OTRS Admin Manual
広告
広告
Documentation
OTRS 3.2 - Admin Manual
Build Date:
2012-08-07
OTRS 3.2 - Admin Manual
Copyright © 2003-2012 OTRS AG
René Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer,
Carlos Javier García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva María
Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, Carlos Fernando Rodríguez, Stefan Rother, Burchard
Steinbild, Michael Thiessmeier, Daniel Zamorano.
This work is copyrighted by OTRS AG.
You may copy it in whole or in part as long as the copies retain this copyright statement.
The source code of this document can be found at github , in the repository doc-admin .
UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds.
MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows 2003, Windows
Vista and Windows 7 are registered trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft, SA. Debian is a registered trademark of Software in the Public Interest, Inc.
MySQL and the MySQL Logo are registered trademarks of Oracle Corporation and/or its affiliates.
All trade names are used without the guarantee for their free use and are possibly registered trade marks.
OTRS AG essentially follows the notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respective manufacturer.
Table of Contents
1.1. What is a trouble ticket system, and why do you need one? ........................ 1
2.3. Hardware and software requirements ........................................................ 11
1.1. Installing the RPM on a SUSE Linux server ................................................. 14
1.2. Installing OTRS on a Red Hat Enterprise Linux or CentOS system .............. 16
1.5. Installing OTRS on Microsoft Windows systems .......................................... 20
3. The simple way - Using the web installer (works only with MySQL) ...................... 28
1.5. Salutations, signatures, attachments and responses .................................. 58
iii
1.15. Executing automated jobs with the GenericAgent .................................... 77
2.2. Configuring the system through the web interface .................................... 84
5.3. Backends to authenticate Agents and Customers .................................... 104
5.4. Customizing the customer self-registration .............................................. 108
6.3. Ticket Responsibility & Ticket Watching ................................................... 114
7.1. Setting up business hours, holidays and time zones ................................ 116
9.1. Handling of the module by the agent ...................................................... 118
9.2. Administration of the stats module by the OTRS administrator ................ 128
9.3. Administration of the stats module by the system administrator ............. 128
11.2. Generic Interface Communication Flow .................................................. 153
11.5. Web Service Command Line Interface .................................................... 173
12.2. Scheduler Command Line Interface ....................................................... 195
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3.1. Pre-established database connections ...................................................... 253
3.3. Reload Perl modules when updated on disk ............................................. 253
1.1. DynamicFields::Backend::Registration ...................................................... 258
1.2. DynamicFields::ObjectType::Registration .................................................. 259
1.3. Frontend::Admin::ModuleRegistration ....................................................... 260
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2.32. Frontend::Admin::AdminCustomerUser ................................................... 335
2.33. Frontend::Admin::ModuleRegistration ..................................................... 335
2.37. Frontend::Agent::ModuleMetaHead ......................................................... 354
2.39. Frontend::Agent::ModuleRegistration ...................................................... 356
2.46. Frontend::Customer::ModuleMetaHead ................................................... 382
2.48. Frontend::Customer::ModuleRegistration ................................................ 383
3.2. Frontend::Admin::ModuleRegistration ....................................................... 388
3.4. GenericInterface::Invoker::ModuleRegistration ......................................... 392
3.5. GenericInterface::Mapping::ModuleRegistration ....................................... 393
3.6. GenericInterface::Operation::ModuleRegistration ..................................... 393
3.7. GenericInterface::Operation::TicketCreate ................................................ 395
3.8. GenericInterface::Operation::TicketUpdate ............................................... 396
3.9. GenericInterface::Transport::ModuleRegistration ...................................... 397
4.3. Frontend::Admin::ModuleRegistration ....................................................... 401
4.8. Frontend::Customer::ModuleRegistration .................................................. 406
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5.4. Frontend::Admin::ModuleRegistration ....................................................... 408
6.11. Frontend::Admin::ModuleRegistration ..................................................... 442
6.13. Frontend::Agent::CustomerSearch .......................................................... 456
6.15. Frontend::Agent::ModuleMetaHead ......................................................... 463
6.17. Frontend::Agent::ModuleRegistration ...................................................... 463
6.20. Frontend::Agent::Ticket::ArticleAttachmentModule ................................. 481
6.21. Frontend::Agent::Ticket::ArticleComposeModule ..................................... 481
6.22. Frontend::Agent::Ticket::ArticleViewModule ............................................ 482
6.23. Frontend::Agent::Ticket::ArticleViewModulePre ....................................... 482
6.24. Frontend::Agent::Ticket::MenuModule ..................................................... 483
6.25. Frontend::Agent::Ticket::MenuModulePre ................................................ 489
6.26. Frontend::Agent::Ticket::ViewBounce ...................................................... 492
6.29. Frontend::Agent::Ticket::ViewCompose ................................................... 502
6.30. Frontend::Agent::Ticket::ViewCustomer .................................................. 505
6.31. Frontend::Agent::Ticket::ViewEmailNew .................................................. 505
6.32. Frontend::Agent::Ticket::ViewEscalation ................................................. 508
6.33. Frontend::Agent::Ticket::ViewForward ..................................................... 509
6.34. Frontend::Agent::Ticket::ViewFreeText .................................................... 512
6.36. Frontend::Agent::Ticket::ViewMailbox ..................................................... 518
6.40. Frontend::Agent::Ticket::ViewOwner ....................................................... 529
6.41. Frontend::Agent::Ticket::ViewPending ..................................................... 535
6.42. Frontend::Agent::Ticket::ViewPhoneInbound ........................................... 542
6.43. Frontend::Agent::Ticket::ViewPhoneNew ................................................. 545
6.44. Frontend::Agent::Ticket::ViewPhoneOutbound ........................................ 548
6.47. Frontend::Agent::Ticket::ViewQueue ....................................................... 558
6.48. Frontend::Agent::Ticket::ViewResponsible ............................................... 560
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6.51. Frontend::Agent::Ticket::ViewZoom ........................................................ 576
6.55. Frontend::Customer::ModuleMetaHead ................................................... 588
6.56. Frontend::Customer::ModuleRegistration ................................................ 588
6.58. Frontend::Customer::Ticket::ViewNew ..................................................... 591
6.59. Frontend::Customer::Ticket::ViewPrint .................................................... 596
6.60. Frontend::Customer::Ticket::ViewSearch ................................................. 596
6.61. Frontend::Customer::Ticket::ViewZoom .................................................. 598
6.62. Frontend::Customer::TicketOverview ...................................................... 602
7. AGGREGATION WITH INDEPENDENT WORKS ....................................................... 611
viii
List of Tables
ix
List of Examples
4.3. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match ............ 89
4.4. Example job for the filter module Kernel::System::PostMaster::Filter::CMD ................ 90
4.31. Example To Register The OTRS Scheduler Into the Widows SCM ........................... 197
5.1. ACL allowing movement into a queue of only those tickets with ticket priority 5. .... 199
5.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button.
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Preface
This book is intended for use by OTRS administrators. It also serves as a good reference for
OTRS newbies.
The following chapters describe the installation, configuration, and administration of the
OTRS software. The first third of the text describes key functionality of the software, while the remainder serves as a reference to the full set of configurable parameters.
This book continues to be a work in progress, given a moving target on new releases. We need your feedback in order to make this a high quality reference document: one that is usable, accurate, and complete. Please write to us if you find content missing in this book, if things are not explained sufficiently, or even if you see spelling mistakes, grammatical errors, or typos. Any kind of feedback is highly appreciated and should be made via our bug tracking system on
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
. Thanks in advance for your contributions!
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Chapter 1. Introduction
1. Trouble Ticket Systems - The Basics
This chapter offers a brief introduction to trouble ticket systems, along with an explanation of the core concept of a trouble ticket. A quick example illustrates the advantages of using such a system.
1.1. What is a trouble ticket system, and why do you need one?
The following example describes what a trouble ticket system is, and how you might benefit from using such a system at your company.
Let's imagine that Max is a manufacturer of video recorders. Max receives many messages from customers needing help with the devices. Some days, he is unable to respond promptly or even acknowledge the messages. Some customers get impatient and write a second message with the same question. All messages containing support requests are stored in a single inbox folder. The requests are not sorted, and Max responds to the messages using a regular email program.
Since Max cannot reply fast enough to all the messages, he is assisted by the developers Joe and John in this. Joe and John use the same mail system, accessing the same inbox. They don't realize that Max often gets two identical requests from one frustrated customer. Sometimes they both end up responding separately to the same request, with the customer receiving two different answers. Furthermore, Max is unaware of the details of their responses. He is also unaware of the details of the customer problems and their resolutions, such as which problems occur with high frequency, or how much time and money he has to spend on customer support.
At a meeting, a colleague tells Max about trouble ticket systems and how they can solve
Max's problems with customer support. After looking for information on the Internet, Max decides to install OTRS on a computer that is accessible from the web by both his customers and his employees. Now, the customer requests are no longer sent to Max's private inbox but to the mail account that is used for OTRS. The ticket system is connected to this mailbox and saves all requests in its database. For every new request, the system automatically generates an answer and sends it to the customer so that the customer knows that his request has arrived and will be answered soon. OTRS generates an explicit reference, the ticket number, for every single request. Customers are now happy because their requests are acknowledged and it is not necessary to send a second message with the same question. Max, John, and
Joe can now log into OTRS with a simple web browser and answer the requests. Since the system locks a ticket that is answered, no message is edited twice.
Let's imagine that Mr. Smith makes a request to Max's company, and his message is processed by OTRS. John gives a brief reply to his question. But Mr. Smith has a follow-up question, which he posts via a reply to John's mail. Since John is busy, Max now answers
Mr. Smith's message. The history function of OTRS allows Max to see the full sequence of communications on this request, and he responds with a more detailed reply. Mr. Smith does not know that multiple service representatives were involved in resolving his request, and he is happy with the details that arrived in Max's last reply.
Of course, this is only a short preview of the possibilities and features of trouble ticket systems. But if your company has to attend to a high volume of customer requests through emails and phone calls, and if different service representatives need to respond at different times, a ticket system can be of great assistance. It can help streamline work flow processes, add efficiencies, and improve your overall productivity. A ticket system helps you to flexibly structure your Support or Help Desk environment. Communications between customers and
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service staff become more transparent. The net result is an increase in service effectiveness.
And no doubt, satisfied customers will translate into better financial results for your company.
1.2. What is a trouble ticket?
A trouble ticket is similar to a medical report created for a hospital patient. When a patient first visits the hospital, a medical report is created to hold all necessary personal and medical information on him. Over multiple visits, as he is attended to by the same or additional doctors, the attending doctor updates the report by adding new information on the patient's health and the ongoing treatment. This allows any other doctors or the nursing staff to get a complete picture on the case at hand. When the patient recovers and leaves the hospital, all information from the medical report is archived and the report is closed.
Trouble ticket systems such as OTRS handle trouble tickets like normal email. The messages are saved in the system. When a customer sends a request, a new ticket is generated by the system which is comparable to a new medical report being created. The response to this new ticket is comparable to a doctor's entry in the medical report. A ticket is closed if an answer is sent back to the customer, or if the ticket is separately closed by the system.
If a customer responds again on an already closed ticket, the ticket is reopened with the new information added. Every ticket is stored and archived with complete information. Since tickets are handled like normal emails, attachments and contextual annotations will also be stored with each email. In addition, information on relevant dates, employees involved, working time needed for ticket resolution, etc. are also saved. At any later stage, tickets can be sorted, and it is possible to search through and analyze all information using different filtering mechanisms.
2. OTRS Help Desk
This chapter describes the features of OTRS Help Desk (OTRS). You will find information about the hardware and software requirements for OTRS. Additionally, in this chapter you will learn how to get commercial support for OTRS, should you require it, and how to contact the community.
2.1. Basics
OTRS Help Desk (OTRS) is a web application that is installed on a web server and can be used with a web browser.
OTRS is separated into several components. The basic component is the OTRS framework which contains all central functions for the application and the ticket system. Through the web interface of the OTRS framework, it is possible to install additional applications such as
ITSM modules, integrations with Network Monitoring solutions, a knowledge base (FAQ), et cetera.
2.2. Features
OTRS has many features. The following list gives an overview of the features included in the central framework.
The features of OTRS
• Web interface:
• Easy and initial handling with any modern web browser, even with mobile phones or other mobile computers.
• A web interface to administer the system via the web is available.
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• A web interface to handle customer requests by employees/agents via the web is integrated.
• A web interface for customers is available to write new tickets, check the state and answer existing tickets and search through their own tickets.
• The web interface can be customized with different themes; own themes can be integrated.
• Support for many languages.
• The appearance of output templates can be customized (dtl).
• Mails from and into the system can contain multiple attachments.
• Mail interface:
• Support for mail attachments (MIME support).
• Automatic conversion of HTML into plain text messages (increased security for sensitive content and enables faster searching).
• Mail can be filtered with the X-OTRS headers of the system or via mail addresses, e.g.
for spam messages.
• PGP support, creation and import of own keys, signing and encrypting outgoing mail, signed and encrypted messages can be displayed.
• Support for viewing and encrypting S/MIME messages, handling of S/MIME certificates.
• Auto answers for customers, configurable for every queue.
• Email notifications for agents about new tickets, follow-ups or unlocked tickets.
• Follow-ups by references or In-Reply-To header entries.
• Tickets:
• Expanded queue view, fast overview of new requests in a queue.
• Tickets can be locked.
• Creation of own auto response templates.
• Creation of own auto responders, configurable for every queue.
• Ticket history, overview of all events for a ticket (changes of ticket states, replies, notes, etc.).
• Print view for tickets.
• Adding own (internal or external) notes to a ticket (text and attachments).
• Ticket zooming.
• Access control lists for tickets can be defined.
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• Forwarding or bouncing tickets to other mail addresses.
• Transferring tickets between queues.
• Setting or changing the priority of a ticket.
• The working time for every ticket can be counted.
• Up-coming tasks for a ticket can be defined (pending features).
• Bulk actions on tickets are possible.
• Automatic and timed actions on tickets are possible with the "GenericAgent".
• Full text search on all tickets is possible.
• System:
• OTRS runs on many operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS
10.x, Microsoft Windows).
• ASP support (active service providing).
• Linking several objects is possible, e.g. tickets and FAQ entries.
• Integration of external back-ends for the customer data, e.g. via AD, eDirectory or
OpenLDAP.
• Setting up an own ticket identifier, e.g. Call#, Ticket# or Request#.
• The integration of your own ticket counter is possible.
• Support of several database systems for the central OTRS back-end, e.g. MySQL,
PostgreSQL, Oracle, MSSQL).
• Framework to create stats.
• utf-8 support for the front- and back-end.
• Authentication for customers via database, LDAP, HTTPAuth or Radius.
• Support of user accounts, user groups, and roles.
• Support of different access levels for several systems components or queues.
• Integration of standard answer texts.
• Support of sub queues.
• Different salutations and signatures can be defined for every queue.
• Email notifications for admins.
• Information on updates via mail or the web interface.
• Escalation for tickets.
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• Support for different time zones.
• Simple integration of own add-ons or applications with the OTRS API.
• Simple creation of own front-ends, e.g. for X11, console.
2.2.1. New features of OTRS 3.2
2.2.1.1. More customer focused
• The new "Customer Information Center" provides a great dashboard-like view on a customer (company). You can see
• Escalated, reminder, new, and open tickets of the customer company.
• Customer users (contacts) belonging to this customer company, with their individual ticket count and shortcuts for creating new tickets for them.
• An overall ticket status view of the customer company.
• New "switch to customer" feature makes it possible for an agent with the required permissions to look into the customers's panel with their rights.
2.2.1.2. More customizable
2.2.1.2.1. Process Management
• The new process management makes it possible to represent processes within OTRS.
2.2.1.2.2. Customer Interface Improvements
• The customer web interface now fully supports AJAX and ACLs.
• It now requires JavaScript and is not compatible with Internet Explorer 6 or earlier versions.
• In the Customer Interface, you can now set the default ticket type for new tickets.
Additionally, you can now also hide the ticket type and use a default value for all tickets created via the customer interface.
2.2.1.2.3. Agent Interface Improvements
• Agents can now search for tickets based on escalation time.
• New option to show DynamicFields by default in ticket search.
• Screen usage optimizations in the ticket screens to avoid scrolling in popup windows. For each ticket screen, the size of the richtext editor can now be configured separately.
• It is now possible to move tickets to another queue from within the TicketAction dialogs
(TicketNote, TicketClose etc.) after activating a configuration option. This is turned off by default.
• Ticket search will now directly jump to the ticket zoom screen if only one ticket is found.
• New ability to hide the Article Type from TicketActionCommon-based screens which can be helpful to fit more data in the browser window.
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• There is a new out-of-office dashboard widget that lists all currently unavailable agent colleagues.
• New CKEditor 4 makes working with rich text content (such as HTML emails) easier and more stable.
2.2.1.2.4. Administration improvements
• Event Based notifications can now be sent out only for specific Article Sender Types.
• The Statistics engine in OTRS now understands 'Weeks' in addition to days, months and years. This grants the ability to, for instance, create a report for tickets 'created last week', or generate a report that shows tickets created per queue per week.
• It is possible to place customized DTL (template) files in Custom/Kernel/Output/HTML, so that they override the system's default DTL files just as how this already works for Perl files.
• In AdminSMIME it is now possible to display human readable certificate contents.
• SysConfig now supports config setting types Date and DateTime.
2.2.1.3. Better scalability
2.2.1.3.1. Ticket Archiving Improved
• When tickets are archived, the information which agent read the ticket and articles can be removed, as well as the ticket subscriptions of agents. This is active by default and helps reduce the amount of data in the database on large systems with many tickets and agents.
• There is also a new script to remove this data from existing archived tickets.
• Archived tickets are now always shown as 'read' by the agent.
2.2.1.3.2. Performance Improvements
• Session management is up to 10 times faster, especially with many active users.
• It is now possible to limit the number of concurrent agents and/or users to avoid server capacity overload.
• Significant reduction in the number of executed database statements in ticket overviews and ticket masks in agent and customer frontend.
• This will reduce the load on database servers, especially on large systems. In some cases
OTRS will become visibly more responsive (if the system was slowed down by the DB load or latency).
• Improved performance of LDAP user synchronization.
• Improved cache performance with many cache files.
2.2.1.4. More Interoperable
2.2.1.4.1. FAQ Connector for the GenericInterface
• It is now possible to access the data of the FAQ module (OTRS knowledge database) via web service (GenericInterface). This can be useful to embed FAQ articles on your company website, for example.
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2.2.2. New features of OTRS 3.1
2.2.2.1. GENERIC INTERFACE - A Web Service Framework
• GI is a flexible framework to allow web service interconnections of OTRS with third party applications.
• OTRS can act in both ways - as a provider (server, requested from remote) or requester
(client, requesting remotely).
• Simple web service connections can be created without programming by configuring the
Generic Interface.
• Complex scenarios can be realized by plugging in custom OTRS extensions that add perl code to the GI infrastructure on different architectural layers.
• ✃✃✃✃✃✃✃✃✃✃ expose parts of OTRS to Generic Interface web services.For example, a ticket connector exposes the ticket create/update function, so that they can be used in a web service regardless which network transport is used.
• A scheduler daemon process supports asynchronous event handling. This is useful to asynchronously start web service requests from OTRS to another system, after the agent''s request has been answered (e.g. when a ticket has been created). Otherwise, it might block the response, resulting in increased response times for the agent.
With the Generic Interface, new web services can be configured easily by using existing OTRS modules, without additional code. They can be combined to create a new web service. When configuring a new web service connection, the administrator has to add:
• A new web service in the admin GUI
• The basic meta data (Transport type (SOAP), URL etc.) and
• Existing operations (part of a connector) and specify for each operation how the data must be mapped (inbound and outbound)
A Generic Interface Debugger will help the OTRS administrator to check how requests are coming in and how they are handled through the different layers.
2.2.2.1.1. Current Features
• Network transports: SOAP/HTTP. Others like REST and JSON are scheduled to be added in the future depending on customers demand.
• Configurable data mapping Graphical User Interface for key/value transformations with respect to incoming and outgoing data.
• Graphical debugger to check the configuration and flow of information of configured web services.
• A ticket connector allowing the use of OTRS as a web service for ticket handling.
2.2.2.1.2. Future Features
• Additional network transports (REST, JSON).
• The GI will replace the iPhoneHandle as the backend for mobile apps.
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• Additional connectors will be added to provide more parts of OTRS for use with web services
(e.g. to allow the creation, update, or deletion of agents, users, services or CIs).
2.2.2.2. DYNAMIC FIELDS
The DynamicFields Feature replaces the existing ticket and article FreeText and FreeTime fields with a dynamic structure that will also allow to create custom forms in OTRS.
• An unlimited amount of fields can be configured using an own graphical user interface for administration.
• The fields can have different types that can be used for both, tickets and articles. Available by default are:
• Text
• Multiline text
• Checkbox
• Dropdown
• Multi-select
• Date
• Date and time
• New custom field types (e.g. custom field type dropdown with an external data source) can be added with small effort as the fields are created in a modular, pluggable way.
• A future scenario is, that DynamicFields can be used for objects other than tickets or in custom modules. For example, a custom module adding objects to handle "orders" in OTRS could use the DynamicFields to attach properties/data to these orders.
• A database update script will transform historic FreeText fields and related configuration settings into the new structure.
2.2.2.3. TICKET MANAGEMENT IMPROVEMENTS
2.2.2.3.1. Ticket creation improved
• Multiple email addresses can now be specified as 'To:', 'CC:' or 'BCC:' when creating a new phone or email ticket.
2.2.2.3.2. Inbound phone call support
• Inbound phone calls can now be registered within an existing tickets (until now, only outbound calls were registered).
2.2.2.3.3. Ticket overview preview improved
• It is now possible to exclude articles of certain sender types (e.g. articles from internal agents) in the SysConfig from being displayed in the overview preview mode.
• A certain article type can be configured which will display articles of that type as expanded by default when the view is accessed.
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2.2.2.3.4. Ticket move improved
• The screen shown after moving a ticket is now configurable. Options are the ticket zoom view (LastScreenView) or the ticket list (LastScreenOverview).
2.2.2.3.5. Bulk action improved
• With the new bulk action, outbound emails can now be sent from multiple tickets at the same time. As tickets can have different queues, and these queues each can have different templates, salutations and signatures, these are not used in the Bulk Action email.
• An additional bulk action allows configuring the ticket type for selected tickets.
2.2.2.3.6. Configurable Reject Sender Email Address
• The feature allows configuring an email address instead of the administrator address to reject the creation of new tickets by email. This feature can be used in all cases where customers are not allowed to create new tickets by email.
2.2.2.4. PROCESS AUTOMATION
2.2.2.4.1. Escalation events added
• OTRS will now create events for each of the available escalation types (response, update and resolution). This allows performing actions (such as notifications) before the escalation occurs, in the moment it occurs, and in the moment that the escalation ends.
2.2.2.4.2. Notification mechanism improved
• A new generic agent notification module allows the OTRS administrator to define messages that will be shown in the agent web front-end when agents log into the system.
2.2.2.4.3. Time calculation improved
• All kinds of times will now be calculated by and based on the application server only solving the issues that were caused by variances between the clock times of application and data base servers.
2.2.2.4.4. GenericAgent improved
• The GenericAgent can now filter for tickets change time.
• In addition, the GenericAgent can set the ticket responsible for matched tickets.
2.2.2.5. USER INTERFACE, RICH TEXT EDITOR, CHARSET
2.2.2.5.1. User interface performance improved
• The speed for rendering and article display was improved, thanks to Stelios Gikas
2.2.2.5.2. Rich Text Editor Update
• IOS5 support added.
• Block quotes can be left with the enter key.
• Update from CKEditor 3.4 to CKEditor 3.6, so improvements refer to the releases of CKEditor
3.5
and CKEditor 3.6
.
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• IE9 support improved.
• Resizable dialogs.
2.2.2.5.3. Unicode Support - Non-UTF-8 Internal Encodings Dropped
• UTF-8 is now the only allowed internal charset of OTRS.
• All language files are now formatted in UTF-8, which simplifies their handling and future improvements of the translation mechanism.
2.2.2.6. DATABASE DRIVER SUPPORT
2.2.2.6.1. PostgreSQL DRIVER compatibility improved
• PostgreSQL 9.1 support added.
• A new legacy driver is now available for PostgreSQL 8.1 or earlier versions.
2.2.2.6.2. MS SQL DRIVER compatibility improved
• The MS SQL driver now stores binary data in VARBINARY rather than deprecated type TEXT as well as NVARCHAR to store text strings rather than VARCHAR (for improved Unicode support).
2.2.2.7. MAIL INTEGRATION
2.2.2.7.1. Mail handling improved
• When connecting to IMAP mail accounts, it is now possible to handle emails from a specific email folder, aside from the INBOX folder.
• OTRS can now connect to IMAP servers using Transport Layer Security (TLS), which is useful for modern restricted environments.
2.2.3. Top new features of OTRS 3.0
Context
• User Centered redesign of the Graphical User Interface which results in a dramatic shift from a comprehensive but static to a more powerful and dynamic application using stateof-the art technologies like Ajax, xHTML and optimized CSS.
New Ticket and Article Indicator
• This new feature has been implemented on both ticket and article level. At a glance, an agent is now able to check for any updates within a ticket or on the article level to check for new and unread articles. You benefit from increased transparency and decreased response times.
Optimized Fulltext Search
• The new search feature allows you to flexibly customize the way you browse the information base. Options provided by the new search feature range from single search-string searches to complex multi-string boolean search operations including various operators. You benefit from fully customizable searches adjusted according to your needs.
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New Ticket Zoom View
• The redesign based on Ajax technology allows agents to display complex and linked information structures in real-time while keeping the agents' current working environment.
The agent will benefit from increased orientation and increased workflow efficiency.
Global Ticket Overviews
• Well known from OTRS 2.4, the global ticket overviews have been optimized to achieve increased inter- activity. Depending on the use case and preferences of your agents, they can easily change the ticket overviews layout according to their specific needs. Options are small, medium, and large, with each providing a different degree of information details.
Accessibility
• The redesign includes common accessibility standards WCAG and WAI-ARIA which also allows disabled users to better interact with OTRS Help Desk. The US Rehabilitation Acts
Section 508 has been fulfilled.
New Customer Interface
• The customer web front-end can be integrated to your organization's intranet and is fully integrated into the redesigned help desk system.
Archive Feature
• OTRS 3.0 now offers a new archiving feature. With a separated archive, you'll benefit from a reduced time spent for searches and increased display of results.
2.3. Hardware and software requirements
OTRS can be installed on many different operating systems. OTRS can run on linux and on other unix derivates (e.g. OpenBSD or FreeBSD). You can also run it on Microsoft Windows.
OTRS does not have excessive hardware requirements. We recommend using a machine with at least a 2 GHz Xeon or comparable CPU, 2 GB RAM, and a 160 GB hard drive for a small setup.
To run OTRS, you'll also need to use a web server and a database server. Apart from that, you should install perl and/or install some additional perl modules on the OTRS machine. The web server and Perl must be installed on the same machine as OTRS. The database backend may be installed locally or on another host.
For the web server, we recommend using the Apache HTTP Server, because its module mod_perl greatly improves the performance of OTRS. Apart from that, OTRS should run on any web server that can execute Perl scripts.
You can deploy OTRS on different databases. You can choose between MySQL, PostgreSQL,
Oracle, or Microsoft SQL Server. If you use MySQL you have the advantage that the database and some system settings can be configured during the installation, through a web front-end.
For Perl, we recommend using at least version 5.8.8. You will need some additional modules which can be installed either with the Perl shell and CPAN, or via the package manager of your operating system (rpm, yast, apt-get).
Software requirements
11
2.3.1. Perl support
• Perl 5.8.8 or higher
2.3.2. Web server support
• Apache2 + mod_perl2 or higher (recommended, mod_perl is really fast!)
• Webserver with CGI support (CGI is not recommended)
• Microsoft Internet Information Server (IIS) 6 or higher
2.3.3. Database support
• MySQL 5.0 or higher
• PostgreSQL 7.0 or higher (8.2 or higher recommended)
• Oracle 10g or higher
• Microsoft SQL Server 2005 or higher
The section in the manual about installation of Perl modules describes in more detail how
you can set up those which are needed for OTRS.
If you install a binary package of OTRS, which was built for your operating system (rpm,
Windows-Installer), either the package contains all Perl modules needed or the package manager of your system should take care of the dependencies of the Perl modules needed.
2.3.4. Web browser support
To use OTRS, you'll be OK if you use a modern browser with JavaScript support enabled. We support the following browsers:
• Internet Explorer 8.0 or higher (agent interface)
Internet Explorer 7.0 or higher (customer interface)
• Mozilla Firefox 3.6 or higher
• Google Chrome
• Opera 10 or higher
• Safari 4 or higher
We recommend always using the latest version of your browser, because it has the best
JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.
2.4. Community
OTRS has a large user community. Users and developers discuss OTRS and exchange
information on related issues through the mailing-lists. You can use the mailing lists to discuss
installation, configuration, usage, localization and development of OTRS. You can report
software bugs in our bug tracking system.
The homepage of the OTRS community is:
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.
12
2.5. Professional Services for OTRS
Whether you need help in configuring or customizing OTRS or you want to be on the safe side, don't hesitate to contact us: We offer a wide range of professional services such as world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.
Our Service Contracts guarantee instant help and professional support as well as support assessment and last but not least free access to OTRS Feature Add-ons - useful additional features for your OTRS.
The OTRS Group offers specific training programs in different countries. You can either participate in one of our public OTRS Administrator trainings which take place regularly, or benefit from an inhouse training that covers all the specific needs of your company.
13
Chapter 2. Installation
This chapter describes the installation and basic configuration of the central OTRS framework.
It covers information on installing OTRS from source, or with a binary package such as an RPM or a Windows exectuable.
Topics covered here include configuration of the web and database servers, the interface between OTRS and the database, the installation of additional Perl modules, setting proper access rights for OTRS, setting up the cron jobs for OTRS, and some basic settings in the OTRS configuration files.
Follow the detailed steps in this chapter to install OTRS on your server. You can then use its web interface to login and administer the system.
1. The simple way - Installation of pre-built packages
If available for your platform you should use pre-built packages to install OTRS, since it is the simplest and most convenient method. You can find them in the download area at
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. The following sections describe the installation of
OTRS with a pre-built or binary package on SUSE, Red Hat and Microsoft Windows systems.
Only if you are unable to use the pre-built packages for some reason should you follow the manual process.
1.1. Installing the RPM on a SUSE Linux server
This section describes the installation of our RPM package on a SUSE Linux server. We have tested against all recent SLES and openSUSE versions. Before you start the installation, please visit
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and make sure you use the latest OTRS RPM package available.
1.1.1. Preparing the database for OTRS
You can use OTRS using different database back-ends: MySQL, PostgreSQL, Oracle or
Microsoft SQL Server. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a SUSE-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.
Note
If you follow this chapter on openSUSE 12.3 and up you'll actually not install MySQL but MariaDB instead, a MySQL compatible fork of the MySQL code. This is no problem, it will work just as well (and even a little better at some points).
Install MySQL by executing the following command as root:
linux:~ # zypper install mysql perl-DBD-mysql
This will install MySQL with the default options on your system. You'll need to change the defaults in order to make it suitable for OTRS. With a text editor open the file /etc/my.cnf
and change the line with max_allowed_packet on it, and add a line below, like this:
max_allowed_packet=20M
query_cache_size=32M
14
Now execute rcmysql restart to re-start the database server and activate these changes.
Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database. Lastly, run chkconfig -a mysql in order to make sure mysql is automatically started at server startup time.
1.1.2. Installing OTRS
Install OTRS with via the command line using zypper. This will also pull in some dependencies such as the apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.
otrs-sles:~ # zypper install otrs-3.2.*.rpm
....
Retrieving package otrs-3.2.3-01.noarch (1/26), 17.5 MiB (74.3 MiB unpacked)
Installing: otrs-3.2.3-01 [done]
Additional rpm output:
Check OTRS user ... otrs added.
Next steps:
[start database and Apache]
Make sure your database is running and execute 'rcapache2 restart'.
[install the OTRS database]
Use a webbrowser and open this link:
http://myserver.example.com/otrs/installer.pl
[OTRS services]
Start OTRS 'rcotrs start-force' (rcotrs {start|stop|status|restart|start-force|
stop-force}).
((enjoy))
Your OTRS Team
http://otrs.org/ otrs-sles:~ #
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The OTRS installation is done. Start your web server to load the OTRS specific changes in its configuration, as shown in the script below. Also run chkconfig to make sure OTRS is automatically started when the server reboots.
otrs-sles:~ # chkconfig -a apache2 apache2 0:off 1:off 2:off 3:on 4:off 5:on 6:off otrs-sles:~ # rcapache2 start
Starting httpd2 (prefork) httpd2-prefork: Could not reliably determine the server's fully
qualified domain name, using 10.x.x.x for ServerName
done otrs-sles:~ #
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1.1.3. Installation of additional perl modules
OTRS needs some more modules than can be installed by the RPM. You can post-install them manually. You can check what modules you are missing by running the bin/
15
otrs.CheckModules.pl
script located in the /opt/otrs directory. Some modules are only needed for optional functionality, such as communication with IMAP(S) servers or PDF generation. On SLES you should add an external repository to the zypper configuration in order to get the modules needed for your system. Choose the module needed for your OS version from here: http://download.opensuse.org/repositories/devel:/languages:/perl/ . Add the repository like this for SLES 11 SP2:
zypper ar -f -n perl http://download.opensuse.org/repositories/devel:/languages:/ perl/SLE_11_SP2 Perl
On openSUSE 12.3 the extra repository is only needed for the Mail::IMAPClient module, which you'd only need if you need to collect mails from an IMAP server secured with TLS. The corresponding line would look like this:
zypper ar -f -n perl http://download.opensuse.org/repositories/devel:/languages:/ perl/openSUSE_12.3/ Perl
The first time you use zypper after you added this repository, you will be prompted to add its key. Now you can install missing modules like below.
otrs-sles:/opt/otrs # zypper install -y "perl(YAML::LibYAML)"
Refreshing service 'susecloud'.
Retrieving repository 'perl' metadata [\]
New repository or package signing key received:
Key ID: DCCA98DDDCEF338C
Key Name: devel:languages:perl OBS Project <devel:languages:[email protected]>
Key Fingerprint: 36F0AC0BCA9D8AF2871703C5DCCA98DDDCEF338C
Key Created: Wed Oct 10 22:04:18 2012
Key Expires: Fri Dec 19 22:04:18 2014
Repository: perl
Do you want to reject the key, trust temporarily, or trust always? [r/t/a/?] (r): a
Retrieving repository 'perl' metadata [done]
Building repository 'perl' cache [done]
Loading repository data...
Reading installed packages...
'perl(YAML::LibYAML)' not found in package names. Trying capabilities.
Resolving package dependencies...
The following NEW package is going to be installed:
perl-YAML-LibYAML
The following package is not supported by its vendor:
perl-YAML-LibYAML
Retrieving package perl-YAML-LibYAML-0.38-12.4.x86_64 (1/1), 75.0 KiB (196.0 KiB unpacked)
Retrieving: perl-YAML-LibYAML-0.38-12.4.x86_64.rpm [done (55.7 KiB/s)]
Installing: perl-YAML-LibYAML-0.38-12.4 [done]
The next step is to configure OTRS using the web installer, as described in this section.
1.2. Installing OTRS on a Red Hat Enterprise Linux or CentOS system
This section describes the installation of our RPM package on a Red Hat Enterprise Linux
(RHEL) or CentOS server. We ship separate RPMs for versions 5 and 6 of RHEL and
CentOS. Before you start the installation, please visit
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and make sure you use the latest OTRS RPM package available.
16
1.2.1. Preparing the database for OTRS
You can use OTRS using different database back-ends: MySQL, PostgreSQL, Oracle or
Microsoft SQL Server. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a SUSE-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.
Install MySQL by executing the following command as root:
[root@otrs-centos6 ~]# yum -y install mysql-server
This will install MySQL with the default options on your system. You'll need to change the defaults in order to make it suitable for OTRS. With a text editor open the file /etc/my.cnf
and add the next two lines under the [mysqld] section:
max_allowed_packet=20M
query_cache_size=32M
Now execute service mysqld start to re-start the database server and activate these changes.
Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database. Lastly, run chkconfig mysqld on in order to make sure mysql is automatically started at server startup time.
1.2.2. Installing OTRS
Install OTRS with via the command line using yum. This will also pull in some dependencies such as the apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.
[root@otrs-centos6 ~]# yum install --nogpgcheck otrs-3.2.*.rpm
...
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
otrs noarch 3.2.3-01 /otrs-3.2.3-01.noarch
74 M
Installing for dependencies:
apr x86_64 1.3.9-5.el6_2 updates 123 k
...
procmail x86_64 3.22-25.1.el6 base 163 k
Transaction Summary
================================================================================
Install 26 Package(s)
Total size: 80 M
Total download size: 6.0 M
Installed size: 88 M
Downloading Packages:
(1/25): apr-1.3.9-5.el6_2.x86_64.rpm | 123 kB 00:00
...
(25/25): procmail-3.22-25.1.el6.x86_64.rpm | 163 kB 00:00
--------------------------------------------------------------------------------
17
Total 887 kB/s | 6.0 MB 00:06
Running rpm_check_debug
Running Transaction Test
Transaction Test Succeeded
Running Transaction
Installing : apr-1.3.9-5.el6_2.x86_64 1/26
...
Installing : otrs-3.2.3-01.noarch 26/26
Check OTRS user ... otrs added.
Next steps:
[httpd services]
Restart httpd 'service httpd restart'
[install the OTRS database]
Make sure your database server is running.
Use a web browser and open this link:
http://myserver.example.com/otrs/installer.pl
[OTRS services]
Start OTRS 'service otrs start' (service otrs {start|stop|status|restart).
((enjoy))
Your OTRS Team
Installed:
otrs.noarch 0:3.2.3-01
Dependency Installed:
...
Complete!
[root@otrs-centos6 ~]#
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The OTRS installation is now done. Now you should make sure that Apache is started and that it starts whenever the server reboots.
[root@otrs-centos6 ~]# chkconfig httpd on
[root@otrs-centos6 ~]# service httpd start
Starting httpd: httpd: Could not reliably determine the server's fully qualified domain name,
using 10.x.x.x for ServerName [ OK ]
[root@otrs-centos6 ~]#
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1.2.3. Installation of additional perl modules
OTRS needs some more modules than can be installed by the RPM. You can post-install them manually. You can check what modules you are missing by running the bin/ otrs.CheckModules.pl
script located in the /opt/otrs directory. Some modules are only needed for optional functionality, such as communication with IMAP(S) servers or PDF generation. On Red Hat or CentOS we recommend installing these modules from the EPEL repository, a repository maintained by the Fedora project, which provides high quality packages for RHEL and derivatives. Check for more information the EPEL web site .
If you're on RHEL 6 or CentOS 6, you can get the latest package for EPEL from this site . You can add this repository to yum it in one go by copying the RPM URL you find on this page and executing this command:
18
[root@otrs-centos6 otrs]# yum -y install http://download.fedoraproject.org/pub/epel/6/i386/ epel-release-6-8.noarch.rpm
Loaded plugins: security
Setting up Install Process epel-release-6-8.noarch.rpm | 14 kB 00:00
Examining /var/tmp/yum-root-7jrJef/epel-release-6-8.noarch.rpm: epel-release-6-8.noarch
Marking /var/tmp/yum-root-7jrJef/epel-release-6-8.noarch.rpm to be installed
Resolving Dependencies
--> Running transaction check
---> Package epel-release.noarch 0:6-8 will be installed
--> Finished Dependency Resolution
Dependencies Resolved
=====================================================================================
Package Arch Version Repository Size
=====================================================================================
Installing:
epel-release noarch 6-8 /epel-release-6-8.noarch 22 k
Transaction Summary
=====================================================================================
Install 1 Package(s)
Total size: 22 k
Installed size: 22 k
Downloading Packages:
Running rpm_check_debug
Running Transaction Test
Transaction Test Succeeded
Running Transaction
Installing : epel-release-6-8.noarch 1/1
Verifying : epel-release-6-8.noarch 1/1
Installed:
epel-release.noarch 0:6-8
Complete!
[root@otrs-centos6 otrs]#
The first time you use yum after you added this repository, you will be prompted to add its key. Now you can install missing modules like below.
[root@otrs-centos6 otrs]# yum -y install "perl(Text::CSV_XS)"
Loaded plugins: security
Setting up Install Process
Resolving Dependencies
--> Running transaction check
---> Package perl-Text-CSV_XS.x86_64 0:0.85-1.el6 will be installed
--> Finished Dependency Resolution
Dependencies Resolved
=====================================================================================
Package Arch Version Repository Size
=====================================================================================
Installing:
perl-Text-CSV_XS x86_64 0.85-1.el6 epel 71 k
Transaction Summary
=====================================================================================
Install 1 Package(s)
Total download size: 71 k
19
Installed size: 154 k
Downloading Packages: perl-Text-CSV_XS-0.85-1.el6.x86_64.rpm | 71 kB 00:00 warning: rpmts_HdrFromFdno: Header V3 RSA/SHA256 Signature, key ID 0608b895: NOKEY
Retrieving key from file:///etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-6
Importing GPG key 0x0608B895:
Userid : EPEL (6) <[email protected]>
Package: epel-release-6-8.noarch (@/epel-release-6-8.noarch)
From : /etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-6
Is this ok [y/N]: y
Running rpm_check_debug
Running Transaction Test
Transaction Test Succeeded
Running Transaction
Installing : perl-Text-CSV_XS-0.85-1.el6.x86_64 1/1
Verifying : perl-Text-CSV_XS-0.85-1.el6.x86_64 1/1
Installed:
perl-Text-CSV_XS.x86_64 0:0.85-1.el6
Complete!
[root@otrs-centos6 otrs]#
The next step is to configure OTRS using the web installer, as described in this section.
1.3. Installing OTRS on a Debian system
On the OTRS Wiki you can find detailed instructions for setting up OTRS on a Debian system: http://wiki.otrs.org/index.php?title=Installation_on_Debian_5.04_lenny .
1.4. Installing OTRS on a Ubuntu system
On the OTRS Wiki you can find detailed instructions for setting up OTRS on an Ubuntu system: http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10.4) .
1.5. Installing OTRS on Microsoft Windows systems
Installing OTRS on a Microsoft Windows system is very easy. Download the latest installer for Win32 from
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and save the file to your local file system. Then simply double-click on the file to execute the installer, and follow the few installation steps to setup the system. After that you will be able to login as
OTRS administrator and configure the system according to your needs. To log in as OTRS administrator use the user name 'root@localhost' and the default password 'root'.
Warning
Please change the password for the 'root@localhost' account as soon as possible.
Important
The Windows installer for OTRS contains all needed components for OTRS, i.e. the
Apache web server, the MySQL database server, Perl (with all needed modules) and cron for Windows. For that reason you should only install OTRS on Windows systems that don't already have an installation of Apache or another web server, or a MySQL database installation.
2. Installation from source (Linux, Unix)
2.1. Preparing the installation from source
If you want to install OTRS from source, first download the source archive as .tar.gz, .tar.bz2, or .zip file from
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20
Unpack the archive (for example, using tar) into the directory /opt, and rename the directory from otrs-x.x.x to otrs (see Script below).
linux:/opt# tar xf /tmp/otrs-x.x.x.tar.gz
linux:/opt# mv otrs-x.x.x otrs linux:/opt# ls otrs linux:/opt#
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OTRS should NOT be run with root rights. Next you should add a new user for OTRS. The home directory of this new user should be /opt/otrs. If your web server is not running with the same user rights as the new 'otrs' user, which is the case on most systems, you will need to add the new 'otrs' user to the group of the web server user (see Script below).
linux:/opt# useradd -r -d /opt/otrs/ -c 'OTRS user' otrs linux:/opt# usermod -G nogroup otrs linux:/opt#
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Next, you have to copy some sample configuration files. The system will later use the copied files. The files are located in /opt/otrs/Kernel and /opt/otrs/Kernel/Config and have the suffix .dist (see Script below).
linux:/opt# cd otrs/Kernel/ linux:/opt/otrs/Kernel# cp Config.pm.dist Config.pm
linux:/opt/otrs/Kernel# cd Config linux:/opt/otrs/Kernel/Config# cp GenericAgent.pm.dist GenericAgent.pm
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The last step to prepare the installation of OTRS is to set the proper access rights for the files.
You can use the script otrs.SetPermissions.pl, which is located in the bin directory, in the home directory of the 'otrs' user. You can execute the script with the following parameters: otrs.SetPermissions.pl
{Home directory of the OTRS user} { --otrs-user= OTRS user}
{ --web-user= Web server user} [ --otrs-group= Group of the OTRS user] [ --web-group=
Group of the web server user ]
If your web server is running with the same user rights as user 'otrs', the command to set the proper access rights is otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs --web-user=otrs.
On SUSE systems the web server is running with the user rights of 'wwwrun'. On Debianbased systems this is 'www-data'. You would use the command otrs.SetPermissions.pl /opt/ otrs --otrs-user=otrs --web-user=wwwrun --otrs-group=nogroup --web-group=www to set the proper access rights.
2.2. Installation of Perl modules
OTRS requires some additional Perl modules, as described in Table 3-1. If you install OTRS from source, you will need to install these modules manually. This can be done either with the package manager of your Linux distribution (yast, apt-get) or, as described in this section, through the Perl shell and CPAN. If you're using ActiveState Perl, for instance on Windows, you could use PPM, the built-in Perl Package Manager. We recommend using your package manager if possible.
21
You can verify which modules you need to install with otrs.CheckModules.pl. This script is located in the bin directory, in the home directory of the 'otrs' user (see Script below). Please note that some modules are optional.
linux:~# cd /opt/otrs/bin/ linux:/opt/otrs/bin# ./otrs.CheckModules.pl
o CGI..............................ok (v3.60)
o Crypt::PasswdMD5.................ok (v1.3)
o Crypt::SSLeay....................Not installed! (Optional - Required for Generic Interface
SOAP SSL connections.)
o CSS::Minifier....................ok (v0.01)
o Date::Format.....................ok (v2.22)
o Date::Pcalc......................ok (v1.2)
...
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You should strive to install the missing modules from your Linux distribution's package management system. By doing so, the packages will be automatically updated when new versions are available or when security issues are found. Please refer to your distribution's documentation on how to install additional packages. If the (correct version of) the module is not available from the package repositories, you can also install from CPAN, the
Comprehensive Perl Archive Network.
To install one of the modules from above via CPAN, you have to execute the command perl -e shell -MCPAN. The Perl shell will be started in interactive mode and the CPAN module will be loaded. If CPAN is already configured, you can install the modules with the command install followed by the name of the module. CPAN takes care of the dependencies of a module to other Perl modules and will let you know if other modules are needed.
Execute also the commands perl -cw bin/cgi-bin/index.plperl -cw bin/cgi-bin/customer.pl and perl -cw bin/otrs.PostMaster.pl after changing into the directory /opt/otrs. If the output of both commands is "syntax OK", your Perl is properly set up (see Script below).
linux:~# cd /opt/otrs linux:/opt/otrs# perl -cw bin/cgi-bin/index.pl
cgi-bin/installer.pl syntax OK linux:/opt/otrs# perl -cw bin/cgi-bin/customer.pl
cgi-bin/customer.pl syntax OK linux:/opt/otrs# perl -cw bin/otrs.PostMaster.pl
bin/otrs.PostMaster.pl syntax OK linux:/opt/otrs#
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2.3. Configuring the Apache web server
First of all, you should install the Apache2 web server and mod_perl; you'd typically do this from your systems package manager. Below you'll find the commands needed to set up
Apache on the most popular Linux distributions.
# rhel / centos:
linux:# yum install httpd mod_perl
# suse:
linux:# zypper install apache2-mod_perl
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# debian/ubuntu:
linux:# apt-get install apache2 libapache-mod-perl2
To access the web interface of OTRS via a short URL, Alias and ScriptAlias entries are needed.
Most Apache installations have a conf.d directory included. On Linux systems you can usually find this directory under /etc/apache or /etc/apache2. Log in as root, change to the conf.d directory and copy the appropriate template in /opt/otrs/scripts/apache2httpd.include.conf
to a file called otrs.conf in the Apache configuration directory.
Restart your web server to load the new configuration settings. On most systems you can start/restart your web server with the command /etc/init.d/apache2 restart (see Script below).
linux:/etc/apache2/conf.d# /etc/init.d/apache2 restart
Forcing reload of web server: Apache2.
linux:/etc/apache2/conf.d#
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Now your web server should be configured for OTRS.
2.4. Configuring the database
2.4.1. Installing the OTRS database manually
The recommended way to configure the database is to run the Web Installer. If you can't
use this for some reason, you can also configure the database manually, as described in this chapter. If you can't use the web installer to setup the OTRS database, you have to set it up manually. Scripts with the SQL statements to create and configure the database are located in scripts/database, in the home directory of the 'otrs' user (see Script below).
linux:~# cd /opt/otrs/scripts/database/ linux:/opt/otrs/scripts/database# ls otrs-initial_insert.db2.sql otrs-schema.mysql.sql
otrs-schema.oracle.sql
otrs-initial_insert.mssql.sql otrs-schema-post.db2.sql
otrs-initial_insert.mysql.sql otrs-schema.postgresql.sql
otrs-initial_insert.oracle.sql
otrs-initial_insert.postgresql.sql otrs-schema-post.mssql.sql
otrs-initial_insert.xml otrs-schema-post.mysql.sql
otrs-schema.db2.sql otrs-schema-post.oracle.sql
otrs-schema-post.postgresql.sql
otrs-schema.mssql.sql otrs-schema.xml
linux:/opt/otrs/scripts/database#
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃
✃✃✃✃✃✃✃✃✃
To setup the database for the different database back-ends, the .sql files must be processed in a specific order.
Create the OTRS database manually step by step
1. Creating the DB: Create the database that you want to use for OTRS, with your database client or your database interface.
2. Creating the tables: With the otrs-schema.DatabaseType.sql files (e.g. otrsschema.oracle.sql
, otrs-schema.postgresql.sql) you can create the tables in your
OTRS database.
23
3. Inserting the initial system data: OTRS needs some initial system data to work properly (e.g. the different ticket states, ticket and notification types). Depending on the type of database that you are using, you will need to use one of the following files: otrs-initial_insert.mysql.sql, otrs-initial_insert.oracle.sql, otrs-initial_insert.postgresql.sql
or otrs-initial_insert.mssql.sql .
4. Creating references between tables: The last step is to create the references between the different tables in the OTRS database. Use the otrs-schemapost.DatabaseType.sql file to create these (e.g. otrs-schema-oracle.post.sql, otrsschema-post.postgresql.sql
).
After you have finished the database setup, you should check and set proper access rights for the OTRS database. It should be enough to grant access to one user. Depending on the database server you are using, setting up the access rights differs, but it should be possible either with your database client or your graphical database front-end.
If your database and the access rights are configured properly, you have to tell OTRS which database back-end you want to use and how the ticket system can connect to the database.
Open the file Kernel/Config.pm located in the home directory of the 'otrs' user, and change the parameters shown in the script below according to your needs.
# DatabaseHost
# (The database host.)
$Self->{'DatabaseHost'} = 'localhost';
# Database
# (The database name.)
$Self->{Database} = 'otrs';
# DatabaseUser
# (The database user.)
$Self->{DatabaseUser} = 'otrs';
# DatabasePw
# (The password of database user.)
$Self->{DatabasePw} = 'some-pass';
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2.5. Setting up the cron jobs for OTRS
OTRS needs some cron jobs to work properly. The cron jobs should be run with the same user rights that were specified for the OTRS modules. That means that the cron jobs must be inserted into the crontab file of the 'otrs' user.
All scripts with the cron jobs are located in var/cron, in the home directory of the 'otrs' user
(see Script below).
linux:~# cd /opt/otrs/var/cron linux:/opt/otrs/var/cron# ls aaa_base.dist generic_agent.dist rebuild_ticket_index.dist
cache.dist pending_jobs.dist session.dist
fetchmail.dist postmaster.dist unlock.dist
generic_agent-database.dist postmaster_mailbox.dist
linux:/opt/otrs/var/cron#
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃✃
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These scripts have a suffix of '.dist'. You should copy them to files with the suffix removed.
If you use bash, you might want to use the command listed in Script below.
linux:/opt/otrs/var/cron# for foo in *.dist; do cp $foo `basename $foo .dist`; done linux:/opt/otrs/var/cron# ls aaa_base generic_agent-database.dist rebuild_ticket_index aaa_base.dist generic_agent.dist rebuild_ticket_index.dist
cache pending_jobs session cache.dist pending_jobs.dist session.dist
fetchmail postmaster unlock fetchmail.dist postmaster.dist unlock.dist
generic_agent postmaster_mailbox generic_agent-database postmaster_mailbox.dist
linux:/opt/otrs/var/cron#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃
✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃✃
Table 3-2 describes the different cron jobs.
Table 2.1. Description of several cron job scripts.
Script aaa_base cache fetchmail generic_agent generic_agent-database pending_jobs postmaster postmaster_mailbox rebuild_ticket_index session unlock
Function
Sets the basics for the crontab of the 'otrs' user.
Removes expired cache entries from disk.
Clears the loader cache for CSS and
JavaScript files.
Used only if new mails will be fetched with fetchmail into the ticket system.
Executes the jobs of the GenericAgent that are not stored in the database but in own config files.
Executes the jobs of the GenericAgent that are stored in the database.
Checks system for pending tickets, and closes them or sends reminders if needed.
Checks the message queue of the ticket system, and delivers messages that are still in the queues.
Fetches the mails from the POP3 accounts that were specified in the admin area, in the section for "PostMaster Mail Accounts".
Rebuilds the ticket index, which improves the speed of the QueueView.
Removes old and no longer needed session
IDs.
Unlocks tickets in the system.
To setup all cron jobs, the script bin/Cron.sh located in the home directory of the 'otrs' user can be used. When this script is executed, it needs a parameter to specify whether you want to install, remove, or reinstall the cron jobs. The following parameters can be used:
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Cron.sh
{start} {stop} {restart} [OTRS user]
Because the cron jobs need to be installed in the crontab file of the 'otrs' user, you need to be logged in as 'otrs'. If you are logged in as root, you can switch to 'otrs' with the command su otrs. Execute the commands specified in Script below to install the cron jobs.
Warning
Please note that other crontab entries of the 'otrs' user will be overwritten or removed by the Cron.sh script. Please change the Cron.sh script to retain other crontab entries as needed.
linux:/opt/otrs/var/cron# cd /opt/otrs/bin/ linux:/opt/otrs/bin# su otrs linux:~/bin$ ./Cron.sh start
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
(using /opt/otrs) done linux:~/bin$ exit exit linux:/opt/otrs/bin#
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The command crontab -l -u otrs, which can be executed as root, shows you the crontab file of the 'otrs' user, and you can check if all entries are placed correctly (see Script below).
linux:/opt/otrs/bin# crontab -l -u otrs
# --
# cron/aaa_base - base crontab package
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# Who gets the cron emails?
MAILTO="root@localhost"
# --
# cron/cache - delete expired cache
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# delete expired cache weekly (Sunday mornings)
20 0 * * 0 $HOME/bin/otrs.CacheDelete.pl --expired >> /dev/null
30 0 * * 0 $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null
# --
# cron/fetchmail - fetchmail cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# fetch every 5 minutes emails via fetchmail
#*/5 * * * * /usr/bin/fetchmail -a >> /dev/null
# --
# cron/generic_agent - otrs.GenericAgent.pl cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
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# start generic agent every 20 minutes
*/20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null
# example to execute GenericAgent.pl on 23:00 with
# Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null
# --
# cron/generic_agent - GenericAgent.pl cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# start generic agent every 10 minutes
*/10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
# --
# cron/pending_jobs - pending_jobs cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null
# --
# cron/postmaster - postmaster cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# check daily the spool directory of OTRS
#10 0 * * * * test -e /etc/init.d/otrs & /etc/init.d/otrs cleanup >> /dev/null; test -e /etc/ rc.d/init.d/otrs && /etc/rc.d/init.d/otrs cleanup >> /dev/null
10 0 * * * $HOME/bin/otrs.CleanUp.pl >> /dev/null
# --
# cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# fetch emails every 10 minutes
*/10 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
# --
# cron/rebuild_ticket_index - rebuild ticket index for OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# just every day
01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null
# --
# cron/session - delete old session ids of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# delete every 120 minutes old/idle session ids
55 */2 * * * $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null
# --
# cron/unlock - unlock old locked ticket of the OTRS
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY.
# --
# unlock every hour old locked tickets
35 * * * * $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null linux:/opt/otrs/bin#
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃
3. The simple way - Using the web installer (works only with MySQL)
If you use MySQL as the database back-end, you can use the OTRS web installer:
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
.
When the web installer starts, please follow the following steps to setup your system:
1. Check out the information about the OTRS offices and click on next to continue (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
2. Read the GNU Affero General Public License (see Figure below) and accept it, by clicking the corresponding button at the bottom of the page.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
28
3. Provide the username and password of the administrator, the DNS name of the computer which hosts OTRS and the type of database system to be used. After that, check the settings
(see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃
You will be notified if the check was successful. Press OK to continue (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃
4. Create a new database user, choose a name for the database and click on 'Next' (see
Figure below).
Warning
It is never a good idea to use default passwords. Please change the default password for the OTRS database!
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃
If the database and its user were successfully created, you will receive a setup notification, as shown in Figure. Click 'Next' to go to the next screen.
29
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
5. Provide all the required system settings and click on 'Next' (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃
6. If desired, you can provide the needed data to configure your inbound and outbound mail, or skip this step by pressing the right button at the bottom of the screen (see Figure below).
30
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Congratulations! Now the installation of OTRS is finished and you should be able to work with the system (see Figure below). To log into the web interface of OTRS, use the address
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
from your web browser. Log in as
OTRS administrator, using the username 'root@localhost' and the password 'root'. After that, you can configure the system to meet your needs.
Warning
Please change the password for the 'root@localhost' account as soon as possible.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃
4. Upgrading the OTRS Framework
These instructions are for people upgrading OTRS from version ✃✃✃ to ✃✃✃, and apply both for RPM and source code (tarball) upgrades.
If you are running a lower version of OTRS you have to follow the upgrade path to 3.1 first
(1.1->1.2->1.3->2.0->2.1->2.2->2.3->2.4->3.0->3.1->3.2 ...)!
Please note that if you upgrade from OTRS 2.2 or earlier, you must take an extra step; please read http://bugs.otrs.org/show_bug.cgi?id=6798 .
Please note that for upgrades from 3.2.0.beta1, an additional step 9 is needed!
31
Within a single minor version you can skip patch level releases if you want to upgrade. For instance you can upgrade directly from OTRS 3.2.1 to version 3.2.4. If you need to do such a "patch level upgrade", you should skip steps 9, 13, 15, 16 and 17.
1. Stop all relevant services.
e. g. (depends on used services): shell> /etc/init.d/cron stop shell> /etc/init.d/postfix stop shell> /etc/init.d/apache stop
2. Backup everything below $OTRS_HOME (default: OTRS_HOME=/opt/otrs):
• Kernel/Config.pm
• Kernel/Config/GenericAgent.pm
• Kernel/Config/Files/ZZZAuto.pm
• var/*
• as well as the database
3. Make sure that you have backed up everything ;-)
4. Setup new system (optional)
If possible, try this install on a separate machine for testing first.
5. Install the new release (tar or RPM).
• With the tarball: shell> cd /opt shell> tar -xzf otrs-x.x.x.tar.gz
shell> ln -s otrs-x.x.x otrs
Restore old configuration files.
• Kernel/Config.pm
• Kernel/Config/GenericAgent.pm
• Kernel/Config/Files/ZZZAuto.pm
• With the RPM: shell> rpm -Uvh otrs-x.x.x.-01.rpm
In this case the RPM update automatically restores the old configuration files.
6. Own themes
32
Note: The OTRS themes between 3.1 and 3.2 are NOT compatible, so don't use your old themes!
Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl (default:
OTRS_HOME=/opt/otrs).
7. Set file permissions.
If the tarball is used, execute: shell> cd /opt/otrs/ shell> bin/otrs.SetPermissions.pl
with the permissions needed for your system setup.
8. Check needed Perl modules
Verify that all needed perl modules are installed on your system and install any modules that might be missing.
shell> /opt/otrs/bin/otrs.CheckModules.pl
9. Schema update:
Note: new tables created in the MySQL UPGRADING process will be created with the default table storage engine set in your MySQL server. In MySQL 5.5 the new default type is InnoDB.
If existing tables, e.g. "users", have the table storage engine, e.g. MyISAM, then an error will be displayed when creating the foreign key constraints.
You have two options: (1) you can change the default storage engine of MySQL back to
MyISAM so that new tables will have the same engine as the existing tables, or (2) change the existing tables to use InnoDB as storage engine.
Any problems with regards to the storage engine will be reported by the otrs.CheckDB.pl
script, so please run it to check for possible issues.
shell> cd /opt/otrs/
# MySQL: shell> bin/otrs.CheckDB.pl
shell> cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs
# PostgreSQL 8.2+: shell> cat scripts/DBUpdate-to-3.2.postgresql.sql | psql otrs
# PostgreSQL, older versions: shell> cat scripts/DBUpdate-to-3.2.postgresql_before_8_2.sql | psql otrs
Note: If you use PostgreSQL 8.1 or earlier, you need to activate the new legacy driver for these older versions. Do this by adding a new line to your Kernel/Config.pm like this:
$Self->{DatabasePostgresqlBefore82} = 1;
33
Run the migration script (as user 'otrs', NOT as root): shell> scripts/DBUpdate-to-3.2.pl
Do not continue the upgrading process if this script does not work properly for you.
Otherwise data loss may occur.
10.Database Upgrade During Beta Phase
This step is ONLY needed if you upgrade from 3.2.0.beta1!
Please apply the required database changes as follows:
MySQL:
shell> cat scripts/DBUpdate-3.2.beta.mysql.sql | mysql -p -f -u root otrs
PostgreSQL 8.2+:
shell> cat scripts/DBUpdate-3.2.beta.postgresql.sql | psql otrs
PostgreSQL, older versions:
shell> cat scripts/DBUpdate-3.2.beta.postgresql_before_8_2.sql | psql otrs
11.Refresh the configuration and delete caches. Please run: shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
12.Restart your services.
e. g. (depends on used services): shell> /etc/init.d/cron start shell> /etc/init.d/postfix start shell> /etc/init.d/apache start
Now you can log into your system.
13.Check 'Cache::Module' setting
The file cache backend 'FileRaw' was removed in favor of the faster 'FileStorable'.
The DBUpdate-to-3.2.pl automatically updates the config setting 'Cache::Module', but you need to change it manually if you defined this setting in Kernel/
Config.pm directly. It needs to be changed from 'Kernel::System::Cache::FileRaw' to
'Kernel::System::Cache::FileStorable'.
14.Check installed packages
In the package manager, check if all packages are still marked as correctly installed or if any require reinstallation or even a package upgrade.
15.Cleanup metadata of archived tickets
Note: This step only applies if you use the ticket archiving feature of OTRS.
34
With OTRS 3.2, when tickets are archived, the information which agent read the ticket and articles can be removed, as well as the ticket subscriptions of agents. This is active by default and helps reduce the amount of data in the database on large systems with many tickets and agents.
If you also want to cleanup this information for existing archived tickets, please run this script: shell> bin/otrs.CleanupTicketMetadata.pl --archived
If you want to KEEP this information instead, please set these SysConfig settings to "No":
Ticket::ArchiveSystem::RemoveSeenFlags
Ticket::ArchiveSystem::RemoveTicketWatchers
16.Review (Modify) ACLs for Dynamic Fields
Note: This step only applies if you use ACLs to limit Dynamic Fields Dropdown or Multiselect possible values.
Now in OTRS 3.2 the Possible and PossibleNot ACL sections for Dynamic Fields Dropdown and Multiselect must refer to the key (internal values) rather than the value (shown values).
Example:
For the defined field "Dropdown1" with possible values:
1 => 'A',
2 => 'B',
3 => 'C',
ACLs prior OTRS 3.2 should look like:
$Self->{TicketAcl}->{'Limit Dropdown1 entries'} = {
Properties => {},
Possible => {
Ticket => {
# White list entries with VALUES containing 'B' and 'C'
DynamicField_Dropdown1 => [ 'B', 'C' ],
},
},
};
ACLs must be modified to:
$Self->{TicketAcl}->{'Limit Dropdown1 entries'} = {
Properties => {},
Possible => {
Ticket => {
# White list entries with VALUES containing 'B' and 'C' (now using KEYS)
DynamicField_Dropdown1 => [ '2', '3' ],
},
},
};
By doing this change ACLs will look much more consistent, since Possible and PossibleDatabase sections already use Keys instead of Values, please look at the following example:
$Self->{TicketAcl}->{'Limit Dropdown1 entries based in Dropdown2'} = {
35
Properties => {
Ticket => {
# Match on the DeopDown2 KEY '1'
DynamicField_Dwondown2 => ['1'],
},
},
Possible => {
Ticket => {
# White list Dropdown1 entries with VALUES containing 'B' and 'C' (now using
KEYS)
DynamicField_Dropdown1 => ['1', '2'],
},
},
};
17.Adapt custom event handler modules
Note: this only applies if you have any custom developed event handler modules.
Since OTRS 3.2, the data payload for event handler modules is no longer copied into the
%Param hash. You need to explicitly access it through $Param{Data}.
Old:
# get ticket my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Param{TicketID},
UserID => 1,
);
New:
# get ticket my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Param{Data}->{TicketID},
UserID => 1,
);
18.Well done!
5. Upgrading Windows Installer
There is currently no in-place upgrade tool available for OTRS installations that were done with the Windows Installer. The upgrade process basically consists of backing up the database and the filesystem, uninstalling OTRS, installing the new version, restoring the database and running the upgrade procedure if needed.
Upgrading is described in FAQ# 4200351 , and there is also an informative YouTube video available.
6. Additional applications
You can install additional application packages to extend the functionality of the OTRS framework. This can be done via the package manager from the Admin page, which downloads the applications from an online repository and manages package dependencies. It is also possible to install packages from local files.
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6.1. FAQ
The FAQ is the Knowledge Base component. It supports editing and viewing of FAQ articles.
Articles can be viewed and restricted to agents, customer users, or anonymous users. These can also be structured into groups, and be read in different languages.
37
Chapter 3. First steps
The goal of this chapter is to provide a brief overview of OTRS and the structure of its web interface. The terms 'agents', 'customers', and 'administrators' are introduced. We also login as the OTRS admininstrator and take a closer look at the user preferences available on every account.
1. Agent web interface
The agent web interface allows agents to answer customer requests, create new tickets for customers or other agents, write tickets about telephone calls with customers, write FAQ entries, edit customer data, etc.
Supposing your OTRS host is reachable via the URL
✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
, then the OTRS login screen can be reached by using the address
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
in a web browser (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
2. Customer web interface
Customers have a separate web interface in OTRS through which they can create new accounts, change their account settings, create and edit tickets, get an overview on tickets that they have created, etc.
Continuing the above example, the customer login screen can be reached by using the
URL
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
with a web browser (see Figure below).
38
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
3. Public web interface
In addition to the web interfaces for agents and customers, OTRS also has a public web interface which is available through the FAQ-Module. This module needs to be installed separately. It provides public access to the FAQ system and lets visitors search through FAQ entries without any special authorization.
In our example, the public web interface can be reached via either of the following
URLs:
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
,
✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃
39
4. First login
Access the login screen as described in the section Agent web interface . Enter a user name
and password. Since the system has just been installed and no users have yet been created, login as OTRS administrator first, using 'root@localhost' for username and 'root' for password.
Warning
This account data is valid on every newly installed OTRS system. You should change the password for the OTRS administrator as soon as possible! This can be done via
the preferences screen for the OTRS administrator account.
If you don't want to login as OTRS administrator, just enter the user name and password for your normal agent account.
In case you have forgotten your password, you can request the system for a new password.
Simply press the link below the Login button, enter the mail address that is registered for your OTRS account into the input field, and press the Submit button (see Figure).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃
5. The web interface - an overview
Upon successfully logging into the system, you are presented with the Dashboard page
(see Figure below). The Dashboard is completely customizable. It shows your locked tickets, allows direct access through menus to the queue, status and escalation views, and also holds options for creation of new phone and e-mail tickets. It also presents a quick summary of the tickets which are pending, escalated, new, and open.
40
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
To improve clarity, the general web interface is separated into different areas. The top row of each page shows some general information such the current username, the logout button, icons listing the number of locked tickets with direct access to them, links to create a new phone/e-mail ticket, etc. There are also icons to go to the queue, status, and escalation views.
Below the icons row is the navigation bar. It shows a menu that enables you to navigate to different areas or modules of the system, lettng you execute some global actions. Clicking on the Dashboard button takes you to the dashboard which is the default start page after login. If you click on the Tickets button, you will get a submenu with options to change the ticket's view, create a new ticket (phone/e-mail) or search for a specific ticket. The Statistics button presents a menu that allows you to choose from an overview of the registered statistics, creating a new one or importing an existing one. The Customers button leads you to the Customer Managment screen. By clicking the Admin button, you can access all of the administrator modules, which allows you to create new agents, queues, etc. There is also a
Search button to make ticket searches.
If any associated applications are also installed, e.g. the File Manager or the Web Mailer, buttons to reach these applications are also displayed.
The red bar below the navigation bar shows different system messages. If you are logged in as
OTRS administrator, you get a message warning you not to work using this system account.
Below the title of the section you are currently in, there are several subsections, each in a separate box. These boxes can be relocated within the same column by clicking on and dragging the box header, and dropping them elsewhere.
In the left column, you can see information on some tickets clasified as - reminder, escalated, new, and open. In each of the categories, you are also able to see all of the tickets that you are allowed to access, how many tickets you have locked, and how many are located in
In the right column is the Settings button. Click on it to expand the section and see the various settings, as shown in Figure. You can then check or uncheck the individual settings options and save your changes. This section is fixed, so you can not drag and drop it.
41
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃
Below the settings area, you can see a section with a graph of ticket activity over the past 7 days. Further below is a section displaying Upcoming Events and OTRS News.
Finally at the bottom of the page, the site footer is displayed (see Figure below). It contains links to directly access the OTRS official website, or go to the Top of the page.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
6. What is a queue?
On many mail systems, it is common for all messages to flow into an Inbox file, where they remain stored. New messages are appended at the end of the Inbox file. The mail client program used to read and write mails reads this Inbox file and presents the content to the user.
A queue in OTRS is somewhat comparable to an Inbox file, since it too can store many messages. A queue also has features beyond those of an Inbox mail file. As an OTRS agent or user, one needs to remember which queue a ticket is stored in. Agents can open and edit tickets in a queue, and also move tickets from one queue to another. But why would they move tickets?
To explain it more practically, remember the example of Max's company described in an
example of a ticket system. Max installed OTRS in order to allow his team to better manage
support for company customers buying video recorders.
One queue holding all requests is enough for this situation. However, after some time Max decides to also sell DVD recorders. Now, the customers have questions not only about the video recorder, but also about the new product. More and more emails get into the single queue of Max's OTRS and it's difficult to have a clear picture of what's happening.
Max decides to restructure his support system, and adds two new queues. So now three queues are being used. New messages arriving at the ticket system are stored into the old queue titled "raw". Of the two new queues, one titled "video recorder" is exclusively for video
42
recorder requests, while the other one titled "dvd recorder" is exclusively for dvd recorder requests.
Max asks Sandra to watch the "raw" queue and sort (dispatch) the messages either into
"video recorder" or "dvd recorder" queue, depending on the customer request. John only has access to the "video recorder" queue, while Joe can only answer tickets in the "dvd recorder" queue. Max is able to edit tickets in all queues.
OTRS supports access management for users, groups, and roles, and it is easy to setup queues that are accessible only to some user accounts. Max could also use another way to get his requests into the different queues, with filter rules. Otherwise, if two different mail addresses are used, Sandra only has to dispatch those emails into the two other queues, which can't be dispatched automatically.
Sorting your incoming messages into different queues helps you to keep the support system structured and tidy. Because your agents are arranged into different groups with different access rights on queues, the system can be optimized even further. Queues can be used to define work flow processes or to create the structure of a company. Max could implement, for example, another queue called "sales", which could contain the sub queues "requests",
"offers", "orders", "billing", etc. Such a queue structure could help Max to optimize his order transactions.
Improved system structures, such as through the proper design of queues, can lead to significant time and cost savings. Queues can help to optimize the processes in your company.
7. User preferences
OTRS users such as customers, agents and the OTRS administrator can configure their account preferences as per their needs. Agent can access the configuration screen by clicking on their login name at the top right corner of the web interface (see Figure below), and customers must click on the "Preferences" link (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
An agent can configure 3 different categories of preferences: user profile, email settings, and other settings. The default posibilities are:
43
User Profile
• Change the current password.
• Adjust the interface language.
• Switch the frontend skin.
• Shift the frontend theme.
• Activate and configure the out-of-office time.
Email Settings
• Select events that trigger email notifications to the agent.
Other Settings
• Select the queues you want to monitor in "My Queues".
• Set the refresh period for the queue view.
• Set the screen to be displayed after a ticket is created.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
A customer can select the web interface language, set the refresh interval for the ticket overview, and choose the maximum amount of shown tickets. It is also possible to set a new password.
44
Chapter 4. Administration
1. The ADMIN area of OTRS
1.1. Basics
The following system configuration settings are available to OTRS administrators by accessing the Admin page of the OTRS web interface - adding agents, customers and queues, ticket and mail settings, installing additional packages such as FAQ and ITSM, and much more.
Agents who are members of the ✃✃✃✃✃ group can access the Admin area by clicking the
✃✃✃✃✃
link in the navigation bar (see Figure below). Agents without sufficiently elevated access rights will not be able to access this link.
✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃
1.2. Agents, Groups and Roles
1.2.1. Agents
By clicking the link ✃✃✃✃✃✃, you get access to the agent management screen of
OTRS (see Figure below). Administrators can add, change or deactivate agent accounts.
Furthermore they can also manage agent preferences, including the language and notification settings for the individual agent's interface.
Note
An OTRS agent account may be deactivated but not deleted. Deactivation is done by setting the Valid flag to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
45
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To register an agent, click on the "Add agent" button, enter the required data and press the
Submit button at the bottom of the screen, as shown in Figure.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃
After the new agent account has been created, you should make the agent a member of one
or more groups or roles. Information about groups and roles is available in the Groups and
Roles sections of this chapter.
1.2.2. Groups
Every agent's account should belong to at least one group or role. In a brand new installation, there are three pre-defined groups available, as shown in Table 5-1.
46
Table 4.1. Default groups available on a fresh OTRS installation
Group admin stats users
Description
Allowed to perform administrative tasks in the system.
Qualified to access the stats module of OTRS and generate statistics.
Agents should belong to this group, with read and write permissions. They can then access all functions of the ticket system.
Note
In a brand new OTRS installation, the ✃✃✃✃✃ group initially does not have any members. The agent 'root@localhost' belongs by default to the admin and stats groups.
You can access the group management page (see Figure below) by clicking the ✃✃✃✃✃✃ link in the admin area.
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
Note
As with agents, an OTRS group may be deactivated but not deleted.
Deactivation is done by setting the Valid flag to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃
.
To add an agent to a group, or to change the agents who belong to a group, you can use the link ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ from the Admin page (see Figure below).
47
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
An overview of all groups and agents in the system is displayed on this page. You can also use the available filters to find a specific entity. If you want to change the groups that an agent is a member of, just click on the agent's name (see Figure below). To change the agents associated with a group, just click on the group you want to edit (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃
48
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃ ✃✃✃✃✃✃✃✃
✃✃✃✃✃✃
Each group has a set of rights associated with it, and each group member (agent) may have some combination of these rights for themselves. A list of the permissions / rights is shown in Table 5-2.
Table 4.2. Rights associated with OTRS Groups
Right ro move into create owner priority rw
Description
Read only access to the tickets, entries and queues of this group.
Right to move tickets or entries between queues or areas that belong to this group.
Right to create tickets or entries in the queues or areas of this group.
Right to update the owner of tickets or entries in queues or areas that belong to this group.
Right to change the priority of tickets or entries in queues or areas that belong to this group.
Full read and write access on tickets or entries in the queues or areas that belong to this group.
Note
By default, the QueueView only lists tickets in queues that an agent has ✃✃ access to, i.e., the tickets the agent needs to work on. If you want to change this behaviour, you
can set Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets to ✃✃✃.
49
1.2.3. Roles
Roles are a powerful feature to manage the access rights of many agents in a very simple and quick manner. They are particularly useful for large, complex support systems with a lot of agents, groups and queues. An example below explains when they should be used.
Suppose that you have a system with 100 agents, 90 of them with access to a single queue called "support" where all support requests are handled. The "support" queue contains multiple sub queues. The other 10 agents have permission to access all queues of the system.
These 10 agents dispatch tickets, watch the raw queue and move spam messages into the
"junk" queue.
The company now opens a new department that sells some products. Order request and acceptance, order confirmation, bills, etc. must be processed, and some of the company's agents are supposed to do this using OTRS. The different agents have to get access to the new queues that must be created.
Because it would take a long time to change the access rights for the individual agents manually, roles that define the different access levels can be created. The agents can then be added to one or more roles, with their access rights being modified automatically. If a new agent account is created, it is also possible to add this account to one or more roles.
Note
Roles are really useful when dealing with complex organizations and when maintaining larger OTRS installations. Proper care is advised though. Mixing Agent to
Group with Agent to Role mappings can make for a complex access control scheme, that is difficult to understand and maintain. If you wish to use only roles and disable the Agents <-> Groups option in the Admin area, you can do so by modifying the
Frontend::Module###AdminUserGroup in the SysConfig. Be aware that this won't
remove already existing Agents to Group assignments!
You can access the role management section (see Figure below ) by clicking the ✃✃✃✃✃ link on the Admin page.
✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
50
Note
As with agent and groups, roles once created can be deactivated but not deleted. To deactivate, set the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃
.
An overview of all roles in the system is displayed. To edit a role's settings, click on the role's name. In a fresh new OTRS installation, there are no roles defined by default. To register one, click on the "Add role" button, provide the needed data and submit it (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃
To get an overview of all roles and agents in the system, click on the link Roles <-> Agents on the Admin page. You can also use filters to find a specific element. If you want to change the roles associated with an agent, just click on the agent's name (see Figure below). To change the agents associated with a role, click on the role you want to edit (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃ ✃✃✃✃✃✃
51
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃
✃✃✃✃✃
To get an overview of all roles and groups in the system, click on the link Roles <-> Groups on the Admin page. You will see a similar screen as the one shown in the Figure. You can also use filters to find a specific entity.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
To define the different access rights for a role, click on the name of a role or a group (see below the Figures 5.13 and 5.14, respectively).
52
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃
1.3. Customers and Customer Groups
1.3.1. Customers
OTRS supports different types of users. Using the link "Customers" (via the navigation bar, or the Admin page), you can manage the accounts of your customers (see Figure below), who can log into the system via the Customers interface (customer.pl). Through this interface, your customers can not only create tickets but also review their past tickets for new updates.
It is important to know that a customer is needed for the ticket history in the system.
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
You can search for a registered customer, or edit their settings by clicking on their name.
You also have the possibility to change the customer back-end, for further information please
refer to the chapter about external back-ends.
To create a new customer account, click on the "Add customer" button (see Figure below).
Some of the fields are mandatory, i.e., they have to contain values, so if you leave one of those empty, it will be highlighted in red.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃
Customers can access the system by providing their username and password. The
CustomerID is needed by the system to identify the user and associated tickets. Since the email address is a unique value, it can be used as the ID.
Note
As with agents, groups and roles, customers can not be deleted from the system, only deactivated by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃
.
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1.3.2. Customer Groups
Customer users can also be added to a group, which can be useful if you want to add customers of the same company with access to one or a few queues. First create the group to
which your customers will belong, via the Group management module. Then add the queues
and select the new group for the queues.
The next step is to activate the customer group support. This can be done with the
added customer, so that every new account will be automatically added to these groups.
Through the link "Customers <-> Groups" you can manage which customer shall belong to the different groups (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To define the different groups a customer should be part of and vice versa, click on the corresponding customer username or group (see below the Figures 5.16 and 5.17, respectively).
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃
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1.4. Queues
Clicking on the link "Queues" of the Admin page, you can manage the queues of your system
(see Figure below). In a new OTRS installation there are 4 default queues: Raw, Junk, Misc and Postmaster. All incoming messages will be stored in the "Raw" queue if no filter rules are defined. The "Junk" queue can be used to store spam messages.
