FrontendAgentViewTicketDetailView

Table of Contents

AgentFrontend::Ticket::Article::Color###AgentOnlyLabel

Defines the color of the subject label for the articles which are not visible to the customer.

This setting is not active by default.

Default value:

#DAECEF

AgentFrontend::Ticket::Article::Color###SystemLabel

Defines color of the sender label for the system articles.

This setting is not active by default.

Default value:

#F9DE87

AgentFrontend::Ticket::Article::HeaderMode

Defines whether articles are opened in normal or copy mode by default. In copy mode the article headers are expanded to view and copy the email addresses or SMS transaction numbers.

This setting can not be deactivated.

Default value:

normal

AgentFrontend::Ticket::ArticleAccountedTimeDisplay

Displays the accounted time for an article in the ticket detail view.

This setting can not be deactivated.

Default value:

0

AgentFrontend::Ticket::CustomerTickets

Displays the ticket property card that holds number of all tickets with the same customer ID as current ticket in the ticket detail view.

Default value:

0

AgentFrontend::Ticket::InlineEditing::Property###CustomerUserID

Defines inline editing configuration for the customer user ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: customer
RequiredLock: '1'

AgentFrontend::Ticket::InlineEditing::Property###DynamicField

Defines inline editing configuration for the dynamic field ticket properties. Please provide a separate configuration item in the array for each dynamic field you would like to configure. In case the specific dynamic field is missing from the configuration, inline editing feature will ultimately not be available for it. “DynamicFieldName” key must be used to specify the dynamic field in question. “PermissionType” key defines the necessary permission level user must have for the ticket in order to edit the property (i.e. “ro” or “rw”).

Default value:

--- []

AgentFrontend::Ticket::InlineEditing::Property###Lock

Defines inline editing configuration for the lock ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: rw

AgentFrontend::Ticket::InlineEditing::Property###Owner

Defines inline editing configuration for the owner ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: owner

AgentFrontend::Ticket::InlineEditing::Property###Priority

Defines inline editing configuration for the priority ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: priority

AgentFrontend::Ticket::InlineEditing::Property###Queue

Defines inline editing configuration for the queue ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: move_into

AgentFrontend::Ticket::InlineEditing::Property###Responsible

Defines inline editing configuration for the responsible ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: responsible

AgentFrontend::Ticket::InlineEditing::Property###Service

Defines inline editing configuration for the service/SLA ticket properties. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: rw

AgentFrontend::Ticket::InlineEditing::Property###State

Defines inline editing configuration for the state ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: rw

AgentFrontend::Ticket::InlineEditing::Property###Type

Defines inline editing configuration for the type ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: rw

AgentFrontend::Ticket::InlineEditing::Property###Watch

Defines inline editing configuration for the watch ticket property. “PermissionType” is the required permission to use this action in the agent interface.

Default value:

---
PermissionType: ro

AgentFrontend::Ticket::PlainView

Shows a link to see the raw source of an email ticket in plain text.

This setting can not be deactivated.

Default value:

0

AgentFrontend::Ticket::Print###DynamicField

Dynamic fields displayed in the printed ticket from the ticket detail view.

This setting can not be deactivated.

Default value:

--- {}

AgentFrontend::Ticket::Print###ExpandSort

Shows the articles sorted normally or in reverse in the printed ticket from the ticket detail view.

This setting can not be deactivated.

Default value:

reverse

AgentFrontend::TicketDetailView###001-Framework

The default column layout configuration for the ticket detail view.

This setting can not be deactivated.

Default value:

