diff --git a/include/i18n/en_US/help/tips/manage.addnew_custom_list.yaml b/include/i18n/en_US/help/tips/manage.addnew_custom_list.yaml
index d017e91cac6c89f8248d2627b3d770eb034b6549..4a9f7f76cefdce53fbf1e41ea074ba1f9ecd6fe5 100644
--- a/include/i18n/en_US/help/tips/manage.addnew_custom_list.yaml
+++ b/include/i18n/en_US/help/tips/manage.addnew_custom_list.yaml
@@ -16,10 +16,7 @@
custom_lists:
title: Custom Lists
content: >
- Your custom lists will permit you to create dropdown boxes with predefined
- options from which a Client can select in your Custom Forms. If you would
- like to use this custom list as a target in your Ticket Filters, be sure to
- add this list to your Ticket Details form.
+ Your <span class="doc-desc-title">custom lists</span> will permit you to create dropdown boxes with predefined options from which a Client can select in your <span class="doc-desc-title">Custom Forms</span>. If you would like to use this <span class="doc-desc-title">custom list</span> as a <span class="doc-desc-title">target</span> in a <span class="doc-desc-title">Ticket Filter</span>, be sure to add this list to your <span class="doc-desc-title">Ticket Details</span> form.
name:
title: Name
diff --git a/include/i18n/en_US/help/tips/manage.addnew_filter.yaml b/include/i18n/en_US/help/tips/manage.addnew_filter.yaml
index 3097bb1c931e1871dedd466d950cb937baa54116..7e1f60edd19e66be458b63a6ae5f1392f7c27459 100644
--- a/include/i18n/en_US/help/tips/manage.addnew_filter.yaml
+++ b/include/i18n/en_US/help/tips/manage.addnew_filter.yaml
@@ -20,13 +20,12 @@ filter_name:
execution_order:
title: Execution Order
content: >
- Think of these numbers as seat numbers when boarding an airplane. Just like
- First Class has lower seat numbers and boards the plane first, so here the
- lower the number the closer a Ticket Filter is to being the first Filter
- executed. You want to keep your strict and narrow filters (very small
- matches) first and your broad filters (large amount of matches) last. If
- you enable <span class="doc-desc-title">Stop Processing Further on
- Match</span>, then only the first matching Filter will be applied.
+ Choose a number that controls the priority of the filter being created. The
+ lower the number, the higher the priority this filter will have in being
+ executed over against another filter that might have an identical match.
+ A match is found according to the filter rules set below. If you want this
+ filter to be the last filter applied to a match, enable <span
+ class="doc-desc-title">Stop Processing Further On Match</span>.
filter_status:
title: Filter Status
@@ -35,9 +34,13 @@ filter_status:
target:
title: Target
content: >
- The Target is the source from whom the Ticket was created. So, for example,
- if you choose Web Forms, you are saying that you want to apply the Ticket
- Filters to those tickets which originated from the Client Interface.
+ Choose the <span class="doc-desc-title">Target</span> for your <span
+ class="doc-desc-title">ticket Filter</span>. The <span
+ class="doc-desc-title">Target</span> is the source that created the ticket.
+ So, for example, if you choose <span class="doc-desc-opt">Web Forms</span>,
+ you are saying that you want to apply the <span
+ class="doc-desc-title">ticket Filter</span> to those tickets that
+ originated from the Client Portal's webform.
filter_rules:
title: Filter Rules
@@ -46,28 +49,22 @@ filter_rules:
rules_matching_criteria:
title: Rules Matching Criteria
content: >
- If you would like the filter to match any of the rules, and then stop,
- choose Match Any. If you would like all rules of the filter to be matched,
- choose Match All.
+ Choose how elastic you want the matches of your <span
+ class="doc-desc-title">ticket Filter</span> to be. If you would like the
+ <span class="doc-desc-title">ticket Filter</span> to
+ match any of the rules, and then stop, choose <span
+ class="doc-desc-opt">Match Any</span>. If you would like <em><strong>all
+ rules</strong></em> of the <span class="doc-desc-title">ticket
+ Filter</span> to be matched, choose <span class="doc-desc-opt">Match
+ All</span>.
basic_fields_criterion:
title: Basic Fields Criterion
content: >
The selectable options below this header are those elements which can be
- found in any standard Ticket. Note: the Email option here indicates from
+ found in any standard ticket. Note: the Email option here indicates from
whom the Email was sent.
