msgid "" msgstr "" "Project-Id-Version: Croatian (Manual - OTOBO Administration)\n" "Report-Msgid-Bugs-To: \n" "POT-Creation-Date: 2026-08-30 18:05+0000\n" "PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n" "Last-Translator: FULL NAME \n" "Language-Team: Croatian \n" "Language: hr\n" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" "Plural-Forms: nplurals=3; plural=n%10==1 && n%100!=11 ? 0 : n%10>=2 && " "n%10<=4 && (n%100<10 || n%100>=20) ? 1 : 2;\n" "X-Generator: Weblate 5.16\n" #: ../content/administration-area.rst:9 #: ../content/administration-area/administration.rst:9 #: ../content/administration-area/communication-notifications.rst:13 #: ../content/administration-area/processes-automation.rst:13 #: ../content/administration-area/ticket-settings.rst:28 #: ../content/administration-area/users-groups-roles.rst:9 #: ../content/index.rst:12 #, check-glossary, rst-text msgid "Contents" msgstr "" #: ../content/administration-area.rst:2 #, check-glossary, rst-text msgid "Administration Area" msgstr "" #: ../content/administration-area.rst:4 #: ../content/administration-area/administration.rst:4 #, check-glossary, rst-text msgid "" "Any system requires configuration. Configuring a system should be an easy " "task and the tools for configuration fit-for-purpose." msgstr "" #: ../content/administration-area.rst:7 #: ../content/administration-area/administration.rst:7 #, check-glossary, rst-text msgid "" "OTOBO offers several administration tools to configure, monitor, control and " "extend OTOBO." msgstr "" #: ../content/administration-area/administration.rst:2 #, check-glossary, rst-text msgid "Administration" msgstr "" #: ../content/administration-area/administration/calendars.rst:2 #, check-glossary, rst-text msgid "Calendars" msgstr "" #: ../content/administration-area/administration/calendars.rst:4 #, check-glossary, rst-text msgid "" "When working with customers, resource planning and scheduling can be a " "complex task. Appointments enable you to meet your customers where and " "whenever needed." msgstr "" #: ../content/administration-area/administration/calendars.rst:7 #, check-glossary, rst-text msgid "" "OTOBO supports this requirement with calendars. Calendars allow management " "of appointments and resources inside the ticket system. You can connect your " "tickets to scheduled tasks and make them available to all users to see. This " "feature adds transparency to show your teams workload and prevent users from " "promising resources which are not available." msgstr "" #: ../content/administration-area/administration/calendars.rst:12 #, check-glossary, rst-text msgid "" "Use this screen to manage calendars in the system. A fresh OTOBO " "installation contains no calendars by default. The calendar management " "screen is available in the *Calendars* module of the *Administration* group." msgstr "" #: ../content/administration-area/administration/calendars.rst:19 #, check-glossary, rst-text msgid "Calendar Management Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:23 #, check-glossary, rst-text msgid "Manage Calendars" msgstr "" #: ../content/administration-area/administration/calendars.rst:25 #, check-glossary, rst-text msgid "To add a new calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:27 #, check-glossary, rst-text msgid "Click on the *Add Calendar* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/calendars.rst:28 #: ../content/administration-area/administration/faq-category.rst:20 #: ../content/administration-area/administration/system-maintenance.rst:26 #: ../content/administration-area/communication-notifications/email-addresses.rst:41 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:29 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:43 #: ../content/administration-area/processes-automation/access-control-lists.rst:35 #: ../content/administration-area/processes-automation/dynamicfields.rst:26 #: ../content/administration-area/processes-automation/dynamicfields.rst:201 #: ../content/administration-area/processes-automation/generic-agent.rst:37 #: ../content/administration-area/processes-automation/process-management.rst:24 #: ../content/administration-area/ticket-settings/attachments.rst:25 #: ../content/administration-area/ticket-settings/auto-responses.rst:32 #: ../content/administration-area/ticket-settings/priorities.rst:41 #: ../content/administration-area/ticket-settings/queues.rst:27 #: ../content/administration-area/ticket-settings/salutations.rst:28 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:38 #: ../content/administration-area/ticket-settings/services.rst:32 #: ../content/administration-area/ticket-settings/signatures.rst:28 #: ../content/administration-area/ticket-settings/states.rst:67 #: ../content/administration-area/ticket-settings/templates.rst:29 #: ../content/administration-area/ticket-settings/types.rst:37 #: ../content/administration-area/users-groups-roles/agents.rst:40 #: ../content/administration-area/users-groups-roles/customer-users.rst:36 #: ../content/administration-area/users-groups-roles/customers.rst:25 #: ../content/administration-area/users-groups-roles/groups.rst:20 #: ../content/administration-area/users-groups-roles/roles.rst:20 #, check-glossary, rst-text msgid "Fill in the required fields." msgstr "" #: ../content/administration-area/administration/calendars.rst:29 #: ../content/administration-area/administration/system-maintenance.rst:27 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:34 #: ../content/administration-area/communication-notifications/email-addresses.rst:42 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:30 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:44 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:26 #: ../content/administration-area/processes-automation/access-control-lists.rst:36 #: ../content/administration-area/processes-automation/dynamicfields.rst:27 #: ../content/administration-area/processes-automation/dynamicfields.rst:202 #: ../content/administration-area/processes-automation/generic-agent.rst:38 #: ../content/administration-area/processes-automation/process-management.rst:25 #: ../content/administration-area/processes-automation/web-services.rst:40 #: ../content/administration-area/ticket-settings/attachments.rst:26 #: ../content/administration-area/ticket-settings/auto-responses.rst:33 #: ../content/administration-area/ticket-settings/priorities.rst:42 #: ../content/administration-area/ticket-settings/queues.rst:28 #: ../content/administration-area/ticket-settings/salutations.rst:29 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:39 #: ../content/administration-area/ticket-settings/services.rst:33 #: ../content/administration-area/ticket-settings/signatures.rst:29 #: ../content/administration-area/ticket-settings/states.rst:68 #: ../content/administration-area/ticket-settings/templates.rst:30 #: ../content/administration-area/ticket-settings/types.rst:38 #: ../content/administration-area/users-groups-roles/agents.rst:41 #: ../content/administration-area/users-groups-roles/customer-users.rst:37 #: ../content/administration-area/users-groups-roles/customers.rst:26 #: ../content/administration-area/users-groups-roles/groups.rst:21 #: ../content/administration-area/users-groups-roles/roles.rst:21 #, check-glossary, rst-text msgid "Click on the *Save* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:34 #, check-glossary, rst-text msgid "Add New Calendar Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:38 #, check-glossary, rst-text msgid "" "Calendars can not be deleted from the system. They can only be deactivated " "by setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/administration/calendars.rst:41 #, check-glossary, rst-text msgid "To edit a calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:43 #, check-glossary, rst-text msgid "Click on a calendar in the list of calendars." msgstr "" #: ../content/administration-area/administration/calendars.rst:44 #: ../content/administration-area/administration/faq-category.rst:31 #: ../content/administration-area/administration/system-maintenance.rst:37 #: ../content/administration-area/communication-notifications/email-addresses.rst:69 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:36 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:54 #: ../content/administration-area/processes-automation/dynamicfields.rst:37 #: ../content/administration-area/processes-automation/dynamicfields.rst:212 #: ../content/administration-area/processes-automation/generic-agent.rst:48 #: ../content/administration-area/processes-automation/web-services.rst:50 #: ../content/administration-area/ticket-settings/attachments.rst:36 #: ../content/administration-area/ticket-settings/auto-responses.rst:48 #: ../content/administration-area/ticket-settings/priorities.rst:61 #: ../content/administration-area/ticket-settings/queues.rst:43 #: ../content/administration-area/ticket-settings/salutations.rst:44 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:54 #: ../content/administration-area/ticket-settings/services.rst:48 #: ../content/administration-area/ticket-settings/signatures.rst:44 #: ../content/administration-area/ticket-settings/states.rst:83 #: ../content/administration-area/ticket-settings/templates.rst:40 #: ../content/administration-area/ticket-settings/types.rst:53 #: ../content/administration-area/users-groups-roles/agents.rst:56 #: ../content/administration-area/users-groups-roles/customer-users.rst:52 #: ../content/administration-area/users-groups-roles/customers.rst:41 #: ../content/administration-area/users-groups-roles/groups.rst:36 #: ../content/administration-area/users-groups-roles/roles.rst:36 #, check-glossary, rst-text msgid "Modify the fields." msgstr "" #: ../content/administration-area/administration/calendars.rst:45 #: ../content/administration-area/administration/system-maintenance.rst:38 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:40 #: ../content/administration-area/communication-notifications/email-addresses.rst:70 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:37 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:55 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:32 #: ../content/administration-area/processes-automation/access-control-lists.rst:48 #: ../content/administration-area/processes-automation/dynamicfields.rst:38 #: ../content/administration-area/processes-automation/dynamicfields.rst:213 #: ../content/administration-area/processes-automation/generic-agent.rst:49 #: ../content/administration-area/processes-automation/process-management.rst:39 #: ../content/administration-area/processes-automation/web-services.rst:51 #: ../content/administration-area/ticket-settings/attachments.rst:37 #: ../content/administration-area/ticket-settings/auto-responses.rst:49 #: ../content/administration-area/ticket-settings/priorities.rst:62 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:25 #: ../content/administration-area/ticket-settings/queues.rst:44 #: ../content/administration-area/ticket-settings/salutations.rst:45 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:55 #: ../content/administration-area/ticket-settings/services.rst:49 #: ../content/administration-area/ticket-settings/signatures.rst:45 #: ../content/administration-area/ticket-settings/states.rst:84 #: ../content/administration-area/ticket-settings/templates-attachments.rst:27 #: ../content/administration-area/ticket-settings/templates-attachments.rst:38 #: ../content/administration-area/ticket-settings/templates-queues.rst:25 #: ../content/administration-area/ticket-settings/templates-queues.rst:36 #: ../content/administration-area/ticket-settings/templates.rst:41 #: ../content/administration-area/ticket-settings/types.rst:54 #: ../content/administration-area/users-groups-roles/agents-groups.rst:27 #: ../content/administration-area/users-groups-roles/agents-groups.rst:38 #: ../content/administration-area/users-groups-roles/agents-roles.rst:28 #: ../content/administration-area/users-groups-roles/agents-roles.rst:39 #: ../content/administration-area/users-groups-roles/agents.rst:57 #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:32 #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:43 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:51 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:62 #: ../content/administration-area/users-groups-roles/customer-users-services.rst:21 #: ../content/administration-area/users-groups-roles/customer-users-services.rst:32 #: ../content/administration-area/users-groups-roles/customer-users-services.rst:66 #: ../content/administration-area/users-groups-roles/customer-users.rst:53 #: ../content/administration-area/users-groups-roles/customers-groups.rst:59 #: ../content/administration-area/users-groups-roles/customers-groups.rst:70 #: ../content/administration-area/users-groups-roles/customers.rst:42 #: ../content/administration-area/users-groups-roles/groups.rst:37 #: ../content/administration-area/users-groups-roles/roles-groups.rst:21 #: ../content/administration-area/users-groups-roles/roles-groups.rst:32 #: ../content/administration-area/users-groups-roles/roles.rst:37 #, check-glossary, rst-text msgid "Click on the *Save* or *Save and finish* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:50 #, check-glossary, rst-text msgid "Edit Calendar Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:52 #, check-glossary, rst-text msgid "To export a calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:54 #, check-glossary, rst-text msgid "Click on the export icon in the list of calendars." msgstr "" #: ../content/administration-area/administration/calendars.rst:55 #, check-glossary, rst-text msgid "" "Choose a location in your computer to save the " "``Export_Calendar_CalendarName.yml`` file." msgstr "" #: ../content/administration-area/administration/calendars.rst:57 #, check-glossary, rst-text msgid "To import calendars:" msgstr "" #: ../content/administration-area/administration/calendars.rst:59 #: ../content/administration-area/administration/package-manager.rst:62 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:59 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:55 #: ../content/administration-area/processes-automation/access-control-lists.rst:87 #, check-glossary, rst-text msgid "Click on the *Browse…* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/calendars.rst:60 #: ../content/administration-area/administration/system-configuration.rst:192 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:60 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:56 #: ../content/administration-area/processes-automation/access-control-lists.rst:88 #: ../content/administration-area/processes-automation/process-management.rst:99 #: ../content/administration-area/processes-automation/web-services.rst:115 #, check-glossary, rst-text msgid "Select a previously exported ``.yml`` file." msgstr "" #: ../content/administration-area/administration/calendars.rst:61 #, check-glossary, rst-text msgid "" "Click on the *Overwrite existing entities* checkbox, if you would like to " "overwrite the existing calendars." msgstr "" #: ../content/administration-area/administration/calendars.rst:62 #, check-glossary, rst-text msgid "Click on the *Import Calendar* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:66 #, check-glossary, rst-text msgid "" "If several calendars are added to the system, use the filter box to find a " "particular calendar by just typing the name to filter." msgstr "" #: ../content/administration-area/administration/calendars.rst:70 #, check-glossary, rst-text msgid "Calendar Settings" msgstr "" #: ../content/administration-area/administration/calendars.rst:72 #: ../content/administration-area/administration/faq-category.rst:53 #: ../content/administration-area/administration/sql-box.rst:51 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:68 #: ../content/administration-area/communication-notifications/email-addresses.rst:85 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:57 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:80 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:64 #: ../content/administration-area/processes-automation/access-control-lists.rst:107 #: ../content/administration-area/processes-automation/dynamicfields.rst:63 #: ../content/administration-area/processes-automation/generic-agent.rst:74 #: ../content/administration-area/processes-automation/web-services.rst:123 #: ../content/administration-area/ticket-settings/attachments.rst:62 #: ../content/administration-area/ticket-settings/auto-responses.rst:64 #: ../content/administration-area/ticket-settings/priorities.rst:100 #: ../content/administration-area/ticket-settings/queues.rst:82 #: ../content/administration-area/ticket-settings/salutations.rst:64 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:70 #: ../content/administration-area/ticket-settings/services.rst:70 #: ../content/administration-area/ticket-settings/signatures.rst:64 #: ../content/administration-area/ticket-settings/states.rst:122 #: ../content/administration-area/ticket-settings/templates.rst:66 #: ../content/administration-area/ticket-settings/types.rst:69 #: ../content/administration-area/users-groups-roles/agents.rst:90 #: ../content/administration-area/users-groups-roles/customer-users.rst:87 #: ../content/administration-area/users-groups-roles/customers.rst:63 #: ../content/administration-area/users-groups-roles/groups.rst:52 #: ../content/administration-area/users-groups-roles/roles.rst:52 #, check-glossary, rst-text msgid "" "The following settings are available when adding or editing this resource. " "The fields marked with an asterisk are mandatory." msgstr "" #: ../content/administration-area/administration/calendars.rst:77 #, check-glossary, rst-text msgid "General Calendar Settings" msgstr "" #: ../content/administration-area/administration/calendars.rst:82 #, check-glossary, rst-text msgid "Calendar name \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:80 #: ../content/administration-area/administration/faq-category.rst:57 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:85 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:75 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:81 #: ../content/administration-area/processes-automation/access-control-lists.rst:111 #: ../content/administration-area/processes-automation/generic-agent.rst:87 #: ../content/administration-area/processes-automation/web-services.rst:136 #: ../content/administration-area/ticket-settings/attachments.rst:66 #: ../content/administration-area/ticket-settings/auto-responses.rst:68 #: ../content/administration-area/ticket-settings/priorities.rst:104 #: ../content/administration-area/ticket-settings/queues.rst:86 #: ../content/administration-area/ticket-settings/salutations.rst:68 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:74 #: ../content/administration-area/ticket-settings/services.rst:74 #: ../content/administration-area/ticket-settings/signatures.rst:68 #: ../content/administration-area/ticket-settings/states.rst:126 #: ../content/administration-area/ticket-settings/templates.rst:95 #: ../content/administration-area/ticket-settings/types.rst:73 #: ../content/administration-area/users-groups-roles/groups.rst:56 #: ../content/administration-area/users-groups-roles/roles.rst:56 #, check-glossary, rst-text msgid "" "The name of this resource. Any type of characters can be entered to this " "field including uppercase letters and spaces. The name will be displayed in " "the overview table." msgstr "" #: ../content/administration-area/administration/calendars.rst:88 #, check-glossary, rst-text msgid "Color \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:85 #, check-glossary, rst-text msgid "" "The calendar color that will be displayed in the calendar overview screens." msgstr "" #: ../content/administration-area/administration/calendars.rst:87 #, check-glossary, rst-text msgid "" "To change the calendar color, just select a new color from the color " "palette. You can chose from the pre-selected colors or define other colors " "by choosing it from the color selector or typing the hexadecimal value." msgstr "" #: ../content/administration-area/administration/calendars.rst:98 #, check-glossary, rst-text msgid "Permission group \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:91 #, check-glossary, rst-text msgid "" "Select which :doc:`../users-groups-roles/groups` can access the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:93 #, check-glossary, rst-text msgid "" "Depending on the group field, the system will allow users the access to the " "calendar according to their permission level." msgstr "" #: ../content/administration-area/administration/calendars.rst:95 #, check-glossary, rst-text msgid "Read only: users can see and export all appointments in the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:96 #, check-glossary, rst-text msgid "" "Move into: users can modify appointments in the calendar, but without " "changing the calendar selection." msgstr "" #: ../content/administration-area/administration/calendars.rst:97 #, check-glossary, rst-text msgid "Create: users can create and delete appointments in the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:98 #, check-glossary, rst-text msgid "Read/write: users can manage the calendar itself." msgstr "" #: ../content/administration-area/administration/calendars.rst:103 #: ../content/administration-area/administration/system-maintenance.rst:100 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:120 #: ../content/administration-area/communication-notifications/email-addresses.rst:115 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:135 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:116 #: ../content/administration-area/processes-automation/access-control-lists.rst:129 #: ../content/administration-area/processes-automation/dynamicfields.rst:95 #: ../content/administration-area/ticket-settings/attachments.rst:77 #: ../content/administration-area/ticket-settings/auto-responses.rst:109 #: ../content/administration-area/ticket-settings/priorities.rst:109 #: ../content/administration-area/ticket-settings/queues.rst:178 #: ../content/administration-area/ticket-settings/salutations.rst:77 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:113 #: ../content/administration-area/ticket-settings/services.rst:84 #: ../content/administration-area/ticket-settings/signatures.rst:77 #: ../content/administration-area/ticket-settings/states.rst:149 #: ../content/administration-area/ticket-settings/templates.rst:108 #: ../content/administration-area/ticket-settings/types.rst:78 #: ../content/administration-area/users-groups-roles/agents.rst:133 #: ../content/administration-area/users-groups-roles/groups.rst:74 #: ../content/administration-area/users-groups-roles/roles.rst:63 #, check-glossary, rst-text msgid "Validity \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:101 #: ../content/administration-area/administration/faq-category.rst:69 #: ../content/administration-area/administration/system-maintenance.rst:99 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:118 #: ../content/administration-area/communication-notifications/email-addresses.rst:110 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:134 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:114 #: ../content/administration-area/processes-automation/access-control-lists.rst:127 #: ../content/administration-area/processes-automation/dynamicfields.rst:94 #: ../content/administration-area/ticket-settings/attachments.rst:76 #: ../content/administration-area/ticket-settings/auto-responses.rst:108 #: ../content/administration-area/ticket-settings/priorities.rst:109 #: ../content/administration-area/ticket-settings/queues.rst:177 #: ../content/administration-area/ticket-settings/salutations.rst:76 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:112 #: ../content/administration-area/ticket-settings/services.rst:83 #: ../content/administration-area/ticket-settings/signatures.rst:76 #: ../content/administration-area/ticket-settings/states.rst:148 #: ../content/administration-area/ticket-settings/templates.rst:107 #: ../content/administration-area/ticket-settings/types.rst:78 #: ../content/administration-area/users-groups-roles/agents.rst:131 #: ../content/administration-area/users-groups-roles/customer-users.rst:144 #: ../content/administration-area/users-groups-roles/customers.rst:97 #: ../content/administration-area/users-groups-roles/groups.rst:67 #: ../content/administration-area/users-groups-roles/roles.rst:61 #, check-glossary, rst-text msgid "" "Set the validity of this resource. Each resource can be used in OTOBO only, " "if this field is set to *valid*. Setting this field to *invalid* or *invalid-" "temporarily* will disable the use of the resource." msgstr "" #: ../content/administration-area/administration/calendars.rst:106 #, check-glossary, rst-text msgid "Calendar Ticket Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:108 #, check-glossary, rst-text msgid "" "Define rules for creating automatic appointments in this calendar based on " "ticket data. To add a new rule, click on the *Add Rule* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:114 #, check-glossary, rst-text msgid "Calendar Settings - Ticket Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:117 #: ../content/administration-area/administration/system-maintenance.rst:64 #, check-glossary, rst-text msgid "Start date" msgstr "" #: ../content/administration-area/administration/calendars.rst:117 #, check-glossary, rst-text msgid "Select a start date for the ticket appointment." msgstr "" #: ../content/administration-area/administration/calendars.rst:120 #, check-glossary, rst-text msgid "End date" msgstr "" #: ../content/administration-area/administration/calendars.rst:120 #, check-glossary, rst-text msgid "Select the end date for the ticket appointment." msgstr "" #: ../content/administration-area/administration/calendars.rst:123 #, check-glossary, rst-text msgid "Queues \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:123 #, check-glossary, rst-text msgid "" "Select one or more queues to narrow down for which tickets appointments will " "be automatically created." msgstr "" #: ../content/administration-area/administration/calendars.rst:127 #, check-glossary, rst-text msgid "Search attributes" msgstr "" #: ../content/administration-area/administration/calendars.rst:126 #, check-glossary, rst-text msgid "" "Additional search attributes can be added for further filtering by selecting " "an attribute and clicking on the ⊞ button." msgstr "" #: ../content/administration-area/administration/calendars.rst:130 #, check-glossary, rst-text msgid "Import Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:132 #, check-glossary, rst-text msgid "" "If at least one calendar have been added to the system, it is possible to " "import some appointments into the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:134 #, check-glossary, rst-text msgid "To import some appointments:" msgstr "" #: ../content/administration-area/administration/calendars.rst:136 #, check-glossary, rst-text msgid "Click on the *Import Appointments* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/calendars.rst:137 #, check-glossary, rst-text msgid "Upload an iCal file and select a calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:138 #, check-glossary, rst-text msgid "Click on the *Import appointments* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:143 #, check-glossary, rst-text msgid "Import Appointments Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:146 #, check-glossary, rst-text msgid "Upload \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:146 #, check-glossary, rst-text msgid "" "Click on the *Browse…* button, and select a valid iCal (``.ics``) file to " "upload." msgstr "" #: ../content/administration-area/administration/calendars.rst:153 #, check-glossary, rst-text msgid "Calendar \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:149 #, check-glossary, rst-text msgid "Select an available calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:153 #, check-glossary, rst-text msgid "" "If desired calendar is not listed here, please make sure that you have at " "least *create* permissions." msgstr "" #: ../content/administration-area/administration/calendars.rst:155 #, check-glossary, rst-text msgid "Update existing appointments?" msgstr "" #: ../content/administration-area/administration/calendars.rst:156 #, check-glossary, rst-text msgid "" "If checked, all existing appointments in the calendar with same ``UniqueID`` " "will be overwritten." msgstr "" #: ../content/administration-area/administration/faq-category.rst:2 #, check-glossary, rst-text msgid "FAQ Category" msgstr "" #: ../content/administration-area/administration/faq-category.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to manage categories available in FAQ articles. The FAQ " "package can be installed from the OTOBO addons repository with the " ":doc:`package-manager`. A fresh OTOBO installation already contains a " "category by default. The category management screen is available in the *FAQ " "Category* module of the *Administration* group." msgstr "" #: ../content/administration-area/administration/faq-category.rst:11 #, check-glossary, rst-text msgid "FAQ Category Management Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:15 #, check-glossary, rst-text msgid "Manage FAQ Categories" msgstr "" #: ../content/administration-area/administration/faq-category.rst:17 #, check-glossary, rst-text msgid "To add a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:19 #, check-glossary, rst-text msgid "Click on the *Add category* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/faq-category.rst:21 #: ../content/administration-area/administration/faq-category.rst:32 #: ../content/administration-area/administration/faq-language.rst:21 #: ../content/administration-area/administration/faq-language.rst:32 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:55 #, check-glossary, rst-text msgid "Click on the *Submit* button." msgstr "" #: ../content/administration-area/administration/faq-category.rst:26 #, check-glossary, rst-text msgid "Add Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:28 #, check-glossary, rst-text msgid "To edit a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:30 #, check-glossary, rst-text msgid "Click on a category in the list of categories." msgstr "" #: ../content/administration-area/administration/faq-category.rst:37 #, check-glossary, rst-text msgid "Edit Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:39 #, check-glossary, rst-text msgid "To delete a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:41 #, check-glossary, rst-text msgid "Click on the trash icon in the list of categories." msgstr "" #: ../content/administration-area/administration/faq-category.rst:42 #: ../content/administration-area/administration/faq-language.rst:42 #, check-glossary, rst-text msgid "Click on the *Yes* button in the confirmation dialog." msgstr "" #: ../content/administration-area/administration/faq-category.rst:47 #, check-glossary, rst-text msgid "Delete Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:51 #, check-glossary, rst-text msgid "FAQ Category Settings" msgstr "" #: ../content/administration-area/administration/faq-category.rst:59 #: ../content/administration-area/administration/faq-language.rst:56 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:87 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:84 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:83 #: ../content/administration-area/processes-automation/access-control-lists.rst:113 #: ../content/administration-area/processes-automation/dynamicfields.rst:80 #: ../content/administration-area/processes-automation/web-services.rst:138 #: ../content/administration-area/ticket-settings/attachments.rst:68 #: ../content/administration-area/ticket-settings/auto-responses.rst:70 #: ../content/administration-area/ticket-settings/priorities.rst:106 #: ../content/administration-area/ticket-settings/queues.rst:88 #: ../content/administration-area/ticket-settings/salutations.rst:70 #: ../content/administration-area/ticket-settings/signatures.rst:70 #: ../content/administration-area/ticket-settings/states.rst:128 #: ../content/administration-area/ticket-settings/templates.rst:97 #: ../content/administration-area/ticket-settings/types.rst:75 #: ../content/administration-area/users-groups-roles/groups.rst:64 #: ../content/administration-area/users-groups-roles/roles.rst:58 #, check-glossary, rst-text msgid "Name \\*" msgstr "" #: ../content/administration-area/administration/faq-category.rst:63 #, check-glossary, rst-text msgid "Subcategory of" msgstr "" #: ../content/administration-area/administration/faq-category.rst:62 #, check-glossary, rst-text msgid "" "It is possible to add the new category under an existing one as sub-" "category. This will be displayed as *Parent Category::Child Category*." msgstr "" #: ../content/administration-area/administration/faq-category.rst:66 #, check-glossary, rst-text msgid "Permission \\*" msgstr "" #: ../content/administration-area/administration/faq-category.rst:66 #, check-glossary, rst-text msgid "Agent groups that can access articles in this category." msgstr "" #: ../content/administration-area/administration/faq-category.rst:70 #: ../content/administration-area/processes-automation/generic-agent.rst:94 #: ../content/administration-area/processes-automation/web-services.rst:160 #, check-glossary, rst-text msgid "Validity" msgstr "" #: ../content/administration-area/administration/faq-category.rst:73 #: ../content/administration-area/administration/system-maintenance.rst:72 #, check-glossary, rst-text msgid "Comment \\*" msgstr "" #: ../content/administration-area/administration/faq-category.rst:73 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:90 #: ../content/administration-area/communication-notifications/email-addresses.rst:118 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:138 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:86 #: ../content/administration-area/processes-automation/access-control-lists.rst:116 #: ../content/administration-area/ticket-settings/attachments.rst:80 #: ../content/administration-area/ticket-settings/auto-responses.rst:112 #: ../content/administration-area/ticket-settings/queues.rst:181 #: ../content/administration-area/ticket-settings/salutations.rst:80 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:116 #: ../content/administration-area/ticket-settings/services.rst:87 #: ../content/administration-area/ticket-settings/signatures.rst:80 #: ../content/administration-area/ticket-settings/states.rst:152 #: ../content/administration-area/ticket-settings/templates.rst:111 #: ../content/administration-area/users-groups-roles/customer-users.rst:139 #: ../content/administration-area/users-groups-roles/customers.rst:92 #: ../content/administration-area/users-groups-roles/groups.rst:77 #: ../content/administration-area/users-groups-roles/roles.rst:66 #, check-glossary, rst-text msgid "" "Add additional information to this resource. It is recommended to always " "fill this field as a description of the resource with a full sentence for " "better clarity, because the comment will be also displayed in the overview " "table." msgstr "" #: ../content/administration-area/administration/faq-language.rst:2 #, check-glossary, rst-text msgid "FAQ Language" msgstr "" #: ../content/administration-area/administration/faq-language.