OTRS Academy » Documentation » Configuration Options Reference » Frontend → Agent → View → TicketDetailView → TicketAction

Frontend → Agent → View → TicketDetailView → TicketAction

February 7, 2025

Table of Contents

AgentFrontend::Ticket::Action###AddSecondaries

Registration of the Add Secondaries 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketAddSecondaries
Description: Add secondary tickets to a primary.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::AddSecondaries
Name: Add Secondaries
Permission: rw
RequiredLock: '1'

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###EmailToSecondaries

Registration of the Send Email to Secondaries 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: Primary/Secondary
ClusterPriority: '650'
Component: TicketEmailToSecondaries
Description: Send email to secondary tickets.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::EmailToSecondaries
Name: Send Email to Secondaries
Permission: rw
RequiredLock: '1'

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###IncidentProblemManagementAdditionalFields

Registration of the Change Additional ITSM 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.

This setting is not active by default.

Default value:

---
ClusterName: Organization
ClusterPriority: '400'
Component: IncidentProblemManagementAdditionalFields
Description: Change additional incident problem management fields of a ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::IncidentProblemManagementAdditionalFields
Name: Change Additional ITSM Fields
Permission: rw
RequiredLock: '0'

AgentFrontend::Ticket::Action###IncidentProblemManagementDecision

Registration of the Change Decision 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 is not active by default.

Default value:

---
ClusterName: Organization
ClusterPriority: '400'
Component: IncidentProblemManagementDecision
Description: Change the incident problem management decision of a ticket
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::IncidentProblemManagementDecision
Name: Change Decision
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.

Default value:

---
ClusterName: Organization
ClusterPriority: '910'
Component: TicketCustomURL
Description: If ticket moved to junk, the ticket will be closed and unlock and deleted
  after 30 days
Group: []
GroupRo: []
Link: /ticket/[% Data.TicketID %]?TriggerAction=Ticket::TicketMove&QueueID=3&SubmitForm=1
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::CustomURL
Name: Move to Junk queue
Permission: ''
RequiredLock: '1'
Target: ''

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###MoveToPrimary

Registration of the Move to Different Primary 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketMoveToPrimary
Description: Set this ticket as a secondary ticket on a different primary.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::MoveToPrimary
Name: Move to Different Primary
Permission: rw
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###NoteToSecondaries

Registration of the Add Note to Secondaries 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: Primary/Secondary
ClusterPriority: '640'
Component: TicketNoteToSecondaries
Description: Add a note to selected secondary tickets.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::NoteToSecondaries
Name: Add Note to Secondaries
Permission: rw
RequiredLock: '1'

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###SetOnlyToPrimary

Registration of the Set Only to Primary 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: Primary/Secondary
ClusterPriority: '610'
Component: TicketSetOnlyToPrimary
Description: Set this ticket as a primary ticket.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::SetOnlyToPrimary
Name: Set Only to Primary
Permission: rw
RequiredLock: '0'

AgentFrontend::Ticket::Action###SetToPrimary

Registration of the Set to Primary 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: Primary/Secondary
ClusterPriority: '600'
Component: TicketSetToPrimary
Description: Set this ticket as a primary ticket.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::SetToPrimary
Name: Set to Primary
Permission: rw
RequiredLock: '1'

AgentFrontend::Ticket::Action###SetToSecondary

Registration of the Set to Secondary 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketSetToSecondary
Description: Set this ticket as a secondary ticket.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::SetToSecondary
Name: Set to Secondary
Permission: rw
RequiredLock: '1'

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###SmsToSecondaries

Registration of the Send SMS to Secondaries 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: Primary/Secondary
ClusterPriority: '650'
Component: TicketSmsToSecondaries
Description: Send an SMS to selected secondary tickets.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::SmsToSecondaries
Name: Send SMS to Secondaries
Permission: rw
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###UnsetPrimary

Registration of the Unset Primary 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketUnsetPrimary
Description: De-flag this ticket as primary.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::UnsetPrimary
Name: Unset Primary
Permission: rw
RequiredLock: '1'

AgentFrontend::Ticket::Action###UnsetSecondary

Registration of the Unset Secondary 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketUnsetSecondary
Description: De-flag this ticket as secondary.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::UnsetSecondary
Name: Unset Secondary
Permission: rw
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###UpdateSecondaries

Registration of the Update Secondaries 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: Primary/Secondary
ClusterPriority: '620'
Component: TicketUpdateSecondaries
Description: Update secondary tickets on a primary.
Group: []
GroupRo: []
Module: Kernel::WebApp::Util::BusinessObject::Action::Ticket::UpdateSecondaries
Name: Update Secondaries
Permission: rw
RequiredLock: '1'

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::AddSecondaries

Configurable form for the Add Secondaries action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Collapsible: 1
  Fields:
  - Name: UpdateSecondaries
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- Default: agent
  Hidden: 1
  Name: SenderType

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
  - Inactive: 1
    Name: DynamicField_ITSMReviewRequired
  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: 11
    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::EmailToSecondaries

Configurable form for the Send Email to Secondaries action.

This setting can not be deactivated.

