Sets the default body text for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
--- ''
Dynamic fields shown in the ticket pending screen of the agent interface.
Default value:
--- {}
Allows to save current work as draft in the ticket pending screen of the agent interface.
Default value:
--- '1'
Defines the history comment for the ticket pending screen action, which gets used for ticket history in the agent interface.
Default value:
--- '%%Pending'
Defines the history type for the ticket pending 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 pending 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 pending 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 pending screen of the agent interface is visible for the customer by default.
Default value:
--- 0
Allows adding notes in the ticket pending 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 pending screen of a zoomed ticket in the agent interface.
Default value:
--- 0
Sets if ticket owner must be selected by the agent.
Default value:
--- 0
Required permissions to use the ticket pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
--- pending
Shows the ticket priority options in the ticket pending 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 pending 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 pending 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 pending 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:
--- '1'
Sets the responsible agent of the ticket in the ticket pending 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 pending 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 pending screen of a zoomed ticket in the agent interface.
Default value:
--- '1'
Defines the default next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
--- pending reminder
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 pending screen of a zoomed ticket in the agent interface.
This setting can not be deactivated.
Default value:
--- - pending reminder - pending auto
Sets the default subject for notes added in the ticket pending screen of a zoomed ticket in the agent interface.
Default value:
--- ''
Sets the ticket type in the ticket pending 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 pending screen of a zoomed ticket in the agent interface.
Default value:
--- 0