CloudService

CloudServices::Disabled

Defines if the communication between this system and OTRS Group servers that provide cloud services is possible. If set to ‘Disable cloud services’, some functionality will be lost such as system registration, support data sending, use of OTRS Verify™, OTRS News and product News dashboard widgets, among others.

This setting is not active by default.

Default value:

0

CloudService → Admin → ModuleRegistration

CloudService::Admin::Module###200-SMS

Cloud service admin module registration for the transport layer.

Default value:

---
ConfigDialog: AdminCloudServiceSMS
Description: This will allow the system to send text messages via SMS.
Icon: fa fa-mobile
Name: SMS

Core

ConfigImportAllowed

Controls if the admin is allowed to import a saved system configuration in SysConfig.

This setting can not be deactivated.

Default value:

1

DemoSystem

Runs the system in “Demo” mode. If enabled, agents can change preferences, such as selection of language and theme via the agent web interface. These changes are only valid for the current session. It will not be possible for agents to change their passwords.

This setting can not be deactivated.

Default value:

0

FQDN

Defines the fully qualified domain name of the system. This setting is used as a variable, OTRS_CONFIG_FQDN which is found in all forms of messaging used by the application, to build links to the tickets within your system.

This setting can not be deactivated.

Default value:

yourhost.example.com

Organization

Company name which will be included in outgoing emails as an X-Header.

This setting can not be deactivated.

Default value:

Example Company

ProductName

Defines the name of the application, shown in the web interface, tabs and title bar of the web browser.

This setting can not be deactivated.

Default value:

OTRS 7

Secure::DisableBanner

If enabled, the OTRS version tag will be removed from the Webinterface, the HTTP headers and the X-Headers of outgoing mails. NOTE: If you change this option, please make sure to delete the cache.

This setting can not be deactivated.

Default value:

0

SystemID

Defines the system identifier. Every ticket number and http session string contains this ID. This ensures that only tickets which belong to your system will be processed as follow-ups (useful when communicating between two instances of OTRS).

This setting can not be deactivated.

Default value:

10

Core → AppointmentCalendar

AgentAppointmentEdit::Location::Link###1-GoogleMaps

Defines an icon with link to the google map page of the current location in appointment edit screen.

Default value:

---
CSSClass: GoogleMaps
IconName: fa-globe fa-lg
Target: _blank
Text: Location
URL: http://maps.google.com/maps?z=7&q=

AppointmentCalendar::CalendarColors

List of colors in hexadecimal RGB which will be available for selection during calendar creation. Make sure the colors are dark enough so white text can be overlayed on them.

Default value:

---
- '#000000'
- '#1E1E1E'
- '#3A3A3A'
- '#545453'
- '#6E6E6E'
- '#878687'
- '#888787'
- '#A09FA0'
- '#B8B8B8'
- '#D0D0D0'
- '#E8E8E8'
- '#FFFFFF'
- '#891100'
- '#894800'
- '#888501'
- '#458401'
- '#028401'
- '#018448'
- '#008688'
- '#004A88'
- '#001888'
- '#491A88'
- '#891E88'
- '#891648'
- '#FF2101'
- '#FF8802'
- '#FFFA03'
- '#83F902'
- '#05F802'
- '#03F987'
- '#00FDFF'
- '#008CFF'
- '#002EFF'
- '#8931FF'
- '#FF39FF'
- '#FF2987'
- '#FF726E'
- '#FFCE6E'
- '#FFFB6D'
- '#CEFA6E'
- '#68F96E'
- '#68FDFF'
- '#68FBD0'
- '#6ACFFF'
- '#6E76FF'
- '#D278FF'
- '#FF7AFF'
- '#FF7FD3'

AppointmentCalendar::CalendarLimitOverview

Maximum number of active calendars in overview screens. Please note that large number of active calendars can have a performance impact on your server by making too much simultaneous calls.

Default value:

10

AppointmentCalendar::Import::RecurringMonthsLimit

OTRS doesn’t support recurring Appointments without end date or number of iterations. During import process, it might happen that ICS file contains such Appointments. Instead, system creates all Appointments in the past, plus Appointments for the next N months (120 months/10 years by default).

This setting can not be deactivated.

Default value:

120

Core → AppointmentCalendar → Plugin

AppointmentCalendar::Plugin###0100-Ticket

Defines the ticket plugin for calendar appointments.

Default value:

---
Module: Kernel::System::Calendar::Plugin::Ticket
Name: Ticket
URL: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=%s

Core → AppointmentCalendar → TicketAppointments

AppointmentCalendar::TicketAppointmentSearchParam

Defines the list of params that can be passed to ticket search function.

Default value:

---
CustomerID: CustomerID
CustomerUserLogin: Customer user
Locks: Lock state
MIMEBase_AttachmentName: Attachment Name
MIMEBase_Body: Body
MIMEBase_Cc: Cc
MIMEBase_From: From
MIMEBase_Subject: Subject
MIMEBase_To: To
OwnerIDs: Owner
Priorities: Priority
ResponsibleIDs: Responsible
SLAs: SLA
Services: Service
StateType: State type
States: State
Title: Title
Types: Type

AppointmentCalendar::TicketAppointmentType###0100-FirstResponseTime

Defines the ticket appointment type backend for ticket escalation time.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate
Key: FirstResponseTime
Mark: E
Module: Kernel::System::Calendar::Ticket::EscalationTime
Name: First response time

AppointmentCalendar::TicketAppointmentType###0200-UpdateTime

Defines the ticket appointment type backend for ticket escalation time.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate
Key: UpdateTime
Mark: E
Module: Kernel::System::Calendar::Ticket::EscalationTime
Name: Update time

AppointmentCalendar::TicketAppointmentType###0300-SolutionTime

Defines the ticket appointment type backend for ticket escalation time.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate
Key: SolutionTime
Mark: E
Module: Kernel::System::Calendar::Ticket::EscalationTime
Name: Solution time

AppointmentCalendar::TicketAppointmentType###0400-PendingTime

Defines the ticket appointment type backend for ticket pending time.

Default value:

---
Event: TicketPendingTimeUpdate
Key: PendingTime
Mark: P
Module: Kernel::System::Calendar::Ticket::PendingTime
Name: Pending time

AppointmentCalendar::TicketAppointmentType###0500-DynamicField

Defines the ticket appointment type backend for ticket dynamic field date time.

Default value:

---
Event: TicketDynamicFieldUpdate_.*
Key: DynamicField_%s
Mark: D
Module: Kernel::System::Calendar::Ticket::DynamicField
Name: DynamicField_%s

Core → Auth → Agent → TwoFactor

AuthTwoFactorModule

Defines the two-factor module to authenticate agents.

This setting is not active by default.

Default value:

Kernel::System::Auth::TwoFactor::GoogleAuthenticator

AuthTwoFactorModule::AllowEmptySecret

Defines if agents should be allowed to login if they have no shared secret stored in their preferences and therefore are not using two-factor authentication.

Default value:

1

AuthTwoFactorModule::AllowPreviousToken

Defines if the previously valid token should be accepted for authentication. This is slightly less secure but gives users 30 seconds more time to enter their one-time password.

Default value:

1

AuthTwoFactorModule::SecretPreferencesKey

Defines the agent preferences key where the shared secret key is stored.

This setting can not be deactivated.

Default value:

UserGoogleAuthenticatorSecretKey

Core → Auth → Customer

Customer::AuthModule

Defines the module to authenticate customers.

This setting can not be deactivated.

Default value:

Kernel::System::CustomerAuth::DB

Customer::AuthModule::DB::CryptType

If “DB” was selected for Customer::AuthModule, the encryption type of passwords must be specified.

This setting can not be deactivated.

Default value:

sha2

Customer::AuthModule::DB::CustomerKey

If “DB” was selected for Customer::AuthModule, the name of the column for the CustomerKey in the customer table must be specified.

This setting can not be deactivated.

Default value:

login

Customer::AuthModule::DB::CustomerPassword

If “DB” was selected for Customer::AuthModule, the column name for the CustomerPassword in the customer table must be specified.

This setting can not be deactivated.

Default value:

pw

Customer::AuthModule::DB::DSN

If “DB” was selected for Customer::AuthModule, the DSN for the connection to the customer table must be specified.

This setting is not active by default.

Default value:

DBI:mysql:database=customerdb;host=customerdbhost

Customer::AuthModule::DB::Password

If “DB” was selected for Customer::AuthModule, a password to connect to the customer table can be specified.

This setting is not active by default.

Default value:

some_password

Customer::AuthModule::DB::Table

If “DB” was selected for Customer::AuthModule, the name of the table where your customer data should be stored must be specified.

This setting can not be deactivated.

Default value:

customer_user

Customer::AuthModule::DB::Type

If “DB” was selected for Customer::AuthModule, a database driver (normally autodetection is used) can be specified.

This setting is not active by default.

Default value:

mysql

Customer::AuthModule::DB::User

If “DB” was selected for Customer::AuthModule, a username to connect to the customer table can be specified.

This setting is not active by default.

Default value:

some_user

Customer::AuthModule::DB::bcryptCost

If “bcrypt” was selected for CryptType, use cost specified here for bcrypt hashing. Currently max. supported cost value is 31.

This setting can not be deactivated.

Default value:

12

Customer::AuthModule::HTTPBasicAuth::Replace

If “HTTPBasicAuth” was selected for Customer::AuthModule, you can specify to strip leading parts of user names (e. g. for domains like example_domainuser to user).

This setting is not active by default.

Default value:

example_domain\\

Customer::AuthModule::HTTPBasicAuth::ReplaceRegExp

If “HTTPBasicAuth” was selected for Customer::AuthModule, you can specify (by using a RegExp) to strip parts of REMOTE_USER (e. g. for to remove trailing domains). RegExp-Note, $1 will be the new Login.

This setting is not active by default.

Default value:

^(.+?)@.+?$

Customer::AuthModule::LDAP::AccessAttr

If “LDAP” was selected for Customer::AuthModule, you can specify access attributes here.

This setting is not active by default.

Default value:

memberUid

Customer::AuthModule::LDAP::AlwaysFilter

If “LDAP” was selected, you can add a filter to each LDAP query, e.g. (mail=*), (objectclass=user) or (!objectclass=computer).

This setting is not active by default.

Default value:

(!objectclass=computer)

Customer::AuthModule::LDAP::BaseDN

If “LDAP” was selected for Customer::AuthModule, the BaseDN must be specified.

This setting is not active by default.

Default value:

dc=example,dc=com

Customer::AuthModule::LDAP::Die

If “LDAP” was selected for Customer::AuthModule, you can specify if the applications will stop if e. g. a connection to a server can’t be established due to network problems.

Default value:

1

Customer::AuthModule::LDAP::GroupDN

If “LDAP” was selected for Customer::Authmodule, you can check if the user is allowed to authenticate because he is in a posixGroup, e.g. user needs to be in a group xyz to use OTRS. Specify the group, who may access the system.

This setting is not active by default.

Default value:

cn=otrsallow,ou=posixGroups,dc=example,dc=com

Customer::AuthModule::LDAP::Host

If “LDAP” was selected for Customer::AuthModule, the LDAP host can be specified.

This setting is not active by default.

Default value:

ldap.example.com

Customer::AuthModule::LDAP::Params

If “LDAP” was selected for Customer::AuthModule and special paramaters are needed for the Net::LDAP perl module, you can specify them here. See “perldoc Net::LDAP” for more information about the parameters.

This setting is not active by default.

Default value:

---
async: '0'
port: '389'
timeout: '120'
version: '3'

Customer::AuthModule::LDAP::SearchUserDN

If “LDAP” was selected for Customer::AuthModule and your users have only anonymous access to the LDAP tree, but you want to search through the data, you can do this with a user who has access to the LDAP directory. Specify the username for this special user here.

This setting is not active by default.

Default value:

cn=binduser,ou=users,dc=example,dc=com

Customer::AuthModule::LDAP::SearchUserPw

If “LDAP” was selected for Customer::AuthModule and your users have only anonymous access to the LDAP tree, but you want to search through the data, you can do this with a user who has access to the LDAP directory. Specify the password for this special user here.

This setting is not active by default.

Default value:

some_password

Customer::AuthModule::LDAP::UID

If “LDAP” was selected for Customer::AuthModule, the user identifier must be specified.

This setting is not active by default.

Default value:

uid

Customer::AuthModule::LDAP::UserAttr

If “LDAP” was selected for Customer::AuthModule, user attributes can be specified. For LDAP posixGroups use UID, for non LDAP posixGroups use full user DN.

This setting is not active by default.

Default value:

UID

Customer::AuthModule::LDAP::UserSuffix

If “LDAP” was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain.

This setting is not active by default.

Default value:

@domain.com

Customer::AuthModule::Radius::Die

If “Radius” was selected for Customer::AuthModule, you can specify if the applications will stop if e. g. a connection to a server can’t be established due to network problems.

Default value:

1

Customer::AuthModule::Radius::Host

If “Radius” was selected for Customer::AuthModule, the radius host must be specified.

This setting is not active by default.

Default value:

radiushost

Customer::AuthModule::Radius::Password

If “Radius” was selected for Customer::AuthModule, the password to authenticate to the radius host must be specified.

This setting is not active by default.

Default value:

radiussecret

Core → Auth → Customer → TwoFactor

Customer::AuthTwoFactorModule

Defines the two-factor module to authenticate customers.

This setting is not active by default.

Default value:

Kernel::System::CustomerAuth::TwoFactor::GoogleAuthenticator

Customer::AuthTwoFactorModule::AllowEmptySecret

Defines if customers should be allowed to login if they have no shared secret stored in their preferences and therefore are not using two-factor authentication.

Default value:

1

Customer::AuthTwoFactorModule::AllowPreviousToken

Defines if the previously valid token should be accepted for authentication. This is slightly less secure but gives users 30 seconds more time to enter their one-time password.

Default value:

1

Customer::AuthTwoFactorModule::SecretPreferencesKey

Defines the customer preferences key where the shared secret key is stored.

This setting can not be deactivated.

Default value:

UserGoogleAuthenticatorSecretKey

Core → Autoload

AutoloadPerlPackages###1000-Test

Example package autoload configuration.

This setting is not active by default.

Default value:

---
- Kernel::Autoload::Test

Core → Cache

Cache::InBackend

If enabled, the cache data will be stored in cache backend.

This setting can not be deactivated.

Default value:

1

Cache::InMemory

If enabled, the cache data be held in memory.

This setting can not be deactivated.

Default value:

1

Cache::Module

Selects the cache backend to use.

This setting can not be deactivated.

Default value:

Kernel::System::Cache::FileStorable

Cache::SubdirLevels

Specify how many sub directory levels to use when creating cache files. This should prevent too many cache files being in one directory.

This setting can not be deactivated.

Default value:

2

Core → Chat

ChatEngine::Active

Activates chat support.

This setting can not be deactivated.

Default value:

0

ChatEngine::ChatDecayTime

Number of days after chat will be deleted.

Default value:

365

ChatEngine::ChatDirection::AgentToAgent

Makes it possible to start a chat with an agent from the agent interface.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatDirection::AgentToCustomer

Makes it possible to start a chat with a customer from the agent interface.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatDirection::CustomerToAgent

Makes it possible to start a chat with an agent from the external interface as authenticated user.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatDirection::PublicToAgent

Makes it possible to start a chat with an agent from the external interface as unauthenticated user.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatIntegration::VideoChatEnabled

Defines if the video and audio calling feature is enabled for integrated chat.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatOrder

Defines the order of chat windows.

This setting can not be deactivated.

Default value:

1

ChatEngine::ChatTTL

Number of hours after closed chat will be deleted.

Default value:

24

ChatEngine::DefaultAgentName

Default agent name in the external interface. If enabled, the real name of the agent will not be visible to users while using the chat.

This setting is not active by default.

Default value:

Support Agent

ChatEngine::DefaultAgentNameNumbers

Defines if numbers should be appended to DefaultAgentName. If enabled, together with DefaultAgentName will be numbers (e.g. 1,2,3,…).

This setting can not be deactivated.

Default value:

1

ChatEngine::DefaultChatChannel

Name of default chat channel. If this channel does not exist, it will be created automatically. Please do not create a chat channel with the same name as default chat channel. The default channel won’t be displayed, if chat channels are enabled in the external interface. All agent to agent chats will be in the default channel.

This setting can not be deactivated.

Default value:

Default channel

ChatEngine::ExternalFrontend::AllowChatChannels

Defines if users in the external interface are able to select Chat Channel. If not, chat will be created in default Chat Channel.

This setting can not be deactivated.

Default value:

1

ChatEngine::ExternalFrontend::AvailabilityCheck

Allow users to select only channels that have available agent(s) in the external interface.

This setting can not be deactivated.

Default value:

1

ChatEngine::ExternalFrontend::NoAnswerThreshold

Defines the period of time (in minutes) before no answer message is displayed to the users in the external interface.

This setting can not be deactivated.

Default value:

5

ChatEngine::ExternalFrontend::VideoChatEnabled

Defines if the video and audio calling feature is enabled for users of the external interface.

This setting can not be deactivated.

Default value:

1

ChatEngine::PermissionGroup::ChatReceivingAgents

Agent group that can accept chat requests and chat.

This setting can not be deactivated.

Default value:

users

ChatEngine::PermissionGroup::ChatStartingAgents

Agent group that can create chat requests.

This setting can not be deactivated.

Default value:

users

ChatEngine::PermissionGroup::VideoChatAgents

Agent group that can use video calling feature in chats.

This setting can not be deactivated.

Default value:

users

Ticket::Agent::DisplayNotificationIfUnavailable

If enabled, a notification will be displayed on each page if the current agent is not available for chat.

Default value:

1

Ticket::Agent::StartChatFromTicket###AllowChatOnlyIfCustomerAvailable

If enabled, starting a chat from agent ticket zoom view will only be possible, if the ticket customer is on-line.

Default value:

1

Ticket::Agent::StartChatFromTicket###Allowed

Sets if a chat request can be sent out from agent ticket zoom view.

Default value:

1

Ticket::Agent::StartChatFromTicket###PermissionLevel

Permission level to start a chat with customer from agent ticket zoom view.

Default value:

ro

Ticket::Agent::StartChatFromTicket###RequiredLock

Defines if locking a ticket is required to start a chat with the customer from the ticket zoom view.

Default value:

0

Ticket::Agent::StartChatWOTicket

If enabled, agents can start a chat with a customer without a ticket.

Default value:

1

Ticket::Agent::UnavailableForExternalChatsOnLogin

If enabled it will check agents availability on login. If user is available for external chats, it will reduce availability to internal chats only.

Default value:

1

Core → CommunicationChannel

CommunicationChannel###Chat

Defines chat communication channel.

Default value:

---
Description: Chat communication channel.
Icon: fa-comment
Module: Kernel::System::CommunicationChannel::Chat
Name: Chat

CommunicationChannel###Email

Defines email communication channel.

Default value:

---
Description: Email communication channel.
Icon: fa-envelope
Module: Kernel::System::CommunicationChannel::Email
Name: Email

CommunicationChannel###Internal

Defines internal communication channel.

Default value:

---
Description: Internal communication channel.
Icon: fa-cloud
Module: Kernel::System::CommunicationChannel::Internal
Name: OTRS

CommunicationChannel###Phone

Defines phone communication channel.

Default value:

---
Description: Phone communication channel.
Icon: fa-phone
Module: Kernel::System::CommunicationChannel::Phone
Name: Phone

CommunicationChannel###SMS

Defines SMS communication channel.

Default value:

---
Description: SMS communication channel.
Icon: fa-mobile
Module: Kernel::System::CommunicationChannel::SMS
Name: SMS

Core → CommunicationChannel → MIMEBase

Ticket::Article::Backend::MIMEBase::ArticleDataDir

Specifies the directory to store the data in, if “FS” was selected for ArticleStorage.

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/article

Ticket::Article::Backend::MIMEBase::ArticleStorage

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.

This setting can not be deactivated.

Default value:

Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB

Ticket::Article::Backend::MIMEBase::CheckAllStorageBackends

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.

This setting can not be deactivated.

Default value:

0

Ticket::Article::Backend::MIMEBase::IndexAttachmentNames

Specifies whether the (MIMEBase) article attachments will be indexed and searchable.

This setting can not be deactivated.

Default value:

1

Core → CommunicationLog

CommunicationLog::PurgeAfterHours::AllCommunications

Defines the number of hours a communication will be stored, whichever its status.

This setting can not be deactivated.

Default value:

744

CommunicationLog::PurgeAfterHours::SuccessfulCommunications

Defines the number of hours a successful communication will be stored.

This setting can not be deactivated.

Default value:

168

CommunicationLog::Transport###CloudService

Registers a log module, that can be used to log communication related information.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::CommunicationLog::Transport::CloudService
Name: CloudService

CommunicationLog::Transport###Email

Registers a log module, that can be used to log communication related information.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::CommunicationLog::Transport::Email
Name: Email

Core → Crypt → PGP

PGP

Enables PGP support. When PGP support is enabled for signing and encrypting mail, it is HIGHLY recommended that the web server runs as the OTRS user. Otherwise, there will be problems with the privileges when accessing .gnupg folder.

This setting can not be deactivated.

Default value:

0

PGP::Bin

Defines the path to PGP binary.

This setting is not active by default.

Default value:

/usr/bin/gpg

PGP::Key::Password

Sets the password for private PGP key.

This setting can not be deactivated.

Default value:

---
488A0B8F: SomePassword
D2DF79FA: SomePassword

PGP::Log

Configure your own log text for PGP.

This setting can not be deactivated.

Default value:

---
BADSIG: The PGP signature with the keyid has not been verified successfully.
ERRSIG: It was not possible to check the PGP signature, this may be caused by a missing
  public key or an unsupported algorithm.
EXPKEYSIG: The PGP signature was made by an expired key.
GOODSIG: Good PGP signature.
KEYREVOKED: The PGP signature was made by a revoked key, this could mean that the
  signature is forged.
NODATA: No valid OpenPGP data found.
NO_PUBKEY: No public key found.
REVKEYSIG: The PGP signature was made by a revoked key, this could mean that the signature
  is forged.
SIGEXPIRED: The PGP signature is expired.
SIG_ID: Signature data.
TRUST_UNDEFINED: This key is not certified with a trusted signature!
VALIDSIG: The PGP signature with the keyid is good.

PGP::Method

Sets the method PGP will use to sing and encrypt emails. Note Inline method is not compatible with RichText messages.

This setting can not be deactivated.

Default value:

Detached

PGP::Options

Sets the options for PGP binary.

This setting can not be deactivated.

Default value:

--homedir /opt/otrs/.gnupg/ --batch --no-tty --yes

PGP::Options::DigestPreference

Sets the preferred digest to be used for PGP binary.

Default value:

sha256

PGP::TrustedNetwork

Enable this if you trust in all your public and private pgp keys, even if they are not certified with a trusted signature.

Default value:

0

Core → Crypt → SMIME

SMIME

Enables S/MIME support.

This setting can not be deactivated.

Default value:

0

SMIME::Bin

Defines the path to open ssl binary. It may need a HOME env ($ENV{HOME} = ‘/var/lib/wwwrun’;).

This setting is not active by default.

Default value:

/usr/bin/openssl

SMIME::CacheTTL

Cache time in seconds for the SSL certificate attributes.

This setting can not be deactivated.

Default value:

86400

SMIME::CertPath

Specifies the directory where SSL certificates are stored.

This setting is not active by default.

Default value:

/etc/ssl/certs

SMIME::FetchFromCustomer

Enables fetch S/MIME from CustomerUser backend support.

This setting can not be deactivated.

Default value:

0

SMIME::PrivatePath

Specifies the directory where private SSL certificates are stored.

This setting is not active by default.

Default value:

/etc/ssl/private

Core → Customer

Customer::DefaultUserID

Defines the (agent) user identifier for actions triggered by customers.

This setting can not be deactivated.

Default value:

1

CustomerDisableCompanyTicketAccess

This option will deny the access to customer company tickets, which are not created by the customer user.

This setting can not be deactivated.

Default value:

0

CustomerGroupAlwaysGroups

Defines the groups every customer user will be in (if CustomerGroupSupport is enabled and you don’t want to manage every customer user for these groups).

This setting can not be deactivated.

Default value:

---
- users

CustomerGroupCompanyAlwaysGroups

Defines the groups every customer will be in (if CustomerGroupSupport is enabled and you don’t want to manage every customer for these groups).

This setting can not be deactivated.

Default value:

---
- users

CustomerGroupPermissionContext###001-CustomerID-same

Defines a permission context for customer to group assignment.

This setting can not be deactivated.

Default value:

---
Description: Gives customer users group based access to tickets from customer users
  of the same customer (ticket CustomerID is a CustomerID of the customer user).
Name: Same Customer
Value: Ticket::CustomerID::Same

CustomerGroupPermissionContext###100-CustomerID-other

Defines a permission context for customer to group assignment.

This setting is not active by default.

Default value:

---
Description: Provides customer users access to tickets even if the tickets are not
  assigned to a customer user of the same customer ID(s), based on permission groups.
Name: Other Customers
Value: Ticket::CustomerID::Other

CustomerGroupSupport

Activates support for customer and customer user groups.

This setting can not be deactivated.

Default value:

0

CustomerPreferences

Defines the parameters for the customer preferences table.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::CustomerUser::Preferences::DB
Params:
  Table: customer_preferences
  TableKey: preferences_key
  TableUserID: user_id
  TableValue: preferences_value

Core → DB → Mirror

Core::MirrorDB::AdditionalMirrors###1

Configure any additional readonly mirror databases that you want to use.

This setting is not active by default.

Default value:

---
DSN: DBI:mysql:database=mirrordb;host=mirrordbhost
Password: some_password
User: some_user

Core::MirrorDB::AdditionalMirrors###2

Configure any additional readonly mirror databases that you want to use.

This setting is not active by default.

Default value:

---
DSN: DBI:mysql:database=mirrordb;host=mirrordbhost
Password: some_password
User: some_user

Core::MirrorDB::AdditionalMirrors###3

Configure any additional readonly mirror databases that you want to use.

This setting is not active by default.

Default value:

---
DSN: DBI:mysql:database=mirrordb;host=mirrordbhost
Password: some_password
User: some_user

Core::MirrorDB::AdditionalMirrors###4

Configure any additional readonly mirror databases that you want to use.

This setting is not active by default.

Default value:

---
DSN: DBI:mysql:database=mirrordb;host=mirrordbhost
Password: some_password
User: some_user

Core::MirrorDB::AdditionalMirrors###5

Configure any additional readonly mirror databases that you want to use.

This setting is not active by default.

Default value:

---
DSN: DBI:mysql:database=mirrordb;host=mirrordbhost
Password: some_password
User: some_user

Core::MirrorDB::DSN

OTRS can use one or more readonly mirror databases for expensive operations like fulltext search or statistics generation. Here you can specify the DSN for the first mirror database.

This setting is not active by default.

Default value:

DBI:mysql:database=mirrordb;host=mirrordbhost

Core::MirrorDB::Password

Specify the password to authenticate for the first mirror database.

This setting is not active by default.

Default value:

some_password

Core::MirrorDB::User

Specify the username to authenticate for the first mirror database.

This setting is not active by default.

Default value:

some_user

Core → DocumentSearch → Driver

DocumentSearch::Drivers::Appointment::Enabled

It controls availability for Appointment search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::ArticleChat::Enabled

It controls availability for ArticleChat search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::ArticleMIME::Enabled

It controls availability for ArticleMIME search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::ArticleSMS::Enabled

It controls availability for ArticleSMS search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::CustomPageContent::Enabled

It controls availability for Custom Page Content search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::FAQ::Enabled

It controls availability for FAQ search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::ServiceCatalogueContent::Enabled

It controls availability for Customer Service Catalogue Content search driver.

This setting can not be deactivated.

Default value:

1

DocumentSearch::Drivers::Ticket::Enabled

It controls availability for Ticket search driver.

This setting can not be deactivated.

Default value:

1

Core → Draft

FormDraftTTL###Ticket

Defines time in minutes since last modification for drafts of specified type before they are considered expired.

Default value:

10080

Core → DynamicFields → DriverRegistration

DynamicFields::Driver###ActivityID

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldText
DisabledAdd: '1'
DisplayName: ActivityID
Module: Kernel::System::DynamicField::Driver::ProcessManagement::ActivityID

DynamicFields::Driver###Checkbox

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldCheckbox
DisplayName: Checkbox
Module: Kernel::System::DynamicField::Driver::Checkbox

DynamicFields::Driver###ContactWithData

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldContactWithData
DisplayName: Contact with data
Module: Kernel::System::DynamicField::Driver::ContactWithData

DynamicFields::Driver###Date

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldDateTime
DisplayName: Date
Module: Kernel::System::DynamicField::Driver::Date

DynamicFields::Driver###DateTime

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldDateTime
DisplayName: Date / Time
Module: Kernel::System::DynamicField::Driver::DateTime

DynamicFields::Driver###Dropdown

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldDropdown
DisplayName: Dropdown
Module: Kernel::System::DynamicField::Driver::Dropdown

DynamicFields::Driver###Multiselect

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldMultiselect
DisplayName: Multiselect
ItemSeparator: ', '
Module: Kernel::System::DynamicField::Driver::Multiselect

DynamicFields::Driver###ProcessID

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldText
DisabledAdd: '1'
DisplayName: ProcessID
Module: Kernel::System::DynamicField::Driver::ProcessManagement::ProcessID

DynamicFields::Driver###Text

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldText
DisplayName: Text
Module: Kernel::System::DynamicField::Driver::Text

DynamicFields::Driver###TextArea

DynamicField backend registration.

Default value:

---
ConfigDialog: AdminDynamicFieldText
DisplayName: Textarea
Module: Kernel::System::DynamicField::Driver::TextArea

Core → DynamicFields → ObjectTypeRegistration

DynamicFields::ObjectType###Article

DynamicField object registration.

Default value:

---
DisplayName: Article
Module: Kernel::System::DynamicField::ObjectType::Article
Prio: '110'

DynamicFields::ObjectType###CustomerCompany

DynamicField object registration.

Default value:

---
DisplayName: Customer
Module: Kernel::System::DynamicField::ObjectType::CustomerCompany
Prio: '120'
UseObjectName: '1'

DynamicFields::ObjectType###CustomerUser

DynamicField object registration.

Default value:

---
DisplayName: Customer User
Module: Kernel::System::DynamicField::ObjectType::CustomerUser
Prio: '130'
UseObjectName: '1'

DynamicFields::ObjectType###FAQ

DynamicField object registration.

Default value:

---
DisplayName: FAQ
Module: Kernel::System::DynamicField::ObjectType::FAQ
Prio: '200'

DynamicFields::ObjectType###Ticket

DynamicField object registration.

Default value:

---
DisplayName: Ticket
Module: Kernel::System::DynamicField::ObjectType::Ticket
Prio: '100'

Core → Email

AdminEmail

Defines the system administrator’s email address. It will be displayed in the error screens of the application.

This setting can not be deactivated.

Default value:

support@<OTRS_CONFIG_FQDN>

CheckEmailAddresses

Makes the application check the syntax of email addresses.

This setting can not be deactivated.

Default value:

1

CheckEmailInvalidAddress

Defines a regular expression that filters all email addresses that should not be used in the application.

This setting can not be deactivated.

Default value:

@(example)\.(..|...)$

CheckEmailValidAddress

Defines a regular expression that excludes some addresses from the syntax check (if “CheckEmailAddresses” is set to “Yes”). Please enter a regex in this field for email addresses, that aren’t syntactically valid, but are necessary for the system (i.e. “root@localhost”).

This setting can not be deactivated.

Default value:

^(root@localhost|admin@localhost)$

CheckMXRecord

Makes the application check the MX record of email addresses before sending an email or submitting a telephone or email ticket.

This setting can not be deactivated.

Default value:

1

CheckMXRecord::Nameserver

Defines the address of a dedicated DNS server, if necessary, for the “CheckMXRecord” look-ups.

This setting is not active by default.

Default value:

ns.example.com

Fetchmail::Bin

Defines the fall-back path to open fetchmail binary. Note: The name of the binary needs to be ‘fetchmail’, if it is different please use a symbolic link.

This setting is not active by default.

Default value:

/usr/bin/fetchmail

NotificationSenderEmail

Specifies the email address that should be used by the application when sending notifications. The email address is used to build the complete display name for the notification master (i.e. “OTRS Notifications” otrs@your.example.com). You can use the OTRS_CONFIG_FQDN variable as set in your configuation, or choose another email address.

This setting can not be deactivated.

Default value:

otrs@<OTRS_CONFIG_FQDN>

NotificationSenderName

Specifies the name that should be used by the application when sending notifications. The sender name is used to build the complete display name for the notification master (i.e. “OTRS Notifications” otrs@your.example.com).

This setting can not be deactivated.

Default value:

OTRS Notifications

Sendmail::DefaultHeaders

Defines default headers for outgoing emails.

This setting is not active by default.

Default value:

---
'Auto-Submitted:': auto-generated
'Precedence:': bulk

SendmailBcc

Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons.

Default value:

`SendmailEncodingForce`

Forces encoding of outgoing emails (7bit|8bit|quoted-printable|base64).

This setting is not active by default.

Default value:

base64

SendmailEnvelopeFrom

If set, this address is used as envelope sender in outgoing messages (not notifications - see below). If no address is specified, the envelope sender is equal to queue e-mail address.

This setting is not active by default.

Default value:

`SendmailModule`

Defines the module to send emails. “DoNotSendEmail” doesn’t send emails at all. Any of the “SMTP” mechanisms use a specified (external) mailserver. “Sendmail” directly uses the sendmail binary of your operating system. “Test” doesn’t send emails, but writes them to $OTRS_HOME/var/tmp/CacheFileStorable/EmailTest/ for testing purposes.

This setting can not be deactivated.

Default value:

Kernel::System::Email::Sendmail

SendmailModule::AuthPassword

If any of the “SMTP” mechanisms was selected as SendmailModule, and authentication to the mail server is needed, a password must be specified.

This setting is not active by default.

Default value:

MailserverPassword

SendmailModule::AuthUser

If any of the “SMTP” mechanisms was selected as SendmailModule, and authentication to the mail server is needed, an username must be specified.

This setting is not active by default.

Default value:

MailserverLogin

SendmailModule::CMD

If “Sendmail” was selected as SendmailModule, the location of the sendmail binary and the needed options must be specified.

This setting can not be deactivated.

Default value:

/usr/sbin/sendmail -i -f

SendmailModule::Host

If any of the “SMTP” mechanisms was selected as SendmailModule, the mailhost that sends out the mails must be specified.

This setting can not be deactivated.

Default value:

mail.example.com

SendmailModule::Port

If any of the “SMTP” mechanisms was selected as SendmailModule, the port where your mailserver is listening for incoming connections must be specified.

This setting is not active by default.

Default value:

25

SendmailNotificationEnvelopeFrom

If set, this address is used as envelope sender header in outgoing notifications. If no address is specified, the envelope sender header is empty (unless SendmailNotificationEnvelopeFrom::FallbackToEmailFrom is set).

This setting is not active by default.

Default value:

`SendmailNotificationEnvelopeFrom::FallbackToEmailFrom`

If no SendmailNotificationEnvelopeFrom is specified, this setting makes it possible to use the email’s from address instead of an empty envelope sender (required in certain mail server configurations).

This setting is not active by default.

Default value:

0

Core → Email → PostMaster

AutoResponseForWebTickets

If this option is enabled, tickets created via the web interface, via external or agent interface, will receive an autoresponse if configured. If this option is not enabled, no autoresponses will be sent.

This setting can not be deactivated.

Default value:

1

KeepStateHeader

Defines the PostMaster header to be used on the filter for keeping the current state of the ticket.

Default value:

X-OTRS-FollowUp-State-Keep

LoopProtectionLog

Path for the log file (it only applies if “FS” was selected for LoopProtectionModule and it is mandatory).

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/log/LoopProtection

LoopProtectionModule

Default loop protection module.

This setting can not be deactivated.

Default value:

Kernel::System::PostMaster::LoopProtection::DB

PostMaster::CheckFollowUpModule###0000-BounceEmail

Executes follow-up checks on OTRS Header ‘X-OTRS-Bounce’.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::BounceEmail

PostMaster::CheckFollowUpModule###0100-Subject

Checks if an E-Mail is a followup to an existing ticket by searching the subject for a valid ticket number.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::Subject

PostMaster::CheckFollowUpModule###0200-References

Executes follow-up checks on In-Reply-To or References headers for mails that don’t have a ticket number in the subject.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::References

PostMaster::CheckFollowUpModule###0300-Body

Executes follow-up checks on email body for mails that don’t have a ticket number in the subject.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::Body

PostMaster::CheckFollowUpModule###0400-Attachments

Executes follow-up checks on attachment contents for mails that don’t have a ticket number in the subject.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::Attachments

PostMaster::CheckFollowUpModule###0500-RawEmail

Executes follow-up checks on the raw source email for mails that don’t have a ticket number in the subject.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::RawEmail

PostMaster::CheckFollowUpModule###0600-ExternalTicketNumberRecognition

Checks if an email is a follow-up to an existing ticket with external ticket number which can be found by ExternalTicketNumberRecognition filter module.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::ExternalTicketNumberRecognition

PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCustomers

Controls if CustomerID is automatically copied from the sender address for unknown customers.

This setting can not be deactivated.

Default value:

1

PostMaster::PreCreateFilterModule###000-FollowUpArticleVisibilityCheck

Module to check if arrived emails should be marked as internal (because of original forwarded internal email). IsVisibleForCustomer and SenderType define the values for the arrived email/article.

Default value:

---
IsVisibleForCustomer: '0'
Module: Kernel::System::PostMaster::Filter::FollowUpArticleVisibilityCheck
SenderType: customer

PostMaster::PreFilterModule###000-DecryptBody

Module to filter encrypted bodies of incoming messages.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::Filter::Decrypt
StoreDecryptedBody: '0'

PostMaster::PreFilterModule###000-DetectAttachment

Module used to detect if attachments are present.

Default value:

---
Module: Kernel::System::PostMaster::Filter::DetectAttachment

PostMaster::PreFilterModule###000-DetectBounceEmail

Module to check if a incoming e-mail message is bounce.

Default value:

---
Module: Kernel::System::PostMaster::Filter::DetectBounceEmail

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1

Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the ‘NumberRegExp’ expression will be used as the ticket number value.

This setting is not active by default.

Default value:

---
DynamicFieldName: Name_X
FromAddressRegExp: \s*@example.com
IsVisibleForCustomer: '1'
Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
Name: Some Description
NumberRegExp: \s*Incident-(\d.*)\s*
SearchInBody: '1'
SearchInSubject: '1'
SenderType: system
TicketStateTypes: new;open

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition2

Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the ‘NumberRegExp’ expression will be used as the ticket number value.

This setting is not active by default.

Default value:

---
DynamicFieldName: Name_X
FromAddressRegExp: \s*@example.com
IsVisibleForCustomer: '1'
Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
Name: Some Description
NumberRegExp: \s*Incident-(\d.*)\s*
SearchInBody: '1'
SearchInSubject: '1'
SenderType: system
TicketStateTypes: new;open

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition3

Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the ‘NumberRegExp’ expression will be used as the ticket number value.

This setting is not active by default.

Default value:

---
DynamicFieldName: Name_X
FromAddressRegExp: \s*@example.com
IsVisibleForCustomer: '1'
Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
Name: Some Description
NumberRegExp: \s*Incident-(\d.*)\s*
SearchInBody: '1'
SearchInSubject: '1'
SenderType: system
TicketStateTypes: new;open

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition4

Recognize if a ticket is a follow-up to an existing ticket using an external ticket number. Note: the first capturing group from the ‘NumberRegExp’ expression will be used as the ticket number value.

This setting is not active by default.

Default value:

---
DynamicFieldName: Name_X
FromAddressRegExp: \s*@example.com
IsVisibleForCustomer: '1'
Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
Name: Some Description
NumberRegExp: \s*Incident-(\d.*)\s*
SearchInBody: '1'
SearchInSubject: '1'
SenderType: system
TicketStateTypes: new;open

PostMaster::PreFilterModule###000-MatchDBSource

Module to use database filter storage.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::PostMaster::Filter::MatchDBSource

PostMaster::PreFilterModule###000-SMIMEFetchFromCustomer

Module to fetch customer users SMIME certificates of incoming messages.

Default value:

---
Module: Kernel::System::PostMaster::Filter::SMIMEFetchFromCustomer

PostMaster::PreFilterModule###1-Match

Module to filter and manipulate incoming messages. Block/ignore all spam email with From: noreply@ address.

This setting is not active by default.

Default value:

---
Match:
  From: noreply@
Module: Kernel::System::PostMaster::Filter::Match
Set:
  X-OTRS-Ignore: yes

PostMaster::PreFilterModule###2-Match

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 =>.

This setting is not active by default.

Default value:

---
Match:
  Subject: SomeNumber:(\d\d\d\d)
Module: Kernel::System::PostMaster::Filter::Match
Set:
  X-OTRS-DynamicField-TicketFreeKey1: SomeNumber
  X-OTRS-DynamicField-TicketFreeText1: '[***]'

PostMaster::PreFilterModule###3-NewTicketReject

Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.

This setting is not active by default.

Default value:

---
Match:
  From: '@example.com'
Module: Kernel::System::PostMaster::Filter::NewTicketReject
Set:
  X-OTRS-Ignore: yes

PostMaster::PreFilterModule###4-CMD

CMD example setup. Ignores emails where external CMD returns some output on STDOUT (email will be piped into STDIN of some.bin).

This setting is not active by default.

Default value:

---
CMD: /usr/bin/some.bin
Module: Kernel::System::PostMaster::Filter::CMD
Set:
  X-OTRS-Ignore: yes

PostMaster::PreFilterModule###5-SpamAssassin

Spam Assassin example setup. Ignores emails that are marked with SpamAssassin.

This setting is not active by default.

Default value:

---
CMD: '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"'
Module: Kernel::System::PostMaster::Filter::CMD
Set:
  X-OTRS-Ignore: yes

PostMaster::PreFilterModule###6-SpamAssassin

Spam Assassin example setup. Moves marked mails to spam queue.

This setting is not active by default.

Default value:

---
CMD: '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"'
Module: Kernel::System::PostMaster::Filter::CMD
Set:
  X-OTRS-Queue: spam

PostMaster::PreFilterModule::NewTicketReject::Body

Defines the body text for rejected emails.

This setting can not be deactivated.

Default value:

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

PostMaster::PreFilterModule::NewTicketReject::Sender

Defines the sender for rejected emails.

This setting is not active by default.

Default value:

noreply@example.com

PostMaster::PreFilterModule::NewTicketReject::Subject

Defines the subject for rejected emails.

This setting can not be deactivated.

Default value:

Email Rejected

PostMasterMaxEmailSize

Maximal size in KBytes for mails that can be fetched via POP3/POP3S/IMAP/IMAPS (KBytes).

This setting can not be deactivated.

Default value:

16384

PostMasterReconnectMessage

The maximum number of mails fetched at once before reconnecting to the server.

This setting can not be deactivated.

Default value:

20

PostmasterAutoHTML2Text

Converts HTML mails into text messages.

This setting can not be deactivated.

Default value:

1

PostmasterBounceEmailAsFollowUp

Indicates if a bounce e-mail should always be treated as normal follow-up.

This setting can not be deactivated.

Default value:

1

PostmasterDefaultPriority

Defines the default priority of new tickets.

This setting can not be deactivated.

Default value:

3 normal

PostmasterDefaultQueue

Defines the postmaster default queue.

This setting can not be deactivated.

Default value:

Raw

PostmasterDefaultState

Defines the default state of new tickets.

This setting can not be deactivated.

Default value:

new

PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner

Sends agent follow-up notification only to the owner, if a ticket is unlocked (the default is to send the notification to all agents).

This setting can not be deactivated.

Default value:

0

PostmasterFollowUpState

Defines the state of a ticket if it gets a follow-up.

This setting can not be deactivated.

Default value:

open

PostmasterFollowUpStateClosed

Defines the state of a ticket if it gets a follow-up and the ticket was already closed.

This setting is not active by default.

Default value:

open

PostmasterHeaderFieldCount

Defines the number of header fields in frontend modules for add and update postmaster filters. It can be up to 99 fields.

This setting can not be deactivated.

Default value:

12

PostmasterMaxEmails

Maximal auto email responses to own email-address a day (Loop-Protection).

This setting can not be deactivated.

Default value:

40

PostmasterMaxEmailsPerAddress

Maximal auto email responses to own email-address a day, configurable by email address (Loop-Protection).

Default value:

--- {}

PostmasterUserID

Specifies user id of the postmaster data base.

This setting can not be deactivated.

Default value:

1

PostmasterX-Header

Defines all the X-headers that should be scanned.

This setting can not be deactivated.

Default value:

---
- 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-AttachmentExists
- X-OTRS-AttachmentCount
- 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-Title
- X-OTRS-CustomerNo
- X-OTRS-CustomerUser
- X-OTRS-SenderType
- X-OTRS-IsVisibleForCustomer
- X-OTRS-FollowUp-Owner
- X-OTRS-FollowUp-OwnerID
- X-OTRS-FollowUp-Responsible
- X-OTRS-FollowUp-ResponsibleID
- 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-IsVisibleForCustomer
- X-OTRS-FollowUp-Title
- X-OTRS-FollowUp-State-Keep
- X-OTRS-BodyDecrypted

SendNoAutoResponseRegExp

If this regex matches, no message will be send by the autoresponder.

This setting can not be deactivated.

Default value:

(MAILER-DAEMON|postmaster|abuse)@.+?\..+?

Core → Event → AppointmentCalendar

AppointmentCalendar::EventModulePost###100-Notification

Appointment calendar event module that prepares notification entries for appointments.

Default value:

---
Event: (AppointmentCreate|AppointmentUpdate|AppointmentDelete|AppointmentNotification|CalendarCreate|CalendarUpdate)
Module: Kernel::System::Calendar::Event::Notification

AppointmentCalendar::EventModulePost###200-TicketAppointments

Appointment calendar event module that updates the ticket with data from ticket appointment.