Default value:

---
- Collapsible: 1
  Fields:
  - Config:
      StateType:
      - open
      - pending auto
      - pending reminder
      - closed
    Default: ''
    Name: StateID
  - Name: PendingDate
  Label: Properties
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Hidden: 1
    Name: From
  - Name: FormAdvice
  - Name: To
  - Name: StandardTemplateID
  - Name: Subject
    Required: 1
  - Name: KnowledgeBaseArticleAddToObject
  - Name: Body
    Required: 1
  - Name: RelevantKnowledge
  - Name: EmailSecurity
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message (from Secondary to Customer)
- Collapsible: 1
  Fields:
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: UpdatePrimary
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- 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::IncidentProblemManagementAdditionalFields

Configurable form for the Change Additional ITSM Fields action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Collapsible: 1
  Fields:
  - Name: Title
  - Name: DynamicField_ITSMRepairStartTime
  - Name: DynamicField_ITSMRecoveryStartTime
  - Name: DynamicField_ITSMDueDate
  - Default: 0
    Hidden: 1
    Name: AddMessage
  Label: Properties
- Collapsible: 1
  Fields:
  - Name: Subject
  - Name: StandardTemplateID
  - 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::IncidentProblemManagementDecision

Configurable form for the Change Decision action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Collapsible: 1
  Fields:
  - Name: DynamicField_ITSMDecisionResult
  - Name: DynamicField_ITSMDecisionDate
  - Default: 0
    Name: AddMessage
  Label: Properties
- Collapsible: 1
  Fields:
  - Name: Subject
  - Name: StandardTemplateID
  - 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::MoveToPrimary

Configurable form for the Move to Different Primary action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  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
- Name: InvolvedAgent
- Name: InformAgent
- 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::NoteToSecondaries

Configurable form for the Add Note to Secondaries action.

This setting can not be deactivated.

Default value:

---
- Collapsible: 1
  Fields:
  - Config:
      StateType:
      - open
      - pending auto
      - pending reminder
      - closed
    Default: ''
    Name: StateID
  - Name: PendingDate
  Label: Properties
- Name: Messages
- Default: 1
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: StandardTemplateID
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Collapsible: 1
  Fields:
  - Name: UpdatePrimary
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  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:
  - Inactive: 1
    Name: TypeID
  - Inactive: 1
    Name: ServiceID
  - Inactive: 1
    Name: SLAID
  - Inactive: 1
    Name: DynamicField_ITSMImpact
  - 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::SetToPrimary

Configurable form for the Set to Primary action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Collapsible: 1
  Fields:
  - Name: UpdateSecondaries
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- Default: agent
  Hidden: 1
  Name: SenderType

Forms###AgentFrontend::Ticket::Action::SetToSecondary

Configurable form for the Set to Secondary action.

This setting can not be deactivated.

Default value:

---
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  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::Ticket::Action::SmsToSecondaries

Configurable form for the Send SMS to Secondaries action.

This setting can not be deactivated.

Default value:

---
- Collapsible: 1
  Fields:
  - Config:
      StateType:
      - open
      - pending auto
      - pending reminder
      - closed
    Default: ''
    Name: StateID
  - Name: PendingDate
  Label: Properties
- Collapsible: 1
  Fields:
  - Name: Sender
  - Name: FormAdvice
  - 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 Message (from Secondary to Customer)
- Collapsible: 1
  Fields:
  - Name: UpdatePrimary
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- Default: agent
  Hidden: 1
  Name: SenderType

Forms###AgentFrontend::Ticket::Action::UnsetPrimary

Configurable form for the Unset Primary action.

This setting can not be deactivated.

Default value:

---
- Fields:
  - Name: KeepSecondaries
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
  - Name: Body
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Collapsible: 1
  Fields:
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: UpdateOldPrimary
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: UpdateSecondaries
  Label: Update Tickets
- Collapsible: 1
  Fields:
  - Name: PrimaryTicket
  Label: Select New Primary
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- Default: agent
  Hidden: 1
  Name: SenderType

Forms###AgentFrontend::Ticket::Action::UnsetSecondary

Configurable form for the Unset Secondary action.

This setting can not be deactivated.

Default value:

---
- Default: 1
  Name: KeepLinkToPrimary
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- Default: agent
  Hidden: 1
  Name: SenderType

Forms###AgentFrontend::Ticket::Action::UpdateSecondaries

Configurable form for the Update Secondaries action.

This setting can not be deactivated.

Default value:

---
- Collapsible: 1
  Fields:
  - Config:
      StateType:
      - open
      - pending auto
      - pending reminder
      - closed
    Default: ''
    Name: StateID
  - Name: PendingDate
  - Default: ''
    Name: TypeID
  - Default: ''
    Name: QueueID
  - Default: ''
    Name: ServiceID
  - Default: ''
    Name: SLAID
  - Default: ''
    Name: OwnerID
  - Default: ''
    Name: PriorityID
  Label: Properties
- Name: Messages
- Default: 0
  Name: AddMessage
- Collapsible: 1
  Fields:
  - Name: InformAgent
  - Name: InvolvedAgent
  - Name: Subject
    Required: 1
  - Name: Body
    Required: 1
  - Name: Attachments
  - Name: AccountedTime
  - ColumnLayout: 2
    Fields:
    - Default: 1
      Name: IsVisibleForCustomer
  - ColumnLayout: 2
    Fields:
    - Name: MarkAsImportant
  Label: Write Message
- Collapsible: 1
  Fields:
  - Name: UpdatePrimary
  Label: Update Tickets
- Default: AddNote
  Hidden: 1
  Name: HistoryType
- Default: '%%PrimarySecondary'
  Hidden: 1
  Name: HistoryComment
- 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
  - Inactive: 1
    Name: DynamicField_ITSMReviewRequired
  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
  - Inactive: 1
    Name: DynamicField_ITSMReviewRequired
  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
  - Default: child
    Name: LinkAs
    Required: 1
  - Name: ProcessID
    Required: 1
  Label: Properties
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