Current File : /home/vacivi36/www2]/suporte/include/i18n/en_US/help/tips/staff.department.yaml
#
# This is popup help messages for the Admin Panel -> Staff -> Add New Department -> Department Form
#
# 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.
#
---
status:
title: Status
content: >
If disabled or archived, this <span class="doc-desc-title">Department</span>
will not be available.
type:
title: Type
content: >
Select <span class="doc-desc-opt">Private</span> if you wish to mask
assignments to this Department in the Client Portal. Additionally,
when labeled as <span class="doc-desc-opt">Private</span>, the <span
class="doc-desc-title">Department Signature</span> will not be
displayed in email replies.
<br/><br/>
At least one department must be <span
class="doc-desc-opt">Public</span>
email:
title: Email
content: >
Email Address used when responses are sent to Users when Agents post
Responses to Tickets.
template:
title: Template Set
content: >
Email <span class="doc-desc-title">Template Set</span> used for
Auto-Responses and Alerts & Notices for tickets routed to this
Department.
links:
- title: Manage Templates
href: /scp/templates.php
sla:
title: SLA
content: >
Service Level Agreement for tickets routed to this Department.
links:
- title: Manage SLA Plans
href: /scp/slas.php
schedule:
title: Schedule
content: >
Schedule used by SLA when rendering tickets, routed to this Department,
Overdue.
<br><br>
This setting takes precedence over System and SLA schedule settings.
links:
- title: Manage Schedules
href: /scp/schedules.php
manager:
title: Department Manager
content: >
Select a <span class="doc-desc-title">Manager</span> for this department.
<br/><br/>
Managers can be configured to receive special alerts and
also have the right to unassign tickets.
links:
- title: Manage Alerts & Notices
href: /scp/settings.php?t=alerts
group_membership:
title: Alerts & Notices Recipients
content: >
Select the recipients of configured <span
class="doc-desc-title">Alerts & Notices</span>.
links:
- title: Configure Alerts & Notices
href: "/scp/settings.php?t=tickets#alerts"
sandboxing:
title: Ticket Assignment Restrictions
content: >
Determine if Tickets can be assigned to all agents,
agents with Primary or Extended Department access,
or only agents with Primary Department access.
disable_auto_claim:
title: Disable Auto Claim
content: >
Check this to <strong>disable</strong> auto-claim on response/reply for
this department.
<br><br>
Agents can still manually claim unassigned tickets
disable_reopen_auto_assign:
title: Disable Auto Assign on Reopen
content: >
Check this to <strong>disable</strong> auto-assignment of reopened tickets for
this department.
<br><br>
Otherwise, the Ticket will be auto assigned to the last responding Agent
auto_response_settings:
title: Autoresponder Settings
content: >
This allows you to override the global Autoresponder settings for
this Department.
new_ticket:
title: New Ticket Auto-Response
content: >
You may disable the Auto-Response sent to the User when a new ticket
is created and routed to this Department.
new_message:
title: New Message Auto-Response
content: >
You may disable the Auto-Response sent to the User to confirm
a newly posted message for tickets in this Department.
auto_response_email:
title: Auto Response Email
content: >
Select an email address from which Auto-Responses are sent for this
Department.
department_access:
title: Group Access
content: >
Allow Agents of other Departments access to this Deparmtent's
tickets.
department_signature:
title: Department Signature
content: >
Signature is made available as a choice, for <span
class="doc-desc-opt">Public</span> Departments, on Agent Responses.
Mini Shell