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to manage languages available in FAQ articles. A fresh OTOBO " "installation already contains some languages by default. The language " "management screen is available in the *FAQ Language* module of the " "*Administration* group." msgstr "" #: ../content/administration-area/administration/faq-language.rst:11 #, check-glossary, rst-text msgid "FAQ Language Management Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:15 #, check-glossary, rst-text msgid "Manage FAQ Languages" msgstr "" #: ../content/administration-area/administration/faq-language.rst:17 #, check-glossary, rst-text msgid "To add a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:19 #, check-glossary, rst-text msgid "Click on the *Add language* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/faq-language.rst:20 #, check-glossary, rst-text msgid "Fill in the required field." msgstr "" #: ../content/administration-area/administration/faq-language.rst:26 #, check-glossary, rst-text msgid "Add Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:28 #, check-glossary, rst-text msgid "To edit a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:30 #, check-glossary, rst-text msgid "Click on a language in the list of languages." msgstr "" #: ../content/administration-area/administration/faq-language.rst:31 #, check-glossary, rst-text msgid "Modify the field." msgstr "" #: ../content/administration-area/administration/faq-language.rst:37 #, check-glossary, rst-text msgid "Edit Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:39 #, check-glossary, rst-text msgid "To delete a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:41 #, check-glossary, rst-text msgid "Click on the trash icon in the list of languages." msgstr "" #: ../content/administration-area/administration/faq-language.rst:47 #, check-glossary, rst-text msgid "Delete Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:51 #, check-glossary, rst-text msgid "FAQ Language Settings" msgstr "" #: ../content/administration-area/administration/faq-language.rst:53 #, check-glossary, rst-text msgid "" "The following setting is available when adding or editing this resource. The " "fields marked with an asterisk are mandatory." msgstr "" #: ../content/administration-area/administration/faq-language.rst:57 #, check-glossary, rst-text msgid "" "The `ISO 639-1 code " "`__ of a language." msgstr "" #: ../content/administration-area/administration/import-export.rst:2 #, check-glossary, rst-text msgid "Import/Export" msgstr "" #: ../content/administration-area/administration/package-manager.rst:2 #, check-glossary, rst-text msgid "Package Manager" msgstr "" #: ../content/administration-area/administration/package-manager.rst:4 #, check-glossary, rst-text msgid "" "OTOBO is a modular system that can be extended by adding additional software " "packages to the framework. Administrators are provided with an easy way to " "see which features are installed in which version and for sure to add, " "update and remove packages. OTOBO uses a package manager to perform all " "package-related activities as mentioned above in the graphical interface." msgstr "" #: ../content/administration-area/administration/package-manager.rst:8 #, check-glossary, rst-text msgid "" "The package manager is listed in the *Package Manager* tile of the " "*Administration* group of the Admin Interface. Use this interface to " "install, remove and manage packages that extend the functionality of OTOBO." msgstr "" #: ../content/administration-area/administration/package-manager.rst:15 #, check-glossary, rst-text msgid "Package Manager Screen" msgstr "" #: ../content/administration-area/administration/package-manager.rst:19 #, check-glossary, rst-text msgid "" "You may view the package documentation of each package even prior to " "installation by clicking the PDF-symbol next to the package name." msgstr "" #: ../content/administration-area/administration/package-manager.rst:23 #, check-glossary, rst-text msgid "Install Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:25 #, check-glossary, rst-text msgid "" "You have two options to install new packages to your OTOBO, either from an " "online repository or by installation of a local package file. You should " "prefer package from an repository as it eases consuming of updates if " "available." msgstr "" #: ../content/administration-area/administration/package-manager.rst:30 #, check-glossary, rst-text msgid "" "The installation of packages not verified by Rother OSS is possible by " "default. We love open source. You can deactivate the installation of not-" "verified packages in the system configuration setting " "``Package::AllowNotVerifiedPackages``." msgstr "" #: ../content/administration-area/administration/package-manager.rst:36 #, check-glossary, rst-text msgid "Install from Repository" msgstr "" #: ../content/administration-area/administration/package-manager.rst:38 #, check-glossary, rst-text msgid "To install a package from an online repository, follow these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:40 #, check-glossary, rst-text msgid "" "Select an online repository from the drop-down in the left sidebar. The " "Rother OSS repository is configured by default." msgstr "" #: ../content/administration-area/administration/package-manager.rst:42 #, check-glossary, rst-text msgid "" "Click on the *Update repository information* button to refresh the available " "package list." msgstr "" #: ../content/administration-area/administration/package-manager.rst:43 #, check-glossary, rst-text msgid "" "Select a package from the *Online Repository* widget and click on the " "*Install* in the last column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:44 #: ../content/administration-area/administration/package-manager.rst:65 #: ../content/administration-area/administration/package-manager.rst:84 #, check-glossary, rst-text msgid "Follow the installation instructions." msgstr "" #: ../content/administration-area/administration/package-manager.rst:45 #: ../content/administration-area/administration/package-manager.rst:66 #, check-glossary, rst-text msgid "" "After installation, the package is displayed in the *Local Repository* " "widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:50 #, check-glossary, rst-text msgid "Online Repository Widget" msgstr "" #: ../content/administration-area/administration/package-manager.rst:54 #, check-glossary, rst-text msgid "" "The repository list can be changed in system configuration setting " "``Package::RepositoryList``." msgstr "" #: ../content/administration-area/administration/package-manager.rst:57 #, check-glossary, rst-text msgid "Install from File" msgstr "" #: ../content/administration-area/administration/package-manager.rst:59 #, check-glossary, rst-text msgid "" "Sideloading packages is also posible. To install a package from file follow " "these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:63 #, check-glossary, rst-text msgid "Select an ``.opm`` file from your local file system." msgstr "" #: ../content/administration-area/administration/package-manager.rst:64 #, check-glossary, rst-text msgid "Click on the *Install Package* button." msgstr "" #: ../content/administration-area/administration/package-manager.rst:71 #: ../content/administration-area/administration/package-manager.rst:132 #, check-glossary, rst-text msgid "Local Repository Widget" msgstr "" #: ../content/administration-area/administration/package-manager.rst:75 #, check-glossary, rst-text msgid "Reinstall Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:77 #, check-glossary, rst-text msgid "" "If at least one of the package files are modified locally, the package " "manager marks the package as broken. You may overwrite these modifications " "by a reinstall." msgstr "" #: ../content/administration-area/administration/package-manager.rst:80 #, check-glossary, rst-text msgid "To reinstall a package:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:82 #, check-glossary, rst-text msgid "" "Select the package from the *Local Repository* widget that are marked for " "reinstall." msgstr "" #: ../content/administration-area/administration/package-manager.rst:83 #, check-glossary, rst-text msgid "Click on the *Reinstall* link in the *Action* column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:88 #, check-glossary, rst-text msgid "Update Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:90 #, check-glossary, rst-text msgid "" "Using the online repository to install packages, provides you a hint, if an " "update to the package is available in the *Action* column. To update a " "package from online repository follow these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:93 #, check-glossary, rst-text msgid "" "Check the available packages in the *Online Repository* widget for *Update* " "in the *Action* column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:94 #, check-glossary, rst-text msgid "Click on the *Update* link." msgstr "" #: ../content/administration-area/administration/package-manager.rst:95 #: ../content/administration-area/administration/package-manager.rst:102 #, check-glossary, rst-text msgid "Follow the update instructions." msgstr "" #: ../content/administration-area/administration/package-manager.rst:96 #: ../content/administration-area/administration/package-manager.rst:103 #, check-glossary, rst-text msgid "" "After updating, the package is displayed in the *Local Repository* widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:99 #, check-glossary, rst-text msgid "To update all packages:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:101 #, check-glossary, rst-text msgid "" "Click on the *Update all installed packages* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/package-manager.rst:105 #, check-glossary, rst-text msgid "" "This feature reads the information of all defined package repositories and " "determines whether a new version for every installed package exsits in the " "repository. It calculates the correct order to update the packages " "respecting all other package dependencies, even if new versions of existing " "packages require new packages not yet installed in the system." msgstr "" #: ../content/administration-area/administration/package-manager.rst:111 #, check-glossary, rst-text msgid "" "To update a package that was installed from a file, simply install the newer " "version as explained above. However, they may not be updated by the button " "in the sidebar." msgstr "" #: ../content/administration-area/administration/package-manager.rst:116 #, check-glossary, rst-text msgid "Remove Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:120 #, check-glossary, rst-text msgid "" "If you remove a package you also delete all data managed by that package." msgstr "" #: ../content/administration-area/administration/package-manager.rst:122 #, check-glossary, rst-text msgid "" "If a certain package is no longer required, you may remove it. To uninstall " "a package follow these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:125 #, check-glossary, rst-text msgid "Select the package from the *Local Repository* widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:126 #, check-glossary, rst-text msgid "Click on the *Uninstall* link in the *Action* column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:127 #, check-glossary, rst-text msgid "Follow the uninstall instructions." msgstr "" #: ../content/administration-area/administration/performance-log.rst:2 #, check-glossary, rst-text msgid "Performance Log" msgstr "" #: ../content/administration-area/administration/performance-log.rst:4 #, check-glossary, rst-text msgid "" "Performance is always a crucial topic for web-based applications. " "Administrators need to have the possibility to see which activities use " "which time to execute over time to identify potential increases over time " "and take proper measures." msgstr "" #: ../content/administration-area/administration/performance-log.rst:7 #, check-glossary, rst-text msgid "" "OTOBO supports this requirement with the performance log. The performance " "log can, when it is activated, log activities and display various activity " "types and their min/max/average response time and a number of requests for " "different time frames." msgstr "" #: ../content/administration-area/administration/performance-log.