diff --git a/include/i18n/en_US/help/tips/manage.helptopic.yaml b/include/i18n/en_US/help/tips/manage.helptopic.yaml
index 57869f5960ca71935666b528154db21c3b3c5e9c..d2179170cea229fe773d361c85080c4e15c73188 100644
--- a/include/i18n/en_US/help/tips/manage.helptopic.yaml
+++ b/include/i18n/en_US/help/tips/manage.helptopic.yaml
@@ -16,35 +16,41 @@
help_topic_information:
title: Help Topic Information
content: >
- Your Help Topics help guide what information is gathered from Users and
- how tickets are routed or assigned.
+ <span class="doc-desc-title">Help Topics</span> guide what
+ information is gathered from Users and how tickets are routed or
+ assigned.
topic:
title: Topic Name
content: >
- Uniqueue Help Topic name.
+ Unique Help Topic name.
status:
title: Status
content: >
- If disabled, this Help Topic will not be available in the Client Interface.
+ If disabled, this <span class="doc-desc-title">Help Topic</span>
+ will not be available.
type:
title: Type
content: >
- If a Topic is labelled as Private, it will only be available for Agents to
- choose when an Agent opens a new Ticket under the Staff Panel.
+ If a <span class="doc-desc-title">Help Topic</span> is labeled as
+ Private, it will only be available for Agents to choose when an
+ Agent opens a new Ticket under the Staff Panel.
parent_topic:
title: Parent Topic
content: >
- Do you want this Help Topic to be treated as a subtopic? If so, then choose a
- Parent Topic under which this Help Topic will belong.
+ Select the Parent Topic to which this <span
+ class="doc-desc-title">Help Topic</span> will belong. The Parent
+ Topic will appear first in the listing with this <span
+ class="doc-desc-title">Help Topic</span> listed behind the parent.
custom_form:
title: Custom Form
content: >
- Custom Forms will help you acquire more specific information from Users
- that are relevant to this Help Topics.
+ Custom Forms will help you acquire more specific information from
+ Users that are relevant to this <span class="doc-desc-title">Help
+ Topic</span>.
links:
- title: Manage Custom Forms
href: /scp/forms.php
@@ -52,7 +58,8 @@ custom_form:
priority:
title: Priority
content: >
- Priority assigned to new ticket related to this Help Topic.
+ Select the Priority assigned to new tickets related to this <span
+ class="doc-desc-title">Help Topic</span>.
<br><br>
Ticket Filters can override new ticket Priority.
@@ -66,9 +73,9 @@ department:
sla_plan:
title: SLA Plan
content: >
- Choose SLA plan associated with this Help Topic.
+ Choose SLA plan associated with this <span class="doc-desc-title">Help Topic</span>.
<br><br>
- Department default SLA plan will be overriden by choosing an SLA plan.
+ This selection will override any selected Department's SLA plan
links:
- title: Manage SLA Plans
href: /scp/slas.php
@@ -77,7 +84,7 @@ thank_you_page:
title: Thank-You Page
content: >
Choose the Thank-You Page to which a User is directed after opening a
- Ticket.
+ Ticket under this <span class="doc-desc-title">Help Topic</span>.
links:
- title: Manage Thank-You Pages
href: /scp/pages.php
@@ -85,28 +92,23 @@ thank_you_page:
auto_assign_to:
title: Auto-assign New Tickets
content: >
- You may optionally choose to what Agent or Team the new Tickets characterized
- by this New Topic will be sent.
+ Optionally choose an Agent or Team to auto-assign tickets opened
+ with this <span class="doc-desc-title">Help Topic</span>
<br><br>
Ticket Filters can override assignment.
links:
- - title: Manage Staff
+ - title: Manage Staff and Teams
href: /scp/staff.php
- - title: Manage Teams
- href: /scp/teams.php
- - title: Manage Filters
- href: /scp/filters.php
ticket_auto_response:
title: Ticket Auto-response
content: >
- If checked, the setting will disable new ticket auto-response for this Help Topic.
+ If checked, the setting will disable new ticket auto-responses for
+ this <span class="doc-desc-title">Help Topic</span>.
