en	Sacrifice to Sphinx

en	Description

en	The OTOBO::ITSM Incident and Problem Management package.

en	System requirements

en	Framework

en	OTOBO 10.1.x

en	Packages

en	ITSMCore 10.1.3

en	Third-party software

en	\-

en	Usage

en	Setup

en	Configuration Reference

en	Core::Stats

en	Stats::DynamicObjectRegistration###ITSMTicketFirstLevelSolutionRate

en	Enables the stats module to generate statistics about the average of ITSM ticket first level solution rate.

en	Stats::DynamicObjectRegistration###ITSMTicketSolutionTimeAverage

en	Enables the stats module to generate statistics about the average of ITSM ticket solution.

en	Core::Ticket

en	Ticket::Type

en	Allows defining new types for ticket (if ticket type feature is enabled).

en	Core::Ticket::ACL

en	ACLKeysLevel3::Actions###100-Default-ITSM

en	Defines which items are available for 'Action' in third level of the ACL structure.

en	Frontend::Agent::ModuleRegistration

en	Frontend::Module###AgentTicketAddtlITSMField

en	Frontend module registration for the agent interface.

en	Frontend::Module###AgentTicketDecision

en	Frontend::Module###AgentITSMIncidentProblemManagement

en	Frontend::Agent::ModuleRegistration::Loader

en	Loader::Module::AgentTicketDecision###003-ITSMTicket

en	Loader module registration for the agent interface.

en	Loader::Module::AgentTicketAddtlITSMField###003-ITSMTicket

en	Loader::Module::AgentTicketClose###002-TicketITSMTicket

en	Loader::Module::AgentTicketFreeText###002-TicketITSMTicket

en	Loader::Module::AgentTicketNote###002-TicketITSMTicket

en	Loader::Module::AgentTicketOwner###002-TicketITSMTicket

en	Loader::Module::AgentTicketPending###002-TicketITSMTicket

en	Loader::Module::AgentTicketPriority###002-TicketITSMTicket

en	Loader::Module::AgentTicketResponsible###002-TicketITSMTicket

en	Loader::Module::AgentTicketPhone###002-TicketITSMTicket

en	Loader::Module::AgentTicketEmail###002-TicketITSMTicket

en	Frontend::Agent::View::TicketAddtlITSMField

en	Ticket::Frontend::AgentTicketAddtlITSMField###Permission

en	Required permissions to use the additional ITSM field screen in the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###RequiredLock

en	Defines if a ticket lock is required in the additional ITSM field 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).

en	Ticket::Frontend::AgentTicketAddtlITSMField###TicketType

en	Sets the ticket type in the additional ITSM field screen of the agent interface (Ticket::Type needs to be activated).

en	Ticket::Frontend::AgentTicketAddtlITSMField###Service

en	Sets the service in the additional ITSM field screen of the agent interface (Ticket::Service needs to be activated).

en	Ticket::Frontend::AgentTicketAddtlITSMField###ServiceMandatory

en	Sets if service must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###SLAMandatory

en	Sets if SLA must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Queue

en	Sets the queue in the ticket responsible screen of a zoomed ticket in the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###QueueMandatory

en	Sets if queue must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Owner

en	Sets the ticket owner in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###OwnerMandatory

en	Sets if ticket owner must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Responsible

en	Sets the ticket responsible in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###ResponsibleMandatory

en	Sets if ticket responsible must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###State

en	If a note is added by an agent, sets the state of a ticket in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###StateMandatory

en	Sets if state must be selected by the agent.

en	Ticket::Frontend::AgentTicketAddtlITSMField###StateType

en	Defines the next state of a ticket after adding a note, in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###StateDefault

en	Defines the default next state of a ticket after adding a note, in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Note

en	Allows adding notes in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###NoteMandatory

en	Sets if note must be filled in by the agent. Can be overwritten by Ticket::Frontend::NeedAccountedTime.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Subject

en	Defines the default subject of a note in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Body

en	Defines the default body of a note in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###InvolvedAgent

en	Shows a list of all the involved agents on this ticket, in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###InformAgent

en	Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###IsVisibleForCustomerDefault

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

en	Ticket::Frontend::AgentTicketAddtlITSMField###Priority

en	Shows the ticket priority options in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###PriorityDefault

en	Defines the default ticket priority in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###Title

en	Shows the title fields in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###FormDraft

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

en	Ticket::Frontend::AgentTicketAddtlITSMField###HistoryType

en	Defines the history type for the additional ITSM field screen action, which gets used for ticket history.

en	Ticket::Frontend::AgentTicketAddtlITSMField###HistoryComment

en	Defines the history comment for the additional ITSM field screen action, which gets used for ticket history.

en	Ticket::Frontend::AgentTicketAddtlITSMField###DynamicField

en	Dynamic fields shown in the additional ITSM field screen of the agent interface.

en	Ticket::Frontend::AgentTicketAddtlITSMField###ShowIncidentState

en	Defines if the service incident state should be shown during service selection in the agent interface.

en	Frontend::Agent::View::TicketClose

en	Ticket::Frontend::AgentTicketClose###ShowIncidentState

en	Ticket::Frontend::AgentTicketClose###DynamicField

en	Dynamic fields shown in the ticket close screen of the agent interface.

en	Frontend::Agent::View::TicketCompose

en	Ticket::Frontend::AgentTicketCompose###DynamicField

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

en	Frontend::Agent::View::TicketDecision

en	Ticket::Frontend::AgentTicketDecision###Permission

en	Required permissions to use the decision screen in the agent interface.

en	Ticket::Frontend::AgentTicketDecision###RequiredLock

en	Defines if a ticket lock is required in the decision 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).

