Modern systems have many ways to configure their behavior. Some use configuration files edited on the command line, and some use a graphical interface (and save the information to configuration files in the background), yet others use a database. Maintaining changes and auditing can sometimes be an issue, as it is not always clear who made a change. Making bulk changes is not always possible, and rolling back changes a chore.
OTRS uses a comfortable graphical interface to configure the system. All changes to the default system configuration are stored in the database and can be audited (who changed a setting and when, what was the old and what is the new value) and rolled back to a previous state in case of misconfiguration.
Comfortable search allows finding the needed settings quickly and easily.
Use this screen to manage the system configuration settings. OTRS brings about 1750 configuration settings. The system configuration management screen is available in the System Configuration module of the Administration group.
Manage System Configurations
Note
For security reasons, the configuration settings for the database connection cannot be changed in the graphical user interface of the system configuration. These have to be set manually in Kernel/Config.pm
.
To modify a system configuration, you need to do several steps. The following example shows you, how to find, modify, deploy and reset the system configuration FirstnameLastnameOrder
.
-
Find the system configuration by entering a search term
lastname
into to search box.With the full-text search, all configuration settings can be scanned for one or more keywords. The full-text search not only searches through the names of the configuration settings, but also the descriptions and values. This allows an element to be found easily even if its name is unknown.
-
Select the setting from the search results.
-
Click on the header of the widget to see the options.
-
Hover the mouse over the widget body to see the Edit this setting button.
-
Click on the Edit this setting button to activate the edit mode. In edit mode the widget gets an orange border on the left.
Note
If a setting is currently edited by another administrator, it is not possible to get access to the edit mode for that setting until the other administrator finished their work.
-
Change the value of the setting. Editing can be cancelled by clicking the Cancel button on the right or hitting the Escape key on your keyboard. When editing is cancelled, all changes made during the current editing session are discarded.
-
Click on the Save button. If the modification is saved, the widget gets a green border on the left.
-
Go back and click on the Deployment button in the left sidebar. You are also notified in the notification bar, that you have undeployed settings.
-
Review the changes.
-
You can click on the ⇄ button in the top right corner to compare the changes side-by-side.
-
Click on the Deploy selected changes button. If several settings are changed, it is possible to deploy only the selected settings.
-
Add a deployment comment, that explain for other administrators, what is changed and why. Use full sentence here.
-
Go back and search again the term
lastname
to find the modified setting. The widget has a gray border on the left to indicate, this setting is modified.
-
To reset the setting, click on the header of the widget to see the options. Then click on the Reset setting button.
-
Click on the Confirm button.
-
Deploy the settings.
Import And Export System Configurations
Click on the Import & Export button in the left sidebar to access the import-export screen.
To export the system configurations:
-
Click on the Export current configuration button in the Export widget.
-
Save the
Export_Current_System_Configuration.yml
file to your local file system. -
Rename the file to a more descriptive name.
To import the system configurations:
-
Click on the Browse… button in the Import widget.
-
Select a previously exported
.yml
file. -
Click on the Import system configuration button.
Note
This feature is only available to On-Premise customers. If you are a Managed customer, this feature is taken care of by the Customer Solutions Team in OTRS. Please contact us via support@otrs.com or in the OTRS Portal.
Deployment History
Previous revisions can be viewed and restored individually. This makes it easy to reset a setting, reducing errors and downtime. In addition, changes are auditable and revision-proof – the system registers which changes have been made by whom.
To see the deployment history:
-
Go to the System Configuration screen.
-
Click on the Deployment button.
-
Click on the History button.
Every deployment can be further inspected by clicking on View Details link next to it. Details screen can be used to compare the setting with its previous value, before the deployment took place.
It is possible to compare the old and the new settings side-by-side by clicking on the two arrows button.
Additionally, older deployments (every one before current state) can be restored with a simple click. By restoring a deployment, all settings will be reverted to the value they had at the time of the deployment in question.
Finally, deployments can be exported with click on the export button. User will be presented with a download of a YML file that contains changed settings. This YML file can be later restored via Import & Export screen in the system configuration.
Note
If several history entries are displayed in the history, use the filter box to find a particular log entry by just typing the name to filter.
Setting History
Specific setting history can be accessed via History button in the setting widget. This button opens a screen of all values setting had over different deployments. Information like name of the user that made the change and time of change is displayed, along with a useful comparison tool.
To see the setting history:
-
Go to the System Configuration screen.
-
Search for a system configuration setting.
-
Open the setting for editing and click on its header to reveal the buttons.
-
Click on the History button.
Every historical setting value can be restored by clicking on the Restore button in top right corner of the widget.
Business Object Configuration
The following section contains a description of the business object configuration, including the business object lists, business object detail views, business cards and forms.
Business Object Lists
The business object lists provide a tabular view of items with support for configurable columns, sorting and filtering. These lists can be used in many contexts, including as stand-alone screens, widgets, actions, etc.
The default configuration of business object lists can be defined in several places, depending on the screen or element where they are used.
AgentFrontend::<BusinessObjectListType>::<SlugName>###DefaultConfig
-
Standalone or static list screens which are usable via their own URL.
The following system configuration settings are relevant:
-
AgentFrontend::KnowledgeBaseArticleList::Static###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Added###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Updated###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Rated###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Custom1###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Custom2###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Custom3###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Custom4###DefaultConfig
-
AgentFrontend::KnowledgeBaseArticleList::Custom5###DefaultConfig
-
AgentFrontend::TicketList::Legacyescalations###DefaultConfig
-
AgentFrontend::TicketList::Legacyresponsible###DefaultConfig
BusinessObjectListType
-
Type of the business object list to use.
Possible values for the
BusinessObjectListType
key:TicketList KnowledgeBaseArticleList
SlugName
-
Determines the search engine-friendly URL part via which the screen is available.
Note
Currently only single word search engine-friendly URL parts are supported. Also note that the first character of the search engine-friendly URL part will always be converted to lower case variant, for example:
AgentFrontend::TicketList::Static => /agent/tickets/static AgentFrontend::TicketList::Unresolved => agent/tickets/unresolved AgentFrontend::TicketList::Reminders => agent/tickets/reminders AgentFrontend::KnowledgeBaseArticleList::Added => agent/knowledge-base-articles/added
-
AgentFrontend::WebNotificationList###DefaultConfig
-
The default configuration for the Web Notifications list.
Link to the reference of the system configuration:
AgentFrontend::Search###001-Framework
-
The default configuration for the Search Results list.
Link to the reference of the system configuration:
AgentFrontend::TicketList::ArticlePreview###DefaultConfig
-
The default configuration for the Article Preview in the Ticket list.
Link to the reference of the system configuration:
AgentFrontend::*###DefaultConfig
-
The default configuration for the inline business object lists. Inline list tables are shown as part of several actions like Merge Ticket, Link Objects or Append to Ticket.
The following system configuration settings are relevant:
AgentFrontend::*AddressBookList*###DefaultConfig
-
The default configuration for the Customer User and Customer address book screens. The address books allow contextual adding of customer and customer user records to target form fields.
The following system configuration settings are relevant:
Each business object list setting has a Config
key which contains its configuration.
See also
The detailed explanation of the possible Config
key values can be found in the Business Object List YAML Configuration chapter.
YAML Configuration Basics
Before we delve too deeply into the business object configuration, it is important to explain the YAML syntax which is heavily used for some of the setting values.
YAML (a recursive acronym for YAML Ain’t Markup Language) is a human-readable data-serialization language. It is commonly used for configuration files, but it can describe data structures of arbitrary complexity.
Although YAML supports many of them, only a few data types are used in the context of OTRS configuration:
- Scalar
-
This is the most basic data type; it could be a number, a string, or a boolean expression. Sometimes it is also referred to as a value.
Number: 42 String1: Foo String2: 'Foo bar' String3: "Foo bar Xyzzy" Boolean1: 1 Boolean2: 0
Note
Scalar data type is never used on its own, but it is always part of another higher-level structure.
- List
-
List contains an arbitrary number of items which can be of any data type. Sometimes it is also referred to as an array.
Each item in a list is divided from others by a separator in the form of a minus sign followed by a single space.
List1: - Item1 - Item2 - Item3
It is recommended that list items are indented via a minus sign followed by a single space. This style is used throughout this guide and default configuration.
Warning
In YAML, the number of spaces is important. The number of spaces used for indentation must always be consistent, otherwise unexpected structures or syntax errors can occur.
Note
To define an empty list, you can use the square bracket syntax:
EmptyList: []
- Object
-
Object is a data type consisting of key/value pairs, separated by the colon punctuation mark. Sometimes it is also referred to as a hash.
Object key is always on the left side of the colon punctuation mark, while the value is always on its right side (or indented below):
Object1: Key1: Value1 Key2: Value2 Key3: Value3
It is recommended that object key/value pairs are indented with two spaces. This style is used throughout this guide and default configuration.
