Frontend → Agent → View → TicketNote

Ticket::Frontend::AgentTicketNote###Body

Sets the default body text for notes added in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- ''

Ticket::Frontend::AgentTicketNote###DynamicField

Dynamic fields shown in the ticket note screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketNote###FormDraft

Allows to save current work as draft in the ticket note screen of the agent interface.

Default value:

--- '1'

Ticket::Frontend::AgentTicketNote###HistoryComment

Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface.

Default value:

--- '%%Note'

Ticket::Frontend::AgentTicketNote###HistoryType

Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface.

Default value:

--- AddNote

Ticket::Frontend::AgentTicketNote###InformAgent

Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###InvolvedAgent

Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault

Defines if the note in the ticket note screen of the agent interface is visible for the customer by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###Note

Allows adding notes in the ticket note screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '1'

Ticket::Frontend::AgentTicketNote###NoteMandatory

Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '1'

Ticket::Frontend::AgentTicketNote###Owner

Sets the ticket owner in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###OwnerMandatory

Sets if ticket owner must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###Permission

Required permissions to use the ticket note screen in the agent interface.

This setting can not be deactivated.

Default value:

--- note

Ticket::Frontend::AgentTicketNote###Priority

Shows the ticket priority options in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###PriorityDefault

Defines the default ticket priority in the ticket note screen of the agent interface.

This setting is not active by default.

Default value:

--- 3 normal

Ticket::Frontend::AgentTicketNote###Queue

Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###RequiredLock

Defines if a ticket lock is required in the ticket note screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###Responsible

Sets the responsible agent of the ticket in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###RichTextHeight

Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '100'

Ticket::Frontend::AgentTicketNote###RichTextWidth

Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '620'

Ticket::Frontend::AgentTicketNote###SLAMandatory

Sets if SLA must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###Service

Sets the service in the ticket note screen of the agent interface (Ticket::Service needs to be enabled).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###ServiceMandatory

Sets if service must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###State

Sets the state of a ticket in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###StateDefault

Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface.

This setting is not active by default.

Default value:

--- open

Ticket::Frontend::AgentTicketNote###StateMandatory

Sets if state must be selected by the agent.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###StateType

Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- closed
- pending reminder
- pending auto

Ticket::Frontend::AgentTicketNote###Subject

Sets the default subject for notes added in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- ''

Ticket::Frontend::AgentTicketNote###TicketType

Sets the ticket type in the ticket note screen of the agent interface (Ticket::Type needs to be enabled).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Ticket::Frontend::AgentTicketNote###Title

Shows the title field in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0