---
BusinessObjectType: Ticket
ColumnLayout:
  OneColumn:
    '1':
    - Name: BusinessProcessInformation
    - Name: FormDrafts
    - Name: CommunicationStream
    - Name: Properties
    - Name: People
    - Name: CustomerInformation
    - Name: LinkedObjects::Ticket
    - Name: LinkedObjects::KnowledgeBaseArticle
    - Name: LinkedObjects::CalendarAppointment
    - Name: Attachments
  StripeSidebar:
  - Name: StripePeople
  ThreeColumns:
    '1':
    - Name: CommunicationStream
    - Name: Attachments
    '2':
    - Name: BusinessProcessInformation
    - Name: CustomerInformation
    - Name: LinkedObjects::KnowledgeBaseArticle
    - Name: LinkedObjects::CalendarAppointment
    '3':
    - Name: FormDrafts
    - Name: Properties
    - Name: People
    - Name: LinkedObjects::Ticket
  TwoColumns:
    '1':
    - Name: BusinessProcessInformation
    - Name: CommunicationStream
    - Name: Attachments
    '2':
    - Name: FormDrafts
    - Name: Properties
    - Name: People
    - Name: CustomerInformation
    - Name: LinkedObjects::Ticket
    - Name: LinkedObjects::KnowledgeBaseArticle
    - Name: LinkedObjects::CalendarAppointment
Type: BusinessObjectDetailView

AgentFrontend::TicketDetailView###100-Custom

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

Default value:

---
ColumnLayout: ~

AgentFrontend::TicketDetailView::ArticleMeta

Whether or not to collect meta information from articles using filters configured in AgentFrontend::TicketDetailView::ArticleMetaFilters.

Default value:

0

AgentFrontend::TicketDetailView::ArticleMetaFilters###0001-Framework

Defines a filter to collect CVE numbers from article texts in ticket detail view. The results will be displayed in a meta box next to the article. Fill in “URLPreview” if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus will not work with the preview mode.

Default value:

---
- Active: 0
  Label: CVE Mitre Codes
  Name: CVE Mitre
  RegExp:
  - (CVE|CAN)\-(\d{3,4})\-(\d{2,})
  Target: _blank
  URL: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
  URLPreview: http://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
- Active: 0
  Label: CVE Google Codes
  Name: CVE Google Search
  RegExp:
  - (CVE|CAN)\-(\d{3,4})\-(\d{2,})
  Target: _blank
  URL: http://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
  URLPreview: ~

AgentFrontend::TicketDetailView::ArticleMetaFilters###0002-Custom

Defines a filter to collect data from article texts in ticket detail view. The results will be displayed in a meta box next to the article. Fill in “URLPreview” if you would like to see a preview when moving your mouse cursor above the link element. This could be the same URL as in URL, but also an alternate one. Please note that some websites deny being displayed within an iframe (e.g. Google) and thus will not work with the preview mode.

This setting is not active by default.

Default value:

''

AgentFrontend::TicketDetailView::StripeSidebarWidget###StripePeople

Default configuration for the Involved People sidebar widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsVisible: 1
Group: []
Type: StripePeople

AgentFrontend::TicketDetailView::StripeSidebarWidgetType###StripePeople

Default configuration for the Involved People sidebar widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Hidden: 0
  InitialLimit: 10
Module: Kernel::WebApp::Util::BusinessObject::Widget::StripePeople

AgentFrontend::TicketDetailView::Widget###Attachments

Default configuration for the Attachments widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Attachments
Group: []
GroupRo: []
Type: Attachments

AgentFrontend::TicketDetailView::Widget###BusinessProcessInformation

Default configuration for the Business Process Information widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Business Process Information
Group: []
GroupRo: []
Type: BusinessProcessInformation

AgentFrontend::TicketDetailView::Widget###CommunicationCompact

Default configuration for the Communication Compact widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Communication Compact
Group: []
GroupRo: []
Type: CommunicationCompact

AgentFrontend::TicketDetailView::Widget###CommunicationStream

Default configuration for the Communication Stream widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Communication Stream
Group: []
GroupRo: []
Type: CommunicationStream

AgentFrontend::TicketDetailView::Widget###CustomerInformation

Default configuration for the Customer Information widget of the ticket detail view.

This setting can not be deactivated.

