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. “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.
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”). “RequiredLock” can be used for specifying the ticket lock requirement for the inline editing (if checked, the ticket must be locked, otherwise ticket does not have to be locked).
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. “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.
Default value:
---
PermissionType: owner
RequiredLock: '0'
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. “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.
Default value:
---
PermissionType: priority
RequiredLock: '1'
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. “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.
Default value:
---
PermissionType: move_into
RequiredLock: '1'
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. “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.
Default value:
---
PermissionType: responsible
RequiredLock: '0'
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. “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.
Default value:
---
PermissionType: rw
RequiredLock: '1'
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. “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.
Default value:
---
PermissionType: rw
RequiredLock: '1'
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. “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.
Default value:
---
PermissionType: rw
RequiredLock: '1'
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. “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.
Default value:
---
PermissionType: ro
RequiredLock: '0'
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::AutoLink
Defines whether or not to collect auto links using filters configured in AgentFrontend::TicketDetailView::TextAutoLink.
Default value:
0
AgentFrontend::TicketDetailView::TextAutoLink###001-Framework
Defines the filters to add auto links behind the defined strings.
Default value:
---
- Active: 0
Label: CVE
Name: CVE
RegExp:
- (CVE|CAN)\-(\d{3,4})\-(\d{2,})
URL1:
Description: Mitre
Image: https://cve.mitre.org/favicon.ico
Target: _blank
URL: https://cve.mitre.org/cgi-bin/cvename.cgi?name=<MATCH1>-<MATCH2>-<MATCH3>
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=<MATCH1>-<MATCH2>-<MATCH3>
URL3:
Description: US-CERT NVD
Image: https://nvd.nist.gov/NVD/Media/images/favicons/favicon-16x16.png
Target: _blank
URL: https://nvd.nist.gov/nvd.cfm?cvename=<MATCH1>-<MATCH2>-<MATCH3>
- Active: 0
Label: Bugtraq
Name: Bugtraq
RegExp:
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?ID[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- Bugtraq[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?:[\s\w\t]*?(\d{2,8})
- BID[\s\w\t]*?(\d{2,8})
URL1:
Description: Security Focus
Image: https://www.securityfocus.com/favicon.ico
Target: _blank
URL: https://www.securityfocus.com/bid/<MATCH1>/info
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=<MATCH>;
- Active: 0
Label: MSBulletins
Name: MSBulletins
RegExp:
- MS[^A-Za-z]{0,5}(\d\d).?(\d{2,4})
URL1:
Description: Microsoft Technet
Image: https://www.microsoft.com/favicon.ico
Target: _blank
URL: https://www.microsoft.com/technet/security/bulletin/MS<MATCH1>-<MATCH2>.mspx
URL2:
Description: Google
Image: https://www.google.de/favicon.ico
Target: _blank
URL: https://google.com/search?q=MS<MATCH1>-<MATCH2>
- Active: 0
Label: Setting 1
Name: Setting 1
RegExp:
- RegExp
URL1:
Description: Description
Image: right-small.png
Target: _blank
URL: URL
URL2:
Description: Description
Image: Image
Target: _blank
URL: URL
- Active: 0
Label: Setting 2
Name: Setting 2
RegExp:
- RegExp
URL1:
Description: Description
Image: right-small.png
Target: _blank
URL: URL
URL2:
Description: Description
Image: Image
Target: _blank
URL: URL
URL3:
Description: Description
Image: Image
Target: _blank
URL: URL
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