Default value:

---
Event: AppointmentUpdate
Module: Kernel::System::Calendar::Event::TicketAppointments

Core → Event → CustomPage

CustomPage::EventModulePost###1000-IndexManagement

Marks down the object involved on the event.

Default value:

---
Event: (CustomPageContentAdd|CustomPageContentUpdate|CustomPageContentDelete)
Module: Kernel::System::CustomPage::Event::CustomPageContentIndexManagement
Transaction: '0'

Core → Event → CustomerCompany

CustomerCompany::EventModulePost###2000-UpdateCustomerUsers

Event module that updates customer users after an update of the Customer.

Default value:

---
Event: CustomerCompanyUpdate
Module: Kernel::System::CustomerCompany::Event::CustomerUserUpdate
Transaction: '0'

CustomerCompany::EventModulePost###2100-UpdateDynamicFieldObjectName

Event module that updates customer company object name for dynamic fields.

Default value:

---
Event: CustomerCompanyUpdate
Module: Kernel::System::CustomerCompany::Event::DynamicFieldObjectNameUpdate
Transaction: '0'

CustomerCompany::EventModulePost###2300-UpdateTickets

Event module that updates tickets after an update of the Customer.

Default value:

---
Event: CustomerCompanyUpdate
Module: Kernel::System::CustomerCompany::Event::TicketUpdate
Transaction: '0'

CustomerCompany::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → CustomerUser

CustomerUser::EventModulePost###2000-UpdateDynamicFieldObjectName

Event module that updates customer user object name for dynamic fields.

Default value:

---
Event: CustomerUserUpdate
Module: Kernel::System::CustomerUser::Event::DynamicFieldObjectNameUpdate
Transaction: '0'

CustomerUser::EventModulePost###2100-UpdateSearchProfiles

Event module that updates customer user search profiles if login changes.

Default value:

---
Event: CustomerUserUpdate
Module: Kernel::System::CustomerUser::Event::SearchProfileUpdate
Transaction: '0'

CustomerUser::EventModulePost###2200-UpdateServiceMembership

Event module that updates customer user service membership if login changes.

Default value:

---
Event: CustomerUserUpdate
Module: Kernel::System::CustomerUser::Event::ServiceMemberUpdate
Transaction: '0'

CustomerUser::EventModulePost###2300-UpdateTickets

Event module that updates tickets after an update of the Customer User.

Default value:

---
Event: CustomerUserUpdate
Module: Kernel::System::CustomerUser::Event::TicketUpdate
Transaction: '0'

CustomerUser::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → DynamicField

DynamicField::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → FAQ

FAQ::EventModulePost###1000-IndexManagement

Marks down the object involved on the event.

Default value:

---
Event: ''
Module: Kernel::System::FAQ::Event::FAQIndexManagement

Core → Event → LinkObject

LinkObject::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → Package

Package::EventModulePost###9000-SupportDataSend

Package event module to file a scheduler task for update registration.

Default value:

---
Event: (PackageInstall|PackageReinstall|PackageUpgrade|PackageUninstall)
Module: Kernel::System::Package::Event::SupportDataSend
Transaction: '1'

Package::EventModulePost###9100-TriggerWebserverReload

Package event module to trigger a production web server reload, if allowed by the configuration.

Default value:

---
Event: (PackageInstall|PackageReinstall|PackageUpgrade|PackageUninstall)
Module: Kernel::System::Package::Event::TriggerWebserverReload
Transaction: '1'

Package::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → Queue

DynamicField::EventModulePost###1000-TicketIndexManagement

Event module that performs an update statement on document search indices if a dynamic field was deleted.

Default value:

---
Event: DynamicFieldDelete
Module: Kernel::System::DynamicField::Event::IndexManagement
Transaction: '0'

Queue::EventModulePost###2300-UpdateQueue

Event module that performs an update statement on TicketIndex to rename the queue name there if needed and if StaticDB is actually used.

Default value:

---
Event: QueueUpdate
Module: Kernel::System::Queue::Event::TicketAcceleratorUpdate
Transaction: '0'

Queue::EventModulePost###2400-TicketIndexManagement

Event module that performs an update statement on document search ticket index if group has been changed.

Default value:

---
Event: QueueUpdate
Module: Kernel::System::Queue::Event::TicketIndexManagement
Transaction: '0'

Queue::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Core → Event → ServiceCatalogueItem

ServiceCatalogueItem::EventModulePost###1000-ServiceCatalogueIndexManagement

Marks down the object involved on the event.

Default value:

---
Event: (ItemContentAdd|ItemContentUpdate|ItemContentDelete)
Module: Kernel::System::ServiceCatalogue::Event::ServiceCatalogueContentIndexManagement
Transaction: '0'

Core → Event → Ticket

AppointmentCalendar::EventModulePost###1000-IndexManagement

Marks down the object involved on the event.

Default value:

---
Event: ''
Module: Kernel::System::Calendar::Event::IndexManagement

Ticket::EventModulePost###1000-IndexManagement

Marks down the object involved on the event.

Default value:

---
Event: ''
Module: Kernel::System::Ticket::Event::IndexManagement

Ticket::EventModulePost###2300-ArchiveRestore

Restores a ticket from the archive (only if the event is a state change to any open available state).

Default value:

---
Event: TicketStateUpdate
Module: Kernel::System::Ticket::Event::ArchiveRestore

Ticket::EventModulePost###2600-AcceleratorUpdate

Updates the ticket index accelerator.

Default value:

---
Event: TicketStateUpdate|TicketQueueUpdate|TicketLockUpdate
Module: Kernel::System::Ticket::Event::TicketAcceleratorUpdate

Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Resets and unlocks the owner of a ticket if it was moved to another queue.

This setting is not active by default.

Default value:

---
Event: TicketQueueUpdate
Module: Kernel::System::Ticket::Event::ForceOwnerReset

Ticket::EventModulePost###2800-ForceStateChangeOnLock

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.

This setting is not active by default.

Default value:

---
Event: TicketLockUpdate
Module: Kernel::System::Ticket::Event::ForceState
new: open

Ticket::EventModulePost###3000-ResponsibleAutoSet

Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.

Default value:

---
Event: TicketOwnerUpdate
Module: Kernel::System::Ticket::Event::ResponsibleAutoSet

Ticket::EventModulePost###3100-LockAfterCreate

When agent creates a ticket, whether or not the ticket is automatically locked to the agent.

This setting is not active by default.

Default value:

---
Action: AgentTicketPhone|AgentTicketEmail
Event: TicketCreate
Module: Kernel::System::Ticket::Event::LockAfterCreate
Transaction: '1'

Ticket::EventModulePost###3300-TicketPendingTimeReset

Sets the PendingTime of a ticket to 0 if the state is changed to a non-pending state.

Default value:

---
Event: TicketStateUpdate
Module: Kernel::System::Ticket::Event::TicketPendingTimeReset

Ticket::EventModulePost###3600-ForceUnlockOnMove

Forces to unlock tickets after being moved to another queue.

Default value:

---
Event: TicketQueueUpdate
Module: Kernel::System::Ticket::Event::ForceUnlock

Ticket::EventModulePost###4000-TicketArticleNewMessageUpdate

Update Ticket “Seen” flag if every article got seen or a new Article got created.

Default value:

---
Event: ArticleCreate|ArticleFlagSet|ArticleCustomerFlagSet
Module: Kernel::System::Ticket::Event::TicketNewMessageUpdate

Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser

This event module stores attributes from CustomerUser as DynamicFields tickets. Please see DynamicFieldFromCustomerUser::Mapping setting for how to configure the mapping.

This setting is not active by default.

Default value:

---
Event: (TicketCreate|TicketCustomerUpdate)
Module: Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser

Ticket::EventModulePost###4300-EscalationStopEvents

Ticket event module that triggers the escalation stop events.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate
Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents
Transaction: '0'

Ticket::EventModulePost###7000-NotificationEvent

Sends the notifications which are configured in the admin interface under “Ticket Notifications”.

Default value:

---
Event: ''
Module: Kernel::System::Ticket::Event::NotificationEvent
Transaction: '1'

Ticket::EventModulePost###950-TicketAppointments

Triggers add or update of automatic calendar appointments based on certain ticket times.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketPendingTimeUpdate|TicketDynamicFieldUpdate_.*
Module: Kernel::System::Ticket::Event::TicketAppointments
Transaction: '1'

Ticket::EventModulePost###9600-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.

This setting is not active by default.

Default value:

---
Module: Kernel::System::Ticket::Event::TicketDynamicFieldDefault
Transaction: '1'

Ticket::EventModulePost###9700-GenericAgent

Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).

Default value:

---
Event: ''
Module: Kernel::System::Ticket::Event::GenericAgent
Transaction: '1'

Ticket::EventModulePost###9800-TicketProcessSequenceFlows

Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).

Default value:

---
Event: ''
Module: Kernel::System::Ticket::Event::TicketProcessSequenceFlows
Transaction: '1'

Ticket::EventModulePost###9900-GenericInterface

Performs the configured action for each event (as an Invoker) for each configured web service.

Default value:

---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'

Ticket::EventModulePost###9990-EscalationIndex

Updates the ticket escalation index after a ticket attribute got updated.

Default value:

---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketDynamicFieldUpdate|TicketTypeUpdate|TicketServiceUpdate|TicketCustomerUpdate|TicketPriorityUpdate|TicketMerge
Module: Kernel::System::Ticket::Event::TicketEscalationIndex
Transaction: '1'

Core → FAQ

FAQ::Agent::StateTypes

List of state types which can be used in the agent interface.

This setting can not be deactivated.

Default value:

---
- internal
- external
- public

FAQ::CacheTTL

Cache Time To Leave for FAQ items.

This setting can not be deactivated.

Default value:

172800

FAQ::Customer::StateTypes

List of state types which can be used in the external interface.

This setting can not be deactivated.

Default value:

---
- external
- public

FAQ::Default::Language

Default language for FAQ articles on single language mode.

This setting is not active by default.

Default value:

en

FAQ::Default::RootCategoryComment

Default category name.

This setting can not be deactivated.

Default value:

default comment

FAQ::Default::RootCategoryName

Default category name.

This setting can not be deactivated.

Default value:

FAQ

FAQ::Default::State

Default state for FAQ entry.

This setting can not be deactivated.

Default value:

internal (agent)

FAQ::FAQHook

The identifier for a FAQ, e.g. FAQ#, KB#, MyFAQ#. The default is FAQ#.

This setting can not be deactivated.

Default value:

FAQ#

FAQ::MultiLanguage

Enable multiple languages on FAQ module.

This setting can not be deactivated.

Default value:

1

FAQ::Public::StateTypes

List of state types which can be used in the public interface.

This setting can not be deactivated.

Default value:

---
- public

FAQ::TitleSize

Default maximum size of the titles in a FAQ article to be shown.

This setting can not be deactivated.

Default value:

50

FAQ::Voting

Enable voting mechanism on FAQ module.

This setting can not be deactivated.

Default value:

1

Core → FAQ → Approval

FAQ::ApprovalGroup

Group for the approval of FAQ articles.

This setting can not be deactivated.

Default value:

users

FAQ::ApprovalQueue

Queue for the approval of FAQ articles.

This setting can not be deactivated.

Default value:

FAQ_Approval

FAQ::ApprovalRequired

New FAQ articles need approval before they get published.

This setting can not be deactivated.

Default value:

0

FAQ::ApprovalTicketBody

Ticket body for approval of FAQ article.

This setting can not be deactivated.

Default value:

Hi,

a new FAQ article needs your approval before it can be published.

  FAQ#   : <OTRS_FAQ_NUMBER>
  Title  : <OTRS_FAQ_TITLE>
  Author : <OTRS_FAQ_AUTHOR>
  State  : <OTRS_FAQ_STATE>

If you want to do this, click on this link:

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentFAQEdit;ItemID=<OTRS_FAQ_ITEMID>

Your OTRS Notification Master

FAQ::ApprovalTicketDefaultState

Default state of tickets for the approval of FAQ articles.

This setting can not be deactivated.

Default value:

new

FAQ::ApprovalTicketPriority

Default priority of tickets for the approval of FAQ articles.

This setting can not be deactivated.

Default value:

3 normal

FAQ::ApprovalTicketSubject

Ticket subject for approval of FAQ article.

This setting can not be deactivated.

Default value:

FAQ approval required for FAQ# <OTRS_FAQ_NUMBER>

FAQ::ApprovalTicketType

Default type of tickets for the approval of FAQ articles.

This setting can not be deactivated.

Default value:

Unclassified

Core → FAQ → Explorer

FAQ::Explorer::LastChange::Limit

Number of shown items in last changes.

This setting can not be deactivated.

Default value:

3

FAQ::Explorer::LastChange::Show

Show last change items in defined interfaces.

This setting can not be deactivated.

Default value:

---
internal: internal (agent)

FAQ::Explorer::LastChange::ShowSubCategoryItems

Show items of subcategories.

This setting can not be deactivated.

Default value:

1

FAQ::Explorer::LastCreate::Limit

Number of shown items in last created.

This setting can not be deactivated.

Default value:

3

FAQ::Explorer::LastCreate::Show

Show last created items in defined interfaces.

This setting can not be deactivated.

Default value:

---
internal: internal (agent)

FAQ::Explorer::LastCreate::ShowSubCategoryItems

Show items of subcategories.

This setting can not be deactivated.

Default value:

1

FAQ::Explorer::Path::Show

Show FAQ path yes/no.

This setting can not be deactivated.

Default value:

1

FAQ::Explorer::QuickSearch::Show

Interfaces where the quick search should be shown.

This setting can not be deactivated.

Default value:

--- {}

FAQ::Explorer::Top10::Limit

Number of shown items in the top 10 feature.

This setting can not be deactivated.

Default value:

10

FAQ::Explorer::Top10::Show

Show top 10 items in defined interfaces.

This setting can not be deactivated.

Default value:

---
internal: internal (agent)

FAQ::Explorer::Top10::ShowSubCategoryItems

Show items of subcategories.

This setting can not be deactivated.

Default value:

1

Core → FAQ → Item

FAQ::Item::Field1

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Symptom
Prio: '100'
Show: public

FAQ::Item::Field2

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Problem
Prio: '200'
Show: public

FAQ::Item::Field3

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Solution
Prio: '300'
Show: public

FAQ::Item::Field4

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Field4
Prio: '400'
Show: ''

FAQ::Item::Field5

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Field5
Prio: '500'
Show: ''

FAQ::Item::Field6

Definition of FAQ item free text field.

This setting can not be deactivated.

Default value:

---
Caption: Comment
Prio: '600'
Show: internal

FAQ::Item::HTML

Show FAQ Article with HTML.

This setting can not be deactivated.

Default value:

1

Core → FAQ → Item → Voting

FAQ::Item::Voting::Show

Show voting in defined interfaces.

This setting can not be deactivated.

Default value:

---
external: external (customer)
internal: internal (agent)
public: public (public)

Core → FAQ → RelatedArticles

FAQ::Agent::RelatedArticles::Enabled

Enable the related article feature for the agent frontend.

This setting can not be deactivated.

Default value:

1

FAQ::KeywordArticeList::SearchLimit

Limit for the search to build the keyword FAQ article list.

This setting can not be deactivated.

Default value:

5000

Core → FAQ → TicketCompose

FAQ::TicketCompose###IncludeInternal

Include internal fields on a FAQ based Ticket.

This setting can not be deactivated.

Default value:

0

FAQ::TicketCompose###InsertMethod

Defines the information to be inserted in a FAQ based Ticket. “Full FAQ” includes text, attachments and inline images.

This setting can not be deactivated.

Default value:

Full

FAQ::TicketCompose###ShowFieldNames

Include the name of each field in a FAQ based Ticket.

This setting can not be deactivated.

Default value:

1

FAQ::TicketCompose###ShowInsertLinkButton

Show “Insert FAQ Link” Button in AgentFAQZoomSmall for public FAQ Articles.

This setting can not be deactivated.

Default value:

1

FAQ::TicketCompose###ShowInsertTextAndLinkButton

Show “Insert FAQ Text & Link” / “Insert Full FAQ & Link” Button in AgentFAQZoomSmall for public FAQ Articles.

This setting can not be deactivated.

Default value:

1

FAQ::TicketCompose###ShowInsertTextButton

Show “Insert FAQ Text” / “Insert Full FAQ” Button in AgentFAQZoomSmall.

This setting can not be deactivated.

Default value:

1

FAQ::TicketCompose###UpdateArticleSubject

Define if the FAQ title should be concatenated to article subject.

This setting can not be deactivated.

Default value:

1

Core → GoogleChrome

GoogleChrome::Bin

Defines the path to the Google Chrome or Chromium binary.

This setting is not active by default.

Default value:

/usr/bin/chromium

Core → LinkObject

LinkObject::IgnoreLinkedTicketStateTypes

Defines, which tickets of which ticket state types should not be listed in linked ticket lists.

Default value:

---
- merged
- removed

LinkObject::PossibleLink###0200

Links 2 tickets with a “Normal” type link.

Default value:

---
Object1: Ticket
Object2: Ticket
Type: Normal

LinkObject::PossibleLink###0201

Links 2 tickets with a “ParentChild” type link.

Default value:

---
Object1: Ticket
Object2: Ticket
Type: ParentChild

LinkObject::PossibleLink###1200

Links appointments and tickets with a “Normal” type link.

Default value:

---
Object1: Appointment
Object2: Ticket
Type: Normal

LinkObject::PossibleLink###8301

This setting defines that a ‘FAQ’ object can be linked with other ‘FAQ’ objects using the ‘Normal’ link type.

Default value:

---
Object1: FAQ
Object2: FAQ
Type: Normal

LinkObject::PossibleLink###8302

This setting defines that a ‘FAQ’ object can be linked with other ‘FAQ’ objects using the ‘ParentChild’ link type.

Default value:

---
Object1: FAQ
Object2: FAQ
Type: ParentChild

LinkObject::PossibleLink###8303

This setting defines that a ‘FAQ’ object can be linked with other ‘Ticket’ objects using the ‘Normal’ link type.

Default value:

---
Object1: FAQ
Object2: Ticket
Type: Normal

LinkObject::PossibleLink###8304

This setting defines that a ‘FAQ’ object can be linked with other ‘Ticket’ objects using the ‘ParentChild’ link type.

Default value:

---
Object1: FAQ
Object2: Ticket
Type: ParentChild

LinkObject::ShowDeleteButton

Determines if a button to delete a link should be displayed next to each link in each zoom mask.

This setting can not be deactivated.

Default value:

1

LinkObject::StrikeThroughLinkedTicketStateTypes

For these state types the ticket numbers are striked through in the link table.

Default value:

---
- merged

LinkObject::Type###Normal

Defines the link type ‘Normal’. If the source name and the target name contain the same value, the resulting link is a non-directional one; otherwise, the result is a directional link.

This setting can not be deactivated.

Default value:

---
SourceName: Normal
TargetName: Normal

LinkObject::Type###ParentChild

Defines the link type ‘ParentChild’. If the source name and the target name contain the same value, the resulting link is a non-directional one; otherwise, the result is a directional link.

This setting can not be deactivated.

Default value:

---
SourceName: Parent
TargetName: Child

LinkObject::TypeGroup###0001

Defines the link type groups. The link types of the same group cancel one another. Example: If ticket A is linked per a ‘Normal’ link with ticket B, then these tickets could not be additionally linked with link of a ‘ParentChild’ relationship.

Default value:

---
- Normal
- ParentChild

LinkObject::ViewMode

Determines the way the linked objects are displayed in each zoom mask.

This setting can not be deactivated.

Default value:

Simple

Core → Log

CGILogPrefix

Specifies the text that should appear in the log file to denote a CGI script entry.

This setting can not be deactivated.

Default value:

OTRS-CGI

LogModule

Defines the log module for the system. “File” writes all messages in a given logfile, “SysLog” uses the syslog daemon of the system, e.g. syslogd.

This setting can not be deactivated.

Default value:

Kernel::System::Log::SysLog

LogModule::LogFile

If “file” was selected for LogModule, a logfile must be specified. If the file doesn’t exist, it will be created by the system.

This setting can not be deactivated.

Default value:

/tmp/otrs.log

LogModule::LogFile::Date

Adds a suffix with the actual year and month to the OTRS log file. A logfile for every month will be created.

This setting can not be deactivated.

Default value:

0

LogModule::SysLog::Charset

If “SysLog” was selected for LogModule, the charset that should be used for logging can be specified.

This setting can not be deactivated.

Default value:

utf-8

LogModule::SysLog::Facility

If “SysLog” was selected for LogModule, a special log facility can be specified.

This setting can not be deactivated.

Default value:

user

MinimumLogLevel

Set the minimum log level. If you select ‘error’, just errors are logged. With ‘debug’ you get all logging messages. The order of log levels is: ‘debug’, ‘info’, ‘notice’ and ‘error’.

This setting can not be deactivated.

Default value:

error

Core → MailQueue

MailQueue

MailQueue configuration settings.

This setting can not be deactivated.

Default value:

---
IncrementAttemptDelayInMinutes: '2'
ItemMaxAttempts: '3'

Core → PDF

PDF::LogoFile

Specifies the path of the file for the logo in the page header (gif|jpg|png, 700 x 100 pixel).

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/logo-otrs.png

PDF::MaxPages

Defines the maximum number of pages per PDF file.

This setting can not be deactivated.

Default value:

100

PDF::PageSize

Defines the standard size of PDF pages.

This setting can not be deactivated.

Default value:

a4

PDF::TTFontFile###Monospaced

Defines the path and TTF-File to handle monospaced font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSansMono.ttf

PDF::TTFontFile###MonospacedBold

Defines the path and TTF-File to handle bold monospaced font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSansMono-Bold.ttf

PDF::TTFontFile###MonospacedBoldItalic

Defines the path and TTF-File to handle bold italic monospaced font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSansMono-BoldOblique.ttf

PDF::TTFontFile###MonospacedItalic

Defines the path and TTF-File to handle italic monospaced font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSansMono-Oblique.ttf

PDF::TTFontFile###Proportional

Defines the path and TTF-File to handle proportional font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSans.ttf

PDF::TTFontFile###ProportionalBold

Defines the path and TTF-File to handle bold proportional font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSans-Bold.ttf

PDF::TTFontFile###ProportionalBoldItalic

Defines the path and TTF-File to handle bold italic proportional font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSans-BoldOblique.ttf

PDF::TTFontFile###ProportionalItalic

Defines the path and TTF-File to handle italic proportional font in PDF documents.

This setting can not be deactivated.

Default value:

DejaVuSans-Oblique.ttf

Core → Package

Package::AllowLocalModifications

If this setting is enabled, local modifications will not be highlighted as errors in the package manager and support data collector.

This setting is not active by default.

Default value:

0

Package::AllowNotVerifiedPackages

If this setting is enabled, it is possible to install packages which are not verified by OTRS Group. These packages could threaten your whole system!

Default value:

0

Package::FileUpload

Enables file upload in the package manager frontend.

This setting can not be deactivated.

Default value:

1

Package::Proxy

Fetches packages via proxy. Overwrites “WebUserAgent::Proxy”.

This setting is not active by default.

Default value:

http://proxy.sn.no:8001/

Package::RepositoryAccessRegExp

Defines the IP regular expression for accessing the local repository. You need to enable this to have access to your local repository and the package::RepositoryList is required on the remote host.

This setting is not active by default.

Default value:

127\.0\.0\.1

Package::RepositoryList

Defines the list of online repositories. Another installations can be used as repository, for example: Key=”http://example.com/otrs/public.pl?Action=PublicRepository;File=” and Content=”Some Name”.

This setting is not active by default.

Default value:

---
ftp://ftp.example.com/pub/otrs/misc/packages/: '[Example] ftp://ftp.example.com/'

Package::RepositoryRoot

Defines the location to get online repository list for additional packages. The first available result will be used.

This setting is not active by default.

Default value:

--- []

Package::ShowFeatureAddons

Toggles display of OTRS FeatureAddons list in PackageManager.

Default value:

1

Package::Timeout

Sets the timeout (in seconds) for package downloads. Overwrites “WebUserAgent::Timeout”.

This setting can not be deactivated.

Default value:

120

Core → PerformanceLog

PerformanceLog

Enables performance log (to log the page response time). It will affect the system performance. Frontend::Module###AdminPerformanceLog must be enabled.

Default value:

0

PerformanceLog::File

Specifies the path of the file for the performance log.

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/log/Performance.log

PerformanceLog::FileMax

Defines the maximum size (in MB) of the log file.

This setting can not be deactivated.

Default value:

25

Core → Permission

EditAnotherUsersPreferencesGroup

Specifies the group where the user needs rw permissions so that they can edit other users preferences.

This setting can not be deactivated.

Default value:

admin

SwitchToCustomer

Allows the administrators to login as other customers, via the customer user administration panel.

This setting can not be deactivated.

Default value:

0

SwitchToCustomer::PermissionGroup

Specifies the group where the user needs rw permissions so that he can access the “SwitchToCustomer” feature.

This setting can not be deactivated.

Default value:

admin

SwitchToUser

Allows the administrators to login as other users, via the users administration panel.

This setting can not be deactivated.

Default value:

0

System::Customer::Permission

Defines the standard permissions available for customers within the application. If more permissions are needed, you can enter them here. Permissions must be hard coded to be effective. Please ensure, when adding any of the afore mentioned permissions, that the “rw” permission remains the last entry.

This setting can not be deactivated.

Default value:

---
- ro
- rw

System::Permission

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.

This setting can not be deactivated.

Default value:

---
- ro
- move_into
- create
- note
- owner
- priority
- chat_observer
- chat_participant
- chat_owner
- rw

Core → ProcessManagement

Process::ActivityTypes

Defines the activity types which can be used in the system.

Default value:

---
ScriptTask: Script task activity
ServiceTask: Service task activity
UserTask: User task activity

Process::CacheTTL

Cache time in seconds for the DB process backend.

This setting can not be deactivated.

Default value:

3600

Process::DefaultLock

This option defines the process tickets default lock.

This setting can not be deactivated.

Default value:

unlock

Process::DefaultPriority

This option defines the process tickets default priority.

This setting can not be deactivated.

Default value:

3 normal

Process::DefaultQueue

This option defines the process tickets default queue.

This setting can not be deactivated.

Default value:

Raw

Process::DefaultState

This option defines the process tickets default state.

This setting can not be deactivated.

Default value:

new

Process::DynamicFieldProcessManagementActivityID

This option defines the dynamic field in which a Process Management activity entity id is stored.

This setting can not be deactivated.

Default value:

ProcessManagementActivityID

Process::DynamicFieldProcessManagementActivityStatus

This option defines the dynamic field in which the most recent Process Management activity status is stored.

This setting can not be deactivated.

Default value:

ProcessManagementActivityStatus

Process::DynamicFieldProcessManagementProcessID

This option defines the dynamic field in which a Process Management process entity id is stored.

This setting can not be deactivated.

Default value:

ProcessManagementProcessID

Process::Entity::Prefix

Default ProcessManagement entity prefixes for entity IDs that are automatically generated.

This setting can not be deactivated.

Default value:

---
Activity: A
ActivityDialog: AD
Process: P
SequenceFlow: SF
SequenceFlowAction: SFA

Process::NavBarOutput::CacheTTL

Cache time in seconds for the ticket process navigation bar output module.

This setting can not be deactivated.

Default value:

900

ProcessManagement::ActivityDialog::CommunicationChannel###001-Ticket

Allowed communication channels for Activity Dialogs (Internal and Phone as default).

This setting can not be deactivated.

Default value:

---
Internal: '1'
Phone: '1'

ProcessManagement::SequenceFlow::Debug::Enabled

If enabled debugging information for sequence flows is logged.

This setting can not be deactivated.

Default value:

0

ProcessManagement::SequenceFlow::Debug::Filter###00-Default

Filter for debugging sequence flows. Note: More filters can be added in the format <OTRS_TICKET_Attribute> e.g. <OTRS_TICKET_Priority>.

This setting is not active by default.

Default value:

---
<OTRS_TICKET_TicketNumber>: ''
SequenceFlowEntityID: ''

ProcessManagement::SequenceFlow::Debug::LogPriority

Defines the priority in which the information is logged and presented.

This setting is not active by default.

Default value:

debug

Core → Queue

QueuePreferences###ChatChannel

Chat channel to queue mapping.

Default value:

---
Block: Option
Cols: '50'
Desc: Chat channel that will be used for communication related to the tickets in this
  queue.
Label: Chat channel
Module: Kernel::Output::HTML::QueuePreferences::ChatChannel
PrefKey: ChatChannel
Rows: '5'

QueuePreferences###Comment2

Parameters of the example queue attribute Comment2.

This setting is not active by default.

Default value:

---
Block: TextArea
Cols: '50'
Desc: Define the queue comment 2.
Label: Comment2
Module: Kernel::Output::HTML::QueuePreferences::Generic
PrefKey: Comment2
Rows: '5'

Core → ReferenceData

ReferenceData::OwnCountryList

This setting allows you to override the built-in country list with your own list of countries. This is particularly handy if you just want to use a small select group of countries.

This setting is not active by default.

Default value:

---
AT: Austria
CH: Switzerland
DE: Germany

Core → SLA

SLAPreferences###Comment2

Parameters of the example SLA attribute Comment2.

This setting is not active by default.

Default value:

---
Block: TextArea
Cols: '50'
Desc: Define the sla comment 2.
Label: Comment2
Module: Kernel::Output::HTML::SLAPreferences::Generic
PrefKey: Comment2
Rows: '5'

SLAPreferences###FieldSelectionDialogText

Text which is being displayed on selection of this SLA on the new ticket screen.

Default value:

---
Block: TextArea
Cols: '51'
Desc: Is being displayed if a customer chooses this SLA on ticket creation.
Label: Dialog message
Module: Kernel::Output::HTML::SLAPreferences::Generic
PrefKey: FieldSelectionDialogText
Rows: '5'

Core → SMS

SMS::MessageTextLimit

Defines the hard limit for number of characters that can be sent via SMS per message.

This setting can not be deactivated.

Default value:

1600

SMSTemplate::Types

Defines the list of types for SMS templates.

This setting can not be deactivated.

Default value:

---
Answer: Answer
Create: Create
SMSOutbound: SMSOutbound

Core → SOAP

SOAP::Keep-Alive

Enable keep-alive connection header for SOAP responses.

This setting can not be deactivated.

Default value:

0

Core → Service

ServicePreferences###Comment2

Parameters of the example service attribute Comment2.

This setting is not active by default.

Default value:

---
Block: TextArea
Cols: '50'
Desc: Define the service comment 2.
Label: Comment2
Module: Kernel::Output::HTML::ServicePreferences::Generic
PrefKey: Comment2
Rows: '5'

Core → Session

AgentSessionLimit

Sets the maximum number of active agents within the timespan defined in SessionMaxIdleTime.

Default value:

100

AgentSessionLimitPriorWarning

Sets the maximum number of active agents within the timespan defined in SessionMaxIdleTime before a prior warning will be visible for the logged in agents.

This setting is not active by default.

Default value:

90

AgentSessionPerUserLimit

Sets the maximum number of active sessions per agent within the timespan defined in SessionMaxIdleTime.

Default value:

20

CustomerSessionLimit

Sets the maximum number of active customers within the timespan defined in SessionMaxIdleTime.

Default value:

100

CustomerSessionPerUserLimit

Sets the maximum number of active sessions per customers within the timespan defined in SessionMaxIdleTime.

Default value:

20

SessionAgentOnlineThreshold

Defines the period of time (in minutes) before agent is marked as “away” due to inactivity (e.g. in the “Logged-In Users” widget or for the chat).

This setting can not be deactivated.

Default value:

5

SessionCSRFProtection

Protection against CSRF (Cross Site Request Forgery) exploits (for more info see https://en.wikipedia.org/wiki/Cross-site_request_forgery).

This setting can not be deactivated.

Default value:

1

SessionCheckRemoteIP

Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests.

This setting can not be deactivated.

Default value:

1

SessionCustomerOnlineThreshold

Defines the period of time (in minutes) before customer is marked as “away” due to inactivity (e.g. in the “Logged-In Users” widget or for the chat).

This setting can not be deactivated.

Default value:

5

SessionDeleteIfNotRemoteID

Deletes a session if the session id is used with an invalid remote IP address.

This setting can not be deactivated.

Default value:

1

SessionDeleteIfTimeToOld

Deletes requested sessions if they have timed out.

This setting can not be deactivated.

Default value:

1

SessionDir

If “FS” was selected for SessionModule, a directory where the session data will be stored must be specified.

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/sessions

SessionMaxIdleTime

Sets the inactivity time (in seconds) to pass before a session is killed and a user is logged out.

This setting can not be deactivated.

Default value:

7200

SessionMaxTime

Defines the maximal valid time (in seconds) for a session id.

This setting can not be deactivated.

Default value:

57600

SessionModule

Defines the module used to store the session data. With “DB” the frontend server can be splitted from the db server. “FS” is faster.

This setting can not be deactivated.

Default value:

Kernel::System::AuthSession::DB

SessionName

Defines the name of the session key. E.g. Session, SessionID or OTRS. Semicolon, comma, equals, asterisk and white space usage is not allowed.

This setting can not be deactivated.

Default value:

OTRSAgentInterface

SessionTable

If “DB” was selected for SessionModule, a table in database where session data will be stored must be specified.

This setting can not be deactivated.

Default value:

sessions

SessionUseCookieAfterBrowserClose

Stores cookies after the browser has been closed.

This setting can not be deactivated.

Default value:

0

Core → Stats

Stats::DynamicObjectRegistration###Ticket

Module to generate ticket statistics.

Default value:

---
Module: Kernel::System::Stats::Dynamic::Ticket

Stats::DynamicObjectRegistration###TicketAccountedTime

Module to generate accounted time ticket statistics.

Default value:

---
Module: Kernel::System::Stats::Dynamic::TicketAccountedTime

Stats::DynamicObjectRegistration###TicketList

Determines if the statistics module may generate ticket lists.

Default value:

---
Module: Kernel::System::Stats::Dynamic::TicketList

Stats::DynamicObjectRegistration###TicketSolutionResponseTime

Module to generate ticket solution and response time statistics.

Default value:

---
Module: Kernel::System::Stats::Dynamic::TicketSolutionResponseTime

Stats::MaxXaxisAttributes

Defines the default maximum number of X-axis attributes for the time scale.

This setting is not active by default.

Default value:

1000

Stats::StatsHook

Sets the stats hook.

This setting can not be deactivated.

Default value:

Stat#

Stats::StatsStartNumber

Start number for statistics counting. Every new stat increments this number.

This setting can not be deactivated.

Default value:

10000

Core → Stats → Reports

StatsReportConfig::CacheTTL

Cache time in seconds for the statistics reports backend.

This setting can not be deactivated.

Default value:

3600

Core → SystemMaintenance

SystemMaintenance::IsActiveDefaultLoginErrorMessage

Sets the default error message for the login screen in the agent interface, it’s shown when a running system maintenance period is active.

Default value:

We are performing scheduled maintenance. Login is temporarily not available.

SystemMaintenance::IsActiveDefaultLoginMessage

Sets the default message for the login screen in the agent interface, it’s shown when a running system maintenance period is active.

Default value:

We are performing scheduled maintenance. We should be back online shortly.

SystemMaintenance::IsActiveDefaultNotification

Sets the default message for the notification is shown on a running system maintenance period.

Default value:

We are performing scheduled maintenance.

SystemMaintenance::TimeNotifyUpcomingMaintenance

Sets the minutes a notification is shown for notice about upcoming system maintenance period.

Default value:

30

Core → Ticket

AdminTemplate::SubjectMethod###KeepTicketNumber

Defines the behavior for the subject method “overwrite”. If the option is enabled, the ticket number will not be overwritten.

Default value:

0

AgentSelfNotifyOnAction

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

This setting can not be deactivated.

Default value:

0

CustomerNotifyJustToRealCustomer

Sends customer notifications just to the mapped customer.

This setting can not be deactivated.

Default value:

0

DynamicFieldFromCustomerUser::Mapping

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

OTRSEscalationEvents::DecayTime

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

Default value:

1440

StandardTemplate2QueueByCreating

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

This setting is not active by default.

Default value:

--- []

StandardTemplate::Types

Defines the list of types for templates.

Default value:

---
Answer: Answer
Create: Create
Email: Email
Forward: Forward
Note: Note
PhoneCall: Phone call
ProcessDialog: Process dialog

Ticket::ArchiveSystem

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

Ticket::ArchiveSystem::RemoveSeenFlags

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

This setting can not be deactivated.

Default value:

1

Ticket::ArchiveSystem::RemoveTicketWatchers

Removes the ticket watcher information when a ticket is archived.

This setting can not be deactivated.

Default value:

1

Ticket::ChangeOwnerToEveryone

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

Ticket::CustomModule###001-CustomModule

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

Ticket::CustomQueue

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

Ticket::CustomService

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

Ticket::CustomerArchiveSystem

Activates the ticket archive system search in the external interface.

This setting can not be deactivated.

Default value:

0

Ticket::DefineEmailFrom

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

Ticket::DefineEmailFromSeparator

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

This setting can not be deactivated.

Default value:

via

Ticket::Frontend::DefaultRecipientDisplayType

Default display type for recipient (To,Cc) names in the ticket zoom screen of the agent interface.

Default value:

Realname

Ticket::Frontend::DefaultSenderDisplayType

Default display type for sender (From) names in the ticket zoom screen of the agent interface.

Default value:

Realname

Ticket::GenericAgentAllowCustomModuleExecution

Allows generic agent to execute custom modules.

Default value:

1

Ticket::GenericAgentAllowCustomScriptExecution

Allows generic agent to execute custom command line scripts.

Default value:

1

Ticket::GenericAgentRunLimit

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

Default value:

4000

Ticket::GenericAgentTicketSearch###ExtendedSearchCondition

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

Ticket::Hook

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

This setting can not be deactivated.

Default value:

Ticket#

Ticket::HookDivider

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

This setting can not be deactivated.

Default value:

`Ticket::IncludeUnknownTicketCustomers`

Include unknown customers in ticket filter.

This setting can not be deactivated.

Default value:

0

Ticket::IndexModule

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

Ticket::InvalidOwner::StateChange

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

Ticket::MergeDynamicFields

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:

--- []

Ticket::NewArticleIgnoreSystemSender

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

Ticket::NumberGenerator

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

Ticket::NumberGenerator::CheckSystemID

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

Ticket::NumberGenerator::Date::UseFormattedCounter

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

This setting can not be deactivated.

Default value:

0

Ticket::NumberGenerator::MinCounterSize

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

Ticket::PendingAutoStateType

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

This setting can not be deactivated.

Default value:

---
- pending auto

Ticket::PendingNotificationNotToResponsible

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

Ticket::PendingNotificationOnlyToOwner

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

Ticket::PendingReminderStateType

Defines the state type of the reminder for pending tickets.

This setting can not be deactivated.

Default value:

---
- pending reminder

Ticket::Responsible

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

Default value:

0

Ticket::ResponsibleAutoSet

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

Ticket::Service

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

Ticket::Service::Default::UnknownCustomer

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

This setting can not be deactivated.

Default value:

0

Ticket::Service::KeepChildren

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

This setting can not be deactivated.

Default value:

0

Ticket::StateAfterPending

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

Ticket::SubjectFormat

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

Ticket::SubjectFwd

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

Ticket::SubjectRe

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

Ticket::SubjectSize

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

This setting can not be deactivated.

Default value:

100

Ticket::Type

Enables ticket type feature.

This setting can not be deactivated.

Default value:

0

Ticket::Type::Default

Defines the default ticket type.

This setting can not be deactivated.

Default value:

Unclassified

Ticket::UnlockOnAway

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

This setting can not be deactivated.

Default value:

1

Ticket::UnlockStateType

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

Ticket::ViewableLocks

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'''

Ticket::ViewableSenderTypes

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

This setting can not be deactivated.

Default value:

---
- '''customer'''

Ticket::ViewableStateType

Defines the valid state types for a ticket. If a ticket is in a state which have any state type from this setting, this ticket will be considered as open, otherwise as closed.

This setting can not be deactivated.

Default value:

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

Ticket::Watcher

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

Ticket::WatcherGroup

Enables ticket watcher feature only for the listed groups.

This setting is not active by default.

Default value:

---
- admin
- users

Core → Ticket → ACL

ACL::CacheTTL

Cache time in seconds for the DB ACL backend.

This setting can not be deactivated.

Default value:

3600

ACLKeysLevel1Change

Defines which items are available in first level of the ACL structure.

Default value:

---
Possible: Possible
PossibleAdd: PossibleAdd
PossibleNot: PossibleNot

ACLKeysLevel1Match

Defines which items are available in first level of the ACL structure.

Default value:

---
Properties: Properties
PropertiesDatabase: PropertiesDatabase

ACLKeysLevel2::Possible

Defines which items are available in second level of the ACL structure.

Default value:

---
Action: Action
ActivityDialog: ActivityDialog
Endpoint: Endpoint
Process: Process
Ticket: Ticket

ACLKeysLevel2::PossibleAdd

Defines which items are available in second level of the ACL structure.

Default value:

---
Action: Action
ActivityDialog: ActivityDialog
Endpoint: Endpoint
Process: Process
Ticket: Ticket

ACLKeysLevel2::PossibleNot

Defines which items are available in second level of the ACL structure.

Default value:

---
Action: Action
ActivityDialog: ActivityDialog
Endpoint: Endpoint
Process: Process
Ticket: Ticket

ACLKeysLevel2::Properties

Defines which items are available in second level of the ACL structure.

Default value:

---
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

ACLKeysLevel2::PropertiesDatabase

Defines which items are available in second level of the ACL structure.

Default value:

---
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

ACLKeysLevel3::Actions###100-Default

Defines which items are available for ‘Action’ in third level of the ACL structure.

Default value:

---
- AgentAppointmentCalendarOverview
- AgentTicketBounce
- AgentTicketBulk
- AgentTicketClose
- AgentTicketCompose
- AgentTicketCustomer
- AgentTicketForward
- AgentTicketEmail
- AgentTicketEmailOutbound
- AgentTicketEmailResend
- AgentTicketFreeText
- AgentTicketHistory
- AgentTicketLink
- AgentTicketLock
- AgentTicketMerge
- AgentTicketMove
- AgentTicketNote
- AgentTicketOwner
- AgentTicketPending
- AgentTicketPhone
- AgentTicketPhoneInbound
- AgentTicketPhoneOutbound
- AgentTicketPlain
- AgentTicketPrint
- AgentTicketPriority
- AgentTicketProcess
- AgentTicketResponsible
- AgentTicketSearch
- AgentTicketWatcher
- AgentTicketZoom
- AgentLinkObject
- AgentSplitSelection

Ticket::Acl::Module###1-Ticket::Acl::Module

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).

This setting is not active by default.

Default value:

---
Module: Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds
State:
- closed successful
- closed unsuccessful

TicketACL::Debug::Enabled

If enabled debugging information for ACLs is logged.

This setting can not be deactivated.

Default value:

0

TicketACL::Debug::Filter###00-Default

Filter for debugging ACLs. Note: More ticket attributes can be added in the format <OTRS_TICKET_Attribute> e.g. <OTRS_TICKET_Priority>.

This setting is not active by default.

Default value:

---
<OTRS_TICKET_TicketNumber>: ''
ACLName: ''

TicketACL::Debug::LogPriority

Defines the priority in which the information is logged and presented.

This setting is not active by default.

Default value:

debug

TicketACL::Default::Action

Default ACL values for ticket actions.

This setting can not be deactivated.

Default value:

--- {}

Core → Ticket → DynamicFieldDefault

Ticket::TicketDynamicFieldDefault###Element1

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: TicketCreate
Name: Field1
Value: Default

Ticket::TicketDynamicFieldDefault###Element10

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element11

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element12

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element13

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element14

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element15

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element16

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element2

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element3

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element4

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element5

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element6

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element7

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element8

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Ticket::TicketDynamicFieldDefault###Element9

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 (https://doc.otrs.com/doc/), chapter “Ticket Event Module”.

This setting is not active by default.

Default value:

---
Event: ''
Name: ''
Value: ''

Core → Ticket → FulltextSearch

Ticket::SearchIndex::Attribute

Basic fulltext index settings. Execute “bin/otrs.Console.pl Maint::Ticket::FulltextIndex –rebuild” in order to generate a new index.

This setting can not be deactivated.

Default value:

---
WordCountMax: '1000'
WordLengthMax: '30'
WordLengthMin: '3'

Ticket::SearchIndex::Filters

Fulltext index regex filters to remove parts of the text.

This setting can not be deactivated.

Default value:

---
- '[,\&\<\>\?"\!\*\|;\[\]\(\)\+\$\^=]'
- ^[':.]|[':.]$
- ^[^\w]+$

Ticket::SearchIndex::ForceUnfilteredStorage

Force the storage of the original article text in the article search index, without executing filters or applying stop word lists. This will increase the size of the search index and thus may slow down fulltext searches.

This setting can not be deactivated.

Default value:

0

Ticket::SearchIndex::IndexArchivedTickets

Defines whether to index archived tickets for fulltext searches.

This setting can not be deactivated.

Default value:

0

Ticket::SearchIndex::StopWords###Custom

Customizable stop words for fulltext index. These words will be removed from the search index.

This setting is not active by default.

Default value:

---
- MyStopWord

Ticket::SearchIndex::StopWords###de

German stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::StopWords###en

English stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::StopWords###es

Spanish stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::StopWords###fr

French stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::StopWords###it

Italian stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::StopWords###nl

Dutch stop words for fulltext index. These words will be removed from the search index.

Default value:

---
- 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

Ticket::SearchIndex::WarnOnStopWordUsage

Display a warning and prevent search when using stop words within fulltext search.

This setting can not be deactivated.

Default value:

0

Ticket::SearchIndexModule

Helps to extend your articles full-text search (From, To, Cc, Subject and Body search). It 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::FulltextIndex –rebuild”.

This setting can not be deactivated.

Default value:

Kernel::System::Ticket::ArticleSearchIndex::DB

Core → Ticket → Permission

CustomerTicket::Permission###1-GroupCheck

Module to check the group permissions for customer access to tickets.