-custom_fields_criterion:
- title: Custom Fields Criterion
- content: >
- The selectable options below this header are the Custom Fields found in the
- <span class="doc-desc-title">Ticket Details</span> Form. If you would like
- to use one of your <span class="doc-desc-title">Custom Lists</span> as a
- Field Criterion in your Ticket Filter, then you want to edit the Ticket
- Details Form by adding your Custom List to the Ticket Details Form Fields.
- (To edit the Ticket Details Form, see Admin Panel -> Manage -> Forms ->
- Ticket Details).
-
criterion_operator:
title: Criterion Operator
content: >
@@ -87,48 +84,67 @@ reject_ticket:
reply_to_email:
title: Reply-To Email
content: >
- This field is only relevant if the Target selected above is an Email
- Address. When a Client opens a Ticket by sending an Email, the Client has
- the option to enable a Reply To field in their Email client (e.g,. Gmail,
- Outlook, etc.). This includes header information that informs the Inbound
- Email Client (i.e., recipient) that the Sender is requesting that the Reply
- be routed to a different Email Address from that which it was originally
- sent. If the <span class="doc-desc-title">Reply-To Email</span> feature is
- enabled here, then osTicket will honor the Client’s request to respond to
- their noted alternative Email Address.
+ Enable this if you want your Help Desk to honor a Client's email
+ application's <span class="doc-desc-title">Reply To</span> data. This field
+ is only relevant if the <span class="doc-desc-title">Target</span> above is
+ an <span class="doc-desc-opt">Email Address</span>.
ticket_auto_response:
- title: Ticket Auto-Response
+ title: ticket Auto-Response
content: >
+ <em>Note: This will override any <span
+ class="doc-desc-title">Department</span> settings.</em>
canned_response:
title: Canned Response
content: >
- This will cause an email to go out from the Default Email Address (or
- Department’s default if setting is enabled) with the Canned Response chosen
- here included in the Email. The <span class="doc-desc-title">New Ticket
- Auto-Reply</span> Template in an Email Template Set will dictate how the
- Canned Response is included in that Email. What Email Template Set is used
- depends on what Template Set is assigned as Default, or to the relevant
- Department. (To edit Canned Responses, see Staff Panel -> Knowledgebase ->
- Canned Responses). (To edit the <span class="doc-desc-title">New Ticket
- Auto-Reply</span> <span class="doc-desc-title">Template</span>, see
+ Choose the <span class="doc-desc-title">Canned Response</span> you want included in the email to go out from the Default Email Address of the <span class="doc-desc-title">Help Desk</span> or <span class="doc-desc-title">Department</span> (if enabled). The <span class="doc-desc-title">New ticket Auto-Reply</span> template in an <span class="doc-desc-title">Email Template Set</span> will control how the <span class="doc-desc-title">Canned Response</span> is included in that email. What <span class="doc-desc-title">Email Template Set</span> is used depends on what template set is assigned as default, or to a matching ticket's <span class="doc-desc-title">Department</span>.
+ links:
+ - title: Manage Canned Responses
+ href: /scp/canned.php
+ - title: Manage Departments
+ href: /scp/departments.php
+ - title: Manage Template Sets
+ href: /scp/templates.php
+ - title: Edit the Default New Ticket Auto-Reply Template
+ href: /scp/templates.php?id=2&a=manage
department:
title: Department
content: >
+ Choose what <span class="doc-desc-title">Department</span> you want the
+ matches of the <span class="doc-desc-title">Ticket Filter</span> to be
+ assigned.
priority:
title: Priority
content: >
+ Choose the <span class="doc-desc-title">Priority</span> level you want to
+ be applied to the matches of the <span class="doc-desc-title">Ticket
+ Filter</span>.<br />
+ <br />
+ <em>Note: This will override any <span
+ class="doc-desc-title">Department</span> settings.</em>
sla_plan:
title: SLA Plan
content: >
+ Choose the <span class="doc-desc-title">SLA Plan</span> you want to
+ be applied to the matches of the <span class="doc-desc-title">Ticket
+ Filter</span>.
auto_assign_to:
- title: Auto-Assign to…
+ title: Auto-Assign to…
+ content: >
+ Choose the Agent to whom you want the matches of the <span
+ class="doc-desc-title">Ticket Filter</span> to be assigned.
