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.
#
---
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/>
        Prioriy 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.

attachments:
    title: Attachments
    content: >

allow_attachments:
    title: Allow Attachments
    content: >

emailed_api_attachments:
    title: Emailed/API Attachments
    content: >

online_web_attachments:
    title: Online/Web Attachments
    content: >

max_user_file_uploads:
    title: Max. User File Uploads
    content: >

max_staff_file_uploads:
    title: Max. Staff File Uploads
    content: >

maximum_file_size:
    title: Maximum File Size
    content: >

ticket_response_files:
    title: Ticket Response Files
    content: >
        If enabled, any attachments an Agent may attach to a ticket response will
        be also included in the email to the User.

accepted_file_types:
    title: Accepted File Types
    content: >