Required permissions to use the ticket merge screen of a zoomed ticket in the agent interface.

This setting can not be deactivated.

Default value:

--- rw

Defines if a ticket lock is required in the ticket merge screen of a zoomed ticket in 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:

--- '100'

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'

When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the subject of this note (this subject cannot be changed by the agent).

This setting can not be deactivated.

Default value:

--- Ticket Merged

When tickets are merged, a note will be added automatically to the ticket which is no longer active. Here you can define the body of this note (this text cannot be changed by the agent).

This setting can not be deactivated.

Default value:

--- Merged Ticket <OTRS_TICKET> to <OTRS_MERGE_TO_TICKET>.

When tickets are merged, the customer can be informed per email by setting the check box "Inform Sender". In this text area, you can define a pre-formatted text which can later be modified by the agents.

This setting can not be deactivated.

Default value:

--- Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".