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to view the performance log of OTOBO. The log overview " "screen is available in the *Performance Log* module of the *Administration* " "group." msgstr "" #: ../content/administration-area/administration/performance-log.rst:15 #, check-glossary, rst-text msgid "" "To be able to see performance log in OTOBO, you have to enable its setting " "first." msgstr "" #: ../content/administration-area/administration/performance-log.rst:0 #: ../content/administration-area/administration/performance-log.rst:20 #, check-glossary, rst-text msgid "Enable Performance Log Support" msgstr "" #: ../content/administration-area/administration/performance-log.rst:22 #, check-glossary, rst-text msgid "" "If the performance log is enabled, OTOBO collects all the information about " "requests and responses in an overview table." msgstr "" #: ../content/administration-area/administration/performance-log.rst:27 #, check-glossary, rst-text msgid "Performance Log Screen" msgstr "" #: ../content/administration-area/administration/performance-log.rst:29 #, check-glossary, rst-text msgid "Clicking on an entry will show the details." msgstr "" #: ../content/administration-area/administration/performance-log.rst:34 #, check-glossary, rst-text msgid "Performance Log Details Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:2 #, check-glossary, rst-text msgid "Session Management" msgstr "" #: ../content/administration-area/administration/session-management.rst:4 #, check-glossary, rst-text msgid "" "Administrators of web-based applications need to have access to the " "information who's connected to the system and, if required, delete unwanted " "sessions." msgstr "" #: ../content/administration-area/administration/session-management.rst:6 #, check-glossary, rst-text msgid "" "OTOBO offers the session management to quickly get an overview of agent and " "customer sessions, unique agents and customers currently logged in and the " "ability to kill sessions with just a mouse click." msgstr "" #: ../content/administration-area/administration/session-management.rst:8 #, check-glossary, rst-text msgid "" "Use this screen to manage logged in user sessions in the system. The session " "management screen is available in the *Session Management* module of the " "*Administration* group." msgstr "" #: ../content/administration-area/administration/session-management.rst:14 #, check-glossary, rst-text msgid "Session Management Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:18 #: ../content/administration-area/administration/system-maintenance.rst:109 #, check-glossary, rst-text msgid "Manage Sessions" msgstr "" #: ../content/administration-area/administration/session-management.rst:20 #, check-glossary, rst-text msgid "To see a logged in user session:" msgstr "" #: ../content/administration-area/administration/session-management.rst:22 #: ../content/administration-area/administration/session-management.rst:33 #, check-glossary, rst-text msgid "Select a logged in user from the list of sessions." msgstr "" #: ../content/administration-area/administration/session-management.rst:23 #, check-glossary, rst-text msgid "Click on the token." msgstr "" #: ../content/administration-area/administration/session-management.rst:24 #, check-glossary, rst-text msgid "See the details." msgstr "" #: ../content/administration-area/administration/session-management.rst:29 #, check-glossary, rst-text msgid "Session Management Details Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:31 #, check-glossary, rst-text msgid "To kill a session:" msgstr "" #: ../content/administration-area/administration/session-management.rst:34 #, check-glossary, rst-text msgid "Click on the *Kill this session* link in the *Kill* column." msgstr "" #: ../content/administration-area/administration/session-management.rst:39 #, check-glossary, rst-text msgid "Session Kill Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:43 #, check-glossary, rst-text msgid "" "Clicking the *Kill this session* link removes the session immediately " "without confirmation. The unsaved work of the user will be lost!" msgstr "" #: ../content/administration-area/administration/session-management.rst:46 #, check-glossary, rst-text msgid "To kill all sessions:" msgstr "" #: ../content/administration-area/administration/session-management.rst:48 #, check-glossary, rst-text msgid "Click on the *Kill all sessions* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/session-management.rst:52 #, check-glossary, rst-text msgid "" "Clicking the *Kill all session* link removes all sessions immediately " "without confirmation. The unsaved work of the users will be lost!" msgstr "" #: ../content/administration-area/administration/session-management.rst:57 #, check-glossary, rst-text msgid "" "If several users are logged in to the system, use the filter box to find a " "particular session by just typing the name to filter." msgstr "" #: ../content/administration-area/administration/sql-box.rst:2 #, check-glossary, rst-text msgid "SQL Box" msgstr "" #: ../content/administration-area/administration/sql-box.rst:4 #, check-glossary, rst-text msgid "" "In a ticket system, it is usually possible to have statistics that show a " "summarized view of ticket information when needed. Sometimes, it is however " "required to access the database directly to have even more individual " "reports, allow external statistic tools to query information from the system " "or perform in-depth analysis of a ticket behavior." msgstr "" #: ../content/administration-area/administration/sql-box.rst:7 #, check-glossary, rst-text msgid "" "Direct access to the database requires access to the command line which an " "administrator may not have. In addition to username and password for the " "command line access, which is not given by all organizations, the username " "and password for the database are needed. These hurdles can prevent an " "administrator from using the database for more complex searches and " "operations." msgstr "" #: ../content/administration-area/administration/sql-box.rst:11 #, check-glossary, rst-text msgid "" "OTOBO offers application administrators the SQL Box in the GUI (graphical " "user interface). It allows read access to the database. All results can be " "seen in the GUI or exported to CSV/Excel files." msgstr "" #: ../content/administration-area/administration/sql-box.rst:14 #, check-glossary, rst-text msgid "" "Use this screen to query SQL statements in the system. The SQL box screen is " "available in the *SQL Box* module of the *Administration* group." msgstr "" #: ../content/administration-area/administration/sql-box.rst:20 #, check-glossary, rst-text msgid "SQL Box Screen" msgstr "" #: ../content/administration-area/administration/sql-box.rst:24 #, check-glossary, rst-text msgid "Query SQL statements" msgstr "" #: ../content/administration-area/administration/sql-box.rst:28 #, check-glossary, rst-text msgid "" "The SQL statements entered here are sent directly to the application " "database. By default, it is not possible to change the content of the " "tables, only ``SELECT`` queries are allowed." msgstr "" #: ../content/administration-area/administration/sql-box.rst:33 #, check-glossary, rst-text msgid "" "It is possible to modify the application database via SQL box. To do this, " "you have to enabled the system configuration setting " "``AdminSelectBox::AllowDatabaseModification``. Activate it to your own risk!" msgstr "" #: ../content/administration-area/administration/sql-box.rst:36 #, check-glossary, rst-text msgid "To execute an SQL statement:" msgstr "" #: ../content/administration-area/administration/sql-box.rst:38 #, check-glossary, rst-text msgid "Enter the SQL statement into the SQL box." msgstr "" #: ../content/administration-area/administration/sql-box.rst:39 #, check-glossary, rst-text msgid "Select the result format." msgstr "" #: ../content/administration-area/administration/sql-box.rst:40 #, check-glossary, rst-text msgid "Click on the *Run Query* button." msgstr "" #: ../content/administration-area/administration/sql-box.rst:45 #, check-glossary, rst-text msgid "SQL Box Widget" msgstr "" #: ../content/administration-area/administration/sql-box.rst:49 #, check-glossary, rst-text msgid "SQL Settings" msgstr "" #: ../content/administration-area/administration/sql-box.rst:55 #, check-glossary, rst-text msgid "SQL \\*" msgstr "" #: ../content/administration-area/administration/sql-box.rst:55 #, check-glossary, rst-text msgid "The SQL statement to be queried." msgstr "" #: ../content/administration-area/administration/sql-box.rst:64 #, check-glossary, rst-text msgid "Limit" msgstr "" #: ../content/administration-area/administration/sql-box.rst:58 #, check-glossary, rst-text msgid "" "Enter a number to limit the result to at most this number of rows. Leaving " "this field empty means there is no limit." msgstr "" #: ../content/administration-area/administration/sql-box.rst:63 #, check-glossary, rst-text msgid "" "Don't use ``LIMIT`` inside the SQL statement. Always use this field to limit " "the number of results." msgstr "" #: ../content/administration-area/administration/sql-box.rst:77 #, check-glossary, rst-text msgid "Result format" msgstr "" #: ../content/administration-area/administration/sql-box.rst:67 #, check-glossary, rst-text msgid "The format of the SQL statement result." msgstr "" #: ../content/administration-area/administration/sql-box.rst:70 #, check-glossary, rst-text msgid "HTML" msgstr "" #: ../content/administration-area/administration/sql-box.rst:70 #, check-glossary, rst-text msgid "The results are visible below the SQL box in a new widget." msgstr "" #: ../content/administration-area/administration/sql-box.rst:73 #, check-glossary, rst-text msgid "CSV" msgstr "" #: ../content/administration-area/administration/sql-box.rst:73 #, check-glossary, rst-text msgid "The results can be downloaded in comma separated plain text format." msgstr "" #: ../content/administration-area/administration/sql-box.rst:77 #, check-glossary, rst-text msgid "Excel" msgstr "" #: ../content/administration-area/administration/sql-box.rst:76 #, check-glossary, rst-text msgid "The results can be downloaded as Microsoft Excel spreadsheet." msgstr "" #: ../content/administration-area/administration/sql-box.rst:80 #, check-glossary, rst-text msgid "SQL Examples" msgstr "" #: ../content/administration-area/administration/sql-box.rst:82 #, check-glossary, rst-text msgid "To list some information about agents and output the results as HTML:" msgstr "" #: ../content/administration-area/administration/sql-box.rst:91 #, check-glossary, rst-text msgid "SQL Box Result" msgstr "" #: ../content/administration-area/administration/sql-box.rst:93 #, check-glossary, rst-text msgid "" "To list all tables, you need to leave empty the *Limit* field and run the " "following query:" msgstr "" #: ../content/administration-area/administration/sql-box.rst:99 #, check-glossary, rst-text msgid "" "To show the structure of the ``users`` table, you need to limit the results " "to 1 and run the following query (see the table header for the columns):" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:2 #, check-glossary, rst-text msgid "System Configuration" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:4 #, check-glossary, rst-text msgid "" "Modern systems have many ways to configure their behavior. Some use " "configuration files edited on the command line, and some use a graphical " "interface (and save the information to configuration files in the background)" ", yet others use a database. Maintaining changes and auditing can sometimes " "be an issue, as it's not always clear who made a change. Making bulk changes " "is not always possible, and rolling back changes a chore." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:9 #, check-glossary, rst-text msgid "" "OTOBO uses a comfortable graphical interface to configure the system. All " "changes to the default system configuration are stored in the database and " "can be audited (who changed a setting and when, what was the old and what is " "the new value) and rolled back to a previous state in case of " "misconfiguration." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:12 #, check-glossary, rst-text msgid "" "Comfortable search allows finding the needed settings quickly and easily." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:16 #, check-glossary, rst-text msgid "" "By using the `System Configuration History` package, you can easily roll " "back changes made by users. Contact sales@otobo.de to add this feature to " "your system. In one of the next OTOBO releases this feature is included in " "the standard framework." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:20 #, check-glossary, rst-text msgid "" "Use this screen to manage the system configuration settings. OTOBO brings " "about 2200 configuration settings. The system configuration management " "screen is available in the *System Configuration* module of the " "*Administration* group." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:26 #, check-glossary, rst-text msgid "Manage System Configurations" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:30 #, check-glossary, rst-text msgid "" "For security reasons, the configuration settings for the database connection " "cannot be changed in the graphical user interface of the system " "configuration. These have to be set manually in ``Kernel/Config.pm``." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:33 #, check-glossary, rst-text msgid "" "To modify a system configuration, you need to do several steps. The " "following example shows you, how to find, modify, deploy and reset the " "system configuration ``FirstnameLastnameOrder``." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:36 #, check-glossary, rst-text msgid "" "Find the system configuration by entering a search term ``lastname`` into to " "search box." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:38 #, check-glossary, rst-text msgid "" "With the full-text search, all configuration settings can be scanned for one " "or more keywords. The full-text search not only searches through the names " "of the configuration settings, but also the descriptions and values. This " "allows an element to be found easily even if its name is unknown." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:45 #, check-glossary, rst-text msgid "System Configuration - Search For Setting" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:47 #, check-glossary, rst-text msgid "Select the setting from the search results." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:52 #, check-glossary, rst-text msgid "System Configuration - Setting Found" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:54 #, check-glossary, rst-text msgid "Click on the header of the widget to see the options." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:59 #: ../content/administration-area/administration/system-configuration.rst:168 #, check-glossary, rst-text msgid "System Configuration - Setting Expanded" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:61 #, check-glossary, rst-text msgid "" "Hover the mouse over the widget body to see the *Edit this setting* button." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:66 #, check-glossary, rst-text msgid "System Configuration - Setting Hovered" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:68 #, check-glossary, rst-text msgid "" "Click on the *Edit this setting* button to activate the edit mode. In edit " "mode the widget gets a yellow border on the left." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:73 #, check-glossary, rst-text msgid "" "If a setting is currently edited by an other administrator, it is not " "possible to get access to the edit mode for that setting until the other " "administrator finished his work." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:78 #, check-glossary, rst-text msgid "System Configuration - Setting Clicked" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:80 #, check-glossary, rst-text msgid "" "Change the value of the setting. Editing can be cancelled by clicking the " "*Cancel* button on the right or hitting the *Escape* key on your keyboard. " "When editing is cancelled, all changes made during the current editing " "session are discarded." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:87 #, check-glossary, rst-text msgid "System Configuration - Setting Modified" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:89 #, check-glossary, rst-text msgid "" "Click on the *Save* button. If the modification is saved, the widget gets a " "green border on the left." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:95 #, check-glossary, rst-text msgid "System Configuration - Setting Saved" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:97 #, check-glossary, rst-text msgid "" "Go back and click on the *Deployment* button in the left sidebar. You are " "also notified in the notification bar, that you have undeployed settings." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:103 #, check-glossary, rst-text msgid "System Configuration - Setting Changes" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:105 #, check-glossary, rst-text msgid "Review the changes." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:106 #, check-glossary, rst-text msgid "" "You can click on the ⇄ button in the top right corner to compare the changes " "side-by-side." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:111 #, check-glossary, rst-text msgid "System Configuration - Setting Different" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:113 #, check-glossary, rst-text msgid "" "Click on the *Deploy selected changes* button. If several settings are " "changed, it is possible to deploy only the selected settings." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:115 #, check-glossary, rst-text msgid "" "Add a deployment comment, that explain for other administrators, what is " "changed and why. Use full sentence here." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:121 #, check-glossary, rst-text msgid "System Configuration - Deploy Setting" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:123 #, check-glossary, rst-text msgid "" "Go back and search again the term ``lastname`` to find the modified setting. " "The widget has a gray border on the left to indicate, this setting is " "modified." