settings.ticket.yaml

#
# This is popup help messages for the Admin Panel -> Settings -> Tickets
#
# Fields:
# title - Shown in bold at the top of the popover window
# content - The body of the help popover
# links - List of links shows below the content
#   title - Link title
#   href - href of link (links starting with / are translated to the
#       helpdesk installation path)
#
# The key names such as 'helpdesk_name' should not be translated as they
# must match the HTML #ids put into the page template.
#
---
number_format:
    title: Ticket Number Format
    content: >
        This setting is used to generate ticket numbers. Use hash signs
        (`#`) where digits are to be placed. Any other text in the number
        format will be preserved. <span class="doc-desc-title">Help
        Topics</span> can define custom number formats.
        <br/><br/>
        For example, for six-digit numbers, use <code>######</code>.

sequence_id:
    title: Ticket Number Sequence
    content: >
        Choose a sequence from which to derive new ticket numbers. The
        system has a incrementing sequence and a random sequence by default.
        You may create as many sequences as you wish. Use various sequences
        in the <span class="doc-desc-title">Ticket Number
        Format</span> configuration for help topics.

default_ticket_status:
    title: Default Status for new Tickets
    content: >
        Choose a status as the default for new tickets. This can be defined
        for each help topic, if desired. It can also be overridden by a
        ticket filter.
    links:
      - title: Manage Ticket Statuses
        href: /scp/lists.php?type=ticket-status

default_sla:
    title: Default SLA
    content: >
        Choose the default Service Level Agreement to manage how long a ticket
        can remain Open before it is rendered Overdue.
    links:
      - title: Create more SLA Plans
        href: /scp/slas.php

default_priority:
    title: Default Priority
    content: >
        Choose a default <span class="doc-desc-title">priority</span> for
        tickets not assigned a priority automatically.
        <br/><br/>
        Priority can be assigned via the help topic, routed department, or
        ticket filter settings.

maximum_open_tickets:
    title: Maximum Open Tickets
    content: >
        Enter the maximum <em>number</em> of tickets a User is permitted to
        have <strong>open</strong> in your help desk.
        <br><br>
        Enter <span class="doc-desc-opt">0 </span> if you prefer to disable this limitation.

agent_collision_avoidance:
    title: Agent Collision Avoidance
    content: >
        Enter the maximum length of time an Agent is allowed to hold a lock
        on a ticket without any activity.
        <br><br>
        Enter <span class="doc-desc-opt">0</span> to disable the lockout feature.

email_ticket_priority:
    title: Email Ticket Priority
    content: >
        Use email priority assigned by addressee’s mail service

show_related_tickets:
    title: Show Related Tickets
    content: >
        Show all related tickets on user login - otherwise access is restricted to
        one ticket view per login

human_verification:
    title: Human Verification
    content: >
        Enable CAPTCHA on the Client Portal to verify an incoming ticket is the
        result of human activity.
        <br><br>
        Requires GDLib library

claim_tickets:
    title: Claim Tickets on Response
    content: >
        Enable this to auto-assign unassigned tickets to the responding Agent.
        <br><br>
        Reopened tickets are always assigned to the last respondent.

assigned_tickets:
    title: Assigned Tickets
    content: >
        Enable this feature to exclude assigned tickets from the <span class="doc-desc-title">Open
        Tickets Queue</span>.

answered_tickets:
    title: Answered Tickets
    content: >
        Enable this feature to show answered tickets in the <span
        class="doc-desc-title">Answered Tickets Queue</span>. Otherwise, it
        will be included in the <span class="doc-desc-title">Open Tickets
        Queue</span>.

staff_identity_masking:
    title: Staff Identity Masking
    content: >
        If enabled, this will hide the Agent’s name from the Client during any
        communication.

enable_html_ticket_thread:
    title: Enable HTML Ticket Thread
    content: >
        If enabled, this will permit the use of rich text formatting between
        Clients and Agents.

ticket_attachment_settings:
    title: Ticket Thread Attachments
    content: >
        Configure settings for files attached to the <span
        class="doc-desc-title">issue details</span> field. These settings
        are used for all new tickets and new messages regardless of the
        source channel (web portal, email, api, etc.).