend::AgentFAQSearch###TitleSize¶
Maximum size of the titles in a FAQ article to be shown in the FAQ Search in the agent interface.
This setting is not active by default.
Default value:
50
Frontend → Agent → View → FAQZoom¶
FAQ::Frontend::AgentFAQZoom###DynamicField¶
Dynamic fields shown in the FAQ zoom screen of the agent interface.
Default value:
--- {}
FAQ::Frontend::AgentHTMLFieldHeightDefault¶
Set the default height (in pixels) of inline HTML fields in AgentFAQZoom.
This setting can not be deactivated.
Default value:
100
FAQ::Frontend::AgentHTMLFieldHeightMax¶
Set the maximum height (in pixels) of inline HTML fields in AgentFAQZoom.
This setting can not be deactivated.
Default value:
2500
Frontend → Agent → View → LinkObject¶
Frontend::AgentLinkObject::WildcardSearch¶
Starts a wildcard search of the active object after the link object mask is started.
This setting can not be deactivated.
Default value:
0
Frontend → Agent → View → NotificationView¶
Notification::Transport::NotificationView::DaysToKeep¶
Defines the number of days a notification should be still shown in the notification web view screen (value of ‘0’ means always show).
Default value:
30
NotificationView::Frontend::AgentNotificationView###DefaultColumns¶
Columns that can be filtered in the notification web view of the agent interface.
This setting can not be deactivated.
Default value:
---
Age: '2'
Name: '2'
ObjectReference: '2'
ObjectType: '2'
Subject: '2'
NotificationView::Frontend::BulkFeature¶
Enables notification web view bulk action feature for the agent frontend to work on more than one notification at a time.
This setting can not be deactivated.
Default value:
1
NotificationView::Frontend::BulkFeatureGroup¶
Enables notification web view bulk action feature only for the listed groups.
This setting is not active by default.
Default value:
---
- admin
- users
NotificationView::Frontend::Overview###Small¶
Allows having a small format notification web view.
Default value:
---
Module: Kernel::Output::HTML::NotificationView::Small
ModulePriority: '100'
Name: Small
NameShort: S
NotificationView::ObjectType###Appointment¶
Defines the settings for appointment notification.
Default value:
---
FilterPrio: '1020'
Hook: '[% Translate("Appointment") | html %]:'
Link: Action=AgentAppointmentCalendarOverview;AppointmentID=[% Data.ObjectID | html
%]
Name: Appointment Notifications
NotificationView::ObjectType###Calendar¶
Defines the settings for calendar notification.
Default value:
---
FilterPrio: '1030'
Hook: '[% Translate("Calendar") | html %]:'
Link: Action=AgentAppointmentCalendarManage;Subaction=Edit;CalendarID=[% Data.ObjectID
| html %]
Name: Calendar Notifications
NotificationView::ObjectType###Ticket¶
Defines the settings for ticket notification.
Default value:
---
FilterPrio: '1010'
Hook: '[% Config("Ticket::Hook") | html %]'
Link: Action=AgentTicketZoom;TicketID=[% Data.ObjectID | html %]
Name: Ticket Notifications
Frontend → Agent → View → Preferences¶
AgentPreferencesGroups¶
Defines groups for preferences items.
This setting can not be deactivated.
Default value:
---
- Description: Change your password and more.
Icon: fa-user
Key: UserProfile
Name: User Profile
Prio: '1000'
- Description: Choose which notifications you'd like to receive.
Icon: fa-envelope
Key: NotificationSettings
Name: Notification Settings
Prio: '1001'
- Description: Change the system appearance and more.
Icon: fa-cog
Key: Miscellaneous
Name: Miscellaneous
Prio: '1002'
- Description: For more experienced users.
Icon: fa-cubes
Key: Advanced
Name: Advanced
Prio: '1003'
PreferencesGroups###AppointmentNotificationEvent¶
Transport selection for appointment 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.
Default value:
---
Active: '1'
Desc: Choose for which kind of appointment changes you want to receive notifications.
Label: Appointment notifications
Module: Kernel::Output::HTML::Preferences::AppointmentNotificationEvent
PrefKey: AdminAppointmentNotifcationEventTransport
PreferenceGroup: NotificationSettings
Prio: '8001'
PreferencesGroups###Avatar¶
Defines the users avatar. 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.
Default value:
---
Active: '1'
Block: Avatar
Desc: Change your avatar image.
Key: Avatar
Label: Avatar
Module: Kernel::Output::HTML::Preferences::Avatar
PreferenceGroup: UserProfile
Prio: '1000'
PreferencesGroups###CSVSeparator¶
Gives end users the possibility to override the separator character for CSV files, defined in the translation files. 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.
This setting is not active by default.
Default value:
---
Active: '1'
Data:
'': ''
',': ','
;: ;
\t: tab
'|': '|'
DataSelected: '0'
Desc: Select the separator character used in CSV files (stats and searches). If you
don't select a separator here, the default separator for your language will be used.
Label: CSV Separator
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserCSVSeparator
PreferenceGroup: Miscellaneous
Prio: '4000'
PreferencesGroups###Comment¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '0'
Block: Input
Data: '[% Env("UserComment") %]'
Desc: This is a Description for Comment on Framework.
Label: Comment
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserComment
PreferenceGroup: Miscellaneous
Prio: '6000'
PreferencesGroups###CommunicationLogPageShown¶
Parameters for the pages (in which the communication log entries are shown) of the communication log overview.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
'50': '50'
DataSelected: '25'
Desc: Communication log limit per page for Communication Log Overview.
Key: ''
Label: CommunicationLog Overview Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AdminCommunicationLogPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'
PreferencesGroups###CreateNextMask¶
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.
Default value:
---
Active: '1'
Data:
'0': Create Ticket
AgentTicketZoom: Ticket Zoom
DataSelected: ''
Desc: Configure which screen should be shown after a new ticket has been created.
Key: ''
Label: Screen after new ticket
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserCreateNextMask
PreferenceGroup: Miscellaneous
Prio: '3000'
PreferencesGroups###CustomChatChannelExternal¶
Parameters for the ChatChannel object in the preference view of the agent interface.
Default value:
---
Active: '1'
Desc: Your selection of your preferred external chat channels. You will be notified
about external chat requests in these chat channels.
Label: My Chat Channels
Module: Kernel::Output::HTML::Preferences::CustomChatChannel
Permission: ro
PrefKey: ExternalChannels
PreferenceGroup: NotificationSettings
Prio: '10000'
PreferencesGroups###CustomQueue¶
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.
Default value:
---
Active: '1'
Desc: Your queue selection of your preferred queues. You also get notified about those
queues via email if enabled.
Key: ''
Label: My Queues
Module: Kernel::Output::HTML::Preferences::CustomQueue
Permission: ro
PreferenceGroup: NotificationSettings
Prio: '1000'
PreferencesGroups###CustomService¶
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.
Default value:
---
Active: '1'
Desc: Your service selection of your preferred services. You also get notified about
those services via email if enabled.
Key: ''
Label: My Services
Module: Kernel::Output::HTML::Preferences::CustomService
PreferenceGroup: NotificationSettings
Prio: '1000'
PreferencesGroups###DocumentSearchPageShown¶
Parameters for the pages (in which the document are shown) of the document search.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
'50': '50'
DataSelected: '10'
Desc: Document limit per page for Document Search Results.
Key: ''
Label: Document Search Results Page Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AgentDocumentSearchPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'
PreferencesGroups###DynamicField¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
This setting is not active by default.
Default value:
---
Active: '1'
Block: Input
Data: '[% Env("UserDynamicField_NameX") %]'
Desc: This is a Description for DynamicField on Framework.
Label: Default value for NameX
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserDynamicField_NameX
PreferenceGroup: Miscellaneous
Prio: '7000'
PreferencesGroups###DynamicFieldsOverviewPageShown¶
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.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '25'
Desc: Dynamic fields limit per page for Dynamic Fields Overview.
Key: ''
Label: Dynamic Fields Overview Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AdminDynamicFieldsOverviewPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'
PreferencesGroups###FAQJournalOverviewSmallPageShown¶
Parameters for the pages (in which the FAQ items are shown) of the small FAQ journal overview.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '25'
Desc: Select how many items should be shown in Journal Overview "Small" by default.
Label: FAQ Journal Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserFAQJournalOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'
PreferencesGroups###FAQOverviewSmallPageShown¶
Parameters for the pages (in which the FAQ items are shown) of the small FAQ overview.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '25'
Desc: Select how many items should be shown in Overview "Small" by default.
Label: FAQ Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserFAQOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'
PreferencesGroups###GoogleAuthenticatorSecretKey¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '0'
Block: Input
Desc: 'Enter your shared secret to enable two factor authentication. WARNING: Make
sure that you add the shared secret to your generator application and the application
works well. Otherwise you will be not able to login anymore without the two factor
token.'
Key: Shared Secret
Label: Google Authenticator
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserGoogleAuthenticatorSecretKey
PreferenceGroup: UserProfile
Prio: '0600'
ValidateRegex: ^([A-Z2-7]{16}|)$
ValidateRegexMessage: The secret you supplied is invalid. The secret must only contain
letters (A-Z, uppercase) and numbers (2-7) and must consist of 16 characters.
PreferencesGroups###Language¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '1'
Desc: Select the main interface language.
Key: ''
Label: Language
Module: Kernel::Output::HTML::Preferences::Language
NeedsReload: '1'
PrefKey: UserLanguage
PreferenceGroup: UserProfile
Prio: '1000'
PreferencesGroups###NotificationEvent¶
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.
Default value:
---
Active: '1'
Desc: Choose for which kind of ticket changes you want to receive notifications. Please
note that you can't completely disable notifications marked as mandatory.
Label: Ticket notifications
Module: Kernel::Output::HTML::Preferences::NotificationEvent
PrefKey: AdminNotifcationEventTransport
PreferenceGroup: NotificationSettings
Prio: '8000'
PreferencesGroups###NotificationViewFilterSettings¶
Parameters for notification web view filters.
Default value:
---
Active: '0'
Desc: Column ticket filters for Notification web view type "Small".
Key: ''
Label: Enabled filters.
Module: Kernel::Output::HTML::Preferences::ColumnFilters
PrefKey: UserFilterColumnsEnabled
PreferenceGroup: Miscellaneous
Prio: '8100'
PreferencesGroups###NotificationViewSmallPageShown¶
Parameters for the pages (in which the notifications are shown) of the small notifications view.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '25'
Desc: Notification limit per page for Notification web view "Small".
Key: ''
Label: Notification web view "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserNotificationViewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'
PreferencesGroups###OutOfOffice¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '1'
Block: OutOfOffice
Desc: If you're going to be out of office, you may wish to let other users know by
setting the exact dates of your absence.
Key: ''
Label: Out Of Office Time
Module: Kernel::Output::HTML::Preferences::OutOfOffice
PrefKey: UserOutOfOffice
PreferenceGroup: UserProfile
Prio: '4000'
PreferencesGroups###Password¶
Defines the config parameters of this item, to be shown in the preferences view. ‘PasswordRegExp’ allows to match passwords against a regular expression. Define the minimum number of characters using ‘PasswordMinSize’. ‘PasswordMin2Lower2UpperCharacters’ defines if at least 2 lowercase and 2 uppercase letter characters are needed by setting the appropriate option to ‘1’. ‘PasswordMin2Characters’ defines if the password needs to contain at least 2 letter characters (set to 0 or 1). ‘PasswordNeedDigit’ controls the need of at least 1 digit (set to 0 or 1 to control). ‘PasswordMaxLoginFailed’ allows to set an agent to invalid-temporarily if max failed logins reached. 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.
Default value:
---
Active: '1'
Area: Agent
Desc: Set a new password by filling in your current password and a new one.
Label: Change password
Module: Kernel::Output::HTML::Preferences::Password
PasswordMaxLoginFailed: '0'
PasswordMin2Characters: '0'
PasswordMin2Lower2UpperCharacters: '0'
PasswordMinSize: '0'
PasswordNeedDigit: '0'
PasswordRegExp: ''
PreferenceGroup: UserProfile
Prio: '0500'
PreferencesGroups###RefreshTime¶
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.
Default value:
---
Active: '1'
Data:
'0': off
'10': 10 minutes
'15': 15 minutes
'2': ' 2 minutes'
'5': ' 5 minutes'
'7': ' 7 minutes'
DataSelected: '0'
Desc: If enabled, the different overviews (Dashboard, LockedView, QueueView) will
automatically refresh after the specified time.
Key: ''
Label: Overview Refresh Time
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserRefreshTime
PreferenceGroup: Miscellaneous
Prio: '2000'
PreferencesGroups###Skin¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '1'
Desc: Select your preferred layout for the software.
Key: ''
Label: Skin
Module: Kernel::Output::HTML::Preferences::Skin
NeedsReload: '1'
PrefKey: UserSkin
PreferenceGroup: Miscellaneous
Prio: '100'
PreferencesGroups###Theme¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '1'
Desc: Select your preferred theme for OTRS.
Key: ''
Label: Theme
Module: Kernel::Output::HTML::Preferences::Theme
NeedsReload: '1'
PrefKey: UserTheme
PreferenceGroup: Miscellaneous
Prio: '3000'
PreferencesGroups###TicketOverviewFilterSettings¶
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.
Default value:
---
Active: '0'
Desc: Column ticket filters for Ticket Overviews type "Small".
Key: ''
Label: Enabled filters.