+
+help_topic:
+ title: Help Topic
content: >
+ Choose the <span class="doc-desc-title">Help Topic</span> you want to
+ be applied to the matches of the <span class="doc-desc-title">Ticket
+ Filter</span>.
admin_notes:
title: Admin Notes
diff --git a/include/i18n/en_US/help/tips/manage.addnew_help_topic.yaml b/include/i18n/en_US/help/tips/manage.addnew_help_topic.yaml
index a9da5fdad8b16c45c23e309f22c4d800e42b7924..fe1b51df48d47b959ffca83014257d5a974dc5b3 100644
--- a/include/i18n/en_US/help/tips/manage.addnew_help_topic.yaml
+++ b/include/i18n/en_US/help/tips/manage.addnew_help_topic.yaml
@@ -51,8 +51,10 @@ custom_form:
title: Custom Form
content: >
Custom Forms will help you acquire more specific information from Client’s
- that are relevant to specific Departments and/or Help Topics. (To create a
- Custom Form, see Admin Panel -> Manage -> Forms).
+ that are relevant to specific Departments and/or Help Topics.
+ links:
+ - title: Create a Custom Form
+ href: /scp/forms.php
priority:
title: Priority
@@ -71,35 +73,41 @@ sla_plan:
content: >
Each Department has a default SLA plan for their Tickets. However, if your
New Topic is a special case requiring different time constraints, you can
- override the Departments default SLA Plan by choosing an SLA Plan here. (To
- create/edit SLA Plans, see Admin Plans -> Manage -> SLA Plans).
+ override the Departments default SLA Plan by choosing an SLA Plan here.
+ links:
+ - title: Create or Edit SLA Plans
+ href: /scp/slas.php
thank_you_page:
title: Thank-You Page
content: >
Choose the Thank-You Page to which a Client is directed after opening a
- Ticket. (To Create/Edit your Thank-You Pages, see Admin Panel -> Manage ->
- Pages).
+ Ticket.
+ links:
+ - title: Manage your Thank-You Page
+ href: /scp/pages.php
auto_assign_to:
title: Auto-assign to…
content: >
You may optionally choose to what Agent or Team the Tickets characterized
- by this New Topic will be sent. (To manage Teams, see Admin Panel -> Agent
- (Staff) Members -> Teams).
+ by this New Topic will be sent.
+ links:
+ - title: Manage Teams
+ href: /scp/teams.php
ticket_auto_response:
title: Ticket Auto-response
content: >
- If enabled, this will prevent any Alert sent out to notify any Agent of the
- New Ticket. Therefore, this overrides any setting of the Department to
- which the Ticket belongs.
+ If enabled, this will prevent any alert sent out to notify any Agent of the
+ new ticket. Therefore, this overrides any setting of the
+ <span class="doc-desc-title">Department</span> to which the ticket belongs.
admin_notes:
title: Admin Notes
content: >
- These notes are only visible to those whose account type is ‘<span
- class='doc-desc-title'>Admin</span>.’
+ These notes are only visible to those whose account type is <span
+ class='doc-desc-opt'>Admin</span>.
add_topic:
title: Add Topic
diff --git a/include/i18n/en_US/help/tips/manage.addnew_sla_plan.yaml b/include/i18n/en_US/help/tips/manage.addnew_sla_plan.yaml
index 1b9dd73953d649cf91978cea75ebe9098d768f75..255a4e24d806492805c55395022f9c7457019149 100644
--- a/include/i18n/en_US/help/tips/manage.addnew_sla_plan.yaml
+++ b/include/i18n/en_US/help/tips/manage.addnew_sla_plan.yaml
@@ -16,14 +16,17 @@
name:
title: Name
content: >
- Choose a name for this SLA Plan that will reflect its purpose or
- specificity (e.g., exclusivity to a Department or Help Topic).
+ Choose a name for this <span class="doc-desc-title">SLA Plan</span>
+ that will reflect its purpose or specificity (e.g., exclusivity to
+ a <span class="doc-desc-title">Department</span> or <span
+ class="doc-desc-title">Help Topic</span>).
grace_period:
title: Grace Period
content: >
- This is the how many hours pass by before the status of tickets with this
- SLA Plan are rendered as Overdue.
