The logo shown on top of the login box of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.

Default value:

---
StyleHeight: 60px
URL: skins/Agent/default/img/loginlogo_default.png

The logo shown in the header of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.

Default value:

---
StyleHeight: 55px
StyleRight: 24px
StyleTop: 7px
StyleWidth: 300px
URL: skins/Agent/default/img/logo_bg.png

The logo shown in the header of the agent interface for the skin "default". See "AgentLogo" for further description.

This setting is not active by default.

Default value:

---
StyleHeight: 55px
StyleRight: 24px
StyleTop: 7px
StyleWidth: 300px
URL: skins/Agent/default/img/logo_bg.png

The logo shown in the header of the agent interface for the skin "High Contrast". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 55px
StyleRight: 24px
StyleTop: 7px
StyleWidth: 300px
URL: skins/Agent/default/img/logo_bg.png

The logo shown in the header of the agent interface for the skin "ivory". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 55px
StyleRight: 24px
StyleTop: 7px
StyleWidth: 300px
URL: skins/Agent/default/img/logo_bg.png

The logo shown in the header of the agent interface for the skin "ivory-slim". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 45px
StyleRight: 45px
StyleTop: 10px
StyleWidth: 220px
URL: skins/Agent/default/img/logo_bg.png

The logo shown in the header of the agent interface for the skin "slim". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 45px
StyleRight: 45px
StyleTop: 10px
StyleWidth: 220px
URL: skins/Agent/default/img/logo_bg.png

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search Customer
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search User
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

Defines an external link to the database of the customer (e.g. 'http://yourhost/customer.php?CID=[% Data.CustomerID %]' or '').

This setting can not be deactivated.

Default value:

--- '[% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID
  | uri %]'

Defines the target attribute in the link to external customer database. E.g. 'AsPopup PopupType_TicketAction'.

This setting can not be deactivated.

Default value:

--- ''

Defines the target attribute in the link to external customer database. E.g. 'target="cdb"'.

This setting can not be deactivated.

Default value:

--- ''

General ticket data shown in the ticket overviews (fall-back). Note that TicketNumber can not be disabled, because it is necessary.

This setting can not be deactivated.

Default value:

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

Define which avatar engine should be used for the agent avatar on the header and the sender images in AgentTicketZoom. If 'None' is selected, initials will be displayed instead. Please note that selecting anything other than 'None' will transfer the encrypted email address of the particular user to an external service.

This setting can not be deactivated.

Default value:

--- Gravatar

Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.

This setting can not be deactivated.

Default value:

--- AgentDashboard

Default queue ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Default ticket ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

--- ''

Define which avatar default image should be used for the article view if no gravatar is assigned to the mail address. Check https://gravatar.com/site/implement/images/ for further information.

This setting can not be deactivated.

Default value:

--- mp

Define which avatar default image should be used for the current agent if no gravatar is assigned to the mail address of the agent. Check https://gravatar.com/site/implement/images/ for further information.

This setting can not be deactivated.

Default value:

--- mp

Defines the module to generate code for periodic page reloads.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::HeaderMeta::Refresh

Module to generate html OpenSearch profile for short ticket search in the agent interface.

Default value:

---
Action: AgentTicketSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentTicketSearch

File that is displayed in the Kernel::Modules::AgentInfo module, if located under Kernel/Output/HTML/Templates/Standard/AgentInfo.tt.

This setting can not be deactivated.

Default value:

--- AgentInfo

Defines the key to be checked with Kernel::Modules::AgentInfo module. If this user preferences key is true, the message is accepted by the system.

This setting can not be deactivated.

Default value:

--- wpt22

Defines an alternate URL, where the login link refers to.

This setting is not active by default.

Default value:

--- http://host.example.com/login.html

Defines an alternate URL, where the logout link refers to.

This setting is not active by default.

Default value:

--- http://host.example.com/thanks-for-using-otrs.html

Activates lost password feature for agents, in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

Use new type of select and autocomplete fields in agent interface, where applicable (InputFields).