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Here you can add queues (see Figure below) and modify them. You can specify the group that should use the queue. You can also set the queue as a sub-queue of an existing queue.
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You can define an unlock timeout for a queue - if an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will be automatically unlocked and made available for other agents to work on.
There are three escalation time settings that can be associated at queue level:
Escalation - First Response Time
• After creation of the ticket, if the time defined here expires without any communication with the customer, either by email or phone, the ticket is escalated.
Escalation - Update Time
• If there is a customer followup either via e-mail or the customer portal, that is recorded in the ticket, the escalation update time is reset. If there is no customer contact before the time defined here expires, the ticket is escalated.
Escalation - Solution Time
• If the ticket is not closed before the time defined here expires, the ticket is escalated.
With 'Ticket lock after a follow-up', you can define if a ticket should be set to 'locked' to the old owner if a ticket that has been closed and later is re-opened. This ensures that a follow up for a ticket is processed by the agent that has previously handled that ticket.
The parameter for the system address specifies the email address that will be used for the outgoing tickets of this queue. There is also the possibility to associate a queue with a salutation and a signature, for the email answers. For more detailed information, please refer
to the sections email addresses, salutations and signatures.
Note
As with agents, groups and customers, queues cannot be deleted, only deactivated, by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
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1.5. Salutations, signatures, attachments and responses
1.5.1. Salutations
A salutation is a text module for a response. Salutations can be linked to one or more queues,
as described in the section about queues. A salutation is used only if a ticket from a queue
the salutation is linked to, is answered. To manage the different salutations of your system, use the "Salutations" link of the admin area (see Figure below).
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After a default installation there is already one salutation available, "system standard salutation (en)".
To create a new salutation, press the button "Add salutation", provide the required data and submit it (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
It is possible to use variables in salutations. When you respond to a ticket, the variable names will be replaced by their values.
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The different variables you can use in responses are listed in the lower part of the salutation screen. If you use, for example, the variable <OTRS_LAST_NAME> the last name of the ticket's sender will be included in your reply.
Note
As with other OTRS entities, salutations cannot be deleted, only deactivated by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
1.5.2. Signatures
Another text module for a response is the signature. Signatures can be linked to a queue, as
described in the section about the queues. Please note that a signature will only be appended
to a response text, if it has previously been linked to a queue. You can manage the signatures in your system by accessing the "Signatures" link of the Admin page, (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
After a fresh installation of OTRS, there is one predefined signature stored in your system,
"system standard signature (en)".
To create a new signature, press the button "Add signature", provide the needed data and submit it (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃
Like salutations, signatures can also contain dynamic content, such as the first and last name of the agent who answers the ticket. Here too, variables can be used to replace the content of the signature text for every ticket. See the lower part of the signatures screen for the variables which can be used. If you include the variable <OTRS_LAST_NAME> in a signature for example, the last name of the agent who answers the ticket will replace the variable.
Note
As with salutations, signatures too cannot be deleted, only deactivated by setting the
Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
1.5.3. Attachments
You can also optionally add one or more attachments to a response. If the response is selected, the attachments will be attached to the message composition window. If necessary, the agent can remove the attachment from an individual response before sending it to the customer.
Through the "Attachment" link of the Admin page, you can load the attachments into the database of the system (see Figure below).
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To create a new attachment, press the button "Add attachment", provide the required data and submit it (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
If an attachment is stored it can be linked to one or more responses. Click on the "Attachment
<-> Responses" link of the Admin page (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃✃
To associate different attachments with a specific response and vice versa, click on the corresponding response name or attachment (see below the Figures 5.27 and 5.28, respectively).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃✃✃
1.5.4. Responses
To speed up ticket processing and to standardize the look of answers, you can define responses in OTRS. A response can be linked to one or more queues and vice versa. In order to be able to use a response quickly, the different responses are displayed below every ticket in the QueueView or in "My Queues".
For a fresh OTRS installation, the "empty answer" response is set as the default for every queue. Clicking the "Responses" link on the Admin page brings you to the Responses management page (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To create a new response, click on the "Add response" button, provide the required data and submit it (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃
To add/remove responses to one or more queues, click on the "Responses <-> Queues" link on the Admin page (see Figure below). You can also use filters to get information regarding a specific entity.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To define the different responses that will be available for a queue and vice versa, click on the corresponding response or queue (see below the Figures 5.32 and 5.33, respectively).
64
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃
The structure of a response is self explanatory. It includes the salutation associated with the queue, then the text of the response, then the quoted ticket text, and finally the signature associated with the queue.
1.6. Auto responses
OTRS allows you to send automatic responses to customers based on the occurrence of certain events, such as the creation of a ticket in a specific queue, the receipt of a followup message in regards to a ticket, the closure or rejection of a ticket, etc. To manage such responses, click the link "Auto responses" on the Admin page (see Figure below).
65
✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To create an automatic response, click on the button "Add auto response", provide the needed data and submit it (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃
The subject and text of auto responses can be generated by variables, just as in signatures and salutations. If you insert, for example, the variable <OTRS_CUSTOMER_EMAIL[5]> into the body of the auto answer, the first 5 lines of the customer mail text will be inserted into the auto answer. You will find more details about the valid variables that can be used at the bottom of the screen shown in the Figure.
For every automatic answer, you can specify the event that should trigger it. The system events that are available after a default installation are described in the Table 5-3.
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Table 4.3. Events for Auto answers
Name auto reply auto reply/new ticket auto follow up auto reject auto remove
Description
Creation of a ticket in a certain queue.
Reopening of an already closed ticket, e.g. if a customer replies to such ticket.
Reception of a follow-up for a ticket.
Automatic rejection of a ticket, done by the system.
Deletion of a ticket, done by the system.
Note
As with other OTRS entities, auto responses too cannot be deleted, only deactivated, by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
To add an auto response to a queue, use the "Auto Response <-> Queues" link on the Admin page (see Figure below). All system events are listed for every queue, and an auto answer with the same event can be selected or removed via a listbox.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
To define the different auto responses that will be available for a queue, click on the corresponding queue name (see Figure below). It is also possible to edit an existing auto response - to do so, click on the response and edit in the same manner as editing a new auto response.
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃
1.7. Email addresses
To enable OTRS to send emails, you need a valid email address to be used by the system.
OTRS is capable of working with multiple email addresses, since many support installations need to use more than one. A queue can be linked to many email addresses, and vice versa.
The address used for outgoing messages from a queue can be set when the queue is created.
Use the "Email Addresses" link from the Admin page to manage all email addresses of the system (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
If you create a new mail address (see Figure below),you can select the queue or sub queue to be linked with it. This link enables the system to sort incoming messages via the address in the To: field of the mail into the right queue.
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃
Note
As with other OTRS entities, email addresses cannot be deleted, only deactivated by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
1.8. Notifications
OTRS allows notifications to be sent to agents and customers, based on the occurrence of certain events. Agents can set the system events for their own notifications via the
Through the "Agent Notifications" link on the Admin page, you can manage the notifications of your system (see Figure below). You can use filters to list only certain notifications.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
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You can customize the subject and the text of the notifications. Click on the notification you want to change from the list, and its content will get loaded for editing (see Figure). Please note that there is a notification with the same name for each of the available languages.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
Just as with signatures and salutations, it is possible to dynamically create the content of a notification, by using special variables. You can find a list of variables at the bottom of the screen shown in the Figure.
It is also possible to create notifications based on events. You can specify in detail when and to whom you want such a notification to be sent. You can choose from a wide variety of parameters, such as: recipient group(s), agent(s), role(s), email address(es), type of event triggering the notification, ticket-type, state, priority, queue, lock, service, SLA, etc.
In order to see a list of all event based notifications, click on the link "Notifications (Event)" on the Admin page (see Figure).
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As shown in Figure, you can create a new notification by clicking on the Add button (see
Figure).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃
Please note that the content of the event based notifications can also be dynamically created by using the special variables listed at the bottom of the screen shown in the Figure.
1.9. SMIME
OTRS can process incoming S/MIME encoded messages and sign outgoing mails. Before this
feature can be used, you need to activate it and change some configuration parameters in
the SysConfig.
The "S/MIME Certificates" link on the Admin page allows you to manage your S/MIME certificates (see Figure below). You can add or remove certificates, and also search through the SMIME data.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
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1.10. PGP
OTRS handles PGP keys, which allows you to encrypt/decrypt messages and to sign outgoing messages. Before this feature can be used, you need to activate it and change some
configuration parameters in the SysConfig.
Through the "PGP Keys" link on the Admin page, it is possible to manage the key ring of the user who shall be used for PGP with OTRS (see Figure below), e.g. the local OTRS user or the web server user. It is possible to add and remove keys and signatures, and you can search through all data in your key ring.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
1.11. States
Through the "States" link on the Admin page, you can manage the different ticket states you want to use in the system (see Figure below).
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After a default setup, there are some states defined:
• closed successful
• closed unsuccessful
• merged
• new
• open
• pending auto close+
• pending auto close-
• pending reminder
• removed
Every state is linked to a type, which needs to be specified if a new state is created. By default the state types are:
• closed
• merged
• new
• open
• pending auto
• pending reminder
• removed
1.12. SysConfig
The SysConfig link leads to the section where many OTRS configuration options are maintained.
The SysConfig link on the Admin page loads the graphical interface for system configuration
(see Figure below). You can upload your own configuration files for the system, as well as backup all your current settings into a file. Almost all configuration parameters of the OTRS framework and installed applications can be viewed and changed through this interface.
Since all configuration parameters are sorted into groups and sub groups, it is possible to navigate quickly through the vast number of existing parameters. It is also possible to perform a full-text search through all of the configuration parameters.
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✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
The graphical interface for system configuration is described in more detail in the chapter
"Configuring the system through the web interface".
1.13. Using mail accounts
There are several possibilities to transport new emails into the ticket system. One way is to
use a local MTA and the otrs.PostMaster.pl script that pipes the mails directly into the system.
Another possibility is the use of mail accounts which can be administrated through the web interface. The "PostMaster Mail Accounts" link on the Admin page loads the management console for the mail accounts (see Figure below). OTRS supports the mail protocols: POP3,
POP3S, IMAP and IMAPS.
✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
See the section about PostMaster Mail Accounts for more details.
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1.14. Filtering incoming email messages
OTRS has the capability to filter incoming email messages. For example, it is possible to put certain emails automatically into specified queues, or to set a specific state or ticket type for some mails. The filters apply to all incoming mails. You can manage your filters via the link
"PostMaster Filter" on the Admin page (see Figure below).
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A filter consists of one or more criteria that must be met in order for the defined actions to be executed on the email. Filter criteria may be defined for the headers or the body of an email, e.g. search for specific header entries, such as a sender address, or on strings in the body.
Even regular expressions can be used for extended pattern matching. If your filter matches, you can set fields using the X-OTRS headers in the GUI. These values will be applied when creating the ticket or follow-up message in OTRS. The Table 5-4 lists the different X-OTRS headers and their meaning.
Note: You also can use X-OTRS-FollowUp-* headers to set values for follow up emails.
Table 4.4. Function of the different X-OTRS-headers
Name
X-OTRS-Priority:
X-OTRS-Queue:
X-OTRS-Lock:
X-OTRS-Ignore:
Possible values
1 very low, 2 low, 3 normal, 4 high, 5 very high
Name of a queue in the system.
lock, unlock
Yes or True
Description
Sets the priority of a ticket.
Sets the queue where the ticket shall be sorted. If set in X-OTRS header, all other filter rules that try to sort a ticket into a specific queue are ignored. If you use a sub-queue, specify it as
"Parent::Sub".
Sets the lock state of a ticket.
If this X-OTRS header is set to
"Yes", the incoming message
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Name
X-OTRS-State:
X-OTRS-Type:
X-OTRS-Service:
X-OTRS-SLA:
X-OTRS-CustomerUser:
X-OTRS-CustomerNo:
X-OTRS-SenderType:
X-OTRS-ArticleType:
X-OTRS-DynamicField-
<DynamicFieldName>:
X-OTRS-Loop:
Possible values new, open, closed successful, closed unsuccessful, ...
X-OTRS-State-PendingTime: e. g. 2010-11-20 00:00:00 default (depends on your setup)
(depends on your setup)
(depends on your setup)
CustomerUser
CustomerNo agent, system, customer
Description will completely be ignored and never delivered to the system.
Sets the next state of the ticket.
Sets the pending time of a ticket (you also should sent a pending state via X-OTRS-
State).
Sets the type of a ticket (if
Ticket::Type is activated).
Sets the service of a ticket
(if Ticket::Service is active).
If you want to set a subservice you should specify it as "Parent::Sub".
Sets the SLA of a ticket
(if Ticket::Service support is active).
Sets the customer user for the ticket.
Sets the customer ID for this ticket.
Sets the type of the ticket sender.
Sets the article type for the incoming ticket.
email-external, emailinternal, email-notificationext, email-notification-int, phone, fax, sms, webrequest, note-internal, note-external, note-report
Depends on Dynamic
Field configuration (Text:
Notebook, Date: 2010-11-20
00:00:00, Integer: 1)
True
Saves an additional info value for the ticket on <DynamicFieldName>
Dynamic Field.
If this X-OTRS header is set, no auto answer is delivered to the sender of the message
(mail loop protection).
You should specify a name for every filter rule. Filter criteria can be specified in the section
"Filter Condition". Choose via the listboxes for "Header 1", "Header 2" and so on for the parts of the messages where you would like to search, and specify on the right side the values you wish to filter on. In the section "Set Email Headers", you can choose the actions that are triggered if the filter rules match. You can select for "Header 1", "Header 2" and so on to select the X-OTRS-Header and set the associated values (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
Example 4.1. Sort spam mails into a specific queue
A useful filter rule would be to let OTRS automatically move mails marked for spam ,by using a spam detection tool such as SpamAssassin, into the "Junk" queue. SpamAssassin adds the
"X-Spam-Flag" header to every checked mail. When the mail is marked as spam, the Header is set to "Yes". So the filter criteria would be "X-Spam-Flag: Yes". To create a filter rule with this criteria you can insert the name as, for example, "spam-mails". In the section for "Filter
Condition", choose "X-Spam-Flag:" for "Header 1" from the listbox. Insert "Yes" as value for this header. Now the filter criteria is specified. To make sure that all spam mails are placed into the "Junk" queue, choose in the section for "Set Email Headers", the "X-OTRS-Queue:" entry for "Header 1". Specify "Junk" as value for this header. Finally add the new filter rule to activate it for new messages in the system.
There are additional modules, that can be used to filter incoming messages more specifically.
These modules might be useful when dealing with larger, more complex systems.
1.15. Executing automated jobs with the GenericAgent
The GenericAgent is a tool to execute tasks automatically. In its absence such tasks would need to be done manually by an agent. The GenericAgent, for example, can close or move tickets, send notifications on escalated tickets, etc.
Click the link "GenericAgent" on the Admin page (see Figure below). A table with all automated jobs, that are currently configure to run in the system is displayed. These jobs can then be edited in order to run them manually or can be removed entirely.
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✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
Click the "Add job" button to create a new job. You first need to supply a name for the job in addition to the times when the job should be executed. Different criteria to target the tickets to work on and regarding what changes to apply to those tickets can also be set (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
On completion of the job creation, all affected tickets by the job are listed. This list helps you to verify that the job is working as intended. At this point no changes have been made to these tickets yet. The job will only be activated once it is saved into the job list.
1.16. Admin email
OTRS administrators can send messages to specific users or groups. The "Admin Notification" link on the Admin page opens the screen where the agents and groups that should be notified can be selected (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
It is possible to specify the sender, subject and body text of the notification. You can also select the agents, groups and roles who should receive the message.
1.17. Session management
You can see all logged in users and their session details by clicking the "Session Management" link in the admin area (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
Some statistics about all active sessions are displayed, e.g. how many agents and customer users are logged in and the number of active sessions. Any individual session can be removed by clicking on the ✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃ link on the right-hand side of the list. You also have the option to ✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃, which can be useful if you want to take the system offline. Detailed information for every session is available, too (see Figure below).
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
1.18. System Log
The "System Log" link on the Admin page shows the log entries of the system, reverse chronologically sorted with most recent first (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃
Each line in the log contains a time stamp, the log priority, the system component and the log entry itself.
Note
System logs are available via the web interface only on Linux / Unix systems. On
Windows systems, you can see the logs using a text editor by opening the file
[install_dir]otrs\var\log\otrs.log
.
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1.19. SQL queries via the SQL box
The "SQL Box" link on the Admin page opens a screen that lets you query the content of the tables in the OTRS database (see Figure below). It is not possible to change the content of the tables, only 'select' queries are allowed.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃
1.20. Package Manager
Using the "Package Manager" link on the Admin page, you can install and manage packages
that extend the functionality of OTRS (see Figure below). See the Additional applications
section for a discussion on the extensions that are available from the OTRS repositories.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
The Package Manager shows the OTRS addon packages you currently have installed on your server, together with their version numbers.
You can install packages from a remote host by selecting the repository in the
✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
section, and clicking the ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
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✃✃✃✃✃✃✃✃✃✃✃
button. The available packages are displayed in the corresponding table. The right side of the screen shows the available packages. To install a package, click on ✃✃✃✃✃✃✃. After installation, the package is displayed in the ✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃
section.
To upgrade an installed package, the list of available packages in the online repository will show ✃✃✃✃✃✃✃ in the Action column for any package that has a higher version than the one that is installed locally. Just click Upgrade and it will install the new package version on your system.
In some cases, such as when your OTRS system is not connected to the Internet, you can also install those packages that you have downloaded to a local disk. Click the ✃✃✃✃✃✃ button on the Actions side bar, and select the .opm file of the package on your disk. Click ✃✃✃✃ and then ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃. After the installation has been completed, the package is displayed in the ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ section. You can use the same steps for updating a package that is already installed.
In special cases, you might want to configure the Package Manager, e.g., to use a proxy or to use a local repository. Just take a look at the available options in SysConfig under
1.21. Web Services
The Web Services link leads to the graphical interface where web services (for the OTRS
Generic Interface) are created and maintained (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃
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The graphical interface for web services configuration is described in more detail in the
section "Web Service Graphical Interface".
1.22. Dynamic Fields
Dynamic Fields is the place where you setup and manage custom fields for tickets and articles
(see figure below).
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
The dynamic fields configuration is described in more detail in the section "Dynamic Fields
Each dynamic field type has its own configuration settings and therefore its own configuration screen.
Note
In the OTRS framework, dynamic fields can only be linked to tickets and articles by default, but they can be extended to other objects as well.
2. System Configuration
2.1. OTRS config files
All OTRS configuration files are stored in the directory Kernel and in its subdirectories. There is no need to manually change any other file than Kernel/Config.pm, because the rest of the files will be changed when the system gets upgraded. Just copy the configuration parameters from the other files into Kernel/Config.pm and change them as per your needs. This file will never be touched during the upgrade process, so your manual settings are safe.
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The file Kernel/Config/Defaults.pm contains the parameters of the central OTRS framework. It defines all basic system settings such as the mail configuration, database connection, default charset and standard language. The file Kernel/Config/Files/
Ticket.pm
contains all configuration parameters for the trouble ticket system.
In the directory Kernel/Config/Files there are some other files that are parsed when the
OTRS login page is accessed. If additional applications like the FAQ or the File Manager are installed, the configuration files for those can also be found in the mentioned path.
If the OTRS web interface is accessed, all .xml files in the Kernel/Config/Files directory are parsed in alphabetical order, and the settings for the central framework and additional applications will be loaded. Afterwards, the settings in the files Kernel/
Config/Files/ZZZAAuto.pm
, Kernel/Config/Files/ZZZAuto.pm and Kernel/Config/
Files/ZZZProcessManagement.pm
(if it exists) will be evaluated. These files are used by the graphical interface for system configuration caching and should never be changed manually. Lastly, the file Kernel/Config.pm that contains your individual settings and manually changed configuration parameters, will be parsed. Reading the configuration files in this order makes sure that your specific configuration settings are used by the system.
2.2. Configuring the system through the web interface
Since OTRS 2.0, nearly all configuration parameters of the central framework or additional installed applications, can be changed easily with the graphical interface for system configuration. Log in as OTRS administrator and follow the SysConfig link on the Admin page to execute the new configuration tool (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃
OTRS currently has over 600 configuration parameters, and there are different ways to quickly access a specific one. With the full text search, all configuration parameters can be scanned for one or more keywords. The full text search not only searches through the names of the configuration parameters, but also through the descriptions of the parameters. This allows an element to be found easily even if its name is unknown.
Furthermore, all configuration parameters are sorted in main groups and sub groups. The main group represents the application that the configuration parameter belongs to, e.g.
"Framework" for the central OTRS framework, "Ticket" for the ticket system, "FAQ" for the
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FAQ system, and so on. The sub groups can be accessed if the application is selected from the groups listbox and the "Select group" button is pressed.
Every configuration parameter can be turned on or off via a checkbox. If the parameter is turned off, the system will ignore this parameter or use a default. It is possible to switch a changed configuration parameter back to the system default using the Reset link. The Update button submits all changes to system configuration parameters.
If you want to save all the changes you made to your system's configuration, for example to setup a new installation quickly, you can use the "Export settings" button, which will create a .pm file. To restore your own settings, just press the "Import settings" and select the .pm
created before.
Note
For security reasons, the configuration parameters for the database connection cannot be changed in the SysConfig section. They have to be set manually in Kernel/
Config.pm
.
3. Backing up the system
This chapter describes the backup and restore of the OTRS data.
3.1. Backup
There are two types of data to backup: application files (e.g. the files in /opt/otrs), and the data stored in the database.
To simplify backups, the script scripts/backup.pl is included with every OTRS installation.
It can be run to backup all important data (see Script below).
linux:/opt/otrs# cd scripts/ linux:/opt/otrs/scripts# ./backup.pl --help backup.pl <Revision 1.1> - backup script
Copyright (c) 2001-2005 Martin Edenhofer <[email protected]> usage: backup.pl -d /data_backup/ [-c bzip2|gzip] [-r 30] [-t nofullbackup] linux:/opt/otrs/scripts#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃
Execute the command specified in the script below to create a backup: linux:/opt/otrs/scripts# ./backup.pl -d /backup/
Backup /backup//2010-09-07_14-28/Config.tar.gz ... done
Backup /backup//2010-09-07_14-28/Application.tar.gz ... done
Dump MySQL rdbms ... done
Compress SQL-file... done linux:/opt/otrs/scripts#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃
All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below).
Additionally, the data was saved into a .tar.gz file.
linux:/opt/otrs/scripts# ls /backup/2010-09-07_14-28/
Application.tar.gz Config.tar.gz DatabaseBackup.sql.gz
linux:/opt/otrs/scripts#
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃
3.2. Restore
To restore a backup, the saved application data has to be written back into the installation directory, e.g. /opt/otrs. Also the database has to be restored.
A script scripts/restore.pl (see Script below), which simplifies the restore process, is shipped with every OTRS installation. It supports MySQL and PostgreSQL.
linux:/opt/otrs/scripts# ./restore.pl --help restore.pl <Revision 1.1> - restore script
Copyright (c) 2001-2005 Martin Edenhofer <[email protected]> usage: restore.pl -b /data_backup/<TIME>/ -d /opt/otrs/ linux:/opt/otrs/scripts#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
Data that is stored, for example, in the directory /backup/2010-09-07_14-28/, can be restored with the command specified in the script below, assuming the OTRS installation is at /opt/otrs.
linux:/opt/otrs/scripts# ./restore.pl -b /backup/2010-09-07_14-28 -d /opt/otrs/
Restore /backup/2010-09-07_14-28//Config.tar.gz ...
Restore /backup/2010-09-07_14-28//Application.tar.gz ...
create MySQL decompresses SQL-file ...
cat SQL-file into MySQL database compress SQL-file...
linux:/opt/otrs/scripts#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃
4. Email settings
4.1. Sending/Receiving emails
4.1.1. Sending emails
4.1.1.1. Via Sendmail (default)
OTRS can send out emails via Sendmail , Postfix , Qmail or Exim ). The default configuration is to use Sendmail and should work out-of-the-box.
You can configure the sendmail settings via the graphical configuration frontend
(Framework::Core::Sendmail)
4.1.1.2. Via SMTP server or smarthost
OTRS can send emails via SMTP ( Simple Mail Transfer Protocol / RFC 821 ) or Secure SMTP.
You will want to use this on non-UNIX platforms (e.g. Windows).
The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).
If you don't see SMTPS available as an option, the required Perl modules are missing. In that
case, please refer to "Installation of Perl modules required for OTRS" for instructions.
4.1.2. Receiving emails
4.1.2.1. Mail accounts configured via the OTRS GUI
OTRS is able to receive emails from POP3, POP3S, IMAP, and IMAPS mail accounts.
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Configure your mail accounts via the PostMaster Mail Accounts link on the Admin page.
If a new mail account is to be created (see Figure below), then its mail server name, login name and password must be specified. Also, you need to select the mail server type, which can be POP3, POP3S, IMAP or IMAPS. If you don't see your server type available as an option, the required Perl modules are missing on your system. In that case, please refer to
"Installation of Perl modules required for OTRS" for instructions.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃
If you select Yes for the value of the Trusted option, any X-OTRS headers attached to an incoming message are evaluated and executed. Because the X-OTRS header can execute some actions in the ticket system, you should set the Trusted option to Yes only for known
irrespective of the Trusted option's setting.
The distribution of incoming messages can be controlled if they need to be sorted by queue or by the content of the "To:" field. For the Dispatching field, if "Dispatching by selected queue" is selected, all incoming messages will be sorted into the specified queue. The address where the mail was sent to is disregarded in this case. If "Dispatching by email To: field" is selected, the system checks if a queue is linked with the address in the To: field of the incoming mail.
You can link an address to a queue in the E-mail address management section of the Admin
page. If the address in the To: field is linked with a queue, the new message will be sorted into the linked queue. If no link is found between the address in the To: field and any queue, then
the message flows into the "Raw" queue in the system, which is the PostmasterDefaultQueue
after a default installation.
All data for the mail accounts are saved in the OTRS database. The otrs.PostMasterMailbox.pl
script, which is located in the bin directory of your OTRS installation, uses the settings in the database and fetches the mail. You can execute ./bin/ otrs.PostMasterMailbox.pl
manually to check if all your mail settings are working properly.
On a normal installation, the mail will be fetched every 10 minutes by the postmaster_mailbox cron job. For further information about modifying cron jobs, please
refer to the "Setting up the cron jobs for OTRS" section.
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Note
When fetching mail, OTRS deletes the mail from the POP or IMAP server. There is no option to also keep a copy on the server. If you want to retain a copy on the server, you should create forwarding rules on your mail server. Please consult your mail server documentation for details.
4.1.2.2. Via command line program and procmail
(otrs.PostMaster.pl)
If you cannot use mail accounts to get the email into OTRS, the command line program bin/ otrs.PostMaster.pl
might be a way around the problem. It takes the mails via STDIN and pipes them directly into OTRS. That means email will be available in your OTRS system if the
MDA (mail delivery agent, e.g. procmail) executes this program.
To test bin/otrs.PostMaster.pl without an MDA, execute the command of the following script.
linux:/opt/otrs# cd bin linux:/opt/otrs/bin# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl
linux:/opt/otrs/bin#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃
If the email is shown in the QueueView, then your setup is working.
Procmail is a very common e-mail filter in Linux environments. It is installed on most systems.
If not, have a look at the
✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
.
To configure procmail for OTRS (based upon a procmail configured MTA such as sendmail, postfix, exim or qmail), use the ~otrs/.procmailrc.dist file and copy it to .procmailrc
and add the lines of the script below.
SYS_HOME=$HOME
PATH=/bin:/usr/bin:/usr/local/bin
# --
# Pipe all email into the PostMaster process.
# --
:0 :
| $SYS_HOME/bin/otrs.PostMaster.pl
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃
All email sent to the local OTRS user will be piped into bin/otrs.PostMaster.pl and then shown in your QueueView.
4.1.2.3. Fetching emails via POP3 or IMAP and fetchmail for otrs.PostMaster.pl
In order to get email from your mail server, via a POP3 or IMAP mailbox, to the OTRS machine/ local OTRS account and to procmail, use fetchmail .
Note
A working SMTP configuration on the OTRS machine is required.
You can use the .fetchmailrc.dist in the home directory of OTRS and copy it to
.fetchmailrc
. Modfiy/change it for your needs (see the Example 7-1 below).
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Example 4.2. .fetchmailrc
#poll (mailserver) protocol POP3 user (user) password (password) is (localuser) poll mail.example.com protocol POP3 user joe password mama is otrs
Don't forget to set the .fetchmailrc to 710 ("chmod 710 .fetchmailrc")!
With the .fetchmailrc from the Example 7-1 above, all email will be forwarded to the local
OTRS account, if the command fetchmail -a is executed. Set up a cronjob with this command if you want to fetch the mails regularly.
4.1.2.4. Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)
If you use the bin/otrs.PostMaster.pl or bin/otrs.PostMasterMailbox.pl method, you can insert or modify X-OTRS header entries with the PostMaster filter modules. With the X-OTRS headers, the ticket system can execute some actions on incoming mails, sort them into a specific queue, change the priority or change the customer ID, for example. More information
about the X-OTRS headers are available in the section about adding mail accounts from the
OTRS Admin page.
There are some default filter modules:
Note
The job name (e.g. $Self->{'PostMaster::PreFilterModule'}->{'JobName'}) needs to be unique!
Kernel::System::PostMaster::Filter::Match is a default module to match on some email header
(e.g. From, To, Subject, ...). It can set new email headers (e.g. X-OTRS-Ignore: yes or X-OTRS-
Queue: spam) if a filter rule matches. The jobs of the Example 7-2 can be inserted in Kernel/
Config.pm
Example 4.3. Example jobs for the filter module
Kernel::System::PostMaster::Filter::Match
# Job Name: 1-Match
# (block/ignore all spam email with From: noreply@)
$Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
From => 'noreply@',
},
Set => {
'X-OTRS-Ignore' => 'yes',
},
};
# Job Name: 2-Match
# (sort emails with From: [email protected] and Subject: **ORDER**
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => '[email protected]',
Subject => '**ORDER**',
},
Set => {
'X-OTRS-Queue' => 'Order',
},
89
};
Kernel::System::PostMaster::Filter::CMD is a default module to pipe the email into an external command. The output is given to STDOUT and if the result is true, then set new email header
(e.g. X-OTRS-Ignore: yes or X-OTRS-Queue: spam). The Example 7-3 can be used in Kernel/
Config.pm
Example 4.4. Example job for the filter module
Kernel::System::PostMaster::Filter::CMD
# Job Name: 5-SpamAssassin
# (SpamAssassin example setup, ignore spam emails)
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
Module => 'Kernel::System::PostMaster::Filter::CMD',
CMD => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"',
Set => {
'X-OTRS-Ignore' => 'yes',
},
};
Of course it's also possible to develop your own PostMaster filter modules.
4.2. Secure email with PGP
OTRS has the capability to sign or encrypt outgoing messages with PGP. Furthermore, encrypted incoming messages can be decrypted. Encryption and decryption are done with the GPL tool GnuPG. To setup GnuPG for OTRS, the following steps have to be performed:
1. Install GnuPG, via the package manager of your operating system.
2. Configure GnuPG for use with OTRS. The necessary directories for GnuPG and a private key have to be created. The command shown in the script below has to be executed as user 'otrs' from a shell.
linux:~# su otrs
linux:/root$ cd
linux:~$ pwd
/opt/otrs
linux:~$ gpg --gen-key
gpg (GnuPG) 1.4.2; Copyright (C) 2005 Free Software Foundation, Inc.
This program comes with ABSOLUTELY NO WARRANTY.
This is free software, and you are welcome to redistribute it
under certain conditions. See the file COPYING for details.
gpg: directory `/opt/otrs/.gnupg' created
gpg: new configuration file `/opt/otrs/.gnupg/gpg.conf' created
gpg: WARNING: options in `/opt/otrs/.gnupg/gpg.conf' are not yet active during t
his run
gpg: keyring `/opt/otrs/.gnupg/secring.gpg' created
gpg: keyring `/opt/otrs/.gnupg/pubring.gpg' created
Please select what kind of key you want:
(1) DSA and Elgamal (default)
(2) DSA (sign only)
(5) RSA (sign only)
Your selection? 1
DSA keypair will have 1024 bits.
ELG-E keys may be between 1024 and 4096 bits long.
What keysize do you want? (2048)
Requested keysize is 2048 bits
Please specify how long the key should be valid.
0 = key does not expire
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<n> = key expires in n days
<n>w = key expires in n weeks
<n>m = key expires in n months
<n>y = key expires in n years
Key is valid for? (0)
Key does not expire at all
Is this correct? (y/N) y
You need a user ID to identify your key; the software constructs the user ID
from the Real Name, Comment and Email Address in this form:
"Heinrich Heine (Der Dichter) <[email protected]>"
Real name: Ticket System
Email address: [email protected]
Comment: Private PGP Key for the ticket system with address [email protected]
You selected this USER-ID:
"Ticket System (Private PGP Key for the ticket system with address support@examp
le.com) <[email protected]>"
Change (N)ame, (C)omment, (E)mail or (O)kay/(Q)uit? O
You need a Passphrase to protect your secret key.
Passphrase: secret
Repeat passphrase: secret
We need to generate a lot of random bytes. It is a good idea to perform
some other action (type on the keyboard, move the mouse, utilize the
disks) during the prime generation; this gives the random number
generator a better chance to gain enough entropy.
++++++++++.+++++++++++++++++++++++++....+++++.+++++...+++++++++++++++++++++++++.
+++++++++++++++++++++++++.+++++.+++++.+++++++++++++++++++++++++>++++++++++>+++++
.......>+++++<+++++................................+++++
Not enough random bytes available. Please do some other work to give
the OS a chance to collect more entropy! (Need 280 more bytes)
++++++++++.+++++..++++++++++..+++++....++++++++++++++++++++.+++++++++++++++.++++
++++++++++++++++++++++++++.++++++++++.+++++++++++++++.++++++++++.+++++++++++++++
..+++++>.+++++....>+++++........................................................
...........................................................>+++++<+++++.........
.............+++++^^^
gpg: /opt/otrs/.gnupg/trustdb.gpg: trustdb created
gpg: key 7245A970 marked as ultimately trusted
public and secret key created and signed.
gpg: checking the trustdb
gpg: 3 marginal(s) needed, 1 complete(s) needed, PGP trust model
gpg: depth: 0 valid: 1 signed: 0 trust: 0-, 0q, 0n, 0m, 0f, 1u
pub 1024D/7245A970 2006-02-03
Key fingerprint = 2ED5 BC36 D2B6 B055 7EE1 5833 1D7B F967 7245 A970
uid Ticket System (Private pgp key for ticket system with addre
ss [email protected]) <[email protected]>
sub 2048g/52B97069 2006-02-03
linux:~$
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃
As shown in the script below, the default settings can be applied for most of the required parameters. Only the values for the key owner have to be entered correctly, with a proper password specified for the key.
3. Now OTRS has to be made ready to use PGP. From the Admin console, open the SysConfig interface and search for "PGP". Select the sub group Crypt::PGP from the search results.
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In the screen for the PGP settings, PGP should be activated for OTRS (first option). Also, the path to the gpg program should be set and checked.
The next config setting (PGP::Options) may also require changing. Via this config setting, the parameters that are used for every execution of gpg by the 'otrs' user can be specified.
In particular, the directory of the config files for GnuPG of the 'otrs' user is important. In the example /opt/otrs/.gnupg is used. This directory was created earlier during the PGP configuration.
Via the next config option (PGP::Key::Password) it is possible to specify the pairs of key IDs and their passwords for own private keys. Because communication partners from outside write to the ticket system with their messages encrypted with your public key, OTRS can decrypt these messages with the ID/passwords specified here.
How to get the id of your own private key? The ID of your own private key is already shown during the key generation (see step 1 from above). It is also possible to get the ID if the command specified in the following script is executed as user 'otrs':
linux:~# su otrs
linux:/root$ cd
linux:~$ pwd
/opt/otrs
linux:~$ gpg --list-keys
/opt/otrs/.gnupg/pubring.gpg
----------------------------
pub 1024D/7245A970 2006-02-03
uid Ticket System (Private pgp key for ticket system with
address [email protected]) <[email protected]>
sub 2048g/52B97069 2006-02-03
linux:~$
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃ ✃✃ ✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃
The ID of the private key can be found in the line that starts with "sub". It is a hexadecimal string that is eight characters long, in the example above it is "52B97069". The password you have to specify for this key in the ticket system is the same that was given during key generation.
After this data is inserted, the "Update" button can be used to save the settings. OTRS is ready to receive and decrypt encoded messages now.
4. Finally, import a customer's public key. This ensures that encrypted messages can be sent out to this customer. There are two ways to import a public key of a customer.
The first way is to specify the public key of a customer in the customer management interface.
The second way is to specify the key via the PGP settings, reachable from the Admin page. On the right section of this screen, all already imported public keys of customers are displayed. After PGP has been activated and configured for OTRS, your own public key should also be listed there. In the left area of the PGP setting screen it is possible to search for keys. Also, a new public key can be uploaded into the system from a file.
92
The files with the public key that need to be imported into OTRS have to be GnuPGP compatible key files. In most cases, the key stored in a file is an "ASCII armored key". OTRS can deal with this format.
4.3. Secure email with S/MIME
At first glance, encryption with S/MIME seems a little more complicated than with PGP. First, you have to establish a Certification Authority (CA) for the OTRS system. The subsequent steps are very much like those needed with PGP: configure OTRS, install your own certificate, import other public certificates as needed, etc.
The S/MIME configuration is conducted outside the OTRS web interface for the most part, and should be carried out in a shell by the 'otrs' user. The MIME configuration under Linux is based on SSL (OpenSSL). Therefore, check first of all whether the OpenSSL package is installed on your system. The OpenSSL package includes a script called CA.pl, with which the most important steps of certificate creation can be performed. To simplify the procedure, find out where in the filesystem the CA.pl script is stored and enter the location temporarily into the PATH variable of the shell (see Script below).
otrs@linux:~> rpm -ql openssl | grep CA
/usr/share/ssl/misc/CA.pl
otrs@linux:~> export PATH=$PATH:/usr/share/ssl/misc otrs@linux:~> which CA.pl
/usr/share/ssl/misc/CA.pl
otrs@linux:~> mkdir tmp; cd tmp otrs@linux:~/tmp>
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
The script above shows that a new temporary directory ~/tmp has been created, in which the certificate is to be generated.
To create a certificate, perform the following operations in the command line (we assume that the OTRS administrator has to create a SSL certificate for test and learning purposes. In case you already have a certified SSL certificate for the encryption, use it and skip these steps):
1. Establish your own Certification Authority for SSL. You need it to certify the request for your own SSL certificate (see Script below).
otrs@linux:~/tmp> CA.pl -newca
CA certificate filename (or enter to create)
Making CA certificate ...
Generating a 1024 bit RSA private key
...++++++
......++++++ writing new private key to './demoCA/private/cakey.pem'
Enter PEM pass phrase:
Verifying - Enter PEM pass phrase:
-----
You are about to be asked to enter information that will be incorporated into your certificate request.
What you are about to enter is what is called a Distinguished Name or a DN.
There are quite a few fields but you can leave some blank
For some fields there will be a default value,
If you enter '.', the field will be left blank.
-----
Country Name (2 letter code) [AU]:DE
State or Province Name (full name) [Some-State]:OTRS-state
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Locality Name (eg, city) []:OTRS-town
Organization Name (eg, company) [Internet Widgits Pty Ltd]:Your company
Organizational Unit Name (eg, section) []:
Common Name (eg, YOUR name) []:OTRS Admin
Email Address []:[email protected]
otrs@linux:~/tmp> ls -la demoCA/ total 8
-rw-r--r-- 1 otrs otrs 1330 2006-01-08 17:54 cacert.pem
drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 certs drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 crl
-rw-r--r-- 1 otrs otrs 0 2006-01-08 17:53 index.txt
drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 newcerts drwxr-xr-x 2 otrs otrs 80 2006-01-08 17:54 private
-rw-r--r-- 1 otrs otrs 17 2006-01-08 17:54 serial otrs@linux:~/tmp>
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃
✃✃✃✃
2. Generate a certificate request (see Script below).
otrs@linux:~/tmp> CA.pl -newreq
Generating a 1024 bit RSA private key
..........................................++++++
....++++++ writing new private key to 'newreq.pem'
Enter PEM pass phrase:
Verifying - Enter PEM pass phrase:
-----
You are about to be asked to enter information that will be incorporated into your certificate request.
What you are about to enter is what is called a Distinguished Name or a DN.
There are quite a few fields but you can leave some blank
For some fields there will be a default value,
If you enter '.', the field will be left blank.
-----
Country Name (2 letter code) [AU]:DE\keyreturn
State or Province Name (full name) [Some-State]:OTRS-state
Locality Name (eg, city) []:OTRS-town
Organization Name (eg, company) [Internet Widgits Pty Ltd]:Your company
Organizational Unit Name (eg, section) []:
Common Name (eg, YOUR name) []:OTRS admin
Email Address []:[email protected]
Please enter the following 'extra' attributes to be sent with your certificate request
A challenge password []:
An optional company name []:
Request (and private key) is in newreq.pem
otrs@linux:~/tmp> ls -la total 4 drwxr-xr-x 6 otrs otrs 232 2006-01-08 17:54 demoCA
-rw-r--r-- 1 otrs otrs 1708 2006-01-08 18:04 newreq.pem
otrs@linux:~/tmp>
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
3. Signing of the certificate request. The certificate request can either be signed and thereby certified by your own CA, or made more credible by being signed by another external certified CA (see Script below).
94
otrs@linux:~/tmp> CA.pl -signreq
Using configuration from /etc/ssl/openssl.cnf
Enter pass phrase for ./demoCA/private/cakey.pem:
Check that the request matches the signature
Signature ok
Certificate Details:
Serial Number:
fd:85:f6:9f:14:07:16:c8
Validity
Not Before: Jan 8 17:04:37 2006 GMT
Not After : Jan 8 17:04:37 2007 GMT
Subject:
countryName = DE
stateOrProvinceName = OTRS-state
localityName = OTRS-town
organizationName = Your Company
commonName = OTRS administrator
emailAddress = [email protected]
X509v3 extensions:
X509v3 Basic Constraints:
CA:FALSE
Netscape Comment:
OpenSSL Generated Certificate
X509v3 Subject Key Identifier:
01:D9:1E:58:C0:6D:BF:27:ED:37:34:14:D6:04:AC:C4:64:98:7A:22
X509v3 Authority Key Identifier:
keyid:10:4D:8D:4C:93:FD:2C:AA:9A:B3:26:80:6B:F5:D5:31:E2:8E:DB:A8
DirName:/C=DE/ST=OTRS-state/L=OTRS-town/O=Your Company/
CN=OTRS admin/[email protected]
serial:FD:85:F6:9F:14:07:16:C7
Certificate is to be certified until Jan 8 17:04:37 2007 GMT (365 days)
Sign the certificate? [y/n]:y
1 out of 1 certificate requests certified, commit? [y/n]y
Write out database with 1 new entries
Data Base Updated
Signed certificate is in newcert.pem
otrs@linux:~/tmp>
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
4. Generate your own certificate, and all data going with it, using the signed certificate request (see Script below).
otrs@linux:~/tmp> CA.pl -pkcs12 "OTRS Certificate"
Enter pass phrase for newreq.pem:
Enter Export Password:
Verifying - Enter Export Password: otrs@linux:~/tmp> ls -la total 12 drwxr-xr-x 6 otrs otrs 328 2006-01-08 18:04 demoCA
-rw-r--r-- 1 otrs otrs 3090 2006-01-08 18:13 newcert.p12
-rw-r--r-- 1 otrs otrs 3791 2006-01-08 18:04 newcert.pem
-rw-r--r-- 1 otrs otrs 1708 2006-01-08 18:04 newreq.pem
otrs@linux:~/tmp>
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃
Now that these operations have been performed, the S/MIME setup must be completed in
OTRS.
95
This part of the setup is carried out in the Admin page, choosing the link "SMIME". In case
the general S/MIME support in OTRS has not yet been enabled, the mask points this out to the administrator and provides an appropriate link for enabling it.
With the SysConfig group "Crypt::SMIME", you can also enable and configure the general S/
MIME support.
Here you can activate S/MIME support, and define the paths for the OpenSSL command and the directory for the certificates. The key file created above must be stored in the directory indicated here. Otherwise OpenSSL cannot use it.
The next step is performed in the S/MIME configuration on the OTRS Admin page. Here, you
can import the private key(s) of the OTRS system and the public keys of other communication partners. Enter the public key that has been created in the beginning of this section and added to OTRS.
Obviously, all public S/MIME keys of communication partners can be imported using the
customer administration tool as well.
5. Using external backends
5.1. Customer data
OTRS works with many customer data attributes such as username, email address, phone number, etc. These attributes are displayed in both the Agent and the Customer frontends, and also used for the authentication of customers.
Customer data used or displayed within OTRS is highly customizable. The following information is however always needed for customer authentication:
• User login
• Email address
• Customer ID
Use the configuration parameters of the following script in your Kernel/Config.pm file, if you want to display customer information in your agent interface.
# Ticket::Frontend::CustomerInfo*
# (show customer info on Compose (Phone and Email), Zoom and
# Queue view)
$Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
$Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
$Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0;
✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
5.2. Customer user backend
✃✃✃✃✃✃✃✃✃✃✃✃✃
You can use two types of customer backends, DB and LDAP. If you already have another customer backend (e.g. SAP), it is of course possible to write a module that uses it.
5.2.1. Database (Default)
Example 11-1 shows the configuration of a DB customer backend, which uses customer data stored in the OTRS database.
96
Example 4.5. Configuring a DB customer backend
# CustomerUser (customer database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database Datasource',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the required settings
# DSN => 'DBI:odbc:yourdsn',
# Type => 'mssql', # only for ODBC connections
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',
# if your frontend is unicode and the charset of your
# customer database server is iso-8859-1, use these options.
# SourceCharset => 'iso-8859-1',
# DestCharset => 'utf-8',
# CaseSensitive will control if the SQL statements need LOWER()
# function calls to work case insensitively. Setting this to
# 1 will improve performance dramatically on large databases.
CaseSensitive => 0,
},
# customer unique id
CustomerKey => 'login',
# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['title','first_name','last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly, http-link-target
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
# [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?
Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=
$Data{"ArticleID"}', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
97
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
If you want to customize the customer data, change the column headers or add new ones to the customer_user table in the OTRS database. As an example, the script below shows how to add a new field for room number.
linux:~# mysql -p
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 116 to server version: 5.0.18-Debian_7-log
Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
mysql> use otrs;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A
Database changed mysql> ALTER TABLE customer_user ADD room VARCHAR (250);
Query OK, 1 rows affected (0.01 sec)
Records: 1 Duplicates: 0 Warnings: 0 mysql> quit
Bye linux:~#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃ ✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃
Now add the new column to the MAP array in Kernel/Config.pm, as shown in the following script.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[...]
[ 'UserRoom', 'Room', 'room', 0, 1, 'var', '', 0 ],
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃ ✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃
It is also possible to edit all of this customer information via the Customers link in the Agent interface.
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5.2.1.1. Customer with multiple IDs (Company tickets)
It is possible to assign more than one customer ID to a customer. This can be useful if a customer must access tickets of other customers, e.g. a supervisor wants to watch the tickets of his assistants. If a customer can access the tickets of another customer, the company ticket feature of OTRS is used. Company tickets can be accessed via the "Company Tickets" link in the customer panel.
To use company tickets, a new column with the IDs that should be accessible for a customer, has to be added to the customer_user table in the OTRS database (see Script below).
linux:~# mysql -p
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 124 to server version: 5.0.18-Debian_7-log
Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
mysql> use otrs;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A
Database changed mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250);
Query OK, 1 rows affected (0.02 sec)
Records: 1 Duplicates: 0 Warnings: 0 mysql> quit
Bye linux:~#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃ ✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃
Now the new column has to be added to the MAP array in Kernel/Config.pm, as shown in the script below.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃ ✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃
Now, the new column for the multiple customer IDs can be edited via the Agent interface, in the section for the customer management.
To ensure that one customer can access the tickets of other customers, add the IDs of these other users into the new field for the multiple customer IDs. Each ID has to be separated by a semicolon (see Example 11-2 below).
Example 4.6. Using company tickets with a DB backend
The customers A, B and C exist in your system, and A wants to have access to the tickets of
B and C via the customer panel. B and C should have no access to the tickets of other users.
To realize this setup, change the customer_user table and the mapping in Kernel/Config.pm
as described above. Then load the settings for customer A via the Customers link in the
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Agent interface or via the Admin page. If the settings are displayed, add into the field for
CustomerIDs the values "B;C;".
5.2.2. LDAP
If you have a LDAP directory with your customer data, you can use it as the customer backend with OTRS, as shown in Example 11-3.
Example 4.7. Configuring an LDAP customer backend
# CustomerUser
# (customer ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'LDAP Data Source',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'bay.csuhayward.edu',
# ldap base dn
BaseDN => 'ou=seas,o=csuh',
# search scope (one|sub)
SSCOPE => 'sub',
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
UserDN => '',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
AlwaysFilter => '',
# if both your frontend and your LDAP are unicode, use this:
SourceCharset => 'utf-8',
DestCharset => 'utf-8',
# if your frontend is unicode and the charset of your
# ldap server is iso-8859-1, use these options.
# SourceCharset => 'iso-8859-1',
# DestCharset => 'utf-8',
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer unique id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add an ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=locked))',
# administrator can't change customer preferences
AdminSetPreferences => 0,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID are mandatory!
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# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
};
If additional customer attributes are stored in your LDAP directory, such as a manager's name, a mobile phone number, or a department, and if you want to display this information in
OTRS, just expand the MAP array in Kernel/Config.pm with the entries for these attributes, as shown in the following script.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[...]
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
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✃✃✃✃✃
5.2.2.1. Customer with multiple IDs (Company tickets)
It is possible to assign more than one Customer ID to a customer, when using an LDAP backend. To use company tickets, a new field has to be added to the LDAP directory that contains the IDs accessible by the customer.
If the new field in the LDAP directory has been created, the new entry has to be added to the
MAP array in Kernel/Config.pm, as shown in the script below.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃
The field for the multiple customer IDs has to be edited directly in the LDAP directory. OTRS can only read from LDAP, not write to it.
To ensure access by a customer to the tickets of other customers, add the customer IDs of the customers whose tickets should be accessed to the new field in your LDAP directory. Each
ID has to be separated by a semicolon (see Example 11-4 below).
Example 4.8. Using Company tickets with an LDAP backend
The customers A, B and C exist in your system and A wants to have access to the tickets of
B and C via the customer panel. B and C should have no access to tickets of other users.
To realize this setup, change the LDAP directory and the mapping in Kernel/Config.pm as described above. Then add into the field for CustomerIDs the values "B;C;" for customer A in your LDAP directory.
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5.2.3. Using more than one customer backend with OTRS
If you want to utilize more than one customer data source used with OTRS (e.g. an LDAP and a database backend), the CustomerUser config parameter should be expanded with a number, e.g. "CustomerUser1", "CustomerUser2" (see Example 11-5 below).
Example 4.9. Using more than one customer backend with OTRS
The following configuration example shows usage of both an LDAP and a database customer backend with OTRS.
# 1. Customer user backend: DB
# (customer database backend and settings)
$Self->{CustomerUser1} = {
Name => 'Customer Database',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# Type => 'mssql', # only for ODBC connections
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',
},
# customer unique id
CustomerKey = 'login',
# customer #
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['title','first_name','last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly, http-link-target
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
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[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
# 2. Customer user backend: LDAP
# (customer ldap backend and settings)
$Self->{CustomerUser2} = {
Name => 'LDAP Datasource',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'bay.csuhayward.edu',
# ldap base dn
BaseDN => 'ou=seas,o=csuh',
# search scope (one|sub)
SSCOPE => 'sub',
# # The following is valid but would only be necessary if the
# # anonymous user does NOT have permission to read from the LDAP tree
UserDN => '',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
AlwaysFilter => '',
# if both your frontend and your LDAP are unicode, use this:
# SourceCharset => 'utf-8',
# DestCharset => 'utf-8',
# if your frontend is e. g. iso-8859-1 and the character set of your
# ldap server is utf-8, use these options:
# SourceCharset => 'utf-8',
# DestCharset => 'iso-8859-1',
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer unique id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=locked))',
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# admin can't change customer preferences
AdminSetPreferences => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
};
It is possible to integrate up to 10 different customer backends. Use the customer management interface in OTRS to view or edit (assuming write access is enabled) all customer data.
5.3. Backends to authenticate Agents and Customers
OTRS offers the option to authenticate agents and customers against different backends.
5.3.1. Authentication backends for Agents
5.3.1.1. DB (Default)
The backend to authenticate agents which is used by default is the OTRS database. Agents
can be added and edited via the agent management interface in the Admin page (see
Example 11-6 below).
Example 4.10. Authenticate agents against a DB backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::DB';
5.3.1.2. LDAP
If an LDAP directory has all your agent data stored, you can use the LDAP module to authenticate your users in OTRS (see Example 11-7 below). This module has only read access
Example 4.11. Authenticate agents against an LDAP backend
# This is an example configuration for an LDAP auth. backend.
# (Make sure Net::LDAP is installed!)
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ldap.example.com';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'uid';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
# for ldap posixGroups objectclass (just uid)
# $Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
104
# $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self->{'AuthModule::LDAP::SearchUserDN'} = '';
$Self->{'AuthModule::LDAP::SearchUserPw'} = '';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
$Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
# $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
The configuration parameters shown in the script below can be used to synchronize the user data from your LDAP directory into your local OTRS database. This reduces the number of requests to your LDAP server and speeds up the authentication with OTRS. The data synchronization is done when the agent authenticates the first time. Although the data can be syncronized into the local OTRS database, the LDAP directory is the last instance for the authentication, so an inactive user in the LDAP tree can't authenticate to OTRS, even when the account data is already stored in the OTRS database. The agent data in the LDAP directory can't be edited via the web interface of OTRS, so the data has to be managed directly in the LDAP tree.
# defines AuthSyncBackend (AuthSyncModule) for AuthModule
# if this key exists and is empty, there won't be a sync.
# example values: AuthSyncBackend, AuthSyncBackend2
$Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend';
# agent data sync against ldap
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.example.com/';
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=otrs, dc=org';
$Self->{'AuthSyncModule::LDAP::UID'} = 'uid';
$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'uid=sys, ou=user, dc=otrs, dc=org';
$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_pass';
$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname => 'sn',
UserEmail => 'mail',
};
[...]
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first agent
# login)
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃ ✃✃✃✃ ✃✃✃ ✃✃✃✃
✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃
105
5.3.1.3. HTTPBasicAuth for Agents
If you want to implement a "single sign on" solution for all your agents, you can use HTTP basic authentication (for all your systems) and the HTTPBasicAuth module for OTRS (see
Example 11-8 below).
Example 4.12. Authenticate Agents using HTTPBasic
# This is an example configuration for an apache ($ENV{REMOTE_USER})
# auth. backend. Use it if you want to have a singe login through
# apache http-basic-auth
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
# Note:
#
# If you use this module, you should use as fallback
# the following configuration settings if the user is not authorized
# apache ($ENV{REMOTE_USER})
$Self->{LoginURL} = 'http://host.example.com/not-authorised-for-otrs.html';
$Self->{LogoutURL} = 'http://host.example.com/thanks-for-using-otrs.html';
5.3.1.4. Radius
The configuration parameters shown in Example 11-9 can be used to authenticate agents against a Radius server.
Example 4.13. Authenticate Agents against a Radius backend
# This is example configuration to auth. agents against a radius server
$Self->{'AuthModule'} = 'Kernel::System::Auth::Radius';
$Self->{'AuthModule::Radius::Host'} = 'radiushost';
$Self->{'AuthModule::Radius::Password'} = 'radiussecret';
5.3.2. Authentication backends for Customers
5.3.2.1. Database (Default)
The default user authentication backend for customers in OTRS is the OTRS database. With this backend, all customer data can be edited via the web interface of OTRS (see Example
11-10 below).
Example 4.14. Customer user authentication against a DB backend
# This is the auth. module againt the otrs db
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB';
$Self->{'Customer::AuthModule::DB::Table'} = 'customer_user';
$Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login';
$Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw';
#$Self->{'Customer::AuthModule::DB::DSN'} =
"DBI:mysql:database=customerdb;host=customerdbhost";
#$Self->{'Customer::AuthModule::DB::User'} = "some_user";
#$Self->{'Customer::AuthModule::DB::Password'} = "some_password";
5.3.2.2. LDAP
If you have an LDAP directory with all your customer data, you can use the LDAP module to authenticate your customers to OTRS (see Example 11-11 below). Because this module
106
has only read-access to the LDAP backend, it is not possible to edit the customer data via the OTRS web interface.
Example 4.15. Customer user authentication against an LDAP backend
# This is an example configuration for an LDAP auth. backend.
# (make sure Net::LDAP is installed!)
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
# for ldap posixGroups objectclass (just uid)
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (full user dn)
#$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each customer login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
#$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
5.3.2.3. HTTPBasicAuth for customers
If you want to implement a "single sign on" solution for all your customer users, you can use HTTPBasic authentication (for all your systems) and use the HTTPBasicAuth module with
OTRS (no login is needed with OTRS any more). See Example 11-12 below.
Example 4.16. Customer user authentication with HTTPBasic
# This is an example configuration for an apache ($ENV{REMOTE_USER})
# auth. backend. Use it if you want to have a singe login through
# apache http-basic-auth
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth';
# Note:
# If you use this module, you should use the following
# config settings as fallback, if user isn't login through
107
# apache ($ENV{REMOTE_USER})
$Self->{CustomerPanelLoginURL} = 'http://host.example.com/not-authorised-for-otrs.html';
$Self->{CustomerPanelLogoutURL} = 'http://host.example.com/thanks-for-using-otrs.html';
5.3.2.4. Radius
The settings shown in Example 11-13 can be used to authenticate your customers against a Radius server.
Example 4.17. Customer user authentication against a Radius backend
# This is a example configuration to auth. customer against a radius server
$Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius';
$Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost';
$Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret';
5.4. Customizing the customer self-registration
It is possible to customize the self-registration for new customers, accessible via the customer.pl panel. New optional or required fields, like room number, address or state can be added.
The following example shows how you can specify a required field in the customer database, in this case to store the room number of a customer.
5.4.1. Customizing the web interface
To display the new field for the room number in the customer.pl web interface, the .dtl file responsible for the layout in this interface has to be modified. Edit the Kernel/Output/HTML/
Standard/CustomerLogin.dtl
file, adding the new field around line 80 (see Script below).
[...]
<div class="NewLine">
<label for="Room">$Text{"Room{CustomerUser}"}</label>
<input title="$Text{"Room Number"}" name="Room" type="text" id="UserRoom" maxlength="50" />
</div>
[...]
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃
5.4.2. Customer mapping
In the next step, the customer mapping has to be expanded with the new entry for the room number. To ensure that the changes are not lost after an update, put the "CustomerUser" settings from the Kernel/Config/Defaults.pm into the Kernel/Config.pm. Now change the MAP array and add the new room number field, as shown in the script below.
# CustomerUser
# (customer database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database Backend',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# Type => 'mssql', # only for ODBC connections
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
108
# User => '',
# Password => '',
Table => 'customer_user',
},
# customer unique id
CustomerKey => 'login',
# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
# CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['title', 'first_name', 'last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,
readonly, http-link-target
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserRoom', 'Room', 'room', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃
5.4.3. Customizing the customer_user table in the OTRS DB
The last step is to add the new room number column to the customer_user table in the OTRS database (see Script below). In this column, the entries for the room numbers will be stored.
109
linux:~# mysql -p
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 6 to server version: 5.0.18-Debian_7-log
Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
mysql> use otrs;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A
Database changed mysql> ALTER TABLE customer_user ADD room VARCHAR (200);
Query OK, 3 rows affected (0.01 sec)
Records: 3 Duplicates: 0 Warnings: 0 mysql> quit
Bye linux:~#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃
Now the new field for the room should be displayed in the Customer Information panel if filled, and in the Customer User administration screens. Also, new customers should have to insert their room number if they register a new account. If you use OTRS on Microsoft IIS, you should restart the web server to activate the changes made in Config.pm.
6. Ticket settings
6.1. Ticket States
6.1.1. Predefined states
OTRS allows you to change predefined ticket states and their types, or even add new ones.
Two attributes are important for a state: the state name and the state type.
The default states of OTRS are: 'closed successful', 'closed unsuccessful', 'merged', 'new',
'open', 'pending auto close+', 'pending auto close-', 'pending reminder' and 'removed'.
6.1.1.1. New
Tickets are usually in this state when created from incoming e-mails.
6.1.1.2. Open
This is the default state for tickets assigned to queues and agents.
6.1.1.3. Pending reminder
After the pending time has expired, the ticket owner will receive a reminder email concerning the ticket. If the ticket is not locked, the reminder will be sent to all agents in the queue.
Reminder tickets will only be sent out during business hours, and are repeatedly sent every
24 hours until the ticket state is changed by the agent. Time spent by the ticket in this status will still add towards the escalation time calculation.
6.1.1.4. Pending auto close-
Tickets in this status will be set to "Closed Unsuccessful" if the pending time has expired.
Time spent by the ticket in this status will still add towards the escalation time calculation.
110
6.1.1.5. Pending auto close+
Tickets in this status will be set to "Closed Successful" if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculation.
6.1.1.6. Merged
This is the state for tickets that have been merged with other tickets.
6.1.1.7. Closed Successful
This is the end state for tickets that have been successfully resolved. Depending on your configuration, you may or may not be able to reopen closed tickets.
6.1.1.8. Closed Unsuccessful
This is the end state for tickets that have NOT been successfully resolved. Depending on your configuration, you may or may not be able to reopen closed tickets.
6.1.2. Customizing states
Every state has a name (state-name) and a type (state-type). Click on the States link on the
Admin page and press the button "Add state" to create a new state. You can freely choose the name of a new state. The state types can not be changed via the web interface. The database has to be directly modified if you want to add new types or change existing names. The default state types should typically not be modified as this can yield unpredictable results.
For instance, escalation calculations and the unlock feature are based on specific state types.
The name of an already existing state can be changed, or new states added through this screen. If the state "new" has been changed via the web interface, this change also has to be configured via the config file Kernel/Config.pm or via the SysConfig interface. The settings specified in the script below have to be modified to ensure that OTRS works with the changed state for "new".
[...]
# PostmasterDefaultState
# (The default state of new tickets.) [default: new]
$Self->{PostmasterDefaultState} = 'new';
# CustomerDefaultState
# (default state of new customer tickets)
$Self->{CustomerDefaultState} = 'new';
[...]
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃
If a new state type should be added, the ticket_state_type table in the OTRS database needs to be modified with a database client program, as shown in the script below.
linux:~# mysql -p
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 23 to server version: 5.0.16-Debian_1-log
Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
mysql> use otrs;
Reading table information for completion of table and column names
111
You can turn off this feature to get a quicker startup with -A
Database changed mysql> insert into ticket_state_type (name,comments) values ('own','Own state type');
Query OK, 1 row affected (0.00 sec) mysql> quit
Bye linux:~#
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃
Now it is possible to use the new state type you just created. After a state has been linked with this new state type, the OTRS configuration also has to be changed to ensure that the new state is usable. Just modify the following options via SysConfig:
Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > AgentTicketPhone###StateDefault -
to define the default next state for new phone tickets.
Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > AgentTicketPhone###StateType - to
define the available next states for new phone tickets.
Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateDefault - to
define the default next state for new email tickets.
Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateType - to
define the available next states for new email tickets.
Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound >
AgentTicketPhoneOutbound###State - to define the default next state for new phone
articles.
Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound >
AgentTicketPhoneOutbound###StateType - to define the available next states for new
phone articles.
Ticket:Frontend::Agent::Ticket::ViewMove:Ticket::DefaultNextMoveStateType - to define the
default next state after moving a ticket.
Ticket -> Frontend::Agent::Ticket::ViewBounce > StateDefault - to define the default next
state after bouncing a ticket.
Ticket -> Frontend::Agent::Ticket::ViewBounce > StateType - to define the available next
states in the bounce screen.
Ticket -> Frontend::Agent::Ticket::ViewBulk > StateDefault - to define the default next state
in a bulk action.
Ticket -> Frontend::Agent::Ticket::ViewBulk > StateType - to define the available next states
in the bulk action screen.
Ticket -> Frontend::Agent::Ticket::ViewClose > StateDefault - to define the default next
state after closing a ticket.
Ticket -> Frontend::Agent::Ticket::ViewClose > StateType - to define the available next
states in the close screen.
112
Ticket -> Frontend::Agent::Ticket::ViewCompose > StateDefault - to define the default next
state in the Compose (reply) screen.
Ticket -> Frontend::Agent::Ticket::ViewCompose > StateType - to define the available next
states in the Compose (reply) screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateDefault - to define the default next
state after forwarding a ticket.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateType - to define the available next
states in the Forward screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateDefault - to define the default next
state of a ticket in the free text screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateType - to define the available next
states in the free text screen.
Ticket -> Core::PostMaster > PostmasterDefaultState - to define the state of tickets created
from emails.
Ticket -> Core::PostMaster > PostmasterFollowUpState - to define the state of tickets after
a follow-up has been received.
Ticket -> Core::PostMaster > PostmasterFollowUpStateClosed - to define the state of tickets
after a follow-up has been received on an already closed ticket.
Ticket -> Core::Ticket > ViewableStateType - to define the state types that are displayed at
various places in the system, for example in the Queueview.
Ticket -> Core::Ticket > UnlockStateType - to define the state types for unlocked tickets.
Ticket -> Core::Ticket > PendingReminderStateType - to define the state type for reminder
tickets.
Ticket -> Core::Ticket > PendingAutoStateType - to define the state type for Pending Auto
tickets.
Ticket -> Core::Ticket > StateAfterPending - to define the state a ticket is set to after the
Pending Auto timer of the configured state has expired.
6.2. Ticket priorities
OTRS comes with five default priority levels that can be modified via the "Priorities" link on the Admin page. When creating a customized list of priorities, please keep in mind that they are sorted alphabetically in the priority selection box in the user interface. Also, OTRS orders tickets by internal database IDs in the QueueView.
Note
As with other OTRS entities, priorities may not be deleted, only deactivated by setting the Valid option to ✃✃✃✃✃✃✃ or ✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃.
Important
If a new priority was added or if an existing one was changed, you might also want to modify some values in SysConfig:
113
• Ticket:Core::Postmaster::PostmasterDefaultPriority - defines the default priority for
all incoming emails.
• Ticket:Frontend::Agent:Ticket::ViewPhoneNew:Priority - defines the default priority
in the New Phone Ticket screen for agents.
• Ticket:Frontend::Agent:Ticket::ViewEmailNew:Priority - defines the default priority
in the New Email Ticket screen for agents.
• Ticket:Frontend::Customer:Ticket::ViewNew:PriorityDefault - defines the default
priority in the New Ticket screen in the Customer frontend.
6.3. Ticket Responsibility & Ticket Watching
From OTRS 2.1 on, it is possible to assign a person as being responsible for a ticket, in addition to its owner. Moreover, all activities connected with the ticket can be watched by someone other than the ticket owner. These two functionalities are implemented with the
TicketResponsible and TicketWatcher features, and facilitate the assignment of tasks and working within hierarchical team structures.
6.3.1. Ticket Responsibility
The ticket responsiblility feature facilitates the complete processing of a ticket by an agent other than the ticket owner. Thus an agent who has locked a ticket can pass it on to another agent, who is not the ticket owner, in order for the second to respond to a customer request.
After the request has been dealt with, the first agent can withdraw the ticket responsibility from the second agent.
With the configuration parameter Ticket::Responsible, the ticket responsibility feature can
be activated. This will cause 3 new links to appear in the ticket activities menu of a zoomed ticket in the agent interface.
Ticket responsibility can be assigned by calling up the ticket content and clicking on the
"Responsible" link in the ticket activities menu of a zoomed ticket in the agent interface (see the Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃ ✃✃✃✃✃✃ ✃✃
✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃
114
After clicking on "Responsible", a pop-up dialog to change the responsibility of that ticket will open (see Figure below). This dialog can also be used to send a message to the new responsible agent.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
The list of all tickets for which an agent is responsible, can be accessed through the
Responsible view of the OTRS agent interface, as soon as the ticket responsibility feature gets activated.
6.3.2. Ticket watching
From OTRS 2.1 on, select agents such as supervisors can watch certain tickets within the system without processing them, by using the TicketWatcher feature.
The TicketWatcher feature can be activated with the configuration parameter Ticket::Watcher
which adds new links to your actions toolbar. Using Ticket::WatcherGroup, one or more user
groups with permission to watch tickets can also be defined.
In order to watch a ticket, go to its zoomed view and click on the "Subscribe" link in the ticket activities menu (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃
✃✃✃✃✃✃ ✃✃✃✃✃
115
If you no longer want to watch a specific ticket, go to its zoomed view and click on the
"Unsubscribe" link in the ticket activities menu (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃
✃✃✃✃✃✃ ✃✃✃✃✃
The list of all watched tickets can be accessed through the Watched view of the OTRS agent interface (see Figure below), as soon as the ticket watcher feature gets activated.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃
7. Time related functions
7.1. Setting up business hours, holidays and time zones
Some functions in OTRS, like escalations and automatic unlocking of tickets, depend on
a proper configuration of business hours, time zones and holidays. You can define these
via the SysConfig interface, in Framework > Core::Time. You can also specify different
sets of business hours, holidays and time zones as separate 'Calendars' in Framework
> Core::Time::Calendar1 through Framework > Core::Time::Calendar9. Calendars can be
116
defined by queue settings, or on SLA levels. This means that, for example, you can specify
a calendar with 5 x 8 business hours for your 'standard' SLA, but create a separate calendar with 7 x 24 support for your 'gold' SLA; as well as set a calendar for your 'Support-USA' queue with a different time window than your 'Support-Japan' queue. OTRS can handle up to 99 different calendars.
7.1.1. Business Hours
Set up the working hours for your system in SysConfig Framework >
Core::Time::TimeWorkingHours, or for your specific calendar in the calendar's configuration.
OTRS can handle a granularity of one hour. Checking the marks in the boxes 8, 9, 10 ... 18 corresponds with business hours of 8 AM - 6 PM.
Only during business hours can tickets escalate, notifications for escalated and pending tickets be sent, and tickets be unlocked.
7.1.2. Fixed date holidays
Holidays that are on a fixed date every year, such as New Year's Day or the Fourth of July,
can be specified in TimeVacationDays, or in the corresponding section for the calendars 1-9.
Tickets will not escalate nor get unlocked on dates defined in TimeVacationDays.
Note
By default, OTRS ships with the ✃✃✃✃✃✃ holidays installed.
7.1.3. TimeVacationDaysOneTime
Holidays such as Easter that do not have a yearly fixed date but instead vary each year, can
be specified in TimeVacationDaysOneTime.
Tickets will not escalate and will not be unlocked on dates defined in
TimeVacationDaysOneTime.
Note
OTRS does not ship with any One-Time holidays pre-installed. This means that you need to add holidays, such as Easter or Thanksgiving, to the system when configuring
OTRS.
7.2. Automated Unlocking
Locked tickets can be automatically unlocked by the system. This feature might be useful if, for example, an agent has locked tickets that need to be processed, but he can't work on them for some reason, say because he is out of the office on an emergency. The automated unlock feature unlocks tickets after a given time to ensure that no locked tickets will be forgotten, thereby allowing other agents to process them.
The amount of time before a ticket is unlocked can be specified in the queue settings for
every queue. The module bin/otrs.UnlockTickets.pl, which is executed periodically as a cron job, performs the automated unlocking of tickets.
Notifications on unlocked tickets are sent out only to those agents that have the queue with the unlocked tickets set in "My queues", and that have activated the notification on unlocked
tickets in their personal preferences.
117
Tickets will be unlocked if all of the following conditions are met:
• There is an ✃✃✃✃✃✃ ✃✃✃✃✃✃✃ defined for the queue the ticket is in.
• The ticket is set to ✃✃✃✃✃✃.
• The ticket state is ✃✃✃✃.
The unlock timer will be reset if an agent adds a new external article to the ticket. It can be of any of the following types: ✃✃✃✃✃✃✃✃✃✃✃✃✃✃, ✃✃✃✃✃, ✃✃✃, ✃✃✃, or ✃✃✃✃✃
✃✃✃✃✃✃✃✃
.
Also, if the last article in the ticket is created by an agent, and a customer adds another one, either via web or email response, the unlock timer will be reset.
The last event that will reset the unlock timer is when the ticket is assigned to another agent.
8. Customizing the PDF output
This section handles the configurable options for PDF output in OTRS.
If you use the Print action from anywhere within the OTRS interface, it will generate a
formatted PDF file. You can deactivate this by modifying the configuration parameter PDF to
create HTML output instead.
You can adjust the look of the files generated by OTRS by creating your own logo and adding it
for a pdf file, which is useful if a user generates a huge output file by mistake.
The Perl CPAN modules PDF::API2 and Compress::Zlib must be installed for the generation of pdf files. In many distributions they are available as packages and can be easily installed, using the respective package manager. In case this is not possible, they have to be installed with CPAN. For further information about installing Perl modules, please refer to the
"Installation of Perl modules" section.
9. Stats module
The OTRS stats module holds features to track operational statistics and generates custom reports associated with OTRS usage. The OTRS system uses the term "stat" generically to refer to a report presenting various indicators.
Proper configuration of the OTRS stats module is associated with a multitude of requirements and considerations. These include the various OTRS modules to be evaluated, user permission settings, indicators to be calculated and their complexity levels, ease of configuration of the stats module, speed and efficiency of calculations, and support of a rich set of output variants.
Statistical elements, i.e. files which supplement the functionality of the stats module for specific requirements, can be integrated for calculating complex statistics.
9.1. Handling of the module by the agent
When signed on as an agent, the navigation bar displays the link "Statistics", with various submenu options, as shown in Figure.
118
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃
The different options provided in the statistics menu are:
• ✃✃✃✃✃✃✃✃. Presents a list of different pre-configured reports.
• ✃✃✃. Requires rw rights.
• ✃✃✃✃✃✃. Requires rw rights.
9.1.1. Overview
Selecting the "Statistics" link in the navigation bar, and then the submenu link "Overview", calls up the Overview screen. The Overview screen presents a list of all pre-configured reports the agent can use (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃
The following information is provided for each of the standard reports listed in the Overview:
119
• ✃✃✃✃✃. Unique report number.
• ✃✃✃✃✃. Title of the report.
• ✃✃✃✃✃✃. Object used for generating the statistic. In the case of a static statistic, no object is displayed as no dynamic object is used for its generation.
• ✃✃✃✃✃✃✃✃✃✃✃. A brief description of the report.
When the stats module is installed, it comes preloaded with a few sample reports imported into the system. These are shown as a list on the Overview page. If the Overview list extends to more than a single page, the agent can browse through the different pages. The list of reports can be sorted as desired, by clicking the desired column header in the list. To generate a particular report, click on the stat number associated with the report in the Overiew list.
This brings up the "View" interface for the report.
9.1.2. Generate and view reports
The view user interface provides the stat's configuration settings (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
Configuration settings for a particular report can be set within the range of options in the
View screen. Either the report creator or any others with the appropriate permissions can make the settings.
The page shows the following:
• Possible actions:
• ✃✃ ✃✃ ✃✃✃✃✃✃✃✃. Link back to the Overview list of reports.
• ✃✃✃✃. Edit the current report structure (rw rights required).
• ✃✃✃✃✃✃. Delete the current report (rw rights required).
• ✃✃✃✃✃✃ ✃✃✃✃✃✃. Export a report configuration, via file download (rw rights required).
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Usage: Export and Import functions allow for the convenient creation and testing of reports on test systems and subsequent easy integration into the production system.
• Report details:
• ✃✃✃✃✃. Number of the report.
• ✃✃✃✃✃. Title of the report.
• ✃✃✃✃✃✃. Object used for generating the report.
• ✃✃✃✃✃✃✃✃✃✃✃. Description on the report's purpose.
• ✃✃✃✃✃✃. Report output format which, depending on the configuration, can be any of the following output formats:
• CSV.
• Print.
• Graph-lines.
• Graph-bars.
• Graph-hbars.
• Graph-points.
• Graph-lines-points.
• Graph-area.
• Graph-pie.
• ✃✃✃✃✃✃✃✃✃. Size in pixels for the graphic / chart. This option is only given when the report configuration allows a chart. All generally usable graphic sizes are configured by the OTRS administrator in SysConfig. The agent can then pre-select all relevant formats, while configuring the report.
• ✃✃✃ ✃✃✃✃. Indicates whether the report is amended by a column, whose cells state the sums of the respective rows.
• ✃✃✃ ✃✃✃✃✃✃✃. Indicates whether the report is amended by a row, whose cells state the sum of the respective columns.
• ✃✃✃✃✃. Indicates whether the generated report is cached in the filesystem.
• ✃✃✃✃✃. This can be set to "invalid" if a report must not be run temporarily for any reason. The "Start" button in the bottom of the right panel is then no longer displayed.
The report can no longer be generated.
• ✃✃✃✃✃✃✃. Creation time of the report.
• ✃✃✃✃✃✃✃ ✃✃. Name of the agent who created the report.
• ✃✃✃✃✃✃✃. Time when the report was last modified.
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• ✃✃✃✃✃✃✃ ✃✃. Name of the agent who altered the report last.
• ✃✃✃✃✃✃. Using this function, the agent can switch the x and y axes (only when activated by the OTRS administrator).
• The general information is followed by information about the report itself. There are two different report (or stat) views:
• ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃. Static report generators can be integrated into the stats module (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃
• ✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃ (see Figure above). They can be displayed in two different ways:
• ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃. The originator of the report has no permission for modifying this fields.
• ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃. The configuration settings of such reports can be changed by the agent.
Pressing the "Start" button (at the bottom of the screen) is the last step to generate the report. There are two possible reasons for this button to not be displayed:
1. The report was set to invalid and thus, deactivated.
2. The report was not configured cleanly and is, therefore, not yet executable. In this case, the necessary information can be found in the OTRS notification section (below the navigation bar).
If the settings on the View page are incorrect, this page is shown again after the "Start" button was pushed, and information about which input was incorrect is provided in the notification section.
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9.1.3. Edit / New
Agents with write rights can edit an existing report configuration by calling up the edit user interface of the stats module. Alternately, they may create a new report. The associated screens can be reached in the following manner:
1. Edit: Via the "Edit" button in the stat view.
2. New: Via the "New" link in the Statistics menu from the navigation bar, or the "Add" button from the Overview page.
The stats are edited with a wizard in four steps:
1. General specifications.
2. Definition of the element for the X-axis.
3. Specification of the value series.
4. Selecting the restrictions to limit the report.
Steps 2 through 4 are only needed for the generation of reports with dynamic stats. For a static stat, only the general information (point 1) is required.
Information about how to handle the page is provided on each of these screens, below the
Actions panel in a Hints panel.
If incorrect inputs are entered, the previously processed user interface is displayed again and with information about the incorrect input. This information can be found in the OTRS notification section. The next input user interface is only displayed after the current form has been filled out correctly.
1. ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃. It is the first page of the Edit wizard (see Figure below).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃
✃✃✃✃✃✃✃
In the screen showed in Figure, there are a great number of common specifications and settings that can be edited:
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• ✃✃✃✃✃. Should reflect the stat's purpose in a concise manner.
• ✃✃✃✃✃✃✃✃✃✃✃. More descriptive information about the report definition, type of configuration parameters, etc.
• ✃✃✃✃✃✃✃ ✃✃✃✃✃✃. If the OTRS installation provides various dynamic objects, one of them can be chosen. The objects meet the requirements of the particular modules.
• ✃✃✃✃✃✃ ✃✃✃✃. Usually this selection is not shown, as only static files which are not yet assigned to any reports are displayed. If "Static file" is displayed, however, it is important to tick the option field and select a generation mode (dynamic with a dynamic object or static with a file). If a static file is selected, the input user interfaces 2 through
4 are not shown as the static file contains all required configuration settings.
• ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃. Facilitate a restriction of the groups (and therefore, agents) who can later view and generate the preconfigured reports. Thus the various reports can be allocated to the different departments and work groups who need them.
It is possible to allocate one report to various groups.
Example 1: The "stats" group was selected. The report is viewable for all users having at least ro rights for the "stats" group. This access is available by default.
Example 2: A group named "sales" was selected. All users with ro rights for the "sales" group can see the stat in the view mode and generate it. However, the report will not be available for viewing by other users.
• ✃✃✃✃✃✃. Output format of the stat: Depending on the configuration, one or more of the following formats can be chosen:
• CSV.
• Print.
• graph-lines.
• graph-bars.