Default value:

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

AgentFrontend::TicketDetailView::Widget###FormDrafts

Default configuration for the Drafts widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Drafts
Group: []
GroupRo: []
Type: FormDrafts

AgentFrontend::TicketDetailView::Widget###LinkedObjects::CalendarAppointment

Default configuration for the Linked Appointments widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config:
    BusinessObjectType: LinkObject::CalendarAppointment
    Columns:
      Age:
        IsVisible: 1
      AllDay:
        IsVisible: 1
      ChangeBy:
        IsVisible: 1
      ChangeTime:
        IsVisible: 1
      CreateBy:
        IsVisible: 1
      CreateTime:
        IsVisible: 2
      Description:
        IsVisible: 1
      EndTime:
        IsVisible: 2
      Location:
        IsVisible: 2
      StartTime:
        IsVisible: 2
      Title:
        IsVisible: 2
    SortBy:
    - Column: CreateTime
      Direction: Down
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Linked Appointments
Group: []
GroupRo: []
Type: LinkedObjects

AgentFrontend::TicketDetailView::Widget###LinkedObjects::KnowledgeBaseArticle

Default configuration for the Linked Knowledge Base Articles widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config:
    BusinessObjectType: LinkObject::KnowledgeBaseArticle
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Linked Knowledge Base Articles
Group: []
GroupRo: []
Type: LinkedObjects

AgentFrontend::TicketDetailView::Widget###LinkedObjects::Ticket

Default configuration for the Linked Tickets widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config:
    BusinessObjectType: LinkObject::Ticket
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: Linked Tickets
Group: []
GroupRo: []
Type: LinkedObjects

AgentFrontend::TicketDetailView::Widget###People

Default configuration for the People widget of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Active: 1
  Config:
    Collapsed: 0
    Hidden: 0
    Identifier:
      IsVisible: 0
      Name: TicketNumber
    Properties:
    - IsVisible: 1
      Name: ArchiveFlag
    - IsVisible: 1
      Name: Created
    - IsVisible: 1
      Name: CustomerTickets
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Lock
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Watch
    - IsVisible: 1
      Name: EscalationTime
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Priority
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Queue
    - IsInlineEditable: 0
      IsVisible: 1
      Name: State
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Service
    - IsVisible: 2
      Name: CreateBy
    - IsInlineEditable: 0
      IsVisible: 2
      Name: Owner
    - IsVisible: 1
      Name: Process
    - IsVisible: 1
      Name: ProcessActivity
    - IsInlineEditable: 0
      IsVisible: 2
      Name: Responsible
    - IsInlineEditable: 0
      IsVisible: 1
      Name: Type
    - IsVisible: 1
      Name: AccountedTime
  IsAlwaysPresent: 0
  IsDuplicatable: 1
  IsVisible: 1
  Title: People
Group: []
GroupRo: []
Type: Properties

AgentFrontend::TicketDetailView::Widget###Properties

Default configuration for the Properties widget of the ticket detail view.

This setting can not be deactivated.

Default value:

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

AgentFrontend::TicketDetailView::Widget::BusinessProcessInformation###DynamicField

Defines the displayed dynamic fields for the ticket detail view in the agent interface.

This setting can not be deactivated.

Default value:

--- {}

AgentFrontend::TicketDetailView::Widget::BusinessProcessInformation###DynamicFieldGroups

Defines dynamic fields groups for the Process widget. “Key” defines the name of the group. “Value” defines the fields to be displayed. Example: “Key => My Group”, “Content: NameX, NameY”.

This setting can not be deactivated.

Default value:

--- {}

AgentFrontend::TicketDetailView::WidgetType###Attachments

Default configuration for the Attachments widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  BusinessObjectType: TicketAttachment
  Collapsed: 0
  Columns:
    Article:
      IsVisible: 2
    ContentType:
      IsVisible: 2
    CreateTime:
      IsVisible: 2
    Direction:
      IsVisible: 2
    Download:
      IsVisible: 2
    Filename:
      IsVisible: 2
    Filesize:
      IsVisible: 2
    Preview:
      IsVisible: 2
  DefaultColumnOrder:
  - ContentType
  - Filename
  - Filesize
  - CreateTime
  - Direction
  - Article
  - Preview
  - Download
  FilterPresets: {}
  Hidden: 0
  HideAvailableFilters: []
  ItemsPerPage: 25
  Limit: 1000
  SortBy:
  - Column: CreateTime
    Direction: Down
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::Attachments

AgentFrontend::TicketDetailView::WidgetType###BusinessProcessInformation

Default configuration for the Business Process Information widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

