Ticket → Core::CustomerCompany
Event module that updates tickets after an update of the Customer.
Alapértelmezett érték:
$Self->{'CustomerCompany::EventModulePost'}->{'110-UpdateTickets'} = {
'Event' => 'CustomerCompanyUpdate',
'Module' => 'Kernel::System::CustomerCompany::Event::TicketUpdate',
'Transaction' => '0'
};
Event module that updates tickets after an update of the Customer User.
Alapértelmezett érték:
$Self->{'CustomerUser::EventModulePost'}->{'120-UpdateTickets'} = {
'Event' => 'CustomerUserUpdate',
'Module' => 'Kernel::System::CustomerUser::Event::TicketUpdate',
'Transaction' => '0'
};
Ticket → Core::FulltextSearch
Helps to extend your articles full-text search (From, To, Cc, Subject and Body search). Runtime will do full-text searches on live data (it works fine for up to 50.000 tickets). StaticDB will strip all articles and will build an index after article creation, increasing fulltext searches about 50%. To create an initial index use "bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild".
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndexModule'} = 'Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB';
Display a warning and prevent search when using stop words within fulltext search.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::WarnOnStopWordUsage'} = '0';
Basic fulltext index settings. Execute "bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild" in order to generate a new index.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::Attribute'} = {
'WordCountMax' => '1000',
'WordLengthMax' => '30',
'WordLengthMin' => '3'
};
Fulltext index regex filters to remove parts of the text.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::Filters'} = [
'[,\\&\\<\\>\\?"\\!\\*\\|;\\[\\]\\(\\)\\+\\$\\^=]',
'^[\':.]|[\':.]$',
'^[^\\w]+$'
];
English stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'en'} = [
'a',
'about',
'above',
'after',
'again',
'against',
'all',
'am',
'an',
'and',
'any',
'are',
'aren\'t',
'as',
'at',
'be',
'because',
'been',
'before',
'being',
'below',
'between',
'both',
'but',
'by',
'can\'t',
'cannot',
'could',
'couldn\'t',
'did',
'didn\'t',
'do',
'does',
'doesn\'t',
'doing',
'don\'t',
'down',
'during',
'each',
'few',
'for',
'from',
'further',
'had',
'hadn\'t',
'has',
'hasn\'t',
'have',
'haven\'t',
'having',
'he',
'he\'d',
'he\'ll',
'he\'s',
'her',
'here',
'here\'s',
'hers',
'herself',
'him',
'himself',
'his',
'how',
'how\'s',
'i',
'i\'d',
'i\'ll',
'i\'m',
'i\'ve',
'if',
'in',
'into',
'is',
'isn\'t',
'it',
'it\'s',
'its',
'itself',
'let\'s',
'me',
'more',
'most',
'mustn\'t',
'my',
'myself',
'no',
'nor',
'not',
'of',
'off',
'on',
'once',
'only',
'or',
'other',
'ought',
'our',
'ours',
'ourselves',
'out',
'over',
'own',
'same',
'shan\'t',
'she',
'she\'d',
'she\'ll',
'she\'s',
'should',
'shouldn\'t',
'so',
'some',
'such',
'than',
'that',
'that\'s',
'the',
'their',
'theirs',
'them',
'themselves',
'then',
'there',
'there\'s',
'these',
'they',
'they\'d',
'they\'ll',
'they\'re',
'they\'ve',
'this',
'those',
'through',
'to',
'too',
'under',
'until',
'up',
'very',
'was',
'wasn\'t',
'we',
'we\'d',
'we\'ll',
'we\'re',
'we\'ve',
'were',
'weren\'t',
'what',
'what\'s',
'when',
'when\'s',
'where',
'where\'s',
'which',
'while',
'who',
'who\'s',
'whom',
'why',
'why\'s',
'with',
'won\'t',
'would',
'wouldn\'t',
'you',
'you\'d',
'you\'ll',
'you\'re',
'you\'ve',
'your',
'yours',
'yourself',
'yourselves'
];
German stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'de'} = [
'aber',
'als',
'am',
'an',
'auch',
'auf',
'aus',
'bei',
'bin',
'bis',
'bist',
'da',
'dadurch',
'daher',
'darum',
'das',
'daß',
'dass',
'dein',
'deine',
'dem',
'den',
'der',
'des',
'dessen',
'deshalb',
'die',
'dies',
'dieser',
'dieses',
'doch',
'dort',
'du',
'durch',
'ein',
'eine',
'einem',
'einen',
'einer',
'eines',
'er',
'es',
'euer',
'eure',
'für',
'hatte',
'hatten',
'hattest',
'hattet',
'hier',
'hinter',
'ich',
'ihr',
'ihre',
'im',
'in',
'ist',
'ja',
'jede',
'jedem',
'jeden',
'jeder',
'jedes',
'jener',
'jenes',
'jetzt',
'kann',
'kannst',
'können',
'könnt',
'machen',
'mein',
'meine',
'mit',
'muß',
'mußt',
'musst',
'müssen',
'müßt',
'nach',
'nachdem',
'nein',
'nicht',
'nun',
'oder',
'seid',
'sein',
'seine',
'sich',
'sie',
'sind',
'soll',
'sollen',
'sollst',
'sollt',
'sonst',
'soweit',
'sowie',
'und',
'unser',
'unsere',
'unter',
'vom',
'von',
'vor',
'wann',
'warum',
'was',
'weiter',
'weitere',
'wenn',
'wer',
'werde',
'werden',
'werdet',
'weshalb',
'wie',
'wieder',
'wieso',
'wir',
'wird',
'wirst',
'wo',
'woher',
'wohin',
'zu',
'zum',
'zur',
'über'
];
Dutch stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'nl'} = [
'de',
'zijn',
'een',
'en',
'in',
'je',
'het',
'van',
'op',
'ze',
'hebben',
'het',
'hij',
'niet',
'met',
'er',
'dat',
'die',
'te',
'wat',
'voor',
'naar',
'gaan',
'kunnen',
'zeggen',
'dat',
'maar',
'aan',
'veel',
'zijn',
'worden',
'uit',
'ook',
'komen',
'als',
'om',
'moeten',
'we',
'doen',
'bij',
'goed',
'haar',
'dan',
'nog',
'of',
'maken',
'zo',
'wel',
'mijn',
'zien',
'over',
'willen',
'staan',
'door',
'kijken',
'zullen',
'heel',
'nu',
'weten',
'zitten',
'hem',
'schrijven',
'vinden',
'woord',
'hoe',
'geen',
'dit',
'mens',
'al',
'jij',
'ander',
'groot',
'waar',
'maar',
'weer',
'kind',
'me',
'vragen',
'een',
'denken',
'twee',
'horen',
'iets',
'deze',
'krijgen',
'ons',
'zich',
'lezen',
'hun',
'welk',
'zin',
'laten',
'mogen',
'hier',
'jullie',
'toch',
'geven',
'jaar',
'tegen',
'al',
'eens',
'echt',
'houden',
'alleen',
'lopen',
'mee',
'ja',
'roepen',
'tijd',
'dag',
'elkaar',
'even',
'lang',
'land',
'liggen',
'waarom',
'zetten',
'vader',
'laat',
'beginnen',
'blijven',
'nee',
'moeder',
'huis',
'nou',
'na',
'af',
'keer',
'dus',
'tot',
'vertellen',
'wie',
'net',
'jou',
'les',
'want',
'man',
'nieuw',
'elk',
'tekst',
'omdat',
'gebruiken',
'u'
];
Spanish stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'es'} = [
'un',
'una',
'unas',
'unos',
'uno',
'sobre',
'todo',
'también',
'tras',
'otro',
'algún',
'alguno',
'alguna',
'algunos',
'algunas',
'ser',
'es',
'soy',
'eres',
'somos',
'sois',
'estoy',
'esta',
'estamos',
'estais',
'estan',
'como',
'en',
'para',
'atras',
'porque',
'por qué',
'estado',
'estaba',
'ante',
'antes',
'siendo',
'ambos',
'pero',
'por',
'poder',
'puede',
'puedo',
'podemos',
'podeis',
'pueden',
'fui',
'fue',
'fuimos',
'fueron',
'hacer',
'hago',
'hace',
'hacemos',
'haceis',
'hacen',
'cada',
'fin',
'incluso',
'primero',
'desde',
'conseguir',
'consigo',
'consigue',
'consigues',
'conseguimos',
'consiguen',
'ir',
'voy',
'va',
'vamos',
'vais',
'van',
'vaya',
'gueno',
'ha',
'tener',
'tengo',
'tiene',
'tenemos',
'teneis',
'tienen',
'el',
'la',
'lo',
'las',
'los',
'su',
'aqui',
'mio',
'tuyo',
'ellos',
'ellas',
'nos',
'nosotros',
'vosotros',
'vosotras',
'si',
'dentro',
'solo',
'solamente',
'saber',
'sabes',
'sabe',
'sabemos',
'sabeis',
'saben',
'ultimo',
'largo',
'bastante',
'haces',
'muchos',
'aquellos',
'aquellas',
'sus',
'entonces',
'tiempo',
'verdad',
'verdadero',
'verdadera',
'cierto',
'ciertos',
'cierta',
'ciertas',
'intentar',
'intento',
'intenta',
'intentas',
'intentamos',
'intentais',
'intentan',
'dos',
'bajo',
'arriba',
'encima',
'usar',
'uso',
'usas',
'usa',
'usamos',
'usais',
'usan',
'emplear',
'empleo',
'empleas',
'emplean',
'ampleamos',
'empleais',
'valor',
'muy',
'era',
'eras',
'eramos',
'eran',
'modo',
'bien',
'cual',
'cuando',
'donde',
'mientras',
'quien',
'con',
'entre',
'sin',
'trabajo',
'trabajar',
'trabajas',
'trabaja',
'trabajamos',
'trabajais',
'trabajan',
'podria',
'podrias',
'podriamos',
'podrian',
'podriais',
'yo',
'aquel'
];
French stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'fr'} = [
'alors',
'au',
'aucuns',
'aussi',
'autre',
'avant',
'avec',
'avoir',
'bon',
'car',
'ce',
'cela',
'ces',
'ceux',
'chaque',
'ci',
'comme',
'comment',
'dans',
'des',
'du',
'dedans',
'dehors',
'depuis',
'deux',
'devrait',
'doit',
'donc',
'dos',
'droite',
'début',
'elle',
'elles',
'en',
'encore',
'essai',
'est',
'et',
'eu',
'fait',
'faites',
'fois',
'font',
'force',
'haut',
'hors',
'ici',
'il',
'ils',
'je',
'juste',
'la',
'le',
'les',
'leur',
'là',
'ma',
'maintenant',
'mais',
'mes',
'mine',
'moins',
'mon',
'mot',
'même',
'ni',
'nommés',
'notre',
'nous',
'nouveaux',
'ou',
'où',
'par',
'parce',
'parole',
'pas',
'personnes',
'peut',
'peu',
'pièce',
'plupart',
'pour',
'pourquoi',
'quand',
'que',
'quel',
'quelle',
'quelles',
'quels',
'qui',
'sa',
'sans',
'ses',
'seulement',
'si',
'sien',
'son',
'sont',
'sous',
'soyez',
'sujet',
'sur',
'ta',
'tandis',
'tellement',
'tels',
'tes',
'ton',
'tous',
'tout',
'trop',
'très',
'tu',
'valeur',
'voie',
'voient',
'vont',
'votre',
'vous',
'vu',
'ça',
'étaient',
'état',
'étions',
'été',
'être'
];
Italian stop words for fulltext index. These words will be removed from the search index.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'it'} = [
'a',
'adesso',
'ai',
'al',
'alla',
'allo',
'allora',
'altre',
'altri',
'altro',
'anche',
'ancora',
'avere',
'aveva',
'avevano',
'ben',
'buono',
'che',
'chi',
'cinque',
'comprare',
'con',
'consecutivi',
'consecutivo',
'cosa',
'cui',
'da',
'del',
'della',
'dello',
'dentro',
'deve',
'devo',
'di',
'doppio',
'due',
'e',
'ecco',
'fare',
'fine',
'fino',
'fra',
'gente',
'giu',
'ha',
'hai',
'hanno',
'ho',
'il',
'indietro',
'invece',
'io',
'la',
'lavoro',
'le',
'lei',
'lo',
'loro',
'lui',
'lungo',
'ma',
'me',
'meglio',
'molta',
'molti',
'molto',
'nei',
'nella',
'no',
'noi',
'nome',
'nostro',
'nove',
'nuovi',
'nuovo',
'o',
'oltre',
'ora',
'otto',
'peggio',
'pero',
'persone',
'piu',
'poco',
'primo',
'promesso',
'qua',
'quarto',
'quasi',
'quattro',
'quello',
'questo',
'qui',
'quindi',
'quinto',
'rispetto',
'sara',
'secondo',
'sei',
'sembra',
'sembrava',
'senza',
'sette',
'sia',
'siamo',
'siete',
'solo',
'sono',
'sopra',
'soprattutto',
'sotto',
'stati',
'stato',
'stesso',
'su',
'subito',
'sul',
'sulla',
'tanto',
'te',
'tempo',
'terzo',
'tra',
'tre',
'triplo',
'ultimo',
'un',
'una',
'uno',
'va',
'vai',
'voi',
'volte',
'vostro'
];
Customizable stop words for fulltext index. These words will be removed from the search index.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::SearchIndex::StopWords'}->{'Custom'} = [
'MyStopWord'
];
Builds an article index right after the article's creation.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'098-ArticleSearchIndex'} = {
'Event' => '(ArticleCreate|ArticleUpdate)',
'Module' => 'Kernel::System::Ticket::Event::ArticleSearchIndex'
};
Ticket → Core::LinkObject
Links 2 tickets with a "Normal" type link.
Alapértelmezett érték:
$Self->{'LinkObject::PossibleLink'}->{'0200'} = {
'Object1' => 'Ticket',
'Object2' => 'Ticket',
'Type' => 'Normal'
};
Links 2 tickets with a "ParentChild" type link.
Alapértelmezett érték:
$Self->{'LinkObject::PossibleLink'}->{'0201'} = {
'Object1' => 'Ticket',
'Object2' => 'Ticket',
'Type' => 'ParentChild'
};
Defines, which tickets of which ticket state types should not be listed in linked ticket lists.
