Specifies if an agent should receive email notification of his own actions.

This setting can not be deactivated.

Default value:

--- 0

Sends customer notifications just to the mapped customer.

This setting can not be deactivated.

Default value:

--- 0

Define a mapping between variables of the customer user data (keys) and dynamic fields of a ticket (values). The purpose is to store customer user data in ticket dynamic fields. The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. They mustn't be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values. To use this mapping, you have to also activate the Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser setting.

This setting is not active by default.

Default value:

---
UserFirstname: CustomerFirstname

The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed.

Default value:

--- '1440'

List of default Standard Templates which are assigned automatically to new Queues upon creation.

This setting is not active by default.

Default value:

--- []

Defines the list of types for templates.

Default value:

---
Answer: Answer
Create: Create
Email: Email
Forward: Forward
Note: Note
PhoneCall: Phone call

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.

This setting can not be deactivated.

Default value:

--- 0

Controls if the ticket and article seen flags are removed when a ticket is archived.

This setting can not be deactivated.

Default value:

--- '1'

Removes the ticket watcher information when a ticket is archived.

This setting can not be deactivated.

Default value:

--- '1'

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.

This setting can not be deactivated.

Default value:

--- 0

Overloads (redefines) existing functions in Kernel::System::Ticket. Used to easily add customizations.

This setting is not active by default.

Default value:

--- Kernel::System::Ticket::Custom

Name of custom queue. The custom queue is a queue selection of your preferred queues and can be selected in the preferences settings.

This setting can not be deactivated.

Default value:

--- 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.

This setting can not be deactivated.

Default value:

--- My Services

Activates the ticket archive system search in the customer interface.

This setting can not be deactivated.

Default value:

--- 0

Defines how the From field from the emails (sent from answers and email tickets) should look like.

This setting can not be deactivated.

Default value:

--- SystemAddressName

Defines the separator between the agents real name and the given queue email address.

This setting can not be deactivated.

Default value:

--- via

Default display type for recipient (To,Cc) names in AgentTicketZoom and CustomerTicketZoom.

Default value:

--- Realname

Default display type for sender (From) names in AgentTicketZoom and CustomerTicketZoom.

Default value:

--- Realname

Set the limit of tickets that will be executed on a single genericagent job execution.

Default value:

--- '4000'

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*)".

This setting can not be deactivated.

Default value:

--- '1'

The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#.

This setting can not be deactivated.

Default value:

--- Ticket#

The divider between TicketHook and ticket number. E.g ': '.

This setting can not be deactivated.

Default value:

--- ''

Include unknown customers in ticket filter.

This setting can not be deactivated.

Default value:

--- 0

IndexAccelerator: to choose your backend TicketViewAccelerator module. "RuntimeDB" generates each queue view on the fly from ticket table (no performance problems up to approx. 60.000 tickets in total and 6.000 open tickets in the system). "StaticDB" is the most powerful module, it uses an extra ticket-index table that works like a view (recommended if more than 80.000 and 6.000 open tickets are stored in the system). Use the command "bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild" for initial index creation.

This setting can not be deactivated.

Default value:

--- Kernel::System::Ticket::IndexAccelerator::RuntimeDB

Automatically change the state of a ticket with an invalid owner once it is unlocked. Maps from a state type to a new ticket state.

Default value:

---
pending auto: open
pending reminder: open

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.

This setting can not be deactivated.

Default value:

--- []

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.

This setting can not be deactivated.

Default value:

--- 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).

This setting can not be deactivated.

Default value:

--- Kernel::System::Ticket::Number::DateChecksum

Checks the SystemID in ticket number detection for follow-ups. If not enabled, SystemID will be changed after using the system.

This setting can not be deactivated.

Default value:

--- '1'

Enables the minimal ticket counter size (if "Date" was selected as TicketNumberGenerator).

This setting can not be deactivated.

Default value:

--- 0

Sets the minimal ticket counter size if "AutoIncrement" was selected as TicketNumberGenerator. Default is 5, this means the counter starts from 10000.

This setting can not be deactivated.

Default value:

--- '5'

Determines the possible states for pending tickets that changed state after reaching time limit.

This setting can not be deactivated.

Default value:

---
- pending auto

Disables sending reminder notifications to the responsible agent of a ticket (Ticket::Responsible needs to be enabled).

This setting can not be deactivated.

Default value:

--- 0

Sends reminder notifications of unlocked ticket after reaching the reminder date (only sent to ticket owner).

This setting can not be deactivated.

Default value:

--- 0

Defines the state type of the reminder for pending tickets.

This setting can not be deactivated.

Default value:

---
- pending reminder

Enables ticket responsible feature, to keep track of a specific ticket.

Default value:

--- 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.

Default value:

--- '1'

Allows defining services and SLAs for tickets (e. g. email, desktop, network, ...), and escalation attributes for SLAs (if ticket service/SLA feature is enabled).

This setting can not be deactivated.

Default value:

--- 0

Allows default services to be selected also for non existing customers.

This setting can not be deactivated.

Default value:

--- 0

Retains all services in listings even if they are children of invalid elements.

This setting can not be deactivated.

Default value:

--- 0

Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached.

This setting can not be deactivated.

Default value:

---
pending auto close+: closed successful
pending auto close-: closed unsuccessful

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.

This setting can not be deactivated.

Default value:

--- Left

The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG.

This setting can not be deactivated.

Default value:

--- Fwd

The text at the beginning of the subject in an email reply, e.g. RE, AW, or AS.

This setting can not be deactivated.

Default value:

--- Re

Max size of the subjects in an email reply and in some overview screens.

This setting can not be deactivated.

Default value:

--- '100'

Enables ticket type feature.

This setting can not be deactivated.

Default value:

--- 0

Defines the default ticket type.

This setting can not be deactivated.

Default value:

--- Unclassified

Unlock tickets whenever a note is added and the owner is out of office.

This setting can not be deactivated.

Default value:

--- '1'

Defines the valid states for unlocked tickets. To unlock tickets the script "bin/otrs.Console.pl Maint::Ticket::UnlockTimeout" can be used.

This setting can not be deactivated.

Default value:

---
- new
- open

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.

This setting can not be deactivated.

Default value:

---
- '''unlock'''
- '''tmp_lock'''

Defines the default viewable sender types of a ticket (default: customer).

This setting can not be deactivated.

Default value:

---
- '''customer'''

Defines the valid state types for a ticket.

This setting can not be deactivated.

Default value:

---
- new
- open
- pending reminder
- pending auto

Enables or disables the ticket watcher feature, to keep track of tickets without being the owner nor the responsible.

This setting can not be deactivated.

Default value:

--- 0

Enables ticket watcher feature only for the listed groups.

This setting is not active by default.

Default value:

---
- admin
- users