Frontend → Agent

AgentLoginLogo

The logo shown on top of the login box of the agent interface. The URL to the image must be relative URL to the skin image directory.

Default value:

---
StyleHeight: 70px
URL: skins/Agent/default/img/loginlogo_default.png

AgentLogo

The logo shown in the header of the agent interface. The URL to the image can be a relative URL to the skin image directory, or a full URL to a remote web server.

Default value:

---
StyleHeight: 55px
StyleRight: 29px
StyleTop: 21px
StyleWidth: 230px
URL: skins/Agent/default/img/logo_bg.png

AgentLogoCustom###default

The logo shown in the header of the agent interface for the skin "default". See "AgentLogo" for further description.

This setting is not active by default.

Default value:

---
StyleHeight: 55px
StyleRight: 29px
StyleTop: 21px
StyleWidth: 230px
URL: skins/Agent/default/img/logo_bg.png

AgentLogoCustom###ivory

The logo shown in the header of the agent interface for the skin "ivory". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 55px
StyleRight: 29px
StyleTop: 21px
StyleWidth: 230px
URL: skins/Agent/default/img/logo_bg.png

AgentLogoCustom###ivory-slim

The logo shown in the header of the agent interface for the skin "ivory-slim". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 45px
StyleRight: 45px
StyleTop: 10px
StyleWidth: 220px
URL: skins/Agent/default/img/logo_bg.png

AgentLogoCustom###slim

The logo shown in the header of the agent interface for the skin "slim". See "AgentLogo" for further description.

Default value:

---
StyleHeight: 45px
StyleRight: 45px
StyleTop: 10px
StyleWidth: 220px
URL: skins/Agent/default/img/logo_bg.png

AutoComplete::Agent###CustomerSearch

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search Customer
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

AutoComplete::Agent###Default

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

AutoComplete::Agent###UserSearch

Defines the config options for the autocompletion feature.

Default value:

---
AutoCompleteActive: '1'
ButtonText: Search User
MaxResultsDisplayed: '20'
MinQueryLength: '2'
QueryDelay: '100'

CustomerDBLink

Defines an external link to the database of the customer (e.g. 'http://yourhost/customer.php?CID=[% Data.CustomerID %]' or '').

This setting can not be deactivated.

Default value:

--- '[% Env("CGIHandle") %]?Action=AgentCustomerInformationCenter;CustomerID=[% Data.CustomerID
  | uri %]'

CustomerDBLinkClass

Defines the target attribute in the link to external customer database. E.g. 'AsPopup PopupType_TicketAction'.

This setting can not be deactivated.

Default value:

--- ''

CustomerDBLinkTarget

Defines the target attribute in the link to external customer database. E.g. 'target="cdb"'.

This setting can not be deactivated.

Default value:

--- ''

DefaultOverviewColumns

General ticket data shown in the ticket overviews (fall-back). Note that TicketNumber can not be disabled, because it is necessary.

This setting can not be deactivated.

Default value:

---
Age: '2'
Changed: '1'
CustomerID: '2'
CustomerName: '1'
CustomerUserID: '1'
EscalationResponseTime: '1'
EscalationSolutionTime: '1'
EscalationTime: '1'
EscalationUpdateTime: '1'
Lock: '2'
Owner: '2'
PendingTime: '1'
Priority: '1'
Queue: '2'
Responsible: '1'
SLA: '1'
Sender: '2'
Service: '1'
State: '2'
Subject: '1'
TicketNumber: '2'
Title: '2'
Type: '1'

Frontend::AvatarEngine

Define which avatar engine should be used for the agent avatar on the header and the sender images in AgentTicketZoom. If 'None' is selected, initials will be displayed instead. Please note that selecting anything other than 'None' will transfer the encrypted email address of the particular user to an external service.

This setting can not be deactivated.

Default value:

--- Gravatar

Frontend::CommonParam###Action

Defines the default used Frontend-Module if no Action parameter given in the url on the agent interface.

This setting can not be deactivated.

Default value:

--- AgentDashboard

Frontend::CommonParam###QueueID

Default queue ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Frontend::CommonParam###TicketID

Default ticket ID used by the system in the agent interface.

This setting can not be deactivated.

Default value:

--- ''

Frontend::Gravatar::DefaultImage

Define which avatar default image should be used for the current agent if no gravatar is assigned to the mail address of the agent. Check http://gravatar.com/site/implement/images/ for further information.

This setting can not be deactivated.

Default value:

--- mm

Frontend::HeaderMetaModule###100-Refresh

Defines the module to generate code for periodic page reloads.

This setting can not be deactivated.

Default value:

---
Module: Kernel::Output::HTML::HeaderMeta::Refresh

Frontend::HeaderMetaModule###2-TicketSearch

Module to generate html OpenSearch profile for short ticket search in the agent interface.

Default value:

---
Action: AgentTicketSearch
Module: Kernel::Output::HTML::HeaderMeta::AgentTicketSearch

InfoFile

File that is displayed in the Kernel::Modules::AgentInfo module, if located under Kernel/Output/HTML/Templates/Standard/AgentInfo.tt.

This setting can not be deactivated.

Default value:

--- AgentInfo

InfoKey

Defines the key to be checked with Kernel::Modules::AgentInfo module. If this user preferences key is true, the message is accepted by the system.

This setting can not be deactivated.

Default value:

--- wpt22

LoginURL

Defines an alternate URL, where the login link refers to.

This setting is not active by default.

Default value:

--- http://host.example.com/login.html

LogoutURL

Defines an alternate URL, where the logout link refers to.

This setting is not active by default.

