DedicatedAgentToCustomerGroups
Defines groups that enable agent exclusive assignation to customers. Dedicated agents can only see the assigned customers’ information like customer details, customer users of the customer, tickets of the customer etc. Dedicated agents will not see other customers’ information.
To use this feature:
-
Make sure that
CustomerGroupSupportis enabled. -
Create a new group via Groups setting where both agents and customers should be member of. Each customer has to have an own group. Do not use the
usersgroup for this feature. -
Assign the customer to the group via Customers ↔ Groups setting.
-
Assign the dedicated agents to the group via Agents ↔ Groups setting. You can also use Agents ↔ Roles instead.
-
Add all groups to this setting where exclusive assignation should be take into.
This setting is not active by default.
Default value:
--- []
AgentConfirmation
Defines agent confirmation messages.
This setting is not active by default.
Default value:
---
- ButtonText: I Acknowledge
ID: '1'
Link: ''
LinkText: ''
Text: This is an example message that must be acknowledged by the users by clicking
the I Acknowledge button. Please change it to your personal needs.
Title: Acknowledge
AuthPostAuthModule###1000-PasswordChange
Defines the password change post authentication module.
This setting can not be deactivated.
Default value:
Kernel::System::Auth::PostAuth::PasswordChange
AuthPostAuthModule###2000-TwoFactorSetup
Defines the password change post authentication module.
This setting can not be deactivated.
Default value:
Kernel::System::Auth::PostAuth::TwoFactorSetup
AuthPostAuthModule###3000-AgentConfirmation
Defines the agent confirmation post authentication module.
This setting can not be deactivated.
Default value:
Kernel::System::Auth::PostAuth::AgentConfirmation
AgentFrontend::Avatar::AllowedImageTypeList
Defines list of allowed image file types, that could be used as agent avatar image type. Both keys and values are case-insensitive. Key side should contain mime-type name. Value side can contain multiple extensions for that mime-type, which should be comma-separated.
This setting can not be deactivated.
Default value:
---
image/jpeg: jpeg,jpg
image/png: png
AgentFrontend::Avatar::Fallback
Defines which avatar engine should be used as the fallback for the agent avatars in the agent interface. If “None” is selected, initials will be displayed instead. Please note that selecting anything other than “None” will transfer the encrypted email address of the particular user to an external service.
This setting can not be deactivated.
Default value:
Gravatar
AgentFrontend::CustomizationColors
List of colors in hexadecimal RGB which will be available for selection during customization of the agent interface. Make sure the colors are dark enough so white text can be overlayed on them.
Default value:
---
- '#000000'
- '#1E1E1E'
- '#3A3A3A'
- '#545453'
- '#6E6E6E'
- '#878687'
- '#888787'
- '#A09FA0'
- '#B8B8B8'
- '#D0D0D0'
- '#E8E8E8'
- '#FFFFFF'
- '#891100'
- '#894800'
- '#888501'
- '#458401'
- '#028401'
- '#018448'
- '#008688'
- '#004A88'
- '#001888'
- '#491A88'
- '#891E88'
- '#891648'
- '#FF2101'
- '#FF8802'
- '#FFFA03'
- '#83F902'
- '#05F802'
- '#03F987'
- '#00FDFF'
- '#008CFF'
- '#002EFF'
- '#8931FF'
- '#FF39FF'
- '#FF2987'
- '#FF726E'
- '#FFCE6E'
- '#FFFB6D'
- '#CEFA6E'
- '#68F96E'
- '#68FDFF'
- '#68FBD0'
- '#6ACFFF'
- '#6E76FF'
- '#D278FF'
- '#FF7AFF'
- '#FF7FD3'
AgentFrontend::ExternalScripts
Defines the list of external script resources that will be included in the agent interface app. You will still need to unblock any domains used by these scripts in the WebApp::Server::AdditionalOrigins setting.
This setting can not be deactivated.
Default value:
--- []
AgentFrontend::Gravatar::DefaultImage
Defines which avatar default image should be used for the current agent if no gravatar is assigned to the email address of the agent. Check https://gravatar.com/site/implement/images/ for further information.
This setting can not be deactivated.
Default value:
mp
AgentFrontend::InlineAdSenseScripts
You can add inline JavaScript here specifically for Google AdSense that will be loaded after all other JavaScript (including custom inline scripts from AgentFrontend::InlineScripts) has been loaded.
This setting can not be deactivated.
Default value:
--- []
AgentFrontend::InlineScripts
You can add inline JavaScript here that will be loaded after all other JavaScript has been loaded.
This setting can not be deactivated.
Default value:
--- []
AgentFrontend::PendingDiffTime
Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).
This setting can not be deactivated.
Default value:
86400
AgentFrontend::Ticket::TextAreaEmail
Defines the allowed width for the email text area.
This setting can not be deactivated.
Default value:
82
AgentFrontend::TicketCreate::NewResponsibleSelection
Shows a selection for the responsible agent in phone and email tickets in the ticket create screens.
This setting can not be deactivated.
Default value:
1
AgentFrontend::UserIdleTime
Defines the period of time (in minutes) before an agent is considered idle due to inactivity. Any requests made after this time has passed will not extend corresponding session.
This setting can not be deactivated.
Default value:
5
AutoComplete::Agent###Default
Defines the configuration options for the autocompletion feature.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
AutoComplete::Agent###DynamicFieldContactWithData
Defines the config options for the autocompletion feature.
This setting can not be deactivated.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
AutoComplete::Agent###DynamicFieldDatabaseSearch
Defines the config options for the autocompletion feature.
This setting can not be deactivated.
Default value:
---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'
ExternalFrontend::Avatar::AllowedImageTypeList
Defines list of allowed image file types, that could be used as avatar image type. Both keys and values are case-insensitive. Key side should contain mime-type name. Value side can contain multiple extensions for that mime-type, which should be comma-separated.
This setting can not be deactivated.
Default value:
---
image/jpeg: jpeg,jpg
image/png: png
Frontend::CommonParam###QueueID
Default queue ID used by the system in the agent interface.
This setting can not be deactivated.
Default value:
0
Frontend::CommonParam###TicketID
Default ticket ID used by the system in the agent interface.
This setting can not be deactivated.
Default value:
''
ModernizeMaxNumberOfOptions
Defines the maximum number of options for which the input field will be initialized as modern. The default value is 1000 due to performance reasons.
This setting can not be deactivated.
Default value:
1000
NewTicketInNewWindow::Enabled
If enabled, TicketPhone and TicketEmail will be open in new windows.
This setting can not be deactivated.
Default value:
0
OTRSDynamicTicketTemplate::ExpandJSTree
This option defines whether the JavaScript tree is expanded in the dynamic ticket templates management screen.
This setting can not be deactivated.
Default value:
2
Ticket::Frontend::AccountTime
Activates time accounting.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::CustomerInfoCompose
Shows the customer user information (phone and email) in the compose screen.
This setting can not be deactivated.
Default value:
1
Ticket::Frontend::ListType
Shows existing parent/child queue lists in the system in the form of a tree or a list.
This setting can not be deactivated.
Default value:
tree
Ticket::Frontend::MaxQueueLevel
Define the max depth of queues.
This setting can not be deactivated.
Default value:
5
Ticket::Frontend::TextAreaNote
Permitted width for compose note windows.
This setting can not be deactivated.
Default value:
78
