Sets the default body text for notes added in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- ''

Dynamic fields shown in the ticket note screen of the agent interface.

Default value:

--- {}

Allows to save current work as draft in the ticket note screen of the agent interface.

Default value:

--- '1'

Defines the history comment for the ticket note screen action, which gets used for ticket history in the agent interface.

Default value:

--- '%%Note'

Defines the history type for the ticket note screen action, which gets used for ticket history in the agent interface.

Default value:

--- AddNote

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.

This setting can not be deactivated.

Default value:

--- 0

Shows a list of all the involved agents on this ticket, in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Defines if the note in the ticket note screen of the agent interface is visible for the customer by default.

Default value:

--- 0

Allows adding notes in the ticket note screen of the agent interface. Can be overwritten by Ticket::Frontend::NeedAccountedTime.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '1'

Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '1'

Sets the ticket owner in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets if ticket owner must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Required permissions to use the ticket note screen in the agent interface.

This setting can not be deactivated.

Default value:

--- note

Shows the ticket priority options in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Defines the default ticket priority in the ticket note screen of the agent interface.

This setting is not active by default.

Default value:

--- 3 normal

Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets if queue must be selected by the agent.

Default value:

--- 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).

Default value:

--- 0

Sets the responsible agent of the ticket in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets if ticket responsible must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '100'

Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- '620'

Sets if SLA must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets the service in the ticket note screen of the agent interface (Ticket::Service needs to be enabled).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets if service must be selected by the agent.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Sets the state of a ticket in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Defines the default next state of a ticket after adding a note, in the ticket note screen of the agent interface.

This setting is not active by default.

Default value:

--- open

Sets if state must be selected by the agent.

Default value:

--- 0

Defines the next state of a ticket after adding a note, in the ticket note screen of the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- closed
- pending reminder
- pending auto

Sets the default subject for notes added in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- ''

Sets the ticket type in the ticket note screen of the agent interface (Ticket::Type needs to be enabled).

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0

Shows the title field in the ticket note screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- 0