<br><br>
- This overrides <span class="doc-desc-title">Department</span> as
- well as global <span class="doc-desc-title">Autoresponder
- settings</span>.
-admin_notes:
- title: Admin Notes
- content: >
- These notes are only visible to those whose account type is <span
- class='doc-desc-opt'>Admin</span>.
+ This overrides the autoresponder setting for the <span
+ class="doc-desc-title">Department</span> as well as global <span
+ class="doc-desc-title">Autoresponder settings</span>.
+ links:
+ - title: Autoresponder Settings
+ href: /scp/settings.php?t=autoresp
diff --git a/include/i18n/en_US/help/tips/manage.pages.yaml b/include/i18n/en_US/help/tips/manage.pages.yaml
index b55718ad1810982c607066978cfbef0e786b1fa6..842e1519cb8059882b6d1360c268b8f45e23301c 100644
--- a/include/i18n/en_US/help/tips/manage.pages.yaml
+++ b/include/i18n/en_US/help/tips/manage.pages.yaml
@@ -19,6 +19,9 @@ site_pages:
Site pages can serve as a mini Content Management System (CMS). You
can define multiple landing, offline, and thank-you pages and
configure them in the company settings and help topics.
+ links:
+ - title: Company Settings
+ href: /scp/settings?t=pages
type:
title: Type
diff --git a/include/i18n/en_US/help/tips/manage.sla.yaml b/include/i18n/en_US/help/tips/manage.sla.yaml
index eeb45a8d03892e769496d6d36cb8ae9ebb0faa81..c1153378659b515125dfd7630610be69a3a37bb5 100644
--- a/include/i18n/en_US/help/tips/manage.sla.yaml
+++ b/include/i18n/en_US/help/tips/manage.sla.yaml
@@ -17,22 +17,20 @@ name:
title: Name
content: >
Choose a discriptive name for this <span class="doc-desc-title">SLA Plan</span>
- that will reflect its purpose or specificity.
+ that will reflect its purpose.
grace_period:
title: Grace Period
content: >
- This is the how many hours pass by before the <span class="doc-desc-title">Open Tickets</span>
- with this <span class="doc-desc-title">SLA Plan</span> are marked
- as <span class="doc-desc-opt">Overdue</span>.
+ Determine the number of hours after a ticket is created that it will
+ be automatically marked as overdue.
<br><br>
<em>Hours are counted from ticket create time.</em>
transient:
title: Transient
content: >
- Enable this if you want the <span class="doc-desc-title">SLA
- Plan</span> to be considered temporary and overridable by
- none-transient SLA on <span class="doc-desc-opt">Department</span>
+ Transient SLAs are considered temporary and can be overridden by
+ a non-transient SLA on <span class="doc-desc-opt">Department</span>
transfer or when its <span class="doc-desc-title">Help Topic</span>
is changed.
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 485b1fb56e4275f189b3170696f4d26f6d65ea2c..37fbe68478d27ac6bdd1ad380f16317404f2e346 100644
--- a/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
+++ b/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
@@ -24,109 +24,79 @@ agent_staff_information:
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 <span
- class="doc-desc-title">Help Desk</span>.
-
+ Please choose an Agent <span class="doc-desc-title">username</span>
+ that is unique to your <span class="doc-desc-title">Help
+ Desk</span>.
email_address:
title: Email Address
content: >
- Agent's email that will receive <span
- class="doc-desc-title">Alerts</span> from the <span
+ Enter Agent's email that will receive <span
+ class="doc-desc-title">Alerts & Notices</span> from the <span
class="doc-desc-title">Help Desk</span>.
<br><br>
- Staff can log into the staff control panel with either username or email address.
-
-phone_number_mobile_number:
- title: Phone Number/Mobile Number
- content: >
-
-mobile_number:
- title: Mobile Number
- content: >
+ Staff can sign in into the staff control panel with either username or email address.
welcome_email:
title: Welcome Email
content: >
- Email sent to new Agents with an account access
- link. By following the link in the sent email, the Agent will then be able to set
- their own password. To disable, uncheck this box and set password for staff.
