Core → Ticket

Core → Ticket
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AgentSelfNotifyOnAction

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

This setting can not be deactivated.

Default value:

--- 0

CustomerNotifyJustToRealCustomer

Sends customer notifications just to the mapped customer.

This setting can not be deactivated.

Default value:

--- 0

DynamicFieldFromCustomerUser::Mapping

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

This setting is not active by default.

Default value:

---
UserFirstname: CustomerFirstname

OTRSEscalationEvents::DecayTime

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

Default value:

--- '1440'

StandardTemplate2QueueByCreating

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

This setting is not active by default.

Default value:

--- []

StandardTemplate::Types

Defines the list of types for templates.

Default value:

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

Ticket::ArchiveSystem

Activates the ticket archive system to have a faster system by moving some tickets out of the daily scope. To search for these tickets, the archive flag has to be enabled in the ticket search.

This setting can not be deactivated.

Default value:

--- 0

Ticket::ArchiveSystem::RemoveSeenFlags

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

This setting can not be deactivated.

Default value:

--- '1'

Ticket::ArchiveSystem::RemoveTicketWatchers

Removes the ticket watcher information when a ticket is archived.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::ChangeOwnerToEveryone

Changes the owner of tickets to everyone (useful for ASP). Normally only agent with rw permissions in the queue of the ticket will be shown.

This setting can not be deactivated.

Default value:

--- 0

Ticket::CustomModule###001-CustomModule

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

This setting is not active by default.

Default value:

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

Ticket::CustomQueue

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

This setting can not be deactivated.

Default value:

--- My Queues

Ticket::CustomService

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

This setting can not be deactivated.

Default value:

--- My Services

Ticket::CustomerArchiveSystem

Activates the ticket archive system search in the customer interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::DefineEmailFrom

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

This setting can not be deactivated.

Default value:

--- SystemAddressName

Ticket::DefineEmailFromSeparator

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

This setting can not be deactivated.

Default value:

--- via

Ticket::Frontend::DefaultRecipientDisplayType

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

Default value:

--- Realname

Ticket::Frontend::DefaultSenderDisplayType

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

Default value:

--- Realname

Ticket::GenericAgentAllowCustomModuleExecution

Allows generic agent to execute custom modules.

Default value:

--- '1'

Ticket::GenericAgentAllowCustomScriptExecution

Allows generic agent to execute custom command line scripts.

Default value:

--- '1'

Ticket::GenericAgentRunLimit

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

Default value:

--- '4000'

Ticket::GenericAgentTicketSearch###ExtendedSearchCondition

Allows extended search conditions in ticket search of the generic agent interface. With this feature you can search e. g. ticket title with this kind of conditions like "(*key1*&&*key2*)" or "(*key1*||*key2*)".

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Hook

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

This setting can not be deactivated.

Default value:

--- Ticket#

Ticket::HookDivider

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

This setting can not be deactivated.

Default value:

--- ''

Ticket::IncludeUnknownTicketCustomers

Include unknown customers in ticket filter.

This setting can not be deactivated.

Default value:

--- 0

Ticket::IndexModule

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

This setting can not be deactivated.

Default value:

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

Ticket::InvalidOwner::StateChange

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

Default value:

---
pending auto: open
pending reminder: open

Ticket::MergeDynamicFields

A list of dynamic fields that are merged into the main ticket during a merge operation. Only dynamic fields that are empty in the main ticket will be set.

This setting can not be deactivated.

Default value:

--- []

Ticket::NewArticleIgnoreSystemSender

Ignore system sender article types (e. g. auto responses or email notifications) to be flagged as 'Unread Article' in AgentTicketZoom or expanded automatically in Large view screens.

This setting can not be deactivated.

Default value:

--- 0

Ticket::NumberGenerator

Selects the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138, 200206231010139). With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g. 2002070110101520, 2002070110101535).

This setting can not be deactivated.

Default value:

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

Ticket::NumberGenerator::CheckSystemID

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

This setting can not be deactivated.

Default value:

--- '1'

Ticket::NumberGenerator::Date::UseFormattedCounter

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::NumberGenerator::MinCounterSize

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

This setting can not be deactivated.

Default value:

--- '5'

Ticket::PendingAutoStateType

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

This setting can not be deactivated.

Default value:

---
- pending auto

Ticket::PendingNotificationNotToResponsible

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::PendingNotificationOnlyToOwner

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::PendingReminderStateType

Defines the state type of the reminder for pending tickets.

This setting can not be deactivated.

Default value:

---
- pending reminder

Ticket::Responsible

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

Default value:

--- 0

Ticket::ResponsibleAutoSet

Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.

Default value:

--- '1'

Ticket::Service

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::Service::Default::UnknownCustomer

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::Service::KeepChildren

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::StateAfterPending

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

This setting can not be deactivated.

Default value:

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

Ticket::SubjectFormat

The format of the subject. 'Left' means '[TicketHook#:12345] Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]', 'None' means 'Some Subject' and no ticket number. In the latter case you should verify that the setting PostMaster::CheckFollowUpModule###0200-References is activated to recognize followups based on email headers.

This setting can not be deactivated.

Default value:

--- Left

Ticket::SubjectFwd

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

This setting can not be deactivated.

Default value:

--- Fwd

Ticket::SubjectRe

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

This setting can not be deactivated.

Default value:

--- Re

Ticket::SubjectSize

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

This setting can not be deactivated.

Default value:

--- '100'

Ticket::Type

Enables ticket type feature.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Type::Default

Defines the default ticket type.

This setting can not be deactivated.

Default value:

--- Unclassified

Ticket::UnlockOnAway

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

This setting can not be deactivated.

Default value:

--- '1'

Ticket::UnlockStateType

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

This setting can not be deactivated.

Default value:

---
- new
- open

Ticket::ViewableLocks

Defines the viewable locks of a ticket. NOTE: When you change this setting, make sure to delete the cache in order to use the new value. Default: unlock, tmp_lock.

This setting can not be deactivated.

Default value:

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

Ticket::ViewableSenderTypes

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

This setting can not be deactivated.

Default value:

---
- '''customer'''

Ticket::ViewableStateType

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

This setting can not be deactivated.

Default value:

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

Ticket::Watcher

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

This setting can not be deactivated.

Default value:

--- 0

Ticket::WatcherGroup

Enables ticket watcher feature only for the listed groups.

This setting is not active by default.

Default value:

---
- admin
- users

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