Warning
In YAML, the number of spaces is important. The number of spaces used for indentation must always be consistent, otherwise unexpected structures or syntax errors can occur.
Note
To define an empty object, you can use the curly brackets syntax:
EmptyObject: {}
To signal that a text uses YAML syntax, it is recommended to add a document header to its first line that consists of three consecutive minus signs, followed by the line break. By doing this consistently, it becomes very easy to identify YAML structures when mixed with other configurations.
With the three basic data types explained above, it is possible to create more complex structures. For example, an array of hashes:
---
Array:
- Key1: A
Key2: B
Key3: C
- Key1: 1
Key2: 2
Key3: 3
- Key1: I
Key2: II
Key3: III
Note
In a list that contains multiple object keys, only the first key must be prefixed with the minus sign followed by a space. Each subsequent key must be prefixed with two spaces.
The following example illustrates the usage of a hash of arrays:
---
Hash:
Key:
Subkey1:
- Item1
- Item2
- Item3
Subkey2:
- Item4
- Item5
- Item6
Note
If the object keys are separated by other structures, it is important to keep them on the same indentation level. Since they are all siblings, they must be prefixed by the same number of spaces.
It is also possible to mix the data types that result in more complex data structures:
---
Key1:
- Subkey1: Value1
- Subkey2: Value2
Key2: Value3
Key3:
Subkey3:
- Value4
- Value5
YAML supports comments in its code, so it is possible to include additional text that will be ignored during parsing. This is useful in case users need to describe certain parts of the structure, perhaps for future reference, or to quickly ignore part of the code without actually removing it.
Comments can be marked with #
. Any following text will be ignored.
---
# This is a comment
Key: Value # This is another comment
# Key2: Value 2
In the example above, the last line will be ignored too since it starts with #
.
If you actually want to use the pound sign as part of your string of values, simply enclose the complete string in quotes.
---
String: 'Comments start with # character'
When you edit an OTRS system setting with the YAML value type, a suitable text editor will be displayed.
When saving the setting, the YAML structure will be checked for validity. In case of an error, it is possible to change and correct the structure.
It is important to understand that only the syntax of the structure is checked during validation. A deep validation will not occur. It is your responsibility as an administrator to ensure that the configuration you specify is correct.
Warning
The most common errors that occur are related to indentation. You have to ensure that your indentations are consistent, especially the indentations of the different data types. For example, the following two structures are considered different.
---
Object:
Key:
Subkey: Value
---
Object:
Key:
Subkey: Value
Since the Subkey
in the second example is not aligned properly within its parent Key
, it is considered to be its sibling part and not a child. In this case the actual value of the Key
will be empty.
Business Object List YAML Configuration
A business object list YAML configuration can have many parameters. The following example shows how to construct a business object list in general.
Type: BusinessObject
BusinessObjectType: Ticket
ScreenTitle: <Some Screen Title>
Changeable: 1
FilterPresets:
"<Displayed Filter Preset Name>":
<FilterName1>:
Value: <Value>
<FilterName2>:
Value:
- <Value1>
- <Value2>
<FilterName3>:
Value:
<Parameter1>: <Value1>
<Parameter2>: <Value2>
...
ActiveFilters:
<FilterName1>:
Value: <Value>
<FilterName2>:
Value:
- <Value1>
- <Value2>
<FilterName3>:
Value:
<Parameter1>: <Value1>
<Parameter2>: <Value2>
...
...
AllowGETConfig:
- <ConfigurationName1>
- <ConfigurationName2>
- ...
Columns:
<ColumnName1>:
IsVisible: 0|1|2
IsInlineEditable: 0|1
...
DefaultColumnOrder:
- <ColumnName1>
- <ColumnName2>
- ...
HideAvailableFilters:
- <FilterName1>
- <FilterName2>
- ...
ItemsPerPage: 10
Limit: 1000
SortBy:
- Column: <ColumnName>
Direction: Down|Up
- ...
AvailableDynamicFieldFilters:
- <FilterName1>
- <FilterName2>
- ...
The following YAML keys and values can be used for business object lists.
Type
-
Defines the type of the setting. This is an internal value which is always set to
BusinessObject
and must not be changed.Warning
Changing this value might result in a broken system configuration.
BusinessObjectType
-
Defines the business object type of the business object list. This is an internal value which is specific for the current list type and must not be changed.
Warning
Changing this value might result in a broken system configuration.
ScreenTitle
-
Defines the title of the business object list.
Note
In some places, you may notice
# translatable
comments that are displayed next to the text values. This marker is only used for the internal collection of translatable strings and has no effect in the changed settings. Adding this comment to modified values will not result in the actual text translation.The visible text in the configuration can be translated into other languages with custom language files. For more information, see the Custom Language File chapter.
Changeable
-
Defines whether the business object list can be personalized by the user in the front end. If turned off, the view configuration will not be available and also filter presets for the view cannot be saved. The value can be
1
(on) or0
(off). The assumed default is off when the key is not used in the definition. FilterPresets
-
Defines the pre-defined filters used for the business object list. Multiple filters can be defined here. The filter value can be a string, array or a hash. The following YAML snippet shows examples for all types.
FilterPresets: Closed: StateType: Value: Closed Locked: LockIDs: Value: - 2 "Reminder Reached": TicketPending_DateTimeRelative: Value: Format: minute Point: 1 Start: Before
See also
The list of possible filter names can be found in the Filter Names chapter.
ActiveFilters
-
Defines the filters that are active when displaying the business object list. Multiple filters can be added here; each is defined by the filter name. The filter value can be a string, array or a hash. The following YAML snippet shows examples for both.
ActiveFilters: StateType: Value: Closed TicketClose_DateTimeRelative: Value: Start: Before Point: 1 Format: minute
See also
The list of possible filter names can be found in the Filter Names chapter.
AllowGETConfig
-
Defines what parameters can be changed via the URL with the
Config
URL query parameter:AllowGETConfig: - VisibleColumns - SortBy - ActiveFilters - FilterPresets - ItemsPerPage - FilterPresetSelected
The list should contain names of other configuration keys for which definition will be allowed when passed via the correct URL query parameter to the view.
See also
For an example and more information, please see the section about Custom URL Support.
Columns
-
Defines the columns that are available for the business object list in the front end.
IsVisible
-
Defines whether the column is not visible (
0
), not visible by default but the agent can make it visible (1
) or visible by default (2
). IsInlineEditable
-
Defines whether the value in the column is inline editable (
1
) or not (0
).
See also
The list of possible column names can be found in the Column Names chapter.
DefaultColumnOrder
-
Defines the default column order in the business object list.
HideAvailableFilters
-
Defines the filters which are not available for the agents in the front end, either in the view configuration or in the filter presets.
ItemsPerPage
-
Defines the number of objects per page that are displayed by default and the number of new objects that are loaded when the agent scrolls down the list. If omitted, it takes the default value of
10
. Although there is no upper limit, it is not advisable to set the value greater than100
for performance reasons. Limit
-
Defines the maximum amount of displayed objects in a business object list. Most of the list types in the system are limited to an upper boundary of 10,000 objects for performance reasons.
SortBy
-
Defines the sorting criteria and the sorting order of the objects in the business object list.
AvailableDynamicFieldFilters
-
Defines the list of dynamic fields by name which are available as filters.
Business Object Detail Views
The business object detail views can be organized into several families.
The following settings define the default column layout configuration for the detail view screens.
The following system configuration settings are relevant:
The following settings define the default column layout configuration for the business object overview screens.
The following system configuration settings are relevant:
The following settings define the default column layout configuration for the business object create screens.
The following system configuration settings are relevant:
The following settings define the custom column layout configurations for adding additional widgets to a specific view. By default, these are empty settings. If additional widgets are added to them, they will be merged with the remaining settings for the corresponding view.
The following system configuration settings are relevant:
Each of the above settings has the same key structure:
Type
-
Type of the business object screen.
Possible values for the
Type
key:BusinessObjectCreate BusinessObjectDetailView BusinessObjectOverview
BusinessObjectType
-
Business object type behind the screen.
Possible values for the
BusinessObjectType
key:CustomerCompany CustomerUser Dashboard KnowledgeBaseArticle Statistic StatisticReport Ticket
ColumnLayout
-
The YAML configuration for different column views.
See also
The detailed explanation of the
ColumnLayout
key can be found in the Business Object Detail View YAML Configuration chapter.
Business Object Detail View YAML Configuration
The YAML structure defines the content for the one, two or three column views. The definition contains the information about which widgets are displayed per default in each view.
ActiveColumnLayout: OneColumn
OneColumn:
1:
- Name: <WidgetName1>
- Name: <WidgetName2>
...
