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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
Shows a link in the menu to change 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: ''
Shows a link in the menu to change 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: ''
Shows a link in the menu to change 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: ''
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: ''
Shows a link in the menu to add a phone call outbound 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: ''
Shows a link in the menu to add a phone call inbound 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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
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: ''
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
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: ''
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: ''