Module: Kernel::Output::HTML::Preferences::ColumnFilters
PrefKey: UserFilterColumnsEnabled
PreferenceGroup: Miscellaneous
Prio: '8100'
PreferencesGroups###TicketOverviewMediumPageShown¶
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.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '20'
Desc: Ticket limit per page for Ticket Overview "Medium".
Key: ''
Label: Ticket Overview "Medium" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewMediumPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'
PreferencesGroups###TicketOverviewPreviewPageShown¶
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.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '15'
Desc: Ticket limit per page for Ticket Overview "Preview".
Key: ''
Label: Ticket Overview "Preview" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewPreviewPageShown
PreferenceGroup: Miscellaneous
Prio: '8200'
PreferencesGroups###TicketOverviewSmallPageShown¶
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.
Default value:
---
Active: '0'
Data:
'10': '10'
'15': '15'
'20': '20'
'25': '25'
'30': '30'
'35': '35'
DataSelected: '25'
Desc: Ticket limit per page for Ticket Overview "Small".
Key: ''
Label: Ticket Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'
PreferencesGroups###TimeZone¶
Defines the config parameters of this item, to be shown in the preferences view. 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.
Default value:
---
Active: '1'
Desc: Select your personal time zone. All times will be displayed relative to this
time zone.
Key: ''
Label: Time Zone
Module: Kernel::Output::HTML::Preferences::TimeZone
PrefKey: UserTimeZone
PreferenceGroup: UserProfile
Prio: '3500'
PreferencesTable¶
Defines the name of the table where the user preferences are stored.
This setting can not be deactivated.
Default value:
user_preferences
PreferencesTableKey¶
Defines the column to store the keys for the preferences table.
This setting can not be deactivated.
Default value:
preferences_key
PreferencesTableUserID¶
Defines the name of the column to store the user identifier in the preferences table.
This setting can not be deactivated.
Default value:
user_id
PreferencesTableValue¶
Defines the name of the column to store the data in the preferences table.
This setting can not be deactivated.
Default value:
preferences_value
Frontend → Agent → View → Stats¶
Stats::CustomerIDAsMultiSelect¶
Shows all the customer identifiers in a multi-select field (not useful if you have a lot of customer identifiers).
This setting can not be deactivated.
Default value:
1
Stats::CustomerUserLoginsAsMultiSelect¶
Shows all the customer user identifiers in a multi-select field (not useful if you have a lot of customer user identifiers).
This setting can not be deactivated.
Default value:
0
Stats::DefaultSelectedDynamicObject¶
Defines the default selection at the drop down menu for dynamic objects (Form: Common Specification).
This setting can not be deactivated.
Default value:
Ticket
Stats::DefaultSelectedFormat¶
Defines the default selection at the drop down menu for stats format (Form: Common Specification). Please insert the format key (see Stats::Format).
This setting can not be deactivated.
Default value:
---
- Print
- CSV
- Excel
- D3::BarChart
- D3::LineChart
- D3::StackedAreaChart
Stats::DefaultSelectedPermissions¶
Defines the default selection at the drop down menu for permissions (Form: Common Specification).
This setting can not be deactivated.
Default value:
---
- stats
Stats::ExchangeAxis¶
Allows agents to exchange the axis of a stat if they generate one.
This setting can not be deactivated.
Default value:
0
Stats::Format¶
Defines all the possible stats output formats.
This setting can not be deactivated.
Default value:
---
CSV: CSV
D3::BarChart: 'Graph: Bar Chart'
D3::LineChart: 'Graph: Line Chart'
D3::StackedAreaChart: 'Graph: Stacked Area Chart'
Excel: Excel
Print: Print
Stats::SearchLimit¶
Defines the search limit for the stats.
This setting can not be deactivated.
Default value:
1000
Stats::SearchPageShown¶
Defines the default maximum number of statistics per page on the overview screen.
This setting can not be deactivated.
Default value:
50
Stats::UseAgentElementInStats¶
Allows agents to generate individual-related stats.
This setting can not be deactivated.
Default value:
0
Stats::UseInvalidAgentInStats¶
Allows invalid agents to generate individual-related stats.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketBounce¶
Ticket::Frontend::AgentTicketBounce###Permission¶
Required permissions to use the ticket bounce screen in the agent interface.
This setting can not be deactivated.
Default value:
bounce
Ticket::Frontend::AgentTicketBounce###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketBounce###StateDefault¶
Defines the default next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
closed successful
Ticket::Frontend::AgentTicketBounce###StateType¶
Defines the next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
Ticket::Frontend::BounceText¶
Defines the default ticket bounced notification for customer/sender in the ticket bounce screen of the agent interface.
This setting can not be deactivated.
Default value:
Your email with ticket number "<OTRS_TICKET>" is bounced to "<OTRS_BOUNCE_TO>". Contact this address for further information.
Frontend → Agent → View → TicketBulk¶
Ticket::Frontend::AgentTicketBulk###DynamicField¶
Dynamic fields shown in the ticket bulk screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketBulk###IsVisibleForCustomerDefault¶
Defines if the note in the ticket bulk screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketBulk###Owner¶
Sets the ticket owner in the ticket bulk screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketBulk###Priority¶
Shows the ticket priority options in the ticket bulk screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketBulk###PriorityDefault¶
Defines the default ticket priority in the ticket bulk screen of the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketBulk###RequiredLock¶
Automatically lock and set owner to current Agent after selecting for an Bulk Action.
Default value:
1
Ticket::Frontend::AgentTicketBulk###Responsible¶
Sets the responsible agent of the ticket in the ticket bulk screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketBulk###State¶
Sets the state of a ticket in the ticket bulk screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketBulk###StateDefault¶
Defines the default next state of a ticket, in the ticket bulk screen of the agent interface.
This setting is not active by default.
Default value:
open
Ticket::Frontend::AgentTicketBulk###StateType¶
Defines the next state of a ticket, in the ticket bulk screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketBulk###TicketType¶
Sets the ticket type in the ticket bulk screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::BulkFeature¶
Enables ticket bulk action feature for the agent frontend to work on more than one ticket at a time.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::BulkFeatureGroup¶
Enables ticket bulk action feature only for the listed groups.
This setting is not active by default.
Default value:
---
- admin
- users
Frontend → Agent → View → TicketClose¶
Ticket::Frontend::AgentTicketClose###Body¶
Sets the default body text for notes added in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketClose###DynamicField¶
Dynamic fields shown in the ticket close screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketClose###FormDraft¶
Allows to save current work as draft in the close ticket screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketClose###HistoryComment¶
Defines the history comment for the close ticket screen action, which gets used for ticket history in the agent interface.
Default value:
%%Close
Ticket::Frontend::AgentTicketClose###HistoryType¶
Defines the history type for the close ticket screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketClose###InformAgent¶
Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the close ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketClose###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the close ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketClose###IsVisibleForCustomerDefault¶
Defines if the note in the close ticket screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###Note¶
Allows adding notes in the close ticket screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketClose###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketClose###Owner¶
Sets the ticket owner in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###Permission¶
Required permissions to use the close ticket screen in the agent interface.
This setting can not be deactivated.
Default value:
close
Ticket::Frontend::AgentTicketClose###Priority¶
Shows the ticket priority options in the close ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketClose###PriorityDefault¶
Defines the default ticket priority in the close ticket screen of the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketClose###Queue¶
Sets the queue in the ticket close screen of a zoomed ticket in the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketClose###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketClose###Responsible¶
Sets the responsible agent of the ticket in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketClose###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketClose###SLAMandatory¶
Sets if SLA must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###Service¶
Sets the service in the close ticket screen of the agent interface (Ticket::Service needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###ServiceMandatory¶
Sets if service must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###State¶
Sets the state of a ticket in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketClose###StateDefault¶
Defines the default next state of a ticket after adding a note, in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
closed successful
Ticket::Frontend::AgentTicketClose###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketClose###StateType¶
Defines the next state of a ticket after adding a note, in the close ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- closed
Ticket::Frontend::AgentTicketClose###Subject¶
Sets the default subject for notes added in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketClose###TicketType¶
Sets the ticket type in the close ticket screen of the agent interface (Ticket::Type needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketClose###Title¶
Shows the title field in the close ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Frontend → Agent → View → TicketCompose¶
Ticket::Frontend::AgentTicketCompose###DynamicField¶
Dynamic fields shown in the ticket compose screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketCompose###FormDraft¶
Allows to save current work as draft in the ticket compose screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketCompose###IsVisibleForCustomerDefault¶
Defines if the message in the ticket compose screen of the agent interface is visible for the customer by default.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketCompose###Permission¶
Required permissions to use the ticket compose screen in the agent interface.
This setting can not be deactivated.
Default value:
compose
Ticket::Frontend::AgentTicketCompose###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketCompose###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
320
Ticket::Frontend::AgentTicketCompose###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketCompose###StateDefault¶
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
open
Ticket::Frontend::AgentTicketCompose###StateType¶
Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
- pending auto
- pending reminder
Ticket::Frontend::ComposeAddCustomerAddress¶
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.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::ComposeReplaceSenderAddress¶
Replaces the original sender with current customer’s email address on compose answer in the ticket compose screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::Quote¶
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.
Default value:
>
Ticket::Frontend::ResponseFormat¶
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).
This setting can not be deactivated.
Default value:
[% Data.Salutation | html %]
[% Data.StdResponse | html %]
[% Data.Signature | html %]
[% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:
[% Data.Body | html %]
Ticket::Frontend::ResponseQuoteMaxLines¶
Defines the maximum number of quoted lines to be added to responses.
This setting is not active by default.
Default value:
99
Frontend → Agent → View → TicketCustomer¶
Ticket::Frontend::AgentTicketCustomer###Permission¶
Required permissions to change the customer of a ticket in the agent interface.
This setting can not be deactivated.
Default value:
customer
Ticket::Frontend::AgentTicketCustomer###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly¶
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketEmailNew¶
Ticket::Frontend::AgentTicketEmail###Body¶
Sets the default text for new email tickets in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketEmail###DynamicField¶
Dynamic fields shown in the ticket email screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketEmail###HistoryComment¶
Defines the history comment for the email ticket screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketEmail###HistoryType¶
Defines the history type for the email ticket screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
EmailAgent
Ticket::Frontend::AgentTicketEmail###IsVisibleForCustomer¶
Sets the default article customer visibility for new email tickets in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketEmail###Priority¶
Sets the default priority for new email tickets in the agent interface.
This setting can not be deactivated.
Default value:
3 normal
Ticket::Frontend::AgentTicketEmail###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
320
Ticket::Frontend::AgentTicketEmail###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketEmail###SLAMandatory¶
Sets if SLA must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketEmail###SenderType¶
Sets the default sender type for new email tickets in the agent interface.
This setting can not be deactivated.
Default value:
agent
Ticket::Frontend::AgentTicketEmail###ServiceMandatory¶
Sets if service must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketEmail###SplitLinkType¶
Sets the default link type of split tickets in the agent interface.
Default value:
---
Direction: Target
LinkType: ParentChild
Ticket::Frontend::AgentTicketEmail###StateDefault¶
Sets the default next ticket state, after the creation of an email ticket in the agent interface.
This setting can not be deactivated.
Default value:
open
Ticket::Frontend::AgentTicketEmail###StateType¶
Determines the next possible ticket states, after the creation of a new email ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketEmail###Subject¶
Sets the default subject for new email tickets (e.g. ‘email Outbound’) in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketEmail::CustomerIDReadOnly¶
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketEmailOutbound¶
Ticket::Frontend::AgentTicketEmailOutbound###DynamicField¶
Dynamic fields shown in the email outbound screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketEmailOutbound###FormDraft¶
Allows to save current work as draft in the email outbound screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketEmailOutbound###IsVisibleForCustomerDefault¶
Defines if the message in the email outbound screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketEmailOutbound###Permission¶
Required permissions to use the email outbound screen in the agent interface.
This setting can not be deactivated.
Default value:
compose
Ticket::Frontend::AgentTicketEmailOutbound###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketEmailOutbound###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
300
Ticket::Frontend::AgentTicketEmailOutbound###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketEmailOutbound###StateDefault¶
Defines the default next state of a ticket after the message has been sent, in the email outbound screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
open
Ticket::Frontend::AgentTicketEmailOutbound###StateType¶
Defines the next possible states after sending a message in the email outbound screen of the agent interface.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Frontend → Agent → View → TicketEmailResend¶
Ticket::Frontend::AgentTicketEmailResend###IsVisibleForCustomerDefault¶
Defines if the message in the email resend screen of the agent interface is visible for the customer by default.
Default value:
1
Ticket::Frontend::AgentTicketEmailResend###Permission¶
Required permissions to use the email resend screen in the agent interface.
This setting can not be deactivated.
Default value:
compose
Ticket::Frontend::AgentTicketEmailResend###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketEmailResend###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
300
Ticket::Frontend::AgentTicketEmailResend###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Frontend → Agent → View → TicketEscalation¶
Ticket::Frontend::AgentTicketEscalationView###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '2'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketEscalationView###Order::Default¶
Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketEscalationView###SortBy::Default¶
Defines the default ticket attribute for ticket sorting in the escalation view of the agent interface.
This setting can not be deactivated.
Default value:
EscalationTime
Ticket::Frontend::AgentTicketEscalationView###TicketPermission¶
Defines the required permission to show a ticket in the escalation view of the agent interface.