• graph-hbars.
• graph-points.
• graph-lines-points.
• graph-area.
• graph-pie.
• ✃✃✃✃✃✃✃✃✃. Select the chart size in pixels. This selection is only necessary if a graphical output format has been chosen under "Format". All graphic sizes that can generally be used are defined by the OTRS administrator in SysConfig. When configuring the report, the agent can pre-select all relevant formats.
• ✃✃✃ ✃✃✃✃. Indicates whether the report is amended by a column, whose cells contain the sum of the respective row.
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• ✃✃✃ ✃✃✃✃✃✃✃. Indicates whether the report is amended by a row, whose cells contain the sum of the respective column.
• ✃✃✃✃✃. Specifies if the generated report should be cached in the filesystem. This saves computing power and time if the report is called up again, but it should only be used if the report's content is no longer changing.
Caching is automatically prevented if the report contains no time designation values, or if a time designation value points to the future.
If a cached report is edited, all cached data is deleted.
• ✃✃✃✃✃. This can be set to "invalid" if a pre-configured report must not be run temporarily for any reason. The "Start" button in the bottom of the right panel is then no longer displayed. The report can no longer be generated.
2. ✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃. It is the configuration of the element used for the depiction of the X-axis or, if tables are used, of the column name applied to the X-axis (see Figure).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃
First of all, an element is selected using the option field. Then two or more attributes of the element must be selected. If no attributes are selected, all attributes are used including those added after the configuration of the report.
If the "Fixed" setting is disabled, the agent generating the report can change the attributes of the respective element in the "View" user interface.
Time elements are different as time period and scale have to be stated. Type and number of elements result from the used dynamic object and vary depending on it.
If all input is correct, the "Next" button leads to the "Value series" form. It is also possible to go back to editing earlier sections.
3. ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃.
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In the third step of the report configuration, the value series are defined (see Figure below).
They will later form the individual graphs or the various series within a tabular view.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃
If an element is selected, each chosen attribute will correspond to a value series (see the
Example 19-1 below).
Example 4.18. Definition of a value series - one element
Element Queue:
• Value series 1 = Raw
• Value series 2 = Junk
• ....
If two elements are selected, each selected attribute of the first element is combined with an attribute of the second element to form a value series (see Example 19-2 below).
Example 4.19. Definition of a value series - two elements
Element 1 queue, Element 2 status:
• Value chain 1 = Raw - open
• Value series 2 = Raw - successfully closed
• Value series 3 = Junk - open
• Value series 4 = Junk - successfully closed
Selection of three or more elements is not allowed.
Additionally the same conditions apply to the selection of the attributes and the "Fixed" checkbox as to the "X-axis" selection:
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• If no attributes of the element are selected, all attributes are used, including those added after the configuration of the report.
• If the "Fixed" setting is disabled, the agent generating the report can change the attributes of the respective element.
4. ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃✃. This is the fourth and final step of the configuration (see Figure below). The restrictions serve to limit the results to the selected criteria. In many cases, no restrictions at all may be set up.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
After all the restrictions are set up, the configuration of the report is completed by pressing the "Finish" button.
9.1.4. Import
The Import user interface (see Figure below) can be accessed by choosing from the navigation bar, the link "Statistics", then "Import". Alternately, pressing the Import button on the
Overview screen achieves the same result. "rw" rights to the report are required.
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✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
Facilitates the import of reports and is, when combined with the export function of the module, a very handy functionality. Stats can be created and tested conveniently on test systems, then imported into the production system.
The import is effected by an easy file upload. The "View" user interface of the imported report is opened automatically afterwards.
9.2. Administration of the stats module by the OTRS administrator
This section provides information about the tasks and responsibilities of the OTRS administrator dealing with the statistics module.
9.2.1. Permission settings, Groups and Queues
No new queues and/or groups are created when the stats module is installed.
The default configuration of the module registration gives all agents with "stats" group permissions access to the stats module.
Access according to permission settings:
• ✃✃. Allows configuring statistics and reports.
• ✃✃. Permits generating pre-configured statistics and reports.
The OTRS administrator decides whether agents with the permission to generate preconfigured reports are allocated ro rights in the "stats" group, or if their respective groups are added in the module registration in SysConfig.
9.2.2. SysConfig
The SysConfig groups Framework:Core::Stats, Framework:Core::Stats::Graph and
Framework:Frontend::Agent::Stats contain all configuration parameters for the basic set-up
of the statistics module. Moreover, the configuration parameter $Self->{'Frontend::Module'}-
>{'AgentStats'} controls the arrangement and registration of the modules and icons within
the statistics module.
9.3. Administration of the stats module by the system administrator
Generally, no system administrator is needed for the operation, configuration and maintenance of the statistics module. However, a little background information for the system administrator is given at this point.
Note
File paths refer to subdirectories of the OTRS home directory (in most cases/opt/ otrs ).
9.3.1. Data base table
All report configurations are implemented and administrated in XML, and therefore stored in the database table "xml_storage". Other modules whose content is presented in xml format use this table as well.
9.3.2. List of all files
The following files are necessary for the stats module to work accurately:
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• Kernel/System/Stats.pm
• Kernel/Modules/AgentStats.pm
• Kernel/System/CSV.pm
• Kernel/Output/HTML/Standard/AgentStatsOverview.dtl
• Kernel/Output/HTML/Standard/AgentStatsDelete.dtl
• Kernel/Output/HTML/Standard/AgentStatsEditSpecification.dtl
• Kernel/Output/HTML/Standard/AgentStatsEditRestrictions.dtl
• Kernel/Output/HTML/Standard/AgentStatsEditXaxis.dtl
• Kernel/Output/HTML/Standard/AgentStatsEditValueSeries.dtl
• Kernel/Output/HTML/Standard/AgentStatsImport.dtl
• Kernel/Output/HTML/Standard/AgentStatsPrint.dtl
• Kernel/Output/HTML/Standard/AgentStatsView.dtl
• Kernel/System/Stats/Dynamic/Ticket.pm
• bin/otrs.GenerateStats.pl
9.3.3. Caching
Whether the results of a statistic are to be cached or not can be setup in the configuration.
Cached report results are stored as files in the var/tmpdirectory of the OTRS installation (in most cases /opt/otrs/var/tmp).
Cached stats can be recognized by the "Stats" prefix.
If the data is lost, no major damage is caused. The next time the report is called up, the stats module will not find the file any more and so will generate a new report. Of course this will probably take a little longer to run.
9.3.4. otrs.GenerateStats.pl
This file is saved in the bindirectory. It facilitates the generation of report in the command line.
As an example, see the command line call in the following script.
bin> perl otrs.GenerateStats.pl -n 10004 -o /output/dir
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃ ✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃
A report from the stat configuration "Stat# 10004" is generated and saved as csv in the / output/dir directory.
The generated report can also be sent as an e-mail. More information can be called up with the command in the script below.
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bin> perl otrs.GenerateStats.pl --help
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃
9.3.5. Automated stat generation - Cronjob
✃✃✃✃✃ ✃✃✃
It usually does not make sense to generate reports manually via the command line, as the stats module has a convenient graphical user interface. However, generating reports manually does make sense when combined with a Cronjob.
Imagine the following scenario: On the first day of every month, the heads of department want to receive a report for the past month. By combining a cronjob and command line call the reports can be sent to them automatically by e-mail.
9.3.6. Static stats
The stats module facilitates the generation of static statistics. For every static stat a file exists in which its content is precisely defined.
This way, very complex stats can be generated. The disadvantage is that they are not particularly flexible.
The files are saved in the directory Kernel/System/Stats/Static/.
9.3.7. Using old static stats
Prior OTRS versions 1.3 and 2.0 already facilitated the generation of stats / reports. Various reports for OTRS versions 1.3 and 2.0 which have been specially developed to meet customers' requirements can be used in recent OTRS versions too.
The files must merely be moved from the Kernel/System/Stats/ path to Kernel/System/
Stats/Static/ . Additionally the package name of the respective script must be amended by "::Static".
The following example shows how the first path is amended.
package Kernel::System::Stats::AccountedTime;
package Kernel::System::Stats::Static::AccountedTime;
9.3.8. Default stats
"It is not always necessary to reinvent the wheel..."
The stats module provides various default reports. Reports which are of interest for all OTRS users will in future be added to the default reports set of the stats module package. Default reports are saved in the stats module xml format in thescripts/test/sample/ directory.
10. Dynamic Fields
10.1. Introduction
A dynamic field is a special kind of field in OTRS, created to extend the information stored on a ticket or article. These fields are not fixed in the system and they can appear only in specific
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screens, they can be mandatory or not, and their representation in the screens depends on the field type defined at their creation time according to the data to be held by the field. For example, there are fields to hold a text, a date, a selection of items, etc.
Dynamic fields are the evolution of TicketFreeText TicketFreeKey TicketFreeTime,
ArticleFreeText and ArticleFreeKey fields that where commonly used in OTRS 3.0 and before.
The limitation of these "Free Fields" was that they can be defined up to 16 (text or dropdown) fields and 6 time fields for a ticket and 3 (text or dropdown) fields for each article only, not more.
Now with dynamic fields the limitation in the number of fields per ticket or article is removed, you can create as many dynamic fields you like either for ticket or articles. And beyond that, the framework behind the dynamic fields is prepared to handle custom fields for other objects rather than just ticket and articles.
This new framework that handles the dynamic fields is build using a modular approach, where each kind of dynamic field can be seen as a plug-in module for the framework. This means that the variety of dynamic fields can be easily extended by public OTRS modules, OTRS
Feature Add-ons, OTRS custom developments, and other custom developments.
The following dynamic field types are included with this release:
• Text (one line of text)
• Textarea (multiple lines of text)
• Checkbox
• Dropdown (single choice, multiple values)
• Multiselect (multiple choice, multiple values)
• Date
• Date / Time
10.2. Configuration
By default, a clean installation of OTRS does not include any dynamic fields. If you plan to use such fields in tickets or articles you need to create dynamic fields.
The configuration of a dynamic field is split in two parts, to add a new dynamic field or manage an existing one you need to navigate into the "Admin" panel in the "Dynamic Fields" link.
To show, show as mandatory or hide a dynamic field in one screen you need to change the
OTRS settings in the "SysConfig" screen.
10.2.1. Adding a Dynamic Field
Click on the "Admin" button located in the navigation bar, then click on the "Dynamic Field" link inside "Ticket Settings" box located in the lower center of the screen. The dynamic fields overview will display as follows:
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃
Notice that this screen will change as you add more dynamic fields to list all created dynamic fields. This screen might already have some fields if the installation was updated from an older version of OTRS.
The Actions in the side bar at the left of the screen describes two possibilities: Article and
Ticket, each one has it's own dropdown selection of dynamic fields.
Note
The installation of an OTRS package could add more objects to the Action side bar.
The general procedure to create a dynamic field is:
• Click on the desired dynamic field object dropdown in the Action side bar.
• Click on the dynamic field type that you want to add from the list.
• Fill the configuration.
• Save.
The configuration dialogs for the dynamic fields are split in two parts, the upper section is common among all the fields and the lower part might be different from one type of dynamic field to another.
General dynamic field settings:
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• Name: Mandatory, unique, only letters and numbers are allowed.
This is the internal name of the field, used for example to show or hide a field in one screen. Any modification of a field name (not recommended) requires a manual update of the "SysConfig" settings where the field is referenciated.
• Label: Mandatory.
This is the field name to be displayed on the screens, it supports translations.
Note
Label translations have to be added manually to language translations files.
• Field order: Mandatory.
Defines the relative order in which the field will be displayed on the screen, by default each new field has the last position, a change in this setting will affect the other of the other created dynamic fields.
• Validity: Mandatory.
An invalid dynamic field will not be displayed in any screen, no matter if is configured to displayed.
• Field type: Mandatory, Read only.
Shows the current selected field type.
• Object type: Mandatory, Read only.
Shows the scope of field.
Note
To illustrate each specific field type settings a few fields will be added in our example.
These new fields will be referenciated in later sections.
For the following examples all the dynamic fields will be created for the Ticket object if you need to create a dynamic field for Article object, just choose the field from the
Article dropdown list.
Table 4.5. The following fields will be added into the system:
Name
Field1
Field2
Field3
Field4
Field5
Field6
Field7
Label
My Field 1
My Field 2
My Field 3
My Field 4
My Field 5
My Field 5
My Field 6
Type
Text
Textarea
Checkbox
Dropdown
Multiselect
Date
Date / Time
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10.2.2. Text Dynamic Field Configuration
Text dynamic field is used to store a single line string.
Text dynamic field settings:
• Default value: Optional.
This is the value to be shown by default on the edit screens (like New Phone Ticket or Ticket
Compose).
• Show link: Optional.
If set, the field value will be converted into a clickable link for display screens (like ticket zoom or overviews).
For example, if "Show link" is set to "http://www.otrs.com", clicking on the filled value will make your browser to open the OTRS web page.
Note
The use of $LQData{"NameX"} in the Set link value, where NameX is the name of the field will add the field value as part of the link reference.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
10.2.3. Textarea Dynamic Field Configuration
Textarea dynamic field is used to store a multiple line string.
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Textarea dynamic field settings:
• Number of rows: Optional, integer.
Used to define the height of the field in the edit screens (like New Phone Ticket or Ticket
Compose).
• Number of cols: Optional, Integer.
This value is used to define the width of the field in the edit screens.
• Default value: Optional.
This is the value to be shown by default in the edit screens (it can be a multiple line text).
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃
10.2.4. Checkbox Dynamic Field Configuration
Checkbox dynamic field is used to store true or false value, represented by a checked or unchecked check box.
Checkbox dynamic field settings:
• Default value: Mandatory.
This is the value to be shown by default on the edit screens (like New Phone Ticket or
Ticket Compose), the default value for this field is closed selection which can be Checked or Unchecked.
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✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃
10.2.5. Dropdown Dynamic Field Configuration
Dropdown dynamic field is used to store a single value, from a closed list.
Dropdown dynamic field settings:
• Possible values: Mandatory.
List of values to choose. If used, a new value is necessary to specify the Key (internal value) and the Value (display value).
• Default value: Optional.
This is the value to be show by default on the edit screens (like New Phone Ticket or Ticket
Compose), the default value for this field is closed selection defined by the Possible values.
• Add empty value: Mandatory, (Yes / No).
If this option is activated an extra value is defined to show a "-" in the list of possible values, this special value is empty internally.
• Translatable values: Mandatory, (Yes / No).
This setting is used mark the possible values of this field to be translated. Only the display values are translated, internal values are not affected, the translation of the values needs to be manually added to the language files.
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• Show link: Optional.
If set, the field value will be converted into a clickable HTP link for display screens (like
Zoom or overviews).
For example, if Show link is set to "http://www.otrs.com", clicking on the filed value will make your browser to open the OTRS web page.
Note
The use of $LQData{"NameX"} in the Set link value, where NameX is the name of the field, will add the field value as part of the link reference.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃
10.2.6. Multiselect Dynamic Field Configuration
Multiselect dynamic field is used to store multiple values, from a closed list.
Multiselect dynamic field settings:
• Possible values: Mandatory.
List of values to choose from. When adding additional list items, it is necessary to specify the Key (internal value) and the Value (display value).
• Default value: Optional.
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This is the value to be shown by default on the edit screens (like New Phone Ticket or Ticket
Compose), the default value for this field is closed selection as defined by the Possible values.
• Add empty value: Mandatory, (Yes / No).
If this option is activated an extra value is defined to show as a "-" in the list of possible values. This special value is empty internally.
• Translatable values: Mandatory, (Yes / No).
This setting is used mark the possible values of this field to be translated. Only the display values are translated, internal values are not affected, the translation of the values needs to be manually added to the language files.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃
10.2.7. Date Dynamic Field Configuration
Date dynamic field is used to store a date value (Day, Month and Year).
Date dynamic field settings:
• Default date difference: Optional, Integer.
Number of seconds (positive or negative) between the current date and the selected date to be show by default in the edit screens (like New Phone Ticket or Ticket Compose).
138
• Define years period: Mandatory (Yes / No).
Used to set a defined number of years in the past and the future based on the current date of the year select for this field, If set to Yes the following options are available:
• Years in the past: Optional, Positive integer.
Define the number of years in the past from the current day to display in the year selection for this dined in edit screens.
• Years in the future: Optional, Positive integer.
Define the number of years in the future from the current day to display in the year selection for this dined in edit screens.
• Show link: Optional.
If set, the field value will be converted into a clickable HTP link for display screens (like
Zoom or overviews).
For example, if Show link is set to "http://www.otrs.com", clicking on the filed value will make your browser to open the OTRS web page.
Note
The use of $LQData{"NameX"} in the Set link value, where NameX is the name of the field will add the field value as part of the link reference.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
139
10.2.8. Date / Time Dynamic Field Configuration
Date / Time dynamic field is used to store a date time value (Minute, Hour, Day, Month and
Year).
Date / Time dynamic field settings:
• Default date difference: Optional, Integer.
Number of seconds (positive or negative) between the current date and the selected date to be shown by default in the edit screens (like New Phone Ticket or Ticket Compose).
• Define years period: Mandatory (Yes / No).
Used to set a defined number of years in the past and thr future from thee current date in the year select of this field, If set to Yes the following options are available:
• Years in the past: Optional, Positive integer.
Define the number of years in the past from the current day to display in the year selection for this dined in edit screens.
• Years in the future: Optional, Positive integer.
Define the number of years in the future from the current day to display in the year selection for this dined in edit screens.
• Show link: Optional.
If set, the field value will be converted into a clickable HTP link for display screens (like
Zoom or overviews).
For example, if Show link is set to "http://www.otrs.com", clicking on the filed value will make your browser to open the OTRS web page.
Note
The use of $LQData{"NameX"} in the Set link value, where NameX is the name of the field will add the field value as part of the link reference.
140
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃ ✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃
10.2.9. Editing a Dynamic Field
A filled dynamic field overview screen (with the previous examples) should look like:
141
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃
✃✃✃✃✃✃ ✃✃✃✃✃
To change or edit a dynamic field you must have at least one field defined, select an already added field from the dynamic fields overview screen and update its settings.
Note
Not all the dynamic field settings can be changed, the Field type and Object type are fixed from the selection of the field and they can't be changed.
It is not recommended to change the field internal name, but the label can be changed at any time. If internal name is changed all "SysConfig" settings that have a reference to that particular field needs to be updated as well as user preferences (if defined).
10.2.10. Showing a Dynamic Field on a Screen
To display a dynamic field on a particular screen there are two mandatory conditions:
1. The dynamic field must be valid.
2. The dynamic field must be set to 1 or 2 in the configuration of the screen.
Follow these steps to show a dynamic field in a screen
• Be sure that the dynamic field is set to valid, you can see the validity of the field from the dynamic field overview screen. Set to valid by editing the field if necessary.
• Open the "sysconfig" and select "Ticket" from the dropdown list in the Actions side bar located in the left part of the screen.
142
Note
You can also search for "DynamicField" in the search box above or the "sysconfig" key directly if you already know it.
• Locate the setting sub-group for the screen that you are looking for and click on it. For example "Frontend::Agent::Ticket::ViewPhoneNew".
• Search for the setting that ends with "###DynamicField". For example
"Ticket::Frontend::AgentTicketPhone###DynamicField".
• If the setting is empty or does not have the required dynamic field name, click on the "+" button to add a new entry. For example Key: Field1, Content: 1.
If the setting already has the dynamic field name listed be sure that is set to "1" to display the field or to "2" to display it as mandatory.
• Save the configuration by clicking in the "Update" button and the bottom of the screen and navigate to the screen where you want the field to be displayed.
10.2.10.1. Show Examples
The following are "sysconfig" configurations examples to show or hide dynamic fields on different screens.
Example 4.20. Activate Field1 in New Phone Ticket Screen.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Ticket::ViewPhoneNew
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::AgentTicketPhone###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Content
1
143
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃
Example 4.21. Activate Field1 in New Phone Ticket Screen as mandatory.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Ticket::ViewPhoneNew
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::AgentTicketPhone###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Content
2
144
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃
✃✃✃✃✃✃✃✃✃✃
Example 4.22. Activate several fields in New Phone Ticket Screen.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Ticket::ViewPhoneNew
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::AgentTicketPhone###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Field2
Field3
Field4
Field5
Field6
Field7
1
1
1
1
1
1
Content
1
145
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃
✃✃✃✃✃✃✃✃✃✃
Example 4.23. Deactivate some fields in New Phone Ticket Screen.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Ticket::ViewPhoneNew
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::AgentTicketPhone###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Field2
Field3
Field4
Field5
Field6
Field7
0
1
0
1
0
1
Content
1
146
✃✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃
✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃✃
Example 4.24. Activate Field1 in Ticket Zoom Screen.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Ticket::ViewZoom
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::AgentTicketZoom###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Content
1
147
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃
Example 4.25. Activate Field1 in Ticket Overview Small Screens.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::TicketOverview
• ✃✃✃✃✃✃✃✃ Ticket::Frontend::OverviewSmall###DynamicField
• ✃✃✃✃✃✃
Key
Field1
Content
1
148
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃
This setting affects: Escalation View, Locked View, Queue View, Responsible View, Status
View and Watch View screens.
10.2.11. Setting a Default Value by a Ticket Event Module
A ticket event (e.g. TicketCreate) can trigger a value set for a certain field, if the field does not have a value yet.
Note
By using this method this default value, is not seen in the edit screen (e.g. New Phone
Ticket) since the value is set after the creation of the ticket.
To activate this feature it is necessary to enable the following setting:
"Ticket::EventModulePost###TicketDynamicFieldDefault".
Example 4.26. Activate Field1 in TicketCreate event.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Core::TicketDynamicFieldDefault
• ✃✃✃✃✃✃✃✃ Ticket::TicketDynamicFieldDefault###Element1
Note
This configuration can be set in
Ticket::TicketDynamicFieldDefault###Element settings.
any of the 16
149
If more that 16 fields needs to be set up a custom XML file must be places in
$OTRS_HOME/Kernel/Config/files directory to extend this feature.
• ✃✃✃✃✃✃
Key
Event
Name
Value
Content
TicketCreate
Field1 a new value
10.2.12. Set a Default Value by User Preferences
The dynamic field default value can be overwritten with a user defined value stored in the user preferences.
Using this method, the default value of the field will be shown on any screen where the field is activated (if the field does not have already a different value).
The "sysconfig" setting "PreferencesGroups###DynamicField" located in the
"Frontend::Agent::Preferences" Sub-group. This setting is an example of how to create an entry in the User Preferences screen to set an exclusive dynamic field default value for the selected user. The limitation of this setting is that it only permits the use of one dynamic field.
If two or more fields will use this feature, it is necessary to create a custom XML configuration file to add more settings similar to this one.
Note
Remember, if more settings are added in a new XML each setting name needs to be unique in the system and different than
"PreferencesGroups###DynamicField". for example: PreferencesGroups###101-
DynamicField-Field1, PreferencesGroups###102-DynamicField-Field2,
PreferencesGroups###My-Field1, PreferencesGroups###My-Field2, etc.
Example 4.27. Activate Field1 in the User preferences.
• ✃✃✃✃✃✃ Ticket
• ✃✃✃✃✃✃✃✃✃✃ Frontend::Agent::Preferences
• ✃✃✃✃✃✃✃✃ PreferencesGroups###101-DynamicField-Field1
• ✃✃✃✃✃✃
Key
Event
Active
Block
Column
Data:
Key:
Label:
Content
TicketCreate
1
Input
Other Settings
$Env{"UserDynamicField_Field1"}
My Field 1
Default value for: My Field 1
150
Key
Module:
PrefKey:
Prio:
Content
Kernel::Output::HTML::PreferencesGeneric
UserDynamicField_Field1
7000
✃✃✃✃✃✃✃ ✃✃✃✃✃✃ ✃✃ ✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
11. Generic Interface
The OTRS Generic Interface consists of a multiple layer framework that lets OTRS communicate with other systems via a web service. This communication could be bidirectional:
• ✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃ OTRS acts as a server listening to requests from the External
System, processing the information, performing the requested action, and answering the request.
• ✃✃✃✃ ✃✃ ✃✃✃✃✃✃✃✃✃✃ OTRS acts as a client collecting information, sending the request to the Remote System, and waiting for the response.
11.1. Generic Interface Layers
Generic Interface is build based on a layer model, to be flexible and easy to customize.
A layer is a set of files, which control how the Generic Interface performs different parts of a web service. Using the right configuration, one can build different web services for different
External Systems without creating new modules.
151
Note
If the Remote System does not support the current bundled modules of the Generic
Interface, special modules need to be developed for that specific web service.
The list of provided Generic Interface modules shipped with OTRS will be updated and increased over time.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃
11.1.1. Network Transport
This layer is responsible for the correct communication with the Remote System. It receives requests and generates responses when acting as provider, and generates requests and receives responses when acting as requester.
Provider communication is handled by a new web server handle called "nphgenericinterface.pl".
Requester communication could be initiated during an event triggered by a Generic Interface module or any other OTRS module. This event is catched by the event handler and depending on the configuration the event will be processed directly by the requester object or delegated to the Scheduler (a separated deamon designed to process tasks asynchronously).
11.1.2. Data Mapping
This layer is responsible for translating data structures between OTRS and the Remote
System (data internal and data external layers). Usually Remote Systems have different
152
data structures than OTRS (including different values and names for those values), and here resides the importance of the layer to change the received information into something that
OTRS can understand and on the opposite way send the information to each Remote System using their data dictionaries.
✃✃✃✃✃✃✃✃
"Priority" (OTRS) might be called "Prio" in a remote system and it could be that value "1 Low" (OTRS) should be mapped to "Information" on the remote system.
11.1.3. Controller
Controllers are collections of similar Operations or Invokers. For example, a Ticket controller might contain several standard ticket operations. Custom controllers can be implemented, for example a "TicketExternalCompany" controller which may contain similar functions as the standard Ticket controller, but with a different data interface, or function names (to adapt to the Remote System function names) or complete different code.
One application for Generic Interface could be to synchronize information with one Remote
System that only can talk with another Remote System of the same kind. In this case new controllers needs to be developed and the Operations and Invokers has to emulate the
Remote System behavior in such way that the interface that OTRS exposes is similar to the
Remote System's interface.
11.1.4. Operation (OTRS as a provider)
An Operation is a single action that can be performed within OTRS. All operations have the same programming interface, they receive the data into one specific parameter, and return a data structure with a success status, potential error message and returning data.
Normally operations uses the already mapped data (internal) to call core modules and perform actions in OTRS like: Create a Ticket, Update a User, Invalidate a Queue, Send a
Notification, etc. An operation has full access to the OTRS API to perform the action.
11.1.5. Invoker (OTRS as a requester)
An Invoker is an action that OTRS performs against a Remote System. Invokers use the OTRS
Core modules to process and collect the needed information to create the request. When the information is ready it has to be mapped to the Remote System format in order to be sent to the Remote System, that will process the information execute the action and send the response back, to either process the success or handle errors.
11.2. Generic Interface Communication Flow
The Generic Interface has a defined flow to perform actions as a provider and as a requester.
These flows are described below:
11.2.1. OTRS as Provider
11.2.1.1. Remote Request:
1. HTTP request
• OTRS receives HTTP request and passes it through the layers.
• The provider module is in charge to execute and control these actions.
2. Network Transport
• The network transport module decodes the data payload and separates the operation name from the rest of the data.
153
• The operation name and the operation data are returned to the provider.
3. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as sent from the remote system (This is not a module-based layer).
4. Mapping
• The data is transformed from the External System format to the OTRS internal format as specified in the mapping configuration for this operation (Mapping for incoming request data).
• The already transformed data is returned to the provider.
5. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as transformed and prepared to be passed to the operation (This is not a module based layer).
6. Operation
• Receives and validates data.
• Performs user access control.
• Executes the action.
11.2.1.2. OTRS Response:
1. Operation
• Returns result data to the provider.
2. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as returned from operation.
3. Mapping
• The data is transformed back to the Remote system format as specified in the mapping configuration (Mapping for outgoing response data).
• The already transformed data is returned to the provider.
4. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as transformed and prepared to be passed to Network Transport as response.
5. Network Transport
• Receives the data already in the Remote System format.
• Constructs a valid response for this network transport type.
6. HTTP response
• The response is sent back to the web service client.
154
• In the case of an error, an error response is sent to the remote system (e.g. SOAP fault,
HTTP error, etc).
11.2.2. OTRS as Requester
11.2.2.1. OTRS Request:
1. Event Trigger Handler
• Based on the web service configuration determines if the request will be synchronous or asynchronous.
• Synchronous
• A direct call to the Requester is made in order to create a new request and to pass it through the layers.
• Asynchronous
• Create a new Generic Interface (Requester) task for the OTRS Scheduler (by delegating the request execution to the Scheduler, the user experience could be highly improved, otherwise all the time needed to prepare the request and the remote execution will be added to the OTRS Events that trigger those requests).
• In its next cycle the Scheduler process reads the new task and creates a call to the
Requester that will create a new request and then passes it through the layers.
2. Invoker
• Receives data from the event.
• Validates received data (if needed).
• Call core modules to complement the data (if needed).
• Return the request data structure or send a Stop Communication signal to the requester, to gracefully cancel the request.
3. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as passed from the invoker (This is not a module based layer).
4. Mapping
• The data is transformed to the Remote system format as specified in the mapping configuration (Mapping for outgoing response data).
• The already transformed data is returned to the requester.
5. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as transformed and prepared for sending to the remote system.
6. Network Transport
• Receives the remote operation name and the data already transformed to the Remote
System format from the requester.
155
• Constructs a valid request for the network transport.
• Sends the request to the remote system and waits for the response
11.2.2.2. Remote Response:
1. Network transport
• Receives the response and decodes the data payload.
• Returns the data to the requester.
2. ✃✃✃✃ ✃✃✃✃✃✃✃✃
• Data as received from the Remote System
3. Mapping
• The data is transformed from the External System format to the OTRS internal format as specified in the mapping configuration for this operation (Mapping for incoming response data).
• The already transformed data is returned to the requester.
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• Data as transformed and ready to be passed back to the requester.
5. Invoker
• Receives return data.
• Handles the data as needed specifically by each Invoker (included error handling if any).
• Return the Invoker result and data to the Requester.
6. Event Handler or Scheduler
• Receives the data from the Requester, in the case of the Scheduler this data might contain information to Re-Schedule the task immediately or in the future.
11.3. Web Services
A Web Service is a communication method between two systems, in our case OTRS and a
Remote System.
The heart of the Web Service is its configuration, where it is defined what actions the web service can perform internally (Operation), what actions the OTRS request can perform
Remote System (Invokers), how data is converted from one system to the other (Mapping), and over which protocol the communication will take place (Transport)
The Generic Interface is the framework that makes it possible to create Web Services for
OTRS in a pre-defined way, using already made building blocks that are independent from each other and interchangeable.
11.4. Web Service Graphical Interface
The web service graphical user interface (GUI) is a tool that allows to construct complex web service configurations in a user friendly and convenient interface. It allows to:
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• Create and Delete web services.
• Import and Export configurations (in YAML file format) for existing web services.
• View, Revert and Export old configurations for existing web services in the Web Service
History screen.
• Track all communication logs for each web service in the Debugger screen.
11.4.1. Web Service Overview
The "Web Services" link in the main screen of Admin Interface (in the System Administration box) leads to the web services overview screen, where you are able to manage your web service configurations. You can add new web services or change the configuration of the existing ones from this screen.
Every web service configuration screen has in the upper part of the screen a "bread crumbs" style navigation path. This navigation path is useful to know exactly in which part of the web service configuration we are, and also enables the user to jump back to any part of the configuration process at any time (this action will not save any changes).
Note
To create a new web service, press the button "Add web service", and provide the required information.
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11.4.2. Web Service Add
The only required field in this part is the web service "Name" that needs to be unique in the system and can not be left empty. Other fields are also necessary for the configuration like the "Debug Threshold" and "Validity" but these fields are already populated with the default value for each list.
The default value for "Debug Threshold" is "debug". When configured in this manner all communication logs are registered in the database. Each subsequent Debug Threshold value is more restrictive and discards communication logs of lower order than the one set in the system.
Debug Threshold levels (from lower to upper)
• Debug
• Info
• Notice
• Error
It is also possible to define the network transport protocol for "OTRS as Provider" and "OTRS as requester".
Click on the "Save" button to register the new web service in the database or click "Cancel" to discard this operation. You will now be returned to the web service overview screen.
If you already have a web service configuration file in YAML format you can click on the
"Import web service" button on the left side of the screen. For more information on importing web services please check the next section "Web Service Change".
Note
To change or add more details to a web service, click on the web service name in the web service overview screen.
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11.4.3. Web Service Change
On this screen you have a complete set of functions to handle every part of a web service.
On the left side in the action column you can find some buttons that allows you to perform all possible actions on a web service:
• Clone web service.
• Export web service.
• Import web service.
• Configuration History.
• Delete web service.
• Debugger.
Note
"Configuration history" and "Debugger" will lead you to different screens.
11.4.3.1. Web Service Clone
To clone a web service, you need to click on the "Clone web service" button. A dialog will be shown where you can use the default name or set a new name for the (cloned) web service.
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Note
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that the name of the web service must be unique within the system.
Click on "Clone" button to create the web service clone or "Cancel" to close the dialog.
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11.4.3.2. Web Service Export
The "Export web service" button gives you the opportunity to dump the configuration of the current web service into a YAML file, to download it and to store it on your file system. This can be specially useful if you want to migrate the web service from one server to another, for example from a testing environment to a production system.
Warning
All stored passwords in the web service configuration will be exported in plain text format.
Right after clicking the "Export web service" button a save dialog of your browser will appear, just like when you click on a file download link on a web page.
Note
Each browser on each operating system has its own save dialog screen and style.
Depending on the browser and its configuration it is possible that no dialog is shown
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and the file is saved to a default directory on your file system. Please check your browser documentation for more specific instructions if needed.
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11.4.3.3. Web Service Import
A valid web service configuration YAML file is required to use the import web service feature.
Click on the "Import web service" button, browse for the configuration file or provide the complete path in the input box.
Click "Import" button to create a new web service from a file or "Cancel" to close the dialog.
Note
The web service name will be taken from the configuration file name (e.g. if the file name is MyWebservice.yml the resulting web service will be named MyWebservice).
If a web service is registered in the system with the same name as the web service that you want to import, the system will lead you to the web service change screen to let you change the name of the imported web service.
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11.4.3.4. Web Service History
Every change to the web service configuration creates a new entry in the web service history
(as a journal). The web service history screen displays a list of all configuration versions for a web service. Each row (version) in the "Configuration History List" represents a single revision in the web service history.
Click on one of the rows to show the whole configuration as it was on that particular date / time. The configuration will be shown in the "History details" section of this screen. Here you are also able to export the selected web service configuration version or to restore that version into the current web service configuration.
The "Export web service configuration" behaves exactly as the "Export web service" feature in the web service change screen. For more information refer to that section.
If changes to the current web service configuration do not work as expected and it is not easy to revert the changes manually, you can click on the "Revert web service configuration" button. This will open a dialog to ask you if you are sure to revert the web service configuration. Click "Revert web service configuration" in this dialog to replace the current configuration with the selected version, or click "Cancel" to close the dialog.
Warning
Remember that any passwords stored in the web service configuration will be exported in plain text format.
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Please be careful when you restore a configuration because this the process is irreversible.
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11.4.3.5. Web Service Delete
Sometimes it is necessary to delete a web service completely. To do this you can press on the "Delete web service" button and a new dialog will appear asking for confirmation.
Clink on "Delete" to confirm the removal of the web service or on "Cancel" to close the dialog.
Warning
Deleting a web service can't be undone, please be careful when deleting a web service.
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11.4.3.6. Web Service Debugger
The Debugger stores the log of a web service. In the debugger screen you can track all the web service communications for either provider or requester types.
When this screen is shown the request list starts to load. After the list is fully filled you can choose one of the rows (that means a communication sequence) to check its details. This details will appear in a box below.
You can narrow the communication list using the filter on the right part of the screen. You can filter by:
• Communication type (provider or requester)
• Date: before and / or after a particular date
• The remote IP Address
• A combination of all.
After filter settings are set, push the "Refresh" button and a new list will be displayed meeting your search criteria.
Note
Depending on the search criteria for the filters the new list could return no results.
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On the left part of the screen under the action column you can select "Go back to the web service" or clear the debugger log by pushing the "Clear" button. This will open a dialog that ask you to confirm erasing of the log. Click "Clear" in the dialog button to perform the action or click on "Cancel" to close this dialog.
In the "Request details" section you can see all the details for the selected communication.
Here you can track the complete flow and check for possible errors or confirm success responses.
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11.4.3.7. Web Service Configuration Change
Returning to the web service change screen, now we are going to review the right side of it. Here we have the possibility to modify all the general data for a web service such as name, description, debug threshold, etc. Also there are two more sections below that allows us to modify specific parameters for communication types "OTRS as Provider" and "OTRS as Requester".
The web service configuration needs to be saved on each level. This means that if a setting is changed, links to other, deeper parts of the configuration will be disabled forcing you to save the current configuration level. After saving the disabled links will be re-enabled again allowing you to continue with the configuration.
On the "OTRS as provider" section it is possible to set or configure the network transport protocol. Only network transport back-ends that are registered are shown on the list. To configure the network transport click on the "Configure" button. It is also possible to add new operations in this box. To do this select one of the available operations from the "Add
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Operation" list. This will lead you to the operation configuration screen. After saving the new operation it will be listed in the table above.
"OTRS as requester" is very similar to the previous one, but instead of "operations" you can add invokers here.
Click the "Save" button to save and continue configuring the web service, "Save and finish" to save and return to the web service overview screen, or "Cancel" to discard current configuration level changes and return to web service overview screen.
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Note
Like the other Generic Interface configuration screens such as Network Transport,
Operation, Invoker and Mapping, the initial configuration (add) screen will only present two options: "Save" and "Cancel". If the configuration is re-visited, a new option "Save and Finish" will appear. The behavior of this feature is defined below.
"Save" will store the current configuration level in the database and it will return to the previous screen to review your changes or to configure deeper settings.
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"Save and Finish" will store the current configuration level in the database and it will return to the previous screen in the configuration hierarchy (to the immediate upper configuration level).
"Cancel" will discard any configuration change to the current configuration level and will return to the previous screen in the configuration hierarchy.
11.4.3.7.1. Web Service Provider Network Transport
In future the list of available network transports will be increased. Currently only the
"HTTP::SOAP" transport is available. Each transport has different configuration options to setup and they might use different frontend modules to configure it, but mostly they should look similar to the "HTTP::SOAP" transport configuration module.
It is quite simple to configure the "HTTP::SOAP" protocol as provider. There are only two settings: "Namespace" and "Maximum message length". These fields are required. The first one is a URI to give SOAP methods a context, reducing ambiguities, and the second one is a field where you can specify the maximum size (in bytes) for SOAP messages that OTRS will process.
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11.4.3.7.2. Web Service Operation
The actions that can be performed when you are using OTRS as a provider are called
"Operations". Each operation belongs to a controller. Controllers are collections of operations or invokers, normally operations from the same controller need similar settings and share the same configuration dialog. But each operation can have independent configuration dialogues if needed.
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Name, Description, Backend, and Mappings are fields that normally appear on every operation, other special fields can appear in non default configuration dialogues to fulfill specific needs of the operation.
Normally there are two mapping configuration sections on each operation, one for the incoming data and another one for the outgoing data. You can choose different mapping types (backends) for each mapping direction, since their configuration is independent from each other and also independent from the operation backend. The normal and most common practice is that the operation uses the same mapping type in both cases (with inverted configuration). The complete mapping configuration is done in a separate screen which depends on the mapping type.
The operation backend is pre-populated and is not editable. You will see this parameter when you choose the operation on the web service edit screen. The field is only informative.
In the left part of the screen on the action column you have the options: "Go back to web service" (discarding all changes since the last save) and "Delete". If you click on the last one, a dialog will open and ask you if you like to remove the operation. Click on "Delete" button to confirm the removal of the operation and it configuration or "Cancel" to close the delete dialog.
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11.4.3.7.3. Web Service Provider Transport
The network transport configuration for the requester is similar to the configuration for the provider. For the Requester "HTTP::SOAP" network transport there are more fields to be set.
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Apart from the "Endpoint" (URI of the Remote System web service interface to accept requests) and "Namespace" which are required fields, you can also specify:
• Encoding (such as utf-8, latin1, iso-8859-1, cp1250, etc) for the SOAP message.
• SOAPAction Header: you can use this to send an empty or filled SOAPAction header. Set to "No" and the SOAPAction header on the SOAP message will be an empty string, or set to "Yes" to send the soap action in Namespace#Action format and define the separator
(typically "/" for .Net web services and "#" for the rest).
• Authentication: to set the authentication mechanism, set to "-" to not use any authentication or select one from the list and the detail fields will appear.
Note
Currently only the "BasicAuth" (HTTP) authentication mechanism is implemented. You can decide whether or not to use it depending on the Remote System configuration.
If used, you must provide the User Name and the Password to access the remote system.
Warning
If you supply a password for authentication and after you export the web service to a YAML file this password will be revealed and will be written into a plain text string inside the YAML file. Be aware of it and take precautions if needed.
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11.4.3.7.4. Web Service Invoker
The actions that can be performed when you are using OTRS as a requester are called
"Invokers". Each invoker belongs to a controller (controllers are collections of operations or invokers). Usually invokers from the same controller need similar settings and share the same configuration dialogues. Each invoker can have independent configuration dialogues if needed.
Name, Description, Backend, and Mappings are fields that normally appear on every invoker.
Additionally the list of event triggers and other special fields can appear on non default configuration dialogues to fulfill special needs of the invoker.
Normally there are two mapping configuration sections for each invoker, one for the incoming data and another one for the outgoing data. You can choose different mapping types
(backends) for each mapping direction, since their configuration is independent from each other and also independent from the invoker backend. The normal and most common practice is that the invoker uses the same mapping type in both cases, with inverted configuration.
The complete mapping configuration is done in a separate screen, which depends on the mapping type.
The invoker backend is pre-populated and can not be edited. You will see this parameter when you choose the invoker on the web service edit screen. The field is only informative.
Event triggers are events within OTRS such as "TicketCreate", "ArticleSend", etc. These can act as triggers to execute the invoker. Each invoker needs to have at least one event trigger registered, or the invoker will be useless, because it will never be called. The asynchronous property of the event triggers define if the OTRS process will handle the invoker or if it will be delegated to the Scheduler.
Note
The OTRS Scheduler is a separate process that executes tasks in the background.
Using this the OTRS process itself will not be affected if the Remote System takes a long time to respond, if it is not available or if there are network problems. If you don't use the scheduler using web services can make OTRS slow or non-responsive.
Therefore it is highly recommend to use asynchronous event triggers as often as possible.
To add an Event trigger, first select the event family from the first list, then the event name from the second list, then set the asynchronous property (if unchecked means that the event trigger will not be asynchronous) and finally click on the plus button. A new event trigger will be created and it will be listed on the invoker "Event Triggers" list.
To delete an Event trigger, simply locate the event trigger to be deleted in the "Event Triggers" list and click on the trash icon at the end of the row. This will open a dialog that asks you if you are sure to delete the event trigger. Click "Delete" to remove the event trigger from the list, or "Cancel" to close the dialog.
In the left part of the screen on the action column you have the options: "Go back to web service" (discarding all changes since the last save) and "Delete". If you click on the last one, a dialog will emerge and ask you if you like to remove the invoker. Click on the "Delete" button to confirm the removal of the invoker and its configuration or "Cancel" to close the delete dialog.
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11.4.3.7.5. Web Service Mapping
There are cases where you need to transform the data from one format to another (map or change data structure), because normally a web service is used to interact with a Remote
System, that is highly probable that is not another OTRS system and / or could not understand the OTRS data structures and values. In these cases some or all values have to be changed, and sometimes even the names of the values (keys) or even the complete structure, in order to match with the expected data on the other end. To accomplish this task the Generic
Interface Mapping Layer exists.
Each Remote System has it own data structures and it is possible to create new mapping modules for each case (e.g. there is a customized mapping module for SAP Solution Manager shipped with OTRS), but it is not always necessary. The module Mapping::Simple should cover most of the mapping needs.
Note
When Mapping::Simple does not cover all mapping needs for a web service, a new mapping module should be created. To learn more about how to create new mapping modules please consult the OTRS Development Manual.
This module gives you the opportunity to set default values to map for each key or value for the whole communication data.
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At the beginning of the screen you will see a general section where you can set the default rules that will apply for all the unmapped keys and values. There are three options available, these options are listed below:
• Keep (leave unchanged): doesn't touch the keys or values in any way.
• Ignore (drop key/value pair): when this is applied to the key it deletes the key and value, because when a key is deleted then in consequence its associated value is deleted too.
When this is applied to the value, only the value is deleted, keeping the key, that now will be associated to an empty value.
• MapTo (use provided key or value as default): all keys and / or values without a defined map rule, will use this as default, when you select this option a new text field will appear to set this default.
Clicking on the "+" button for new key map, will display a new box for a single mapping configuration. You can add as many key mappings as needed. Just click on the "+" button again and a new mapping box will appear below the existing one. From this mapping boxes you can define a map for a single key, with the next options:
• Exact value(s): the old key string will be changed to a new one if the old key matches exactly.
• Regular expression: The key string will be replaced following a regular expression rule.
Pressing the new value map "+" button will display a new row for a value map. Here it is also possible to define rules for each value to be mapped with the same options as for the key map (Exact value and Regular expression). You can add as many values to map as needed, and if you want to delete one of them, just click on the "-" button for each mapping value row.
Deleting the complete key mapping section (box) is possible, just push on the "-" button located on the up right corner of each box that you want to delete.
If you need to delete a complete mapping configuration: go back to the corresponding operation or invoker screen, look for the mapping direction that you select before and set its value to "-", and save the configuration to apply changes.
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11.5. Web Service Command Line Interface
The Command Line Interface (CLI) is a fast way to work with the web services. It consists of a set of tools that can be use to perform basic operations like:
• Create, Update, Read, List and Delete web services based on YAML files.
• Read the Debugger log, with filter options.
Note
You don't need to use the CLI to work with web services. Integrated into the Admin interface there is a complete set of screens to interact with every part of the web services. Please read the web service GUI section included in this manual.
11.5.1. Web Service Configuration
The "WebserviceConfig.pl" was developed in order to create basic, but fast and powerful tool to work with web service configurations. It gives you the ability to perform the following actions:
• Add: to create web services using a YAML file as the configuration source.
• Update: to change an existing web service, the configuration can be changed using a different or modified YAML file.
• Read: to get the current web service configuration displayed on the screen.
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• List: to get a complete list of all the web services registered in system.
• Delete: to delete a web service from the system. Be careful when you use it, because this action can't be undone.
Warning
A web service READ operation will display all the configuration as plain text on the screen, including any stored passwords. Please be aware of this and take the needed precautions!
Example: Creating a new web service configuration:
shell> OTRS_HOME/bin/otrs.WebserviceConfig.pl -a write -n <webservice_name> f /path/to/yaml/file
Also you can use 'otrs.WebserviceConfig.pl' with following options:
• -a read -i <webservice_id> - To read a stored configuration.
• -a write -n <webservice_name> -f /path/to/yaml/file - To create a new web service.
• -a write -i <webservice_id> -f /path/to/yaml/file - To update a web service.
• -a list - To list available web services.
• -a delete -i <webservice_id> - To delete a web service.
11.5.2. Web Service Debugger
Another available tool via the command line interface is the
"otrs.GenericInterfaceDebugRead.pl" script, which is an interface to search for web service debugger log entries.
Example: Searching for debugger log entries:
shell> bin/otrs.GenericInterfaceDebugRead.pl
Optional parameters can be used for the "otrs.GenericInterfaceDebugRead.pl" script:
• -c - to filter by Communication ID (md5sum format).
• -t - to filter by CommunicationType ('Provider' or 'Requester').
• -a - to filter by date (At or After a date).
• -b - to filter by date (At or Before a date).
• -i - to filter by IP Address (must be valid IPv4 or IPv6 address).
• -w - to filter by Web Service ID.
• -d - to include detailed communication data.
Example: Searching for debugger log entries with all parameters:
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shell> ./otrs.GenericInterfaceDebugRead.pl -c a7cc4d9f5c70387a9bfbe1351bc88966
-t Provider -a '2011-07-22 00:00:00' -b '2011-07-26 00:00:00' -i 127.0.0.1 -w 123 -d 1
Note
It is highly recommended to include at least one of the filter options listed above, and even more if the "-d" option is selected, because ✃ ✃✃✃ ✃✃ information can be retrieved from the data base and displayed on the screen, this could result in slow response times and much more information than what you really needed.
11.6. Web Service Configuration
From its design the web services were conceived to be portable from one OTRS system to another, e.g. from a test or development environment to a production system. Therefore it was needed to have an easy way to extract the web service configuration from the database, and import it to another. To accomplish this task the Generic Interface uses YAML files as the web services configuration basis.
Why YAML? YAML is a markup language designed to be human friendly to read and write
(it is easier to understand than JSON), it does not have some of the limitations of XML like numeric tags, it is open, standardized, and is complete enough to store the whole web service configuration.
Note
To learn more about YAML please visit http://www.yaml.org/ .
The following is a web service configuration file example in YAML format:
---
Debugger:
DebugThreshold: debug
Description: This an example of a web service configuration
Provider:
Operation:
CloseIncident:
Description: This is a test operation
MappingInbound: {}
MappingOutbound: {}
RemoteSystemGuid: ''
Type: Test::Test
Test:
Description: This is a test operation
MappingInbound:
Config:
KeyMapDefault:
MapTo: ''
MapType: Keep
KeyMapExact:
Prio: Priority
ValueMap:
Priority:
ValueMapExact:
Critical: 5 Very High
Information: 1 Very Low
Warning: 3 Normal
ValueMapDefault:
MapTo: 3 Normal
MapType: MapTo
Type: Simple
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MappingOutbound:
Config:
KeyMapDefault:
MapTo: ''
MapType: Ignore
KeyMapExact:
Priority: Prio
ValueMap:
Prio:
ValueMapExact:
1 Very Low: Information
3 Normal: Warning
5 Very High: Critical
ValueMapDefault:
MapTo: ''
MapType: Ignore
Type: Simple
Type: Test::Test
Transport:
Config:
MaxLength: 10000000
NameSpace: http://www.example.com/actions
Type: HTTP::SOAP
RemoteSystem: remote.system.description.example.com
Requester:
Invoker:
Test:
Description: This is a test invoker
Events:
- Asynchronous: 1
Event: TicketCreate
- Asynchronous: 0
Event: ArticleUpdate
MappingInbound:
Type: Simple
MappingOutbound:
Type: Simple
Type: Test::Test
Transport:
Config:
Authentication:
Password: '*******'
Type: BasicAuth
User: otrs
Encoding: utf-8
Endpoint: http://www.example.com:8080/endpoint
NameSpace: http://www.example.com/actions
SOAPAction: Yes
SOAPActionSeparator: '#'
Type: HTTP::SOAP
11.6.1. Configuration Details
11.6.1.1. General
• Description: a short text that describes the web service.
• RemoteSystem: a short description of the Remote System.
• Debugger: a container for the debugger settings.
• Provider: a container for the provider settings.
• Requester: a container for the requester settings.
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11.6.1.2. Debugger
• DebugThreshold: the debugger level
Possible Values
• debug: all logs are stored in the database.
• info: info, notice and error level logs are stored in the database.
• notice: notice and error level logs are stored in the database.
• error: only error level logs are stored in the database.
11.6.1.3. Provider
• Operation: a container for each operation settings.
• Transport: a container for provider network transport settings.
11.6.1.3.1. Operation
• <OperationName>: Unique name for the operation, container for its own operation settings
(cardinality 0..n, but not duplicate).
11.6.1.3.1.1. <OperationName>
This section is based on operations from type "Test::Test" other operations might contain more or different settings.
• Description: a short text that describes the operation.
• MappingInbound: a container for the mapping settings for the incoming request data.
• MappingOutbound: a container for the mapping settings for the outgoing response data.
• Type: the operation backend, in Controller::Operation format.
11.6.1.3.1.1.1. MappingInbound
This section is based on mappings from type "Simple". Other mappings might contain more or different settings.
• Config: a container for this mapping settings.
• Type: the mapping backend.
11.6.1.3.1.1.1.1. Config
• KeyMapDefault: a container for all non mapped keys settings.
• ValueMapDefault: a container for all non mapped values settings.
• KeyMapExact: a container for all exact key mappings (cardinality 0 .. 1).
• KeyMapRegEx: a container for all regular expression key mappings (cardinality 0 .. 1).
• ValueMap: a container for all value mappings (cardinality 0 .. 1).
11.6.1.3.1.1.1.1.1. KeyMapDefault
• MapTo: the new value to be used (only applicable if MapType is set to MapTo).
177
• MapType: the rule for the mapping.
Possible Values
• Keep: leave unchanged.
• Ignore: drop.
• MapTo: change to the MapTo value.
11.6.1.3.1.1.1.1.2. ValueMapDefault
Similar to KeyMapDefault.
11.6.1.3.1.1.1.1.3. KeyMapExact
• <oldkey>: <newkey> (cardinality 0 .. n but not duplicate).
11.6.1.3.1.1.1.1.4. KeyMapRegEx
• <oldkey(RegEx)>: <newkey> ( cardinality 0 .. n but no duplicates).
11.6.1.3.1.1.1.1.5. ValueMap
• <newkey>: a container for value mappings for this new key (cardinality depends on the new keys from KeyMapExact and KeyMapRegEx).
11.6.1.3.1.1.1.1.5.1. <newkey>
• ValueMapExact: a container for all exact value mappings (cardinality 0 .. 1).
• ValueMapRegEx: a container for all regular expression value mappings (cardinality 0 .. 1).
11.6.1.3.1.1.1.1.5.1.1. valueMapExact
• <oldvalue>: <newvalue> ( cardinality 0 .. n but not duplicate).
11.6.1.3.1.1.1.1.5.1.2. ValueMapRegEx
• <oldvalue(RegEx)>: <newvalue> ( cardinality 0 .. n but not duplicate).
11.6.1.3.1.1.2. MappingOutbound
Same as MappingInbound.
11.6.1.3.1.1.3. Transport
This section is based on the provider network transport HTTP::SOAP, other transports might contain more or different settings.
• Config: a container for the specific network transport configuration settings.
• Type: the provider network transport backend.
11.6.1.3.1.1.3.1. Config
• MaxLength: the maximum length in bytes to be read in a SOAP message by OTRS.
• NameSpace: an URI that gives a context to all operations that belongs to this web service.
11.6.1.4. Requester
• Invoker: a container for each invokers' settings.
178
• Transport: a container for requester network transport settings.
11.6.1.4.1. Invoker
• <InvokerName>: Unique name for the invoker, container for its own invoker settings
(cardinality 0..n, but not duplicate).
11.6.1.4.1.1. <InvokerName>
This section is based on invokers from type "Test::Test" other invokers might contain more or different settings.
• Description: a short text that describes the invoker
• Events: a container for a unnamed list of event trigger settings.
• MappingInbound: a container for the mapping settings for the incoming response data.
• MappingOutbound: a container for the mapping settings for the outgoing request data.
• Type: the invoker backend, in Controller::Invoker format.
11.6.1.4.1.1.1. Events
• ✃✃✃✃ ✃✃✃✃✃✃✃: (cardinality 0 .. n)
• Asynchronous: to set if the invoker execution will be delegated to the Scheduler
Possible Values
• 0: not handled by the Scheduler.
• 1: handled by the Scheduler.
• Event: the name of the event trigger.
Possible Values (for ticket events)
• TicketCreate
• TicketDelete
• TicketTitleUpdate
• TicketUnlockTimeoutUpdate
• TicketQueueUpdate
• TicketTypeUpdate
• TicketServiceUpdate
• TicketSLAUpdate
• TicketCustomerUpdate
• TicketFreeTextUpdate
• TicketFreeTimeUpdate
179
• TicketPendingTimeUpdate
• TicketLockUpdate
• TicketArchiveFlagUpdate
• TicketStateUpdate
• TicketOwnerUpdate
• TicketResponsibleUpdate
• TicketPriorityUpdate
• HistoryAdd
• HistoryDelete
• TicketAccountTime
• TicketMerge
• TicketSubscribe
• TicketUnsubscribe
• TicketFlagSet
• TicketFlagDelete
• TicketSlaveLinkAdd
• TicketSlaveLinkDelete
• TicketMasterLinkDelete
Possible Values (for article events)
• Article Events
• ArticleCreate
• ArticleFreeTextUpdate
• ArticleUpdate
• ArticleSend
• ArticleBounce
• ArticleAgentNotification
• ArticleCustomerNotification
• ArticleAutoResponse
• ArticleFlagSet
180
• ArticleFlagDelete
• ArticleAgentNotification
• ArticleCustomerNotification
11.6.1.4.1.1.2. MappingInbound
Same as Operation MappingInbound
11.6.1.4.1.1.3. MappingOutbound
Same as Operation MappingInbound.
11.6.1.4.1.1.4. Transport
This section is based on the requester network transport HTTP::SOAP, other transports might contain more or different settings.
• Config: a container for the specific network transport configuration settings.
• Type: the requester network transport backend.
11.6.1.4.1.1.4.1. Config
• Authentication: a container for authentication settings.
• Encoding: the SOAP Message request encoding
• Endpoint: the URI of the Remote Server web service to accept OTRS requests
• NameSpace: an URI that gives a context to all invokers that belongs to this web service.
• SOAPAction: to send an empty or filled SOAPAction header in the SOAP Message (in
"<NameSpace> <Separator> <Action>" format).
Possible Values
• YES: to send a filled SOAPAction header.
• No: to send an empty SOAPAction header.
• SOAPActionSeparator: to set the <Separator> of a filled SOAPAction header.
Possible Values
• '/': used for .net web services.
• '#': used for all the rest web services.
11.6.1.4.1.1.4.1.1. Authentication
• User: the privileged user name that has access to the remote web service.
• Password: the password for privileged user in plain text.
• Type: the type of authentication.
181
11.7. Connectors
A Connector is in essence a set of actions that are either called Operations if OTRS acts as a web service provider or Invokers if OTRS acts as a web service requester. But it can also include special Mappings or Transports.
One Connector can either have only Operations, Only Invokers or both. A connector can even use parts of other connectors like the Mappings or Transports if they are not to specific for the Connector that is trying to implement them.
In other words a Connector is not limited to just the Controller layer but it can be extended to Data Mapping or Network Transport layers if needed.
Due to the modular design of the Generic Interface a Connector can be seen as a plug-in; this means that by adding Connectors the capabilities of the generic interface can be extended using: OTRS Feature add ons, OTRS Custom modules, 3rd Party modules, and so on.
11.7.1. Bundled Connectors
Included with this version of OTRS the following connectors are ready to be used.
• Session
• Ticket
11.7.1.1. Session Connector
This connector is capable to create a valid SessionID that can be used in any other operation.
Provides:
• Operations:
• SessionCreate
11.7.1.1.1. Operations
11.7.1.1.1.1. SessionCreate
Creates a new new valid SessionID to be used in other operations from other connectors like
TicketCreate.
Note
To use the SessionID in other operations from other connectors it is necessary that the operation implements authentication by SessionID. All the rest of the bundled operations are capable of accepting a valid SessionID as an authentication method.
Possible Attributes:
<SessionCreate>
<!--You have a MANDATORY CHOICE of the next 2 items at this level-->
<!--Optional:-->
<UserLogin>?</UserLogin>
<!--Optional:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Optional:-->
<Password>?</Password>
</SessionCreate>
182
11.7.1.2. Ticket Connector
This connector supplies the basic functionality to interact with tickets
Provides:
• Operations:
• TicketCreate
• TicketUpdate
• TicketGet
• TicketSearch
11.7.1.2.1. Operations
11.7.1.2.1.1. TicketCreate
Provides an interface to create a ticket in OTRS. A ticket must contain an Article and can contain several attachments, all defined Dynamic Fields can be also set on TicketCreate operation.
Possible Attributes:
<TicketCreate>
<!--You have a MANDATORY CHOICE of the next 3 items at this level-->
<!--Optional:-->
<UserLogin>?</UserLogin>
<!--Optional:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Optional:-->
<SessionID>?</SessionID>
<!--Optional:-->
<Password>?</Password>
<Ticket>
<Title>?</Title>
<!--You have a MANDATORY CHOICE of the next 2 items at this level-->
<!--Optional:-->
<QueueID>?</QueueID>
<!--Optional:-->
<Queue>?</Queue>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<TypeID>?</TypeID>
<!--Optional:-->
<Type>?</Type>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ServiceID>?</ServiceID>
<!--Optional:-->
<Service>?</Service>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<SLAID>?</SLAID>
<!--Optional:-->
<SLA>?</SLA>
<!--You have a MANDATORY CHOICE of the next 2 items at this level-->
<!--Optional:-->
<StateID>?</StateID>
183
<!--Optional:-->
<State>?</State>
<!--You have a MANDATORY CHOICE of the next 2 items at this level-->
<!--Optional:-->
<PriorityID>?</PriorityID>
<!--Optional:-->
<Priority>?</Priority>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<OwnerID>?</OwnerID>
<!--Optional:-->
<Owner>?</Owner>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ResponsibleID>?</ResponsibleID>
<!--Optional:-->
<Responsible>?</Responsible>
<CustomerUser>?</CustomerUser>
<!--Optional:-->
<PendingTime>
<Year>?</Year>
<Month>?</Month>
<Day>?</Day>
<Hour>?</Hour>
<Minute>?</Minute>
</PendingTime>
</Ticket>
<Article>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ArticleTypeID>?</ArticleTypeID>
<!--Optional:-->
<ArticleType>?</ArticleType>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<SenderTypeID>?</SenderTypeID>
<!--Optional:-->
<SenderType>?</SenderType>
<!--Optional:-->
<From>?</From>
<Subject>?</Subject>
<Body>?</Body>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ContentType>?</ContentType>
<Charset>?</Charset>
<MimeType>?</MimeType>
<!--Optional:-->
<HistoryType>?</HistoryType>
<!--Optional:-->
<HistoryComment>?</HistoryComment>
<!--Optional:-->
<AutoResponseType>?</AutoResponseType>
<!--Optional:-->
<TimeUnit>?</TimeUnit>
<!--Optional:-->
<NoAgentNotify>?</NoAgentNotify>
<!--Zero or more repetitions:-->
<ForceNotificationToUserID>?</ForceNotificationToUserID>
<!--Zero or more repetitions:-->
<ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>
<!--Zero or more repetitions:-->
<ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>
</Article>
<!--Zero or more repetitions:-->
<DynamicField>
<Name>?</Name>
184
<!--1 or more repetitions:-->
<Value>?</Value>
</DynamicField>
<!--Zero or more repetitions:-->
<Attachment>
<Content>cid:61886944659</Content>
<ContentType>?</ContentType>
<Filename>?</Filename>
</Attachment>
</TicketCreate>
11.7.1.2.1.2. TicketUpdate
TicketUpdate operation adds the capability to modify attributes from an existing ticket or to add a new article, including attachments and all defined dynamic fields for the ticket and the new article.
Note
It is not necessary to create a new article to modify a ticket attribute.
Possible Attributes:
<TicketUpdate>
<!--You have a MANDATORY CHOICE of the next 3 items at this level-->
<!--Optional:-->
<UserLogin>?</UserLogin>
<!--Optional:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Optional:-->
<SessionID>?</SessionID>
<!--Optional:-->
<Password>?</Password>
<!--You have a CHOICE of the next 2 items at this level-->
<TicketID>?</TicketID>
<TicketNumber>?</TicketNumber>
<!--Optional:-->
<Ticket>
<!--Optional:-->
<Title>?</Title>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<QueueID>?</QueueID>
<!--Optional:-->
<Queue>?</Queue>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<TypeID>?</TypeID>
<!--Optional:-->
<Type>?</Type>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ServiceID>?</ServiceID>
<!--Optional:-->
<Service>?</Service>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<SLAID>?</SLAID>
<!--Optional:-->
<SLA>?</SLA>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
185
<StateID>?</StateID>
<!--Optional:-->
<State>?</State>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<PriorityID>?</PriorityID>
<!--Optional:-->
<Priority>?</Priority>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<OwnerID>?</OwnerID>
<!--Optional:-->
<Owner>?</Owner>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ResponsibleID>?</ResponsibleID>
<!--Optional:-->
<Responsible>?</Responsible>
<!--Optional:-->
<CustomerUser>?</CustomerUser>
<!--Optional:-->
<PendingTime>
<Year>?</Year>
<Month>?</Month>
<Day>?</Day>
<Hour>?</Hour>
<Minute>?</Minute>
</PendingTime>
</Ticket>
<!--Optional:-->
<Article>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ArticleTypeID>?</ArticleTypeID>
<!--Optional:-->
<ArticleType>?</ArticleType>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<SenderTypeID>?</SenderTypeID>
<!--Optional:-->
<SenderType>?</SenderType>
<!--Optional:-->
<From>?</From>
<Subject>?</Subject>
<Body>?</Body>
<!--You have a CHOICE of the next 2 items at this level-->
<!--Optional:-->
<ContentType>?</ContentType>
<Charset>?</Charset>
<MimeType>?</MimeType>
<!--Optional:-->
<HistoryType>?</HistoryType>
<!--Optional:-->
<HistoryComment>?</HistoryComment>
<!--Optional:-->
<AutoResponseType>?</AutoResponseType>
<!--Optional:-->
<TimeUnit>?</TimeUnit>
<!--Optional:-->
<NoAgentNotify>?</NoAgentNotify>
<!--Zero or more repetitions:-->
<ForceNotificationToUserID>?</ForceNotificationToUserID>
<!--Zero or more repetitions:-->
<ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>
<!--Zero or more repetitions:-->
<ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>
</Article>
186
<!--Zero or more repetitions:-->
<DynamicField>
<Name>?</Name>
<!--1 or more repetitions:-->
<Value>?</Value>
</DynamicField>
<!--Zero or more repetitions:-->
<Attachment>
<Content>cid:166861569966</Content>
<ContentType>?</ContentType>
<Filename>?</Filename>
</Attachment>
</TicketUpdate>
11.7.1.2.1.3. TicketGet
This operation is used to get all the attributes of a ticket including the dynamic fields, all articles and all of the attachments that belong to the ticket.
Possible Attributes:
<TicketGet>
<!--You have a MANDATORY CHOICE of the next 3 items at this level-->
<!--Optional:-->
<UserLogin>?</UserLogin>
<!--Optional:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Optional:-->
<SessionID>?</SessionID>
<!--Optional:-->
<Password>?</Password>
<!--1 or more repetitions:-->
<TicketID>?</TicketID>
<!--Optional:-->
<DynamicFields>?</DynamicFields>
<!--Optional:-->
<Extended>?</Extended>
<!--Optional:-->
<AllArticles>?</AllArticles>
<!--Optional:-->
<ArticleSenderType>?</ArticleSenderType>
<!--Optional:-->
<ArticleOrder>?</ArticleOrder>
<!--Optional:-->
<ArticleLimit>?</ArticleLimit>
<!--Optional:-->
<Attachments>?</Attachments>
</TicketGet>
11.7.1.2.1.4. TicketSearch
TicketSearch operation returns a list of Ticket IDs that matches a predefined criteria.
Possible Attributes:
<TicketSearch>
<!--You have a MANDATORY CHOICE of the next 3 items at this level-->
<!--Optional:-->
<UserLogin>?</UserLogin>
187
<!--Optional:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Optional:-->
<SessionID>?</SessionID>
<!--Optional:-->
<Password>?</Password>
<!--Optional:-->
<Limit>?</Limit>
<!--Zero or more repetitions:-->
<TicketNumber>?</TicketNumber>
<!--Zero or more repetitions:-->
<Title>?</Title>
<!--Zero or more repetitions:-->
<Queues>?</Queues>
<!--Zero or more repetitions:-->
<QueueIDs>?</QueueIDs>
<!--Optional:-->
<UseSubQueues>?</UseSubQueues>
<!--Zero or more repetitions:-->
<Types>?</Types>
<!--Zero or more repetitions:-->
<TypeIDs>?</TypeIDs>
<!--Zero or more repetitions:-->
<States>?</States>
<!--Zero or more repetitions:-->
<StateIDs>?</StateIDs>
<!--Zero or more repetitions:-->
<StateType>?</StateType>
<!--Zero or more repetitions:-->
<StateTypeIDs>?</StateTypeIDs>
<!--Zero or more repetitions:-->
<Priorities>?</Priorities>
<!--Zero or more repetitions:-->
<PriorityIDs>?</PriorityIDs>
<!--Zero or more repetitions:-->
<Services>?</Services>
<!--Zero or more repetitions:-->
<ServiceIDs>?</ServiceIDs>
<!--Zero or more repetitions:-->
<SLAs>?</SLAs>
<!--Zero or more repetitions:-->
<SLAIDs>?</SLAIDs>
<!--Zero or more repetitions:-->
<Locks>?</Locks>
<!--Zero or more repetitions:-->
<LockIDs>?</LockIDs>
<!--Zero or more repetitions:-->
<OwnerIDs>?</OwnerIDs>
<!--Zero or more repetitions:-->
<ResponsibleIDs>?</ResponsibleIDs>
<!--Zero or more repetitions:-->
<WatchUserIDs>?</WatchUserIDs>
<!--Zero or more repetitions:-->
<CustomerID>?</CustomerID>
<!--Zero or more repetitions:-->
<CustomerUserLogin>?</CustomerUserLogin>
<!--Zero or more repetitions:-->
<CreatedUserIDs>?</CreatedUserIDs>
<!--Zero or more repetitions:-->
<CreatedTypes>?</CreatedTypes>
<!--Zero or more repetitions:-->
<CreatedTypeIDs>?</CreatedTypeIDs>
<!--Zero or more repetitions:-->
<CreatedPriorities>?</CreatedPriorities>
<!--Zero or more repetitions:-->
<CreatedPriorityIDs>?</CreatedPriorityIDs>
<!--Zero or more repetitions:-->
188
<CreatedStates>?</CreatedStates>
<!--Zero or more repetitions:-->
<CreatedStateIDs>?</CreatedStateIDs>
<!--Zero or more repetitions:-->
<CreatedQueues>?</CreatedQueues>
<!--Zero or more repetitions:-->
<CreatedQueueIDs>?</CreatedQueueIDs>
<!--Zero or more repetitions:-->
<DynamicFields>
<!--You have a MANDATORY CHOICE of the next 6 items at this level-->
<!--Optional:-->
<Equals>?</Equals>
<!--Optional:-->
<Like>?</Like>
<!--Optional:-->
<GreaterThan>?</GreaterThan>
<!--Optional:-->
<GreaterThanEquals>?</GreaterThanEquals>
<!--Optional:-->
<SmallerThan>?</SmallerThan>
<!--Optional:-->
<SmallerThanEquals>?</SmallerThanEquals>
</DynamicFields>
<!--Optional:-->
<Ticketflag>
<!--Optional:-->
<Seen>?</Seen>
</Ticketflag>
<!--Optional:-->
<From>?</From>
<!--Optional:-->
<To>?</To>
<!--Optional:-->
<Cc>?</Cc>
<!--Optional:-->
<Subject>?</Subject>
<!--Optional:-->
<Body>?</Body>
<!--Optional:-->
<FullTextIndex>?</FullTextIndex>
<!--Optional:-->
<ContentSearch>?</ContentSearch>
<!--Optional:-->
<ConditionInline>?</ConditionInline>
<!--Optional:-->
<ArticleCreateTimeOlderMinutes>?</ArticleCreateTimeOlderMinutes>
<!--Optional:-->
<ArticleCreateTimeNewerMinutes>?</ArticleCreateTimeNewerMinutes>
<!--Optional:-->
<ArticleCreateTimeNewerDate>?</ArticleCreateTimeNewerDate>
<!--Optional:-->
<ArticleCreateTimeOlderDate>?</ArticleCreateTimeOlderDate>
<!--Optional:-->
<TicketCreateTimeOlderMinutes>?</TicketCreateTimeOlderMinutes>
<!--Optional:-->
<ATicketCreateTimeNewerMinutes>?</ATicketCreateTimeNewerMinutes>
<!--Optional:-->
<TicketCreateTimeNewerDate>?</TicketCreateTimeNewerDate>
<!--Optional:-->
<TicketCreateTimeOlderDate>?</TicketCreateTimeOlderDate>
<!--Optional:-->
<TicketChangeTimeOlderMinutes>?</TicketChangeTimeOlderMinutes>
<!--Optional:-->
<TicketChangeTimeNewerMinutes>?</TicketChangeTimeNewerMinutes>
<!--Optional:-->
<TicketChangeTimeNewerDate>?</TicketChangeTimeNewerDate>
<!--Optional:-->
189
<TicketChangeTimeOlderDate>?</TicketChangeTimeOlderDate>
<!--Optional:-->
<TicketCloseTimeOlderMinutes>?</TicketCloseTimeOlderMinutes>
<!--Optional:-->
<TicketCloseTimeNewerMinutes>?</TicketCloseTimeNewerMinutes>
<!--Optional:-->
<TicketCloseTimeNewerDate>?</TicketCloseTimeNewerDate>
<!--Optional:-->
<TicketCloseTimeOlderDate>?</TicketCloseTimeOlderDate>
<!--Optional:-->
<TicketPendingTimeOlderMinutes>?</TicketPendingTimeOlderMinutes>
<!--Optional:-->
<TicketPendingTimeNewerMinutes>?</TicketPendingTimeNewerMinutes>
<!--Optional:-->
<TicketPendingTimeNewerDate>?</TicketPendingTimeNewerDate>
<!--Optional:-->
<TicketPendingTimeOlderDate>?</TicketPendingTimeOlderDate>
<!--Optional:-->
<TicketEscalationTimeOlderMinutes>?</TicketEscalationTimeOlderMinutes>
<!--Optional:-->
<TTicketEscalationTimeNewerMinutes>?</TTicketEscalationTimeNewerMinutes>
<!--Optional:-->
<TicketEscalationTimeNewerDate>?</TicketEscalationTimeNewerDate>
<!--Optional:-->
<TicketEscalationTimeOlderDate>?</TicketEscalationTimeOlderDate>
<!--Optional:-->
<ArchiveFlags>?</ArchiveFlags>
<!--Zero or more repetitions:-->
<OrderBy>?</OrderBy>
<!--Zero or more repetitions:-->
<SortBy>?</SortBy>
<!--Zero or more repetitions:-->
<CustomerUserID>?</CustomerUserID>
</TicketSearch>
11.7.2. Examples:
11.7.2.1. Web Service Configuration
The following is a basic but complete web service configuration file in YAML format to use all the Ticket Connector operations. In order to use it in OTRS you need to copy the content, save it into a file called GenericTicketConnector.yml, and import it into OTRS in the Web Services screen in the Admin panel by clicking in the "Add web service" action from the overview screen and then clicking in the "Import web service" action in the add screen.
---
Debugger:
DebugThreshold: debug
TestMode: 0
Description: Ticket Connector Sample
FrameworkVersion: 3.2.x CVS
Provider:
Operation:
SessionCreate:
Description: Creates a Session
MappingInbound: {}
MappingOutbound: {}
Type: Session::SessionCreate
TicketCreate:
Description: Creates a Ticket
MappingInbound: {}
MappingOutbound: {}
190
Type: Ticket::TicketCreate
TicketUpdate:
Description: Updates a Ticket
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketUpdate
TicketGet:
Description: Retrieve Ticket data
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketGet
TicketSearch:
Description: Search for Tickets
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketSearch
Transport:
Config:
MaxLength: 100000000
NameSpace: http://www.otrs.org/TicketConnector/
Type: HTTP::SOAP
RemoteSystem: ''
Requester:
Transport:
Type: ''
11.7.2.2. Perl SOAP Requester
The following code is a Perl script that can connect to OTRS via the generic interface. In order to perform the operations provided by the Ticket Connector, it uses two Perl CPAN modules
SOAP::Lite and Data::Dumper. Please make sure that your environment is capable to use these modules before you try to run the scipt.
#!/usr/bin/perl -w
# --
# otrs.SOAPRequest.pl - sample to send a SOAP request to OTRS Generic Interface Ticket
Connector
# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/
# --
# This program is free software; you can redistribute it and/or modify
# it under the terms of the GNU AFFERO General Public License as published by
# the Free Software Foundation; either version 3 of the License, or
# any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU Affero General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
# or see http://www.gnu.org/licenses/agpl.txt.
# -use strict; use warnings;
# use ../ as lib location use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin);
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use SOAP::Lite; use Data::Dumper;
# ---
# Variables to be defined.
# this is the URL for the web service
# the format is
# <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVICE_NAME>
# or
# <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERVICE_ID> my $URL = 'http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector';
# this name space should match the specified name space in the SOAP transport for the web
service.
my $NameSpace = 'http://www.otrs.org/TicketConnector/';
# this is operation to execute, it could be TicketCreate, TicketUpdate, TicketGet, TicketSearch
# or SessionCreate. and they must to be defined in the web service.
my $Operation = 'TicketCreate';
# this variable is used to store all the parameters to be included on a request in XML format.
Each
# operation has a determined set of mandatory and non mandatory parameters to work correctly.
Please
# check the OTRS Admin Manual in order to get a complete list of parameters.
my $XMLData = '
<UserLogin>some user login</UserLogin>
<Password>some password</Password>
<Ticket>
<Title>some title</Title>
<CustomerUser>some customer user login</CustomerUser>
<Queue>some queue</Queue>
<State>some state</State>
<Priority>some priority</Priority>
</Ticket>
<Article>
<Subject>some subject</Subject>
<Body>some body</Body>
<ContentType>text/plain; charset=utf8</ContentType>
</Article>
';
# ---
# create a SOAP::Lite data structure from the provided XML data structure.
my $SOAPData = SOAP::Data
->type( 'xml' => $XMLData ); my $SOAPObject = SOAP::Lite
->uri($NameSpace)
->proxy($URL)
->$Operation($SOAPData);
# check for a fault in the soap code.
if ( $SOAPObject->fault ) {
print $SOAPObject->faultcode, " ", $SOAPObject->faultstring, "\n";
}
# otherwise print the results.
else {
# get the XML response part from the SOAP message.
my $XMLResponse = $SOAPObject->context()->transport()->proxy()->http_response()->content();
# deserialize response (convert it into a perl structure).
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my $Deserialized = eval {
SOAP::Deserializer->deserialize($XMLResponse);
};
# remove all the headers and other not needed parts of the SOAP message.
my $Body = $Deserialized->body();
# just output relevant data and no the operation name key (like TicketCreateResponse).
for my $ResponseKey ( keys %{$Body} ) {
print Dumper( $Body->{$ResponseKey} );
}
}
12. OTRS Scheduler
The OTRS Scheduler is an independent system process that executes tasks in background.
These kind of processes are know as ✃✃✃✃✃✃✃ in Unix / Linux systems or as
✃✃✃✃✃✃✃✃
on Windows environments. It is independent but that doesn't mean that the
Scheduler does everything alone, it is fully integrated into OTRS and can use any OTRS module as needed to complete each task.
Currently the OTRS Scheduler is only able to handle Generic Interface tasks. These kind of tasks execute invokers that send requests to remote systems. Other handlers for different tasks will be added in future OTRS versions.
For sanity reasons the Scheduler process needs to be restarted from time to time. This is done automatically by the scheduler process itself once a day, but it can be adjusted as needed using the SysConfig by editing the "Scheduler::RestartAfterSeconds" setting.
The OTRS Scheduler is a fully automated process, the only needed human interaction is to check its status periodically and start or stop it as needed.
Note
If the Scheduler is stopped for any reason, all pending tasks and new tasks registered when the Scheduler is stopped will be executed as soon as the Scheduler starts again
(unless the tasks are set to be executed in the future).
12.1. Scheduler Graphical Interface
The Scheduler is not visible in the OTRS Graphical User Interface unless it stops running.
12.1.1. Scheduler Not Running Notification
There are two different types of notifications if the system detects that the scheduler is not running. This detection is based on the update frequency of the Scheduler process. If the difference between current time and the last process update time is 2 times the process update frequency a warning message will be displayed in the OTRS notification area. If it is over 4 times the process frequency then an alert will be displayed instead.
The Scheduler process update time can be configured via the SysConfig in the
"Scheduler::PIDUpdateTime" setting.
If you see a warning message it is not always necessary to take an action, but it is highly recommended to check if the scheduler process is running. If you see an alert, then there is a high chance that the scheduler is in fact not running and should be started.
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By default the Scheduler not running notification is enabled, if there is a valid web service registered in the database, and is only displayed to the users in the "admin" group.
To disable the notification (not recommended) or to change or add the notification groups, please edit the "Frontend::NotifyModule###800-Scheduler-Check" setting in the SysConfig.
✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃✃✃✃
12.1.2. Start Scheduler
By clicking on the Scheduler not running notification link (either warning or alert) a dialog box will open to let you start the Scheduler process again. The Scheduler can be started normally or forced to start, by clicking on the appropriate check box in the dialog.
Note
A forced Scheduler start is only necessary if previous Scheduler process was terminated abnormally and the Process ID is still registered in the database.
To have full control of the Scheduler process and to check it real status please use the command line tools described below.
✃✃✃✃✃✃✃ ✃✃✃✃✃ ✃✃✃✃✃✃✃✃✃✃
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12.2. Scheduler Command Line Interface
The Scheduler command line tools let you control the Scheduler process (Start / Stop) or query it status. There are also tools to register the process to be controlled by the operating system.
Included with OTRS there are two set of CLI tools, one for Unix / Linux OS and another for
MS Windows OS.
12.2.1. Unix / Linux
12.2.1.1. Scheduler Init.d Files
Init.d files are special scripts that are called by the operating system at startup and shutdown
(or restart) times.
OTRS provide init.d scripts to start / stop the OTRS Scheduler process automatically by the operating system, these scripts are located under OTRS_HOME/scripts.
Init.d scripts need to be copied to the correct location for your operating system. They need to have the proper permissions and some internal variables need to be set to work properly.
Init.d Script Internal Variables
• OTRS_HOME - the path of your OTRS installation.
• User - the apache process user name.
• Group - the apache process user's group name.
Note
Currently there are only init.d scripts for Linux platforms.
Table 4.6. List of Init Scripts And Supported Operating Systems
Init Script otrs-scheduler-linux otrs-scheduler-gentoo-init.d, otrs-schedulergentoo-conf.d
Supported OS
Red Hat, Fedora, CentOS, SUSE, openSUSE,
Debian, Ubuntu
Gentoo
Example 4.28. Example To Start The OTRS Scheduler Form An Init.d
Script
shell> /etc/init.d/otrs-scheduler-linux start
Available Actions
• start to start the OTRS Scheduler process.
• stop to stop the OTRS Scheduler process.
• restart to restart the OTRS Scheduler process.
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• status to query the OTRS Scheduler process status.
The Scheduler needs the database to be available to register its Process ID, for this reason is necessary to:
• Execute the Scheduler init.d script to ✃✃✃✃✃ the Scheduler process after the database process is up and running.
• Execute the Scheduler init.d script to ✃✃✃✃ the Scheduler before the database process shuts down.
Note
If you want the Scheduler to run at system startup, please read the documentation of the operating system to find out the right location to place the init.d scripts, how to configure them to run automatically and how to set the run order.
12.2.1.2. Scheduler Daemon File
This is the part of the Scheduler that stays running in the background checking for tasks to execute. It also provides the main functions to control the process.
All Unix / Linux uses the file OTRS_HOME/bin/otrs.Scheduler.pl.
Example 4.29. Example To Start The OTRS Scheduler
shell> OTRS_HOME/bin/otrs.Scheduler.pl -a start
Available Options
• -a action.
Possible Values
• start- to start the Scheduler process.
• stop- to stop the Scheduler process.
• status- to query Scheduler process status.
• -f to force the start or stop of the Scheduler process.
Example 4.30. Example To Force Stop The OTRS Scheduler
shell> OTRS_HOME/bin/otrs.Scheduler.pl -a stop -f 1
Note
Force stop the Scheduler is used remove the process ID from the database when the scheduler is not running and the process is still registered.
Force start the Scheduler is used to start the Scheduler process if the scheduler is not running and the process is registered.
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Force start or stop are only necessary if the start of the process is needed to be done before the process update time expires. Otherwise an expired entry in the database is discarded by normal start.
12.2.2. Windows
12.2.2.1. Scheduler Service Installer
The integration of the services into the MS Windows Operating System is done via the
Windows Service Control Manager (SCM). In order to make the OTRS Scheduler process to be controlled by the SCM is necessary to register this service
OTRS provides the script OTRS_HOME/bin/otrs.Scheduler4WinInstaller.pl to register or unregister the OTRS Scheduler into the SCM.
Example 4.31. Example To Register The OTRS Scheduler Into the
Widows SCM
shell> OTRS_HOME/bin/otrs.Scheduler4WinInstaller.pl -a install
Available Options
• -a action.
Possible Values
• install- to install the Scheduler process into the Windows SCM.
• remove- to remove the Scheduler process from the Windows SCM.
After installing into the Widows SCM the OTRS Scheduler process can be used like any other service in Windows. It can be started, stopped and restarted and can be configured to be started manually or automatic.
Note
To learn more about Windows Services and the Windows SCM please read the Windows documentation, and Microsoft online help.
12.2.2.2. Scheduler Service File
This is the part of the Scheduler that stays running in the background checking for tasks to execute. It also provides the main functions to control the process.
Windows Operating System uses the file OTRS_HOME/bin/otrs.Scheduler4Win.pl.
Example 4.32. Example To Start The OTRS Scheduler
shell> OTRS_HOME/bin/otrs.Scheduler4Win.pl -a start
Available Options
• -a action.
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Possible Values
• start- to start the Scheduler process.
• stop- to stop the Scheduler process.
• status- to query Scheduler process status.
• -f to force the start or stop of the Scheduler process.
Example 4.33. Example To Force Stop The OTRS Scheduler
shell> OTRS_HOME/bin/otrs.Scheduler4Win.pl -a stop -f 1
Note
Force stopping the Scheduler is used to remove the process ID from the database when the scheduler is not running and the process is still registered.
Force starting the Scheduler is used to start the Scheduler process if the scheduler is not running and the process is still registered.
Force start or stop are only necessary if starting the process is needed to be done before the process update time expires. Otherwise an expired entry in the database would be discarded by a normal start.
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Chapter 5. Customization
1. Access Control Lists (ACLs)
1.1. Introduction
From OTRS 2.0 on, Access Control Lists (ACLs) can be used to control access to tickets, modules, queues, etc., or to influence actions on tickets (closing, moving, etc.) in certain
situations. ACLs can be used to supplement the existing permission system of roles and
groups. Using ACLs, rudimental workflows within the system can be mapped, based on ticket
attributes.
As yet, ACLs cannot be created using the SysConfig interface. They must be directly entered
into the Kernel/Config.pm file. This chapter has some ACL examples which will walk you trough the process of defining ACL definitions, and a reference of all possible important ACL settings.
1.2. Examples
Example 5.1. ACL allowing movement into a queue of only those tickets with ticket priority 5.
This example shows you the basic structure of an ACL. First, it needs to have a name. In this case, it is "ACL-Name-2". Note that the ACLs will be numerically sorted before execution, so you should use the names carefully.
Secondly, you have a "Properties" section which is a filter for your tickets. All the criteria defined here will be applied to a ticket to determine if the ACL must be applied or not. In our example, a ticket will match if it is in the queue "Raw" and has priority "5 very high".
This is also affected by changes in the form (e.g. if the ticket is the queue "raw" and had a priority "3 normal", but then priority drop-down is selected and the priority is changed now to "5 very high" will also match).
Lastly, a section "Possible" defines modifications to the screens. In this case, from the available queues, only the queue "Alert" can be selected in a ticket screen.
# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['Raw'],
Priority => ['5 very high'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
Queue => ['Alert'],
},
},
};
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Example 5.2. ACL allowing movement into a queue of only those tickets with ticket priority 5 stored in the database.
This example is very similar to the last one, but in this case only tickets in the queue "Raw" and with a priority "5 very high", both stored in the database will match. This kind of ACLs does not consider changes in the form before the ticket is really updated in the database.
# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
# match properties
PropertiesDatabase => {
# current ticket match properties
Ticket => {
Queue => ['Raw'],
Priority => ['5 very high'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
Queue => ['Alert'],
},
},
};
Example 5.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button.
Here you can see how a ticket field (state) can be filtered with more than one possible value to select from. It is also possible to limit the actions that can be executed for a certain ticket.
In this case, the ticket cannot be closed.
$Self->{TicketAcl}->{'101-Second-Example-ACL'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['Raw'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['new', 'open', 'pending reminder'],
},
# possible action options
Action => {
AgentTicketBounce => 1,
AgentTicketClose => 0,
AgentTicketCompose => 1,
AgentTicketCustomer => 1,
AgentTicketForward => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketLink => 1,
AgentTicketLock => 1,
AgentTicketMerge => 1,
AgentTicketMove => 1,
AgentTicketNote => 1,
AgentTicketOwner => 1,
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AgentTicketPending => 1,
AgentTicketPhone => 1, # only used to hide the Split action
AgentTicketPhoneInbound => 1,
AgentTicketPhoneOutbound => 1,
AgentTicketPrint => 1,
AgentTicketPriority => 1,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentTicketZoom => 1,
AgentLinkObject => 1, # only used to hide the Link action
},
},
};
Example 5.4. ACL removing always state closed successful.
This example shows how it is possible to define negative filters (the state "closed successful" will be removed). You can also see that not defining match properties for a ticket will match any ticket, i. e. the ACL will always be applied. This may be useful if you want to hide certain values by default, and only enable them in special circumstances (e. g. if the agent is in a specific group).
$Self->{TicketAcl}->{'102-Third-ACL-Example'} = {
# match properties
Properties => {
# current ticket match properties (match always)
},
# return possible options
PossibleNot => {
# possible ticket options
Ticket => {
State => ['closed successful'],
},
},
};
Example 5.5. ACL only showing Hardware services for tickets that are created in queues that start with "HW".
This example also shows you how you can use regular expressions for matching tickets and for filtering the available options.
$Self->{TicketAcl}->{'Only-Hardware-Services-for-HW-Queues'} = {
# match properties
# note we don't have "Ticket => {" because there's no ticket yet
Properties => {
Queue => {
Name => ['[RegExp]HW'],
}
},
# return possible options
Possible => {
# possible ticket options
Ticket => {
Service => ['[RegExp]^(Hardware)'],
},
},
};
1.3. Reference
In the example below there is a list of all parameters which can be used for ACLs.
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Please see the section on ACLs in the ProcessManagement documentation for a detailed
descripton of how to use ACLs for process tickets.
Example 5.6. Reference showing all possible important ACL settings.
# ticket acl
$Self->{TicketAcl}->{'200-ACL-Reference'} = {
# match properties (current values from the form)
Properties => {
# the used frontend module
Frontend => {
Action => ['AgentTicketPhone', 'AgentTicketEmail'],
},
# the logged in agent
User => {
UserLogin => ['some login'],
Group_rw => [
'hotline',
],
Role => [
'admin',
],
# ...
},
# the logged in customer
CustomerUser => {
UserLogin => ['some login'],
Group_rw => [
'hotline',
],
Role => [
'admin',
],
# ...
},
# process properties
Process => {
ProcessEntityID => ['P1'], # the Process that the current ticket is part
of
ActivityEntityID => ['A1'], # the current Activity of the ticket
ActivityDialogEntityID => ['AD1'], # the current ActivityDialog that the Agent/
Customer is using
},
# ticket properties
Queue => {
Name => ['Raw'],
QueueID => ['some id'],
GroupID => ['some id'],
Email => ['some email'],
RealName => ['OTRS System'],
# ...
},
Service => {
ServiceID => ['some id'],
Name => ['some name'],
ParentID => ['some id'],
# ...
},
Type => {
ID => ['some id'],
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Name => ['some name'],
# ...
},
Priority = {
ID => ['some id'],
Name => ['some name'],
# ...
},
SLA = {
SLAID => ['some id'],
Name => ['some name'],
Calendar => ['some calendar'],
# ...
},
State = {
ID => ['some id'],
Name => ['some name'],
TypeName => ['some state type name'],,
TypeID => ['some state type id'],
# ...
},
Owner => {
UserLogin => ['some login'],
Group_rw => [
'some group',
],
Role => [
'admin',
],
# ...
},
Responsible => {
UserLogin => ['some login'],
Group_rw => [
'some group',
],
Role => [
'admin',
],
# ...
},
DynamicField => {
# Names must be in DynamicField_<field_name> format.
# Values in [ ... ] must always be the untranslated internal data keys
# specified in the dynamic field definition and
# not the data values shown to the user.
DynamicField_Field1 => ['some value'],
DynamicField_OtherField => ['some value'],
DynamicField_TicketFreeText2 => ['some value'],
# ...
},
# alternatively, ticket properties can be specified in the ticket hash
Ticket => {
Queue => ['Raw'],
State => ['new', 'open'],
Priority => ['some priority'],
Lock => ['lock'],
CustomerID => ['some id'],
CustomerUserID => ['some id'],
Owner => ['some owner'],
DynamicField_Field1 => ['some value'],
DynamicField_MyField => ['some value'],
# ...
},
},
# match properties (existing values from the database)
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PropertiesDatabase => {
# See section "Properties", the same config can be used here.
# ...
}
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
Queue => ['Hotline', 'Coordination'],
State => ['some state'],
Priority => ['5 very high'],
DynamicField_Field1 => ['some value'],
DynamicField_MyField => ['some value'],
# ...
NewOwner => ['some owner'],
OldOwner => ['some owner'],
# ...
},
# Limit the number of possible ActivityDialogs the Agent/Customer
# can use in a process ticket.
ActivityDialog => ['AD1', 'AD3'],
# possible action options (white list)
Action => {
AgentTicketBounce => 1,
AgentTicketClose => 1,
AgentTicketCompose => 0,
AgentTicketCustomer => 0,
AgentTicketForward => 0,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketLink => 0,
AgentTicketLock => 1,
AgentTicketMerge => 0,
AgentTicketMove => 1,
AgentTicketNote => 1,
AgentTicketOwner => 1,
AgentTicketPending => 1,
AgentTicketPhone => 1, # only used to hide the Split action
AgentTicketPhoneInbound => 0,
AgentTicketPhoneOutbound => 1,
AgentTicketPrint => 1,
AgentTicketPriority => 0,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentTicketZoom => 1,
AgentLinkObject => 1, # only used to hide the Link action
},
},
# remove options (black list)
PossibleNot => {
# See section "Possible"
# ...
},
};
Note
While matching ACLs if CustomerUserID parameter sent, the ACL mechanism will compare the defined ACLs using the supplied CustomerUserID to gather the
CustomerUser details to fill the CustomerUser hash and it also overrides the Customer information in the Ticket hash for the Properties match. On the other hand this
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calculations are also made for the PropertiesDatabase part, but using the Ticket
Customer as the basis to gather the data.
Notice that in Customer Interface, the CustomerUserID is always sent with the current logged Customer User.
Be aware that in ticket search screens (AgentTicketSearch and CustomerTicketSearch) the only affected attributes by ACLs are the Dynamic Fields. This means that this screens you can not restrict any other attribute like ticket type, state, queue, etc.
2. Process Management
2.1. Introduction
This feature of OTRS allows you to model processes (work-flows) in the ticket system. The basic idea is to be able to define recurring processes, and to delegate work items to different people, as well as leading the progress of a process in different directions based on certain criteria.
2.2. Example process
Let's see an example to make it more demonstrative. We will define a book order process:
2.2.1. Recording the demand
Before an order will be placed, the demand for literature by an employee will be recorded.
The following book is needed in our example:
Title: Prozessmanagement für Dummies
Autor: Thilo Knuppertz
ISBN: 3527703713
2.2.2. Approval by superior
The head of the employee's department needs to decide on the order. In case of a denial, a reason should be recorded by the superior. In case of approval, the order is passed to the purchasing department.
2.2.3. Processing by purchasing department
Purchasing now has the task to find out where the book can be ordered with the best conditions. If it is out of stock, this can be recorded in the order. In case of a successful order purchasing will record the supplier, the price and the delivery date.
2.2.4. Processing by the mail room
The shipment will arrive at the company. The incoming goods department checks the shipment and records the date of receipt. Now the employee will be informed that their order has arrived and is ready to be collected.
2.3. Implementing the example
If we assume that a ticket acts in this work-flow like an accompanying document that can receive change notes, we already have a clear picture of process tickets.
From the analysis of the example process we can identify the following necessary items:
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• Possibilities to record data, let's call them ✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃,
• Checks which can react to changed data automatically, let's call them
✃✃✃✃✃✃✃✃✃✃✃
,
• changes which can be applied to a process ticket after successful transitions of a process ticket, let's call them ✃✃✃✃✃✃✃✃✃✃ ✃✃✃✃✃✃✃.
We also need an additional item which might not be as obvious:
• A possibility to offer more than just one Activity Dialog to be available. In our example this is needed when the superior must have the choice between "Approve" and "Deny". Let's call this ✃✃✃✃✃✃✃✃.
Now, with Activities, Activity Dialogs, Transitions and Transition Actions we have the necessary tools to model the individual steps of our example. What's still missing is an area where for each work-flow the order of the steps can be specified. Let's call this ✃✃✃✃✃✃✃.
To be able to refer to all these entities later, we will assign to them an abbreviation in parentheses. This abbreviation is based on an internal identification mechanism called
EntityIDs.
The EntityIDs are conformed with one or two letters (depending on the process part or entity) and then a consecutive number, examples:
• Process: 'P1', 'P2' ... 'Pn'.
• Activity: 'A1', 'A2' ... 'An'.
• Activity Dialog: 'AD1', 'AD2' ... 'ADn'.
• Transition: 'T1', 'T2' ... 'Tn'.
• Transition Action: 'TA1', 'TA2' ... 'TAn'.
Before the creation of the process and its parts is necessary to prepare the system, we will need to define some Queues, Users and Dynamic Fields as well as set some SysConfig options.
Create the following Queues:
• Superior
• Employee
• Purchasing
• Post office
Create the following Users:
• Superior
• Employee
Create the following Dynamic Fields:
• Title
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Label
Type
Object
• Author
Label
Type
Object
Title
Text
Ticket
Author
Text
Ticket
• ISBN
Label
Type
Object
• Status
Label
Type
Object
Possible Values
Label
Type
Object
• DeliveryDate
ISBN
Text
Ticket
Status
Dropdown
Ticket
• Approval
• Approval denied
• Approved
• Order denied
• Order placed
• Shipment received
Note: Please use this exactly this possible values for "Key" and "Value" in the Dynamic
Field setup.
• Supplier
Label
Type
Object
• Price
Supplier
Text
Ticket
Price
Text
Ticket
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Label
Type
Object
• DateOfReceipt
Delivery date
Date
Ticket
Label
Type
Object
Date Of Receipt
Date
Ticket
Set the the following SysConfig settings:
• 'Ticket::Responsible': Yes
• 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups':
Key:
Book
General
Order
Shipment
Content:
Title, Author, ISBN
Status
Price, Supplier, DeliveryDate
DateOfReceipt
• 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField':
Key:
Author
DateOfReceipt
DeliveryDate
ISBN
Price
Status
Supplier
Title
Content:
1
1
1
1
1
1
1
1
Now lets start with the real Process Management stuff. In the next step, we will define the individual entities that we need.
2.3.1. Process (as a container)
To create a new process is necessary to click on the "Process Management" link in the System
Administration box in the Admin panel, this will lead to the Process Management Overview screen. After the creation of the process we can create all other entities (or process parts).
Note
Activities, Activity Dialogs, Transitions and Transition Actions defined in one process will be available for all the processes in the system.
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Click on the "Create New Process" action from the Actions box.
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Fill the process information,set Process Name and the Description, we will leave the process
State as "inactive", until we finish all the tasks. Save the process.
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2.3.2. Activity Dialogs
Click on the new process name in the Process Management Overview Screen, then in the
"Available Process Elements" click in "Activity Dialogs" (this action will expand the activity dialog options and will collapse all others doing and accordion like effect), then click on
"Create New Activity Dialog".
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In the opened popup screen fill the "Activity dialog Name" as well as the "Description (short)" fields, for this example we will leave all other fields as the default, to assign fields to the
Activity Dialog simple drag the required field from the "Available Fields" pool and drop into the "Assigned Fields" pool. The order in the "Assigned Fields" pool is the order as the fields will have in the screen, to modify the order simply drag and drop the filed within the pool to rearrange it in the correct place.
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As soon as the fields are dropped into the "Assigned Fields" pool another popup screen is shown with some details about the field, we will leave the default options and only for Article fields we should make sure that the ArticleType field is set to "note-internal".
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After all fields are assigned click on the submit button in the main popup screen to save the changes.
In this example we will use Article field for comments, but another option could be to create a TextArea type Dynamic Field, the rest of the mentioned fields in the lines below are the
Dynamic Fields that we define before.
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Please be aware that in this screen all the Dynamic Fields has the prefix "DynamicField_" as in "DynamicField_Title", Do not confuse with the field "Title" that is the Ticket Title.
Create the following Activity Dialogs:
• "Recoding the demand" (AD1)
An Activity Dialog that contains all the required fields for the data to be collected for the order (Title, Author and ISBN), and a Status field with the possibility to choose "Approval".
• "Approval denied" (AD2)
An Activity Dialog with a comment field (Article) and a Status field with the option "Approval denied".
• "Approved" (AD3)
Here we just need the Status field with the option "Approved".
• "Order denied" (AD4)
An activity dialog which makes it possible for purchasing to reject an impossible order
(book out of stock). Here we also need a comment field and the Status field with the option
"Order denied".
• "Order placed" (AD5)
An activity dialog with the fields Supplier, Price and Delivery date for purchasing and the
Status field with the option "Order placed".
• "Shipment received" (AD6)
An activity for the mail room with a field for the Date of receipt and the Status field with the option "Shipment received".
To restrict the Status field for each activity dialog we need to add some ACLs in the Kernel/
Config.pm or to a new perl file located in Kernel/Config/Files.
$Self->{TicketAcl}->{'P1-AD1-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD1'],
},
},
Possible => {
Ticket => {
DynamicField_Status => ['Approval'],
},
},
};
$Self->{TicketAcl}->{'P1-AD2-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD2'],
},
},
Possible => {
Ticket => {
211
DynamicField_Status => ['Approval denied'],
},
},
};
$Self->{TicketAcl}->{'P1-AD3-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD3'],
},
},
Possible => {
Ticket => {
DynamicField_Status => ['Approved'],
},
},
};
$Self->{TicketAcl}->{'P1-AD4-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD4'],
},
},
Possible => {
Ticket => {
DynamicField_Status => ['Order denied'],
},
},
};
$Self->{TicketAcl}->{'P1-AD5-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD5'],
},
},
Possible => {
Ticket => {
DynamicField_Status => ['Order placed'],
},
},
};
$Self->{TicketAcl}->{'P1-AD6-1'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD6'],
},
},
Possible => {
Ticket => {
DynamicField_Status => ['Shipment received'],
},
},
};
2.3.3. Transitions
In the "Available Process Elements" click in "Transitions", then click on "Create New
Transition".
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In the opened popup screen fill the "Transition Name", then in the conditions, for this examples we will use just one condition and just one field, for both we can leave the Type of
Linking as "and" and we will use the filed match type value as "String".
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After all conditions are set click on the submit button to save the changes.
Create the following Transitions:
• "Approval" (T1)
A transition which checks if the Status field is set to "Approval".
• "Approval denied" (T2)
A transition which checks if the Status field is set to "Approval denied".
• "Approved" (T3)
A transition which checks if the Status field is set to "Approved".
• "Order denied" (T4)
A transition which checks if the Status field is set to "Order denied".
• "Order placed" (T5)
A transition which checks if the Status field is set to "Order placed".
• "Shipment received" (T6)
A transition which checks if the Status field is set to "Shipment received".
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2.3.4. Transition Actions
Click on "Transition Actions" in the "Available Process Elements", then click on "Create New
Transition Action".
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In the opened popup screen fill the "Transition Name", and the "Transition Action module" then add the required and optional parameter names and values.
All the Transition Action Modules are located in Kernel/System/ProcessManagement/
TransitionAction and the following is the list of bundled Transition Actions included in this release
• DynamicFieldSet
• TicketArticleCreate
• TicketCustomerSet
• TicketLockSet
• TicketOwnerSet
• TicketQueueSet
• TicketResponsibleSet
• TicketServiceSet
• TicketSLASet
• TicketStateSet
• TicketTitleSet
• TicketTypeSet
Each module has its own and different parameters. Please review the module documentation
to learn all require and optional parameters.
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After all parameters and values are set click on the submit button to save the changes.
Create the following Transitions Actions:
• "Move the process ticket into the 'Superior' queue" (TA1)
This action is supposed to be executed when the Transition "Approval" (T1) applied.
• "Change ticket responsible to 'Superior'" (TA2)
To be executed when the Transition "Approval" (T1) applied.
• "Move the process ticket into the 'Employee' queue"" (TA3)
To be executed when:
• The Transition "Approval denied" (T2) applied
• The Transition "Order denied" (T4) applied
• The Transition "Shipment received" (T6) applied
• "Change ticket responsible to 'Employee'" (TA4)
To be executed when:
• The transition "Approval denied" (T2) applied
• The transition "Order denied" (T4) applied
• The transition "Shipment received" (T6) applied
• "Move process ticket into the 'Purchasing' queue" (TA5)
To be executed when the transition "Approved" (T3) applied.
• "Move process ticket into the 'Post office' queue" (TA6)
To be executed when the transition "Order placed" (T5) applied.
• "Close ticket successfully" (TA7)
To be executed when:
• The transition "Shipment received" (T6) applied
• "Close ticket unsuccessfully" (TA8)
To be executed when:
• The transition "Approval denied" (T2) applied
• The transition "Order denied" (T4) applied
As you can see, there are places where the same Transition Actions should be executed.
Therefore it is reasonable to make it possible to link Transition Actions freely with Transitions to be able to reuse them.
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2.3.5. Activities
We chose the approach to see Activities as a basket which can contain one or more Activity
Dialogs.
Click on "Activities" in the "Available Process Elements", then click on "Create New Activity".
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In the opened popup screen fill the "Activity Name", Then drap the required Activity Dialogs from the "Available Activity Dialogs" pool, and drop then into to the "Assigned Activity
Dialogs" pool. This dialogs will be presented (in the ticket zoom screen) in the same order as it is defined on this screen translating from top to bottom, to left to right.
This order is specially important in the first Activity, since the first Activity Dialog for this activity is the only one that is presented when the process starts
Create the following Activities:
• "Recording the demand" (A1)
Contains the Activity Dialog "Recording the demand" (AD1)
• "Approval" (A2)
Contains the Activity Dialogs "Approval denied" (AD2) as well as "Approved" (AD3)
• "Order" (A3)
Contains the Activity Dialogs "Order rejected" (AD4) as well as "Order placed" (AD5)
• "Incoming" (A4)
Contains the Activity Dialog "Shipment received" (AD6)
• "Process complete" (A5): This is an Activity without possible Activity Dialogs. It will be set after "Approval denied", "Order denied" or "Shipment received" and represents the end of the process.
Now we can clearly see that Activities are precisely defined states of a process ticket. After a successful Transition a process ticket moves from one Activity to another.
2.3.6. Book ordering process Path
Let us conclude our example with the last missing piece in the puzzle, the Process as the a flow describer. In our case this is the whole ordering work-flow. Other processes could be office supply ordering or completely different processes.
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The process has a starting point which consists of the start Activity and the start Activity
Dialog. For any new book order, the start Activity Dialog (first Activity Dialog for the first
Activity) is the first screen that is displayed. If this is completed and saved, the Process ticket will be created and can follow the configured work-flow.
The process also contains the directions for how the process ticket can move through the
Process. Let's call this the "Path". It consists of the start Activity, one or more Transitions
(possibly with Transition Actions), and other Activities.
Assuming that the Activities has already assigned their Activity Dialogs drag an Activity from the accordion (in the left part of the screen) and drop it into the canvas area (below process information). Notice that an arrow from the process start (green circle) to the Activity is placed automatically. (This is the first Activity and its first Activity Dialog is the first screen that will be shown when the process starts).
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Next, drag another Activity into the canvas too. now we will have two Activities in the canvas the first one is connected to the start point and the second has no connections, you can hover the mouse over each activity to reveal their own Activity Dialogs.
217
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Then let's create the "Path" (connection) between this two Activities, for this we will use the
Transitions, Click on Transitions in the accordion drag a Transition and drop it inside the first
Activity, notice that the Activity change its color indicating that the Transition is attached, as soon as the Transition is dropped the end point of the Transition arrow will be placed next to the process start point. Drag the Transition arrow end point and drop it inside the other
Activity to create the connection between the Activities.
218
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Now that the "Path" between the Actions is defined, then we need to assign the Transition
Actions to the Transition, double click the Transition label (in the canvas), this will open a new popup window.
219
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Drag the needed Transition Actions from Available Transition Actions pool and drop them into the Assigned Transition Actions pool and click on submit button.
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Then back in the main process edit screen click on save button below the canvas to save all other changes.
Complete the "path"" adding the following Activities, Transitions and Transition Actions:
220
Recording the demand until "Approval"
• Starting point: Activity: Recording the demand (A1)
• Possible Transition: Approval (T1)
• If the condition of this activity is fulfilled, the ticket will move to Activity: Approval (A2)
• Additionally, the following TransitionActions are executed:
• "Moving the ticket into the 'Superior' Queue" (TA1)
• "Set ticket responsible to 'Superior'" (TA2)
The Activity: "Recording the demand" (A1) is a defined step of the process ticket, where there is the possibility for the Transition: "Approval" (T1). If this applies, the ticket will move to the next Activity: "Approval" (A2), and the Transition Actions: "Moving the ticket into the
'Superior' Queue" (TA1) and "Set ticket responsible to 'Superior'" (TA2) are executed. In the
Activity: "Approval" (A2), the Activity Dialogs: "Approval denied" (AD2) and "Approved" (AD3) are available.
Approval
• Starting Point: Activity "Approval" (A2)
• Possible Transitions:
• "Approval denied" (T2)
• If this matches, the process ticket will move to Activity:"Process complete" (A5).
• Additionally, the following Transition Actions are executed:
• "Move process ticket to the 'Employee' Queue" (TA3)
• "Set ticket responsible to 'Employee'" (TA4)
• "Close ticket unsuccessfully" (TA8)
• "Approved" (T3)
• If this matches, the process ticket will move to Activity: "Order" (A3).
• Additionally, the following Transition Action is executed:
• "Move process ticket to 'Purchasing' Queue" (TA5)
We can see that from the current Activity, which defines a step of the process ticket, there are one or more possibilities for Transition which have exactly one target Activity (and possibly one or more Transition Actions).
Order
• Starting Point: Activity "Order" (A3)
• Possible Transitions:
• "Order denied" (T4)
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• If this matches, the process ticket will move to Activity:"Process complete" (A5).
• Additionally, the following Transition Actions are executed:
• "Move process ticket to the 'Employee' Queue" (TA3)
• "Set ticket responsible to 'Employee'" (TA4)
• "Close ticket unsuccessfully" (TA8)
• "Order placed" (T5)
• If this matches, the process ticket will move to Activity: "Incoming" (A5).
• Additionally, the following Transition Action is executed:
• "Move process ticket to 'Post office' Queue" (TA6)
Incoming
• Starting Point: Activity "Incoming" (A4)
• Possible Transitions:
• "Shipment received" (T6)
• If this matches, the process ticket will move to Activity:"Process complete" (A5).
• Additionally, the following Transition Actions are executed:
• "Move process ticket to the 'Employee' Queue" (TA3)
• "Set ticket responsible to 'Employee'" (TA4)
• "Close ticket successfully" (TA7)
The complete Path for the book ordering Process will then look like this:
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After you finish the process path please click on "Save" button in the lower part of the canvas and then click on "Synchronize All Processes" button. This will gather all processes information form the Database and create a cache file (in Perl language). This cache file is acctually the processes configuration that the system will use to create or use process tickets.
Any change that is made of the process (in the GUI) will require to re-synchronize the cache file in order to get the change reflected in the system.
It is also possible to import the whole process from a YAML file, but it is still necessary to create all Dynamic Fields, Users, Queues, etc that are needed by each process before the import.
Notice that if the process requires the use of ACLs those are also needed to be set manually.
The follwing is the complete YAML file for the book ordering process example:
---
Activities:
A1:
ActivityDialogs:
- AD1
ChangeTime: 2012-11-23 14:49:22
Config:
ActivityDialog:
1: AD1
CreateTime: 2012-11-23 11:49:38
EntityID: A1
ID: 151
Name: Recording the demand
A2:
ActivityDialogs:
- AD2
- AD3
ChangeTime: 2012-12-13 00:55:12
Config:
ActivityDialog:
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1: AD2
2: AD3
CreateTime: 2012-11-23 11:50:11
EntityID: A2
ID: 152
Name: Approval
A3:
ActivityDialogs:
- AD4
- AD5
ChangeTime: 2012-11-23 18:12:14
Config:
ActivityDialog:
1: AD4
2: AD5
CreateTime: 2012-11-23 11:50:35
EntityID: A3
ID: 153
Name: Order
A4:
ActivityDialogs:
- AD6
ChangeTime: 2012-11-23 18:12:35
Config:
ActivityDialog:
1: AD6
CreateTime: 2012-11-23 11:51:00
EntityID: A4
ID: 154
Name: Incoming
A5:
ActivityDialogs: []
ChangeTime: 2012-11-23 11:51:33
Config: {}
CreateTime: 2012-11-23 11:51:33
EntityID: A5
ID: 155
Name: Process complete
ActivityDialogs:
AD1:
ChangeTime: 2012-12-06 02:16:21
Config:
DescriptionLong: ''
DescriptionShort: Recoding the demand
FieldOrder:
- DynamicField_Author
- DynamicField_ISBN
- DynamicField_Title
- DynamicField_Status
Fields:
DynamicField_Author:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_ISBN:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Title:
DefaultValue: ''
224
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
SubmitButtonText: ''
CreateTime: 2012-11-23 14:34:43
EntityID: AD1
ID: 154
Name: Recording the demand
AD2:
ChangeTime: 2012-11-23 14:57:41
Config:
DescriptionLong: ''
DescriptionShort: Approval denied
FieldOrder:
- Article
- DynamicField_Status
Fields:
Article:
Config:
ArticleType: note-internal
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
SubmitButtonText: Deny Request
CreateTime: 2012-11-23 14:36:39
EntityID: AD2
ID: 155
Name: Approval denied
AD3:
ChangeTime: 2012-12-14 03:14:23
Config:
DescriptionLong: ''
DescriptionShort: Approved
FieldOrder:
- DynamicField_Status
Fields:
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
SubmitButtonText: Approve Request
CreateTime: 2012-11-23 14:37:35
EntityID: AD3
ID: 156
Name: Approved
225
AD4:
ChangeTime: 2012-11-23 14:58:52
Config:
DescriptionLong: ''
DescriptionShort: Order rejected
FieldOrder:
- Article
- DynamicField_Status
Fields:
Article:
Config:
ArticleType: note-internal
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
SubmitButtonText: Reject Order
CreateTime: 2012-11-23 14:38:48
EntityID: AD4
ID: 157
Name: Order rejected
AD5:
ChangeTime: 2012-12-06 02:20:12
Config:
DescriptionLong: ''
DescriptionShort: Order placed
FieldOrder:
- DynamicField_DeliveryDate
- DynamicField_Price
- DynamicField_Supplier
- DynamicField_Status
Fields:
DynamicField_DeliveryDate:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Price:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Supplier:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
226
SubmitButtonText: Place Order
CreateTime: 2012-11-23 14:41:28
EntityID: AD5
ID: 158
Name: Order placed
AD6:
ChangeTime: 2012-11-23 14:42:43
Config:
DescriptionLong: ''
DescriptionShort: Shipment received
FieldOrder:
- DynamicField_DateOfReceipt
- DynamicField_Status
Fields:
DynamicField_DateOfReceipt:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
DynamicField_Status:
DefaultValue: ''
DescriptionLong: ''
DescriptionShort: ''
Display: 1
Interface:
- AgentInterface
Permission: ''
RequiredLock: 0
SubmitAdviceText: ''
SubmitButtonText: ''
CreateTime: 2012-11-23 14:42:43
EntityID: AD6
ID: 159
Name: Shipment received
Process:
Activities:
- A1
- A2
- A3
- A4
- A5
ChangeTime: 2012-12-06 02:31:59
Config:
Description: The process to order a book
Path:
A1:
T1:
ActivityEntityID: A2
TransitionAction:
- TA2
- TA1
A2:
T2:
ActivityEntityID: A5
TransitionAction:
- TA3
- TA4
- TA8
T3:
ActivityEntityID: A3
TransitionAction:
- TA5
A3:
T4:
ActivityEntityID: A5
TransitionAction:
- TA3
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- TA4
- TA8
T5:
ActivityEntityID: A4
TransitionAction:
- TA6
A4:
T6:
ActivityEntityID: A5
TransitionAction:
- TA3
- TA4
- TA7
A5: {}
StartActivity: A1
StartActivityDialog: AD1
CreateTime: 2012-11-23 11:45:12
EntityID: P1
ID: 94
Layout:
A1:
left: 172
top: 63
A2:
left: 402
top: 156
A3:
left: 649
top: 255
A4:
left: 774
top: 391
A5:
left: 194
top: 410
Name: Book ordering
State: Active
StateEntityID: S1
TransitionActions:
- TA1
- TA2
- TA3
- TA4
- TA8
- TA5
- TA3
- TA4
- TA8
- TA6
- TA3
- TA4
- TA7
Transitions:
- T1
- T2
- T3
- T4
- T5
- T6
TransitionActions:
TA1:
ChangeTime: 2012-11-23 16:01:37
Config:
Config:
Queue: Superior
Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
CreateTime: 2012-11-23 15:50:59
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EntityID: TA1
ID: 61
Name: Move the process ticket into the "Superior" queue
TA2:
ChangeTime: 2012-11-23 16:02:12
Config:
Config:
Responsible: Superior
Module: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
CreateTime: 2012-11-23 15:58:22
EntityID: TA2
ID: 62
Name: Change ticket responsible to "Superior"
TA3:
ChangeTime: 2012-11-24 14:27:02
Config:
Config:
Queue: Employee
Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
CreateTime: 2012-11-23 16:02:54
EntityID: TA3
ID: 63
Name: Move the process ticket into the "Employee" queue
TA4:
ChangeTime: 2012-11-23 16:04:06
Config:
Config:
Responsible: Employee
Module: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
CreateTime: 2012-11-23 16:04:06
EntityID: TA4
ID: 64
Name: Change ticket responsible to "Employee"
TA5:
ChangeTime: 2012-12-06 02:18:34
Config:
Config:
Queue: Purchasing
Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
CreateTime: 2012-11-23 16:04:54
EntityID: TA5
ID: 65
Name: Move process ticket into the "Purchasing" queue
TA6:
ChangeTime: 2012-12-06 02:18:48
Config:
Config:
Queue: Post office
Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
CreateTime: 2012-11-23 16:06:20
EntityID: TA6
ID: 66
Name: Move process ticket into the "Post office" queue
TA7:
ChangeTime: 2012-12-06 02:29:55
Config:
Config:
State: closed successful
Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
CreateTime: 2012-12-06 02:29:27
EntityID: TA7
ID: 67
Name: Close ticket successfully
TA8:
ChangeTime: 2012-12-06 02:31:12
Config:
Config:
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State: closed unsuccessful
Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
CreateTime: 2012-12-06 02:31:12
EntityID: TA8
ID: 68
Name: Close ticket unsuccessfully
Transitions:
T1:
ChangeTime: 2012-11-23 15:12:20
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Approval
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:53:52
EntityID: T1
ID: 94
Name: Approval
T2:
ChangeTime: 2012-11-23 15:12:50
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Approval denied
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:54:26
EntityID: T2
ID: 95
Name: Approval denied
T3:
ChangeTime: 2012-11-23 15:13:29
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Approved
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:54:54
EntityID: T3
ID: 96
Name: Approved
T4:
ChangeTime: 2012-11-23 15:14:08
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Order denied
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:55:25
EntityID: T4
ID: 97
Name: Order denied
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T5:
ChangeTime: 2012-11-23 18:30:33
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Order placed
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:56:15
EntityID: T5
ID: 98
Name: Order placed
T6:
ChangeTime: 2012-11-23 15:15:30
Config:
Condition:
1:
Fields:
DynamicField_Status:
Match: Shipment received
Type: String
Type: and
ConditionLinking: and
CreateTime: 2012-11-23 11:56:48
EntityID: T6
ID: 99
Name: Shipment received
2.4. Process configuration reference
2.4.1. Process
A Process models the path of a workflow/process. The waypoints on this path can be Activities or Tranistions, we'll talk about these later.
2.4.1.1. Process configuration
The Process configuration can be done in the file Kernel/Config.pm but it is strongly recommended to create new files like Kernel/Config/Files/MyProcess.pm. notice that the
GUI generates the file Kernel/Config/File/ZZZProcessManagement please avoid to use that filename, otherwise it will be overwritten when you sync processes. Let's see an example process configuration (from process cache file):
$Self->{'Process'} = {
'P1' => {
Name => 'Book order',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
State => 'Active',
StartActivity => 'A1',
StartActivityDialog => 'AD1',
Path => {
'A1' => {
'T1' => {
ActivityEntityID => 'A2',
},
},
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'A2' => {
'T2' => {
ActivityEntityID => 'A3',
},
},
},
},
'P2' => {
Name => 'IT order',
CreateTime => '26-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '27-02-2012 13:37:00',
ChangeBy => '1',
State => 'Active',
StartActivity => 'A2',
StartActivityDialog => 'AD2',
Path => {
'A2' => {
'T3' => {
ActivityEntityID => 'A4',
},
},
},
}
};
2.4.1.2. Name
The name of the process, this can be selected by the agent when creating a new process ticket.
2.4.1.3. CreateTime
The time when the process was created.
2.4.1.4. CreateBy
The UID of the user creating the process.
2.4.1.5. ChangeTime
The time when the process was changed.
2.4.1.6. ChangeBy
The UID of the user who made the last change to the process.
2.4.1.7. State
Defines the state of a process. Possible values:
• 'Active' are all processes which can be used in new process tickets.
• 'FadeAway' are processes which cannot be selected any more for new tickets, but existing tickets still can use the process.
• 'Inactive' processes are deactivated and cannot be used for new or existing tickets.
2.4.1.8. StartActivity
When creating a new process ticket, a StartActivity must be defined. As soon as the ticket is created, this Activity will be set and used as the base for the first transition checks.
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2.4.1.9. StartActivityDialog
For new process tickets, a StartActivityDialog must be defined. This will be shown when creating a new process ticket (after the process was selected). At this point, the ticket does not exist yet, it will be created after submitting the StartActivityDialog.
2.4.1.10. Path
The Path contains the structure of the Activities, and the possible Transitions between them, for the current process. And also the Transition Actions that happens when transitioning . This controls the way that a process ticket can take. Example:
'A1' => {
'T1' => {
ActivityEntityID => 'A2',
},
'T2' => {
ActivityEntityID => 'A3',
},
'T3' => {
ActivityEntityID => 'A4',
TransitionAction => ['TA1', 'TA2'],
},
},
If a process ticket is in Activity 'A1', it has three possible ways to get to another Activity. In the Transitions 'T1' to 'T3', conditions are defined, that a process ticket must fulfill to move
(transit) to another Activity.
If in this case all the values of the process ticket and its dynamic fields that are needed for the Transition 'T2' are correct, the ticket will be moved from Activity 'A1' to 'A3'. After an
ActivityDialog is submitted, or any other change is made to a ticket, it will be checked for possible Transitions from the current Activity. If multiple Transitions are possible, the first one will be used (based on nummerical sorting of the TransitionIDs).
Additionally, it is possible to assign Transition Actions to Transitions in the Path configuration.
These are modules which are executed after a successful Transition. They have to be specified in array form as in the example, we'll talk about the details later.
2.4.2. Activity
An Activity contains one or more Activity Dialogs and models a 'step' in the process. All
Activity Dialogs of the current Activity are displayed in the ticket zoom and can be used until the conditions of a Transition are fulfilled.
2.4.2.1. Activity configuration
Let's see an example activity configuration:
$Self->{'Process::Activity'} =
{
'A1' => {
Name => 'Activity 1 optional',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
ActivityDialog => {
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1 => 'AD1',
},
},
'A2' => {
Name => 'Activity 2 optional',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
ActivityDialog => {
1 => 'AD5',
2 => 'AD6',
3 => 'AD1',
},
},
};
2.4.2.2. Name
The name of the activity.
2.4.2.3. CreateTime
The time when it was created.
2.4.2.4. CreateBy
UID of the user who created the Activity.
2.4.2.5. ChangeTime
The last time when it was changed.
2.4.2.6. ChangeBy
UID of the last user who changed the Activity.
2.4.2.7. ActivityDialog
Activity Dialog contains the list of Activity Dialogs which are available in this Activity. All
Activity Dialogs of the current Activity are displayed in the ticket zoom. Their order is set by the order in the configuration, here 'AD5' is shown before 'AD6' and 'AD1'.
2.4.3. ActivityDialog
An Activity Dialog is a particular screen and can be used in different Activities.
2.4.3.1. ActivityDialog configuration
Let's see an example config
$Self->{'Process::ActivityDialog'} = {
'AD1' => {
Name => 'ActivityDialog 1 optional',
DescriptionShort => 'Basic info',
DescriptionLong => 'Please insert the necessesary basic information for IT orders',
CreateTime => '28-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '29-02-2012 13:37:00',
ChangeBy => '1',
Fields => {
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PriorityID => {
DescriptionShort => 'Priority ID',
DescriptionLong => 'Enter the priority here',
Display => 2,
},
},
FieldOrder => [ 'PriorityID' ],
SubmitAdviceText => 'Note: If you submit the form...',
SubmitButtonText => 'Send request',
},
'AD2' => {
Name => 'ActivityDialog 2 optional',
DescriptionShort => 'Basic info',
DescriptionLong => 'Please insert the necessesary basic information for Book orders',
CreateTime => '28-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '29-02-2012 13:37:00',
ChangeBy => '1',
Fields => {
StateID => {
DescriptionShort => 'State ID',
DescriptionLong => 'Enter the state here',
Display => 2,
DefaultValue => '2',
},
Queue => {
DescriptionShort => 'Queue ID',
DescriptionLong => 'Enter the queue here',
Display => 2,
DefaultValue => 'Raw',
},
Title => {
DescriptionShort => 'Title',
DescriptionLong => 'Enter the title here',
Display => 1,
DefaultValue => 'Default Title',
},
DynamicField_Anzahl => {
DescriptionShort => 'Amount',
DescriptionLong => 'Enter the amount here',
Display => 2,
DefaultValue => '4',
},
},
FieldOrder => [ 'DynamicField_Anzahl', 'StateID', 'Queue', 'Title' ],
SubmitAdviceText => 'Note: If you submit the form...',
SubmitButtonText => 'Send request',
},
};
2.4.3.2. Name
Name of the Activity Dialog.
2.4.3.3. CreateTime
Time when it was created.
2.4.3.4. CreateBy
UID of the user who created this Activity Dialog.
2.4.3.5. ChangeTime
Last time when it was changed.
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2.4.3.6. ChangeBy
UID of the last user who changed this Activity Dialog.
2.4.3.7. Fields
Contains all fields which can be displayed in this Activity Dialog. The following fields can currently be used:
Title
State
StateID
Priority
PriorityID
Lock
LockID
Queue
QueueID
Customer
CustomerID
CustomerNo
CustomerUserID
Owner
OwnerID
Type
TypeID
SLA
SLAID
Service
ServiceID
Responsible
ResponsibleID
PendingTime
DynamicField_$FieldName # for all dynamic fields
Example of a single field configuration:
StateID => {
DescriptionShort => 'State ID',
DescriptionLong => 'Enter the state here',
Display => 2,
DefaultValue => '2',
},
The field "Article" is a special case. If it is present in a "Fields" configuration, the Activity
Dialog will contain a complete Richtext editor with subject field and attachment handling.
The entered text will then be added to the ticket as an article and sent by email. Let's see an example Article field configuration:
Article => {
DescriptionShort => 'Please insert your comment here.',
DescriptionLong => '',
Display => 1,
Config => {
ArticleType => 'note-internal',
LabelSubject => '',
LabelBody => '',
},
},
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Let's look at the field configuration options:
2.4.3.7.1. DescriptionShort
Optional short description that is shown with the field title.
2.4.3.7.2. DescriptionLong
Optional longer field description that is shown then the mouse is over the field, for example advice on how to fill out the field.
2.4.3.7.3. Display
Controls if the field is shown and/or mandatory. Possible values:
• '0': field is invisible. This can be helpful if field values should automatically be set. The configured DefaultValue will be stored in this case.
• '1': field is visible, but optional.
• '2': field is visible and mandatory. The following fields can only be invisible or mandatory:
QueueID
Queue
State
StateID
Lock
LockID
Priority
PriorityID
Type
TypeID
If fields are configured as optional, and no value is submitted by the user, the Default Value will be saved when the Activity Dialog is submitted by the user.
2.4.3.7.4. DefaultValue
For fields with 'ID' (like QueueID, OwnerID), this refers to the database ID of the value. For other fields without 'ID' (like Queue, Owner), the DefaultValue must contain the value itself.
Example:
Queue => {
DescriptionShort => 'Queue',
DescriptionLong => 'Enter the queue here',
Display => 2,
DefaultValue => 'Raw',
},
2.4.3.8. FieldOrder
Here the display order of the fields is configured. IMPORTANT: Invisible fields also must be configured here, because only configured fields will be considered when saving. Fields which are not configured will not be saved.
2.4.3.9. SubmitAdviceText
Optional text to be shown right above the submit button for additional help or advice text.
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2.4.3.10. SubmitButtonText
Optional custom text for the submit button.
2.4.4. Transition
A Transition decides - based on configurable conditions - which path in the Process is taken, i. e. to which Activity a Process ticket can be moved.
2.4.4.1. Transition configuration
Let's see an example:
$Self->{'Process::Transition'} = {
'T1' => {
Name => 'Transition 1',
CreateTime => '14-03-2012 13:37:00', # optional
CreateBy => '1', # optional
ChangeTime => '15-03-2012 13:37:00', # optional
ChangeBy => '15-03-2012 13:37:00', # optional
Condition => {
Cond1 => {
Fields => {
StateID => {
Type => 'String',
Match => '1',
},
},
},
},
},
'T2' => {
Name => 'Transition 2 optional',
CreateTime => 'DATE', # optional
CreateBy => 'USERID', # optional
ChangeTime => 'DATE', # optional
ChangeBy => 'USERID', # optional
Condition => {
Cond1 => {
Queue => 'Raw',
DynamicField_Farbe => '2',
DynamicField_Anzahl => '1',
},
},
},
};
2.4.4.2. Name
Name of the transition.
2.4.4.3. CreateTime
Time when it was created.
2.4.4.4. CreateBy
UID of the user who created this Transition.
2.4.4.5. ChangeTime
Last time when it was changed.
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2.4.4.6. ChangeBy
UID of the last user who changed this Transition.
2.4.4.7. Condition
Contains all conditions that are neccessary for this Transition to take effect. Example:
Condition => {
Type => 'and',
Cond1 => {
Type => 'and',
Fields => {
StateID => {
Type => 'String',
Match => '1',
},
DynamicField_Marke => {
Type => 'String',
Match => 'VW',
},
},
Cond2 => {
Type => 'and',
Fields => {
Queue => {
Type => 'String',
Match => 'Raw',
},
},
},
},
Let's look at the condition configuration in detail.
2.4.4.7.1. Type (Condition)
Specifies the way the different condition elements are connected to each other. Possible values:
• 'and': This is the default. All conditions must be met for the transition to take effect.
• 'or': At least one condition must match.
• 'xor': Exactly one condition must match, not more.
2.4.4.7.2. Cond1
This is the name of an example condition. It can be freely chosen. Conditions are evaluated in sorted order.
2.4.4.7.3. Type (Cond)
Specifies the way how the individual field tests of this condition are connected to each other.
Possible values:
• 'and': This is the default. All field tests must match for this condition to match.
• 'or': At least one field test must match.
• 'xor': Exactly one field test must match, not more.
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2.4.4.7.4. Fields
Specifies the particular fields whose values should be tested. From our example:
Fields => {
StateID => {
Type => 'String',
Match => '1',
},
2.4.4.7.5. StateID
Example of a field name. The following ticket fields can be used:
Title
State
StateID
Priority
PriorityID
Lock
LockID
Queue
QueueID
Customer
CustomerID
CustomerNo
CustomerUserID
Owner
OwnerID
Type
TypeID
SLA
SLAID
Service
ServiceID
Responsible
ResponsibleID
PendingTime
DynamicField_$FieldName # for all DynamicFields
When testing a field with 'ID' (like SLAID), the database ID of the field will be used for testing, for other fields (like SLA) the actual value is used for testing.
2.4.4.7.6. Type
Determines the kind of field testing. Possible values:
• 'String': Compares the field value with the string specified in 'Match'. Matches if they are exactly the same.
• 'Hash': Compares the field value (hash) with the hash specified in 'Match'. All hash values must be the same.
• 'Array': Compares the field value (array) with the array specified in 'Match'. Both lists must be the same.
• 'Regex': The field value can be tested with a regular expression. It is important that
'Match' contains ✃✃✃✃✃✃✃ as a base condition. Between the braces the actual regular expression can be noted.
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• 'Module': Allows you to use a perl module for condition checking. If it returns 1, the check was positive. You can find an example module in Kernel/System/ProcessManagement/
TransitionValidation/ValidateDemo.pm
.
2.4.5. Transition Actions
Transition Actinons are actions which can be triggered after successfully applied transitions
(when a process ticket moves from one activity to another). These Transition Actions can be used to perform different changes on the ticket, e. g. change the Queue or the Owner of the ticket, and you can also create your own Transition Actions to perform other complex changes.
2.4.5.1. Transition Action configuration
Let's see an example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Queue Move',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
Config => {
Queue => 'Junk',
UserID => 123,
},
},
};
2.4.5.2. Name
The name of the Transition Action.
2.4.5.3. Module
Specifies the Perl module to be used.
2.4.5.4. Config
This parameter contains all settings which are required for the module. Its content depends on the particular Transition Action module which is used. Please see the documentation of the individual modules for details. In our example, only the Queue must be specified,
Nevertheless we are also sending UserID parameter, by using the UserID parameter, the transition action will be executed impersonating the user with the given UserID.
The use of UserID inside the "Config" parameter of a Transition Action is accepted by all
Transition Actions (since OTRS 3.2.4), in this example it could be particularly important if the user that triggers the Transition does not have permissions to move the ticket to the queue
'Junk', while the user with the UserID 123 might have.
2.4.5.5. Reusing Transition Action modules
To use Transition Action modules multiple times, just specify several TransitionActions in your configuration. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Queue Move Junk',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
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Config => {
Queue => 'Junk',
},
},
'TA2' => {
Name => 'Queue Move Raw',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
Config => {
Queue => 'Raw',
},
},
};
Here the same module is used to move a process ticket into the 'Raw' queue, and another time to move it into the junk queue. The Transition Action which must be used for a particular
Transition is determined from the 'Path' setting of the Process configuration.
2.4.5.6. Available Transition Actions
OTRS comes with several Transition Actions that can be used in your processes. Here you can find their documentation and how they need to be configured.
2.4.5.6.1. DynamicFieldSet
Sets one or more dynamic fields at a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set DynamicField Master to Master and Approved to 1',
Module => 'Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet',
Config => {
MasterSlave => 'Master',
Approved => '1',
},
},
};
'Name' specifies the name of the configured TransitionAction.
'MasterSlave' and 'Approved' are given as examples of DynamicField names. The values of the fields ('Master' and '1') will be set by this TransitionAction.
2.4.5.6.2. TicketArticleCreate
Creates an article and can be used to create notes or email replies. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Article Create Note Internal',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate',
Config => {
ArticleType => 'note-internal', # noteexternal|phone|fax|sms|...
#
excluding any email type
SenderType => 'agent', #
agent|system|customer
ContentType => 'text/plain; charset=ISO-8859-15', # or
optional Charset & MimeType
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Subject => 'some short description', #
required
Body => 'the message text', #
required
HistoryType => 'OwnerUpdate', #
EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
HistoryComment => 'Some free text!',
From => 'Some Agent <[email protected]>', # not
required but useful
To => 'Some Customer A <[email protected]>', # not
required but useful
Cc => 'Some Customer B <[email protected]>', # not
required but useful
ReplyTo => 'Some Customer B <[email protected]>', # not
required
InReplyTo => '<[email protected]>', # not
required but useful
References => '<[email protected]> <[email protected]>', # not
required but useful
NoAgentNotify => 0, # if
you don't want to send agent notifications
AutoResponseType => 'auto reply', # auto
reject|auto follow up|auto reply/new ticket|auto remove
ForceNotificationToUserID => [ 1, 43, 56 ], # if
you want to force somebody
ExcludeNotificationToUserID => [ 43, 56 ],
# if you want full exclude somebody from notfications,
# will also be removed in To: line of article,
# higher prio as ForceNotificationToUserID
ExcludeMuteNotificationToUserID => [ 43, 56 ],
# the same as ExcludeNotificationToUserID but only the
# sending gets muted, agent will still shown in To:
# line of article
},
},
};
'Name' specifies the name of the configured TransitionAction. It can be freely chosen, but should reflect the purpose of the configured action.
'ArticleType' defines the type of the article to be created. Possible values: phone, fax, sms, webrequest, note-internal, note-external and note-report.
SenderType defines the sender type of the article. Possible values: agent, system, customer.
'ContentType' defines the content type of the article. Possible values: 'text/plain; charset=ISO-8859-15' or any other valid charset and mime type.
'Subject' defines the article title. Mandatory.
'Body' defines the article content. Mandatory.
HistoryType defines the type of the history entry. Possible values: AddNote, ArchiveFlagUpdate, Bounce, CustomerUpdate, EmailAgent,
EmailCustomer, EscalationResponseTimeNotifyBefore, EscalationResponseTimeStart,
EscalationResponseTimeStop,
EscalationSolutionTimeStart,
EscalationSolutionTimeNotifyBefore,
EscalationSolutionTimeStop,
EscalationUpdateTimeNotifyBefore, EscalationUpdateTimeStart, EscalationUpdateTimeStop,
FollowUp, Forward, Lock, LoopProtection, Merged, Misc, Move, NewTicket, OwnerUpdate,
PhoneCallAgent, PhoneCallCustomer, PriorityUpdate, Remove, ResponsibleUpdate,
SendAgentNotification, SendAnswer, SendAutoFollowUp, SendAutoReject, SendAutoReply,
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SendCustomerNotification, ServiceUpdate, SetPendingTime, SLAUpdate, StateUpdate,
Subscribe, SystemRequest, TicketDynamicFieldUpdate, TicketLinkAdd, TicketLinkDelete,
TimeAccounting, TypeUpdate, Unlock, Unsubscribe, WebRequestCustomer.
'HistoryComment' defines the content of the history entry.
'From', 'To', 'Cc' and 'ReplyTo' take email addresses in the notation specified above.
'InReplyTo' and 'References' take email message IDs.
'NoAgentNotify' - if set to 1, the email notification of the Agent will not be sent.
'AutoResponseType' can take the following values: auto follow up, auto reject, auto remove, auto reply, auto reply/new ticket.
'ForceNotificationToUserID', 'ExcludeNotificationToUserID',
'ExcludeMuteNotificationToUserID' can take a list of UserIDs that are either always notified, not notified or listed as notified but not actually sent a notification email.
2.4.5.6.3. TicketCustomerSet
Sets the customer of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Customer Set Customer to test',
Module => 'Kernel::System::Process::TransitionAction::TicketCustomerSet',
Config => {
No => 'test',
User => 'client-user-123',
# or in other words
# CustomerID => 'client123',
# CustomerUserID => 'client-user-123',
},
},
};
'Name' specifies the name of the configured TransitionAction.
No or CustomerID set the Customer ID of the customer.
User or CustomerUserID set the Username of the customer.
2.4.5.6.4. TicketLockSet
Changes the lock of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Lock to lock',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketLockSet',
Config => {
Lock => 'lock',
# or
LockID => 2,
},
},
};
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'Name' specifies the name of the configured TransitionAction.
'Lock' defines the new lock of the process ticket.
'LockID' defines the internal ID of the new lock.
2.4.5.6.5. TicketOwnerSet
Changes the owner of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Owner Set root@localhost',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet',
Config => {
Owner => 'root@localhost',
# or
OwnerID => 1,
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Owner' specifies the login name of the new owner.
'OwnerID' specifies the internal ID of the new owner.
2.4.5.6.6. TicketQueueSet
Moves the ticket into a target queue. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Queue Move Raw',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
Config => {
Queue => 'Raw',
# or
# QueueID => '2',
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Queue' specifies the name of the target queue.
'QueueID' specifies the internal ID of the target queue.
2.4.5.6.7. TicketResponsibleSet
Changes the responsible of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
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Name => 'Responsible Set root@localhost',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet',
Config => {
Responsible => 'root@localhost',
# or
ResponsibleID => 1,
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Responsible' specifies the login name of the new responsible.
'ResponsibleID' specifies the internal ID of the new responsible.
2.4.5.6.8. TicketServiceSet
Assigns a service to a process ticket. The ticket requires to have a customer and the service must be assigned to that customer. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set MyService service',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketServiceSet',
Config => {
Service => 'MyService',
# or
ServiceID => 123,
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Service' defines the new service of the process ticket. The full name is required (e.g.
GramdFatherService::FatherService::SonService ).
'ServiceID' defines the internal ID of the new service.
2.4.5.6.9. TicketSLASet
Assigns a service level agreement to a process ticket. The ticket requires to have a service and the SLA must be assigned to that service. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set MySLA SLA',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketSLASet',
Config => {
SLA => 'MyService',
# or
SLAID => 123,
},
},
};
'Name' specifies the name of the configured TransitionAction.
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'SLA' defines the new service level agreement of the process ticket.
'SLAID' defines the internal ID of the new SLA.
2.4.5.6.10. TicketStateSet
Changes the state of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set State to open',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketStateSet',
Config => {
State => 'open',
# or
StateID => 4,
PendingTimeDiff => 123,
},
},
};
'Name' specifies the name of the configured TransitionAction.
'State' defines the new state of the process ticket.
'StateID' defines the internal ID of the new state.
'PendingTimeDiff' used only for pending type states, defines the time difference in seconds relative (relative to the Transition Action execution time) to set ticket pending time (e.g. 3600 means that the pending time is 1hr after the Transition Action is executed).
2.4.5.6.11. TicketTitleSet
Sets the ticket title of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Ticket Title to Ticket-title',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketTitleSet',
Config => {
Title => 'Ticket-title',
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Title' specifies the new title of the ticket.
2.4.5.6.12. TicketTypeSet
Sets the ticket type of a process ticket. Example:
$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Ticket Type to default',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketTypeSet',
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Config => {
Type => 'default',
# or
# TypeID => '1',
},
},
};
'Name' specifies the name of the configured TransitionAction.
'Type' specifies the name of the ticket type.
'TypeID' specifies the internal ID of the ticket type.
2.4.6. Access Control Lists (ACLs)
With the help of ACLs, you can limit selectable values in process tickets. Please also see the
ACL reference for a description of the full ticket ACL syntax.
2.4.6.1. ACL configuration
ACLs can only be defined in Kernel/Config.pm. Example:
$Self->{TicketAcl}->{'001-ACL-ProcessProperties'} = {
Properties => {
Process => {
ProcessEntityID => ['P1'],
ActivityEntityID => ['A1'],
ActivityDialogEntityID => ['AD1'],
}
},
Possible => {
ActivityDialog => ['AD1', 'AD3'],
},
PossibleNot => {
ActivityDialog => ['AD3'],
},
};
2.4.6.2. 001-ACL-ProcessProperties
Name of the ACL rule. For further information on ACL rules in general, please consult: the manual .
2.4.6.3. Process
This is the section that is used to check if an ACL must be applied. If it has the specified values, the rule is applied. The following values can be used:
2.4.6.3.1. ProcessEntityID
The ID of a process that the process. Matches if the ticket is assigned to this process.
2.4.6.3.2. ActivityEntityID
The ID of the Activity that the process ticket currently is assigned to.
2.4.6.3.3. ActivityDialogEntityID
The ID of the Activity Dialog that is currently open for a process ticket.
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2.4.6.4. Possible/PossibleNot Activity Dialog
Here you can specify a list of Activity Dialog IDs. This list will limit the possible Activity Dialogs that are offered to the user in the ticket zoom mask.
'Possible' lists the Activity Dialogs that are allowed. The setting above will only allow 'AD1' and 'AD3' of the list of configured Activity Dialogs.
'PossibleNot' lists the Activity Dialogs that are not allowed. In the example above, the setting will remove 'AD3' from the list of configured Activity Dialogs.
If both 'Possible' and 'PossibleNot' are specified, the list of configured Activity Dialogs will first be filtered by 'Possible', leaving only 'AD1' and 'AD3' in our example. Then 'PossibleNot' will be applied and filter out 'AD3', so that only 'AD1' remains and is shown as a possible
Activity Dialog that the user can use.
If multiple ACL rules match, the intersection of all matching rules will be calculated to determine the possible Activity Dialogs. Example:
Configured Activity Dialogs: 'AD1', 'AD2', 'AD3', 'AD4', 'AD5', 'AD6', 'AD7'.
$Self->{TicketAcl}->{'001-ACL-Status'} = {
Properties => {
Ticket => {
Status => 'new',
}
},
Possible => {
ActivityDialog => ['AD1', 'AD2', 'AD3', 'AD6', 'AD7'],
},
};
$Self->{TicketAcl}->{'002-ACL-Queue'} = {
Properties => {
Ticket => {
Queue => ['Raw']
}
},
Possible => {
ActivityDialog => ['AD2', 'AD3', 'AD4', 'AD7'],
},
};
$Self->{TicketAcl}->{'003-ACL-Priority'} = {
Properties => {
Ticket => {
Priority => ['3 normal']
}
},
PossibleNot => {
ActivityDialog => ['AD3', 'AD4'],
},
};
If a process ticket has the state 'new', is in the 'Raw' queue and has a priority '3 normal', then all three ACL rules will match.
The first rule reduces the Activity Dialogs from 'AD1', 'AD2', 'AD3', 'AD4', 'AD5', 'AD6', 'AD7' to 'AD1', 'AD2', 'AD3', 'AD6', 'AD7' and forbids 'AD4' and 'AD5'.
The second rule will now further reduce the remaining Activity Dialogs. In our example, 'AD2',
'AD3', 'AD7' will remain.
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Now the third rule will further reduce the list by 'PossibleNot'. 'AD3' is removed from the list.
'AD4' is not removed, since it was not on the list in the first place. At the end, 'AD2' and 'AD7' remain as possible Activity Dialogs that the user can utilize.
3. Creating your own themes
You can create your own themes so as to use the layout you like in the OTRS web frontend.
To create own themes, you should customize the output templates to your needs.
More information on the syntax and structure of output templates can be found in the
Developer Manual at
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, especialy in the chapter on
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.
As an example, perform the following steps to create a new theme called "Company":
1. Create a directory called Kernel/Output/HTML/Company and copy all files that you like to change, from Kernel/Output/HTML/Standard into the new folder.
Important
Only copy over the files you actually change. OTRS will automatically get the missing files from the Standard theme. This will make upgrading at a later stage much easier.
2. Customize the files in the directory Kernel/Output/HTML/Company, and change the layout to your needs.
3. To activate the new theme, add them in SysConfig under Frontend::Themes.
Now the new theme should be useable. You can select it via your personal preferences page.
Warning
Do not change the theme files shipped with OTRS, since these changes will be lost after an update. Create your own themes only by performing the steps described above.
4. Localization of the OTRS frontend
OTRS offers multi-language support for its web interface.
Procedures for localization for the OTRS framework, steps to be followed to create a new language translation, as well as procedures for translation customizations, can be found in the "Language Translations" chapter from the developer manual on http://doc.otrs.org
.
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Chapter 6. Performance Tuning
Presented below is a list of performance enhancing techniques for your OTRS installation, including configuration, coding, memory use, and more.
1. OTRS
There are several options for improving OTRS performance.
1.1. TicketIndexModule
There are two backend modules for the ticket index:
• Using Kernel::System::Ticket::IndexAccelerator::RuntimeDB (default), generate each queue view on the fly from the ticket table. You will not have performance trouble until you have about 60,000 open tickets in your system.
• Kernel::System::Ticket::IndexAccelerator::StaticDB, the most powerful module, should be used when you have above 80,000 open tickets. It uses an extra ticket_index table, which works like a view. Use bin/otrs.RebuildTicketIndex.pl for generating an initial index build after switching backends.
You can change the IndexAccelerator via SysConfig.
1.2. TicketStorageModule
There are two different backend modules for the ticket/article storage:
• Configure Kernel::System::Ticket::ArticleStorageDB (default) to store attachments, etc., in the database. Note: Don't use it with large set ups.
Pro: If your webserver user isn't the 'otrs' user, use this module to avoid file permission problems.
Con: It is not advisable to store attachments in your database. Take care that your database is able to store large objects. E.g. Configure MySQL with "set-variable = max_allowed_packet=8M" to store 8 MB objects (the default is 2M).
• Configure Kernel::System::Ticket::ArticleStorageFS to store attachments etc. on the local file system. Note: Recommended for large setups.
Pro: It is fast!
Con: Your web server user should be the 'otrs' user. Also, if you have multiple front-end servers, you should make sure the filesystem is shared between the servers. Place it on an
NFS share or preferably a SAN or similar solution.
Note: you can switch from one back-end to the other on the fly. You can switch the backend in the SysConfig, and then run the command line utility otrs.ArticleStorageSwitch.pl to put the articles from the database onto the filesystem or the other way around. You can use the ✃✃ and ✃✃ options to specify the source and destination back-ends. Please note that the entire process can take considerable time to run, depending on the number of articles you have and the available CPU power and/or network capacity.
shell> bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
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1.3. Archiving Tickets
As OTRS can be used as an audit-proof system, deleting closed tickets may not be a good idea. Therefore we implemented a feature that allows you to archive tickets.
Tickets that match certain criteria can be marked as "archived" These tickets are not accessed if you do a regular ticket search or run a Generic Agent job. The system itself does not have to deal with a huge amount of tickets any longer as only the "latest" tickets are taken into consideration when using OTRS. This can result in a huge performance gain on large systems.
To use the archive feature simply follow these steps:
1. Activate the archive system in SysConfig
In the Admin page, go to SysConfig and select the group Ticket. In Core::Ticket you find the option Ticket::ArchiveSystem which is set to "no" by default. Change this setting to
"yes" and save this change.
2. Define a GenericAgent job
On the Admin page, select GenericAgent and add a new job there.
a. Job Settings
Provide a name for the archiving job, and select proper options to schedule this job.
b. Ticket Filter
The ticket filter is searches for tickets that match the selected criteria. It might be a good idea to only archive those tickets in a closed state that have been closed a few months before.
c. Ticket Action
In this section, set the field labeled "Archive selected tickets" to "archive tickets".
d. Save the job
At the end of the page you will find an option to save the job.
e. Affected tickets
The system will display all tickets which will be archived when executing the Generic
Agent job.
3. Ticket Search
When you search for tickets, the system default is to search tickets which are not archived.
If you want to search through archived tickets also, simply add "archive search" while defining search criteria.
2. Database
DB issues vary by the database being used. Study the documentation for your database or check with your database administrator.
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2.1. MySQL
If you use the MySQL table type MyISAM (which is the default), and have deleted a large part of a table or if you have made many changes to a table with variable-length rows (tables that have VARCHAR, BLOB or TEXT columns), you must defragment the datafile (tables) with the "optimize" command.
You should try this if the mysqld daemon needs a lot of your CPU time. Optimize the tables
- ticket, ticket_history and article (see Script below).
shell$ mysql -u user -p database mysql$ optimize table ticket; mysql$ optimize table ticket_history; mysql$ optimize table article;
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2.2. PostgreSQL
PostgreSQL is best tuned by modifying the postgresql.conf file in your PostgreSQL data directory. For advice on how to do this, reference the following articles:
•
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•
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•
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If performance is still not satisfactory, we suggest that you join the PostgreSQL Performance mailing list ( http://www.postgresql.org/community/lists/ ), and ask questions there. The folks on the PostgreSQL list are very friendly and can probably help.
3. Webserver
Of course you should use mod_perl 2.0 (
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). It's much faster (~ * 100) than pure cgi. But it needs more RAM.
3.1. Pre-established database connections
You can have the database connections pre-established on startup of the web server. This saves time (see README.webserver).
3.2. Preloaded modules - startup.pl
Use the startup script scripts/apache2-perl-startup.pl for preloaded/precompiled Perl modules on your mod_perl webserver to be faster, with a smaller memory footprint (see
README.webserver).
3.3. Reload Perl modules when updated on disk
By default Apache::Reload is used in scripts/apache2-httpd.include.conf. Disable it and you will get 8% more speed. But remember to restart the web server if you install any modules via the OTRS Package Manager, or any values in your SysConfig or in Kernel/Config.pm.
Important: this would also mean you can't use the OTRS Package Manager via the web interface, you need to use the command line variant - bin/otrs.PackageManager.pl.
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3.4. Choosing the Right Strategy
If you have a larger installation, e.g. over 1,000 new tickets per day and over 40 agents, it is a good idea to read the chapters on Performance of the mod_perl User's Guide (
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).
3.5. mod_gzip/mod_deflate
If your bandwidth is small, use mod_deflate for Apache2. If you have an html page with 45k, mod_gzip/mod_deflate compresses it to about 7k. The drawback is that this increases the load on the server side.
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Appendix A. Additional Resources
We try to support you with the very latest information about OTRS. We also give you an opportunity to provide us with your feedback.
1. Website OTRS Group
You can find the website of the OTRS Group, the company behind OTRS, at
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✃✃✃✃✃✃✃✃✃✃✃✃
. It contains a lot of product-related information, such as white papers, release notes, case studies and so on.
2. Mailing lists
The Table A-1 displays our various community mailing lists.
Table A.1. Mailinglists
Name [email protected]
Description
Low traffic list, in English, for announcements of new OTRS releases and security issues.
Homepage
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✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃
Medium to high traffic list, in
English, where you can find all sorts of relevant questions and support for the product.
Medium to high traffic list, in
German, where you can find all sorts of relevant questions and support for the product.
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✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
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✃✃
Medium traffic list, in English, where the OTRS developers discuss various design and implementation issues.
Low traffic list, in German, with all sorts of questions on the documentation of the product.
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Low traffic list, in English, for internationalization and localization questions. If you are or want to become a translator of the OTRS project or have any problems with one of our applications in an international environment, this is where you should connect.
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Name [email protected]
Description
Very high traffic list of CVS commit notifications.
Homepage
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✃✃✃✃✃✃✃✃✃✃✃✃✃
✃✃✃
To subscribe to any of these lists, visit the following link:
✃✃✃✃✃✃✃
✃✃✃✃✃✃✃✃✃✃✃✃✃✃✃
.
3. User Forums
You can find community user forums at
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. It allows you to get in contact with users all around the world and exchange experiences regarding the use of OTRS.
4. Bug tracking
To submit bugs visit
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(see Figure below). Please take note of the difference between a bug and a configuration issue. Configuration issues are problems that you encounter when setting a system, or general questions regarding the use of OTRS. Bug reports should only be used for issues with the source code of OTRS itself, or to file enhancements for OTRS. All your bug reports and enhancement requests are very welcome in the bug tracker.
✃✃✃✃✃✃✃ ✃✃✃ ✃✃✃✃✃✃✃✃
For configuration issues, you should either use the
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, or the public mailing lists.
You help us improve the product by reporting bugs. We appreciate your input!
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5. Commercial Support
For services (support, consulting, development, and training) you can contact the company behind OTRS, OTRS AG. Our offices are located in Germany, USA, Mexico, the
Netherlands, and in other countries. Visit our website for contact information:
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Appendix B. Configuration Options Reference
1. DynamicFields
1.1. DynamicFields::Backend::Registration
1.1.1. DynamicFields::Backend###Text
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'Text'} = {
'ConfigDialog' => 'AdminDynamicFieldText',
'DisplayName' => 'Text',
'Module' => 'Kernel::System::DynamicField::Backend::Text'
};
1.1.2. DynamicFields::Backend###TextArea
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'TextArea'} = {
'ConfigDialog' => 'AdminDynamicFieldText',
'DisplayName' => 'Textarea',
'Module' => 'Kernel::System::DynamicField::Backend::TextArea'
};
1.1.3. DynamicFields::Backend###Checkbox
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'Checkbox'} = {
'ConfigDialog' => 'AdminDynamicFieldCheckbox',
'DisplayName' => 'Checkbox',
'Module' => 'Kernel::System::DynamicField::Backend::Checkbox'
};
1.1.4. DynamicFields::Backend###Dropdown
Description:
Group:
SubGroup:
Valid:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
258
Required:
Config-Setting:
0
$Self->{'DynamicFields::Backend'}->{'Dropdown'} = {
'ConfigDialog' => 'AdminDynamicFieldDropdown',
'DisplayName' => 'Dropdown',
'Module' => 'Kernel::System::DynamicField::Backend::Dropdown'
};
1.1.5. DynamicFields::Backend###DateTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'DateTime'} = {
'ConfigDialog' => 'AdminDynamicFieldDateTime',
'DisplayName' => 'Date / Time',
'Module' => 'Kernel::System::DynamicField::Backend::DateTime'
};
1.1.6. DynamicFields::Backend###Date
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'Date'} = {
'ConfigDialog' => 'AdminDynamicFieldDateTime',
'DisplayName' => 'Date',
'Module' => 'Kernel::System::DynamicField::Backend::Date'
};
1.1.7. DynamicFields::Backend###Multiselect
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField backend registration.
DynamicFields
DynamicFields::Backend::Registration
1
0
$Self->{'DynamicFields::Backend'}->{'Multiselect'} = {
'ConfigDialog' => 'AdminDynamicFieldMultiselect',
'DisplayName' => 'Multiselect',
'ItemSeparator' => ', ',
'Module' => 'Kernel::System::DynamicField::Backend::Multiselect'
};
1.2. DynamicFields::ObjectType::Registration
1.2.1. DynamicFields::ObjectType###Ticket
Description: DynamicField object registration.
259
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
DynamicFields
DynamicFields::ObjectType::Registration
$Self->{'DynamicFields::ObjectType'}->{'Ticket'} = {
'DisplayName' => 'Ticket',
'Module' => 'Kernel::System::DynamicField::ObjectType::Ticket'
};
1.2.2. DynamicFields::ObjectType###Article
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
DynamicField object registration.
DynamicFields
DynamicFields::ObjectType::Registration
1
0
$Self->{'DynamicFields::ObjectType'}->{'Article'} = {
'DisplayName' => 'Article',
'Module' => 'Kernel::System::DynamicField::ObjectType::Article'
};
1.3. Frontend::Admin::ModuleRegistration
1.3.1. Frontend::Module###AdminDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminDynamicField'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.DynamicField.css'
],
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js'
]
},
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage dynamic fields.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Dynamic Fields',
'Prio' => '1000'
},
'NavBarName' => 'Admin',
'Title' => 'Dynamic Fields GUI'
};
260
1.3.2. Frontend::Module###AdminDynamicFieldText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminDynamicFieldText'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js'
]
},
'Title' => 'Dynamic Fields Text Backend GUI'
};
1.3.3. Frontend::Module###AdminDynamicFieldCheckbox
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminDynamicFieldCheckbox'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js'
]
},
'Title' => 'Dynamic Fields Checkbox Backend GUI'
};
1.3.4. Frontend::Module###AdminDynamicFieldDropdown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminDynamicFieldDropdown'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
261
'CSS' => [
'Core.Agent.Admin.DynamicField.css'
],
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js',
'Core.Agent.Admin.DynamicFieldDropdown.js'
]
},
'Title' => 'Dynamic Fields Drop-down Backend GUI'
};
1.3.5. Frontend::Module###AdminDynamicFieldDateTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminDynamicFieldDateTime'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.DynamicField.css'
],
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js',
'Core.Agent.Admin.DynamicFieldDateTime.js'
]
},
'Title' => 'Dynamic Fields Date Time Backend GUI'
};
1.3.6. Frontend::Module###AdminDynamicFieldMultiselect
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
DynamicFields
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminDynamicFieldMultiselect'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.DynamicField.css'
],
'JavaScript' => [
'Core.Agent.Admin.DynamicField.js',
'Core.Agent.Admin.DynamicFieldMultiselect.js'
]
},
'Title' => 'Dynamic Fields Multiselect Backend GUI'
};
262
1.4. Frontend::Agent::Preferences
1.4.1. PreferencesGroups###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
DynamicFields
Frontend::Agent::Preferences
0
0
$Self->{'PreferencesGroups'}->{'DynamicField'} = {
'Active' => '1',
'Block' => 'Input',
'Column' => 'Other Settings',
'Data' => '$Env{"UserDynamicField_NameX"}',
'Key' => 'Default value for NameX',
'Label' => 'NameX',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserDynamicField_NameX',
'Prio' => '7000'
};
1.4.2. PreferencesGroups###DynamicFieldsOverviewPageShown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the pages (in which the dynamic fields are shown) of the dynamic fields overview.