en	Ticket::Frontend::AgentTicketDecision###TicketType

en	Sets the ticket type in the decision screen of the agent interface (Ticket::Type needs to be activated).

en	Ticket::Frontend::AgentTicketDecision###Service

en	Sets the service in the decision screen of the agent interface (Ticket::Service needs to be activated).

en	Ticket::Frontend::AgentTicketDecision###ServiceMandatory

en	Ticket::Frontend::AgentTicketDecision###SLAMandatory

en	Ticket::Frontend::AgentTicketDecision###Queue

en	Sets the queue in the ticket note screen of a zoomed ticket in the agent interface.

en	Ticket::Frontend::AgentTicketDecision###QueueMandatory

en	Ticket::Frontend::AgentTicketDecision###Owner

en	Sets the ticket owner in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###OwnerMandatory

en	Ticket::Frontend::AgentTicketDecision###Responsible

en	Sets the ticket responsible in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###ResponsibleMandatory

en	Ticket::Frontend::AgentTicketDecision###State

en	If a note is added by an agent, sets the state of a ticket in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###StateMandatory

en	Ticket::Frontend::AgentTicketDecision###StateType

en	Defines the next state of a ticket after adding a note, in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###StateDefault

en	Defines the default next state of a ticket after adding a note, in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###Note

en	Allows adding notes in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###NoteMandatory

en	Ticket::Frontend::AgentTicketDecision###Subject

en	Defines the default subject of a note in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###Body

en	Defines the default body of a note in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###InvolvedAgent

en	Shows a list of all the involved agents on this ticket, in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###InformAgent

en	Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###IsVisibleForCustomerDefault

en	Ticket::Frontend::AgentTicketDecision###Priority

en	Shows the ticket priority options in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###PriorityDefault

en	Defines the default ticket priority in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###Title

en	Shows the title fields in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###FormDraft

en	Ticket::Frontend::AgentTicketDecision###HistoryType

en	Defines the history type for the decision screen action, which gets used for ticket history.

en	Ticket::Frontend::AgentTicketDecision###HistoryComment

en	Defines the history comment for the decision screen action, which gets used for ticket history.

en	Ticket::Frontend::AgentTicketDecision###DynamicField

en	Dynamic fields shown in the decision screen of the agent interface.

en	Ticket::Frontend::AgentTicketDecision###ShowIncidentState

en	Frontend::Agent::View::TicketEmailNew

en	Ticket::Frontend::AgentTicketEmail###ShowIncidentState

en	Ticket::Frontend::AgentTicketEmail###DynamicField

en	Dynamic fields shown in the ticket email screen of the agent interface.

en	Frontend::Agent::View::TicketFreeText

en	Ticket::Frontend::AgentTicketFreeText###ShowIncidentState

en	Frontend::Agent::View::TicketNote

en	Ticket::Frontend::AgentTicketNote###ShowIncidentState

en	Frontend::Agent::View::TicketOwner

en	Ticket::Frontend::AgentTicketOwner###ShowIncidentState

en	Frontend::Agent::View::TicketPending

en	Ticket::Frontend::AgentTicketPending###ShowIncidentState

en	Frontend::Agent::View::TicketPhoneNew

en	Ticket::Frontend::AgentTicketPhone###ShowIncidentState

en	Ticket::Frontend::AgentTicketPhone###DynamicField

en	Dynamic fields shown in the ticket phone screen of the agent interface.

en	Frontend::Agent::View::TicketPrint

en	Ticket::Frontend::AgentTicketPrint###DynamicField

en	Dynamic fields shown in the ticket print screen of the agent interface.

en	Frontend::Agent::View::TicketPriority

en	Ticket::Frontend::AgentTicketPriority###ShowIncidentState

en	Ticket::Frontend::AgentTicketPriority###DynamicField

en	Dynamic fields shown in the ticket priority screen of the agent interface.

en	Ticket::Frontend::AgentTicketPriority###TicketType

en	Sets the ticket type in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Type needs to be activated).

en	Ticket::Frontend::AgentTicketPriority###Service

en	Sets the service in the ticket priority screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).

en	Frontend::Agent::View::TicketResponsible

en	Ticket::Frontend::AgentTicketResponsible###ShowIncidentState

en	Frontend::Agent::View::TicketSearch

en	Ticket::Frontend::AgentTicketSearch###DynamicField

en	Dynamic fields shown in the ticket search screen of the agent interface.

en	Frontend::Agent::View::TicketZoom

en	Ticket::Frontend::AgentTicketZoom###DynamicField

en	Dynamic fields shown in the ticket zoom screen of the agent interface.

en	Frontend::Agent::View::TicketZoom::MenuModule

en	Ticket::Frontend::MenuModule###420-Decision

en	Shows a link in the menu to change the decision of a ticket in its zoom view of the agent interface.

en	Ticket::Frontend::MenuModule###315-AddtlITSMField

en	Shows a link in the menu to modify additional ITSM fields in the ticket zoom view of the agent interface.

en	Frontend::Base::OutputFilter

en	Frontend::Output::FilterElementPost###ITSMIncidentProblemManagement

en	Modifies the display order of the dynamic field ITSMImpact and other things.

en	Frontend::Customer::View::TicketPrint

en	Ticket::Frontend::CustomerTicketPrint###DynamicField

en	Dynamic fields shown in the ticket print screen of the customer interface.

en	Frontend::Customer::View::TicketZoom

en	Ticket::Frontend::CustomerTicketZoom###DynamicField

en	Dynamic fields shown in the ticket zoom screen of the customer interface.

en	About

en	Contact

en	Rother OSS GmbH

en	Email: hello@otobo.de

en	Web: https://otobo.de

en	Version

en	Author: |doc-vendor| / Version: |doc-version| / Date of release: |doc-datestamp|