This setting can not be deactivated.
Default value:
rw
Ticket::Frontend::AgentTicketEscalationView###ViewableTicketsPage¶
Shows all open tickets (even if they are locked) in the escalation view of the agent interface.
This setting can not be deactivated.
Default value:
50
Frontend → Agent → View → TicketForward¶
Ticket::Frontend::AgentTicketForward###DynamicField¶
Dynamic fields shown in the ticket forward screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketForward###FormDraft¶
Allows to save current work as draft in the ticket forward screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketForward###IsVisibleForCustomerDefault¶
Defines if the message in the ticket forward screen of the agent interface is visible for the customer by default.
Default value:
1
Ticket::Frontend::AgentTicketForward###Permission¶
Required permissions to use the ticket forward screen in the agent interface.
This setting can not be deactivated.
Default value:
forward
Ticket::Frontend::AgentTicketForward###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketForward###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketForward###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketForward###StateDefault¶
Defines the default next state of a ticket after being forwarded, in the ticket forward screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
closed successful
Ticket::Frontend::AgentTicketForward###StateType¶
Defines the next possible states after forwarding a ticket in the ticket forward screen of the agent interface.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Frontend → Agent → View → TicketFreeText¶
Ticket::Frontend::AgentTicketFreeText###Body¶
Defines the default body of a note in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketFreeText###DynamicField¶
Dynamic fields shown in the ticket free text screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketFreeText###FormDraft¶
Allows to save current work as draft in the ticket free text screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketFreeText###HistoryComment¶
Defines the history comment for the ticket free text screen action, which gets used for ticket history.
Default value:
%%FreeText
Ticket::Frontend::AgentTicketFreeText###HistoryType¶
Defines the history type for the ticket free text screen action, which gets used for ticket history.
Default value:
AddNote
Ticket::Frontend::AgentTicketFreeText###InformAgent¶
Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the ticket free text screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket free text screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###IsVisibleForCustomerDefault¶
Defines if the note in the ticket free text screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###Note¶
Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###Owner¶
Sets the ticket owner in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###Permission¶
Required permissions to use the ticket free text screen in the agent interface.
This setting can not be deactivated.
Default value:
rw
Ticket::Frontend::AgentTicketFreeText###Priority¶
Shows the ticket priority options in the ticket free text screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###PriorityDefault¶
Defines the default ticket priority in the ticket free text screen of the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketFreeText###Queue¶
Sets the queue in the ticket free text screen of a zoomed ticket in the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketFreeText###Responsible¶
Sets the responsible agent of the ticket in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketFreeText###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketFreeText###SLAMandatory¶
Sets if SLA must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###Service¶
Sets the service in the ticket free text screen of the agent interface (Ticket::Service needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketFreeText###ServiceMandatory¶
Sets if service must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###State¶
Sets the state of a ticket in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###StateDefault¶
Defines the default next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
This setting is not active by default.
Default value:
open
Ticket::Frontend::AgentTicketFreeText###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketFreeText###StateType¶
Defines the next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketFreeText###Subject¶
Defines the default subject of a note in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketFreeText###TicketType¶
Sets the ticket type in the ticket free text screen of the agent interface (Ticket::Type needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketFreeText###Title¶
Shows the title field in the ticket free text screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Frontend → Agent → View → TicketHistory¶
Ticket::Frontend::HistoryOrder¶
Shows the ticket history (reverse ordered) in the agent interface.
This setting can not be deactivated.
Default value:
normal
Ticket::Frontend::HistoryTypes###000-Framework¶
Controls how to display the ticket history entries as readable values.
This setting can not be deactivated.
Default value:
---
AddNote: Added note (%s).
ArchiveFlagUpdate: Changed archive state to "%s".
Bounce: Bounced to "%s".
CustomerUpdate: Changed customer to "%s".
EmailAgent: Sent email to customer.
EmailCustomer: Added email. %s
EmailResend: Resent email to "%s".
EscalationResponseTimeNotifyBefore: Notified about response time escalation.
EscalationResponseTimeStart: Started response time escalation.
EscalationResponseTimeStop: Stopped response time escalation.
EscalationSolutionTimeNotifyBefore: Notified about solution time escalation.
EscalationSolutionTimeStart: Started solution time escalation.
EscalationSolutionTimeStop: Stopped solution time escalation.
EscalationUpdateTimeNotifyBefore: Notified about update time escalation.
EscalationUpdateTimeStart: Started update time escalation.
EscalationUpdateTimeStop: Stopped update time escalation.
FollowUp: Added follow-up to ticket [%s]. %s
Forward: Forwarded to "%s".
Lock: Locked ticket.
LoopProtection: 'Loop protection: no auto-response sent to "%s".'
Merged: Merged Ticket (%s/%s) to (%s/%s).
Misc: '%s'
Move: Changed queue to "%s" (%s) from "%s" (%s).
NewTicket: Created ticket [%s] in "%s" with priority "%s" and state "%s".
OwnerUpdate: Changed owner to "%s" (%s).
PhoneCallAgent: Added phone call to customer.
PhoneCallCustomer: Added phone call from customer.
PriorityUpdate: Changed priority from "%s" (%s) to "%s" (%s).
Remove: '%s'
ResponsibleUpdate: Changed responsible to "%s" (%s).
SLAUpdate: Changed SLA to "%s" (%s).
SendAgentNotification: Sent "%s" notification to "%s" via "%s".
SendAnswer: Sent email to "%s".
SendAutoFollowUp: Sent auto follow-up to "%s".
SendAutoReject: Sent auto reject to "%s".
SendAutoReply: Sent auto reply to "%s".
SendCustomerNotification: Sent notification to "%s".
ServiceUpdate: Changed service to "%s" (%s).
SetPendingTime: Changed pending time to "%s".
StateUpdate: Changed state from "%s" to "%s".
Subscribe: Added subscription for user "%s".
SystemRequest: Added system request (%s).
TicketDynamicFieldUpdate: Changed dynamic field %s from "%s" to "%s".
TicketLinkAdd: Added link to ticket "%s".
TicketLinkDelete: Deleted link to ticket "%s".
TimeAccounting: Added %s time unit(s), for a total of %s time unit(s).
TitleUpdate: Changed title from "%s" to "%s".
TypeUpdate: Changed type from "%s" (%s) to "%s" (%s).
Unlock: Unlocked ticket.
Unsubscribe: Removed subscription for user "%s".
WebRequestCustomer: Added web request from customer.
Ticket::Frontend::HistoryTypes###001-Framework¶
Controls how to display the ticket history entries as readable values.
This setting can not be deactivated.
Default value:
---
AddSMS: Added SMS for "%s".
Frontend → Agent → View → TicketLocked¶
Ticket::Frontend::AgentTicketLockedView###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketLockedView###Order::Default¶
Defines the default ticket order in the ticket locked view of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketLockedView###SortBy::Default¶
Defines the default ticket attribute for ticket sorting in the locked ticket view of the agent interface.
This setting can not be deactivated.
Default value:
Age
Frontend → Agent → View → TicketMerge¶
Ticket::Frontend::AgentTicketMerge###Permission¶
Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
rw
Ticket::Frontend::AgentTicketMerge###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketMerge###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketMerge###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AutomaticMergeSubject¶
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).
This setting can not be deactivated.
Default value:
Ticket Merged
Ticket::Frontend::AutomaticMergeText¶
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).
This setting can not be deactivated.
Default value:
Merged Ticket <OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>.
Ticket::Frontend::MergeText¶
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.
This setting can not be deactivated.
Default value:
Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".
Frontend → Agent → View → TicketMove¶
Ticket::Frontend::AgentTicketMove###Body¶
Sets the default body text for notes added in the ticket move screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketMove###DynamicField¶
Dynamic fields shown in the ticket move screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketMove###FormDraft¶
Allows to save current work as draft in the ticket move screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketMove###NextScreen¶
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.
This setting can not be deactivated.
Default value:
TicketZoom
Ticket::Frontend::AgentTicketMove###Note¶
Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketMove###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketMove###Priority¶
Shows the ticket priority options in the move ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketMove###RequiredLock¶
Automatically lock and set owner to current Agent after opening the move ticket screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketMove###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketMove###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketMove###State¶
Allows to set a new ticket state in the move ticket screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketMove###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketMove###StateType¶
Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
Ticket::Frontend::AgentTicketMove###Subject¶
Sets the default subject for notes added in the ticket move screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::MoveType¶
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.
This setting can not be deactivated.
Default value:
form
Frontend → Agent → View → TicketNote¶
Ticket::Frontend::AgentTicketNote###Body¶
Sets the default body text for notes added in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketNote###DynamicField¶
Dynamic fields shown in the ticket note screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketNote###FormDraft¶
Allows to save current work as draft in the ticket note screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketNote###HistoryComment¶
Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface.
Default value:
%%Note
Ticket::Frontend::AgentTicketNote###HistoryType¶
Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketNote###InformAgent¶
Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the ticket note screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketNote###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault¶
Defines if the note in the ticket note screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###Note¶
Allows adding notes in the ticket note screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketNote###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
1
Ticket::Frontend::AgentTicketNote###Owner¶
Sets the ticket owner in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###Permission¶
Required permissions to use the ticket note screen in the agent interface.
This setting can not be deactivated.
Default value:
note
Ticket::Frontend::AgentTicketNote###Priority¶
Shows the ticket priority options in the ticket note screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketNote###PriorityDefault¶
Defines the default ticket priority in the ticket note screen of the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketNote###Queue¶
Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketNote###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketNote###Responsible¶
Sets the responsible agent of the ticket in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
100
Ticket::Frontend::AgentTicketNote###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
620
Ticket::Frontend::AgentTicketNote###SLAMandatory¶
Sets if SLA must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###Service¶
Sets the service in the ticket note screen of the agent interface (Ticket::Service needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###ServiceMandatory¶
Sets if service must be selected by the agent.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###State¶
Sets the state of a ticket in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###StateDefault¶
Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface.
This setting is not active by default.
Default value:
open
Ticket::Frontend::AgentTicketNote###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketNote###StateType¶
Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketNote###Subject¶
Sets the default subject for notes added in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketNote###TicketType¶
Sets the ticket type in the ticket note screen of the agent interface (Ticket::Type needs to be enabled).
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::AgentTicketNote###Title¶
Shows the title field in the ticket note screen of the agent interface.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Frontend → Agent → View → TicketOwner¶
Ticket::Frontend::AgentTicketOwner###Body¶
Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketOwner###DynamicField¶
Dynamic fields shown in the ticket owner screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketOwner###FormDraft¶
Allows to save current work as draft in the ticket owner screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketOwner###HistoryComment¶
Defines the history comment for the ticket owner screen action, which gets used for ticket history in the agent interface.
Default value:
%%Owner
Ticket::Frontend::AgentTicketOwner###HistoryType¶
Defines the history type for the ticket owner screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketOwner###InformAgent¶
Shows a list of all the possible agents (all agents with note 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.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketOwner###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket owner screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketOwner###IsVisibleForCustomerDefault¶
Defines if the note in the ticket owner screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketOwner###Note¶
Allows adding notes in the ticket owner screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketOwner###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketOwner###Owner¶
Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketOwner###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
Default value:
1
Ticket::Frontend::AgentTicketOwner###Permission¶
Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
owner
Ticket::Frontend::AgentTicketOwner###Priority¶
Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketOwner###PriorityDefault¶
Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketOwner###Queue¶
Sets the queue in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketOwner###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketOwner###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketOwner###Responsible¶
Sets the responsible agent of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketOwner###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketOwner###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
100
Ticket::Frontend::AgentTicketOwner###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketOwner###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketOwner###Service¶
Sets the service in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketOwner###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketOwner###State¶
Sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketOwner###StateDefault¶
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.
Default value:
open
Ticket::Frontend::AgentTicketOwner###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketOwner###StateType¶
Defines the next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketOwner###Subject¶
Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketOwner###TicketType¶
Sets the ticket type in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketOwner###Title¶
Shows the title field in the ticket owner screen of a zoomed ticket in the agent interface.
Default value:
0
Frontend → Agent → View → TicketPending¶
Ticket::Frontend::AgentTicketPending###Body¶
Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketPending###DynamicField¶
Dynamic fields shown in the ticket pending screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketPending###FormDraft¶
Allows to save current work as draft in the ticket pending screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPending###HistoryComment¶
Defines the history comment for the ticket pending screen action, which gets used for ticket history in the agent interface.
Default value:
%%Pending
Ticket::Frontend::AgentTicketPending###HistoryType¶
Defines the history type for the ticket pending screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketPending###InformAgent¶
Shows a list of all the possible agents (all agents with note 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.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketPending###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketPending###IsVisibleForCustomerDefault¶
Defines if the note in the ticket pending screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketPending###Note¶
Allows adding notes in the ticket pending screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketPending###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketPending###Owner¶
Sets the ticket owner in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPending###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###Permission¶
Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
pending
Ticket::Frontend::AgentTicketPending###Priority¶
Shows the ticket priority options in the ticket pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketPending###PriorityDefault¶
Defines the default ticket priority in the ticket pending screen of a zoomed ticket in the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketPending###Queue¶
Sets the queue in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPending###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketPending###Responsible¶
Sets the responsible agent of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPending###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
100
Ticket::Frontend::AgentTicketPending###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketPending###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###Service¶
Sets the service in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketPending###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###State¶
Sets the state of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPending###StateDefault¶
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.