+ This is the how many hours pass by before the status of tickets
+ with this <span class="doc-desc-title">SLA Plan</span> are rendered
+ as <span class="doc-desc-opt">Overdue</span>.
status:
title: Status
@@ -32,15 +35,19 @@ status:
priority_escalation:
title: Priority Escalation
content: >
- If enabled, the priority level of Tickets will increase as the duration of
- a Ticket’s status as Overdue increases. It is recommended to enable to help
- your Agents prioritize their tickets properly.
+ If enabled, the <span class="doc-desc-title">Priority</span> level
+ of tickets will increase as the duration of a ticket’s status as
+ <span class="doc-desc-opt">Overdue</span> increases. It is
+ recommended to enable to help your Agents prioritize their tickets
+ properly.
transient:
title: Transient
content: >
- If enabled, this will allow a SLA Plan’s restrictions to be overwritten
- when a Ticket is transferred or its Help Topic is changed.
+ Enable this if you want to allow restrictions of a <span
+ class="doc-desc-title">SLA Plan</span> to be overridden
+ when a ticket is transferred or its <span
+ class="doc-desc-title">Help Topic</span> is changed.
ticket_overdue_alerts:
title: Ticket Overdue Alerts
diff --git a/include/i18n/en_US/help/tips/settings.access.yaml b/include/i18n/en_US/help/tips/settings.access.yaml
index 260c79575d54f6849ee402856bd6c6e25595caf1..257651b60cfe7536cfbc64e789f2c01860e5544b 100644
--- a/include/i18n/en_US/help/tips/settings.access.yaml
+++ b/include/i18n/en_US/help/tips/settings.access.yaml
@@ -31,26 +31,27 @@ password_expiration_policy:
allow_password_resets:
title: Allow Password Resets
content: >
- Would you like to enable the <span class="doc-desc-title">Forgot My
- Password</span> link after 2 failed log-in attempts? If so, check the
- checkbox.
+ Enable this feature if you would like to display the
+ <span class="doc-desc-title">Forgot My Password</span> link on the
+ <span class="doc-desc-title">Staff Log In Panel</span>
+ after 2 failed log in attempts.
-password_reset_window:
+reset_token_expiration:
title: Password Reset Window
content: >
- When a user (administrator, agent, or client) has requested a <span
+ Choose the duration (in minutes) for which the <span class="doc-desc-title">
+ Password Reset Token</span> will be valid. When an Agent requests a <span
class="doc-desc-title">Password Reset</span>, they are emailed a token that
will permit the reset to take place. This token however must have an
- expiration. So, please choose the duration (in minutes) for which this
- token would be valid.
+ expiration.
staff_session_timeout:
title: Staff Session Timeout
content: >
Choose the maximum idle time (in minutes) before an Agent is required to
log in again. If you would like to disable <span
- class="doc-desc-title">Agent</span> <span class="doc-desc-title">Session
- Timeouts,</span> enter 0 to <span class="doc-desc-opt">disable</span>.
+ class="doc-desc-title">Staff Session Timeouts</span>,
+ enter 0 to <span class="doc-desc-opt">disable</span>.
client_session_timeout:
title: Client Session Timeout
diff --git a/include/i18n/en_US/help/tips/settings.alerts.yaml b/include/i18n/en_US/help/tips/settings.alerts.yaml
index 1311710bd22faab6fd18f17a0bef951d531b1ae8..a085c8c0171f7ae44cb46dc377735f0eb049a147 100644
--- a/include/i18n/en_US/help/tips/settings.alerts.yaml
+++ b/include/i18n/en_US/help/tips/settings.alerts.yaml
@@ -165,7 +165,7 @@ overdue_ticket_alert:
content: >
Pertains to alerts that are sent out when a ticket becomes overdue. The
<span class="doc-desc-title">Administrator</span> receives an alert by
- default
+ default.
links:
- title: Default Stale Ticket Alert Template
href: /scp/templates.php?default_for=ticket.overdue
@@ -185,8 +185,8 @@ department_manager_4:
department_members_2:
title: Department Members
content: >
- If enabled, the every member of the Department will receive an Alert of the
- Overdue status of the Ticket. This may cause an unnecessary amount of Email
+ If enabled, every member of the <span class="doc-desc-title">Department</span> will receive an Alert of the
+ Overdue status of the ticket. This may cause an unnecessary amount of Email
traffic and should be used with caution.
