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156 lines
5.6 KiB
156 lines
5.6 KiB
#
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# This is popup help messages for the Admin Panel -> Settings -> Tickets
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#
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# Fields:
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# title - Shown in bold at the top of the popover window
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# content - The body of the help popover
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# links - List of links shows below the content
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# title - Link title
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# href - href of link (links starting with / are translated to the
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# helpdesk installation path)
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#
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# The key names such as 'helpdesk_name' should not be translated as they
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# must match the HTML #ids put into the page template.
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#
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---
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number_format:
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title: Ticket Number Format
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content: >
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This setting is used to generate ticket numbers. Use hash signs
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(`#`) where digits are to be placed. Any other text in the number
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format will be preserved. <span class="doc-desc-title">Help
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Topics</span> can define custom number formats.
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<br/><br/>
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For example, for six-digit numbers, use <code>######</code>.
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sequence_id:
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title: Ticket Number Sequence
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content: >
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Choose a sequence from which to derive new ticket numbers. The
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system has a incrementing sequence and a random sequence by default.
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You may create as many sequences as you wish. Use various sequences
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in the <span class="doc-desc-title">Ticket Number
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Format</span> configuration for help topics.
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queue_bucket_counts:
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title: Top-Level Ticket Counts
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content: >
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This setting is used to hide or show the ticket counts on Main-Level
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queues. Get back to the way things used to be.
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default_ticket_status:
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title: Default Status for new Tickets
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content: >
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Choose a status as the default for new tickets. This can be defined
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for each help topic, if desired. It can also be overridden by a
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ticket filter.
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links:
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- title: Manage Ticket Statuses
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href: /scp/lists.php?type=ticket-status
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default_sla:
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title: Default SLA
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content: >
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Choose the default Service Level Agreement to manage how long a ticket
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can remain Open before it is rendered Overdue.
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links:
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- title: Create more SLA Plans
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href: /scp/slas.php
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default_priority:
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title: Default Priority
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content: >
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Choose a default <span class="doc-desc-title">priority</span> for
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tickets not assigned a priority automatically.
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<br/><br/>
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Priority can be assigned via the help topic, routed department, or
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ticket filter settings.
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maximum_open_tickets:
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title: Maximum Open Tickets
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content: >
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Enter the maximum <em>number</em> of tickets a User is permitted to
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have <strong>open</strong> in your help desk.
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<br><br>
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Enter <span class="doc-desc-opt">0 </span> if you prefer to disable this limitation.
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email_ticket_priority:
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title: Email Ticket Priority
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content: >
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Use email priority assigned by addressee’s mail service
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show_related_tickets:
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title: Show Related Tickets
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content: >
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Show all related tickets on user login - otherwise access is restricted to
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one ticket view per login
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human_verification:
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title: Human Verification
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content: >
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Enable CAPTCHA on the Client Portal to verify an incoming ticket is the
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result of human activity.
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<br><br>
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Requires GDLib library
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claim_tickets:
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title: Claim Tickets on Response
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content: >
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Enable this to auto-assign unassigned tickets to the responding Agent.
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<br><br>
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Reopened tickets are always assigned to the last respondent unless auto
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assign on reopen is disabled on the Department level.
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auto_refer:
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title: Auto-refer Tickets on Close
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content: >
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Enable this to auto-refer tickets to the assigned or closing
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Agent when a ticket is closed.
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<br><br>
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This is necessary when you want to give agents with limited access
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continued access to assigned tickets after they're closed.
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collaborator_ticket_visibility:
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title: Collaborator Tickets Visibility
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content: >
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If Enabled, Users will have visibility to ALL Tickets they participate in
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when signing into the Web Portal.
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<br><br>
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If Disabled, Users will only be able to see their own Tickets
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when signing into the Web Portal.
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require_topic_to_close:
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title: Require Help Topic to Close
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content: >
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If Enabled, a Ticket must have a Help Topic in order to be Closed by an Agent
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allow_external_images:
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title: Allow External Images
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content: >
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If Enabled, the system will allow external inline images that have a valid image
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extension (.png, .jpg, .jpeg, .gif). If Disabled, the system will exclude
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any external inline images. One caveat to note, is if the setting is Disabled we
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will still store external inline images that have a valid image extension in case
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the setting is re-enabled in the future.
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assigned_tickets:
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title: Assigned Tickets
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content: >
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Enable this feature to exclude assigned tickets from the <span class="doc-desc-title">Open
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Tickets Queue</span>.
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answered_tickets:
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title: Answered Tickets
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content: >
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Enable this feature to show answered tickets in the <span
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class="doc-desc-title">Answered Tickets Queue</span>. Otherwise, it
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will be included in the <span class="doc-desc-title">Open Tickets
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Queue</span>.
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ticket_attachment_settings:
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title: Ticket Thread Attachments
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content: >
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Configure settings for files attached to the <span
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class="doc-desc-title">issue details</span> field. These settings
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are used for all new tickets and new messages regardless of the
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source channel (web portal, email, api, etc.).
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