Default value:
pending reminder
Ticket::Frontend::AgentTicketPending###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPending###StateType¶
Defines the next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketPending###Subject¶
Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketPending###TicketType¶
Sets the ticket type in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketPending###Title¶
Shows the title field in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
0
Frontend → Agent → View → TicketPhoneInbound¶
Ticket::Frontend::AgentTicketPhoneInbound###Body¶
Defines the default note body text for phone tickets in the ticket phone inbound screen of the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhoneInbound###DynamicField¶
Dynamic fields shown in the ticket phone inbound screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketPhoneInbound###FormDraft¶
Allows to save current work as draft in the ticket phone inbound screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPhoneInbound###HistoryComment¶
Defines the history comment for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhoneInbound###HistoryType¶
Defines the history type for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
PhoneCallCustomer
Ticket::Frontend::AgentTicketPhoneInbound###Permission¶
Required permissions to use the ticket phone inbound screen in the agent interface.
This setting can not be deactivated.
Default value:
phone
Ticket::Frontend::AgentTicketPhoneInbound###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketPhoneInbound###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
200
Ticket::Frontend::AgentTicketPhoneInbound###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
475
Ticket::Frontend::AgentTicketPhoneInbound###SenderType¶
Defines the default sender type for phone tickets in the ticket phone inbound screen of the agent interface.
This setting can not be deactivated.
Default value:
customer
Ticket::Frontend::AgentTicketPhoneInbound###State¶
Defines the default ticket next state after adding a phone note in the ticket phone inbound screen of the agent interface.
Default value:
open
Ticket::Frontend::AgentTicketPhoneInbound###StateType¶
Next possible ticket states after adding a phone note in the ticket phone inbound screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketPhoneInbound###Subject¶
Defines the default subject for phone tickets in the ticket phone inbound screen of the agent interface.
This setting can not be deactivated.
Default value:
''
Frontend → Agent → View → TicketPhoneNew¶
Ticket::Frontend::AgentTicketPhone###Body¶
Sets the default note text for new telephone tickets. E.g ‘New ticket via call’ in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhone###DynamicField¶
Dynamic fields shown in the ticket phone screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketPhone###HistoryComment¶
Defines the history comment for the phone ticket screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhone###HistoryType¶
Defines the history type for the phone ticket screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
PhoneCallCustomer
Ticket::Frontend::AgentTicketPhone###IsVisibleForCustomer¶
Sets the default article customer visibility for new phone tickets in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketPhone###Priority¶
Sets the default priority for new phone tickets in the agent interface.
This setting can not be deactivated.
Default value:
3 normal
Ticket::Frontend::AgentTicketPhone###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
320
Ticket::Frontend::AgentTicketPhone###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketPhone###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPhone###SenderType¶
Sets the default sender type for new phone ticket in the agent interface.
This setting can not be deactivated.
Default value:
customer
Ticket::Frontend::AgentTicketPhone###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPhone###SplitLinkType¶
Sets the default link type of splitted tickets in the agent interface.
Default value:
---
Direction: Target
LinkType: ParentChild
Ticket::Frontend::AgentTicketPhone###StateDefault¶
Sets the default next state for new phone tickets in the agent interface.
This setting can not be deactivated.
Default value:
open
Ticket::Frontend::AgentTicketPhone###StateType¶
Determines the next possible ticket states, after the creation of a new phone ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketPhone###Subject¶
Sets the default subject for new phone tickets (e.g. ‘Phone call’) in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhone::AllowMultipleFrom¶
Controls if more than one from entry can be set in the new phone ticket in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly¶
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketPhoneOutbound¶
Ticket::Frontend::AgentTicketPhoneOutbound###Body¶
Defines the default note body text for phone tickets in the ticket phone outbound screen of the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhoneOutbound###DynamicField¶
Dynamic fields shown in the ticket phone outbound screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketPhoneOutbound###FormDraft¶
Allows to save current work as draft in the ticket phone outbound screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPhoneOutbound###HistoryComment¶
Defines the history comment for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketPhoneOutbound###HistoryType¶
Defines the history type for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
This setting can not be deactivated.
Default value:
PhoneCallAgent
Ticket::Frontend::AgentTicketPhoneOutbound###Permission¶
Required permissions to use the ticket phone outbound screen in the agent interface.
This setting can not be deactivated.
Default value:
phone
Ticket::Frontend::AgentTicketPhoneOutbound###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketPhoneOutbound###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
200
Ticket::Frontend::AgentTicketPhoneOutbound###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
475
Ticket::Frontend::AgentTicketPhoneOutbound###SenderType¶
Defines the default sender type for phone tickets in the ticket phone outbound screen of the agent interface.
This setting can not be deactivated.
Default value:
agent
Ticket::Frontend::AgentTicketPhoneOutbound###State¶
Defines the default ticket next state after adding a phone note in the ticket phone outbound screen of the agent interface.
Default value:
closed successful
Ticket::Frontend::AgentTicketPhoneOutbound###StateType¶
Next possible ticket states after adding a phone note in the ticket phone outbound screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketPhoneOutbound###Subject¶
Defines the default subject for phone tickets in the ticket phone outbound screen of the agent interface.
This setting can not be deactivated.
Default value:
''
Frontend → Agent → View → TicketPrint¶
Ticket::Frontend::AgentTicketPrint###DynamicField¶
Dynamic fields shown in the ticket print screen of the agent interface.
Default value:
--- {}
Frontend → Agent → View → TicketPriority¶
Ticket::Frontend::AgentTicketPriority###Body¶
Sets the default body text for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketPriority###DynamicField¶
Dynamic fields shown in the ticket priority screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketPriority###FormDraft¶
Allows to save current work as draft in the ticket priority screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPriority###HistoryComment¶
Defines the history comment for the ticket priority screen action, which gets used for ticket history in the agent interface.
Default value:
%%Priority
Ticket::Frontend::AgentTicketPriority###HistoryType¶
Defines the history type for the ticket priority screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketPriority###InformAgent¶
Shows a list of all the possible agents (all agents with note 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.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketPriority###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket priority screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketPriority###IsVisibleForCustomerDefault¶
Defines if the note in the ticket priority screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketPriority###Note¶
Allows adding notes in the ticket priority screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketPriority###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketPriority###Owner¶
Sets the ticket owner in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPriority###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###Permission¶
Required permissions to use the ticket priority screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
priority
Ticket::Frontend::AgentTicketPriority###Priority¶
Shows the ticket priority options in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketPriority###PriorityDefault¶
Defines the default ticket priority in the ticket priority screen of a zoomed ticket in the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketPriority###Queue¶
Sets the queue in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPriority###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###RequiredLock¶
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).
Default value:
1
Ticket::Frontend::AgentTicketPriority###Responsible¶
Sets the responsible agent of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPriority###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
100
Ticket::Frontend::AgentTicketPriority###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketPriority###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###Service¶
Sets the service in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Service needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketPriority###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###State¶
Sets the state of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketPriority###StateDefault¶
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.
Default value:
open
Ticket::Frontend::AgentTicketPriority###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketPriority###StateType¶
Defines the next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketPriority###Subject¶
Sets the default subject for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketPriority###TicketType¶
Sets the ticket type in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Type needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketPriority###Title¶
Shows the title field in the ticket priority screen of a zoomed ticket in the agent interface.
Default value:
0
Frontend → Agent → View → TicketProcess¶
Ticket::Frontend::AgentTicketProcess###SplitLinkType¶
Sets the default link type of split tickets in the agent interface.
Default value:
---
Direction: Target
LinkType: ParentChild
Ticket::Frontend::AgentTicketProcess###StateType¶
Determines the next possible ticket states, for process tickets in the agent interface.
This setting can not be deactivated.
Default value:
---
- new
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketProcess::CustomerIDReadOnly¶
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketQueue¶
Ticket::Frontend::AgentTicketQueue###Blink¶
Activates a blinking mechanism of the queue that contains the oldest ticket.
This setting can be overridden in the user preferences.
Default value:
0
Ticket::Frontend::AgentTicketQueue###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketQueue###HideEmptyQueues¶
Show queues even when only locked tickets are in.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketQueue###HighlightAge1¶
Sets the age in minutes (first level) for highlighting queues that contain untouched tickets.
This setting can not be deactivated.
Default value:
1440
Ticket::Frontend::AgentTicketQueue###HighlightAge2¶
Sets the age in minutes (second level) for highlighting queues that contain untouched tickets.
This setting can not be deactivated.
Default value:
2880
Ticket::Frontend::AgentTicketQueue###Order::Default¶
Defines the default sort order for all queues in the queue view, after priority sort.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketQueue###PreSort::ByPriority¶
Defines if a pre-sorting by priority should be done in the queue view.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketQueue###QueueSort¶
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.
This setting is not active by default.
Default value:
---
'3': '0'
'7': '1'
Ticket::Frontend::AgentTicketQueue###SortBy::Default¶
Defines the default sort criteria for all queues displayed in the queue view.
This setting can not be deactivated.
Default value:
Age
Ticket::Frontend::AgentTicketQueue###StripEmptyLines¶
Strips empty lines on the ticket preview in the queue view.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketQueue###UseSubQueues¶
Include tickets of subqueues per default when selecting a queue.
Default value:
0
Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets¶
Shows all both ro and rw queues in the queue view.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketQueue###VisualAlarms¶
Enable highlighting queues based on ticket age.
Default value:
0
Frontend → Agent → View → TicketResponsible¶
Ticket::Frontend::AgentTicketResponsible###Body¶
Sets the default body text for notes added in the ticket responsible screen of the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketResponsible###DynamicField¶
Dynamic fields shown in the ticket responsible screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketResponsible###FormDraft¶
Allows to save current work as draft in the ticket responsible screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketResponsible###HistoryComment¶
Defines the history comment for the ticket responsible screen action, which gets used for ticket history in the agent interface.
Default value:
%%Responsible
Ticket::Frontend::AgentTicketResponsible###HistoryType¶
Defines the history type for the ticket responsible screen action, which gets used for ticket history in the agent interface.
Default value:
AddNote
Ticket::Frontend::AgentTicketResponsible###InformAgent¶
Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the ticket responsible screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###InvolvedAgent¶
Shows a list of all the involved agents on this ticket, in the ticket responsible screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###IsVisibleForCustomerDefault¶
Defines if the note in the ticket responsible screen of the agent interface is visible for the customer by default.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###Note¶
Allows adding notes in the ticket responsible screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketResponsible###NoteMandatory¶
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Default value:
1
Ticket::Frontend::AgentTicketResponsible###Owner¶
Sets the ticket owner in the ticket responsible screen of the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###OwnerMandatory¶
Sets if ticket owner must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###Permission¶
Required permissions to use the ticket responsible screen in the agent interface.
This setting can not be deactivated.
Default value:
responsible
Ticket::Frontend::AgentTicketResponsible###Priority¶
Shows the ticket priority options in the ticket responsible screen of the agent interface.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###PriorityDefault¶
Defines the default ticket priority in the ticket responsible screen of the agent interface.
This setting is not active by default.
Default value:
3 normal
Ticket::Frontend::AgentTicketResponsible###Queue¶
Sets the queue in the ticket responsible screen of a zoomed ticket in the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###QueueMandatory¶
Sets if queue must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###RequiredLock¶
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).
Default value:
0
Ticket::Frontend::AgentTicketResponsible###Responsible¶
Sets the responsible agent of the ticket in the ticket responsible screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketResponsible###ResponsibleMandatory¶
Sets if ticket responsible must be selected by the agent.
Default value:
1
Ticket::Frontend::AgentTicketResponsible###RichTextHeight¶
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
100
Ticket::Frontend::AgentTicketResponsible###RichTextWidth¶
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Default value:
620
Ticket::Frontend::AgentTicketResponsible###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###Service¶
Sets the service in the ticket responsible screen of the agent interface (Ticket::Service needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketResponsible###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###State¶
Sets the state of a ticket in the ticket responsible screen of the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###StateDefault¶
Defines the default next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
Default value:
open
Ticket::Frontend::AgentTicketResponsible###StateMandatory¶
Sets if state must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketResponsible###StateType¶
Defines the next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending reminder
- pending auto
Ticket::Frontend::AgentTicketResponsible###Subject¶
Sets the default subject for notes added in the ticket responsible screen of the agent interface.
Default value:
''
Ticket::Frontend::AgentTicketResponsible###TicketType¶
Sets the ticket type in the ticket responsible screen of the agent interface (Ticket::Type needs to be enabled).
Default value:
0
Ticket::Frontend::AgentTicketResponsible###Title¶
Shows the title field in the ticket responsible screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketResponsibleView###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketResponsibleView###Order::Default¶
Defines the default ticket order in the responsible view of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketResponsibleView###SortBy::Default¶
Defines the default ticket attribute for ticket sorting in the responsible view of the agent interface.
This setting can not be deactivated.
Default value:
Age
Frontend → Agent → View → TicketSMSNew¶
Ticket::Frontend::AgentTicketSMS###DynamicField¶
Dynamic fields shown in the SMS ticket screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketSMS###IsVisibleForCustomer¶
Sets the default article customer visibility for new SMS tickets in the agent interface.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketSMS###Priority¶
Sets the default priority for new SMS tickets in the agent interface.