Default value:

---
Granted: '0'
Module: Kernel::System::Ticket::CustomerPermission::GroupCheck
Required: '1'

CustomerTicket::Permission###2-CustomerUserIDCheck

Module to grant access if the CustomerUserID of the ticket matches the CustomerUserID of the customer.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck
Required: '0'

CustomerTicket::Permission###3-CustomerIDCheck

Module to grant access if the CustomerID of the ticket matches the CustomerID of the customer.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::CustomerPermission::CustomerIDCheck
Required: '0'

CustomerTicket::Permission###4-CustomerGroupCheck

Module to grant access if the CustomerID of the customer has necessary group permissions.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::CustomerPermission::CustomerGroupCheck
Required: '0'

Ticket::Permission###1-OwnerCheck

Module to grant access to the owner of a ticket.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::OwnerCheck
Required: '0'

Ticket::Permission###2-ResponsibleCheck

Module to grant access to the agent responsible of a ticket.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::ResponsibleCheck
Required: '0'

Ticket::Permission###3-GroupCheck

Module to check the group permissions for the access to tickets.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::GroupCheck
Required: '0'

Ticket::Permission###4-WatcherCheck

Module to grant access to the watcher agents of a ticket.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::WatcherCheck
Required: '0'

Ticket::Permission###5-CreatorCheck

Module to grant access to the creator of a ticket.

This setting is not active by default.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::CreatorCheck
Required: '0'

Ticket::Permission###6-InvolvedCheck

Module to grant access to any agent that has been involved in a ticket in the past (based on ticket history entries).

This setting is not active by default.

Default value:

---
Granted: '1'
Module: Kernel::System::Ticket::Permission::InvolvedCheck
Required: '0'

Ticket::Permission::CreatorCheck::Queues

Optional queue limitation for the CreatorCheck permission module. If set, permission is only granted for tickets in the specified queues.

This setting is not active by default.

Default value:

---
Misc: note
Postmaster: ro, move, note
Raw: rw

Ticket::Permission::InvolvedCheck::Queues

Optional queue limitation for the InvolvedCheck permission module. If set, permission is only granted for tickets in the specified queues.

This setting is not active by default.

Default value:

---
Misc: note
Postmaster: ro, move, note
Raw: rw

Ticket::Permission::OwnerCheck::Queues

Optional queue limitation for the OwnerCheck permission module. If set, permission is only granted for tickets in the specified queues.

This setting is not active by default.

Default value:

---
Misc: note
Postmaster: ro, move, note
Raw: rw

Ticket::Permission::ResponsibleCheck::Queues

Optional queue limitation for the ResponsibleCheck permission module. If set, permission is only granted for tickets in the specified queues.

This setting is not active by default.

Default value:

---
Misc: note
Postmaster: ro, move, note
Raw: rw

Core → Time

CalendarWeekDayStart

Define the start day of the week for the date picker.

This setting can not be deactivated.

Default value:

1

MaximumCalendarNumber

Maximum Number of a calendar shown in a dropdown.

This setting is not active by default.

Default value:

50

OTRSTimeZone

Sets the time zone being used internally by OTRS to e. g. store dates and times in the database. WARNING: This setting must not be changed once set and tickets or any other data containing date/time have been created.

This setting can not be deactivated.

Default value:

UTC

ShowUserTimeZoneSelectionNotification

If enabled, users that haven’t selected a time zone yet will be notified to do so. Note: Notification will not be shown if (1) user has not yet selected a time zone and (2) OTRSTimeZone and UserDefaultTimeZone do match and (3) are not set to UTC.

This setting can not be deactivated.

Default value:

1

TimeInputFormat

Defines the date input format used in forms (option or input fields).

This setting can not be deactivated.

Default value:

Option

TimeInputMinutesStep

Defines the available steps in time selections. Select “1 minute” to be able to select all minutes of one hour from 1-59. Select “30 minutes” to only make full and half hours available.

This setting can not be deactivated.

Default value:

1

TimeShowAlwaysLong

Shows time in long format (days, hours, minutes), if enabled; or in short format (days, hours), if not enabled.

This setting can not be deactivated.

Default value:

0

TimeShowCompleteDescription

Shows time use complete description (days, hours, minutes), if enabled; or just first letter (d, h, m), if not enabled.

This setting can not be deactivated.

Default value:

0

TimeVacationDays

Adds the permanent vacation days.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime

Adds the one time vacation days.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours

Defines the hours and week days to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone

This setting is deprecated. Set OTRSTimeZone instead.

This setting is not active by default.

Default value:

+0

UserDefaultTimeZone

Sets the time zone that will be assigned to newly created users and will be used for users that haven’t yet set a time zone. This is the time zone being used as default to convert date and time between the OTRS time zone and the user’s time zone.

This setting can not be deactivated.

Default value:

UTC

Core → Time → Calendar1

CalendarWeekDayStart::Calendar1

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar1

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar1

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar1

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar1

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar1Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 1

Core → Time → Calendar2

CalendarWeekDayStart::Calendar2

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar2

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar2

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar2

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar2

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar2Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 2

Core → Time → Calendar3

CalendarWeekDayStart::Calendar3

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar3

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar3

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar3

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar3

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar3Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 3

Core → Time → Calendar4

CalendarWeekDayStart::Calendar4

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar4

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar4

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar4

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar4

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar4Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 4

Core → Time → Calendar5

CalendarWeekDayStart::Calendar5

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar5

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar5

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar5

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar5

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar5Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 5

Core → Time → Calendar6

CalendarWeekDayStart::Calendar6

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar6

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar6

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar6

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar6

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar6Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 6

Core → Time → Calendar7

CalendarWeekDayStart::Calendar7

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar7

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar7

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar7

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar7

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar7Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 7

Core → Time → Calendar8

CalendarWeekDayStart::Calendar8

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar8

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar8

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar8

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar8

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar8Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 8

Core → Time → Calendar9

CalendarWeekDayStart::Calendar9

Define the start day of the week for the date picker for the indicated calendar.

This setting can not be deactivated.

Default value:

1

TimeVacationDays::Calendar9

Adds the permanent vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'1':
  '1': New Year's Day
'12':
  '24': Christmas Eve
  '25': First Christmas Day
  '26': Second Christmas Day
  '31': New Year's Eve
'5':
  '1': International Workers' Day

TimeVacationDaysOneTime::Calendar9

Adds the one time vacation days for the indicated calendar.

This setting can not be deactivated.

Default value:

---
'2004':
  '1':
    '1': test

TimeWorkingHours::Calendar9

Defines the hours and week days of the indicated calendar, to count the working time.

This setting can not be deactivated.

Default value:

---
Fri:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Mon:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Sat: []
Sun: []
Thu:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Tue:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'
Wed:
- '8'
- '9'
- '10'
- '11'
- '12'
- '13'
- '14'
- '15'
- '16'
- '17'
- '18'
- '19'
- '20'

TimeZone::Calendar9

Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.

This setting is not active by default.

Default value:

UTC

TimeZone::Calendar9Name

Defines the name of the indicated calendar.

This setting can not be deactivated.

Default value:

Calendar Name 9

Core → Web

Frontend::Module###AdminSystemConfigurationUser

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Configuration User Settings

Core → WebUserAgent

WebUserAgent::DisableSSLVerification

Turns off SSL certificate validation, for example if you use a transparent HTTPS proxy. Use at your own risk!

This setting can not be deactivated.

Default value:

0

WebUserAgent::Proxy

Defines the connections for http/ftp, via a proxy.

This setting is not active by default.

Default value:

http://proxy.sn.no:8001/

WebUserAgent::Timeout

Sets the timeout (in seconds) for http/ftp downloads.

This setting can not be deactivated.

Default value:

15

Daemon

Daemon::PID::Path

If enabled the daemon will use this directory to create its PID files. Note: Please stop the daemon before any change and use this setting only if <$OTRSHome>/var/run/ can not be used.

This setting is not active by default.

Default value:

/opt/otrs/var/run/

Daemon → Log

Daemon::Log::DaysToKeep

Defines the number of days to keep the daemon log files.

This setting is not active by default.

Default value:

1

Daemon::Log::RotationType

Type of daemon log rotation to use: Choose ‘OTRS’ to let OTRS system to handle the file rotation, or choose ‘External’ to use a 3rd party rotation mechanism (i.e. logrotate). Note: External rotation mechanism requires its own and independent configuration.

This setting can not be deactivated.

Default value:

otrs

Daemon::Log::STDERR

If enabled the daemon will redirect the standard error stream to a log file.

This setting can not be deactivated.

Default value:

1

Daemon::Log::STDOUT

If enabled the daemon will redirect the standard output stream to a log file.

This setting can not be deactivated.

Default value:

0

Daemon → ModuleRegistration

DaemonModules###SchedulerCronTaskManager

The daemon registration for the scheduler cron task manager.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::Daemon::DaemonModules::SchedulerCronTaskManager

DaemonModules###SchedulerFutureTaskManager

The daemon registration for the scheduler future task manager.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::Daemon::DaemonModules::SchedulerFutureTaskManager

DaemonModules###SchedulerGenericAgentTaskManager

The daemon registration for the scheduler generic agent task manager.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::Daemon::DaemonModules::SchedulerGenericAgentTaskManager

DaemonModules###SchedulerTaskWorker

The daemon registration for the scheduler task worker.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker

DaemonModules###SystemConfigurationSyncManager

The daemon registration for the configuration deployment sync manager.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::Daemon::DaemonModules::SystemConfigurationSyncManager

Daemon → SchedulerCronTaskManager → Task

Daemon::SchedulerCronTaskManager::Task###AccessTokenDeleteExpired

Delete expired access-tokens.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::AccessToken
Params:
- --purge
Schedule: 00 01 * * *
TaskName: AccessTokenDeleteExpired

Daemon::SchedulerCronTaskManager::Task###AccessTokenGenerateNewKey

Generate new access-token key, and from now on all new tokens will use this key, and also purges the older ones.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::AccessToken::Keys
Params:
- --generate
- --keep
- '3'
Schedule: 00 04 * * *
TaskName: AccessTokenGenerateNewKey

Daemon::SchedulerCronTaskManager::Task###ArticleSearchIndexRebuild

Checks for articles that needs to be updated in the article search index.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker
Params:
- --children
- '4'
- --limit
- '20000'
Schedule: '* * * * *'
TaskName: ArticleSearchIndexRebuild

Daemon::SchedulerCronTaskManager::Task###CachePurgeTrash

Flush trash directory of the cache.

Default value:

---
Function: PurgeTrash
MaximumParallelInstances: '1'
Module: Kernel::System::Cache
Params: []
Schedule: '*/10 * * * *'
TaskName: CachePurgeTrash

Daemon::SchedulerCronTaskManager::Task###CommunicationLogDelete

Checks for communication log entries to be deleted.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Log::CommunicationLog
Params:
- --purge
Schedule: 00 03 * * *
TaskName: CommunicationLogDelete

Daemon::SchedulerCronTaskManager::Task###ConfigurationDeploymentCleanup

Removes old system configuration deployments (Sunday mornings).

This setting can not be deactivated.

Default value:

---
Function: ConfigurationDeployCleanup
MaximumParallelInstances: '1'
Module: Kernel::System::SysConfig
Params: []
Schedule: 40 0 * * 0
TaskName: ConfigurationDeploymentCleanup

Daemon::SchedulerCronTaskManager::Task###ContractCheck

Checks the contract status of the system.

This setting can not be deactivated.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::SystemContract::ContractStatusCheck
Params: []
Schedule: '*/5 * * * *'
TaskName: ContractCheck

Daemon::SchedulerCronTaskManager::Task###CoreCacheCleanup

Delete expired cache from core modules.

Default value:

---
Function: CleanUp
MaximumParallelInstances: '1'
Module: Kernel::System::Cache
Params:
- Expired
- '1'
Schedule: 20 0 * * 0
TaskName: CoreCacheCleanup

Daemon::SchedulerCronTaskManager::Task###Custom1

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom1

Daemon::SchedulerCronTaskManager::Task###Custom2

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom2

Daemon::SchedulerCronTaskManager::Task###Custom3

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom3

Daemon::SchedulerCronTaskManager::Task###Custom4

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom4

Daemon::SchedulerCronTaskManager::Task###Custom5

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom5

Daemon::SchedulerCronTaskManager::Task###Custom6

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom6

Daemon::SchedulerCronTaskManager::Task###Custom7

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom7

Daemon::SchedulerCronTaskManager::Task###Custom8

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom8

Daemon::SchedulerCronTaskManager::Task###Custom9

Executes a custom command or module. Note: if module is used, function is required.

This setting is not active by default.

Default value:

---
Function: ''
MaximumParallelInstances: '1'
Module: ''
Params: []
Schedule: '* * * * *'
TaskName: Custom9

Daemon::SchedulerCronTaskManager::Task###EscalationCheck

Triggers ticket escalation events and notification events for escalation.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck
Params: []
Schedule: '*/5 * * * *'
TaskName: EscalationCheck

Daemon::SchedulerCronTaskManager::Task###FetchMail

Fetch emails via fetchmail.

This setting is not active by default.

Default value:

---
Function: Fetch
MaximumParallelInstances: '1'
Module: Kernel::System::FetchMail
Params: []
Schedule: '*/5 * * * *'
TaskName: FetchMail

Daemon::SchedulerCronTaskManager::Task###FetchMailSSL

Fetch emails via fetchmail (using SSL).

This setting is not active by default.

Default value:

---
Function: Fetch
MaximumParallelInstances: '1'
Module: Kernel::System::FetchMail
Params:
- SSL
- '1'
Schedule: '*/5 * * * *'
TaskName: FetchMailSSL

Daemon::SchedulerCronTaskManager::Task###GenerateDashboardStats

Generate dashboard statistics.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate
Params: []
Schedule: 5 * * * *
TaskName: GenerateDashboardStats

Daemon::SchedulerCronTaskManager::Task###GenericAgentFile1

Run file based generic agent jobs (Note: module name needs to be specified in -configuration-module param e.g. “Kernel::System::GenericAgent”).

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericAgent::Run
Params:
- --configuration-module
- <ModuleName>
Schedule: '*/20 * * * *'
TaskName: GenericAgentFile1

Daemon::SchedulerCronTaskManager::Task###GenericAgentFile2

Run file based generic agent jobs (Note: module name needs to be specified in -configuration-module param e.g. “Kernel::System::GenericAgent”).

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericAgent::Run
Params:
- --configuration-module
- <ModuleName>
Schedule: '*/20 * * * *'
TaskName: GenericAgentFile2

Daemon::SchedulerCronTaskManager::Task###GenericAgentFile3

Run file based generic agent jobs (Note: module name needs to be specified in -configuration-module param e.g. “Kernel::System::GenericAgent”).

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericAgent::Run
Params:
- --configuration-module
- <ModuleName>
Schedule: '*/20 * * * *'
TaskName: GenericAgentFile3

Daemon::SchedulerCronTaskManager::Task###GenericAgentFile4

Run file based generic agent jobs (Note: module name needs to be specified in -configuration-module param e.g. “Kernel::System::GenericAgent”).

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericAgent::Run
Params:
- --configuration-module
- <ModuleName>
Schedule: '*/20 * * * *'
TaskName: GenericAgentFile4

Daemon::SchedulerCronTaskManager::Task###GenericAgentFile5

Run file based generic agent jobs (Note: module name needs to be specified in -configuration-module param e.g. “Kernel::System::GenericAgent”).

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericAgent::Run
Params:
- --configuration-module
- <ModuleName>
Schedule: '*/20 * * * *'
TaskName: GenericAgentFile5

Daemon::SchedulerCronTaskManager::Task###GeneticInterfaceDebugLogCleanup

Removes old generic interface debug log entries created before the specified amount of days.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::GenericInterface::DebugLog::Cleanup
Params:
- --created-before-days
- '14'
Schedule: 02 03 * * *
TaskName: GeneticInterfaceDebugLogCleanup

Daemon::SchedulerCronTaskManager::Task###IndexMaintenance

Verify indices structure and index missing documents.

This setting can not be deactivated.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::DocumentSearch::IndexWorker
Params:
- --verify-index
Schedule: '*/1 * * * *'
TaskName: IndexMaintenance

Daemon::SchedulerCronTaskManager::Task###LoaderCacheDelete

Delete expired loader cache weekly (Sunday mornings).

Default value:

---
Function: CacheDelete
MaximumParallelInstances: '1'
Module: Kernel::System::Loader
Params: []
Schedule: 30 0 * * 0
TaskName: LoaderCacheDelete

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Fetch incoming emails from configured mail accounts.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch
Params: []
Schedule: '*/10 * * * *'
TaskName: MailAccountFetch

Daemon::SchedulerCronTaskManager::Task###MailQueueSend

Checks for queued outgoing emails to be sent.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Email::MailQueue
Params:
- --send
Schedule: '* * * * *'
TaskName: MailQueueSend

Daemon::SchedulerCronTaskManager::Task###NotificationViewDeleteExpired

Delete expired notifications from Notification View screen.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::NotificationView::DeleteExpired
Params:
- --user-type
- Customer
Schedule: 00 02 * * *
TaskName: NotificationViewDeleteExpired

Daemon::SchedulerCronTaskManager::Task###RegistrationUpdateSend

Sends registration information to OTRS group.

This setting can not be deactivated.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Registration::UpdateSend
Params: []
Schedule: 30 * * * *
TaskName: RegistrationUpdateSend

Daemon::SchedulerCronTaskManager::Task###RemoveClosedChats

Remove closed chats older than ChatEngine::ChatTTL.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Chat::Cleanup::Closed
Params: []
Schedule: 7 23 * * *
TaskName: RemoveClosedChats

Daemon::SchedulerCronTaskManager::Task###RemoveOldChats

Remove old chats.

This setting is not active by default.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Chat::Cleanup::Old
Params: []
Schedule: 15 3 * * 0
TaskName: RemoveClosedChats

Daemon::SchedulerCronTaskManager::Task###RenewCustomerSMIMECertificates

Renew existing SMIME certificates from customer backend. Note: SMIME and SMIME::FetchFromCustomer needs to be enabled in SysConfig and customer backend needs to be configured to fetch UserSMIMECertificate attribute.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::SMIME::CustomerCertificate::Renew
Params: []
Schedule: 02 02 * * *
TaskName: RenewCustomerSMIMECertificates

Daemon::SchedulerCronTaskManager::Task###SessionDeleteExpired

Delete expired sessions.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Session::DeleteExpired
Params: []
Schedule: 55 */2 * * *
TaskName: SessionDeleteExpired

Daemon::SchedulerCronTaskManager::Task###SpoolMailsReprocess

Reprocess mails from spool directory that could not be imported in the first place.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::PostMaster::SpoolMailsReprocess
Params: []
Schedule: 10 0 * * *
TaskName: SpoolMailsReprocess

Daemon::SchedulerCronTaskManager::Task###StatsReportsGenerateCron

Generate statistics reports.

This setting can not be deactivated.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Stats::Reports::GenerateCron
Params: []
Schedule: '*/10 * * * *'
TaskName: StatsReportsGenerateCron

Daemon::SchedulerCronTaskManager::Task###SupportDataCollectAsynchronous

Collect support data for asynchronous plug-in modules.

This setting can not be deactivated.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::SupportData::CollectAsynchronous
Params: []
Schedule: 1 * * * *
TaskName: SupportDataCollectAsynchronous

Daemon::SchedulerCronTaskManager::Task###TicketAcceleratorRebuild

Rebuild the ticket index for AgentTicketQueue.

Default value:

---
Function: TicketAcceleratorRebuild
MaximumParallelInstances: '1'
Module: Kernel::System::Ticket
Params: []
Schedule: 01 01 * * *
TaskName: TicketAcceleratorRebuild

Daemon::SchedulerCronTaskManager::Task###TicketDraftDeleteExpired

Delete expired ticket draft entries.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::FormDraft::Delete
Params:
- --object-type
- Ticket
- --expired
Schedule: 55 * * * *
TaskName: TicketDraftDeleteExpired

Daemon::SchedulerCronTaskManager::Task###TicketNumberCounterCleanup

Removes old ticket number counters (each 10 minutes).

This setting can not be deactivated.

Default value:

---
Function: TicketNumberCounterCleanup
MaximumParallelInstances: '1'
Module: Kernel::System::Ticket::Number::AutoIncrement
Params: []
Schedule: '*/10 * * * *'
TaskName: TicketNumberCounterCleanup

Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck

Process pending tickets.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Ticket::PendingCheck
Params: []
Schedule: 45 */2 * * *
TaskName: TicketPendingCheck

Daemon::SchedulerCronTaskManager::Task###TicketUnlockTimeout

Unlock tickets that are past their unlock timeout.

Default value:

---
Function: Execute
MaximumParallelInstances: '1'
Module: Kernel::System::Console::Command::Maint::Ticket::UnlockTimeout
Params: []
Schedule: 35 * * * *
TaskName: TicketUnlockTimeout

Daemon::SchedulerCronTaskManager::Task###WebUploadCacheCleanup

Delete expired upload cache hourly.

Default value:

---
Function: FormIDCleanUp
MaximumParallelInstances: '1'
Module: Kernel::System::Web::UploadCache
Params: []
Schedule: 46 * * * *
TaskName: WebUploadCacheCleanup

Daemon → SchedulerGenericAgentTaskManager

Daemon::SchedulerGenericAgentTaskManager::SleepTime

Defines a sleep time in microseconds between tickets while they are been processed by a job.

This setting can not be deactivated.

Default value:

0

Daemon::SchedulerGenericAgentTaskManager::TicketLimit

Defines the maximum number of affected tickets per job.

This setting can not be deactivated.

Default value:

4000

Daemon → SchedulerGenericInterfaceTaskManager

Daemon::SchedulerGenericInterfaceTaskManager::FutureTaskTimeDiff

Defines the default the number of seconds (from current time) to re-schedule a generic interface failed task.

This setting can not be deactivated.

Default value:

300

Daemon → SchedulerTaskWorker

Daemon::SchedulerTaskWorker::MaximumWorkers

Defines the maximum number of tasks to be executed as the same time. Note: Options below 5 might result in a slow processing of the tasks and are not recommended.

This setting can not be deactivated.

Default value:

5

Daemon::SchedulerTaskWorker::NotificationRecipientEmail

Specifies the email addresses to get notification messages from scheduler tasks.

Default value:

root@localhost

Frontend → Admin

Events###Appointment

List of all appointment events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- AppointmentCreate
- AppointmentUpdate
- AppointmentDelete
- AppointmentNotification

Events###Article

List of all article events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- ArticleCreate
- ArticleUpdate
- ArticleSend
- ArticleBounce
- ArticleAgentNotification
- ArticleCustomerNotification
- ArticleAutoResponse
- ArticleFlagSet
- ArticleFlagDelete
- ArticleCustomerFlagSet
- ArticleCustomerFlagDelete
- ArticleAgentNotification
- ArticleCustomerNotification
- ArticleEmailSendingQueued
- ArticleEmailSendingSent
- ArticleEmailSendingError

Events###Calendar

List of all calendar events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- CalendarCreate
- CalendarUpdate

Events###CustomerCompany

List of all CustomerCompany events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- CustomerCompanyAdd
- CustomerCompanyUpdate

Events###CustomerUser

List of all CustomerUser events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- CustomerUserAdd
- CustomerUserUpdate

Events###DynamicField

List of all DynamicField events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- DynamicFieldAdd
- DynamicFieldUpdate
- DynamicFieldDelete

Events###LinkObject

List of all LinkObject events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- LinkObjectLinkAdd
- LinkObjectLinkDelete

Events###Package

List of all Package events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- PackageInstall
- PackageReinstall
- PackageUpgrade
- PackageUninstall

Events###Queue

List of all queue events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- QueueCreate
- QueueUpdate

Events###Ticket

List of all ticket events to be displayed in the GUI.

This setting can not be deactivated.

Default value:

---
- TicketCreate
- TicketDelete
- TicketTitleUpdate
- TicketUnlockTimeoutUpdate
- TicketQueueUpdate
- TicketTypeUpdate
- TicketServiceUpdate
- TicketSLAUpdate
- TicketCustomerUpdate
- TicketPendingTimeUpdate
- TicketLockUpdate
- TicketArchiveFlagUpdate
- TicketStateUpdate
- TicketOwnerUpdate
- TicketResponsibleUpdate
- TicketPriorityUpdate
- HistoryAdd
- HistoryDelete
- TicketAccountTime
- TicketMerge
- TicketSubscribe
- TicketUnsubscribe
- TicketFlagSet
- TicketCustomerFlagSet
- TicketFlagDelete
- TicketCustomerFlagDelete
- EscalationResponseTimeNotifyBefore
- EscalationUpdateTimeNotifyBefore
- EscalationSolutionTimeNotifyBefore
- EscalationResponseTimeStart
- EscalationUpdateTimeStart
- EscalationSolutionTimeStart
- EscalationResponseTimeStop
- EscalationUpdateTimeStop
- EscalationSolutionTimeStop
- NotificationNewTicket
- NotificationFollowUp
- NotificationLockTimeout
- NotificationOwnerUpdate
- NotificationResponsibleUpdate
- NotificationAddNote
- NotificationMove
- NotificationPendingReminder
- NotificationEscalation
- NotificationEscalationNotifyBefore
- NotificationServiceUpdate

Frontend → Admin → ModuleRegistration

Frontend::Module###Admin

Frontend module registration for the agent interface.

Default value:

---
Description: Admin Area.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: ''

Frontend::Module###AdminACL

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Access Control Lists (ACL)

Frontend::Module###AdminAppointmentCalendarManage

Frontend module registration for the agent interface.

Default value:

---
Description: Calendar manage screen.
Group:
- admin
GroupRo: []
NavBarName: Calendar
Title: Manage Calendars

Frontend::Module###AdminAppointmentNotificationEvent

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Appointment Notifications

Frontend::Module###AdminAttachment

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Attachments

Frontend::Module###AdminAutoResponse

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Auto Responses

Frontend::Module###AdminChatChannel

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Chat Channels

Frontend::Module###AdminCloudServiceSMS

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: SMS

Frontend::Module###AdminCloudServices

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Cloud Services

Frontend::Module###AdminCommunicationLog

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Communication Log GUI

Frontend::Module###AdminContactWithData

Frontend module registration for the agent interface.

Default value:

---
Description: Admin contact with data.
Group:
- admin
GroupRo: []
NavBarName: Ticket
Title: Admin Contact With Data

Frontend::Module###AdminCustomPage

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Custom Page

Frontend::Module###AdminCustomerCompany

Frontend module registration for the agent interface.

Default value:

---
Description: Edit Customer Companies.
Group:
- admin
- users
GroupRo: []
NavBarName: Customers
Title: Customer Companies

Frontend::Module###AdminCustomerGroup

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customers ↔ Groups

Frontend::Module###AdminCustomerUser

Frontend module registration for the agent interface.

Default value:

---
Description: Edit Customer Users.
Group:
- admin
- users
GroupRo: []
NavBarName: Customers
Title: Customer Users

Frontend::Module###AdminCustomerUserCustomer

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Customers

Frontend::Module###AdminCustomerUserGroup

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Groups

Frontend::Module###AdminCustomerUserService

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Customer Users ↔ Services

Frontend::Module###AdminDynamicField

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Dynamic Fields GUI

Frontend::Module###AdminDynamicFieldCheckbox

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Checkbox Backend GUI

Frontend::Module###AdminDynamicFieldContactWithData

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Contact Data Backend GUI

Frontend::Module###AdminDynamicFieldDateTime

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Date Time Backend GUI

Frontend::Module###AdminDynamicFieldDropdown

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Drop-down Backend GUI

Frontend::Module###AdminDynamicFieldInvalid

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Invalid Backend GUI

Frontend::Module###AdminDynamicFieldMultiselect

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Multiselect Backend GUI

Frontend::Module###AdminDynamicFieldText

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Dynamic Fields Text Backend GUI

Frontend::Module###AdminEmail

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Notification

Frontend::Module###AdminExternalHomePage

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin External Home Page

Frontend::Module###AdminExternalLayout

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin External Interface Layout

Frontend::Module###AdminGenericAgent

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: GenericAgent

Frontend::Module###AdminGenericInterfaceDebugger

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Debugger GUI

Frontend::Module###AdminGenericInterfaceErrorHandlingDefault

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface ErrorHandling GUI

Frontend::Module###AdminGenericInterfaceErrorHandlingRequestRetry

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface ErrorHandling GUI

Frontend::Module###AdminGenericInterfaceInvokerDefault

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Invoker GUI

Frontend::Module###AdminGenericInterfaceInvokerEvent

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Invoker Event GUI

Frontend::Module###AdminGenericInterfaceMappingSimple

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service Mapping GUI

Frontend::Module###AdminGenericInterfaceMappingXSLT

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service Mapping GUI

Frontend::Module###AdminGenericInterfaceOperationDefault

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Operation GUI

Frontend::Module###AdminGenericInterfaceOperationRPC

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface RPC Operation GUI

Frontend::Module###AdminGenericInterfaceTransportHTTPREST

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface TransportHTTPREST GUI

Frontend::Module###AdminGenericInterfaceTransportHTTPSOAP

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface TransportHTTPSOAP GUI

Frontend::Module###AdminGenericInterfaceWebservice

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: GenericInterface Web Service GUI

Frontend::Module###AdminGenericInterfaceWebserviceHistory

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: GenericInterface Web Service History GUI

Frontend::Module###AdminGroup

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Groups

Frontend::Module###AdminInit

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Initialization

Frontend::Module###AdminLog

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Log

Frontend::Module###AdminMailAccount

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Mail Accounts

Frontend::Module###AdminNotificationEvent

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Ticket Notifications

Frontend::Module###AdminPGP

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: PGP Key Management

Frontend::Module###AdminPackageManager

Frontend module registration for the agent interface.

Default value:

---
Description: Software Package Manager.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Package Manager

Frontend::Module###AdminPerformanceLog

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Performance Log

Frontend::Module###AdminPostMasterFilter

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: PostMaster Filters

Frontend::Module###AdminPriority

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Priorities

Frontend::Module###AdminProcessManagement

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Process Management

Frontend::Module###AdminProcessManagementActivity

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Activity GUI

Frontend::Module###AdminProcessManagementActivityDialog

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Activity Dialog GUI

Frontend::Module###AdminProcessManagementPath

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Path GUI

Frontend::Module###AdminProcessManagementSequenceFlow

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Sequence Flow GUI

Frontend::Module###AdminProcessManagementSequenceFlowAction

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Process Management Sequence Flow Action GUI

Frontend::Module###AdminQueue

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Queues

Frontend::Module###AdminQueueAutoResponse

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Queues ↔ Auto Responses

Frontend::Module###AdminQueueSMSTemplates

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SMS Templates ↔ Queues

Frontend::Module###AdminQueueTemplates

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates ↔ Queues

Frontend::Module###AdminRegistration

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Registration

Frontend::Module###AdminRole

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Roles

Frontend::Module###AdminRoleGroup

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Roles ↔ Groups

Frontend::Module###AdminRoleUser

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents ↔ Roles

Frontend::Module###AdminSLA

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Service Level Agreements

Frontend::Module###AdminSMIME

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: S/MIME Management

Frontend::Module###AdminSMSTemplate

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SMS Templates

Frontend::Module###AdminSalutation

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Salutations

Frontend::Module###AdminSelectBox

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: SQL Box

Frontend::Module###AdminService

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Services

Frontend::Module###AdminServiceCatalogue

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue.

Frontend::Module###AdminServiceCatalogueCategories

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue Categories

Frontend::Module###AdminServiceCatalogueItems

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Admin Customer Service Catalogue Items

Frontend::Module###AdminSession

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Session Management

Frontend::Module###AdminSignature

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Signatures

Frontend::Module###AdminState

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: States

Frontend::Module###AdminSupportDataCollector

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Support Data Collector

Frontend::Module###AdminSystemAddress

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Email Addresses

Frontend::Module###AdminSystemConfiguration

Frontend module registration for the agent interface.

This setting can not be deactivated.

Default value:

---
Description: Admin.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Configuration

Frontend::Module###AdminSystemConfigurationDeployment

Frontend module registration for the agent interface.

Default value:

---
Description: Manage System Configuration Deployments.
Group:
- admin
- users
GroupRo: []
NavBarName: SystemConfiguration
Title: System Configuration Deployment

Frontend::Module###AdminSystemConfigurationGroup

Frontend module registration for the agent interface.

This setting can not be deactivated.

Default value:

---
Description: Admin.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Configuration Group

Frontend::Module###AdminSystemMaintenance

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: System Maintenance

Frontend::Module###AdminTemplate

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates

Frontend::Module###AdminTemplateAttachment

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Templates ↔ Attachments

Frontend::Module###AdminType

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Types

Frontend::Module###AdminUser

Frontend module registration for the agent interface.

Default value:

---
Description: Create and manage agents.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents

Frontend::Module###AdminUserGroup

Frontend module registration for the agent interface.

Default value:

---
Description: This module is part of the admin area of OTRS.
Group:
- admin
GroupRo: []
NavBarName: Admin
Title: Agents ↔ Groups

Frontend::Module###AgentDaemonInfo

Frontend module registration for the agent interface.

Default value:

---
Description: Admin
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Shows information on how to start OTRS Daemon

Frontend::NavBarModule###11-AdminContactWithData

Agent frontend module registration (disable ‘Edit contacts with data’ link if if there is no source field configured).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AdminContactWithData

Frontend → Admin → ModuleRegistration → AdminOverview

Frontend::NavigationModule###Admin

Admin area navigation for the agent interface.

Default value:

---
Block: ''
Description: Admin modules overview.
Group:
- admin
GroupRo: []
IconBig: ''
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: ''

Frontend::NavigationModule###AdminACL

Admin area navigation for the agent interface.

Default value:

---
Block: Automation
Description: Configure and manage ACLs.
Group:
- admin
GroupRo: []
IconBig: fa-check-square-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Access Control Lists (ACL)

Frontend::NavigationModule###AdminAppointmentCalendarManage

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Create and manage calendars.
Group:
- admin
GroupRo: []
IconBig: fa-calendar
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Calendars

Frontend::NavigationModule###AdminAppointmentNotificationEvent

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Create and manage appointment notifications.
Group:
- admin
GroupRo: []
IconBig: fa-bell-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Appointment Notifications

Frontend::NavigationModule###AdminAttachment

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage attachments.
Group:
- admin
GroupRo: []
IconBig: fa-paperclip
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Attachments

Frontend::NavigationModule###AdminAutoResponse

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage responses that are automatically sent.
Group:
- admin
GroupRo: []
IconBig: fa-reply
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Auto Responses

Frontend::NavigationModule###AdminChatChannel

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Create and manage chat channels.
Group:
- admin
GroupRo: []
IconBig: fa-comments-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Chat Channels

Frontend::NavigationModule###AdminCloudServices

Admin area navigation for the agent interface.

Default value:

---
Block: OTRSGroup
Description: Manage OTRS Group cloud services.
Group:
- admin
GroupRo: []
IconBig: fa-cloud
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Cloud Services

Frontend::NavigationModule###AdminCommunicationLog

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Display communication log entries.
Group:
- admin
GroupRo: []
IconBig: fa-table
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Communication Log

Frontend::NavigationModule###AdminCustomPage

Admin area navigation for the agent interface.

Default value:

---
Block: External
Description: Manage Custom Pages.
Group:
- admin
GroupRo: []
IconBig: fa-file-text-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Custom Pages

Frontend::NavigationModule###AdminCustomerCompany

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Create and manage customers.
Group:
- admin
- users
GroupRo: []
IconBig: fa-building-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customers

Frontend::NavigationModule###AdminCustomerGroup

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link customers to groups.
Group:
- admin
GroupRo: []
IconBig: fa-building-o
IconSmall: fa-users
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customers ↔ Groups

Frontend::NavigationModule###AdminCustomerUser

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Create and manage customer users.
Group:
- admin
- users
GroupRo: []
IconBig: fa-male
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customer Users

Frontend::NavigationModule###AdminCustomerUserCustomer

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link customer users to customers.
Group:
- admin
GroupRo: []
IconBig: fa-male
IconSmall: fa-building-o
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customer Users ↔ Customers

Frontend::NavigationModule###AdminCustomerUserGroup

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link customer users to groups.
Group:
- admin
GroupRo: []
IconBig: fa-male
IconSmall: fa-users
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customer Users ↔ Groups

Frontend::NavigationModule###AdminCustomerUserService

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link customer users to services.
Group:
- admin
GroupRo: []
IconBig: fa-male
IconSmall: fa-wrench
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customer Users ↔ Services

Frontend::NavigationModule###AdminDynamicField

Admin area navigation for the agent interface.

Default value:

---
Block: Automation
Description: Create and manage dynamic fields.
Group:
- admin
GroupRo: []
IconBig: fa-align-left
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Dynamic Fields

Frontend::NavigationModule###AdminEmail

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Send notifications to users.
Group:
- admin
GroupRo: []
IconBig: fa-quote-right
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Admin Notification

Frontend::NavigationModule###AdminExternalHomePage

Admin area navigation for the agent interface.

Default value:

---
Block: External
Description: Manage the Home Page.
Group:
- admin
GroupRo: []
IconBig: fa-home
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Home Page

Frontend::NavigationModule###AdminExternalLayout

Admin area navigation for the agent interface.

Default value:

---
Block: External
Description: Manage the Layout.
Group:
- admin
GroupRo: []
IconBig: fa-paint-brush
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Layout

Frontend::NavigationModule###AdminGenericAgent

Admin area navigation for the agent interface.

Default value:

---
Block: Automation
Description: Manage tasks triggered by event or time based execution.
Group:
- admin
GroupRo: []
IconBig: fa-database
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: GenericAgent

Frontend::NavigationModule###AdminGenericInterfaceWebservice

Admin area navigation for the agent interface.

Default value:

---
Block: Automation
Description: Create and manage web services.
Group:
- admin
GroupRo: []
IconBig: ''
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Web Services

Frontend::NavigationModule###AdminGroup

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Create and manage groups.
Group:
- admin
GroupRo: []
IconBig: fa-users
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Groups

Frontend::NavigationModule###AdminLog

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: View system log messages.
Group:
- admin
GroupRo: []
IconBig: fa-file-text-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: System Log

Frontend::NavigationModule###AdminMailAccount

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Manage POP3 or IMAP accounts to fetch email from.
Group:
- admin
GroupRo: []
IconBig: fa-envelope-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: PostMaster Mail Accounts

Frontend::NavigationModule###AdminNotificationEvent

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Create and manage ticket notifications.
Group:
- admin
GroupRo: []
IconBig: fa-bell-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Ticket Notifications

Frontend::NavigationModule###AdminPGP

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Manage PGP keys for email encryption.
Group:
- admin
GroupRo: []
IconBig: fa-user-secret
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: PGP Keys

Frontend::NavigationModule###AdminPackageManager

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Update and extend your system with software packages.
Group:
- admin
GroupRo: []
IconBig: fa-plug
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Package Manager

Frontend::NavigationModule###AdminPerformanceLog

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: View performance benchmark results.
Group:
- admin
GroupRo: []
IconBig: fa-bar-chart
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Performance Log

Frontend::NavigationModule###AdminPostMasterFilter

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Filter incoming emails.
Group:
- admin
GroupRo: []
IconBig: fa-filter
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: PostMaster Filters

Frontend::NavigationModule###AdminPriority

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage ticket priorities.
Group:
- admin
GroupRo: []
IconBig: fa-list-ol
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Priorities

Frontend::NavigationModule###AdminProcessManagement

Admin area navigation for the agent interface.

Default value:

---
Block: Automation
Description: Configure Processes.
Group:
- admin
GroupRo: []
IconBig: fa-sitemap
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Process Management

Frontend::NavigationModule###AdminQueue

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage queues.
Group:
- admin
GroupRo: []
IconBig: fa-folder
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Queues

Frontend::NavigationModule###AdminQueueAutoResponse

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Link queues to auto responses.
Group:
- admin
GroupRo: []
IconBig: fa-reply
IconSmall: fa-folder
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Queues ↔ Auto Responses

Frontend::NavigationModule###AdminQueueSMSTemplates

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Link SMS templates to queues.
Group:
- admin
GroupRo: []
IconBig: fa-mobile
IconSmall: fa-folder
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: SMS Templates ↔ Queues

Frontend::NavigationModule###AdminQueueTemplates

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Link templates to queues.
Group:
- admin
GroupRo: []
IconBig: fa-file-text-o
IconSmall: fa-folder
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Templates ↔ Queues

Frontend::NavigationModule###AdminRegistration

Admin area navigation for the agent interface.

Default value:

---
Block: OTRSGroup
Description: Manage system registration.
Group:
- admin
GroupRo: []
IconBig: fa-edit
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: System Registration

Frontend::NavigationModule###AdminRole

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Create and manage roles.
Group:
- admin
GroupRo: []
IconBig: fa-circle-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Roles

Frontend::NavigationModule###AdminRoleGroup

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link roles to groups.
Group:
- admin
GroupRo: []
IconBig: fa-circle-o
IconSmall: fa-users
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Roles ↔ Groups

Frontend::NavigationModule###AdminRoleUser

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link agents to roles.
Group:
- admin
GroupRo: []
IconBig: fa-user
IconSmall: fa-circle-o
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Agents ↔ Roles

Frontend::NavigationModule###AdminSLA

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage Service Level Agreements (SLAs).
Group:
- admin
GroupRo: []
IconBig: fa-ticket
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Service Level Agreements

Frontend::NavigationModule###AdminSMIME

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Manage S/MIME certificates for email encryption.
Group:
- admin
GroupRo: []
IconBig: fa-user-secret
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: S/MIME Certificates

Frontend::NavigationModule###AdminSMSTemplate

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage SMS templates.
Group:
- admin
GroupRo: []
IconBig: fa-mobile
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: SMS Templates

Frontend::NavigationModule###AdminSalutation

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage salutations.
Group:
- admin
GroupRo: []
IconBig: fa-comment-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Salutations

Frontend::NavigationModule###AdminSelectBox

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Execute SQL statements.
Group:
- admin
GroupRo: []
IconBig: fa-terminal
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: SQL Box

Frontend::NavigationModule###AdminService

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage services.
Group:
- admin
GroupRo: []
IconBig: fa-wrench
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Services

Frontend::NavigationModule###AdminServiceCatalogue

Admin area navigation for the agent interface.

Default value:

---
Block: External
Description: Manage Customer Service Catalogue.
Group:
- admin
GroupRo: []
IconBig: fa-sitemap
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Customer Service Catalogue

Frontend::NavigationModule###AdminSession

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Manage existing sessions.
Group:
- admin
GroupRo: []
IconBig: fa-clock-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Session Management

Frontend::NavigationModule###AdminSignature

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage signatures.
Group:
- admin
GroupRo: []
IconBig: fa-file-text-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Signatures

Frontend::NavigationModule###AdminState

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage ticket states.
Group:
- admin
GroupRo: []
IconBig: fa-ticket
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: States

Frontend::NavigationModule###AdminSupportDataCollector

Admin area navigation for the agent interface.

Default value:

---
Block: OTRSGroup
Description: Manage support data.
Group:
- admin
GroupRo: []
IconBig: fa-search
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Support Data Collector

Frontend::NavigationModule###AdminSystemAddress

Admin area navigation for the agent interface.

Default value:

---
Block: Communication
Description: Set sender email addresses for this system.
Group:
- admin
GroupRo: []
IconBig: fa-at
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Email Addresses

Frontend::NavigationModule###AdminSystemConfiguration

Admin area navigation for the agent interface.

This setting can not be deactivated.

Default value:

---
Block: Administration
Description: Edit the system configuration settings.
Group:
- admin
GroupRo: []
IconBig: ''
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: System Configuration

Frontend::NavigationModule###AdminSystemMaintenance

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: Schedule a maintenance period.
Group:
- admin
GroupRo: []
IconBig: fa-wrench
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: System Maintenance

Frontend::NavigationModule###AdminTemplate

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage templates.
Group:
- admin
GroupRo: []
IconBig: fa-file-text-o
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Templates

Frontend::NavigationModule###AdminTemplateAttachment

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Link templates to attachments.
Group:
- admin
GroupRo: []
IconBig: fa-paperclip
IconSmall: fa-file-text-o
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Templates ↔ Attachments

Frontend::NavigationModule###AdminType

Admin area navigation for the agent interface.

Default value:

---
Block: Ticket
Description: Create and manage ticket types.
Group:
- admin
GroupRo: []
IconBig: fa-ticket
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Types

Frontend::NavigationModule###AdminUser

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Create and manage agents.
Group:
- admin
GroupRo: []
IconBig: fa-user
IconSmall: ''
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Agents

Frontend::NavigationModule###AdminUserGroup

Admin area navigation for the agent interface.

Default value:

---
Block: Users
Description: Link agents to groups.
Group:
- admin
GroupRo: []
IconBig: fa-user
IconSmall: fa-users
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: Agents ↔ Groups

Frontend::NavigationModule###AgentFAQCategory

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: FAQ Category Management.
Group:
- admin
GroupRo: []
IconBig: fa-question
IconSmall: fa-list
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: FAQ Category

Frontend::NavigationModule###AgentFAQLanguage

Admin area navigation for the agent interface.

