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Frontend → Agent → View → TicketCreate → Process

April 12, 2024

AgentFrontend::TicketCreate::Process###001-Framework

The default column layout configuration for the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
BusinessObjectType: Ticket
ColumnLayout:
  OneColumn:
    '1':
    - Name: CreatePropertiesProcess
    - Name: ProcessInformation
    - Name: CustomerInformation
    - Name: CustomerUserHistory
    - Name: CustomerHistory
  ThreeColumns:
    '1':
    - Name: CreatePropertiesProcess
    '2':
    - Name: ProcessInformation
    '3':
    - Name: CustomerInformation
    - Name: CustomerUserHistory
    - Name: CustomerHistory
  TwoColumns:
    '1':
    - Name: CreatePropertiesProcess
    '2':
    - Name: ProcessInformation
    - Name: CustomerInformation
    - Name: CustomerUserHistory
    - Name: CustomerHistory
Type: BusinessObjectCreate

AgentFrontend::TicketCreate::Process###100-Custom

User-defined configuration extensions for the column layouts of the New Process Ticket screen. With this configuration you can only add keys to the framework configuration, it is not possible to change or remove keys. See the related configuration ended with “###001-Framework”.

Default value:

---
ColumnLayout: ~

AgentFrontend::TicketCreate::Process::CustomerIDReadOnly

Controls if the customer ID is read-only in the agent interface.

This setting can not be deactivated.

Default value:

1

AgentFrontend::TicketCreate::Process::Widget###CreatePropertiesProcess

Default configuration for the Properties widget of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config: {}
  IsAlwaysPresent: 1
  IsDuplicatable: 0
  IsVisible: 1
  Title: Properties
Group: []
GroupRo: []
Type: CreatePropertiesProcess

AgentFrontend::TicketCreate::Process::Widget###CustomerHistory

Default configuration for the Customer History widget of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config: {}
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Customer History
Group: []
GroupRo: []
Type: CustomerHistory

AgentFrontend::TicketCreate::Process::Widget###CustomerInformation

Default configuration for the Customer Information widget of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config:
    ShowPropertyOnEmpty: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Customer Information
Group: []
GroupRo: []
Type: CustomerInformation

AgentFrontend::TicketCreate::Process::Widget###CustomerUserHistory

Default configuration for the Customer User History widget of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config: {}
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Customer User History
Group: []
GroupRo: []
Type: CustomerUserHistory

AgentFrontend::TicketCreate::Process::Widget###ProcessInformation

Default configuration for the Process Information widget of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config: {}
  IsAlwaysPresent: 1
  IsDuplicatable: 0
  IsVisible: 1
  Title: Process Information
Group: []
GroupRo: []
Type: ProcessInformation

AgentFrontend::TicketCreate::Process::WidgetType###CreatePropertiesProcess

Default configuration for the Properties widget type of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Collapsed: 0
  Hidden: 0
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::CreatePropertiesProcess