system_alerts:
diff --git a/include/i18n/en_US/help/tips/staff.addnew_staff.yaml b/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
index 3cfcd066b2f695dfb3c04bb38d7b4acc929a348e..95f51242de9f16c5c2c3f0f91cbc84e4a2cedae4 100644
--- a/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
+++ b/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
@@ -16,54 +16,40 @@
add_new_agent:
title: Add New Agent
content: >
- This form is accessed from the Add New Staff hyperlink (To access this
- form, see Admin Panel -> Staff -> Staff Members).
agent_staff_information:
title: Agent (Staff) Information
content: >
- <span class="doc-desc-title">Username</span>, <span
- class="doc-desc-title">First</span> & <span class="doc-desc-title">Last
- Name</span>, <span class="doc-desc-title">Email Address</span> (Required).
- Optionally, <span class="doc-desc-title">phone numbers</span> can be set
- here also.
username:
title: Username
content: >
- Please choose an <span class="doc-desc-title">agent</span> <span
- class="doc-desc-title">username</span> that is unique to your osTicket
- setup.
+ Please choose an <span class="doc-desc-title">Agent</span> <span
+ class="doc-desc-title">username</span> that is unique to your <span
+ class="doc-desc-title">Help Desk</span>.
first_name:
title: First Name
content: >
- The full name will generally be visible to any <span
- class="doc-desc-title">agent</span>/<span
- class="doc-desc-title">administrator</span> you create on your osTicket
- setup. However, you can choose to hide all <span
- class="doc-desc-title">agent</span> names inside of ticket responses (Admin
- Panel -> Settings -> Tickets -> Hide staff’s name on responses).
- Establishing a privacy policy is the responsibility of primary <span
- class="doc-desc-title">administrator</span> of an osTicket setup.
+ The full name will generally be visible to any Agent/administrator you create on your <span class="doc-desc-title">Help Desk</span>. However, you can choose to hide all Agent names inside of ticket responses in <span class="doc-desc-title">Ticket Settings</span>.
+ links:
+ - title: Hide Agent Names in Ticket Responses
+ href: /scp/settings.php?t=tickets
last_name:
title: Last Name
content: >
- The full name will generally be visible to any <span
- class="doc-desc-title">agent</span>/<span
- class="doc-desc-title">administrator</span> you create on your osTicket
- setup. However, you can choose to hide all <span
- class="doc-desc-title">agent</span> names inside of ticket responses (Admin
- Panel -> Settings -> Tickets -> Hide staff’s name on responses).
- Establishing a privacy policy is the responsibility of the primary
- administrator of an osTicket setup.
+ The full name will generally be visible to any Agent/administrator you create on your <span class="doc-desc-title">Help Desk</span>. However, you can choose to hide all Agent names inside of ticket responses in <span class="doc-desc-title">Ticket Settings</span>.
+ links:
+ - title: Hide Agent Names in Ticket Responses
+ href: /scp/settings.php?t=tickets
email_address:
title: Email Address
content: >
- This is the Agent’s email that will receive relevant notifications to that
- Agent.
+ This is the Agent’s email that will receive <span
+ class="doc-desc-title">Alerts</span> from the <span
+ class="doc-desc-title">Help Desk</span>.
phone_number_mobile_number:
title: Phone Number/Mobile Number
@@ -73,12 +59,20 @@ mobile_number:
title: Mobile Number
content: >
+welcome_email:
+ title: Welcome Email
+ content: >
+ Enable this to send the new Agent an email with an account access
+ link. By following the link, the Agent will then be able to set
+ their own password. Disable this if you would like to choose a
+ password for them now.
+
account_password:
title: Account Password
content: >
- You, as an <span class="doc-desc-title">administrator</span>, may change an
- Agent’s Password. You may optionally require the Agent to set their own
- Password on next login.
+ You, as an <span class="doc-desc-title">administrator</span>, may
+ change an Agent’s password. You may optionally require the Agent to
+ set their own password on next login.
password:
title: Password
@@ -91,51 +85,55 @@ confirm_password:
forced_password_change:
title: Forced Password Change
content: >
- Enable this if you would like to force the new Agent to create their own
- password that would be more memorable to him/her (recommended).
+ Enable this if you would like to force the new Agent to create
+ their own password. <em>Recommended</em>
-agent_s_signature:
+agents_signature:
title: Agent’s Signature
content: >
- What you create here will be an optional signature that perhaps appears at
- the end of the agent’s ticket responses. Whether this signature appears or
- not depends on the email template that will be used in a ticket response.
