Common Features#

Article Options#

Article Common Image

An article may be attached to a ticket. Any time this is an option you must enter a subject and a body. You may add images in-line and other attachments via the upload feature. These may be dragged and dropped or you may select the attachments by browsing (Just click on the attachment icon .)

Editor Options#

Using the CKEditor is mostly self-explanatory. Your administrator can add additional options by activating the EnhancedMode. This enables among other options:

  • tables

  • find and replace

  • subscript

  • superscript

  • paste from word

State Options#

State options may be attached to the article, as seen above, or be detached. Available state options can be affected by system configuration options. These include:

  • if a state is available

  • which state, if any, is preselected

In some cases, the selected state is optional. Removing it keeps the last state unchanged. In cases where the last state is not an available option, set a new state from the available options.

Pending State#

If a pending or pending auto type state is selected a date-time selector appears.

Pending State Time Selection Image

Ticket Locking#

Communication screens lock the ticket temporarily to a user writing a response to or conducting a phone call with a customer. Canceling the action then returns ownership of the ticket to the original owner, and other users can work on the ticket.

A lock requirement is configurable on all screens. The system configuration option is always. Ticket::Frontend::<ScreenName>###RequiredLock The screen name can be found in the address bar as the Action parameter.


You would see;TicketID=1 in the status bar, or by right-clicking the link and copying the URL.

The name of the screen seen in the Action parameter is AgentTicketPriority.

If you want to make setting the priority a locking event, then the configuration item would be: Ticket::Frontend::AgentTicketPriority###RequiredLock.


Searching for the Action in the system configuration is the quickest way to find available options.

Accounting Time#

Time Accounting

New in version 6.3.

It’s possible to enter time units in all screens where composing an article. These time units can be a positive or negative number, which will increase or decrease the total time accounted on the ticket respectively.

AdvancedTimeUnit Screenshot

Instead of the default text field, you can now select units from a configurable dropdown list of options. Selectable units are defined system-wide by the system administrator.

This feature can be activated with Ticket::Frontend::AccountTimeType in the system configuration.