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Frontend → Agent → View → TicketEscalation

Ticket::Frontend::AgentTicketEscalationView###DefaultColumns

Columns that can be filtered in the escalation view of the agent interface. Note: Only Ticket attributes, Dynamic Fields (DynamicField_NameX) and Customer attributes (e.g. CustomerUserPhone, CustomerCompanyName, ...) are allowed.

Default value: 

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

Ticket::Frontend::AgentTicketEscalationView###Order::Default

Defines the default ticket order (after priority sort) in the escalation view of the agent interface. Up: oldest on top. Down: latest on top.

This setting can not be deactivated.

Default value: 

--- Up

Ticket::Frontend::AgentTicketEscalationView###SortBy::Default

Defines the default ticket attribute for ticket sorting in the escalation view of the agent interface.

This setting can not be deactivated.

Default value: 

--- EscalationTime

Ticket::Frontend::AgentTicketEscalationView###TicketPermission

Defines the required permission to show a ticket in the escalation view of the agent interface.

This setting can not be deactivated.

Default value: 

--- rw

Ticket::Frontend::AgentTicketEscalationView###ViewableTicketsPage

Shows all open tickets (even if they are locked) in the escalation view of the agent interface.

This setting can not be deactivated.

Default value: 

--- '50'

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