TwoColumns:
1:
- Name: <WidgetName1>
- Name: <WidgetName2>
...
2:
- Name: <WidgetName3>
- Name: <WidgetName4>
...
ThreeColumns:
1:
- Name: <WidgetName1>
- Name: <WidgetName2>
...
2:
- Name: <WidgetName3>
- Name: <WidgetName4>
...
3:
- Name: <WidgetName5>
- Name: <WidgetName6>
...
StripeSidebar:
- Name: StripePeople
...
Note
The sidebar is only available for business objects of type Ticket
.
ActiveColumnLayout
-
Controls which column layout should be loaded by default. Possible values are:
OneColumn
,TwoColumns
orThreeColumns
.
Available widget names for specific column layouts depend on the specific business object screen.
CalendarOverview
-
Possible widget names for the Calendar Overview screen.
AppointmentsToday AppointmentsThisWeek AppointmentsThisMonth
CustomerCompanyCreate
-
Possible widget names for the Add Customer screen.
CreateProperties
CustomerCompanyDetailView
-
Possible widget names for the Customer detail view screen.
CustomerInformation CustomerUserList EscalatedTickets OpenTickets ReminderTickets TicketList
CustomerUserCreate
-
Possible widget names for the Add Customer User screen.
CreateProperties
CustomerUserDetailView
-
Possible widget names for the Customer User detail view screen.
CustomerInformation EscalatedTickets OpenTickets ReminderTickets TicketList
Dashboard
-
Possible widget names for the Dashboard screen.
CalendarView CustomerList CustomerUserList DashboardIframe DashboardImage DashboardPeople EscalatedTickets KnowledgeBaseArticleList News OpenTickets QueueOverview RecentlyUpdatedKnowledgeBaseArticles ReminderTickets TicketList UnlockedTickets
KnowledgeBaseArticleCreate
-
Possible widget names for the Add Knowledge Base Article screen.
CreateProperties
KnowledgeBaseArticleDetailView
-
Possible widget names for the Knowledge Base Article detail view screen.
KBAAttachments KBAItemField1 KBAItemField2 KBAItemField3 KBAItemField4 KBAItemField5 KBAItemField6 KBALinkedObjects::CalendarAppointment KBALinkedObjects::KnowledgeBaseArticle KBALinkedObjects::Ticket KBAProperties KBARating People
StatisticCreateUpdateView
-
Possible widget names for the Create Statistic and Edit Statistic screens.
CreateUpdateProperties
StatisticReportCreateUpdateView
-
Possible widget names for the Create Report and Edit Report screens.
CreateUpdateProperties
StatisticReportOverview
-
Possible widget names for the Statistics and Reports overview screen.
StatisticLists StatisticMetrics StatisticReportList StatisticStatic
TicketCreate::Email
-
Possible widget names for the Create Email Ticket screen.
CreateProperties CustomerHistory CustomerInformation CustomerUserHistory
TicketCreate::Phone
-
Possible widget names for the Create Phone Ticket screen.
CreateProperties CustomerHistory CustomerInformation CustomerUserHistory
TicketCreate::SMS
-
Possible widget names for the Create SMS Ticket screen.
CreateProperties CustomerHistory CustomerInformation CustomerUserHistory
TicketCreate::Process
-
Possible widget names for the Create Process Ticket screen.
CreatePropertiesProcess ProcessInformation
TicketDetailView
-
Possible widget names for the ticket detail view screen.
Attachments BusinessProcessInformation CommunicationCompact CommunicationStream CustomerInformation FormDrafts LinkedObjects::CalendarAppointment LinkedObjects::KnowledgeBaseArticle LinkedObjects::Ticket People Properties
Widget Type Definitions
Each widget type provides its own definition that will be inherited by any widget that uses it. For example, let’s take a look how this definition looks for one of the dashboard widget types:
The configuration of this widget type is located in the AgentFrontend::Dashboard::WidgetType###TicketList system configuration setting in YAML format.
A widget type definition contains the following general YAML keys:
Type: BusinessObject
BusinessObjectType: Ticket
ActiveFilters: {}
FilterPresets: {}
Columns: {}
Collapsed: 0
Hidden: 0
Type
-
Defines whether the related widget type handles a business object or other data.
BusinessObject
is currently the only supported type, but this might be extended by installed packages. BusinessObjectType
-
This key defines the type of object the configuration is valid for. Based on this type, the front end and the back end will handle this object differently. New business object types may also be added by installed packages.
ActiveFilters
-
This key defines the default filters that are active when displaying the business object list. It contains a hash of filters. A single filter also has a hash structure that normally contains a filter value. The value can be a string, array or hash for special filters like dates.
ActiveFilters: <FilterName1>: Value: <Value> <FilterName2>: Value: <Value>
The following example illustrates two active filters which are showing only tickets that were closed recently:
ActiveFilters: StateType: Value: Closed TicketClose_DateTimeRelative: Value: Start: Before Point: 1 Format: minute
See also
The list of possible filter names can be found in the Filter Names chapter.
FilterPresets
-
A hash of default filter preset names with a defined set of filters.
FilterPresets: "<Filter Preset Name 1>": <FilterName1>: Value: <Value> "<Filter Preset Name 2>": <FilterName2>: Value: <Value>
The following example illustrates three separate filter presets: locked, unlocked and unread tickets.
FilterPresets: Locked: LockIDs: Value: - 2 Unlocked: LockIDs: Value: - 1 Unread: AgentTicketFlagSeen: Value: Unread
See also
The list of possible filter names can be found in the Filter Names chapter.
Widget Definitions
Each widget provides its own definition that will be merged with the configuration of the inherited widget type. For example, let’s take a look at what this definition looks like for one of the widgets in the customer business object detail view:
The configuration of this widget is located in the AgentFrontend::CustomerCompanyDetailView::Widget###ReminderTickets system configuration setting in YAML format.
A widget definition contains the following general YAML keys:
Title: Reminders # Translatable
Active: 1
IsVisible: 1
IsAlwaysPresent: 0
IsDuplicatable: 1
Config: {}
Active
-
Defines whether the widget is active.
Collapsed
-
Defines whether the form group is collapsed by default.
Config
-
This key contains the complete default configuration of a widget. If left empty, the configuration of the widget type is used.
Hidden
-
Defines whether the widget is hidden.
IsVisible
-
Defines whether the widget is visible per default.
IsAlwaysPresent
-
Defines whether the widget can be removed from a view by the user.
IsDuplicatable
-
Defines whether the widget can be placed in a view multiple times.
Title
-
Defines the displayed title of a widget in the header section.
Note
In some places, you may notice
# translatable
comments that are displayed next to the text values. This marker is only used for the internal collection of translatable strings and has no effect in the changed settings. Adding this comment to modified values will not result in the actual text translation.The visible text in the configuration can be translated into other languages with custom language files. For more information, see the Custom Language File chapter.
If the widget contains a business object list:
Columns
-
A hash with column names that are displayed in the business object list.
Columns: <ColumnName1>: IsVisible: <Value> <ColumnName2>: IsVisible: <Value>
Possible values for the
IsVisible
key:-
0
= not available -
1
= available but not visible -
2
= available and visible
See also
The list of possible column names can be found in the Column Names chapter.
-
ArticleDynamicFields
-
Contains a list of dynamic fields to be displayed in the article preview. The dynamic fields must be added without the prefix
DynamicField_
.ArticleDynamicFields: - <FieldName1> - <FieldName2> ...
ArticleViewType
-
Defines whether the articles should be displayed collapsed or expanded by default.
ArticleViewType: collapsed
DefaultColumnOrder
-
An array of column names that defines the default column order in the business object list.
DefaultColumnOrder: - <ColumnName1> - <ColumnName2> ...
DefaultFilterPresetFields
-
Defines the default filter preset fields and their values.
DefaultFilterPresetFields: <FilterName1>: Value: '<Value>' <FilterName2>: Value: '<Value>'
CountPolling
-
This determines whether the organizer item queries the current number of its objects in the background and displays them in a speech bubble next to the icon.
CountPolling: ShowNumberFoundItems
Possible values for the
CountPolling
key:-
0
= do not show number -
ShowNumberFoundItems
= show number of found tickets
-
Header
-
This key contains the definition of information fields to be displayed in the header section of the agent business cards.
Header: Properties: - Name: Avatar IsVisible: 1
HideAvailableFilters
-
This key contains a list of filter names that are not present in the list of available filters in the widget configuration.
HideAvailableFilters: - <FilterName1> - <FilterName2> - <FilterName3>
The following example hides filters for the ticket customer, text search and ticket type:
HideAvailableFilters: - CustomerID - Fulltext - TypeIDs
Identifier
-
Defines the property that will be used as a full-width card in the Properties widget. The property must be a unique identifier of the business object. If defined this property can be configured separately from other cards.