DynamicFields
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'DynamicFieldsOverviewPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '25',
'Key' => 'Dynamic fields limit per page for Dynamic Fields
Overview',
'Label' => 'Dynamic Fields Overview Limit',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'AdminDynamicFieldsOverviewPageShown',
'Prio' => '8000'
};
2. Framework
2.1. Core
2.1.1. SecureMode
Description: Disables the web installer (http://yourhost.example.com/otrs/ installer.pl), to prevent the system from being hijacked. If set to "No",
263
Group:
SubGroup:
Valid:
Required:
Config-Setting: the system can be reinstalled and the current basic configuration will be used to pre-populate the questions within the installer script. If not active, it also disables the GenericAgent, PackageManager and
SQL Box.
Framework
Core
1
1
$Self->{'SecureMode'} = '0';
2.1.2. Frontend::DebugMode
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables or disable the debug mode over frontend interface.
Framework
Core
1
0
$Self->{'Frontend::DebugMode'} = '0';
2.1.3. ConfigLevel
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.4. ProductName
Description:
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.
Framework
Core
1
1
$Self->{'ConfigLevel'} = '100';
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.5. SystemID
Description:
Defines the name of the application, shown in the web interface, tabs and title bar of the web browser.
Framework
Core
1
1
$Self->{'ProductName'} = 'OTRS';
Defines the system identifier. Every ticket number and http session string contain this ID. This ensures that only tickets which belong
264
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.6. FQDN
Description: to your system will be processed as follow-ups (useful when communicating between two instances of OTRS).
Framework
Core
1
1
$Self->{'SystemID'} = '10';
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.7. HttpType
Description:
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.
Framework
Core
1
1
$Self->{'FQDN'} = 'yourhost.example.com';
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.8. ScriptAlias
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Defines the type of protocol, used by ther web server, to serve the application. If https protocol will be used instead of plain http, it must be specified it 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 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.
Framework
Core
$Self->{'HttpType'} = 'http';
1
1
Sets the prefix to the scripts folder on the server, as configured on the web server. This setting is used as a variable,
OTRS_CONFIG_ScriptAlias which is found in all forms of messaging used by the application, to build links to the tickets within the system.
Framework
Core
265
Config-Setting:
2.1.9. AdminEmail
Description:
$Self->{'ScriptAlias'} = 'otrs/';
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.10. Organization
Defines the system administrator's email address. It will be displayed in the error screens of the application.
Framework
Core
1
1
$Self->{'AdminEmail'} = '[email protected]';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.1.11. DefaultLanguage
1
1
Company name for the customer web interface. Will also be included in emails as an X-Header.
Framework
Core
$Self->{'Organization'} = 'Example Company';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the default front-end language. All the possible values are determined by the available language files on the system (see the next setting).
Framework
Core
$Self->{'DefaultLanguage'} = 'en';
2.1.12. DefaultUsedLanguages
Description:
Group:
SubGroup:
Valid:
Defines all the languages that are available to the application. The
Key/Content pair links the front-end display name to the appropriate language PM file. The "Key" value should be the base-name of the PM file (i.e. de.pm is the file, then de is the "Key" value). The "Content" value should be the display name for the front-end. Specify any own-defined language here (see the developer documentation http:// doc.otrs.org/ for more infomation). Please remember to use the HTML equivalents for non-ASCII characters (i.e. for the German oe = o umlaut, it is necessary to use the ö symbol).
Framework
Core
1
266
Required:
Config-Setting:
1
$Self->{'DefaultUsedLanguages'} = {
'ar_SA' => 'Arabic (Saudi Arabia)',
'bg' => 'Bulgarian
(Български)',
'ca' => 'Català',
'cs' => 'Czech (Česky)',
'da' => 'Dansk',
'de' => 'Deutsch',
'el' => 'Greek
(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' => 'Persian (فارسى)',
'fi' => 'Suomi',
'fr' => 'Français',
'fr_CA' => 'Français (Canada)',
'hi' => 'Hindi',
'hr' => 'Hrvatski',
'hu' => 'Magyar',
'it' => 'Italiano',
'ja' => 'Japanese (日本語)',
'lt' => "Lietuvi\x{173} kalba",
'lv' => 'Latvijas',
'ms' => 'Malay',
'nb_NO' => 'Norsk bokmål',
'nl' => 'Nederlands',
'pl' => 'Polski',
'pt' => 'Português',
'pt_BR' => 'Português Brasileiro',
'ru' => 'Russian
(Русский)',
'sk_SK' => 'Slovak (Slovenčina)',
'sl' => "Slovenian (Sloven\x{161}\x{10d}ina)",
'sr_Cyrl' => "Serbian Cyrillic
(\x{441}\x{440}\x{43f}\x{441}\x{43a}\x{438})",
'sr_Latn' => 'Serbian Latin (Srpski)',
'sv' => 'Svenska',
'tr' => 'Türkçe',
'uk' => 'Ukrainian
(Українська)',
'vi_VN' => 'Vietnam (ViɆt Nam)',
'zh_CN' => 'Chinese (Sim.) (简体中文)',
'zh_TW' => 'Chinese (Tradi.) (正體中文)'
};
2.1.13. DefaultTheme
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Defines the default front-end (HTML) theme to be used by the agents and customers. The default themes are Standard and Lite. If you like, you can add your own theme. Please refer the administrator manual located at http://doc.otrs.org/.
Framework
Core
267
Config-Setting:
$Self->{'DefaultTheme'} = 'Standard';
2.1.14. DefaultTheme::HostBased
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
It is possible to configure different themes, for example to distinguish between agents and customers, 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.
Framework
Core
0
0
$Self->{'DefaultTheme::HostBased'} = {
'host1\\.example\\.com' => 'SomeTheme1',
'host2\\.example\\.com' => 'SomeTheme2'
};
2.1.15. CheckMXRecord
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Makes the application check the MX record of email addresses before sending an email or submitting a telephone or email ticket.
Framework
Core
$Self->{'CheckMXRecord'} = '1';
2.1.16. CheckMXRecord::Nameserver
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the address of a dedicated DNS server, if necessary, for the
"CheckMXRecord" look-ups.
Framework
Core
0
0
$Self->{'CheckMXRecord::Nameserver'} = 'ns.example.com';
2.1.17. CheckEmailAddresses
Description:
Group:
SubGroup:
Valid:
Required:
Makes the application check the syntax of email addresses.
Framework
Core
1
1
268
Config-Setting:
$Self->{'CheckEmailAddresses'} = '1';
2.1.18. CheckEmailValidAddress
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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").
Framework
Core
1
1
$Self->{'CheckEmailValidAddress'} = '^(root@localhost| admin@localhost)$';
2.1.19. CheckEmailInvalidAddress
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a regular expression that filters all email addresses that should not be used in the application.
Framework
Core
1
1
$Self->{'CheckEmailInvalidAddress'} = '@(example)\\.(..|...)$';
2.1.20. CGILogPrefix
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the text that should appear in the log file to denote a CGI script entry.
Framework
Core
$Self->{'CGILogPrefix'} = 'OTRS-CGI';
2.1.21. DemoSystem
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Runs the system in "Demo" mode. If set to "Yes", 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.
Framework
Core
1
1
$Self->{'DemoSystem'} = '0';
269
2.1.22. SwitchToUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows the administrators to login as other users, via the users administration panel.
Framework
Core
1
1
$Self->{'SwitchToUser'} = '0';
2.1.23. SwitchToCustomer
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows the administrators to login as other customers, via the customer user administration panel.
1
1
Framework
Core
$Self->{'SwitchToCustomer'} = '0';
2.1.24. SwitchToCustomer::PermissionGroup
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the group where the user needs rw permissions so that he can access the "SwitchToCustomer" feature.
Framework
Core
1
1
$Self->{'SwitchToCustomer::PermissionGroup'} = 'admin';
2.1.25. NotificationSenderName
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the name that should be used by the application when sending notifications. The sender name is used to build the complete as en::Customer::QueueUpdate or en::Agent::Move.
1
1 display name for the notification master (i.e. "OTRS Notification
Master" [email protected]). Notifications are messages such
Framework
Core
$Self->{'NotificationSenderName'} = 'OTRS Notification Master';
2.1.26. NotificationSenderEmail
Description: Specifies the email address that should be used by the application when sending notifications. The email address is used to build
270
Group:
SubGroup:
Valid:
Required:
Config-Setting: the complete display name for the notification master (i.e. "OTRS
Notification Master" [email protected]). You can use the
OTRS_CONFIG_FQDN variable as set in your configuation, or choose another email address. Notifications are messages such as en::Customer::QueueUpdate or en::Agent::Move.
Framework
Core
1
1
$Self->{'NotificationSenderEmail'} = 'otrs@<OTRS_CONFIG_FQDN>';
2.1.27. System::Customer::Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the standard permissions available for customers within the application. If more permissions are needed, you can enter them permission remains the last entry.
1
1 here. Permissions must be hard coded to be effective. Please ensure, when adding any of the afore mentioned permissions, that the "rw"
Framework
Core
$Self->{'System::Customer::Permission'} = [
'ro',
'rw'
];
2.1.28. LanguageDebug
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Debugs the translation set. If this is set to "Yes" all strings (text) without translations are written to STDERR. This can be helpful when you are creating a new translation file. Otherwise, this option should remain set to "No".
Framework
Core
0
0
$Self->{'LanguageDebug'} = '0';
2.1.29. Secure::DisableBanner
Description:
Group:
SubGroup:
Valid:
Required:
0
0
If enabled, the OTRS version tag will be removed from the HTTP headers.
Framework
Core
271
Config-Setting:
$Self->{'Secure::DisableBanner'} = '0';
2.1.30. StandardResponse2QueueByCreating
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of default StandardResponses which are assigned automatically to new Queues upon creation.
0
0
Framework
Core
$Self->{'StandardResponse2QueueByCreating'} = [
''
];
2.2. Core::Cache
2.2.1. Cache::Module
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Selects the cache backend to use.
Framework
Core::Cache
1
1
$Self->{'Cache::Module'} = 'Kernel::System::Cache::FileStorable';
2.2.2. Cache::SubdirLevels
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specify how many sub directory levels to use when creating cache files. This should prevent too many cache files being in one directory.
1
1
Framework
Core::Cache
$Self->{'Cache::SubdirLevels'} = '2';
2.3. Core::LinkObject
2.3.1. LinkObject::ViewMode
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the way the linked objects are displayed in each zoom mask.
Framework
Core::LinkObject
1
1
$Self->{'LinkObject::ViewMode'} = 'Simple';
272
2.3.2. LinkObject::Type###Normal
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
1
Framework
Core::LinkObject
$Self->{'LinkObject::Type'}->{'Normal'} = {
'SourceName' => 'Normal',
'TargetName' => 'Normal'
};
2.3.3. LinkObject::Type###ParentChild
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
1
Framework
Core::LinkObject
$Self->{'LinkObject::Type'}->{'ParentChild'} = {
'SourceName' => 'Parent',
'TargetName' => 'Child'
};
2.3.4. LinkObject::TypeGroup###0001
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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
1
0 ticket B, then these tickets could not be additionally linked with link of a 'ParentChild' relationship.
Framework
Core::LinkObject
$Self->{'LinkObject::TypeGroup'}->{'0001'} = [
'Normal',
'ParentChild'
];
2.4. Core::Log
2.4.1. LogModule
Description: 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.
273
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Log
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
2.4.2. LogModule::SysLog::Facility
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "SysLog" was selected for LogModule, a special log facility can be specified.
1
1
Framework
Core::Log
$Self->{'LogModule::SysLog::Facility'} = 'user';
2.4.3. LogModule::SysLog::LogSock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "SysLog" was selected for LogModule, a special log sock can be specified (on solaris you may need to use 'stream').
Framework
Core::Log
1
1
$Self->{'LogModule::SysLog::LogSock'} = 'unix';
2.4.4. LogModule::SysLog::Charset
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.4.5. LogModule::LogFile
If "SysLog" was selected for LogModule, the charset that should be used for logging can be specified.
Framework
Core::Log
1
1
$Self->{'LogModule::SysLog::Charset'} = 'utf-8';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "file" was selected for LogModule, a logfile must be specified. If the file doesn't exist, it will be created by the system.
Framework
Core::Log
1
1
$Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
274
2.4.6. LogModule::LogFile::Date
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds a suffix with the actual year and month to the OTRS log file. A logfile for every month will be created.
1
1
Framework
Core::Log
$Self->{'LogModule::LogFile::Date'} = '0';
2.5. Core::MIME-Viewer
2.5.1. MIME-Viewer###application/excel
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the path to the converter that allows the view of Microsoft
Excel files, in the web interface.
Framework
Core::MIME-Viewer
0
0
$Self->{'MIME-Viewer'}->{'application/excel'} = 'xlhtml';
2.5.2. MIME-Viewer###application/msword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the path to the converter that allows the view of Microsoft
Word files, in the web interface.
0
0
Framework
Core::MIME-Viewer
$Self->{'MIME-Viewer'}->{'application/msword'} = 'wvWare';
2.5.3. MIME-Viewer###application/pdf
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the path to the converter that allows the view of PDF documents, in the web interface.
Framework
Core::MIME-Viewer
0
0
$Self->{'MIME-Viewer'}->{'application/pdf'} = 'pdftohtml -stdout i';
2.5.4. MIME-Viewer###text/xml
Description: Specifies the path to the converter that allows the view of XML files, in the web interface.
275
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Framework
Core::MIME-Viewer
$Self->{'MIME-Viewer'}->{'text/xml'} = '<OTRS_CONFIG_Home>/scripts/ tools/xml2html.pl';
2.6. Core::MirrorDB
2.6.1. Core::MirrorDB::DSN
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If you want to use a mirror database for agent ticket fulltext search or to generate stats, specify the DSN to this database.
Framework
Core::MirrorDB
0
0
$Self->{'Core::MirrorDB::DSN'} =
'DBI:mysql:database=mirrordb;host=mirrordbhost';
2.6.2. Core::MirrorDB::User
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If you want to use a mirror database for agent ticket fulltext search or to generate stats, the user to authenticate to this database can be specified.
Framework
Core::MirrorDB
0
0
$Self->{'Core::MirrorDB::User'} = 'some_user';
2.6.3. Core::MirrorDB::Password
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If you want to use a mirror database for agent ticket fulltext search or to generate stats, the password to authenticate to this database can be specified.
Framework
Core::MirrorDB
0
0
$Self->{'Core::MirrorDB::Password'} = 'some_password';
2.7. Core::PDF
2.7.1. PDF
Description: Enables PDF output. The CPAN module PDF::API2 is required, if not installed, PDF output will be disabled.
276
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.7.2. PDF::LogoFile
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::PDF
$Self->{'PDF'} = '1';
1
1
Specifies the path of the file for the logo in the page header (gif|jpg| png, 700 x 100 pixel).
Framework
Core::PDF
$Self->{'PDF::LogoFile'} = '<OTRS_CONFIG_Home>/var/logo-otrs.png';
2.7.3. PDF::PageSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.7.4. PDF::MaxPages
Defines the standard size of PDF pages.
Framework
Core::PDF
1
1
$Self->{'PDF::PageSize'} = 'a4';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the maximum number of pages per PDF file.
Framework
Core::PDF
1
1
$Self->{'PDF::MaxPages'} = '100';
2.7.5. PDF::TTFontFile###Proportional
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle proportional font in PDF documents.
Framework
Core::PDF
1
1
$Self->{'PDF::TTFontFile'}->{'Proportional'} = 'DejaVuSans.ttf';
277
2.7.6. PDF::TTFontFile###ProportionalBold
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle bold proportional font in PDF documents.
Framework
Core::PDF
1
1
$Self->{'PDF::TTFontFile'}->{'ProportionalBold'} = 'DejaVuSans-
Bold.ttf';
2.7.7. PDF::TTFontFile###ProportionalItalic
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle italic proportional font in PDF documents.
0
0
Framework
Core::PDF
$Self->{'PDF::TTFontFile'}->{'ProportionalItalic'} = 'DejaVuSans-
Oblique.ttf';
2.7.8. PDF::TTFontFile###ProportionalBoldItalic
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle bold italic proportional font in PDF documents.
1
1
Framework
Core::PDF
$Self->{'PDF::TTFontFile'}->{'ProportionalBoldItalic'} =
'DejaVuSans-BoldOblique.ttf';
2.7.9. PDF::TTFontFile###Monospaced
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the path and TTF-File to handle monospaced font in PDF documents.
Framework
Core::PDF
$Self->{'PDF::TTFontFile'}->{'Monospaced'} = 'DejaVuSansMono.ttf';
2.7.10. PDF::TTFontFile###MonospacedBold
Description: Defines the path and TTF-File to handle bold monospaced font in PDF documents.
278
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Framework
Core::PDF
$Self->{'PDF::TTFontFile'}->{'MonospacedBold'} = 'DejaVuSansMono-
Bold.ttf';
2.7.11. PDF::TTFontFile###MonospacedItalic
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle italic monospaced font in PDF documents.
0
0
Framework
Core::PDF
$Self->{'PDF::TTFontFile'}->{'MonospacedItalic'} = 'DejaVuSansMono-
Oblique.ttf';
2.7.12. PDF::TTFontFile###MonospacedBoldItalic
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path and TTF-File to handle bold italic monospaced font in PDF documents.
Framework
Core::PDF
0
0
$Self->{'PDF::TTFontFile'}->{'MonospacedBoldItalic'} =
'DejaVuSansMono-BoldOblique.ttf';
2.8. Core::Package
2.8.1. Package::FileUpload
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Enables file upload in the package manager frontend.
Framework
Core::Package
$Self->{'Package::FileUpload'} = '1';
2.8.2. Package::RepositoryRoot
Description:
Group:
SubGroup:
Defines the location to get online repository list for additional packages. The first available result will be used.
Framework
Core::Package
279
Valid:
Required:
Config-Setting:
1
0
$Self->{'Package::RepositoryRoot'} = [
'http://ftp.otrs.org/pub/otrs/misc/packages/repository.xml'
];
2.8.3. Package::RepositoryList
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the list of online repositories. Another installations can be used as repository, for example: Key="http://example.com/
0
0 otrs/public.pl?Action=PublicRepository;File=" and Content="Some
Name".
Framework
Core::Package
$Self->{'Package::RepositoryList'} = {
'ftp://ftp.example.com/pub/otrs/misc/packages/' => '[Example] ftp:// ftp.example.com/'
};
2.8.4. Package::RepositoryAccessRegExp
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Core::Package
0
0
$Self->{'Package::RepositoryAccessRegExp'} = '127\\.0\\.0\\.1';
2.8.5. Package::Timeout
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Sets the timeout (in seconds) for package downloads. Overwrites
"WebUserAgent::Timeout".
Framework
Core::Package
$Self->{'Package::Timeout'} = '15';
2.8.6. Package::Proxy
Description:
Group:
Fetches packages via proxy. Overwrites "WebUserAgent::Proxy".
Framework
280
SubGroup:
Valid:
Required:
Config-Setting:
Core::Package
0
0
$Self->{'Package::Proxy'} = 'http://proxy.sn.no:8001/';
2.8.7. Package::ShowFeatureAddons
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Toggles display of OTRS FeatureAddons list in PackageManager.
Framework
Core::Package
1
0
$Self->{'Package::ShowFeatureAddons'} = '1';
2.9. Core::PerformanceLog
2.9.1. PerformanceLog
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables performance log (to log the page response time). It will affect the system performance.
Frontend::Module###AdminPerformanceLog must be enabled.
Framework
Core::PerformanceLog
1
0
$Self->{'PerformanceLog'} = '0';
2.9.2. PerformanceLog::File
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the path of the file for the performance log.
Framework
Core::PerformanceLog
1
1
$Self->{'PerformanceLog::File'} = '<OTRS_CONFIG_Home>/var/log/
Performance.log';
2.9.3. PerformanceLog::FileMax
Description:
Group:
SubGroup:
Valid:
Required:
Defines the maximum size (in MB) of the log file.
Framework
Core::PerformanceLog
1
1
281
Config-Setting:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
$Self->{'PerformanceLog::FileMax'} = '25';
2.10. Core::ReferenceData
2.10.1. ReferenceData::OwnCountryList
Description:
0
0
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.
Framework
Core::ReferenceData
$Self->{'ReferenceData::OwnCountryList'} = {
'AT' => 'Austria',
'CH' => 'Switzerland',
'DE' => 'Germany'
};
2.11. Core::SOAP
2.11.1. SOAP::User
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Defines the username to access the SOAP handle (bin/cgi-bin/rpc.pl).
Framework
Core::SOAP
$Self->{'SOAP::User'} = 'some_user';
2.11.2. SOAP::Password
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.11.3. SOAP::Keep-Alive
Defines the password to access the SOAP handle (bin/cgi-bin/rpc.pl).
Framework
Core::SOAP
0
0
$Self->{'SOAP::Password'} = 'some_pass';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enable keep-alive connection header for SOAP responses.
Framework
Core::SOAP
1
1
$Self->{'SOAP::Keep-Alive'} = '0';
282
2.12. Core::Sendmail
2.12.1. SendmailModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to send emails. "Sendmail" directly uses the sendmail binary of your operating system. Any of the
"SMTP" mechanisms use a specified (external) mailserver.
"DoNotSendEmail" doesn't send emails and it is useful for test systems.
Framework
Core::Sendmail
1
1
$Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail';
2.12.2. SendmailModule::CMD
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "Sendmail" was selected as SendmailModule, the location of the sendmail binary and the needed options must be specified.
Framework
Core::Sendmail
1
1
$Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f';
2.12.3. SendmailModule::Host
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If any of the "SMTP" mechanisms was selected as SendmailModule, the mailhost that sends out the mails must be specified.
Framework
Core::Sendmail
1
1
$Self->{'SendmailModule::Host'} = 'mail.example.com';
2.12.4. SendmailModule::Port
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If any of the "SMTP" mechanisms was selected as SendmailModule, the port where your mailserver is listening for incoming connections must be specified.
Framework
Core::Sendmail
0
0
$Self->{'SendmailModule::Port'} = '25';
283
2.12.5. SendmailModule::AuthUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
If any of the "SMTP" mechanisms was selected as SendmailModule, and authentication to the mail server is needed, an username must be specified.
Framework
Core::Sendmail
$Self->{'SendmailModule::AuthUser'} = 'MailserverLogin';
2.12.6. SendmailModule::AuthPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.12.7. SendmailBcc
0
0
If any of the "SMTP" mechanisms was selected as SendmailModule, and authentication to the mail server is needed, a password must be specified.
Framework
Core::Sendmail
$Self->{'SendmailModule::AuthPassword'} = 'MailserverPassword';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons.
Framework
Core::Sendmail
$Self->{'SendmailBcc'} = '';
2.12.8. SendmailNotificationEnvelopeFrom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
If set, this address is used as envelope sender header in outgoing notifications. If no address is specified, the envelope sender header is empty.
Framework
Core::Sendmail
$Self->{'SendmailNotificationEnvelopeFrom'} = '';
2.12.9. SendmailEncodingForce
Description: Forces encoding of outgoing emails (7bit|8bit|quoted-printable| base64).
284
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.13. Core::Session
2.13.1. SessionModule
0
0
Framework
Core::Sendmail
$Self->{'SendmailEncodingForce'} = 'base64';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.13.2. SessionName
Defines the module used to store the session data. With "DB" the frontend server can be splitted from the db server. "FS" is faster.
Framework
Core::Session
1
1
$Self->{'SessionModule'} = 'Kernel::System::AuthSession::DB';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the name of the session key. E.g. Session, SessionID or OTRS.
Framework
Core::Session
$Self->{'SessionName'} = 'OTRSAgentInterface';
2.13.3. CustomerPanelSessionName
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the name of the key for customer sessions.
Framework
Core::Session
1
1
$Self->{'CustomerPanelSessionName'} = 'OTRSCustomerInterface';
2.13.4. SessionCheckRemoteIP
Description:
Group:
SubGroup:
Valid:
Turns on the remote ip address check. It should be set to "No" 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.
Framework
Core::Session
1
285
Required:
Config-Setting:
1
$Self->{'SessionCheckRemoteIP'} = '1';
2.13.5. SessionDeleteIfNotRemoteID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Deletes a session if the session id is used with an invalid remote IP address.
Framework
Core::Session
1
1
$Self->{'SessionDeleteIfNotRemoteID'} = '1';
2.13.6. SessionMaxTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the maximal valid time (in seconds) for a session id.
Framework
Core::Session
1
1
$Self->{'SessionMaxTime'} = '57600';
2.13.7. SessionMaxIdleTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the inactivity time (in seconds) to pass before a session is killed and a user is loged out.
1
1
Framework
Core::Session
$Self->{'SessionMaxIdleTime'} = '21600';
2.13.8. SessionActiveTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the time (in seconds) a user is marked as active.
Framework
Core::Session
1
1
$Self->{'SessionActiveTime'} = '600';
2.13.9. SessionDeleteIfTimeToOld
Description:
Group:
Deletes requested sessions if they have timed out.
Framework
286
SubGroup:
Valid:
Required:
Config-Setting:
Core::Session
1
1
$Self->{'SessionDeleteIfTimeToOld'} = '1';
2.13.10. SessionUseCookie
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Makes the session management use html cookies. If html cookies are disabled or if the client browser disabled html cookies, then the system will work as usual and append the session id to the links.
1
1
Framework
Core::Session
$Self->{'SessionUseCookie'} = '1';
2.13.11. SessionUseCookieAfterBrowserClose
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Stores cookies after the browser has been closed.
Framework
Core::Session
1
1
$Self->{'SessionUseCookieAfterBrowserClose'} = '0';
2.13.12. SessionCSRFProtection
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Protection against CSRF (Cross Site Request Forgery) exploits (for more info see http://en.wikipedia.org/wiki/Crosssite_request_forgery).
1
1
Framework
Core::Session
$Self->{'SessionCSRFProtection'} = '1';
2.13.13. AgentSessionLimit
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the maximum number of active agents within the timespan defined in SessionActiveTime.
Framework
Core::Session
1
0
$Self->{'AgentSessionLimit'} = '100';
287
2.13.14. CustomerSessionLimit
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.13.15. SessionDir
Sets the maximum number of active customers within the timespan defined in SessionActiveTime.
1
0
Framework
Core::Session
$Self->{'CustomerSessionLimit'} = '100';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "FS" was selected for SessionModule, a directory where the session data will be stored must be specified.
Framework
Core::Session
1
1
$Self->{'SessionDir'} = '<OTRS_CONFIG_Home>/var/sessions';
2.13.16. SessionTable
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for SessionModule, a table in database where session data will be stored must be specified.
Framework
Core::Session
1
1
$Self->{'SessionTable'} = 'sessions';
2.14. Core::SpellChecker
2.14.1. SpellChecker
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.14.2. SpellCheckerBin
1
1
Enables spell checker support.
Framework
Core::SpellChecker
$Self->{'SpellChecker'} = '0';
Description: Install ispell or aspell on the system, if you want to use a spell checker. Please specify the path to the aspell or ispell binary on your operating system.
288
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::SpellChecker
$Self->{'SpellCheckerBin'} = '/usr/bin/ispell';
2.14.3. SpellCheckerDictDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default spell checker dictionary.
Framework
Core::SpellChecker
1
1
$Self->{'SpellCheckerDictDefault'} = 'english';
2.14.4. SpellCheckerIgnore
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines a default list of words, that are ignored by the spell checker.
Framework
Core::SpellChecker
$Self->{'SpellCheckerIgnore'} = [
'www',
'webmail',
'https',
'http',
'html',
'rfc'
];
2.15. Core::Stats
2.15.1. Stats::StatsHook
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the stats hook.
Framework
Core::Stats
1
1
$Self->{'Stats::StatsHook'} = 'Stat#';
2.15.2. Stats::StatsStartNumber
Description:
Group:
SubGroup:
Start number for statistics counting. Every new stat increments this number.
Framework
Core::Stats
289
Valid:
Required:
Config-Setting:
1
1
$Self->{'Stats::StatsStartNumber'} = '10000';
2.15.3. Stats::MaxXaxisAttributes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default maximum number of X-axis attributes for the time scale.
Framework
Core::Stats
0
0
$Self->{'Stats::MaxXaxisAttributes'} = '1000';
2.16. Core::Stats::Graph
2.16.1. Stats::Graph::t_margin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the top margin of the chart.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::t_margin'} = '10';
2.16.2. Stats::Graph::l_margin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the left margin of the chart.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::l_margin'} = '10';
2.16.3. Stats::Graph::b_margin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the bottom margin of the chart.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::b_margin'} = '10';
2.16.4. Stats::Graph::r_margin
Description: Specifies the right margin of the chart.
290
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::r_margin'} = '20';
2.16.5. Stats::Graph::bgclr
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the background color of the picture.
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::bgclr'} = 'white';
2.16.6. Stats::Graph::transparent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.16.7. Stats::Graph::fgclr
Makes the picture transparent.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::transparent'} = '0';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the border color of the chart.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::fgclr'} = 'black';
2.16.8. Stats::Graph::boxclr
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the background color of the chart.
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::boxclr'} = 'white';
2.16.9. Stats::Graph::accentclr
Description: Specifies the border color of the legend.
291
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::accentclr'} = 'black';
2.16.10. Stats::Graph::legendclr
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the text color of the legend.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::legendclr'} = 'black';
2.16.11. Stats::Graph::textclr
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the text color of the chart (e. g. caption).
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::textclr'} = 'black';
2.16.12. Stats::Graph::dclrs
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the colors for the graphs.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::dclrs'} = [
'red',
'green',
'blue',
'yellow',
'black',
'purple',
'orange',
'pink',
'marine',
'cyan',
'lgray',
'lblue',
'lyellow',
'lgreen',
'lred',
'lpurple',
'lorange',
292
'lbrown'
];
2.16.13. Stats::Graph::line_width
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the boldness of the line drawed by the graph.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::line_width'} = '1';
2.16.14. Stats::Graph::legend_placement
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the placement of the legend. This should be a two letter key of the form: 'B[LCR]|R[TCB]'. The first letter indicates the placement
1
1
(Bottom or Right), and the second letter the alignment (Left, Right,
Center, Top, or Bottom).
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::legend_placement'} = 'BC';
2.16.15. Stats::Graph::legend_spacing
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the spacing of the legends.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::legend_spacing'} = '4';
2.16.16. Stats::Graph::legend_marker_width
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width of the legend.
Framework
Core::Stats::Graph
1
1
$Self->{'Stats::Graph::legend_marker_width'} = '12';
2.16.17. Stats::Graph::legend_marker_height
Description: Defines the height of the legend.
293
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Stats::Graph
$Self->{'Stats::Graph::legend_marker_height'} = '8';
2.17. Core::Time
2.17.1. TimeInputFormat
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the date input format used in forms (option or input fields).
Framework
Core::Time
1
1
$Self->{'TimeInputFormat'} = 'Option';
2.17.2. TimeShowAlwaysLong
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows time in long format (days, hours, minutes), if set to "Yes"; or in short format (days, hours), if set to "No".
1
1
Framework
Core::Time
$Self->{'TimeShowAlwaysLong'} = '0';
2.17.3. TimeZone
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Sets the system time zone (required a system with UTC as system time). Otherwise this is a diff time to the local time.
Framework
Core::Time
$Self->{'TimeZone'} = '+0';
2.17.4. TimeZoneUser
Description:
Group:
SubGroup:
Valid:
Sets the user time zone per user (required a system with UTC as system time and UTC under TimeZone). Otherwise this is a diff time to the local time.
Framework
Core::Time
1
294
Required:
Config-Setting:
0
$Self->{'TimeZoneUser'} = '0';
2.17.5. TimeZoneUserBrowserAutoOffset
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the user time zone per user based on java script / browser time zone offset feature at login time.
1
0
Framework
Core::Time
$Self->{'TimeZoneUserBrowserAutoOffset'} = '1';
2.17.6. CalendarWeekDayStart
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Define the start day of the week for the date picker.
Framework
Core::Time
1
1
$Self->{'CalendarWeekDayStart'} = '1';
2.17.7. TimeVacationDays
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time
1
1
$Self->{'TimeVacationDays'} = {
'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'
}
};
2.17.8. TimeVacationDaysOneTime
Description: Adds the one time vacation days. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
295
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Time
$Self->{'TimeVacationDaysOneTime'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
2.17.9. TimeWorkingHours
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the hours and week days to count the working time.
Framework
Core::Time
$Self->{'TimeWorkingHours'} = {
'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',
296
'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'
]
};
2.17.10. TimeShowCompleteDescription
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows time use complete description (days, hours, minutes), if set to "Yes"; or just first letter (d, h, m), if set to "No".
1
1
Framework
Core::Time
$Self->{'TimeShowCompleteDescription'} = '0';
2.18. Core::Time::Calendar1
2.18.1. TimeZone::Calendar1Name
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Defines the name of the indicated calendar.
Framework
Core::Time::Calendar1
297
Config-Setting:
$Self->{'TimeZone::Calendar1Name'} = 'Calendar Name 1';
2.18.2. TimeZone::Calendar1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar1
$Self->{'TimeZone::Calendar1'} = '0';
2.18.3. TimeVacationDays::Calendar1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar1
$Self->{'TimeVacationDays::Calendar1'} = {
'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'
}
};
2.18.4. TimeVacationDaysOneTime::Calendar1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar1
$Self->{'TimeVacationDaysOneTime::Calendar1'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
298
2.18.5. TimeWorkingHours::Calendar1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar1
1
1
$Self->{'TimeWorkingHours::Calendar1'} = {
'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',
299
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Wed' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
]
};
2.19. Core::Time::Calendar2
2.19.1. TimeZone::Calendar2Name
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the name of the indicated calendar.
Framework
Core::Time::Calendar2
1
1
$Self->{'TimeZone::Calendar2Name'} = 'Calendar Name 2';
2.19.2. TimeZone::Calendar2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar2
1
1
$Self->{'TimeZone::Calendar2'} = '0';
2.19.3. TimeVacationDays::Calendar2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar2
$Self->{'TimeVacationDays::Calendar2'} = {
300
'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'
}
};
2.19.4. TimeVacationDaysOneTime::Calendar2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar2
$Self->{'TimeVacationDaysOneTime::Calendar2'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
2.19.5. TimeWorkingHours::Calendar2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar2
1
1
$Self->{'TimeWorkingHours::Calendar2'} = {
'Fri' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Mon' => [
'8',
'9',
'10',
301
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Wed' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
]
};
'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',
2.20. Core::Time::Calendar3
2.20.1. TimeZone::Calendar3Name
Description:
Group:
Defines the name of the indicated calendar.
Framework
302
SubGroup:
Valid:
Required:
Config-Setting:
Core::Time::Calendar3
1
1
$Self->{'TimeZone::Calendar3Name'} = 'Calendar Name 3';
2.20.2. TimeZone::Calendar3
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar3
1
1
$Self->{'TimeZone::Calendar3'} = '0';
2.20.3. TimeVacationDays::Calendar3
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar3
$Self->{'TimeVacationDays::Calendar3'} = {
'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'
}
};
2.20.4. TimeVacationDaysOneTime::Calendar3
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar3
$Self->{'TimeVacationDaysOneTime::Calendar3'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
303
};
2.20.5. TimeWorkingHours::Calendar3
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
1
1
Framework
Core::Time::Calendar3
$Self->{'TimeWorkingHours::Calendar3'} = {
'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',
304
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Wed' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
]
};
2.21. Core::Time::Calendar4
2.21.1. TimeZone::Calendar4Name
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the name of the indicated calendar.
Framework
Core::Time::Calendar4
1
1
$Self->{'TimeZone::Calendar4Name'} = 'Calendar Name 4';
2.21.2. TimeZone::Calendar4
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar4
1
1
$Self->{'TimeZone::Calendar4'} = '0';
2.21.3. TimeVacationDays::Calendar4
Description:
Group:
SubGroup:
Valid:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar4
1
305
Required:
Config-Setting:
1
$Self->{'TimeVacationDays::Calendar4'} = {
'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'
}
};
2.21.4. TimeVacationDaysOneTime::Calendar4
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar4
1
1
$Self->{'TimeVacationDaysOneTime::Calendar4'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
2.21.5. TimeWorkingHours::Calendar4
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar4
1
1
$Self->{'TimeWorkingHours::Calendar4'} = {
'Fri' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Mon' => [
'8',
306
'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'
]
};
'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',
2.22. Core::Time::Calendar5
2.22.1. TimeZone::Calendar5Name
Description: Defines the name of the indicated calendar.
307
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Time::Calendar5
$Self->{'TimeZone::Calendar5Name'} = 'Calendar Name 5';
2.22.2. TimeZone::Calendar5
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
1
1
Framework
Core::Time::Calendar5
$Self->{'TimeZone::Calendar5'} = '0';
2.22.3. TimeVacationDays::Calendar5
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar5
1
1
$Self->{'TimeVacationDays::Calendar5'} = {
'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'
}
};
2.22.4. TimeVacationDaysOneTime::Calendar5
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar5
$Self->{'TimeVacationDaysOneTime::Calendar5'} = {
'2004' => {
'1' => {
'1' => 'test'
}
308
}
};
2.22.5. TimeWorkingHours::Calendar5
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
1
1
Framework
Core::Time::Calendar5
$Self->{'TimeWorkingHours::Calendar5'} = {
'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',
309
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Wed' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
]
};
2.23. Core::Time::Calendar6
2.23.1. TimeZone::Calendar6Name
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the name of the indicated calendar.
Framework
Core::Time::Calendar6
$Self->{'TimeZone::Calendar6Name'} = 'Calendar Name 6';
2.23.2. TimeZone::Calendar6
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar6
1
1
$Self->{'TimeZone::Calendar6'} = '0';
2.23.3. TimeVacationDays::Calendar6
Description:
Group:
SubGroup:
Valid:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar6
1
310
Required:
Config-Setting:
1
$Self->{'TimeVacationDays::Calendar6'} = {
'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'
}
};
2.23.4. TimeVacationDaysOneTime::Calendar6
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar6
1
1
$Self->{'TimeVacationDaysOneTime::Calendar6'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
2.23.5. TimeWorkingHours::Calendar6
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar6
1
1
$Self->{'TimeWorkingHours::Calendar6'} = {
'Fri' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Mon' => [
'8',
311
'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'
]
};
'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',
2.24. Core::Time::Calendar7
2.24.1. TimeZone::Calendar7Name
Description: Defines the name of the indicated calendar.
312
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Time::Calendar7
$Self->{'TimeZone::Calendar7Name'} = 'Calendar Name 7';
2.24.2. TimeZone::Calendar7
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
1
1
Framework
Core::Time::Calendar7
$Self->{'TimeZone::Calendar7'} = '0';
2.24.3. TimeVacationDays::Calendar7
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar7
1
1
$Self->{'TimeVacationDays::Calendar7'} = {
'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'
}
};
2.24.4. TimeVacationDaysOneTime::Calendar7
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar7
$Self->{'TimeVacationDaysOneTime::Calendar7'} = {
'2004' => {
'1' => {
'1' => 'test'
}
313
}
};
2.24.5. TimeWorkingHours::Calendar7
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
1
1
Framework
Core::Time::Calendar7
$Self->{'TimeWorkingHours::Calendar7'} = {
'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',
314
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Wed' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
]
};
2.25. Core::Time::Calendar8
2.25.1. TimeZone::Calendar8Name
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the name of the indicated calendar.
Framework
Core::Time::Calendar8
$Self->{'TimeZone::Calendar8Name'} = 'Calendar Name 8';
2.25.2. TimeZone::Calendar8
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar8
1
1
$Self->{'TimeZone::Calendar8'} = '0';
2.25.3. TimeVacationDays::Calendar8
Description:
Group:
SubGroup:
Valid:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar8
1
315
Required:
Config-Setting:
1
$Self->{'TimeVacationDays::Calendar8'} = {
'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'
}
};
2.25.4. TimeVacationDaysOneTime::Calendar8
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar8
1
1
$Self->{'TimeVacationDaysOneTime::Calendar8'} = {
'2004' => {
'1' => {
'1' => 'test'
}
}
};
2.25.5. TimeWorkingHours::Calendar8
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar8
1
1
$Self->{'TimeWorkingHours::Calendar8'} = {
'Fri' => [
'8',
'9',
'10',
'11',
'12',
'13',
'14',
'15',
'16',
'17',
'18',
'19',
'20'
],
'Mon' => [
'8',
316
'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'
]
};
'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',
2.26. Core::Time::Calendar9
2.26.1. TimeZone::Calendar9Name
Description: Defines the name of the indicated calendar.
317
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Time::Calendar9
$Self->{'TimeZone::Calendar9Name'} = 'Calendar Name 9';
2.26.2. TimeZone::Calendar9
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time zone of the indicated calendar, which can be assigned later to a specific queue.
Framework
Core::Time::Calendar9
1
1
$Self->{'TimeZone::Calendar9'} = '0';
2.26.3. TimeVacationDays::Calendar9
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the permanent vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
Framework
Core::Time::Calendar9
1
1
$Self->{'TimeVacationDays::Calendar9'} = {
'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'
}
};
2.26.4. TimeVacationDaysOneTime::Calendar9
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Adds the one time vacation days for the indicated calendar. Please use single digit pattern for numbers from 1 to 9 (instead of 01 - 09).
1
1
Framework
Core::Time::Calendar9
$Self->{'TimeVacationDaysOneTime::Calendar9'} = {
'2004' => {
318
'1' => {
'1' => 'test'
}
}
};
2.26.5. TimeWorkingHours::Calendar9
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the hours and week days of the indicated calendar, to count the working time.
Framework
Core::Time::Calendar9
1
1
$Self->{'TimeWorkingHours::Calendar9'} = {
'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' => [
319
'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'
]
};
2.27. Core::Web
2.27.1. Frontend::WebPath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the URL base path of icons, CSS and Java Script.
Framework
Core::Web
1
1
$Self->{'Frontend::WebPath'} = '/otrs-web/';
2.27.2. Frontend::ImagePath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the URL image path of icons for navigation.
Framework
Core::Web
1
1
$Self->{'Frontend::ImagePath'} =
'<OTRS_CONFIG_Frontend::WebPath>skins/Agent/default/img/';
2.27.3. Frontend::CSSPath
Description:
Group:
Defines the URL CSS path.
Framework
320
SubGroup:
Valid:
Required:
Config-Setting:
Core::Web
1
1
$Self->{'Frontend::CSSPath'} =
'<OTRS_CONFIG_Frontend::WebPath>css/';
2.27.4. Frontend::JavaScriptPath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the URL java script path.
Framework
Core::Web
$Self->{'Frontend::JavaScriptPath'} =
'<OTRS_CONFIG_Frontend::WebPath>js/';
2.27.5. Frontend::RichText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Uses richtext for viewing and editing: articles, salutations, signatures, standard responses, auto responses and notifications.
1
1
Framework
Core::Web
$Self->{'Frontend::RichText'} = '1';
2.27.6. Frontend::RichTextPath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the URL rich text editor path.
Framework
Core::Web
1
1
$Self->{'Frontend::RichTextPath'} =
'<OTRS_CONFIG_Frontend::WebPath>js/thirdparty/ckeditor-4.0/';
2.27.7. Frontend::RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component. Enter number
(pixels) or percent value (relative).
Framework
Core::Web
1
1
$Self->{'Frontend::RichTextWidth'} = '620';
321
2.27.8. Frontend::RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the height for the rich text editor component. Enter number
(pixels) or percent value (relative).
Framework
Core::Web
$Self->{'Frontend::RichTextHeight'} = '320';
2.27.9. Frontend::RichText::DefaultCSS
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default CSS used in rich text editors.
Framework
Core::Web
1
1
$Self->{'Frontend::RichText::DefaultCSS'} = 'fontfamily:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;';
2.27.10. Frontend::RichText::EnhancedMode
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines if the enhanced mode should be used (enables use of table, replace, subscript, superscript, paste from word, etc.).
Framework
Core::Web
1
1
$Self->{'Frontend::RichText::EnhancedMode'} = '0';
2.27.11. DefaultViewNewLine
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Automated line break in text messages after x number of chars.
Framework
Core::Web
$Self->{'DefaultViewNewLine'} = '90';
2.27.12. DefaultViewLines
Description:
Group:
SubGroup:
Sets the number of lines that are displayed in text messages (e.g.
ticket lines in the QueueZoom).
Framework
Core::Web
322
Valid:
Required:
Config-Setting:
1
1
$Self->{'DefaultViewLines'} = '6000';
2.27.13. Frontend::AnimationEnabled
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Turns on the animations used in the GUI. If you have problems with these animations (e.g. performance issues), you can turn them off here.
Framework
Core::Web
$Self->{'Frontend::AnimationEnabled'} = '1';
2.27.14. AttachmentDownloadType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows choosing between showing the attachments of a ticket in the browser (inline) or just make them downloadable (attachment).
Framework
Core::Web
1
1
$Self->{'AttachmentDownloadType'} = 'attachment';
2.27.15. WebMaxFileUpload
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the maximal size (in bytes) for file uploads via the browser.
Framework
Core::Web
$Self->{'WebMaxFileUpload'} = '24000000';
2.27.16. WebUploadCacheModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Selects the module to handle uploads via the web interface. "DB" stores all uploads in the database, "FS" uses the file system.
1
1
Framework
Core::Web
$Self->{'WebUploadCacheModule'} =
'Kernel::System::Web::UploadCache::DB';
323
2.27.17. Frontend::Output::FilterText###AAAURL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the filter that processes the text in the articles, in order to highlight URLs.
Framework
Core::Web
1
0
$Self->{'Frontend::Output::FilterText'}->{'AAAURL'} = {
'Module' => 'Kernel::Output::HTML::OutputFilterTextURL',
'Templates' => {
'AgentTicketZoom' => '1'
}
};
2.27.18. Frontend::Themes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates the available themes on the system. Value 1 means active,
0 means inactive.
Framework
Core::Web
1
0
$Self->{'Frontend::Themes'} = {
'Lite' => '0',
'Standard' => '1'
};
2.27.19. Frontend::Output::FilterText###OutputFilterTextAutoLink
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a filter to process the text in the articles, in order to highlight predefined keywords.
Framework
Core::Web
0
0
$Self->{'Frontend::Output::FilterText'}->{'OutputFilterTextAutoLink'}
= {
'Module' => 'Kernel::Output::HTML::OutputFilterTextAutoLink',
'Templates' => {
'AgentTicketZoom' => '1'
}
};
2.27.20. Frontend::Output::OutputFilterTextAutoLink###CVE
Description:
Group:
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.
Framework
324
SubGroup:
Valid:
Required:
Config-Setting:
Core::Web
0
0
$Self->{'Frontend::Output::OutputFilterTextAutoLink'}->{'CVE'} = {
'RegExp' => [
'(CVE|CAN)\\-(\\d{3,4})\\-(\\d{2,6})'
],
'Templates' => {
'AgentTicketZoom' => '1'
},
'URL1' => {
'Description' => 'Mitre',
'Image' => 'http://cve.mitre.org/favicon.ico',
'Target' => '_blank',
'URL' => 'http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-
<MATCH2>-<MATCH3>'
},
'URL2' => {
'Description' => 'Google',
'Image' => 'http://www.google.de/favicon.ico',
'Target' => '_blank',
'URL' => 'http://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>'
},
'URL3' => {
'Description' => 'US-CERT NVD',
'Image' => 'http://nvd.nist.gov/favicon.ico',
'Target' => '_blank',
'URL' => 'http://nvd.nist.gov/nvd.cfm?cvename=<MATCH1>-<MATCH2>-
<MATCH3>'
}
};
2.27.21. Frontend::Output::OutputFilterTextAutoLink###Bugtraq
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Core::Web
0
0
$Self->{'Frontend::Output::OutputFilterTextAutoLink'}->{'Bugtraq'} =
{
'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' => 'http://www.securityfocus.com/favicon.ico',
'Target' => '_blank',
'URL' => 'http://www.securityfocus.com/bid/<MATCH1>/info'
325
},
'URL2' => {
'Description' => 'Google',
'Image' => 'http://www.google.de/favicon.ico',
'Target' => '_blank',
'URL' => 'http://google.com/search?q=<MATCH>'
}
};
2.27.22. Frontend::Output::OutputFilterTextAutoLink###MSBulletins
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a filter for html output to add links behind MSBulletin numbers. The element Image allows two input kinds. At once the
0
0 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.
Framework
Core::Web
$Self->{'Frontend::Output::OutputFilterTextAutoLink'}-
>{'MSBulletins'} = {
'RegExp' => [
'MS[^A-Za-z]{0,5}(\\d\\d).?(\\d{2,4})'
],
'Templates' => {
'AgentTicketZoom' => '1'
},
'URL1' => {
'Description' => 'Microsoft Technet',
'Image' => 'http://www.microsoft.com/favicon.ico',
'Target' => '_blank',
'URL' => 'http://www.microsoft.com/technet/security/bulletin/
MS<MATCH1>-<MATCH2>.mspx'
},
'URL2' => {
'Description' => 'Google',
'Image' => 'http://www.google.de/favicon.ico',
'Target' => '_blank',
'URL' => 'http://google.com/search?q=MS<MATCH1>-<MATCH2>'
}
};
2.27.23. Frontend::Output::OutputFilterTextAutoLink###Setting1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Core::Web
0
0
$Self->{'Frontend::Output::OutputFilterTextAutoLink'}->{'Setting1'} =
{
'RegExp' => [
'RegExp'
],
326
'Templates' => {
'AgentTicketZoom' => '1'
},
'URL1' => {
'Description' => 'Description',
'Image' => 'right-small.png',
'Target' => '_blank',
'URL' => 'URL'
},
'URL2' => {
'Description' => 'Description',
'Image' => 'Image',
'Target' => '_blank',
'URL' => 'URL'
}
};
2.27.24. Frontend::Output::OutputFilterTextAutoLink###Setting2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Core::Web
0
0
$Self->{'Frontend::Output::OutputFilterTextAutoLink'}->{'Setting2'} =
{
'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'
}
};
2.27.25. Loader::Enabled::CSS
Description: If enabled, OTRS will deliver all CSS files in minified form. WARNING:
If you turn this off, there will likely be problems in IE 7, because it cannot load more than 32 CSS files.
327
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Core::Web
$Self->{'Loader::Enabled::CSS'} = '1';
2.27.26. Loader::Enabled::JS
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If enabled, OTRS will deliver all JavaScript files in minified form.
Framework
Core::Web
1
1
$Self->{'Loader::Enabled::JS'} = '1';
2.27.27. Loader::Agent::CommonCSS###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
List of CSS files to always be loaded for the agent interface.
Framework
Core::Web
$Self->{'Loader::Agent::CommonCSS'}->{'000-Framework'} = [
'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.Widget.css',
'Core.WidgetMenu.css',
'Core.TicketDetail.css',
'Core.Tooltip.css',
'Core.Dialog.css',
'Core.Print.css'
];
2.27.28. Loader::Agent::CommonCSS::IE8###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
1
1
List of IE8-specific CSS files to always be loaded for the agent interface.
Framework
Core::Web
328
Config-Setting:
$Self->{'Loader::Agent::CommonCSS::IE8'}->{'000-Framework'} = [
'Core.OverviewSmall.IE8.css'
];
2.27.29. Loader::Agent::CommonJS###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of JS files to always be loaded for the agent interface.
Framework
Core::Web
1
1
$Self->{'Loader::Agent::CommonJS'}->{'000-Framework'} = [
'thirdparty/json/json2.js',
'thirdparty/jquery-1.6.4/jquery.js',
'thirdparty/jquery-ui-1.8.21/jquery-ui.js',
'thirdparty/jquery-validate-1.10/jquery.validate.js',
'thirdparty/stacktrace-0.4/stacktrace.js',
'thirdparty/jquery-pubsub/pubsub.js',
'Core.JavaScriptEnhancements.js',
'Core.Debug.js',
'Core.Data.js',
'Core.Config.js',
'Core.Exception.js',
'Core.JSON.js',
'Core.AJAX.js',
'Core.App.js',
'Core.UI.js',
'Core.UI.IE7Fixes.js',
'Core.UI.Accordion.js',
'Core.UI.Datepicker.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.Form.js',
'Core.Form.ErrorTooltips.js',
'Core.Form.Validate.js',
'Core.Agent.js',
'Core.Agent.Search.js',
'Core.Agent.CustomerInformationCenterSearch.js'
];
2.27.30. Loader::Customer::CommonCSS###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of CSS files to always be loaded for the customer interface.
Framework
Core::Web
1
1
$Self->{'Loader::Customer::CommonCSS'}->{'000-Framework'} = [
'Core.Reset.css',
'Core.Default.css',
'Core.Form.css',
'Core.Dialog.css',
'Core.Tooltip.css',
329
'Core.Login.css',
'Core.Control.css',
'Core.Table.css',
'Core.TicketZoom.css',
'Core.Print.css'
];
2.27.31. Loader::Customer::CommonCSS::IE7###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of IE7-specific CSS files to always be loaded for the customer interface.
Framework
Core::Web
1
1
$Self->{'Loader::Customer::CommonCSS::IE7'}->{'000-Framework'} = [
'Core.IE7.css',
'Core.Tooltip.IE7.css',
'Core.Dialog.IE7.css'
];
2.27.32. Loader::Customer::CommonCSS::IE8###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of IE8-specific CSS files to always be loaded for the customer interface.
Framework
Core::Web
1
1
$Self->{'Loader::Customer::CommonCSS::IE8'}->{'000-Framework'} = [];
2.27.33. Loader::Customer::CommonJS###000-Framework
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
List of JS files to always be loaded for the customer interface.
Framework
Core::Web
1
1
$Self->{'Loader::Customer::CommonJS'}->{'000-Framework'} = [
'thirdparty/jquery-1.6.4/jquery.js',
'thirdparty/jquery-validate-1.10/jquery.validate.js',
'thirdparty/jquery-ui-1.8.21/jquery-ui.js',
'thirdparty/stacktrace-0.4/stacktrace.js',
'thirdparty/jquery-pubsub/pubsub.js',
'Core.Debug.js',
'Core.Data.js',
'Core.Exception.js',
'Core.JavaScriptEnhancements.js',
'Core.Config.js',
'Core.AJAX.js',
'Core.App.js',
'Core.UI.js',
330
'Core.UI.IE7Fixes.js',
'Core.UI.Accessibility.js',
'Core.UI.Dialog.js',
'Core.UI.RichTextEditor.js',
'Core.UI.Datepicker.js',
'Core.UI.Popup.js',
'Core.Form.js',
'Core.Form.ErrorTooltips.js',
'Core.Form.Validate.js',
'Core.Customer.js'
];
2.27.34. Loader::Agent::DefaultSelectedSkin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The agent skin's InternalName which should be used in the agent interface. Please check the available skins in Frontend::Agent::Skins.
1
1
Framework
Core::Web
$Self->{'Loader::Agent::DefaultSelectedSkin'} = 'default';
2.27.35. Loader::Customer::SelectedSkin::HostBased
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
It is possible to configure different skins, for example to distinguish between diferent customers, to be used on a per-domain basis within
0
0 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.
Framework
Core::Web
$Self->{'Loader::Customer::SelectedSkin::HostBased'} = {
'host1\\.example\\.com' => 'Someskin1',
'host2\\.example\\.com' => 'Someskin2'
};
2.28. Core::WebUserAgent
2.28.1. WebUserAgent::Timeout
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the timeout (in seconds) for http/ftp downloads.
Framework
Core::WebUserAgent
1
1
$Self->{'WebUserAgent::Timeout'} = '15';
331
2.28.2. WebUserAgent::Proxy
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the connections for http/ftp, via a proxy.
Framework
Core::WebUserAgent
0
0
$Self->{'WebUserAgent::Proxy'} = 'http://proxy.sn.no:8001/';
2.29. Crypt::PGP
2.29.1. PGP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables PGP support. When PGP support is enabled for signing and securing mail, it is HIGHLY recommended that the web server be run as the OTRS user. Otherwise, there will be problems with the privileges when accessing .gnupg folder.
Framework
Crypt::PGP
1
1
$Self->{'PGP'} = '0';
2.29.2. PGP::Bin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.29.3. PGP::Options
Defines the path to PGP binary.
Framework
Crypt::PGP
1
1
$Self->{'PGP::Bin'} = '/usr/bin/gpg';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Sets the options for PGP binary.
Framework
Crypt::PGP
$Self->{'PGP::Options'} = '--homedir /opt/otrs/.gnupg/ --batch --notty --yes';
2.29.4. PGP::Key::Password
Description:
Group:
Sets the password for private PGP key.
Framework
332
SubGroup:
Valid:
Required:
Config-Setting:
2.30. Crypt::SMIME
2.30.1. SMIME
Description:
Group:
SubGroup:
Valid:
Crypt::PGP
1
1
$Self->{'PGP::Key::Password'} = {
'488A0B8F' => 'SomePassword',
'D2DF79FA' => 'SomePassword'
};
2.29.5. PGP::TrustedNetwork
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.29.6. PGP::Log
Set this to yes if you trust in all your public and private pgp keys, even if they are not certified with a trusted signature.
1
0
Framework
Crypt::PGP
$Self->{'PGP::TrustedNetwork'} = '0';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configure your own log text for PGP.
Framework
Crypt::PGP
1
1
$Self->{'PGP::Log'} = {
'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.'
};
Enables S/MIME support.
Framework
Crypt::SMIME
1
333
Required:
Config-Setting:
1
$Self->{'SMIME'} = '0';
2.30.2. SMIME::Bin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.30.3. SMIME::CertPath
1
1
Defines the path to open ssl binary. It may need a HOME env
($ENV{HOME} = '/var/lib/wwwrun';).
Framework
Crypt::SMIME
$Self->{'SMIME::Bin'} = '/usr/bin/openssl';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the directory where SSL certificates are stored.
Framework
Crypt::SMIME
1
1
$Self->{'SMIME::CertPath'} = '/etc/ssl/certs';
2.30.4. SMIME::PrivatePath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the directory where private SSL certificates are stored.
Framework
Crypt::SMIME
$Self->{'SMIME::PrivatePath'} = '/etc/ssl/private';
2.31. CustomerInformationCenter
2.31.1. AgentCustomerInformationCenter::MainMenu###010-EditCustomerID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Main menu registration.
Framework
CustomerInformationCenter
0
0
$Self->{'AgentCustomerInformationCenter::MainMenu'}->{'010-
EditCustomerID'} = {
'Link' =>
'$Env{"Baselink"}Action=AdminCustomerCompany;Subaction=Change;CustomerID=
$LQData{"CustomerID"};Nav=0',
'Name' => 'Edit customer company'
};
334
2.32. Frontend::Admin::AdminCustomerUser
2.32.1. AdminCustomerUser::RunInitialWildcardSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Runs an initial wildcard search of the existing customer users when accessing the AdminCustomerUser module.
Framework
Frontend::Admin::AdminCustomerUser
1
1
$Self->{'AdminCustomerUser::RunInitialWildcardSearch'} = '1';
2.33. Frontend::Admin::ModuleRegistration
2.33.1. Frontend::Module###Admin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'Admin'} = {
'Description' => 'Admin-Area',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.css'
],
'JavaScript' => [
'Core.Agent.Admin.SysConfig.js'
]
},
'NavBar' => [
{
'AccessKey' => 'a',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=Admin',
'LinkOption' => '',
'Name' => 'Admin',
'NavBar' => 'Admin',
'Prio' => '10000',
'Type' => 'Menu'
}
],
'NavBarModule' => {
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin'
},
'NavBarName' => 'Admin',
'Title' => ''
};
2.33.2. Frontend::Module###AdminInit
Description: Frontend module registration for the agent interface.
335
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Framework
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminInit'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarName' => '',
'Title' => 'Init'
};
2.33.3. Frontend::Module###AdminUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminUser'} = {
'Description' => 'Create and manage agents.',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Create and manage agents.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Agents',
'Prio' => '100'
},
'NavBarName' => 'Admin',
'Title' => 'Agents'
};
2.33.4. Frontend::Module###AdminGroup
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminGroup'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Create and manage groups.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Groups',
'Prio' => '150'
},
336
'NavBarName' => 'Admin',
'Title' => 'Groups'
};
2.33.5. Frontend::Module###AdminUserGroup
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminUserGroup'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Link agents to groups.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Agents <-> Groups',
'Prio' => '200'
},
'NavBarName' => 'Admin',
'Title' => 'Agents <-> Groups'
};
2.33.6. Frontend::Module###AdminCustomerUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminCustomerUser'} = {
'Description' => 'Edit Customers',
'Group' => [
'admin',
'users'
],
'GroupRo' => [
''
],
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'c',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AdminCustomerUser;Nav=Agent',
'LinkOption' => '',
'Name' => 'Customer User Administration',
'NavBar' => 'Customers',
'Prio' => '9000',
337
'Type' => ''
}
],
'NavBarModule' => {
'Block' => 'Customer',
'Description' => 'Create and manage customers.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customers',
'Prio' => '300'
},
'NavBarName' => 'Customers',
'Title' => 'Customers'
};
2.33.7. Frontend::Module###AdminCustomerCompany
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminCustomerCompany'} = {
'Description' => 'Admin',
'Group' => [
'admin',
'users'
],
'GroupRo' => [
''
],
'NavBar' => [
{
'AccessKey' => 'c',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AdminCustomerCompany;Nav=Agent',
'LinkOption' => '',
'Name' => 'Customer Company Administration',
'NavBar' => 'Customers',
'Prio' => '9100',
'Type' => ''
}
],
'NavBarModule' => {
'Block' => 'Customer',
'Description' => 'Create and manage companies.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customer Companies',
'Prio' => '310'
},
'NavBarName' => 'Admin',
'Title' => 'Customer Companies'
};
2.33.8. Frontend::Module###AdminCustomerUserGroup
Description:
Group:
SubGroup:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
338
Valid:
Required:
Config-Setting:
1
0
$Self->{'Frontend::Module'}->{'AdminCustomerUserGroup'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Customer',
'Description' => 'Link customers to groups.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customers <-> Groups',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Customers <-> Groups'
};
2.33.9. Frontend::Module###AdminCustomerUserService
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminCustomerUserService'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Customer',
'Description' => 'Link customers to services.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customers <-> Services',
'Prio' => '500'
},
'NavBarName' => 'Admin',
'Title' => 'Customers <-> Services'
};
2.33.10. Frontend::Module###AdminRole
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminRole'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Create and manage roles.',
339
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Roles',
'Prio' => '600'
},
'NavBarName' => 'Admin',
'Title' => 'Roles'
};
2.33.11. Frontend::Module###AdminRoleUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminRoleUser'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Link agents to roles.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Agents <-> Roles',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'Agents <-> Roles'
};
2.33.12. Frontend::Module###AdminRoleGroup
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminRoleGroup'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Agent',
'Description' => 'Link roles to groups.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Roles <-> Groups',
'Prio' => '800'
},
'NavBarName' => 'Admin',
'Title' => 'Roles <-> Groups'
};
2.33.13. Frontend::Module###AdminSMIME
Description: Frontend module registration for the agent interface.
340
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Framework
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminSMIME'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Manage S/MIME certificates for email
encryption.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'S/MIME Certificates',
'Prio' => '1100'
},
'NavBarName' => 'Admin',
'Title' => 'S/MIME Management'
};
2.33.14. Frontend::Module###AdminPGP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminPGP'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Manage PGP keys for email encryption.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'PGP Keys',
'Prio' => '1200'
},
'NavBarName' => 'Admin',
'Title' => 'PGP Key Management'
};
2.33.15. Frontend::Module###AdminMailAccount
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminMailAccount'} = {
'Description' => 'Admin',
'Group' => [
341
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Manage POP3 or IMAP accounts to fetch email
from.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'PostMaster Mail Accounts',
'Prio' => '100'
},
'NavBarName' => 'Admin',
'Title' => 'Mail Accounts'
};
2.33.16. Frontend::Module###AdminPostMasterFilter
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminPostMasterFilter'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Filter incoming emails.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'PostMaster Filters',
'Prio' => '200'
},
'NavBarName' => 'Admin',
'Title' => 'PostMaster Filters'
};
2.33.17. Frontend::Module###AdminEmail
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminEmail'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Send notifications to users.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Admin Notification',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Admin Notification'
342
};
2.33.18. Frontend::Module###AdminSession
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSession'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Manage existing sessions.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Session Management',
'Prio' => '500'
},
'NavBarName' => 'Admin',
'Title' => 'Session Management'
};
2.33.19. Frontend::Module###AdminPerformanceLog
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminPerformanceLog'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.PerformanceLog.css'
]
},
'NavBarModule' => {
'Block' => 'System',
'Description' => 'View performance benchmark results.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Performance Log',
'Prio' => '550'
},
'NavBarName' => 'Admin',
'Title' => 'Performance Log'
};
2.33.20. Frontend::Module###AdminLog
Description: Frontend module registration for the agent interface.
343
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Framework
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminLog'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'System',
'Description' => 'View system log messages.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'System Log',
'Prio' => '600'
},
'NavBarName' => 'Admin',
'Title' => 'System Log'
};
2.33.21. Frontend::Module###AdminSelectBox
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSelectBox'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Execute SQL statements.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'SQL Box',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'SQL Box'
};
2.33.22. Frontend::Module###AdminPackageManager
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminPackageManager'} = {
'Description' => 'Software Package Manager',
'Group' => [
'admin'
],
344
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Update and extend your system with software
packages.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Package Manager',
'Prio' => '1000'
},
'NavBarName' => 'Admin',
'Title' => 'Package Manager'
};
2.34. Frontend::Agent
2.34.1. AgentLogo
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Agent
1
0
$Self->{'AgentLogo'} = {
'StyleHeight' => '67px',
'StyleRight' => '38px',
'StyleTop' => '-4px',
'StyleWidth' => '244px',
'URL' => 'skins/Agent/default/img/logo_bg.png'
};
2.34.2. AgentLoginLogo
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
The logo shown on top of the login box of the agent interface. The
URL to the image must be relative URL to the skin image directory.
Framework
Frontend::Agent
$Self->{'AgentLoginLogo'} = {
'StyleHeight' => '100px',
'URL' => 'skins/Agent/default/img/loginlogo_default.png'
};
2.34.3. LoginURL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines an alternate URL, where the login link refers to.
Framework
Frontend::Agent
0
0
$Self->{'LoginURL'} = 'http://host.example.com/login.html';
345
2.34.4. LogoutURL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines an alternate URL, where the logout link refers to.
Framework
Frontend::Agent
0
0
$Self->{'LogoutURL'} = 'http://host.example.com/thanks-for-usingotrs.html';
2.34.5. PreApplicationModule###AgentInfo
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a useful module to load specific user options or to display news.
Framework
Frontend::Agent
0
0
$Self->{'PreApplicationModule'}->{'AgentInfo'} =
'Kernel::Modules::AgentInfo';
2.34.6. InfoKey
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.34.7. InfoFile
Description:
1
1
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.
Framework
Frontend::Agent
$Self->{'InfoKey'} = 'wpt22';
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
File that is displayed in the Kernel::Modules::AgentInfo module, if located under Kernel/Output/HTML/Standard/AgentInfo.dtl.
Framework
Frontend::Agent
$Self->{'InfoFile'} = 'AgentInfo';
2.34.8. LostPassword
Description:
Group:
Activates lost password feature for agents, in the agent interface.
Framework
346
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent
1
1
$Self->{'LostPassword'} = '1';
2.34.9. ShowMotd
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the message of the day on login screen of the agent interface.
Framework
Frontend::Agent
1
1
$Self->{'ShowMotd'} = '0';
2.34.10. NotificationSubjectLostPasswordToken
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the subject for notification mails sent to agents, with token about new requested password.
1
1
Framework
Frontend::Agent
$Self->{'NotificationSubjectLostPasswordToken'} = 'New OTRS password
request';
2.34.11. NotificationBodyLostPasswordToken
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the body text for notification mails sent to agents, with token about new requested password (after using this link the new password will be sent).
Framework
Frontend::Agent
1
1
$Self->{'NotificationBodyLostPasswordToken'} = '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.
';
347
2.34.12. NotificationSubjectLostPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the subject for notification mails sent to agents, about new password.
Framework
Frontend::Agent
1
1
$Self->{'NotificationSubjectLostPassword'} = 'New OTRS password';
2.34.13. NotificationBodyLostPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the body text for notification mails sent to agents, about new password (after using this link the new password will be sent).
Framework
Frontend::Agent
1
1
$Self->{'NotificationBodyLostPassword'} = '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
';
2.34.14. OpenMainMenuOnHover
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
If enabled, the first level of the main menu opens on mouse hover
(instead of click only).
Framework
Frontend::Agent
$Self->{'OpenMainMenuOnHover'} = '0';
2.34.15. Loader::Agent::Skin###000-default
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Default skin for interface.
Framework
Frontend::Agent
348
Config-Setting:
$Self->{'Loader::Agent::Skin'}->{'000-default'} = {
'Description' => 'This is the default orange - black skin.',
'HomePage' => 'www.otrs.org',
'InternalName' => 'default',
'VisibleName' => 'Default'
};
2.34.16. Loader::Agent::Skin###001-ivory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Balanced white skin by Felix Niklas.
Framework
Frontend::Agent
1
0
$Self->{'Loader::Agent::Skin'}->{'001-ivory'} = {
'Description' => 'Balanced white skin by Felix Niklas',
'HomePage' => 'www.felixniklas.de',
'InternalName' => 'ivory',
'VisibleName' => 'Ivory'
};
2.34.17. Loader::Agent::Skin###001-slim
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
"Slim" Skin which tries to save screen space for power users.
Framework
Frontend::Agent
1
0
$Self->{'Loader::Agent::Skin'}->{'001-slim'} = {
'Description' => '"Slim" skin which tries to save screen space for
power users.',
'HomePage' => 'www.otrs.org',
'InternalName' => 'slim',
'VisibleName' => 'Slim'
};
2.34.18. Loader::Agent::DefaultSelectedSkin::HostBased
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Agent
0
0
$Self->{'Loader::Agent::DefaultSelectedSkin::HostBased'} = {
'host1\\.example\\.com' => 'SomeSkin1',
'host2\\.example\\.com' => 'SomeSkin2'
349
};
2.35. Frontend::Agent::Dashboard
2.35.1. AgentCustomerInformationCenter::Backend###0600-CIC-
CustomerCompanyInformation
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
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.
Framework
Frontend::Agent::Dashboard
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0600-CIC-
CustomerCompanyInformation'} = {
'Attributes' => '',
'Block' => 'ContentSmall',
'Default' => '1',
'Description' => 'Customer Company Information',
'Group' => '',
'Module' =>
'Kernel::Output::HTML::DashboardCustomerCompanyInformation',
'Title' => 'Customer Company Information'
};
2.35.2. DashboardBackend###0000-ProductNotify
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0000-ProductNotify'} = {
'Block' => 'ContentLarge',
'CacheTTLLocal' => '1440',
'Default' => '1',
'Description' => 'News about OTRS releases!',
'Group' => 'admin',
'Module' => 'Kernel::Output::HTML::DashboardProductNotify',
'Title' => 'Product News',
'URL' => 'http://otrs.org/product.xml'
};
2.35.3. DashboardBackend###0390-UserOutOfOffice
Description: Defines the parameters for the dashboard backend. "Limit" defines the number of entries displayed by default. "Group" is used to restrict
350
Group:
SubGroup:
Valid:
Required:
Config-Setting: 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.
Framework
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0390-UserOutOfOffice'} = {
'Block' => 'ContentSmall',
'CacheTTLLocal' => '5',
'Default' => '1',
'Description' => '',
'Group' => '',
'IdleMinutes' => '60',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardUserOutOfOffice',
'SortBy' => 'UserLastname',
'Title' => 'Out Of Office'
};
2.35.4. DashboardBackend###0400-UserOnline
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0400-UserOnline'} = {
'Block' => 'ContentSmall',
'CacheTTLLocal' => '5',
'Default' => '0',
'Description' => '',
'Filter' => 'Agent',
'Group' => '',
'IdleMinutes' => '60',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardUserOnline',
'ShowEmail' => '0',
'SortBy' => 'UserLastname',
'Title' => 'Online'
};
2.35.5. DashboardBackend###0410-RSS
Description: 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
351
Group:
SubGroup:
Valid:
Required:
Config-Setting: enable it manually. "CacheTTL" indicates the cache expiration period in minutes for the plugin.
Framework
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0410-RSS'} = {
'Block' => 'ContentSmall',
'CacheTTL' => '360',
'Default' => '1',
'Description' => '',
'Group' => '',
'Limit' => '6',
'Module' => 'Kernel::Output::HTML::DashboardRSS',
'Title' => 'OTRS News',
'URL' => 'http://www.otrs.com/en/rss.xml',
'URL_de' => 'http://www.otrs.com/de/rss.xml',
'URL_es' => 'http://www.otrs.com/es/rss.xml',
'URL_nl' => 'http://www.otrs.com/nl/rss.xml',
'URL_ru' => 'http://www.otrs.com/ru/rss.xml',
'URL_zh' => 'http://www.otrs.com/cn/rss.xml'
};
2.35.6. DashboardBackend###0200-Image
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Agent::Dashboard
0
0
$Self->{'DashboardBackend'}->{'0200-Image'} = {
'Block' => 'ContentLarge',
'Default' => '1',
'Description' => 'Some picture description!',
'Group' => '',
'Height' => '140',
'Link' => 'http://otrs.org/',
'LinkTitle' => 'http://otrs.org/',
'Module' => 'Kernel::Output::HTML::DashboardImage',
'Title' => 'A picture',
'URL' => 'http://www.otrs.com/uploads/pics/jointhecommunity_02.jpg',
'Width' => '198'
};
2.35.7. DashboardBackend###0210-MOTD
Description:
Group:
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.
Framework
352
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Dashboard
0
0
$Self->{'DashboardBackend'}->{'0210-MOTD'} = {
'Block' => 'ContentLarge',
'Default' => '1',
'Group' => '',
'Module' => 'Kernel::Output::HTML::DashboardMOTD',
'Title' => 'Message of the Day'
};
2.35.8. DashboardBackend###0300-IFrame
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the parameters for the dashboard backend. "Group" is used to restrict access to the plugin (e. g. Group: admin;group1;group2;).
expiration period in minutes for the plugin.
0
0
"Default" indicates if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTL" indicates the cache
Framework
Frontend::Agent::Dashboard
$Self->{'DashboardBackend'}->{'0300-IFrame'} = {
'Align' => 'left',
'Block' => 'ContentLarge',
'Default' => '1',
'Description' => 'Some description!',
'Frameborder' => '1',
'Group' => '',
'Height' => '800',
'Link' => 'http://otrs.org/',
'LinkTitle' => 'OTRS.org/',
'Marginheight' => '5',
'Marginwidth' => '5',
'Module' => 'Kernel::Output::HTML::DashboardIFrame',
'Scrolling' => 'auto',
'Title' => 'A Website',
'URL' => 'http://www.otrs.org/',
'Width' => '1024'
};
2.35.9. AgentCustomerInformationCenter::Backend###0050-CIC-
CustomerUserList
Description:
Group:
SubGroup:
Valid:
Required:
1
0
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.
Framework
Frontend::Agent::Dashboard
353
Config-Setting:
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0050-CIC-
CustomerUserList'} = {
'Attributes' => '',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All customer users of a CustomerID',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardCustomerUserList',
'Permission' => 'ro',
'Title' => 'Customer Users'
};
2.36. Frontend::Agent::LinkObject
2.36.1. Frontend::AgentLinkObject::WildcardSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Starts a wildcard search of the active object after the link object mask is started.
Framework
Frontend::Agent::LinkObject
$Self->{'Frontend::AgentLinkObject::WildcardSearch'} = '0';
2.37. Frontend::Agent::ModuleMetaHead
2.37.1. Frontend::HeaderMetaModule###100-Refresh
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to generate html refresh headers of html sites.
Framework
Frontend::Agent::ModuleMetaHead
1
1
$Self->{'Frontend::HeaderMetaModule'}->{'100-Refresh'} = {
'Module' => 'Kernel::Output::HTML::HeaderMetaRefresh'
};
2.38. Frontend::Agent::ModuleNotify
2.38.1. Frontend::NotifyModule###200-UID-Check
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
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).
Framework
Frontend::Agent::ModuleNotify
$Self->{'Frontend::NotifyModule'}->{'200-UID-Check'} = {
'Module' => 'Kernel::Output::HTML::NotificationUIDCheck'
354
};
2.38.2. Frontend::NotifyModule###300-ShowAgentOnline
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module that shows all the currently logged in agents in the agent interface.
Framework
Frontend::Agent::ModuleNotify
0
0
$Self->{'Frontend::NotifyModule'}->{'300-ShowAgentOnline'} = {
'IdleMinutes' => '60',
'Module' => 'Kernel::Output::HTML::NotificationAgentOnline',
'ShowEmail' => '1'
};
2.38.3. Frontend::NotifyModule###400-ShowCustomerOnline
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module that shows all the currently loged in customers in the agent interface.
Framework
Frontend::Agent::ModuleNotify
0
0
$Self->{'Frontend::NotifyModule'}->{'400-ShowCustomerOnline'} = {
'IdleMinutes' => '60',
'Module' => 'Kernel::Output::HTML::NotificationCustomerOnline',
'ShowEmail' => '1'
};
2.38.4. Frontend::NotifyModule###500-OutofOffice-Check
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to display a notification in the agent interface, if the agent is logged in while having out-of-office active.
Framework
Frontend::Agent::ModuleNotify
1
1
$Self->{'Frontend::NotifyModule'}->{'500-OutofOffice-Check'} = {
'Module' => 'Kernel::Output::HTML::NotificationOutofOfficeCheck'
};
2.38.5. Frontend::NotifyModule###900-Generic
Description:
Group:
SubGroup:
Defines the module that shows a generic notification in the agent interface. Either "Text" - if configured - or the contents of "File" will be displayed.
Framework
Frontend::Agent::ModuleNotify
355
Valid:
Required:
Config-Setting:
0
0
$Self->{'Frontend::NotifyModule'}->{'900-Generic'} = {
'File' => '<OTRS_CONFIG_Home>/var/notify.txt',
'Link' => 'http://www.otrs.com',
'Module' => 'Kernel::Output::HTML::NotificationGeneric',
'Priority' => 'Warning',
'Text' => 'The OTRS Website'
};
2.39. Frontend::Agent::ModuleRegistration
2.39.1. Frontend::Module###Logout
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
$Self->{'Frontend::Module'}->{'Logout'} = {
'Description' => 'Logout',
'NavBarName' => '',
'Title' => ''
};
2.39.2. Frontend::Module###AgentDashboard
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentDashboard'} = {
'Description' => 'Agent Dashboard',
'Loader' => {
'JavaScript' => [
'thirdparty/flot-0.7/excanvas.js',
'thirdparty/flot-0.7/jquery.flot.js',
'Core.UI.Chart.js',
'Core.UI.DnD.js',
'Core.Agent.Dashboard.js'
]
},
'NavBar' => [
{
'AccessKey' => 'd',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AgentDashboard',
'LinkOption' => '',
'Name' => 'Dashboard',
'NavBar' => 'Dashboard',
'Prio' => '50',
'Type' => 'Menu'
}
],
'NavBarName' => 'Dashboard',
356
'Title' => ''
};
2.39.3. Frontend::Module###AgentCustomerInformationCenter
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentCustomerInformationCenter'} = {
'Description' => 'Customer Information Center',
'Loader' => {
'JavaScript' => [
'thirdparty/flot-0.7/excanvas.js',
'thirdparty/flot-0.7/jquery.flot.js',
'Core.UI.Chart.js',
'Core.UI.DnD.js',
'Core.Agent.Dashboard.js'
]
},
'NavBar' => [
{
'AccessKey' => 'c',
'Block' => 'ItemArea',
'Description' => '',
'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' => 'c',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AgentCustomerInformationCenter',
'LinkOption' => '',
'Name' => 'Customers',
'NavBar' => 'Customers',
'Prio' => '60',
'Type' => 'Menu'
}
],
'NavBarName' => 'Customer Information Center',
'Title' => ''
};
2.39.4. Frontend::Module###AgentCustomerInformationCenterSearch
Description:
Group:
SubGroup:
Valid:
Required:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
357
Config-Setting:
$Self->{'Frontend::Module'}->{'AgentCustomerInformationCenterSearch'}
= {
'Description' => 'Customer Information Center Search',
'Title' => ''
};
2.39.5. Frontend::Module###AgentPreferences
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentPreferences'} = {
'Description' => 'Agent Preferences',
'NavBarName' => 'Preferences',
'Title' => ''
};
2.39.6. Frontend::Module###PictureUpload
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
1
$Self->{'Frontend::Module'}->{'PictureUpload'} = {
'Description' => 'Picture upload module',
'NavBarName' => 'Ticket',
'Title' => 'Picture-Upload'
};
2.39.7. Frontend::Module###AgentSpelling
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentSpelling'} = {
'Description' => 'Spell checker',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => '',
'Title' => 'Spell Checker'
};
2.39.8. Frontend::Module###SpellingInline
Description: Frontend module registration for the agent interface.