This setting can not be deactivated.
Default value:
3 normal
Ticket::Frontend::AgentTicketSMS###SLAMandatory¶
Sets if SLA must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketSMS###SenderType¶
Sets the default sender type for new SMS tickets in the agent interface.
This setting can not be deactivated.
Default value:
agent
Ticket::Frontend::AgentTicketSMS###ServiceMandatory¶
Sets if service must be selected by the agent.
Default value:
0
Ticket::Frontend::AgentTicketSMS###StateDefault¶
Sets the default next ticket state, after the creation of an SMS ticket in the agent interface.
This setting can not be deactivated.
Default value:
open
Ticket::Frontend::AgentTicketSMS###StateType¶
Determines the next possible ticket states, after the creation of a new SMS ticket in the agent interface.
This setting can not be deactivated.
Default value:
---
- open
- pending auto
- pending reminder
- closed
Ticket::Frontend::AgentTicketSMS###Subject¶
Sets the default title for new SMS tickets in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketSMS###Text¶
Sets the default text for new SMS tickets in the agent interface.
This setting can not be deactivated.
Default value:
''
Ticket::Frontend::AgentTicketSMS::CustomerIDReadOnly¶
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
1
Frontend → Agent → View → TicketSMSOutbound¶
Ticket::Frontend::AgentTicketSMSOutbound###DynamicField¶
Dynamic fields shown in the SMS outbound screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketSMSOutbound###FormDraft¶
Allows to save current work as draft in the SMS outbound screen of the agent interface.
Default value:
1
Ticket::Frontend::AgentTicketSMSOutbound###IsVisibleForCustomerDefault¶
Defines if the message in the SMS outbound screen of the agent interface is visible for the customer by default.
Default value:
1
Ticket::Frontend::AgentTicketSMSOutbound###Permission¶
Required permissions to use the SMS outbound screen in the agent interface.
This setting can not be deactivated.
Default value:
compose
Ticket::Frontend::AgentTicketSMSOutbound###RequiredLock¶
Defines if a ticket lock is required in the SMS 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).
Default value:
1
Ticket::Frontend::AgentTicketSMSOutbound###StateDefault¶
Defines the default next state of a ticket after the message has been sent, in the SMS outbound screen of the agent interface.
Default value:
open
Ticket::Frontend::AgentTicketSMSOutbound###StateType¶
Defines the next possible states after sending a message in the SMS outbound screen of the agent interface.
Default value:
---
- open
- closed
- pending reminder
- pending auto
Frontend → Agent → View → TicketSearch¶
Ticket::Frontend::AgentTicketSearch###ArticleCreateTime¶
Includes article create times in the ticket search of the agent interface.
Default value:
0
Ticket::Frontend::AgentTicketSearch###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimePoint¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimeSlot¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###CustomerID¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###CustomerUserLogin¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###DynamicField¶
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’;.
This setting can be overridden in the user preferences.
Default value:
--- {}
Ticket::Frontend::AgentTicketSearch###Defaults###Fulltext¶
Defines the default shown ticket search attribute for ticket search screen.
This setting can be overridden in the user preferences.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Body¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Cc¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_From¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Subject¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_To¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###QueueIDs¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
--- []
Ticket::Frontend::AgentTicketSearch###Defaults###SLAIDs¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
--- []
Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive¶
Defines the default shown ticket search attribute for ticket search screen (AllTickets/ArchivedTickets/NotArchivedTickets).
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###ServiceIDs¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
--- []
Ticket::Frontend::AgentTicketSearch###Defaults###StateIDs¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
--- []
Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimePoint¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimeSlot¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimePoint¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimeSlot¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimePoint¶
Default data to use on attribute for ticket search screen. Example: “TicketCreateTimePointFormat=year;TicketCreateTimePointStart=Last;TicketCreateTimePoint=2;”.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimeSlot¶
Default data to use on attribute for ticket search screen. Example: “TicketCreateTimeStartYear=2010;TicketCreateTimeStartMonth=10;TicketCreateTimeStartDay=4;TicketCreateTimeStopYear=2010;TicketCreateTimeStopMonth=11;TicketCreateTimeStopDay=3;”.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimePoint¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimeSlot¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###TicketNumber¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###Defaults###Title¶
Defines the default shown ticket search attribute for ticket search screen.
This setting is not active by default.
Default value:
''
Ticket::Frontend::AgentTicketSearch###DynamicField¶
Dynamic fields shown in the ticket search screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketSearch###ExtendedSearchCondition¶
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)”.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketSearch###GlobalProfileGroup¶
Defines the groups whose agents can set up global search templates.
Default value:
---
- admin
Ticket::Frontend::AgentTicketSearch###Order::Default¶
Defines the default ticket order in the ticket search result of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Down
Ticket::Frontend::AgentTicketSearch###SearchArticleCSVTree¶
Exports the whole article tree in search result (it can affect the system performance).
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketSearch###SearchCSVData¶
Data used to export the search result in CSV format.
This setting can not be deactivated.
Default value:
---
- TicketNumber
- Age
- Created
- Closed
- FirstLock
- FirstResponse
- State
- Priority
- Queue
- Lock
- Owner
- UserFirstname
- UserLastname
- CustomerID
- CustomerName
- From
- Subject
- AccountedTime
- ArticleTree
- SolutionInMin
- SolutionDiffInMin
- FirstResponseInMin
- FirstResponseDiffInMin
Ticket::Frontend::AgentTicketSearch###SearchCSVDynamicField¶
Dynamic Fields used to export the search result in CSV format.
Default value:
--- {}
Ticket::Frontend::AgentTicketSearch###SearchLimit¶
Maximum number of tickets to be displayed in the result of a search in the agent interface.
This setting can not be deactivated.
Default value:
2000
Ticket::Frontend::AgentTicketSearch###SearchPageShown¶
Number of tickets to be displayed in each page of a search result in the agent interface.
This setting can not be deactivated.
Default value:
40
Ticket::Frontend::AgentTicketSearch###SearchViewableTicketLines¶
Number of lines (per ticket) that are shown by the search utility in the agent interface.
This setting can not be deactivated.
Default value:
10
Ticket::Frontend::AgentTicketSearch###SortBy::Default¶
Defines the default ticket attribute for ticket sorting of the ticket search result of the agent interface.
This setting can not be deactivated.
Default value:
Age
Frontend → Agent → View → TicketService¶
Ticket::Frontend::AgentTicketService###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '2'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketService###Order::Default¶
Defines the default sort order for all services in the service view, after priority sort.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketService###PreSort::ByPriority¶
Defines if a pre-sorting by priority should be done in the service view.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::AgentTicketService###ServiceSort¶
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.
This setting is not active by default.
Default value:
---
'3': '0'
'7': '1'
Ticket::Frontend::AgentTicketService###SortBy::Default¶
Defines the default sort criteria for all services displayed in the service view.
This setting can not be deactivated.
Default value:
Age
Ticket::Frontend::AgentTicketService###StripEmptyLines¶
Strips empty lines on the ticket preview in the service view.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::AgentTicketService###ViewAllPossibleTickets¶
Shows all both ro and rw tickets in the service view.
This setting can not be deactivated.
Default value:
0
Frontend → Agent → View → TicketStatus¶
Ticket::Frontend::AgentTicketStatusView###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketStatusView###Order::Default¶
Defines the default ticket order (after priority sort) in the status view of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Down
Ticket::Frontend::AgentTicketStatusView###SortBy::Default¶
Defines the default ticket attribute for ticket sorting in the status view of the agent interface.
This setting can not be deactivated.
Default value:
Age
Ticket::Frontend::AgentTicketStatusView###ViewableTicketsPage¶
Number of tickets to be displayed in each page.
This setting can not be deactivated.
Default value:
50
Frontend → Agent → View → TicketWatch¶
Ticket::Frontend::AgentTicketWatchView###DefaultColumns¶
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.
Default value:
---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'
Ticket::Frontend::AgentTicketWatchView###Order::Default¶
Defines the default ticket order in the watch view of the agent interface. Up: oldest on top. Down: latest on top.
This setting can not be deactivated.
Default value:
Up
Ticket::Frontend::AgentTicketWatchView###SortBy::Default¶
Defines the default ticket attribute for ticket sorting in the watch view of the agent interface.
This setting can not be deactivated.
Default value:
Age
Frontend → Agent → View → TicketZoom¶
Ticket::Frontend::AgentTicketZoom###DynamicField¶
Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface.
Default value:
--- {}
Ticket::Frontend::AgentTicketZoom###ProcessDisplay¶
Display settings to override defaults for Process Tickets.
This setting can not be deactivated.
Default value:
---
NavBarName: Processes
WidgetTitle: Process Information
Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField¶
Dynamic fields shown in the process widget in ticket zoom screen of the agent interface.
This setting can not be deactivated.
Default value:
--- {}
Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups¶
Dynamic fields groups for process widget. The key is the name of the group, the value contains the fields to be shown. Example: ‘Key => My Group’, ‘Content: Name_X, NameY’.
This setting can not be deactivated.
Default value:
--- {}
Ticket::Frontend::AgentTicketZoom###Widgets###0100-TicketInformation¶
Agent ticket zoom widget that displays ticket data in the side bar.
Default value:
---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::TicketInformation
Ticket::Frontend::AgentTicketZoom###Widgets###0200-CustomerInformation¶
Agent ticket zoom widget that displays customer information for the ticket in the side bar.
Default value:
---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::CustomerInformation
Ticket::Frontend::AgentTicketZoom###Widgets###0210-ContactWithData¶
Agent ticket zoom widget that displays contact with data dynamic field in the side bar.
This setting can not be deactivated.
Default value:
---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::ContactWithData
Ticket::Frontend::AgentTicketZoom###Widgets###0300-LinkTable¶
Agent ticket zoom widget that displays a table of objects linked to the ticket.
Default value:
---
Async: '1'
Location: Main
Module: Kernel::Output::HTML::TicketZoom::LinkTable
Ticket::Frontend::AgentTicketZoom###Widgets###0400-ProcessInformation¶
Agent ticket zoom widget that displays process information for the ticket.
Default value:
---
Async: '1'
Location: Process
Module: Kernel::Output::HTML::TicketZoom::ProcessInformation
Ticket::Frontend::AgentZoomExpand¶
Shows all the articles of the ticket (expanded) in the agent zoom view.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::ArticleAttachmentModule###1-Download¶
Shows a link to download article attachments in the zoom view of the article in the agent interface.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAttachment::Download
Ticket::Frontend::ArticleAttachmentModule###2-HTML-Viewer¶
Shows a link to access article attachments via a html online viewer in the zoom view of the article in the agent interface.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAttachment::HTMLViewer
Ticket::Frontend::ArticleHeadVisibleDefault¶
Shows the article head information in the agent zoom view.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::ArticlePreViewModule###1-PGP¶
Agent interface article notification module to check PGP.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCheck::PGP
Ticket::Frontend::ArticlePreViewModule###2-SMIME¶
Agent interface article notification module to check S/MIME.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCheck::SMIME
Ticket::Frontend::ArticleViewModule###1-PGP¶
Agent interface article notification module to check PGP.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCheck::PGP
Ticket::Frontend::ArticleViewModule###1-SMIME¶
Agent interface module to check incoming emails in the Ticket-Zoom-View if the S/MIME-key is available and true.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleCheck::SMIME
Ticket::Frontend::HTMLArticleHeightDefault¶
Set the default height (in pixels) of inline HTML articles in AgentTicketZoom.
This setting can not be deactivated.
Default value:
100
Ticket::Frontend::HTMLArticleHeightMax¶
Set the maximum height (in pixels) of inline HTML articles in AgentTicketZoom.
This setting can not be deactivated.
Default value:
2500
Ticket::Frontend::MaxArticlesPerPage¶
The maximal number of articles shown on a single page in AgentTicketZoom.
This setting can not be deactivated.
Default value:
1000
Ticket::Frontend::MaxArticlesZoomExpand¶
The maximal number of articles expanded on a single page in AgentTicketZoom.
This setting can not be deactivated.
Default value:
400
Ticket::Frontend::PlainView¶
Shows a link to see a zoomed email ticket in plain text.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::TicketArticleFilter¶
Activates the article filter in the zoom view to specify which articles should be shown.
This setting can not be deactivated.
Default value:
0
Ticket::Frontend::ZoomCollectMeta¶
Whether or not to collect meta information from articles using filters configured in Ticket::Frontend::ZoomCollectMetaFilters.
This setting can be overridden in the user preferences, but is not active by default.
Default value:
0
Ticket::Frontend::ZoomCollectMetaFilters###CVE-Google¶
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.
This setting is not active by default.
Default value:
---
Meta:
Name: CVE Google Search
Target: _blank
URL: http://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
URLPreview: ''
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})
Ticket::Frontend::ZoomCollectMetaFilters###CVE-Mitre¶
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.
This setting is not active by default.
Default value:
---
Meta:
Name: CVE Mitre
Target: _blank
URL: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
URLPreview: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})
Ticket::Frontend::ZoomCustomerTickets¶
Displays the number of all tickets with the same CustomerID as current ticket in the ticket zoom view.
Default value:
0
Ticket::Frontend::ZoomExpandSort¶
Shows the articles sorted normally or in reverse, under ticket zoom in the agent interface.
This setting can not be deactivated.