Identifier: Name: TicketNumber IsVisible: 0
InitialLimit
-
Defines the limit of displayed agents in the stripe sidebar in the collapsed state.
ItemsPerPage
-
A number that defines the number of items per page or load.
Limit
-
A number that defines the maximum amount of displayed items.
LastUsedFilterPreset
-
Defines the last used filter preset of a widget. This will be automatically applied when the widget is loaded.
LastUsedFilterPreset: "Reminder Reached"
Properties
-
The properties are special containers (cards) within a widget that contain detailed information about a specific value of the associated business object. The cards have the option to allow editing of the associated value directly, such as setting a new queue or the owner of a ticket. The properties list in the configuration contains the name and default visibility state of every property.
Properties: - Name: ArchiveFlag IsVisible: 1 - Name: Created IsVisible: 1 - Name: CustomerTickets IsVisible: 1 - Name: Lock IsVisible: 1 IsInlineEditable: 0 - Name: Watch IsVisible: 1 IsInlineEditable: 0
Possible values for the
IsVisible
key:-
0
= not available -
1
= available but not visible -
2
= available and visible
Possible values for the
IsInlineEditable
key:-
0
= not editable -
1
= editable
-
ShowPropertyOnEmpty
-
Defines whether the customer or customer user business card is displayed in the customer information widget when it does not contain a value.
ShowPropertyOnEmpty: 1
Note
This key is supported only by the customer and customer user business cards and cannot be used for regular property cards.
SortBy
-
Defines the sort order of the business object list. To sort by multiple columns simultaneously, add each sort column as a separate element in the configuration.
SortBy: - Column: Created Direction: Down - Column: Priority Direction: Up
See also
The list of sortable columns per business object type can be found in the Column Names chapter. Look for the ⇅ marker next to the column name.
Note
Only certain business object types support the multi-sorting feature, please see Column Names chapter for more information.
Forms
The configurable forms can be used in many screens, including ticket and article actions. The form configuration will define the fields and properties displayed for each action. Here is the form of Add Note action as an example.
The configuration of this form is located in the Forms###AgentFrontend::Ticket::Action::Note system configuration setting in YAML format.
In general a form can contain a list of fields and form groups. Both are optional and can be added multiple times.
---
- <Field>
- ...
- <FormGroup>
- ...
The field is the basic element of a form. A field can have multiple properties.
- Name: <InternalName>
Label: <Displayed Label>
Config:
<Parameter>:
- <value>
- ...
Default: <default value>
Description: <some description>
Disabled: 1
Hidden: 1
Hint: <some hint>
Required: 1
Props:
MaxLength: 20
The following keys and values can be used for the fields.
Warning
The keys marked with the * symbol are mandatory. Skipping them might result in broken configuration and/or non-functional features.
If a non-mandatory key is missing from the form field configuration, it will assume the built-in default behavior.
Warning
Most forms and their fields are subject to existing Access Control Lists (ACL). These rules have the final word on which values can be used in the fields and which will overwrite the form configuration.
Name
*-
Defines the internal name of the field. This key has pre-defined values for each form.
See also
The list of possible field names can be found in the Form Fields chapter.
The dynamic fields can also be added to the form by using the
DynamicField_
prefix and the name of the dynamic field. For example, if there is a dynamic field with the nameTestDropdown
, you need to useDynamicField_TestDropdown
in the form configuration. Label
-
Defines the label of the field displayed above the input element. If omitted, the default label is displayed for the field specified with
Name
.Note
In some places, you may notice
# translatable
comments that are displayed next to the text values. This marker is only used for the internal collection of translatable strings and has no effect in the changed settings. Adding this comment to modified values will not result in the actual text translation.The visible text in the configuration can be translated into other languages with custom language files. For more information, see the Custom Language File chapter.
Config
-
Defines the values that can be selected in a drop-down list. The values depend on the field specified with
Name
.- Name: StateID Config: StateType: - open - pending auto - pending reminder - closed Default: 4 # open
Note
The
Config
key is not applicable for all fields. It is only supported for specific fields. If the key is missing from the default configuration, it is most likely not supported by that field. Default
-
Defines the default value for the field. If the form field refers to an ID, the default value will be an ID from the appropriate database table.
In the example above, the state type
open
has theid=4
in theticket_state
table.Note
The
Default
key must refer to a constant value. Substituting it with search terms, regular expressions or similar constructs is currently not supported. Description
-
Defines the description of the field. The description is displayed next to the label as a bubble icon and shows a tooltip when the mouse is hovered.
Disabled
-
Defines whether the field is displayed in a disabled state. A disabled field means that the field is read-only. The field value will, however, be sent by submitting the form.
Hidden
-
Defines whether the field will be hidden. A hidden field is still part of the form and its value will be sent by submitting the form, but it will not be displayed in the user interface.
Hint
-
Defines explanation text for the field which is displayed below the input element as help text.
Required
-
Defines whether the field is mandatory. A mandatory field cannot be empty.
Props
-
Props are like traits or additional behavior of the front end components, and normally they are used in the source code by the developers, but the configurable form feature now allows modifying their values.
See also
For the complete list of props, see the API documentation of the design system.
The fields can be grouped into form groups. The form groups can contain other form groups or fields. The form groups can be displayed in one, two or three column layouts.
- Label: <Displayed Label>
Collapsible: 1
Collapsed: 1
Fields:
- <Field>
- ...
- <FormGroup>
- ...
- ColumnLayout: N # Repeated N-times (2 or 3)
Fields:
- <Field>
- ...
- <FormGroup>
- ...
The following keys and values can be used for the form groups.
Warning
The keys marked with the * symbol are mandatory. Skipping them might result in broken configuration and/or non-functional features.
Label
*-
Defines the label of the form group.
Collapsible
-
Defines whether the form group is collapsible.
Collapsed
-
Defines whether the form group is collapsed by default.
Fields
*-
Lists the fields and form groups that belong to this form group. There is no limitation on how many fields can be added or how many form groups can be nested.
If the form group has no fields and acts only as placeholder, then this key has to be defined as an empty list.
- Label: Placeholder Form Group Fields: []
ColumnLayout
-
Defines the grid in the form component. The fields are displayed in one column layout by default. This key can be used only for the two or three column layouts. The width of the columns are the same, 50%-50% for two column layout and 33%-33%-33% for three column layout.
- Label: Two Column Example - ColumnLayout: 2 Fields: - Name: IsVisibleForCustomer - ColumnLayout: 2 Fields: - Name: MarkAsImportant
Business Cards
Business cards are used throughout the system to display additional information about agent users.
The configuration of this business card is located in the AgentFrontend::BusinessCard::User system configuration setting in YAML format.
AdditionalProperties
-
This key is used to show additional user fields in the agent business card. Each field is referenced by its
Name
key. It is possible to customize itsDisplayName
and control visibility viaIsVisible
flag (1 shows it, 0 hides it). Contact
-
This key defines contact options in agent business cards. Each property item is referencing a user field with some contact information via the
Name
key (i.e.UserEmail
), an icon to show the user (regular weight only!) and can be made visible via theIsVisible: 1
key. By default, clicking on these contact icons will copy the value of the user field to the clipboard.Alternatively, the
Link
key can be specified to show a URL instead. EachLink
key supports the TemplateToolkit syntax for replacements, and will receive all of the field values of the user via theData
variable. Chat
-
This key adds an icon to call the chat function directly from a business card.
Header
-
This key defines the information shown in the header of a business card. Each field is referenced by its
Name
key. It is only possible to control the visibility viaIsVisible
flag (1 shows it; 0 hides it).
Business Object Reference
This chapter lists all possible values for specific business object configurations. The values can be different in each setting.
Column Names
The columns can be referenced by their name. This section lists the possible column names for specific business object types.
Note
The columns marked with the ⇅ symbol are sortable. The default limit for the multi-sorting feature is a maximum of three columns at a time, unless explicitly mentioned differently.
