- Admin Manual
- OTRS::ITSM Manual
- Developer Manual
- API Reference
- 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