Default value:
reverse
Ticket::Frontend::ZoomRichTextForce¶
Show article as rich text even if rich text writing is disabled.
This setting can not be deactivated.
Default value:
1
Ticket::ZoomAttachmentDisplayCount¶
Shows a count of attachments in the ticket zoom, if the article has attachments.
This setting can not be deactivated.
Default value:
20
Ticket::ZoomTimeDisplay¶
Displays the accounted time for an article in the ticket zoom view.
This setting can not be deactivated.
Default value:
0
Frontend → Agent → View → TicketZoom → ArticleAction¶
Ticket::Frontend::Article::Actions###Chat¶
Defines available article actions for Chat articles.
This setting can not be deactivated.
Default value:
---
AgentTicketCompose:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
Prio: '100'
Valid: '1'
AgentTicketForward:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
Prio: '200'
Valid: '1'
AgentTicketPrint:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
Prio: '500'
Valid: '1'
MarkAsImportant:
Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
Prio: '700'
Valid: '1'
Ticket::Frontend::Article::Actions###Chat###AgentTicketSMSOutbound¶
Defines available article actions for SMS articles.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'
Ticket::Frontend::Article::Actions###Email¶
Defines available article actions for Email articles.
This setting can not be deactivated.
Default value:
---
AgentTicketBounce:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
Prio: '300'
Valid: '1'
AgentTicketCompose:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
Prio: '100'
Valid: '1'
AgentTicketEmailResend:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketEmailResend
Prio: '900'
Valid: '1'
AgentTicketForward:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
Prio: '200'
Valid: '1'
AgentTicketMessageLog:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketMessageLog
Prio: '550'
Valid: '1'
AgentTicketNote:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
Prio: '800'
Valid: '1'
AgentTicketPhone:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
Prio: '400'
Valid: '1'
AgentTicketPlain:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
Prio: '600'
Valid: '1'
AgentTicketPrint:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
Prio: '500'
Valid: '1'
MarkAsImportant:
Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
Prio: '700'
Valid: '1'
Ticket::Frontend::Article::Actions###Email###AgentTicketSMSOutbound¶
Defines available article actions for SMS articles.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'
Ticket::Frontend::Article::Actions###Internal¶
Defines available article actions for Internal articles.
This setting can not be deactivated.
Default value:
---
AgentTicketBounce:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
Prio: '300'
Valid: '1'
AgentTicketCompose:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
Prio: '100'
Valid: '1'
AgentTicketForward:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
Prio: '200'
Valid: '1'
AgentTicketNote:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
Prio: '800'
Valid: '1'
AgentTicketPhone:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
Prio: '400'
Valid: '1'
AgentTicketPlain:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
Prio: '600'
Valid: '1'
AgentTicketPrint:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
Prio: '500'
Valid: '1'
MarkAsImportant:
Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
Prio: '700'
Valid: '1'
Ticket::Frontend::Article::Actions###Internal###AgentTicketSMSOutbound¶
Defines available article actions for SMS articles.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'
Ticket::Frontend::Article::Actions###Invalid¶
Defines available article actions for invalid articles.
This setting can not be deactivated.
Default value:
---
GetHelpLink:
Module: Kernel::Output::HTML::ArticleAction::GetHelpLink
Prio: '100'
Valid: '1'
ReinstallPackageLink:
Module: Kernel::Output::HTML::ArticleAction::ReinstallPackageLink
Prio: '200'
Valid: '1'
Ticket::Frontend::Article::Actions###Phone¶
Defines available article actions for Phone articles.
This setting can not be deactivated.
Default value:
---
AgentTicketBounce:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
Prio: '300'
Valid: '1'
AgentTicketCompose:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
Prio: '100'
Valid: '1'
AgentTicketForward:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
Prio: '200'
Valid: '1'
AgentTicketNote:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
Prio: '800'
Valid: '1'
AgentTicketPhone:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
Prio: '400'
Valid: '1'
AgentTicketPlain:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
Prio: '600'
Valid: '1'
AgentTicketPrint:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
Prio: '500'
Valid: '1'
MarkAsImportant:
Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
Prio: '700'
Valid: '1'
Ticket::Frontend::Article::Actions###Phone###AgentTicketSMSOutbound¶
Defines available article actions for SMS articles.
This setting can not be deactivated.
Default value:
---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'
Ticket::Frontend::Article::Actions###SMS¶
Defines available article actions for SMS articles.
This setting can not be deactivated.
Default value:
---
AgentTicketCompose:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
Prio: '100'
Valid: '1'
AgentTicketForward:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
Prio: '200'
Valid: '1'
AgentTicketPrint:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
Prio: '500'
Valid: '1'
AgentTicketSMSOutbound:
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'
MarkAsImportant:
Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
Prio: '700'
Valid: '1'
Frontend → Base¶
AttachmentDownloadType¶
Allows choosing between showing the attachments of a ticket in the browser (inline) or just make them downloadable (attachment).
This setting can not be deactivated.
Default value:
attachment
DefaultLanguage¶
Defines the default front-end language. All the possible values are determined by the available language files on the system (see the next setting).
This setting can not be deactivated.
Default value:
en
DefaultTheme¶
Defines the default front-end (HTML) theme to be used by the agents. If you like, you can add your own theme. Please refer the administrator manual located at https://doc.otrs.com/doc/.
This setting can not be deactivated.
Default value:
Standard
DefaultTheme::HostBased¶
It is possible to configure different themes to be used on a per-domain basis within the application. Using a regular expression (regex), you can configure a Key/Content pair to match a domain. The value in “Key” should match the domain, and the value in “Content” should be a valid theme on your system. Please see the example entries for the proper form of the regex.
This setting is not active by default.
Default value:
---
host1\.example\.com: SomeTheme1
host2\.example\.com: SomeTheme2
DefaultUsedLanguages¶
Defines all the languages that are available to the application. Specify only English names of languages here.
This setting can not be deactivated.
Default value:
---
ar_SA: Arabic (Saudi Arabia)
bg: Bulgarian
ca: Catalan
cs: Czech
da: Danish
de: German
el: Greek
en: English (United States)
en_CA: English (Canada)
en_GB: English (United Kingdom)
es: Spanish
es_CO: Spanish (Colombia)
es_MX: Spanish (Mexico)
et: Estonian
fa: Persian
fi: Finnish
fr: French
fr_CA: French (Canada)
gl: Galician
he: Hebrew
hi: Hindi
hr: Croatian
hu: Hungarian
id: Indonesian
it: Italian
ja: Japanese
ko: Korean
lt: Lithuanian
lv: Latvian
mk: Macedonian
ms: Malay
nb_NO: Norwegian
nl: Dutch
pl: Polish
pt: Portuguese
pt_BR: Portuguese (Brasil)
ro: Romanian
ru: Russian
sk_SK: Slovak
sl: Slovenian
sr_Cyrl: Serbian Cyrillic
sr_Latn: Serbian Latin
sv: Swedish
sw: Swahili
th_TH: Thai
tr: Turkish
uk: Ukrainian
vi_VN: Vietnam
zh_CN: Chinese (Simplified)
zh_TW: Chinese (Traditional)
DefaultUsedLanguagesNative¶
Defines all the languages that are available to the application. Specify only native names of languages here.
This setting can not be deactivated.
Default value:
---
ar_SA: العَرَبِية
bg: Български
ca: Català
cs: Česky
da: Dansk
de: Deutsch
el: Ελληνικά
en: English (United States)
en_CA: English (Canada)
en_GB: English (United Kingdom)
es: Español
es_CO: Español (Colombia)
es_MX: Español (México)
et: Eesti
fa: فارسى
fi: Suomi
fr: Français
fr_CA: Français (Canada)
gl: Galego
he: עברית
hi: हिन्दी
hr: Hrvatski
hu: Magyar
id: Bahasa Indonesia
it: Italiano
ja: 日本語
ko: 한국어
lt: Lietuvių kalba
lv: Latvijas
mk: Mакедонски
ms: Melayu
nb_NO: Norsk bokmål
nl: Nederlandse
pl: Polski
pt: Português
pt_BR: Português Brasileiro
ro: Română
ru: Русский
sk_SK: Slovenčina
sl: Slovenščina
sr_Cyrl: Српски
sr_Latn: Srpski
sv: Svenska
sw: Kiswahili
th_TH: ภาษาไทย
tr: Türkçe
uk: Українська
vi_VN: ViɆt Nam
zh_CN: 简体中文
zh_TW: 正體中文
DefaultViewLines¶
Sets the number of lines that are displayed in text messages (e.g. ticket lines in the QueueZoom).
This setting can not be deactivated.
Default value:
6000
DefaultViewNewLine¶
Automated line break in text messages after x number of chars.
This setting can not be deactivated.
Default value:
90
DisableContentSecurityPolicy¶
Disable HTTP header “Content-Security-Policy” to allow loading of external script contents. Disabling this HTTP header can be a security issue! Only disable it, if you know what you are doing!
Default value:
0
DisableIFrameOriginRestricted¶
Disable HTTP header “X-Frame-Options: SAMEORIGIN” to allow OTRS to be included as an IFrame in other websites. Disabling this HTTP header can be a security issue! Only disable it, if you know what you are doing!
Default value:
0
FirstnameLastnameOrder¶
Specifies the order in which the firstname and the lastname of agents will be displayed.
This setting can not be deactivated.
Default value:
0
Frontend::AjaxDebug¶
Delivers extended debugging information in the frontend in case any AJAX errors occur, if enabled.
This setting can not be deactivated.
Default value:
0
Frontend::PrefixPath¶
Needed for operation behind a reverse proxy with a prefix path. Specify with leading, but without trailing slash (e.g. ‘/prefix/path’).
This setting can not be deactivated.
Default value:
''
Frontend::RichText¶
Uses richtext for viewing and editing: articles, salutations, signatures, standard templates, auto responses and notifications.
This setting can not be deactivated.
Default value:
1
Frontend::RichText::DefaultCSS¶
Defines the default CSS used in rich text editors.
This setting can not be deactivated.
Default value:
font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;
Frontend::RichText::EnhancedMode¶
Defines if the enhanced mode should be used (enables use of table, replace, subscript, superscript, paste from word, etc.).
This setting can not be deactivated.
Default value:
0
Frontend::RichTextHeight¶
Defines the height for the rich text editor component. Enter number (pixels) or percent value (relative).
This setting can not be deactivated.
Default value:
320
Frontend::RichTextPath¶
Defines the URL rich text editor path.
This setting can not be deactivated.
Default value:
<OTRS_CONFIG_Frontend::PrefixPath>/htdocs/js/thirdparty/ckeditor-4.16.0/
Frontend::RichTextWidth¶
Defines the width for the rich text editor component. Enter number (pixels) or percent value (relative).
This setting can not be deactivated.
Default value:
620
Frontend::TemplateCache¶
Enables or disables the caching for templates. WARNING: Do NOT disable template caching for production environments for it will cause a massive performance drop! This setting should only be disabled for debugging reasons!
This setting can not be deactivated.
Default value:
1
Frontend::Themes¶
Activates the available themes on the system. Value 1 means active, 0 means inactive.
Default value:
---
Lite: '0'
Standard: '1'
HTTPSForceRedirect¶
Whether to force redirect all requests from http to https protocol. Please check that your web server is configured correctly for https protocol before enable this option.
This setting can not be deactivated.
Default value:
0
HttpType¶
Defines the type of protocol, used by the web server, to serve the application. If https protocol will be used instead of plain http, it must be specified here. Since this has no affect on the web server’s settings or behavior, it will not change the method of access to the application and, if it is wrong, it will not prevent you from logging into the application. This setting is only used as a variable, OTRS_CONFIG_HttpType which is found in all forms of messaging used by the application, to build links to the tickets within your system.
This setting can not be deactivated.
Default value:
http
OutOfOfficeMessageTemplate¶
Defines out of office message template. Two string parameters (%s) available: end date and number of days left.
Default value:
*** out of office until %s (%s d left) ***
Ticket::Frontend::BlockLoadingRemoteContent¶
Makes the application block external content loading.
This setting can not be deactivated.
Default value:
0
WebMaxFileUpload¶
Defines the maximal size (in bytes) for file uploads via the browser for the agent interface. For the external interface it needs to be configured in the WebApp.conf (max_request_size). Warning: Setting this option to a value which is too low could cause many masks in your OTRS instance to stop working (probably any mask which takes input from the user).
This setting can not be deactivated.
Default value:
24000000
WebUploadCacheModule¶
Selects the module to handle uploads via the web interface. “DB” stores all uploads in the database, “FS” uses the file system.
This setting can not be deactivated.