ChatRequest
-
Possible column names:
-
Action
-
Channel
⇅ -
CreateTime
⇅ -
Description
-
RequesterName
⇅ -
RequesterType
⇅ -
Type
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
CustomerCompany
-
Possible column names depend on the available fields in the
CustomerCompany###Map
configuration array. For the default database back end, these include:-
CustomerCompanyCity
⇅ -
CustomerCompanyComment
⇅ -
CustomerCompanyCountry
⇅ -
CustomerCompanyName
⇅ -
CustomerCompanyStreet
⇅ -
CustomerCompanyURL
⇅ -
CustomerCompanyZIP
⇅ -
CustomerID
⇅ -
ValidID
⇅
Additional column names which are always available:
-
ClosedTickets
-
Edit
-
OpenTickets
-
CustomerUser
-
Possible column names depend on the available fields in the
CustomerUser###Map
and theCustomerCompany###Map
configuration arrays. For the default database back ends, these include:-
CustomerCompanyCity
⇅ -
CustomerCompanyComment
⇅ -
CustomerCompanyCountry
⇅ -
CustomerCompanyName
⇅ -
CustomerCompanyStreet
⇅ -
CustomerCompanyURL
⇅ -
CustomerCompanyValidID
⇅ -
CustomerCompanyZIP
⇅ -
CustomerID
⇅ -
UserCity
⇅ -
UserComment
⇅ -
UserCountry
⇅ -
UserCustomerID
⇅ -
UserEmail
⇅ -
UserFax
⇅ -
UserFirstname
⇅ -
UserLastname
⇅ -
UserLogin
⇅ -
UserMobile
⇅ -
UserPassword
⇅ -
UserPhone
⇅ -
UserStreet
⇅ -
UserTitle
⇅ -
UserZip
⇅ -
ValidID
⇅
Additional column names which are always available:
-
Chat
-
ClosedTickets
-
CreateTicket
-
Edit
-
OpenTickets
-
SwitchToCustomer
-
FormDraft
-
Possible column names:
-
Delete
-
Saved
-
Title
-
Type
-
KnowledgeBaseArticle
-
Possible column names:
-
Approved
-
Category
⇅ -
Changed
⇅ -
ChangedBy
-
ContentType
-
Created
⇅ -
CreatedBy
-
Helpful
-
Language
⇅ -
NotHelpful
-
Number
⇅ -
State
⇅ -
Title
⇅ -
Valid
⇅
-
KnowledgeBaseArticleAttachment
-
Possible column names:
-
ContentType
⇅ -
CreateTime
⇅ -
Download
-
Filename
⇅ -
Filesize
⇅ -
Preview
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
Search
-
Possible column names:
-
Result
-
Source
-
Type
-
Statistic
-
Possible column names:
-
Changed
⇅ -
Created
⇅ -
ObjectName
⇅ -
ObjectType
⇅ -
StatNumber
⇅ -
StatType
⇅ -
Title
⇅ -
Valid
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
StatisticReport
-
Possible column names:
-
ChangeTime
⇅ -
CreateTime
⇅ -
CronDefinition
-
Description
-
Language
-
Name
⇅ -
Valid
⇅
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
Ticket
-
Possible column names:
-
Age
⇅ -
ArticleTree
-
Changed
⇅ -
Created
⇅ -
CreatedBy
-
CustomerCompanyName
-
CustomerID
⇅ -
CustomerName
-
CustomerUserID
-
EscalationResponseTime
⇅ -
EscalationSolutionTime
⇅ -
EscalationTime
⇅ -
EscalationUpdateTime
⇅ -
Lock
⇅ -
Owner
⇅ -
PendingTime
⇅ -
Priority
⇅ -
Queue
⇅ -
Responsible
⇅ -
Sender
-
Service
⇅ -
SLA
⇅ -
State
⇅ -
Subject
-
TicketNumber
⇅ -
Title
⇅ -
Type
⇅ -
Watch
-
TicketArticle
-
Possible column names:
-
ArticleNumber
⇅ -
ArticleProperties
-
Attachment
-
Channel
⇅ -
CreateTime
⇅ -
Direction
-
Sender
-
Status
-
Subject
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
TicketAttachment
-
Possible column names:
-
ContentType
⇅ -
CreateTime
⇅ -
Direction
⇅ -
Download
-
Filename
⇅ -
Filesize
⇅ -
Preview
Note
This business object type does not support the multi-sorting feature. Sorting is supported only by a single column at a time.
-
WebNotification
-
Possible column names:
-
CreateTime
⇅ -
Name
⇅ -
ObjectReference
⇅ -
ObjectType
⇅ -
Subject
⇅
-
Filter Names
Filters can be referenced by their names. This section lists the possible filter names for specific business object types. Each filter has a value type displayed next to it that can be used to quickly jump to the reference.
See also
The list of possible filter value types can be found in the Filter Value Types chapter.
Note
The filters marked with the × symbol support array values for multiple matches.
ChatRequest
-
The following filter names and values can be used for the Chat Request business object lists.
ChannelIDs
: array ×-
Defines the IDs of the chat channels.
Create_DateTimeRange
: absolute date-
Defines the absolute range of the chat request creation time.
Create_DateTimeRelative
: relative date-
Defines the relative range of the chat request creation time.
RequesterType
: array ×-
Defines the type of the user that initiated the chat request.
User
-
The user is an agent.
Customer
-
The user is a customer user.
Public
-
The user is anonymous (public user).
Type
: array ×-
Defines the type of the chat request.
Invitation
-
The invitation to a chat initiated by another agent user.
Request
-
A chat request initiated by a customer user or a public user.
CustomerCompany
-
The following filter names and values can be used for the Customer business object lists.
CustomerCompanyCity
: string-
Defines the text when searching for the customer city. Wildcard * can be used. The search is case insensitive.
CustomerCompanyComment
: string-
Defines the text when searching for the customer comment. Wildcard * can be used. The search is case insensitive.
CustomerCompanyCountry
: string-
Defines the text when searching for the customer country. Wildcard * can be used. The search is case insensitive.
CustomerCompanyName
: string-
Defines the text when searching for the customer name. Wildcard * can be used. The search is case insensitive.
CustomerCompanyStreet
: string-
Defines the text when searching for the customer street. Wildcard * can be used. The search is case insensitive.
CustomerCompanyURL
: string-
Defines the text when searching for the customer URL. Wildcard * can be used. The search is case insensitive.
CustomerCompanyZIP
: string-
Defines the text when searching for the customer postcode. Wildcard * can be used. The search is case insensitive.
CustomerID
: string-
Defines the text when searching for the customer ID. Wildcard * can be used. The search is case insensitive.
ValidID
: array ×-
Defines the IDs of the customer validity. By default, these include:
-
1
= valid -
2
= invalid -
3
= invalid-temporarily
-
CustomerUser
-
The following filter names and values can be used for the Customer User business object lists.
CustomerCompany_CustomerCompanyCity
: string-
Defines the text when searching for the customer city. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyComment
: string-
Defines the text when searching for the customer comment. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyCountry
: string-
Defines the text when searching for the customer country. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyName
: string-
Defines the text when searching for the customer name. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyStreet
: string-
Defines the text when searching for the customer street. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyURL
: string-
Defines the text when searching for the customer URL. Wildcard * can be used. The search is case insensitive.
CustomerCompany_CustomerCompanyZIP
: string-
Defines the text when searching for the customer postcode. Wildcard * can be used. The search is case insensitive.
CustomerCompany_ValidID
: array ×-
Defines the IDs of the customer validity. By default, these include:
-
1
= valid -
2
= invalid -
3
= invalid-temporarily
-
CustomerID
: string-
Defines the text when searching for the related customer ID. Wildcard * can be used. The search is case insensitive.
UserCity
: string-
Defines the text when searching for the customer user city. Wildcard * can be used. The search is case insensitive.
UserComment
: string-
Defines the text when searching for the customer user comment. Wildcard * can be used. The search is case insensitive.
UserCountry
: string-
Defines the text when searching for the customer user country. Wildcard * can be used. The search is case insensitive.
UserCustomerID
: string-
Defines the text when searching for the customer user ID. Wildcard * can be used. The search is case insensitive.
UserEmail
: string-
Defines the text when searching for the customer user email address. Wildcard * can be used. The search is case insensitive.
UserFax
: string-
Defines the text when searching for the customer user fax number. Wildcard * can be used. The search is case insensitive.
UserFirstname
: string-
Defines the text when searching for the customer user first name. Wildcard * can be used. The search is case insensitive.
UserLastname
: string-
Defines the text when searching for the customer user last name. Wildcard * can be used. The search is case insensitive.
UserLogin
: string-
Defines the text when searching for the customer user login name (username). Wildcard * can be used. The search is case insensitive.
UserMobile
: string-
Defines the text when searching for the customer user mobile number. Wildcard * can be used. The search is case insensitive.
UserPhone
: string-
Defines the text when searching for the customer user phone number. Wildcard * can be used. The search is case insensitive.
UserStreet
: string-
Defines the text when searching for the customer user street. Wildcard * can be used. The search is case insensitive.
UserTitle
: string-
Defines the text when searching for the customer user title. Wildcard * can be used. The search is case insensitive.
UserZip
: string-
Defines the text when searching for the customer user postcode. Wildcard * can be used. The search is case insensitive.
ValidID
: array ×-
Defines the IDs of the customer user validity. By default, these include:
-
1
= valid -
2
= invalid -
3
= invalid-temporarily
-
KnowledgeBaseArticle
-
The following filter names and values can be used for the Knowledge Base Article business object lists.