Default value:

---
Block: Administration
Description: FAQ Language Management.
Group:
- admin
GroupRo: []
IconBig: fa-question
IconSmall: fa-language
Module: Kernel::Output::HTML::NavBar::ModuleAdmin
Name: FAQ Language

Frontend → Admin → ModuleRegistration → Loader

Loader::Module::Admin###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.css
JavaScript:
- Core.Agent.Admin.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js

Loader::Module::AdminACL###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ACL.css
JavaScript:
- Core.Agent.Admin.ACL.js

Loader::Module::AdminAppointmentCalendarManage###002-Calendar

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AppointmentCalendar.Manage.css
- thirdparty/spectrum-1.8.0/spectrum.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- thirdparty/spectrum-1.8.0/spectrum.js
- Core.Agent.Admin.AppointmentCalendar.Manage.js

Loader::Module::AdminAppointmentNotificationEvent###002-Calendar

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.NotificationEvent.css
JavaScript:
- Core.Agent.Admin.NotificationEvent.js

Loader::Module::AdminAttachment###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Attachment.js

Loader::Module::AdminAutoResponse###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.AutoResponse.js

Loader::Module::AdminCloudServiceSMS###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.CloudService.SMS.css
JavaScript:
- Core.Agent.Admin.CloudServiceSMS.js

Loader::Module::AdminCloudServices###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.CloudServices.css

Loader::Module::AdminCommunicationLog###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.CommunicationLog.css
JavaScript:
- Core.Agent.Admin.CommunicationLog.js
- thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js
- Core.UI.Table.Sort.js

Loader::Module::AdminCustomPage###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomPage.js
- Core.UI.InputFields.js

Loader::Module::AdminCustomerCompany###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomerCompany.js

Loader::Module::AdminCustomerGroup###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomerGroup.js

Loader::Module::AdminCustomerUser###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.SwitchToCustomerAction.js
- Core.Agent.Admin.CustomerUser.js

Loader::Module::AdminCustomerUserCustomer###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomerUserService.js

Loader::Module::AdminCustomerUserGroup###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomerGroup.js

Loader::Module::AdminCustomerUserService###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.CustomerUserService.js

Loader::Module::AdminDynamicField###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldCheckbox###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldCheckbox.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldContactWithData###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDropdown.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldDateTime###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDateTime.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldDropdown###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldDropdown.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldInvalid###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldMultiselect###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.DynamicField.css
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldMultiselect.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminDynamicFieldText###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.DynamicField.js
- Core.Agent.Admin.DynamicFieldText.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminExternalHomePage###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ExternalHomePage.css
- thirdparty/spectrum-1.8.0/spectrum.css
JavaScript:
- thirdparty/spectrum-1.8.0/spectrum.js
- Core.UI.InputFields.js
- Core.Agent.Admin.ExternalHomePage.js

Loader::Module::AdminExternalLayout###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ExternalHomePage.css
- Core.Agent.Admin.ExternalLayout.css
- thirdparty/spectrum-1.8.0/spectrum.css
JavaScript:
- thirdparty/spectrum-1.8.0/spectrum.js
- Core.UI.InputFields.js
- Core.Agent.Admin.ExternalLayout.js

Loader::Module::AdminGenericAgent###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.GenericAgent.js

Loader::Module::AdminGenericInterfaceDebugger###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceDebugger.js

Loader::Module::AdminGenericInterfaceErrorHandlingDefault###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceErrorHandling.js

Loader::Module::AdminGenericInterfaceErrorHandlingRequestRetry###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceErrorHandling.js
- Core.Agent.Admin.GenericInterfaceErrorHandlingRequestRetry.js

Loader::Module::AdminGenericInterfaceInvokerDefault###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceInvoker.js

Loader::Module::AdminGenericInterfaceInvokerEvent###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceInvokerEvent.js

Loader::Module::AdminGenericInterfaceMappingSimple###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceMapping.js

Loader::Module::AdminGenericInterfaceMappingXSLT###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceMappingXSLT.js

Loader::Module::AdminGenericInterfaceOperationDefault###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceOperation.js

Loader::Module::AdminGenericInterfaceOperationRPC###001-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceOperation.js

Loader::Module::AdminGenericInterfaceTransportHTTPREST###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceTransportHTTPREST.js

Loader::Module::AdminGenericInterfaceTransportHTTPSOAP###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
- Core.Agent.SortedTree.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceTransportHTTPSOAP.js
- Core.Agent.SortedTree.js

Loader::Module::AdminGenericInterfaceWebservice###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceWebservice.js

Loader::Module::AdminGenericInterfaceWebserviceHistory###002-GenericInterface

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.GenericInterface.css
JavaScript:
- Core.Agent.Admin.GenericInterfaceWebserviceHistory.js

Loader::Module::AdminGroup###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Group.js

Loader::Module::AdminLog###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Log.js

Loader::Module::AdminMailAccount###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.MailAccount.js

Loader::Module::AdminNotificationEvent###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.NotificationEvent.css
JavaScript:
- Core.Agent.Admin.NotificationEvent.js

Loader::Module::AdminPGP###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.PGP.js

Loader::Module::AdminPackageManager###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.PackageManager.css
JavaScript:
- Core.Agent.Admin.PackageManager.js

Loader::Module::AdminPerformanceLog###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.PerformanceLog.css

Loader::Module::AdminPostMasterFilter###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.PostMasterFilter.css
JavaScript:
- Core.Agent.Admin.PostMasterFilter.js

Loader::Module::AdminPriority###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Priority.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminProcessManagement###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- thirdparty/jsplumb-1.6.4/jsplumb.js
- thirdparty/farahey-0.5/farahey.js
- thirdparty/jsplumb-labelspacer/label-spacer.js
- Core.Agent.Admin.ProcessManagement.js
- Core.Agent.Admin.ProcessManagement.Canvas.js
- Core.UI.AllocationList.js

Loader::Module::AdminProcessManagementActivity###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.Agent.Admin.ProcessManagement.ModuleConfiguration.MultiLanguageRichText.js
- Core.UI.AllocationList.js

Loader::Module::AdminProcessManagementActivityDialog###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.UI.AllocationList.js

Loader::Module::AdminProcessManagementPath###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js
- Core.UI.AllocationList.js

Loader::Module::AdminProcessManagementSequenceFlow###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.js

Loader::Module::AdminProcessManagementSequenceFlowAction###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ProcessManagement.css
JavaScript:
- Core.Agent.Admin.ProcessManagement.ModuleConfiguration.MultiLanguageRichText.js
- Core.Agent.Admin.ProcessManagement.js

Loader::Module::AdminQueue###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Queue.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminQueueAutoResponse###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.QueueAutoResponse.js

Loader::Module::AdminQueueSMSTemplates###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.QueueSMSTemplates.js

Loader::Module::AdminQueueTemplates###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.QueueTemplates.js

Loader::Module::AdminRegistration###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.Registration.css
JavaScript:
- Core.Agent.Admin.Registration.js

Loader::Module::AdminRole###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Role.js

Loader::Module::AdminRoleGroup###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.RoleGroup.js

Loader::Module::AdminRoleUser###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.RoleUser.js

Loader::Module::AdminSLA###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SLA.js

Loader::Module::AdminSMIME###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SMIME.js

Loader::Module::AdminSMSTemplate###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SMSTemplate.js

Loader::Module::AdminSalutation###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Salutation.js

Loader::Module::AdminSelectBox###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SelectBox.js

Loader::Module::AdminService###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Service.js

Loader::Module::AdminServiceCatalogue###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.ServiceCatalogue.css

Loader::Module::AdminServiceCatalogueCategories###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.ServiceCatalogue.Categories.js

Loader::Module::AdminServiceCatalogueItems###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.ServiceCatalogue.Items.js

Loader::Module::AdminSession###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Session.js

Loader::Module::AdminSignature###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Signature.js

Loader::Module::AdminState###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.State.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminSupportDataCollector###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.SupportDataCollector.css
JavaScript:
- Core.Agent.Admin.SupportDataCollector.js

Loader::Module::AdminSystemAddress###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SystemAddress.js

Loader::Module::AdminSystemConfiguration###001-Framework

Loader module registration for the agent interface.

This setting can not be deactivated.

Default value:

---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js
- Core.SystemConfiguration.DateTime.js
- Core.SystemConfiguration.VacationDays.js
- Core.SystemConfiguration.VacationDaysOneTime.js
- Core.SystemConfiguration.WorkingHours.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js

Loader::Module::AdminSystemConfigurationDeployment###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.Agent.Admin.SystemConfiguration.js

Loader::Module::AdminSystemConfigurationGroup###001-Framework

Loader module registration for the agent interface.

This setting can not be deactivated.

Default value:

---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js
- Core.SystemConfiguration.DateTime.js
- Core.SystemConfiguration.VacationDays.js
- Core.SystemConfiguration.VacationDaysOneTime.js
- Core.SystemConfiguration.WorkingHours.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js

Loader::Module::AdminSystemConfigurationUser###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- thirdparty/clipboardjs-1.7.1/clipboard.min.js
- Core.SystemConfiguration.js
- Core.Form.js
- Core.Agent.Admin.SystemConfiguration.js
- Core.Agent.Admin.SystemConfigurationUser.js

Loader::Module::AdminSystemMaintenance###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.SystemMaintenance.js

Loader::Module::AdminTemplate###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Template.js

Loader::Module::AdminTemplateAttachment###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.TemplateAttachment.js

Loader::Module::AdminType###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.Type.js
- Core.Agent.Admin.SysConfig.Entity.js

Loader::Module::AdminUserGroup###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Admin.UserGroup.js

Frontend → Admin → ModuleRegistration → MainMenu

Frontend::Navigation###Admin###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: a
  Block: ItemArea
  Description: Admin modules overview.
  Group:
  - admin
  GroupRo: []
  Link: Action=Admin
  LinkOption: ''
  Name: Admin
  NavBar: Admin
  Prio: '10000'
  Type: Menu

Frontend::Navigation###AdminACL###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminAppointmentCalendarManage###002-Calendar

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Manage different calendars.
  Group:
  - admin
  GroupRo: []
  Link: Action=AdminAppointmentCalendarManage
  LinkOption: ''
  Name: Manage Calendars
  NavBar: Calendar
  Prio: '9000'
  Type: ''

Frontend::Navigation###AdminAppointmentNotificationEvent###002-Calendar

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminAttachment###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminAutoResponse###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminChatChannel###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCloudServiceSMS###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCloudServices###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCommunicationLog###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminContactWithData###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ''
  Description: Edit contacts with data.
  Group:
  - admin
  GroupRo: []
  Link: Action=AdminContactWithData
  LinkOption: ''
  Name: Edit contacts with data
  NavBar: Ticket
  Prio: '900'
  Type: ''

Frontend::Navigation###AdminCustomPage###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCustomerCompany###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Create and manage customers.
  Group:
  - admin
  - users
  GroupRo: []
  Link: Action=AdminCustomerCompany;Nav=Agent
  LinkOption: ''
  Name: Customer Administration
  NavBar: Customers
  Prio: '9100'
  Type: ''

Frontend::Navigation###AdminCustomerGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCustomerUser###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Create and manage customer users.
  Group:
  - admin
  - users
  GroupRo: []
  Link: Action=AdminCustomerUser;Nav=Agent
  LinkOption: ''
  Name: Customer User Administration
  NavBar: Customers
  Prio: '9000'
  Type: ''

Frontend::Navigation###AdminCustomerUserCustomer###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCustomerUserGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminCustomerUserService###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminDynamicField###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminEmail###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminExternalHomePage###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminExternalLayout###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminGenericAgent###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminGenericInterfaceDebugger###002-GenericInterface

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminGenericInterfaceWebservice###002-GenericInterface

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminLog###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminMailAccount###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminNotificationEvent###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminPGP###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminPackageManager###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminPerformanceLog###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminPostMasterFilter###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminPriority###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminProcessManagement###002-ProcessManagement

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminQueue###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminQueueAutoResponse###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminQueueSMSTemplates###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminQueueTemplates###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminRegistration###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminRole###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminRoleGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminRoleUser###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSLA###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSMIME###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSMSTemplate###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSalutation###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSelectBox###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminService###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminServiceCatalogue###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminServiceCatalogueCategories###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminServiceCatalogueItems###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSession###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSignature###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminState###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSupportDataCollector###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSystemAddress###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSystemConfiguration###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSystemConfigurationDeployment###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSystemConfigurationGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminSystemMaintenance###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminTemplate###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminTemplateAttachment###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminType###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminUser###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AdminUserGroup###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend → Admin → View → ContactWithData

AdminContactWithData::RunInitialWildcardSearch

Runs an initial wildcard search of the existing contacts with data when accessing the AdminContactWithData module.

This setting can not be deactivated.

Default value:

1

Frontend → Admin → View → CustomPage

Frontend::Admin::AdminCustomPage###RichText

Uses richtext for viewing and editing ticket notification.

Default value:

1

Frontend::Admin::AdminCustomPage###RichTextHeight

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

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

Default value:

320

Frontend::Admin::AdminCustomPage###RichTextWidth

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

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

Default value:

620

Frontend → Admin → View → CustomerCompany

AdminCustomerCompany::RunInitialWildcardSearch

Runs an initial wildcard search of the existing customer company when accessing the AdminCustomerCompany module.

This setting can not be deactivated.

Default value:

1

Frontend → Admin → View → CustomerUser

AdminCustomerUser::RunInitialWildcardSearch

Runs an initial wildcard search of the existing customer users when accessing the AdminCustomerUser module.

This setting can not be deactivated.

Default value:

1

AdminCustomerUser::UseAutoComplete

Controls if the autocomplete field will be used for the customer ID selection in the AdminCustomerUser interface.

This setting can not be deactivated.

Default value:

0

Frontend → Admin → View → NotificationEvent

AppointmentNotification::Transport###Email

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '1'
Icon: fa fa-envelope
Module: Kernel::System::Calendar::Event::Transport::Email
Name: Email
Prio: '100'

AppointmentNotification::Transport###NotificationView

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '0'
Icon: fa fa-th-list
Module: Kernel::System::Calendar::Event::Transport::NotificationView
Name: Web View
Prio: '110'

AppointmentNotification::Transport###SMS

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '0'
Icon: fa fa-mobile
Module: Kernel::System::Calendar::Event::Transport::SMS
Name: SMS (Short Message Service)
Prio: '120'

Frontend::Admin::AdminAppointmentNotificationEvent###EventObjectTypes

Defines the event object types that will be handled via AdminAppointmentNotificationEvent.

Default value:

---
- Calendar
- Appointment

Frontend::Admin::AdminAppointmentNotificationEvent###RichText

Uses richtext for viewing and editing ticket notification.

Default value:

1

Frontend::Admin::AdminAppointmentNotificationEvent###RichTextHeight

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

Default value:

320

Frontend::Admin::AdminAppointmentNotificationEvent###RichTextWidth

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

Default value:

620

Frontend::Admin::AdminNotificationEvent###RichText

Uses richtext for viewing and editing ticket notification.

Default value:

1

Frontend::Admin::AdminNotificationEvent###RichTextHeight

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

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

Default value:

320

Frontend::Admin::AdminNotificationEvent###RichTextWidth

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

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

Default value:

620

Notification::CharactersPerLine

Defines the number of character per line used in case an HTML article preview replacement on TemplateGenerator for EventNotifications.

This setting can not be deactivated.

Default value:

80

Notification::Transport###Email

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '1'
Icon: fa fa-envelope
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::Email
Name: Email
Prio: '100'

Notification::Transport###NotificationView

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '0'
Icon: fa fa-th-list
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::NotificationView
Name: Web View
Prio: '110'

Notification::Transport###SMS

Defines all the parameters for this notification transport.

Default value:

---
AgentEnabledByDefault: '0'
Icon: fa fa-mobile
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::SMS
Name: SMS (Short Message Service)
Prio: '120'

Frontend → Admin → View → SelectBox

AdminSelectBox::AllowDatabaseModification

Controls if the admin is allowed to make changes to the database via AdminSelectBox.

This setting can not be deactivated.

Default value:

0

Frontend → Admin → View → SysConfig

ConfigLevel

Sets the configuration level of the administrator. Depending on the config level, some sysconfig options will be not shown. The config levels are in in ascending order: Expert, Advanced, Beginner. The higher the config level is (e.g. Beginner is the highest), the less likely is it that the user can accidentally configure the system in a way that it is not usable any more.

This setting can not be deactivated.

Default value:

100

Frontend → Agent

AgentLoginLogo

The logo shown on top of the login box of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.

Default value:

---
StyleHeight: 70px
URL: skins/Agent/default/img/loginlogo_default.png

AgentLogo

The logo shown in the header of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.

Default value:

---
StyleHeight: 50px
StyleRight: 30px
StyleTop: 20px
StyleWidth: 120px
URL: skins/Agent/default/img/loginlogo_default.png

AgentLogoCustom###default

The logo shown in the header of the agent interface for the skin “default”. See “AgentLogo” for further description.

This setting is not active by default.

Default value:

---
StyleHeight: 50px
StyleRight: 30px
StyleTop: 20px
StyleWidth: 120px
URL: skins/Agent/default/img/loginlogo_default.png

AgentLogoCustom###highcontrast

The logo shown in the header of the agent interface for the skin “High Contrast”. See “AgentLogo” for further description.

Default value:

---
StyleHeight: 50px
StyleRight: 25px
StyleTop: 20px
StyleWidth: 50px
URL: skins/Agent/highcontrast/img/otrs-signet-white.png

AgentLogoCustom###slim

The logo shown in the header of the agent interface for the skin “slim”. See “AgentLogo” for further description.

Default value:

---
StyleHeight: 30px
StyleRight: 15px
StyleTop: 13px
StyleWidth: 30px
URL: skins/Agent/default/img/otrs-signet.png

AutoComplete::Agent###CustomerSearch

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search Customer
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

AutoComplete::Agent###Default

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

AutoComplete::Agent###DynamicFieldContactWithData

Defines the config options for the autocompletion feature.

This setting can not be deactivated.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

AutoComplete::Agent###UserSearch

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search User
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

CustomerDBLink

Defines an external link to the database of the customer (e.g. ‘http://yourhost/customer.php?CID=[% Data.CustomerID %]’ or ‘’).

This setting can not be deactivated.

Default value:

[% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID | uri %]

CustomerDBLinkClass

Defines the target attribute in the link to external customer database. E.g. ‘AsPopup PopupType_TicketAction’.

This setting can not be deactivated.

Default value:

`CustomerDBLinkTarget`

Defines the target attribute in the link to external customer database. E.g. ‘target=”cdb”’.

This setting can not be deactivated.

Default value:

`DefaultOverviewColumns`

General ticket data shown in the ticket overviews (fall-back). Note that TicketNumber can not be disabled, because it is necessary.

This setting can not be deactivated.

Default value:

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

Frontend::AvatarEngine

Define which avatar engine should be used for the agent avatar on the header and the sender images in AgentTicketZoom. If ‘None’ is selected, initials will be displayed instead. Please note that selecting anything other than ‘None’ will transfer the encrypted email address of the particular user to an external service.

This setting can not be deactivated.

Default value:

Gravatar

Frontend::CommonParam###Action

Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.

This setting can not be deactivated.

Default value:

AgentDashboard

Frontend::CommonParam###QueueID

Default queue ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

0

Frontend::CommonParam###TicketID

Default ticket ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

`Frontend::CustomerUser::Item###1-GoogleMaps`

Defines a customer item, which generates a google maps icon at the end of a customer info block.

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

Default value:

---
Attributes: UserStreet;UserCity;UserCountry;
CSS: Core.Agent.CustomerUser.GoogleMaps.css
CSSClass: GoogleMaps
IconName: fa-globe
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserStreet;UserCity;
Target: _blank
Text: Location
URL: https://maps.google.com/maps?z=7&q=

Frontend::CustomerUser::Item###15-OpenTickets

Customer item (icon) which shows the open tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.

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

Default value:

---
Action: AgentTicketSearch
Attributes: StateType=Open;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '0'
IconNameNoOpenTicket: fa-check-circle
IconNameOpenTicket: fa-exclamation-circle
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Open tickets (customer)

Frontend::CustomerUser::Item###16-OpenTicketsForCustomerUserLogin

Customer item (icon) which shows the open tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.

This setting is not active by default.

Default value:

---
Action: AgentTicketSearch
Attributes: StateType=Open;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '1'
IconNameNoOpenTicket: fa-check-circle
IconNameOpenTicket: fa-exclamation-circle
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Open tickets (customer user)

Frontend::CustomerUser::Item###17-ClosedTickets

Customer item (icon) which shows the closed tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.

This setting is not active by default.

Default value:

---
Action: AgentTicketSearch
Attributes: StateType=Closed;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '0'
IconNameNoOpenTicket: fa-power-off
IconNameOpenTicket: fa-power-off
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Closed tickets (customer)

Frontend::CustomerUser::Item###18-ClosedTicketsForCustomerUserLogin

Customer item (icon) which shows the closed tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.

This setting is not active by default.

Default value:

---
Action: AgentTicketSearch
Attributes: StateType=Closed;
CSS: Core.Agent.CustomerUser.OpenTicket.css
CSSClassNoOpenTicket: NoOpenTicket
CSSClassOpenTicket: OpenTicket
CustomerUserLogin: '1'
IconNameNoOpenTicket: fa-power-off
IconNameOpenTicket: fa-power-off
Module: Kernel::Output::HTML::CustomerUser::GenericTicket
Subaction: Search
Target: _blank
Text: Closed tickets (customer user)

Frontend::CustomerUser::Item###2-Google

Defines a customer item, which generates a google icon at the end of a customer info block.

This setting is not active by default.

Default value:

---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.Google.css
CSSClass: Google
IconName: fa-google
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: Google
URL: https://google.com/search?q=

Frontend::CustomerUser::Item###2-LinkedIn

Defines a customer item, which generates a LinkedIn icon at the end of a customer info block.

This setting is not active by default.

Default value:

---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.LinkedIn.css
CSSClass: LinkedIn
IconName: fa-linkedin
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: LinkedIn
URL: https://www.linkedin.com/commonSearch?type=people&keywords=

Frontend::CustomerUser::Item###3-XING

Defines a customer item, which generates a XING icon at the end of a customer info block.

This setting is not active by default.

Default value:

---
Attributes: UserFirstname;UserLastname;
CSS: Core.Agent.CustomerUser.Xing.css
CSSClass: Xing
IconName: fa-xing
Module: Kernel::Output::HTML::CustomerUser::Generic
Required: UserFirstname;UserLastname;
Target: _blank
Text: XING
URL: https://www.xing.com/app/search?op=search;keywords=

Frontend::Gravatar::ArticleDefaultImage

Define which avatar default image should be used for the article view if no gravatar is assigned to the mail address. Check https://gravatar.com/site/implement/images/ for further information.

This setting can not be deactivated.

Default value:

mp

Frontend::Gravatar::DefaultImage

Define which avatar default image should be used for the current agent if no gravatar is assigned to the mail address of the agent. Check https://gravatar.com/site/implement/images/ for further information.

This setting can not be deactivated.

Default value:

mp

Frontend::HeaderMetaModule###100-Refresh

Defines the module to generate code for periodic page reloads.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::HeaderMeta::Refresh

Frontend::HeaderMetaModule###2-TicketSearch

Module to generate html OpenSearch profile for short ticket search in the agent interface.

Default value:

---
Action: AgentTicketSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentTicketSearch

Frontend::HeaderMetaModule###3-FAQSearch

Module to generate html OpenSearch profile for short FAQ search.

Default value:

---
Action: AgentFAQSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentFAQSearch

InfoFile

File that is displayed in the Kernel::Modules::AgentInfo module, if located under Kernel/Output/HTML/Templates/Standard/AgentInfo.tt.

This setting can not be deactivated.

Default value:

AgentInfo

InfoKey

Defines the key to be checked with Kernel::Modules::AgentInfo module. If this user preferences key is true, the message is accepted by the system.

This setting can not be deactivated.

Default value:

wpt22

LoginURL

Defines an alternate login URL for the agent interface.

This setting is not active by default.

Default value:

http://host.example.com/login.html

LogoutURL

Defines an alternate logout URL for the agent interface.

This setting is not active by default.

Default value:

http://host.example.com/thanks-for-using-otrs.html

LostPassword

Activates lost password feature for agents, in the agent interface.

This setting can not be deactivated.

Default value:

1

ModernizeFormFields

Use new type of select and autocomplete fields in agent interface, where applicable (InputFields).

This setting can not be deactivated.

Default value:

1

NewTicketInNewWindow::Enabled

If enabled, TicketPhone and TicketEmail will be open in new windows.

This setting can not be deactivated.

Default value:

0

NoTimelineViewAutoArticle

Disables automatic opening of the last customer article in the timeline view in AgentTicketZoom.

This setting can not be deactivated.

Default value:

0

NotificationBodyLostPassword

Defines the body text for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

Hi <OTRS_USERFIRSTNAME>,

Here's your new OTRS password.

New password: <OTRS_NEWPW>

You can log in via the following URL:

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl

NotificationBodyLostPasswordToken

Defines the body text for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

Hi <OTRS_USERFIRSTNAME>,

You or someone impersonating you has requested to change your OTRS
password.

If you want to do this, click on the link below. You will receive another email containing the password.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=LostPassword;Token=<OTRS_TOKEN>

If you did not request a new password, please ignore this email.

NotificationSubjectLostPassword

Defines the subject for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

New OTRS password

NotificationSubjectLostPasswordToken

Defines the subject for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

New OTRS password request

OpenMainMenuOnHover

If enabled, the first level of the main menu opens on mouse hover (instead of click only).

This setting can not be deactivated.

Default value:

0

PossibleNextActions

Defines the list of possible next actions on an error screen, a full path is required, then is possible to add external links if needed.

Default value:

---
'[% Env(''CGIHandle'') %]?Action=AgentDashboard': Go to dashboard!

PreApplicationModule###AgentInfo

Defines a useful module to load specific user options or to display news.

This setting is not active by default.

Default value:

Kernel::Modules::AgentInfo

ShowMotd

Shows the message of the day on login screen of the agent interface.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AccountTime

Activates time accounting.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::BulkAccountedTime

Defines if time accounting must be set to all tickets in bulk action.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::CustomerInfoCompose

Shows the customer user information (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::CustomerInfoComposeMaxSize

Max size (in characters) of the customer information table (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

22

Ticket::Frontend::CustomerInfoZoomMaxSize

Maximum size (in characters) of the customer information table in the ticket zoom view.

This setting can not be deactivated.

Default value:

22

Ticket::Frontend::DynamicFieldsZoomMaxSizeArticle

Maximum length (in characters) of the dynamic field in the article of the ticket zoom view.

This setting can not be deactivated.

Default value:

160

Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar

Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view.

This setting can not be deactivated.

Default value:

18

Ticket::Frontend::InformAgentMaxSize

Max size (in rows) of the informed agents box in the agent interface.

This setting can not be deactivated.

Default value:

3

Ticket::Frontend::InvolvedAgentMaxSize

Max size (in rows) of the involved agents box in the agent interface.

This setting can not be deactivated.

Default value:

3

Ticket::Frontend::ListType

Shows existing parent/child queue lists in the system in the form of a tree or a list.

This setting can not be deactivated.

Default value:

tree

Ticket::Frontend::MaxQueueLevel

Define the max depth of queues.

This setting can not be deactivated.

Default value:

5

Ticket::Frontend::NeedAccountedTime

Defines if time accounting is mandatory in the agent interface. If enabled, a note must be entered for all ticket actions (no matter if the note itself is configured as active or is originally mandatory for the individual ticket action screen).

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::NewOwnerSelection

Shows an owner selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::NewQueueOwnSelection

Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface.

This setting is not active by default.

Default value:

---
'1': First Queue
'2': Second Queue

Ticket::Frontend::NewQueueSelectionString

Determines the strings that will be shown as recipient (To:) of the phone ticket and as sender (From:) of the email ticket in the agent interface. For Queue as NewQueueSelectionType “<Queue>” shows the names of the queues and for SystemAddress “<Realname> <<Email>>” shows the name and email of the recipient.

This setting can not be deactivated.

Default value:

<Queue>

Ticket::Frontend::NewQueueSelectionType

Defines the recipient target of the phone ticket and the sender of the email ticket (“Queue” shows all queues, “System address” displays all system addresses) in the agent interface.

This setting can not be deactivated.

Default value:

Queue

Ticket::Frontend::NewResponsibleSelection

Show a responsible selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::PendingDiffTime

Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).

This setting can not be deactivated.

Default value:

86400

Ticket::Frontend::RedirectAfterCloseDisabled

Disables the redirection to the last screen overview / dashboard after a ticket is closed.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::ShowCustomerTickets

Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::TextAreaEmail

Permitted width for compose email windows.

This setting can not be deactivated.

Default value:

82

Ticket::Frontend::TextAreaNote

Permitted width for compose note windows.

This setting can not be deactivated.

Default value:

78

Ticket::Frontend::TimeUnits

Sets the prefered time units (e.g. work units, hours, minutes).

This setting can not be deactivated.

Default value:

(work units)

Ticket::Frontend::UserDefaultQueue

Defines the default queue for new tickets in the agent interface.

This setting is not active by default.

Default value:

Postmaster

Frontend → Agent → ArticleComposeModule

Ticket::Frontend::ArticleComposeModule###1-EmailSecurity

Module to define the email security options to use (PGP or S/MIME).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCompose::Security
ParamType: Single

Ticket::Frontend::ArticleComposeModule###2-SignEmail

Module to compose signed messages (PGP or S/MIME).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCompose::Sign
ParamType: Single

Ticket::Frontend::ArticleComposeModule###3-CryptEmail

Module to encrypt composed messages (PGP or S/MIME).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCompose::Crypt
ParamType: Multiple

Frontend → Agent → DocumentSearch

DocumentSearch::Agent::DynamicField

Searchable and highlightable dynamic fields in the agent interface.

Default value:

--- {}

Frontend → Agent → FAQJournalOverview

FAQ::Frontend::JournalOverview###Small

Defines an overview module to show the small view of a FAQ journal.

Default value:

---
Module: Kernel::Output::HTML::FAQJournalOverview::Small
Name: Small
NameShort: S

Frontend → Agent → FAQOverview

FAQ::Frontend::Overview###Small

Defines an overview module to show the small view of a FAQ list.

Default value:

---
Module: Kernel::Output::HTML::FAQOverview::Small
Name: Small
NameShort: S

FAQ::Frontend::OverviewSmall###DynamicField

Dynamic fields shown in the FAQ small format overview screen of the agent interface.

Default value:

--- {}

Frontend → Agent → FAQRelatedArticles

FAQ::Frontend::AgentFAQRelatedArticles###DefaultLanguages

The default languages for the related FAQ articles.

Default value:

---
- en

FAQ::Frontend::AgentFAQRelatedArticles###Position

Defines the position where the related FAQ articles widget is located.

This setting can not be deactivated.

Default value:

1

FAQ::Frontend::AgentFAQRelatedArticles###QueuesEnabled

List of queue names for which the related article feature is enabled.

This setting is not active by default.

Default value:

---
- Raw

FAQ::Frontend::AgentFAQRelatedArticles###ShowLimit

Output limit for the related FAQ articles.

This setting can not be deactivated.

Default value:

10

Frontend → Agent → FrontendNotification

Frontend::NotifyModule###1000-CloudServicesDisabled

Defines the module to display a notification if cloud services are disabled.

This setting can not be deactivated.

Default value:

---
Group: admin
Module: Kernel::Output::HTML::Notification::AgentCloudServicesDisabled

Frontend::NotifyModule###1100-SystemContract

Defines the module to display a notification in different interfaces on different occasions for System Contract.

This setting can not be deactivated.

Default value:

---
Group: admin
Module: Kernel::Output::HTML::Notification::AgentSystemContract

Frontend::NotifyModule###2000-UID-Check

Defines the module to display a notification in the agent interface, if the system is used by the admin user (normally you shouldn’t work as admin).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::UIDCheck

Frontend::NotifyModule###2500-AgentSessionLimit

Defines the module to display a notification in the agent interface, if the agent session limit prior warning is reached.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::AgentSessionLimit

Frontend::NotifyModule###3000-ShowAgentOnline

Defines the module that shows all the currently logged in agents in the agent interface.

This setting is not active by default.

Default value:

---
Module: Kernel::Output::HTML::Notification::AgentOnline
ShowEmail: '1'

Frontend::NotifyModule###4000-ShowCustomerOnline

Defines the module that shows all the currently logged in customers in the agent interface.

This setting is not active by default.

Default value:

---
Module: Kernel::Output::HTML::Notification::CustomerOnline
ShowEmail: '1'

Frontend::NotifyModule###5000-SystemConfigurationIsDirty-Check

Defines the module to display a notification in the agent interface, if there are modified sysconfig settings that are not deployed yet.

This setting can not be deactivated.

Default value:

---
Group: admin
Module: Kernel::Output::HTML::Notification::SystemConfigurationIsDirtyCheck

Frontend::NotifyModule###5000-Ticket::TicketEscalation

Module to show notifications and escalations (ShownMax: max. shown escalations, EscalationInMinutes: Show ticket which will escalation in, CacheTime: Cache of calculated escalations in seconds).

This setting is not active by default.

Default value:

---
CacheTime: '40'
EscalationInMinutes: '120'
Module: Kernel::Output::HTML::Notification::AgentTicketEscalation
ShownMax: '25'

Frontend::NotifyModule###513-ChatAvailability-Check

Defines the module to display a notification in the agent interface, if the agent is not available for chat with customer users (only if setting Ticket::Agent::UnavailableForExternalChatsOnLogin is enabled).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::ChatAvailabilityCheck

Frontend::NotifyModule###5200-SystemConfigurationInvalid-Check

Defines the module to display a notification in the agent interface, if there are invalid sysconfig settings deployed.

This setting can not be deactivated.

Default value:

---
Group: admin
Module: Kernel::Output::HTML::Notification::SystemConfigurationInvalidCheck

Frontend::NotifyModule###523-ChatPreferredChannels-Check

Defines the module to display a notification in the agent interface, if the agent is available for external chats, but forgot to set preferred channel(s).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::ChatPreferredChannelsCheck

Frontend::NotifyModule###5500-OutofOffice-Check

Defines the module to display a notification in the agent interface, if the agent is logged in while having out-of-office active.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::OutofOfficeCheck

Frontend::NotifyModule###6000-SystemMaintenance-Check

Defines the module to display a notification in the agent interface, if the agent is logged in while having system maintenance active.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::SystemMaintenanceCheck

Frontend::NotifyModule###6050-SystemConfiguration-OutOfSync-Check

Defines the module to display a notification in the agent interface if the system configuration is out of sync.

This setting can not be deactivated.

Default value:

---
AllowedDelayMinutes: '5'
Module: Kernel::Output::HTML::Notification::SystemConfigurationOutOfSyncCheck

Frontend::NotifyModule###7000-AgentTimeZone-Check

Defines the module to display a notification in the agent interface, if the agent has not yet selected a time zone.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::AgentTimeZoneCheck

Frontend::NotifyModule###8000-Daemon-Check

Defines the module to display a notification in the agent interface if the OTRS Daemon is not running.

Default value:

---
Module: Kernel::Output::HTML::Notification::DaemonCheck

Frontend::NotifyModule###8000-PackageManager-CheckNotVerifiedPackages

Defines the module to display a notification in the agent interface, if the installation of not verified packages is activated (only shown to admins).

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::Notification::PackageManagerCheckNotVerifiedPackages

Frontend::NotifyModule###9000-Generic

Defines the module that shows a generic notification in the agent interface. Either “Text” - if configured - or the contents of “File” will be displayed. Use “Priority” key to style the notification. If “Link” key is supplied, notification text will be wrapped in an anchor leading to specified address. You can use “Target” key to define a target attribute of the defined link.

This setting is not active by default.

Default value:

---
File: <OTRS_CONFIG_Home>/var/notify.txt
Link: https://www.otrs.com
Module: Kernel::Output::HTML::Notification::Generic
Priority: Warning
Target: _blank
Text: The OTRS Website

Frontend → Agent → LinkObject

LinkObject::ComplexTable###Appointment

Define which columns are shown in the linked appointment widget (LinkObject::ViewMode = “complex”). Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.

Default value:

---
DefaultColumns:
  CalendarName: '1'
  Changed: '1'
  Created: '1'
  Description: '2'
  EndTime: '2'
  Location: '1'
  NotificationTime: '1'
  StartTime: '2'
Module: Kernel::Output::HTML::LinkObject::Appointment.pm
Priority:
  CalendarName: '100'
  Changed: '160'
  Created: '170'
  Description: '110'
  EndTime: '130'
  Location: '140'
  NotificationTime: '150'
  StartTime: '120'

LinkObject::ComplexTable###FAQ

Define which columns are shown in the linked FAQs widget (LinkObject::ViewMode = “complex”). Note: Only FAQ attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.

Default value:

---
DefaultColumns:
  Approved: '1'
  CategoryName: '1'
  Changed: '1'
  ContentType: '1'
  Created: '2'
  FAQNumber: '2'
  Language: '1'
  State: '2'
  Title: '2'
Module: Kernel::Output::HTML::LinkObject::FAQ.pm
Priority:
  Approved: '160'
  CategoryName: '140'
  Changed: '180'
  ContentType: '170'
  Created: '130'
  FAQNumber: '100'
  Language: '150'
  State: '120'
  Title: '110'

LinkObject::ComplexTable###Ticket

Define which columns are shown in the linked tickets widget (LinkObject::ViewMode = “complex”). Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
DefaultColumns:
  Age: '1'
  Changed: '1'
  Created: '2'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '2'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '2'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Module: Kernel::Output::HTML::LinkObject::Ticket.pm
Priority:
  Age: '110'
  Changed: '120'
  Created: '310'
  CustomerCompanyName: '320'
  CustomerID: '240'
  CustomerName: '250'
  CustomerUserID: '260'
  EscalationResponseTime: '160'
  EscalationSolutionTime: '150'
  EscalationTime: '140'
  EscalationUpdateTime: '170'
  Lock: '200'
  Owner: '220'
  PendingTime: '130'
  Priority: '300'
  Queue: '210'
  Responsible: '230'
  SLA: '290'
  Service: '280'
  State: '190'
  TicketNumber: '100'
  Title: '180'
  Type: '270'

LinkObject::ComplexTable::SettingsVisibility###Appointment

Define Actions where a settings button is available in the linked objects widget (LinkObject::ViewMode = “complex”). Please note that these Actions must have registered the following JS and CSS files: Core.AllocationList.css, Core.UI.AllocationList.js, Core.UI.Table.Sort.js, Core.Agent.TableFilters.js.

Default value:

---
- AgentTicketZoom

LinkObject::ComplexTable::SettingsVisibility###FAQ

Define Actions where a settings button is available in the linked objects widget (LinkObject::ViewMode = “complex”). Please note that these Actions must have registered the following JS and CSS files: Core.AllocationList.css, Core.UI.AllocationList.js, Core.UI.Table.Sort.js, Core.Agent.TableFilters.js and Core.Agent.LinkObject.js.

Default value:

---
- AgentFAQZoom

LinkObject::ComplexTable::SettingsVisibility###Ticket

Define Actions where a settings button is available in the linked objects widget (LinkObject::ViewMode = “complex”). Please note that these Actions must have registered the following JS and CSS files: Core.AllocationList.css, Core.UI.AllocationList.js, Core.UI.Table.Sort.js, Core.Agent.TableFilters.js.

Default value:

---
- AgentTicketZoom

Frontend → Agent → MIMEViewer

MIME-Viewer###application/excel

Specifies the path to the converter that allows the view of Microsoft Excel files, in the web interface.

This setting is not active by default.

Default value:

xlhtml

MIME-Viewer###application/msword

Specifies the path to the converter that allows the view of Microsoft Word files, in the web interface.

This setting is not active by default.

Default value:

wvWare

MIME-Viewer###application/pdf

Specifies the path to the converter that allows the view of PDF documents, in the web interface.

This setting is not active by default.

Default value:

pdftohtml -stdout -i

MIME-Viewer###text/xml

Specifies the path to the converter that allows the view of XML files, in the web interface.

This setting is not active by default.

Default value:

<OTRS_CONFIG_Home>/scripts/tools/xml2html.pl

Frontend → Agent → ModuleRegistration

Frontend::Module###AdminAppointmentImport

Frontend module registration for the agent interface.

Default value:

---
Description: Import appointments screen.
Group:
- admin
GroupRo: []
NavBarName: ''
Title: Import Appointments

Frontend::Module###AgentAppointmentAgendaOverview

Frontend module registration for the agent interface.

Default value:

---
Description: Overview of all appointments.
Group: []
GroupRo: []
NavBarName: Calendar
Title: Agenda Overview

Frontend::Module###AgentAppointmentCalendarOverview

Frontend module registration for the agent interface.

Default value:

---
Description: Appointment Calendar overview page.
Group: []
GroupRo: []
NavBarName: Calendar
Title: Overview

Frontend::Module###AgentAppointmentEdit

Frontend module registration for the agent interface.

Default value:

---
Description: Appointment edit screen.
Group: []
GroupRo: []
NavBarName: ''
Title: Edit appointment

Frontend::Module###AgentAppointmentList

Frontend module registration for the agent interface.

Default value:

---
Description: Appointment list.
Group: []
GroupRo: []
NavBarName: ''
Title: Appointment list

Frontend::Module###AgentAppointmentPluginSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Plugin search module for autocomplete.
Group: []
GroupRo: []
NavBarName: ''
Title: Plugin search

Frontend::Module###AgentChat

Frontend module registration for the agent interface.

Default value:

---
Description: Agent chat screen.
Group: []
GroupRo: []
NavBarName: Chat
Title: Chat

Frontend::Module###AgentChatAppend

Frontend module registration for the agent interface.

Default value:

---
Description: Append Chat to Ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Append Chat to Ticket

Frontend::Module###AgentChatAvailability

Frontend module registration for the agent interface.

Default value:

---
Description: Chat availability.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Availability

Frontend::Module###AgentChatDownload

Frontend module registration for the agent interface.

Default value:

---
Description: Chat download.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Download

Frontend::Module###AgentChatPopup

Frontend module registration for the agent interface.

Default value:

---
Description: Chat popup.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Popup

Frontend::Module###AgentChatPreview

Frontend module registration for the agent interface.

Default value:

---
Description: Chat preview.
Group: []
GroupRo: []
NavBarName: ''
Title: Chat Preview

Frontend::Module###AgentContactWithDataSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Agent contact with data search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Contact With Data Search

Frontend::Module###AgentCustomerInformationCenter

Frontend module registration for the agent interface.

Default value:

---
Description: Customer Information Center.
Group: []
GroupRo: []
NavBarName: Customers
Title: ''

Frontend::Module###AgentCustomerInformationCenterSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Customer Information Center Search.
Group: []
GroupRo: []
NavBarName: ''
Title: ''

Frontend::Module###AgentCustomerSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Agent Customer Search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Customer Search

Frontend::Module###AgentCustomerSearchSMS

Frontend module registration for the agent interface.

Default value:

---
Description: Agent Customer Search SMS.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent Customer Search SMS

Frontend::Module###AgentCustomerUserAddressBook

Frontend module registration for the agent interface.

Default value:

---
Description: Search customer user.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Search Customer User

Frontend::Module###AgentCustomerUserInformationCenter

Frontend module registration for the agent interface.

Default value:

---
Description: Customer User Information Center.
Group: []
GroupRo: []
NavBarName: Customer Users
Title: ''

Frontend::Module###AgentCustomerUserInformationCenterSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Customer User Information Center Search.
Group: []
GroupRo: []
NavBarName: ''
Title: ''

Frontend::Module###AgentDashboard

Frontend module registration for the agent interface.

Default value:

---
Description: Agent dashboard.
Group: []
GroupRo: []
NavBarName: Dashboard
Title: Agent Dashboard

Frontend::Module###AgentDocumentSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Document Search
Group: []
GroupRo: []
NavBarName: Document Search
Title: ''

Frontend::Module###AgentFAQAdd

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQCategory

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group:
- admin
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQDelete

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Delete.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Delete

Frontend::Module###AgentFAQEdit

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Edit.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Edit

Frontend::Module###AgentFAQExplorer

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQHistory

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ History.
Group: []
GroupRo: []
NavBarName: FAQ
Title: History

Frontend::Module###AgentFAQJournal

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQLanguage

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group:
- admin
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQPrint

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Print.
Group: []
GroupRo: []
NavBarName: FAQ
Title: Print

Frontend::Module###AgentFAQRelatedArticles

Frontend module registration for the agent interface.

Default value:

---
Description: Agent FAQ Related Articles.
Group: []
GroupRo: []
NavBarName: ''
Title: Agent FAQ Related Articles

Frontend::Module###AgentFAQRichText

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ AJAX Responder for Richtext.
Group: []
GroupRo: []
NavBarName: ''
Title: FAQ AJAX Responder

Frontend::Module###AgentFAQSearch

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQSearchSmall

Frontend module registration for the agent interface.

Default value:

---
Description: Search FAQ Small.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentFAQZoom

Frontend module registration for the agent interface.

Default value:

---
Description: FAQ Area.
Group: []
GroupRo: []
NavBarName: FAQ
Title: FAQ

Frontend::Module###AgentInfo

Frontend module registration for the agent interface.

Default value:

---
Description: Generic Info module.
Group: []
GroupRo: []
NavBarName: ''
Title: Info

Frontend::Module###AgentLinkObject

Frontend module registration for the agent interface.

Default value:

---
Description: Link Object.
Group: []
GroupRo: []
NavBarName: ''
Title: Link Object

Frontend::Module###AgentNotificationView

Frontend module registration for the agent interface.

Default value:

---
Description: Notification web view.
Group: []
GroupRo: []
NavBarName: Notification web view
Title: Notification Web View

Frontend::Module###AgentPreferences

Frontend module registration for the agent interface.

Default value:

---
Description: Agent Preferences.
Group: []
GroupRo: []
NavBarName: Preferences
Title: ''

Frontend::Module###AgentSplitSelection

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket split dialog.
Group: []
GroupRo: []
NavBarName: ''
Title: ''

Frontend::Module###AgentStatistics

Frontend module registration for the agent interface.

Default value:

---
Description: Agent Statistics.
Group:
- stats
GroupRo:
- stats
NavBarName: Reports
Title: Statistics

Frontend::Module###AgentStatisticsReports

Frontend module registration for the agent interface.

Default value:

---
Description: Statistics reports.
Group:
- stats
GroupRo:
- stats
NavBarName: Statistics Reports
Title: Statistics Reports

Frontend::Module###AgentSystemContract

Frontend module registration for the agent interface.

Default value:

---
Description: Agent
Group: []
GroupRo: []
NavBarName: ''
Title: System Contract

Frontend::Module###AgentTicketArticleContent

Frontend module registration for the agent interface.