Default value:
Kernel::System::Web::UploadCache::DB
Frontend → Base → Loader¶
Loader::Agent::CommonCSS###000-Framework¶
List of CSS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Reset.css
- Core.Default.css
- Core.Header.css
- Core.OverviewControl.css
- Core.OverviewSmall.css
- Core.OverviewMedium.css
- Core.OverviewLarge.css
- Core.Footer.css
- Core.PageLayout.css
- Core.Form.css
- Core.Table.css
- Core.Login.css
- Core.Widget.css
- Core.WidgetMenu.css
- Core.TicketDetail.css
- Core.Tooltip.css
- Core.Dialog.css
- Core.InputFields.css
- Core.Print.css
- Core.Animations.css
- Core.DocumentSearch.css
- Core.AgentSearch.css
Loader::Agent::CommonCSS###001-Daemon¶
List of CSS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.Daemon.css
Loader::Agent::CommonCSS###200-FAQ¶
List of CSS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.FAQ.Default.css
Loader::Agent::CommonJS###000-Framework¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- thirdparty/jquery-3.5.1/jquery.js
- thirdparty/jquery-browser-detection/jquery-browser-detection.js
- thirdparty/jquery-ui-1.12.1/jquery-ui.js
- thirdparty/jquery-ui-touch-punch-0.2.3/jquery.ui.touch-punch.js
- thirdparty/jquery-validate-1.19.3/jquery.validate.js
- thirdparty/jquery-pubsub/pubsub.js
- thirdparty/jquery-jstree-3.3.7/jquery.jstree.js
- thirdparty/nunjucks-3.0.1/nunjucks.js
- Core.Init.js
- Core.JavaScriptEnhancements.js
- Core.Debug.js
- Core.Exception.js
- Core.Data.js
- Core.Config.js
- Core.Language.js
- Core.Template.js
- Core.JSON.js
- Core.App.js
- Core.App.Responsive.js
- Core.AJAX.js
- Core.UI.js
- Core.UI.InputFields.js
- Core.UI.Accordion.js
- Core.UI.Datepicker.js
- Core.UI.DnD.js
- Core.UI.Floater.js
- Core.UI.Resizable.js
- Core.UI.Table.js
- Core.UI.Accessibility.js
- Core.UI.RichTextEditor.js
- Core.UI.Dialog.js
- Core.UI.ActionRow.js
- Core.UI.Popup.js
- Core.UI.TreeSelection.js
- Core.UI.Autocomplete.js
- Core.Form.js
- Core.Form.ErrorTooltips.js
- Core.Form.Validate.js
- Core.Agent.js
- Core.Agent.Search.js
- Core.Agent.DocumentSearch.js
- Core.Agent.CustomerInformationCenterSearch.js
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerUserInformationCenterSearch.js
- Core.Agent.Header.js
- Core.UI.Notification.js
- Core.Agent.Responsive.js
Loader::Agent::CommonJS###001-Daemon¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.Daemon.js
Loader::Agent::CommonJS###001-JQueryMigrate¶
List of JS files to always be loaded for the agent interface.
This setting is not active by default.
Default value:
---
- thirdparty/jquery-migrate-3.0.0/jquery-migrate.js
Loader::Agent::CommonJS###002-Ticket¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.Chat.Toolbar.js
- Core.VideoChat.js
- thirdparty/adapter.js-6.4.0/adapter.js
Loader::Agent::CommonJS###100-CKEditor¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- thirdparty/ckeditor-4.16.0/ckeditor.js
Loader::Agent::CommonJS###200-DynamicFieldContactWithData¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.DynamicFieldContactWithDataSearch.js
Loader::Agent::CommonJS###200-FAQ¶
List of JS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Agent.FAQ.TicketCompose.js
Loader::Agent::DefaultSelectedSkin¶
The agent skin’s InternalName which should be used in the agent interface. Please check the available skins in Frontend::Agent::Skins.
This setting can not be deactivated.
Default value:
default
Loader::Agent::DefaultSelectedSkin::HostBased¶
It is possible to configure different skins, for example to distinguish between diferent agents, to be used on a per-domain basis within the application. Using a regular expression (regex), you can configure a Key/Content pair to match a domain. The value in “Key” should match the domain, and the value in “Content” should be a valid skin on your system. Please see the example entries for the proper form of the regex.
This setting is not active by default.
Default value:
---
host1\.example\.com: SomeSkin1
host2\.example\.com: SomeSkin2
Loader::Agent::ResponsiveCSS###000-Framework¶
List of responsive CSS files to always be loaded for the agent interface.
This setting can not be deactivated.
Default value:
---
- Core.Responsive.css
Loader::Agent::Skin###000-default¶
Default skin for the agent interface.
Default value:
---
Description: The Default skin of OTRS.
HomePage: www.otrs.org
InternalName: default
VisibleName: OTRS
Loader::Agent::Skin###001-slim¶
Default skin for the agent interface (slim version).
Default value:
---
Description: A more compact version of the OTRS skin which tries to save screen space
for power users.
HomePage: www.otrs.org
InternalName: slim
VisibleName: Slim
Loader::Agent::Skin###002-high-contrast¶
High contrast skin for visually impaired users.
Default value:
---
Description: High contrast skin for visually impaired users.
HomePage: www.otrs.com
InternalName: highcontrast
VisibleName: High Contrast
Loader::Enabled::CSS¶
If enabled, OTRS will deliver all CSS files in minified form.
This setting can not be deactivated.
Default value:
1
Loader::Enabled::JS¶
If enabled, OTRS will deliver all JavaScript files in minified form.
This setting can not be deactivated.
Default value:
1
Frontend → Base → OutputFilter¶
Frontend::Output::FilterText###AAAURL¶
Defines the filter that processes the text in the articles, in order to highlight URLs.
Default value:
---
Module: Kernel::Output::HTML::FilterText::URL
Templates:
AgentTicketZoom: '1'
Frontend::Output::FilterText###OutputFilterTextAutoLink¶
Defines a filter to process the text in the articles, in order to highlight predefined keywords.
This setting is not active by default.
Default value:
---
Module: Kernel::Output::HTML::FilterText::AutoLink
Templates:
AgentTicketZoom: '1'
Frontend::Output::OutputFilterTextAutoLink###Bugtraq¶
Defines a filter for html output to add links behind bugtraq numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?(\d{2,8})
Templates:
AgentTicketZoom: '1'
URL1:
Description: Security Focus
Image: https://www.securityfocus.com/favicon.ico
Target: _blank
URL: https://www.securityfocus.com/bid/<MATCH1>/info
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=<MATCH>
Frontend::Output::OutputFilterTextAutoLink###CVE¶
Defines a filter for html output to add links behind CVE numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})
Templates:
AgentTicketZoom: '1'
URL1:
Description: Mitre
Image: https://cve.mitre.org/favicon.ico
Target: _blank
URL: https://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
URL3:
Description: US-CERT NVD
Image: https://nvd.nist.gov/site-media/images/favicons/favicon-16x16.png
Target: _blank
URL: https://nvd.nist.gov/nvd.cfm?cvename=<MATCH1>-<MATCH2>-<MATCH3>
Frontend::Output::OutputFilterTextAutoLink###FAQ¶
A filter for HTML output to add links behind a defined string. The element Image allows two input kinds. First the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possibility is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- (FAQ)[#\s]*?1(\d{4})
URL1:
Description: FAQ
Image: /otrs-web/skins/Agent/default/img/help-small.png
Target: _blank
URL: /otrs/index.pl?Action=AgentFAQZoom;ItemID=<MATCH2>
Frontend::Output::OutputFilterTextAutoLink###MSBulletins¶
Defines a filter for html output to add links behind MSBulletin numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- MS[^A-Za-z]{0,5}(\d\d).?(\d{2,4})
Templates:
AgentTicketZoom: '1'
URL1:
Description: Microsoft Technet
Image: https://www.microsoft.com/favicon.ico
Target: _blank
URL: https://www.microsoft.com/technet/security/bulletin/MS<MATCH1>-<MATCH2>.mspx
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=MS<MATCH1>-<MATCH2>
Frontend::Output::OutputFilterTextAutoLink###Setting1¶
Define a filter for html output to add links behind a defined string. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- RegExp
Templates:
AgentTicketZoom: '1'
URL1:
Description: Description
Image: right-small.png
Target: _blank
URL: URL
URL2:
Description: Description
Image: Image
Target: _blank
URL: URL
Frontend::Output::OutputFilterTextAutoLink###Setting2¶
Defines a filter for html output to add links behind a defined string. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.
This setting is not active by default.
Default value:
---
RegExp:
- RegExp
Templates:
AgentTicketZoom: '1'
URL1:
Description: Description
Image: right-small.png
Target: _blank
URL: URL
URL2:
Description: Description
Image: Image
Target: _blank
URL: URL
URL3:
Description: Description
Image: Image
Target: _blank
URL: URL
Frontend → External¶
ChatEngine::ExternalFrontend::NoAvailableAgentsButtonLink¶
Defines the link of the button which will be considered for the button if no agent is available for chat.
This setting can not be deactivated.
Default value:
''
ChatEngine::ExternalFrontend::NoAvailableAgentsButtonText¶
Defines the text of the button which will be displayed if no agent is available for chat.
This setting can not be deactivated.
Default value:
''
ChatEngine::ExternalFrontend::NoAvailableAgentsDescription¶
Defines a reference message for the button.
This setting can not be deactivated.
Default value:
''
ChatFrontend::ExternalScripts¶
Defines the list of external script resources that will be included in the chat app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).
This setting can not be deactivated.
Default value:
--- []
ChatFrontend::InlineScripts¶
Defines the list of inline scripts that will be included in the chat app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).
This setting can not be deactivated.
Default value:
--- []
ExternalFrontend::CustomizationColors¶
List of colors in hexadecimal RGB which will be available for selection during customization of the external interface. Make sure the colors are dark enough so white text can be overlayed on them.
Default value:
---
- '#000000'
- '#1E1E1E'
- '#3A3A3A'
- '#545453'
- '#6E6E6E'
- '#878687'
- '#888787'
- '#A09FA0'
- '#B8B8B8'
- '#D0D0D0'
- '#E8E8E8'
- '#FFFFFF'
- '#891100'
- '#894800'
- '#888501'
- '#458401'
- '#028401'
- '#018448'
- '#008688'
- '#004A88'
- '#001888'
- '#491A88'
- '#891E88'
- '#891648'
- '#FF2101'
- '#FF8802'
- '#FFFA03'
- '#83F902'
- '#05F802'
- '#03F987'
- '#00FDFF'
- '#008CFF'
- '#002EFF'
- '#8931FF'
- '#FF39FF'
- '#FF2987'
- '#FF726E'
- '#FFCE6E'
- '#FFFB6D'
- '#CEFA6E'
- '#68F96E'
- '#68FDFF'
- '#68FBD0'
- '#6ACFFF'
- '#6E76FF'
- '#D278FF'
- '#FF7AFF'
- '#FF7FD3'
ExternalFrontend::DefaultLanguage¶
Defines the method for determining the default language in the external interface. ‘Auto-detect’ will set language based on the user browser configuration. ‘System default’ will use configured value of the DefaultLanguage setting. Please note that once a user overrides the default language, their choice will be honored in the future.
This setting can not be deactivated.
Default value:
Browser
ExternalFrontend::ExternalScripts¶
Defines the list of external script resources that will be included in the external interface app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).
This setting can not be deactivated.
Default value:
--- []
ExternalFrontend::InlineScripts¶
Defines the list of inline scripts that will be included in the external interface app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).
This setting can not be deactivated.
Default value:
--- []
ExternalFrontend::LanguageFallback¶
Defines fallback language for the external interface.
This setting can not be deactivated.
Default value:
en
ExternalFrontend::Languages¶
List of languages which will be available in external interface. Please make sure that it contains value selected in ExternalFrontend::LanguageFallback.
This setting can not be deactivated.
Default value:
---
- en
- en_CA
- en_GB
- de
- es
- es_MX
- hu
- zh_CN
- pt_BR
- fr
Frontend → External → Auth¶
ExternalFrontend::Auth::AccessToken::Threshold¶
Defines access token creation threshold in seconds.
This setting can not be deactivated.
Default value:
10
ExternalFrontend::Auth::LoginURL¶
Defines an alternate login URL for the external interface.
This setting is not active by default.
Default value:
http://host.example.com/cgi-bin/login.pl
ExternalFrontend::Auth::LogoutURL¶
Defines an alternate logout URL for the external interface.
This setting is not active by default.
Default value:
http://host.example.com/cgi-bin/logout.pl
Frontend → External → DocumentSearch¶
DocumentSearch::External::DynamicField¶
Searchable and highlightable dynamic fields in the external interface.
Default value:
--- {}
Frontend → External → PrivacyNotice¶
ExternalFrontend::PrivacyNotice¶
Defines privacy notice configuration for the external interface. The notice will be shown to all users until they accept the privacy policy. To deactivate the notice completely, simply disable this setting.
Default value:
---
de:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: Datenschutz-Vereinbarung
Text: Diese Website verwendet Cookies. Mit der Nutzung dieser Website akzeptieren
Sie unsere %s.
en:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: data protection
Text: This site uses cookies. By using this site you accept our %s agreement.
en_CA:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: data protection
Text: This site uses cookies. By using this site you accept our %s agreement.
en_GB:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: data protection
Text: This site uses cookies. By using this site you accept our %s agreement.
es:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: protección de datos
Text: Este sitio utiliza cookies. Al continuar navegando, usted acepta nuestro acuerdo
de %s.
es_MX:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: protección de datos
Text: Este sitio utiliza cookies. Al continuar navegando, usted acepta nuestro acuerdo
de %s.
fr:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: de protection des données
Text: Ce site utilise des cookies. En utilisant ce site, vous acceptez notre accord
%s.
hu:
ButtonText: Rendben
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: adatvédelmi
Text: Ez az oldal sütiket használ. Az oldal használatával elfogadja az %s irányelveinket.
pt_BR:
ButtonText: Ok
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: proteção de dados
Text: Este site utiliza cookies. Ao usar este site, aceita o nosso acordo de %s.
zh_CN:
ButtonText: 好的
Link: https://www.example.com/your-cookie-consent
LinkTarget: _blank
LinkText: 数据保护
Text: 该网站使用cookies。使用本网站表示您接受我们的%s条款。
Frontend → External → Route¶
ExternalFrontend::Route###001-Framework¶
Defines the application routes for the external interface. Additional routes are defined by adding new items and specifying their parameters. ‘Group’ and ‘GroupRo’ arrays can be used to limit access of the route to members of certain groups with RW and RO permissions respectively. ‘Path’ defines the relative path of the route, and ‘Alias’ can be used for specifying an alternative path. ‘Component’ is the path of the Vue component responsible for displaying the route content, relative to the Components/Route folder in the app. ‘IsPublic’ defines if the route will be accessible for unauthenticated users and in case this is set to ‘1’, ‘Group’ and ‘GroupRo’ parameters will be ignored. ‘Props’ can be used to signal that the path contain dynamic segments, and that their values should be bound to the component as props (use ‘1’ to turn on this feature).