Alapértelmezett érték:
$Self->{'LinkObject::IgnoreLinkedTicketStateTypes'} = [
'merged',
'removed'
];
Ticket → Core::PostMaster
Maximal auto email responses to own email-address a day (Loop-Protection).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterMaxEmails'} = '40';
Maximal size in KBytes for mails that can be fetched via POP3/POP3S/IMAP/IMAPS (KBytes).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMasterMaxEmailSize'} = '16384';
The maximum number of mails fetched at once before reconnecting to the server.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMasterReconnectMessage'} = '20';
Default loop protection module.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'LoopProtectionModule'} = 'Kernel::System::PostMaster::LoopProtection::DB';
Path for the log file (it only applies if "FS" was selected for LoopProtectionModule and it is mandatory).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'LoopProtectionLog'} = '<OTRS_CONFIG_Home>/var/log/LoopProtection';
Converts HTML mails into text messages.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterAutoHTML2Text'} = '1';
Specifies user id of the postmaster data base.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterUserID'} = '1';
Defines the postmaster default queue.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterDefaultQueue'} = 'Raw';
Defines the default priority of new tickets.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterDefaultPriority'} = '3 normal';
Defines the default state of new tickets.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterDefaultState'} = 'new';
Defines the state of a ticket if it gets a follow-up.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterFollowUpState'} = 'open';
Defines the state of a ticket if it gets a follow-up and the ticket was already closed.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostmasterFollowUpStateClosed'} = 'open';
Sends agent follow-up notification only to the owner, if a ticket is unlocked (the default is to send the notification to all agents).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner'} = '0';
Defines the number of header fields in frontend modules for add and update postmaster filters. It can be up to 99 fields.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterHeaderFieldCount'} = '12';
Defines all the X-headers that should be scanned.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostmasterX-Header'} = [
'From',
'To',
'Cc',
'Reply-To',
'ReplyTo',
'Subject',
'Message-ID',
'Message-Id',
'Resent-To',
'Resent-From',
'Precedence',
'Mailing-List',
'List-Id',
'List-Archive',
'Errors-To',
'References',
'In-Reply-To',
'Auto-Submitted',
'X-Loop',
'X-Spam',
'X-Spam-Flag',
'X-Spam-Level',
'X-Spam-Score',
'X-Spam-Status',
'X-No-Loop',
'X-Priority',
'Importance',
'X-Mailer',
'User-Agent',
'Organization',
'X-Original-To',
'Delivered-To',
'Envelope-To',
'X-Envelope-To',
'Return-Path',
'X-OTRS-Owner',
'X-OTRS-OwnerID',
'X-OTRS-Responsible',
'X-OTRS-ResponsibleID',
'X-OTRS-Loop',
'X-OTRS-Priority',
'X-OTRS-Queue',
'X-OTRS-Lock',
'X-OTRS-Ignore',
'X-OTRS-State',
'X-OTRS-State-PendingTime',
'X-OTRS-Type',
'X-OTRS-Service',
'X-OTRS-SLA',
'X-OTRS-CustomerNo',
'X-OTRS-CustomerUser',
'X-OTRS-SenderType',
'X-OTRS-ArticleType',
'X-OTRS-FollowUp-Priority',
'X-OTRS-FollowUp-Queue',
'X-OTRS-FollowUp-Lock',
'X-OTRS-FollowUp-State',
'X-OTRS-FollowUp-State-PendingTime',
'X-OTRS-FollowUp-Type',
'X-OTRS-FollowUp-Service',
'X-OTRS-FollowUp-SLA',
'X-OTRS-FollowUp-SenderType',
'X-OTRS-FollowUp-ArticleType',
'X-OTRS-BodyDecrypted'
];
Module to filter and manipulate incoming messages. Block/ignore all spam email with From: noreply@ address.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = {
'Match' => {
'From' => 'noreply@'
},
'Module' => 'Kernel::System::PostMaster::Filter::Match',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
Module to filter and manipulate incoming messages. Get a 4 digit number to ticket free text, use regex in Match e. g. From => '(.+?)@.+?', and use () as [***] in Set =>.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
'Match' => {
'Subject' => 'SomeNumber:(\\d\\d\\d\\d)'
},
'Module' => 'Kernel::System::PostMaster::Filter::Match',
'Set' => {
'X-OTRS-DynamicField-TicketFreeKey1' => 'SomeNumber',
'X-OTRS-DynamicField-TicketFreeText1' => '[***]'
}
};
Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'3-NewTicketReject'} = {
'Match' => {
'From' => '@example.com'
},
'Module' => 'Kernel::System::PostMaster::Filter::NewTicketReject',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
Defines the sender for rejected emails.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Sender'} = 'noreply@example.com';
Defines the subject for rejected emails.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Subject'} = 'Email Rejected';
Defines the body text for rejected emails.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = '
Dear Customer,
Unfortunately we could not detect a valid ticket number
in your subject, so this email can\'t be processed.
Please create a new ticket via the customer panel.
Thanks for your help!
Your Helpdesk Team
';
CMD example setup. Ignores emails where external CMD returns some output on STDOUT (email will be piped into STDIN of some.bin).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'4-CMD'} = {
'CMD' => '/usr/bin/some.bin',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
Spam Assassin example setup. Ignores emails that are marked with SpamAssassin.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
'CMD' => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
Spam Assassin example setup. Moves marked mails to spam queue.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'6-SpamAssassin'} = {
'CMD' => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Queue' => 'spam'
}
};
Module to use database filter storage.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-MatchDBSource'} = {
'Module' => 'Kernel::System::PostMaster::Filter::MatchDBSource'
};
Module to check if arrived emails should be marked as email-internal (because of original forwarded internal email). ArticleType and SenderType define the values for the arrived email/article.
Alapértelmezett érték:
$Self->{'PostMaster::PreCreateFilterModule'}->{'000-FollowUpArticleTypeCheck'} = {
'ArticleType' => 'email-internal',
'Module' => 'Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck',
'SenderType' => 'customer'
};
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-ExternalTicketNumberRecognition1'} = {
'ArticleType' => 'note-report',
'DynamicFieldName' => 'Name_X',
'FromAddressRegExp' => '\\s*@example.com',
'Module' => 'Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition',
'Name' => 'Some Description',
'NumberRegExp' => '\\s*Incident-(\\d.*)\\s*',
'SearchInBody' => '1',
'SearchInSubject' => '1',
'SenderType' => 'system',
'TicketStateTypes' => 'new;open'
};
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-ExternalTicketNumberRecognition2'} = {
'ArticleType' => 'note-report',
'DynamicFieldName' => 'Name_X',
'FromAddressRegExp' => '\\s*@example.com',
'Module' => 'Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition',
'Name' => 'Some Description',
'NumberRegExp' => '\\s*Incident-(\\d.*)\\s*',
'SearchInBody' => '1',
'SearchInSubject' => '1',
'SenderType' => 'system',
'TicketStateTypes' => 'new;open'
};
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-ExternalTicketNumberRecognition3'} = {
'ArticleType' => 'note-report',
'DynamicFieldName' => 'Name_X',
'FromAddressRegExp' => '\\s*@example.com',
'Module' => 'Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition',
'Name' => 'Some Description',
'NumberRegExp' => '\\s*Incident-(\\d.*)\\s*',
'SearchInBody' => '1',
'SearchInSubject' => '1',
'SenderType' => 'system',
'TicketStateTypes' => 'new;open'
};
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-ExternalTicketNumberRecognition4'} = {
'ArticleType' => 'note-report',
'DynamicFieldName' => 'Name_X',
'FromAddressRegExp' => '\\s*@example.com',
'Module' => 'Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition',
'Name' => 'Some Description',
'NumberRegExp' => '\\s*Incident-(\\d.*)\\s*',
'SearchInBody' => '1',
'SearchInSubject' => '1',
'SenderType' => 'system',
'TicketStateTypes' => 'new;open'
};
Module to filter encrypted bodies of incoming messages.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-DecryptBody'} = {
'Module' => 'Kernel::System::PostMaster::Filter::Decrypt',
'StoreDecryptedBody' => '0'
};
Module to fetch customer users SMIME certificates of incoming messages.
Alapértelmezett érték:
$Self->{'PostMaster::PreFilterModule'}->{'000-SMIMEFetchFromCustomer'} = {
'Module' => 'Kernel::System::PostMaster::Filter::SMIMEFetchFromCustomer'
};
Checks if an E-Mail is a followup to an existing ticket by searching the subject for a valid ticket number.
Alapértelmezett érték:
$Self->{'PostMaster::CheckFollowUpModule'}->{'0100-Subject'} = {
'Module' => 'Kernel::System::PostMaster::FollowUpCheck::Subject'
};
Executes follow-up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.
Alapértelmezett érték:
$Self->{'PostMaster::CheckFollowUpModule'}->{'0200-References'} = {
'Module' => 'Kernel::System::PostMaster::FollowUpCheck::References'
};
Executes follow-up checks on email body for mails that don't have a ticket number in the subject.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::CheckFollowUpModule'}->{'0300-Body'} = {
'Module' => 'Kernel::System::PostMaster::FollowUpCheck::Body'
};
Executes follow-up checks on attachment contents for mails that don't have a ticket number in the subject.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::CheckFollowUpModule'}->{'0400-Attachments'} = {
'Module' => 'Kernel::System::PostMaster::FollowUpCheck::Attachments'
};
Executes follow-up checks on the raw source email for mails that don't have a ticket number in the subject.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'PostMaster::CheckFollowUpModule'}->{'0500-RawEmail'} = {
'Module' => 'Kernel::System::PostMaster::FollowUpCheck::RawEmail'
};
Controls if CustomerID is automatically copied from the sender address for unknown customers.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCustomers'} = '1';
If this regex matches, no message will be send by the autoresponder.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'SendNoAutoResponseRegExp'} = '(MAILER-DAEMON|postmaster|abuse)@.+?\\..+?';
If this option is set to 'Yes', tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. If this option is set to 'No', no autoresponses will be sent.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'AutoResponseForWebTickets'} = '1';
Ticket → Core::Queue
Event module that performs an update statement on TicketIndex to rename the queue name there if needed and if StaticDB is actually used.
Alapértelmezett érték:
$Self->{'Queue::EventModulePost'}->{'130-UpdateQueue'} = {
'Event' => 'QueueUpdate',
'Module' => 'Kernel::System::Queue::Event::TicketAcceleratorUpdate',
'Transaction' => '0'
};
Ticket → Core::Stats
Module to generate ticket statistics.
Alapértelmezett érték:
$Self->{'Stats::DynamicObjectRegistration'}->{'Ticket'} = {
'Module' => 'Kernel::System::Stats::Dynamic::Ticket'
};
Determines if the statistics module may generate ticket lists.
Alapértelmezett érték:
$Self->{'Stats::DynamicObjectRegistration'}->{'TicketList'} = {
'Module' => 'Kernel::System::Stats::Dynamic::TicketList'
};
Module to generate accounted time ticket statistics.
Alapértelmezett érték:
$Self->{'Stats::DynamicObjectRegistration'}->{'TicketAccountedTime'} = {
'Module' => 'Kernel::System::Stats::Dynamic::TicketAccountedTime'
};
Module to generate ticket solution and response time statistics.
Alapértelmezett érték:
$Self->{'Stats::DynamicObjectRegistration'}->{'TicketSolutionResponseTime'} = {
'Module' => 'Kernel::System::Stats::Dynamic::TicketSolutionResponseTime'
};
Ticket → Core::Ticket
The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Hook'} = 'Ticket#';
The divider between TicketHook and ticket number. E.g ': '.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::HookDivider'} = '';
Max size of the subjects in an email reply and in some overview screens.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SubjectSize'} = '100';
The text at the beginning of the subject in an email reply, e.g. RE, AW, or AS.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SubjectRe'} = 'Re';
The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SubjectFwd'} = 'Fwd';
The format of the subject. 'Left' means '[TicketHook#:12345] Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]', 'None' means 'Some Subject' and no ticket number. In the latter case you should verify that the setting PostMaster::CheckFollowUpModule###0200-References is activated to recognize followups based on email headers.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::SubjectFormat'} = 'Left';
A list of dynamic fields that are merged into the main ticket during a merge operation. Only dynamic fields that are empty in the main ticket will be set.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::MergeDynamicFields'} = [];
Name of custom queue. The custom queue is a queue selection of your preferred queues and can be selected in the preferences settings.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomQueue'} = 'My Queues';
Name of custom service. The custom service is a service selection of your preferred services and can be selected in the preferences settings.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomService'} = 'My Services';
Ignore system sender article types (e. g. auto responses or email notifications) to be flagged as 'Unread Article' in AgentTicketZoom or expanded automatically in Large view screens.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::NewArticleIgnoreSystemSender'} = '0';
Changes the owner of tickets to everyone (useful for ASP). Normally only agent with rw permissions in the queue of the ticket will be shown.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ChangeOwnerToEveryone'} = '0';
Enables ticket responsible feature, to keep track of a specific ticket.
Alapértelmezett érték:
$Self->{'Ticket::Responsible'} = '0';
Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.
Alapértelmezett érték:
$Self->{'Ticket::ResponsibleAutoSet'} = '1';
Allows defining new types for ticket (if ticket type feature is enabled).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Type'} = '0';
Defines the default ticket type.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Type::Default'} = 'Unclassified';
Allows defining services and SLAs for tickets (e. g. email, desktop, network, ...), and escalation attributes for SLAs (if ticket service/SLA feature is enabled).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Service'} = '0';
Retains all services in listings even if they are children of invalid elements.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Service::KeepChildren'} = '0';
Allows default services to be selected also for non existing customers.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Service::Default::UnknownCustomer'} = '0';
Activates the ticket archive system to have a faster system by moving some tickets out of the daily scope. To search for these tickets, the archive flag has to be enabled in the ticket search.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ArchiveSystem'} = '0';
Controls if the ticket and article seen flags are removed when a ticket is archived.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ArchiveSystem::RemoveSeenFlags'} = '1';
Removes the ticket watcher information when a ticket is archived.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ArchiveSystem::RemoveTicketWatchers'} = '1';
Activates the ticket archive system search in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomerArchiveSystem'} = '0';
Selects the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138, 200206231010139). With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g. 2002070110101520, 2002070110101535). "Random" generates randomized ticket numbers in the format "SystemID.Random" (e.g. 100057866352, 103745394596).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::DateChecksum';
Checks the SystemID in ticket number detection for follow-ups (use "No" if SystemID has been changed after using the system).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::NumberGenerator::CheckSystemID'} = '1';
Sets the minimal ticket counter size if "AutoIncrement" was selected as TicketNumberGenerator. Default is 5, this means the counter starts from 10000.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::NumberGenerator::MinCounterSize'} = '5';
Enables the minimal ticket counter size (if "Date" was selected as TicketNumberGenerator).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::NumberGenerator::Date::UseFormattedCounter'} = '0';
Log file for the ticket counter.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CounterLog'} = '<OTRS_CONFIG_Home>/var/log/TicketCounter.log';
IndexAccelerator: to choose your backend TicketViewAccelerator module. "RuntimeDB" generates each queue view on the fly from ticket table (no performance problems up to approx. 60.000 tickets in total and 6.000 open tickets in the system). "StaticDB" is the most powerful module, it uses an extra ticket-index table that works like a view (recommended if more than 80.000 and 6.000 open tickets are stored in the system). Use the command "bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild" for initial index creation.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::IndexModule'} = 'Kernel::System::Ticket::IndexAccelerator::RuntimeDB';
Saves the attachments of articles. "DB" stores all data in the database (not recommended for storing big attachments). "FS" stores the data on the filesystem; this is faster but the webserver should run under the OTRS user. You can switch between the modules even on a system that is already in production without any loss of data. Note: Searching for attachment names is not supported when "FS" is used.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageDB';
Specifies whether all storage backends should be checked when looking for attachments. This is only required for installations where some attachments are in the file system, and others in the database.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::StorageModule::CheckAllBackends'} = '0';
Specifies the directory to store the data in, if "FS" was selected for TicketStorageModule.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'ArticleDir'} = '<OTRS_CONFIG_Home>/var/article';
The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed.
Alapértelmezett érték:
$Self->{'OTRSEscalationEvents::DecayTime'} = '1440';
Restores a ticket from the archive (only if the event is a state change to any open available state).
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'100-ArchiveRestore'} = {
'Event' => 'TicketStateUpdate',
'Module' => 'Kernel::System::Ticket::Event::ArchiveRestore'
};
Updates the ticket index accelerator.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'110-AcceleratorUpdate'} = {
'Event' => 'TicketStateUpdate|TicketQueueUpdate|TicketLockUpdate',
'Module' => 'Kernel::System::Ticket::Event::TicketAcceleratorUpdate'
};
Resets and unlocks the owner of a ticket if it was moved to another queue.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'120-ForceOwnerResetOnMove'} = {
'Event' => 'TicketQueueUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset'
};
Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'130-ForceStateChangeOnLock'} = {
'Event' => 'TicketLockUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceState',
'new' => 'open'
};
Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'140-ResponsibleAutoSet'} = {
'Event' => 'TicketOwnerUpdate',
'Module' => 'Kernel::System::Ticket::Event::ResponsibleAutoSet'
};
Sets the PendingTime of a ticket to 0 if the state is changed to a non-pending state.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'150-TicketPendingTimeReset'} = {
'Event' => 'TicketStateUpdate',
'Module' => 'Kernel::System::Ticket::Event::TicketPendingTimeReset'
};
Sends the notifications which are configured in the admin interface under "Ticket Notifications".
