Sets the default body text for notes added in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

--- ''

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

Default value:

--- {}

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

Default value:

--- '1'

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

Default value:

--- '%%Owner'

Defines the history type for the ticket owner 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 owner screen of a zoomed ticket in 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 owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

--- 0

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

Default value:

--- 0

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

Default value:

--- '1'

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

Default value:

--- '1'

Sets the ticket owner in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

--- '1'

Sets if ticket owner must be selected by the agent.

Default value:

--- '1'

Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

--- owner

Shows the ticket priority options in the ticket owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Defines the default ticket priority in the ticket owner screen of a zoomed ticket in the agent interface.

This setting is not active by default.

Default value:

--- 3 normal

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

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 owner screen of a zoomed ticket in 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 owner screen of a zoomed ticket in the agent interface.

Default value:

--- 0

Sets if ticket responsible must be selected by the agent.

Default value:

--- 0

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

Default value:

--- '100'

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

Default value:

--- '620'

Sets if SLA must be selected by the agent.

Default value:

--- 0

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

Default value:

--- 0

Sets if service must be selected by the agent.

Default value:

--- 0

Sets the state of the ticket in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

--- 0

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

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 owner screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- pending reminder
- pending auto

Sets the default subject for notes added in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

--- ''

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

Default value:

--- 0

Shows the title field in the ticket owner screen of a zoomed ticket in the agent interface.

Default value:

--- 0