- (To create email templates, see Admin Panel -> Emails -> Templates ).
-
-account_status_settings:
- title: Account Status & Settings
- content: >
- Activate or lock an agent’s account, assign agent to a group and/or
- department, specify the agent’s time zone, limit agent’s access to only
- assigned tickets & place on vacation when agent is out.
+ Create an optional signature that perhaps appears at
+ the end of the Agent’s ticket responses. Whether this signature appears or not depends on the <span class="doc-desc-title">email template</span> that will be used in a ticket response.
+ links:
+ - title: Manage Email Templates
+ href: /scp/templates.php
account_status:
title: Account Status
content: >
- If you change the <span class="doc-desc-title">agent</span>’s status to
- Locked, then he/she will not be able to login. If you change the <span
- class="doc-desc-title">agent</span>’s status to Vacation Mode, the agent
- will be able to login but will not receive any of his normal notifications.
- Also, he will not be able to have tickets assigned to him.
+ If you change the Agent's status to <span
+ class="doc-desc-opt">Locked</span>, then he/she will not be able to
+ log in. If you change the Agent’s status to <span
+ class="doc-desc-opt">Vacation Mode</span>, the Agent will be able
+ to log in, but will not receive any of his normal <span
+ class="doc-desc-title">Alerts</span> or have any tickets assigned.
assigned_group:
title: Assigned Group
content: >
- The Group that you choose in which this <span
- class="doc-desc-title">agent</span> will belong will dictate what level of
- control the agent has within your osTicket setup. The difference between
- Teams and Groups is that Groups will dictate level of control and a Team is
- simply a collection of users with a common purpose (To add/edit groups and
- their controls, see Admin Panel -> Agents [Old: Staff] -> Groups).
+ The <span class="doc-desc-title">Group</span> that you choose for
+ this Agent to belong will decide what permissions the Agent has
+ within the <span class="doc-desc-title">Help Desk</span>. The
+ difference between <span class="doc-desc-title">Teams</span> and
+ <span class="doc-desc-title">Groups</span> is that a <span
+ class="doc-desc-title">Group</span> decides permissions for its
+ Agents, and a <span class="doc-desc-title">Team</span> is simply a
+ collection of Agents with a common purpose.
+ links:
+ - title: Manage Groups
+ href: /scp/groups.php
+ - title: Manage Teams
+ href: /scp/teams.php
primary_department:
title: Primary Department
content: >
- Choose the department in which you would like this Agent to be primarily
+ Choose the <span class="doc-desc-title">department</span> in which you would like this Agent to be primarily
active. This is necessary if you wish to commission this <span
class="doc-desc-title">Agent</span> as the <span
- class="doc-desc-title">Department Manager</span>. (To commission an Agent
- as Department Manager, see Admin Panel -> Staff -> Departments).
+ class="doc-desc-title">Department Manager</span>.
+ links:
+ - title: Manage Departments
+ href: /scp/departments.php
time_zone:
title: Time Zone
@@ -144,47 +142,24 @@ time_zone:
daylight_saving:
title: Daylight Saving
content: >
- Enable this feature if you would like Daylight Savings to automatically
+ Enable this feature if you would like Daylight Saving to automatically
come into play for this Agent’s timestamp.
limited_access:
title: Limited Access
content: >
- Would you like to limit this <span class="doc-desc-title">Agent</span>’s
- access to only those tickets which he/she is assigned?
+ Would you like to limit this Agent’s access to only those tickets which he/she is assigned?
directory_listing:
title: Directory Listing
content: >
- Would you like this <span class="doc-desc-title">Agent</span> to be listed
- in the <span class="doc-desc-title">Agent Directory</span>? (To visit the
- <span class="doc-desc-title">Agent Directory</span>, see Agent (Staff)
- Panel -> Dashboard -> Agent (Staff) Directory).
+ Enable this if you would like to list this Agent in the <span
+ class="doc-desc-title">Staff Directory</span>.
+ links:
+ - title: Visit the Staff Directory
+ href: /scp/directory.php
vacation_mode:
title: Vacation Mode
content: >
- If you change the <span class="doc-desc-title">agent</span>’s status to
- Vacation Mode, the agent will be able to login but will not receive any of
- his normal notifications. Also, he will not be able to have tickets
- assigned to him.