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'500-NotificationEvent'} = {
'Event' => '',
'Module' => 'Kernel::System::Ticket::Event::NotificationEvent',
'Transaction' => '1'
};
Updates the ticket escalation index after a ticket attribute got updated.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'910-EscalationIndex'} = {
'Event' => 'TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate',
'Module' => 'Kernel::System::Ticket::Event::TicketEscalationIndex'
};
Ticket event module that triggers the escalation stop events.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'920-EscalationStopEvents'} = {
'Event' => 'TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate',
'Module' => 'Kernel::System::Ticket::Event::TriggerEscalationStopEvents'
};
Forces to unlock tickets after being moved to another queue.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'930-ForceUnlockOnMove'} = {
'Event' => 'TicketQueueUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceUnlock'
};
Update Ticket "Seen" flag if every article got seen or a new Article got created.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'940-TicketArticleNewMessageUpdate'} = {
'Event' => 'ArticleCreate|ArticleFlagSet',
'Module' => 'Kernel::System::Ticket::Event::TicketNewMessageUpdate'
};
Define a mapping between variables of the customer user data (keys) and dynamic fields of a ticket (values). The purpose is to store customer user data in ticket dynamic fields. The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. They mustn't be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values. To use this mapping, you have to also activate the next setting below.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'DynamicFieldFromCustomerUser::Mapping'} = {
'UserFirstname' => 'CustomerFirstname'
};
This event module stores attributes from CustomerUser as DynamicFields tickets. Please see the setting above for how to configure the mapping.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'950-DynamicFieldFromCustomerUser'} = {
'Event' => '(TicketCreate|TicketCustomerUpdate)',
'Module' => 'Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser'
};
Overloads (redefines) existing functions in Kernel::System::Ticket. Used to easily add customizations.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::CustomModule'}->{'001-CustomModule'} = 'Kernel::System::Ticket::Custom';
Defines the default viewable sender types of a ticket (default: customer).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ViewableSenderTypes'} = [
'\'customer\''
];
Defines the viewable locks of a ticket. NOTE: When you change this setting, make sure to delete the cache in order to use the new value. Default: unlock, tmp_lock.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ViewableLocks'} = [
'\'unlock\'',
'\'tmp_lock\''
];
Defines the valid state types for a ticket.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ViewableStateType'} = [
'new',
'open',
'pending reminder',
'pending auto'
];
Defines the valid states for unlocked tickets. To unlock tickets the script "bin/otrs.Console.pl Maint::Ticket::UnlockTimeout" can be used.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::UnlockStateType'} = [
'new',
'open'
];
Sends reminder notifications of unlocked ticket after reaching the reminder date (only sent to ticket owner).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::PendingNotificationOnlyToOwner'} = '0';
Disables sending reminder notifications to the responsible agent of a ticket (Ticket::Responsible needs to be activated).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::PendingNotificationNotToResponsible'} = '0';
Defines the state type of the reminder for pending tickets.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::PendingReminderStateType'} = [
'pending reminder'
];
Determines the possible states for pending tickets that changed state after reaching time limit.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::PendingAutoStateType'} = [
'pending auto'
];
Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::StateAfterPending'} = {
'pending auto close+' => 'closed successful',
'pending auto close-' => 'closed unsuccessful'
};
Standard available permissions for agents within the application. If more permissions are needed, they can be entered here. Permissions must be defined to be effective. Some other good permissions have also been provided built-in: note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce. Make sure that "rw" is always the last registered permission.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'System::Permission'} = [
'ro',
'move_into',
'create',
'note',
'owner',
'priority',
'rw'
];
Module to grant access to the owner of a ticket.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'1-OwnerCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::OwnerCheck',
'Required' => '0'
};
Optional queue limitation for the OwnerCheck permission module. If set, permission is only granted for tickets in the specified queues.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission::OwnerCheck::Queues'} = {
'Misc' => 'note',
'Postmaster' => 'ro, move, note',
'Raw' => 'rw'
};
Module to grant access to the agent responsible of a ticket.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'2-ResponsibleCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::ResponsibleCheck',
'Required' => '0'
};
Optional queue limitation for the ResponsibleCheck permission module. If set, permission is only granted for tickets in the specified queues.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission::ResponsibleCheck::Queues'} = {
'Misc' => 'note',
'Postmaster' => 'ro, move, note',
'Raw' => 'rw'
};
Module to check the group permissions for the access to tickets.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'3-GroupCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::GroupCheck',
'Required' => '0'
};
Module to grant access to the watcher agents of a ticket.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'4-WatcherCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::WatcherCheck',
'Required' => '0'
};
Module to grant access to the creator of a ticket.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'5-CreatorCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::CreatorCheck',
'Required' => '0'
};
Optional queue limitation for the CreatorCheck permission module. If set, permission is only granted for tickets in the specified queues.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission::CreatorCheck::Queues'} = {
'Misc' => 'note',
'Postmaster' => 'ro, move, note',
'Raw' => 'rw'
};
Module to grant access to any agent that has been involved in a ticket in the past (based on ticket history entries).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission'}->{'6-InvolvedCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::InvolvedCheck',
'Required' => '0'
};
Optional queue limitation for the InvolvedCheck permission module. If set, permission is only granted for tickets in the specified queues.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Permission::InvolvedCheck::Queues'} = {
'Misc' => 'note',
'Postmaster' => 'ro, move, note',
'Raw' => 'rw'
};
Module to check the group permissions for customer access to tickets.
Alapértelmezett érték:
$Self->{'CustomerTicket::Permission'}->{'1-GroupCheck'} = {
'Granted' => '0',
'Module' => 'Kernel::System::Ticket::CustomerPermission::GroupCheck',
'Required' => '1'
};
Module to grant access if the CustomerUserID of the ticket matches the CustomerUserID of the customer.
Alapértelmezett érték:
$Self->{'CustomerTicket::Permission'}->{'2-CustomerUserIDCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck',
'Required' => '0'
};
Module to grant access if the CustomerID of the ticket matches the CustomerID of the customer.
Alapértelmezett érték:
$Self->{'CustomerTicket::Permission'}->{'3-CustomerIDCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::CustomerPermission::CustomerIDCheck',
'Required' => '0'
};
Defines how the From field from the emails (sent from answers and email tickets) should look like.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::DefineEmailFrom'} = 'SystemAddressName';
Defines the separator between the agents real name and the given queue email address.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::DefineEmailFromSeparator'} = 'via';
Sends customer notifications just to the mapped customer.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerNotifyJustToRealCustomer'} = '0';
Specifies if an agent should receive email notification of his own actions.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'AgentSelfNotifyOnAction'} = '0';
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'900-GenericAgent'} = {
'Event' => '',
'Module' => 'Kernel::System::Ticket::Event::GenericAgent',
'Transaction' => '1'
};
Allows extended search conditions in ticket search of the generic agent interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)".
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::GenericAgentTicketSearch'}->{'ExtendedSearchCondition'} = '1';
Set the limit of tickets that will be executed on a single genericagent job execution.
Alapértelmezett érték:
$Self->{'Ticket::GenericAgentRunLimit'} = '4000';
Unlock tickets whenever a note is added and the owner is out of office.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::UnlockOnAway'} = '1';
Include unknown customers in ticket filter.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::IncludeUnknownTicketCustomers'} = '0';
Defines the list of types for templates.
Alapértelmezett érték:
$Self->{'StandardTemplate::Types'} = {
'Answer' => 'Answer',
'Create' => 'Create',
'Email' => 'Email',
'Forward' => 'Forward',
'Note' => 'Note',
'PhoneCall' => 'Phone call'
};
List of default Standard Templates which are assigned automatically to new Queues upon creation.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'StandardTemplate2QueueByCreating'} = [
''
];
Default display type for recipient (To,Cc) names in AgentTicketZoom and CustomerTicketZoom.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::DefaultRecipientDisplayType'} = 'Realname';
Default display type for sender (From) names in AgentTicketZoom and CustomerTicketZoom.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::DefaultSenderDisplayType'} = 'Realname';
Ticket → Core::TicketACL
ACL module that allows closing parent tickets only if all its children are already closed ("State" shows which states are not available for the parent ticket until all child tickets are closed).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Acl::Module'}->{'1-Ticket::Acl::Module'} = {
'Module' => 'Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds',
'State' => [
'closed successful',
'closed unsuccessful'
]
};
Default ACL values for ticket actions.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'TicketACL::Default::Action'} = {};
Defines which items are available in first level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel1Match'} = {
'Properties' => 'Properties',
'PropertiesDatabase' => 'PropertiesDatabase'
};
Defines which items are available in first level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel1Change'} = {
'Possible' => 'Possible',
'PossibleAdd' => 'PossibleAdd',
'PossibleNot' => 'PossibleNot'
};
Defines which items are available in second level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel2::Possible'} = {
'Action' => 'Action',
'ActivityDialog' => 'ActivityDialog',
'Process' => 'Process',
'Ticket' => 'Ticket'
};
Defines which items are available in second level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel2::PossibleAdd'} = {
'Action' => 'Action',
'ActivityDialog' => 'ActivityDialog',
'Process' => 'Process',
'Ticket' => 'Ticket'
};
Defines which items are available in second level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel2::PossibleNot'} = {
'Action' => 'Action',
'ActivityDialog' => 'ActivityDialog',
'Process' => 'Process',
'Ticket' => 'Ticket'
};
Defines which items are available in second level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel2::Properties'} = {
'CustomerUser' => 'CustomerUser',
'DynamicField' => 'DynamicField',
'Frontend' => 'Frontend',
'Owner' => 'Owner',
'Priority' => 'Priority',
'Process' => 'Process',
'Queue' => 'Queue',
'Responsible' => 'Responsible',
'SLA' => 'SLA',
'Service' => 'Service',
'State' => 'State',
'Ticket' => 'Ticket',
'Type' => 'Type',
'User' => 'User'
};
Defines which items are available in second level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel2::PropertiesDatabase'} = {
'CustomerUser' => 'CustomerUser',
'DynamicField' => 'DynamicField',
'Owner' => 'Owner',
'Priority' => 'Priority',
'Process' => 'Process',
'Queue' => 'Queue',
'Responsible' => 'Responsible',
'SLA' => 'SLA',
'Service' => 'Service',
'State' => 'State',
'Ticket' => 'Ticket',
'Type' => 'Type',
'User' => 'User'
};
Defines which items are available for 'Action' in third level of the ACL structure.
Alapértelmezett érték:
$Self->{'ACLKeysLevel3::Actions'}->{'100-Default'} = [
'AgentTicketBounce',
'AgentTicketClose',
'AgentTicketCompose',
'AgentTicketCustomer',
'AgentTicketForward',
'AgentTicketEmailOutbound',
'AgentTicketFreeText',
'AgentTicketHistory',
'AgentTicketLink',
'AgentTicketLock',
'AgentTicketMerge',
'AgentTicketMove',
'AgentTicketNote',
'AgentTicketOwner',
'AgentTicketPending',
'AgentTicketPhone',
'AgentTicketPhoneInbound',
'AgentTicketPhoneOutbound',
'AgentTicketPlain',
'AgentTicketPrint',
'AgentTicketPriority',
'AgentTicketProcess',
'AgentTicketResponsible',
'AgentTicketSearch',
'AgentTicketWatcher',
'AgentTicketZoom',
'AgentLinkObject',
'CustomerTicketProcess'
];
Cache time in seconds for the DB ACL backend.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'ACL::CacheTTL'} = '3600';
If enabled debugging information for ACLs is logged.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'TicketACL::Debug::Enabled'} = '0';
Defines the priority in which the information is logged and presented.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'TicketACL::Debug::LogPriority'} = 'debug';
Filter for debugging ACLs. Note: More ticket attributes can be added in the format <OTRS_TICKET_Attribute> e.g. <OTRS_TICKET_Priority>.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'TicketACL::Debug::Filter'}->{'00-Default'} = {
'<OTRS_TICKET_TicketNumber>' => '',
'ACLName' => ''
};
Ticket → Core::TicketBulkAction
Enables ticket bulk action feature for the agent frontend to work on more than one ticket at a time.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::BulkFeature'} = '1';
Enables ticket bulk action feature only for the listed groups.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::BulkFeatureGroup'} = [
'admin',
'users'
];
Ticket → Core::TicketDynamicFieldDefault
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate). This is only possible if all Ticket dynamic fields need the same event.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::EventModulePost'}->{'TicketDynamicFieldDefault'} = {
'Module' => 'Kernel::System::Ticket::Event::TicketDynamicFieldDefault',
'Transaction' => '1'
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element1'} = {
'Event' => 'TicketCreate',
'Name' => 'Field1',
'Value' => 'Default'
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element2'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element3'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element4'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element5'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element6'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element7'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element8'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element9'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element10'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element11'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element12'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element13'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element14'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element15'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Configures a default TicketDynamicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://otrs.github.io/doc/), chapter "Ticket Event Module".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element16'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
Ticket → Core::TicketWatcher
Enables or disables the ticket watcher feature, to keep track of tickets without being the owner nor the responsible.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Watcher'} = '0';
Enables ticket watcher feature only for the listed groups.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::WatcherGroup'} = [
'admin',
'users'
];
Ticket → Frontend::Admin
List of all ticket events to be displayed in the GUI.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Events'}->{'Ticket'} = [
'TicketCreate',
'TicketDelete',
'TicketTitleUpdate',
'TicketUnlockTimeoutUpdate',
'TicketQueueUpdate',
'TicketTypeUpdate',
'TicketServiceUpdate',
'TicketSLAUpdate',
'TicketCustomerUpdate',
'TicketPendingTimeUpdate',
'TicketLockUpdate',
'TicketArchiveFlagUpdate',
'TicketStateUpdate',
'TicketOwnerUpdate',
'TicketResponsibleUpdate',
'TicketPriorityUpdate',
'HistoryAdd',
'HistoryDelete',
'TicketAccountTime',
'TicketMerge',
'TicketSubscribe',
'TicketUnsubscribe',
'TicketFlagSet',
'TicketFlagDelete',
'TicketSlaveLinkAdd',
'TicketSlaveLinkDelete',
'TicketMasterLinkDelete',
'EscalationResponseTimeNotifyBefore',
'EscalationUpdateTimeNotifyBefore',
'EscalationSolutionTimeNotifyBefore',
'EscalationResponseTimeStart',
'EscalationUpdateTimeStart',
'EscalationSolutionTimeStart',
'EscalationResponseTimeStop',
'EscalationUpdateTimeStop',
'EscalationSolutionTimeStop',
'NotificationNewTicket',
'NotificationFollowUp',
'NotificationLockTimeout',
'NotificationOwnerUpdate',
'NotificationResponsibleUpdate',
'NotificationAddNote',
'NotificationMove',
'NotificationPendingReminder',
'NotificationEscalation',
'NotificationEscalationNotifyBefore',
'NotificationServiceUpdate'
];
List of all article events to be displayed in the GUI.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Events'}->{'Article'} = [
'ArticleCreate',
'ArticleUpdate',
'ArticleSend',
'ArticleBounce',
'ArticleAgentNotification',
'ArticleCustomerNotification',
'ArticleAutoResponse',
'ArticleFlagSet',
'ArticleFlagDelete',
'ArticleAgentNotification',
'ArticleCustomerNotification'
];
List of all queue events to be displayed in the GUI.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Events'}->{'Queue'} = [
'QueueCreate',
'QueueUpdate'
];
Ticket → Frontend::Admin::AdminNotificationEvent
Uses richtext for viewing and editing ticket notification.
Alapértelmezett érték:
$Self->{'Frontend::Admin::AdminNotificationEvent'}->{'RichText'} = '1';
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Frontend::Admin::AdminNotificationEvent'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Frontend::Admin::AdminNotificationEvent'}->{'RichTextHeight'} = '320';
Defines all the parameters for this notification transport.
Alapértelmezett érték:
$Self->{'Notification::Transport'}->{'Email'} = {
'AgentEnabledByDefault' => '1',
'Icon' => 'fa fa-envelope',
'IsOTRSBusinessTransport' => '0',
'Module' => 'Kernel::System::Ticket::Event::NotificationEvent::Transport::Email',
'Name' => 'Email',
'Prio' => '100'
};
Defines all the parameters for this notification transport.
