Ticketing

• Person description format: Here you can define how person names are displayed within ticketing person lookup lists. Leave empty to use default. You can use these fields: #FIRSTNAME#, #LASTNAME#, #UNIQUEID#, #EMAIL# and any other custom field using the format #FIELD-fieldname#. You can also use #INACTIVE-# to include a keyword when a person is inactive • Searching for people also returns inactive people: When searching for people by default inactive people are filtered. By setting this option to yes, also inactive people are listed, with a clear marker that the person is inactive.

• Ticket status 'updated': Select the status that represents the updated status. Please check the ticketing module documentation for more information on this status.

• Ticket status 'waiting for customer': Select the status that represents the waiting for customer status. Please check the ticketing module documentation for more information on this status.

• Ticket status 'waiting for vendor': Select the status that represents the waiting for vendor status. Please check the ticketing module documentation for more information on this status.

• Ticket status 'in progress': Select the status that represents the in progress status. Please check the ticketing module documentation for more information on this status.

• Ticket status 'closed': Select the status that represents the closed status. Please check the ticketing module documentation for more information on this status. • Ticket status 'updated' mail template: Select the mail template that should be used in case the status of the ticket goes to Updated.

• Ticket group assigned mail template: Select the mail template that should be used in case the ticket gets assigned to a group and members of that group want to receive email notifications.

• Ticket person assigned mail template: Select the mail template that should be used in case the ticket gets assigned to a person and that person wants to receive email notifications.

• Task group assigned mail template: Select the mail template that should be used in case the task gets assigned to a group and members of that group want to receive email notifications.

• Task person assigned mail template: Select the mail template that should be used in case the task gets assigned to a person and that person wants to receive email notifications.

• New 'Private' progress message mail template: Select the mail template that should be used in case a private message is added to a ticket and sent to the receiver of this message.

• New 'Public' progress message mail template: Select the mail template that should be used in case a public message is added to a ticket and sent to the receiver of this message

• New 'Question' progress message mail template: Select the mail template that should be used in case a question is added to a ticket and sent to the receiver of this message

• 'Planned delivery date changed' message mail template: Select the mail template that should be used in case the planned delivery date is changed and a message is sent. Please note that by setting a template here, the change of the planned delivery date can only be done in combination with a public message.

• Update message in task process: Select the process that should be executed in case a message gets added to a task. Please note that when a process is selected here, the task information field is no longer editable and only messages can be submitted to be added to the task information field.

• Hide activities view: Option to disable the view "activities" within ticketing. Activities view shows workflow steps assigned to the logged in person.

• Hide 'New' button: This option allows you to disable the creation of a new ticket manually.

• Show solution field: The solution field is hidden on the ticket detail page while being empty. When unchecked, the solution field is always visible.

• Only visible attachments allowed to be linked to solution: On the ticket closure page, agents can link attachments to the solution. When this option is set to Yes, only attachments visible to the end user can be selected. When set to No, all attachments are available to be linked.

• Prevent ticket closure when there are open tasks: When enabled, a ticket can only be closed when there are no open tasks remaining. When disabled, open tasks get linked to a closed ticket. Tasks remain open in that case.

• When adding a new action (public/question) send message to: This functonality is no longer used, as agents can manually select the receiver of the message

• External process requestor: Set the default person that should be linked to a ticket in case it was created by an external source like email.

• External process requested for: Set the default person that should be linked to a ticket as requested for in case it was created by an external source like email.

• Deadline date is required for a task: This option makes the field deadline mandatory within tasks

• Sync external app fields: Use this button to synchronize ticketing fields within the external app module. This should be done after upgrading to a new version of SSP.