Approved
: boolean-
Defines whether the article has been approved.
CategoryIDs
: array ×-
Defines the IDs of the article categories.
CreatedUserIDs
: array ×-
Defines the IDs of the agents who created the article.
ItemChange_DateTimeRange
: absolute date-
Defines the absolute range of the article change time.
ItemChange_DateTimeRelative
: relative date-
Defines the relative range of the article change time.
ItemCreate_DateTimeRange
: absolute date-
Defines the absolute range of the article create time.
ItemCreate_DateTimeRelative
: relative date-
Defines the relative range of the article create time.
Keyword
: string-
Defines the text when searching for the article keyword. Wildcard * can be used. The search is case insensitive.
LanguageIDs
: array ×-
Defines the IDs of the article language. By default, these include:
-
en
-
de
-
LastChangedUserIDs
: array ×-
Defines the IDs of the agents who changed the article last.
Number
: string-
Defines the text when searching for the article number. Wildcard * can be used.
Rate
: comparison-
Compares the article rating in percentage against the supplied value.
StateIDs
: array ×-
Defines the IDs of the article state. By default, these include:
-
1
= internal (agent) -
2
= external (customer) -
3
= public (all)
-
Title
: string-
Defines the text when searching for the article title. Wildcard * can be used. The search is case insensitive.
ValidIDs
: array ×-
Defines the IDs of the article validity. By default, these include:
-
1
= valid -
2
= invalid -
3
= invalid-temporarily
-
Votes
: comparison-
Compares the number of votes for the article against the supplied value.
What
: string-
Defines the text when searching through the article full text. Wildcard * can be used. The search is case insensitive.
KnowledgeBaseArticleAttachment
-
The following filter names and values can be used for the Knowledge Base Article Attachment business object lists.
Create_DateTimeRange
: absolute date-
Defines the absolute range of the attachment create time.
Create_DateTimeRelative
: relative date-
Defines the relative range of the attachment create time.
Filename
: string-
Defines the text when searching for the attachment filename. Wildcard * and regular expressions can be used. The search is case insensitive.
Type
: string-
Defines the text when searching for the attachment MIME type. Wildcard * and regular expressions can be used. The search is case insensitive.
Search
-
The following filter names and values can be used for the Search business object lists.
Appointment Calendar
: string-
Defines the calendar in which to search for the appointment. Please set it to a string value formatted as:
CalendarID#
-
Where
#
is the ID of the calendar, i.e.CalendarID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueAppointment
. Otherwise, it will be ignored. Appointment Schedule
: string-
Defines the type of the appointment.
AllDay
-
The appointment is an all day appointment (i.e. it does not have the time component).
TimeFrame
-
The appointment is a time frame appointment (i.e. it has the time component).
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueAppointment
. Otherwise, it will be ignored. DocumentType
: string-
Defines the type of document to be searched. By default, these include:
-
Appointment
= Calendar Appointments -
FAQ
= Knowledge Base Articles -
Ticket
= Tickets
-
FAQ FAQ Categories
: string-
Defines the knowledge base article category for which you are searching. Please set it to a string value formatted as:
CategoryID#
-
Where
#
is the ID of the category, i.e.CategoryID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueFAQ
. Otherwise, it will be ignored. FAQ FAQ Languages
: string-
Defines the knowledge base article language for which you are searching. Please set it to a string value formatted as:
LanguageID#
-
Where
#
is the ID of the language, i.e.LanguageID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueFAQ
. Otherwise, it will be ignored. FAQ Has attachments
: string-
Defines the presence of knowledge base article attachments.
HasAttachments
-
The article has at least one attachment.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueFAQ
. Otherwise, it will be ignored. FAQ State
: string-
Defines the knowledge base article state for which you are searching. Please set it to a string value formatted as:
StateID#
-
Where
#
is the ID of the state, i.e.StateID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueFAQ
. Otherwise, it will be ignored. Ticket Has attachments
: string-
Defines the presence of the ticket article attachments.
HasAttachments
-
The ticket article has at least one attachment.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Owner
: string-
Defines the ID of the agent who is the ticket owner. Please set it to a string value formatted as:
OwnerID#
-
Where
#
is the ID of the agent, i.e.OwnerID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Priority
: string-
Defines the ID of the ticket priority. Please set it to a string value formatted as:
PriorityID#
-
Where
#
is the ID of the priority, i.e.PriorityID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Queue
: string-
Defines the ID of the ticket queue. Please set it to a string value formatted as:
QueueID#
-
Where
#
is the ID of the queue, i.e.QueueID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Responsible
: string-
Defines the ID of the agent who is the ticket responsible. Please set it to a string value formatted as:
ResponsibleID#
-
Where
#
is the ID of the agent, i.e.ResponsibleID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Sender type
: string-
Defines the sender of the ticket articles.
SenderTypeAgent
-
The sender of the ticket article is an agent user.
SenderTypeCustomer
-
The sender of the ticket article is a customer user.
SenderTypeSystem
-
The sender of the ticket article is a system user.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Service Level Agreement (SLA)
: string-
Defines the ID of the ticket SLA. Please set it to a string value formatted as:
SLAID#
-
Where
#
is the ID of the SLA, i.e.SLAID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Service
: string-
Defines the ID of the ticket service. Please set it to a string value formatted as:
ServiceID#
-
Where
#
is the ID of the service, i.e.ServiceID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket State
: string-
Defines the ID of the ticket state. Please set it to a string value formatted as:
StateID#
-
Where
#
is the ID of the state, i.e.StateID1
.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored. Ticket Visible to customer
: string-
Defines whether the ticket articles are visible to the customer user.
IsVisibleForCustomer
-
Ticket article is visible to the customer user.
Warning
This filter is applicable only when the filter
DocumentType
is defined and set to the valueTicket
. Otherwise, it will be ignored.
Statistic
-
The following filter names and values can be used for the Statistic business object lists.
StatNumber
: string-
Defines the text when searching for the statistic number. Wildcard * can be used.
StatType
: array ×-
Defines the statistic type for which you are searching.
static
-
The statistic is of the static type.
dynamic
-
The statistic is of the dynamic type.
Title
: string-
Defines the text when searching for the statistic name. Wildcard * can be used. The search is case insensitive.
ObjectName
: array ×-
Defines the statistic object name to be searched. By default, these include:
-
Ticketlist
-
TicketAccountedTime
-
TicketAccumulation
-
TicketSolutionResponseTime
-
FAQAccess
-
StateAction
-
ObjectType
: array ×-
Defines the statistic object type to be searched.
DynamicList
-
The object type is a list.
DynamicMatrix
-
The object type is a matrix.
Static
-
The object type is static.
Valid
: array ×-
Defines the IDs of the statistic validity. By default, these include:
-
1
= valid -
0
= invalid
-
StatisticReport
-
The following filter names and values can be used for the Report business object lists.
Name
: string-
Defines the text when searching for the report name. Wildcard * can be used. The search is case insensitive.
Description
: string-
Defines the text when searching for the report description. Wildcard * can be used. The search is case insensitive.
LanguageID
: string-
Defines the report language code, i.e.
de
. ValidID
: array ×-
Defines the IDs of the report validity. By default, these include:
-
1
= valid -
2
= invalid -
3
= invalid-temporarily
-
Ticket
-
The following filter names and values can be used for the Ticket business object lists.
AgentCreator
: boolean-
Defines whether the ticket was created by the current agent.
AgentInvolved
: boolean-
Defines whether the current agent is involved in the ticket.
AgentOwner
: boolean-
Defines whether the current agent is the ticket owner while the ticket is locked.
AgentQueues
: boolean-
Defines whether the ticket is in one of the subscribed queues of the current agent. Agents can subscribe to queues via their My Queues personal preference.
AgentResponsible
: boolean-
Defines whether the current agent is the ticket responsible.
AgentServices
: boolean-
Defines whether the ticket has one of the subscribed services of the current agent. Agents can subscribe to services via their My Services personal preference.
AgentTicketFlagSeen
: string-
Defines whether the current agent has read the ticket.
Unread
-
All articles are unread by the current agent.
Read
-
All articles are read by the current agent.
AgentWatcher
: boolean-
Defines whether the current agent is watching the ticket.
ArticleCreate_DateTimeRange
: absolute date-
Defines the absolute range of the ticket article creation time.
ArticleCreate_DateTimeRelative
: relative date-
Defines the relative range of the ticket article creation time.
Chat_ChatterName
: string-
Defines the text when searching for the chat article participants. Wildcard * can be used. The search is case insensitive.
Chat_MessageText
: string-
Defines the text when searching for the chat article message. Wildcard * can be used. The search is case insensitive.
CreatedQueueIDs
: array ×-
Defines the IDs of the queues where the ticket was originally created.
CreatedUserIDs
: array ×-
Defines the IDs of the agents who created the ticket.