358
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Framework
Frontend::Agent::ModuleRegistration
$Self->{'Frontend::Module'}->{'SpellingInline'} = {
'Description' => 'Spell checker',
'NavBarName' => '',
'Title' => 'Spell Checker'
};
2.39.9. Frontend::Module###AgentBook
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentBook'} = {
'Description' => 'Address book of CustomerUser sources',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => '',
'Title' => 'Address Book'
};
2.39.10. Frontend::Module###AgentLinkObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentLinkObject'} = {
'Description' => 'Link Object',
'NavBarName' => '',
'Title' => 'Link Object'
};
2.39.11. Frontend::Module###AgentInfo
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentInfo'} = {
359
'Description' => 'Generic Info module',
'NavBarName' => '',
'Title' => 'Info'
};
2.39.12. Frontend::Module###AgentSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentSearch'} = {
'Description' => 'Global Search Module',
'NavBarName' => '',
'Title' => 'Search'
};
2.39.13. CustomerFrontend::Module###SpellingInline
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'SpellingInline'} = {
'Description' => 'Spell checker',
'NavBarName' => '',
'Title' => 'Spell Checker'
};
2.39.14. Frontend::Module###AgentHTMLReference
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentHTMLReference'} = {
'Description' => 'HTML Reference',
'Group' => [
'users'
],
'GroupRo' => [
'users'
],
'Loader' => {
'CSS' => [
'Core.Agent.HTMLReference.css'
]
},
'NavBarName' => '',
'Title' => 'HTML Reference'
360
};
2.39.15. Frontend::Module###AgentStats
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentStats'} = {
'Description' => 'Stats',
'Group' => [
'stats'
],
'GroupRo' => [
'stats'
],
'Loader' => {
'JavaScript' => [
'Core.Agent.Stats.js'
]
},
'NavBar' => [
{
'AccessKey' => '',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AgentStats;Subaction=Overview',
'LinkOption' => '',
'Name' => 'Statistics',
'NavBar' => 'Stats',
'Prio' => '8500',
'Type' => 'Menu'
},
{
'AccessKey' => '',
'Block' => '',
'Description' => 'Overview',
'GroupRo' => [
'stats'
],
'Link' => 'Action=AgentStats;Subaction=Overview',
'LinkOption' => '',
'Name' => 'Overview',
'NavBar' => 'Stats',
'Prio' => '100',
'Type' => ''
},
{
'AccessKey' => '',
'Block' => '',
'Description' => 'New',
'Group' => [
'stats'
],
'Link' => 'Action=AgentStats;Subaction=Add',
'LinkOption' => '',
'Name' => 'New',
'NavBar' => 'Stats',
'Prio' => '200',
'Type' => ''
},
{
361
'AccessKey' => '',
'Block' => '',
'Description' => 'Import',
'Group' => [
'stats'
],
'Link' => 'Action=AgentStats;Subaction=Import',
'LinkOption' => '',
'Name' => 'Import',
'NavBar' => 'Stats',
'Prio' => '300',
'Type' => ''
}
],
'NavBarName' => 'Stats',
'Title' => 'Stats'
};
2.40. Frontend::Agent::NavBarModule
2.40.1. Frontend::NavBarModule###6-CustomerCompany
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration (disable company link if no company feature is used).
Framework
Frontend::Agent::NavBarModule
1
0
$Self->{'Frontend::NavBarModule'}->{'6-CustomerCompany'} = {
'Module' => 'Kernel::Output::HTML::NavBarCustomerCompany'
};
2.41. Frontend::Agent::Preferences
2.41.1. PreferencesTableValue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the name of the column to store the data in the preferences table.
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesTableValue'} = 'preferences_value';
2.41.2. PreferencesTableUserID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the name of the column to store the user identifier in the preferences table.
Framework
Frontend::Agent::Preferences
1
1
$Self->{'PreferencesTableUserID'} = 'user_id';
362
2.41.3. PreferencesView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the display order of the different items in the preferences view.
Framework
Frontend::Agent::Preferences
1
1
$Self->{'PreferencesView'} = [
'User Profile',
'Email Settings',
'Other Settings'
];
2.41.4. PreferencesGroups###Password
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
1
0
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'Password'} = {
'Active' => '1',
'Area' => 'Agent',
'Column' => 'User Profile',
'Label' => 'Change password',
'Module' => 'Kernel::Output::HTML::PreferencesPassword',
'PasswordMaxLoginFailed' => '0',
'PasswordMin2Characters' => '0',
'PasswordMin2Lower2UpperCharacters' => '0',
'PasswordMinSize' => '0',
'PasswordNeedDigit' => '0',
'PasswordRegExp' => '',
'Prio' => '0500'
};
2.41.5. PreferencesGroups###SpellDict
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view. Take care to maintain the dictionaries installed in the system in the data section.
Framework
Frontend::Agent::Preferences
0
0
$Self->{'PreferencesGroups'}->{'SpellDict'} = {
'Active' => '1',
'Column' => 'User Profile',
'Data' => {
'deutsch' => 'Deutsch',
'english' => 'English'
},
'DataSelected' => 'english',
'Key' => 'Default spelling dictionary',
363
'Label' => 'Spelling Dictionary',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSpellDict',
'Prio' => '2000'
};
2.41.6. PreferencesGroups###Comment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
1
0
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'Comment'} = {
'Active' => '0',
'Block' => 'Input',
'Column' => 'Other Settings',
'Data' => '$Env{"UserComment"}',
'Key' => 'Comment',
'Label' => 'Comment',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserComment',
'Prio' => '6000'
};
2.41.7. PreferencesGroups###Language
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
Framework
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'Language'} = {
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Frontend language',
'Label' => 'Language',
'Module' => 'Kernel::Output::HTML::PreferencesLanguage',
'PrefKey' => 'UserLanguage',
'Prio' => '1000'
};
2.41.8. PreferencesGroups###Skin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
1
0
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'Skin'} = {
364
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Wear this frontend skin',
'Label' => 'Skin',
'Module' => 'Kernel::Output::HTML::PreferencesSkin',
'PrefKey' => 'UserSkin',
'Prio' => '2000'
};
2.41.9. PreferencesGroups###Theme
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
Framework
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'Theme'} = {
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Frontend theme',
'Label' => 'Theme',
'Module' => 'Kernel::Output::HTML::PreferencesTheme',
'PrefKey' => 'UserTheme',
'Prio' => '3000'
};
2.41.10. PreferencesGroups###OutOfOffice
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the config parameters of this item, to be shown in the preferences view.
1
0
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'OutOfOffice'} = {
'Active' => '1',
'Block' => 'OutOfOffice',
'Column' => 'User Profile',
'Key' => '',
'Label' => 'Out Of Office Time',
'Module' => 'Kernel::Output::HTML::PreferencesOutOfOffice',
'PrefKey' => 'UserOutOfOffice',
'Prio' => '4000'
};
2.41.11. PreferencesGroups###TimeZone
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Defines the config parameters of this item, to be shown in the preferences view.
Framework
Frontend::Agent::Preferences
365
Config-Setting:
$Self->{'PreferencesGroups'}->{'TimeZone'} = {
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Time Zone',
'Label' => 'Time Zone',
'Module' => 'Kernel::Output::HTML::PreferencesTimeZone',
'PrefKey' => 'UserTimeZone',
'Prio' => '5000'
};
2.41.12. PreferencesGroups###CSVSeparator
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Gives end users the possibility to override the separator character for CSV files, defined in the translation files.
0
0
Framework
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'CSVSeparator'} = {
'Active' => '1',
'Column' => 'Other Settings',
'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.',
'Key' => 'CSV Separator',
'Label' => 'CSV Separator',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserCSVSeparator',
'Prio' => '4000'
};
2.42. Frontend::Agent::SearchRouter
2.42.1. Frontend::SearchDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Search backend default router.
Framework
Frontend::Agent::SearchRouter
1
0
$Self->{'Frontend::SearchDefault'} =
'Action=AgentTicketSearch;Subaction=AJAX';
2.43. Frontend::Agent::Stats
2.43.1. Stats::SearchPageShown
Description: Defines the default maximum number of search results shown on the overview page.
366
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Frontend::Agent::Stats
$Self->{'Stats::SearchPageShown'} = '20';
2.43.2. Stats::DefaultSelectedDynamicObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default selection at the drop down menu for dynamic objects (Form: Common Specification).
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::DefaultSelectedDynamicObject'} = 'Ticket';
2.43.3. Stats::DefaultSelectedPermissions
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default selection at the drop down menu for permissions
(Form: Common Specification).
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::DefaultSelectedPermissions'} = [
'stats'
];
2.43.4. Stats::DefaultSelectedFormat
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default selection at the drop down menu for stats format
(Form: Common Specification). Please insert the format key (see
Stats::Format).
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::DefaultSelectedFormat'} = [
'Print',
'CSV'
];
2.43.5. Stats::SearchLimit
Description:
Group:
SubGroup:
Defines the search limit for the stats.
Framework
Frontend::Agent::Stats
367
Valid:
Required:
Config-Setting:
2.43.6. Stats::Format
1
1
$Self->{'Stats::SearchLimit'} = '500';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the possible stats output formats.
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::Format'} = {
'CSV' => 'CSV',
'GD::Graph::area' => 'graph-area',
'GD::Graph::bars' => 'graph-bars',
'GD::Graph::hbars' => 'graph-hbars',
'GD::Graph::lines' => 'graph-lines',
'GD::Graph::linespoints' => 'graph-lines-points',
'GD::Graph::pie' => 'graph-pie',
'GD::Graph::points' => 'graph-points',
'Print' => 'Print'
};
2.43.7. Stats::GraphSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the size of the statistic graph.
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::GraphSize'} = {
'1200x800' => '1200x800',
'1600x1200' => '1600x1200',
'800x600' => '800x600'
};
2.43.8. Stats::TimeType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the time type which should be shown.
Framework
Frontend::Agent::Stats
1
1
$Self->{'Stats::TimeType'} = 'Extended';
2.43.9. Stats::ExchangeAxis
Description:
Group:
SubGroup:
Allows agents to exchange the axis of a stat if they generate one.
Framework
Frontend::Agent::Stats
368
Valid:
Required:
Config-Setting:
0
0
$Self->{'Stats::ExchangeAxis'} = '0';
2.43.10. Stats::UseAgentElementInStats
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Allows agents to generate individual-related stats.
Framework
Frontend::Agent::Stats
$Self->{'Stats::UseAgentElementInStats'} = '0';
2.43.11. Stats::CustomerIDAsMultiSelect
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
2.44. Frontend::Customer
2.44.1. CustomerHeadline
1
0
Shows all the customer identifiers in a multi-select field (not useful if you have a lot of customer identifiers).
Framework
Frontend::Agent::Stats
$Self->{'Stats::CustomerIDAsMultiSelect'} = '1';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The headline shown in the customer interface.
Framework
Frontend::Customer
1
1
$Self->{'CustomerHeadline'} = 'Example Company Support';
2.44.2. CustomerLogo
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The logo shown in the header of the customer 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.
Framework
Frontend::Customer
0
0
$Self->{'CustomerLogo'} = {
'StyleHeight' => '50px',
'StyleRight' => '25px',
'StyleTop' => '2px',
369
'StyleWidth' => '135px',
'URL' => 'skins/Customer/default/img/logo.png'
};
2.44.3. CustomerPanelUserID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the user identifier for the customer panel.
Framework
Frontend::Customer
1
1
$Self->{'CustomerPanelUserID'} = '1';
2.44.4. CustomerGroupSupport
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates support for customer groups.
Framework
Frontend::Customer
1
1
$Self->{'CustomerGroupSupport'} = '0';
2.44.5. CustomerGroupAlwaysGroups
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the groups every customer user will be in (if
CustomerGroupSupport is enabled and you don't want to manage every user for these groups).
1
1
Framework
Frontend::Customer
$Self->{'CustomerGroupAlwaysGroups'} = [
'users'
];
2.44.6. CustomerPanelLoginURL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Defines an alternate login URL for the customer panel..
Framework
Frontend::Customer
$Self->{'CustomerPanelLoginURL'} = 'http://host.example.com/cgi-bin/ login.pl';
2.44.7. CustomerPanelLogoutURL
Description: Defines an alternate logout URL for the customer panel.
370
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Framework
Frontend::Customer
$Self->{'CustomerPanelLogoutURL'} = 'http://host.example.com/cgibin/login.pl';
2.44.8. Frontend::CustomerUser::Item###1-GoogleMaps
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a customer item, which generates a google maps icon at the end of a customer info block.
Framework
Frontend::Customer
1
0
$Self->{'Frontend::CustomerUser::Item'}->{'1-GoogleMaps'} = {
'Attributes' => 'UserStreet;UserCity;UserCountry;',
'CSS' => 'Core.Agent.CustomerUser.GoogleMaps.css',
'CSSClass' => 'GoogleMaps',
'Module' => 'Kernel::Output::HTML::CustomerUserGeneric',
'Required' => 'UserStreet;UserCity;',
'Target' => '_blank',
'Text' => 'Location',
'URL' => 'http://maps.google.com/maps?z=7&q='
};
2.44.9. Frontend::CustomerUser::Item###2-Google
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a customer item, which generates a google icon at the end of a customer info block.
0
0
Framework
Frontend::Customer
$Self->{'Frontend::CustomerUser::Item'}->{'2-Google'} = {
'Attributes' => 'UserFirstname;UserLastname;',
'CSS' => 'Core.Agent.CustomerUser.Google.css',
'CSSClass' => 'Google',
'Module' => 'Kernel::Output::HTML::CustomerUserGeneric',
'Required' => 'UserFirstname;UserLastname;',
'Target' => '_blank',
'Text' => 'Google',
'URL' => 'http://google.com/search?q='
};
2.44.10. Frontend::CustomerUser::Item###2-LinkedIn
Description:
Group:
SubGroup:
Defines a customer item, which generates a LinkedIn icon at the end of a customer info block.
Framework
Frontend::Customer
371
Valid:
Required:
Config-Setting:
0
0
$Self->{'Frontend::CustomerUser::Item'}->{'2-LinkedIn'} = {
'Attributes' => 'UserFirstname;UserLastname;',
'CSS' => 'Core.Agent.CustomerUser.LinkedIn.css',
'CSSClass' => 'LinkedIn',
'Module' => 'Kernel::Output::HTML::CustomerUserGeneric',
'Required' => 'UserFirstname;UserLastname;',
'Target' => '_blank',
'Text' => 'LinkedIn',
'URL' => 'http://www.linkedin.com/commonSearch?
type=people&keywords='
};
2.44.11. Frontend::CustomerUser::Item###3-XING
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines a customer item, which generates a XING icon at the end of a customer info block.
Framework
Frontend::Customer
0
0
$Self->{'Frontend::CustomerUser::Item'}->{'3-XING'} = {
'Attributes' => 'UserFirstname;UserLastname;',
'CSS' => 'Core.Agent.CustomerUser.Xing.css',
'CSSClass' => 'Xing',
'Module' => 'Kernel::Output::HTML::CustomerUserGeneric',
'Required' => 'UserFirstname;UserLastname;',
'Target' => '_blank',
'Text' => 'XING',
'URL' => 'https://www.xing.com/app/search?op=search;keywords='
};
2.44.12. CustomerPanelPreApplicationModule###CustomerAccept
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
This module and its PreRun() function will be executed, if defined, for every request. This module is useful to check some user options or to display news about new applications.
0
0
Framework
Frontend::Customer
$Self->{'CustomerPanelPreApplicationModule'}->{'CustomerAccept'} =
'Kernel::Modules::CustomerAccept';
2.44.13. CustomerPanel::InfoKey
Description:
Group:
SubGroup:
Valid:
Defines the key to check with CustomerAccept. If this user preferences key is true, then the message is accepted by the system.
Framework
Frontend::Customer
0
372
Required:
Config-Setting:
0
$Self->{'CustomerPanel::InfoKey'} = 'CustomerAccept1';
2.44.14. CustomerPanel::InfoFile
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path of the shown info file, that is located under Kernel/
Output/HTML/Standard/CustomerAccept.dtl.
Framework
Frontend::Customer
0
0
$Self->{'CustomerPanel::InfoFile'} = 'CustomerAccept';
2.44.15. CustomerPanelLostPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Activates lost password feature for customers.
Framework
Frontend::Customer
$Self->{'CustomerPanelLostPassword'} = '1';
2.44.16. CustomerPanelCreateAccount
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables customers to create their own accounts.
Framework
Frontend::Customer
1
1
$Self->{'CustomerPanelCreateAccount'} = '1';
2.44.17. CustomerPanelSubjectLostPasswordToken
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the subject for notification mails sent to customers, with token about new requested password.
Framework
Frontend::Customer
1
1
$Self->{'CustomerPanelSubjectLostPasswordToken'} = 'New OTRS
password request';
2.44.18. CustomerPanelBodyLostPasswordToken
Description: Defines the body text for notification mails sent to customers, with token about new requested password (after using this link the new password will be sent).
373
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Framework
Frontend::Customer
$Self->{'CustomerPanelBodyLostPasswordToken'} = '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_ScriptAlias>customer.pl?
Action=CustomerLostPassword;Token=<OTRS_TOKEN>
If you did not request a new password, please ignore this email.
';
2.44.19. CustomerPanelSubjectLostPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the subject for notification mails sent to customers, about new password.
Framework
Frontend::Customer
1
1
$Self->{'CustomerPanelSubjectLostPassword'} = 'New OTRS password';
2.44.20. CustomerPanelBodyLostPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the body text for notification mails sent to customers, about new password (after using this link the new password will be sent).
Framework
Frontend::Customer
1
1
$Self->{'CustomerPanelBodyLostPassword'} = 'Hi <OTRS_USERFIRSTNAME>,
New password: <OTRS_NEWPW>
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/
<OTRS_CONFIG_ScriptAlias>customer.pl
';
2.44.21. CustomerPanelSubjectNewAccount
Description:
Group:
Defines the subject for notification mails sent to customers, about new account.
Framework
374
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer
1
1
$Self->{'CustomerPanelSubjectNewAccount'} = 'New OTRS Account!';
2.44.22. CustomerPanelBodyNewAccount
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the body text for notification mails sent to customers, about new account.
1
1
Framework
Frontend::Customer
$Self->{'CustomerPanelBodyNewAccount'} = '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 via the Preferences button after logging in.
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/
<OTRS_CONFIG_ScriptAlias>customer.pl
';
2.44.23. Loader::Customer::Skin###000-default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default skin for OTRS 3.0 interface.
Framework
Frontend::Customer
1
0
$Self->{'Loader::Customer::Skin'}->{'000-default'} = {
'Description' => 'This is the default orange - black skin for OTRS
3.0.',
'HomePage' => 'www.otrs.org',
'InternalName' => 'default',
'VisibleName' => 'Default'
};
2.44.24. Loader::Customer::SelectedSkin
Description:
Group:
SubGroup:
The customer skin's InternalName which should be used in the customer interface. Please check the available skins in
Frontend::Customer::Skins.
Framework
Frontend::Customer
375
Valid:
Required:
Config-Setting:
1
1
$Self->{'Loader::Customer::SelectedSkin'} = 'default';
2.45. Frontend::Customer::Auth
2.45.1. Customer::AuthModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to authenticate customers.
Framework
Frontend::Customer::Auth
1
1
$Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::DB';
2.45.2. Customer::AuthModule::DB::CryptType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, the crypt type of passwords must be specified.
Framework
Frontend::Customer::Auth
1
1
$Self->{'Customer::AuthModule::DB::CryptType'} = 'md5';
2.45.3. Customer::AuthModule::DB::Table
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, the name of the table where your customer data should be stored must be specified.
Framework
Frontend::Customer::Auth
1
1
$Self->{'Customer::AuthModule::DB::Table'} = 'customer_user';
2.45.4. Customer::AuthModule::DB::CustomerKey
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, the name of the column for the CustomerKey in the customer table must be specified.
Framework
Frontend::Customer::Auth
1
1
$Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login';
376
2.45.5. Customer::AuthModule::DB::CustomerPassword
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, the column name for the CustomerPassword in the customer table must be specified.
Framework
Frontend::Customer::Auth
1
1
$Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw';
2.45.6. Customer::AuthModule::DB::DSN
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, the DSN for the connection to the customer table must be specified.
0
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::DB::DSN'} =
'DBI:mysql:database=customerdb;host=customerdbhost';
2.45.7. Customer::AuthModule::DB::User
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, a username to connect to the customer table can be specified.
0
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::DB::User'} = 'some_user';
2.45.8. Customer::AuthModule::DB::Password
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "DB" was selected for Customer::AuthModule, a password to connect to the customer table can be specified.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::DB::Password'} = 'some_password';
2.45.9. Customer::AuthModule::DB::Type
Description:
Group:
If "DB" was selected for Customer::AuthModule, a database driver
(normally autodetection is used) can be specified.
Framework
377
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::DB::Type'} = 'mysql';
2.45.10. Customer::AuthModule::HTTPBasicAuth::Replace
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "HTTPBasicAuth" was selected for Customer::AuthModule, you can specify to strip leading parts of user names (e. g. for domains like example_domain\user to user).
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::HTTPBasicAuth::Replace'} =
'example_domain\\\\';
2.45.11. Customer::AuthModule::HTTPBasicAuth::ReplaceRegExp
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
0
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::HTTPBasicAuth::ReplaceRegExp'} = '^(.
+?)@.+?$';
2.45.12. Customer::AuthModule::LDAP::Host
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected for Customer::AuthModule, the LDAP host can be specified.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com';
2.45.13. Customer::AuthModule::LDAP::BaseDN
Description:
Group:
SubGroup:
Valid:
If "LDAP" was selected for Customer::AuthModule, the BaseDN must be specified.
Framework
Frontend::Customer::Auth
0
378
Required:
Config-Setting:
0
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
2.45.14. Customer::AuthModule::LDAP::UID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected for Customer::AuthModule, the user identifier must be specified.
0
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
2.45.15. Customer::AuthModule::LDAP::GroupDN
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
2.45.16. Customer::AuthModule::LDAP::AccessAttr
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected for Customer::AuthModule, you can specify access attributes here.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
2.45.17. Customer::AuthModule::LDAP::UserAttr
Description:
Group:
SubGroup:
Valid:
Required:
0
0
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.
Framework
Frontend::Customer::Auth
379
Config-Setting:
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
2.45.18. Customer::AuthModule::LDAP::SearchUserDN
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected for Customer::AuthModule and your users have only anonymous access to the LDAP tree, but you want to
0
0 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.
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=binduser,ou=users,dc=example,dc=com';
2.45.19. Customer::AuthModule::LDAP::SearchUserPw
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =
'some_password';
2.45.20. Customer::AuthModule::LDAP::AlwaysFilter
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected, you can add a filter to each LDAP query, e.g.
(mail=*), (objectclass=user) or (!objectclass=computer).
0
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(!
objectclass=computer)';
2.45.21. Customer::AuthModule::LDAP::UserSuffix
Description:
Group:
SubGroup:
Valid:
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.
Framework
Frontend::Customer::Auth
0
380
Required:
Config-Setting:
0
$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';
2.45.22. Customer::AuthModule::LDAP::Params
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "LDAP" was selected for Customer::AuthModule and special paramaters are needed for the Net::LDAP perl module, you can
0
0 specify them here. See "perldoc Net::LDAP" for more information about the parameters.
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::LDAP::Params'} = {
'async' => '0',
'port' => '389',
'timeout' => '120',
'version' => '3'
};
2.45.23. Customer::AuthModule::LDAP::Die
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
0
Framework
Frontend::Customer::Auth
$Self->{'Customer::AuthModule::LDAP::Die'} = '1';
2.45.24. Customer::AuthModule::Radius::Host
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If "Radius" was selected for Customer::AuthModule, the radius host must be specified.
Framework
Frontend::Customer::Auth
0
0
$Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost';
2.45.25. Customer::AuthModule::Radius::Password
Description:
Group:
SubGroup:
If "Radius" was selected for Customer::AuthModule, the password to authenticate to the radius host must be specified.
Framework
Frontend::Customer::Auth
381
Valid:
Required:
Config-Setting:
0
0
$Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret';
2.45.26. Customer::AuthModule::Radius::Die
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Framework
Frontend::Customer::Auth
1
0
$Self->{'Customer::AuthModule::Radius::Die'} = '1';
2.46. Frontend::Customer::ModuleMetaHead
2.46.1. CustomerFrontend::HeaderMetaModule###1-Refresh
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to generate html refresh headers of html sites, in the customer interface.
Framework
Frontend::Customer::ModuleMetaHead
1
1
$Self->{'CustomerFrontend::HeaderMetaModule'}->{'1-Refresh'} = {
'Module' => 'Kernel::Output::HTML::HeaderMetaRefresh'
};
2.47. Frontend::Customer::ModuleNotify
2.47.1. CustomerFrontend::NotifyModule###1-ShowAgentOnline
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module that shows the currently loged in agents in the customer interface.
Framework
Frontend::Customer::ModuleNotify
0
0
$Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowAgentOnline'} = {
'IdleMinutes' => '60',
'Module' => 'Kernel::Output::HTML::NotificationAgentOnline',
'ShowEmail' => '1'
};
2.47.2. CustomerFrontend::NotifyModule###1-ShowCustomerOnline
Description: Defines the module that shows the currently loged in customers in the customer interface.
382
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Framework
Frontend::Customer::ModuleNotify
$Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowCustomerOnline'} =
{
'Module' => 'Kernel::Output::HTML::NotificationCustomerOnline',
'ShowEmail' => '1'
};
2.48. Frontend::Customer::ModuleRegistration
2.48.1. CustomerFrontend::Module###Logout
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Framework
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'Logout'} = {
'Description' => 'Logout of customer panel',
'NavBarName' => '',
'Title' => ''
};
2.48.2. CustomerFrontend::Module###CustomerPreferences
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Framework
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerPreferences'} = {
'Description' => 'Customer preferences',
'NavBarName' => '',
'Title' => 'Preferences'
};
2.48.3. CustomerFrontend::Module###CustomerAccept
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Framework
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerAccept'} = {
'Description' => 'To accept login information, such as an EULA or
license.',
'NavBarName' => '',
'Title' => 'Info'
383
};
2.48.4. CustomerFrontend::Module###PictureUpload
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Framework
Frontend::Customer::ModuleRegistration
1
1
$Self->{'CustomerFrontend::Module'}->{'PictureUpload'} = {
'Description' => 'Picture upload module',
'NavBarName' => 'Ticket',
'Title' => 'Picture-Upload'
};
2.49. Frontend::Customer::Preferences
2.49.1. PreferencesTable
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the name of the table, where the customer preferences are stored.
Framework
Frontend::Customer::Preferences
$Self->{'PreferencesTable'} = 'user_preferences';
2.49.2. PreferencesTableKey
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the column to store the keys for the preferences table.
Framework
Frontend::Customer::Preferences
1
1
$Self->{'PreferencesTableKey'} = 'preferences_key';
2.49.3. CustomerPreferences
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the parameters for the customer preferences table.
Framework
Frontend::Customer::Preferences
1
1
$Self->{'CustomerPreferences'} = {
'Module' => 'Kernel::System::CustomerUser::Preferences::DB',
'Params' => {
'Table' => 'customer_preferences',
'TableKey' => 'preferences_key',
384
'TableUserID' => 'user_id',
'TableValue' => 'preferences_value'
}
};
2.49.4. CustomerPreferencesView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the order of the different items in the customer preferences view.
1
1
Framework
Frontend::Customer::Preferences
$Self->{'CustomerPreferencesView'} = [
'User Profile',
'Other Settings'
];
2.49.5. CustomerPreferencesGroups###Password
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'Password'} = {
'Active' => '1',
'Area' => 'Customer',
'Column' => 'Other Settings',
'Label' => 'Change password',
'Module' => 'Kernel::Output::HTML::PreferencesPassword',
'PasswordMin2Characters' => '0',
'PasswordMin2Lower2UpperCharacters' => '0',
'PasswordMinSize' => '0',
'PasswordNeedDigit' => '0',
'PasswordRegExp' => '',
'Prio' => '1000'
};
2.49.6. CustomerPreferencesGroups###Language
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'Language'} = {
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Language',
'Label' => 'Interface language',
'Module' => 'Kernel::Output::HTML::PreferencesLanguage',
'PrefKey' => 'UserLanguage',
385
'Prio' => '2000'
};
2.49.7. CustomerPreferencesGroups###Theme
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'Theme'} = {
'Active' => '0',
'Column' => 'User Profile',
'Key' => 'Select your frontend Theme.',
'Label' => 'Theme',
'Module' => 'Kernel::Output::HTML::PreferencesTheme',
'PrefKey' => 'UserTheme',
'Prio' => '1000'
};
2.49.8. CustomerPreferencesGroups###TimeZone
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'TimeZone'} = {
'Active' => '1',
'Column' => 'User Profile',
'Key' => 'Time Zone',
'Label' => 'Time Zone',
'Module' => 'Kernel::Output::HTML::PreferencesTimeZone',
'PrefKey' => 'UserTimeZone',
'Prio' => '5000'
};
2.49.9. CustomerPreferencesGroups###PGP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'PGP'} = {
'Active' => '1',
'Column' => 'Other Settings',
'Key' => 'PGP Key Upload',
'Label' => 'PGP Key',
'Module' => 'Kernel::Output::HTML::PreferencesPGP',
'PrefKey' => 'UserPGPKey',
'Prio' => '10000'
};
386
2.49.10. CustomerPreferencesGroups###SMIME
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for this item in the customer preferences.
Framework
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'SMIME'} = {
'Active' => '1',
'Column' => 'Other Settings',
'Key' => 'S/MIME Certificate Upload',
'Label' => 'S/MIME Certificate',
'Module' => 'Kernel::Output::HTML::PreferencesSMIME',
'PrefKey' => 'UserSMIMEKey',
'Prio' => '11000'
};
2.50. Frontend::Public
2.50.1. PublicFrontend::CommonParam###Action
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default value for the action parameter for the public frontend. The action parameter is used in the scripts of the system.
Framework
Frontend::Public
1
1
$Self->{'PublicFrontend::CommonParam'}->{'Action'} =
'PublicDefault';
2.51. Frontend::Public::ModuleRegistration
2.51.1. PublicFrontend::Module###PublicDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Framework
Frontend::Public::ModuleRegistration
1
0
$Self->{'PublicFrontend::Module'}->{'PublicDefault'} = {
'Description' => 'PublicDefault',
'NavBarName' => '',
'Title' => 'PublicDefault'
};
2.51.2. PublicFrontend::Module###PublicRepository
Description:
Group:
SubGroup:
Valid:
Frontend module registration for the agent interface.
Framework
Frontend::Public::ModuleRegistration
1
387
Required:
Config-Setting:
3. GenericInterface
3.1. Core::Ticket
3.1.1. Ticket::EventModulePost###1000-GenericInterface
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
$Self->{'PublicFrontend::Module'}->{'PublicRepository'} = {
'Description' => 'PublicRepository',
'NavBarName' => '',
'Title' => 'PublicRepository'
};
1
0
Performs the configured action for each event (as an Invoker) for each configured Webservice.
GenericInterface
Core::Ticket
$Self->{'Ticket::EventModulePost'}->{'1000-GenericInterface'} = {
'Event' => '',
'Module' => 'Kernel::GenericInterface::Event::Handler',
'Transaction' => '1'
};
3.2. Frontend::Admin::ModuleRegistration
3.2.1. Frontend::Module###AdminGenericInterfaceDebugger
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminGenericInterfaceDebugger'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
],
'CSS_IE7' => [
'Core.Agent.Admin.GenericInterface.IE7.css'
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceDebugger.js'
]
},
'Title' => 'GenericInterface Debugger GUI'
};
3.2.2. Frontend::Module###AdminGenericInterfaceWebservice
Description: Frontend module registration for the agent interface.
388
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
GenericInterface
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminGenericInterfaceWebservice'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceWebservice.js'
]
},
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Create and manage web services.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Web Services',
'Prio' => '1000'
},
'NavBarName' => 'Admin',
'Title' => 'GenericInterface Web Service GUI'
};
3.2.3. Frontend::Module###AdminGenericInterfaceTransportHTTPSOAP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}-
>{'AdminGenericInterfaceTransportHTTPSOAP'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
]
},
'Title' => 'GenericInterface TransportHTTPSOAP GUI'
};
3.2.4. Frontend::Module###AdminGenericInterfaceWebserviceHistory
Description:
Group:
SubGroup:
Valid:
Required:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
389
Config-Setting:
$Self->{'Frontend::Module'}-
>{'AdminGenericInterfaceWebserviceHistory'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceWebserviceHistory.js'
]
},
'Title' => 'GenericInterface Webservice History GUI'
};
3.2.5. Frontend::Module###AdminGenericInterfaceOperationDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}-
>{'AdminGenericInterfaceOperationDefault'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceOperation.js'
]
},
'Title' => 'GenericInterface Operation GUI'
};
3.2.6. Frontend::Module###AdminGenericInterfaceInvokerDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminGenericInterfaceInvokerDefault'}
= {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
390
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceInvoker.js'
]
},
'Title' => 'GenericInterface Invoker GUI'
};
3.2.7. Frontend::Module###AdminGenericInterfaceMappingSimple
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
GenericInterface
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminGenericInterfaceMappingSimple'} =
{
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.GenericInterface.css'
],
'CSS_IE7' => [
'Core.Agent.Admin.GenericInterface.IE7.css'
],
'JavaScript' => [
'Core.Agent.Admin.GenericInterfaceMappingSimple.js'
]
},
'Title' => 'GenericInterface Webservice Mapping GUI'
};
3.3. GenericInterface::Invoker
3.3.1. GenericInterface::Invoker::Event###Ticket
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Event list to be displayed on GUI to trigger generic interface invokers.
GenericInterface
GenericInterface::Invoker
1
0
$Self->{'GenericInterface::Invoker::Event'}->{'Ticket'} = {
'EscalationResponseTimeNotifyBefore' => '1',
'EscalationResponseTimeStart' => '1',
'EscalationResponseTimeStop' => '1',
'EscalationSolutionTimeNotifyBefore' => '1',
'EscalationSolutionTimeStart' => '1',
'EscalationSolutionTimeStop' => '1',
'EscalationUpdateTimeNotifyBefore' => '1',
'EscalationUpdateTimeStart' => '1',
'EscalationUpdateTimeStop' => '1',
'HistoryAdd' => '1',
'HistoryDelete' => '1',
'TicketAccountTime' => '1',
'TicketArchiveFlagUpdate' => '1',
391
'TicketCreate' => '1',
'TicketCustomerUpdate' => '1',
'TicketDelete' => '1',
'TicketFlagDelete' => '1',
'TicketFlagSet' => '1',
'TicketLockUpdate' => '1',
'TicketMasterLinkDelete' => '1',
'TicketMerge' => '1',
'TicketOwnerUpdate' => '1',
'TicketPendingTimeUpdate' => '1',
'TicketPriorityUpdate' => '1',
'TicketQueueUpdate' => '1',
'TicketResponsibleUpdate' => '1',
'TicketSLAUpdate' => '1',
'TicketServiceUpdate' => '1',
'TicketSlaveLinkAdd' => '1',
'TicketSlaveLinkDelete' => '1',
'TicketStateUpdate' => '1',
'TicketSubscribe' => '1',
'TicketTitleUpdate' => '1',
'TicketTypeUpdate' => '1',
'TicketUnlockTimeoutUpdate' => '1',
'TicketUnsubscribe' => '1'
};
3.3.2. GenericInterface::Invoker::Event###Article
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Event list to be displayed on GUI to trigger generic interface invokers.
GenericInterface
GenericInterface::Invoker
1
0
$Self->{'GenericInterface::Invoker::Event'}->{'Article'} = {
'ArticleAgentNotification' => '1',
'ArticleAutoResponse' => '1',
'ArticleBounce' => '1',
'ArticleCreate' => '1',
'ArticleCustomerNotification' => '1',
'ArticleFlagDelete' => '1',
'ArticleFlagSet' => '1',
'ArticleSend' => '1',
'ArticleUpdate' => '1'
};
3.4. GenericInterface::Invoker::ModuleRegistration
3.4.1. GenericInterface::Invoker::Module###Test::Test
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the invoker layer.
GenericInterface
GenericInterface::Invoker::ModuleRegistration
0
0
$Self->{'GenericInterface::Invoker::Module'}->{'Test::Test'} = {
'ConfigDialog' => 'AdminGenericInterfaceInvokerDefault',
'Controller' => 'Test',
'Name' => 'Test'
};
392
3.4.2. GenericInterface::Invoker::Module###Test::TestSimple
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the invoker layer.
GenericInterface
GenericInterface::Invoker::ModuleRegistration
0
0
$Self->{'GenericInterface::Invoker::Module'}->{'Test::TestSimple'} =
{
'ConfigDialog' => 'AdminGenericInterfaceInvokerDefault',
'Controller' => 'Test',
'Name' => 'TestSimple'
};
3.5. GenericInterface::Mapping::ModuleRegistration
3.5.1. GenericInterface::Mapping::Module###Test
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the mapping layer.
GenericInterface
GenericInterface::Mapping::ModuleRegistration
0
0
$Self->{'GenericInterface::Mapping::Module'}->{'Test'} = {
'ConfigDialog' => ''
};
3.5.2. GenericInterface::Mapping::Module###Simple
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the mapping layer.
GenericInterface
GenericInterface::Mapping::ModuleRegistration
1
0
$Self->{'GenericInterface::Mapping::Module'}->{'Simple'} = {
'ConfigDialog' => 'AdminGenericInterfaceMappingSimple'
};
3.6. GenericInterface::Operation::ModuleRegistration
3.6.1. GenericInterface::Operation::Module###Test::Test
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
$Self->{'GenericInterface::Operation::Module'}->{'Test::Test'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
393
'Controller' => 'Test',
'Name' => 'Test'
};
3.6.2. GenericInterface::Operation::Module###Session::SessionCreate
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
1
0
$Self->{'GenericInterface::Operation::Module'}-
>{'Session::SessionCreate'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Session',
'Name' => 'SessionCreate'
};
3.6.3. GenericInterface::Operation::Module###Ticket::TicketCreate
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
1
0
$Self->{'GenericInterface::Operation::Module'}-
>{'Ticket::TicketCreate'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Ticket',
'Name' => 'TicketCreate'
};
3.6.4. GenericInterface::Operation::Module###Ticket::TicketUpdate
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
1
0
$Self->{'GenericInterface::Operation::Module'}-
>{'Ticket::TicketUpdate'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Ticket',
'Name' => 'TicketUpdate'
};
3.6.5. GenericInterface::Operation::Module###Ticket::TicketGet
Description:
Group:
SubGroup:
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
394
Valid:
Required:
Config-Setting:
1
0
$Self->{'GenericInterface::Operation::Module'}->{'Ticket::TicketGet'}
= {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Ticket',
'Name' => 'TicketGet'
};
3.6.6. GenericInterface::Operation::Module###Ticket::TicketSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the operation layer.
GenericInterface
GenericInterface::Operation::ModuleRegistration
1
0
$Self->{'GenericInterface::Operation::Module'}-
>{'Ticket::TicketSearch'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Ticket',
'Name' => 'TicketGet'
};
3.7. GenericInterface::Operation::TicketCreate
3.7.1. GenericInterface::Operation::TicketCreate###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the default type of the article for this operation.
GenericInterface
GenericInterface::Operation::TicketCreate
$Self->{'GenericInterface::Operation::TicketCreate'}->{'ArticleType'}
= 'webrequest';
3.7.2. GenericInterface::Operation::TicketCreate###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for this operation, which gets used for ticket history in the agent interface.
GenericInterface
GenericInterface::Operation::TicketCreate
1
1
$Self->{'GenericInterface::Operation::TicketCreate'}->{'HistoryType'}
= 'NewTicket';
3.7.3. GenericInterface::Operation::TicketCreate###HistoryComment
Description: Defines the history comment for this operation, which gets used for ticket history in the agent interface.
395
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
GenericInterface
GenericInterface::Operation::TicketCreate
$Self->{'GenericInterface::Operation::TicketCreate'}-
>{'HistoryComment'} = '%%GenericInterface Create';
3.7.4. GenericInterface::Operation::TicketCreate###AutoResponseType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default auto response type of the article for this operation.
GenericInterface
GenericInterface::Operation::TicketCreate
1
1
$Self->{'GenericInterface::Operation::TicketCreate'}-
>{'AutoResponseType'} = 'auto reply';
3.8. GenericInterface::Operation::TicketUpdate
3.8.1. GenericInterface::Operation::TicketUpdate###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the article for this operation.
GenericInterface
GenericInterface::Operation::TicketUpdate
1
1
$Self->{'GenericInterface::Operation::TicketUpdate'}->{'ArticleType'}
= 'webrequest';
3.8.2. GenericInterface::Operation::TicketUpdate###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for this operation, which gets used for ticket history in the agent interface.
GenericInterface
GenericInterface::Operation::TicketUpdate
1
1
$Self->{'GenericInterface::Operation::TicketUpdate'}->{'HistoryType'}
= 'AddNote';
3.8.3. GenericInterface::Operation::TicketUpdate###HistoryComment
Description:
Group:
SubGroup:
Defines the history comment for this operation, which gets used for ticket history in the agent interface.
GenericInterface
GenericInterface::Operation::TicketUpdate
396
Valid:
Required:
Config-Setting:
1
1
$Self->{'GenericInterface::Operation::TicketUpdate'}-
>{'HistoryComment'} = '%%GenericInterface Note';
3.8.4. GenericInterface::Operation::TicketUpdate###AutoResponseType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default auto response type of the article for this operation.
1
1
GenericInterface
GenericInterface::Operation::TicketUpdate
$Self->{'GenericInterface::Operation::TicketUpdate'}-
>{'AutoResponseType'} = 'auto follow up';
3.9. GenericInterface::Transport::ModuleRegistration
3.9.1. GenericInterface::Transport::Module###HTTP::SOAP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the transport layer.
GenericInterface
GenericInterface::Transport::ModuleRegistration
1
0
$Self->{'GenericInterface::Transport::Module'}->{'HTTP::SOAP'} = {
'ConfigDialog' => 'AdminGenericInterfaceTransportHTTPSOAP',
'Name' => 'SOAP',
'Protocol' => 'HTTP'
};
3.9.2. GenericInterface::Transport::Module###HTTP::Test
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface module registration for the transport layer.
GenericInterface
GenericInterface::Transport::ModuleRegistration
0
0
$Self->{'GenericInterface::Transport::Module'}->{'HTTP::Test'} = {
'ConfigDialog' => 'AdminGenericInterfaceTransportHTTPTest',
'Name' => 'Test',
'Protocol' => 'HTTP'
};
3.10. GenericInterface::Webservice
3.10.1. GenericInterface::WebserviceConfig::CacheTTL
Description:
Group:
Cache time in seconds for the web service config backend.
GenericInterface
397
SubGroup:
Valid:
Required:
Config-Setting:
GenericInterface::Webservice
1
1
$Self->{'GenericInterface::WebserviceConfig::CacheTTL'} = '86400';
3.10.2. GenericInterface::Operation::Common::CachedAuth::AgentCacheTTL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Cache time in seconds for agent authentication in the
GenericInterface.
1
1
GenericInterface
GenericInterface::Webservice
$Self-
>{'GenericInterface::Operation::Common::CachedAuth::AgentCacheTTL'} =
'300';
3.10.3. GenericInterface::Operation::Common::CachedAuth::CustomerCacheTTL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Cache time in seconds for customer authentication in the
GenericInterface.
GenericInterface
GenericInterface::Webservice
1
1
$Self-
>{'GenericInterface::Operation::Common::CachedAuth::CustomerCacheTTL'}
= '300';
3.10.4. GenericInterface::Webservice::Path::Separator
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Webservice path separator.
GenericInterface
GenericInterface::Webservice
$Self->{'GenericInterface::Webservice::Path::Separator'} = '»';
4. ProcessManagement
4.1. Core
4.1.1. Process::DynamicFieldProcessManagementProcessID
Description:
Group:
SubGroup:
This option defines the dynamic field in which a Process Management process entity id is stored.
ProcessManagement
Core
398
Valid:
Required:
Config-Setting:
1
1
$Self->{'Process::DynamicFieldProcessManagementProcessID'} =
'ProcessManagementProcessID';
4.1.2. Process::DynamicFieldProcessManagementActivityID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
This option defines the dynamic field in which a Process Management activity entity id is stored.
1
1
ProcessManagement
Core
$Self->{'Process::DynamicFieldProcessManagementActivityID'} =
'ProcessManagementActivityID';
4.1.3. Process::DefaultQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
This option defines the process tickets default queue.
ProcessManagement
Core
1
1
$Self->{'Process::DefaultQueue'} = 'Raw';
4.1.4. Process::DefaultState
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
This option defines the process tickets default state.
ProcessManagement
Core
$Self->{'Process::DefaultState'} = 'new';
4.1.5. Process::DefaultLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
This option defines the process tickets default lock.
ProcessManagement
Core
1
1
$Self->{'Process::DefaultLock'} = 'unlock';
4.1.6. Process::DefaultPriority
Description: This option defines the process tickets default priority.
399
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
ProcessManagement
Core
$Self->{'Process::DefaultPriority'} = '3 normal';
4.1.7. Process::Entity::Prefix
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default ProcessManagement entity prefixes for entity IDs that are automatically generated.
1
1
ProcessManagement
Core
$Self->{'Process::Entity::Prefix'} = {
'Activity' => 'A',
'ActivityDialog' => 'AD',
'Process' => 'P',
'Transition' => 'T',
'TransitionAction' => 'TA'
};
4.1.8. Process::CacheTTL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Cache time in seconds for the DB process backend.
ProcessManagement
Core
$Self->{'Process::CacheTTL'} = '3600';
4.1.9. Process::NavBarOutput::CacheTTL
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Cache time in seconds for the ticket process navigation bar output module.
1
1
ProcessManagement
Core
$Self->{'Process::NavBarOutput::CacheTTL'} = '900';
4.2. Core::Ticket
4.2.1. Ticket::EventModulePost###TicketProcessTransitions
Description: Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).
400
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
ProcessManagement
Core::Ticket
$Self->{'Ticket::EventModulePost'}->{'TicketProcessTransitions'} = {
'Event' => '',
'Module' =>
'Kernel::System::Ticket::Event::TicketProcessTransitions',
'Transaction' => '1'
};
4.3. Frontend::Admin::ModuleRegistration
4.3.1. Frontend::Module###AdminProcessManagement
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminProcessManagement'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'thirdparty/jsplumb-1.3.16/jsplumb.js',
'Core.Agent.Admin.ProcessManagement.js',
'Core.Agent.Admin.ProcessManagement.Canvas.js',
'Core.UI.AllocationList.js'
]
},
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Configure Processes.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Process Management',
'Prio' => '750'
},
'NavBarName' => 'Admin',
'Title' => 'Process Management'
};
4.3.2. Frontend::Module###AdminProcessManagementActivity
Description:
Group:
SubGroup:
Valid:
Required:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
401
Config-Setting:
$Self->{'Frontend::Module'}->{'AdminProcessManagementActivity'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Activity GUI'
};
4.3.3. Frontend::Module###AdminProcessManagementActivityDialog
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminProcessManagementActivityDialog'}
= {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Activity Dialog GUI'
};
4.3.4. Frontend::Module###AdminProcessManagementTransition
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminProcessManagementTransition'} =
{
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
402
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js'
]
},
'Title' => 'Process Management Transition GUI'
};
4.3.5. Frontend::Module###AdminProcessManagementTransitionAction
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}-
>{'AdminProcessManagementTransitionAction'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js'
]
},
'Title' => 'Process Management Transition Action GUI'
};
4.3.6. Frontend::Module###AdminProcessManagementPath
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminProcessManagementPath'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Path GUI'
};
403
4.4. Frontend::Agent::ModuleRegistration
4.4.1. Frontend::Module###AgentTicketProcess
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
ProcessManagement
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketProcess'} = {
'Description' => 'Create new process ticket',
'Loader' => {
'CSS' => [
'Core.Agent.TicketProcess.css'
],
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'p',
'Block' => '',
'Description' => 'Create New process ticket',
'Link' => 'Action=AgentTicketProcess',
'LinkOption' => '',
'Name' => 'New process ticket',
'NavBar' => 'Ticket',
'Prio' => '220',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'New process ticket'
};
4.5. Frontend::Agent::NavBarModule
4.5.1. Frontend::NavBarOutputModule###1-TicketProcesses
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Frontend module registration (disable ticket processes screen if no process available).
ProcessManagement
Frontend::Agent::NavBarModule
$Self->{'Frontend::NavBarOutputModule'}->{'1-TicketProcesses'} = {
'Module' =>
'Kernel::Output::HTML::NavBarOutputModuleAgentTicketProcess'
};
4.6. Frontend::Agent::Ticket::ViewProcess
4.6.1. Ticket::Frontend::AgentTicketProcess###StateType
Description: Determines the next possible ticket states, for process tickets in the agent interface.
404
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
ProcessManagement
Frontend::Agent::Ticket::ViewProcess
$Self->{'Ticket::Frontend::AgentTicketProcess'}->{'StateType'} = [
'new',
'open',
'pending auto',
'pending reminder',
'closed'
];
4.7. Frontend::Agent::Ticket::ViewZoom
4.7.1. Ticket::Frontend::AgentTicketZoom###ProcessDisplay
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Display settings to override defaults for Process Tickets.
ProcessManagement
Frontend::Agent::Ticket::ViewZoom
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'ProcessDisplay'} = {
'NavBarName' => 'Processes',
'WidgetTitle' => 'Process Information'
};
4.7.2. Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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'.
1
1
ProcessManagement
Frontend::Agent::Ticket::ViewZoom
$Self->{'Ticket::Frontend::AgentTicketZoom'}-
>{'ProcessWidgetDynamicFieldGroups'} = {};
4.7.3. Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the process widget in ticket zoom screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
1
1
ProcessManagement
Frontend::Agent::Ticket::ViewZoom
$Self->{'Ticket::Frontend::AgentTicketZoom'}-
>{'ProcessWidgetDynamicField'} = {};
405
4.8. Frontend::Customer::ModuleRegistration
4.8.1. CustomerFrontend::Module###CustomerTicketProcess
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Frontend module registration for the customer interface.
ProcessManagement
Frontend::Customer::ModuleRegistration
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketProcess'} = {
'Description' => 'Process Ticket',
'Loader' => {
'CSS' => [
'Core.Customer.TicketProcess.css'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Process'
};
5. Scheduler
5.1. Core
5.1.1. Scheduler::SleepTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines scheduler sleep time in seconds after processing all available tasks (floating point number).
Scheduler
Core
$Self->{'Scheduler::SleepTime'} = '1.0';
5.1.2. Scheduler::PIDUpdateTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines scheduler PID update time in seconds (floating point number).
1
1
Scheduler
Core
$Self->{'Scheduler::PIDUpdateTime'} = '60.0';
5.1.3. Scheduler::RestartAfterSeconds
Description:
Group:
SubGroup:
Defines the time in seconds after which the Scheduler performs an automatic self-restart.
Scheduler
Core
406
Valid:
Required:
Config-Setting:
1
1
$Self->{'Scheduler::RestartAfterSeconds'} = '86400';
5.1.4. Scheduler::TaskDataLength
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
5.2. Core::Log
5.2.1. Scheduler::LogPath
1
1
Defines the maximum length (in characters) for a scheduler task data. WARNING: Do not modify this setting unless you are sure of the current Database length for 'task_data' filed from
'scheduler_data_list' table.
Scheduler
Core
$Self->{'Scheduler::TaskDataLength'} = '8000';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the path for scheduler to store its console output
(SchedulerOUT.log and SchedulerERR.log).
Scheduler
Core::Log
1
1
$Self->{'Scheduler::LogPath'} = '<OTRS_CONFIG_Home>/var/log';
5.2.2. Scheduler::Log::DaysToKeep
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the time in days to keep log backup files.
Scheduler
Core::Log
0
0
$Self->{'Scheduler::Log::DaysToKeep'} = '10';
5.3. Core::Web
5.3.1. Loader::Agent::CommonJS###000-GenericInterface
Description:
Group:
SubGroup:
Valid:
Required:
List of JS files to always be loaded for the agent interface.
Scheduler
Core::Web
1
1
407
Config-Setting:
$Self->{'Loader::Agent::CommonJS'}->{'000-GenericInterface'} = [
'Core.Agent.Admin.Scheduler.js'
];
5.4. Frontend::Admin::ModuleRegistration
5.4.1. Frontend::Module###AdminScheduler
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Scheduler
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminScheduler'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'Title' => 'GenericInterface Webservice Mapping GUI'
};
5.5. Frontend::Agent::ModuleNotify
5.5.1. Frontend::NotifyModule###800-Scheduler-Check
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the module to display a notification in the agent interface,
(only for agents on the admin group) if the scheduler is not running.
Scheduler
Frontend::Agent::ModuleNotify
1
0
$Self->{'Frontend::NotifyModule'}->{'800-Scheduler-Check'} = {
'Module' => 'Kernel::Output::HTML::NotificationSchedulerCheck',
'NotifyGroups' => {
'admin' => '1',
'users' => '0'
}
};
6. Ticket
6.1. Core
6.1.1. OTRSEscalationEvents::DecayTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed.
Ticket
Core
1
0
$Self->{'OTRSEscalationEvents::DecayTime'} = '1440';
408
6.2. Core::FulltextSearch
6.2.1. Ticket::SearchIndexModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Helps to extend your articles full-text search (From, To, Cc, Subject and Body search). Runtime will do full-text searches on live data
(it works fine for up to 50.000 tickets). StaticDB will strip all articles and will build an index after article creation, increasing fulltext searches about 50%. To create an initial index use "bin/ otrs.RebuildFulltextIndex.pl".
Ticket
Core::FulltextSearch
1
1
$Self->{'Ticket::SearchIndexModule'} =
'Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB';
6.2.2. Ticket::SearchIndex::Attribute
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Basic fulltext otrs.RebuildFulltextIndex.pl" in order to generate a new index.
Ticket
Core::FulltextSearch
1
1 index settings.
$Self->{'Ticket::SearchIndex::Attribute'} = {
'WordCountMax' => '1000',
'WordLengthMax' => '30',
'WordLengthMin' => '3'
};
Execute "bin/
6.2.3. Ticket::SearchIndex::Filters
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Fulltext index regex filters to remove parts of the text.
Ticket
Core::FulltextSearch
1
1
$Self->{'Ticket::SearchIndex::Filters'} = [
'[,\\&\\<\\>\\?"\\!\\*\\|;\\[\\]\\(\\)\\+\\$\\^=]',
'^[\':.]|[\':.]$'
];
6.2.4. Ticket::SearchIndex::StopWords
Description:
Group:
SubGroup:
Valid:
Stop words for fulltext index. These words will be removed.
Ticket
Core::FulltextSearch
1
409
Required:
Config-Setting:
1
$Self->{'Ticket::SearchIndex::StopWords'} = {
'a' => '1',
'als' => '1',
'and' => '1',
'auf' => '1',
'das' => '1',
'den' => '1',
'der' => '1',
'die' => '1',
'for' => '1',
'im' => '1',
'in' => '1',
'is' => '1',
'of' => '1',
'the' => '1',
'to' => '1',
'und' => '1',
'vom' => '1',
'zu' => '1'
};
6.2.5. Ticket::EventModulePost###98-ArticleSearchIndex
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Builds an article index right after the article's creation.
Ticket
Core::FulltextSearch
1
0
$Self->{'Ticket::EventModulePost'}->{'98-ArticleSearchIndex'} = {
'Event' => '(ArticleCreate|ArticleUpdate)',
'Module' => 'Kernel::System::Ticket::Event::ArticleSearchIndex'
};
6.3. Core::LinkObject
6.3.1. LinkObject::PossibleLink###0200
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Links 2 tickets with a "Normal" type link.
Ticket
Core::LinkObject
1
0
$Self->{'LinkObject::PossibleLink'}->{'0200'} = {
'Object1' => 'Ticket',
'Object2' => 'Ticket',
'Type' => 'Normal'
};
6.3.2. LinkObject::PossibleLink###0201
Description:
Group:
SubGroup:
Valid:
Links 2 tickets with a "ParentChild" type link.
Ticket
Core::LinkObject
1
410
Required:
Config-Setting:
0
$Self->{'LinkObject::PossibleLink'}->{'0201'} = {
'Object1' => 'Ticket',
'Object2' => 'Ticket',
'Type' => 'ParentChild'
};
6.4. Core::PostMaster
6.4.1. PostmasterMaxEmails
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Maximal auto email responses to own email-address a day (Loop-
Protection).
Ticket
Core::PostMaster
$Self->{'PostmasterMaxEmails'} = '40';
6.4.2. PostMasterMaxEmailSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Maximal size in KBytes for mails that can be fetched via POP3/POP3S/
IMAP/IMAPS (KBytes).
Ticket
Core::PostMaster
$Self->{'PostMasterMaxEmailSize'} = '16384';
6.4.3. PostMasterReconnectMessage
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
The "bin/PostMasterMailAccount.pl" will reconnect to POP3/POP3S/
IMAP/IMAPS host after the specified count of messages.
Ticket
Core::PostMaster
$Self->{'PostMasterReconnectMessage'} = '20';
6.4.4. LoopProtectionModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default loop protection module.
Ticket
Core::PostMaster
1
1
$Self->{'LoopProtectionModule'} =
'Kernel::System::PostMaster::LoopProtection::DB';
411
6.4.5. LoopProtectionLog
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Path for the log file (it only applies if "FS" was selected for
LoopProtectionModule and it is mandatory).
1
1
Ticket
Core::PostMaster
$Self->{'LoopProtectionLog'} = '<OTRS_CONFIG_Home>/var/log/
LoopProtection';
6.4.6. PostmasterAutoHTML2Text
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Converts HTML mails into text messages.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterAutoHTML2Text'} = '1';
6.4.7. PostmasterFollowUpSearchInReferences
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterFollowUpSearchInReferences'} = '0';
6.4.8. PostmasterFollowUpSearchInBody
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Executes follow up mail body checks in mails that don't have a ticket number in the subject.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterFollowUpSearchInBody'} = '0';
6.4.9. PostmasterFollowUpSearchInAttachment
Description:
Group:
SubGroup:
Executes follow up mail attachments checks in mails that don't have a ticket number in the subject.
Ticket
Core::PostMaster
412
Valid:
Required:
Config-Setting:
1
1
$Self->{'PostmasterFollowUpSearchInAttachment'} = '0';
6.4.10. PostmasterFollowUpSearchInRaw
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Executes follow up plain/raw mail checks in mails that don't have a ticket number in the subject.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterFollowUpSearchInRaw'} = '0';
6.4.11. PostmasterUserID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies user id of the postmaster data base.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterUserID'} = '1';
6.4.12. PostmasterDefaultQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the postmaster default queue.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterDefaultQueue'} = 'Raw';
6.4.13. PostmasterDefaultPriority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the default priority of new tickets.
Ticket
Core::PostMaster
$Self->{'PostmasterDefaultPriority'} = '3 normal';
6.4.14. PostmasterDefaultState
Description:
Group:
Defines the default state of new tickets.
Ticket
413
SubGroup:
Valid:
Required:
Config-Setting:
Core::PostMaster
1
1
$Self->{'PostmasterDefaultState'} = 'new';
6.4.15. PostmasterFollowUpState
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the state of a ticket if it gets a follow-up.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterFollowUpState'} = 'open';
6.4.16. PostmasterFollowUpStateClosed
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the state of a ticket if it gets a follow-up and the ticket was already closed.
Ticket
Core::PostMaster
0
0
$Self->{'PostmasterFollowUpStateClosed'} = 'open';
6.4.17. PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sends agent follow-up notification only to the owner, if a ticket is unlocked (the default is to send the notification to all agents).
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner'} = '0';
6.4.18. PostmasterX-Header
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the X-headers that should be scanned.
Ticket
Core::PostMaster
1
1
$Self->{'PostmasterX-Header'} = [
'From',
'To',
'Cc',
414
'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',
'X-Loop',
'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',
'Return-Path',
'X-OTRS-Loop',
'X-OTRS-Priority',
'X-OTRS-Queue',
'X-OTRS-Lock',
'X-OTRS-Ignore',
'X-OTRS-State',
'X-OTRS-State-PendingTime',
'X-OTRS-Type',
'X-OTRS-Service',
'X-OTRS-SLA',
'X-OTRS-CustomerNo',
'X-OTRS-CustomerUser',
'X-OTRS-SenderType',
'X-OTRS-ArticleType',
'X-OTRS-FollowUp-Priority',
'X-OTRS-FollowUp-Queue',
'X-OTRS-FollowUp-Lock',
'X-OTRS-FollowUp-State',
'X-OTRS-FollowUp-State-PendingTime',
'X-OTRS-FollowUp-Type',
'X-OTRS-FollowUp-Service',
'X-OTRS-FollowUp-SLA',
'X-OTRS-FollowUp-SenderType',
'X-OTRS-FollowUp-ArticleType'
];
6.4.19. PostMaster::PreFilterModule###1-Match
Description:
Group:
SubGroup:
Valid:
Required:
0
0
Module to filter and manipulate incoming messages. Block/ignore all spam email with From: noreply@ address.
Ticket
Core::PostMaster
415
Config-Setting:
$Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = {
'Match' => {
'From' => 'noreply@'
},
'Module' => 'Kernel::System::PostMaster::Filter::Match',
'Set' => {
'X-OTRS-Ignore' => 'yes'
},
'StopAfterMatch' => '0'
};
6.4.20. PostMaster::PreFilterModule###2-Match
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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 =>.
0
0
Ticket
Core::PostMaster
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
'Match' => {
'Subject' => 'SomeNumber:(\\d\\d\\d\\d)'
},
'Module' => 'Kernel::System::PostMaster::Filter::Match',
'Set' => {
'X-OTRS-DynamicField-TicketFreeKey1' => 'SomeNumber',
'X-OTRS-DynamicField-TicketFreeText1' => '[***]'
},
'StopAfterMatch' => '0'
};
6.4.21. PostMaster::PreFilterModule###3-NewTicketReject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.
Ticket
Core::PostMaster
0
0
$Self->{'PostMaster::PreFilterModule'}->{'3-NewTicketReject'} = {
'Match' => {
'From' => '@example.com'
},
'Module' => 'Kernel::System::PostMaster::Filter::NewTicketReject',
'Set' => {
'X-OTRS-Ignore' => 'yes'
},
'StopAfterMatch' => '0'
};
6.4.22. PostMaster::PreFilterModule::NewTicketReject::Sender
Description:
Group:
Defines the sender for rejected emails.
Ticket
416
SubGroup:
Valid:
Required:
Config-Setting:
Core::PostMaster
0
0
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Sender'} =
6.4.23. PostMaster::PreFilterModule::NewTicketReject::Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the subject for rejected emails.
Ticket
Core::PostMaster
1
1
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Subject'} =
'Email Rejected';
6.4.24. PostMaster::PreFilterModule::NewTicketReject::Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the body text for rejected emails.
Ticket
Core::PostMaster
1
1
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = '
Dear Customer,
Unfortunately we could not detect a valid ticket number in your subject, so this email can\'t be processed.
Please create a new ticket via the customer panel.
Thanks for your help!
Your Helpdesk Team
';
6.4.25. PostMaster::PreFilterModule###4-CMD
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
CMD example setup. Ignores emails where external CMD returns some output on STDOUT (email will be piped into STDIN of some.bin).
0
0
Ticket
Core::PostMaster
$Self->{'PostMaster::PreFilterModule'}->{'4-CMD'} = {
'CMD' => '/usr/bin/some.bin',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
417
6.4.26. PostMaster::PreFilterModule###5-SpamAssassin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Spam Assassin example setup. Ignores emails that are marked with
SpamAssassin.
Ticket
Core::PostMaster
0
0
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
'CMD' => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Ignore' => 'yes'
}
};
6.4.27. PostMaster::PreFilterModule###6-SpamAssassin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Spam Assassin example setup. Moves marked mails to spam queue.
Ticket
Core::PostMaster
0
0
$Self->{'PostMaster::PreFilterModule'}->{'6-SpamAssassin'} = {
'CMD' => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Queue' => 'spam'
}
};
6.4.28. PostMaster::PreFilterModule###000-MatchDBSource
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Module to use database filter storage.
Ticket
Core::PostMaster
$Self->{'PostMaster::PreFilterModule'}->{'000-MatchDBSource'} = {
'Module' => 'Kernel::System::PostMaster::Filter::MatchDBSource'
};
6.4.29. PostMaster::PostFilterModule###000-FollowUpArticleTypeCheck
Description:
Group:
SubGroup:
Valid:
Module to check if arrived emails should be marked as email-internal
(because of original forwared internal email it college). ArticleType and SenderType define the values for the arrived email/article.
Ticket
Core::PostMaster
1
418
Required:
Config-Setting:
0
$Self->{'PostMaster::PostFilterModule'}->{'000-
FollowUpArticleTypeCheck'} = {
'ArticleType' => 'email-internal',
'Module' =>
'Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck',
'SenderType' => 'customer'
};
6.4.30. SendNoAutoResponseRegExp
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If this regex matches, no message will be send by the autoresponder.
Ticket
Core::PostMaster
1
1
$Self->{'SendNoAutoResponseRegExp'} = '(MAILER-DAEMON|postmaster| abuse)@.+?\\..+?';
6.5. Core::Stats
6.5.1. Stats::DynamicObjectRegistration###Ticket
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to generate ticket statistics.
Ticket
Core::Stats
1
0
$Self->{'Stats::DynamicObjectRegistration'}->{'Ticket'} = {
'Module' => 'Kernel::System::Stats::Dynamic::Ticket'
};
6.5.2. Stats::DynamicObjectRegistration###TicketList
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines if the statistics module may generate ticket lists.
Ticket
Core::Stats
1
0
$Self->{'Stats::DynamicObjectRegistration'}->{'TicketList'} = {
'Module' => 'Kernel::System::Stats::Dynamic::TicketList'
};
6.5.3. Stats::DynamicObjectRegistration###TicketAccountedTime
Description:
Group:
SubGroup:
Valid:
Module to generate accounted time ticket statistics.
Ticket
Core::Stats
1
419
Required:
Config-Setting:
0
$Self->{'Stats::DynamicObjectRegistration'}->{'TicketAccountedTime'}
= {
'Module' => 'Kernel::System::Stats::Dynamic::TicketAccountedTime'
};
6.5.4. Stats::DynamicObjectRegistration###TicketSolutionResponseTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to generate ticket solution and response time statistics.
Ticket
Core::Stats
1
0
$Self->{'Stats::DynamicObjectRegistration'}-
>{'TicketSolutionResponseTime'} = {
'Module' =>
'Kernel::System::Stats::Dynamic::TicketSolutionResponseTime'
};
6.6. Core::Ticket
6.6.1. Ticket::Hook
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
6.6.2. Ticket::HookDivider
The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::Hook'} = 'Ticket#';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The divider between TicketHook and ticket number. E.g ': '.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::HookDivider'} = '';
6.6.3. Ticket::SubjectSize
Description:
Group:
SubGroup:
Valid:
Required:
Max size of the subjects in an email reply.
Ticket
Core::Ticket
1
1
420
Config-Setting:
$Self->{'Ticket::SubjectSize'} = '100';
6.6.4. Ticket::SubjectRe
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The text at the beginning of the subject in an email reply, e.g. RE,
AW, or AS.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::SubjectRe'} = 'Re';
6.6.5. Ticket::SubjectFwd
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::SubjectFwd'} = 'Fwd';
6.6.6. Ticket::SubjectFormat
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
The format of the subject. 'Left' means '[TicketHook#:12345]
Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]',
1
1
'None' means 'Some Subject' and no ticket number. In the last case you should enable PostmasterFollowupSearchInRaw or PostmasterFollowUpSearchInReferences to recognize followups based on email headers and/or body.
Ticket
Core::Ticket
$Self->{'Ticket::SubjectFormat'} = 'Left';
6.6.7. Ticket::CustomQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Name of custom queue. The custom queue is a queue selection of your preferred queues and can be selected in the preferences settings.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::CustomQueue'} = 'My Queues';
421
6.6.8. Ticket::NewArticleIgnoreSystemSender
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Ignore article with system sender type for new article feature (e. g.
auto responses or email notifications).
1
1
Ticket
Core::Ticket
$Self->{'Ticket::NewArticleIgnoreSystemSender'} = '0';
6.6.9. Ticket::ChangeOwnerToEveryone
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
1
Ticket
Core::Ticket
$Self->{'Ticket::ChangeOwnerToEveryone'} = '0';
6.6.10. Ticket::Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables ticket responsible feature, to keep track of a specific ticket.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::Responsible'} = '0';
6.6.11. Ticket::ResponsibleAutoSet
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled).
1
0
Ticket
Core::Ticket
$Self->{'Ticket::ResponsibleAutoSet'} = '1';
6.6.12. Ticket::Type
Description:
Group:
SubGroup:
Allows defining new types for ticket (if ticket type feature is enabled).
Ticket
Core::Ticket
422
Valid:
Required:
Config-Setting:
6.6.13. Ticket::Service
1
1
$Self->{'Ticket::Type'} = '0';
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Allows defining services and SLAs for tickets (e. g. email, desktop, network, ...), and escalation attributes for SLAs (if ticket service/SLA feature is enabled).
Ticket
Core::Ticket
$Self->{'Ticket::Service'} = '0';
6.6.14. Ticket::Service::Default::UnknownCustomer
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Allows default services to be selected also for non existing customers.
Ticket
Core::Ticket
$Self->{'Ticket::Service::Default::UnknownCustomer'} = '0';
6.6.15. Ticket::ArchiveSystem
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::ArchiveSystem'} = '0';
6.6.16. Ticket::ArchiveSystem::RemoveSeenFlags
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Controls if the ticket and article seen flags are removed when a ticket is archived.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::ArchiveSystem::RemoveSeenFlags'} = '1';
423
6.6.17. Ticket::ArchiveSystem::RemoveTicketWatchers
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Removes the ticket watcher information when a ticket is archived.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::ArchiveSystem::RemoveTicketWatchers'} = '1';
6.6.18. Ticket::CustomerArchiveSystem
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates the ticket archive system search in the customer interface.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::CustomerArchiveSystem'} = '0';
6.6.19. Ticket::NumberGenerator
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Selects the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter
1
1 are used with SystemID.counter format (e.g. 1010138, 1010139).
With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138,
200206231010139). With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID.
The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g.
2002070110101520, 2002070110101535). "Random" generates randomized ticket numbers in the format "SystemID.Random" (e.g.
100057866352, 103745394596).
Ticket
Core::Ticket
$Self->{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::DateChecksum';
6.6.20. Ticket::NumberGenerator::MinCounterSize
Description:
Group:
SubGroup:
Sets the minimal ticket counter size (if "AutoIncrement" was selected as TicketNumberGenerator). Default is 5, this means the counter starts from 10000.
Ticket
Core::Ticket
424
Valid:
Required:
Config-Setting:
1
1
$Self->{'Ticket::NumberGenerator::MinCounterSize'} = '5';
6.6.21. Ticket::NumberGenerator::CheckSystemID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Checks the SystemID in ticket number detection for follow-ups (use
"No" if SystemID has been changed after using the system).
1
1
Ticket
Core::Ticket
$Self->{'Ticket::NumberGenerator::CheckSystemID'} = '1';
6.6.22. Ticket::CounterLog
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Log file for the ticket counter.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::CounterLog'} = '<OTRS_CONFIG_Home>/var/log/
TicketCounter.log';
6.6.23. Ticket::IndexModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
IndexAccelerator: to choose your backend TicketViewAccelerator module. "RuntimeDB" generates each queue view on the fly from
1
1 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 script "bin/otrs.RebuildTicketIndex.pl" for initial index update.
Ticket
Core::Ticket
$Self->{'Ticket::IndexModule'} =
'Kernel::System::Ticket::IndexAccelerator::RuntimeDB';
6.6.24. Ticket::StorageModule
Description: 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
425
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Group:
SubGroup:
Valid:
Required:
Config-Setting: even on a system that is already in production without any loss of data.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::StorageModule'} =
'Kernel::System::Ticket::ArticleStorageDB';
6.6.25. ArticleDir
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Specifies the directory to store the data in, if "FS" was selected for
TicketStorageModule.
Ticket
Core::Ticket
$Self->{'ArticleDir'} = '<OTRS_CONFIG_Home>/var/article';
6.6.26. Ticket::EventModulePost###100-ArchiveRestore
Description: Restores a ticket from the archive (only if the event is a state change, from closed to any open available state).
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'100-ArchiveRestore'} = {
'Event' => 'TicketStateUpdate',
'Module' => 'Kernel::System::Ticket::Event::ArchiveRestore'
};
6.6.27. Ticket::EventModulePost###110-AcceleratorUpdate
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Updates the ticket index accelerator.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'110-AcceleratorUpdate'} = {
'Event' => 'TicketStateUpdate|TicketQueueUpdate|TicketLockUpdate',
'Module' => 'Kernel::System::Ticket::Event::TicketAcceleratorUpdate'
};
6.6.28. Ticket::EventModulePost###120-ForceOwnerResetOnMove
Description: Resets and unlocks the owner of a ticket if it was moved to another queue.
426
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Core::Ticket
$Self->{'Ticket::EventModulePost'}->{'120-ForceOwnerResetOnMove'} =
{
'Event' => 'TicketQueueUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset'
};
6.6.29. Ticket::EventModulePost###130-ForceStateChangeOnLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Core::Ticket
0
0
$Self->{'Ticket::EventModulePost'}->{'130-ForceStateChangeOnLock'} =
{
'Event' => 'TicketLockUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceState',
'new' => 'open'
};
6.6.30. Ticket::EventModulePost###140-ResponsibleAutoSet
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'140-ResponsibleAutoSet'} = {
'Event' => 'TicketOwnerUpdate',
'Module' => 'Kernel::System::Ticket::Event::ResponsibleAutoSet'
};
6.6.31. Ticket::EventModulePost###150-TicketPendingTimeReset
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the PendingTime of a ticket to 0 if the state is changed to a nonpending state.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'150-TicketPendingTimeReset'} =
{
'Event' => 'TicketStateUpdate',
427
'Module' => 'Kernel::System::Ticket::Event::TicketPendingTimeReset'
};
6.6.32. Ticket::EventModulePost###500-NotificationEvent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sends the notifications which are configured in the admin interface under "Notfication (Event)".
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'500-NotificationEvent'} = {
'Event' => '',
'Module' => 'Kernel::System::Ticket::Event::NotificationEvent',
'Transaction' => '1'
};
6.6.33. Ticket::EventModulePost###900-EscalationIndex
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Updates the ticket escalation index after a ticket attribute got updated.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'900-EscalationIndex'} = {
'Event' => 'TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|
TicketCreate|ArticleCreate',
'Module' => 'Kernel::System::Ticket::Event::TicketEscalationIndex'
};
6.6.34. Ticket::EventModulePost###900-EscalationStopEvents
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Ticket event module that triggers the escalation stop events.
Ticket
Core::Ticket
0
0
$Self->{'Ticket::EventModulePost'}->{'900-EscalationStopEvents'} = {
'Event' => 'TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|
ArticleCreate',
'Module' =>
'Kernel::System::Ticket::Event::TriggerEscalationStopEvents'
};
6.6.35. Ticket::EventModulePost###910-ForceUnlockOnMove
Description:
Group:
SubGroup:
Forces to unlock tickets after being moved to another queue.
Ticket
Core::Ticket
428
Valid:
Required:
Config-Setting:
1
0
$Self->{'Ticket::EventModulePost'}->{'910-ForceUnlockOnMove'} = {
'Event' => 'TicketQueueUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceUnlock'
};
6.6.36. Ticket::EventModulePost###920-TicketArticleNewMessageUpdate
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Update Ticket "Seen" flag if every article got seen or a new Article got created.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::EventModulePost'}->{'920-
TicketArticleNewMessageUpdate'} = {
'Event' => 'ArticleCreate|ArticleFlagSet',
'Module' => 'Kernel::System::Ticket::Event::TicketNewMessageUpdate'
};
6.6.37. Ticket::CustomModule###001-CustomModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Overloads (redefines) existing functions in Kernel::System::Ticket.
Used to easily add customizations.
Ticket
Core::Ticket
0
0
$Self->{'Ticket::CustomModule'}->{'001-CustomModule'} =
'Kernel::System::Ticket::Custom';
6.6.38. Ticket::ViewableSenderTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default viewable sender types of a ticket (default: customer).
Ticket
Core::Ticket
1
1
$Self->{'Ticket::ViewableSenderTypes'} = [
'\'customer\''
];
6.6.39. Ticket::ViewableLocks
Description:
Group:
SubGroup:
Defines the viewable locks of a ticket. Default: unlock, tmp_lock.
Ticket
Core::Ticket
429
Valid:
Required:
Config-Setting:
1
1
$Self->{'Ticket::ViewableLocks'} = [
'\'unlock\'',
'\'tmp_lock\''
];
6.6.40. Ticket::ViewableStateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the valid state types for a ticket.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::ViewableStateType'} = [
'new',
'open',
'pending reminder',
'pending auto'
];
6.6.41. Ticket::UnlockStateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the valid states for unlocked tickets. To unlock tickets the script "bin/otrs.UnlockTickets.pl" can be used.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::UnlockStateType'} = [
'new',
'open'
];
6.6.42. Ticket::PendingNotificationOnlyToOwner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sends reminder notifications of unlocked ticket after reaching the reminder date (only sent to ticket owner).
1
1
Ticket
Core::Ticket
$Self->{'Ticket::PendingNotificationOnlyToOwner'} = '0';
6.6.43. Ticket::PendingNotificationNotToResponsible
Description:
Group:
Disables sending reminder notifications to the responsible agent of a ticket (Ticket::Responsible needs to be activated).
Ticket
430
SubGroup:
Valid:
Required:
Config-Setting:
Core::Ticket
1
1
$Self->{'Ticket::PendingNotificationNotToResponsible'} = '0';
6.6.44. Ticket::PendingReminderStateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the state type of the reminder for pending tickets.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::PendingReminderStateType'} = [
'pending reminder'
];
6.6.45. Ticket::PendingAutoStateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the possible states for pending tickets that changed state after reaching time limit.
1
1
Ticket
Core::Ticket
$Self->{'Ticket::PendingAutoStateType'} = [
'pending auto'
];
6.6.46. Ticket::StateAfterPending
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::StateAfterPending'} = {
'pending auto close+' => 'closed successful',
'pending auto close-' => 'closed unsuccessful'
};
6.6.47. System::Permission
Description: 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.
431
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Core::Ticket
$Self->{'System::Permission'} = [
'ro',
'move_into',
'create',
'note',
'owner',
'priority',
'rw'
];
6.6.48. Ticket::Permission###1-OwnerCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to check the owner of a ticket.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::Permission'}->{'1-OwnerCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::OwnerCheck',
'Required' => '0'
};
6.6.49. Ticket::Permission###2-ResponsibleCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to check the agent responsible of a ticket.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::Permission'}->{'2-ResponsibleCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::ResponsibleCheck',
'Required' => '0'
};
6.6.50. Ticket::Permission###3-GroupCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to check if a user is in a special group. Access is granted, if the user is in the specified group and has ro and rw permissions.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::Permission'}->{'3-GroupCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::GroupCheck',
432
'Required' => '0'
};
6.6.51. Ticket::Permission###4-WatcherCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to check the watcher agents of a ticket.
Ticket
Core::Ticket
1
0
$Self->{'Ticket::Permission'}->{'4-WatcherCheck'} = {
'Granted' => '1',
'Module' => 'Kernel::System::Ticket::Permission::WatcherCheck',
'Required' => '0'
};
6.6.52. CustomerTicket::Permission###1-GroupCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to check the group permissions for the access to customer tickets.
1
0
Ticket
Core::Ticket
$Self->{'CustomerTicket::Permission'}->{'1-GroupCheck'} = {
'Granted' => '0',
'Module' =>
'Kernel::System::Ticket::CustomerPermission::GroupCheck',
'Required' => '1'
};
6.6.53. CustomerTicket::Permission###2-CustomerUserIDCheck
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Grants access, if the customer ID of the ticket matches the customer user's ID and the customer user has group permissions on the queue the ticket is in.
