Common Features#

Article Options#

Article Common Image

An article may be attached to a ticket. Whenever this option is available, you must enter a subject and a body. You are welcome to add images and other attachments via the upload feature. Alternatively, you can drag and drop the attachments by clicking on the attachment icon

New in version 6.5: Attachment filename length limitation.

This setting can be used to limit the name of the file to be uploaded. By default it’s 50 Ticket::Frontend::AgentTicketZoom::DisplayedAttachmentFilenameMaxLength

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

New in version 6.4: Mentions and Text Snippet.

Mention Someone#

A user mention is done by prefixing with a single ‘@’. A group mention is prefixed by two ‘@@’.

Example: Single User

Please talk to @sbeasley about this issue.

Example: User Group

This is important for the @@developers team.

This will result in the user sbeasley, or in the second example all users of the developers group, getting a notification. The user then has read permissions on the ticket, just as with the watcher module. Additionally, any mentioned user will see a mention toolbar icon, and see the tickets in the agent dashboard.

All those receiving a text body with a mention will have a mailto: link to directly contact the mentioned person via e-mail.

Animated GIF Mention Function

Use a Snippet#

Snippets are available on a queue-by-queue basis. You may therefore not have a snippet available for use.

Snippet Usage Animation

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.

Adding A Customer User At Creation#

Customer User Add At Create

Everywhere you create a ticket it’s possible to search for a customer from all data sources. Additionally, if you look at the options link, directly above the editor, you can choose to select a customer user from the database, or add a customer user to a writeable back-end when creating a ticket. When you have added a or selected the customer user, the user will automatically be added to the ticket and the popup will disappear.