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145 lines
4.5 KiB
145 lines
4.5 KiB
#
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# This is popup help messages for the Admin Panel -> Staff -> Add New Department -> Department Form
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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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status:
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title: Status
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content: >
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If disabled or archived, this <span class="doc-desc-title">Department</span>
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will not be available.
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type:
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title: Type
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content: >
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Select <span class="doc-desc-opt">Private</span> if you wish to mask
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assignments to this Department in the Client Portal. Additionally,
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when labeled as <span class="doc-desc-opt">Private</span>, the <span
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class="doc-desc-title">Department Signature</span> will not be
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displayed in email replies.
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<br/><br/>
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At least one department must be <span
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class="doc-desc-opt">Public</span>
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email:
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title: Email
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content: >
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Email Address used when responses are sent to Users when Agents post
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Responses to Tickets.
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template:
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title: Template Set
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content: >
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Email <span class="doc-desc-title">Template Set</span> used for
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Auto-Responses and Alerts & Notices for tickets routed to this
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Department.
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links:
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- title: Manage Templates
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href: /scp/templates.php
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sla:
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title: SLA
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content: >
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Service Level Agreement for tickets routed to this Department.
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links:
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- title: Manage SLA Plans
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href: /scp/slas.php
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schedule:
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title: Schedule
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content: >
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Schedule used by SLA when rendering tickets, routed to this Department,
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Overdue.
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<br><br>
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This setting takes precedence over System and SLA schedule settings.
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links:
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- title: Manage Schedules
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href: /scp/schedules.php
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manager:
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title: Department Manager
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content: >
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Select a <span class="doc-desc-title">Manager</span> for this department.
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<br/><br/>
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Managers can be configured to receive special alerts and
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also have the right to unassign tickets.
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links:
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- title: Manage Alerts & Notices
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href: /scp/settings.php?t=alerts
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group_membership:
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title: Alerts & Notices Recipients
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content: >
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Select the recipients of configured <span
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class="doc-desc-title">Alerts & Notices</span>.
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links:
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- title: Configure Alerts & Notices
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href: "/scp/settings.php?t=tickets#alerts"
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sandboxing:
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title: Ticket Assignment Restrictions
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content: >
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Determine if Tickets can be assigned to all agents,
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agents with Primary or Extended Department access,
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or only agents with Primary Department access.
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disable_auto_claim:
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title: Disable Auto Claim
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content: >
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Check this to <strong>disable</strong> auto-claim on response/reply for
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this department.
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<br><br>
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Agents can still manually claim unassigned tickets
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disable_reopen_auto_assign:
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title: Disable Auto Assign on Reopen
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content: >
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Check this to <strong>disable</strong> auto-assignment of reopened tickets for
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this department.
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<br><br>
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Otherwise, the Ticket will be auto assigned to the last responding Agent
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auto_response_settings:
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title: Autoresponder Settings
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content: >
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This allows you to override the global Autoresponder settings for
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this Department.
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new_ticket:
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title: New Ticket Auto-Response
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content: >
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You may disable the Auto-Response sent to the User when a new ticket
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is created and routed to this Department.
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new_message:
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title: New Message Auto-Response
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content: >
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You may disable the Auto-Response sent to the User to confirm
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a newly posted message for tickets in this Department.
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auto_response_email:
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title: Auto Response Email
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content: >
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Select an email address from which Auto-Responses are sent for this
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Department.
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department_access:
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title: Group Access
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content: >
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Allow Agents of other Departments access to this Deparmtent's
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tickets.
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department_signature:
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title: Department Signature
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content: >
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Signature is made available as a choice, for <span
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class="doc-desc-opt">Public</span> Departments, on Agent Responses.
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