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

AgentFrontend::TicketDetailView::WidgetType###CommunicationCompact

Default configuration for the Communication Compact widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  ArticleDynamicFields: []
  ArticleViewType: collapsed
  BusinessObjectType: TicketArticle
  Collapsed: 0
  Columns:
    ArticleProperties:
      IsVisible: 2
    Attachment:
      IsVisible: 2
    Channel:
      IsVisible: 2
    CreateTime:
      IsVisible: 2
    Direction:
      IsVisible: 2
    Sender:
      IsVisible: 2
    Subject:
      IsVisible: 2
  DefaultColumnOrder:
  - Direction
  - Channel
  - Sender
  - Subject
  - CreateTime
  - ArticleProperties
  - Attachment
  FilterPresets: {}
  Hidden: 0
  HideAvailableFilters: []
  IdentifierKey: ArticleID
  ItemsPerPage: 25
  Limit: 1000
  SortBy:
  - Column: CreateTime
    Direction: Down
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::CommunicationCompact

AgentFrontend::TicketDetailView::WidgetType###CommunicationStream

Default configuration for the Communication Stream widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  ArticleDynamicFields: []
  ArticleViewType: collapsed
  BusinessObjectType: TicketArticle
  Collapsed: 0
  FilterPresets:
    Internal Notes:
      CommunicationChannelID:
        Value: 3
      IsVisibleForCustomer:
        Value: '0'
  Hidden: 0
  HideAvailableFilters: []
  IdentifierKey: ArticleID
  ItemsPerPage: 25
  Limit: 1000
  SortBy:
  - Column: CreateTime
    Direction: Down
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::CommunicationStream

AgentFrontend::TicketDetailView::WidgetType###FormDrafts

Default configuration for the Form Drafts widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  ActiveFilters: {}
  BusinessObjectType: FormDraft
  Collapsed: 0
  Columns:
    Delete:
      IsVisible: 2
    Saved:
      IsVisible: 2
    Title:
      IsVisible: 2
    Type:
      IsVisible: 2
  DefaultColumnOrder:
  - Title
  - Saved
  - Type
  - Delete
  FilterPresets: {}
  Hidden: 0
  HideAvailableFilters: []
  ItemsPerPage: 25
  Limit: 1000
  SortBy:
  - Column: Title
    Direction: Up
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::FormDrafts

AgentFrontend::TicketDetailView::WidgetType###LinkedObjects

Default configuration for the Linked Objects widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Collapsed: 0
  Hidden: 0
  Type: BusinessObject
Module: Kernel::WebApp::Util::BusinessObject::Widget::LinkedObjects

AgentFrontend::TicketDetailView::WidgetType###Properties

Default configuration for the Properties widget type of the ticket detail view.

This setting can not be deactivated.

Default value:

---
Config:
  Collapsed: 0
  Hidden: 0
  Identifier:
    IsVisible: 1
    Name: TicketNumber
  Properties:
  - IsVisible: 1
    Name: ArchiveFlag
  - IsVisible: 2
    Name: Created
  - IsVisible: 1
    Name: CustomerTickets
  - IsInlineEditable: 0
    IsVisible: 2
    Name: Lock
  - IsInlineEditable: 0
    IsVisible: 2
    Name: Watch
  - IsVisible: 2
    Name: EscalationTime
  - IsInlineEditable: 0
    IsVisible: 2
    Name: Priority
  - IsInlineEditable: 0
    IsVisible: 2
    Name: Queue
  - IsInlineEditable: 0
    IsVisible: 2
    Name: State
  - IsInlineEditable: 0
    IsVisible: 1
    Name: Service
  - IsInlineEditable: 0
    IsVisible: 1
    Name: Owner
  - IsVisible: 1
    Name: CreateBy
  - IsVisible: 2
    Name: Process
  - IsVisible: 2
    Name: ProcessActivity
  - IsInlineEditable: 0
    IsVisible: 1
    Name: Responsible
  - IsInlineEditable: 0
    IsVisible: 1
    Name: Type
  - IsVisible: 2
    Name: AccountedTime
Module: Kernel::WebApp::Util::BusinessObject::Widget::Ticket::Properties
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