Current File : /home/vacivi36/public_bakcup/suporte/include/i18n/en_US/help/tips/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.
queue_bucket_counts:
title: Top-Level Ticket Counts
content: >
This setting is used to hide or show the ticket counts on Main-Level
queues. Get back to the way things used to be.
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.
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 unless auto
assign on reopen is disabled on the Department level.
auto_refer:
title: Auto-refer Tickets on Close
content: >
Enable this to auto-refer tickets to the assigned or closing
Agent when a ticket is closed.
<br><br>
This is necessary when you want to give agents with limited access
continued access to assigned tickets after they're closed.
collaborator_ticket_visibility:
title: Collaborator Tickets Visibility
content: >
If Enabled, Users will have visibility to ALL Tickets they participate in
when signing into the Web Portal.
<br><br>
If Disabled, Users will only be able to see their own Tickets
when signing into the Web Portal.
require_topic_to_close:
title: Require Help Topic to Close
content: >
If Enabled, a Ticket must have a Help Topic in order to be Closed by an Agent
allow_external_images:
title: Allow External Images
content: >
If Enabled, the system will allow external inline images that have a valid image
extension (.png, .jpg, .jpeg, .gif). If Disabled, the system will exclude
any external inline images. One caveat to note, is if the setting is Disabled we
will still store external inline images that have a valid image extension in case
the setting is re-enabled in the future.
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>.
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.).
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