1
0
Ticket
Core::Ticket
$Self->{'CustomerTicket::Permission'}->{'2-CustomerUserIDCheck'} = {
'Granted' => '1',
'Module' =>
'Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck',
'Required' => '0'
};
6.6.54. CustomerTicket::Permission###3-CustomerIDCheck
Description:
Group:
Module to check customer permissions.
Ticket
433
SubGroup:
Valid:
Required:
Config-Setting:
Core::Ticket
1
0
$Self->{'CustomerTicket::Permission'}->{'3-CustomerIDCheck'} = {
'Granted' => '1',
'Module' =>
'Kernel::System::Ticket::CustomerPermission::CustomerIDCheck',
'Required' => '0'
};
6.6.55. Ticket::DefineEmailFrom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines how the From field from the emails (sent from answers and email tickets) should look like.
1
1
Ticket
Core::Ticket
$Self->{'Ticket::DefineEmailFrom'} = 'SystemAddressName';
6.6.56. Ticket::DefineEmailFromSeparator
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the separator between the agents real name and the given queue email address.
Ticket
Core::Ticket
1
1
$Self->{'Ticket::DefineEmailFromSeparator'} = 'via';
6.6.57. CustomerNotifyJustToRealCustomer
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sends customer notifications just to the mapped customer. Normally, if no customer is mapped, the latest customer sender gets the notification.
Ticket
Core::Ticket
1
1
$Self->{'CustomerNotifyJustToRealCustomer'} = '0';
6.6.58. AgentSelfNotifyOnAction
Description:
Group:
SubGroup:
Specifies if an agent should receive email notification of his own actions.
Ticket
Core::Ticket
434
Valid:
Required:
Config-Setting:
1
1
$Self->{'AgentSelfNotifyOnAction'} = '0';
6.7. Core::TicketACL
6.7.1. Ticket::Acl::Module###1-Ticket::Acl::Module
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
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).
Ticket
Core::TicketACL
$Self->{'Ticket::Acl::Module'}->{'1-Ticket::Acl::Module'} = {
'Module' =>
'Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds',
'State' => [
'closed successful',
'closed unsuccessful'
]
};
6.7.2. TicketACL::Default::Action
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default ACL values for ticket actions.
Ticket
Core::TicketACL
1
1
$Self->{'TicketACL::Default::Action'} = {};
6.8. Core::TicketBulkAction
6.8.1. Ticket::Frontend::BulkFeature
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables ticket bulk action feature for the agent frontend to work on more than one ticket at a time.
Ticket
Core::TicketBulkAction
1
1
$Self->{'Ticket::Frontend::BulkFeature'} = '1';
6.8.2. Ticket::Frontend::BulkFeatureGroup
Description:
Group:
Enables ticket bulk action feature only for the listed groups.
Ticket
435
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketBulkAction
0
0
$Self->{'Ticket::Frontend::BulkFeatureGroup'} = [
'admin',
'users'
];
6.9. Core::TicketDynamicFieldDefault
6.9.1. Ticket::EventModulePost###TicketDynamicFieldDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
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.
Ticket
Core::TicketDynamicFieldDefault
$Self->{'Ticket::EventModulePost'}->{'TicketDynamicFieldDefault'} =
{
'Module' =>
'Kernel::System::Ticket::Event::TicketDynamicFieldDefault',
'Transaction' => '1'
};
6.9.2. Ticket::TicketDynamicFieldDefault###Element1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element1'} = {
'Event' => 'TicketCreate',
'Name' => 'Field1',
'Value' => 'Default'
};
6.9.3. Ticket::TicketDynamicFieldDefault###Element2
Description:
Group:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
436
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element2'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.4. Ticket::TicketDynamicFieldDefault###Element3
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element3'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.5. Ticket::TicketDynamicFieldDefault###Element4
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element4'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.6. Ticket::TicketDynamicFieldDefault###Element5
Description:
Group:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
437
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element5'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.7. Ticket::TicketDynamicFieldDefault###Element6
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element6'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.8. Ticket::TicketDynamicFieldDefault###Element7
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element7'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.9. Ticket::TicketDynamicFieldDefault###Element8
Description:
Group:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
438
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element8'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.10. Ticket::TicketDynamicFieldDefault###Element9
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element9'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.11. Ticket::TicketDynamicFieldDefault###Element10
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element10'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.12. Ticket::TicketDynamicFieldDefault###Element11
Description:
Group:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
439
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element11'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.13. Ticket::TicketDynamicFieldDefault###Element12
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element12'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.14. Ticket::TicketDynamicFieldDefault###Element13
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element13'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.15. Ticket::TicketDynamicFieldDefault###Element14
Description:
Group:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
440
SubGroup:
Valid:
Required:
Config-Setting:
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element14'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.16. Ticket::TicketDynamicFieldDefault###Element15
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that
Module".
0
0 will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Ticket
Core::TicketDynamicFieldDefault
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element15'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.9.17. Ticket::TicketDynamicFieldDefault###Element16
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Configures a default TicketDynmicField setting. "Name" defines the dynamic field which should be used, "Value" is the data that will be set, and "Event" defines the trigger event. Please check the developer manual (http://doc.otrs.org/), chapter "Ticket Event
Module".
Ticket
Core::TicketDynamicFieldDefault
0
0
$Self->{'Ticket::TicketDynamicFieldDefault'}->{'Element16'} = {
'Event' => '',
'Name' => '',
'Value' => ''
};
6.10. Core::TicketWatcher
6.10.1. Ticket::Watcher
Description:
Group:
SubGroup:
Enables or disables the ticket watcher feature, to keep track of tickets without being the owner nor the responsible.
Ticket
Core::TicketWatcher
441
Valid:
Required:
Config-Setting:
1
1
$Self->{'Ticket::Watcher'} = '0';
6.10.2. Ticket::WatcherGroup
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Enables ticket watcher feature only for the listed groups.
Ticket
Core::TicketWatcher
0
0
$Self->{'Ticket::WatcherGroup'} = [
'admin',
'users'
];
6.11. Frontend::Admin::ModuleRegistration
6.11.1. Frontend::Module###AdminQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminQueue'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage queues.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Queues',
'Prio' => '100'
},
'NavBarName' => 'Admin',
'Title' => 'Queues'
};
6.11.2. Frontend::Module###AdminResponse
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminResponse'} = {
'Description' => 'Admin',
'Group' => [
'admin'
442
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage response templates.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Responses',
'Prio' => '200'
},
'NavBarName' => 'Admin',
'Title' => 'Responses'
};
6.11.3. Frontend::Module###AdminQueueResponses
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminQueueResponses'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link responses to queues.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Responses <-> Queues',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'Responses <-> Queues'
};
6.11.4. Frontend::Module###AdminAutoResponse
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminAutoResponse'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage responses that are
automatically sent.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Auto Responses',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Auto Responses'
};
443
6.11.5. Frontend::Module###AdminQueueAutoResponse
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminQueueAutoResponse'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link queues to auto responses.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Auto Responses <-> Queues',
'Prio' => '500'
},
'NavBarName' => 'Admin',
'Title' => 'Auto Responses <-> Queues'
};
6.11.6. Frontend::Module###AdminAttachment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminAttachment'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage attachments.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Attachments',
'Prio' => '600'
},
'NavBarName' => 'Admin',
'Title' => 'Attachments'
};
6.11.7. Frontend::Module###AdminResponseAttachment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminResponseAttachment'} = {
444
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Link attachments to responses templates.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Attachments <-> Responses',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'Attachments <-> Responses'
};
6.11.8. Frontend::Module###AdminSalutation
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSalutation'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage salutations.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Salutations',
'Prio' => '800'
},
'NavBarName' => 'Admin',
'Title' => 'Salutations'
};
6.11.9. Frontend::Module###AdminSignature
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSignature'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Queue',
'Description' => 'Create and manage signatures.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Signatures',
'Prio' => '900'
},
'NavBarName' => 'Admin',
445
'Title' => 'Signatures'
};
6.11.10. Frontend::Module###AdminSystemAddress
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSystemAddress'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Email',
'Description' => 'Set sender email addresses for this system.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Email Addresses',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'Email Addresses'
};
6.11.11. Frontend::Module###AdminNotification
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminNotification'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Manage notifications that are sent to agents.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Agent Notifications',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Agent Notifications'
};
6.11.12. Frontend::Module###AdminNotificationEvent
Description:
Group:
SubGroup:
Valid:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
446
Required:
Config-Setting:
0
$Self->{'Frontend::Module'}->{'AdminNotificationEvent'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage event based notifications.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Notifications (Event)',
'Prio' => '400'
},
'NavBarName' => 'Admin',
'Title' => 'Notifications (Event)'
};
6.11.13. Frontend::Module###AdminService
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminService'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage services.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Services',
'Prio' => '900'
},
'NavBarName' => 'Admin',
'Title' => 'Services'
};
6.11.14. Frontend::Module###AdminSLA
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminSLA'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage Service Level Agreements
(SLAs).',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
447
'Name' => 'Service Level Agreements',
'Prio' => '1000'
},
'NavBarName' => 'Admin',
'Title' => 'Service Level Agreements'
};
6.11.15. Frontend::Module###AdminType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminType'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket types.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Types',
'Prio' => '700'
},
'NavBarName' => 'Admin',
'Title' => 'Types'
};
6.11.16. Frontend::Module###AdminState
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminState'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket states.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'States',
'Prio' => '800'
},
'NavBarName' => 'Admin',
'Title' => 'States'
};
6.11.17. Frontend::Module###AdminPriority
Description: Frontend module registration for the agent interface.
448
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Admin::ModuleRegistration
$Self->{'Frontend::Module'}->{'AdminPriority'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'Ticket',
'Description' => 'Create and manage ticket priorities.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Priorities',
'Prio' => '850'
},
'NavBarName' => 'Admin',
'Title' => 'Priorities'
};
6.11.18. Frontend::Module###AdminGenericAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Admin::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AdminGenericAgent'} = {
'Description' => 'Admin',
'Group' => [
'admin'
],
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Manage periodic tasks.',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'GenericAgent',
'Prio' => '300'
},
'NavBarName' => 'Admin',
'Title' => 'GenericAgent'
};
6.12. Frontend::Agent
6.12.1. Ticket::Frontend::PendingDiffTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::PendingDiffTime'} = '86400';
449
6.12.2. Ticket::Frontend::MaxQueueLevel
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Define the max depth of queues.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::MaxQueueLevel'} = '5';
6.12.3. Ticket::Frontend::ListType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows existing parent/child queue lists in the system in the form of a tree or a list.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::ListType'} = 'tree';
6.12.4. Ticket::Frontend::TextAreaEmail
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Permitted width for compose email windows.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::TextAreaEmail'} = '82';
6.12.5. Ticket::Frontend::TextAreaNote
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Permitted width for compose note windows.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::TextAreaNote'} = '78';
6.12.6. Ticket::Frontend::InformAgentMaxSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Max size (in rows) of the informed agents box in the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::InformAgentMaxSize'} = '3';
450
6.12.7. Ticket::Frontend::InvolvedAgentMaxSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Max size (in rows) of the involved agents box in the agent interface.
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::InvolvedAgentMaxSize'} = '3';
6.12.8. Ticket::Frontend::CustomerInfoCompose
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows the customer user information (phone and email) in the compose screen.
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::CustomerInfoCompose'} = '1';
6.12.9. Ticket::Frontend::CustomerInfoComposeMaxSize
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Max size (in characters) of the customer information table (phone and email) in the compose screen.
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::CustomerInfoComposeMaxSize'} = '22';
6.12.10. Ticket::Frontend::CustomerInfoZoom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows the customer user's info in the ticket zoom view.
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::CustomerInfoZoom'} = '1';
6.12.11. Ticket::Frontend::CustomerInfoZoomMaxSize
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Maximum size (in characters) of the customer information table in the ticket zoom view.
Ticket
Frontend::Agent
451
Config-Setting:
$Self->{'Ticket::Frontend::CustomerInfoZoomMaxSize'} = '22';
6.12.12. Ticket::Frontend::AccountTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates time accounting.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::AccountTime'} = '1';
6.12.13. Ticket::Frontend::TimeUnits
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Sets the prefered time units (e.g. work units, hours, minutes).
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::TimeUnits'} = ' (work units)';
6.12.14. Ticket::Frontend::NeedAccountedTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines if time accounting is mandatory in the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::NeedAccountedTime'} = '0';
6.12.15. Ticket::Frontend::BulkAccountedTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines if time accounting must be set to all tickets in bulk action.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::BulkAccountedTime'} = '1';
6.12.16. Ticket::Frontend::NeedSpellCheck
Description:
Group:
SubGroup:
Valid:
Defines if composed messages have to be spell checked in the agent interface.
Ticket
Frontend::Agent
1
452
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::NeedSpellCheck'} = '0';
6.12.17. Ticket::Frontend::NewOwnerSelection
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows an owner selection in phone and email tickets in the agent interface.
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::NewOwnerSelection'} = '1';
6.12.18. Ticket::Frontend::NewResponsibleSelection
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Show a responsible selection in phone and email tickets in the agent interface.
1
1
Ticket
Frontend::Agent
$Self->{'Ticket::Frontend::NewResponsibleSelection'} = '1';
6.12.19. Ticket::Frontend::NewQueueSelectionType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the receipent target of the phone ticket and the sender of the email ticket ("Queue" shows all queues, "SystemAddress" displays all system addresses) in the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::NewQueueSelectionType'} = 'Queue';
6.12.20. Ticket::Frontend::NewQueueSelectionString
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the strings that will be shown as receipent (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 receipent.
Ticket
Frontend::Agent
1
1
$Self->{'Ticket::Frontend::NewQueueSelectionString'} = '<Queue>';
453
6.12.21. Ticket::Frontend::NewQueueOwnSelection
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines which options will be valid of the recepient (phone ticket) and the sender (email ticket) in the agent interface.
Ticket
Frontend::Agent
0
0
$Self->{'Ticket::Frontend::NewQueueOwnSelection'} = {
'1' => 'First Queue!',
'2' => 'Second Queue!'
};
6.12.22. Ticket::Frontend::ShowCustomerTickets
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows customer history tickets
AgentTicketEmail and AgentTicketCustomer.
1
1
Ticket
Frontend::Agent in AgentTicketPhone,
$Self->{'Ticket::Frontend::ShowCustomerTickets'} = '1';
6.12.23. NewTicketInNewWindow::Enabled
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If enabled, TicketPhone and TicketEmail will be open in new windows.
Ticket
Frontend::Agent
1
1
$Self->{'NewTicketInNewWindow::Enabled'} = '0';
6.12.24. CustomerDBLink
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines an external link to the database of the customer (e.g. 'http:// yourhost/customer.php?CID=$Data{"CustomerID"}' or '').
Ticket
Frontend::Agent
1
1
$Self->{'CustomerDBLink'} = '$Env{"CGIHandle"}?
Action=AgentCustomerInformationCenter;CustomerID=
$QData{"CustomerID"}';
6.12.25. CustomerDBLinkTarget
Description: Defines the target attribute in the link to external customer database.
E.g. 'target="cdb"'.
454
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent
$Self->{'CustomerDBLinkTarget'} = '';
6.12.26. CustomerDBLinkClass
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the target attribute in the link to external customer database.
E.g. 'AsPopup PopupType_TicketAction'.
1
1
Ticket
Frontend::Agent
$Self->{'CustomerDBLinkClass'} = '';
6.12.27. Frontend::CommonObject###QueueObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Path of the file that stores all the settings for the QueueObject object for the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Frontend::CommonObject'}->{'QueueObject'} =
'Kernel::System::Queue';
6.12.28. Frontend::CommonObject###TicketObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Path of the file that stores all the settings for the TicketObject for the agent interface.
1
1
Ticket
Frontend::Agent
$Self->{'Frontend::CommonObject'}->{'TicketObject'} =
'Kernel::System::Ticket';
6.12.29. Frontend::CommonParam###Action
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.
Ticket
Frontend::Agent
455
Config-Setting:
$Self->{'Frontend::CommonParam'}->{'Action'} = 'AgentDashboard';
6.12.30. Frontend::CommonParam###QueueID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default queue ID used by the system in the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Frontend::CommonParam'}->{'QueueID'} = '0';
6.12.31. Frontend::CommonParam###TicketID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default ticket ID used by the system in the agent interface.
Ticket
Frontend::Agent
1
1
$Self->{'Frontend::CommonParam'}->{'TicketID'} = '';
6.13. Frontend::Agent::CustomerSearch
6.13.1. Ticket::Frontend::CustomerSearchAutoComplete###Active
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Enables or disables the autocomplete feature for the customer search in the agent interface.
Ticket
Frontend::Agent::CustomerSearch
$Self->{'Ticket::Frontend::CustomerSearchAutoComplete'}->{'Active'} =
'1';
6.13.2. Ticket::Frontend::CustomerSearchAutoComplete###MinQueryLength
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the minimum number of characters before autocomplete query is sent.
1
1
Ticket
Frontend::Agent::CustomerSearch
$Self->{'Ticket::Frontend::CustomerSearchAutoComplete'}-
>{'MinQueryLength'} = '2';
6.13.3. Ticket::Frontend::CustomerSearchAutoComplete###QueryDelay
Description: Delay time between autocomplete queries in milliseconds.
456
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::CustomerSearch
$Self->{'Ticket::Frontend::CustomerSearchAutoComplete'}-
>{'QueryDelay'} = '100';
6.13.4. Ticket::Frontend::CustomerSearchAutoComplete###MaxResultsDisplayed
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the number of search results to be displayed for the autocomplete feature.
Ticket
Frontend::Agent::CustomerSearch
1
1
$Self->{'Ticket::Frontend::CustomerSearchAutoComplete'}-
>{'MaxResultsDisplayed'} = '20';
6.13.5. Ticket::Frontend::CustomerSearchAutoComplete::DynamicWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines if the search results container for the autocomplete feature should adjust its width dynamically.
Ticket
Frontend::Agent::CustomerSearch
1
1
$Self->{'Ticket::Frontend::CustomerSearchAutoComplete::DynamicWidth'}
= '1';
6.14. Frontend::Agent::Dashboard
6.14.1. DashboardBackend###0100-TicketPendingReminder
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
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.
Ticket
Frontend::Agent::Dashboard
$Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = {
'Attributes' => 'TicketPendingTimeOlderMinutes=1;StateType=pending
reminder;SortBy=PendingTime;OrderBy=Down;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
457
'Default' => '1',
'Description' => 'All tickets with a reminder set where the reminder
date has been reached',
'Filter' => 'Locked',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'rw',
'Time' => 'UntilTime',
'Title' => 'Reminder Tickets'
};
6.14.2. DashboardBackend###0110-TicketEscalation
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = {
'Attributes' =>
'TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All escalated tickets',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'rw',
'Time' => 'EscalationTime',
'Title' => 'Escalated Tickets'
};
6.14.3. DashboardBackend###0120-TicketNew
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0120-TicketNew'} = {
'Attributes' => 'StateType=new;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
458
'Default' => '1',
'Description' => 'All new tickets, these tickets have not been
worked on yet',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'rw',
'Time' => 'Age',
'Title' => 'New Tickets'
};
6.14.4. DashboardBackend###0130-TicketOpen
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0130-TicketOpen'} = {
'Attributes' => 'StateType=open;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All open tickets, these tickets have already been
worked on, but need a response',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'rw',
'Time' => 'Age',
'Title' => 'Open Tickets / Need to be answered'
};
6.14.5. DashboardBackend###0250-TicketStats
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the dashboard backend of the ticket stats of the agent interface. "Limit" is the number of entries shown by default.
1
0
"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.
Ticket
Frontend::Agent::Dashboard
$Self->{'DashboardBackend'}->{'0250-TicketStats'} = {
'Block' => 'ContentSmall',
'CacheTTL' => '30',
459
'Closed' => '1',
'Created' => '1',
'Default' => '1',
'Group' => '',
'Module' => 'Kernel::Output::HTML::DashboardTicketStatsGeneric',
'Permission' => 'rw',
'Title' => '7 Day Stats'
};
6.14.6. DashboardBackend###0260-TicketCalendar
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the dashboard backend of the ticket 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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'DashboardBackend'}->{'0260-TicketCalendar'} = {
'Block' => 'ContentSmall',
'CacheTTL' => '2',
'Default' => '1',
'Group' => '',
'Limit' => '6',
'Module' => 'Kernel::Output::HTML::DashboardCalendar',
'OwnerOnly' => '',
'Permission' => 'rw',
'Title' => 'Upcoming Events'
};
6.14.7. AgentCustomerInformationCenter::Backend###0100-CIC-
TicketPendingReminder
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0100-CIC-
TicketPendingReminder'} = {
'Attributes' => 'TicketPendingTimeOlderMinutes=1;StateType=pending
reminder;SortBy=PendingTime;OrderBy=Down;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All tickets with a reminder set where the reminder
date has been reached',
460
'Filter' => 'Locked',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'ro',
'Time' => 'UntilTime',
'Title' => 'Reminder Tickets'
};
6.14.8. AgentCustomerInformationCenter::Backend###0110-CIC-TicketEscalation
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the dashboard backend of the ticket escalation overview of the agent interface . "Limit" is the number of entries
1
0 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.
Ticket
Frontend::Agent::Dashboard
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0110-CIC-
TicketEscalation'} = {
'Attributes' =>
'TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All escalated tickets',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'ro',
'Time' => 'EscalationTime',
'Title' => 'Escalated Tickets'
};
6.14.9. AgentCustomerInformationCenter::Backend###0120-CIC-TicketNew
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0120-CIC-
TicketNew'} = {
'Attributes' => 'StateType=new;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
461
'Description' => 'All new tickets, these tickets have not been
worked on yet',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'ro',
'Time' => 'Age',
'Title' => 'New Tickets'
};
6.14.10. AgentCustomerInformationCenter::Backend###0130-CIC-TicketOpen
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Dashboard
1
0
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0130-CIC-
TicketOpen'} = {
'Attributes' => 'StateType=open;',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'All open tickets, these tickets have already been
worked on, but need a response',
'Filter' => 'All',
'Group' => '',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::DashboardTicketGeneric',
'Permission' => 'ro',
'Time' => 'Age',
'Title' => 'Open Tickets / Need to be answered'
};
6.14.11. AgentCustomerInformationCenter::Backend###0500-CIC-
CustomerIDStatus
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
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.
Ticket
Frontend::Agent::Dashboard
$Self->{'AgentCustomerInformationCenter::Backend'}->{'0500-CIC-
CustomerIDStatus'} = {
462
'Attributes' => '',
'Block' => 'ContentSmall',
'CacheTTLLocal' => '0.5',
'Default' => '1',
'Description' => 'Company Status',
'Group' => '',
'Module' => 'Kernel::Output::HTML::DashboardCustomerIDStatus',
'Permission' => 'ro',
'Title' => 'Company Status'
};
6.15. Frontend::Agent::ModuleMetaHead
6.15.1. Frontend::HeaderMetaModule###2-TicketSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to generate html OpenSearch profile for short ticket search in the agent interface.
Ticket
Frontend::Agent::ModuleMetaHead
1
0
$Self->{'Frontend::HeaderMetaModule'}->{'2-TicketSearch'} = {
'Action' => 'AgentTicketSearch',
'Module' => 'Kernel::Output::HTML::HeaderMetaTicketSearch'
};
6.16. Frontend::Agent::ModuleNotify
6.16.1. Frontend::NotifyModule###5-Ticket::TicketEscalation
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Module to show notifications and escalations (ShownMax: max.
shown escalations, EscalationInMinutes: Show ticket which will escalation in, CacheTime: Cache of calculated escalations in seconds).
Ticket
Frontend::Agent::ModuleNotify
$Self->{'Frontend::NotifyModule'}->{'5-Ticket::TicketEscalation'} =
{
'CacheTime' => '40',
'EscalationInMinutes' => '120',
'Module' =>
'Kernel::Output::HTML::NotificationAgentTicketEscalation',
'ShownMax' => '25'
};
6.17. Frontend::Agent::ModuleRegistration
6.17.1. Frontend::Module###AgentTicketQueue
Description:
Group:
SubGroup:
Valid:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
463
Required:
Config-Setting:
0
$Self->{'Frontend::Module'}->{'AgentTicketQueue'} = {
'Description' => 'Overview of all open Tickets',
'Loader' => {
'CSS' => [
'Core.AgentTicketQueue.css'
]
},
'NavBar' => [
{
'AccessKey' => 'o',
'Block' => '',
'Description' => 'Overview of all open Tickets',
'Link' => 'Action=AgentTicketQueue',
'LinkOption' => '',
'Name' => 'Queue view',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => ''
},
{
'AccessKey' => 't',
'Block' => 'ItemArea',
'Description' => '',
'Link' => 'Action=AgentTicketQueue',
'LinkOption' => '',
'Name' => 'Tickets',
'NavBar' => 'Ticket',
'Prio' => '200',
'Type' => 'Menu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'QueueView'
};
6.17.2. Frontend::Module###AgentTicketPhone
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPhone'} = {
'Description' => 'Create new phone ticket',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'n',
'Block' => '',
'Description' => 'Create new phone ticket (inbound)',
'Link' => 'Action=AgentTicketPhone',
'LinkOption' => '',
'Name' => 'New phone ticket',
'NavBar' => 'Ticket',
'Prio' => '200',
'Type' => ''
464
}
],
'NavBarName' => 'Ticket',
'Title' => 'New phone ticket'
};
6.17.3. Frontend::Module###AgentTicketPhoneOutbound
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPhoneOutbound'} = {
'Description' => 'Phone Call',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Phone-Ticket'
};
6.17.4. Frontend::Module###AgentTicketPhoneInbound
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPhoneInbound'} = {
'Description' => 'Incoming Phone Call',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Phone-Ticket'
};
6.17.5. Frontend::Module###AgentTicketEmail
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketEmail'} = {
'Description' => 'Create new email ticket',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
465
'Core.Agent.TicketAction.js'
]
},
'NavBar' => [
{
'AccessKey' => 'm',
'Block' => '',
'Description' => 'Create new email ticket and send this out
(outbound)',
'Link' => 'Action=AgentTicketEmail',
'LinkOption' => '',
'Name' => 'New email ticket',
'NavBar' => 'Ticket',
'Prio' => '210',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'New email ticket'
};
6.17.6. Frontend::Module###AgentTicketSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketSearch'} = {
'Description' => 'Search Ticket',
'NavBar' => [
{
'AccessKey' => 's',
'Block' => '',
'Description' => 'Search Tickets',
'Link' => 'Action=AgentTicketSearch',
'LinkOption' => 'onclick="window.setTimeout(function()
{Core.Agent.Search.OpenSearchDialog(\'AgentTicketSearch\');}, 0);
return false;"',
'Name' => 'Search',
'NavBar' => 'Ticket',
'Prio' => '300',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Search'
};
6.17.7. Frontend::Module###AgentTicketLockedView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
$Self->{'Frontend::Module'}->{'AgentTicketLockedView'} = {
'Description' => 'Locked Tickets',
466
'NavBarName' => 'Ticket',
'Title' => 'Locked Tickets'
};
6.17.8. Frontend::Module###AgentTicketResponsibleView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketResponsibleView'} = {
'Description' => 'Responsible Tickets',
'NavBarName' => 'Ticket',
'Title' => 'Responsible Tickets'
};
6.17.9. Frontend::Module###AgentTicketWatchView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketWatchView'} = {
'Description' => 'Watched Tickets',
'NavBarName' => 'Ticket',
'Title' => 'Watched Tickets'
};
6.17.10. Frontend::Module###AgentCustomerSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentCustomerSearch'} = {
'Description' => 'AgentCustomerSearch',
'NavBarName' => 'Ticket',
'Title' => 'AgentCustomerSearch'
};
6.17.11. Frontend::Module###AgentTicketStatusView
Description:
Group:
SubGroup:
Valid:
Required:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
467
Config-Setting:
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = {
'Description' => 'Overview of all open tickets',
'NavBar' => [
{
'AccessKey' => 'v',
'Block' => '',
'Description' => 'Overview of all open Tickets.',
'Link' => 'Action=AgentTicketStatusView',
'LinkOption' => '',
'Name' => 'Status view',
'NavBar' => 'Ticket',
'Prio' => '110',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Status view'
};
6.17.12. Frontend::Module###AgentTicketEscalationView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketEscalationView'} = {
'Description' => 'Overview of all escalated tickets',
'NavBar' => [
{
'AccessKey' => 'e',
'Block' => '',
'Description' => 'Overview Escalated Tickets',
'Link' => 'Action=AgentTicketEscalationView',
'LinkOption' => '',
'Name' => 'Escalation view',
'NavBar' => 'Ticket',
'Prio' => '120',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'Escalation view'
};
6.17.13. Frontend::Module###AgentZoom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentZoom'} = {
'Description' => 'compat module for AgentZoom to AgentTicketZoom',
'NavBarName' => 'Ticket',
'Title' => ''
};
468
6.17.14. Frontend::Module###AgentTicketZoom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketZoom'} = {
'Description' => 'Ticket Zoom',
'Loader' => {
'CSS' => [
'Core.Agent.TicketProcess.css'
],
'JavaScript' => [
'thirdparty/jquery-tablesorter-2.0.5/jquery.tablesorter.js',
'Core.UI.Table.Sort.js',
'Core.Agent.TicketZoom.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Zoom'
};
6.17.15. Frontend::Module###AgentTicketAttachment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketAttachment'} = {
'Description' => 'To download attachments',
'NavBarName' => 'Ticket',
'Title' => ''
};
6.17.16. Frontend::Module###AgentTicketPlain
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPlain'} = {
'Description' => 'Ticket plain view of an email',
'NavBarName' => 'Ticket',
'Title' => 'Plain'
};
6.17.17. Frontend::Module###AgentTicketNote
Description:
Group:
Frontend module registration for the agent interface.
Ticket
469
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketNote'} = {
'Description' => 'Ticket Note',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Note'
};
6.17.18. Frontend::Module###AgentTicketMerge
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketMerge'} = {
'Description' => 'Ticket Merge',
'NavBarName' => 'Ticket',
'Title' => 'Merge'
};
6.17.19. Frontend::Module###AgentTicketPending
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPending'} = {
'Description' => 'Ticket Pending',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Pending'
};
6.17.20. Frontend::Module###AgentTicketWatcher
Description:
Group:
SubGroup:
Valid:
Required:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
470
Config-Setting:
$Self->{'Frontend::Module'}->{'AgentTicketWatcher'} = {
'Description' => 'A TicketWatcher Module',
'NavBarName' => 'Ticket-Watcher',
'Title' => 'Ticket-Watcher'
};
6.17.21. Frontend::Module###AgentTicketPriority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketPriority'} = {
'Description' => 'Ticket Priority',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Priority'
};
6.17.22. Frontend::Module###AgentTicketLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketLock'} = {
'Description' => 'Ticket Lock',
'NavBarName' => 'Ticket',
'Title' => 'Lock'
};
6.17.23. Frontend::Module###AgentTicketMove
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketMove'} = {
'Description' => 'Ticket Move',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Move'
};
471
6.17.24. Frontend::Module###AgentTicketHistory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketHistory'} = {
'Description' => 'Ticket History',
'NavBarName' => 'Ticket',
'Title' => 'History'
};
6.17.25. Frontend::Module###AgentTicketOwner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketOwner'} = {
'Description' => 'Ticket Owner',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Owner'
};
6.17.26. Frontend::Module###AgentTicketResponsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketResponsible'} = {
'Description' => 'Ticket Responsible',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Responsible'
};
6.17.27. Frontend::Module###AgentTicketCompose
Description: Frontend module registration for the agent interface.
472
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::ModuleRegistration
$Self->{'Frontend::Module'}->{'AgentTicketCompose'} = {
'Description' => 'Ticket Compose email Answer',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Compose'
};
6.17.28. Frontend::Module###AgentTicketBounce
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketBounce'} = {
'Description' => 'Ticket Compose Bounce Email',
'NavBarName' => 'Ticket',
'Title' => 'Bounce'
};
6.17.29. Frontend::Module###AgentTicketForward
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketForward'} = {
'Description' => 'Ticket Forward Email',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Forward'
};
6.17.30. Frontend::Module###AgentTicketCustomer
Description:
Group:
Frontend module registration for the agent interface.
Ticket
473
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketCustomer'} = {
'Description' => 'Ticket Customer',
'Loader' => {
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Customer'
};
6.17.31. Frontend::Module###AgentTicketClose
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketClose'} = {
'Description' => 'Ticket Close',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Close'
};
6.17.32. Frontend::Module###AgentTicketFreeText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketFreeText'} = {
'Description' => 'Ticket FreeText',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Free Fields'
};
6.17.33. Frontend::Module###AgentTicketPrint
Description: Frontend module registration for the agent interface.
474
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::ModuleRegistration
$Self->{'Frontend::Module'}->{'AgentTicketPrint'} = {
'Description' => 'Ticket Print',
'NavBarName' => 'Ticket',
'Title' => 'Print'
};
6.17.34. Frontend::Module###AgentTicketBulk
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the agent interface.
Ticket
Frontend::Agent::ModuleRegistration
1
0
$Self->{'Frontend::Module'}->{'AgentTicketBulk'} = {
'Description' => 'Ticket bulk module',
'Loader' => {
'JavaScript' => [
'Core.Agent.TicketAction.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Bulk-Action'
};
6.18. Frontend::Agent::Preferences
6.18.1. PreferencesGroups###NewTicketNotify
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the NewTicketNotify object in the preferences view of the agent interface.
Ticket
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'NewTicketNotify'} = {
'Active' => '1',
'Column' => 'Email Settings',
'Data' => {
'0' => 'No',
'1' => 'Yes'
},
'DataSelected' => '0',
'Desc' => 'Send me a notification if there is a new ticket in "My
Queues".',
'Key' => 'Send new ticket notifications',
'Label' => 'New ticket notification',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSendNewTicketNotification',
'Prio' => '1000'
};
475
6.18.2. PreferencesGroups###FollowUpNotify
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the FollowUpNotify object in the preference view of the agent interface.
Ticket
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'FollowUpNotify'} = {
'Active' => '1',
'Column' => 'Email Settings',
'Data' => {
'0' => 'No',
'1' => 'Yes'
},
'DataSelected' => '0',
'Desc' => 'Send me a notification if a customer sends a follow up
and I\'m the owner of the ticket or the ticket is unlocked and is in
one of my subscribed queues.',
'Key' => 'Send ticket follow up notifications',
'Label' => 'Ticket follow up notification',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSendFollowUpNotification',
'Prio' => '2000'
};
6.18.3. PreferencesGroups###LockTimeoutNotify
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the LockTimeoutNotify object in the preference view of the agent interface.
1
0
Ticket
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'LockTimeoutNotify'} = {
'Active' => '1',
'Column' => 'Email Settings',
'Data' => {
'0' => 'No',
'1' => 'Yes'
},
'DataSelected' => '0',
'Desc' => 'Send me a notification if a ticket is unlocked by the
system.',
'Key' => 'Send ticket lock timeout notifications',
'Label' => 'Ticket lock timeout notification',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSendLockTimeoutNotification',
'Prio' => '3000'
};
6.18.4. PreferencesGroups###MoveNotify
Description:
Group:
Parameters for the MoveNotify object in the preference view of the agent interface.
Ticket
476
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'MoveNotify'} = {
'Active' => '1',
'Column' => 'Email Settings',
'Data' => {
'0' => 'No',
'1' => 'Yes'
},
'DataSelected' => '0',
'Desc' => 'Send me a notification if a ticket is moved into one of
"My Queues".',
'Key' => 'Send ticket move notifications',
'Label' => 'Ticket move notification',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSendMoveNotification',
'Prio' => '4000'
};
6.18.5. PreferencesGroups###WatcherNotify
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the WatcherNotify object in the preference view of the agent interface.
Ticket
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'WatcherNotify'} = {
'Active' => '1',
'Column' => 'Email Settings',
'Data' => {
'0' => 'No',
'1' => 'Yes'
},
'DataSelected' => '0',
'Desc' => 'Send me the same notifications for my watched tickets
that the ticket owners will get.',
'Key' => 'Send ticket watch notifications',
'Label' => 'Ticket watch notification',
'Module' => 'Kernel::Output::HTML::PreferencesTicketWatcher',
'PrefKey' => 'UserSendWatcherNotification',
'Prio' => '5000'
};
6.18.6. PreferencesGroups###CustomQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the CustomQueue object in the preference view of the agent interface.
1
0
Ticket
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'CustomQueue'} = {
'Active' => '1',
477
'Column' => 'Other Settings',
'Desc' => 'Your queue selection of your favorite queues. You also
get notified about those queues via email if enabled.',
'Key' => 'My Queues',
'Label' => 'My Queues',
'Module' => 'Kernel::Output::HTML::PreferencesCustomQueue',
'Permission' => 'ro',
'Prio' => '1000'
};
6.18.7. PreferencesGroups###RefreshTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the RefreshTime object in the preference view of the agent interface.
1
0
Ticket
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'RefreshTime'} = {
'Active' => '1',
'Column' => 'Other Settings',
'Data' => {
'0' => 'off',
'10' => '10 minutes',
'15' => '15 minutes',
'2' => ' 2 minutes',
'5' => ' 5 minutes',
'7' => ' 7 minutes'
},
'DataSelected' => '0',
'Desc' => 'If enabled, the different overviews (Dashboard,
LockedView, QueueView) will automatically refresh after the specified
time.',
'Key' => 'Refresh Overviews after',
'Label' => 'Overview Refresh Time',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserRefreshTime',
'Prio' => '2000'
};
6.18.8. PreferencesGroups###TicketOverviewSmallPageShown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the pages (in which the tickets are shown) of the small ticket overview.
Ticket
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'TicketOverviewSmallPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
478
'35' => '35'
},
'DataSelected' => '25',
'Key' => 'Ticket limit per page for Ticket Overview "Small"',
'Label' => 'Ticket Overview "Small" Limit',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserTicketOverviewSmallPageShown',
'Prio' => '8000'
};
6.18.9. PreferencesGroups###TicketOverviewMediumPageShown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the pages (in which the tickets are shown) of the medium ticket overview.
Ticket
Frontend::Agent::Preferences
1
0
$Self->{'PreferencesGroups'}->{'TicketOverviewMediumPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '20',
'Key' => 'Ticket limit per page for Ticket Overview "Medium"',
'Label' => 'Ticket Overview "Medium" Limit',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserTicketOverviewMediumPageShown',
'Prio' => '8100'
};
6.18.10. PreferencesGroups###TicketOverviewPreviewPageShown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the pages (in which the tickets are shown) of the ticket preview overview.
1
0
Ticket
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'TicketOverviewPreviewPageShown'} = {
'Active' => '0',
'Column' => 'Other Settings',
'Data' => {
'10' => '10',
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30',
'35' => '35'
},
'DataSelected' => '15',
'Key' => 'Ticket limit per page for Ticket Overview "Preview"',
479
'Label' => 'Ticket Overview "Preview" Limit',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserTicketOverviewPreviewPageShown',
'Prio' => '8200'
};
6.18.11. PreferencesGroups###CreateNextMask
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters for the CreateNextMask object in the preference view of the agent interface.
1
0
Ticket
Frontend::Agent::Preferences
$Self->{'PreferencesGroups'}->{'CreateNextMask'} = {
'Active' => '1',
'Column' => 'Other Settings',
'Data' => {
'' => 'CreateTicket',
'AgentTicketZoom' => 'TicketZoom'
},
'DataSelected' => '',
'Key' => 'Show this screen after I created a new ticket',
'Label' => 'Screen after new ticket',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserCreateNextMask',
'Prio' => '3000'
};
6.19. Frontend::Agent::SearchRouter
6.19.1. Frontend::Search###AgentCustomerInformationCenter
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Search backend router.
Ticket
Frontend::Agent::SearchRouter
$Self->{'Frontend::Search'}->{'AgentCustomerInformationCenter'} = {
'^AgentCustomerInformationCenter' =>
'Action=AgentCustomerInformationCenter'
};
6.19.2. Frontend::Search###Ticket
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Search backend router.
Ticket
Frontend::Agent::SearchRouter
1
0
$Self->{'Frontend::Search'}->{'Ticket'} = {
'^AgentTicket' => 'Action=AgentTicketSearch;Subaction=AJAX'
};
480
6.20. Frontend::Agent::Ticket::ArticleAttachmentModule
6.20.1. Ticket::Frontend::ArticleAttachmentModule###1-Download
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows a link to download article attachments in the zoom view of the article in the agent interface.
Ticket
Frontend::Agent::Ticket::ArticleAttachmentModule
$Self->{'Ticket::Frontend::ArticleAttachmentModule'}->{'1-Download'}
= {
'Module' => 'Kernel::Output::HTML::ArticleAttachmentDownload'
};
6.20.2. Ticket::Frontend::ArticleAttachmentModule###2-HTML-Viewer
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link to access article attachments via a html online viewer in the zoom view of the article in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ArticleAttachmentModule
$Self->{'Ticket::Frontend::ArticleAttachmentModule'}->{'2-HTML-
Viewer'} = {
'Module' => 'Kernel::Output::HTML::ArticleAttachmentHTMLViewer'
};
6.21. Frontend::Agent::Ticket::ArticleComposeModule
6.21.1. Ticket::Frontend::ArticleComposeModule###1-SignEmail
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to compose signed messages (PGP or S/MIME).
Ticket
Frontend::Agent::Ticket::ArticleComposeModule
1
1
$Self->{'Ticket::Frontend::ArticleComposeModule'}->{'1-SignEmail'} =
{
'Module' => 'Kernel::Output::HTML::ArticleComposeSign'
};
6.21.2. Ticket::Frontend::ArticleComposeModule###2-CryptEmail
Description:
Group:
SubGroup:
Valid:
Required:
Module to crypt composed messages (PGP or S/MIME).
Ticket
Frontend::Agent::Ticket::ArticleComposeModule
1
1
481
Config-Setting:
$Self->{'Ticket::Frontend::ArticleComposeModule'}->{'2-CryptEmail'} =
{
'Module' => 'Kernel::Output::HTML::ArticleComposeCrypt'
};
6.22. Frontend::Agent::Ticket::ArticleViewModule
6.22.1. Ticket::Frontend::ArticleViewModule###1-PGP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface article notification module to check PGP.
Ticket
Frontend::Agent::Ticket::ArticleViewModule
1
1
$Self->{'Ticket::Frontend::ArticleViewModule'}->{'1-PGP'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheckPGP'
};
6.22.2. Ticket::Frontend::ArticleViewModule###1-SMIME
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface module to check incoming emails in the Ticket-Zoom-
View if the S/MIME-key is available and true.
Ticket
Frontend::Agent::Ticket::ArticleViewModule
1
1
$Self->{'Ticket::Frontend::ArticleViewModule'}->{'1-SMIME'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheckSMIME'
};
6.23. Frontend::Agent::Ticket::ArticleViewModulePre
6.23.1. Ticket::Frontend::ArticlePreViewModule###1-PGP
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Agent interface article notification module to check PGP.
Ticket
Frontend::Agent::Ticket::ArticleViewModulePre
$Self->{'Ticket::Frontend::ArticlePreViewModule'}->{'1-PGP'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheckPGP'
};
6.23.2. Ticket::Frontend::ArticlePreViewModule###1-SMIME
Description:
Group:
SubGroup:
Valid:
Required:
Agent interface article notification module to check S/MIME.
Ticket
Frontend::Agent::Ticket::ArticleViewModulePre
1
1
482
Config-Setting:
$Self->{'Ticket::Frontend::ArticlePreViewModule'}->{'1-SMIME'} = {
'Module' => 'Kernel::Output::HTML::ArticleCheckSMIME'
};
6.24. Frontend::Agent::Ticket::MenuModule
6.24.1. Ticket::Frontend::MenuModule###000-Back
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Shows a link in the menu to go back in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'000-Back'} = {
'Action' => '',
'Description' => 'Back',
'Link' => '$Env{"LastScreenOverview"};TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Back',
'PopupType' => '',
'Target' => ''
};
6.24.2. Ticket::Frontend::MenuModule###100-Lock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to lock/unlock tickets in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'100-Lock'} = {
'Action' => 'AgentTicketLock',
'Module' => 'Kernel::Output::HTML::TicketMenuLock',
'Name' => 'Lock',
'Target' => ''
};
6.24.3. Ticket::Frontend::MenuModule###200-History
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to access the history of a ticket in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'200-History'} = {
'Action' => 'AgentTicketHistory',
'Description' => 'Show the ticket history',
'Link' => 'Action=AgentTicketHistory;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'History',
'PopupType' => 'TicketHistory',
483
'Target' => ''
};
6.24.4. Ticket::Frontend::MenuModule###210-Print
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to print a ticket or an article in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'210-Print'} = {
'Action' => 'AgentTicketPrint',
'Description' => 'Print this ticket',
'Link' => 'Action=AgentTicketPrint;TicketID=$QData{"TicketID"}',
'LinkParam' => 'target="print"',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Print',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.5. Ticket::Frontend::MenuModule###300-Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to see the priority of a ticket in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'300-Priority'} = {
'Action' => 'AgentTicketPriority',
'Description' => 'Change the ticket priority',
'Link' => 'Action=AgentTicketPriority;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Priority',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.6. Ticket::Frontend::MenuModule###310-FreeText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to add a free text field in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'310-FreeText'} = {
'Action' => 'AgentTicketFreeText',
'Description' => 'Change the free fields for this ticket',
'Link' => 'Action=AgentTicketFreeText;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Free Fields',
484
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.7. Ticket::Frontend::MenuModule###320-Link
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu that allows linking a ticket with another object in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'320-Link'} = {
'Action' => 'AgentLinkObject',
'Description' => 'Link this ticket to other objects',
'Link' => 'Action=AgentLinkObject;SourceObject=Ticket;SourceKey=
$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Link',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.8. Ticket::Frontend::MenuModule###400-Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to see the owner of a ticket in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'400-Owner'} = {
'Action' => 'AgentTicketOwner',
'Description' => 'Change the owner for this ticket',
'Link' => 'Action=AgentTicketOwner;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Owner',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.9. Ticket::Frontend::MenuModule###410-Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to see the responsible agent of a ticket in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'410-Responsible'} = {
'Action' => 'AgentTicketResponsible',
'Description' => 'Change the responsible person for this ticket',
'Link' => 'Action=AgentTicketResponsible;TicketID=
$QData{"TicketID"}',
485
'Module' => 'Kernel::Output::HTML::TicketMenuResponsible',
'Name' => 'Responsible',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.10. Ticket::Frontend::MenuModule###420-Customer
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to see the customer who requested the ticket in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'420-Customer'} = {
'Action' => 'AgentTicketCustomer',
'Description' => 'Change the customer for this ticket',
'Link' => 'Action=AgentTicketCustomer;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Customer',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.11. Ticket::Frontend::MenuModule###420-Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to add a note in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'420-Note'} = {
'Action' => 'AgentTicketNote',
'Description' => 'Add a note to this ticket',
'Link' => 'Action=AgentTicketNote;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Note',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.12. Ticket::Frontend::MenuModule###425-Phone Call Outbound
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to add a note in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'425-Phone Call Outbound'}
= {
'Action' => 'AgentTicketPhoneOutbound',
'Description' => 'Phone Call Outbound',
486
'Link' => 'Action=AgentTicketPhoneOutbound;TicketID=
$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Phone Call Outbound',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.13. Ticket::Frontend::MenuModule###426-Phone Call Inbound
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to add a note in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
1
0
$Self->{'Ticket::Frontend::MenuModule'}->{'426-Phone Call Inbound'} =
{
'Action' => 'AgentTicketPhoneInbound',
'Description' => 'Phone Call Inbound',
'Link' => 'Action=AgentTicketPhoneInbound;TicketID=
$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Phone Call Inbound',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.14. Ticket::Frontend::MenuModule###430-Merge
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu that allows merging tickets in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'430-Merge'} = {
'Action' => 'AgentTicketMerge',
'Description' => 'Merge into a different ticket',
'Link' => 'Action=AgentTicketMerge;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Merge',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.15. Ticket::Frontend::MenuModule###440-Pending
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Shows a link in the menu to set a ticket as pending in the ticket zoom view of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModule
487
Config-Setting:
$Self->{'Ticket::Frontend::MenuModule'}->{'440-Pending'} = {
'Action' => 'AgentTicketPending',
'Description' => 'Set this ticket to pending',
'Link' => 'Action=AgentTicketPending;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Pending',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.16. Ticket::Frontend::MenuModule###448-Watch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu for subscribing / unsubscribing from a ticket in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'448-Watch'} = {
'Action' => 'AgentTicketWatcher',
'Module' => 'Kernel::Output::HTML::TicketMenuTicketWatcher',
'Name' => 'Watch',
'Target' => ''
};
6.24.17. Ticket::Frontend::MenuModule###450-Close
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to close a ticket in the ticket zoom view of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModule
$Self->{'Ticket::Frontend::MenuModule'}->{'450-Close'} = {
'Action' => 'AgentTicketClose',
'Description' => 'Close this ticket',
'Link' => 'Action=AgentTicketClose;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Close',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.24.18. Ticket::Frontend::MenuModule###460-Delete
Description:
Group:
SubGroup:
Valid:
Required:
0
0
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".
Ticket
Frontend::Agent::Ticket::MenuModule
488
Config-Setting:
$Self->{'Ticket::Frontend::MenuModule'}->{'460-Delete'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Delete this ticket',
'Link' => 'Action=AgentTicketMove;TicketID=
$Data{"TicketID"};DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Delete',
'PopupType' => '',
'Target' => ''
};
6.24.19. Ticket::Frontend::MenuModule###470-Spam
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link to set a ticket as spam 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".
Ticket
Frontend::Agent::Ticket::MenuModule
0
0
$Self->{'Ticket::Frontend::MenuModule'}->{'470-Spam'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Mark as Spam!',
'Link' => 'Action=AgentTicketMove;TicketID=
$Data{"TicketID"};DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Spam',
'PopupType' => '',
'Target' => ''
};
6.25. Frontend::Agent::Ticket::MenuModulePre
6.25.1. Ticket::Frontend::PreMenuModule###100-Lock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to lock / unlock a ticket in the ticket overviews of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'100-Lock'} = {
'Action' => 'AgentTicketLock',
'Module' => 'Kernel::Output::HTML::TicketMenuLock',
'Name' => 'Lock',
'PopupType' => '',
'Target' => ''
};
6.25.2. Ticket::Frontend::PreMenuModule###200-Zoom
Description:
Group:
Shows a link in the menu to zoom a ticket in the ticket overviews of the agent interface.
Ticket
489
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'200-Zoom'} = {
'Action' => 'AgentTicketZoom',
'Description' => 'Look into a ticket!',
'Link' => 'Action=AgentTicketZoom;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Zoom',
'PopupType' => '',
'Target' => ''
};
6.25.3. Ticket::Frontend::PreMenuModule###210-History
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to see the history of a ticket in every ticket overview of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'210-History'} = {
'Action' => 'AgentTicketHistory',
'Description' => 'Show the ticket history',
'Link' => 'Action=AgentTicketHistory;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'History',
'PopupType' => 'TicketHistory',
'Target' => ''
};
6.25.4. Ticket::Frontend::PreMenuModule###300-Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to set the priority of a ticket in every ticket overview of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'300-Priority'} = {
'Action' => 'AgentTicketPriority',
'Description' => 'Change the priority for this ticket',
'Link' => 'Action=AgentTicketPriority;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Priority',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.25.5. Ticket::Frontend::PreMenuModule###420-Note
Description:
Group:
Shows a link in the menu to add a note to a ticket in every ticket overview of the agent interface.
Ticket
490
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'420-Note'} = {
'Action' => 'AgentTicketNote',
'Description' => 'Add a note to this ticket',
'Link' => 'Action=AgentTicketNote;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Note',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.25.6. Ticket::Frontend::PreMenuModule###440-Close
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to close a ticket in every ticket overview of the agent interface.
Ticket
Frontend::Agent::Ticket::MenuModulePre
1
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'440-Close'} = {
'Action' => 'AgentTicketClose',
'Description' => 'Close this ticket',
'Link' => 'Action=AgentTicketClose;TicketID=$QData{"TicketID"}',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Close',
'PopupType' => 'TicketAction',
'Target' => ''
};
6.25.7. Ticket::Frontend::PreMenuModule###445-Move
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to move a ticket in every ticket overview of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::MenuModulePre
$Self->{'Ticket::Frontend::PreMenuModule'}->{'445-Move'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Change queue!',
'Module' => 'Kernel::Output::HTML::TicketMenuMove',
'Name' => 'Move'
};
6.25.8. Ticket::Frontend::PreMenuModule###450-Delete
Description:
Group:
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".
Ticket
491
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::MenuModulePre
0
0
$Self->{'Ticket::Frontend::PreMenuModule'}->{'450-Delete'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Delete this ticket',
'Link' => 'Action=AgentTicketMove;TicketID=
$Data{"TicketID"};DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Delete',
'PopupType' => '',
'Target' => ''
};
6.25.9. Ticket::Frontend::PreMenuModule###460-Spam
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link in the menu to set a ticket as spam in every ticket overview of the agent interface. Additional access control to show or
0
0 not show this link can be done by using Key "Group" and Content like
"rw:group1;move_into:group2".
Ticket
Frontend::Agent::Ticket::MenuModulePre
$Self->{'Ticket::Frontend::PreMenuModule'}->{'460-Spam'} = {
'Action' => 'AgentTicketMove',
'Description' => 'Mark as Spam!',
'Link' => 'Action=AgentTicketMove;TicketID=
$Data{"TicketID"};DestQueue=Delete',
'Module' => 'Kernel::Output::HTML::TicketMenuGeneric',
'Name' => 'Spam',
'PopupType' => '',
'Target' => ''
};
6.26. Frontend::Agent::Ticket::ViewBounce
6.26.1. Ticket::Frontend::AgentTicketBounce###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Required permissions to use the ticket bounce screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBounce
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'Permission'} =
'bounce';
6.26.2. Ticket::Frontend::AgentTicketBounce###RequiredLock
Description: 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).
492
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewBounce
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} =
'1';
6.26.3. Ticket::Frontend::AgentTicketBounce###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewBounce
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} =
'closed successful';
6.26.4. Ticket::Frontend::AgentTicketBounce###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after being bounced, in the ticket bounce screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewBounce
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateType'} = [
'open',
'closed'
];
6.26.5. Ticket::Frontend::BounceText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket bounced notification for customer/sender in the ticket bounce screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBounce
1
1
$Self->{'Ticket::Frontend::BounceText'} = 'Your email with ticket
number "<OTRS_TICKET>" is bounced to "<OTRS_BOUNCE_TO>". Contact this
address for further information.';
6.27. Frontend::Agent::Ticket::ViewBulk
6.27.1. Ticket::Frontend::AgentTicketBulk###RequiredLock
Description: Automatically lock and set owner to current Agent after selecting for an Bulk Action.
493
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewBulk
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'RequiredLock'} =
'1';
6.27.2. Ticket::Frontend::AgentTicketBulk###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Sets the ticket type in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'TicketType'} = '1';
6.27.3. Ticket::Frontend::AgentTicketBulk###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
1
0
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Owner'} = '1';
6.27.4. Ticket::Frontend::AgentTicketBulk###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
1
0
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Responsible'} = '1';
6.27.5. Ticket::Frontend::AgentTicketBulk###State
Description:
Group:
SubGroup:
Valid:
Required:
1
0
If a note is added by an agent, sets the state of a ticket in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
494
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'State'} = '1';
6.27.6. Ticket::Frontend::AgentTicketBulk###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
1
1
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
6.27.7. Ticket::Frontend::AgentTicketBulk###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after adding a note, in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
0
0
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'StateDefault'} =
'open';
6.27.8. Ticket::Frontend::AgentTicketBulk###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket bulk screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewBulk
1
0
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Priority'} = '1';
6.27.9. Ticket::Frontend::AgentTicketBulk###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket bulk screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewBulk
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'PriorityDefault'} =
'3 normal';
495
6.27.10. Ticket::Frontend::AgentTicketBulk###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket bulk screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewBulk
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'ArticleTypeDefault'}
= 'note-internal';
6.27.11. Ticket::Frontend::AgentTicketBulk###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the different note types that will be used in the system.
Ticket
Frontend::Agent::Ticket::ViewBulk
1
0
$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
6.28. Frontend::Agent::Ticket::ViewClose
6.28.1. Ticket::Frontend::AgentTicketClose###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the close ticket screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
1
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Permission'} =
'close';
6.28.2. Ticket::Frontend::AgentTicketClose###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RequiredLock'} =
'1';
496
6.28.3. Ticket::Frontend::AgentTicketClose###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket type in the close ticket screen of the agent interface
(Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'TicketType'} = '0';
6.28.4. Ticket::Frontend::AgentTicketClose###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the service in the close ticket screen of the agent interface
(Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Service'} = '0';
6.28.5. Ticket::Frontend::AgentTicketClose###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket close screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Queue'} = '0';
6.28.6. Ticket::Frontend::AgentTicketClose###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Owner'} = '0';
6.28.7. Ticket::Frontend::AgentTicketClose###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewClose
1
497
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'OwnerMandatory'} =
'0';
6.28.8. Ticket::Frontend::AgentTicketClose###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Responsible'} =
'0';
6.28.9. Ticket::Frontend::AgentTicketClose###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If a note is added by an agent, sets the state of a ticket in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'State'} = '1';
6.28.10. Ticket::Frontend::AgentTicketClose###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the next state of a ticket after adding a note, in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'StateType'} = [
'closed'
];
6.28.11. Ticket::Frontend::AgentTicketClose###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after adding a note, in the close ticket screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'StateDefault'} =
'closed successful';
498
6.28.12. Ticket::Frontend::AgentTicketClose###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Note'} = '1';
6.28.13. Ticket::Frontend::AgentTicketClose###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for notes added in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Subject'} =
'$Text{"Close"}';
6.28.14. Ticket::Frontend::AgentTicketClose###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default body text for notes added in the close ticket screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Body'} = '';
6.28.15. Ticket::Frontend::AgentTicketClose###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the involved agents on this ticket, in the close ticket screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'InvolvedAgent'} =
'0';
6.28.16. Ticket::Frontend::AgentTicketClose###InformAgent
Description: 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.
499
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'InformAgent'} =
'0';
6.28.17. Ticket::Frontend::AgentTicketClose###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypeDefault'}
= 'note-internal';
6.28.18. Ticket::Frontend::AgentTicketClose###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
1
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
6.28.19. Ticket::Frontend::AgentTicketClose###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the close ticket screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Priority'} = '0';
6.28.20. Ticket::Frontend::AgentTicketClose###PriorityDefault
Description: Defines the default ticket priority in the close ticket screen of the agent interface.
500
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'PriorityDefault'} =
'3 normal';
6.28.21. Ticket::Frontend::AgentTicketClose###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Shows the title fields in the close ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Title'} = '0';
6.28.22. Ticket::Frontend::AgentTicketClose###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the close ticket screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'HistoryType'} =
'AddNote';
6.28.23. Ticket::Frontend::AgentTicketClose###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the close ticket screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewClose
1
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'HistoryComment'} =
'%%Close';
6.28.24. Ticket::Frontend::AgentTicketClose###DynamicField
Description:
Group:
SubGroup:
Valid:
Dynamic fields shown in the ticket close screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewClose
1
501
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'DynamicField'} =
{};
6.28.25. Ticket::Frontend::AgentTicketClose###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RichTextWidth'} =
'620';
6.28.26. Ticket::Frontend::AgentTicketClose###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewClose
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'RichTextHeight'} =
'100';
6.29. Frontend::Agent::Ticket::ViewCompose
6.29.1. Ticket::Frontend::AgentTicketCompose###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Required permissions to use the ticket compose screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'Permission'} =
'compose';
6.29.2. Ticket::Frontend::AgentTicketCompose###RequiredLock
Description:
Group:
SubGroup:
Valid:
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).
Ticket
Frontend::Agent::Ticket::ViewCompose
1
502
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'RequiredLock'} =
'1';
6.29.3. Ticket::Frontend::AgentTicketCompose###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} =
'open';
6.29.4. Ticket::Frontend::AgentTicketCompose###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateType'} = [
'open',
'closed',
'pending auto',
'pending reminder'
];
6.29.5. Ticket::Frontend::AgentTicketCompose###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the different article types that will be used in the system.
Ticket
Frontend::Agent::Ticket::ViewCompose
1
0
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'ArticleTypes'} =
[
'email-external',
'email-internal'
];
6.29.6. Ticket::Frontend::ResponseFormat
Description:
Group:
Defines the format of responses in the ticket compose screen of the agent interface ($QData{"OrigFrom"} is From 1:1,
$QData{"OrigFromName"} is only realname of From).
Ticket
503
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewCompose
1
1
$Self->{'Ticket::Frontend::ResponseFormat'} = '$QData{"Salutation"}
$QData{"StdResponse"}
$QData{"Signature"}
$TimeShort{"$QData{"Created"}"} - $QData{"OrigFromName"}
$Text{"wrote"}:
$QData{"Body"}
';
6.29.7. Ticket::Frontend::Quote
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Defines the used character for email quotes in the ticket compose screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::Quote'} = '>';
6.29.8. Ticket::Frontend::ComposeAddCustomerAddress
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
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.
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::ComposeAddCustomerAddress'} = '1';
6.29.9. Ticket::Frontend::ComposeReplaceSenderAddress
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::ComposeReplaceSenderAddress'} = '0';
6.29.10. Ticket::Frontend::ComposeExcludeCcRecipients
Description: Uses Cc recipients in reply Cc list on compose an email answer in the ticket compose screen of the agent interface.
504
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::Ticket::ViewCompose
$Self->{'Ticket::Frontend::ComposeExcludeCcRecipients'} = '0';
6.29.11. Ticket::Frontend::AgentTicketCompose###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket compose screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewCompose
1
0
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'DynamicField'} =
{};
6.30. Frontend::Agent::Ticket::ViewCustomer
6.30.1. Ticket::Frontend::AgentTicketCustomer###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to change the customer of a ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewCustomer
1
1
$Self->{'Ticket::Frontend::AgentTicketCustomer'}->{'Permission'} =
'customer';
6.30.2. Ticket::Frontend::AgentTicketCustomer###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
1
0
Ticket
Frontend::Agent::Ticket::ViewCustomer
$Self->{'Ticket::Frontend::AgentTicketCustomer'}->{'RequiredLock'} =
'0';
6.31. Frontend::Agent::Ticket::ViewEmailNew
6.31.1. Ticket::Frontend::AgentTicketEmail###Priority
Description: Sets the default priority for new email tickets in the agent interface.
505
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Priority'} = '3
normal';
6.31.2. Ticket::Frontend::AgentTicketEmail###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default article type for new email tickets in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'ArticleType'} =
'email-external';
6.31.3. Ticket::Frontend::AgentTicketEmail###SenderType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default sender type for new email tickets in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'SenderType'} =
'agent';
6.31.4. Ticket::Frontend::AgentTicketEmail###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for new email tickets (e.g. 'email Outbound') in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Subject'} = '';
6.31.5. Ticket::Frontend::AgentTicketEmail###Body
Description:
Group:
SubGroup:
Valid:
Sets the default text for new email tickets in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEmailNew
1
506
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Body'} = '';
6.31.6. Ticket::Frontend::AgentTicketEmail###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default next ticket state, after the creation of an email ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEmailNew
1
1
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} =
'open';
6.31.7. Ticket::Frontend::AgentTicketEmail###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the next possible ticket states, after the creation of a new email ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEmailNew
1
1
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
6.31.8. Ticket::Frontend::AgentTicketEmail###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the email ticket screen action, which gets used for ticket history in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'HistoryType'} =
'EmailAgent';
6.31.9. Ticket::Frontend::AgentTicketEmail###HistoryComment
Description:
Group:
SubGroup:
Valid:
Defines the history comment for the email ticket screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEmailNew
1
507
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'HistoryComment'} =
'';
6.31.10. Ticket::Frontend::AgentTicketEmail###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket email screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
1
0
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'DynamicField'} =
{};
6.31.11. Ticket::Frontend::AgentTicketEmail###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewEmailNew
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'RichTextWidth'} =
'620';
6.31.12. Ticket::Frontend::AgentTicketEmail###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewEmailNew
1
0
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'RichTextHeight'} =
'320';
6.32. Frontend::Agent::Ticket::ViewEscalation
6.32.1. Ticket::Frontend::AgentTicketEscalationView###TicketPermission
Description:
Group:
SubGroup:
Valid:
Defines the required permission to show a ticket in the escalation view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEscalation
1
508
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}-
>{'TicketPermission'} = 'rw';
6.32.2. Ticket::Frontend::AgentTicketEscalationView###ViewableTicketsPage
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows all open tickets (even if they are locked) in the escalation view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEscalation
1
1
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}-
>{'ViewableTicketsPage'} = '50';
6.32.3. Ticket::Frontend::AgentTicketEscalationView###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting in the escalation view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewEscalation
1
1
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}-
>{'SortBy::Default'} = 'EscalationTime';
6.32.4. Ticket::Frontend::AgentTicketEscalationView###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top.
Ticket
Frontend::Agent::Ticket::ViewEscalation
1
1
$Self->{'Ticket::Frontend::AgentTicketEscalationView'}-
>{'Order::Default'} = 'Up';
6.33. Frontend::Agent::Ticket::ViewForward
6.33.1. Ticket::Frontend::AgentTicketForward###Permission
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Required permissions to use the ticket forward screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewForward
509
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'Permission'} =
'forward';
6.33.2. Ticket::Frontend::AgentTicketForward###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
Ticket
Frontend::Agent::Ticket::ViewForward
1
0
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RequiredLock'} =
'1';
6.33.3. Ticket::Frontend::AgentTicketForward###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after being forwarded, in the ticket forward screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewForward
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'StateDefault'} =
'closed successful';
6.33.4. Ticket::Frontend::AgentTicketForward###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next possible states after forwarding a ticket in the ticket forward screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewForward
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
6.33.5. Ticket::Frontend::AgentTicketForward###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Defines the default type of forwarded message in the ticket forward screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewForward
1
510
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketForward'}-
>{'ArticleTypeDefault'} = 'email-external';
6.33.6. Ticket::Frontend::AgentTicketForward###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the different article types that will be used in the system.
Ticket
Frontend::Agent::Ticket::ViewForward
1
0
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'ArticleTypes'} =
[
'email-external',
'email-internal'
];
6.33.7. Ticket::Frontend::AgentTicketForward###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket forward screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
1
0
Ticket
Frontend::Agent::Ticket::ViewForward
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'DynamicField'} =
{};
6.33.8. Ticket::Frontend::AgentTicketForward###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewForward
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RichTextWidth'} =
'620';
6.33.9. Ticket::Frontend::AgentTicketForward###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewForward
511
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketForward'}->{'RichTextHeight'} =
'100';
6.34. Frontend::Agent::Ticket::ViewFreeText
6.34.1. Ticket::Frontend::AgentTicketFreeText###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Required permissions to use the ticket free text screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Permission'} =
'rw';
6.34.2. Ticket::Frontend::AgentTicketFreeText###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RequiredLock'} =
'0';
6.34.3. Ticket::Frontend::AgentTicketFreeText###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket type in the ticket free text screen of the agent interface (Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'TicketType'} =
'1';
6.34.4. Ticket::Frontend::AgentTicketFreeText###Service
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Sets the service in the ticket free text screen of the agent interface
(Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewFreeText
512
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Service'} = '1';
6.34.5. Ticket::Frontend::AgentTicketFreeText###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket free text screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Queue'} = '0';
6.34.6. Ticket::Frontend::AgentTicketFreeText###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Owner'} = '0';
6.34.7. Ticket::Frontend::AgentTicketFreeText###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'OwnerMandatory'}
= '0';
6.34.8. Ticket::Frontend::AgentTicketFreeText###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Responsible'} =
'0';
6.34.9. Ticket::Frontend::AgentTicketFreeText###State
Description: If a note is added by an agent, sets the state of a ticket in the ticket free text screen of the agent interface.
513
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'State'} = '0';
6.34.10. Ticket::Frontend::AgentTicketFreeText###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
1
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
6.34.11. Ticket::Frontend::AgentTicketFreeText###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after adding a note, in the ticket free text screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'StateDefault'} =
'open';
6.34.12. Ticket::Frontend::AgentTicketFreeText###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket free text screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Note'} = '0';
6.34.13. Ticket::Frontend::AgentTicketFreeText###Subject
Description:
Group:
Defines the default subject of a note in the ticket free text screen of the agent interface.
Ticket
514
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Subject'} =
'$Text{"Note"}';
6.34.14. Ticket::Frontend::AgentTicketFreeText###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default body of a note in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Body'} = '';
6.34.15. Ticket::Frontend::AgentTicketFreeText###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the involved agents on this ticket, in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
0
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'InvolvedAgent'} =
'0';
6.34.16. Ticket::Frontend::AgentTicketFreeText###InformAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewFreeText
0
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'InformAgent'} =
'0';
6.34.17. Ticket::Frontend::AgentTicketFreeText###ArticleTypeDefault
Description:
Group:
SubGroup:
Defines the default type of the note in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
515
Valid:
Required:
Config-Setting:
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}-
>{'ArticleTypeDefault'} = 'note-internal';
6.34.18. Ticket::Frontend::AgentTicketFreeText###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'ArticleTypes'} =
{
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
6.34.19. Ticket::Frontend::AgentTicketFreeText###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket free text screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewFreeText
0
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Priority'} =
'0';
6.34.20. Ticket::Frontend::AgentTicketFreeText###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket free text screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'PriorityDefault'}
= '3 normal';
6.34.21. Ticket::Frontend::AgentTicketFreeText###Title
Description:
Group:
Shows the title fields in the ticket free text screen of the agent interface.
Ticket
516
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Title'} = '1';
6.34.22. Ticket::Frontend::AgentTicketFreeText###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket free text screen action, which gets used for ticket history.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'HistoryType'} =
'AddNote';
6.34.23. Ticket::Frontend::AgentTicketFreeText###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket free text screen action, which gets used for ticket history.
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'HistoryComment'}
= '%%FreeText';
6.34.24. Ticket::Frontend::AgentTicketFreeText###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket free text screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
1
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'DynamicField'} =
{};
6.34.25. Ticket::Frontend::AgentTicketFreeText###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewFreeText
1
517
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RichTextWidth'} =
'620';
6.34.26. Ticket::Frontend::AgentTicketFreeText###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewFreeText
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'RichTextHeight'}
= '100';
6.35. Frontend::Agent::Ticket::ViewHistory
6.35.1. Ticket::Frontend::HistoryOrder
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows the ticket history (reverse ordered) in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewHistory
$Self->{'Ticket::Frontend::HistoryOrder'} = 'normal';
6.36. Frontend::Agent::Ticket::ViewMailbox
6.36.1. Ticket::Frontend::AgentTicketLockedView###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting in the locked ticket view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMailbox
1
1
$Self->{'Ticket::Frontend::AgentTicketLockedView'}-
>{'SortBy::Default'} = 'Age';
6.36.2. Ticket::Frontend::AgentTicketLockedView###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Defines the default ticket order in the ticket locked view of the agent interface. Up: oldest on top. Down: latest on top.
Ticket
Frontend::Agent::Ticket::ViewMailbox
518
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketLockedView'}-
>{'Order::Default'} = 'Up';
6.36.3. Ticket::Frontend::AgentTicketResponsibleView###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting in the responsible view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMailbox
1
1
$Self->{'Ticket::Frontend::AgentTicketResponsibleView'}-
>{'SortBy::Default'} = 'Age';
6.36.4. Ticket::Frontend::AgentTicketResponsibleView###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket order in the responsible view of the agent interface. Up: oldest on top. Down: latest on top.
1
1
Ticket
Frontend::Agent::Ticket::ViewMailbox
$Self->{'Ticket::Frontend::AgentTicketResponsibleView'}-
>{'Order::Default'} = 'Up';
6.36.5. Ticket::Frontend::AgentTicketWatchView###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting in the watch view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMailbox
1
1
$Self->{'Ticket::Frontend::AgentTicketWatchView'}-
>{'SortBy::Default'} = 'Age';
6.36.6. Ticket::Frontend::AgentTicketWatchView###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket order in the watch view of the agent interface. Up: oldest on top. Down: latest on top.
1
1
Ticket
Frontend::Agent::Ticket::ViewMailbox
$Self->{'Ticket::Frontend::AgentTicketWatchView'}->{'Order::Default'}
= 'Up';
519
6.37. Frontend::Agent::Ticket::ViewMerge
6.37.1. Ticket::Frontend::AgentTicketMerge###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMerge
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'Permission'} =
'rw';
6.37.2. Ticket::Frontend::AgentTicketMerge###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
Ticket
Frontend::Agent::Ticket::ViewMerge
1
0
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RequiredLock'} =
'1';
6.37.3. Ticket::Frontend::MergeText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
When tickets are merged, the customer can be informed per email by setting the check box "Inform Sender". In this text area, you
1
1 can define a pre-formatted text which can later be modified by the agents.
Ticket
Frontend::Agent::Ticket::ViewMerge
$Self->{'Ticket::Frontend::MergeText'} = 'Your email with ticket
number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".';
6.37.4. Ticket::Frontend::AutomaticMergeText
Description:
Group:
SubGroup:
Valid:
When tickets are merged, a note will be added automatically to the ticket which is no longer active. In this text area you can define this text (This text cannot be changed by the agent).
Ticket
Frontend::Agent::Ticket::ViewMerge
1
520
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AutomaticMergeText'} = 'Merged Ticket
<OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>.';
6.37.5. Ticket::Frontend::AgentTicketMerge###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewMerge
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RichTextWidth'} =
'620';
6.37.6. Ticket::Frontend::AgentTicketMerge###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewMerge
1
0
$Self->{'Ticket::Frontend::AgentTicketMerge'}->{'RichTextHeight'} =
'100';
6.38. Frontend::Agent::Ticket::ViewMove
6.38.1. Ticket::Frontend::MoveType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewMove
1
1
$Self->{'Ticket::Frontend::MoveType'} = 'form';
6.38.2. Ticket::Frontend::AgentTicketMove###State
Description:
Group:
SubGroup:
Valid:
Allows to set a new ticket state in the move ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMove
1
521
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'State'} = '1';
6.38.3. Ticket::DefaultNextMoveStateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMove
1
1
$Self->{'Ticket::DefaultNextMoveStateType'} = [
'open',
'closed'
];
6.38.4. Ticket::Frontend::AgentTicketMove###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the move ticket screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMove
0
0
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Priority'} = '0';
6.38.5. Ticket::Frontend::AgentTicketMove###NextScreen
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the next screen after the ticket is moved.
LastScreenOverview will return to search results, queueview, dashboard or the like, LastScreenView will return to TicketZoom.
Ticket
Frontend::Agent::Ticket::ViewMove
1
1
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'NextScreen'} =
'LastScreenView';
6.38.6. Ticket::Frontend::AgentTicketMove###Subject
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Sets the default subject for notes added in the ticket move screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMove
522
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Subject'} =
'$Text{"Change Queue"}';
6.38.7. Ticket::Frontend::AgentTicketMove###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default body text for notes added in the ticket move screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewMove
1
0
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'Body'} = '';
6.38.8. Ticket::Frontend::AgentTicketMove###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket move screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewMove
1
0
$Self->{'Ticket::Frontend::AgentTicketMove'}->{'DynamicField'} = {};
6.39. Frontend::Agent::Ticket::ViewNote
6.39.1. Ticket::Frontend::AgentTicketNote###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket note screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
1
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Permission'} =
'note';
6.39.2. Ticket::Frontend::AgentTicketNote###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
1
0
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).
Ticket
Frontend::Agent::Ticket::ViewNote
523
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RequiredLock'} =
'0';
6.39.3. Ticket::Frontend::AgentTicketNote###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket type in the ticket note screen of the agent interface
(Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'TicketType'} = '0';
6.39.4. Ticket::Frontend::AgentTicketNote###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the service in the ticket note screen of the agent interface
(Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Service'} = '0';
6.39.5. Ticket::Frontend::AgentTicketNote###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Queue'} = '0';
6.39.6. Ticket::Frontend::AgentTicketNote###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Owner'} = '0';
6.39.7. Ticket::Frontend::AgentTicketNote###OwnerMandatory
Description: Sets if ticket owner must be selected by the agent.
524
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'OwnerMandatory'} =
'0';
6.39.8. Ticket::Frontend::AgentTicketNote###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket note screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Responsible'} = '0';
6.39.9. Ticket::Frontend::AgentTicketNote###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If a note is added by an agent, sets the state of a ticket in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'State'} = '0';
6.39.10. Ticket::Frontend::AgentTicketNote###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'StateType'} = [
'open',
'closed',
'pending reminder',
'pending auto'
];
6.39.11. Ticket::Frontend::AgentTicketNote###StateDefault
Description:
Group:
Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface.
Ticket
525
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewNote
0
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'StateDefault'} =
'open';
6.39.12. Ticket::Frontend::AgentTicketNote###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Note'} = '1';
6.39.13. Ticket::Frontend::AgentTicketNote###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for notes added in the ticket note screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Subject'} =
'$Text{"Note"}';
6.39.14. Ticket::Frontend::AgentTicketNote###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Sets the default body text for notes added in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Body'} = '';
6.39.15. Ticket::Frontend::AgentTicketNote###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'InvolvedAgent'} =
'0';
526
6.39.16. Ticket::Frontend::AgentTicketNote###InformAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewNote
0
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'InformAgent'} = '0';
6.39.17. Ticket::Frontend::AgentTicketNote###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'ArticleTypeDefault'}
= 'note-internal';
6.39.18. Ticket::Frontend::AgentTicketNote###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'ArticleTypes'} = {
'note-external' => '1',
'note-internal' => '1',
'note-report' => '0'
};
6.39.19. Ticket::Frontend::AgentTicketNote###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
0
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Priority'} = '0';
527
6.39.20. Ticket::Frontend::AgentTicketNote###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
0
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'PriorityDefault'} =
'3 normal';
6.39.21. Ticket::Frontend::AgentTicketNote###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Shows the title fields in the ticket note screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Title'} = '0';
6.39.22. Ticket::Frontend::AgentTicketNote###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'HistoryType'} =
'AddNote';
6.39.23. Ticket::Frontend::AgentTicketNote###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'HistoryComment'} =
'%%Note';
6.39.24. Ticket::Frontend::AgentTicketNote###DynamicField
Description: Dynamic fields shown in the ticket note screen of the agent interface.
Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
528
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'DynamicField'} = {};
6.39.25. Ticket::Frontend::AgentTicketNote###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewNote
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RichTextWidth'} =
'620';
6.39.26. Ticket::Frontend::AgentTicketNote###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewNote
1
0
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'RichTextHeight'} =
'100';
6.40. Frontend::Agent::Ticket::ViewOwner
6.40.1. Ticket::Frontend::AgentTicketOwner###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
1
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Permission'} =
'owner';
6.40.2. Ticket::Frontend::AgentTicketOwner###RequiredLock
Description: 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).
529
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RequiredLock'} =
'0';
6.40.3. Ticket::Frontend::AgentTicketOwner###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Sets the ticket type in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'TicketType'} = '0';
6.40.4. Ticket::Frontend::AgentTicketOwner###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the service in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Service'} = '0';
6.40.5. Ticket::Frontend::AgentTicketOwner###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Queue'} = '0';
6.40.6. Ticket::Frontend::AgentTicketOwner###Owner
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
530
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Owner'} = '1';
6.40.7. Ticket::Frontend::AgentTicketOwner###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'OwnerMandatory'} =
'1';
6.40.8. Ticket::Frontend::AgentTicketOwner###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Responsible'} =
'0';
6.40.9. Ticket::Frontend::AgentTicketOwner###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
If a note is added by an agent, sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'State'} = '0';
6.40.10. Ticket::Frontend::AgentTicketOwner###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
1
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'StateType'} = [
'open',
'pending reminder',
'pending auto'
];
531
6.40.11. Ticket::Frontend::AgentTicketOwner###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'StateDefault'} =
'open';
6.40.12. Ticket::Frontend::AgentTicketOwner###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Note'} = '1';
6.40.13. Ticket::Frontend::AgentTicketOwner###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Subject'} =
'$Text{"Owner Update"}!';
6.40.14. Ticket::Frontend::AgentTicketOwner###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Body'} = '';
6.40.15. Ticket::Frontend::AgentTicketOwner###InvolvedAgent
Description:
Group:
Shows a list of all the involved agents on this ticket, in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
532
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewOwner
0
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'InvolvedAgent'} =
'0';
6.40.16. Ticket::Frontend::AgentTicketOwner###InformAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewOwner
0
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'InformAgent'} =
'0';
6.40.17. Ticket::Frontend::AgentTicketOwner###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket owner screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'ArticleTypeDefault'}
= 'note-internal';
6.40.18. Ticket::Frontend::AgentTicketOwner###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'ArticleTypes'} = {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
6.40.19. Ticket::Frontend::AgentTicketOwner###Priority
Description: Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface.