Default value:

---
Description: To view HTML attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''

Frontend::Module###AgentTicketAttachment

Frontend module registration for the agent interface.

Default value:

---
Description: To download attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''

Frontend::Module###AgentTicketAttachmentView

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket attachments.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Attachments

Frontend::Module###AgentTicketBounce

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Compose Bounce Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Bounce

Frontend::Module###AgentTicketBulk

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket bulk module.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Bulk Action

Frontend::Module###AgentTicketClose

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Close.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Close

Frontend::Module###AgentTicketCompose

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Compose email Answer.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Compose

Frontend::Module###AgentTicketCustomer

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Customer.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Customer

Frontend::Module###AgentTicketEmail

Frontend module registration for the agent interface.

Default value:

---
Description: Create new email ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New email ticket

Frontend::Module###AgentTicketEmailOutbound

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Outbound Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Email Outbound

Frontend::Module###AgentTicketEmailResend

Frontend module registration for the agent interface.

Default value:

---
Description: Resend Ticket Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Email Resend

Frontend::Module###AgentTicketEscalationView

Frontend module registration for the agent interface.

Default value:

---
Description: Overview of all escalated tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Escalation view

Frontend::Module###AgentTicketForward

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Forward Email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Forward

Frontend::Module###AgentTicketFreeText

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket FreeText.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Free Fields

Frontend::Module###AgentTicketHistory

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket History.
Group: []
GroupRo: []
NavBarName: Ticket
Title: History

Frontend::Module###AgentTicketLock

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Lock.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Lock

Frontend::Module###AgentTicketLockedView

Frontend module registration for the agent interface.

Default value:

---
Description: Locked Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Locked Tickets

Frontend::Module###AgentTicketMerge

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Merge.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Merge

Frontend::Module###AgentTicketMove

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Move.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Move

Frontend::Module###AgentTicketNote

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Note.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Note

Frontend::Module###AgentTicketOwner

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Owner.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Owner

Frontend::Module###AgentTicketPending

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Pending.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Pending

Frontend::Module###AgentTicketPhone

Frontend module registration for the agent interface.

Default value:

---
Description: Create new phone ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New phone ticket

Frontend::Module###AgentTicketPhoneInbound

Frontend module registration for the agent interface.

Default value:

---
Description: Incoming Phone Call.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Phone-Ticket

Frontend::Module###AgentTicketPhoneOutbound

Frontend module registration for the agent interface.

Default value:

---
Description: Phone Call.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Phone-Ticket

Frontend::Module###AgentTicketPlain

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket plain view of an email.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Plain

Frontend::Module###AgentTicketPrint

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Print.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Print

Frontend::Module###AgentTicketPriority

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Priority.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Priority

Frontend::Module###AgentTicketProcess

Frontend module registration for the agent interface.

Default value:

---
Description: Create new process ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New process ticket

Frontend::Module###AgentTicketQueue

Frontend module registration for the agent interface.

Default value:

---
Description: Overview of all open Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: QueueView

Frontend::Module###AgentTicketResponsible

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Responsible.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Responsible

Frontend::Module###AgentTicketResponsibleView

Frontend module registration for the agent interface.

Default value:

---
Description: Responsible Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Responsible Tickets

Frontend::Module###AgentTicketSMS

Frontend module registration for the agent interface.

Default value:

---
Description: Create new SMS ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: New SMS ticket

Frontend::Module###AgentTicketSMSOutbound

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Outbound SMS.
Group: []
GroupRo: []
NavBarName: Ticket
Title: SMS Outbound

Frontend::Module###AgentTicketSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Search Ticket.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Search

Frontend::Module###AgentTicketService

Frontend module registration for the agent interface.

Default value:

---
Description: Overview of all open Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ServiceView

Frontend::Module###AgentTicketStatusView

Frontend module registration for the agent interface.

Default value:

---
Description: Overview of all open tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Status view

Frontend::Module###AgentTicketWatchView

Frontend module registration for the agent interface.

Default value:

---
Description: Watched Tickets.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Watched Tickets

Frontend::Module###AgentTicketWatcher

Frontend module registration for the agent interface.

Default value:

---
Description: A TicketWatcher Module.
Group: []
GroupRo: []
NavBarName: Ticket-Watcher
Title: Ticket Watcher

Frontend::Module###AgentTicketZoom

Frontend module registration for the agent interface.

Default value:

---
Description: Ticket Zoom.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Zoom

Frontend::Module###AgentUserSearch

Frontend module registration for the agent interface.

Default value:

---
Description: Agent User Search.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Agent User Search

Frontend::Module###AgentVideoChat

Frontend module registration for the agent interface.

Default value:

---
Description: Video and audio call screen.
Group: []
GroupRo: []
NavBarName: ''

Frontend::Module###AgentZoom

Frontend module registration for the agent interface.

Default value:

---
Description: Compat module for AgentZoom to AgentTicketZoom.
Group: []
GroupRo: []
NavBarName: Ticket
Title: ''

Frontend::Module###AjaxAttachment

Frontend module registration for the agent interface.

Default value:

---
Description: AJAX attachment.
Group: []
GroupRo: []
NavBarName: ''
Title: AJAX Attachment

Frontend::Module###Logout

Frontend module registration for the agent interface.

Default value:

---
Description: Logout
Group: []
GroupRo: []
NavBarName: ''
Title: ''

Frontend::Module###PictureUpload

Frontend module registration for the agent interface.

This setting can not be deactivated.

Default value:

---
Description: Picture upload module.
Group: []
GroupRo: []
NavBarName: Ticket
Title: Picture Upload

Frontend::NavBarModule###000-CustomerChat

Agent frontend module registration (disable chat link if chat feature is inactive or agent is not in chat group).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AgentChat

Frontend::NavBarModule###1-TicketProcesses

Frontend module registration (disable ticket processes screen if no process available).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AgentTicketProcess

Frontend::NavBarModule###2-AdminFavourites

Frontend module registration (show personal favorites as sub navigation items of ‘Admin’).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AdminFavourites

Frontend::NavBarModule###5-TicketSMS

Frontend module registration (disable SMS ticket screen if cloud service is not activated).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AgentTicketSMS

Frontend::NavBarModule###6-CustomerCompany

Frontend module registration (disable company link if no company feature is used).

Default value:

---
Module: Kernel::Output::HTML::NavBar::CustomerCompany

Frontend::NavBarModule###7-AgentTicketService

Frontend module registration (disable AgentTicketService link if Ticket Service feature is not used).

Default value:

---
Module: Kernel::Output::HTML::NavBar::AgentTicketService

Frontend → Agent → ModuleRegistration → Loader

Loader::Module::AgentAppointmentAgendaOverview###002-Calendar

Loader module registration for the agent interface.

Default value:

---
CSS:
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.css
- Core.AppointmentCalendar.css
- Core.AppointmentCalendar.Agenda.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.js
- Core.Agent.AppointmentCalendar.js

Loader::Module::AgentAppointmentCalendarOverview###002-Calendar

Loader module registration for the agent interface.

Default value:

---
CSS:
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.css
- thirdparty/fullcalendar-scheduler-1.6.2/scheduler.min.css
- Core.AppointmentCalendar.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.js
- thirdparty/fullcalendar-scheduler-1.6.2/scheduler.min.js
- Core.Agent.AppointmentCalendar.js
- thirdparty/clipboardjs-1.7.1/clipboard.min.js

Loader::Module::AgentChat###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- thirdparty/spectrum-1.8.0/spectrum.css
- Core.Agent.Chat.css
JavaScript:
- thirdparty/spectrum-1.8.0/spectrum.js
- Core.Agent.Chat.js

Loader::Module::AgentChatAppend###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Chat.Append.css
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.Chat.Append.js

Loader::Module::AgentChatPopup###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Chat.css
JavaScript:
- Core.Agent.Chat.js

Loader::Module::AgentChatPreview###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.Chat.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js

Loader::Module::AgentCustomerInformationCenter###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.Dashboard.js
- Core.Agent.TableFilters.js
- Core.Agent.SwitchToCustomerAction.js
- Core.Agent.CustomerInformationCenter.js

Loader::Module::AgentCustomerUserAddressBook###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.CustomerUserAddressBook.css
JavaScript:
- Core.Agent.CustomerUserAddressBook.js

Loader::Module::AgentCustomerUserInformationCenter###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.Dashboard.js
- Core.Agent.TableFilters.js
- Core.Agent.CustomerUserInformationCenter.js

Loader::Module::AgentDashboard###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Dashboard.css
- Core.AllocationList.css
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.css
- thirdparty/nvd3-1.7.1/nv.d3.css
JavaScript:
- thirdparty/momentjs-2.18.1/moment.min.js
- thirdparty/fullcalendar-3.4.0/fullcalendar.min.js
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- thirdparty/canvg-1.4/rgbcolor.js
- thirdparty/canvg-1.4/StackBlur.js
- thirdparty/canvg-1.4/canvg.js
- thirdparty/StringView-8/stringview.js
- Core.UI.AdvancedChart.js
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Dashboard.js
- Core.Agent.Statistics.ParamsWidget.js

Loader::Module::AgentFAQAdd###002-FAQ

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js

Loader::Module::AgentFAQCategory###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js

Loader::Module::AgentFAQEdit###002-FAQ

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js

Loader::Module::AgentFAQExplorer###002-FAQ

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.FAQ.Detail.css
JavaScript:
- Core.Agent.FAQ.js

Loader::Module::AgentFAQJournal###002-FAQ

Loader module registration for the agent interface.

Default value:

--- {}

Loader::Module::AgentFAQLanguage###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js

Loader::Module::AgentFAQSearch###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.js

Loader::Module::AgentFAQZoom###002-FAQ

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.FAQ.Detail.css
- Core.AllocationList.css
JavaScript:
- Core.Agent.FAQ.ConfirmationDialog.js
- Core.Agent.FAQ.TicketCompose.js
- Core.Agent.FAQ.FAQZoom.js
- Core.UI.AllocationList.js
- Core.UI.Table.Sort.js
- Core.Agent.TableFilters.js
- Core.Agent.LinkObject.js

Loader::Module::AgentLinkObject###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.LinkObject.SearchForm.js

Loader::Module::AgentNotificationView###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
- Core.Agent.NotificationView.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.NotificationView.js

Loader::Module::AgentPreferences###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Preferences.css
- Core.Agent.Admin.SystemConfiguration.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Preferences.js
- Core.Agent.SharedSecretGenerator.js
- Core.SystemConfiguration.js
- Core.SystemConfiguration.Date.js

Loader::Module::AgentStatistics###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- thirdparty/nvd3-1.7.1/nv.d3.css
- Core.Agent.Statistics.css
JavaScript:
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- thirdparty/canvg-1.4/rgbcolor.js
- thirdparty/canvg-1.4/StackBlur.js
- thirdparty/canvg-1.4/canvg.js
- thirdparty/StringView-8/stringview.js
- Core.Agent.Statistics.js
- Core.UI.AdvancedChart.js
- Core.Agent.Statistics.ParamsWidget.js

Loader::Module::AgentStatisticsReports###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- thirdparty/nvd3-1.7.1/nv.d3.css
- Core.Agent.StatisticsReports.css
JavaScript:
- thirdparty/d3-3.5.6/d3.min.js
- thirdparty/nvd3-1.7.1/nvd3.min.js
- thirdparty/nvd3-1.7.1/models/OTRSLineChart.js
- thirdparty/nvd3-1.7.1/models/OTRSMultiBarChart.js
- thirdparty/nvd3-1.7.1/models/OTRSStackedAreaChart.js
- Core.UI.AdvancedChart.js
- Core.Agent.StatisticsReports.js

Loader::Module::AgentSystemContract###001-Framework

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.SystemContract.css

Loader::Module::AgentTicketAttachmentView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.AttachmentView.css
JavaScript:
- thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js
- Core.UI.Table.Sort.js
- Core.Agent.TicketAttachmentView.js

Loader::Module::AgentTicketBounce###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketBounce.js

Loader::Module::AgentTicketBulk###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketBulk.js

Loader::Module::AgentTicketClose###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketCompose###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketCompose.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketCustomer###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketEmail###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js

Loader::Module::AgentTicketEmail###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmail.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketEmailOutbound###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmailOutbound.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketEmailResend###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketEmailResend.js

Loader::Module::AgentTicketEscalationView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketForward###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketForward.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketFreeText###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketHistory###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.TicketHistory.css
JavaScript:
- Core.Agent.TicketHistory.js

Loader::Module::AgentTicketLockedView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketMerge###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketMerge.js

Loader::Module::AgentTicketMove###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketMove.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketNote###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketOwner###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketPending###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketPhone###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js

Loader::Module::AgentTicketPhone###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhone.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketPhoneInbound###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhoneCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketPhoneOutbound###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketPhoneCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketPriority###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketProcess###002-FAQ

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.FAQ.RelatedArticles.js

Loader::Module::AgentTicketProcess###002-ProcessManagement

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.TicketProcess.css
JavaScript:
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerSearchAutoComplete.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketProcess.js
- Core.TicketProcess.js

Loader::Module::AgentTicketQueue###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketResponsible###002-Ticket

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketAction.js
- Core.Agent.TicketActionCommon.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketResponsibleView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketSMS###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- thirdparty/libphonenumber-js/libphonenumber-js.min.js
- Core.Agent.CustomerSearchSMS.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSMS.js

Loader::Module::AgentTicketSMSOutbound###001-Framework

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- thirdparty/libphonenumber-js/libphonenumber-js.min.js
- Core.Agent.CustomerSearchSMS.js
- Core.Agent.TicketAction.js
- Core.Agent.TicketSMS.js
- Core.Agent.TicketFormDraft.js

Loader::Module::AgentTicketSearch###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketService###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AgentTicketService.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketStatusView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketWatchView###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.AgentTicketQueue.css
- Core.AllocationList.css
JavaScript:
- Core.UI.AllocationList.js
- Core.Agent.TableFilters.js
- Core.Agent.Overview.js
- Core.Agent.TicketSplit.js

Loader::Module::AgentTicketZoom###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.TicketProcess.css
- Core.Agent.TicketMenuModuleCluster.css
- Core.AllocationList.css
JavaScript:
- thirdparty/jquery-tablesorter-2.28.14/jquery.tablesorter.js
- Core.Agent.TicketSplit.js
- Core.Agent.TicketZoom.js
- Core.UI.AllocationList.js
- Core.UI.Table.Sort.js
- Core.Agent.LinkObject.js
- Core.Agent.ProcessInformation.js
- Core.Agent.TableFilters.js
- Core.Agent.TicketFormDraft.js
- Core.Agent.TicketZoom.TimelineView.js

Loader::Module::AgentTicketZoom###010-TicketSMS

Loader module registration for the agent interface.

Default value:

---
JavaScript:
- Core.Agent.TicketSMS.js

Loader::Module::AgentVideoChat###002-Ticket

Loader module registration for the agent interface.

Default value:

---
CSS:
- Core.Agent.Chat.VideoChat.css

Frontend → Agent → ModuleRegistration → MainMenu

Frontend::Navigation###AgentAppointmentAgendaOverview###002-Calendar

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Overview of all appointments.
  Group: []
  GroupRo: []
  Link: Action=AgentAppointmentAgendaOverview
  LinkOption: ''
  Name: Agenda Overview
  NavBar: Calendar
  Prio: '6500'
  Type: ''

Frontend::Navigation###AgentAppointmentCalendarOverview###002-Calendar

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Appointment Calendar overview page.
  Group: []
  GroupRo: []
  Link: Action=AgentAppointmentCalendarOverview
  LinkOption: ''
  Name: Calendar
  NavBar: Calendar
  Prio: '75'
  Type: Menu
- AccessKey: ''
  Block: ItemArea
  Description: Appointment Calendar overview page.
  Group: []
  GroupRo: []
  Link: Action=AgentAppointmentCalendarOverview
  LinkOption: ''
  Name: Calendar Overview
  NavBar: Calendar
  Prio: '6000'
  Type: ''
- AccessKey: ''
  Block: ItemArea
  Description: Resource Overview (OTRSCalendarResourcePlanning)
  Group: []
  GroupRo: []
  Link: Action=AgentAppointmentCalendarOverview
  LinkOption: class="PackageRequired" data-package-name="OTRSCalendarResourcePlanning"
  Name: Resource Overview
  NavBar: Calendar
  Prio: '7000'
  Type: ''
- AccessKey: ''
  Block: ItemArea
  Description: Create new appointment.
  Group: []
  GroupRo: []
  Link: Action=AgentAppointmentCalendarOverview;Subaction=AppointmentCreate
  LinkOption: ''
  Name: New Appointment
  NavBar: Calendar
  Prio: '8000'
  Type: ''

Frontend::Navigation###AgentAppointmentList###002-Calendar

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentChat###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: ''
  Group: []
  GroupRo: []
  Link: Action=AgentChat
  LinkOption: ''
  Name: Chat
  NavBar: Chat
  Prio: '500'
  Type: Menu

Frontend::Navigation###AgentCustomerInformationCenter###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: c
  Block: ItemArea
  Description: Customer Information Center search.
  Group: []
  GroupRo: []
  Link: Action=AgentCustomerInformationCenter
  LinkOption: onclick="window.setTimeout(function(){Core.Agent.CustomerInformationCenterSearch.OpenSearchDialog();},
    0); return false;"
  Name: Customer Information Center
  NavBar: Customers
  Prio: '50'
  Type: ''
- AccessKey: ''
  Block: ItemArea
  Description: Customer Information Center search.
  Group: []
  GroupRo: []
  Link: Action=AgentCustomerInformationCenter
  LinkOption: ''
  Name: Customers
  NavBar: Customers
  Prio: '60'
  Type: Menu

Frontend::Navigation###AgentCustomerInformationCenterSearch###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentCustomerUserInformationCenter###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: y
  Block: ItemArea
  Description: Customer User Information Center search.
  Group: []
  GroupRo: []
  Link: Action=AgentCustomerUserInformationCenter
  LinkOption: onclick="window.setTimeout(function(){Core.Agent.CustomerUserInformationCenterSearch.OpenSearchDialog();},
    0); return false;"
  Name: Customer User Information Center
  NavBar: Customers
  Prio: '55'
  Type: ''

Frontend::Navigation###AgentDashboard###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: d
  Block: ItemArea
  Description: Dashboard overview.
  Group: []
  GroupRo: []
  Link: Action=AgentDashboard
  LinkOption: ''
  Name: Dashboard
  NavBar: Dashboard
  Prio: '50'
  Type: Menu

Frontend::Navigation###AgentFAQAdd###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: b
  Block: ''
  Description: New FAQ Article.
  Group: []
  GroupRo: []
  Link: Action=AgentFAQAdd
  LinkOption: ''
  Name: New
  NavBar: FAQ
  Prio: '920'
  Type: ''

Frontend::Navigation###AgentFAQCategory###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: g
  Block: ''
  Description: Category Management.
  Group:
  - admin
  GroupRo: []
  Link: Action=AgentFAQCategory
  LinkOption: ''
  Name: Category Management
  NavBar: FAQ
  Prio: '950'
  Type: ''

Frontend::Navigation###AgentFAQExplorer###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: f
  Block: ItemArea
  Description: FAQ Area
  Group: []
  GroupRo: []
  Link: Action=AgentFAQExplorer
  LinkOption: ''
  Name: FAQ
  NavBar: FAQ
  Prio: '350'
  Type: Menu
- AccessKey: x
  Block: ''
  Description: FAQ Explorer
  Group: []
  GroupRo: []
  Link: Action=AgentFAQExplorer
  LinkOption: ''
  Name: Explorer
  NavBar: FAQ
  Prio: '910'
  Type: ''

Frontend::Navigation###AgentFAQJournal###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: j
  Block: ''
  Description: FAQ Journal
  Group: []
  GroupRo: []
  Link: Action=AgentFAQJournal
  LinkOption: ''
  Name: Journal
  NavBar: FAQ
  Prio: '930'
  Type: ''

Frontend::Navigation###AgentFAQLanguage###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: l
  Block: ''
  Description: Language Management.
  Group:
  - admin
  GroupRo: []
  Link: Action=AgentFAQLanguage
  LinkOption: ''
  Name: Language Management
  NavBar: FAQ
  Prio: '940'
  Type: ''

Frontend::Navigation###AgentFAQSearch###002-FAQ

Main menu item registration.

Default value:

---
- AccessKey: z
  Block: ''
  Description: Search FAQ.
  Group: []
  GroupRo: []
  Link: Action=AgentFAQSearch
  LinkOption: onclick="Core.Agent.Search.OpenSearchDialog('AgentFAQSearch'); if (event.stopPropagation)
    { event.stopPropagation(); } else { window.event.cancelBubble = true; } return
    false;"
  Name: Search
  NavBar: FAQ
  Prio: '960'
  Type: ''

Frontend::Navigation###AgentFAQSearchSmall###002-FAQ

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentLinkObject###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentNotificationView###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ''
  Description: View notifications
  Group: []
  GroupRo: []
  Link: Action=AgentNotificationView
  LinkOption: ''
  Name: Notification web view
  NavBar: ''
  Prio: '910'
  Type: ''

Frontend::Navigation###AgentPreferences###001-Framework

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentStatistics###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ItemArea
  Description: Statistics overview.
  Group:
  - stats
  GroupRo:
  - stats
  Link: Action=AgentStatistics;Subaction=Overview
  LinkOption: ''
  Name: Reports
  NavBar: Reports
  Prio: '8500'
  Type: Menu
- AccessKey: ''
  Block: ''
  Description: Statistics overview.
  Group:
  - stats
  GroupRo:
  - stats
  Link: Action=AgentStatistics;Subaction=Overview
  LinkOption: ''
  Name: Statistics
  NavBar: Reports
  Prio: '200'
  Type: ''

Frontend::Navigation###AgentStatisticsReports###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ''
  Description: ''
  Group:
  - stats
  GroupRo:
  - stats
  Link: Action=AgentStatisticsReports;Subaction=Overview
  LinkOption: ''
  Name: Reports
  NavBar: Reports
  Prio: '100'
  Type: ''

Frontend::Navigation###AgentTicketEmail###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: m
  Block: ''
  Description: Create new email ticket and send this out (outbound).
  Group: []
  GroupRo: []
  Link: Action=AgentTicketEmail
  LinkOption: ''
  Name: New email ticket
  NavBar: Ticket
  Prio: '210'
  Type: ''

Frontend::Navigation###AgentTicketEscalationView###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: e
  Block: ''
  Description: Overview Escalated Tickets.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketEscalationView
  LinkOption: ''
  Name: Escalation view
  NavBar: Ticket
  Prio: '120'
  Type: ''

Frontend::Navigation###AgentTicketLockedView###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentTicketPhone###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: n
  Block: ''
  Description: Create new phone ticket (inbound).
  Group: []
  GroupRo: []
  Link: Action=AgentTicketPhone
  LinkOption: ''
  Name: New phone ticket
  NavBar: Ticket
  Prio: '200'
  Type: ''

Frontend::Navigation###AgentTicketProcess###002-ProcessManagement

Main menu item registration.

Default value:

---
- AccessKey: p
  Block: ''
  Description: Create New process ticket.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketProcess
  LinkOption: ''
  Name: New process ticket
  NavBar: Ticket
  Prio: '220'
  Type: ''

Frontend::Navigation###AgentTicketQueue###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: o
  Block: ''
  Description: Overview of all Tickets per assigned Queue.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketQueue
  LinkOption: ''
  Name: Queue view
  NavBar: Ticket
  Prio: '100'
  Type: ''
- AccessKey: t
  Block: ItemArea
  Description: Overview of all Tickets per assigned Queue.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketQueue
  LinkOption: ''
  Name: Tickets
  NavBar: Ticket
  Prio: '200'
  Type: Menu

Frontend::Navigation###AgentTicketResponsibleView###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend::Navigation###AgentTicketSMS###001-Framework

Main menu item registration.

Default value:

---
- AccessKey: ''
  Block: ''
  Description: Create new SMS ticket and send it out (outbound).
  Group: []
  GroupRo: []
  Link: Action=AgentTicketSMS
  LinkOption: ''
  Name: New SMS ticket
  NavBar: Ticket
  Prio: '230'
  Type: ''

Frontend::Navigation###AgentTicketSearch###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: s
  Block: ''
  Description: Search Tickets.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketSearch
  LinkOption: onclick="window.setTimeout(function(){Core.Agent.Search.OpenSearchDialog('AgentTicketSearch');},
    0); return false;"
  Name: Search
  NavBar: Ticket
  Prio: '300'
  Type: ''

Frontend::Navigation###AgentTicketService###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: i
  Block: ''
  Description: Overview of all open Tickets.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketService
  LinkOption: ''
  Name: Service view
  NavBar: Ticket
  Prio: '105'
  Type: ''

Frontend::Navigation###AgentTicketStatusView###002-Ticket

Main menu item registration.

Default value:

---
- AccessKey: v
  Block: ''
  Description: Overview of all open Tickets.
  Group: []
  GroupRo: []
  Link: Action=AgentTicketStatusView
  LinkOption: ''
  Name: Status view
  NavBar: Ticket
  Prio: '110'
  Type: ''

Frontend::Navigation###AgentTicketWatchView###002-Ticket

Main menu item registration.

This setting is not active by default.

Default value:

--- []

Frontend → Agent → TicketOverview

Ticket::Frontend::Overview###Medium

Allows having a medium format ticket overview (CustomerInfo => 1 - shows also the customer information).

Default value:

---
CustomerInfo: '0'
Module: Kernel::Output::HTML::TicketOverview::Medium
ModulePriority: '200'
Name: Medium
NameShort: M
OverviewMenuModules: '1'
TicketActionsPerTicket: '1'

Ticket::Frontend::Overview###Preview

Shows a preview of the ticket overview (CustomerInfo => 1 - shows also Customer-Info, CustomerInfoMaxSize max. size in characters of Customer-Info).

Default value:

---
CustomerInfo: '0'
CustomerInfoMaxSize: '18'
DefaultPreViewLines: '25'
DefaultViewNewLine: '90'
Module: Kernel::Output::HTML::TicketOverview::Preview
ModulePriority: '300'
Name: Large
NameShort: L
OverviewMenuModules: '1'
StripEmptyLines: '0'
TicketActionsPerTicket: '1'

Ticket::Frontend::Overview###Small

Allows having a small format ticket overview (CustomerInfo => 1 - shows also the customer information).

Default value:

---
CustomerInfo: '1'
Module: Kernel::Output::HTML::TicketOverview::Small
ModulePriority: '100'
Name: Small
NameShort: S

Ticket::Frontend::Overview::PreviewArticleLimit

Sets the count of articles visible in preview mode of ticket overviews.

This setting can not be deactivated.

Default value:

5

Ticket::Frontend::Overview::PreviewArticleSenderTypes

Defines which article sender types should be shown in the preview of a ticket.

This setting is not active by default.

Default value:

---
agent: '1'
customer: '1'
system: '1'

Ticket::Frontend::Overview::PreviewIsVisibleForCustomerExpanded

Defines if the first article should be displayed as expanded, that is visible for the related customer. If nothing defined, latest article will be expanded.

This setting is not active by default.

Default value:

0

Ticket::Frontend::OverviewMedium###DynamicField

Dynamic fields shown in the ticket medium format overview screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::OverviewPreview###DynamicField

Dynamic fields shown in the ticket preview format overview screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::OverviewSmall###DynamicField

Dynamic fields shown in the ticket small format overview screen of the agent interface.

Default value:

--- {}

Frontend → Agent → TicketOverview → MenuModule

Ticket::Frontend::OverviewMenuModule###001-Sort

This setting shows the sorting attributes in all overview screen, not only in queue view.

Default value:

---
Module: Kernel::Output::HTML::TicketOverviewMenu::Sort

Ticket::Frontend::PreMenuModule###100-Lock

Shows a link in the menu to lock / unlock a ticket in the ticket overviews of the agent interface.

Default value:

---
Action: AgentTicketLock
Module: Kernel::Output::HTML::TicketMenu::Lock
Name: Lock
PopupType: ''
Target: ''

Ticket::Frontend::PreMenuModule###200-Zoom

Shows a link in the menu to zoom a ticket in the ticket overviews of the agent interface.

Default value:

---
Action: AgentTicketZoom
Description: Look into a ticket!
Link: Action=AgentTicketZoom;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Zoom
PopupType: ''
Target: ''

Ticket::Frontend::PreMenuModule###210-History

Shows a link in the menu to see the history of a ticket in every ticket overview of the agent interface.

Default value:

---
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: ''

Ticket::Frontend::PreMenuModule###300-Priority

Shows a link in the menu to set the priority of a ticket in every ticket overview of the agent interface.

Default value:

---
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: ''

Ticket::Frontend::PreMenuModule###420-Note

Shows a link in the menu to add a note to a ticket in every ticket overview of the agent interface.

Default value:

---
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: ''

Ticket::Frontend::PreMenuModule###440-Close

Shows a link in the menu to close a ticket in every ticket overview of the agent interface.

Default value:

---
Action: AgentTicketClose
Description: Close this ticket
Link: Action=AgentTicketClose;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Close
PopupType: TicketAction
Target: ''

Ticket::Frontend::PreMenuModule###445-Move

Shows a link in the menu to move a ticket in every ticket overview of the agent interface.

Default value:

---
Action: AgentTicketMove
Description: Change queue!
Module: Kernel::Output::HTML::TicketMenu::Move
Name: Move

Ticket::Frontend::PreMenuModule###450-Delete

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”.

This setting is not active by default.

Default value:

---
Action: AgentTicketMove
Description: Delete this ticket
Link: Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Delete
PopupType: ''
Target: ''

Ticket::Frontend::PreMenuModule###460-Junk

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”.

This setting is not active by default.

Default value:

---
Action: AgentTicketMove
Description: Mark as Spam!
Link: Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Spam
PopupType: ''
Target: ''

TicketOverviewMenuSort###SortAttributes

Defines from which ticket attributes the agent can select the result order.

Default value:

---
Age: '1'
Title: '1'

Frontend → Agent → ToolBar

Frontend::ToolBarModule###110-Ticket::AgentTicketQueue

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: q
Action: AgentTicketQueue
CssClass: QueueView
Icon: fa fa-folder
Link: Action=AgentTicketQueue
Module: Kernel::Output::HTML::ToolBar::Link
Name: Queue view
Priority: '1010010'

Frontend::ToolBarModule###12-ChatRequests

Agent interface notification module to check for open chat requests.

Default value:

---
AccessKey: ''
CssClass: ChatRequests
Icon: fa fa-comments-o
Module: Kernel::Output::HTML::ToolBar::ChatRequests
Priority: '1030040'

Frontend::ToolBarModule###12-NotificationWebView::AgentNotificationView

Tool-bar item for a notification web view.

Default value:

---
AccessKey: u
Action: AgentNotificationView
CssClass: NotificationView
Icon: fa fa-flag-o
Link: Action=AgentNotificationView
Module: Kernel::Output::HTML::ToolBar::NotificationView
Name: 'Notifications Unseen:'
Priority: '1040010'

Frontend::ToolBarModule###120-Ticket::AgentTicketStatus

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: ''
Action: AgentTicketStatusView
CssClass: StatusView
Icon: fa fa-list-ol
Link: Action=AgentTicketStatusView
Module: Kernel::Output::HTML::ToolBar::Link
Name: Status view
Priority: '1010020'

Frontend::ToolBarModule###13-ChatAvailability

Agent interface availability.

Default value:

---
AccessKey: ''
CssClass: ChatAvailability
Icon: fa fa-circle-o
Module: Kernel::Output::HTML::ToolBar::ChatAvailability
Priority: '1030042'

Frontend::ToolBarModule###130-Ticket::AgentTicketEscalation

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: w
Action: AgentTicketEscalationView
CssClass: EscalationView
Icon: fa fa-exclamation
Link: Action=AgentTicketEscalationView
Module: Kernel::Output::HTML::ToolBar::Link
Name: Escalation view
Priority: '1010030'

Frontend::ToolBarModule###140-Ticket::AgentTicketPhone

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: ''
Action: AgentTicketPhone
CssClass: PhoneTicket
Icon: fa fa-phone
Link: Action=AgentTicketPhone
Module: Kernel::Output::HTML::ToolBar::Link
Name: New phone ticket
Priority: '1020010'

Frontend::ToolBarModule###150-Ticket::AgentTicketEmail

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: ''
Action: AgentTicketEmail
CssClass: EmailTicket
Icon: fa fa-envelope
Link: Action=AgentTicketEmail
Module: Kernel::Output::HTML::ToolBar::Link
Name: New email ticket
Priority: '1020020'

Frontend::ToolBarModule###160-Ticket::AgentTicketProcess

Toolbar Item for a shortcut. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
AccessKey: ''
Action: AgentTicketProcess
CssClass: ProcessTicket
Icon: fa fa-sitemap
Link: Action=AgentTicketProcess
Module: Kernel::Output::HTML::ToolBar::Link
Name: New process ticket
Priority: '1020030'

Frontend::ToolBarModule###170-Ticket::TicketResponsible

Agent interface notification module to see the number of tickets an agent is responsible for. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

Default value:

---
AccessKey: r
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Responsible
CssClassNew: Responsible New
CssClassReached: Responsible Reached
Icon: fa fa-user
IconNew: fa fa-user
IconReached: fa fa-user
Module: Kernel::Output::HTML::ToolBar::TicketResponsible
Priority: '1030010'

Frontend::ToolBarModule###180-Ticket::TicketWatcher

Agent interface notification module to see the number of watched tickets. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

Default value:

---
AccessKey: ''
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Watcher
CssClassNew: Watcher New
CssClassReached: Watcher Reached
Icon: fa fa-eye
IconNew: fa fa-eye
IconReached: fa fa-eye
Module: Kernel::Output::HTML::ToolBar::TicketWatcher
Priority: '1030020'

Frontend::ToolBarModule###190-Ticket::TicketLocked

Agent interface notification module to see the number of locked tickets. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

Default value:

---
AccessKey: k
AccessKeyNew: ''
AccessKeyReached: ''
CssClass: Locked
CssClassNew: Locked New
CssClassReached: Locked Reached
Icon: fa fa-lock
IconNew: fa fa-lock
IconReached: fa fa-lock
Module: Kernel::Output::HTML::ToolBar::TicketLocked
Priority: '1030030'

Frontend::ToolBarModule###200-Ticket::AgentTicketService

Agent interface notification module to see the number of tickets in My Services. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
CssClass: ServiceView
Icon: fa fa-wrench
Module: Kernel::Output::HTML::ToolBar::TicketService
Priority: '1030035'

Frontend::ToolBarModule###210-Ticket::TicketSearchProfile

Agent interface module to access search profiles via nav bar. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
Block: ToolBarSearchProfile
Description: Search template
MaxWidth: '40'
Module: Kernel::Output::HTML::ToolBar::TicketSearchProfile
Name: Search template
Priority: '1990010'

Frontend::ToolBarModule###230-CICSearchCustomerID

Agent interface module to access CIC search via nav bar. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
Block: ToolBarCICSearchCustomerID
Description: CustomerID...
Module: Kernel::Output::HTML::ToolBar::Generic
Name: CustomerID
Priority: '1990030'
Size: '10'

Frontend::ToolBarModule###240-CICSearchCustomerUser

Agent interface module to access CIC search via nav bar. Additional access control to show or not show this link can be done by using Key “Group” and Content like “rw:group1;move_into:group2”.

This setting is not active by default.

Default value:

---
Block: ToolBarCICSearchCustomerUser
Description: Customer user...
Module: Kernel::Output::HTML::ToolBar::Generic
Name: Customer User
Priority: '1990040'
Size: '10'

Frontend::ToolBarModule###90-FAQ::AgentFAQAdd

Toolbar Item for a shortcut.

This setting is not active by default.

Default value:

---
AccessKey: ''
Action: AgentFAQAdd
CssClass: FAQ
Icon: fa fa-question
Link: Action=AgentFAQAdd
Module: Kernel::Output::HTML::ToolBar::Link
Name: Add FAQ article
Priority: '1020090'

Frontend → Agent → View → CustomerInformationCenter

AgentCustomerInformationCenter::Backend###0050-CIC-CustomerUserList

Parameters for the dashboard backend of the customer user list overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
Description: All customer users of a CustomerID
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::CustomerUserList
Permission: ro
Title: Customer Users

AgentCustomerInformationCenter::Backend###0100-CIC-TicketPendingReminder

Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: UntilTime
Title: Reminder Tickets

AgentCustomerInformationCenter::Backend###0110-CIC-TicketEscalation

Parameters for the dashboard backend of the ticket escalation overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: EscalationTime
Title: Escalated Tickets

AgentCustomerInformationCenter::Backend###0120-CIC-TicketNew

Parameters for the dashboard backend of the new tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: New Tickets

AgentCustomerInformationCenter::Backend###0130-CIC-TicketOpen

Parameters for the dashboard backend of the open tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: Open Tickets

AgentCustomerInformationCenter::Backend###0500-CIC-CustomerIDStatus

Parameters for the dashboard backend of the customer id status widget of the agent interface . “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentSmall
CacheTTLLocal: '0.5'
Default: '1'
Description: Company Status
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerIDStatus
Permission: ro
Title: Company Status

AgentCustomerInformationCenter::MainMenu###010-EditCustomerID

Main menu registration.

This setting is not active by default.

Default value:

---
Link: '[% Env("Baselink") %]Action=AdminCustomerCompany;Subaction=Change;CustomerID=[%
  Data.CustomerID | uri %];Nav=0'
Name: Edit customer company

Frontend → Agent → View → CustomerUserAddressBook

CustomerUser::Frontend::Overview###AddressBook

Defines an overview module to show the address book view of a customer user list.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::CustomerUser::OverviewAddressBook
Name: AddressBook

Frontend → Agent → View → CustomerUserInformationCenter

AgentCustomerUserInformationCenter::Backend###0050-CUIC-CustomerIDList

Parameters for the dashboard backend of the customer id list overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
Description: All CustomerIDs of a customer user.
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::CustomerIDList
Permission: ro
Title: Customer IDs

AgentCustomerUserInformationCenter::Backend###0100-CUIC-TicketPendingReminder

Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: UntilTime
Title: Reminder Tickets

AgentCustomerUserInformationCenter::Backend###0110-CUIC-TicketEscalation

Parameters for the dashboard backend of the ticket escalation overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: EscalationTime
Title: Escalated Tickets

AgentCustomerUserInformationCenter::Backend###0120-CUIC-TicketNew

Parameters for the dashboard backend of the new tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: New Tickets

AgentCustomerUserInformationCenter::Backend###0130-CUIC-TicketOpen

Parameters for the dashboard backend of the open tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: ro
Time: Age
Title: Open Tickets

Frontend → Agent → View → CustomerUserSearch

CustomerUser::Frontend::AgentCustomerUserAddressBook###DefaultFields

Defines the default filter fields in the customer user address book search (CustomerUser or CustomerCompany). For the CustomerCompany fields a prefix ‘CustomerCompany_’ must be added.

This setting can not be deactivated.

Default value:

---
Email:
- UserLogin
- UserFirstname
- UserLastname
- UserEmail
- UserCustomerID

CustomerUser::Frontend::AgentCustomerUserAddressBook###DefaultFields###SMS

Defines the default filter fields in the customer user address book search (CustomerUser or CustomerCompany). For the CustomerCompany fields a prefix ‘CustomerCompany_’ must be added.

This setting can not be deactivated.

Default value:

---
- UserFirstname
- UserLastname
- UserLogin
- UserMobile
- UserCustomerID

CustomerUser::Frontend::AgentCustomerUserAddressBook###SearchParameters

Defines the search parameters for the AgentCustomerUserAddressBook screen. With the setting ‘CustomerTicketTextField’ the values for the recipient field can be specified.

This setting can not be deactivated.

Default value:

---
Email:
  CustomerTicketTextField: UserMailString
  Order::Default: Up
  PageShown: '50'
  SearchLimit: '10000'
  SortBy::Default: UserLogin

CustomerUser::Frontend::AgentCustomerUserAddressBook###SearchParameters###SMS

Defines the search parameters for the AgentCustomerUserAddressBook screen. With the setting ‘CustomerTicketTextField’ the values for the recipient field can be specified.

This setting can not be deactivated.

Default value:

---
CustomerTicketTextField: UserMobile
Order::Default: Up
PageShown: '50'
SearchLimit: '10000'
SortBy::Default: UserLogin

CustomerUser::Frontend::AgentCustomerUserAddressBook###ShowColumns

Defines the shown columns and the position in the AgentCustomerUserAddressBook result screen.

This setting can not be deactivated.

Default value:

---
Email:
- UserFirstname
- UserLastname
- UserLogin
- UserEmail
- UserCustomerID

CustomerUser::Frontend::AgentCustomerUserAddressBook###ShowColumns###SMS

Defines the shown columns and the position in the AgentCustomerUserAddressBook result screen.

This setting can not be deactivated.

Default value:

---
- UserFirstname
- UserLastname
- UserLogin
- UserMobile
- UserCustomerID

Frontend → Agent → View → Dashboard

AgentCustomerInformationCenter::Backend###0600-CIC-CustomerCompanyInformation

Parameters for the dashboard backend of the customer company information of the agent interface. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerCompanyInformation
Title: Customer Information

AgentCustomerUserInformationCenter::Backend###0100-CUIC-CustomerUserInformation

Parameters for the dashboard backend of the customer user information of the agent interface. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer User Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerUserInformation
Title: Customer User Information

AgentCustomerUserInformationCenter::Backend###0600-CUIC-CustomerCompanyInformation

Parameters for the dashboard backend of the customer company information of the agent interface. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin.

Default value:

---
Attributes: ''
Block: ContentSmall
Default: '1'
Description: Customer Information
Group: ''
Module: Kernel::Output::HTML::Dashboard::CustomerCompanyInformation
Title: Customer Information

DashboardBackend###0000-ProductNotify

Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentLarge
CacheTTLLocal: '1440'
Default: '1'
Description: News about OTRS releases!
Group: admin
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::ProductNotify
Title: Product News

DashboardBackend###0100-TicketPendingReminder

Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Filter: Locked
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: UntilTime
Title: Reminder Tickets

DashboardBackend###0110-TicketEscalation

Parameters for the dashboard backend of the ticket escalation overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All escalated tickets
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: EscalationTime
Title: Escalated Tickets

DashboardBackend###0120-TicketNew

Parameters for the dashboard backend of the new tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=new;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All new tickets, these tickets have not been worked on yet
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: Age
Title: New Tickets

DashboardBackend###0130-TicketOpen

Parameters for the dashboard backend of the open tickets overview of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns.

Default value:

---
Attributes: StateType=open;
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '1'
DefaultColumns:
  Age: '2'
  Changed: '1'
  Created: '1'
  CustomerCompanyName: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All open tickets, these tickets have already been worked on.
Filter: All
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: Age
Title: Open Tickets

DashboardBackend###0140-RunningTicketProcess

Parameters for the dashboard backend of the running process tickets overview of the agent interface . “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Attributes: StateType=new;StateType=open;StateType=pending reminder;StateType=pending
  auto
Block: ContentLarge
CacheTTLLocal: '0.5'
Default: '0'
DefaultColumns:
  Age: '2'
  Changed: '1'
  CustomerID: '1'
  CustomerName: '1'
  CustomerUserID: '1'
  DynamicField_ProcessManagementActivityID: '2'
  DynamicField_ProcessManagementProcessID: '2'
  EscalationResponseTime: '1'
  EscalationSolutionTime: '1'
  EscalationTime: '1'
  EscalationUpdateTime: '1'
  Lock: '1'
  Owner: '1'
  PendingTime: '1'
  Priority: '1'
  Queue: '1'
  Responsible: '1'
  SLA: '1'
  Service: '1'
  State: '1'
  TicketNumber: '2'
  Title: '2'
  Type: '1'
Description: All tickets with a reminder set where the reminder date has been reached
Group: ''
IsProcessWidget: '1'
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketGeneric
Permission: rw
Time: UntilTime
Title: Running Process Tickets

DashboardBackend###0200-Image

Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

This setting is not active by default.

Default value:

---
Block: ContentLarge
Default: '1'
Description: Some picture description!
Group: ''
Height: '140'
Link: https://otrs.org/
LinkTitle: https://otrs.org/
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::Image
Title: A picture
URL: https://www.otrs.com/wp-uploads//2013/10/OTRS_Logo-300x170.png
Width: '198'

DashboardBackend###0210-MOTD

Shows the message of the day (MOTD) in the agent dashboard. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

This setting is not active by default.

Default value:

---
Block: ContentLarge
Default: '1'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::MOTD
Title: Message of the Day

DashboardBackend###0250-TicketStats

Parameters for the dashboard backend of the ticket stats of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTLLocal: '30'
Changed: '1'
Closed: '1'
Default: '1'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketStatsGeneric
Permission: rw
Title: 7 Day Stats

DashboardBackend###0260-TicketCalendar

Parameters for the dashboard backend of the upcoming events widget of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTL: '2'
Default: '1'
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::Calendar
OwnerOnly: ''
Permission: rw
Title: Upcoming Events

DashboardBackend###0270-TicketQueueOverview

Parameters for the dashboard backend of the queue overview widget of the agent interface. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “QueuePermissionGroup” is not mandatory, queues are only listed if they belong to this permission group if you enable it. “States” is a list of states, the key is the sort order of the state in the widget. “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentLarge
CacheTTLLocal: '2'
Default: '1'
Description: Provides a matrix overview of the tickets per state per queue
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::TicketQueueOverview
Permission: rw
QueuePermissionGroup: ''
Sort: SortBy=Age;OrderBy=Up
States:
  '1': new
  '4': open
  '6': pending reminder
Title: Ticket Queue Overview

DashboardBackend###0280-DashboardEventsTicketCalendar

Parameters for the dashboard backend of the ticket events calendar of the agent interface. “Limit” is the number of entries shown by default. “Group” is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). “Default” determines if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” is the cache time in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentLarge
CacheTTL: '0'
Default: '0'
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::EventsTicketCalendar
Title: Events Ticket Calendar

DashboardBackend###0300-IFrame

Defines the parameters for the dashboard backend. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

This setting is not active by default.

