AgentFrontend::Ticket::Action###Appointment
Registration of the New Appointment action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “Link” is a link to the action form. The “Target” key influences how the menu item will be opened (you can use “_blank” value to open the menu item in new window). “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '800'
Component: TicketCustomURL
Description: Create a new calendar appointment linked to this ticket
Group: []
GroupRo: []
Link: /calendar?TriggerAction=Calendar::AddAppointment&JSON_TicketPlugin=[[% Data.TicketID
%]]
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::CustomURL
Name: New Appointment
Permission: ''
RequiredLock: '0'
Target: ''
AgentFrontend::Ticket::Action###Close
Registration of the Close Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketClose
Description: Close this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Close
Name: Close Ticket
Permission: close
RequiredLock: '1'
AgentFrontend::Ticket::Action###Customer
Registration of the Change Customer action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: People
ClusterPriority: '200'
Component: TicketCustomer
Description: Change the customer of this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Customer
Name: Change Customer
Permission: customer
RequiredLock: '0'
AgentFrontend::Ticket::Action###Delete
Registration of the Delete Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “Link” is a link to the action form. Change the “QueueID” parameter in the link to the queue ID of the desired queue. The “Target” key influences how the menu item will be opened (you can use “_blank” value to open the menu item in new window). “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting is not active by default.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketCustomURL
Description: Delete this ticket
Group: []
GroupRo: []
Link: /ticket/[% Data.TicketID %]?TriggerAction=Ticket::TicketMove&QueueID=9999&SubmitForm=1
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::CustomURL
Name: Delete Ticket
Permission: ''
RequiredLock: '1'
Target: ''
AgentFrontend::Ticket::Action###EmailOutbound
Registration of the Send Email Outbound action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Communication
ClusterPriority: '400'
Component: TicketEmailOutbound
Description: Send new outgoing mail from this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::EmailOutbound
Name: Send Email Outbound
Permission: compose
RequiredLock: '1'
AgentFrontend::Ticket::Action###ExternalLink
Registration of the External Link action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “Link” is a link to the action form. Change the “QueueID” parameter in the link to the queue ID of the desired queue. The “Target” key influences how the menu item will be opened (you can use “_blank” value to open the menu item in new window). “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting is not active by default.
Default value:
---
ClusterName: Organization
ClusterPriority: '920'
Component: TicketCustomURL
Description: Open an external link
Group: []
GroupRo: []
Link: http://external-application.test/app/index.php?TicketID=[% Data.TicketID %]&QueueID=[%
Data.QueueID %]
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::CustomURL
Name: External Link
Permission: ''
RequiredLock: '0'
Target: _blank
AgentFrontend::Ticket::Action###FreeText
Registration of the Change Free Fields action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '400'
Component: TicketFreeText
Description: Change free fields of a ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::FreeText
Name: Change Free Fields
Permission: rw
RequiredLock: '0'
AgentFrontend::Ticket::Action###Junk
Registration of the Mark as Junk action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “Link” is a link to the action form. Change the “QueueID” parameter in the link to the queue ID of the desired queue. The “Target” key influences how the menu item will be opened (you can use “_blank” value to open the menu item in new window). “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting is not active by default.
Default value:
---
ClusterName: Organization
ClusterPriority: '910'
Component: TicketCustomURL
Description: Mark this ticket as junk
Group: []
GroupRo: []
Link: /ticket/[% Data.TicketID %]?TriggerAction=Ticket::TicketMove&QueueID=9999&SubmitForm=1
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::CustomURL
Name: Mark as Junk
Permission: ''
RequiredLock: '1'
Target: ''
AgentFrontend::Ticket::Action###Link
Registration of the Link Objects action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketLink
Description: Shows the link action for this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Link
Name: Link Objects
Permission: ''
RequiredLock: ''
AgentFrontend::Ticket::Action###Lock
Registration of the Lock Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '100'
Component: TicketLock
Description: Lock it to work on it
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Lock
Name: Lock Ticket
Permission: rw
RequiredLock: '0'
AgentFrontend::Ticket::Action###Merge
Registration of the Merge Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '400'
Component: TicketMerge
Description: Merge this ticket and all articles into another ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Merge
Name: Merge Ticket
Permission: rw
RequiredLock: '1'
AgentFrontend::Ticket::Action###Move
Registration of the Move Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketMove
Description: Change the queue of this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Move
Name: Move Ticket
Permission: move_into
RequiredLock: '1'
AgentFrontend::Ticket::Action###Note
Registration of the Add Note action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Communication
ClusterPriority: '100'