CustomerID
: string-
Defines the text when searching for the ticket customer ID field. Use this filter for a complex search. Wildcard * can be used. The search is case insensitive.
CustomerIDRaw
: string-
Defines the text when searching for the ticket customer ID field. Use this filter for an exact match. The search is case insensitive.
CustomerUserID
: string-
Defines whether the ticket is accessible to a specific customer user in the external interface. Supports only exact match. The search is case insensitive.
CustomerUserLogin
: string-
Defines the text when searching for the ticket customer user ID field. Use this filter for the complex search. Wildcard * can be used. The search is case insensitive.
CustomerUserLoginRaw
: string-
Defines the text when searching for the ticket customer user ID field. Use this filter for an exact match. The search is case insensitive.
Fulltext
: string-
Defines the text when searching for the ticket article full text. Wildcard * can be used. The search is case insensitive.
LockIDs
: array ×-
Defines the IDs of the ticket lock types. By default, these include:
-
1
= unlock -
2
= lock -
3
= tmp_lock
-
MIMEBase_AttachmentName
: string-
Defines the text when searching for the article attachment names. Wildcard * can be used. The search is case insensitive.
MIMEBase_Bcc
: string-
Defines the text when searching for the article blind carbon copy field. Wildcard * can be used. The search is case insensitive.
MIMEBase_Body
: string-
Defines the text when searching for the article body. Wildcard * can be used. The search is case insensitive.
MIMEBase_Cc
: string-
Defines the text when searching for the article carbon copy field. Wildcard * can be used. The search is case insensitive.
MIMEBase_From
: string-
Defines the text when searching for the article sender field. Wildcard * can be used. The search is case insensitive.
MIMEBase_Subject
: string-
Defines the text when searching for the article subject field. Wildcard * can be used. The search is case insensitive.
MIMEBase_To
: string-
Defines the text when searching for the article recipient field. Wildcard * can be used. The search is case insensitive.
OwnerIDs
: array ×-
Defines the IDs of the agents who are the ticket owners.
PriorityIDs
: array ×-
Defines the IDs of the ticket priorities.
QueueIDs
: array ×-
Defines the IDs of the ticket queues.
ResponsibleIDs
: array ×-
Defines the IDs of the agents who are the ticket responsibles.
SearchInArchive
: string-
Defines how the search behaves related to the ticket archive status.
ArchivedTickets
-
Search in archived tickets only.
NotArchivedTickets
-
Search in unarchived tickets only.
AllTickets
-
Search in all tickets.
ServiceIDs
: array ×-
Defines the IDs of the ticket services.
SLAIDs
: array ×-
Defines the IDs of the ticket SLAs.
SMS_PhoneNumbers
: string-
Defines the text when searching for the SMS article recipient phone numbers. Wildcard * can be used. The search is case insensitive.
SMS_Text
: string-
Defines the text when searching for the SMS article body. Wildcard * can be used. The search is case insensitive.
SMS_TransactionNumbers
: string-
Defines the text when searching for the SMS article transaction numbers. Wildcard * can be used. The search is case insensitive.
StateIDs
: array ×-
Defines the IDs of the ticket states.
StateType
: string-
Defines the ticket state category.
Open
-
Search in open tickets only.
Closed
-
Search in closed tickets only.
Warning
Despite its name, this filter does not apply to the actual ticket state types.
Open
andClosed
are not valid state types. They are group constructs included for compatibility reasons. If a ticket is in a state which has any of the state types defined in the Ticket::ViewableStateType setting, it will be considered as open. Otherwise, it is considered as closed.
StateTypeIDs
: array ×Defines the IDs of the ticket state types.
TicketChange_DateTimeRange
: absolute dateDefines the absolute range of the ticket change time.
TicketChange_DateTimeRelative
: relative dateDefines the relative range of the ticket change time.
TicketClose_DateTimeRange
: absolute dateDefines the absolute range of the ticket close time.
TicketClose_DateTimeRelative
: relative dateDefines the relative range of the ticket close time.
TicketCreate_DateTimeRange
: absolute dateDefines the absolute range of the ticket create time.
TicketCreate_DateTimeRelative
: relative dateDefines the relative range of the ticket create time.
TicketEscalation_DateTimeRange
: absolute dateDefines the absolute range of the ticket escalation time.
TicketEscalation_DateTimeRelative
: relative dateDefines the relative range of the ticket escalation time.
TicketLastChange_DateTimeRange
: absolute dateDefines the absolute range of the ticket last change time.
TicketLastChange_DateTimeRelative
: relative dateDefines the relative range of the ticket last change time.
TicketNumber
: stringDefines the text when searching for the ticket number. Wildcard * can be used.
TicketPending_DateTimeRange
: absolute dateDefines the absolute range of the ticket pending time.
TicketPending_DateTimeRelative
: relative dateDefines the relative range of the ticket pending time.
Title
: stringDefines the text when searching for the ticket title. Wildcard * can be used. The search is case insensitive.
TypeIDs
: array ×Defines the text when searching for the ticket type.
WatchUserIDs
: array ×Defines the IDs of the agents who are watching the ticket.
TicketArticle
-
The following filter names and values can be used for the Ticket Article business object lists.
CommunicationChannelID
: arrayIsVisibleForCustomer
: stringSenderTypeID
: array TicketAttachment
-
The following filter names and values can be used for the Ticket Attachment business object lists.
Article
: stringCreate_DateTimeRange
: absolute dateCreate_DateTimeRelative
: relative dateDirection
: array ×Filename
: stringType
: string WebNotification
-
The following filter names and values can be used for the Web Notification business object lists.
Name
: array ×Subject
: stringObjectTypes
: array ×Seen
: array ×ObjectReferences
: array ×
Filter Value Types
Every filter supports exactly one kind of a value type. Depending on this type, the following structures should be used to define it in the YAML configuration.
- Boolean
-
A simple value that is considered either true or false.
<FilterName1>: Value: 1 <FilterName2>: Value: 0
1
-
The filter is active (turned on).
0
-
The filter is inactive (turned off).
- String
-
A text value, normally used when searching. Check specific filters for more details.
<FilterName1>: Value: simple <FilterName2>: Value: 'String with spaces or special characters like @$#!+*'
- Array
-
An array value normally used to search for multiple values at the same time.
<FilterName1>: Value: - 1 - 2 - 3 <FilterName2>: Value: - 4 - 5
- Absolute date
-
The time range value between two absolute dates.
<FilterName1>: Value: Start: '2020-01-01 00:00:00' End: '2020-02-01 00:00:00' <FilterName2>: Value: Start: '2020-02-01 00:00:00' End: '2020-03-01 00:00:00'
Start
-
Absolute timestamp in ISO format for the start of the range (i.e.
2020-01-01 00:00:00
). The value must be supplied in the current system time zone (configurable via the OTRSTimeZone system setting). End
-
Absolute timestamp in ISO format for the end of the range (i.e.
2020-02-01 00:00:00
). The value must be supplied in the current system time zone (configurable via the OTRSTimeZone system setting).
- Relative date
-
The time range value relative to the current time.
<FilterName1>: Value: Start: Last Point: 1 Format: month <FilterName2>: Value: Start: Before Point: 3 Format: day
Start
-
The type of the relative range.
Possible values for the
Start
key:-
Last
= within the last… -
Before
= more than … ago
-
Point
-
Integer value of the time unit (i.e.
3
). Format
-
Time unit of the relative range.
Possible values for the
Format
key:minute hour day week month year
- Comparison
-
The comparison with the supplied value.
<FilterName1>: Value: Type: Equals Value: 25 <FilterName2>: Value: Start: GreaterThan Value: 50
Type
-
The type of the comparison.
Possible values for the
Type
key:-
Equals
= equals … -
GreaterThan
= greater than … -
GreaterThanEquals
= greater than or equals … -
SmallerThan
= smaller than … -
SmallerThanEquals
= smaller than or equals …
-
Value
-
Integer value to compare against (i.e.
25
).
Form Fields
The form fields can be defined via their Name
key. This section lists the values of the Name
key for the specific settings.
See also
Form fields can be made mandatory by setting their Required key to 1
.