- You will need to communicated log-in information to new staff.
+ Send the new Agent an account access link from which the Agent will
+ be able to set thier own password. If unchecked, you will need to set password
+ and communicate the log-in information to the new staff.
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.
-
-password:
- title: Password
- content: >
-
-confirm_password:
- title: Confirm Password
- content: >
+ As an <span class="doc-desc-title">administrator</span>, you may
+ change an Agent’s 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 upon next log-in. <em>Recommended</em>
+ Enable this if you would like to force the new Agent to change
+ their own password upon next log-in.
agents_signature:
title: Agent’s Signature
content: >
- Create an optional signature for the Agent which can be selected when sending a response.
-
-
- 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
+ Create a signature for the Agent which can be selected when replying to a ticket.
account_status:
title: Account Status
content: >
If the Agent's status is <span
class="doc-desc-opt">Locked</span>, they will not be able to
- log in to the help desk.
+ sign in to the help desk.
assigned_group:
title: Assigned Group
content: >
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>.
-
+ this Agent to belong will determine what permissions the Agent has
+ within the <span class="doc-desc-title">Help Desk</span>.
links:
- title: Manage Groups
href: /scp/groups.php
-
+
primary_department:
title: Primary Department
content: >
- Choose the primary <span class="doc-desc-title">department</span> in this Agent is assigned.
-
+ Choose the primary <span class="doc-desc-title">department</span> to which this Agent belongs.
+
links:
- title: Manage Departments
href: /scp/departments.php
-time_zone:
- title: Time Zone
- content: >
-
daylight_saving:
title: Daylight Saving
content: >
Enable this feature if you would like Daylight Saving to automatically
- come into play for this Agent’s timestamp.
+ come into play for this Agent’s time zone.
limited_access:
title: Limited Access
content: >
- Would you like to limit this Agent’s access to only those tickets which he/she is assigned?
+ If enabled, the Agent will only have access to tickets assigned directly or via the Team.
directory_listing:
title: Directory Listing
@@ -140,7 +110,8 @@ directory_listing:
vacation_mode:
title: Vacation Mode
content: >
- 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.
\ No newline at end of file
+ If you change the Agent’s status to <span
+ class="doc-desc-opt">Vacation Mode</span>, the Agent will not
+ receive any <span class="doc-desc-title">Alerts & Notices</span>
+ nor be available for tickets assignment.
+
diff --git a/include/staff/staff.inc.php b/include/staff/staff.inc.php
index 7591904973d21dca94c00562a399c108e0c849fa..13fd759eff5f45e6fdf023f3edca71ded1557731 100644
--- a/include/staff/staff.inc.php
+++ b/include/staff/staff.inc.php
@@ -65,7 +65,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<td>
<input type="text" size="30" name="firstname" class="auto first"
value="<?php echo $info['firstname']; ?>">
- <span class="error">* <?php echo $errors['firstname']; ?></span> <i class="help-tip icon-question-sign" href="#first_name"></i>
+ <span class="error">* <?php echo $errors['firstname']; ?></span>
</td>
</tr>
<tr>
@@ -75,7 +75,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<td>
<input type="text" size="30" name="lastname" class="auto last"
value="<?php echo $info['lastname']; ?>">
- <span class="error">* <?php echo $errors['lastname']; ?></span> <i class="help-tip icon-question-sign" href="#last_name"></i>
+ <span class="error">* <?php echo $errors['lastname']; ?></span>
</td>
</tr>
<tr>
@@ -122,6 +122,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
else if (sbk.val() == '' || sbk.val() == 'local')
$('#password-fields').show();
" />
+ Send sign in information
<i class="help-tip icon-question-sign" href="#welcome_email"></i>
</td>
</tr>
@@ -336,7 +337,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
} ?>
<tr>
<th colspan="2">
- <em><strong>Admin Notes</strong> <i class="help-tip icon-question-sign" href="#admin_notes"></i></em>
+ <em><strong>Admin Notes</strong></em>
</th>
</tr>
<tr>