Frontend → Agent → View → TicketCompose

Ticket::Frontend::AgentTicketCompose###DynamicField

Dynamic fields shown in the ticket compose screen of the agent interface.

Default value:

--- {}

Ticket::Frontend::AgentTicketCompose###FormDraft

Allows to save current work as draft in the ticket compose screen of the agent interface.

Default value:

--- '1'

Ticket::Frontend::AgentTicketCompose###IsVisibleForCustomerDefault

Defines if the message in the ticket compose screen of the agent interface is visible for the customer by default.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::AgentTicketCompose###Permission

Required permissions to use the ticket compose screen in the agent interface.

This setting can not be deactivated.

Default value:

--- compose

Ticket::Frontend::AgentTicketCompose###RequiredLock

Defines if a ticket lock is required in the ticket compose screen of the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).

Default value:

--- '1'

Ticket::Frontend::AgentTicketCompose###RichTextHeight

Defines the height for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

Default value:

--- '320'

Ticket::Frontend::AgentTicketCompose###RichTextWidth

Defines the width for the rich text editor component for this screen. Enter number (pixels) or percent value (relative).

Default value:

--- '620'

Ticket::Frontend::AgentTicketCompose###StateDefault

Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface.

This setting can be overridden in the user preferences, but is not active by default.

Default value:

--- open

Ticket::Frontend::AgentTicketCompose###StateType

Defines the next possible states after composing / answering a ticket in the ticket compose screen of the agent interface.

This setting can not be deactivated.

Default value:

---
- open
- closed
- pending auto
- pending reminder

Ticket::Frontend::ComposeAddCustomerAddress

Adds customers email addresses to recipients in the ticket compose screen of the agent interface. The customers email address won't be added if the article type is email-internal.

This setting can not be deactivated.

Default value:

--- '1'

Ticket::Frontend::ComposeReplaceSenderAddress

Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface.

This setting can not be deactivated.

Default value:

--- 0

Ticket::Frontend::Quote

Defines the used character for plaintext email quotes in the ticket compose screen of the agent interface. If this is empty or inactive, original emails will not be quoted but appended to the response.

Default value:

--- '>'

Ticket::Frontend::ResponseFormat

Defines the format of responses in the ticket compose screen of the agent interface ([% Data.OrigFrom | html %] is From 1:1, [% Data.OrigFromName | html %] is only realname of From).

This setting can not be deactivated.

Default value:

--- |
  [% Data.Salutation | html %]
  [% Data.StdResponse | html %]
  [% Data.Signature | html %]

  [% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:
  [% Data.Body | html %]

Ticket::Frontend::ResponseQuoteMaxLines

Defines the maximum number of quoted lines to be added to responses.

This setting is not active by default.

Default value:

--- '99'