Default value:

---
Align: left
Block: ContentLarge
Default: '1'
Description: Some description!
Frameborder: '1'
Group: ''
Height: '800'
Link: https://otrs.org/
LinkTitle: OTRS.org/
Mandatory: '0'
Marginheight: '5'
Marginwidth: '5'
Module: Kernel::Output::HTML::Dashboard::IFrame
Scrolling: auto
Title: A Website
URL: https://www.otrs.org/
Width: '1024'

DashboardBackend###0390-UserOutOfOffice

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '1'
Description: Out of Office users.
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::UserOutOfOffice
SortBy: UserFullname
Title: Out Of Office

DashboardBackend###0398-FAQ-LastChange

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually.

Default value:

---
Block: ContentSmall
Default: '1'
Description: ''
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::FAQ
Title: Latest updated FAQ articles
Type: LastChange

DashboardBackend###0399-FAQ-LastCreate

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually.

Default value:

---
Block: ContentSmall
Default: '1'
Description: ''
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::FAQ
Title: Latest created FAQ articles
Type: LastCreate

DashboardBackend###0400-UserOnline

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '0'
Description: Logged in users.
Filter: Agent
Group: ''
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::UserOnline
ShowEmail: '0'
SortBy: UserFullname
Title: Logged-In Users

DashboardBackend###0405-News

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTL: '360'
Default: '1'
Description: News about OTRS.
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::News
Title: OTRS News

DashboardBackend###0410-RSS

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

This setting is not active by default.

Default value:

---
Block: ContentSmall
CacheTTL: '360'
Default: '1'
Description: Custom RSS feed.
Group: ''
Limit: '6'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::RSS
Title: Custom RSS Feed
URL: https://www.otrs.com/en/rss.xml
URL_de: https://www.otrs.com/de/rss.xml
URL_es: https://www.otrs.com/es/rss.xml
URL_nl: https://www.otrs.com/nl/rss.xml
URL_ru: https://www.otrs.com/ru/rss.xml
URL_zh: https://www.otrs.com/cn/rss.xml

DashboardBackend###0420-CmdOutput

Defines the parameters for the dashboard backend. “Cmd” is used to specify command with parameters. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTL” indicates the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

This setting is not active by default.

Default value:

---
Block: ContentSmall
CacheTTL: '60'
Cmd: /bin/echo Configure me please.
Default: '0'
Description: Show command line output.
Group: ''
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::CmdOutput
Title: Sample command output

DashboardBackend###0500-AppointmentCalendar

Defines the parameters for the dashboard backend. “Limit” defines the number of entries displayed by default. “Group” is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). “Default” indicates if the plugin is enabled by default or if the user needs to enable it manually. “CacheTTLLocal” defines the cache expiration period in minutes for the plugin. “Mandatory” determines if the plugin is always shown and can not be removed by agents.

Default value:

---
Block: ContentSmall
CacheTTLLocal: '5'
Default: '0'
Description: Appointments
Filter: Today
Group: ''
IdleMinutes: '60'
Limit: '10'
Mandatory: '0'
Module: Kernel::Output::HTML::Dashboard::AppointmentCalendar
ShowEmail: '0'
SortBy: UserFullname
Title: Appointments

Frontend → Agent → View → Dashboard → EventsTicketCalendar

DashboardEventsTicketCalendar###CalendarWidth

Defines the calendar width in percent. Default is 95%.

This setting can not be deactivated.

Default value:

95

DashboardEventsTicketCalendar###Queues

Defines queues that’s tickets are used for displaying as calendar events.

This setting can not be deactivated.

Default value:

---
- Raw

DashboardEventsTicketCalendar::DynamicFieldEndTime

Define dynamic field name for end time. This field has to be manually added to the system as Ticket: “Date / Time” and must be activated in ticket creation screens and/or in any other ticket action screens.

Default value:

TicketCalendarEndTime

DashboardEventsTicketCalendar::DynamicFieldStartTime

Define dynamic field name for start time. This field has to be manually added to the system as Ticket: “Date / Time” and must be activated in ticket creation screens and/or in any other ticket action screens.

Default value:

TicketCalendarStartTime

DashboardEventsTicketCalendar::DynamicFieldsForEvents

Defines the dynamic fields that are used for displaying on calendar events.

This setting can not be deactivated.

Default value:

---
- TicketCalendarStartTime
- TicketCalendarEndTime

DashboardEventsTicketCalendar::TicketFieldsForEvents

Defines the ticket fields that are going to be displayed calendar events. The “Key” defines the field or ticket attribute and the “Content” defines the display name.

This setting can not be deactivated.

Default value:

---
CustomerID: Customer ID
CustomerUserID: Customer user
Priority: Priority
Queue: Queue
SLA: SLA
Service: Service
State: State
Title: Title
Type: Type

Frontend → Agent → View → Dashboard → TicketFilters

OnlyValuesOnTicket

Defines if the values for filters should be retrieved from all available tickets. If enabled, only values which are actually used in any ticket will be available for filtering. Please note: The list of customers will always be retrieved like this.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → FAQAdd

FAQ::Frontend::AgentFAQAdd###DynamicField

Dynamic fields shown in the FAQ add screen of the agent interface.

Default value:

--- {}

FAQ::Frontend::AgentFAQAdd###RichTextHeight

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

Default value:

320

FAQ::Frontend::AgentFAQAdd###RichTextWidth

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

Default value:

620

Frontend → Agent → View → FAQEdit

FAQ::Frontend::AgentFAQEdit###DynamicField

Dynamic fields shown in the FAQ edit screen of the agent interface.

Default value:

--- {}

FAQ::Frontend::AgentFAQEdit###RichTextHeight

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

Default value:

320

FAQ::Frontend::AgentFAQEdit###RichTextWidth

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

Default value:

620

Frontend → Agent → View → FAQExplorer

FAQ::Frontend::AgentFAQExplorer###Order::Default

Defines the default FAQ order in the FAQ Explorer result of the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

Down

FAQ::Frontend::AgentFAQExplorer###SearchLimit

Maximum number of FAQ articles to be displayed in the FAQ Explorer result of the agent interface.

This setting can not be deactivated.

Default value:

200

FAQ::Frontend::AgentFAQExplorer###ShowColumns

Defines the shown columns in the FAQ Explorer. This option has no effect on the position of the column.

This setting can not be deactivated.

Default value:

---
Category: '0'
Changed: '0'
Language: '1'
State: '1'
Title: '1'
Valid: '1'

FAQ::Frontend::AgentFAQExplorer###ShowInvalidFAQItems

Show invalid items in the FAQ Explorer result of the agent interface.

This setting can not be deactivated.

Default value:

0

FAQ::Frontend::AgentFAQExplorer###SortBy::Default

Defines the default FAQ attribute for FAQ sorting in the FAQ Explorer of the agent interface.

This setting can not be deactivated.

Default value:

FAQID

FAQ::Frontend::AgentFAQExplorer###TitleSize

Maximum size of the titles in a FAQ article to be shown in the FAQ Explorer in the agent interface.

This setting is not active by default.

Default value:

50

Frontend → Agent → View → FAQJournal

FAQ::Frontend::AgentFAQJournal###JournalLimit

Maximum number of FAQ articles to be displayed in the FAQ journal in the agent interface.

This setting can not be deactivated.

Default value:

200

FAQ::Frontend::AgentFAQJournal###ShowColumns

Defines the shown columns in the FAQ journal. This option has no effect on the position of the column.

This setting can not be deactivated.

Default value:

---
Category: '1'
Name: '1'
Time: '1'
Title: '1'
Valid: '1'

FAQ::Frontend::AgentFAQJournal###TitleSize

Maximum size of the titles in a FAQ article to be shown in the FAQ journal in the agent interface.

This setting is not active by default.

Default value:

50

Frontend → Agent → View → FAQPrint

FAQ::Frontend::AgentFAQPrint###DynamicField

Dynamic fields shown in the FAQ print screen of the agent interface.

Default value:

--- {}

Frontend → Agent → View → FAQSearch

FAQ::Frontend::AgentFAQSearch###Defaults###ApprovedSearch

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###CategoryIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###CreatedUserIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###Fulltext`

Defines the default shown FAQ search attribute for FAQ search screen.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###ItemChangeTimePoint`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###ItemChangeTimeSlot`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###ItemCreateTimePoint`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###ItemCreateTimeSlot`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###Keyword`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###LanguageIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###LastChangedUserIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###Number`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###RateSearchType`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###StateIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###Title`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###ValidIDs`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###Defaults###VoteSearchType`

Defines the default shown FAQ search attribute for FAQ search screen.

This setting is not active by default.

Default value:

`FAQ::Frontend::AgentFAQSearch###DynamicField`

Dynamic fields shown in the FAQ search screen of the agent interface.

Default value:

--- {}

FAQ::Frontend::AgentFAQSearch###Order::Default

Defines the default FAQ order of a search result in the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

Down

FAQ::Frontend::AgentFAQSearch###SearchCSVDynamicField

Dynamic Fields used to export the search result in CSV format.

Default value:

--- {}

FAQ::Frontend::AgentFAQSearch###SearchLimit

Maximum number of FAQ articles to be displayed in the result of a search in the agent interface.

This setting can not be deactivated.

Default value:

200

FAQ::Frontend::AgentFAQSearch###ShowColumns

Defines the shown columns in the FAQ search. This option has no effect on the position of the column.

This setting can not be deactivated.

Default value:

---
Category: '1'
Changed: '1'
Language: '1'
State: '1'
Title: '1'
Valid: '1'

FAQ::Frontend::AgentFAQSearch###SortBy::Default

Defines the default FAQ attribute for FAQ sorting in a FAQ search of the agent interface.

This setting can not be deactivated.

Default value:

FAQID

FAQ::Frontend::AgentFAQSearch###TitleSize

Maximum size of the titles in a FAQ article to be shown in the FAQ Search in the agent interface.

This setting is not active by default.

Default value:

50

Frontend → Agent → View → FAQZoom

FAQ::Frontend::AgentFAQZoom###DynamicField

Dynamic fields shown in the FAQ zoom screen of the agent interface.

Default value:

--- {}

FAQ::Frontend::AgentHTMLFieldHeightDefault

Set the default height (in pixels) of inline HTML fields in AgentFAQZoom.

This setting can not be deactivated.

Default value:

100

FAQ::Frontend::AgentHTMLFieldHeightMax

Set the maximum height (in pixels) of inline HTML fields in AgentFAQZoom.

This setting can not be deactivated.

Default value:

2500

Frontend → Agent → View → FAQZoom → MenuModule

FAQ::Frontend::MenuModule###000-Back

Shows a link in the menu to go back in the FAQ zoom view of the agent interface.

Default value:

---
Action: ''
Description: Back
Link: '[% Env("LastScreenOverview") %]'
Module: Kernel::Output::HTML::FAQMenu::Generic
Name: Back
Target: Back

FAQ::Frontend::MenuModule###010-Edit

Shows a link in the menu to edit a FAQ in the its zoom view of the agent interface.

Default value:

---
Action: AgentFAQEdit
Description: Edit this FAQ
Link: Action=AgentFAQEdit;ItemID=[% Data.ItemID | html %];ScreenType=Popup
Module: Kernel::Output::HTML::FAQMenu::Generic
Name: Edit
Target: PopUp

FAQ::Frontend::MenuModule###020-History

Shows a link in the menu to access the history of a FAQ in its zoom view of the agent interface.

Default value:

---
Action: AgentFAQHistory
Description: History of this FAQ
Link: Action=AgentFAQHistory;ItemID=[% Data.ItemID | html %]
Module: Kernel::Output::HTML::FAQMenu::Generic
Name: History
Target: PopUp

FAQ::Frontend::MenuModule###030-Print

Shows a link in the menu to print a FAQ in the its zoom view of the agent interface.

Default value:

---
Action: AgentFAQPrint
Description: Print this FAQ
Link: Action=AgentFAQPrint;ItemID=[% Data.ItemID | html %]
LinkParam: target="print_FAQ"
Module: Kernel::Output::HTML::FAQMenu::Generic
Name: Print
Target: PopUp

FAQ::Frontend::MenuModule###040-Link

Shows a link in the menu that allows linking a FAQ with another object in the zoom view of such FAQ of the agent interface.

Default value:

---
Action: AgentLinkObject
Description: Link another object to this FAQ item
Link: Action=AgentLinkObject;SourceObject=FAQ;SourceKey=[% Data.ItemID | html %]
Module: Kernel::Output::HTML::FAQMenu::Generic
Name: Link
Target: PopUp

FAQ::Frontend::MenuModule###050-Delete

Shows a link in the menu that allows to delete a FAQ in its zoom view in the agent interface.

Default value:

---
Action: AgentFAQDelete
Description: Delete this FAQ
Link: Action=AgentFAQDelete;ItemID=[% Data.ItemID | html %]
Module: Kernel::Output::HTML::FAQMenu::Delete
Name: Delete
Target: ConfirmationDialog

Frontend → Agent → View → LinkObject

Frontend::AgentLinkObject::WildcardSearch

Starts a wildcard search of the active object after the link object mask is started.

This setting can not be deactivated.

Default value:

0

Frontend → Agent → View → NotificationView

Notification::Transport::NotificationView::DaysToKeep

Defines the number of days a notification should be still shown in the notification web view screen (value of ‘0’ means always show).

Default value:

30

NotificationView::Frontend::AgentNotificationView###DefaultColumns

Columns that can be filtered in the notification web view of the agent interface.

This setting can not be deactivated.

Default value:

---
Age: '2'
Name: '2'
ObjectReference: '2'
ObjectType: '2'
Subject: '2'

NotificationView::Frontend::BulkFeature

Enables notification web view bulk action feature for the agent frontend to work on more than one notification at a time.

This setting can not be deactivated.

Default value:

1

NotificationView::Frontend::BulkFeatureGroup

Enables notification web view bulk action feature only for the listed groups.

This setting is not active by default.

Default value:

---
- admin
- users

NotificationView::Frontend::Overview###Small

Allows having a small format notification web view.

Default value:

---
Module: Kernel::Output::HTML::NotificationView::Small
ModulePriority: '100'
Name: Small
NameShort: S

NotificationView::ObjectType###Appointment

Defines the settings for appointment notification.

Default value:

---
FilterPrio: '1020'
Hook: '[% Translate("Appointment") | html %]:'
Link: Action=AgentAppointmentCalendarOverview;AppointmentID=[% Data.ObjectID | html
  %]
Name: Appointment Notifications

NotificationView::ObjectType###Calendar

Defines the settings for calendar notification.

Default value:

---
FilterPrio: '1030'
Hook: '[% Translate("Calendar") | html %]:'
Link: Action=AgentAppointmentCalendarManage;Subaction=Edit;CalendarID=[% Data.ObjectID
  | html %]
Name: Calendar Notifications

NotificationView::ObjectType###Ticket

Defines the settings for ticket notification.

Default value:

---
FilterPrio: '1010'
Hook: '[% Config("Ticket::Hook") | html %]'
Link: Action=AgentTicketZoom;TicketID=[% Data.ObjectID | html %]
Name: Ticket Notifications

Frontend → Agent → View → Preferences

AgentPreferencesGroups

Defines groups for preferences items.

This setting can not be deactivated.

Default value:

---
- Description: Change your password and more.
  Icon: fa-user
  Key: UserProfile
  Name: User Profile
  Prio: '1000'
- Description: Choose which notifications you'd like to receive.
  Icon: fa-envelope
  Key: NotificationSettings
  Name: Notification Settings
  Prio: '1001'
- Description: Change the system appearance and more.
  Icon: fa-cog
  Key: Miscellaneous
  Name: Miscellaneous
  Prio: '1002'
- Description: For more experienced users.
  Icon: fa-cubes
  Key: Advanced
  Name: Advanced
  Prio: '1003'

PreferencesGroups###AppointmentNotificationEvent

Transport selection for appointment notifications. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Choose for which kind of appointment changes you want to receive notifications.
Label: Appointment notifications
Module: Kernel::Output::HTML::Preferences::AppointmentNotificationEvent
PrefKey: AdminAppointmentNotifcationEventTransport
PreferenceGroup: NotificationSettings
Prio: '8001'

PreferencesGroups###Avatar

Defines the users avatar. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Block: Avatar
Desc: Change your avatar image.
Key: Avatar
Label: Avatar
Module: Kernel::Output::HTML::Preferences::Avatar
PreferenceGroup: UserProfile
Prio: '1000'

PreferencesGroups###CSVSeparator

Gives end users the possibility to override the separator character for CSV files, defined in the translation files. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

This setting is not active by default.

Default value:

---
Active: '1'
Data:
  '': ''
  ',': ','
  ;: ;
  \t: tab
  '|': '|'
DataSelected: '0'
Desc: Select the separator character used in CSV files (stats and searches). If you
  don't select a separator here, the default separator for your language will be used.
Label: CSV Separator
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserCSVSeparator
PreferenceGroup: Miscellaneous
Prio: '4000'

PreferencesGroups###Comment

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Block: Input
Data: '[% Env("UserComment") %]'
Desc: This is a Description for Comment on Framework.
Label: Comment
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserComment
PreferenceGroup: Miscellaneous
Prio: '6000'

PreferencesGroups###CommunicationLogPageShown

Parameters for the pages (in which the communication log entries are shown) of the communication log overview.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
  '50': '50'
DataSelected: '25'
Desc: Communication log limit per page for Communication Log Overview.
Key: ''
Label: CommunicationLog Overview Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AdminCommunicationLogPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'

PreferencesGroups###CreateNextMask

Parameters for the CreateNextMask object in the preference view of the agent interface. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Data:
  '0': Create Ticket
  AgentTicketZoom: Ticket Zoom
DataSelected: ''
Desc: Configure which screen should be shown after a new ticket has been created.
Key: ''
Label: Screen after new ticket
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserCreateNextMask
PreferenceGroup: Miscellaneous
Prio: '3000'

PreferencesGroups###CustomChatChannelExternal

Parameters for the ChatChannel object in the preference view of the agent interface.

Default value:

---
Active: '1'
Desc: Your selection of your preferred external chat channels. You will be notified
  about external chat requests in these chat channels.
Label: My Chat Channels
Module: Kernel::Output::HTML::Preferences::CustomChatChannel
Permission: ro
PrefKey: ExternalChannels
PreferenceGroup: NotificationSettings
Prio: '10000'

PreferencesGroups###CustomQueue

Parameters for the CustomQueue object in the preference view of the agent interface. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Your queue selection of your preferred queues. You also get notified about those
  queues via email if enabled.
Key: ''
Label: My Queues
Module: Kernel::Output::HTML::Preferences::CustomQueue
Permission: ro
PreferenceGroup: NotificationSettings
Prio: '1000'

PreferencesGroups###CustomService

Parameters for the CustomService object in the preference view of the agent interface. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Your service selection of your preferred services. You also get notified about
  those services via email if enabled.
Key: ''
Label: My Services
Module: Kernel::Output::HTML::Preferences::CustomService
PreferenceGroup: NotificationSettings
Prio: '1000'

PreferencesGroups###DocumentSearchPageShown

Parameters for the pages (in which the document are shown) of the document search.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
  '50': '50'
DataSelected: '10'
Desc: Document limit per page for Document Search Results.
Key: ''
Label: Document Search Results Page Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AgentDocumentSearchPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'

PreferencesGroups###DynamicField

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

This setting is not active by default.

Default value:

---
Active: '1'
Block: Input
Data: '[% Env("UserDynamicField_NameX") %]'
Desc: This is a Description for DynamicField on Framework.
Label: Default value for NameX
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserDynamicField_NameX
PreferenceGroup: Miscellaneous
Prio: '7000'

PreferencesGroups###DynamicFieldsOverviewPageShown

Parameters for the pages (in which the dynamic fields are shown) of the dynamic fields overview. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '25'
Desc: Dynamic fields limit per page for Dynamic Fields Overview.
Key: ''
Label: Dynamic Fields Overview Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: AdminDynamicFieldsOverviewPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'

PreferencesGroups###FAQJournalOverviewSmallPageShown

Parameters for the pages (in which the FAQ items are shown) of the small FAQ journal overview.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '25'
Desc: Select how many items should be shown in Journal Overview "Small" by default.
Label: FAQ Journal Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserFAQJournalOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'

PreferencesGroups###FAQOverviewSmallPageShown

Parameters for the pages (in which the FAQ items are shown) of the small FAQ overview.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '25'
Desc: Select how many items should be shown in Overview "Small" by default.
Label: FAQ Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserFAQOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'

PreferencesGroups###GoogleAuthenticatorSecretKey

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Block: Input
Desc: 'Enter your shared secret to enable two factor authentication. WARNING: Make
  sure that you add the shared secret to your generator application and the application
  works well. Otherwise you will be not able to login anymore without the two factor
  token.'
Key: Shared Secret
Label: Google Authenticator
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserGoogleAuthenticatorSecretKey
PreferenceGroup: UserProfile
Prio: '0600'
ValidateRegex: ^([A-Z2-7]{16}|)$
ValidateRegexMessage: The secret you supplied is invalid. The secret must only contain
  letters (A-Z, uppercase) and numbers (2-7) and must consist of 16 characters.

PreferencesGroups###Language

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Select the main interface language.
Key: ''
Label: Language
Module: Kernel::Output::HTML::Preferences::Language
NeedsReload: '1'
PrefKey: UserLanguage
PreferenceGroup: UserProfile
Prio: '1000'

PreferencesGroups###NotificationEvent

Transport selection for ticket notifications. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Choose for which kind of ticket changes you want to receive notifications. Please
  note that you can't completely disable notifications marked as mandatory.
Label: Ticket notifications
Module: Kernel::Output::HTML::Preferences::NotificationEvent
PrefKey: AdminNotifcationEventTransport
PreferenceGroup: NotificationSettings
Prio: '8000'

PreferencesGroups###NotificationViewFilterSettings

Parameters for notification web view filters.

Default value:

---
Active: '0'
Desc: Column ticket filters for Notification web view type "Small".
Key: ''
Label: Enabled filters.
Module: Kernel::Output::HTML::Preferences::ColumnFilters
PrefKey: UserFilterColumnsEnabled
PreferenceGroup: Miscellaneous
Prio: '8100'

PreferencesGroups###NotificationViewSmallPageShown

Parameters for the pages (in which the notifications are shown) of the small notifications view.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '25'
Desc: Notification limit per page for Notification web view "Small".
Key: ''
Label: Notification web view "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserNotificationViewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'

PreferencesGroups###OutOfOffice

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Block: OutOfOffice
Desc: If you're going to be out of office, you may wish to let other users know by
  setting the exact dates of your absence.
Key: ''
Label: Out Of Office Time
Module: Kernel::Output::HTML::Preferences::OutOfOffice
PrefKey: UserOutOfOffice
PreferenceGroup: UserProfile
Prio: '4000'

PreferencesGroups###Password

Defines the config parameters of this item, to be shown in the preferences view. ‘PasswordRegExp’ allows to match passwords against a regular expression. Define the minimum number of characters using ‘PasswordMinSize’. Define if at least 2 lowercase and 2 uppercase letter characters are needed by setting the appropriate option to ‘1’. ‘PasswordMin2Characters’ defines if the password needs to contain at least 2 letter characters (set to 0 or 1). ‘PasswordNeedDigit’ controls the need of at least 1 digit (set to 0 or 1 to control). ‘PasswordMaxLoginFailed’ allows to set an agent to invalid-temporarily if max failed logins reached. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Area: Agent
Desc: Set a new password by filling in your current password and a new one.
Label: Change password
Module: Kernel::Output::HTML::Preferences::Password
PasswordMaxLoginFailed: '0'
PasswordMin2Characters: '0'
PasswordMin2Lower2UpperCharacters: '0'
PasswordMinSize: '0'
PasswordNeedDigit: '0'
PasswordRegExp: ''
PreferenceGroup: UserProfile
Prio: '0500'

PreferencesGroups###RefreshTime

Parameters for the RefreshTime object in the preference view of the agent interface. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Data:
  '0': off
  '10': 10 minutes
  '15': 15 minutes
  '2': ' 2 minutes'
  '5': ' 5 minutes'
  '7': ' 7 minutes'
DataSelected: '0'
Desc: If enabled, the different overviews (Dashboard, LockedView, QueueView) will
  automatically refresh after the specified time.
Key: ''
Label: Overview Refresh Time
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserRefreshTime
PreferenceGroup: Miscellaneous
Prio: '2000'

PreferencesGroups###Skin

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Select your preferred layout for the software.
Key: ''
Label: Skin
Module: Kernel::Output::HTML::Preferences::Skin
NeedsReload: '1'
PrefKey: UserSkin
PreferenceGroup: Miscellaneous
Prio: '100'

PreferencesGroups###Theme

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Select your preferred theme for OTRS.
Key: ''
Label: Theme
Module: Kernel::Output::HTML::Preferences::Theme
NeedsReload: '1'
PrefKey: UserTheme
PreferenceGroup: Miscellaneous
Prio: '3000'

PreferencesGroups###TicketOverviewFilterSettings

Parameters for the column filters of the small ticket overview. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Desc: Column ticket filters for Ticket Overviews type "Small".
Key: ''
Label: Enabled filters.
Module: Kernel::Output::HTML::Preferences::ColumnFilters
PrefKey: UserFilterColumnsEnabled
PreferenceGroup: Miscellaneous
Prio: '8100'

PreferencesGroups###TicketOverviewMediumPageShown

Parameters for the pages (in which the tickets are shown) of the medium ticket overview. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '20'
Desc: Ticket limit per page for Ticket Overview "Medium".
Key: ''
Label: Ticket Overview "Medium" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewMediumPageShown
PreferenceGroup: Miscellaneous
Prio: '8100'

PreferencesGroups###TicketOverviewPreviewPageShown

Parameters for the pages (in which the tickets are shown) of the ticket preview overview. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '15'
Desc: Ticket limit per page for Ticket Overview "Preview".
Key: ''
Label: Ticket Overview "Preview" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewPreviewPageShown
PreferenceGroup: Miscellaneous
Prio: '8200'

PreferencesGroups###TicketOverviewSmallPageShown

Parameters for the pages (in which the tickets are shown) of the small ticket overview. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '0'
Data:
  '10': '10'
  '15': '15'
  '20': '20'
  '25': '25'
  '30': '30'
  '35': '35'
DataSelected: '25'
Desc: Ticket limit per page for Ticket Overview "Small".
Key: ''
Label: Ticket Overview "Small" Limit
Module: Kernel::Output::HTML::Preferences::Generic
PrefKey: UserTicketOverviewSmallPageShown
PreferenceGroup: Miscellaneous
Prio: '8000'

PreferencesGroups###TimeZone

Defines the config parameters of this item, to be shown in the preferences view. Please note: setting ‘Active’ to 0 will only prevent agents from editing settings of this group in their personal preferences, but will still allow administrators to edit the settings of another user’s behalf. Use ‘PreferenceGroup’ to control in which area these settings should be shown in the user interface.

Default value:

---
Active: '1'
Desc: Select your personal time zone. All times will be displayed relative to this
  time zone.
Key: ''
Label: Time Zone
Module: Kernel::Output::HTML::Preferences::TimeZone
PrefKey: UserTimeZone
PreferenceGroup: UserProfile
Prio: '3500'

PreferencesTable

Defines the name of the table where the user preferences are stored.

This setting can not be deactivated.

Default value:

user_preferences

PreferencesTableKey

Defines the column to store the keys for the preferences table.

This setting can not be deactivated.

Default value:

preferences_key

PreferencesTableUserID

Defines the name of the column to store the user identifier in the preferences table.

This setting can not be deactivated.

Default value:

user_id

PreferencesTableValue

Defines the name of the column to store the data in the preferences table.

This setting can not be deactivated.

Default value:

preferences_value

Frontend → Agent → View → Stats

Stats::CustomerIDAsMultiSelect

Shows all the customer identifiers in a multi-select field (not useful if you have a lot of customer identifiers).

This setting can not be deactivated.

Default value:

1

Stats::CustomerUserLoginsAsMultiSelect

Shows all the customer user identifiers in a multi-select field (not useful if you have a lot of customer user identifiers).

This setting can not be deactivated.

Default value:

0

Stats::DefaultSelectedDynamicObject

Defines the default selection at the drop down menu for dynamic objects (Form: Common Specification).

This setting can not be deactivated.

Default value:

Ticket

Stats::DefaultSelectedFormat

Defines the default selection at the drop down menu for stats format (Form: Common Specification). Please insert the format key (see Stats::Format).

This setting can not be deactivated.

Default value:

---
- Print
- CSV
- Excel
- D3::BarChart
- D3::LineChart
- D3::StackedAreaChart

Stats::DefaultSelectedPermissions

Defines the default selection at the drop down menu for permissions (Form: Common Specification).

This setting can not be deactivated.

Default value:

---
- stats

Stats::ExchangeAxis

Allows agents to exchange the axis of a stat if they generate one.

This setting can not be deactivated.

Default value:

0

Stats::Format

Defines all the possible stats output formats.

This setting can not be deactivated.

Default value:

---
CSV: CSV
D3::BarChart: 'Graph: Bar Chart'
D3::LineChart: 'Graph: Line Chart'
D3::StackedAreaChart: 'Graph: Stacked Area Chart'
Excel: Excel
Print: Print

Stats::SearchLimit

Defines the search limit for the stats.

This setting can not be deactivated.

Default value:

1000

Stats::SearchPageShown

Defines the default maximum number of statistics per page on the overview screen.

This setting can not be deactivated.

Default value:

50

Stats::UseAgentElementInStats

Allows agents to generate individual-related stats.

This setting can not be deactivated.

Default value:

0

Stats::UseInvalidAgentInStats

Allows invalid agents to generate individual-related stats.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketBounce

Ticket::Frontend::AgentTicketBounce###Permission

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

This setting can not be deactivated.

Default value:

bounce

Ticket::Frontend::AgentTicketBounce###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketBounce###StateDefault

Defines the default next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.

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

Default value:

closed successful

Ticket::Frontend::AgentTicketBounce###StateType

Defines the next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- closed

Ticket::Frontend::BounceText

Defines the default ticket bounced notification for customer/sender in the ticket bounce screen of the agent interface.

This setting can not be deactivated.

Default value:

Your email with ticket number "<OTRS_TICKET>" is bounced to "<OTRS_BOUNCE_TO>". Contact this address for further information.

Frontend → Agent → View → TicketBulk

Ticket::Frontend::AgentTicketBulk###DynamicField

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

Default value:

--- {}

Ticket::Frontend::AgentTicketBulk###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketBulk###Owner

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

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

Default value:

1

Ticket::Frontend::AgentTicketBulk###Priority

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

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

Default value:

1

Ticket::Frontend::AgentTicketBulk###PriorityDefault

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

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketBulk###RequiredLock

Automatically lock and set owner to current Agent after selecting for an Bulk Action.

Default value:

1

Ticket::Frontend::AgentTicketBulk###Responsible

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

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

Default value:

1

Ticket::Frontend::AgentTicketBulk###State

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

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

Default value:

1

Ticket::Frontend::AgentTicketBulk###StateDefault

Defines the default next state of a ticket, in the ticket bulk screen of the agent interface.

This setting is not active by default.

Default value:

open

Ticket::Frontend::AgentTicketBulk###StateType

Defines the next state of a ticket, in the ticket bulk screen of the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketBulk###TicketType

Sets the ticket type in the ticket bulk screen of the agent interface.

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

Default value:

1

Ticket::Frontend::BulkFeature

Enables ticket bulk action feature for the agent frontend to work on more than one ticket at a time.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::BulkFeatureGroup

Enables ticket bulk action feature only for the listed groups.

This setting is not active by default.

Default value:

---
- admin
- users

Frontend → Agent → View → TicketClose

Ticket::Frontend::AgentTicketClose###Body

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

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

Default value:

`Ticket::Frontend::AgentTicketClose###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketClose###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketClose###HistoryComment

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

Default value:

%%Close

Ticket::Frontend::AgentTicketClose###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketClose###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketClose###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketClose###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketClose###Note

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

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

Default value:

1

Ticket::Frontend::AgentTicketClose###NoteMandatory

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

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

Default value:

1

Ticket::Frontend::AgentTicketClose###Owner

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

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

Default value:

0

Ticket::Frontend::AgentTicketClose###OwnerMandatory

Sets if ticket owner must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketClose###Permission

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

This setting can not be deactivated.

Default value:

close

Ticket::Frontend::AgentTicketClose###Priority

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketClose###PriorityDefault

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

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketClose###Queue

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

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

Default value:

0

Ticket::Frontend::AgentTicketClose###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketClose###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketClose###Responsible

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

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

Default value:

0

Ticket::Frontend::AgentTicketClose###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketClose###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketClose###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketClose###SLAMandatory

Sets if SLA must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketClose###Service

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

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

Default value:

0

Ticket::Frontend::AgentTicketClose###ServiceMandatory

Sets if service must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketClose###State

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

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

Default value:

1

Ticket::Frontend::AgentTicketClose###StateDefault

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

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

Default value:

closed successful

Ticket::Frontend::AgentTicketClose###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketClose###StateType

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

This setting can not be deactivated.

Default value:

---
- closed

Ticket::Frontend::AgentTicketClose###Subject

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

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

Default value:

`Ticket::Frontend::AgentTicketClose###TicketType`

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

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

Default value:

0

Ticket::Frontend::AgentTicketClose###Title

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

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

Default value:

0

Frontend → Agent → View → TicketCompose

Ticket::Frontend::AgentTicketCompose###DynamicField

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

Default value:

--- {}

Ticket::Frontend::AgentTicketCompose###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketCompose###IsVisibleForCustomerDefault

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

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketCompose###Permission

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

This setting can not be deactivated.

Default value:

compose

Ticket::Frontend::AgentTicketCompose###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketCompose###RichTextHeight

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

Default value:

320

Ticket::Frontend::AgentTicketCompose###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketCompose###StateDefault

Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface.

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

Default value:

open

Ticket::Frontend::AgentTicketCompose###StateType

Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::ComposeAddCustomerAddress

Adds customers email addresses to recipients in the ticket compose screen of the agent interface. The customers email address won’t be added if the article type is email-internal.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::ComposeReplaceSenderAddress

Replaces the original sender with current customer’s email address on compose answer in the ticket compose screen of the agent interface.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::Quote

Defines the used character for plaintext email quotes in the ticket compose screen of the agent interface. If this is empty or inactive, original emails will not be quoted but appended to the response.

Default value:

>

Ticket::Frontend::ResponseFormat

Defines the format of responses in the ticket compose screen of the agent interface ([% Data.OrigFrom | html %] is From 1:1, [% Data.OrigFromName | html %] is only realname of From).

This setting can not be deactivated.

Default value:

[% Data.Salutation | html %]
[% Data.StdResponse | html %]
[% Data.Signature | html %]

[% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:
[% Data.Body | html %]

Ticket::Frontend::ResponseQuoteMaxLines

Defines the maximum number of quoted lines to be added to responses.

This setting is not active by default.

Default value:

99

Frontend → Agent → View → TicketCustomer

Ticket::Frontend::AgentTicketCustomer###Permission

Required permissions to change the customer of a ticket in the agent interface.

This setting can not be deactivated.

Default value:

customer

Ticket::Frontend::AgentTicketCustomer###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly

Controls if CustomerID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketEmailNew

Ticket::Frontend::AgentTicketEmail###Body

Sets the default text for new email tickets in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketEmail###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketEmail###HistoryComment

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

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketEmail###HistoryType`

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

This setting can not be deactivated.

Default value:

EmailAgent

Ticket::Frontend::AgentTicketEmail###IsVisibleForCustomer

Sets the default article customer visibility for new email tickets in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketEmail###Priority

Sets the default priority for new email tickets in the agent interface.

This setting can not be deactivated.

Default value:

3 normal

Ticket::Frontend::AgentTicketEmail###RichTextHeight

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

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

Default value:

320

Ticket::Frontend::AgentTicketEmail###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketEmail###SLAMandatory

Sets if SLA must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketEmail###SenderType

Sets the default sender type for new email tickets in the agent interface.

This setting can not be deactivated.

Default value:

agent

Ticket::Frontend::AgentTicketEmail###ServiceMandatory

Sets if service must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketEmail###SplitLinkType

Sets the default link type of split tickets in the agent interface.

Default value:

---
Direction: Target
LinkType: ParentChild

Ticket::Frontend::AgentTicketEmail###StateDefault

Sets the default next ticket state, after the creation of an email ticket in the agent interface.

This setting can not be deactivated.

Default value:

open

Ticket::Frontend::AgentTicketEmail###StateType

Determines the next possible ticket states, after the creation of a new email ticket in the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketEmail###Subject

Sets the default subject for new email tickets (e.g. ‘email Outbound’) in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketEmail::CustomerIDReadOnly`

Controls if CustomerID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketEmailOutbound

Ticket::Frontend::AgentTicketEmailOutbound###DynamicField

Dynamic fields shown in the email outbound screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketEmailOutbound###FormDraft

Allows to save current work as draft in the email outbound screen of the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketEmailOutbound###IsVisibleForCustomerDefault

Defines if the message in the email outbound screen of the agent interface is visible for the customer by default.

Default value:

0

Ticket::Frontend::AgentTicketEmailOutbound###Permission

Required permissions to use the email outbound screen in the agent interface.

This setting can not be deactivated.

Default value:

compose

Ticket::Frontend::AgentTicketEmailOutbound###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketEmailOutbound###RichTextHeight

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

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

Default value:

300

Ticket::Frontend::AgentTicketEmailOutbound###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketEmailOutbound###StateDefault

Defines the default next state of a ticket after the message has been sent, in the email outbound screen of the agent interface.

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

Default value:

open

Ticket::Frontend::AgentTicketEmailOutbound###StateType

Defines the next possible states after sending a message in the email outbound screen of the agent interface.

Default value:

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

Frontend → Agent → View → TicketEmailResend

Ticket::Frontend::AgentTicketEmailResend###IsVisibleForCustomerDefault

Defines if the message in the email resend screen of the agent interface is visible for the customer by default.

Default value:

1

Ticket::Frontend::AgentTicketEmailResend###Permission

Required permissions to use the email resend screen in the agent interface.

This setting can not be deactivated.

Default value:

compose

Ticket::Frontend::AgentTicketEmailResend###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketEmailResend###RichTextHeight

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

Default value:

300

Ticket::Frontend::AgentTicketEmailResend###RichTextWidth

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

Default value:

620

Frontend → Agent → View → TicketEscalation

Ticket::Frontend::AgentTicketEscalationView###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketEscalationView###Order::Default

Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketEscalationView###SortBy::Default

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

This setting can not be deactivated.

Default value:

EscalationTime

Ticket::Frontend::AgentTicketEscalationView###TicketPermission

Defines the required permission to show a ticket in the escalation view of the agent interface.

This setting can not be deactivated.

Default value:

rw

Ticket::Frontend::AgentTicketEscalationView###ViewableTicketsPage

Shows all open tickets (even if they are locked) in the escalation view of the agent interface.

This setting can not be deactivated.

Default value:

50

Frontend → Agent → View → TicketForward

Ticket::Frontend::AgentTicketForward###DynamicField

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

Default value:

--- {}

Ticket::Frontend::AgentTicketForward###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketForward###IsVisibleForCustomerDefault

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

Default value:

1

Ticket::Frontend::AgentTicketForward###Permission

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

This setting can not be deactivated.

Default value:

forward

Ticket::Frontend::AgentTicketForward###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketForward###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketForward###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketForward###StateDefault

Defines the default next state of a ticket after being forwarded, in the ticket forward screen of the agent interface.

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

Default value:

closed successful

Ticket::Frontend::AgentTicketForward###StateType

Defines the next possible states after forwarding a ticket in the ticket forward screen of the agent interface.

Default value:

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

Frontend → Agent → View → TicketFreeText

Ticket::Frontend::AgentTicketFreeText###Body

Defines the default body of a note in the ticket free text screen of the agent interface.

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

Default value:

`Ticket::Frontend::AgentTicketFreeText###DynamicField`

Dynamic fields shown in the ticket free text screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketFreeText###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketFreeText###HistoryComment

Defines the history comment for the ticket free text screen action, which gets used for ticket history.

Default value:

%%FreeText

Ticket::Frontend::AgentTicketFreeText###HistoryType

Defines the history type for the ticket free text screen action, which gets used for ticket history.

Default value:

AddNote

Ticket::Frontend::AgentTicketFreeText###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketFreeText###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketFreeText###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###Note

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

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###NoteMandatory

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

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###Owner

Sets the ticket owner in the ticket free text screen of the agent interface.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###OwnerMandatory

Sets if ticket owner must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###Permission

Required permissions to use the ticket free text screen in the agent interface.

This setting can not be deactivated.

Default value:

rw

Ticket::Frontend::AgentTicketFreeText###Priority

Shows the ticket priority options in the ticket free text screen of the agent interface.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketFreeText###PriorityDefault

Defines the default ticket priority in the ticket free text screen of the agent interface.

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketFreeText###Queue

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

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketFreeText###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###Responsible

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

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketFreeText###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketFreeText###SLAMandatory

Sets if SLA must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###Service

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

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

Default value:

1

Ticket::Frontend::AgentTicketFreeText###ServiceMandatory

Sets if service must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###State

Sets the state of a ticket in the ticket free text screen of the agent interface.

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

Default value:

0

Ticket::Frontend::AgentTicketFreeText###StateDefault

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

This setting is not active by default.

Default value:

open

Ticket::Frontend::AgentTicketFreeText###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketFreeText###StateType

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

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketFreeText###Subject

Defines the default subject of a note in the ticket free text screen of the agent interface.

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

Default value:

`Ticket::Frontend::AgentTicketFreeText###TicketType`

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

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

Default value:

1

Ticket::Frontend::AgentTicketFreeText###Title

Shows the title field in the ticket free text screen of the agent interface.

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

Default value:

1

Frontend → Agent → View → TicketHistory

Ticket::Frontend::HistoryOrder

Shows the ticket history (reverse ordered) in the agent interface.

This setting can not be deactivated.

Default value:

normal

Ticket::Frontend::HistoryTypes###000-Framework

Controls how to display the ticket history entries as readable values.

This setting can not be deactivated.

Default value:

---
AddNote: Added note (%s).
ArchiveFlagUpdate: Changed archive state to "%s".
Bounce: Bounced to "%s".
CustomerUpdate: Changed customer to "%s".
EmailAgent: Sent email to customer.
EmailCustomer: Added email. %s
EmailResend: Resent email to "%s".
EscalationResponseTimeNotifyBefore: Notified about response time escalation.
EscalationResponseTimeStart: Started response time escalation.
EscalationResponseTimeStop: Stopped response time escalation.
EscalationSolutionTimeNotifyBefore: Notified about solution time escalation.
EscalationSolutionTimeStart: Started solution time escalation.
EscalationSolutionTimeStop: Stopped solution time escalation.
EscalationUpdateTimeNotifyBefore: Notified about update time escalation.
EscalationUpdateTimeStart: Started update time escalation.
EscalationUpdateTimeStop: Stopped update time escalation.
FollowUp: Added follow-up to ticket [%s]. %s
Forward: Forwarded to "%s".
Lock: Locked ticket.
LoopProtection: 'Loop protection: no auto-response sent to "%s".'
Merged: Merged Ticket (%s/%s) to (%s/%s).
Misc: '%s'
Move: Changed queue to "%s" (%s) from "%s" (%s).
NewTicket: Created ticket [%s] in "%s" with priority "%s" and state "%s".
OwnerUpdate: Changed owner to "%s" (%s).
PhoneCallAgent: Added phone call to customer.
PhoneCallCustomer: Added phone call from customer.
PriorityUpdate: Changed priority from "%s" (%s) to "%s" (%s).
Remove: '%s'
ResponsibleUpdate: Changed responsible to "%s" (%s).
SLAUpdate: Changed SLA to "%s" (%s).
SendAgentNotification: Sent "%s" notification to "%s" via "%s".
SendAnswer: Sent email to "%s".
SendAutoFollowUp: Sent auto follow-up to "%s".
SendAutoReject: Sent auto reject to "%s".
SendAutoReply: Sent auto reply to "%s".
SendCustomerNotification: Sent notification to "%s".
ServiceUpdate: Changed service to "%s" (%s).
SetPendingTime: Changed pending time to "%s".
StateUpdate: Changed state from "%s" to "%s".
Subscribe: Added subscription for user "%s".
SystemRequest: Added system request (%s).
TicketDynamicFieldUpdate: Changed dynamic field %s from "%s" to "%s".
TicketLinkAdd: Added link to ticket "%s".
TicketLinkDelete: Deleted link to ticket "%s".
TimeAccounting: Added %s time unit(s), for a total of %s time unit(s).
TitleUpdate: Changed title from "%s" to "%s".
TypeUpdate: Changed type from "%s" (%s) to "%s" (%s).
Unlock: Unlocked ticket.
Unsubscribe: Removed subscription for user "%s".
WebRequestCustomer: Added web request from customer.

Ticket::Frontend::HistoryTypes###001-Framework

Controls how to display the ticket history entries as readable values.

This setting can not be deactivated.

Default value:

---
AddSMS: Added SMS for "%s".

Frontend → Agent → View → TicketLocked

Ticket::Frontend::AgentTicketLockedView###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketLockedView###Order::Default

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

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketLockedView###SortBy::Default

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

This setting can not be deactivated.

Default value:

Age

Frontend → Agent → View → TicketMerge

Ticket::Frontend::AgentTicketMerge###Permission

Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

rw

Ticket::Frontend::AgentTicketMerge###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketMerge###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketMerge###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AutomaticMergeSubject

When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the subject of this note (this subject cannot be changed by the agent).

This setting can not be deactivated.

Default value:

Ticket Merged

Ticket::Frontend::AutomaticMergeText

When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the body of this note (this text cannot be changed by the agent).

This setting can not be deactivated.

Default value:

Merged Ticket <OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>.