This setting can not be deactivated.

Default value:

--- '1'

If enabled, TicketPhone and TicketEmail will be open in new windows.

This setting can not be deactivated.

Default value:

--- 0

Defines the body text for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

--- "Hi <OTRS_USERFIRSTNAME>,\n\n\nHere's your new OTRS password.\n\nNew password:
  <OTRS_NEWPW>\n\nYou can log in via the following URL:\n\n<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl\n
  \           "

Defines the body text for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

--- "Hi <OTRS_USERFIRSTNAME>,\n\nYou or someone impersonating you has requested to
  change your OTRS\npassword.\n\nIf you want to do this, click on the link below.
  You will receive another email containing the password.\n\n<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=LostPassword;Token=<OTRS_TOKEN>\n\nIf
  you did not request a new password, please ignore this email.\n            "

Defines the subject for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

--- New OTRS password

Defines the subject for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

--- New OTRS password request

If enabled, the first level of the main menu opens on mouse hover (instead of click only).

This setting can not be deactivated.

Default value:

--- 0

Defines the list of possible next actions on an error screen, a full path is required, then is possible to add external links if needed.

Default value:

---
'[% Env(''CGIHandle'') %]?Action=AgentDashboard': Go to dashboard!

Defines a useful module to load specific user options or to display news.

This setting is not active by default.

Default value:

--- Kernel::Modules::AgentInfo

Shows the message of the day on login screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Activates time accounting.

This setting can not be deactivated.

Default value:

--- '1'

Defines if time accounting must be set to all tickets in bulk action.

This setting can not be deactivated.

Default value:

--- '1'

Shows the customer user information (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

--- '1'

Max size (in characters) of the customer information table (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

--- '22'

Maximum size (in characters) of the customer information table in the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '22'

Maximum length (in characters) of the dynamic field in the article of the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '160'

Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '18'

Max size (in rows) of the informed agents box in the agent interface.

This setting can not be deactivated.

Default value:

--- '3'

Max size (in rows) of the involved agents box in the agent interface.

This setting can not be deactivated.

Default value:

--- '3'

Shows existing parent/child queue lists in the system in the form of a tree or a list.

This setting can not be deactivated.

Default value:

--- tree

Define the max depth of queues.

This setting can not be deactivated.

Default value:

--- '5'

Defines if time accounting is mandatory in the agent interface. If enabled, a note must be entered for all ticket actions (no matter if the note itself is configured as active or is originally mandatory for the individual ticket action screen).

This setting can not be deactivated.

Default value:

--- 0

Shows an owner selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface.

This setting is not active by default.

Default value:

---
'1': First Queue
'2': Second Queue

Determines the strings that will be shown as recipient (To:) of the phone ticket and as sender (From:) of the email ticket in the agent interface. For Queue as NewQueueSelectionType "<Queue>" shows the names of the queues and for SystemAddress "<Realname> <<Email>>" shows the name and email of the recipient.

This setting can not be deactivated.

Default value:

--- <Queue>

Defines the recipient target of the phone ticket and the sender of the email ticket ("Queue" shows all queues, "System address" displays all system addresses) in the agent interface.

This setting can not be deactivated.

Default value:

--- Queue

Show a responsible selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).

This setting can not be deactivated.

Default value:

--- '86400'

Disables the redirection to the last screen overview / dashboard after a ticket is closed.

This setting can not be deactivated.

Default value:

--- 0

Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer.

This setting can not be deactivated.

Default value:

--- '1'

Permitted width for compose email windows.

This setting can not be deactivated.

Default value:

--- '82'

Permitted width for compose note windows.

This setting can not be deactivated.

Default value:

--- '78'

Sets the prefered time units (e.g. work units, hours, minutes).

This setting can not be deactivated.

Default value:

--- ' (work units)'

Defines the default queue for new tickets in the agent interface.

This setting is not active by default.

Default value:

--- Postmaster