533
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Priority'} = '0';
6.40.20. Ticket::Frontend::AgentTicketOwner###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
0
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'PriorityDefault'} =
'3 normal';
6.40.21. Ticket::Frontend::AgentTicketOwner###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the title fields in the ticket owner screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Title'} = '0';
6.40.22. Ticket::Frontend::AgentTicketOwner###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket owner screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'HistoryType'} =
'AddNote';
6.40.23. Ticket::Frontend::AgentTicketOwner###HistoryComment
Description:
Group:
SubGroup:
Valid:
Defines the history comment for the ticket owner screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewOwner
1
534
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'HistoryComment'} =
'%%Owner';
6.40.24. Ticket::Frontend::AgentTicketOwner###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket owner screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'DynamicField'} =
{};
6.40.25. Ticket::Frontend::AgentTicketOwner###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewOwner
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RichTextWidth'} =
'620';
6.40.26. Ticket::Frontend::AgentTicketOwner###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewOwner
1
0
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'RichTextHeight'} =
'100';
6.41. Frontend::Agent::Ticket::ViewPending
6.41.1. Ticket::Frontend::AgentTicketPending###Permission
Description:
Group:
SubGroup:
Valid:
Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
535
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Permission'} =
'pending';
6.41.2. Ticket::Frontend::AgentTicketPending###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RequiredLock'} =
'1';
6.41.3. Ticket::Frontend::AgentTicketPending###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket type in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'TicketType'} =
'0';
6.41.4. Ticket::Frontend::AgentTicketPending###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Sets the service in the ticket pending screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Service'} = '0';
6.41.5. Ticket::Frontend::AgentTicketPending###Queue
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Sets the queue in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
536
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Queue'} = '0';
6.41.6. Ticket::Frontend::AgentTicketPending###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket pending screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Owner'} = '0';
6.41.7. Ticket::Frontend::AgentTicketPending###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'OwnerMandatory'} =
'0';
6.41.8. Ticket::Frontend::AgentTicketPending###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Responsible'} =
'0';
6.41.9. Ticket::Frontend::AgentTicketPending###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If a note is added by an agent, sets the state of the ticket in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'State'} = '1';
6.41.10. Ticket::Frontend::AgentTicketPending###StateType
Description: Defines the next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.
537
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'StateType'} = [
'pending reminder',
'pending auto'
];
6.41.11. Ticket::Frontend::AgentTicketPending###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'StateDefault'} =
'pending reminder';
6.41.12. Ticket::Frontend::AgentTicketPending###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Note'} = '1';
6.41.13. Ticket::Frontend::AgentTicketPending###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Subject'} =
'$Text{"Pending"}!';
6.41.14. Ticket::Frontend::AgentTicketPending###Body
Description:
Group:
Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
538
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Body'} = '';
6.41.15. Ticket::Frontend::AgentTicketPending###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the involved agents on this ticket, in the ticket pending screen of a zoomed ticket in the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'InvolvedAgent'} =
'0';
6.41.16. Ticket::Frontend::AgentTicketPending###InformAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be
0
0 informed about this note, in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'InformAgent'} =
'0';
6.41.17. Ticket::Frontend::AgentTicketPending###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}-
>{'ArticleTypeDefault'} = 'note-internal';
6.41.18. Ticket::Frontend::AgentTicketPending###ArticleTypes
Description:
Group:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Ticket
539
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'ArticleTypes'} =
{
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
6.41.19. Ticket::Frontend::AgentTicketPending###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket pending screen of a zoomed ticket in the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Priority'} = '0';
6.41.20. Ticket::Frontend::AgentTicketPending###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
0
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'PriorityDefault'}
= '3 normal';
6.41.21. Ticket::Frontend::AgentTicketPending###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the title fields in the ticket pending screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Title'} = '0';
6.41.22. Ticket::Frontend::AgentTicketPending###HistoryType
Description:
Group:
SubGroup:
Defines the history type for the ticket pending screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
540
Valid:
Required:
Config-Setting:
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'HistoryType'} =
'AddNote';
6.41.23. Ticket::Frontend::AgentTicketPending###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket pending screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'HistoryComment'} =
'%%Pending';
6.41.24. Ticket::Frontend::AgentTicketPending###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket pending screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewPending
1
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'DynamicField'} =
{};
6.41.25. Ticket::Frontend::AgentTicketPending###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPending
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RichTextWidth'} =
'620';
6.41.26. Ticket::Frontend::AgentTicketPending###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewPending
1
541
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'RichTextHeight'} =
'100';
6.42. Frontend::Agent::Ticket::ViewPhoneInbound
6.42.1. Ticket::Frontend::AgentTicketPhoneInbound###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket phone inbound screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Permission'}
= 'phone';
6.42.2. Ticket::Frontend::AgentTicketPhoneInbound###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}-
>{'RequiredLock'} = '0';
6.42.3. Ticket::Frontend::AgentTicketPhoneInbound###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket phone inbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'ArticleType'}
= 'phone';
6.42.4. Ticket::Frontend::AgentTicketPhoneInbound###SenderType
Description:
Group:
SubGroup:
Valid:
Defines the default sender type for phone tickets in the ticket phone inbound screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
1
542
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'SenderType'}
= 'customer';
6.42.5. Ticket::Frontend::AgentTicketPhoneInbound###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default subject for phone tickets in the ticket phone inbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Subject'} =
'$Text{"Phone call"}!';
6.42.6. Ticket::Frontend::AgentTicketPhoneInbound###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default note body text for phone tickets in the ticket phone inbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'Body'} = '';
6.42.7. Ticket::Frontend::AgentTicketPhoneInbound###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket next state after adding a phone note in the ticket phone inbound screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} =
'open';
6.42.8. Ticket::Frontend::AgentTicketPhoneInbound###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Next possible ticket states after adding a phone note in the ticket phone inbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'StateType'} =
[
543
'open',
'pending auto',
'pending reminder',
'closed'
];
6.42.9. Ticket::Frontend::AgentTicketPhoneInbound###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'HistoryType'}
= 'PhoneCallCustomer';
6.42.10. Ticket::Frontend::AgentTicketPhoneInbound###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket phone inbound screen action, which gets used for ticket history in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}-
>{'HistoryComment'} = '';
6.42.11. Ticket::Frontend::AgentTicketPhoneInbound###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket phone inbound screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
1
0
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}-
>{'DynamicField'} = {};
6.42.12. Ticket::Frontend::AgentTicketPhoneInbound###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
544
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}-
>{'RichTextWidth'} = '620';
6.42.13. Ticket::Frontend::AgentTicketPhoneInbound###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneInbound
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}-
>{'RichTextHeight'} = '320';
6.43. Frontend::Agent::Ticket::ViewPhoneNew
6.43.1. Ticket::Frontend::AgentTicketPhone###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default priority for new phone tickets in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
1
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Priority'} = '3
normal';
6.43.2. Ticket::Frontend::AgentTicketPhone###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default article type for new phone tickets in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'ArticleType'} =
'phone';
6.43.3. Ticket::Frontend::AgentTicketPhone###SenderType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default sender type for new phone ticket in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SenderType'} =
'customer';
545
6.43.4. Ticket::Frontend::AgentTicketPhone::AllowMultipleFrom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Controls if more than one from entry can be set in the new phone ticket in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone::AllowMultipleFrom'} =
'1';
6.43.5. Ticket::Frontend::AgentTicketPhone###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for new phone tickets (e.g. 'Phone call') in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
1
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Subject'} = '';
6.43.6. Ticket::Frontend::AgentTicketPhone###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default note text for new telephone tickets. E.g 'New ticket via call' in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
1
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Body'} = '';
6.43.7. Ticket::Frontend::AgentTicketPhone###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default next state for new phone tickets in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
1
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} =
'open';
6.43.8. Ticket::Frontend::AgentTicketPhone###StateType
Description:
Group:
Determines the next possible ticket states, after the creation of a new phone ticket in the agent interface.
Ticket
546
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewPhoneNew
1
1
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateType'} = [
'open',
'pending auto',
'pending reminder',
'closed'
];
6.43.9. Ticket::Frontend::AgentTicketPhone###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the phone ticket screen action, which gets used for ticket history in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'HistoryType'} =
'PhoneCallCustomer';
6.43.10. Ticket::Frontend::AgentTicketPhone###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the phone ticket screen action, which gets used for ticket history in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'HistoryComment'} =
'';
6.43.11. Ticket::Frontend::AgentTicketPhone###SplitLinkType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default link type of splitted tickets in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
0
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SplitLinkType'} = {
'Direction' => 'Target',
'LinkType' => 'ParentChild'
};
6.43.12. Ticket::Frontend::AgentTicketPhone###DynamicField
Description: Dynamic fields shown in the ticket phone screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
547
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'DynamicField'} =
{};
6.43.13. Ticket::Frontend::AgentTicketPhone###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'RichTextWidth'} =
'620';
6.43.14. Ticket::Frontend::AgentTicketPhone###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
Ticket
Frontend::Agent::Ticket::ViewPhoneNew
1
0
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'RichTextHeight'} =
'320';
6.44. Frontend::Agent::Ticket::ViewPhoneOutbound
6.44.1. Ticket::Frontend::AgentTicketPhoneOutbound###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket phone outbound screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Permission'}
= 'phone';
6.44.2. Ticket::Frontend::AgentTicketPhoneOutbound###RequiredLock
Description:
Group:
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).
Ticket
548
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewPhoneOutbound
1
0
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'RequiredLock'} = '1';
6.44.3. Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket phone outbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'ArticleType'} = 'phone';
6.44.4. Ticket::Frontend::AgentTicketPhoneOutbound###SenderType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default sender type for phone tickets in the ticket phone outbound screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'SenderType'}
= 'agent';
6.44.5. Ticket::Frontend::AgentTicketPhoneOutbound###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default subject for phone tickets in the ticket phone outbound screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Subject'} =
'$Text{"Phone call"}!';
6.44.6. Ticket::Frontend::AgentTicketPhoneOutbound###Body
Description:
Group:
SubGroup:
Valid:
Defines the default note body text for phone tickets in the ticket phone outbound screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
549
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'Body'} =
'';
6.44.7. Ticket::Frontend::AgentTicketPhoneOutbound###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket next state after adding a phone note in the ticket phone outbound screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
0
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} =
'closed successful';
6.44.8. Ticket::Frontend::AgentTicketPhoneOutbound###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Next possible ticket states after adding a phone note in the ticket phone outbound screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'StateType'}
= [
'open',
'pending auto',
'pending reminder',
'closed'
];
6.44.9. Ticket::Frontend::AgentTicketPhoneOutbound###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'HistoryType'} = 'PhoneCallAgent';
6.44.10. Ticket::Frontend::AgentTicketPhoneOutbound###HistoryComment
Description:
Group:
SubGroup:
Valid:
Defines the history comment for the ticket phone outbound screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
550
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'HistoryComment'} = '';
6.44.11. Ticket::Frontend::AgentTicketPhoneOutbound###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket phone outbound screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 =
Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
1
0
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'DynamicField'} = {};
6.44.12. Ticket::Frontend::AgentTicketPhoneOutbound###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'RichTextWidth'} = '620';
6.44.13. Ticket::Frontend::AgentTicketPhoneOutbound###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPhoneOutbound
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}-
>{'RichTextHeight'} = '320';
6.45. Frontend::Agent::Ticket::ViewPrint
6.45.1. Ticket::Frontend::AgentTicketPrint###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Dynamic fields shown in the ticket print screen of the agent interface.
Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Agent::Ticket::ViewPrint
551
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketPrint'}->{'DynamicField'} =
{};
6.46. Frontend::Agent::Ticket::ViewPriority
6.46.1. Ticket::Frontend::AgentTicketPriority###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
1
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Permission'} =
'priority';
6.46.2. Ticket::Frontend::AgentTicketPriority###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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
1
0 ticket gets locked and the current agent will be set automatically as its owner).
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RequiredLock'} =
'1';
6.46.3. Ticket::Frontend::AgentTicketPriority###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket type in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'TicketType'} =
'0';
6.46.4. Ticket::Frontend::AgentTicketPriority###Service
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Sets the service in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewPriority
552
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Service'} = '0';
6.46.5. Ticket::Frontend::AgentTicketPriority###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket priority screen of a zoomed ticket in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Queue'} = '0';
6.46.6. Ticket::Frontend::AgentTicketPriority###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Owner'} = '0';
6.46.7. Ticket::Frontend::AgentTicketPriority###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'OwnerMandatory'}
= '0';
6.46.8. Ticket::Frontend::AgentTicketPriority###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Responsible'} =
'0';
6.46.9. Ticket::Frontend::AgentTicketPriority###State
Description: If a note is added by an agent, sets the state of the ticket in the ticket priority screen of a zoomed ticket in the agent interface.
553
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'State'} = '0';
6.46.10. Ticket::Frontend::AgentTicketPriority###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
1
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'StateType'} = [
'open',
'pending reminder',
'pending auto'
];
6.46.11. Ticket::Frontend::AgentTicketPriority###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'StateDefault'} =
'open';
6.46.12. Ticket::Frontend::AgentTicketPriority###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Note'} = '1';
6.46.13. Ticket::Frontend::AgentTicketPriority###Subject
Description:
Group:
SubGroup:
Sets the default subject for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
554
Valid:
Required:
Config-Setting:
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Subject'} =
'$Text{"Priority Update"}!';
6.46.14. Ticket::Frontend::AgentTicketPriority###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default body text for notes added in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Body'} = '';
6.46.15. Ticket::Frontend::AgentTicketPriority###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the involved agents on this ticket, in the ticket priority screen of a zoomed ticket in the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'InvolvedAgent'} =
'0';
6.46.16. Ticket::Frontend::AgentTicketPriority###InformAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Agent::Ticket::ViewPriority
0
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'InformAgent'} =
'0';
6.46.17. Ticket::Frontend::AgentTicketPriority###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
1
0
Defines the default type of the note in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
555
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketPriority'}-
>{'ArticleTypeDefault'} = 'note-internal';
6.46.18. Ticket::Frontend::AgentTicketPriority###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'ArticleTypes'} =
{
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
6.46.19. Ticket::Frontend::AgentTicketPriority###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Priority'} =
'1';
6.46.20. Ticket::Frontend::AgentTicketPriority###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket priority in the ticket priority screen of a zoomed ticket in the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'PriorityDefault'}
= '3 normal';
6.46.21. Ticket::Frontend::AgentTicketPriority###Title
Description:
Group:
SubGroup:
Valid:
Shows the title fields in the ticket priority screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
556
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Title'} = '0';
6.46.22. Ticket::Frontend::AgentTicketPriority###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket priority screen action, which gets used for ticket history in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'HistoryType'} =
'AddNote';
6.46.23. Ticket::Frontend::AgentTicketPriority###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket priority screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'HistoryComment'}
= '%%Priority';
6.46.24. Ticket::Frontend::AgentTicketPriority###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket priority screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
Frontend::Agent::Ticket::ViewPriority
1
0
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'DynamicField'} =
{};
6.46.25. Ticket::Frontend::AgentTicketPriority###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RichTextWidth'} =
'620';
557
6.46.26. Ticket::Frontend::AgentTicketPriority###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewPriority
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'RichTextHeight'}
= '100';
6.47. Frontend::Agent::Ticket::ViewQueue
6.47.1. Ticket::Frontend::AgentTicketQueue###StripEmptyLines
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Strips empty lines on the ticket preview in the queue view.
Ticket
Frontend::Agent::Ticket::ViewQueue
1
1
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'StripEmptyLines'} =
'0';
6.47.2. Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows all both ro and rw queues in the queue view.
Ticket
Frontend::Agent::Ticket::ViewQueue
1
1
$Self->{'Ticket::Frontend::AgentTicketQueue'}-
>{'ViewAllPossibleTickets'} = '0';
6.47.3. Ticket::Frontend::AgentTicketQueue###HighlightAge1
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the age in minutes (first level) for highlighting queues that contain untouched tickets.
1
1
Ticket
Frontend::Agent::Ticket::ViewQueue
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'HighlightAge1'} =
'1440';
6.47.4. Ticket::Frontend::AgentTicketQueue###HighlightAge2
Description: Sets the age in minutes (second level) for highlighting queues that contain untouched tickets.
558
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::Ticket::ViewQueue
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'HighlightAge2'} =
'2880';
6.47.5. Ticket::Frontend::AgentTicketQueue###Blink
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates a blinking mechanism of the queue that contains the oldest ticket.
Ticket
Frontend::Agent::Ticket::ViewQueue
1
0
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'Blink'} = '1';
6.47.6. Ticket::Frontend::AgentTicketQueue###QueueSort
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sorts the tickets (ascendingly or descendingly) when a single queue is selected in the queue view and after the tickets are sorted or 1 for value.
0
0 by priority. Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0
Ticket
Frontend::Agent::Ticket::ViewQueue
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'QueueSort'} = {
'3' => '0',
'7' => '1'
};
6.47.7. Ticket::Frontend::AgentTicketQueue###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default sort criteria for all queues displayed in the queue view.
1
1
Ticket
Frontend::Agent::Ticket::ViewQueue
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'SortBy::Default'} =
'Age';
6.47.8. Ticket::Frontend::AgentTicketQueue###PreSort::ByPriority
Description:
Group:
Defines if a pre-sorting by priority should be done in the queue view.
Ticket
559
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewQueue
1
1
$Self->{'Ticket::Frontend::AgentTicketQueue'}-
>{'PreSort::ByPriority'} = '1';
6.47.9. Ticket::Frontend::AgentTicketQueue###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default sort order for all queues in the queue view, after priority sort.
Ticket
Frontend::Agent::Ticket::ViewQueue
1
1
$Self->{'Ticket::Frontend::AgentTicketQueue'}->{'Order::Default'} =
'Up';
6.48. Frontend::Agent::Ticket::ViewResponsible
6.48.1. Ticket::Frontend::AgentTicketResponsible###Permission
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Required permissions to use the ticket responsible screen in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
1
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Permission'} =
'responsible';
6.48.2. Ticket::Frontend::AgentTicketResponsible###RequiredLock
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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).
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'RequiredLock'}
= '0';
6.48.3. Ticket::Frontend::AgentTicketResponsible###TicketType
Description:
Group:
SubGroup:
Sets the ticket type in the ticket responsible screen of the agent interface (Ticket::Type needs to be activated).
Ticket
Frontend::Agent::Ticket::ViewResponsible
560
Valid:
Required:
Config-Setting:
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'TicketType'} =
'0';
6.48.4. Ticket::Frontend::AgentTicketResponsible###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the service in the ticket responsible screen of the agent interface
(Ticket::Service needs to be activated).
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Service'} =
'0';
6.48.5. Ticket::Frontend::AgentTicketResponsible###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the queue in the ticket responsible screen of a zoomed ticket in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Queue'} =
'0';
6.48.6. Ticket::Frontend::AgentTicketResponsible###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the ticket owner in the ticket responsible screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Owner'} =
'0';
6.48.7. Ticket::Frontend::AgentTicketResponsible###OwnerMandatory
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets if ticket owner must be selected by the agent.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'OwnerMandatory'} = '0';
561
6.48.8. Ticket::Frontend::AgentTicketResponsible###Responsible
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the responsible agent of the ticket in the ticket responsible screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Responsible'}
= '1';
6.48.9. Ticket::Frontend::AgentTicketResponsible###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
If a note is added by an agent, sets the state of a ticket in the ticket responsible screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'State'} =
'0';
6.48.10. Ticket::Frontend::AgentTicketResponsible###StateType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'StateType'} =
[
'open',
'pending reminder',
'pending auto'
];
6.48.11. Ticket::Frontend::AgentTicketResponsible###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state of a ticket after adding a note, in the ticket responsible screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'StateDefault'}
= 'open';
562
6.48.12. Ticket::Frontend::AgentTicketResponsible###Note
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows adding notes in the ticket responsible screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Note'} = '1';
6.48.13. Ticket::Frontend::AgentTicketResponsible###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default subject for notes added in the ticket responsible screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Subject'} =
'$Text{"Responsible Update"}!';
6.48.14. Ticket::Frontend::AgentTicketResponsible###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Sets the default body text for notes added in the ticket responsible screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Body'} = '';
6.48.15. Ticket::Frontend::AgentTicketResponsible###InvolvedAgent
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a list of all the involved agents on this ticket, in the ticket responsible screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'InvolvedAgent'} = '0';
6.48.16. Ticket::Frontend::AgentTicketResponsible###InformAgent
Description: 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.
563
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'InformAgent'}
= '0';
6.48.17. Ticket::Frontend::AgentTicketResponsible###ArticleTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket responsible screen of the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'ArticleTypeDefault'} = 'note-internal';
6.48.18. Ticket::Frontend::AgentTicketResponsible###ArticleTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'ArticleTypes'}
= {
'note-external' => '0',
'note-internal' => '1',
'note-report' => '0'
};
6.48.19. Ticket::Frontend::AgentTicketResponsible###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the ticket priority options in the ticket responsible screen of the agent interface.
0
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Priority'} =
'0';
6.48.20. Ticket::Frontend::AgentTicketResponsible###PriorityDefault
Description: Defines the default ticket priority in the ticket responsible screen of the agent interface.
564
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'PriorityDefault'} = '3 normal';
6.48.21. Ticket::Frontend::AgentTicketResponsible###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the title fields in the ticket responsible screen of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Title'} =
'1';
6.48.22. Ticket::Frontend::AgentTicketResponsible###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket responsible screen action, which gets used for ticket history in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'HistoryType'}
= 'AddNote';
6.48.23. Ticket::Frontend::AgentTicketResponsible###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket responsible screen action, which gets used for ticket history in the agent interface.
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'HistoryComment'} = '%%Responsible';
6.48.24. Ticket::Frontend::AgentTicketResponsible###DynamicField
Description:
Group:
Dynamic fields shown in the ticket responsible screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
Ticket
565
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewResponsible
1
0
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'DynamicField'}
= {};
6.48.25. Ticket::Frontend::AgentTicketResponsible###RichTextWidth
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the width for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'RichTextWidth'} = '620';
6.48.26. Ticket::Frontend::AgentTicketResponsible###RichTextHeight
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the height for the rich text editor component for this screen.
Enter number (pixels) or percent value (relative).
1
0
Ticket
Frontend::Agent::Ticket::ViewResponsible
$Self->{'Ticket::Frontend::AgentTicketResponsible'}-
>{'RichTextHeight'} = '100';
6.49. Frontend::Agent::Ticket::ViewSearch
6.49.1. Ticket::Frontend::AgentTicketSearch###ExtendedSearchCondition
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Allows extended search conditions in ticket search of the agent interface. With this feature you can search e. g. with this kind of conditions like "(key1&&key2)" or "(key1||key2)".
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}-
>{'ExtendedSearchCondition'} = '1';
6.49.2. Ticket::Frontend::AgentTicketSearch###SearchLimit
Description:
Group:
Maximum number of tickets to be displayed in the result of a search in the agent interface.
Ticket
566
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewSearch
1
1
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchLimit'} =
'2000';
6.49.3. Ticket::Frontend::AgentTicketSearch###SearchPageShown
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Number of tickets to be displayed in each page of a search result in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchPageShown'} =
'40';
6.49.4. Ticket::Frontend::AgentTicketSearch###SearchViewableTicketLines
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Number of lines (per ticket) that are shown by the search utility in the agent interface.
1
1
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}-
>{'SearchViewableTicketLines'} = '10';
6.49.5. Ticket::Frontend::AgentTicketSearch###SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting of the ticket search result of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewSearch
1
1
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SortBy::Default'} =
'Age';
6.49.6. Ticket::Frontend::AgentTicketSearch###Order::Default
Description:
Group:
SubGroup:
Valid:
Defines the default ticket order in the ticket search result of the agent interface. Up: oldest on top. Down: latest on top.
Ticket
Frontend::Agent::Ticket::ViewSearch
1
567
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Order::Default'} =
'Down';
6.49.7. Ticket::Frontend::AgentTicketSearch###SearchArticleCSVTree
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Exports the whole article tree in search result (it can affect the system performance).
1
1
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}-
>{'SearchArticleCSVTree'} = '0';
6.49.8. Ticket::Frontend::AgentTicketSearch###SearchCSVData
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Data used to export the search result in CSV format.
Ticket
Frontend::Agent::Ticket::ViewSearch
1
1
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'SearchCSVData'} =
[
'TicketNumber',
'Age',
'Created',
'Closed',
'FirstLock',
'FirstResponse',
'State',
'Priority',
'Queue',
'Lock',
'Owner',
'UserFirstname',
'UserLastname',
'CustomerID',
'CustomerName',
'From',
'Subject',
'AccountedTime',
'ArticleTree',
'SolutionInMin',
'SolutionDiffInMin',
'FirstResponseInMin',
'FirstResponseDiffInMin'
];
6.49.9. Ticket::Frontend::AgentTicketSearch###ArticleCreateTime
Description:
Group:
Includes article create times in the ticket search of the agent interface.
Ticket
568
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewSearch
1
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'ArticleCreateTime'}
= '0';
6.49.10. Ticket::Frontend::AgentTicketSearch###Defaults###Fulltext
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
1
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'Fulltext'} = '';
6.49.11. Ticket::Frontend::AgentTicketSearch###Defaults###TicketNumber
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketNumber'} = '';
6.49.12. Ticket::Frontend::AgentTicketSearch###Defaults###Title
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'Title'} = '';
6.49.13. Ticket::Frontend::AgentTicketSearch###Defaults###From
Description:
Group:
SubGroup:
Valid:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
569
Required:
Config-Setting:
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'From'} = '';
6.49.14. Ticket::Frontend::AgentTicketSearch###Defaults###To
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'To'}
= '';
6.49.15. Ticket::Frontend::AgentTicketSearch###Defaults###Cc
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}->{'Cc'}
= '';
6.49.16. Ticket::Frontend::AgentTicketSearch###Defaults###Subject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'Subject'} = '';
6.49.17. Ticket::Frontend::AgentTicketSearch###Defaults###Body
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'Body'} = '';
570
6.49.18. Ticket::Frontend::AgentTicketSearch###Defaults###CustomerID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'CustomerID'} = '';
6.49.19. Ticket::Frontend::AgentTicketSearch###Defaults###CustomerUserLogin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'CustomerUserLogin'} = '';
6.49.20. Ticket::Frontend::AgentTicketSearch###Defaults###StateIDs
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'StateIDs'} = [];
6.49.21. Ticket::Frontend::AgentTicketSearch###Defaults###QueueIDs
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'QueueIDs'} = [];
6.49.22. Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimePoint
Description: Default data to use on attribute for ticket search screen. Example:
"TicketCreateTimePointFormat=year;TicketCreateTimePointStart=Last;TicketCreateTimePoint=2;".
571
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketCreateTimePoint'} = '';
6.49.23. Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimeSlot
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default data to use on attribute for ticket search screen. Example:
"TicketCreateTimeStartYear=2010;TicketCreateTimeStartMonth=10;TicketCreateTimeStartDay=4;TicketCreateTimeStopYear=2010;TicketCreateTimeStopMonth=11;TicketCreateTimeStopDay=3;".
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketCreateTimeSlot'} = '';
6.49.24. Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimePoint
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketChangeTimePoint'} = '';
6.49.25. Ticket::Frontend::AgentTicketSearch###Defaults###TicketChangeTimeSlot
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketChangeTimeSlot'} = '';
6.49.26. Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimePoint
Description:
Group:
SubGroup:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
572
Valid:
Required:
Config-Setting:
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketCloseTimePoint'} = '';
6.49.27. Ticket::Frontend::AgentTicketSearch###Defaults###TicketCloseTimeSlot
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketCloseTimeSlot'} = '';
6.49.28. Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimePoint
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketEscalationTimePoint'} = '';
6.49.29. Ticket::Frontend::AgentTicketSearch###Defaults###TicketEscalationTimeSlot
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'TicketEscalationTimeSlot'} = '';
6.49.30. Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimePoint
Description:
Group:
SubGroup:
Valid:
Required:
0
0
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
573
Config-Setting:
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'ArticleCreateTimePoint'} = '';
6.49.31. Ticket::Frontend::AgentTicketSearch###Defaults###ArticleCreateTimeSlot
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
Ticket
Frontend::Agent::Ticket::ViewSearch
0
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'ArticleCreateTimeSlot'} = '';
6.49.32. Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default shown ticket search attribute for ticket search screen.
0
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'SearchInArchive'} = '';
6.49.33. Ticket::Frontend::CustomerTicketSearch###SearchArticleCSVTree
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Exports the whole article tree in search result (it can affect the system performance).
Ticket
Frontend::Agent::Ticket::ViewSearch
1
1
$Self->{'Ticket::Frontend::CustomerTicketSearch'}-
>{'SearchArticleCSVTree'} = '0';
6.49.34. Ticket::Frontend::AgentTicketSearch###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket search screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and shown by default.
1
0
Ticket
Frontend::Agent::Ticket::ViewSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'DynamicField'} =
{};
574
6.49.35. Ticket::Frontend::AgentTicketSearch###Defaults###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines attribute
1
0 the for default ticket shown search
Search_DynamicField_Field1StartDay=12;
Search_DynamicField_Field1StartHour=00;
Search_DynamicField_Field1StartMinute=00;
Search_DynamicField_Field1StartSecond=00;
Search_DynamicField_Field1StopYear=2009;
Search_DynamicField_Field1StopMonth=02;
Search_DynamicField_Field1StopDay=10;
Search_DynamicField_Field1StopHour=23;
Search_DynamicField_Field1StopMinute=59;
Search_DynamicField_Field1StopSecond=59;.
Ticket
Frontend::Agent::Ticket::ViewSearch ticket screen.
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'Defaults'}-
>{'DynamicField'} = {}; search
Example: a text, 1, Search_DynamicField_Field1StartYear=2002;
Search_DynamicField_Field1StartMonth=12;
6.49.36. Ticket::Frontend::AgentTicketSearch###SearchCSVDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic Fields used to export the search result in CSV format.
Ticket
Frontend::Agent::Ticket::ViewSearch
1
0
$Self->{'Ticket::Frontend::AgentTicketSearch'}-
>{'SearchCSVDynamicField'} = {};
6.50. Frontend::Agent::Ticket::ViewStatus
6.50.1. Ticket::Frontend::AgentTicketStatusView###ViewableTicketsPage
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows all open tickets (even if they are locked) in the status view of the agent interface.
Ticket
Frontend::Agent::Ticket::ViewStatus
$Self->{'Ticket::Frontend::AgentTicketStatusView'}-
>{'ViewableTicketsPage'} = '50';
6.50.2. Ticket::Frontend::AgentTicketStatusView###SortBy::Default
Description: Defines the default ticket attribute for ticket sorting in the status view of the agent interface.
575
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Ticket
Frontend::Agent::Ticket::ViewStatus
$Self->{'Ticket::Frontend::AgentTicketStatusView'}-
>{'SortBy::Default'} = 'Age';
6.50.3. Ticket::Frontend::AgentTicketStatusView###Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket order (after priority sort) in the status view of the agent interface. Up: oldest on top. Down: latest on top.
Ticket
Frontend::Agent::Ticket::ViewStatus
1
1
$Self->{'Ticket::Frontend::AgentTicketStatusView'}-
>{'Order::Default'} = 'Down';
6.51. Frontend::Agent::Ticket::ViewZoom
6.51.1. Ticket::Frontend::PlainView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a link to see a zoomed email ticket in plain text.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::PlainView'} = '0';
6.51.2. Ticket::Frontend::ZoomExpand
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows all the articles of the ticket (expanded) in the zoom view.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::ZoomExpand'} = '0';
6.51.3. Ticket::Frontend::ZoomExpandSort
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Shows the articles sorted normally or in reverse, under ticket zoom in the agent interface.
Ticket
Frontend::Agent::Ticket::ViewZoom
576
Config-Setting:
$Self->{'Ticket::Frontend::ZoomExpandSort'} = 'normal';
6.51.4. Ticket::ZoomAttachmentDisplayCount
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Shows a count of icons in the ticket zoom, if the article has attachments.
Ticket
Frontend::Agent::Ticket::ViewZoom
$Self->{'Ticket::ZoomAttachmentDisplayCount'} = '20';
6.51.5. Ticket::ZoomTimeDisplay
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Displays the accounted time for an article in the ticket zoom view.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::ZoomTimeDisplay'} = '0';
6.51.6. Ticket::UseArticleColors
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows colors for different article types in the article table.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::UseArticleColors'} = '0';
6.51.7. Ticket::Frontend::TicketArticleFilter
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Activates the article filter in the zoom view to specify which articles should be shown.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::TicketArticleFilter'} = '0';
6.51.8. Ticket::Frontend::HTMLArticleHeightDefault
Description:
Group:
Set the default height (in pixels) of inline HTML articles in
AgentTicketZoom.
Ticket
577
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::HTMLArticleHeightDefault'} = '100';
6.51.9. Ticket::Frontend::HTMLArticleHeightMax
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Set the maximum height (in pixels) of inline HTML articles in
AgentTicketZoom.
1
1
Ticket
Frontend::Agent::Ticket::ViewZoom
$Self->{'Ticket::Frontend::HTMLArticleHeightMax'} = '2500';
6.51.10. Ticket::Frontend::ZoomRichTextForce
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Show article as rich text even if rich text writing is disabled.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::ZoomRichTextForce'} = '1';
6.51.11. Ticket::Frontend::AgentTicketZoom###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Agent::Ticket::ViewZoom
1
0
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'DynamicField'} = {};
6.52. Frontend::Agent::TicketOverview
6.52.1. Ticket::Frontend::Overview###Small
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows having a small format ticket overview (CustomerInfo => 1 shows also the customer information).
Ticket
Frontend::Agent::TicketOverview
1
0
$Self->{'Ticket::Frontend::Overview'}->{'Small'} = {
578
'CustomerInfo' => '1',
'Module' => 'Kernel::Output::HTML::TicketOverviewSmall',
'ModulePriority' => '100',
'Name' => 'Small',
'NameShort' => 'S'
};
6.52.2. Ticket::Frontend::OverviewSmall###ColumnHeader
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows either the last customer article's subject or the ticket title in the small format overview.
Ticket
Frontend::Agent::TicketOverview
1
0
$Self->{'Ticket::Frontend::OverviewSmall'}->{'ColumnHeader'} =
'LastCustomerSubject';
6.52.3. Ticket::Frontend::Overview###Medium
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows having a medium format ticket overview (CustomerInfo => 1
- shows also the customer information).
1
0
Ticket
Frontend::Agent::TicketOverview
$Self->{'Ticket::Frontend::Overview'}->{'Medium'} = {
'CustomerInfo' => '0',
'Module' => 'Kernel::Output::HTML::TicketOverviewMedium',
'ModulePriority' => '200',
'Name' => 'Medium',
'NameShort' => 'M',
'TicketActionsPerTicket' => '0'
};
6.52.4. Ticket::Frontend::Overview###Preview
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows a preview of the ticket overview (CustomerInfo => 1 - shows also Customer-Info, CustomerInfoMaxSize max. size in characters of
Customer-Info).
Ticket
Frontend::Agent::TicketOverview
1
0
$Self->{'Ticket::Frontend::Overview'}->{'Preview'} = {
'CustomerInfo' => '0',
'CustomerInfoMaxSize' => '18',
'DefaultPreViewLines' => '25',
'DefaultViewNewLine' => '90',
'Module' => 'Kernel::Output::HTML::TicketOverviewPreview',
'ModulePriority' => '300',
'Name' => 'Preview',
'NameShort' => 'L',
579
'StripEmptyLines' => '0',
'TicketActionsPerTicket' => '0'
};
6.52.5. Ticket::Frontend::Overview::PreviewArticleSenderTypes
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines which article sender types should be shown in the preview of a ticket.
Ticket
Frontend::Agent::TicketOverview
0
0
$Self->{'Ticket::Frontend::Overview::PreviewArticleSenderTypes'} = {
'agent' => '1',
'customer' => '1',
'system' => '1'
};
6.52.6. Ticket::Frontend::Overview::PreviewArticleTypeExpanded
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines wich article type should be expanded when entering the overview. If nothing defined, latest article will be expanded.
0
0
Ticket
Frontend::Agent::TicketOverview
$Self->{'Ticket::Frontend::Overview::PreviewArticleTypeExpanded'} =
'';
6.52.7. Ticket::Frontend::OverviewSmall###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket small format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
1
0
Ticket
Frontend::Agent::TicketOverview
$Self->{'Ticket::Frontend::OverviewSmall'}->{'DynamicField'} = {};
6.52.8. Ticket::Frontend::OverviewMedium###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket medium format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Agent::TicketOverview
1
0
$Self->{'Ticket::Frontend::OverviewMedium'}->{'DynamicField'} = {};
580
6.52.9. Ticket::Frontend::OverviewPreview###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket preview format overview screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Agent::TicketOverview
1
0
$Self->{'Ticket::Frontend::OverviewPreview'}->{'DynamicField'} = {};
6.53. Frontend::Agent::ToolBarModule
6.53.1. Frontend::ToolBarModule###1-Ticket::AgentTicketQueue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Toolbar Item for a shortcut.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'1-Ticket::AgentTicketQueue'} =
{
'AccessKey' => 'q',
'Action' => 'AgentTicketQueue',
'CssClass' => 'QueueView',
'Link' => 'Action=AgentTicketQueue',
'Module' => 'Kernel::Output::HTML::ToolBarLink',
'Name' => 'Queue view',
'Priority' => '1010010'
};
6.53.2. Frontend::ToolBarModule###2-Ticket::AgentTicketStatus
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Toolbar Item for a shortcut.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'2-Ticket::AgentTicketStatus'} =
{
'AccessKey' => 'o',
'Action' => 'AgentTicketStatusView',
'CssClass' => 'StatusView',
'Link' => 'Action=AgentTicketStatusView',
'Module' => 'Kernel::Output::HTML::ToolBarLink',
'Name' => 'Status view',
'Priority' => '1010020'
};
6.53.3. Frontend::ToolBarModule###3-Ticket::AgentTicketEscalation
Description:
Group:
Toolbar Item for a shortcut.
Ticket
581
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'3-
Ticket::AgentTicketEscalation'} = {
'AccessKey' => 'w',
'Action' => 'AgentTicketEscalationView',
'CssClass' => 'EscalationView',
'Link' => 'Action=AgentTicketEscalationView',
'Module' => 'Kernel::Output::HTML::ToolBarLink',
'Name' => 'Escalation view',
'Priority' => '1010030'
};
6.53.4. Frontend::ToolBarModule###4-Ticket::AgentTicketPhone
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Toolbar Item for a shortcut.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'4-Ticket::AgentTicketPhone'} =
{
'AccessKey' => 'l',
'Action' => 'AgentTicketPhone',
'CssClass' => 'PhoneTicket',
'Link' => 'Action=AgentTicketPhone',
'Module' => 'Kernel::Output::HTML::ToolBarLink',
'Name' => 'New phone ticket',
'Priority' => '1020010'
};
6.53.5. Frontend::ToolBarModule###5-Ticket::AgentTicketEmail
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Toolbar Item for a shortcut.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'5-Ticket::AgentTicketEmail'} =
{
'AccessKey' => 'l',
'Action' => 'AgentTicketEmail',
'CssClass' => 'EmailTicket',
'Link' => 'Action=AgentTicketEmail',
'Module' => 'Kernel::Output::HTML::ToolBarLink',
'Name' => 'New email ticket',
'Priority' => '1020020'
};
6.53.6. Frontend::ToolBarModule###6-Ticket::TicketResponsible
Description: Agent interface notification module to see the number of tickets an agent is responsible for.
582
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Agent::ToolBarModule
$Self->{'Frontend::ToolBarModule'}->{'6-Ticket::TicketResponsible'} =
{
'CssClass' => 'Responsible',
'CssClassNew' => 'Responsible New',
'CssClassReached' => 'Responsible Reached',
'Module' => 'Kernel::Output::HTML::ToolBarTicketResponsible',
'Priority' => '1030010'
};
6.53.7. Frontend::ToolBarModule###7-Ticket::TicketWatcher
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface notification module to see the number of watched tickets.
1
0
Ticket
Frontend::Agent::ToolBarModule
$Self->{'Frontend::ToolBarModule'}->{'7-Ticket::TicketWatcher'} = {
'CssClass' => 'Watcher',
'CssClassNew' => 'Watcher New',
'CssClassReached' => 'Watcher Reached',
'Module' => 'Kernel::Output::HTML::ToolBarTicketWatcher',
'Priority' => '1030020'
};
6.53.8. Frontend::ToolBarModule###8-Ticket::TicketLocked
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface notification module to check the used charset.
Ticket
Frontend::Agent::ToolBarModule
1
0
$Self->{'Frontend::ToolBarModule'}->{'8-Ticket::TicketLocked'} = {
'CssClass' => 'Locked',
'CssClassNew' => 'Locked New',
'CssClassReached' => 'Locked Reached',
'Module' => 'Kernel::Output::HTML::ToolBarTicketLocked',
'Priority' => '1030030'
};
6.53.9. Frontend::ToolBarModule###9-Ticket::TicketSearchProfile
Description:
Group:
SubGroup:
Valid:
Required:
Agent interface module to access search profiles via nav bar.
Ticket
Frontend::Agent::ToolBarModule
0
0
583
Config-Setting:
$Self->{'Frontend::ToolBarModule'}->{'9-Ticket::TicketSearchProfile'}
= {
'Block' => 'ToolBarSearchProfile',
'Description' => 'Search-Template',
'MaxWidth' => '40',
'Module' => 'Kernel::Output::HTML::ToolBarTicketSearchProfile',
'Name' => 'Search-Template',
'Priority' => '1990010'
};
6.53.10. Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface module to access fulltext search via nav bar.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'10-
Ticket::TicketSearchFulltext'} = {
'Block' => 'ToolBarSearchFulltext',
'CSS' => 'Core.Agent.Toolbar.FulltextSearch.css',
'Description' => 'Fulltext-Search',
'Module' => 'Kernel::Output::HTML::ToolBarGeneric',
'Name' => 'Fulltext-Search',
'Priority' => '1990020',
'Size' => '10'
};
6.53.11. Frontend::ToolBarModule###11-CICSearchCustomerID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface module to access CIC search via nav bar.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'11-CICSearchCustomerID'} = {
'Block' => 'ToolBarCICSearchCustomerID',
'CSS' => 'Core.Agent.Toolbar.CICSearch.css',
'Description' => 'CIC search for CustomerID',
'Module' => 'Kernel::Output::HTML::ToolBarGeneric',
'Name' => 'CostomerID search',
'Priority' => '1990030',
'Size' => '10'
};
6.53.12. Frontend::ToolBarModule###11-CICSearchCustomerUser
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Agent interface module to access CIC search via nav bar.
Ticket
Frontend::Agent::ToolBarModule
0
0
$Self->{'Frontend::ToolBarModule'}->{'11-CICSearchCustomerUser'} = {
584
'Block' => 'ToolBarCICSearchCustomerUser',
'CSS' => 'Core.Agent.Toolbar.CICSearch.css',
'Description' => 'CIC search for CustomerUser',
'Module' => 'Kernel::Output::HTML::ToolBarGeneric',
'Name' => 'Costomer user search',
'Priority' => '1990040',
'Size' => '10'
};
6.54. Frontend::Customer
6.54.1. Ticket::Frontend::CustomerTicketOverviewCustomEmptyText
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Custom text for the page shown to customers that have no tickets yet.
Ticket
Frontend::Customer
$Self->{'Ticket::Frontend::CustomerTicketOverviewCustomEmptyText'} =
{
'Button' => 'Create your first ticket',
'Text' => 'Please click the button below to create your first
ticket.',
'Title' => 'Welcome!'
};
6.54.2. Frontend::CustomerUser::Item###15-OpenTickets
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
Ticket
Frontend::Customer
1
0
$Self->{'Frontend::CustomerUser::Item'}->{'15-OpenTickets'} = {
'Action' => 'AgentTicketSearch',
'Attributes' => 'StateType=Open;',
'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
'CSSClassNoOpenTicket' => 'NoOpenTicket',
'CSSClassOpenTicket' => 'OpenTicket',
'CustomerUserLogin' => '0',
'Module' => 'Kernel::Output::HTML::CustomerUserGenericTicket',
'Subaction' => 'Search',
'Target' => '_blank',
'Text' => 'Open tickets'
};
6.54.3. Frontend::CustomerUser::Item###16-OpenTicketsForCustomerUserLogin
Description:
Group:
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.
Ticket
585
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer
0
0
$Self->{'Frontend::CustomerUser::Item'}->{'16-
OpenTicketsForCustomerUserLogin'} = {
'Action' => 'AgentTicketSearch',
'Attributes' => 'StateType=Open;',
'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
'CSSClassNoOpenTicket' => 'NoOpenTicket',
'CSSClassOpenTicket' => 'OpenTicket',
'CustomerUserLogin' => '1',
'Module' => 'Kernel::Output::HTML::CustomerUserGenericTicket',
'Subaction' => 'Search',
'Target' => '_blank',
'Text' => 'Open tickets of customer'
};
6.54.4. Frontend::CustomerUser::Item###17-ClosedTickets
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
0
0
Ticket
Frontend::Customer
$Self->{'Frontend::CustomerUser::Item'}->{'17-ClosedTickets'} = {
'Action' => 'AgentTicketSearch',
'Attributes' => 'StateType=Closed;',
'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
'CSSClassNoOpenTicket' => 'NoOpenTicket',
'CSSClassOpenTicket' => 'OpenTicket',
'CustomerUserLogin' => '0',
'Module' => 'Kernel::Output::HTML::CustomerUserGenericTicket',
'Subaction' => 'Search',
'Target' => '_blank',
'Text' => 'Closed tickets'
};
6.54.5. Frontend::CustomerUser::Item###18-ClosedTicketsForCustomerUserLogin
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
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.
0
0
Ticket
Frontend::Customer
$Self->{'Frontend::CustomerUser::Item'}->{'18-
ClosedTicketsForCustomerUserLogin'} = {
'Action' => 'AgentTicketSearch',
'Attributes' => 'StateType=Closed;',
'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
'CSSClassNoOpenTicket' => 'NoOpenTicket',
'CSSClassOpenTicket' => 'OpenTicket',
586
'CustomerUserLogin' => '1',
'Module' => 'Kernel::Output::HTML::CustomerUserGenericTicket',
'Subaction' => 'Search',
'Target' => '_blank',
'Text' => 'Closed tickets of customer'
};
6.54.6. CustomerFrontend::CommonObject###QueueObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Path of the file that stores all the settings for the QueueObject object for the customer interface.
Ticket
Frontend::Customer
1
1
$Self->{'CustomerFrontend::CommonObject'}->{'QueueObject'} =
'Kernel::System::Queue';
6.54.7. CustomerFrontend::CommonObject###TicketObject
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Path of the file that stores all the settings for the TicketObject for the customer interface.
Ticket
Frontend::Customer
1
1
$Self->{'CustomerFrontend::CommonObject'}->{'TicketObject'} =
'Kernel::System::Ticket';
6.54.8. CustomerFrontend::CommonParam###Action
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default used Frontend-Module if no Action parameter given in the url on the customer interface.
Ticket
Frontend::Customer
1
1
$Self->{'CustomerFrontend::CommonParam'}->{'Action'} =
'CustomerTicketOverview';
6.54.9. CustomerFrontend::CommonParam###TicketID
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Default ticket ID used by the system in the customer interface.
Ticket
Frontend::Customer
1
1
$Self->{'CustomerFrontend::CommonParam'}->{'TicketID'} = '';
587
6.55. Frontend::Customer::ModuleMetaHead
6.55.1. CustomerFrontend::HeaderMetaModule###2-TicketSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module to generate html OpenSearch profile for short ticket search in the customer interface.
Ticket
Frontend::Customer::ModuleMetaHead
1
0
$Self->{'CustomerFrontend::HeaderMetaModule'}->{'2-TicketSearch'} =
{
'Action' => 'CustomerTicketSearch',
'Module' => 'Kernel::Output::HTML::CustomerHeaderMetaTicketSearch'
};
6.56. Frontend::Customer::ModuleRegistration
6.56.1. CustomerFrontend::Module###CustomerTicketOverview
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Ticket
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverview'} = {
'Description' => 'Overview of customer tickets',
'NavBar' => [
{
'AccessKey' => 'm',
'Block' => '',
'Description' => 'Tickets',
'Link' => 'Action=CustomerTicketOverview;Subaction=MyTickets',
'LinkOption' => '',
'Name' => 'Tickets',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => 'Menu'
},
{
'AccessKey' => 'm',
'Block' => '',
'Description' => 'My Tickets',
'Link' => 'Action=CustomerTicketOverview;Subaction=MyTickets',
'LinkOption' => '',
'Name' => 'My Tickets',
'NavBar' => 'Ticket',
'Prio' => '110',
'Type' => 'Submenu'
},
{
'AccessKey' => 'c',
'Block' => '',
'Description' => 'Company Tickets',
'Link' =>
'Action=CustomerTicketOverview;Subaction=CompanyTickets',
'LinkOption' => '',
'Name' => 'Company Tickets',
'NavBar' => 'Ticket',
588
'Prio' => '120',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'Overview'
};
6.56.2. CustomerFrontend::Module###CustomerTicketMessage
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Ticket
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketMessage'} = {
'Description' => 'Create tickets',
'NavBar' => [
{
'AccessKey' => 'n',
'Block' => '',
'Description' => 'Create new Ticket',
'Link' => 'Action=CustomerTicketMessage',
'LinkOption' => '',
'Name' => 'New Ticket',
'NavBar' => 'Ticket',
'Prio' => '100',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'New Ticket'
};
6.56.3. CustomerFrontend::Module###CustomerTicketZoom
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Ticket
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketZoom'} = {
'Description' => 'Ticket zoom view',
'Loader' => {
'JavaScript' => [
'Core.Customer.TicketZoom.js',
'Core.UI.Popup.js'
]
},
'NavBarName' => 'Ticket',
'Title' => 'Zoom'
};
6.56.4. CustomerFrontend::Module###CustomerTicketPrint
Description:
Group:
Frontend module registration for the customer interface.
Ticket
589
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketPrint'} = {
'Description' => 'Customer Ticket Print Module',
'NavBarName' => '',
'Title' => 'Print'
};
6.56.5. CustomerFrontend::Module###CustomerTicketAttachment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Ticket
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketAttachment'} =
{
'Description' => 'To download attachments',
'NavBarName' => '',
'Title' => ''
};
6.56.6. CustomerFrontend::Module###CustomerTicketSearch
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Frontend module registration for the customer interface.
Ticket
Frontend::Customer::ModuleRegistration
1
0
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketSearch'} = {
'Description' => 'Customer ticket search',
'NavBar' => [
{
'AccessKey' => 's',
'Block' => '',
'Description' => 'Search',
'Link' => 'Action=CustomerTicketSearch',
'LinkOption' => '',
'Name' => 'Search',
'NavBar' => 'Ticket',
'Prio' => '300',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'Search'
};
6.57. Frontend::Customer::Preferences
6.57.1. CustomerPreferencesGroups###ShownTickets
Description: Defines all the parameters for the ShownTickets object in the customer preferences of the customer interface.
590
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Customer::Preferences
$Self->{'CustomerPreferencesGroups'}->{'ShownTickets'} = {
'Active' => '1',
'Column' => 'User Profile',
'Data' => {
'15' => '15',
'20' => '20',
'25' => '25',
'30' => '30'
},
'DataSelected' => '25',
'Key' => 'Tickets per page',
'Label' => 'Number of displayed tickets',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserShowTickets',
'Prio' => '4000'
};
6.57.2. CustomerPreferencesGroups###RefreshTime
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines all the parameters for the RefreshTime object in the customer preferences of the customer interface.
Ticket
Frontend::Customer::Preferences
1
0
$Self->{'CustomerPreferencesGroups'}->{'RefreshTime'} = {
'Active' => '1',
'Column' => 'User Profile',
'Data' => {
'' => 'off',
'10' => '10 minutes',
'15' => '15 minutes',
'2' => ' 2 minutes',
'5' => ' 5 minutes',
'7' => ' 7 minutes'
},
'DataSelected' => '',
'Key' => 'Refresh interval',
'Label' => 'Ticket overview',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserRefreshTime',
'Prio' => '4000'
};
6.58. Frontend::Customer::Ticket::ViewNew
6.58.1. Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket
Description:
Group:
SubGroup:
Determines the next screen after new customer ticket in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
591
Valid:
Required:
Config-Setting:
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}-
>{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview';
6.58.2. Ticket::Frontend::CustomerTicketMessage###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Allows customers to set the ticket priority in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} =
'1';
6.58.3. Ticket::Frontend::CustomerTicketMessage###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default priority of new customer tickets in the customer interface.
1
1
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}-
>{'PriorityDefault'} = '3 normal';
6.58.4. Ticket::Frontend::CustomerTicketMessage###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows customers to set the ticket queue in the customer interface.
If this is set to 'No', QueueDefault should be configured.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1';
6.58.5. Ticket::Frontend::CustomerTicketMessage###QueueDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default queue for new customer tickets in the customer interface.
0
0
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'QueueDefault'}
= 'Postmaster';
592
6.58.6. Ticket::Frontend::CustomerTicketMessage###TicketType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows customers to set the ticket type in the customer interface. If this is set to 'No', TicketTypeDefault should be configured.
1
1
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketType'} =
'1';
6.58.7. Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket type for new customer tickets in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
0
0
$Self->{'Ticket::Frontend::CustomerTicketMessage'}-
>{'TicketTypeDefault'} = 'default';
6.58.8. Ticket::Frontend::CustomerTicketMessage###Service
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows customers to set the ticket service in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} =
'1';
6.58.9. Ticket::Frontend::CustomerTicketMessage###SLA
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows customers to set the ticket SLA in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1';
6.58.10. Ticket::Frontend::CustomerTicketMessage###StateDefault
Description:
Group:
Defines the default state of new customer tickets in the customer interface.
Ticket
593
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'}
= 'new';
6.58.11. Ticket::Frontend::CustomerTicketMessage###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Defines the default type for article in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} =
'webrequest';
6.58.12. Ticket::Frontend::CustomerTicketMessage###SenderType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Sender type for new tickets from the customer inteface.
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} =
'customer';
6.58.13. Ticket::Frontend::CustomerTicketMessage###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default history type in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} =
'WebRequestCustomer';
6.58.14. Ticket::Frontend::CustomerTicketMessage###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Comment for new history entries in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'Ticket::Frontend::CustomerTicketMessage'}-
>{'HistoryComment'} = '';
594
6.58.15. CustomerPanelSelectionType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the receipent target of the tickets ("Queue" shows all queues,
"SystemAddress" displays all system addresses) in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'CustomerPanelSelectionType'} = 'Queue';
6.58.16. CustomerPanelSelectionString
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines the strings that will be shown as receipent
(To:) of the ticket in the customer interface. For Queue as
CustomerPanelSelectionType, "<Queue>" shows the names of the queues, and for SystemAddress, "<Realname> <<Email>>" shows the name and email of the receipent.
Ticket
Frontend::Customer::Ticket::ViewNew
1
0
$Self->{'CustomerPanelSelectionString'} = '<Queue>';
6.58.17. CustomerPanelOwnSelection
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Determines which queues will be valid for ticket's recepients in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
0
0
$Self->{'CustomerPanelOwnSelection'} = {
'Junk' => 'First Queue',
'Misc' => 'Second Queue'
};
6.58.18. CustomerPanel::NewTicketQueueSelectionModule
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Module for To-selection in new ticket screen in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewNew
1
1
$Self->{'CustomerPanel::NewTicketQueueSelectionModule'} =
'Kernel::Output::HTML::CustomerNewTicketQueueSelectionGeneric';
595
6.58.19. Ticket::Frontend::CustomerTicketMessage###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields options shown in the ticket message screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 them in CustomerTicketZoom###DynamicField.
1
0
= Enabled and required. NOTE. If you want to display these fields also in the ticket zoom of the customer interface, you have to enable
Ticket
Frontend::Customer::Ticket::ViewNew
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'}
= {};
6.59. Frontend::Customer::Ticket::ViewPrint
6.59.1. Ticket::Frontend::CustomerTicketPrint###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Dynamic fields shown in the ticket print screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Customer::Ticket::ViewPrint
$Self->{'Ticket::Frontend::CustomerTicketPrint'}->{'DynamicField'} =
{};
6.60. Frontend::Customer::Ticket::ViewSearch
6.60.1. Ticket::CustomerTicketSearch::SearchLimit
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
1
Maximum number of tickets to be displayed in the result of a search in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewSearch
$Self->{'Ticket::CustomerTicketSearch::SearchLimit'} = '5000';
6.60.2. Ticket::CustomerTicketSearch::SearchPageShown
Description:
Group:
SubGroup:
Valid:
Required:
1
1
Number of tickets to be displayed in each page of a search result in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewSearch
596
Config-Setting:
$Self->{'Ticket::CustomerTicketSearch::SearchPageShown'} = '40';
6.60.3. Ticket::CustomerTicketSearch::SortBy::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket attribute for ticket sorting in a ticket search of the customer interface.
Ticket
Frontend::Customer::Ticket::ViewSearch
1
1
$Self->{'Ticket::CustomerTicketSearch::SortBy::Default'} = 'Age';
6.60.4. Ticket::CustomerTicketSearch::Order::Default
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default ticket order of a search result in the customer interface. Up: oldest on top. Down: latest on top.
1
1
Ticket
Frontend::Customer::Ticket::ViewSearch
$Self->{'Ticket::CustomerTicketSearch::Order::Default'} = 'Down';
6.60.5. Ticket::Frontend::CustomerTicketSearch###ExtendedSearchCondition
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows extended search conditions in ticket search of the customer interface. With this feature you can search w. g. with this kind of conditions like "(key1&&key2)" or "(key1||key2)".
1
1
Ticket
Frontend::Customer::Ticket::ViewSearch
$Self->{'Ticket::Frontend::CustomerTicketSearch'}-
>{'ExtendedSearchCondition'} = '1';
6.60.6. Ticket::Frontend::CustomerTicketSearch###SearchCSVData
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Data used to export the search result in CSV format.
Ticket
Frontend::Customer::Ticket::ViewSearch
1
1
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'SearchCSVData'}
= [
'TicketNumber',
'Age',
'Created',
'Closed',
597
'State',
'Priority',
'Lock',
'CustomerID',
'CustomerName',
'From',
'Subject'
];
6.60.7. Ticket::Frontend::CustomerTicketSearch###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket search screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
1
0
Ticket
Frontend::Customer::Ticket::ViewSearch
$Self->{'Ticket::Frontend::CustomerTicketSearch'}->{'DynamicField'} =
{};
6.60.8. Ticket::Frontend::CustomerTicketSearch###SearchOverviewDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket search overview results screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
1
0
Ticket
Frontend::Customer::Ticket::ViewSearch
$Self->{'Ticket::Frontend::CustomerTicketSearch'}-
>{'SearchOverviewDynamicField'} = {};
6.60.9. Ticket::Frontend::CustomerTicketSearch###SearchCSVDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic Fields used to export the search result in CSV format.
Ticket
Frontend::Customer::Ticket::ViewSearch
1
0
$Self->{'Ticket::Frontend::CustomerTicketSearch'}-
>{'SearchCSVDynamicField'} = {};
6.61. Frontend::Customer::Ticket::ViewZoom
6.61.1. Ticket::Frontend::CustomerTicketZoom###NextScreenAfterFollowUp
Description:
Group:
SubGroup:
Valid:
Determines the next screen after the follow up screen of a zoomed ticket in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
598
Required:
Config-Setting:
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}-
>{'NextScreenAfterFollowUp'} = 'CustomerTicketOverview';
6.61.2. Ticket::Frontend::CustomerTicketZoom###ArticleType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default type of the note in the ticket zoom screen of the customer interface.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'ArticleType'} =
'webrequest';
6.61.3. Ticket::Frontend::CustomerTicketZoom###SenderType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default sender type for tickets in the ticket zoom screen of the customer interface.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'SenderType'} =
'customer';
6.61.4. Ticket::Frontend::CustomerTicketZoom###HistoryType
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history type for the ticket zoom action, which gets used for ticket history in the customer interface.
1
1
Ticket
Frontend::Customer::Ticket::ViewZoom
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'HistoryType'} =
'FollowUp';
6.61.5. Ticket::Frontend::CustomerTicketZoom###HistoryComment
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the history comment for the ticket zoom action, which gets used for ticket history in the customer interface.
1
1
Ticket
Frontend::Customer::Ticket::ViewZoom
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'HistoryComment'} =
'';
599
6.61.6. Ticket::Frontend::CustomerTicketZoom###Priority
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows customers to change the ticket priority in the customer interface.
1
1
Ticket
Frontend::Customer::Ticket::ViewZoom
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} = '1';
6.61.7. Ticket::Frontend::CustomerTicketZoom###PriorityDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default priority of follow up customer tickets in the ticket zoom screen in the customer interface.
1
1
Ticket
Frontend::Customer::Ticket::ViewZoom
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'PriorityDefault'}
= '3 normal';
6.61.8. Ticket::Frontend::CustomerTicketZoom###State
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Allows choosing the next compose state for customer tickets in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'State'} = '1';
6.61.9. Ticket::Frontend::CustomerTicketZoom###StateDefault
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Defines the default next state for a ticket after customer follow up in the customer interface.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} =
'open';
6.61.10. Ticket::Frontend::CustomerTicketZoom###StateType
Description:
Group:
Defines the next possible states for customer tickets in the customer interface.
Ticket
600
SubGroup:
Valid:
Required:
Config-Setting:
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateType'} = [
'open',
'closed'
];
6.61.11. Ticket::Frontend::CustomerTicketZoom###AttributesView
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows the activated ticket attributes in the customer interface (0 =
Disabled and 1 = Enabled).
Ticket
Frontend::Customer::Ticket::ViewZoom
1
1
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'AttributesView'} =
{
'Owner' => '0',
'Priority' => '1',
'Queue' => '1',
'Responsible' => '0',
'SLA' => '0',
'Service' => '0',
'State' => '1',
'Type' => '0'
};
6.61.12. Ticket::Frontend::CustomerTicketZoom###DynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields shown in the ticket zoom screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled.
Ticket
Frontend::Customer::Ticket::ViewZoom
1
0
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'DynamicField'} =
{};
6.61.13. Ticket::Frontend::CustomerTicketZoom###FollowUpDynamicField
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Dynamic fields options shown in the ticket reply section in the ticket zoom screen of the customer interface. Possible settings: 0 =
Disabled, 1 = Enabled, 2 = Enabled and required.
1
0
Ticket
Frontend::Customer::Ticket::ViewZoom
$Self->{'Ticket::Frontend::CustomerTicketZoom'}-
>{'FollowUpDynamicField'} = {};
601
6.62. Frontend::Customer::TicketOverview
6.62.1. Ticket::Frontend::CustomerTicketOverviewSortable
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Controls if customers have the ability to sort their tickets.
Ticket
Frontend::Customer::TicketOverview
$Self->{'Ticket::Frontend::CustomerTicketOverviewSortable'} = '';
6.62.2. Ticket::Frontend::CustomerTicketOverview###ColumnHeader
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Shows either the last customer article's subject or the ticket title in the small format overview.
Ticket
Frontend::Customer::TicketOverview
1
0
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'ColumnHeader'}
= 'TicketTitle';
6.62.3. Ticket::Frontend::CustomerTicketOverview###Owner
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Show the current owner in the customer interface.
Ticket
Frontend::Customer::TicketOverview
1
1
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'Owner'} =
'0';
6.62.4. Ticket::Frontend::CustomerTicketOverview###Queue
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Show the current queue in the customer interface.
Ticket
Frontend::Customer::TicketOverview
1
1
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'Queue'} =
'0';
6.62.5. Ticket::Frontend::CustomerTicketOverview###DynamicField
Description: Dynamic fields shown in the ticket overview screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
602
Group:
SubGroup:
Valid:
Required:
Config-Setting:
1
0
Ticket
Frontend::Customer::TicketOverview
$Self->{'Ticket::Frontend::CustomerTicketOverview'}->{'DynamicField'}
= {};
6.63. Frontend::Queue::Preferences
6.63.1. QueuePreferences###Comment2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
Parameters of the example queue attribute Comment2.
Ticket
Frontend::Queue::Preferences
0
0
$Self->{'QueuePreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the queue comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::QueuePreferencesGeneric',
'PrefKey' => 'Comment2',
'Rows' => '5'
};
6.64. Frontend::SLA::Preferences
6.64.1. SLAPreferences###Comment2
Description:
Group:
SubGroup:
Valid:
Required:
Config-Setting:
0
0
Parameters of the example SLA attribute Comment2.
Ticket
Frontend::SLA::Preferences
$Self->{'SLAPreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the sla comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::SLAPreferencesGeneric',
'PrefKey' => 'Comment2',
'Rows' => '5'
};
6.65. Frontend::Service::Preferences
6.65.1. ServicePreferences###Comment2
Description:
Group:
SubGroup:
Parameters of the example service attribute Comment2.
Ticket
Frontend::Service::Preferences
603
Valid:
Required:
Config-Setting:
0
0
$Self->{'ServicePreferences'}->{'Comment2'} = {
'Block' => 'TextArea',
'Cols' => '50',
'Desc' => 'Define the service comment 2.',
'Label' => 'Comment2',
'Module' => 'Kernel::Output::HTML::ServicePreferencesGeneric',
'PrefKey' => 'Comment2',
'Rows' => '5'
};
604
Appendix C. Credits
OTRS is an open source project, and we would like to thank many people for their help and support. The following list is surely incomplete, and we apologize for that! Just drop us a note if you are not on this list.
The following persons have especially pushed the project or are still active supporters:
• Robert Kehl, who created the Win32-installer for the 1.x releases. Thanks a lot, Robert!
• Torsten Werner, who maintains the Debian-installer for OTRS. Thanks a lot, Torsten, by making OTRS also available for the Debian community.
• Nils Jeppe (mirror Hamburg, Germany), Bryan Fullerton (mirror Toronto, Canada), Eberhard
Mönkeberg (mirror Göttingen, Germany), Timo Dreger (mirror Düsseldorf, Germany) and
Netmonic (mirror Vienna, Austria), who are mirroring our FTP server. Thanks a lot, with your help it is always possible to download OTRS quickly!
• Anja Schneider, who is helping with the translation of this manual and with the correction and revision of the German texts. Many thanks for your help and patience, Anja!
• We receive many ideas via the OTRS mailing lists for system improvements, patches or bugfixes. Great support for all users is always available there. Thanks a lot to all people on the mailing lists for your active assistance!
Also we would like to extend a big thank you to the following persons:
• Martin Scherbaum
• Carsten Gross
• Harald Müller
• Stefan Schmidt
• Milisav Radmanic
• Uli Hecht
• Norman Walsh
• Heiko Baumann
• Atif Ghaffar
• Pablo Ruiz Garcia
• Dan Rau
• Christoph Kaulich
• Mark Jackson
• Diane Shieh
• Bernard Choppy
• Carl Bailey
605
• Phil Davis
• Edwin D. Vinas
• Lars Müller
• Vladimir Gerdjikov
• Fred van Dijk
• Sebastien Guilbaud
• Wiktor Wodecki
• Arnold Ligtvoet
• Antti Kämäräinen
• Nicolas Goralski
• Gilberto Cezar de Almeida
• Jorge Becerra
• Eddie Urenda
• Stella Power
• Andreas Haase
• Reiner Keller
• Covert Jake
• Moshe Leibovitch
• Bjärn Jacke
• Remo Catelotti
• Alfons Obermeyer
• Michael Rech
• Danie Theron
• Richard Paradies
• Art Powell
606
Appendix D. GNU Free Documentation License
Version 1.1, March 2000
Copyright (C) 2000 Free Software Foundation, Inc. 59 Temple Place, Suite 330,
Boston, MA 02111-1307 USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed.
0. PREAMBLE
The purpose of this License is to make a manual, textbook, or other written document "free" in the sense of freedom: to assure everyone the effective freedom to copy and redistribute it, with or without modifying it, either commercially or non-commercially. Secondarily, this
License preserves for the author and publisher a way to get credit for their work, while not being considered responsible for modifications made by others.
This License is a kind of "copyleft", which means that derivative works of the document must themselves be free in the same sense. It complements the GNU General Public License, which is a copyleft license designed for free software.
We have designed this License in order to use it for manuals for free software, because free software needs free documentation: a free program should come with manuals providing the same freedoms that the software does. But this License is not limited to software manuals; it can be used for any textual work, regardless of subject matter or whether it is published as a printed book. We recommend this License principally for works whose purpose is instruction or reference.
1. APPLICABILITY AND DEFINITIONS
This License applies to any manual or other work that contains a notice placed by the copyright holder saying it can be distributed under the terms of this License. The "Document", below, refers to any such manual or work. Any member of the public is a licensee, and is addressed as "you".
A "Modified Version" of the Document means any work containing the Document or a portion of it, either copied verbatim, or with modifications and/or translated into another language.
A "Secondary Section" is a named appendix or a front-matter section of the Document, that deals exclusively with the relationship of the publishers or authors of the Document to the Document's overall subject (or to related matters), and contains nothing that could fall directly within that overall subject. (For example, if the Document is in part a textbook of mathematics, a Secondary Section may not explain any mathematics.) The relationship could be a matter of historical connection with the subject or with related matters, or of legal, commercial, philosophical, ethical or political position regarding them.
The "Invariant Sections" are certain Secondary Sections whose titles are designated, as being those of Invariant Sections, in the notice that says that the Document is released under this
License.
The "Cover Texts" are certain short passages of text that are listed, as Front-Cover Texts or
Back-Cover Texts, in the notice that says that the Document is released under this License.
A "Transparent" copy of the Document means a machine-readable copy, represented in a format whose specification is available to the general public, whose contents can be viewed and edited directly and straightforwardly with generic text editors or (for images composed
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of pixels) generic paint programs or (for drawings) some widely available drawing editor, and that is suitable for input to text formatters or for automatic translation to a variety of formats, suitable for input to text formatters. A copy made in an otherwise Transparent file format, whose markup has been designed to thwart or discourage subsequent modification by readers is not Transparent. A copy that is not "Transparent" is called "Opaque".
Examples of suitable formats for Transparent copies include: plain ASCII without markup,
Texinfo input format, LaTeX input format, SGML or XML using a publicly available DTD, and standard-conforming simple HTML designed for human modification. Opaque formats include: PostScript, PDF, proprietary formats that can be read and edited only by proprietary word processors, SGML or XML for which the DTD and/or processing tools are not generally available, and the machine-generated HTML produced by some word processors for output purposes only.
The "Title Page" means, for a printed book, the title page itself, plus such following pages as are needed to hold, legibly, the material this License requires to appear in the title page.
For works in formats which do not have any title page as such, "Title Page" means the text near the most prominent appearance of the work's title, preceding the beginning of the body of the text.
2. VERBATIM COPYING
You may copy and distribute the Document in any medium, either commercially or noncommercially, provided that this License, the copyright notices, and the license notice saying this License applies to the Document are reproduced in all copies, and that you add no other conditions whatsoever to those of this License. You may not use technical measures to obstruct or control the reading or further copying of the copies you make or distribute.
However, you may accept compensation in exchange for copies. If you distribute a large enough number of copies you must also follow the conditions in section 3.
You may also lend copies, under the same conditions stated above, and you may publicly display copies.
3. COPYING IN QUANTITY
If you publish printed copies of the Document numbering more than 100, and the Document's license notice requires Cover Texts, you must enclose the copies in covers that carry, clearly and legibly, all these Cover Texts: Front-Cover Texts on the front cover, and Back-Cover Texts on the back cover. Both covers must also clearly and legibly identify you as the publisher of these copies. The front cover must present the full title with all words of the title equally prominent and visible. You may add other material on the covers in addition. Copying with changes limited to the covers, as long as they preserve the title of the Document and satisfy these conditions, can be treated as verbatim copying in other respects.
If the required texts for either cover are too voluminous to fit legibly, you should put the first ones listed (as many as fit reasonably) on the actual cover, and continue the rest onto adjacent pages.
If you publish or distribute Opaque copies of the Document numbering more than 100, you must either include a machine-readable Transparent copy along with each Opaque copy, or state in or with each Opaque copy a publicly-accessible computer-network location, containing a complete Transparent copy of the Document, free of added material, which the general network-using public has access to download anonymously, at no charge, using public-standard network protocols. If you use the latter option, you must take reasonably prudent steps, when you begin distribution of Opaque copies in quantity, to ensure that this
Transparent copy will remain thus accessible at the stated location, until at least one year
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after the last time you distribute an Opaque copy (directly or through your agents or retailers) of that edition to the public.
It is requested, but not required, that you contact the authors of the Document well before redistributing any large number of copies, to give them a chance to provide you with an updated version of the Document.
4. MODIFICATIONS
You may copy and distribute a Modified Version of the Document under the conditions of sections 2 and 3 above, provided that you release the Modified Version under precisely this
License, with the Modified Version filling the role of the Document, thus licensing distribution and modification of the Modified Version to whoever possesses a copy of it. In addition, you must do these things in the Modified Version:
A. Use in the Title Page (and on the covers, if any) a title distinct from that of the Document, and from those of previous versions (which should, if there were any, be listed in the History section of the Document). You may use the same title as a previous version if the original publisher of that version gives permission.
B. List on the Title Page, as authors, one or more persons or entities responsible for authorship of the modifications in the Modified Version, together with at least five of the principal authors of the Document (all of its principal authors, if it has less than five).
C. State on the Title page the name of the publisher of the Modified Version, as the publisher.
D.Preserve all the copyright notices of the Document.
E. Add an appropriate copyright notice for your modifications adjacent to the other copyright notices.
F. Include, immediately after the copyright notices, a license notice giving the public permission to use the Modified Version under the terms of this License, in the form shown in the Addendum below.
G.Preserve in that license notice the full lists of Invariant Sections and required Cover Texts given in the Document's license notice.
H. Include an unaltered copy of this License.
I. Preserve the section entitled "History", and its title, and add to it an item stating at least the title, year, new authors, and publisher of the Modified Version as given on the Title
Page. If there is no section entitled "History" in the Document, create one stating the title, year, authors, and publisher of the Document as given on its Title Page, then add an item describing the Modified Version, as stated in the previous sentence.
J. Preserve the network location, if any, given in the Document for public access to a
Transparent copy of the Document, and likewise the network locations given in the
Document for previous versions it was based on. These may be placed in the "History" section. You may omit a network location for a work that was published at least four years before the Document itself, or if the original publisher of the version it refers to gives permission.
K. In any section entitled "Acknowledgements" or "Dedications", preserve the section's title, and preserve in the section all the substance and tone of each of the contributor acknowledgements and/or dedications given therein.
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L. Preserve all the Invariant Sections of the Document, unaltered in their text and in their titles. Section numbers or the equivalent are not considered part of the section titles.
M.Delete any section entitled "Endorsements". Such a section may not be included in the
Modified Version.
N.Do not retitle any existing section as "Endorsements" or to conflict in title with any Invariant
Section.
If the Modified Version includes new front-matter sections or appendices that qualify as
Secondary Sections and contain no material copied from the Document, you may at your option designate some or all of these sections as invariant. To do this, add their titles to the list of Invariant Sections in the Modified Version's license notice. These titles must be distinct from any other section titles.
You may add a section entitled "Endorsements", provided it contains nothing but endorsements of your Modified Version by various parties--for example, statements of peer review or that the text has been approved by an organization as the authoritative definition of a standard.
You may add a passage of up to five words as a Front-Cover Text, and a passage of up to 25 words as a Back-Cover Text, to the end of the list of Cover Texts in the Modified Version. Only one passage of Front-Cover Text and one of Back-Cover Text may be added by (or through arrangements made by) any one entity. If the Document already includes a cover text for the same cover, previously added by you or by arrangement made by the same entity you are acting on behalf of, you may not add another; but you may replace the old one, on explicit permission from the previous publisher that added the old one.
The author(s) and publisher(s) of the Document do not by this License give permission to use their names for publicity for or to assert or imply endorsement of any Modified Version.
5. COMBINING DOCUMENTS
You may combine the Document with other documents released under this License, under the terms defined in section 4 above for modified versions, provided that you include in the combination all of the Invariant Sections of all of the original documents, unmodified, and list them all as Invariant Sections of your combined work in its license notice.
The combined work need only contain one copy of this License, and multiple identical
Invariant Sections may be replaced with a single copy. If there are multiple Invariant Sections with the same name but different contents, make the title of each such section unique by adding at the end of it, in parentheses, the name of the original author or publisher of that section if known, or else a unique number. Make the same adjustment to the section titles in the list of Invariant Sections in the license notice of the combined work.
In the combination, you must combine any sections entitled "History" in the various original documents, forming one section entitled "History"; likewise combine any sections entitled
"Acknowledgements", and any sections entitled "Dedications". You must delete all sections entitled "Endorsements."
6. COLLECTIONS OF DOCUMENTS
You may make a collection consisting of the Document and other documents released under this License, and replace the individual copies of this License in the various documents with a single copy that is included in the collection, provided that you follow the rules of this License, for verbatim copying of each of the documents in all other respects.
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You may extract a single document from such a collection, and distribute it individually under this License, provided you insert a copy of this License into the extracted document, and follow this License in all other respects regarding verbatim copying of that document.
7. AGGREGATION WITH INDEPENDENT WORKS
A compilation of the Document or its derivatives with other separate and independent documents or works, in or on a volume of a storage or distribution medium, does not as a whole count as a Modified Version of the Document, provided no compilation copyright is claimed for the compilation. Such a compilation is called an "aggregate", and this License does not apply to the other self-contained works thus compiled with the Document, on account of their being thus compiled, if they are not themselves derivative works of the
Document.
If the Cover Text requirement of section 3 is applicable to these copies of the Document, then if the Document is less than one quarter of the entire aggregate, the Document's Cover Texts may be placed on covers that surround only the Document within the aggregate. Otherwise they must appear on covers around the whole aggregate.
8. TRANSLATION
Translation is considered a kind of modification, so you may distribute translations of the
Document under the terms of section 4. Replacing Invariant Sections with translations requires special permission from their copyright holders, but you may include translations of some or all Invariant Sections, in addition to the original versions of these Invariant Sections.
You may include a translation of this License provided that you also include the original
English version of this License. In case of a disagreement between the translation and the original English version of this License, the original English version will prevail.
9. TERMINATION
You may not copy, modify, sublicense, or distribute the Document except as expressly provided for under this License. Any other attempt to copy, modify, sublicense or distribute the Document is void, and will automatically terminate your rights under this License.
However, parties who have received copies, or rights, from you under this License will not have their licenses terminated so long as such parties remain in full compliance.
10. FUTURE REVISIONS OF THIS LICENSE
The Free Software Foundation may publish new, revised versions of the GNU Free
Documentation License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns. See http:// www.gnu.org/copyleft/ .
Each version of the License is given a distinguishing version number. If the Document specifies that a particular numbered version of this License "or any later version" applies to it, you have the option of following the terms and conditions either of that specified version or of any later version that has been published (not as a draft) by the Free Software Foundation.
If the Document does not specify a version number of this License, you may choose any version ever published (not as a draft) by the Free Software Foundation.
. How to use this License for your documents
To use this License in a document you have written, include a copy of the License in the document and put the following copyright and license notices just after the title page:
Copyright (c) YEAR YOUR NAME. Permission is granted to copy, distribute and/ or modify this document under the terms of the GNU Free Documentation
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License, Version 1.1 or any later version published by the Free Software
Foundation; with the Invariant Sections being LIST THEIR TITLES, with the
Front-Cover Texts being LIST, and with the Back-Cover Texts being LIST. A copy of the license is included in the section entitled "GNU Free Documentation
License".
If you have no Invariant Sections, write "with no Invariant Sections" instead of saying which ones are invariant. If you have no Front-Cover Texts, write "no Front-Cover Texts" instead of
"Front-Cover Texts being LIST"; likewise for Back-Cover Texts.
If your document contains nontrivial examples of program code, we recommend releasing these examples in parallel under your choice of free software license, such as the GNU
General Public License, to permit their use in free software.
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