Possible field names for ticket actions:
Forms###AgentFrontend::Ticket::Action::Close
-
Configurable form for the Close Ticket action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Customer
-
Configurable form for the Change Customer action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:CustomerUserID CustomerID
Forms###AgentFrontend::Ticket::Action::EmailOutbound
-
Configurable form for the Send Email Outbound action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Bcc Body Cc CustomerID CustomerUserID DynamicField EmailSecurity From HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID Signature SLAID StandardTemplateID StateID Subject Title To TypeID
Forms###AgentFrontend::Ticket::Action::FreeText
-
Configurable form for the Change Free Fields action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Merge
-
Configurable form for the Merge Ticket action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AddMessage Body DynamicField From HistoryComment HistoryType IsVisibleForCustomer MarkAsImportant Messages RelevantKnowledge SenderType Subject To
Forms###AgentFrontend::Ticket::Action::Move
-
Configurable form for the Move Ticket action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Note
-
Configurable form for the Add Note action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Owner
-
Configurable form for the Change Owner action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Pending
-
Configurable form for the Set Pending Time action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::PhoneCallInbound
-
Configurable form for the Add Phone Call Inbound action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::PhoneCallOutbound
-
Configurable form for the Add Phone Call Outbound action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Priority
-
Configurable form for the Change Priority action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::Responsible
-
Configurable form for the Change Responsible action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime AddMessage Attachments Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::Ticket::Action::SmsOutbound
-
Configurable form for the Send SMS Outbound action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Body CustomerID CustomerUserID DynamicField FlashMessage HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID Signature SLAID StandardTemplateID StateID Title To TypeID
Possible field names for article actions:
Forms###AgentFrontend::TicketArticle::Action::Forward
-
Configurable form for the Forward via Email action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Bcc Body Cc DynamicField EmailSecurity From HistoryComment HistoryType IsVisibleForCustomer MarkAsImportant Messages RelevantKnowledge SenderType StandardTemplateID StateID Subject To
Forms###AgentFrontend::TicketArticle::Action::Redirect
-
Configurable form for the Redirect via Email action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AddMessage Body From HistoryType Messages RedirectTo StateID Subject To
Forms###AgentFrontend::TicketArticle::Action::Reply
-
Configurable form for the Reply via Email action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Bcc Body Cc DynamicField EmailSecurity From HistoryComment HistoryType IsVisibleForCustomer MarkAsImportant Messages RelevantKnowledge SenderType StandardTemplateID StateID Subject To
Forms###AgentFrontend::TicketArticle::Action::ReplyAll
-
Configurable form for the Reply to All via Email action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Bcc Body Cc DynamicField EmailSecurity From HistoryComment HistoryType IsVisibleForCustomer MarkAsImportant Messages RelevantKnowledge SenderType StandardTemplateID StateID Subject To
Forms###AgentFrontend::TicketArticle::Action::ReplyToNote
-
Configurable form for the Reply via Note action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments AutoInvolvedAgents Body CustomerID CustomerUserID DynamicField HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject Title TypeID
Forms###AgentFrontend::TicketArticle::Action::ReplyViaSms
-
Configurable form for the Reply via SMS action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Body CustomerID CustomerUserID DynamicField FlashMessage HistoryComment HistoryType InformAgent InvolvedAgent IsVisibleForCustomer MarkAsImportant Messages OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID Signature SLAID StandardTemplateID StateID Title To TypeID
Forms###AgentFrontend::TicketArticle::Action::Split
-
Configurable form for the Split Article action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:LinkAs Messages ProcessID Target
Possible field names for the ticket create properties forms:
Forms###AgentFrontend::TicketCreate::Email::CreateProperties
-
Configurable form for the Properties widget of the New Email Ticket screen.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Bcc Body Cc CustomerID CustomerUserID DynamicField EmailSecurity HistoryComment HistoryType IsVisibleForCustomer LinkTicketID LinkType OwnerID PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID Signature SLAID StandardTemplateID StateID Subject To TypeID
Forms###AgentFrontend::TicketCreate::Phone::CreateProperties
-
Configurable form for the Properties widget of the New Phone Ticket screen.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Attachments Body CustomerID CustomerUserID DynamicField From HistoryComment HistoryType IsVisibleForCustomer LinkTicketID LinkType OwnerID PendingDate PriorityID QueueID RelevantKnowledge ResponsibleID SenderType ServiceID SLAID StandardTemplateID StateID Subject To TypeID
Forms###AgentFrontend::TicketCreate::SMS::CreateProperties
-
Configurable form for the Properties widget of the New SMS Ticket screen.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AccountedTime Body CustomerID CustomerUserID DynamicField FlashMessage HistoryComment HistoryType IsVisibleForCustomer OwnerID PendingDate PriorityID QueueID RelevantKnowledge ResponsibleID Sender SenderType ServiceID SLAID StandardTemplateID StateID Subject To TypeID
Possible field names for knowledge base article actions:
Forms###AgentFrontend::KnowledgeBaseArticleCreate::Properties
-
Configurable form for the Properties widget of the Create Knowledge Base Article screen.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:Approved Attachments Category DynamicFields Field1 Field2 Field3 Field4 Field5 Field6 Keywords Language State Title Valid
Forms###AgentFrontend::KnowledgeBaseArticleUpdate::Properties
-
Configurable form for the Properties widget of the Edit Knowledge Base Article screen.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:Approved Attachments Category DynamicFields Field1 Field2 Field3 Field4 Field5 Field6 Keywords Language State Title Valid
Possible field names for customer actions:
Forms###AgentFrontend::CustomerCompanyCreate::Properties
-
Configurable form for the Properties widget of the Create Customer screen.
Link to the reference of the system configuration:
Possible values for the
Name
key depend on the available fields in theCustomerCompany###Map
configuration array. For the default database back end, these include:CustomerCompanyCity CustomerCompanyComment CustomerCompanyCountry CustomerCompanyName CustomerCompanyStreet CustomerCompanyURL CustomerCompanyZIP CustomerID ValidID
Additional column names which are always available:
DataSource
Warning
In case Multiple Customer User Back Ends are configured, all possible fields must be present in the form configuration in order to be able to modify them. Both configurations must be kept in sync, otherwise it will not be possible to modify the customer records.
Forms###AgentFrontend::CustomerCompanyUpdate::Properties
-
Configurable form for the Properties widget of the Edit Customer screen.
Link to the reference of the system configuration:
Possible values for the
Name
key depend on the available fields in theCustomerCompany###Map
configuration array. For the default database back end, these include:CustomerCompanyCity CustomerCompanyComment CustomerCompanyCountry CustomerCompanyName CustomerCompanyStreet CustomerCompanyURL CustomerCompanyZIP CustomerID ValidID
Warning
In case Multiple Customer User Back Ends are configured, all possible fields must be present in the form configuration in order to be able to modify them. Both configurations must be kept in sync, otherwise it will not be possible to modify the customer records.
Possible field names for customer user actions:
Forms###AgentFrontend::CustomerUserCreate::Properties
-
Configurable form for the Properties widget of the Create Customer User screen.
Link to the reference of the system configuration:
Possible values for the
Name
key depend on the Customer User Back Ends configuration. For the default database back end, these include:UserCity UserComment UserCountry UserCustomerID UserEmail UserFax UserFirstname UserLastname UserLogin UserMobile UserPassword UserPhone UserStreet UserTitle UserZip ValidID
For most customer user preference modules registered under
CustomerPersonalPreference###*
namespace, it is also possible to show dedicated form fields. By default, these include:Preference_Language Preference_LoginForbidden Preference_PGP Preference_SMIME Preference_TimeZone Preference_TwoFactor
Additional column names which are always available:
DataSource
Warning
In case Multiple Customer User Back Ends are configured, all possible fields must be present in the form configuration in order to be able to modify them. Both configurations must be kept in sync, otherwise it will not be possible to modify the customer user records.
Forms###AgentFrontend::CustomerUserUpdate::Properties
-
Configurable form for the Properties widget of the Edit Customer User screen.
Link to the reference of the system configuration:
Possible values for the
Name
key depend on the Customer User Back Ends configuration. For the default database back end, these include:UserCity UserComment UserCountry UserCustomerID UserEmail UserFax UserFirstname UserLastname UserLogin UserMobile UserPassword UserPhone UserStreet UserTitle UserZip ValidID
For most customer user preference modules registered under
CustomerPersonalPreference###*
namespace, it is also possible to show dedicated form fields. By default, these include:Preference_Language Preference_LoginForbidden Preference_PGP Preference_SMIME Preference_TimeZone Preference_TwoFactor
Warning
In case Multiple Customer User Back Ends are configured, all possible fields must be present in the form configuration in order to be able to modify them. Both configurations must be kept in sync, otherwise it will not be possible to modify the customer user records.
Possible field names for calendar appointment actions:
Forms###AgentFrontend::Calendar::AppointmentCreate::Properties
-
Configurable form for the Add Appointment action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AllDay CalendarID Description EndTime Location Notification Recurrence ResourceID StartTime TeamID TicketPlugin Title
Forms###AgentFrontend::Calendar::AppointmentUpdate::Properties
-
Configurable form for the Edit Appointment action.
Link to the reference of the system configuration:
Possible values for the
Name
key of the form field:AllDay CalendarID Description EndTime Location Notification Recurrence ResourceID StartTime TeamID TicketPlugin Title