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

Default value:

--- ''

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

Default value:

--- {}

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

Default value:

--- '1'

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

Default value:

--- '%%Responsible'

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

Default value:

--- AddNote

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

This setting can not be deactivated.

Default value:

--- 0

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

This setting can not be deactivated.

Default value:

--- 0

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

Default value:

--- 0

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

Default value:

--- '1'

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

Default value:

--- '1'

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

Default value:

--- 0

Sets if ticket owner must be selected by the agent.

Default value:

--- 0

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

This setting can not be deactivated.

Default value:

--- responsible

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

This setting can not be deactivated.

Default value:

--- 0

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

This setting is not active by default.

Default value:

--- 3 normal

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

Default value:

--- 0

Sets if queue must be selected by the agent.

Default value:

--- 0

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

Default value:

--- 0

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

Default value:

--- '1'

Sets if ticket responsible must be selected by the agent.

Default value:

--- '1'

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

Default value:

--- '100'

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

Default value:

--- '620'

Sets if SLA must be selected by the agent.

Default value:

--- 0

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

Default value:

--- 0

Sets if service must be selected by the agent.

Default value:

--- 0

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

Default value:

--- 0

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

Default value:

--- open

Sets if state must be selected by the agent.

Default value:

--- 0

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

This setting can not be deactivated.

Default value:

---
- open
- pending reminder
- pending auto

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

Default value:

--- ''

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

Default value:

--- 0

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

Default value:

--- '1'

Columns that can be filtered in the responsible view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.

Default value:

---
Age: '2'
Changed: '1'
Created: '1'
CustomerCompanyName: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'

Defines the default ticket order in the responsible view of the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

--- Up

Defines the default ticket attribute for ticket sorting in the responsible view of the agent interface.

This setting can not be deactivated.

Default value:

--- Age