Alapértelmezett érték:
$Self->{'Notification::Transport'}->{'NotificationView'} = {
'AgentEnabledByDefault' => '0',
'Icon' => 'fa fa-th-list',
'IsOTRSBusinessTransport' => '1',
'Module' => 'Kernel::System::Ticket::Event::NotificationEvent::Transport::NotificationView',
'Name' => 'Web View',
'Prio' => '110'
};
Defines all the parameters for this notification transport.
Alapértelmezett érték:
$Self->{'Notification::Transport'}->{'SMS'} = {
'AgentEnabledByDefault' => '0',
'Icon' => 'fa fa-mobile',
'IsOTRSBusinessTransport' => '1',
'Module' => 'Kernel::System::Ticket::Event::NotificationEvent::Transport::SMS',
'Name' => 'SMS (Short Message Service)',
'Prio' => '120'
};
Defines the number of character per line used in case an HTML article preview replacement on TemplateGenerator for EventNotifications.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Notification::CharactersPerLine'} = '80';
Ticket → Frontend::Admin::ModuleRegistration
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminACL'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ACL.css'
],
'JavaScript' => [
'Core.Agent.Admin.ACL.js'
]
},
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Configure and manage ACLs.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Access Control Lists (ACL)',
'Prio' => '750'
},
'NavBarName' => 'Admin',
'Title' => 'Access Control Lists (ACL)'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminQueue'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage queues.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Queues',
'Prio' => '100'
},
'NavBarName' => 'Admin',
'Title' => 'Queues'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminTemplate'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage templates.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Templates',
'Prio' => '200'
},
'NavBarName' => 'Admin',
'Title' => 'Templates'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminQueueTemplates'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link templates to queues.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Templates <-> Queues',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'Templates <-> Queues'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminAutoResponse'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage responses that are automatically sent.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Auto Responses',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Auto Responses'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminQueueAutoResponse'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link queues to auto responses.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Auto Responses <-> Queues',
'Prio' => '500'
},
'NavBarName' => 'Admin',
'Title' => 'Auto Responses <-> Queues'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminAttachment'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage attachments.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Attachments',
'Prio' => '600'
},
'NavBarName' => 'Admin',
'Title' => 'Attachments'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminTemplateAttachment'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link attachments to templates.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Attachments <-> Templates',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'Attachments <-> Templates'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminSalutation'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage salutations.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Salutations',
'Prio' => '800'
},
'NavBarName' => 'Admin',
'Title' => 'Salutations'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminSignature'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage signatures.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Signatures',
'Prio' => '900'
},
'NavBarName' => 'Admin',
'Title' => 'Signatures'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminSystemAddress'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Set sender email addresses for this system.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Email Addresses',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'Email Addresses'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminNotificationEvent'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.NotificationEvent.css'
],
'JavaScript' => [
'Core.Agent.Admin.NotificationEvent.js'
]
},
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket notifications.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Ticket Notifications',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Ticket Notifications'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminService'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage services.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Services',
'Prio' => '900'
},
'NavBarName' => 'Admin',
'Title' => 'Services'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminSLA'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage Service Level Agreements (SLAs).',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Service Level Agreements',
'Prio' => '1000'
},
'NavBarName' => 'Admin',
'Title' => 'Service Level Agreements'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminType'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket types.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Types',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'Types'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminState'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket states.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'States',
'Prio' => '800'
},
'NavBarName' => 'Admin',
'Title' => 'States'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminPriority'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket priorities.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Priorities',
'Prio' => '850'
},
'NavBarName' => 'Admin',
'Title' => 'Priorities'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AdminGenericAgent'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'JavaScript' => [
'Core.Agent.Admin.GenericAgent.js'
]
},
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Manage tasks triggered by event or time based execution.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'GenericAgent',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'GenericAgent'
};
Ticket → Frontend::Agent
Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PendingDiffTime'} = '86400';
Define the max depth of queues.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MaxQueueLevel'} = '5';
Shows existing parent/child queue lists in the system in the form of a tree or a list.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ListType'} = 'tree';
Permitted width for compose email windows.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::TextAreaEmail'} = '82';
Permitted width for compose note windows.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::TextAreaNote'} = '78';
Max size (in rows) of the informed agents box in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::InformAgentMaxSize'} = '3';
Max size (in rows) of the involved agents box in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::InvolvedAgentMaxSize'} = '3';
Shows the customer user information (phone and email) in the compose screen.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerInfoCompose'} = '1';
Max size (in characters) of the customer information table (phone and email) in the compose screen.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerInfoComposeMaxSize'} = '22';
Shows the customer user's info in the ticket zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerInfoZoom'} = '1';
Maximum size (in characters) of the customer information table in the ticket zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerInfoZoomMaxSize'} = '22';
Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar'} = '18';
Maximum length (in characters) of the dynamic field in the article of the ticket zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::DynamicFieldsZoomMaxSizeArticle'} = '160';
Activates time accounting.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AccountTime'} = '1';
Sets the prefered time units (e.g. work units, hours, minutes).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::TimeUnits'} = ' (work units)';
Defines if time accounting is mandatory in the agent interface. If activated, 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).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NeedAccountedTime'} = '0';
Defines if time accounting must be set to all tickets in bulk action.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::BulkAccountedTime'} = '1';
Defines if composed messages have to be spell checked in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NeedSpellCheck'} = '0';
Shows an owner selection in phone and email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NewOwnerSelection'} = '1';
Show a responsible selection in phone and email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NewResponsibleSelection'} = '1';
Defines the recipient target of the phone ticket and the sender of the email ticket ("Queue" shows all queues, "System address" displays all system addresses) in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NewQueueSelectionType'} = 'Queue';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NewQueueSelectionString'} = '<Queue>';
Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::NewQueueOwnSelection'} = {
'1' => 'First Queue',
'2' => 'Second Queue'
};
Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ShowCustomerTickets'} = '1';
If enabled, TicketPhone and TicketEmail will be open in new windows.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'NewTicketInNewWindow::Enabled'} = '0';
Defines an external link to the database of the customer (e.g. 'http://yourhost/customer.php?CID=[% Data.CustomerID %]' or '').
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerDBLink'} = '[% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID | uri %]';
Defines the target attribute in the link to external customer database. E.g. 'target="cdb"'.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerDBLinkTarget'} = '';
Defines the target attribute in the link to external customer database. E.g. 'AsPopup PopupType_TicketAction'.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerDBLinkClass'} = '';
Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Frontend::CommonParam'}->{'Action'} = 'AgentDashboard';
Default queue ID used by the system in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Frontend::CommonParam'}->{'QueueID'} = '0';
Default ticket ID used by the system in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Frontend::CommonParam'}->{'TicketID'} = '';
General ticket data shown in the ticket overviews (fall-back). Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note that TicketNumber can not be disabled, because it is necessary.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'DefaultOverviewColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Dashboard
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = {
'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' => 'rw',
'Time' => 'UntilTime',
'Title' => 'Reminder Tickets'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = {
'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' => 'rw',
'Time' => 'EscalationTime',
'Title' => 'Escalated Tickets'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0120-TicketNew'} = {
'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' => 'rw',
'Time' => 'Age',
'Title' => 'New Tickets'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0130-TicketOpen'} = {
'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, but need a response',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::Dashboard::TicketGeneric',
'Permission' => 'rw',
'Time' => 'Age',
'Title' => 'Open Tickets / Need to be answered'
};
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.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0250-TicketStats'} = {
'Block' => 'ContentSmall',
'CacheTTLLocal' => '30',
'Changed' => '1',
'Closed' => '1',
'Default' => '1',
'Group' => '',
'Module' => 'Kernel::Output::HTML::Dashboard::TicketStatsGeneric',
'Permission' => 'rw',
'Title' => '7 Day Stats'
};
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.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0260-TicketCalendar'} = {
'Block' => 'ContentSmall',
'CacheTTL' => '2',
'Default' => '1',
'Group' => '',
'Limit' => '6',
'Module' => 'Kernel::Output::HTML::Dashboard::Calendar',
'OwnerOnly' => '',
'Permission' => 'rw',
'Title' => 'Upcoming Events'
};
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.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0270-TicketQueueOverview'} = {
'Block' => 'ContentLarge',
'CacheTTLLocal' => '2',
'Default' => '1',
'Description' => 'Provides a matrix overview of the tickets per state per queue.',
'Group' => '',
'Module' => 'Kernel::Output::HTML::Dashboard::TicketQueueOverview',
'Permission' => 'rw',
'QueuePermissionGroup' => 'users',
'Sort' => 'SortBy=Age;OrderBy=Up',
'States' => {
'1' => 'new',
'4' => 'open',
'6' => 'pending reminder'
},
'Title' => 'Ticket Queue Overview'
};
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.
Alapértelmezett érték:
$Self->{'DashboardBackend'}->{'0280-DashboardEventsTicketCalendar'} = {
'Block' => 'ContentLarge',
'CacheTTL' => '0',
'Default' => '0',
'Group' => '',
'Module' => 'Kernel::Output::HTML::Dashboard::EventsTicketCalendar',
'Title' => 'Events Ticket Calendar'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0100-CIC-TicketPendingReminder'} = {
'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'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0110-CIC-TicketEscalation'} = {
'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'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0120-CIC-TicketNew'} = {
'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'
};
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. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0130-CIC-TicketOpen'} = {
'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, but need a response',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::Dashboard::TicketGeneric',
'Permission' => 'ro',
'Time' => 'Age',
'Title' => 'Open Tickets / Need to be answered'
};
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.
Alapértelmezett érték:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0500-CIC-CustomerIDStatus'} = {
'Attributes' => '',
'Block' => 'ContentSmall',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'Company Status',
'Group' => '',
'Module' => 'Kernel::Output::HTML::Dashboard::CustomerIDStatus',
'Permission' => 'ro',
'Title' => 'Company Status'
};
Ticket → Frontend::Agent::Dashboard::EventsTicketCalendar
Defines the calendar width in percent. Default is 95%.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar'}->{'CalendarWidth'} = '95';
Defines queues that's tickets are used for displaying as calendar events.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar'}->{'Queues'} = [
'Raw'
];
Define dynamic field name for start time. This field has to be manually added to the system as Ticket: "Date / Time" and must be activated in ticket creation screens and/or in any other ticket action screens.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar::DynamicFieldStartTime'} = 'TicketCalendarStartTime';
Define dynamic field name for end time. This field has to be manually added to the system as Ticket: "Date / Time" and must be activated in ticket creation screens and/or in any other ticket action screens.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar::DynamicFieldEndTime'} = 'TicketCalendarEndTime';
Defines the dynamic fields that are used for displaying on calendar events.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar::DynamicFieldsForEvents'} = [
'TicketCalendarStartTime',
'TicketCalendarEndTime'
];
Defines the ticket fields that are going to be displayed calendar events. The "Key" defines the field or ticket attribute and the "Content" defines the display name.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'DashboardEventsTicketCalendar::TicketFieldsForEvents'} = {
'CustomerID' => 'Customer ID',
'CustomerUserID' => 'Customer user',
'Priority' => 'Priority',
'Queue' => 'Queue',
'SLA' => 'SLA',
'Service' => 'Service',
'State' => 'State',
'Title' => 'Title',
'Type' => 'Type'
};
Ticket → Frontend::Agent::Dashboard::TicketFilters
Defines if the values for filters should be retrieved from all available tickets. If set to "Yes", 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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'OnlyValuesOnTicket'} = '1';
Ticket → Frontend::Agent::LinkObject
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.
Alapértelmezett érték:
$Self->{'LinkObject::ComplexTable::SettingsVisibility'}->{'Ticket'} = [
'AgentTicketZoom'
];
Define which columns are shown in the linked tickets widget (LinkObject::ViewMode = "complex"). Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'LinkObject::ComplexTable'}->{'Ticket'} = {
'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'
}
};
Ticket → Frontend::Agent::ModuleMetaHead
Module to generate html OpenSearch profile for short ticket search in the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::HeaderMetaModule'}->{'2-TicketSearch'} = {
'Action' => 'AgentTicketSearch',
'Module' => 'Kernel::Output::HTML::HeaderMeta::AgentTicketSearch'
};
Ticket → Frontend::Agent::ModuleNotify
Module to show notifications and escalations (ShownMax: max. shown escalations, EscalationInMinutes: Show ticket which will escalation in, CacheTime: Cache of calculated escalations in seconds).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::NotifyModule'}->{'5-Ticket::TicketEscalation'} = {
'CacheTime' => '40',
'EscalationInMinutes' => '120',
'Module' => 'Kernel::Output::HTML::Notification::AgentTicketEscalation',
'ShownMax' => '25'
};
Ticket → Frontend::Agent::ModuleRegistration
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketQueue'} = {
'Description' => 'Overview of all open Tickets.',
'Loader' => {
'CSS' => [
'Core.AgentTicketQueue.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBar' => [
{
'AccessKey' => 'o',
'Block' => '',
'Description' => 'Overview of all open Tickets.',
'Link' => 'Action=AgentTicketQueue',
'LinkOption' => '',
'Name' => 'Queue view',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => ''
},
{
'AccessKey' => 't',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AgentTicketQueue',
'LinkOption' => '',
'Name' => 'Tickets',
'NavBar' => 'Ticket',
'Prio' => '200',
'Type' => 'Menu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'QueueView'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketService'} = {
'Description' => 'Overview of all open Tickets.',
'Loader' => {
'CSS' => [
'Core.AgentTicketService.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBar' => [
{
'AccessKey' => 'O',
'Block' => '',
'Description' => 'Overview of all open Tickets.',
'Link' => 'Action=AgentTicketService',
'LinkOption' => '',
'Name' => 'Service view',
'NavBar' => 'Ticket',
'Prio' => '105',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'ServiceView'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPhone'} = {
'Description' => 'Create new phone ticket.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'n',
'Block' => '',
'Description' => 'Create new phone ticket (inbound).',
'Link' => 'Action=AgentTicketPhone',
'LinkOption' => '',
'Name' => 'New phone ticket',
'NavBar' => 'Ticket',
'Prio' => '200',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'New phone ticket'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPhoneOutbound'} = {
'Description' => 'Phone Call.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Phone-Ticket'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPhoneInbound'} = {
'Description' => 'Incoming Phone Call.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Phone-Ticket'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketEmail'} = {
'Description' => 'Create new email ticket.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'm',
'Block' => '',
'Description' => 'Create new email ticket and send this out (outbound).',
'Link' => 'Action=AgentTicketEmail',
'LinkOption' => '',
'Name' => 'New email ticket',
'NavBar' => 'Ticket',
'Prio' => '210',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'New email ticket'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketSearch'} = {
'Description' => 'Search Ticket.',
'Loader' => {
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBar' => [
{
'AccessKey' => 's',
'Block' => '',
'Description' => 'Search Tickets.',
'Link' => 'Action=AgentTicketSearch',
'LinkOption' => 'onclick="window.setTimeout(function(){Core.Agent.Search.OpenSearchDialog(\'AgentTicketSearch\');}, 0); return false;"',
'Name' => 'Search',
'NavBar' => 'Ticket',
'Prio' => '300',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Search'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketLockedView'} = {
'Description' => 'Locked Tickets.',
'Loader' => {
'CSS' => [
'Core.AgentTicketQueue.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Locked Tickets'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketResponsibleView'} = {
'Description' => 'Responsible Tickets.',
'Loader' => {
'CSS' => [
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Responsible Tickets'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketWatchView'} = {
'Description' => 'Watched Tickets.',
'Loader' => {
'CSS' => [
'Core.AgentTicketQueue.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Watched Tickets'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentCustomerSearch'} = {
'Description' => 'AgentCustomerSearch.',
'NavBarName' => 'Ticket',
'Title' => 'AgentCustomerSearch'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentUserSearch'} = {
'Description' => 'AgentUserSearch.',
'NavBarName' => 'Ticket',
'Title' => 'AgentUserSearch'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = {
'Description' => 'Overview of all open tickets.',
'Loader' => {
'CSS' => [
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBar' => [
{
'AccessKey' => 'v',
'Block' => '',
'Description' => 'Overview of all open Tickets.',
'Link' => 'Action=AgentTicketStatusView',
'LinkOption' => '',
'Name' => 'Status view',
'NavBar' => 'Ticket',
'Prio' => '110',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Status view'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketEscalationView'} = {
'Description' => 'Overview of all escalated tickets.',
'Loader' => {
'CSS' => [
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.UI.AllocationList.js',
'Core.Agent.TableFilters.js'
]
},
'NavBar' => [
{
'AccessKey' => 'e',
'Block' => '',
'Description' => 'Overview Escalated Tickets.',
'Link' => 'Action=AgentTicketEscalationView',
'LinkOption' => '',
'Name' => 'Escalation view',
'NavBar' => 'Ticket',
'Prio' => '120',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Escalation view'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentZoom'} = {
'Description' => 'Compat module for AgentZoom to AgentTicketZoom.',
'NavBarName' => 'Ticket',
'Title' => ''
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketZoom'} = {
'Description' => 'Ticket Zoom.',
'Loader' => {
'CSS' => [
'Core.Agent.TicketProcess.css',
'Core.Agent.TicketMenuModuleCluster.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'thirdparty/jquery-tablesorter-2.0.5/jquery.tablesorter.js',
'Core.Agent.TicketZoom.js',
'Core.UI.AllocationList.js',
'Core.UI.Table.Sort.js',
'Core.Agent.TableFilters.js',
'Core.Agent.LinkObject.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Zoom'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketAttachment'} = {
'Description' => 'To download attachments.',
'NavBarName' => 'Ticket',
'Title' => ''
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPlain'} = {
'Description' => 'Ticket plain view of an email.',
'NavBarName' => 'Ticket',
'Title' => 'Plain'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketNote'} = {
'Description' => 'Ticket Note.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Note'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketMerge'} = {
'Description' => 'Ticket Merge.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketMerge.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Merge'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPending'} = {
'Description' => 'Ticket Pending.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Pending'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketWatcher'} = {
'Description' => 'A TicketWatcher Module.',
'NavBarName' => 'Ticket-Watcher',
'Title' => 'Ticket Watcher'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPriority'} = {
'Description' => 'Ticket Priority.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Priority'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketLock'} = {
'Description' => 'Ticket Lock.',
'NavBarName' => 'Ticket',
'Title' => 'Lock'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketMove'} = {
'Description' => 'Ticket Move.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Move'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketHistory'} = {
'Description' => 'Ticket History.',
'NavBarName' => 'Ticket',
'Title' => 'History'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketOwner'} = {
'Description' => 'Ticket Owner.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Owner'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketResponsible'} = {
'Description' => 'Ticket Responsible.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Responsible'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketCompose'} = {
'Description' => 'Ticket Compose email Answer.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Compose'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketBounce'} = {
'Description' => 'Ticket Compose Bounce Email.',
'NavBarName' => 'Ticket',
'Title' => 'Bounce'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketForward'} = {
'Description' => 'Ticket Forward Email.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Forward'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketEmailOutbound'} = {
'Description' => 'Ticket Outbound Email.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Email Outbound'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketCustomer'} = {
'Description' => 'Ticket Customer.',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Customer'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketClose'} = {
'Description' => 'Ticket Close.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Close'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketFreeText'} = {
'Description' => 'Ticket FreeText.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Free Fields'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketPrint'} = {
'Description' => 'Ticket Print.',
'NavBarName' => 'Ticket',
'Title' => 'Print'
};
Frontend module registration for the agent interface.
