Dynamic fields shown in the email outbound screen of the agent interface.

Default value:

--- {}

Allows to save current work as draft in the email outbound screen of the agent interface.

Default value:

--- '1'

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

Default value:

--- 0

Required permissions to use the email outbound screen in the agent interface.

This setting can not be deactivated.

Default value:

--- compose

Defines if a ticket lock is required in the email outbound 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'

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

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

Default value:

--- '300'

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

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

Default value:

--- '620'

Defines the default next state of a ticket after the message has been sent, in the email outbound screen of the agent interface.

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

Default value:

--- open

Defines the next possible states after sending a message in the email outbound screen of the agent interface.

Default value:

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