AgentFrontend::TicketCreate::Process::WidgetType###CustomerHistory

Default configuration for the Customer History widget type of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  AdditionalExportColumns:
    ArticleTree: 0
  AvailableDynamicFieldFilters: []
  BusinessObjectType: Ticket
  Collapsed: 0
  Columns:
    Age:
      IsVisible: 1
    Changed:
      IsVisible: 1
    Created:
      IsVisible: 2
    CustomerCompanyName:
      IsVisible: 1
    CustomerID:
      IsVisible: 2
    CustomerName:
      IsVisible: 1
    CustomerUserID:
      IsVisible: 1
    EscalationResponseTime:
      IsVisible: 1
    EscalationSolutionTime:
      IsVisible: 1
    EscalationTime:
      IsVisible: 1
    EscalationUpdateTime:
      IsVisible: 1
    Lock:
      IsVisible: 2
    Owner:
      IsVisible: 2
    PendingTime:
      IsVisible: 1
    Priority:
      IsVisible: 1
    Queue:
      IsVisible: 2
    Responsible:
      IsVisible: 1
    SLA:
      IsVisible: 1
    Sender:
      IsVisible: 2
    Service:
      IsVisible: 1
    State:
      IsVisible: 2
    Subject:
      IsVisible: 1
    TicketNumber:
      IsVisible: 2
    Title:
      IsVisible: 2
    Type:
      IsVisible: 1
    Watch:
      IsVisible: 2
  DefaultColumnOrder:
  - TicketNumber
  - State
  - Title
  - Priority
  - Created
  - Age
  - Changed
  - PendingTime
  - EscalationTime
  - EscalationUpdateTime
  - EscalationResponseTime
  - EscalationSolutionTime
  - Sender
  - Subject
  - Lock
  - Queue
  - Owner
  - Responsible
  - CustomerID
  - CustomerCompanyName
  - CustomerName
  - CustomerUserID
  - Type
  - Service
  - SLA
  - Watch
  FilterPresets: {}
  Hidden: 0
  HideAvailableFilters: []
  ItemsPerPage: 10
  Limit: 1000
  SortBy:
  - Column: Created
    Direction: Down
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::CustomerHistory

AgentFrontend::TicketCreate::Process::WidgetType###CustomerUserHistory

Default configuration for the Customer User History widget type of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  AdditionalExportColumns:
    ArticleTree: 0
  AvailableDynamicFieldFilters: []
  BusinessObjectType: Ticket
  Collapsed: 0
  Columns:
    Age:
      IsVisible: 1
    Changed:
      IsVisible: 1
    Created:
      IsVisible: 2
    CustomerCompanyName:
      IsVisible: 1
    CustomerID:
      IsVisible: 2
    CustomerName:
      IsVisible: 1
    CustomerUserID:
      IsVisible: 1
    EscalationResponseTime:
      IsVisible: 1
    EscalationSolutionTime:
      IsVisible: 1
    EscalationTime:
      IsVisible: 1
    EscalationUpdateTime:
      IsVisible: 1
    Lock:
      IsVisible: 2
    Owner:
      IsVisible: 2
    PendingTime:
      IsVisible: 1
    Priority:
      IsVisible: 1
    Queue:
      IsVisible: 2
    Responsible:
      IsVisible: 1
    SLA:
      IsVisible: 1
    Sender:
      IsVisible: 2
    Service:
      IsVisible: 1
    State:
      IsVisible: 2
    Subject:
      IsVisible: 1
    TicketNumber:
      IsVisible: 2
    Title:
      IsVisible: 2
    Type:
      IsVisible: 1
    Watch:
      IsVisible: 2
  DefaultColumnOrder:
  - TicketNumber
  - State
  - Title
  - Priority
  - Created
  - Age
  - Changed
  - PendingTime
  - EscalationTime
  - EscalationUpdateTime
  - EscalationResponseTime
  - EscalationSolutionTime
  - Sender
  - Subject
  - Lock
  - Queue
  - Owner
  - Responsible
  - CustomerID
  - CustomerCompanyName
  - CustomerName
  - CustomerUserID
  - Type
  - Service
  - SLA
  - Watch
  FilterPresets: {}
  Hidden: 0
  ItemsPerPage: 10
  Limit: 1000
  SortBy:
  - Column: Created
    Direction: Down
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::CustomerUserHistory

AgentFrontend::TicketCreate::Process::WidgetType###ProcessInformation

Default configuration for the Process Information widget type of the New Process Ticket screen.

This setting can not be deactivated.

Default value:

---
Config:
  Collapsed: 0
  Hidden: 0
  Properties:
  - IsVisible: 2
    Name: Process
  - IsVisible: 2
    Name: ProcessActivity
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::ProcessInformation

AgentFrontend::TicketCreateProcess###StateType

Defines the next possible states for tickets in the agent interface.

This setting can not be deactivated.

Default value:

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