Component: TicketNote
Description: Add a note to this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Note
Name: Add Note
Permission: note
RequiredLock: '0'
AgentFrontend::Ticket::Action###Owner
Registration of the Change Owner action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: People
ClusterPriority: '100'
Component: TicketOwner
Description: Change the owner of this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Owner
Name: Change Owner
Permission: owner
RequiredLock: '0'
AgentFrontend::Ticket::Action###Pending
Registration of the Set Pending Time action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketPending
Description: Change the ticket to a pending state
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Pending
Name: Set Pending Time
Permission: pending
RequiredLock: '1'
AgentFrontend::Ticket::Action###PhoneCallInbound
Registration of the Add Phone Call Inbound action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Communication
ClusterPriority: '300'
Component: TicketPhoneCallInbound
Description: Add an inbound phone call to this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::PhoneCallInbound
Name: Add Phone Call Inbound
Permission: phone
RequiredLock: '0'
AgentFrontend::Ticket::Action###PhoneCallOutbound
Registration of the Add Phone Call Outbound action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Communication
ClusterPriority: '200'
Component: TicketPhoneCallOutbound
Description: Add an outbound phone call to this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::PhoneCallOutbound
Name: Add Phone Call Outbound
Permission: phone
RequiredLock: '1'
AgentFrontend::Ticket::Action###Print
Registration of the Print Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Views
ClusterPriority: '400'
Component: TicketPrint
Description: Print this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Print
Name: Print Ticket
Permission: ''
RequiredLock: '0'
AgentFrontend::Ticket::Action###Priority
Registration of the Change Priority action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Organization
ClusterPriority: '900'
Component: TicketPriority
Description: Change the priority of this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Priority
Name: Change Priority
Permission: priority
RequiredLock: '1'
AgentFrontend::Ticket::Action###Process
Registration of the Process Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '500'
Component: TicketProcess
Description: Assign this ticket and all articles to a process
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Process
Name: Assign Process
Permission: rw
RequiredLock: '0'
AgentFrontend::Ticket::Action###Responsible
Registration of the Change Responsible action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: People
ClusterPriority: '100'
Component: TicketResponsible
Description: Change the responsible of this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Responsible
Name: Change Responsible
Permission: responsible
RequiredLock: '0'
AgentFrontend::Ticket::Action###SmsOutbound
Registration of the Send SMS Outbound action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Communication
ClusterPriority: '400'
Component: TicketSmsOutbound
Description: Create new outbound SMS from this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::SmsOutbound
Name: Send SMS Outbound
Permission: compose
RequiredLock: '1'
AgentFrontend::Ticket::Action###TicketHistory
Registration of the View History action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
This setting can not be deactivated.
Default value:
---
ClusterName: Views
ClusterPriority: '800'
Component: TicketHistory
Description: Shows the history for this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::History
Name: View History
Permission: ''
RequiredLock: ''
AgentFrontend::Ticket::Action###Unlock
Registration of the Unlock Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '101'
Component: TicketUnlock
Description: Unlock to give it back to the queue
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Unlock
Name: Unlock Ticket
Permission: ''
RequiredLock: '1'
AgentFrontend::Ticket::Action###Unwatch
Registration of the Unwatch Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '400'
Component: TicketUnwatch
Description: Unwatch this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Unwatch
Name: Unwatch Ticket
Permission: ''
RequiredLock: '0'
AgentFrontend::Ticket::Action###Watch
Registration of the Watch Ticket action. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively. “Name” and “Description” can be used to change the text of the menu item which is visible to the user. “Component” contains an internal name. “ClusterName” defines a heading for a group of actions. The action is assigned to this group. “ClusterPriority” defines the order of the menu entry for this action within the group. “Permission” is the required permission to use this action in the agent interface. “RequiredLock” defines if a ticket needs to be locked to the user performing this action and if the ticket is not locked yet, the ticket gets locked and the current agent will be set automatically as its owner. If set to “1” the lock is required and of set to “0” the lock is not required.
Default value:
---
ClusterName: Organization
ClusterPriority: '400'
Component: TicketWatch
Description: Watch this ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::Watch
Name: Watch Ticket
Permission: ''
RequiredLock: '0'
AgentFrontend::Ticket::Action::Custom
Registration of the custom ticket actions. “Group” and “GroupRo” arrays can be used to restrict access to this menu item to members of specific groups with “rw” and “ro” permissions, respectively.
This setting is not active by default.
Default value:
--- {}
AgentFrontend::Ticket::Action::Pending###FormDraft
Allows to save the current work in the Set Pending Time action as draft.