Ticket::Frontend::MergeText

When tickets are merged, the customer can be informed per email by setting the check box “Inform Sender”. In this text area, you can define a pre-formatted text which can later be modified by the agents.

This setting can not be deactivated.

Default value:

Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".

Frontend → Agent → View → TicketMove

Ticket::Frontend::AgentTicketMove###Body

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

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

Default value:

`Ticket::Frontend::AgentTicketMove###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketMove###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketMove###NextScreen

Determines the next screen after the ticket is moved. LastScreenOverview will return the last overview screen (e.g. search results, queueview, dashboard). TicketZoom will return to the TicketZoom.

This setting can not be deactivated.

Default value:

TicketZoom

Ticket::Frontend::AgentTicketMove###Note

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

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

Default value:

0

Ticket::Frontend::AgentTicketMove###NoteMandatory

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

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

Default value:

0

Ticket::Frontend::AgentTicketMove###Priority

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketMove###RequiredLock

Automatically lock and set owner to current Agent after opening the move ticket screen of the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketMove###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketMove###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketMove###State

Allows to set a new ticket state in the move ticket screen of the agent interface.

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

Default value:

1

Ticket::Frontend::AgentTicketMove###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketMove###StateType

Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- closed

Ticket::Frontend::AgentTicketMove###Subject

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

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

Default value:

`Ticket::Frontend::MoveType`

Determines if the list of possible queues to move to ticket into should be displayed in a dropdown list or in a new window in the agent interface. If “New Window” is set you can add a move note to the ticket.

This setting can not be deactivated.

Default value:

form

Frontend → Agent → View → TicketNote

Ticket::Frontend::AgentTicketNote###Body

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

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

Default value:

`Ticket::Frontend::AgentTicketNote###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketNote###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketNote###HistoryComment

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

Default value:

%%Note

Ticket::Frontend::AgentTicketNote###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketNote###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketNote###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketNote###Note

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

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

Default value:

1

Ticket::Frontend::AgentTicketNote###NoteMandatory

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

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

Default value:

1

Ticket::Frontend::AgentTicketNote###Owner

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###OwnerMandatory

Sets if ticket owner must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketNote###Permission

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

This setting can not be deactivated.

Default value:

note

Ticket::Frontend::AgentTicketNote###Priority

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketNote###PriorityDefault

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

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketNote###Queue

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketNote###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketNote###Responsible

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketNote###RichTextHeight

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

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

Default value:

100

Ticket::Frontend::AgentTicketNote###RichTextWidth

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

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

Default value:

620

Ticket::Frontend::AgentTicketNote###SLAMandatory

Sets if SLA must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketNote###Service

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###ServiceMandatory

Sets if service must be selected by the agent.

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

Default value:

0

Ticket::Frontend::AgentTicketNote###State

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###StateDefault

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

This setting is not active by default.

Default value:

open

Ticket::Frontend::AgentTicketNote###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketNote###StateType

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

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketNote###Subject

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

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

Default value:

`Ticket::Frontend::AgentTicketNote###TicketType`

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

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

Default value:

0

Ticket::Frontend::AgentTicketNote###Title

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

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

Default value:

0

Frontend → Agent → View → TicketOwner

Ticket::Frontend::AgentTicketOwner###Body

Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketOwner###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketOwner###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketOwner###HistoryComment

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

Default value:

%%Owner

Ticket::Frontend::AgentTicketOwner###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketOwner###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketOwner###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketOwner###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###Note

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

Default value:

1

Ticket::Frontend::AgentTicketOwner###NoteMandatory

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

Default value:

1

Ticket::Frontend::AgentTicketOwner###Owner

Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketOwner###OwnerMandatory

Sets if ticket owner must be selected by the agent.

Default value:

1

Ticket::Frontend::AgentTicketOwner###Permission

Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

owner

Ticket::Frontend::AgentTicketOwner###Priority

Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketOwner###PriorityDefault

Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface.

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketOwner###Queue

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketOwner###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###Responsible

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketOwner###RichTextHeight

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

Default value:

100

Ticket::Frontend::AgentTicketOwner###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketOwner###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketOwner###Service

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketOwner###State

Sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

0

Ticket::Frontend::AgentTicketOwner###StateDefault

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

Default value:

open

Ticket::Frontend::AgentTicketOwner###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketOwner###StateType

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

This setting can not be deactivated.

Default value:

---
- open
- pending reminder
- pending auto

Ticket::Frontend::AgentTicketOwner###Subject

Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketOwner###TicketType`

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

Default value:

0

Ticket::Frontend::AgentTicketOwner###Title

Shows the title field in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

0

Frontend → Agent → View → TicketPending

Ticket::Frontend::AgentTicketPending###Body

Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketPending###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketPending###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketPending###HistoryComment

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

Default value:

%%Pending

Ticket::Frontend::AgentTicketPending###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketPending###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketPending###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketPending###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketPending###Note

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

Default value:

1

Ticket::Frontend::AgentTicketPending###NoteMandatory

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

Default value:

1

Ticket::Frontend::AgentTicketPending###Owner

Sets the ticket owner in the ticket pending screen of a zoomed ticket in the agent interface.

Default value:

0

Ticket::Frontend::AgentTicketPending###OwnerMandatory

Sets if ticket owner must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###Permission

Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

pending

Ticket::Frontend::AgentTicketPending###Priority

Shows the ticket priority options in the ticket pending screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketPending###PriorityDefault

Defines the default ticket priority in the ticket pending screen of a zoomed ticket in the agent interface.

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketPending###Queue

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

Default value:

0

Ticket::Frontend::AgentTicketPending###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketPending###Responsible

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

Default value:

0

Ticket::Frontend::AgentTicketPending###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###RichTextHeight

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

Default value:

100

Ticket::Frontend::AgentTicketPending###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketPending###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###Service

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

Default value:

0

Ticket::Frontend::AgentTicketPending###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###State

Sets the state of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketPending###StateDefault

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

Default value:

pending reminder

Ticket::Frontend::AgentTicketPending###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPending###StateType

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

This setting can not be deactivated.

Default value:

---
- pending reminder
- pending auto

Ticket::Frontend::AgentTicketPending###Subject

Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketPending###TicketType`

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

Default value:

0

Ticket::Frontend::AgentTicketPending###Title

Shows the title field in the ticket pending screen of a zoomed ticket in the agent interface.

Default value:

0

Frontend → Agent → View → TicketPhoneInbound

Ticket::Frontend::AgentTicketPhoneInbound###Body

Defines the default note body text for phone tickets in the ticket phone inbound screen of the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhoneInbound###DynamicField`

Dynamic fields shown in the ticket phone inbound screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketPhoneInbound###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketPhoneInbound###HistoryComment

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

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhoneInbound###HistoryType`

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

This setting can not be deactivated.

Default value:

PhoneCallCustomer

Ticket::Frontend::AgentTicketPhoneInbound###Permission

Required permissions to use the ticket phone inbound screen in the agent interface.

This setting can not be deactivated.

Default value:

phone

Ticket::Frontend::AgentTicketPhoneInbound###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketPhoneInbound###RichTextHeight

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

Default value:

200

Ticket::Frontend::AgentTicketPhoneInbound###RichTextWidth

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

Default value:

475

Ticket::Frontend::AgentTicketPhoneInbound###SenderType

Defines the default sender type for phone tickets in the ticket phone inbound screen of the agent interface.

This setting can not be deactivated.

Default value:

customer

Ticket::Frontend::AgentTicketPhoneInbound###State

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

Default value:

open

Ticket::Frontend::AgentTicketPhoneInbound###StateType

Next possible ticket states after adding a phone note in the ticket phone inbound screen of the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketPhoneInbound###Subject

Defines the default subject for phone tickets in the ticket phone inbound screen of the agent interface.

This setting can not be deactivated.

Default value:

`Frontend` → `Agent` → `View` → `TicketPhoneNew`

Ticket::Frontend::AgentTicketPhone###Body

Sets the default note text for new telephone tickets. E.g ‘New ticket via call’ in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhone###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketPhone###HistoryComment

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

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhone###HistoryType`

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

This setting can not be deactivated.

Default value:

PhoneCallCustomer

Ticket::Frontend::AgentTicketPhone###IsVisibleForCustomer

Sets the default article customer visibility for new phone tickets in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketPhone###Priority

Sets the default priority for new phone tickets in the agent interface.

This setting can not be deactivated.

Default value:

3 normal

Ticket::Frontend::AgentTicketPhone###RichTextHeight

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

Default value:

320

Ticket::Frontend::AgentTicketPhone###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketPhone###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPhone###SenderType

Sets the default sender type for new phone ticket in the agent interface.

This setting can not be deactivated.

Default value:

customer

Ticket::Frontend::AgentTicketPhone###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPhone###SplitLinkType

Sets the default link type of splitted tickets in the agent interface.

Default value:

---
Direction: Target
LinkType: ParentChild

Ticket::Frontend::AgentTicketPhone###StateDefault

Sets the default next state for new phone tickets in the agent interface.

This setting can not be deactivated.

Default value:

open

Ticket::Frontend::AgentTicketPhone###StateType

Determines the next possible ticket states, after the creation of a new phone ticket in the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketPhone###Subject

Sets the default subject for new phone tickets (e.g. ‘Phone call’) in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhone::AllowMultipleFrom`

Controls if more than one from entry can be set in the new phone ticket in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly

Controls if CustomerID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketPhoneOutbound

Ticket::Frontend::AgentTicketPhoneOutbound###Body

Defines the default note body text for phone tickets in the ticket phone outbound screen of the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhoneOutbound###DynamicField`

Dynamic fields shown in the ticket phone outbound screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketPhoneOutbound###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketPhoneOutbound###HistoryComment

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

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketPhoneOutbound###HistoryType`

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

This setting can not be deactivated.

Default value:

PhoneCallAgent

Ticket::Frontend::AgentTicketPhoneOutbound###Permission

Required permissions to use the ticket phone outbound screen in the agent interface.

This setting can not be deactivated.

Default value:

phone

Ticket::Frontend::AgentTicketPhoneOutbound###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketPhoneOutbound###RichTextHeight

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

Default value:

200

Ticket::Frontend::AgentTicketPhoneOutbound###RichTextWidth

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

Default value:

475

Ticket::Frontend::AgentTicketPhoneOutbound###SenderType

Defines the default sender type for phone tickets in the ticket phone outbound screen of the agent interface.

This setting can not be deactivated.

Default value:

agent

Ticket::Frontend::AgentTicketPhoneOutbound###State

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

Default value:

closed successful

Ticket::Frontend::AgentTicketPhoneOutbound###StateType

Next possible ticket states after adding a phone note in the ticket phone outbound screen of the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketPhoneOutbound###Subject

Defines the default subject for phone tickets in the ticket phone outbound screen of the agent interface.

This setting can not be deactivated.

Default value:

`Frontend` → `Agent` → `View` → `TicketPrint`

Ticket::Frontend::AgentTicketPrint###DynamicField

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

Default value:

--- {}

Frontend → Agent → View → TicketPriority

Ticket::Frontend::AgentTicketPriority###Body

Sets the default body text for notes added in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketPriority###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketPriority###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketPriority###HistoryComment

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

Default value:

%%Priority

Ticket::Frontend::AgentTicketPriority###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketPriority###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketPriority###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketPriority###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketPriority###Note

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

Default value:

1

Ticket::Frontend::AgentTicketPriority###NoteMandatory

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

Default value:

1

Ticket::Frontend::AgentTicketPriority###Owner

Sets the ticket owner in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

0

Ticket::Frontend::AgentTicketPriority###OwnerMandatory

Sets if ticket owner must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###Permission

Required permissions to use the ticket priority screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

priority

Ticket::Frontend::AgentTicketPriority###Priority

Shows the ticket priority options in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketPriority###PriorityDefault

Defines the default ticket priority in the ticket priority screen of a zoomed ticket in the agent interface.

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketPriority###Queue

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

Default value:

0

Ticket::Frontend::AgentTicketPriority###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketPriority###Responsible

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

Default value:

0

Ticket::Frontend::AgentTicketPriority###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###RichTextHeight

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

Default value:

100

Ticket::Frontend::AgentTicketPriority###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketPriority###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###Service

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

Default value:

0

Ticket::Frontend::AgentTicketPriority###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###State

Sets the state of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

0

Ticket::Frontend::AgentTicketPriority###StateDefault

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

Default value:

open

Ticket::Frontend::AgentTicketPriority###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketPriority###StateType

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

This setting can not be deactivated.

Default value:

---
- open
- pending reminder
- pending auto

Ticket::Frontend::AgentTicketPriority###Subject

Sets the default subject for notes added in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

`Ticket::Frontend::AgentTicketPriority###TicketType`

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

Default value:

0

Ticket::Frontend::AgentTicketPriority###Title

Shows the title field in the ticket priority screen of a zoomed ticket in the agent interface.

Default value:

0

Frontend → Agent → View → TicketProcess

Ticket::Frontend::AgentTicketProcess###SplitLinkType

Sets the default link type of split tickets in the agent interface.

Default value:

---
Direction: Target
LinkType: ParentChild

Ticket::Frontend::AgentTicketProcess###StateType

Determines the next possible ticket states, for process tickets in the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketProcess::CustomerIDReadOnly

Controls if CustomerID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketQueue

Ticket::Frontend::AgentTicketQueue###Blink

Activates a blinking mechanism of the queue that contains the oldest ticket.

This setting can be overridden in the user preferences.

Default value:

0

Ticket::Frontend::AgentTicketQueue###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketQueue###HideEmptyQueues

Show queues even when only locked tickets are in.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketQueue###HighlightAge1

Sets the age in minutes (first level) for highlighting queues that contain untouched tickets.

This setting can not be deactivated.

Default value:

1440

Ticket::Frontend::AgentTicketQueue###HighlightAge2

Sets the age in minutes (second level) for highlighting queues that contain untouched tickets.

This setting can not be deactivated.

Default value:

2880

Ticket::Frontend::AgentTicketQueue###Order::Default

Defines the default sort order for all queues in the queue view, after priority sort.

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketQueue###PreSort::ByPriority

Defines if a pre-sorting by priority should be done in the queue view.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketQueue###QueueSort

Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the queue view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0 or 1 for value.

This setting is not active by default.

Default value:

---
'3': '0'
'7': '1'

Ticket::Frontend::AgentTicketQueue###SortBy::Default

Defines the default sort criteria for all queues displayed in the queue view.

This setting can not be deactivated.

Default value:

Age

Ticket::Frontend::AgentTicketQueue###StripEmptyLines

Strips empty lines on the ticket preview in the queue view.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketQueue###UseSubQueues

Include tickets of subqueues per default when selecting a queue.

Default value:

0

Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets

Shows all both ro and rw queues in the queue view.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketQueue###VisualAlarms

Enable highlighting queues based on ticket age.

Default value:

0

Frontend → Agent → View → TicketResponsible

Ticket::Frontend::AgentTicketResponsible###Body

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

Default value:

`Ticket::Frontend::AgentTicketResponsible###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketResponsible###FormDraft

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

Default value:

1

Ticket::Frontend::AgentTicketResponsible###HistoryComment

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

Default value:

%%Responsible

Ticket::Frontend::AgentTicketResponsible###HistoryType

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

Default value:

AddNote

Ticket::Frontend::AgentTicketResponsible###InformAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###InvolvedAgent

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###IsVisibleForCustomerDefault

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###Note

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

Default value:

1

Ticket::Frontend::AgentTicketResponsible###NoteMandatory

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

Default value:

1

Ticket::Frontend::AgentTicketResponsible###Owner

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###OwnerMandatory

Sets if ticket owner must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###Permission

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

This setting can not be deactivated.

Default value:

responsible

Ticket::Frontend::AgentTicketResponsible###Priority

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

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###PriorityDefault

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

This setting is not active by default.

Default value:

3 normal

Ticket::Frontend::AgentTicketResponsible###Queue

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###QueueMandatory

Sets if queue must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###RequiredLock

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###Responsible

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

Default value:

1

Ticket::Frontend::AgentTicketResponsible###ResponsibleMandatory

Sets if ticket responsible must be selected by the agent.

Default value:

1

Ticket::Frontend::AgentTicketResponsible###RichTextHeight

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

Default value:

100

Ticket::Frontend::AgentTicketResponsible###RichTextWidth

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

Default value:

620

Ticket::Frontend::AgentTicketResponsible###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###Service

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###State

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###StateDefault

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

Default value:

open

Ticket::Frontend::AgentTicketResponsible###StateMandatory

Sets if state must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketResponsible###StateType

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

This setting can not be deactivated.

Default value:

---
- open
- pending reminder
- pending auto

Ticket::Frontend::AgentTicketResponsible###Subject

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

Default value:

`Ticket::Frontend::AgentTicketResponsible###TicketType`

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

Default value:

0

Ticket::Frontend::AgentTicketResponsible###Title

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

Default value:

1

Ticket::Frontend::AgentTicketResponsibleView###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketResponsibleView###Order::Default

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

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketResponsibleView###SortBy::Default

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

This setting can not be deactivated.

Default value:

Age

Frontend → Agent → View → TicketSMSNew

Ticket::Frontend::AgentTicketSMS###DynamicField

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

Default value:

--- {}

Ticket::Frontend::AgentTicketSMS###IsVisibleForCustomer

Sets the default article customer visibility for new SMS tickets in the agent interface.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketSMS###Priority

Sets the default priority for new SMS tickets in the agent interface.

This setting can not be deactivated.

Default value:

3 normal

Ticket::Frontend::AgentTicketSMS###SLAMandatory

Sets if SLA must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketSMS###SenderType

Sets the default sender type for new SMS tickets in the agent interface.

This setting can not be deactivated.

Default value:

agent

Ticket::Frontend::AgentTicketSMS###ServiceMandatory

Sets if service must be selected by the agent.

Default value:

0

Ticket::Frontend::AgentTicketSMS###StateDefault

Sets the default next ticket state, after the creation of an SMS ticket in the agent interface.

This setting can not be deactivated.

Default value:

open

Ticket::Frontend::AgentTicketSMS###StateType

Determines the next possible ticket states, after the creation of a new SMS ticket in the agent interface.

This setting can not be deactivated.

Default value:

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

Ticket::Frontend::AgentTicketSMS###Subject

Sets the default title for new SMS tickets in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketSMS###Text`

Sets the default text for new SMS tickets in the agent interface.

This setting can not be deactivated.

Default value:

`Ticket::Frontend::AgentTicketSMS::CustomerIDReadOnly`

Controls if CustomerID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

Frontend → Agent → View → TicketSMSOutbound

Ticket::Frontend::AgentTicketSMSOutbound###DynamicField

Dynamic fields shown in the SMS outbound screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketSMSOutbound###FormDraft

Allows to save current work as draft in the SMS outbound screen of the agent interface.

Default value:

1

Ticket::Frontend::AgentTicketSMSOutbound###IsVisibleForCustomerDefault

Defines if the message in the SMS outbound screen of the agent interface is visible for the customer by default.

Default value:

1

Ticket::Frontend::AgentTicketSMSOutbound###Permission

Required permissions to use the SMS outbound screen in the agent interface.

This setting can not be deactivated.

Default value:

compose

Ticket::Frontend::AgentTicketSMSOutbound###RequiredLock

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

Default value:

1

Ticket::Frontend::AgentTicketSMSOutbound###StateDefault

Defines the default next state of a ticket after the message has been sent, in the SMS outbound screen of the agent interface.

Default value:

open

Ticket::Frontend::AgentTicketSMSOutbound###StateType

Defines the next possible states after sending a message in the SMS outbound screen of the agent interface.

Default value:

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

Frontend → Agent → View → TicketSearch

Ticket::Frontend::AgentTicketSearch###ArticleCreateTime

Includes article create times in the ticket search of the agent interface.

Default value:

0

Ticket::Frontend::AgentTicketSearch###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimePoint

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimeSlot`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###CustomerID`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###CustomerUserLogin`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###DynamicField`

Defines the default shown ticket search attribute for ticket search screen. Example: “Key” must have the name of the Dynamic Field in this case ‘X’, “Content” must have the value of the Dynamic Field depending on the Dynamic Field type, Text: ‘a text’, Dropdown: ‘1’, Date/Time: ‘Search_DynamicField_XTimeSlotStartYear=1974; Search_DynamicField_XTimeSlotStartMonth=01; Search_DynamicField_XTimeSlotStartDay=26; Search_DynamicField_XTimeSlotStartHour=00; Search_DynamicField_XTimeSlotStartMinute=00; Search_DynamicField_XTimeSlotStartSecond=00; Search_DynamicField_XTimeSlotStopYear=2013; Search_DynamicField_XTimeSlotStopMonth=01; Search_DynamicField_XTimeSlotStopDay=26; Search_DynamicField_XTimeSlotStopHour=23; Search_DynamicField_XTimeSlotStopMinute=59; Search_DynamicField_XTimeSlotStopSecond=59;’ and or ‘Search_DynamicField_XTimePointFormat=week; Search_DynamicField_XTimePointStart=Before; Search_DynamicField_XTimePointValue=7’;.

This setting can be overridden in the user preferences.

Default value:

--- {}

Ticket::Frontend::AgentTicketSearch###Defaults###Fulltext

Defines the default shown ticket search attribute for ticket search screen.

This setting can be overridden in the user preferences.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Body`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Cc`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_From`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_Subject`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###MIMEBase_To`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###QueueIDs`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

--- []

Ticket::Frontend::AgentTicketSearch###Defaults###SLAIDs

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

--- []

Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive

Defines the default shown ticket search attribute for ticket search screen (AllTickets/ArchivedTickets/NotArchivedTickets).

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###ServiceIDs`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

--- []

Ticket::Frontend::AgentTicketSearch###Defaults###StateIDs

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

--- []

Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimePoint

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimeSlot`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimePoint`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimeSlot`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimePoint`

Default data to use on attribute for ticket search screen. Example: “TicketCreateTimePointFormat=year;TicketCreateTimePointStart=Last;TicketCreateTimePoint=2;”.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimeSlot`

Default data to use on attribute for ticket search screen. Example: “TicketCreateTimeStartYear=2010;TicketCreateTimeStartMonth=10;TicketCreateTimeStartDay=4;TicketCreateTimeStopYear=2010;TicketCreateTimeStopMonth=11;TicketCreateTimeStopDay=3;”.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimePoint`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimeSlot`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###TicketNumber`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###Defaults###Title`

Defines the default shown ticket search attribute for ticket search screen.

This setting is not active by default.

Default value:

`Ticket::Frontend::AgentTicketSearch###DynamicField`

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

Default value:

--- {}

Ticket::Frontend::AgentTicketSearch###ExtendedSearchCondition

Allows extended search conditions in ticket search of the agent interface. With this feature you can search e. g. ticket title with this kind of conditions like “(key1*&&*key2)” or “(key1*||*key2)”.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketSearch###GlobalProfileGroup

Defines the groups whose agents can set up global search templates.

Default value:

---
- admin

Ticket::Frontend::AgentTicketSearch###Order::Default

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

This setting can not be deactivated.

Default value:

Down

Ticket::Frontend::AgentTicketSearch###SearchArticleCSVTree

Exports the whole article tree in search result (it can affect the system performance).

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketSearch###SearchCSVData

Data used to export the search result in CSV format.

This setting can not be deactivated.

Default value:

---
- TicketNumber
- Age
- Created
- Closed
- FirstLock
- FirstResponse
- State
- Priority
- Queue
- Lock
- Owner
- UserFirstname
- UserLastname
- CustomerID
- CustomerName
- From
- Subject
- AccountedTime
- ArticleTree
- SolutionInMin
- SolutionDiffInMin
- FirstResponseInMin
- FirstResponseDiffInMin

Ticket::Frontend::AgentTicketSearch###SearchCSVDynamicField

Dynamic Fields used to export the search result in CSV format.

Default value:

--- {}

Ticket::Frontend::AgentTicketSearch###SearchLimit

Maximum number of tickets to be displayed in the result of a search in the agent interface.

This setting can not be deactivated.

Default value:

2000

Ticket::Frontend::AgentTicketSearch###SearchPageShown

Number of tickets to be displayed in each page of a search result in the agent interface.

This setting can not be deactivated.

Default value:

40

Ticket::Frontend::AgentTicketSearch###SearchViewableTicketLines

Number of lines (per ticket) that are shown by the search utility in the agent interface.

This setting can not be deactivated.

Default value:

10

Ticket::Frontend::AgentTicketSearch###SortBy::Default

Defines the default ticket attribute for ticket sorting of the ticket search result of the agent interface.

This setting can not be deactivated.

Default value:

Age

Frontend → Agent → View → TicketService

Ticket::Frontend::AgentTicketService###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketService###Order::Default

Defines the default sort order for all services in the service view, after priority sort.

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketService###PreSort::ByPriority

Defines if a pre-sorting by priority should be done in the service view.

This setting can not be deactivated.

Default value:

1

Ticket::Frontend::AgentTicketService###ServiceSort

Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the service view and after the tickets are sorted by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the ServiceID for the key and 0 or 1 for value.

This setting is not active by default.

Default value:

---
'3': '0'
'7': '1'

Ticket::Frontend::AgentTicketService###SortBy::Default

Defines the default sort criteria for all services displayed in the service view.

This setting can not be deactivated.

Default value:

Age

Ticket::Frontend::AgentTicketService###StripEmptyLines

Strips empty lines on the ticket preview in the service view.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::AgentTicketService###ViewAllPossibleTickets

Shows all both ro and rw tickets in the service view.

This setting can not be deactivated.

Default value:

0

Frontend → Agent → View → TicketStatus

Ticket::Frontend::AgentTicketStatusView###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketStatusView###Order::Default

Defines the default ticket order (after priority sort) in the status view of the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

Down

Ticket::Frontend::AgentTicketStatusView###SortBy::Default

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

This setting can not be deactivated.

Default value:

Age

Ticket::Frontend::AgentTicketStatusView###ViewableTicketsPage

Number of tickets to be displayed in each page.

This setting can not be deactivated.

Default value:

50

Frontend → Agent → View → TicketWatch

Ticket::Frontend::AgentTicketWatchView###DefaultColumns

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

Default value:

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

Ticket::Frontend::AgentTicketWatchView###Order::Default

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

This setting can not be deactivated.

Default value:

Up

Ticket::Frontend::AgentTicketWatchView###SortBy::Default

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

This setting can not be deactivated.

Default value:

Age

Frontend → Agent → View → TicketZoom

Ticket::Frontend::AgentTicketZoom###DynamicField

Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketZoom###ProcessDisplay

Display settings to override defaults for Process Tickets.

This setting can not be deactivated.

Default value:

---
NavBarName: Processes
WidgetTitle: Process Information

Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField

Dynamic fields shown in the process widget in ticket zoom screen of the agent interface.

This setting can not be deactivated.

Default value:

--- {}

Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups

Dynamic fields groups for process widget. The key is the name of the group, the value contains the fields to be shown. Example: ‘Key => My Group’, ‘Content: Name_X, NameY’.

This setting can not be deactivated.

Default value:

--- {}

Ticket::Frontend::AgentTicketZoom###Widgets###0100-TicketInformation

Agent ticket zoom widget that displays ticket data in the side bar.

Default value:

---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::TicketInformation

Ticket::Frontend::AgentTicketZoom###Widgets###0200-CustomerInformation

Agent ticket zoom widget that displays customer information for the ticket in the side bar.

Default value:

---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::CustomerInformation

Ticket::Frontend::AgentTicketZoom###Widgets###0210-ContactWithData

Agent ticket zoom widget that displays contact with data dynamic field in the side bar.

This setting can not be deactivated.

Default value:

---
Async: '1'
Location: Sidebar
Module: Kernel::Output::HTML::TicketZoom::ContactWithData

Ticket::Frontend::AgentTicketZoom###Widgets###0300-LinkTable

Agent ticket zoom widget that displays a table of objects linked to the ticket.

Default value:

---
Async: '1'
Location: Main
Module: Kernel::Output::HTML::TicketZoom::LinkTable

Ticket::Frontend::AgentTicketZoom###Widgets###0400-ProcessInformation

Agent ticket zoom widget that displays process information for the ticket.

Default value:

---
Async: '1'
Location: Process
Module: Kernel::Output::HTML::TicketZoom::ProcessInformation

Ticket::Frontend::AgentZoomExpand

Shows all the articles of the ticket (expanded) in the agent zoom view.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::ArticleAttachmentModule###1-Download

Shows a link to download article attachments in the zoom view of the article in the agent interface.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAttachment::Download

Ticket::Frontend::ArticleAttachmentModule###2-HTML-Viewer

Shows a link to access article attachments via a html online viewer in the zoom view of the article in the agent interface.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAttachment::HTMLViewer

Ticket::Frontend::ArticleHeadVisibleDefault

Shows the article head information in the agent zoom view.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::ArticlePreViewModule###1-PGP

Agent interface article notification module to check PGP.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCheck::PGP

Ticket::Frontend::ArticlePreViewModule###2-SMIME

Agent interface article notification module to check S/MIME.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCheck::SMIME

Ticket::Frontend::ArticleViewModule###1-PGP

Agent interface article notification module to check PGP.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCheck::PGP

Ticket::Frontend::ArticleViewModule###1-SMIME

Agent interface module to check incoming emails in the Ticket-Zoom-View if the S/MIME-key is available and true.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleCheck::SMIME

Ticket::Frontend::HTMLArticleHeightDefault

Set the default height (in pixels) of inline HTML articles in AgentTicketZoom.

This setting can not be deactivated.

Default value:

100

Ticket::Frontend::HTMLArticleHeightMax

Set the maximum height (in pixels) of inline HTML articles in AgentTicketZoom.

This setting can not be deactivated.

Default value:

2500

Ticket::Frontend::MaxArticlesPerPage

The maximal number of articles shown on a single page in AgentTicketZoom.

This setting can not be deactivated.

Default value:

1000

Ticket::Frontend::MaxArticlesZoomExpand

The maximal number of articles expanded on a single page in AgentTicketZoom.

This setting can not be deactivated.

Default value:

400

Ticket::Frontend::PlainView

Shows a link to see a zoomed email ticket in plain text.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::TicketArticleFilter

Activates the article filter in the zoom view to specify which articles should be shown.

This setting can not be deactivated.

Default value:

0

Ticket::Frontend::ZoomCollectMeta

Whether or not to collect meta information from articles using filters configured in Ticket::Frontend::ZoomCollectMetaFilters.

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

Default value:

0

Ticket::Frontend::ZoomCollectMetaFilters###CVE-Google

Defines a filter to collect CVE numbers from article texts in AgentTicketZoom. The results will be displayed in a meta box next to the article. Fill in URLPreview if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus won’t work with the preview mode.

This setting is not active by default.

Default value:

---
Meta:
  Name: CVE Google Search
  Target: _blank
  URL: http://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
  URLPreview: ''
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})

Ticket::Frontend::ZoomCollectMetaFilters###CVE-Mitre

Defines a filter to collect CVE numbers from article texts in AgentTicketZoom. The results will be displayed in a meta box next to the article. Fill in URLPreview if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus won’t work with the preview mode.

This setting is not active by default.

Default value:

---
Meta:
  Name: CVE Mitre
  Target: _blank
  URL: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
  URLPreview: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})

Ticket::Frontend::ZoomCustomerTickets

Displays the number of all tickets with the same CustomerID as current ticket in the ticket zoom view.

Default value:

0

Ticket::Frontend::ZoomExpandSort

Shows the articles sorted normally or in reverse, under ticket zoom in the agent interface.

This setting can not be deactivated.

Default value:

reverse

Ticket::Frontend::ZoomRichTextForce

Show article as rich text even if rich text writing is disabled.

This setting can not be deactivated.

Default value:

1

Ticket::ZoomAttachmentDisplayCount

Shows a count of attachments in the ticket zoom, if the article has attachments.

This setting can not be deactivated.

Default value:

20

Ticket::ZoomTimeDisplay

Displays the accounted time for an article in the ticket zoom view.

This setting can not be deactivated.

Default value:

0

Frontend → Agent → View → TicketZoom → ArticleAction

Ticket::Frontend::Article::Actions###Chat

Defines available article actions for Chat articles.

This setting can not be deactivated.

Default value:

---
AgentTicketCompose:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
  Prio: '100'
  Valid: '1'
AgentTicketForward:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
  Prio: '200'
  Valid: '1'
AgentTicketPrint:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
  Prio: '500'
  Valid: '1'
MarkAsImportant:
  Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
  Prio: '700'
  Valid: '1'

Ticket::Frontend::Article::Actions###Chat###AgentTicketSMSOutbound

Defines available article actions for SMS articles.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'

Ticket::Frontend::Article::Actions###Email

Defines available article actions for Email articles.

This setting can not be deactivated.

Default value:

---
AgentTicketBounce:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
  Prio: '300'
  Valid: '1'
AgentTicketCompose:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
  Prio: '100'
  Valid: '1'
AgentTicketEmailResend:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketEmailResend
  Prio: '900'
  Valid: '1'
AgentTicketForward:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
  Prio: '200'
  Valid: '1'
AgentTicketMessageLog:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketMessageLog
  Prio: '550'
  Valid: '1'
AgentTicketNote:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
  Prio: '800'
  Valid: '1'
AgentTicketPhone:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
  Prio: '400'
  Valid: '1'
AgentTicketPlain:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
  Prio: '600'
  Valid: '1'
AgentTicketPrint:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
  Prio: '500'
  Valid: '1'
MarkAsImportant:
  Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
  Prio: '700'
  Valid: '1'

Ticket::Frontend::Article::Actions###Email###AgentTicketSMSOutbound

Defines available article actions for SMS articles.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'

Ticket::Frontend::Article::Actions###Internal

Defines available article actions for Internal articles.

This setting can not be deactivated.

Default value:

---
AgentTicketBounce:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
  Prio: '300'
  Valid: '1'
AgentTicketCompose:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
  Prio: '100'
  Valid: '1'
AgentTicketForward:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
  Prio: '200'
  Valid: '1'
AgentTicketNote:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
  Prio: '800'
  Valid: '1'
AgentTicketPhone:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
  Prio: '400'
  Valid: '1'
AgentTicketPlain:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
  Prio: '600'
  Valid: '1'
AgentTicketPrint:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
  Prio: '500'
  Valid: '1'
MarkAsImportant:
  Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
  Prio: '700'
  Valid: '1'

Ticket::Frontend::Article::Actions###Internal###AgentTicketSMSOutbound

Defines available article actions for SMS articles.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'

Ticket::Frontend::Article::Actions###Invalid

Defines available article actions for invalid articles.

This setting can not be deactivated.

Default value:

---
GetHelpLink:
  Module: Kernel::Output::HTML::ArticleAction::GetHelpLink
  Prio: '100'
  Valid: '1'
ReinstallPackageLink:
  Module: Kernel::Output::HTML::ArticleAction::ReinstallPackageLink
  Prio: '200'
  Valid: '1'

Ticket::Frontend::Article::Actions###Phone

Defines available article actions for Phone articles.

This setting can not be deactivated.

Default value:

---
AgentTicketBounce:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketBounce
  Prio: '300'
  Valid: '1'
AgentTicketCompose:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
  Prio: '100'
  Valid: '1'
AgentTicketForward:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
  Prio: '200'
  Valid: '1'
AgentTicketNote:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketNote
  Prio: '800'
  Valid: '1'
AgentTicketPhone:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPhone
  Prio: '400'
  Valid: '1'
AgentTicketPlain:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPlain
  Prio: '600'
  Valid: '1'
AgentTicketPrint:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
  Prio: '500'
  Valid: '1'
MarkAsImportant:
  Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
  Prio: '700'
  Valid: '1'

Ticket::Frontend::Article::Actions###Phone###AgentTicketSMSOutbound

Defines available article actions for SMS articles.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
Prio: '50'
Valid: '1'

Ticket::Frontend::Article::Actions###SMS

Defines available article actions for SMS articles.

This setting can not be deactivated.

Default value:

---
AgentTicketCompose:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketCompose
  Prio: '100'
  Valid: '1'
AgentTicketForward:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketForward
  Prio: '200'
  Valid: '1'
AgentTicketPrint:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketPrint
  Prio: '500'
  Valid: '1'
AgentTicketSMSOutbound:
  Module: Kernel::Output::HTML::ArticleAction::AgentTicketSMSOutbound
  Prio: '50'
  Valid: '1'
MarkAsImportant:
  Module: Kernel::Output::HTML::ArticleAction::MarkAsImportant
  Prio: '700'
  Valid: '1'

Frontend → Agent → View → TicketZoom → MenuModule

Ticket::Frontend::MenuModule###000-Back

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.

Default value:

---
Action: ''
ClusterName: ''
ClusterPriority: ''
Description: Go back
Link: '[% Env("LastScreenOverview") %];TicketID=[% Data.TicketID | html %]'
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Back
PopupType: ''
Target: ''

Ticket::Frontend::MenuModule###100-Lock

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.

Default value:

---
Action: AgentTicketLock
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Lock / unlock this ticket
Module: Kernel::Output::HTML::TicketMenu::Lock
Name: Lock
Target: ''

Ticket::Frontend::MenuModule###200-History

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###210-Print

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###300-Priority

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###310-FreeText

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###320-Link

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###400-Owner

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###410-Responsible

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###420-Attachments

Shows all attachments available in the ticket.

Default value:

---
Action: AgentTicketAttachmentView
ClusterName: Miscellaneous
ClusterPriority: '999'
Description: View all attachments of the current ticket.
Link: Action=AgentTicketAttachmentView;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::AttachmentView
Name: Attachments
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###420-Customer

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###420-Note

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###425-Phone Call Outbound

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###426-Phone Call Inbound

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###427-Email Outbound

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###429-SMS Outbound

Shows a link in the menu to send an outbound SMS 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.

Default value:

---
Action: AgentTicketSMSOutbound
ClusterName: Communication
ClusterPriority: '435'
Description: Send new outgoing SMS from this ticket
Link: Action=AgentTicketSMSOutbound;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::SMS
Name: SMS Outbound
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###430-Merge

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###440-Pending

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###448-Watch

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.

Default value:

---
Action: AgentTicketWatcher
ClusterName: ''
ClusterPriority: ''
Description: Watch this ticket
Module: Kernel::Output::HTML::TicketMenu::TicketWatcher
Name: Watch
Target: ''

Ticket::Frontend::MenuModule###450-Close

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.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###460-Delete

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.

This setting is not active by default.

Default value:

---
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: ''

Ticket::Frontend::MenuModule###470-Junk

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.

This setting is not active by default.

Default value:

---
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::MenuModule###480-Process

Shows a link in the menu to enroll a ticket into a process in the ticket zoom view of the agent interface.

Default value:

---
Action: AgentTicketProcess
Cluster: ''
Description: Enroll process for this ticket
Link: Action=AgentTicketProcess;IsProcessEnroll=1;TicketID=[% Data.TicketID | html
  %]
Module: Kernel::Output::HTML::TicketMenu::Process
Name: Process
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###500-ExternalLink

Shows link to external page 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”.

This setting is not active by default.

Default value:

---
Action: ''
ClusterName: Miscellaneous
ClusterPriority: ''
Description: Open an external link!
ExternalLink: '1'
Link: http://external-application.test/app/index.php?TicketID=[% Data.TicketID %]&queue_id=[%
  Data.QueueID %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: External Link
PopupType: ''
Target: _blank

Ticket::Frontend::MenuModule###550-Appointment

Shows a link in the menu for creating a calendar appointment linked to the ticket directly from 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.

Default value:

---
Action: AgentAppointmentCalendarOverview
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Create a new calendar appointment linked to this ticket
Link: Action=AgentAppointmentCalendarOverview;Subaction=AppointmentCreate;PluginKey=0100-Ticket;ObjectID=[%
  Data.TicketID | uri %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: New Appointment
PopupType: ''
Target: ''

Frontend → Base

AttachmentDownloadType

Allows choosing between showing the attachments of a ticket in the browser (inline) or just make them downloadable (attachment).

This setting can not be deactivated.

Default value:

attachment

DefaultLanguage

Defines the default front-end language. All the possible values are determined by the available language files on the system (see the next setting).

This setting can not be deactivated.

Default value:

en

DefaultTheme

Defines the default front-end (HTML) theme to be used by the agents. If you like, you can add your own theme. Please refer the administrator manual located at https://doc.otrs.com/doc/.

This setting can not be deactivated.

Default value:

Standard

DefaultTheme::HostBased

It is possible to configure different themes to be used on a per-domain basis within the application. Using a regular expression (regex), you can configure a Key/Content pair to match a domain. The value in “Key” should match the domain, and the value in “Content” should be a valid theme on your system. Please see the example entries for the proper form of the regex.

This setting is not active by default.

Default value:

---
host1\.example\.com: SomeTheme1
host2\.example\.com: SomeTheme2

DefaultUsedLanguages

Defines all the languages that are available to the application. Specify only English names of languages here.

This setting can not be deactivated.

Default value:

---
ar_SA: Arabic (Saudi Arabia)
bg: Bulgarian
ca: Catalan
cs: Czech
da: Danish
de: German
el: Greek
en: English (United States)
en_CA: English (Canada)
en_GB: English (United Kingdom)
es: Spanish
es_CO: Spanish (Colombia)
es_MX: Spanish (Mexico)
et: Estonian
fa: Persian
fi: Finnish
fr: French
fr_CA: French (Canada)
gl: Galician
he: Hebrew
hi: Hindi
hr: Croatian
hu: Hungarian
id: Indonesian
it: Italian
ja: Japanese
ko: Korean
lt: Lithuanian
lv: Latvian
mk: Macedonian
ms: Malay
nb_NO: Norwegian
nl: Dutch
pl: Polish
pt: Portuguese
pt_BR: Portuguese (Brasil)
ro: Romanian
ru: Russian
sk_SK: Slovak
sl: Slovenian
sr_Cyrl: Serbian Cyrillic
sr_Latn: Serbian Latin
sv: Swedish
sw: Swahili
th_TH: Thai
tr: Turkish
uk: Ukrainian
vi_VN: Vietnam
zh_CN: Chinese (Simplified)
zh_TW: Chinese (Traditional)

DefaultUsedLanguagesNative

Defines all the languages that are available to the application. Specify only native names of languages here.

This setting can not be deactivated.

Default value:

---
ar_SA: العَرَبِية‎
bg: Български
ca: Català
cs: Česky
da: Dansk
de: Deutsch
el: Ελληνικά
en: English (United States)
en_CA: English (Canada)
en_GB: English (United Kingdom)
es: Español
es_CO: Español (Colombia)
es_MX: Español (México)
et: Eesti
fa: فارسى
fi: Suomi
fr: Français
fr_CA: Français (Canada)
gl: Galego
he: עברית
hi: हिन्दी
hr: Hrvatski
hu: Magyar
id: Bahasa Indonesia
it: Italiano
ja: 日本語
ko: 한국어
lt: Lietuvių kalba
lv: Latvijas
mk: Mакедонски
ms: Melayu
nb_NO: Norsk bokmål
nl: Nederlandse
pl: Polski
pt: Português
pt_BR: Português Brasileiro
ro: Română
ru: Русский
sk_SK: Slovenčina
sl: Slovenščina
sr_Cyrl: Српски
sr_Latn: Srpski
sv: Svenska
sw: Kiswahili
th_TH: ภาษาไทย
tr: Türkçe
uk: Українська
vi_VN: ViɆt Nam
zh_CN: 简体中文
zh_TW: 正體中文

DefaultViewLines

Sets the number of lines that are displayed in text messages (e.g. ticket lines in the QueueZoom).

This setting can not be deactivated.

Default value:

6000

DefaultViewNewLine

Automated line break in text messages after x number of chars.

This setting can not be deactivated.

Default value:

90

DisableContentSecurityPolicy

Disable HTTP header “Content-Security-Policy” to allow loading of external script contents. Disabling this HTTP header can be a security issue! Only disable it, if you know what you are doing!

Default value:

0

DisableIFrameOriginRestricted

Disable HTTP header “X-Frame-Options: SAMEORIGIN” to allow OTRS to be included as an IFrame in other websites. Disabling this HTTP header can be a security issue! Only disable it, if you know what you are doing!

Default value:

0

DisableLoginAutocomplete

Disable autocomplete in the login screen.

Default value:

0

FirstnameLastnameOrder

Specifies the order in which the firstname and the lastname of agents will be displayed.

This setting can not be deactivated.

Default value:

0

Frontend::AjaxDebug

Delivers extended debugging information in the frontend in case any AJAX errors occur, if enabled.

This setting can not be deactivated.

Default value:

0

Frontend::DebugMode

Enables or disables the debug mode over frontend interface.

Default value:

0

Frontend::MenuDragDropEnabled

Turns on drag and drop for the main navigation.

This setting can not be deactivated.

Default value:

1

Frontend::PrefixPath

Needed for operation behind a reverse proxy with a prefix path. Specify with leading, but without trailing slash (e.g. ‘/prefix/path’).

This setting can not be deactivated.

Default value:

`Frontend::RichText`

Uses richtext for viewing and editing: articles, salutations, signatures, standard templates, auto responses and notifications.

This setting can not be deactivated.

Default value:

1

Frontend::RichText::DefaultCSS

Defines the default CSS used in rich text editors.

This setting can not be deactivated.

Default value:

font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;

Frontend::RichText::EnhancedMode

Defines if the enhanced mode should be used (enables use of table, replace, subscript, superscript, paste from word, etc.).

This setting can not be deactivated.

Default value:

0

Frontend::RichTextHeight

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

This setting can not be deactivated.

Default value:

320

Frontend::RichTextPath

Defines the URL rich text editor path.

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Frontend::PrefixPath>/htdocs/js/thirdparty/ckeditor-4.7.0/

Frontend::RichTextWidth

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

This setting can not be deactivated.

Default value:

620

Frontend::TemplateCache

Enables or disables the caching for templates. WARNING: Do NOT disable template caching for production environments for it will cause a massive performance drop! This setting should only be disabled for debugging reasons!

This setting can not be deactivated.

