Entity Type Reference

What are Entity Types

Entity types define and categorize different entities in the system. In Znuny, entity types are used to organize:

• Auto-response - Defines which response should be sent and limits selection in Queues <-> Auto-responses.

See also

Auto Response Types

• Communication channel - Indicates via which channel received the message.

• LockType - Determines Which lock type is applied.

• SenderType - Indicates the sender who initiated the communication.

• StateType - Indicates where in the system should the state be used.

See also

What are States

• TemplateType - Limits the selection of the template based on the front-end component.

See also

Communication Templates

Communication channels

In Znuny, communication channels are an essential part of the ticketing system. They define how customers and agents interact, ensuring efficient message routing, tracking, and processing.

What Are Communication Channels in Znuny?

Communication channels are the different ways a ticket can be created, updated, or managed. These include:

• Email - The most common channel.

• Internal (Customer Portal) - Customers and Agent interaction with the portal, in the form of notes.

• Phone - Agents log calls as tickets for tracking.

Where are the channels used

Znuny is highly configurable, but the default channel usages is as follows.

Communication Channel	Default: Sender Type	Remarks
E-Mail	Agent	Used in AgentTicketForward
		Used in AgentTicketEmailOutbound
		Used in AgentTicketCompose
		Used in AgentTicketEmail
		Used in AgentTicketBounce
	System	Used by the auto-response
	Customer	Used for follow-up mails.
Phone	Customer	AgentTicketPhone
		AgentTicketPhoneInbound
	Agent	AgentTicketPhoneOutbound
Internal	Customer	CustomerTicketMessage
		CustomerTicketProcess
	Agent	AgentTicketActionCommon (All other masks where a Body is used.)

Lock Types

lock type	Used by	Used in
lock	Agent	AgentTicketLock, AgentTicketBulk and screens requiring a lock.
tmp_lock	System
unlock	Agent	AgentTicketLock, AgentTicketBulk and screens requiring a lock.

Sender Type

Sender Type	Used in
agent	AgentTicketPhoneOutbound, AgentTicketEmail, AgentTIcketEmailOutbond, AgentTicketForward, AgentTicketCompose, AgentTicketProcess
system	Auto-replies, Notifications und Web Services (depending on configuration)
customer	AgentTicketPhone, AgentTicketPhoneInbound, CustomerTicketZoom, CustomerTicketMessage, CustomerTicketProcess