Default value:
1
Forms###AgentFrontend::Ticket::Action::Close
Configurable form for the Close Ticket action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- closed
Default: 2
Name: StateID
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Close'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::EmailOutbound
Configurable form for the Send Email Outbound action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- pending auto
- pending reminder
- closed
Default: 4
Name: StateID
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: From
- Name: To
Required: 1
- Name: Cc
- Name: Bcc
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: EmailSecurity
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: EmailAgent
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::FreeText
Configurable form for the Change Free Fields action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Name: Title
- Name: TypeID
- Name: ServiceID
- Name: SLAID
- Default: 0
Hidden: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%FreeText'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Merge
Configurable form for the Merge Ticket action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Default: 0
Name: AddMessage
- Collapsible: 1
Fields:
- Name: From
- Name: To
Required: 1
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: Merged
Hidden: 1
Name: HistoryType
- Default: '%%Merge'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Move
Configurable form for the Move Ticket action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Name: QueueID
Required: 1
- Name: OwnerID
- Config:
StateType:
- open
- closed
Name: StateID
- Name: PendingDate
- Default: 0
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Note'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Note
Configurable form for the Add Note action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Note'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Owner
Configurable form for the Change Owner action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Name: OwnerID
Required: 1
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Owner'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Pending
Configurable form for the Set Pending Time action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- pending reminder
- pending auto
Default: 6
Name: StateID
Required: 1
- Name: PendingDate
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Pending'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::PhoneCallInbound
Configurable form for the Add Phone Call Inbound action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- pending auto
- pending reminder
- closed
Default: 4
Name: StateID
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- Default: 1
Hidden: 1
Name: IsVisibleForCustomer
- Name: MarkAsImportant
Label: Write Article
- Default: PhoneCallCustomer
Hidden: 1
Name: HistoryType
- Default: '%%'
Hidden: 1
Name: HistoryComment
- Default: customer
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::PhoneCallOutbound
Configurable form for the Add Phone Call Outbound action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- pending auto
- pending reminder
- closed
Default: 2
Name: StateID
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- Default: 1
Hidden: 1
Name: IsVisibleForCustomer
- Name: MarkAsImportant
Label: Write Article
- Default: PhoneCallAgent
Hidden: 1
Name: HistoryType
- Default: '%%'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Priority
Configurable form for the Change Priority action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Default: 3
Name: PriorityID
Required: 1
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Priority'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::Responsible
Configurable form for the Change Responsible action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Name: Title
Required: 1
- Name: ResponsibleID
Required: 1
- Default: 1
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 0
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Responsible'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::Ticket::Action::SmsOutbound
Configurable form for the Send SMS Outbound action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- pending auto
- pending reminder
- closed
Default: 4
Name: StateID
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: Sender
- Name: To
Required: 1
- Name: StandardTemplateID
- Name: Body
- Name: FlashMessage
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Default: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddSMS
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::Forward
Configurable form for the Forward via Email action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- closed
- pending auto
- pending reminder
Default: 2
Name: StateID
Required: 1
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: From
Required: 1
- Name: To
Required: 1
- Name: Cc
- Name: Bcc
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: EmailSecurity
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Disabled: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: Forward
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::Redirect
Configurable form for the Redirect via Email action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Label: Redirect to
Name: RedirectTo
Required: 1
- Config:
StateType:
- open
- closed
Default: 2
Name: StateID
Required: 1
- Default: 1
Label: Inform Original Sender
Name: AddMessage
Label: Properties
- Collapsible: 1
Fields:
- Name: From
Required: 1
- Name: To
Required: 1
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Default: Your email with ticket number "<OTRS_TICKET>" was redirected to
"<OTRS_REDIRECT_TO>". Contact this address for further information.
Name: Body
Required: 1
- ColumnLayout: 2
Fields:
- Disabled: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: Bounce
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::Reply
Configurable form for the Reply via Email action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- closed
- pending auto
- pending reminder
Default: 4
Name: StateID
Required: 1
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: From
Required: 1
- Name: To
Required: 1
- Name: Cc
- Name: Bcc
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: EmailSecurity
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Disabled: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: SendAnswer
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::ReplyAll
Configurable form for the Reply to All via Email action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- closed
- pending auto
- pending reminder
Default: 4
Name: StateID
Required: 1
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: From
Required: 1
- Name: To
Required: 1
- Name: Cc
- Name: Bcc
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: EmailSecurity
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Disabled: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: SendAnswer
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::ReplyToNote
Configurable form for the Reply via Note action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Name: AutoInformedAgents
- Collapsible: 1
Fields: []
Label: Properties
- Collapsible: 1
Fields:
- Name: StandardTemplateID
- Name: Subject
Required: 1
- Name: KnowledgeBaseArticleAddToObject
- Name: Body
Required: 1
- Name: Attachments
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Article
- Default: AddNote
Hidden: 1
Name: HistoryType
- Default: '%%Note'
Hidden: 1
Name: HistoryComment
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::ReplyViaSms
Configurable form for the Reply via SMS action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Config:
StateType:
- open
- closed
- pending auto
- pending reminder
Default: 4
Name: StateID
Required: 1
- Name: PendingDate
Label: Properties
- Collapsible: 1
Fields:
- Name: Sender
- Name: To
Required: 1
- Name: StandardTemplateID
- Name: Body
Required: 1
- Name: FlashMessage
- Name: RelevantKnowledge
- Name: AccountedTime
- ColumnLayout: 2
Fields:
- Disabled: 1
Name: IsVisibleForCustomer
- ColumnLayout: 2
Fields:
- Name: MarkAsImportant
Label: Write Message
- Default: AddSMS
Hidden: 1
Name: HistoryType
- Default: agent
Hidden: 1
Name: SenderType
Forms###AgentFrontend::TicketArticle::Action::Split
Configurable form for the Split Article action.
This setting can not be deactivated.
Default value:
---
- Name: Messages
- Collapsible: 1
Fields:
- Name: Target
Required: 1
- Name: LinkAs
Required: 1
- Name: ProcessID
Required: 1
Label: Properties