Alapértelmezett érték:
$Self->{'Frontend::Module'}->{'AgentTicketBulk'} = {
'Description' => 'Ticket bulk module.',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Bulk Action'
};
Ticket → Frontend::Agent::Preferences
Parameters for the CustomQueue object in the preference view of the agent interface.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'CustomQueue'} = {
'Active' => '1',
'Column' => 'Notification Settings',
'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',
'Prio' => '1000'
};
Parameters for the CustomService object in the preference view of the agent interface.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'CustomService'} = {
'Active' => '1',
'Column' => 'Notification Settings',
'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',
'Prio' => '1000'
};
Parameters for the RefreshTime object in the preference view of the agent interface.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'RefreshTime'} = {
'Active' => '1',
'Column' => 'Other Settings',
'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' => 'After',
'Label' => 'Overview Refresh Time',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserRefreshTime',
'Prio' => '2000'
};
Parameters for the pages (in which the tickets are shown) of the small ticket overview.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'TicketOverviewSmallPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '25',
'Key' => 'Ticket limit per page for Ticket Overview "Small"',
'Label' => 'Ticket Overview "Small" Limit',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserTicketOverviewSmallPageShown',
'Prio' => '8000'
};
Parameters for the column filters of the small ticket overview.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'TicketOverviewFilterSettings'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Key' => 'Column ticket filters for Ticket Overviews type "Small".',
'Label' => 'Enabled filters.',
'Module' => 'Kernel::Output::HTML::Preferences::ColumnFilters',
'PrefKey' => 'UserFilterColumnsEnabled',
'Prio' => '8100'
};
Parameters for the pages (in which the tickets are shown) of the medium ticket overview.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'TicketOverviewMediumPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '20',
'Key' => 'Ticket limit per page for Ticket Overview "Medium"',
'Label' => 'Ticket Overview "Medium" Limit',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserTicketOverviewMediumPageShown',
'Prio' => '8100'
};
Parameters for the pages (in which the tickets are shown) of the ticket preview overview.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'TicketOverviewPreviewPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '15',
'Key' => 'Ticket limit per page for Ticket Overview "Preview"',
'Label' => 'Ticket Overview "Preview" Limit',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserTicketOverviewPreviewPageShown',
'Prio' => '8200'
};
Parameters for the CreateNextMask object in the preference view of the agent interface.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'CreateNextMask'} = {
'Active' => '1',
'Column' => 'Other Settings',
'Data' => {
'0' => 'Create Ticket',
'AgentTicketZoom' => 'Ticket Zoom'
},
'DataSelected' => '',
'Desc' => 'Configure which screen should be shown after a new ticket has been created.',
'Key' => 'Screen',
'Label' => 'Screen after new ticket',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserCreateNextMask',
'Prio' => '3000'
};
Transport selection for ticket notifications.
Alapértelmezett érték:
$Self->{'PreferencesGroups'}->{'NotificationEvent'} = {
'Active' => '1',
'Column' => 'Notification Settings',
'Desc' => 'Choose for which kind of ticket changes you want to receive notifications.',
'Label' => 'Ticket notifications',
'Module' => 'Kernel::Output::HTML::Preferences::NotificationEvent',
'PrefKey' => 'AdminNotifcationEventTransport',
'Prio' => '8000'
};
Ticket → Frontend::Agent::SearchRouter
Search backend router.
Alapértelmezett érték:
$Self->{'Frontend::Search'}->{'AgentCustomerInformationCenter'} = {
'^AgentCustomerInformationCenter' => 'Action=AgentCustomerInformationCenterSearch'
};
JavaScript function for the search frontend.
Alapértelmezett érték:
$Self->{'Frontend::Search::JavaScript'}->{'AgentCustomerInformationCenter'} = {
'^AgentCustomerInformationCenter' => 'Core.Agent.CustomerInformationCenterSearch.OpenSearchDialog()'
};
Search backend router.
Alapértelmezett érték:
$Self->{'Frontend::Search'}->{'Ticket'} = {
'^AgentTicket' => 'Action=AgentTicketSearch;Subaction=AJAX'
};
Ticket → Frontend::Agent::Ticket::ArticleAttachmentModule
Shows a link to download article attachments in the zoom view of the article in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleAttachmentModule'}->{'1-Download'} = {
'Module' => 'Kernel::Output::HTML::ArticleAttachment::Download'
};
Shows a link to access article attachments via a html online viewer in the zoom view of the article in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleAttachmentModule'}->{'2-HTML-Viewer'} = {
'Module' => 'Kernel::Output::HTML::ArticleAttachment::HTMLViewer'
};
Ticket → Frontend::Agent::Ticket::ArticleComposeModule
Module to compose signed messages (PGP or S/MIME).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleComposeModule'}->{'1-SignEmail'} = {
'Module' => 'Kernel::Output::HTML::ArticleCompose::Sign'
};
Module to crypt composed messages (PGP or S/MIME).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleComposeModule'}->{'2-CryptEmail'} = {
'Module' => 'Kernel::Output::HTML::ArticleCompose::Crypt'
};
Ticket → Frontend::Agent::Ticket::ArticleViewModule
Agent interface article notification module to check PGP.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleViewModule'}->{'1-PGP'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheck::PGP'
};
Agent interface module to check incoming emails in the Ticket-Zoom-View if the S/MIME-key is available and true.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticleViewModule'}->{'1-SMIME'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheck::SMIME'
};
Ticket → Frontend::Agent::Ticket::ArticleViewModulePre
Agent interface article notification module to check PGP.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticlePreViewModule'}->{'1-PGP'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheck::PGP'
};
Agent interface article notification module to check S/MIME.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ArticlePreViewModule'}->{'1-SMIME'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheck::SMIME'
};
Ticket → Frontend::Agent::Ticket::MenuModule
Shows a link in the menu to go back in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'000-Back'} = {
'Action' => '',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Go back',
'Link' => '[% Env("LastScreenOverview") %];TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Back',
'PopupType' => '',
'Target' => ''
};
Shows a link in the menu to lock/unlock tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'100-Lock'} = {
'Action' => 'AgentTicketLock',
'ClusterName' => 'Miscellaneous',
'ClusterPriority' => '800',
'Description' => 'Lock / unlock this ticket',
'Module' => 'Kernel::Output::HTML::TicketMenu::Lock',
'Name' => 'Lock',
'Target' => ''
};
Shows a link in the menu to access the history of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'200-History'} = {
'Action' => 'AgentTicketHistory',
'ClusterName' => 'Miscellaneous',
'ClusterPriority' => '800',
'Description' => 'Show the history for this ticket',
'Link' => 'Action=AgentTicketHistory;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'History',
'PopupType' => 'TicketHistory',
'Target' => ''
};
Shows a link in the menu to print a ticket or an article in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'210-Print'} = {
'Action' => 'AgentTicketPrint',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Print this ticket',
'Link' => 'Action=AgentTicketPrint;TicketID=[% Data.TicketID | html %]',
'LinkParam' => 'target="print"',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Print',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to see the priority of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'300-Priority'} = {
'Action' => 'AgentTicketPriority',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Change the priority for this ticket',
'Link' => 'Action=AgentTicketPriority;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Priority',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to add a free text field in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'310-FreeText'} = {
'Action' => 'AgentTicketFreeText',
'ClusterName' => 'Miscellaneous',
'ClusterPriority' => '800',
'Description' => 'Change the free fields for this ticket',
'Link' => 'Action=AgentTicketFreeText;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Free Fields',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu that allows linking a ticket with another object in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'320-Link'} = {
'Action' => 'AgentLinkObject',
'ClusterName' => 'Miscellaneous',
'ClusterPriority' => '800',
'Description' => 'Link this ticket to other objects',
'Link' => 'Action=AgentLinkObject;SourceObject=Ticket;SourceKey=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Link',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to change the owner of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'400-Owner'} = {
'Action' => 'AgentTicketOwner',
'ClusterName' => 'People',
'ClusterPriority' => '430',
'Description' => 'Change the owner for this ticket',
'Link' => 'Action=AgentTicketOwner;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Owner',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to change the responsible agent of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'410-Responsible'} = {
'Action' => 'AgentTicketResponsible',
'ClusterName' => 'People',
'ClusterPriority' => '430',
'Description' => 'Change the responsible for this ticket',
'Link' => 'Action=AgentTicketResponsible;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Responsible',
'Name' => 'Responsible',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to change the customer who requested the ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'420-Customer'} = {
'Action' => 'AgentTicketCustomer',
'ClusterName' => 'People',
'ClusterPriority' => '430',
'Description' => 'Change the customer for this ticket',
'Link' => 'Action=AgentTicketCustomer;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Customer',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to add a note in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'420-Note'} = {
'Action' => 'AgentTicketNote',
'ClusterName' => 'Communication',
'ClusterPriority' => '435',
'Description' => 'Add a note to this ticket',
'Link' => 'Action=AgentTicketNote;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Note',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to add a phone call outbound in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'425-Phone Call Outbound'} = {
'Action' => 'AgentTicketPhoneOutbound',
'ClusterName' => 'Communication',
'ClusterPriority' => '435',
'Description' => 'Add an outbound phone call to this ticket',
'Link' => 'Action=AgentTicketPhoneOutbound;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Phone Call Outbound',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to add a phone call inbound in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'426-Phone Call Inbound'} = {
'Action' => 'AgentTicketPhoneInbound',
'ClusterName' => 'Communication',
'ClusterPriority' => '435',
'Description' => 'Add an inbound phone call to this ticket',
'Link' => 'Action=AgentTicketPhoneInbound;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Phone Call Inbound',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to send an outbound email in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'427-Email Outbound'} = {
'Action' => 'AgentTicketEmailOutbound',
'ClusterName' => 'Communication',
'ClusterPriority' => '435',
'Description' => 'Send new outgoing mail from this ticket',
'Link' => 'Action=AgentTicketEmailOutbound;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'E-Mail Outbound',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu that allows merging tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'430-Merge'} = {
'Action' => 'AgentTicketMerge',
'ClusterName' => 'Miscellaneous',
'ClusterPriority' => '800',
'Description' => 'Merge this ticket and all articles into another ticket',
'Link' => 'Action=AgentTicketMerge;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Merge',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to set a ticket as pending in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'440-Pending'} = {
'Action' => 'AgentTicketPending',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Set this ticket to pending',
'Link' => 'Action=AgentTicketPending;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Pending',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu for subscribing / unsubscribing from a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'448-Watch'} = {
'Action' => 'AgentTicketWatcher',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Watch this ticket',
'Module' => 'Kernel::Output::HTML::TicketMenu::TicketWatcher',
'Name' => 'Watch',
'Target' => ''
};
Shows a link in the menu to close a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'450-Close'} = {
'Action' => 'AgentTicketClose',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Close this ticket',
'Link' => 'Action=AgentTicketClose;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Close',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to delete a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'460-Delete'} = {
'Action' => 'AgentTicketMove',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Delete this ticket',
'Link' => 'Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Delete',
'PopupType' => '',
'Target' => ''
};
Shows a link to set a ticket as junk in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MenuModule'}->{'470-Junk'} = {
'Action' => 'AgentTicketMove',
'ClusterName' => '',
'ClusterPriority' => '',
'Description' => 'Mark this ticket as junk!',
'Link' => 'Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Spam',
'PopupType' => '',
'Target' => ''
};
Ticket → Frontend::Agent::Ticket::MenuModulePre
Shows a link in the menu to lock / unlock a ticket in the ticket overviews of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'100-Lock'} = {
'Action' => 'AgentTicketLock',
'Module' => 'Kernel::Output::HTML::TicketMenu::Lock',
'Name' => 'Lock',
'PopupType' => '',
'Target' => ''
};
Shows a link in the menu to zoom a ticket in the ticket overviews of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'200-Zoom'} = {
'Action' => 'AgentTicketZoom',
'Description' => 'Look into a ticket!',
'Link' => 'Action=AgentTicketZoom;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Zoom',
'PopupType' => '',
'Target' => ''
};
Shows a link in the menu to see the history of a ticket in every ticket overview of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'210-History'} = {
'Action' => 'AgentTicketHistory',
'Description' => 'Show the ticket history',
'Link' => 'Action=AgentTicketHistory;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'History',
'PopupType' => 'TicketHistory',
'Target' => ''
};
Shows a link in the menu to set the priority of a ticket in every ticket overview of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'300-Priority'} = {
'Action' => 'AgentTicketPriority',
'Description' => 'Change the priority for this ticket',
'Link' => 'Action=AgentTicketPriority;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Priority',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to add a note to a ticket in every ticket overview of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'420-Note'} = {
'Action' => 'AgentTicketNote',
'Description' => 'Add a note to this ticket',
'Link' => 'Action=AgentTicketNote;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Note',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to close a ticket in every ticket overview of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'440-Close'} = {
'Action' => 'AgentTicketClose',
'Description' => 'Close this ticket',
'Link' => 'Action=AgentTicketClose;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Close',
'PopupType' => 'TicketAction',
'Target' => ''
};
Shows a link in the menu to move a ticket in every ticket overview of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'445-Move'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Change queue!',
'Module' => 'Kernel::Output::HTML::TicketMenu::Move',
'Name' => 'Move'
};
Shows a link in the menu to delete a ticket in every ticket overview of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'450-Delete'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Delete this ticket',
'Link' => 'Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Delete',
'PopupType' => '',
'Target' => ''
};
Shows a link in the menu to set a ticket as junk in every ticket overview of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PreMenuModule'}->{'460-Junk'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Mark as Spam!',
'Link' => 'Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk',
'Module' => 'Kernel::Output::HTML::TicketMenu::Generic',
'Name' => 'Spam',
'PopupType' => '',
'Target' => ''
};
Ticket → Frontend::Agent::Ticket::OverviewMenuModule
Shows a select of ticket attributes to order the queue view ticket list. The possible selections can be configured via 'TicketOverviewMenuSort###SortAttributes'.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::OverviewMenuModule'}->{'001-Sort'} = {
'Module' => 'Kernel::Output::HTML::TicketOverviewMenu::Sort'
};
Defines from which ticket attributes the agent can select the result order.