Default value:

1

Frontend::Themes

Activates the available themes on the system. Value 1 means active, 0 means inactive.

Default value:

---
Lite: '0'
Standard: '1'

HTTPSForceRedirect

Whether to force redirect all requests from http to https protocol. Please check that your web server is configured correctly for https protocol before enable this option.

This setting can not be deactivated.

Default value:

0

HttpType

Defines the type of protocol, used by the web server, to serve the application. If https protocol will be used instead of plain http, it must be specified here. Since this has no affect on the web server’s settings or behavior, it will not change the method of access to the application and, if it is wrong, it will not prevent you from logging into the application. This setting is only used as a variable, OTRS_CONFIG_HttpType which is found in all forms of messaging used by the application, to build links to the tickets within your system.

This setting can not be deactivated.

Default value:

http

OutOfOfficeMessageTemplate

Defines out of office message template. Two string parameters (%s) available: end date and number of days left.

Default value:

*** out of office until %s (%s d left) ***

Ticket::Frontend::BlockLoadingRemoteContent

Makes the application block external content loading.

This setting can not be deactivated.

Default value:

0

WebMaxFileUpload

Defines the maximal size (in bytes) for file uploads via the browser. Warning: Setting this option to a value which is too low could cause many masks in your OTRS instance to stop working (probably any mask which takes input from the user).

This setting can not be deactivated.

Default value:

24000000

WebUploadCacheModule

Selects the module to handle uploads via the web interface. “DB” stores all uploads in the database, “FS” uses the file system.

This setting can not be deactivated.

Default value:

Kernel::System::Web::UploadCache::DB

Frontend → Base → Loader

Loader::Agent::CommonCSS###000-Framework

List of CSS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Reset.css
- Core.Default.css
- Core.Header.css
- Core.OverviewControl.css
- Core.OverviewSmall.css
- Core.OverviewMedium.css
- Core.OverviewLarge.css
- Core.Footer.css
- Core.PageLayout.css
- Core.Form.css
- Core.Table.css
- Core.Login.css
- Core.Widget.css
- Core.WidgetMenu.css
- Core.TicketDetail.css
- Core.Tooltip.css
- Core.Dialog.css
- Core.InputFields.css
- Core.Print.css
- Core.Animations.css
- Core.DocumentSearch.css
- Core.AgentSearch.css

Loader::Agent::CommonCSS###001-Daemon

List of CSS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.Daemon.css

Loader::Agent::CommonCSS###200-FAQ

List of CSS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.FAQ.Default.css

Loader::Agent::CommonJS###000-Framework

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- thirdparty/jquery-3.4.1/jquery.js
- thirdparty/jquery-browser-detection/jquery-browser-detection.js
- thirdparty/jquery-ui-1.12.1/jquery-ui.js
- thirdparty/jquery-ui-touch-punch-0.2.3/jquery.ui.touch-punch.js
- thirdparty/jquery-validate-1.16.0/jquery.validate.js
- thirdparty/jquery-pubsub/pubsub.js
- thirdparty/jquery-jstree-3.3.7/jquery.jstree.js
- thirdparty/nunjucks-3.0.1/nunjucks.js
- Core.Init.js
- Core.JavaScriptEnhancements.js
- Core.Debug.js
- Core.Exception.js
- Core.Data.js
- Core.Config.js
- Core.Language.js
- Core.Template.js
- Core.JSON.js
- Core.App.js
- Core.App.Responsive.js
- Core.AJAX.js
- Core.UI.js
- Core.UI.InputFields.js
- Core.UI.Accordion.js
- Core.UI.Datepicker.js
- Core.UI.DnD.js
- Core.UI.Floater.js
- Core.UI.Resizable.js
- Core.UI.Table.js
- Core.UI.Accessibility.js
- Core.UI.RichTextEditor.js
- Core.UI.Dialog.js
- Core.UI.ActionRow.js
- Core.UI.Popup.js
- Core.UI.TreeSelection.js
- Core.UI.Autocomplete.js
- Core.Form.js
- Core.Form.ErrorTooltips.js
- Core.Form.Validate.js
- Core.Agent.js
- Core.Agent.Search.js
- Core.Agent.DocumentSearch.js
- Core.Agent.CustomerInformationCenterSearch.js
- Core.Agent.CustomerSearch.js
- Core.Agent.CustomerUserInformationCenterSearch.js
- Core.Agent.Header.js
- Core.UI.Notification.js
- Core.Agent.Responsive.js

Loader::Agent::CommonJS###001-Daemon

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.Daemon.js

Loader::Agent::CommonJS###001-JQueryMigrate

List of JS files to always be loaded for the agent interface.

This setting is not active by default.

Default value:

---
- thirdparty/jquery-migrate-3.0.0/jquery-migrate.js

Loader::Agent::CommonJS###002-Ticket

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.Chat.Toolbar.js
- Core.VideoChat.js
- thirdparty/adapter.js-6.4.0/adapter.js

Loader::Agent::CommonJS###100-CKEditor

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- thirdparty/ckeditor-4.7.0/ckeditor.js

Loader::Agent::CommonJS###200-DynamicFieldContactWithData

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.DynamicFieldContactWithDataSearch.js

Loader::Agent::CommonJS###200-FAQ

List of JS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Agent.FAQ.TicketCompose.js

Loader::Agent::DefaultSelectedSkin

The agent skin’s InternalName which should be used in the agent interface. Please check the available skins in Frontend::Agent::Skins.

This setting can not be deactivated.

Default value:

default

Loader::Agent::DefaultSelectedSkin::HostBased

It is possible to configure different skins, for example to distinguish between diferent agents, to be used on a per-domain basis within the application. Using a regular expression (regex), you can configure a Key/Content pair to match a domain. The value in “Key” should match the domain, and the value in “Content” should be a valid skin on your system. Please see the example entries for the proper form of the regex.

This setting is not active by default.

Default value:

---
host1\.example\.com: SomeSkin1
host2\.example\.com: SomeSkin2

Loader::Agent::ResponsiveCSS###000-Framework

List of responsive CSS files to always be loaded for the agent interface.

This setting can not be deactivated.

Default value:

---
- Core.Responsive.css

Loader::Agent::Skin###000-default

Default skin for the agent interface.

Default value:

---
Description: The Default skin of OTRS.
HomePage: www.otrs.org
InternalName: default
VisibleName: OTRS

Loader::Agent::Skin###001-slim

Default skin for the agent interface (slim version).

Default value:

---
Description: A more compact version of the OTRS skin which tries to save screen space
  for power users.
HomePage: www.otrs.org
InternalName: slim
VisibleName: Slim

Loader::Agent::Skin###002-high-contrast

High contrast skin for visually impaired users.

Default value:

---
Description: High contrast skin for visually impaired users.
HomePage: www.otrs.com
InternalName: highcontrast
VisibleName: High Contrast

Loader::Enabled::CSS

If enabled, OTRS will deliver all CSS files in minified form.

This setting can not be deactivated.

Default value:

1

Loader::Enabled::JS

If enabled, OTRS will deliver all JavaScript files in minified form.

This setting can not be deactivated.

Default value:

1

Frontend → Base → NavBarModule

Frontend::AdminModuleGroups###001-Framework

Defines available groups for the admin overview screen.

This setting can not be deactivated.

Default value:

---
Administration:
  Order: '6000'
  Title: Administration
Automation:
  Order: '4000'
  Title: Processes & Automation
Communication:
  Order: '2000'
  Title: Communication & Notifications
External:
  Order: '4500'
  Title: External Interface
Miscellaneous:
  Order: '7000'
  Title: Miscellaneous
OTRSGroup:
  Order: '5000'
  Title: OTRS Group Services
Ticket:
  Order: '1000'
  Title: Ticket Settings
Users:
  Order: '3000'
  Title: Users, Groups & Roles

Frontend → Base → OutputFilter

Frontend::Output::FilterText###AAAURL

Defines the filter that processes the text in the articles, in order to highlight URLs.

Default value:

---
Module: Kernel::Output::HTML::FilterText::URL
Templates:
  AgentTicketZoom: '1'

Frontend::Output::FilterText###OutputFilterTextAutoLink

Defines a filter to process the text in the articles, in order to highlight predefined keywords.

This setting is not active by default.

Default value:

---
Module: Kernel::Output::HTML::FilterText::AutoLink
Templates:
  AgentTicketZoom: '1'

Frontend::Output::OutputFilterTextAutoLink###Bugtraq

Defines a filter for html output to add links behind bugtraq numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?(\d{2,8})
Templates:
  AgentTicketZoom: '1'
URL1:
  Description: Security Focus
  Image: https://www.securityfocus.com/favicon.ico
  Target: _blank
  URL: https://www.securityfocus.com/bid/<MATCH1>/info
URL2:
  Description: Google
  Image: https://www.google.de/favicon.ico
  Target: _blank
  URL: https://google.com/search?q=<MATCH>

Frontend::Output::OutputFilterTextAutoLink###CVE

Defines a filter for html output to add links behind CVE numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})
Templates:
  AgentTicketZoom: '1'
URL1:
  Description: Mitre
  Image: https://cve.mitre.org/favicon.ico
  Target: _blank
  URL: https://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
URL2:
  Description: Google
  Image: https://www.google.de/favicon.ico
  Target: _blank
  URL: https://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
URL3:
  Description: US-CERT NVD
  Image: https://nvd.nist.gov/NVD/Media/images/favicons/favicon-16x16.png
  Target: _blank
  URL: https://nvd.nist.gov/nvd.cfm?cvename=<MATCH1>-<MATCH2>-<MATCH3>

Frontend::Output::OutputFilterTextAutoLink###FAQ

A filter for HTML output to add links behind a defined string. The element Image allows two input kinds. First the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possibility is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- (FAQ)[#\s]*?1(\d{4})
URL1:
  Description: FAQ
  Image: /otrs-web/skins/Agent/default/img/help-small.png
  Target: _blank
  URL: /otrs/index.pl?Action=AgentFAQZoom;ItemID=<MATCH2>

Frontend::Output::OutputFilterTextAutoLink###MSBulletins

Defines a filter for html output to add links behind MSBulletin numbers. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- MS[^A-Za-z]{0,5}(\d\d).?(\d{2,4})
Templates:
  AgentTicketZoom: '1'
URL1:
  Description: Microsoft Technet
  Image: https://www.microsoft.com/favicon.ico
  Target: _blank
  URL: https://www.microsoft.com/technet/security/bulletin/MS<MATCH1>-<MATCH2>.mspx
URL2:
  Description: Google
  Image: https://www.google.de/favicon.ico
  Target: _blank
  URL: https://google.com/search?q=MS<MATCH1>-<MATCH2>

Frontend::Output::OutputFilterTextAutoLink###Setting1

Define a filter for html output to add links behind a defined string. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- RegExp
Templates:
  AgentTicketZoom: '1'
URL1:
  Description: Description
  Image: right-small.png
  Target: _blank
  URL: URL
URL2:
  Description: Description
  Image: Image
  Target: _blank
  URL: URL

Frontend::Output::OutputFilterTextAutoLink###Setting2

Defines a filter for html output to add links behind a defined string. The element Image allows two input kinds. At once the name of an image (e.g. faq.png). In this case the OTRS image path will be used. The second possiblity is to insert the link to the image.

This setting is not active by default.

Default value:

---
RegExp:
- RegExp
Templates:
  AgentTicketZoom: '1'
URL1:
  Description: Description
  Image: right-small.png
  Target: _blank
  URL: URL
URL2:
  Description: Description
  Image: Image
  Target: _blank
  URL: URL
URL3:
  Description: Description
  Image: Image
  Target: _blank
  URL: URL

Frontend → External

ChatEngine::ExternalFrontend::NoAvailableAgentsButtonLink

Defines the link of the button which will be considered for the button if no agent is available for chat.

This setting can not be deactivated.

Default value:

`ChatEngine::ExternalFrontend::NoAvailableAgentsButtonText`

Defines the text of the button which will be displayed if no agent is available for chat.

This setting can not be deactivated.

Default value:

`ChatEngine::ExternalFrontend::NoAvailableAgentsDescription`

Defines a reference message for the button.

This setting can not be deactivated.

Default value:

`ChatFrontend::ExternalScripts`

Defines the list of external script resources that will be included in the chat app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

--- []

ChatFrontend::InlineScripts

Defines the list of inline scripts that will be included in the chat app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

--- []

ExternalFrontend::CustomizationColors

List of colors in hexadecimal RGB which will be available for selection during customization of the external interface. Make sure the colors are dark enough so white text can be overlayed on them.

Default value:

---
- '#000000'
- '#1E1E1E'
- '#3A3A3A'
- '#545453'
- '#6E6E6E'
- '#878687'
- '#888787'
- '#A09FA0'
- '#B8B8B8'
- '#D0D0D0'
- '#E8E8E8'
- '#FFFFFF'
- '#891100'
- '#894800'
- '#888501'
- '#458401'
- '#028401'
- '#018448'
- '#008688'
- '#004A88'
- '#001888'
- '#491A88'
- '#891E88'
- '#891648'
- '#FF2101'
- '#FF8802'
- '#FFFA03'
- '#83F902'
- '#05F802'
- '#03F987'
- '#00FDFF'
- '#008CFF'
- '#002EFF'
- '#8931FF'
- '#FF39FF'
- '#FF2987'
- '#FF726E'
- '#FFCE6E'
- '#FFFB6D'
- '#CEFA6E'
- '#68F96E'
- '#68FDFF'
- '#68FBD0'
- '#6ACFFF'
- '#6E76FF'
- '#D278FF'
- '#FF7AFF'
- '#FF7FD3'

ExternalFrontend::DefaultLanguage

Defines the method for determining the default language in the external interface. ‘Auto-detect’ will set language based on the user browser configuration. ‘System default’ will use configured value of the DefaultLanguage setting. Please note that once a user overrides the default language, their choice will be honored in the future.

This setting can not be deactivated.

Default value:

Browser

ExternalFrontend::ExternalScripts

Defines the list of external script resources that will be included in the external interface app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

--- []

ExternalFrontend::InlineScripts

Defines the list of inline scripts that will be included in the external interface app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

--- []

ExternalFrontend::LanguageFallback

Defines fallback language for the external interface.

This setting can not be deactivated.

Default value:

en

ExternalFrontend::Languages

List of languages which will be available in external frontend. Please, make sure that it contains value selected in ExternalFrontend::LanguageFallback.

This setting can not be deactivated.

Default value:

---
- en
- en_CA
- en_GB
- de
- es
- es_MX
- hu
- zh_CN
- pt_BR
- fr

ExternalFrontend::QueueMap

Defines queue name map for external interface.

Default value:

--- {}

ExternalFrontend::StateMap

Defines state name map for external interface.

Default value:

--- {}

Frontend → External → Auth

ExternalFrontend::Auth::LoginURL

Defines an alternate login URL for the external interface.

This setting is not active by default.

Default value:

http://host.example.com/cgi-bin/login.pl

ExternalFrontend::Auth::LogoutURL

Defines an alternate logout URL for the external interface.

This setting is not active by default.

Default value:

http://host.example.com/cgi-bin/logout.pl

Frontend → External → DocumentSearch

DocumentSearch::External::DynamicField

Searchable and highlightable dynamic fields in the external interface.

Default value:

--- {}

Frontend → External → Menu

ExternalFrontend::Menu###Bottom

Bottom menu item registration for the external interface. Additional menu links are defined by adding new items and specifying their parameters. ‘Group’ and ‘GroupRo’ arrays can be used to limit display of the links to members of certain groups with RW and RO permissions respectively. ‘Name’ defines the displayed link text and ‘Description’ will be shown in a tooltip on hover. ‘Link’ is meant for an application route path or a link to an external site. Please note you can only define one of them at the time. ‘IsPublic’ defines if the link will be shown to unauthenticated users and in case this is set to ‘1’, ‘Group’ and ‘GroupRo’ parameters will be ignored. ‘Target’ will define link’s target attribute, please use ‘_blank’ for opening in a new tab. ‘Prio’ determines the order of the links, with smaller numbers displayed first.

Default value:

---
- Description: Knowledge base.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: /knowledge-base
  Name: Knowledge Base
  Prio: '100'
  Target: ''
- Description: Service catalogue.
  Group: []
  GroupRo: []
  IsPublic: '0'
  Link: /service-catalogue
  Name: Service Catalogue
  Prio: '200'
  Target: ''
- Description: Privacy policy example.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: /c/privacy-policy-example
  Name: Privacy Policy Example
  Prio: '300'
  Target: ''
- Description: Imprint example.
  Group: []
  GroupRo: []
  IsPublic: ''
  Link: /c/imprint-example
  Name: Imprint Example
  Prio: '400'
  Target: ''
- Description: Copyright notice.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: https://otrs.com
  Name: Copyright (C) 2001-2020 OTRS AG
  Prio: '500'
  Target: ''

ExternalFrontend::Menu###Main

Main menu item registration for the external interface. Additional menu links are defined by adding new items and specifying their parameters. ‘Group’ and ‘GroupRo’ arrays can be used to limit display of the links to members of certain groups with RW and RO permissions respectively. ‘Name’ defines the displayed link text and ‘Description’ will be shown in a tooltip on hover. ‘Link’ is meant for an application route path or a link to an external site. Please note you can only define one of them at the time. ‘IsPublic’ defines if the link will be shown to unauthenticated users and in case this is set to ‘1’, ‘Group’ and ‘GroupRo’ parameters will be ignored. ‘Target’ will define link’s target attribute, please use ‘_blank’ for opening in a new tab. ‘Prio’ determines the order of the links, with smaller numbers displayed first.

Default value:

---
- Description: Knowledge base.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: /knowledge-base
  Name: Knowledge Base
  Prio: '100'
  Target: ''
- Description: Service catalogue.
  Group: []
  GroupRo: []
  IsPublic: '0'
  Link: /service-catalogue
  Name: Service Catalogue
  Prio: '200'
  Target: ''
- Description: Custom link 2.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: /error
  Name: Custom Link 2
  Prio: '300'
  Target: ''
- Description: Custom link 3.
  Group: []
  GroupRo: []
  IsPublic: ''
  Link: /ticket/overview
  Name: Custom Link 3
  Prio: '400'
  Target: ''

ExternalFrontend::Menu###Top

Top menu item registration for the external interface. Additional menu links are defined by adding new items and specifying their parameters. ‘Group’ and ‘GroupRo’ arrays can be used to limit display of the links to members of certain groups with RW and RO permissions respectively. ‘Name’ defines the displayed link text and ‘Description’ will be shown in a tooltip on hover. ‘Link’ is meant for an application route path or a link to an external site. Please note you can only define one of them at the time. ‘IsPublic’ defines if the link will be shown to unauthenticated users and in case this is set to ‘1’, ‘Group’ and ‘GroupRo’ parameters will be ignored. ‘Target’ will define link’s target attribute, please use ‘_blank’ for opening in a new tab. ‘Prio’ determines the order of the links, with smaller numbers displayed first.

Default value:

---
- Description: Custom Link 1.
  Group: []
  GroupRo: []
  IsPublic: '1'
  Link: /home
  Name: Custom Link 1
  Prio: '100'
  Target: ''

Frontend → External → PrivacyNotice

ExternalFrontend::PrivacyNotice

Defines privacy notice configuration for the external interface. The notice will be shown to all users until they accept the privacy policy. To deactivate the notice completely, simply disable this setting.

Default value:

---
de:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: Datenschutz-Vereinbarung
  Text: Diese Website verwendet Cookies. Mit der Nutzung dieser Website akzeptieren
    Sie unsere %s.
en:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: data protection
  Text: This site uses cookies. By using this site you accept our %s agreement.
en_CA:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: data protection
  Text: This site uses cookies. By using this site you accept our %s agreement.
en_GB:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: data protection
  Text: This site uses cookies. By using this site you accept our %s agreement.
es:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: protección de datos
  Text: Este sitio utiliza cookies. Al continuar navegando, usted acepta nuestro acuerdo
    de %s.
es_MX:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: protección de datos
  Text: Este sitio utiliza cookies. Al continuar navegando, usted acepta nuestro acuerdo
    de %s.
fr:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: de protection des données
  Text: Ce site utilise des cookies. En utilisant ce site, vous acceptez notre accord
    %s.
hu:
  ButtonText: Rendben
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: adatvédelmi
  Text: Ez az oldal sütiket használ. Az oldal használatával elfogadja az %s irányelveinket.
pt_BR:
  ButtonText: Ok
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: proteção de dados
  Text: Este site utiliza cookies. Ao usar este site, aceita o nosso acordo de %s.
zh_CN:
  ButtonText: 好的
  Link: https://www.example.com/your-cookie-consent
  LinkTarget: _blank
  LinkText: 数据保护
  Text: 该网站使用cookies。使用本网站表示您接受我们的%s条款。

Frontend → External → Route

ExternalFrontend::Route###001-Framework

Defines the application routes for the external interface. Additional routes are defined by adding new items and specifying their parameters. ‘Group’ and ‘GroupRo’ arrays can be used to limit access of the route to members of certain groups with RW and RO permissions respectively. ‘Path’ defines the relative path of the route, and ‘Alias’ can be used for specifying an alternative path. ‘Component’ is the path of the Vue component responsible for displaying the route content, relative to the Components/Route folder in the app. ‘IsPublic’ defines if the route will be accessible for unauthenticated users and in case this is set to ‘1’, ‘Group’ and ‘GroupRo’ parameters will be ignored. ‘Props’ can be used to signal that the path contain dynamic segments, and that their values should be bound to the component as props (use ‘1’ to turn on this feature).

Default value:

---
- Alias: /home
  Component: HomePage
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /
  Props: ''
- Alias: /c/:slug
  Component: CustomPage
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /content/:slug
  Props: '1'
- Alias: '*'
  Component: ErrorPage
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /error
  Props: '1'
- Alias: ''
  Component: AccountResetPage
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /account/reset/:token
  Props: '1'
- Alias: ''
  Component: TicketOverview
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /ticket/overview/:filter?
  Props: '1'
- Alias: ''
  Component: Search
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /search/:searchQuery?
  Props: '1'
- Alias: ''
  Component: PersonalPreferences
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /account/personal-preferences/:category?
  Props: '1'
- Alias: ''
  Component: TicketCreate
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /ticket/create/:mode?
  Props: '1'
- Alias: ''
  Component: TicketDetailView
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /ticket/number/:ticketNumber
  Props: '1'
- Alias: ''
  Component: ServiceCatalogue
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /service-catalogue/:categoryId?
  Props: '1'
- Alias: /knowledge-base/
  Component: KnowledgeBaseOverview
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /knowledge-base/category/:categoryId?
  Props: '1'
- Alias: ''
  Component: KnowledgeBaseDetailView
  Group: []
  GroupRo: []
  IsPublic: '1'
  Path: /knowledge-base/article/:articleId
  Props: '1'
- Alias: ''
  Component: PersonalNotifications
  Group: []
  GroupRo: []
  IsPublic: '0'
  Path: /personal-notifications
  Props: '1'

Frontend → External → View → KnowledgeBaseDetail

ExternalFrontend::KnowledgeBaseDetailView###DynamicField

Dynamic fields shown in the knowlegde base detail view of the external interface.

Default value:

--- {}

Frontend → External → View → Preferences

CustomerPersonalPreference###Avatar

Defines all the parameters for this item in the customer preferences.

Default value:

---
Active: '1'
Desc: Upload your avatar image.
Key: Avatar
Label: Avatar
Module: Kernel::WebApp::Util::UserPreferenceType::Avatar
PrefKey: UserAvatar
PreferenceGroup: General
Prio: '0100'

CustomerPersonalPreference###GoogleAuthenticatorSecretKey

Defines the config parameters of this item, to be shown in the preferences view.

Default value:

---
Active: '1'
Block: Input
Desc: 'Enter your shared secret to enable two factor authentication. WARNING: Make
  sure that you add the shared secret to your generator application and the application
  works well. Otherwise you will be not able to login anymore without the two factor
  token.'
Key: Shared Secret
Label: Google Authenticator
Module: Kernel::WebApp::Util::UserPreferenceType::Generic
PrefKey: UserGoogleAuthenticatorSecretKey
PreferenceGroup: Security
Prio: '1100'
ValidateRegex: ^([A-Z2-7]{16}|)$
ValidateRegexMessage: The secret you supplied is invalid. The secret must only contain
  letters (A-Z, uppercase) and numbers (2-7) and must consist of 16 characters.

CustomerPersonalPreference###Language

Defines all the parameters for this item in the customer preferences.

Default value:

---
Active: '1'
Desc: Select the main interface language.
Key: Language
Label: Language
Module: Kernel::WebApp::Util::UserPreferenceType::Select::Language
PrefKey: UserLanguage
PreferenceGroup: General
Prio: '2000'

CustomerPersonalPreference###PGP

Defines all the parameters for this item in the customer preferences.

Default value:

---
Active: '1'
Desc: Upload your PGP key.
Key: PGP Key
Label: PGP Key
Module: Kernel::WebApp::Util::UserPreferenceType::File::PGP
PrefKey: UserPGPKey
PreferenceGroup: Security
Prio: '10000'

CustomerPersonalPreference###Password

Defines all the parameters for this item in the customer preferences. ‘PasswordRegExp’ allows to match passwords against a regular expression. Define the minimum number of characters using ‘PasswordMinSize’. Define if at least 2 lowercase and 2 uppercase letter characters are needed by setting the appropriate option to ‘1’. ‘PasswordMin2Characters’ defines if the password needs to contain at least 2 letter characters (set to 0 or 1). ‘PasswordNeedDigit’ controls the need of at least 1 digit (set to 0 or 1 to control).

Default value:

---
Active: '1'
Area: Customer
Desc: Set a new password by filling in your current password and a new one.
Label: Change password
Module: Kernel::WebApp::Util::UserPreferenceType::Password
PasswordMin2Characters: '0'
PasswordMin2Lower2UpperCharacters: '0'
PasswordMinSize: '0'
PasswordNeedDigit: '0'
PasswordRegExp: ''
PreferenceGroup: Security
Prio: '1000'

CustomerPersonalPreference###SMIME

Defines all the parameters for this item in the customer preferences.

Default value:

---
Active: '1'
Desc: Upload your S/MIME certificate.
Key: S/MIME Certificate
Label: S/MIME Certificate
Module: Kernel::WebApp::Util::UserPreferenceType::File::SMIME
PrefKey: UserSMIMEKey
PreferenceGroup: Security
Prio: '11000'

CustomerPersonalPreference###TimeZone

Defines all the parameters for this item in the customer preferences.

Default value:

---
Active: '1'
Desc: Select your personal time zone. All times will be displayed relative to this
  time zone.
Key: Time Zone
Label: Time Zone
Module: Kernel::WebApp::Util::UserPreferenceType::Select::TimeZone
PrefKey: UserTimeZone
PreferenceGroup: General
Prio: '2500'

CustomerPersonalPreference::Groups###0001-Framework

Customer preferences categories.

This setting can not be deactivated.

Default value:

---
- Description: ''
  Label: General
  Name: General
  Order: '1000'
  Title: ''
- Description: ''
  Label: Security
  Name: Security
  Order: '2000'
  Title: ''

CustomerPersonalPreference::OldModuleMapping###0001-Framework

Defines the config parameters of this item, to be shown in the preferences view.

Default value:

---
GoogleAuthenticatorSecretKey: Kernel::Output::HTML::Preferences::Generic
PGP: Kernel::Output::HTML::Preferences::PGP
SMIME: Kernel::Output::HTML::Preferences::SMIME

Frontend → External → View → TicketCreate

ExternalFrontend::TicketCreate###DynamicField

Dynamic fields options shown in the ticket message screen of the external interface. NOTE: If you want to display these fields also in the ticket detail view of the external interface, you have to enable them in ExternalFrontend::TicketDetailView###DynamicField.

Default value:

--- {}

ExternalFrontend::TicketCreate###HistoryComment

Comment for new history entries in the external interface.

This setting can not be deactivated.

Default value:

`ExternalFrontend::TicketCreate###HistoryType`

Defines the default history type in the external interface.

This setting can not be deactivated.

Default value:

WebRequestCustomer

ExternalFrontend::TicketCreate###KnowledgeBase::RelatedArticles::DefaultLanguages

The default languages for the related knowledge base articles.

Default value:

---
- en

ExternalFrontend::TicketCreate###KnowledgeBase::RelatedArticles::Enabled

Enable the related knowledge base article feature for the external interface.

This setting can not be deactivated.

Default value:

1

ExternalFrontend::TicketCreate###KnowledgeBase::RelatedArticles::QueuesEnabled

List of queue names for which the related knowledge base article feature is enabled.

This setting is not active by default.

Default value:

---
- Raw

ExternalFrontend::TicketCreate###KnowledgeBase::RelatedArticles::ShowLimit

Output limit for the related knowledge base articles.

This setting can not be deactivated.

Default value:

5

ExternalFrontend::TicketCreate###NextScreenAfterNewTicket

Determines the next screen after new customer ticket in the external interface.

This setting can not be deactivated.

Default value:

TicketOverview

ExternalFrontend::TicketCreate###Priority

Allows customers to set the ticket priority in the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketCreate###PriorityDefault

Defines the default priority of new customer tickets in the external interface.

Default value:

3 normal

ExternalFrontend::TicketCreate###Queue

Allows customers to set the ticket queue in the external interface. If this is not enabled, QueueDefault should be configured.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketCreate###QueueDefault

Defines the default queue for new customer tickets in the external interface.

Default value:

Postmaster

ExternalFrontend::TicketCreate###SLA

Allows customers to set the ticket SLA in the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketCreate###SLAMandatory

Sets if SLA must be selected by the customer.

Default value:

0

ExternalFrontend::TicketCreate###SenderType

Sender type for new tickets from the external interface.

This setting can not be deactivated.

Default value:

customer

ExternalFrontend::TicketCreate###Service

Allows customers to set the ticket service in the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketCreate###ServiceMandatory

Sets if service must be selected by the customer.

Default value:

0

ExternalFrontend::TicketCreate###StateDefault

Defines the default state of new customer tickets in the external interface.

This setting can not be deactivated.

Default value:

new

ExternalFrontend::TicketCreate###TicketType

Allows customers to set the ticket type in the external interface. If this is not enabled, TicketTypeDefault should be configured.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketCreate###TicketTypeDefault

Defines the default ticket type for new customer tickets in the external interface.

Default value:

Unclassified

Frontend → External → View → TicketDetail

ExternalFrontend::TicketDetailView###AccountedTimeDisplay

Displays the accounted time for an article in the ticket detail view of the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketDetailView###AttributesView

Shows the enabled ticket attributes in the external interface (0 = Disabled and 1 = Enabled).

This setting can not be deactivated.

Default value:

---
Owner: '0'
Priority: '1'
Queue: '1'
Responsible: '0'
SLA: '0'
Service: '0'
State: '1'
Type: '0'

ExternalFrontend::TicketDetailView###DynamicField

Dynamic fields shown in the ticket detail view of the external interface.

Default value:

--- {}

ExternalFrontend::TicketDetailView###FollowUpDynamicField

Dynamic fields options shown in the ticket reply section in the ticket detail view of the external interface.

Default value:

--- {}

ExternalFrontend::TicketDetailView###HistoryComment

Defines the history comment for the ticket detail view, which gets used for ticket history in the external interface.

This setting can not be deactivated.

Default value:

`ExternalFrontend::TicketDetailView###HistoryType`

Defines the history type for the ticket detail view, which gets used for ticket history in the external interface.

This setting can not be deactivated.

Default value:

FollowUp

ExternalFrontend::TicketDetailView###NextScreenAfterFollowUp

Determines the next screen after the follow-up from the ticket detail view in the external interface.

This setting can not be deactivated.

Default value:

TicketOverview

ExternalFrontend::TicketDetailView###Priority

Allows customers to change the ticket priority in the external interface.

Default value:

0

ExternalFrontend::TicketDetailView###PriorityDefault

Defines the default priority of follow-up customer tickets in the ticket detail view in the external interface. To show the current ticket priority, simply disable this setting.

Default value:

3 normal

ExternalFrontend::TicketDetailView###SenderType

Defines the default sender type for tickets in the ticket detail view of the external interface.

This setting can not be deactivated.

Default value:

customer

ExternalFrontend::TicketDetailView###State

Allows choosing the next compose state for customer tickets in the external interface.

Default value:

0

ExternalFrontend::TicketDetailView###StateDefault

Defines the default next state for a ticket after customer follow-up in the external interface. To show the current ticket state, simply disable this setting.

Default value:

open

ExternalFrontend::TicketDetailView###StateType

Defines the next possible states for customer tickets in the external interface.

This setting can not be deactivated.

Default value:

---
- open
- closed

Frontend → External → View → TicketOverview

ExternalFrontend::TicketOverview###ColumnHeader

Shows either the last customer article’s subject or the ticket title in the external interface.

Default value:

TicketTitle

ExternalFrontend::TicketOverview###DynamicField

Dynamic fields shown in the ticket overview screen of the external interface.

Default value:

--- {}

ExternalFrontend::TicketOverview###Owner

Show the current owner in the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketOverview###Queue

Show the current queue in the external interface.

This setting can not be deactivated.

Default value:

0

ExternalFrontend::TicketOverview###State

Show the current state in the external interface.

This setting can not be deactivated.

Default value:

1

GenericInterface

GenericInterface::WebserviceConfig::CacheTTL

Cache time in seconds for the web service config backend.

This setting can not be deactivated.

Default value:

86400

GenericInterface → ErrorHandling → ModuleRegistration

GenericInterface::ErrorHandling::Module###RequestRetry

GenericInterface module registration for an error handling module.

Default value:

---
CommunicationTypeFilter: Requester
ConfigDialog: AdminGenericInterfaceErrorHandlingRequestRetry
Name: RequestRetry

GenericInterface → Invoker → ModuleRegistration

GenericInterface::Invoker::Module###Test::Test

GenericInterface module registration for the invoker layer.

This setting is not active by default.

Default value:

---
ConfigDialog: AdminGenericInterfaceInvokerDefault
Controller: Test
Name: Test

GenericInterface::Invoker::Module###Test::TestSimple

GenericInterface module registration for the invoker layer.

This setting is not active by default.

Default value:

---
ConfigDialog: AdminGenericInterfaceInvokerDefault
Controller: Test
Name: TestSimple

GenericInterface → Mapping → ModuleRegistration

GenericInterface::Mapping::Module###Simple

GenericInterface module registration for the mapping layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceMappingSimple

GenericInterface::Mapping::Module###Test

GenericInterface module registration for the mapping layer.

This setting is not active by default.

Default value:

---
ConfigDialog: ''

GenericInterface::Mapping::Module###XSLT

GenericInterface module registration for the mapping layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceMappingXSLT

GenericInterface → Operation

GenericInterface::Operation::Common::CachedAuth::AgentCacheTTL

Cache time in seconds for agent authentication in the GenericInterface.

This setting can not be deactivated.

Default value:

300

GenericInterface::Operation::Common::CachedAuth::CustomerCacheTTL

Cache time in seconds for customer authentication in the GenericInterface.

This setting can not be deactivated.

Default value:

300

GenericInterface::Operation::ResponseLoggingMaxSize

Defines the maximum size in KiloByte of GenericInterface responses that get logged to the gi_debugger_entry_content table.

This setting can not be deactivated.

Default value:

200

GenericInterface → Operation → Generic → RPC

GenericInterface::Operation::Generic::RPC

Enables the usage of operation Generic::RPC.

This setting can not be deactivated.

Default value:

0

GenericInterface::Operation::Generic::RPC::Modules###001-Default

Registration of allowed modules used by operation Generic::RPC. Just modules below Kernel::System and Custom::Kernel::System (and Kernel::Config) are allowed for executions.

Default value:

---
- Kernel::Config
- Kernel::System::CustomerCompany
- Kernel::System::CustomerUser
- Kernel::System::Encode
- Kernel::System::Group
- Kernel::System::LinkObject
- Kernel::System::Log
- Kernel::System::PID
- Kernel::System::Queue
- Kernel::System::AuthSession
- Kernel::System::Ticket

GenericInterface → Operation → ModuleRegistration

GenericInterface::Operation::Module###FAQ::LanguageList

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: FAQ
Name: LanguageList

GenericInterface::Operation::Module###FAQ::PublicCategoryList

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: FAQ
Name: PublicCategoryList

GenericInterface::Operation::Module###FAQ::PublicFAQGet

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: FAQ
Name: PublicFAQGet

GenericInterface::Operation::Module###FAQ::PublicFAQSearch

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: FAQ
Name: PublicFAQSearch

GenericInterface::Operation::Module###Generic::RPC

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationRPC
Controller: Generic
Name: RPC

GenericInterface::Operation::Module###Session::SessionCreate

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Session
Name: SessionCreate

GenericInterface::Operation::Module###Session::SessionGet

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Session
Name: SessionGet

GenericInterface::Operation::Module###Test::Test

GenericInterface module registration for the operation layer.

This setting is not active by default.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Test
Name: Test

GenericInterface::Operation::Module###Ticket::TicketCreate

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Ticket
Name: TicketCreate

GenericInterface::Operation::Module###Ticket::TicketGet

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Ticket
Name: TicketGet

GenericInterface::Operation::Module###Ticket::TicketHistoryGet

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Ticket
Name: TicketHistoryGet

GenericInterface::Operation::Module###Ticket::TicketSearch

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Ticket
Name: TicketGet

GenericInterface::Operation::Module###Ticket::TicketUpdate

GenericInterface module registration for the operation layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceOperationDefault
Controller: Ticket
Name: TicketUpdate

GenericInterface → Operation → TicketCreate

GenericInterface::Operation::TicketCreate###AutoResponseType

Defines the default auto response type of the article for this operation.

This setting can not be deactivated.

Default value:

auto reply

GenericInterface::Operation::TicketCreate###HistoryComment

Defines the history comment for this operation, which gets used for ticket history in the agent interface.

This setting can not be deactivated.

Default value:

%%GenericInterface Create

GenericInterface::Operation::TicketCreate###HistoryType

Defines the history type for this operation, which gets used for ticket history in the agent interface.

This setting can not be deactivated.

Default value:

NewTicket

GenericInterface::Operation::TicketCreate###IsVisibleForCustomer

Defines the default visibility of the article to customer for this operation.

This setting can not be deactivated.

Default value:

1

GenericInterface → Operation → TicketSearch

GenericInterface::Operation::TicketSearch###Order::Default

Defines the default ticket order in the ticket search result of the this operation. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value:

Down

GenericInterface::Operation::TicketSearch###SearchLimit

Maximum number of tickets to be displayed in the result of this operation.

This setting can not be deactivated.

Default value:

500

GenericInterface::Operation::TicketSearch###SortBy::Default

Defines the default ticket attribute for ticket sorting of the ticket search result of this operation.

This setting can not be deactivated.

Default value:

Age

GenericInterface → Operation → TicketUpdate

GenericInterface::Operation::TicketUpdate###AutoResponseType

Defines the default auto response type of the article for this operation.

This setting can not be deactivated.

Default value:

auto follow up

GenericInterface::Operation::TicketUpdate###HistoryComment

Defines the history comment for this operation, which gets used for ticket history in the agent interface.

This setting can not be deactivated.

Default value:

%%GenericInterface Note

GenericInterface::Operation::TicketUpdate###HistoryType

Defines the history type for this operation, which gets used for ticket history in the agent interface.

This setting can not be deactivated.

Default value:

AddNote

GenericInterface::Operation::TicketUpdate###IsVisibleForCustomer

Defines the default visibility of the article to customer for this operation.

This setting can not be deactivated.

Default value:

1

GenericInterface → Transport → ModuleRegistration

GenericInterface::Transport::Module###HTTP::REST

GenericInterface module registration for the transport layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceTransportHTTPREST
Name: REST
Protocol: HTTP

GenericInterface::Transport::Module###HTTP::SOAP

GenericInterface module registration for the transport layer.

Default value:

---
ConfigDialog: AdminGenericInterfaceTransportHTTPSOAP
Name: SOAP
Protocol: HTTP

GenericInterface::Transport::Module###HTTP::Test

GenericInterface module registration for the transport layer.

This setting is not active by default.

Default value:

---
ConfigDialog: AdminGenericInterfaceTransportHTTPTest
Name: Test
Protocol: HTTP

WebApp

WebApp::DefaultRedirect

Defines the default redirect. Use ‘/external’ for the external or ‘/otrs/index.pl’ for the agent interface, or an absolute URL if you want to redirect to an external site.

This setting can not be deactivated.

Default value:

/external

WebApp::SSO::RemoteUserSecret

Shared secret for SSO. Reverse proxies must pass a REMOTE_USER and a REMOTE_USER_SECRET header with the value of this setting, only then REMOTE_USER will be accepted and usable for HTTPBasicAuth.

This setting is not active by default.

Default value:

`WebApp::Server::AdditionalOrigins`

Defines additional origins for production web server content security policy headers. You can specify new entries for any supported rule, please use the name of the rule as the key.

This setting can not be deactivated.

Default value:

---
connect-src:
- ''
font-src:
- ''
frame-src:
- ''
img-src:
- ''
script-src:
- ''
style-src:
- ''

WebApp::Server::AutomaticReloadFile

Defines the path to a file that should signal the need to reload the web server. It will only work correctly with the default value; change this only if you intend to use this file for other purposes (like triggering a cluster-wide web server reload - in this case you have to handle the actual reloads on your own).

This setting can not be deactivated.

Default value:

<OTRS_CONFIG_Home>/var/run/otrs.WebServer.pid.needs-reload

WebApp::Server::TriggerAutomaticReloads

If active, certain operations like package changes and external interface setting changes will trigger a hot reload of the production web server on the current node. This can be turned off if you plan to restart the web server manually or if another mechanism is used to perform the needed restarts.

This setting can not be deactivated.

Default value:

1

WebApp → API → Customer

WebApp::API::Customer::DefaultAgentName

Defines the default agent name in the ticket zoom view of the external interface.

This setting can not be deactivated.

Default value:

Support Agent

WebApp::API::Customer::DisplayNoteFrom

Defines the displayed style of the From field in notes that are visible for customers. A default agent name can be defined in WebApp::API::Customer::DefaultAgentName setting.

This setting can not be deactivated.

Default value:

FromField

WebApp → API → Customer → Account

WebApp::API::Customer::Account::EmailBlacklist

If active, none of the regular expressions may match the user’s email address to allow registration.

This setting is not active by default.

Default value:

---
- \@your\.domain\.example$

WebApp::API::Customer::Account::EmailWhitelist

If active, one of the regular expressions has to match the user’s email address to allow registration.

This setting is not active by default.

Default value:

---
- \@your\.domain\.example$

WebApp::API::Customer::Account::Recover

Enables customers to recover their own accounts via the external interface.

This setting can not be deactivated.

Default value:

1

WebApp::API::Customer::Account::RecoverBody

Defines the body for an email with password recovery instructions for customer users, containing a link to request a new password.

This setting can not be deactivated.

Default value:

Hi <OTRS_USERFIRSTNAME>,

You or someone impersonating you has requested to change your OTRS password.

If you want to do this, click on this link. You will receive another email containing the password.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN><OTRS_CONFIG_Frontend::PrefixPath>/external/account/reset/<OTRS_TOKEN>

If you did not request a new password, please ignore this email.

WebApp::API::Customer::Account::RecoverSubject

Defines the subject for an email with password recovery instructions for customer users.

This setting can not be deactivated.

Default value:

New OTRS password request

WebApp::API::Customer::Account::Register

Enables customers to create their own accounts via the external interface.

This setting can not be deactivated.

Default value:

1

WebApp::API::Customer::Account::RegisterBody

Defines the body text for notification mails sent to customers, about new account.

This setting can not be deactivated.

Default value:

Hi <OTRS_USERFIRSTNAME>,

You or someone impersonating you has created a new OTRS account for you.

Full name: <OTRS_USERFIRSTNAME> <OTRS_USERLASTNAME>
User name: <OTRS_USERLOGIN>
Password: <OTRS_USERPASSWORD>

You can log in via the following URL. We encourage you to change your password in the user preferences after logging in.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN><OTRS_CONFIG_Frontend::PrefixPath>/external

WebApp::API::Customer::Account::RegisterSubject

Defines the subject for notification mails sent to customers, about new account.

This setting can not be deactivated.

Default value:

New OTRS Account!

WebApp::API::Customer::Account::ResetBody

Defines the body for an email with new password for customer users.

This setting can not be deactivated.

Default value:

Hi <OTRS_USERFIRSTNAME>,

Your new password is: <OTRS_NEWPW>

You can log in via the following URL. We encourage you to change your password in the user preferences after logging in.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN><OTRS_CONFIG_Frontend::PrefixPath>/external

WebApp::API::Customer::Account::ResetSubject

Defines the subject for an email with new password for customer users.

This setting can not be deactivated.

Default value:

New OTRS password

WebApp → APIClient

WebApp::APIClient###CloseTimeout

Defines timeout in milliseconds for the closing of a WebSocket connection in the frontend applications. Value of ‘0’ will disable the timeout. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

0

WebApp::APIClient###MaxReconnectionAttempts

Defines maximum number of attempts before giving up trying to re-establish a WebSocket connection in the frontend applications. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

10

WebApp::APIClient###MaxReconnectionDelay

Defines maximum delay in milliseconds when trying to re-establish a WebSocket connection in the frontend applications. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

10000

WebApp::APIClient###OpenTimeout

Defines timeout in milliseconds for the opening of a WebSocket connection in the frontend applications. Value of ‘0’ will disable the timeout. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

0

WebApp::APIClient###ReconnectionDelayIncrement

Defines increment delay in milliseconds with every reconnection attempt of a WebSocket connection in the frontend applications. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

1000

WebApp::APIClient###ResponseTimeout

Defines timeout in milliseconds for the responses of WebSocket requests in the frontend applications. Value of ‘0’ will disable the timeout. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

30000

WebApp::APIClient###WebSocketUpgrade

Defines if the primary API client communication protocol should be upgraded to WebSocket, where possible. Please note that changes to this setting require a restart of the web server (bin/otrs.WebServer.pl –deploy-assets).

This setting can not be deactivated.

Default value:

1

Index