Default value:

--- http://host.example.com/thanks-for-using-otrs.html

LostPassword

Activates lost password feature for agents, in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

ModernizeFormFields

Use new type of select and autocomplete fields in agent interface, where applicable (InputFields).

This setting can not be deactivated.

Default value:

--- '1'

NewTicketInNewWindow::Enabled

If enabled, TicketPhone and TicketEmail will be open in new windows.

This setting can not be deactivated.

Default value:

--- 0

NotificationBodyLostPassword

Defines the body text for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

--- "Hi <OTRS_USERFIRSTNAME>,\n\n\nHere's your new OTRS password.\n\nNew password:
  <OTRS_NEWPW>\n\nYou can log in via the following URL:\n\n<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl\n
  \           "

NotificationBodyLostPasswordToken

Defines the body text for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

--- "Hi <OTRS_USERFIRSTNAME>,\n\nYou or someone impersonating you has requested to
  change your OTRS\npassword.\n\nIf you want to do this, click on the link below.
  You will receive another email containing the password.\n\n<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=LostPassword;Token=<OTRS_TOKEN>\n\nIf
  you did not request a new password, please ignore this email.\n            "

NotificationSubjectLostPassword

Defines the subject for notification mails sent to agents, about new password.

This setting can not be deactivated.

Default value:

--- New OTRS password

NotificationSubjectLostPasswordToken

Defines the subject for notification mails sent to agents, with token about new requested password.

This setting can not be deactivated.

Default value:

--- New OTRS password request

OpenMainMenuOnHover

If enabled, the first level of the main menu opens on mouse hover (instead of click only).

This setting can not be deactivated.

Default value:

--- 0

PossibleNextActions

Defines the list of possible next actions on an error screen, a full path is required, then is possible to add external links if needed.

Default value:

---
'[% Env(''CGIHandle'') %]?Action=AgentDashboard': Go to dashboard!

PreApplicationModule###AgentInfo

Defines a useful module to load specific user options or to display news.

This setting is not active by default.

Default value:

--- Kernel::Modules::AgentInfo

ShowMotd

Shows the message of the day on login screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::AccountTime

Activates time accounting.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::BulkAccountedTime

Defines if time accounting must be set to all tickets in bulk action.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::CustomerInfoCompose

Shows the customer user information (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::CustomerInfoComposeMaxSize

Max size (in characters) of the customer information table (phone and email) in the compose screen.

This setting can not be deactivated.

Default value:

--- '22'

Ticket::Frontend::CustomerInfoZoomMaxSize

Maximum size (in characters) of the customer information table in the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '22'

Ticket::Frontend::DynamicFieldsZoomMaxSizeArticle

Maximum length (in characters) of the dynamic field in the article of the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '160'

Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar

Maximum length (in characters) of the dynamic field in the sidebar of the ticket zoom view.

This setting can not be deactivated.

Default value:

--- '18'

Ticket::Frontend::InformAgentMaxSize

Max size (in rows) of the informed agents box in the agent interface.

This setting can not be deactivated.

Default value:

--- '3'

Ticket::Frontend::InvolvedAgentMaxSize

Max size (in rows) of the involved agents box in the agent interface.

This setting can not be deactivated.

Default value:

--- '3'

Ticket::Frontend::ListType

Shows existing parent/child queue lists in the system in the form of a tree or a list.

This setting can not be deactivated.

Default value:

--- tree

Ticket::Frontend::MaxQueueLevel

Define the max depth of queues.

This setting can not be deactivated.

Default value:

--- '5'

Ticket::Frontend::NeedAccountedTime

Defines if time accounting is mandatory in the agent interface. If enabled, a note must be entered for all ticket actions (no matter if the note itself is configured as active or is originally mandatory for the individual ticket action screen).

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::NewOwnerSelection

Shows an owner selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::NewQueueOwnSelection

Determines which options will be valid of the recipient (phone ticket) and the sender (email ticket) in the agent interface.

This setting is not active by default.

Default value:

---
'1': First Queue
'2': Second Queue

Ticket::Frontend::NewQueueSelectionString

Determines the strings that will be shown as recipient (To:) of the phone ticket and as sender (From:) of the email ticket in the agent interface. For Queue as NewQueueSelectionType "<Queue>" shows the names of the queues and for SystemAddress "<Realname> <<Email>>" shows the name and email of the recipient.

This setting can not be deactivated.

Default value:

--- <Queue>

Ticket::Frontend::NewQueueSelectionType

Defines the recipient target of the phone ticket and the sender of the email ticket ("Queue" shows all queues, "System address" displays all system addresses) in the agent interface.

This setting can not be deactivated.

Default value:

--- Queue

Ticket::Frontend::NewResponsibleSelection

Show a responsible selection in phone and email tickets in the agent interface.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::PendingDiffTime

Time in seconds that gets added to the actual time if setting a pending-state (default: 86400 = 1 day).

This setting can not be deactivated.

Default value:

--- '86400'

Ticket::Frontend::RedirectAfterCloseDisabled

Disables the redirection to the last screen overview / dashboard after a ticket is created.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::ShowCustomerTickets

Shows customer history tickets in AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::TextAreaEmail

Permitted width for compose email windows.

This setting can not be deactivated.

Default value:

--- '82'

Ticket::Frontend::TextAreaNote

Permitted width for compose note windows.

This setting can not be deactivated.

Default value:

--- '78'

Ticket::Frontend::TimeUnits

Sets the prefered time units (e.g. work units, hours, minutes).

This setting can not be deactivated.

Default value:

--- ' (work units)'

Ticket::Frontend::UserDefaultQueue

Defines the default queue for new tickets in the agent interface.

This setting is not active by default.

Default value:

--- Postmaster