Alapértelmezett érték:
$Self->{'TicketOverviewMenuSort'}->{'SortAttributes'} = {
'Age' => '1',
'Title' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewBounce
Required permissions to use the ticket bounce screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'Permission'} = 'bounce';
Defines if a ticket lock is required in the ticket bounce screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} = '1';
Defines the default next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} = 'closed successful';
Defines the next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateType'} = [
'open',
'closed'
];
Defines the default ticket bounced notification for customer/sender in the ticket bounce screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::BounceText'} = 'Your email with ticket number "<OTRS_TICKET>" is bounced to "<OTRS_BOUNCE_TO>". Contact this address for further information.';
Ticket → Frontend::Agent::Ticket::ViewBulk
Automatically lock and set owner to current Agent after selecting for an Bulk Action.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'RequiredLock'} = '1';
Sets the ticket type in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'TicketType'} = '1';
Sets the ticket owner in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Owner'} = '1';
Sets the responsible agent of the ticket in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Responsible'} = '1';
Sets the state of a ticket in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'State'} = '1';
Defines the next state of a ticket after adding a note, in the ticket bulk screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket bulk screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'StateDefault'} = 'open';
Shows the ticket priority options in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Priority'} = '1';
Defines the default ticket priority in the ticket bulk screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'PriorityDefault'} = '3 normal';
Defines the default type of the note in the ticket bulk screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the different note types that will be used in the system.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
Ticket → Frontend::Agent::Ticket::ViewClose
Required permissions to use the close ticket screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Permission'} = 'close';
Defines if a ticket lock is required in the close ticket screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RequiredLock'} = '1';
Sets the ticket type in the close ticket screen of the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'TicketType'} = '0';
Sets the service in the close ticket screen of the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket close screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Queue'} = '0';
Sets the ticket owner in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Responsible'} = '0';
Sets the state of a ticket in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'State'} = '1';
Defines the next state of a ticket after adding a note, in the close ticket screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'StateType'} = [
'closed'
];
Defines the default next state of a ticket after adding a note, in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'StateDefault'} = 'closed successful';
Allows adding notes in the close ticket screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Subject'} = '';
Sets the default body text for notes added in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the close ticket screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'InformAgent'} = '0';
Defines the default type of the note in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the close ticket screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Priority'} = '0';
Defines the default ticket priority in the close ticket screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the close ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Title'} = '0';
Defines the history type for the close ticket screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the close ticket screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'HistoryComment'} = '%%Close';
Dynamic fields shown in the ticket close screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewCompose
Required permissions to use the ticket compose screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'Permission'} = 'compose';
Defines if a ticket lock is required in the ticket compose screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'RequiredLock'} = '1';
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open';
Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateType'} = [
'open',
'closed',
'pending auto',
'pending reminder'
];
Specifies the different article types that will be used in the system.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'ArticleTypes'} = [
'email-external',
'email-internal'
];
Specifies the default article type for the ticket compose screen in the agent interface if the article type cannot be automatically detected.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'DefaultArticleType'} = 'email-external';
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).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ResponseFormat'} = '[% Data.Salutation | html %]
[% Data.StdResponse | html %]
[% Data.Signature | html %]
[% Data.Created | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:
[% Data.Body | html %]
';
Defines the used character for plaintext email quotes in the ticket compose screen of the agent interface. If this is empty or inactive, original emails will not be quoted but appended to the response.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Quote'} = '>';
Defines the maximum number of quoted lines to be added to responses.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ResponseQuoteMaxLines'} = '99';
Adds customers email addresses to recipients in the ticket compose screen of the agent interface. The customers email address won't be added if the article type is email-internal.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ComposeAddCustomerAddress'} = '1';
Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ComposeReplaceSenderAddress'} = '0';
Uses Cc recipients in reply Cc list on compose an email answer in the ticket compose screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ComposeExcludeCcRecipients'} = '0';
Dynamic fields shown in the ticket compose screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'DynamicField'} = {};
Ticket → Frontend::Agent::Ticket::ViewCustomer
Required permissions to change the customer of a ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCustomer'}->{'Permission'} = 'customer';
Defines if a ticket lock is required to change the customer of a ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCustomer'}->{'RequiredLock'} = '0';
Controls if CustomerID is read-only in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly'} = '1';
Ticket → Frontend::Agent::Ticket::ViewEmailNew
Sets the default priority for new email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Priority'} = '3 normal';
Sets the default article type for new email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'ArticleType'} = 'email-external';
Sets the default sender type for new email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'SenderType'} = 'agent';
Controls if CustomerID is read-only in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail::CustomerIDReadOnly'} = '1';
Sets the default subject for new email tickets (e.g. 'email Outbound') in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Subject'} = '';
Sets the default text for new email tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Body'} = '';
Sets the default next ticket state, after the creation of an email ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open';
Determines the next possible ticket states, after the creation of a new email ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
Defines the history type for the email ticket screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'HistoryType'} = 'EmailAgent';
Defines the history comment for the email ticket screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'HistoryComment'} = '';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'SLAMandatory'} = '0';
Dynamic fields shown in the ticket email screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'RichTextHeight'} = '320';
Ticket → Frontend::Agent::Ticket::ViewEmailOutbound
Required permissions to use the email outbound screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'Permission'} = 'compose';
Defines if a ticket lock is required in the email outbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'RequiredLock'} = '1';
Defines the default next state of a ticket after the message has been sent, in the email outbound screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'StateDefault'} = 'open';
Defines the next possible states after sending a message in the email outbound screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
Defines the default type of the message in the email outbound screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'ArticleTypeDefault'} = 'email-internal';
Specifies the different article types that will be used in the system.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'ArticleTypes'} = [
'email-external',
'email-internal'
];
Dynamic fields shown in the email outbound screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEmailOutbound'}->{'RichTextHeight'} = '300';
Ticket → Frontend::Agent::Ticket::ViewEscalation
Defines the required permission to show a ticket in the escalation view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}->{'TicketPermission'} = 'rw';
Shows all open tickets (even if they are locked) in the escalation view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}->{'ViewableTicketsPage'} = '50';
Defines the default ticket attribute for ticket sorting in the escalation view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}->{'SortBy::Default'} = 'EscalationTime';
Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}->{'Order::Default'} = 'Up';
Columns that can be filtered in the escalation view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewForward
Required permissions to use the ticket forward screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'Permission'} = 'forward';
Defines if a ticket lock is required in the ticket forward screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RequiredLock'} = '1';
Defines the default next state of a ticket after being forwarded, in the ticket forward screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'StateDefault'} = 'closed successful';
Defines the next possible states after forwarding a ticket in the ticket forward screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
Defines the default type of forwarded message in the ticket forward screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'ArticleTypeDefault'} = 'email-external';
Specifies the different article types that will be used in the system.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'ArticleTypes'} = [
'email-external',
'email-internal'
];
Dynamic fields shown in the ticket forward screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewFreeText
Required permissions to use the ticket free text screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Permission'} = 'rw';
Defines if a ticket lock is required in the ticket free text screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RequiredLock'} = '0';
Sets the ticket type in the ticket free text screen of the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'TicketType'} = '1';
Sets the service in the ticket free text screen of the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Service'} = '1';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket free text screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Queue'} = '0';
Sets the ticket owner in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Responsible'} = '0';
Sets the state of a ticket in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'State'} = '0';
Defines the next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'StateDefault'} = 'open';
Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Note'} = '0';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'NoteMandatory'} = '0';
Defines the default subject of a note in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Subject'} = '';
Defines the default body of a note in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket free text screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket free text screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Priority'} = '0';
Defines the default ticket priority in the ticket free text screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'PriorityDefault'} = '3 normal';
Shows the title field in the ticket free text screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Title'} = '1';
Defines the history type for the ticket free text screen action, which gets used for ticket history.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket free text screen action, which gets used for ticket history.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'HistoryComment'} = '%%FreeText';
Dynamic fields shown in the ticket free text screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewHistory
Shows the ticket history (reverse ordered) in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::HistoryOrder'} = 'normal';
Controls how to display the ticket history entries as readable values.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::HistoryTypes'}->{'000-Framework'} = {
'AddNote' => 'Added note (%s)',
'ArchiveFlagUpdate' => 'Archive state changed: "%s"',
'Bounce' => 'Bounced to "%s".',
'CustomerUpdate' => 'Updated: %s',
'EmailAgent' => 'Email sent to customer.',
'EmailCustomer' => 'Added email. %s',
'EscalationResponseTimeNotifyBefore' => 'Escalation response time forewarned',
'EscalationResponseTimeStart' => 'Escalation response time in effect',
'EscalationResponseTimeStop' => 'Escalation response time finished',
'EscalationSolutionTimeNotifyBefore' => 'Escalation solution time forewarned',
'EscalationSolutionTimeStart' => 'Escalation solution time in effect',
'EscalationSolutionTimeStop' => 'Escalation solution time finished',
'EscalationUpdateTimeNotifyBefore' => 'Escalation update time forewarned',
'EscalationUpdateTimeStart' => 'Escalation update time in effect',
'EscalationUpdateTimeStop' => 'Escalation update time finished',
'FollowUp' => 'FollowUp for [%s]. %s',
'Forward' => 'Forwarded to "%s".',
'Lock' => 'Locked ticket.',
'LoopProtection' => 'Loop-Protection! No auto-response sent to "%s".',
'Misc' => '%s',
'Move' => 'Ticket moved into Queue "%s" (%s) from Queue "%s" (%s).',
'NewTicket' => 'New Ticket [%s] created (Q=%s;P=%s;S=%s).',
'OwnerUpdate' => 'New owner is "%s" (ID=%s).',
'PhoneCallAgent' => 'Agent called customer.',
'PhoneCallCustomer' => 'Customer called us.',
'PriorityUpdate' => 'Changed priority from "%s" (%s) to "%s" (%s).',
'Remove' => '%s',
'ResponsibleUpdate' => 'New responsible is "%s" (ID=%s).',
'SLAUpdate' => 'Updated SLA to %s (ID=%s).',
'SendAgentNotification' => '"%s" notification was sent to "%s" by "%s".',
'SendAnswer' => 'Email sent to "%s".',
'SendAutoFollowUp' => 'AutoFollowUp sent to "%s".',
'SendAutoReject' => 'AutoReject sent to "%s".',
'SendAutoReply' => 'AutoReply sent to "%s".',
'SendCustomerNotification' => 'Notification sent to "%s".',
'ServiceUpdate' => 'Updated Service to %s (ID=%s).',
'SetPendingTime' => 'Updated: %s',
'StateUpdate' => 'Old: "%s" New: "%s"',
'Subscribe' => 'Added subscription for user "%s".',
'SystemRequest' => 'System Request (%s).',
'TicketDynamicFieldUpdate' => 'Updated: %s=%s;%s=%s;%s=%s;',
'TicketLinkAdd' => 'Added link to ticket "%s".',
'TicketLinkDelete' => 'Deleted link to ticket "%s".',
'TimeAccounting' => '%s time unit(s) accounted. Now total %s time unit(s).',
'TitleUpdate' => 'Title updated: Old: "%s", New: "%s"',
'TypeUpdate' => 'Updated Type to %s (ID=%s).',
'Unlock' => 'Unlocked ticket.',
'Unsubscribe' => 'Removed subscription for user "%s".',
'WebRequestCustomer' => 'Customer request via web.'