Default value:
---
- Alias: /home
Component: HomePage
Group: []
GroupRo: []
IsPublic: '1'
Path: /
Props: ''
- Alias: /c/:slug
Component: CustomPage
Group: []
GroupRo: []
IsPublic: '1'
Path: /content/:slug
Props: '1'
- Alias: '*'
Component: ErrorPage
Group: []
GroupRo: []
IsPublic: '1'
Path: /error
Props: '1'
- Alias: ''
Component: AccountResetPage
Group: []
GroupRo: []
IsPublic: '1'
Path: /account/reset/:token
Props: '1'
- Alias: ''
Component: TicketOverview
Group: []
GroupRo: []
IsPublic: '0'
Path: /ticket/overview/:filter?
Props: '1'
- Alias: ''
Component: Search
Group: []
GroupRo: []
IsPublic: '1'
Path: /search/:searchQuery?
Props: '1'
- Alias: ''
Component: PersonalPreferences
Group: []
GroupRo: []
IsPublic: '0'
Path: /account/personal-preferences/:category?
Props: '1'
- Alias: ''
Component: TicketCreate
Group: []
GroupRo: []
IsPublic: '0'
Path: /ticket/create/:mode?
Props: '1'
- Alias: ''
Component: TicketDetailView
Group: []
GroupRo: []
IsPublic: '0'
Path: /ticket/number/:ticketNumber
Props: '1'
- Alias: ''
Component: ServiceCatalogue
Group: []
GroupRo: []
IsPublic: '0'
Path: /service-catalogue/:categoryId?
Props: '1'
- Alias: /knowledge-base/
Component: KnowledgeBaseOverview
Group: []
GroupRo: []
IsPublic: '1'
Path: /knowledge-base/category/:categoryId?
Props: '1'
- Alias: ''
Component: KnowledgeBaseDetailView
Group: []
GroupRo: []
IsPublic: '1'
Path: /knowledge-base/article/:articleId
Props: '1'
- Alias: ''
Component: PersonalNotifications
Group: []
GroupRo: []
IsPublic: '0'
Path: /personal-notifications
Props: '1'
Frontend → External → View → KnowledgeBaseDetail¶
ExternalFrontend::KnowledgeBaseDetailView###DynamicField¶
Dynamic fields shown in the knowlegde base detail view of the external interface.
Default value:
--- {}
Frontend → External → View → Preferences¶
CustomerPersonalPreference###Avatar¶
Defines all the parameters for this item in the customer preferences.
Default value:
---
Active: '1'
Desc: Upload your avatar image.
Key: Avatar
Label: Avatar
Module: Kernel::WebApp::Util::UserPreferenceType::Avatar
PrefKey: UserAvatar
PreferenceGroup: General
Prio: '0100'
CustomerPersonalPreference###GoogleAuthenticatorSecretKey¶
Defines the config parameters of this item, to be shown in the preferences view.
Default value:
---
Active: '1'
Block: Input
Desc: 'Enter your shared secret to enable two factor authentication. WARNING: Make
sure that you add the shared secret to your generator application and the application
works well. Otherwise you will be not able to login anymore without the two factor
token.'
Key: Shared Secret
Label: Google Authenticator
Module: Kernel::WebApp::Util::UserPreferenceType::Generic
PrefKey: UserGoogleAuthenticatorSecretKey
PreferenceGroup: Security
Prio: '1100'
ValidateRegex: ^([A-Z2-7]{16}|)$
ValidateRegexMessage: The secret you supplied is invalid. The secret must only contain
letters (A-Z, uppercase) and numbers (2-7) and must consist of 16 characters.
CustomerPersonalPreference###Language¶
Defines all the parameters for this item in the customer preferences.
Default value:
---
Active: '1'
Desc: Select the main interface language.
Key: Language
Label: Language
Module: Kernel::WebApp::Util::UserPreferenceType::Select::Language
PrefKey: UserLanguage
PreferenceGroup: General
Prio: '2000'
CustomerPersonalPreference###PGP¶
Defines all the parameters for this item in the customer preferences.
Default value:
---
Active: '1'
Desc: Upload your PGP key.
Key: PGP Key
Label: PGP Key
Module: Kernel::WebApp::Util::UserPreferenceType::File::PGP
PrefKey: UserPGPKey
PreferenceGroup: Security
Prio: '10000'
CustomerPersonalPreference###Password¶
Defines all the parameters for this item in the customer preferences. ‘PasswordRegExp’ allows to match passwords against a regular expression. Define the minimum number of characters using ‘PasswordMinSize’. ‘PasswordMin2Lower2UpperCharacters’ defines if at least 2 lowercase and 2 uppercase letter characters are needed by setting the appropriate option to ‘1’. ‘PasswordMin2Characters’ defines if the password needs to contain at least 2 letter characters (set to 0 or 1). ‘PasswordNeedDigit’ controls the need of at least 1 digit (set to 0 or 1 to control).
Default value:
---
Active: '1'
Area: Customer
Desc: Set a new password by filling in your current password and a new one.
Label: Change password
Module: Kernel::WebApp::Util::UserPreferenceType::Password
PasswordMin2Characters: '0'
PasswordMin2Lower2UpperCharacters: '0'
PasswordMinSize: '0'
PasswordNeedDigit: '0'
PasswordRegExp: ''
PreferenceGroup: Security
Prio: '1000'
CustomerPersonalPreference###SMIME¶
Defines all the parameters for this item in the customer preferences.
Default value:
---
Active: '1'
Desc: Upload your S/MIME certificate.
Key: S/MIME Certificate
Label: S/MIME Certificate
Module: Kernel::WebApp::Util::UserPreferenceType::File::SMIME
PrefKey: UserSMIMEKey
PreferenceGroup: Security
Prio: '11000'
CustomerPersonalPreference###TimeZone¶
Defines all the parameters for this item in the customer preferences.
Default value:
---
Active: '1'
Desc: Select your personal time zone. All times will be displayed relative to this
time zone.
Key: Time Zone
Label: Time Zone
Module: Kernel::WebApp::Util::UserPreferenceType::Select::TimeZone
PrefKey: UserTimeZone
PreferenceGroup: General
Prio: '2500'
CustomerPersonalPreference::Groups###0001-Framework¶
Customer preferences categories.
This setting can not be deactivated.
Default value:
---
- Description: ''
Label: General
Name: General
Order: '1000'
Title: ''
- Description: ''
Label: Security
Name: Security
Order: '2000'
Title: ''
CustomerPersonalPreference::OldModuleMapping###0001-Framework¶
Defines the config parameters of this item, to be shown in the preferences view.
Default value:
---
GoogleAuthenticatorSecretKey: Kernel::Output::HTML::Preferences::Generic
PGP: Kernel::Output::HTML::Preferences::PGP
SMIME: Kernel::Output::HTML::Preferences::SMIME
Frontend → External → View → TicketCreate¶
ExternalFrontend::TicketCreate###DynamicField¶
Dynamic fields options shown in the ticket message screen of the external interface. NOTE: If you want to display these fields also in the ticket detail view of the external interface, you have to enable them in ExternalFrontend::TicketDetailView###DynamicField.
Default value:
--- {}
ExternalFrontend::TicketCreate###HistoryComment¶
Comment for new history entries in the external interface.
This setting can not be deactivated.
Default value:
''
ExternalFrontend::TicketCreate###HistoryType¶
Defines the default history type in the external interface.
This setting can not be deactivated.
Default value:
WebRequestCustomer
ExternalFrontend::TicketCreate###NextScreenAfterNewTicket¶
Determines the next screen after new customer ticket in the external interface.
This setting can not be deactivated.
Default value:
TicketOverview
ExternalFrontend::TicketCreate###Priority¶
Allows customers to set the ticket priority in the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketCreate###PriorityDefault¶
Defines the default priority of new customer tickets in the external interface.
Default value:
3 normal
ExternalFrontend::TicketCreate###Queue¶
Allows customers to set the ticket queue in the external interface. If this is not enabled, QueueDefault should be configured.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketCreate###QueueDefault¶
Defines the default queue for new customer tickets in the external interface.
Default value:
Postmaster
ExternalFrontend::TicketCreate###SLA¶
Allows customers to set the ticket SLA in the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketCreate###SLAMandatory¶
Sets if SLA must be selected by the customer.
Default value:
0
ExternalFrontend::TicketCreate###SenderType¶
Sender type for new tickets from the external interface.
This setting can not be deactivated.
Default value:
customer
ExternalFrontend::TicketCreate###Service¶
Allows customers to set the ticket service in the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketCreate###ServiceMandatory¶
Sets if service must be selected by the customer.
Default value:
0
ExternalFrontend::TicketCreate###StateDefault¶
Defines the default state of new customer tickets in the external interface.
This setting can not be deactivated.
Default value:
new
ExternalFrontend::TicketCreate###TicketType¶
Allows customers to set the ticket type in the external interface. If this is not enabled, TicketTypeDefault should be configured.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketCreate###TicketTypeDefault¶
Defines the default ticket type for new customer tickets in the external interface.
Default value:
Unclassified
Frontend → External → View → TicketDetail¶
ExternalFrontend::TicketDetailView###AccountedTimeDisplay¶
Displays the accounted time for an article in the ticket detail view of the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketDetailView###AttributesView¶
Shows the enabled ticket attributes in the external interface (0 = Disabled and 1 = Enabled).
This setting can not be deactivated.
Default value:
---
Owner: '0'
Priority: '1'
Queue: '1'
Responsible: '0'
SLA: '0'
Service: '0'
State: '1'
Type: '0'
ExternalFrontend::TicketDetailView###DynamicField¶
Dynamic fields shown in the ticket detail view of the external interface. Set ProcessManagementActivityID and/or ProcessManagementProcessID to “0 - Disabled”, if the fields shall not appear in the external interface.
Default value:
--- {}
ExternalFrontend::TicketDetailView###FollowUpDynamicField¶
Dynamic fields options shown in the ticket reply section in the ticket detail view of the external interface.
Default value:
--- {}
ExternalFrontend::TicketDetailView###HistoryComment¶
Defines the history comment for the ticket detail view, which gets used for ticket history in the external interface.
This setting can not be deactivated.
Default value:
''
ExternalFrontend::TicketDetailView###HistoryType¶
Defines the history type for the ticket detail view, which gets used for ticket history in the external interface.
This setting can not be deactivated.
Default value:
FollowUp
ExternalFrontend::TicketDetailView###NextScreenAfterFollowUp¶
Determines the next screen after the follow-up from the ticket detail view in the external interface.
This setting can not be deactivated.
Default value:
TicketOverview
ExternalFrontend::TicketDetailView###Priority¶
Allows customers to change the ticket priority in the external interface.
Default value:
0
ExternalFrontend::TicketDetailView###PriorityDefault¶
Defines the default priority of follow-up customer tickets in the ticket detail view in the external interface. To show the current ticket priority, simply disable this setting.
Default value:
3 normal
ExternalFrontend::TicketDetailView###SenderType¶
Defines the default sender type for tickets in the ticket detail view of the external interface.
This setting can not be deactivated.
Default value:
customer
ExternalFrontend::TicketDetailView###State¶
Allows choosing the next compose state for customer tickets in the external interface.
Default value:
0
ExternalFrontend::TicketDetailView###StateDefault¶
Defines the default next state for a ticket after customer follow-up in the external interface. To show the current ticket state, simply disable this setting.
Default value:
open
ExternalFrontend::TicketDetailView###StateType¶
Defines the next possible states for customer tickets in the external interface.
This setting can not be deactivated.
Default value:
---
- open
- closed
Frontend → External → View → TicketOverview¶
ExternalFrontend::TicketOverview###ColumnHeader¶
Shows either the last customer article’s subject or the ticket title in the external interface.
Default value:
TicketTitle
ExternalFrontend::TicketOverview###DynamicField¶
Dynamic fields shown in the ticket overview screen of the external interface and added as columns for export ticket list in the external interface.
Default value:
--- {}
ExternalFrontend::TicketOverview###Owner¶
Show the current owner in the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketOverview###Queue¶
Show the current queue in the external interface.
This setting can not be deactivated.
Default value:
0
ExternalFrontend::TicketOverview###State¶
Show the current state in the external interface.
This setting can not be deactivated.
Default value:
1
ExternalFrontend::TicketOverview###TicketListColumns¶
Shows the enabled columns for export ticket list in the external interface (0 = disabled and 1 = enabled). Ticket queue and state are supported. Dynamic fields can be also enabled as columns, see the “ExternalFrontend::TicketOverview###DynamicField” setting.
This setting can not be deactivated.
Default value:
---
Queue: '0'
State: '0'