-
-administrative_roles:
- title: Administrative Roles
- content: >
- All active <span class="doc-desc-title">agents</span> have access to the
- <span class="doc-desc-title">Staff Panel</span> by default.
-
-account_administrator:
- title: Account Administrator
- content: >
- Will this <span class="doc-desc-title">Agent</span> need to manage other
- <span class="doc-desc-title">agents</span>, <span
- class="doc-desc-title">account settings</span> and/or <span
- class="doc-desc-title">billing information</span>.
-
-helpdesk_administrator:
- title: Helpdesk Administrator
- content: >
- Ability to manage <span class="doc-desc-title">helpdesk</span> settings and
- staff's access
+ Change the Agent's status to <span class="doc-desc-opt">Vacation Mode</span> if you would like to temporarily suspend any reception of <span class="doc-desc-title">Alerts</span> and ticket assignments.
diff --git a/include/staff/filter.inc.php b/include/staff/filter.inc.php
index 5c417fdf7af65ab684f5c93e15ba2f4c54924c77..29fcaf17cc3c66327754344fde8cfd70539a930c 100644
--- a/include/staff/filter.inc.php
+++ b/include/staff/filter.inc.php
@@ -186,7 +186,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
<input type="checkbox" name="disable_autoresponder" value="1" <?php echo $info['disable_autoresponder']?'checked="checked"':''; ?> >
- <strong>Disable</strong> auto-response. <em>(Override Dept. settings)</em>
+ <strong>Disable</strong> auto-response. <i class="help-tip icon-question-sign" href="#ticket_auto_response"></i>
</td>
</tr>
<tr>
@@ -210,7 +210,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
- <em>(Sent Automatically) <i class="help-tip icon-question-sign" href="#canned_response"></i></em>
+ <i class="help-tip icon-question-sign" href="#canned_response"></i>
</td>
</tr>
<tr>
@@ -230,7 +230,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
- <span class="error">* <?php echo $errors['dept_id']; ?></span>
+ <span class="error">* <?php echo $errors['dept_id']; ?></span> <i class="help-tip icon-question-sign" href="#department"></i>
</td>
</tr>
<tr>
@@ -251,7 +251,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
?>
</select>
<span class="error">* <?php echo $errors['priority_id']; ?></span>
- <em>(Overrides department's priority)</em>
+ <i class="help-tip icon-question-sign" href="#priority"></i>
</td>
</tr>
<tr>
@@ -271,7 +271,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
?>
</select>
<span class="error"> <?php echo $errors['sla_id']; ?></span>
- <em>(Overrides department's SLA)</em>
+ <i class="help-tip icon-question-sign" href="#sla_plan"></i>
</td>
</tr>
<tr>
@@ -315,7 +315,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
- <span class="error"> <?php echo $errors['assign']; ?></span>
+ <span class="error"> <?php echo $errors['assign']; ?></span><i class="help-tip icon-question-sign" href="#auto_assign_to"></i>
</td>
</tr>
<tr>
@@ -335,7 +335,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
- <span class="error"><?php echo $errors['topic_id']; ?></span>
+ <span class="error"><?php echo $errors['topic_id']; ?></span><i class="help-tip icon-question-sign" href="#help_topic"></i>
</td>
</tr>
<tr>
diff --git a/include/staff/settings-access.inc.php b/include/staff/settings-access.inc.php
index 647d0f3c8851673b57809f4922a8060c6e397f8e..1ad55030a9a2f93f4424e76abd3180e5eab1ac05 100644
--- a/include/staff/settings-access.inc.php
+++ b/include/staff/settings-access.inc.php
@@ -38,16 +38,14 @@ if(!defined('OSTADMININC') || !$thisstaff || !$thisstaff->isAdmin() || !$config)
<tr><td>Allow Password Resets:</th>
<td>
<input type="checkbox" name="allow_pw_reset" <?php echo $config['allow_pw_reset']?'checked="checked"':''; ?>>
- <em>Enables the <u>Forgot my password</u> link on the staff
- control panel.</em> <i class="help-tip icon-question-sign" href="#allow_password_resets"></i>
+ <i class="help-tip icon-question-sign" href="#allow_password_resets"></i>
</td>
</tr>
- <tr><td>Password Reset Window:</th>
+ <tr><td>Reset Token Expiration:</th>
<td>
<input type="text" name="pw_reset_window" size="6" value="<?php