};
Ticket → Frontend::Agent::Ticket::ViewLocked
Defines the default ticket attribute for ticket sorting in the locked ticket view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketLockedView'}->{'SortBy::Default'} = 'Age';
Defines the default ticket order in the ticket locked view of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketLockedView'}->{'Order::Default'} = 'Up';
Columns that can be filtered in the locked view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketLockedView'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewMerge
Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'Permission'} = 'rw';
Defines if a ticket lock is required in the ticket merge screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RequiredLock'} = '1';
When tickets are merged, the customer can be informed per email by setting the check box "Inform Sender". In this text area, you can define a pre-formatted text which can later be modified by the agents.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MergeText'} = 'Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".';
When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the subject of this note (this subject cannot be changed by the agent).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AutomaticMergeSubject'} = 'Ticket Merged';
When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the body of this note (this text cannot be changed by the agent).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AutomaticMergeText'} = 'Merged Ticket <OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>.';
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewMove
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MoveType'} = 'form';
Automatically lock and set owner to current Agent after opening the move ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'RequiredLock'} = '1';
Allows to set a new ticket state in the move ticket screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'State'} = '1';
Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'StateType'} = [
'open',
'closed'
];
Shows the ticket priority options in the move ticket screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Priority'} = '0';
Allows adding notes in the ticket free text screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Note'} = '0';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'NoteMandatory'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'NextScreen'} = 'TicketZoom';
Sets the default subject for notes added in the ticket move screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket move screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Body'} = '';
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'RichTextHeight'} = '100';
Dynamic fields shown in the ticket move screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'DynamicField'} = {};
Ticket → Frontend::Agent::Ticket::ViewNote
Required permissions to use the ticket note screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Permission'} = 'note';
Defines if a ticket lock is required in the ticket note screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RequiredLock'} = '0';
Sets the ticket type in the ticket note screen of the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'TicketType'} = '0';
Sets the service in the ticket note screen of the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Queue'} = '0';
Sets the ticket owner in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Responsible'} = '0';
Sets the state of a ticket in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'State'} = '0';
Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'StateDefault'} = 'open';
Allows adding notes in the ticket note screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket note screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Priority'} = '0';
Defines the default ticket priority in the ticket note screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the ticket note screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Title'} = '0';
Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'HistoryComment'} = '%%Note';
Dynamic fields shown in the ticket note screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewOwner
Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Permission'} = 'owner';
Defines if a ticket lock is required in the ticket owner screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RequiredLock'} = '0';
Sets the ticket type in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'TicketType'} = '0';
Sets the service in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Queue'} = '0';
Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Owner'} = '1';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'OwnerMandatory'} = '1';
Sets the responsible agent of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Responsible'} = '0';
Sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'State'} = '0';
Defines the next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'StateType'} = [
'open',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'StateDefault'} = 'open';
Allows adding notes in the ticket owner screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket owner screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Priority'} = '0';
Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the ticket owner screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Title'} = '0';
Defines the history type for the ticket owner screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket owner screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'HistoryComment'} = '%%Owner';
Dynamic fields shown in the ticket owner screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewPending
Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Permission'} = 'pending';
Defines if a ticket lock is required in the ticket pending screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RequiredLock'} = '1';
Sets the ticket type in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'TicketType'} = '0';
Sets the service in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Queue'} = '0';
Sets the ticket owner in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Responsible'} = '0';
Sets the state of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'State'} = '1';
Defines the next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'StateType'} = [
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'StateDefault'} = 'pending reminder';
Allows adding notes in the ticket pending screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket pending screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket pending screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Priority'} = '0';
Defines the default ticket priority in the ticket pending screen of a zoomed ticket in the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the ticket pending screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Title'} = '0';
Defines the history type for the ticket pending screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket pending screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'HistoryComment'} = '%%Pending';
Dynamic fields shown in the ticket pending screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewPhoneInbound
Required permissions to use the ticket phone inbound screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Permission'} = 'phone';
Defines if a ticket lock is required in the ticket phone inbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'RequiredLock'} = '0';
Defines the default type of the note in the ticket phone inbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'ArticleType'} = 'phone';
Defines the default sender type for phone tickets in the ticket phone inbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'SenderType'} = 'customer';
Defines the default subject for phone tickets in the ticket phone inbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Subject'} = '';
Defines the default note body text for phone tickets in the ticket phone inbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Body'} = '';
Defines the default ticket next state after adding a phone note in the ticket phone inbound screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open';
Next possible ticket states after adding a phone note in the ticket phone inbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
Defines the history type for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'HistoryType'} = 'PhoneCallCustomer';
Defines the history comment for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'HistoryComment'} = '';
Dynamic fields shown in the ticket phone inbound screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'RichTextWidth'} = '475';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'RichTextHeight'} = '200';
Ticket → Frontend::Agent::Ticket::ViewPhoneNew
Sets the default priority for new phone tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Priority'} = '3 normal';
Sets the default article type for new phone tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'ArticleType'} = 'phone';
Sets the default sender type for new phone ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SenderType'} = 'customer';
Controls if CustomerID is read-only in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly'} = '1';
Controls if more than one from entry can be set in the new phone ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone::AllowMultipleFrom'} = '1';
Sets the default subject for new phone tickets (e.g. 'Phone call') in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Subject'} = '';
Sets the default note text for new telephone tickets. E.g 'New ticket via call' in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Body'} = '';
Sets the default next state for new phone tickets in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open';
Determines the next possible ticket states, after the creation of a new phone ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
Defines the history type for the phone ticket screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'HistoryType'} = 'PhoneCallCustomer';
Defines the history comment for the phone ticket screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'HistoryComment'} = '';
Sets the default link type of splitted tickets in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SplitLinkType'} = {
'Direction' => 'Target',
'LinkType' => 'ParentChild'
};
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SLAMandatory'} = '0';
Dynamic fields shown in the ticket phone screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'RichTextHeight'} = '320';
Ticket → Frontend::Agent::Ticket::ViewPhoneOutbound
Required permissions to use the ticket phone outbound screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Permission'} = 'phone';
Defines if a ticket lock is required in the ticket phone outbound screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RequiredLock'} = '1';
Defines the default type of the note in the ticket phone outbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'ArticleType'} = 'phone';
Defines the default sender type for phone tickets in the ticket phone outbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'SenderType'} = 'agent';
Defines the default subject for phone tickets in the ticket phone outbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Subject'} = '';
Defines the default note body text for phone tickets in the ticket phone outbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Body'} = '';
Defines the default ticket next state after adding a phone note in the ticket phone outbound screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'closed successful';
Next possible ticket states after adding a phone note in the ticket phone outbound screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
Defines the history type for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'HistoryType'} = 'PhoneCallAgent';
Defines the history comment for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'HistoryComment'} = '';
Dynamic fields shown in the ticket phone outbound screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RichTextWidth'} = '475';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RichTextHeight'} = '200';
Ticket → Frontend::Agent::Ticket::ViewPriority
Required permissions to use the ticket priority screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Permission'} = 'priority';
Defines if a ticket lock is required in the ticket priority screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RequiredLock'} = '1';
Sets the ticket type in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'TicketType'} = '0';
Sets the service in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Queue'} = '0';
Sets the ticket owner in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Responsible'} = '0';
Sets the state of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'State'} = '0';
Defines the next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'StateType'} = [
'open',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'StateDefault'} = 'open';
Allows adding notes in the ticket priority screen of a zoomed ticket in the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket priority screen of a zoomed ticket in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Priority'} = '1';
Defines the default ticket priority in the ticket priority screen of a zoomed ticket in the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the ticket priority screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Title'} = '0';
Defines the history type for the ticket priority screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket priority screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'HistoryComment'} = '%%Priority';
Dynamic fields shown in the ticket priority screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RichTextHeight'} = '100';
Ticket → Frontend::Agent::Ticket::ViewQueue
Strips empty lines on the ticket preview in the queue view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'StripEmptyLines'} = '0';
Shows all both ro and rw queues in the queue view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'ViewAllPossibleTickets'} = '0';
Show queues even when only locked tickets are in.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'HideEmptyQueues'} = '0';
Sets the age in minutes (first level) for highlighting queues that contain untouched tickets.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'HighlightAge1'} = '1440';
Sets the age in minutes (second level) for highlighting queues that contain untouched tickets.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'HighlightAge2'} = '2880';
Activates a blinking mechanism of the queue that contains the oldest ticket.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'Blink'} = '1';
Include tickets of subqueues per default when selecting a queue.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'UseSubQueues'} = '0';
Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the queue view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0 or 1 for value.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'QueueSort'} = {
'3' => '0',
'7' => '1'
};
Defines the default sort criteria for all queues displayed in the queue view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'SortBy::Default'} = 'Age';
Defines if a pre-sorting by priority should be done in the queue view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'PreSort::ByPriority'} = '1';
Defines the default sort order for all queues in the queue view, after priority sort.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'Order::Default'} = 'Up';
Columns that can be filtered in the queue view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewResponsible
Defines the default ticket attribute for ticket sorting in the responsible view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsibleView'}->{'SortBy::Default'} = 'Age';
Defines the default ticket order in the responsible view of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsibleView'}->{'Order::Default'} = 'Up';
Required permissions to use the ticket responsible screen in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Permission'} = 'responsible';
Defines if a ticket lock is required in the ticket responsible screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'RequiredLock'} = '0';
Sets the ticket type in the ticket responsible screen of the agent interface (Ticket::Type needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'TicketType'} = '0';
Sets the service in the ticket responsible screen of the agent interface (Ticket::Service needs to be activated).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Service'} = '0';
Sets if service must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'SLAMandatory'} = '0';
Sets the queue in the ticket responsible screen of a zoomed ticket in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Queue'} = '0';
Sets the ticket owner in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Owner'} = '0';
Sets if ticket owner must be selected by the agent.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'OwnerMandatory'} = '0';
Sets the responsible agent of the ticket in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Responsible'} = '1';
Sets the state of a ticket in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'State'} = '0';
Defines the next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'StateType'} = [
'open',
'pending reminder',
'pending auto'
];
Defines the default next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'StateDefault'} = 'open';
Allows adding notes in the ticket responsible screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Note'} = '1';
Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'NoteMandatory'} = '1';
Sets the default subject for notes added in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Subject'} = '';
Sets the default body text for notes added in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Body'} = '';
Shows a list of all the involved agents on this ticket, in the ticket responsible screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'InvolvedAgent'} = '0';
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.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'InformAgent'} = '0';
Defines the default type of the note in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'ArticleTypeDefault'} = 'note-internal';
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
Shows the ticket priority options in the ticket responsible screen of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Priority'} = '0';
Defines the default ticket priority in the ticket responsible screen of the agent interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'PriorityDefault'} = '3 normal';
Shows the title fields in the ticket responsible screen of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Title'} = '1';
Defines the history type for the ticket responsible screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'HistoryType'} = 'AddNote';
Defines the history comment for the ticket responsible screen action, which gets used for ticket history in the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'HistoryComment'} = '%%Responsible';
Dynamic fields shown in the ticket responsible screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'DynamicField'} = {};
Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'RichTextWidth'} = '620';
Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'RichTextHeight'} = '100';
Columns that can be filtered in the responsible view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketResponsibleView'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewSearch
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*)".
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'ExtendedSearchCondition'} = '1';
Maximum number of tickets to be displayed in the result of a search in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchLimit'} = '2000';
Number of tickets to be displayed in each page of a search result in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchPageShown'} = '40';
Number of lines (per ticket) that are shown by the search utility in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchViewableTicketLines'} = '10';
Defines the default ticket attribute for ticket sorting of the ticket search result of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SortBy::Default'} = 'Age';
Defines the default ticket order in the ticket search result of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Order::Default'} = 'Down';
Exports the whole article tree in search result (it can affect the system performance).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchArticleCSVTree'} = '0';
Data used to export the search result in CSV format.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchCSVData'} = [
'TicketNumber',
'Age',
'Created',
'Closed',
'FirstLock',
'FirstResponse',
'State',
'Priority',
'Queue',
'Lock',
'Owner',
'UserFirstname',
'UserLastname',
'CustomerID',
'CustomerName',
'From',
'Subject',
'AccountedTime',
'ArticleTree',
'SolutionInMin',
'SolutionDiffInMin',
'FirstResponseInMin',
'FirstResponseDiffInMin'
];
Includes article create times in the ticket search of the agent interface.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'ArticleCreateTime'} = '0';
Defines the default shown ticket search attribute for ticket search screen.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Fulltext'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketNumber'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Title'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'From'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'To'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Cc'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Subject'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Body'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'CustomerID'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'CustomerUserLogin'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'StateIDs'} = [];
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'QueueIDs'} = [];
Default data to use on attribute for ticket search screen. Example: "TicketCreateTimePointFormat=year;TicketCreateTimePointStart=Last;TicketCreateTimePoint=2;".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketCreateTimePoint'} = '';
Default data to use on attribute for ticket search screen. Example: "TicketCreateTimeStartYear=2010;TicketCreateTimeStartMonth=10;TicketCreateTimeStartDay=4;TicketCreateTimeStopYear=2010;TicketCreateTimeStopMonth=11;TicketCreateTimeStopDay=3;".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketCreateTimeSlot'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketChangeTimePoint'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketChangeTimeSlot'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketCloseTimePoint'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketCloseTimeSlot'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketEscalationTimePoint'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'TicketEscalationTimeSlot'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'ArticleCreateTimePoint'} = '';
Defines the default shown ticket search attribute for ticket search screen.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'ArticleCreateTimeSlot'} = '';
Defines the default shown ticket search attribute for ticket search screen (AllTickets/ArchivedTickets/NotArchivedTickets).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'SearchInArchive'} = '';
Dynamic fields shown in the ticket search screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and shown by default.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'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';.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'DynamicField'} = {};
Dynamic Fields used to export the search result in CSV format.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchCSVDynamicField'} = {};
Columns that can be filtered in the ticket search result view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewService
Strips empty lines on the ticket preview in the service view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'StripEmptyLines'} = '0';
Shows all both ro and rw tickets in the service view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'ViewAllPossibleTickets'} = '0';
Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the service view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the ServiceID for the key and 0 or 1 for value.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'ServiceSort'} = {
'3' => '0',
'7' => '1'
};
Defines the default sort criteria for all services displayed in the service view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'SortBy::Default'} = 'Age';
Defines if a pre-sorting by priority should be done in the service view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'PreSort::ByPriority'} = '1';
Defines the default sort order for all services in the service view, after priority sort.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'Order::Default'} = 'Up';
Columns that can be filtered in the service view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketService'}->{'DefaultColumns'} = {
'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',
'Service' => '2',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewStatus
Shows all open tickets (even if they are locked) in the status view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketStatusView'}->{'ViewableTicketsPage'} = '50';
Defines the default ticket attribute for ticket sorting in the status view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketStatusView'}->{'SortBy::Default'} = 'Age';
Defines the default ticket order (after priority sort) in the status view of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketStatusView'}->{'Order::Default'} = 'Down';
Columns that can be filtered in the status view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketStatusView'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewWatch
Defines the default ticket attribute for ticket sorting in the watch view of the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketWatchView'}->{'SortBy::Default'} = 'Age';
Defines the default ticket order in the watch view of the agent interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketWatchView'}->{'Order::Default'} = 'Up';
Columns that can be filtered in the watch view of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketWatchView'}->{'DefaultColumns'} = {
'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',
'Service' => '1',
'State' => '2',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
};
Ticket → Frontend::Agent::Ticket::ViewZoom
Shows a link to see a zoomed email ticket in plain text.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::PlainView'} = '0';
Shows all the articles of the ticket (expanded) in the zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomExpand'} = '0';
Shows the articles sorted normally or in reverse, under ticket zoom in the agent interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomExpandSort'} = 'reverse';
Shows a count of icons in the ticket zoom, if the article has attachments.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ZoomAttachmentDisplayCount'} = '20';
Displays the accounted time for an article in the ticket zoom view.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::ZoomTimeDisplay'} = '0';
Shows colors for different article types in the article table.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::UseArticleColors'} = '1';
Activates the article filter in the zoom view to specify which articles should be shown.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::TicketArticleFilter'} = '0';
Set the default height (in pixels) of inline HTML articles in AgentTicketZoom.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::HTMLArticleHeightDefault'} = '100';
Set the maximum height (in pixels) of inline HTML articles in AgentTicketZoom.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::HTMLArticleHeightMax'} = '2500';
The maximal number of articles expanded on a single page in AgentTicketZoom.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MaxArticlesZoomExpand'} = '400';
The maximal number of articles shown on a single page in AgentTicketZoom.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::MaxArticlesPerPage'} = '1000';
Show article as rich text even if rich text writing is disabled.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomRichTextForce'} = '1';
Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'DynamicField'} = {};
Whether or not to collect meta information from articles using filters configured in Ticket::Frontend::ZoomCollectMetaFilters.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomCollectMeta'} = '0';
Defines a filter to collect CVE numbers from article texts in AgentTicketZoom. The results will be displayed in a meta box next to the article. Fill in URLPreview if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus won't work with the preview mode.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomCollectMetaFilters'}->{'CVE-Mitre'} = {
'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,})'
]
};
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.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::ZoomCollectMetaFilters'}->{'CVE-Google'} = {
'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::Agent::TicketOverview
Allows having a small format ticket overview (CustomerInfo => 1 - shows also the customer information).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview'}->{'Small'} = {
'CustomerInfo' => '1',
'Module' => 'Kernel::Output::HTML::TicketOverview::Small',
'ModulePriority' => '100',
'Name' => 'Small',
'NameShort' => 'S'
};
Shows either the last customer article's subject or the ticket title in the small format overview.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::OverviewSmall'}->{'ColumnHeader'} = 'LastCustomerSubject';
Allows having a medium format ticket overview (CustomerInfo => 1 - shows also the customer information).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview'}->{'Medium'} = {
'CustomerInfo' => '0',
'Module' => 'Kernel::Output::HTML::TicketOverview::Medium',
'ModulePriority' => '200',
'Name' => 'Medium',
'NameShort' => 'M',
'OverviewMenuModules' => '1',
'TicketActionsPerTicket' => '1'
};
Shows a preview of the ticket overview (CustomerInfo => 1 - shows also Customer-Info, CustomerInfoMaxSize max. size in characters of Customer-Info).
