Frontend → Agent → View → TicketZoom → MenuModule

Ticket::Frontend::MenuModule###000-Back

Shows a link in the menu to go back in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: ''
ClusterName: ''
ClusterPriority: ''
Description: Go back
Link: '[% Env("LastScreenOverview") %];TicketID=[% Data.TicketID | html %]'
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Back
PopupType: ''
Target: ''

Ticket::Frontend::MenuModule###100-Lock

Shows a link in the menu to lock/unlock tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketLock
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Lock / unlock this ticket
Module: Kernel::Output::HTML::TicketMenu::Lock
Name: Lock
Target: ''

Ticket::Frontend::MenuModule###200-History

Shows a link in the menu to access the history of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketHistory
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Show the history for this ticket
Link: Action=AgentTicketHistory;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: History
PopupType: TicketHistory
Target: ''

Ticket::Frontend::MenuModule###210-Print

Shows a link in the menu to print a ticket or an article in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketPrint
ClusterName: ''
ClusterPriority: ''
Description: Print this ticket
Link: Action=AgentTicketPrint;TicketID=[% Data.TicketID | html %]
LinkParam: target="print"
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Print
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###300-Priority

Shows a link in the menu to see the priority of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketPriority
ClusterName: ''
ClusterPriority: ''
Description: Change the priority for this ticket
Link: Action=AgentTicketPriority;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Priority
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###310-FreeText

Shows a link in the menu to add a free text field in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketFreeText
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Change the free fields for this ticket
Link: Action=AgentTicketFreeText;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Free Fields
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###320-Link

Shows a link in the menu that allows linking a ticket with another object in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentLinkObject
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Link this ticket to other objects
Link: Action=AgentLinkObject;SourceObject=Ticket;SourceKey=[% Data.TicketID | html
  %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Link
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###400-Owner

Shows a link in the menu to see the owner of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketOwner
ClusterName: People
ClusterPriority: '430'
Description: Change the owner for this ticket
Link: Action=AgentTicketOwner;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Owner
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###410-Responsible

Shows a link in the menu to see the responsible agent of a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketResponsible
ClusterName: People
ClusterPriority: '430'
Description: Change the responsible for this ticket
Link: Action=AgentTicketResponsible;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Responsible
Name: Responsible
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###420-Customer

Shows a link in the menu to see the customer who requested the ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketCustomer
ClusterName: People
ClusterPriority: '430'
Description: Change the customer for this ticket
Link: Action=AgentTicketCustomer;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Customer
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###420-Note

Shows a link in the menu to add a note in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketNote
ClusterName: Communication
ClusterPriority: '435'
Description: Add a note to this ticket
Link: Action=AgentTicketNote;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Note
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###425-Phone Call Outbound

Shows a link in the menu to add a note in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketPhoneOutbound
ClusterName: Communication
ClusterPriority: '435'
Description: Add an outbound phone call to this ticket
Link: Action=AgentTicketPhoneOutbound;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Phone Call Outbound
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###426-Phone Call Inbound

Shows a link in the menu to add a note in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketPhoneInbound
ClusterName: Communication
ClusterPriority: '435'
Description: Add an inbound phone call to this ticket
Link: Action=AgentTicketPhoneInbound;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Phone Call Inbound
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###427-Email Outbound

Shows a link in the menu to send an outbound email in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketEmailOutbound
ClusterName: Communication
ClusterPriority: '435'
Description: Send new outgoing mail from this ticket
Link: Action=AgentTicketEmailOutbound;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: E-Mail Outbound
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###430-Merge

Shows a link in the menu that allows merging tickets in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketMerge
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Merge this ticket and all articles into another ticket
Link: Action=AgentTicketMerge;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Merge
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###440-Pending

Shows a link in the menu to set a ticket as pending in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketPending
ClusterName: ''
ClusterPriority: ''
Description: Set this ticket to pending
Link: Action=AgentTicketPending;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Pending
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###448-Watch

Shows a link in the menu for subscribing / unsubscribing from a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketWatcher
ClusterName: ''
ClusterPriority: ''
Description: Watch this ticket
Module: Kernel::Output::HTML::TicketMenu::TicketWatcher
Name: Watch
Target: ''

Ticket::Frontend::MenuModule###450-Close

Shows a link in the menu to close a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentTicketClose
ClusterName: ''
ClusterPriority: ''
Description: Close this ticket
Link: Action=AgentTicketClose;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Close
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###460-Delete

Shows a link in the menu to delete a ticket in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

This setting is not active by default.

Default value:

---
Action: AgentTicketMove
ClusterName: ''
ClusterPriority: ''
Description: Delete this ticket
Link: Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Delete
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Delete
PopupType: ''
Target: ''

Ticket::Frontend::MenuModule###470-Junk

Shows a link to set a ticket as junk in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

This setting is not active by default.

Default value:

---
Action: AgentTicketMove
ClusterName: ''
ClusterPriority: ''
Description: Mark this ticket as junk!
Link: Action=AgentTicketMove;TicketID=[% Data.TicketID %];DestQueue=Junk
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: Spam
PopupType: ''
Target: ''

Ticket::Frontend::MenuModule###480-Process

Shows a link in the menu to enroll a ticket into a process in the ticket zoom view of the agent interface.

Default value:

---
Action: AgentTicketProcess
Cluster: ''
Description: Enroll process for this ticket
Link: Action=AgentTicketProcess;IsProcessEnroll=1;TicketID=[% Data.TicketID | html
  %]
Module: Kernel::Output::HTML::TicketMenu::Process
Name: Process
PopupType: TicketAction
Target: ''

Ticket::Frontend::MenuModule###500-ExternalLink

Shows link to external page in the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2".

This setting is not active by default.

Default value:

---
Action: ''
ClusterName: Miscellaneous
ClusterPriority: ''
Description: Open an external link!
ExternalLink: '1'
Link: http://external-application.test/app/index.php?TicketID=[% Data.TicketID %]&queue_id=[%
  Data.QueueID %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: External Link
PopupType: ''
Target: _blank

Ticket::Frontend::MenuModule###550-Appointment

Shows a link in the menu for creating a calendar appointment linked to the ticket directly from the ticket zoom view of the agent interface. Additional access control to show or not show this link can be done by using Key "Group" and Content like "rw:group1;move_into:group2". To cluster menu items use for Key "ClusterName" and for the Content any name you want to see in the UI. Use "ClusterPriority" to configure the order of a certain cluster within the toolbar.

Default value:

---
Action: AgentAppointmentCalendarOverview
ClusterName: Miscellaneous
ClusterPriority: '800'
Description: Create a new calendar appointment linked to this ticket
Link: Action=AgentAppointmentCalendarOverview;Subaction=AppointmentCreate;PluginKey=0100-Ticket;ObjectID=[%
  Data.TicketID | uri %]
Module: Kernel::Output::HTML::TicketMenu::Generic
Name: New Appointment
PopupType: ''
Target: ''

Ticket::Frontend::MenuModule###999-TeaserAttachmentView

Shows a teaser link in the menu for the ticket attachment view of OTRS Business Solution™.

Default value:

---
Action: AgentTicketZoom
Class: OTRSBusinessRequired
ClusterName: Miscellaneous
ClusterPriority: '999'
Description: View all attachments of the current ticket
Link: Action=AgentTicketZoom;TicketID=[% Data.TicketID | html %]
Module: Kernel::Output::HTML::TicketMenu::TeaserAttachmentView
Name: All attachments (OTRS Business Solution™)
PopupType: ''
Target: ''