echo $config['pw_reset_window']; ?>">
- Maximum time <em>in minutes</em> a password reset token can
- be valid. <i class="help-tip icon-question-sign" href="#password_reset_window"></i>
+ <em>mins</em> <i class="help-tip icon-question-sign" href="#reset_token_expiration"></i>
<font class="error"> <?php echo $errors['pw_reset_window']; ?></font>
</td>
</tr>
@@ -72,7 +70,7 @@ if(!defined('OSTADMININC') || !$thisstaff || !$thisstaff->isAdmin() || !$config)
<tr><td>Staff Session Timeout:</td>
<td>
<input type="text" name="staff_session_timeout" size=6 value="<?php echo $config['staff_session_timeout']; ?>">
- Maximum idle time in minutes before a staff member must log in again (enter 0 to disable). <i class="help-tip icon-question-sign" href="#staff_session_timeout"></i>
+ mins <em>( 0 to disable)</em>. <i class="help-tip icon-question-sign" href="#staff_session_timeout"></i>
</td>
</tr>
<tr><td>Bind Staff Session to IP:</td>
diff --git a/include/staff/settings-alerts.inc.php b/include/staff/settings-alerts.inc.php
index 9eb4691f4815f1db24899956f42d0bba7c0b9968..688e2a53ce49b3e2fdcfb028555ab1be291c9d6c 100644
--- a/include/staff/settings-alerts.inc.php
+++ b/include/staff/settings-alerts.inc.php
@@ -49,7 +49,6 @@
<input type="radio" name="message_alert_active" value="1" <?php echo $config['message_alert_active']?'checked':''; ?> />Enable
<input type="radio" name="message_alert_active" value="0" <?php echo !$config['message_alert_active']?'checked':''; ?> />Disable
- <i class="help-tip icon-question-sign" href="#status_2"></i>
</td>
</tr>
<tr>
diff --git a/include/staff/staff.inc.php b/include/staff/staff.inc.php
index 126b94e03f783c8789025cc7114b40a984765f59..7591904973d21dca94c00562a399c108e0c849fa 100644
--- a/include/staff/staff.inc.php
+++ b/include/staff/staff.inc.php
@@ -122,7 +122,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
else if (sbk.val() == '' || sbk.val() == 'local')
$('#password-fields').show();
" />
- Send staff welcome email with account access link
+ <i class="help-tip icon-question-sign" href="#welcome_email"></i>
</td>
</tr>
<?php } ?>
@@ -187,7 +187,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<tbody>
<tr>
<th colspan="2">
- <em><strong>Staff's Signature</strong>: Optional signature used on outgoing emails. <span class="error"> <?php echo $errors['signature']; ?></span> <i class="help-tip icon-question-sign" href="#agent_s_signature"></i></em>
+ <em><strong>Staff's Signature</strong>: Optional signature used on outgoing emails. <span class="error"> <?php echo $errors['signature']; ?></span> <i class="help-tip icon-question-sign" href="#agents_signature"></i></em>
</th>
</tr>
<tr>
@@ -199,7 +199,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<tr>
<th colspan="2">
- <em><strong>Account Status & Settings</strong>: Dept. and assigned group controls access permissions. <i class="help-tip icon-question-sign" href="#account_status_settings"></i></em>
+ <em><strong>Account Status & Settings</strong>: Dept. and assigned group controls access permissions.</em>
</th>
</tr>
<tr>
@@ -306,7 +306,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
Directory Listing:
</td>
<td>
- <input type="checkbox" name="isvisible" value="1" <?php echo $info['isvisible']?'checked="checked"':''; ?>>Show the user on staff's directory <i class="help-tip icon-question-sign" href="#directory_listing"></i>
+ <input type="checkbox" name="isvisible" value="1" <?php echo $info['isvisible']?'checked="checked"':''; ?>> Make Visible in the Staff Directory <i class="help-tip icon-question-sign" href="#directory_listing"></i>
</td>
</tr>
<tr>
@@ -315,7 +315,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
<input type="checkbox" name="onvacation" value="1" <?php echo $info['onvacation']?'checked="checked"':''; ?>>
- Staff on vacation mode. (<i>No ticket assignment or alerts</i>) <i class="help-tip icon-question-sign" href="#vacation_mode"></i>
+ Change Status to Vacation Mode <i class="help-tip icon-question-sign" href="#vacation_mode"></i>
</td>
</tr>
<?php