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview'}->{'Preview'} = {
'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'
};
Defines which article sender types should be shown in the preview of a ticket.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview::PreviewArticleSenderTypes'} = {
'agent' => '1',
'customer' => '1',
'system' => '1'
};
Sets the count of articles visible in preview mode of ticket overviews.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview::PreviewArticleLimit'} = '5';
Defines wich article type should be expanded when entering the overview. If nothing defined, latest article will be expanded.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::Overview::PreviewArticleTypeExpanded'} = '';
Dynamic fields shown in the ticket small format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::OverviewSmall'}->{'DynamicField'} = {};
Dynamic fields shown in the ticket medium format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::OverviewMedium'}->{'DynamicField'} = {};
Dynamic fields shown in the ticket preview format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::OverviewPreview'}->{'DynamicField'} = {};
Ticket → Frontend::Agent::ToolBarModule
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".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'1-Ticket::AgentTicketQueue'} = {
'AccessKey' => 'q',
'Action' => 'AgentTicketQueue',
'CssClass' => 'QueueView',
'Icon' => 'fa fa-folder',
'Link' => 'Action=AgentTicketQueue',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'Queue view',
'Priority' => '1010010'
};
Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'2-Ticket::AgentTicketStatus'} = {
'AccessKey' => 'S',
'Action' => 'AgentTicketStatusView',
'CssClass' => 'StatusView',
'Icon' => 'fa fa-list-ol',
'Link' => 'Action=AgentTicketStatusView',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'Status view',
'Priority' => '1010020'
};
Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'3-Ticket::AgentTicketEscalation'} = {
'AccessKey' => 'w',
'Action' => 'AgentTicketEscalationView',
'CssClass' => 'EscalationView',
'Icon' => 'fa fa-exclamation',
'Link' => 'Action=AgentTicketEscalationView',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'Escalation view',
'Priority' => '1010030'
};
Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'4-Ticket::AgentTicketPhone'} = {
'AccessKey' => '',
'Action' => 'AgentTicketPhone',
'CssClass' => 'PhoneTicket',
'Icon' => 'fa fa-phone',
'Link' => 'Action=AgentTicketPhone',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'New phone ticket',
'Priority' => '1020010'
};
Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'5-Ticket::AgentTicketEmail'} = {
'AccessKey' => '',
'Action' => 'AgentTicketEmail',
'CssClass' => 'EmailTicket',
'Icon' => 'fa fa-envelope',
'Link' => 'Action=AgentTicketEmail',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'New email ticket',
'Priority' => '1020020'
};
Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'6-Ticket::AgentTicketProcess'} = {
'AccessKey' => '',
'Action' => 'AgentTicketProcess',
'CssClass' => 'ProcessTicket',
'Icon' => 'fa fa-th-large',
'Link' => 'Action=AgentTicketProcess',
'Module' => 'Kernel::Output::HTML::ToolBar::Link',
'Name' => 'New process ticket',
'Priority' => '1020030'
};
Agent interface notification module to see the number of tickets an agent is responsible for. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'7-Ticket::TicketResponsible'} = {
'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'
};
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".
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'8-Ticket::TicketWatcher'} = {
'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'
};
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".
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'9-Ticket::TicketLocked'} = {
'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'
};
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".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'10-Ticket::AgentTicketService'} = {
'CssClass' => 'ServiceView',
'Icon' => 'fa fa-wrench',
'Module' => 'Kernel::Output::HTML::ToolBar::TicketService',
'Priority' => '1030035'
};
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".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'11-Ticket::TicketSearchProfile'} = {
'Block' => 'ToolBarSearchProfile',
'Description' => 'Search template',
'MaxWidth' => '40',
'Module' => 'Kernel::Output::HTML::ToolBar::TicketSearchProfile',
'Name' => 'Search template',
'Priority' => '1990010'
};
Agent interface module to access fulltext search via nav bar. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'12-Ticket::TicketSearchFulltext'} = {
'Block' => 'ToolBarSearchFulltext',
'CSS' => 'Core.Agent.Toolbar.FulltextSearch.css',
'Description' => 'Fulltext search',
'Module' => 'Kernel::Output::HTML::ToolBar::Generic',
'Name' => 'Fulltext search',
'Priority' => '1990020',
'Size' => '10'
};
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".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'13-CICSearchCustomerID'} = {
'Block' => 'ToolBarCICSearchCustomerID',
'CSS' => 'Core.Agent.Toolbar.CICSearch.css',
'Description' => 'CustomerID search',
'Module' => 'Kernel::Output::HTML::ToolBar::Generic',
'Name' => 'CustomerID search',
'Priority' => '1990030',
'Size' => '10'
};
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".
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::ToolBarModule'}->{'14-CICSearchCustomerUser'} = {
'Block' => 'ToolBarCICSearchCustomerUser',
'CSS' => 'Core.Agent.Toolbar.CICSearch.css',
'Description' => 'Customer user search',
'Module' => 'Kernel::Output::HTML::ToolBar::Generic',
'Name' => 'Customer user search',
'Priority' => '1990040',
'Size' => '10'
};
Ticket → Frontend::Customer
This option will deny the access to customer company tickets, which are not created by the customer user.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerDisableCompanyTicketAccess'} = '0';
Custom text for the page shown to customers that have no tickets yet (if you need those text translated add them to a custom translation module).
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverviewCustomEmptyText'} = {
'Button' => 'Create your first ticket',
'Text' => 'Please click the button below to create your first ticket.',
'Title' => 'Welcome!'
};
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.
Alapértelmezett érték:
$Self->{'Frontend::CustomerUser::Item'}->{'15-OpenTickets'} = {
'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)'
};
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.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::CustomerUser::Item'}->{'16-OpenTicketsForCustomerUserLogin'} = {
'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)'
};
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.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::CustomerUser::Item'}->{'17-ClosedTickets'} = {
'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)'
};
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.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Frontend::CustomerUser::Item'}->{'18-ClosedTicketsForCustomerUserLogin'} = {
'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)'
};
Defines the default used Frontend-Module if no Action parameter given in the url on the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerFrontend::CommonParam'}->{'Action'} = 'CustomerTicketOverview';
Default ticket ID used by the system in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerFrontend::CommonParam'}->{'TicketID'} = '';
Ticket → Frontend::Customer::ModuleMetaHead
Module to generate html OpenSearch profile for short ticket search in the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::HeaderMetaModule'}->{'2-TicketSearch'} = {
'Action' => 'CustomerTicketSearch',
'Module' => 'Kernel::Output::HTML::HeaderMeta::CustomerTicketSearch'
};
Ticket → Frontend::Customer::ModuleRegistration
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverview'} = {
'Description' => 'Overview of customer tickets.',
'NavBar' => [
{
'AccessKey' => 'm',
'Block' => '',
'Description' => 'Tickets.',
'Link' => 'Action=CustomerTicketOverview;Subaction=MyTickets',
'LinkOption' => '',
'Name' => 'Tickets',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => 'Menu'
},
{
'AccessKey' => '',
'Block' => '',
'Description' => 'My Tickets.',
'Link' => 'Action=CustomerTicketOverview;Subaction=MyTickets',
'LinkOption' => '',
'Name' => 'My Tickets',
'NavBar' => 'Ticket',
'Prio' => '110',
'Type' => 'Submenu'
},
{
'AccessKey' => 'M',
'Block' => '',
'Description' => 'Company Tickets.',
'Link' => 'Action=CustomerTicketOverview;Subaction=CompanyTickets',
'LinkOption' => '',
'Name' => 'Company Tickets',
'NavBar' => 'Ticket',
'Prio' => '120',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'Overview'
};
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketMessage'} = {
'Description' => 'Create tickets.',
'NavBar' => [
{
'AccessKey' => 'n',
'Block' => '',
'Description' => 'Create new Ticket.',
'Link' => 'Action=CustomerTicketMessage',
'LinkOption' => '',
'Name' => 'New Ticket',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'New Ticket'
};
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketZoom'} = {
'Description' => 'Ticket zoom view.',
'Loader' => {
'JavaScript' => [
'Core.Customer.TicketZoom.js',
'Core.UI.Popup.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Zoom'
};
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketPrint'} = {
'Description' => 'Customer Ticket Print Module.',
'NavBarName' => '',
'Title' => 'Print'
};
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketAttachment'} = {
'Description' => 'To download attachments.',
'NavBarName' => '',
'Title' => ''
};
Frontend module registration for the customer interface.
Alapértelmezett érték:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketSearch'} = {
'Description' => 'Customer ticket search.',
'NavBar' => [
{
'AccessKey' => 's',
'Block' => '',
'Description' => 'Search.',
'Link' => 'Action=CustomerTicketSearch',
'LinkOption' => '',
'Name' => 'Search',
'NavBar' => 'Ticket',
'Prio' => '300',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'Search'
};
Ticket → Frontend::Customer::Preferences
Defines all the parameters for the ShownTickets object in the customer preferences of the customer interface.
Alapértelmezett érték:
$Self->{'CustomerPreferencesGroups'}->{'ShownTickets'} = {
'Active' => '1',
'Column' => 'User Profile',
'Data' => {
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30'
},
'DataSelected' => '25',
'Desc' => 'Select how many tickets should be shown in overviews by default.',
'Key' => 'Tickets per page',
'Label' => 'Number of displayed tickets',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserShowTickets',
'Prio' => '4000'
};
Defines all the parameters for the RefreshTime object in the customer preferences of the customer interface.
Alapértelmezett érték:
$Self->{'CustomerPreferencesGroups'}->{'RefreshTime'} = {
'Active' => '1',
'Column' => 'User Profile',
'Data' => {
'0' => 'off',
'10' => '10 minutes',
'15' => '15 minutes',
'2' => ' 2 minutes',
'5' => ' 5 minutes',
'7' => ' 7 minutes'
},
'DataSelected' => '0',
'Desc' => 'Select after which period ticket overviews should refresh automatically.',
'Key' => 'Refresh interval',
'Label' => 'Ticket overview',
'Module' => 'Kernel::Output::HTML::Preferences::Generic',
'PrefKey' => 'UserRefreshTime',
'Prio' => '4000'
};
Ticket → Frontend::Customer::Ticket::ViewNew
Determines the next screen after new customer ticket in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview';
Allows customers to set the ticket priority in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1';
Defines the default priority of new customer tickets in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal';
Allows customers to set the ticket queue in the customer interface. If this is set to 'No', QueueDefault should be configured.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1';
Defines the default queue for new customer tickets in the customer interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'QueueDefault'} = 'Postmaster';
Allows customers to set the ticket type in the customer interface. If this is set to 'No', TicketTypeDefault should be configured.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketType'} = '1';
Defines the default ticket type for new customer tickets in the customer interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketTypeDefault'} = 'Unclassified';
Allows customers to set the ticket service in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1';
Allows customers to set the ticket SLA in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1';
Sets if service must be selected by the customer.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ServiceMandatory'} = '0';
Sets if SLA must be selected by the customer.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLAMandatory'} = '0';
Defines the default state of new customer tickets in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new';
Defines the default type for article in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest';
Sender type for new tickets from the customer inteface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer';
Defines the default history type in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer';
Comment for new history entries in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = '';
Defines the recipient target of the tickets ("Queue" shows all queues, "SystemAddress" shows only the queues which are assigned to system addresses) in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerPanelSelectionType'} = 'Queue';
Determines the strings that will be shown as recipient (To:) of the ticket in the customer interface. For Queue as CustomerPanelSelectionType, "<Queue>" shows the names of the queues, and for SystemAddress, "<Realname> <<Email>>" shows the name and email of the recipient.
Alapértelmezett érték:
$Self->{'CustomerPanelSelectionString'} = '<Queue>';
Determines which queues will be valid for ticket's recepients in the customer interface.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'CustomerPanelOwnSelection'} = {
'Junk' => 'First Queue',
'Misc' => 'Second Queue'
};
Module for To-selection in new ticket screen in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'CustomerPanel::NewTicketQueueSelectionModule'} = 'Kernel::Output::HTML::CustomerNewTicket::QueueSelectionGeneric';
Dynamic fields options shown in the ticket message screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required. NOTE. If you want to display these fields also in the ticket zoom of the customer interface, you have to enable them in CustomerTicketZoom###DynamicField.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {};
Ticket → Frontend::Customer::Ticket::ViewSearch
Maximum number of tickets to be displayed in the result of a search in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomerTicketSearch::SearchLimit'} = '5000';
Number of tickets to be displayed in each page of a search result in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomerTicketSearch::SearchPageShown'} = '40';
Defines the default ticket attribute for ticket sorting in a ticket search of the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomerTicketSearch::SortBy::Default'} = 'Age';
Defines the default ticket order of a search result in the customer interface. Up: oldest on top. Down: latest on top.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::CustomerTicketSearch::Order::Default'} = 'Down';
Allows extended search conditions in ticket search of the customer interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)".
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'ExtendedSearchCondition'} = '1';
If enabled, the customer can search for tickets in all services (regardless what services are assigned to the customer).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Customer::TicketSearch::AllServices'} = '0';
Exports the whole article tree in search result (it can affect the system performance).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'SearchArticleCSVTree'} = '0';
Data used to export the search result in CSV format.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'SearchCSVData'} = [
'TicketNumber',
'Age',
'Created',
'Closed',
'State',
'Priority',
'Lock',
'CustomerID',
'CustomerName',
'From',
'Subject'
];
Dynamic fields shown in the ticket search screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'DynamicField'} = {};
Dynamic fields shown in the ticket search overview results screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'SearchOverviewDynamicField'} = {};
Dynamic Fields used to export the search result in CSV format.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'SearchCSVDynamicField'} = {};
Ticket → Frontend::Customer::Ticket::ViewZoom
Determines the next screen after the follow-up screen of a zoomed ticket in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'NextScreenAfterFollowUp'} = 'CustomerTicketOverview';
Defines the default type of the note in the ticket zoom screen of the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'ArticleType'} = 'webrequest';
Defines the default sender type for tickets in the ticket zoom screen of the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'SenderType'} = 'customer';
Defines the history type for the ticket zoom action, which gets used for ticket history in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'HistoryType'} = 'FollowUp';
Defines the history comment for the ticket zoom action, which gets used for ticket history in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'HistoryComment'} = '';
Allows customers to change the ticket priority in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} = '1';
Defines the default priority of follow-up customer tickets in the ticket zoom screen in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'PriorityDefault'} = '3 normal';
Allows choosing the next compose state for customer tickets in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'State'} = '1';
Defines the default next state for a ticket after customer follow-up in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} = 'open';
Defines the next possible states for customer tickets in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateType'} = [
'open',
'closed'
];
Shows the activated ticket attributes in the customer interface (0 = Disabled and 1 = Enabled).
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'AttributesView'} = {
'Owner' => '0',
'Priority' => '1',
'Queue' => '1',
'Responsible' => '0',
'SLA' => '0',
'Service' => '0',
'State' => '1',
'Type' => '0'
};
Dynamic fields shown in the ticket zoom screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'DynamicField'} = {};
Dynamic fields options shown in the ticket reply section in the ticket zoom screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'FollowUpDynamicField'} = {};
Ticket → Frontend::Customer::TicketOverview
Controls if customers have the ability to sort their tickets.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverviewSortable'} = '';
Shows either the last customer article's subject or the ticket title in the small format overview.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'ColumnHeader'} = 'TicketTitle';
Show the current owner in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'Owner'} = '0';
Show the current queue in the customer interface.
Ez a beállítás nem kapcsolható ki.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'Queue'} = '0';
Dynamic fields shown in the ticket overview screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Alapértelmezett érték:
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'DynamicField'} = {};
Ticket → Frontend::Queue::Preferences
Parameters of the example queue attribute Comment2.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'QueuePreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the queue comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::QueuePreferences::Generic',
'PrefKey' => 'Comment2',
'Rows' => '5'
};
Ticket → Frontend::SLA::Preferences
Parameters of the example SLA attribute Comment2.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'SLAPreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the sla comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::SLAPreferences::Generic',
'PrefKey' => 'Comment2',
'Rows' => '5'
};
Ticket → Frontend::Service::Preferences
Parameters of the example service attribute Comment2.
Ez a beállítás alapértelmezetten nincs bekapcsolva.
Alapértelmezett érték:
$Self->{'ServicePreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the service comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::ServicePreferences::Generic',
'PrefKey' => 'Comment2',
'Rows' => '5'
};