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:129 #, check-glossary, rst-text msgid "System Configuration - Setting Deployed" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:131 #, check-glossary, rst-text msgid "" "To reset the setting, click on the header of the widget to see the options. " "Then click on the *Reset setting* button." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:0 #: ../content/administration-area/administration/system-configuration.rst:137 #, check-glossary, rst-text msgid "System Configuration - Reset Setting" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:139 #: ../content/administration-area/administration/system-maintenance.rst:48 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:45 #: ../content/administration-area/communication-notifications/pgp-keys.rst:50 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:42 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:65 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:65 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:37 #: ../content/administration-area/processes-automation/dynamicfields.rst:48 #: ../content/administration-area/processes-automation/generic-agent.rst:59 #: ../content/administration-area/ticket-settings/attachments.rst:47 #: ../content/administration-area/ticket-settings/templates.rst:51 #, check-glossary, rst-text msgid "Click on the *Confirm* button." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:140 #, check-glossary, rst-text msgid "Deploy the settings." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:144 #, check-glossary, rst-text msgid "Using The Navigation Tree" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:146 #, check-glossary, rst-text msgid "" "Each configuration setting is classified by a category and a navigation " "group. Navigation groups are individual elements in the main navigation " "tree. By selecting one of these navigation entries, all settings assigned to " "the selected group will be shown. As long as no extensions are installed, " "the category selection is automatically hidden, but as soon as a package is " "installed which brings its own configuration settings (such as ITSM modules " "or Survey), the category selection will be revealed. Selecting a category " "makes the main navigation tree show only the navigation groups belonging to " "the selected category." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:155 #, check-glossary, rst-text msgid "System Configuration Navigation Tree" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:157 #, check-glossary, rst-text msgid "" "To expand an element, click on the arrow next to it. The number between the " "parentheses indicates how many settings belongs to this element. If an " "element has no number, this element is only a wrapper category. It doesn't " "have settings, it has only sub-categories." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:162 #, check-glossary, rst-text msgid "" "Using the navigation tree results the same as search for a setting. If you " "would like to see for a setting to which group belongs to, expand it by " "clicking on the header of the widget." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:170 #, check-glossary, rst-text msgid "" "For example ``FirstnameLastnameOrder`` can be found in *Frontend* → *Base*." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:174 #, check-glossary, rst-text msgid "Import And Export System Configurations" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:176 #, check-glossary, rst-text msgid "" "Click on the *Import & Export* button in the left sidebar to access the " "import-export screen." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:181 #, check-glossary, rst-text msgid "System Configuration - Import and Export" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:183 #, check-glossary, rst-text msgid "To export the system configurations:" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:185 #, check-glossary, rst-text msgid "" "Click on the *Export current configuration* button in the *Export* widget." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:186 #, check-glossary, rst-text msgid "" "Save the ``Export_Current_System_Configuration.yml`` file to your local file " "system." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:187 #, check-glossary, rst-text msgid "Rename the file to a more descriptive name." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:189 #, check-glossary, rst-text msgid "To import the system configurations:" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:191 #, check-glossary, rst-text msgid "Click on the *Browse…* button in the *Import* widget." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:193 #, check-glossary, rst-text msgid "Click on the *Import system configuration* button." msgstr "" #: ../content/administration-area/administration/system-log.rst:2 #, check-glossary, rst-text msgid "System Log" msgstr "" #: ../content/administration-area/administration/system-log.rst:4 #, check-glossary, rst-text msgid "" "Professional systems log their activities in one or more log files to help " "administrators when troubleshooting or to get an overview of what is going " "on in their system on a detailed level." msgstr "" #: ../content/administration-area/administration/system-log.rst:6 #, check-glossary, rst-text msgid "" "These logs are usually not available to application administrators without a " "certain level of permissions, and skills on the operating system." msgstr "" #: ../content/administration-area/administration/system-log.rst:8 #, check-glossary, rst-text msgid "" "OTOBO allows application administrators to access the system log comfortably " "by using the graphical interface without the need to have access to the " "server's command shell. The administrator can decide which level of logging " "is needed, to make sure that the log files are not unnecessarily filled." msgstr "" #: ../content/administration-area/administration/system-log.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to view log entries of OTOBO. The log overview screen is " "available in the *System Log* module of the *Administration* group." msgstr "" #: ../content/administration-area/administration/system-log.rst:17 #, check-glossary, rst-text msgid "System Log Screen" msgstr "" #: ../content/administration-area/administration/system-log.rst:19 #, check-glossary, rst-text msgid "" "Each line in the log contains a timestamp, the log priority, the system " "component and the log entry itself." msgstr "" #: ../content/administration-area/administration/system-log.rst:23 #, check-glossary, rst-text msgid "" "If several log entries are displayed in the log, use the filter box to find " "a particular log entry by just typing the name to filter." msgstr "" #: ../content/administration-area/administration/system-log.rst:26 #, check-glossary, rst-text msgid "System Log Configuration Options" msgstr "" #: ../content/administration-area/administration/system-log.rst:28 #, check-glossary, rst-text msgid "``Core → Log``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:2 #, check-glossary, rst-text msgid "System Maintenance" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:4 #, check-glossary, rst-text msgid "" "System maintenance is a crucial part of the work done by all system " "administrators. Some maintenance tasks require to put the operation on hold. " "In such cases, pro-active information to users is essential to raise their " "awareness and understanding." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:8 #, check-glossary, rst-text msgid "" "OTOBO supports this with the *System Maintenance* module, which allows " "administrators (agents who have access to the group \"admin\") to schedule " "maintenance windows in advance and inform users with login messages and " "notifications about the planned maintenance. Also, during a scheduled " "maintenance window, only administrators are allowed to log into the system." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to schedule system maintenance for the system. The system " "maintenance management screen is available in the *System Maintenance* " "module of the *Administration* group." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:17 #, check-glossary, rst-text msgid "System Maintenance Management Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:21 #, check-glossary, rst-text msgid "Manage System Maintenance" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:23 #, check-glossary, rst-text msgid "To schedule a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:25 #, check-glossary, rst-text msgid "Click on the *Add New System Maintenance* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:32 #, check-glossary, rst-text msgid "Schedule New System Maintenance Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:34 #, check-glossary, rst-text msgid "To edit a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:36 #, check-glossary, rst-text msgid "" "Click on a system maintenance entry in the list of system maintenance " "entries or you are already redirected here from *Add New System Maintenance* " "screen." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:43 #, check-glossary, rst-text msgid "Edit System Maintenance Information Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:45 #, check-glossary, rst-text msgid "To delete a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:47 #: ../content/administration-area/processes-automation/dynamicfields.rst:47 #: ../content/administration-area/ticket-settings/attachments.rst:46 #, check-glossary, rst-text msgid "Click on the trash icon in the last column of the overview table." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:53 #, check-glossary, rst-text msgid "Delete System Maintenance Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:57 #, check-glossary, rst-text msgid "" "If several system maintenance entries are added to the system, use the " "filter box to find a particular system maintenance by just typing the name " "to filter." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:61 #, check-glossary, rst-text msgid "System Maintenance Settings" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:64 #, check-glossary, rst-text msgid "Select a date from when the system maintenance is scheduled." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:67 #, check-glossary, rst-text msgid "Stop date" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:67 #, check-glossary, rst-text msgid "Select a date when the system maintenance is planned to finish." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:70 #, check-glossary, rst-text msgid "" "The name of this resource. Any type of characters can be entered to this " "field including uppercase letters and spaces. The comment will be displayed " "in the overview table." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:84 #, check-glossary, rst-text msgid "Login message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:75 #, check-glossary, rst-text msgid "" "If this text is given, it will be displayed in the login screen, if the next " "option is checked." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:79 #, check-glossary, rst-text msgid "" "There are some default system maintenance message set in the system " "configuration. For more information see the following system configuration " "settings:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:82 #, check-glossary, rst-text msgid "``SystemMaintenance::IsActiveDefaultLoginErrorMessage``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:83 #, check-glossary, rst-text msgid "``SystemMaintenance::IsActiveDefaultLoginMessage``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:84 #, check-glossary, rst-text msgid "``SystemMaintenance::IsActiveDefaultNotification``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:87 #, check-glossary, rst-text msgid "Show login message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:87 #, check-glossary, rst-text msgid "" "If checked, the login message is displayed in the login screen of OTOBO." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:96 #, check-glossary, rst-text msgid "Notify message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:90 #, check-glossary, rst-text msgid "" "If this text is given, a notification will be displayed in the agent " "interface before the start of the system maintenance." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:94 #, check-glossary, rst-text msgid "" "Set the minutes a notification is shown for notice about upcoming system " "maintenance period in system configuration setting:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:96 #, check-glossary, rst-text msgid "``SystemMaintenance::TimeNotifyUpcomingMaintenance``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:103 #, check-glossary, rst-text msgid "" "This widget gives an overview about the currently logged in users. It is " "possible to kill each sessions by clicking on the *Kill this session* links. " "You can also kill all sessions except yours by clicking on the *Kill all " "Sessions, except for your own* button." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:0 #: ../content/administration-area/administration/system-maintenance.rst:110 #, check-glossary, rst-text msgid "Edit System Maintenance - Manage Sessions" msgstr "" #: ../content/administration-area/administration/translation.rst:2 #, check-glossary, rst-text msgid "CustomTranslations" msgstr "" #: ../content/administration-area/administration/translation.rst:5 #, check-glossary, rst-text msgid "Item “Translations”" msgstr "" #: ../content/administration-area/administration/translation.rst:5 #, check-glossary, rst-text msgid "" "New or existing translations are managed and administered in the " "\"Translations\"" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Widget Languages" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Overview Module Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:23 #, check-glossary, rst-text msgid "Language Dropdown" msgstr "" #: ../content/administration-area/administration/translation.rst:23 #, check-glossary, rst-text msgid "" "To select the working language (By default the language of the User in " "session is selected)." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Actions - Languages" msgstr "" #: ../content/administration-area/administration/translation.rst:32 #, check-glossary, rst-text msgid "Add Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:32 #, check-glossary, rst-text msgid "To add a new translation in the system." msgstr "" #: ../content/administration-area/administration/translation.rst:35 #, check-glossary, rst-text msgid "Edit Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:35 #, check-glossary, rst-text msgid "To modify an existing translation." msgstr "" #: ../content/administration-area/administration/translation.rst:38 #, check-glossary, rst-text msgid "Deploy Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:38 #, check-glossary, rst-text msgid "To display the translations in the system." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Buttons Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:47 #, check-glossary, rst-text msgid "Active Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:47 #, check-glossary, rst-text msgid "Table with all translations displayed." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Table Active Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:56 #, check-glossary, rst-text msgid "Filter" msgstr "" #: ../content/administration-area/administration/translation.rst:56 #, check-glossary, rst-text msgid "To filter the translation table." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Filter Active Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:65 #, check-glossary, rst-text msgid "Translation States" msgstr "" #: ../content/administration-area/administration/translation.rst:65 #, check-glossary, rst-text msgid "Possible translation statuses." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Widget States Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:72 #, check-glossary, rst-text msgid "New translation: New translations pending to be deployed." msgstr "" #: ../content/administration-area/administration/translation.rst:73 #, check-glossary, rst-text msgid "Editing Translation: Edited translations pending deployment." msgstr "" #: ../content/administration-area/administration/translation.rst:74 #, check-glossary, rst-text msgid "" "Translation Marked for Deletion: Translations marked for deletion pending " "deployment." msgstr "" #: ../content/administration-area/administration/translation.rst:75 #, check-glossary, rst-text msgid "" "Deployed Translation: Active translations that have already been deployed." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Display States Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:84 #: ../content/administration-area/administration/translation.rst:113 #, check-glossary, rst-text msgid "Hint" msgstr "" #: ../content/administration-area/administration/translation.rst:84 #, check-glossary, rst-text msgid "This widget contains a short explanatory text about the module." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Widget Hint" msgstr "" #: ../content/administration-area/administration/translation.rst:94 #, check-glossary, rst-text msgid "Add translation screen" msgstr "" #: ../content/administration-area/administration/translation.rst:95 #, check-glossary, rst-text msgid "" "This function allows you to add a new translation to OTOBO and allows you to " "select each of the translatable data elements in the system." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Overview Add Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:105 #, check-glossary, rst-text msgid "Actions" msgstr "" #: ../content/administration-area/administration/translation.rst:105 #, check-glossary, rst-text msgid "" "This widget contains the \"Go to Overview\" button to return to the main " "screen of the module." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Widget actions Add Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:113 #, check-glossary, rst-text msgid "" "This widget contains a short explanatory text about the section the user is " "in." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Widget Hint Add Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:121 #, check-glossary, rst-text msgid "Language" msgstr "" #: ../content/administration-area/administration/translation.rst:121 #, check-glossary, rst-text msgid "" "Informative label of the language where the translation will be created." msgstr "" #: ../content/administration-area/administration/translation.rst:124 #: ../content/administration-area/processes-automation/process-management.rst:209 #, check-glossary, rst-text msgid "Object" msgstr "" #: ../content/administration-area/administration/translation.rst:124 #, check-glossary, rst-text msgid "" "Selectable options with element to translate: Dynamic field content, Dynamic " "field labels, General label, Priorities, Queue, Services, SLA, Templates, " "Ticket status, Ticket types." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Object field" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #: ../content/administration-area/administration/translation.rst:132 #, check-glossary, rst-text msgid "Dynamic Field List" msgstr "" #: ../content/administration-area/administration/translation.rst:132 #, check-glossary, rst-text msgid "" "This field is displayed only when \"Dynamic Field\" is selected in the " "\"Object\" field. It contains the names of the dynamic fields." msgstr "" #: ../content/administration-area/administration/translation.rst:140 #, check-glossary, rst-text msgid "Content" msgstr "" #: ../content/administration-area/administration/translation.rst:140 #, check-glossary, rst-text msgid "This text field contains the tags to translate." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Content Field" msgstr "" #: ../content/administration-area/administration/translation.rst:148 #, check-glossary, rst-text msgid "Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:148 #, check-glossary, rst-text msgid "" "Text field or table depending on the selected option, where the translation " "is entered." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Translation Field" msgstr "" #: ../content/administration-area/administration/translation.rst:156 #, check-glossary, rst-text msgid "Button Save and Finish" msgstr "" #: ../content/administration-area/administration/translation.rst:156 #, check-glossary, rst-text msgid "To save the translation and finish." msgstr "" #: ../content/administration-area/administration/translation.rst:159 #, check-glossary, rst-text msgid "Cancel button" msgstr "" #: ../content/administration-area/administration/translation.rst:159 #, check-glossary, rst-text msgid "To cancel the action." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Button - Save or Cancel" msgstr "" #: ../content/administration-area/administration/translation.rst:166 #, check-glossary, rst-text msgid "Selectable Options" msgstr "" #: ../content/administration-area/administration/translation.rst:169 #, check-glossary, rst-text msgid "Dynamic Field Contents" msgstr "" #: ../content/administration-area/administration/translation.rst:169 #, check-glossary, rst-text msgid "" "Displays all existing dynamic fields and a dropdown field with values to " "translate is chosen" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Table for translation - Dynamic Field Content" msgstr "" #: ../content/administration-area/administration/translation.rst:177 #, check-glossary, rst-text msgid "Dynamic Field Labels" msgstr "" #: ../content/administration-area/administration/translation.rst:177 #, check-glossary, rst-text msgid "" "Displays all existing dynamic fields in the system and a field is chosen to " "translate the label" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Table for translation - Dynamic Field Labels" msgstr "" #: ../content/administration-area/administration/translation.rst:186 #, check-glossary, rst-text msgid "General Label" msgstr "" #: ../content/administration-area/administration/translation.rst:186 #, check-glossary, rst-text msgid "Allows to translate any existing label in the system." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - General labes" msgstr "" #: ../content/administration-area/administration/translation.rst:195 #: ../content/administration-area/ticket-settings/priorities.rst:2 #, check-glossary, rst-text msgid "Priorities" msgstr "" #: ../content/administration-area/administration/translation.rst:195 #, check-glossary, rst-text msgid "Allows to translate the existing priorities in the system." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Priorities" msgstr "" #: ../content/administration-area/administration/translation.rst:203 #: ../content/administration-area/ticket-settings/queues.rst:2 #, check-glossary, rst-text msgid "Queues" msgstr "" #: ../content/administration-area/administration/translation.rst:203 #, check-glossary, rst-text msgid "Allows to translate all existing queues." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Queues" msgstr "" #: ../content/administration-area/administration/translation.rst:212 #: ../content/administration-area/ticket-settings/services.rst:2 #, check-glossary, rst-text msgid "Services" msgstr "" #: ../content/administration-area/administration/translation.rst:212 #, check-glossary, rst-text msgid "Allows translation of all services." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Services" msgstr "" #: ../content/administration-area/administration/translation.rst:221 #, check-glossary, rst-text msgid "SLAs" msgstr "" #: ../content/administration-area/administration/translation.rst:221 #, check-glossary, rst-text msgid "Allows translation of all SLAs." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - SLAs" msgstr "" #: ../content/administration-area/administration/translation.rst:230 #: ../content/administration-area/ticket-settings/templates.rst:2 #, check-glossary, rst-text msgid "Templates" msgstr "" #: ../content/administration-area/administration/translation.rst:230 #, check-glossary, rst-text msgid "Allows you to translate templates." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Templates" msgstr "" #: ../content/administration-area/administration/translation.rst:239 #, check-glossary, rst-text msgid "Tickets States" msgstr "" #: ../content/administration-area/administration/translation.rst:239 #, check-glossary, rst-text msgid "Allows translation of ticket statuses." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Ticket States" msgstr "" #: ../content/administration-area/administration/translation.rst:249 #, check-glossary, rst-text msgid "Tickets Types" msgstr "" #: ../content/administration-area/administration/translation.rst:249 #, check-glossary, rst-text msgid "Allows translation of ticket types." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields for translation - Ticket Types" msgstr "" #: ../content/administration-area/administration/translation.rst:259 #, check-glossary, rst-text msgid "Edit Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:260 #, check-glossary, rst-text msgid "" "This section allows you to edit the translations displayed in the module." msgstr "" #: ../content/administration-area/administration/translation.rst:262 #, check-glossary, rst-text msgid "" "When entering the section to edit translations a new screen is displayed " "with the following elements:" msgstr "" #: ../content/administration-area/administration/translation.rst:265 #, check-glossary, rst-text msgid "Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:265 #, check-glossary, rst-text msgid "Translation table with" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "List of translations for editing" msgstr "" #: ../content/administration-area/administration/translation.rst:272 #, check-glossary, rst-text msgid "Filter Content: Translation filtering field." msgstr "" #: ../content/administration-area/administration/translation.rst:273 #, check-glossary, rst-text msgid "Content: content column with all the translated tags in the module." msgstr "" #: ../content/administration-area/administration/translation.rst:274 #, check-glossary, rst-text msgid "" "Translation: input column with all translations displayed with the " "possibility to edit and add a new translation." msgstr "" #: ../content/administration-area/administration/translation.rst:279 #, check-glossary, rst-text msgid "Deploy Translation" msgstr "" #: ../content/administration-area/administration/translation.rst:280 #, check-glossary, rst-text msgid "" "This function allows you to deploy translations, changing their status to " "deployed and adding them to the database or deleting them from the module " "when they are marked for deletion." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Table of displayed translations." msgstr "" #: ../content/administration-area/administration/translation.rst:290 #, check-glossary, rst-text msgid "Import/Export Translations" msgstr "" #: ../content/administration-area/administration/translation.rst:292 #, check-glossary, rst-text msgid "" "This function allows you to import and/or export files with translations " "using templates for the different languages configured." msgstr "" #: ../content/administration-area/administration/translation.rst:294 #, check-glossary, rst-text msgid "" "When going to the Import/Export module, a new section \"Translations\" is " "displayed, a table with the existing templates for importing files." msgstr "" #: ../content/administration-area/administration/translation.rst:298 #, check-glossary, rst-text msgid "Add Template" msgstr "" #: ../content/administration-area/administration/translation.rst:298 #, check-glossary, rst-text msgid "" "When adding a new template, the new \"Translations\" option is displayed in " "the \"Object\" input." msgstr "" #: ../content/administration-area/administration/translation.rst:301 #: ../content/administration-area/administration/translation.rst:316 #, check-glossary, rst-text msgid "Format" msgstr "" #: ../content/administration-area/administration/translation.rst:301 #, check-glossary, rst-text msgid "Allows you to choose the CSV file format." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields Add template." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Fields Step 2." msgstr "" #: ../content/administration-area/administration/translation.rst:316 #, check-glossary, rst-text msgid "Plain text format is selected." msgstr "" #: ../content/administration-area/administration/translation.rst:322 #, check-glossary, rst-text msgid "Checkbox" msgstr "" #: ../content/administration-area/administration/translation.rst:319 #, check-glossary, rst-text msgid "To indicate whether empty fields keep the current values." msgstr "" #: ../content/administration-area/administration/translation.rst:322 #, check-glossary, rst-text msgid "In the third step the following new fields are displayed:" msgstr "" #: ../content/administration-area/administration/translation.rst:325 #, check-glossary, rst-text msgid "Column Separator" msgstr "" #: ../content/administration-area/administration/translation.rst:325 #, check-glossary, rst-text msgid "" "Allows you to choose the column separator between Colon (:), Comma(,), Period" "(.), Semicolon(;), Tabulator (TAB)." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Field Column separator Step 3." msgstr "" #: ../content/administration-area/administration/translation.rst:334 #, check-glossary, rst-text msgid "Charset" msgstr "" #: ../content/administration-area/administration/translation.rst:334 #, check-glossary, rst-text msgid "" "The default character encoding is unmodifiable and according to the " "previously selected language." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Field Charset Step 3." msgstr "" #: ../content/administration-area/administration/translation.rst:343 #, check-glossary, rst-text msgid "Include Column Headers" msgstr "" #: ../content/administration-area/administration/translation.rst:343 #, check-glossary, rst-text msgid "" "Allows you to choose between yes/no if the option is whether the file should " "have the column headers in the file to be imported." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Field Include Column Headers Step 3." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Information mapping table." msgstr "" #: ../content/administration-area/administration/translation.rst:361 #, check-glossary, rst-text msgid "Add Mapping Element" msgstr "" #: ../content/administration-area/administration/translation.rst:360 #, check-glossary, rst-text msgid "To add the sections or columns of the file." msgstr "" #: ../content/administration-area/administration/translation.rst:365 #, check-glossary, rst-text msgid "Key" msgstr "" #: ../content/administration-area/administration/translation.rst:364 #, check-glossary, rst-text msgid "" "Source string: Text string to be translated. Translation English: Language " "in which the translation will be done." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Mapped information." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Search information." msgstr "" #: ../content/administration-area/administration/translation.rst:383 #, check-glossary, rst-text msgid "Restrict export per search" msgstr "" #: ../content/administration-area/administration/translation.rst:383 #, check-glossary, rst-text msgid "" "allows you to choose whether you want to restrict the export by searching " "for specific options." msgstr "" #: ../content/administration-area/administration/translation.rst:386 #, check-glossary, rst-text msgid "Export Untranslated strings of" msgstr "" #: ../content/administration-area/administration/translation.rst:386 #, check-glossary, rst-text msgid "" "allows you to choose the option from which the untranslated strings will be " "exported." msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "Field Export Untraslated." msgstr "" #: ../content/administration-area/administration/translation.rst:396 #, check-glossary, rst-text msgid "Ticket Information (Translation)" msgstr "" #: ../content/administration-area/administration/translation.rst:397 #, check-glossary, rst-text msgid "" "Attributes of the ticket such as Queues and Services that are translated " "using the translation module will be visible in the selection tree views of " "the fields." msgstr "" #: ../content/administration-area/administration/translation.rst:400 #, check-glossary, rst-text msgid "Services in English" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "List Services." msgstr "" #: ../content/administration-area/administration/translation.rst:407 #, check-glossary, rst-text msgid "Services translated to Spanish in tree view" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "List Services translated to Spanish." msgstr "" #: ../content/administration-area/administration/translation.rst:415 #, check-glossary, rst-text msgid "Queues in English" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "List Queues." msgstr "" #: ../content/administration-area/administration/translation.rst:422 #, check-glossary, rst-text msgid "Queues translated to Spanish in tree view" msgstr "" #: ../content/administration-area/administration/translation.rst:-1 #, check-glossary, rst-text msgid "List Queues translated to Spanish." msgstr "" #: ../content/administration-area/communication-notifications.rst:2 #, check-glossary, rst-text msgid "Communication & Notifications" msgstr "" #: ../content/administration-area/communication-notifications.rst:4 #, check-glossary, rst-text msgid "" "Clear, complete, and transparent communication is key to ensuring that your " "organization offers outstanding service to your customers. Your organization " "would like to give your customers the most consistent service and ensure " "that your service is highly recognizable, every time. Your teams want to " "have an identity which instills a specific sense of security and familiarity." msgstr "" #: ../content/administration-area/communication-notifications.rst:8 #, check-glossary, rst-text msgid "" "OTOBO provides you with the tools to build teams, trust and security to " "better and uniformly serve your customer. With system addresses you can " "assign your inbound mails to certain teams and allow them all to use the " "same address without causing confusion by using team mailboxes via a mail " "client. Templates, automatic answers, and attachment management let you " "leverage central management of the most important communications. Many other " "tools are also available and covered in the sections below." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:2 #, check-glossary, rst-text msgid "Admin Notification" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:4 #, check-glossary, rst-text msgid "" "Corporations may need to make general announcements to everyone or publish " "news to several groups of agents or individuals. Also, OTOBO administrator " "may need to contact with specific agents regarding an event." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:7 #, check-glossary, rst-text msgid "" "OTOBO gives the administration the tool *Admin Notification* making sending " "announcements and news to the masses of users accurate and timely, to target " "group of people, simple. Administrators can send notifications based on a " "specific list of recipients, or a group of users inside OTOBO, with powerful " "text editor enhanced content." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to send administrative messages to specific agents, group or " "role members. The message compose screen is available in the *Admin " "Notification* module of the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:16 #, check-glossary, rst-text msgid "Create Administrative Message Screen" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:20 #, check-glossary, rst-text msgid "Administrative Message Settings" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:22 #, check-glossary, rst-text msgid "" "The following settings are available when composing an administrative " "message. The fields marked with an asterisk are mandatory." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:26 #, check-glossary, rst-text msgid "From \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:26 #, check-glossary, rst-text msgid "This email address will be added into the *From* field of the message." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:29 #, check-glossary, rst-text msgid "Send message to users" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:29 #, check-glossary, rst-text msgid "" "One or more :doc:`../users-groups-roles/agents` can be selected in this " "field, to whom the message will be sent." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:32 #, check-glossary, rst-text msgid "Send message to group members" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:32 #, check-glossary, rst-text msgid "" "One or more :doc:`../users-groups-roles/groups` can be selected in this " "field, to whose members the message will be sent." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:35 #, check-glossary, rst-text msgid "Group members need to have permission" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:35 #, check-glossary, rst-text msgid "" "With these radio buttons can be selected, if a group member needs read-only " "or read-write permissions to receive the message." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:38 #, check-glossary, rst-text msgid "Send message to role members" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:38 #, check-glossary, rst-text msgid "" "One or more :doc:`../users-groups-roles/roles` can be selected in this " "field, to whose members the message will be sent." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:45 #, check-glossary, rst-text msgid "Also send to customers in groups" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:41 #, check-glossary, rst-text msgid "Select this checkbox to send the message also for customers in groups." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:45 #, check-glossary, rst-text msgid "" "This option is available only, if ``CustomerGroupSupport`` setting is " "enabled." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:48 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:302 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:388 #: ../content/administration-area/ticket-settings/auto-responses.rst:73 #, check-glossary, rst-text msgid "Subject \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:48 #, check-glossary, rst-text msgid "The subject of the messages." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:50 #, check-glossary, rst-text msgid "Body \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:51 #, check-glossary, rst-text msgid "The body text of the message." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:2 #, check-glossary, rst-text msgid "Appointment Notifications" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:4 #, check-glossary, rst-text msgid "" "Missing appointments can damage your image with a customer. Once there is an " "appointment assigned in the calendar, it’s normal to receive notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:7 #, check-glossary, rst-text msgid "Upon a new or changed event" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:8 #, check-glossary, rst-text msgid "Upon cancellation of an event" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:9 #, check-glossary, rst-text msgid "Before the event, as a reminder" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:11 #, check-glossary, rst-text msgid "" "Notification relieves the agent the stress of mentally tracking appointments." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:13 #, check-glossary, rst-text msgid "" "OTOBO appointment notifications satisfies this need. Here an administrator " "can easily set notifications with general rules, including trigger events " "and filters. Afterward, appointments fitting the bill notify the correct " "users at the correct time." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:17 #, check-glossary, rst-text msgid "" "Use this screen to add appointment notifications to the system. In a fresh " "OTOBO installation an appointment reminder notification is already added by " "default. The appointment notification management screen is available in the " "*Appointment Notifications* module of the *Communication & Notifications* " "group." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:24 #, check-glossary, rst-text msgid "Appointment Notification Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:28 #, check-glossary, rst-text msgid "Manage Appointment Notifications" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:30 #, check-glossary, rst-text msgid "To add an appointment notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:32 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:24 #, check-glossary, rst-text msgid "Click on the *Add Notification* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:33 #, check-glossary, rst-text msgid "" "Fill in the required fields as explained in :ref:`Appointment Notification " "Settings`." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:36 #, check-glossary, rst-text msgid "To edit an appointment notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:38 #, check-glossary, rst-text msgid "" "Click on an appointment notification in the list of appointment " "notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:39 #, check-glossary, rst-text msgid "" "Modify the fields as explained in :ref:`Appointment Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:42 #, check-glossary, rst-text msgid "To delete an appointment notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:44 #, check-glossary, rst-text msgid "Click on the trash icon in the list of appointment notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:50 #, check-glossary, rst-text msgid "Delete Appointment Notification Screen" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:52 #, check-glossary, rst-text msgid "To export all appointment notifications:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:54 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:46 #, check-glossary, rst-text msgid "Click on the *Export Notifications* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:55 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:47 #, check-glossary, rst-text msgid "" "Choose a location in your computer to save the ``Export_Notification.yml`` " "file." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:57 #, check-glossary, rst-text msgid "To import appointment notifications:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:61 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:57 #, check-glossary, rst-text msgid "" "Click on the *Overwrite existing notifications?* checkbox, if you would like " "to overwrite the existing notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:62 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:58 #, check-glossary, rst-text msgid "Click on the *Import Notification configuration* button." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:66 #, check-glossary, rst-text msgid "Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:73 #, check-glossary, rst-text msgid "" "For an example, see the default appointment reminder notification which is " "included in a fresh OTOBO installation." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:77 #, check-glossary, rst-text msgid "Basic Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:82 #, check-glossary, rst-text msgid "Appointment Notification Settings - Basic" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:91 #: ../content/administration-area/communication-notifications/email-addresses.rst:118 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:140 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:87 #: ../content/administration-area/processes-automation/access-control-lists.rst:117 #: ../content/administration-area/ticket-settings/attachments.rst:80 #: ../content/administration-area/ticket-settings/auto-responses.rst:114 #: ../content/administration-area/ticket-settings/queues.rst:182 #: ../content/administration-area/ticket-settings/salutations.rst:82 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:117 #: ../content/administration-area/ticket-settings/services.rst:88 #: ../content/administration-area/ticket-settings/signatures.rst:82 #: ../content/administration-area/ticket-settings/states.rst:154 #: ../content/administration-area/ticket-settings/templates.rst:113 #: ../content/administration-area/users-groups-roles/customer-users.rst:141 #: ../content/administration-area/users-groups-roles/customers.rst:94 #: ../content/administration-area/users-groups-roles/groups.rst:79 #: ../content/administration-area/users-groups-roles/roles.rst:67 #, check-glossary, rst-text msgid "Comment" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:112 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:108 #, check-glossary, rst-text msgid "Show in agent preferences" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:94 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:90 #, check-glossary, rst-text msgid "" "Define how the notification should be displayed in agent preferences. The " "following options are available:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:99 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:91 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:95 #, check-glossary, rst-text msgid "No" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:98 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:94 #, check-glossary, rst-text msgid "" "The notification won't be displayed in agent preferences. The notification " "is sent to all appropriate agents by the defined method." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:103 #: ../content/administration-area/communication-notifications/postmaster-filters.rst:95 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:99 #, check-glossary, rst-text msgid "Yes" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:102 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:98 #, check-glossary, rst-text msgid "" "The notification will be displayed in agent preferences for selection. The " "agents may opt-in or opt-out." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:107 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:103 #, check-glossary, rst-text msgid "Yes, but require at least one active notification method." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:106 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:102 #, check-glossary, rst-text msgid "" "The notification will be displayed in agent preferences, but require at " "least one active notification method. This is annotated by an asterisk next " "to the name." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:0 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:112 #, check-glossary, rst-text msgid "Personal Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:115 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:111 #, check-glossary, rst-text msgid "Agent preferences tooltip" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:115 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:111 #, check-glossary, rst-text msgid "" "This message will be shown on the agent preferences screen as a tooltip for " "this notification." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:123 #, check-glossary, rst-text msgid "Appointment Events" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:128 #, check-glossary, rst-text msgid "Appointment Notification Settings - Events" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:154 #, check-glossary, rst-text msgid "Event \\*" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:131 #, check-glossary, rst-text msgid "" "Here you can choose which events will trigger this notification. An " "additional appointment filter can be applied below to only send for " "appointments with certain criteria." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:134 #, check-glossary, rst-text msgid "Possible events are:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:137 #, check-glossary, rst-text msgid "``AppointmentCreate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:137 #, check-glossary, rst-text msgid "Executed after an appointment has been created." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:140 #, check-glossary, rst-text msgid "``AppointmentUpdate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:140 #, check-glossary, rst-text msgid "Executed after an appointment has been updated." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:143 #, check-glossary, rst-text msgid "``AppointmentDelete``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:143 #, check-glossary, rst-text msgid "Executed after an appointment has been deleted." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:147 #, check-glossary, rst-text msgid "``AppointmentNotification``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:146 #, check-glossary, rst-text msgid "" "This is a special appointment event that will be executed by the OTOBO " "daemon in time. If an appointment contains a date/time value for " "notifications, as already described in this documentation, and such a " "notification date is reached, the OTOBO daemon will execute this kind of " "event for every related appointment separately." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:150 #, check-glossary, rst-text msgid "``CalendarCreate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:150 #, check-glossary, rst-text msgid "Executed after a calendar has been created." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:154 #, check-glossary, rst-text msgid "``CalendarUpdate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:153 #, check-glossary, rst-text msgid "Executed after a calendar has been updated." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:157 #, check-glossary, rst-text msgid "Appointment Filter" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:162 #, check-glossary, rst-text msgid "Appointment Notification Settings - Appointment Filter" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:164 #, check-glossary, rst-text msgid "" "This widget can optionally be used to narrow the list of appointments by " "matching configured values:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:167 #: ../content/administration-area/ticket-settings/queues.rst:174 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:83 #: ../content/glossary.rst:14 #, check-glossary, rst-text msgid "Calendar" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:167 #, check-glossary, rst-text msgid "Select which calendar the related appointment needs to be part of." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:170 #: ../content/administration-area/processes-automation/process-management.rst:211 #, check-glossary, rst-text msgid "Title" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:170 #, check-glossary, rst-text msgid "Filter for a part or complete title of the appointment." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:173 #, check-glossary, rst-text msgid "Location" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:173 #, check-glossary, rst-text msgid "Filter for a part or complete location of the appointment." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:177 #: ../content/glossary.rst:61 #, check-glossary, rst-text msgid "Resource" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:176 #, check-glossary, rst-text msgid "Choose from a list of teams or resources assigned to the appointments." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:180 #, check-glossary, rst-text msgid "Appointment Notification Recipients" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:185 #, check-glossary, rst-text msgid "Appointment Notification Settings - Recipients" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:193 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:250 #, check-glossary, rst-text msgid "Send to" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:188 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:237 #, check-glossary, rst-text msgid "" "Select which agents should receive the notifications. Possible values are:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:191 #, check-glossary, rst-text msgid "Agent (resources), who are selected within the appointment" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:192 #, check-glossary, rst-text msgid "" "All agents with (at least) read permission for the appointment (calendar)" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:193 #, check-glossary, rst-text msgid "All agents with write permission for the appointment (calendar)" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:196 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:253 #, check-glossary, rst-text msgid "Send to these agents" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:196 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:253 #, check-glossary, rst-text msgid "" "One or more agents can be selected who should receive the notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:199 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:256 #, check-glossary, rst-text msgid "Send to all group members (agents only)" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:199 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:256 #, check-glossary, rst-text msgid "" "One or more groups can be selected whom agents should receive the " "notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:202 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:259 #, check-glossary, rst-text msgid "Send to all role members" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:202 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:259 #, check-glossary, rst-text msgid "" "One or more roles can be selected whom agents should receive the " "notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:205 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:262 #, check-glossary, rst-text msgid "Send on out of office" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:205 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:262 #, check-glossary, rst-text msgid "" "If this option is checked, the notification will be sent even if the agent " "is currently out of office." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:212 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:269 #, check-glossary, rst-text msgid "Once per day" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:208 #, check-glossary, rst-text msgid "" "Notify users just once per day about a single appointment using a selected " "transport. If this is the first notification about an appointment, then the " "notification will be sent. If a notification was already sent before and " "this option is checked, the OTOBO daemon will check the time the last " "notification was sent. If there was no notification sent in the last 24 " "hours, the notification will be sent again." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:215 #, check-glossary, rst-text msgid "Appointment Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:220 #, check-glossary, rst-text msgid "Appointment Notification Settings - Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:224 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:314 #, check-glossary, rst-text msgid "Enable this notification method" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:223 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:313 #, check-glossary, rst-text msgid "" "Enable or disable this notification method. A notification method can be " "email, web view or SMS." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:228 #, check-glossary, rst-text msgid "Active by default in agent preferences" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:227 #, check-glossary, rst-text msgid "" "This is the default value for assigned recipient agents who didn't make a " "choice for this notification in their preferences yet. If the box is " "enabled, the notification will be sent to such agents." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:232 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:318 #, check-glossary, rst-text msgid "Additional recipient email addresses" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:231 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:317 #, check-glossary, rst-text msgid "" "Additional recipients can be added here. Use comma or semicolon to separate " "the email addresses." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:235 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:321 #, check-glossary, rst-text msgid "Article visible for customer" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:235 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:321 #, check-glossary, rst-text msgid "" "An article will be created if the notification is sent to the customer or an " "additional email address." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:242 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:328 #, check-glossary, rst-text msgid "Email template" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:238 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:324 #, check-glossary, rst-text msgid "Select which email template should be used for the notification." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:242 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:328 #, check-glossary, rst-text msgid "" "Additional email templates can be added by placing a ``.tt`` file into the " "folder ``/Kernel/Output/HTML/Templates/Standard/" "NotificationEvent/Email/``. See the existing email templates for an example." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:249 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:335 #, check-glossary, rst-text msgid "Enable email security" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:245 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:331 #, check-glossary, rst-text msgid "Checking this option will encrypt the notification email." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:249 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:281 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:335 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:367 #, check-glossary, rst-text msgid "" "To use this feature, :doc:`pgp-keys` or :doc:`s-mime-certificates` need to " "be enabled." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:281 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:367 #, check-glossary, rst-text msgid "Email security level" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:252 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:338 #, check-glossary, rst-text msgid "" "If *Enable email security* is checked, then this setting is activated. The " "following options are available:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:257 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:343 #, check-glossary, rst-text msgid "PGP sign only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:256 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:342 #, check-glossary, rst-text msgid "" "Sign only the notification email with PGP key. If no PGP keys have been " "added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:261 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:347 #, check-glossary, rst-text msgid "PGP encrypt only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:260 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:346 #, check-glossary, rst-text msgid "" "Encrypt only the notification email with PGP key. If no PGP keys have been " "added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:265 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:351 #, check-glossary, rst-text msgid "PGP sign and encrypt" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:264 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:350 #, check-glossary, rst-text msgid "" "Sign and encrypt the notification email with PGP key. If no PGP keys have " "been added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:269 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:355 #, check-glossary, rst-text msgid "SMIME sign only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:268 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:354 #, check-glossary, rst-text msgid "" "Sign only the notification email with S/MIME certificate. If no S/MIME " "certificates have been added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:273 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:359 #, check-glossary, rst-text msgid "SMIME encrypt only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:272 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:358 #, check-glossary, rst-text msgid "" "Encrypt only the notification email with S/MIME certificate. If no S/MIME " "certificates have been added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:277 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:363 #, check-glossary, rst-text msgid "SMIME sign and encrypt" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:276 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:362 #, check-glossary, rst-text msgid "" "Sign and encrypt the notification email with S/MIME certificate. If no S/" "MIME certificates have been added to the system, this option is not visible." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:284 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:370 #, check-glossary, rst-text msgid "If signing key/certificate is missing" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:284 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:370 #, check-glossary, rst-text msgid "" "Select the method, that should be used if signing key or certificate is " "missing." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:288 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:374 #, check-glossary, rst-text msgid "If encryption key/certificate is missing:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:287 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:373 #, check-glossary, rst-text msgid "" "Select the method, that should be used if encryption key or certificate is " "missing." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:291 #, check-glossary, rst-text msgid "Appointment Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:296 #, check-glossary, rst-text msgid "Appointment Notification Settings - Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:298 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:384 #, check-glossary, rst-text msgid "" "The main content of a notification can be added for each languages with " "localized subject and body text. It is also possible to define static text " "content mixed with OTOBO smart tags." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:302 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:388 #, check-glossary, rst-text msgid "The localized subject for a specific language." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:305 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:391 #, check-glossary, rst-text msgid "Text \\*" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:305 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:391 #, check-glossary, rst-text msgid "The localized body text for a specific language." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:311 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:397 #, check-glossary, rst-text msgid "Add new notification language" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:308 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:394 #, check-glossary, rst-text msgid "" "Select which languages should be added to create localized notifications. " "The language of the customer or agent will be used as found in the customer " "and agent preferences. Secondarily, the system default language will be " "chosen. The fall back will always be English." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:315 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:401 #, check-glossary, rst-text msgid "" "Deleting a language in ``DefaultUsedLanguages`` setting that already has a " "notification text here will make the notification text unusable. If a " "language is not present or enabled on the system, the corresponding " "notification text could be deleted if it is not needed anymore." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:320 #: ../content/administration-area/communication-notifications/appointment-notifications.rst:329 #, check-glossary, rst-text msgid "Appointment Notification Variables" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:322 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:408 #: ../content/administration-area/ticket-settings/auto-responses.rst:119 #: ../content/administration-area/ticket-settings/salutations.rst:87 #: ../content/administration-area/ticket-settings/signatures.rst:87 #: ../content/administration-area/ticket-settings/templates.rst:118 #, check-glossary, rst-text msgid "" "Using variables in the text makes it possible to personalize messages. " "Variables, known as OTOBO tags, are replaced by OTOBO when generating the " "message. Find a list of available tags stems for this resource at the bottom " "of both add and edit screens." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:331 #, check-glossary, rst-text msgid "" "For example, the variable ```` expands to the " "first 20 characters of the title allowing a template to include something " "like the following." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:337 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:423 #: ../content/administration-area/ticket-settings/auto-responses.rst:134 #: ../content/administration-area/ticket-settings/salutations.rst:102 #: ../content/administration-area/ticket-settings/signatures.rst:104 #: ../content/administration-area/ticket-settings/templates.rst:133 #, check-glossary, rst-text msgid "This tag expands, for example to:" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:2 #, check-glossary, rst-text msgid "Communication Log" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:4 #, check-glossary, rst-text msgid "" "Managers, leaders, team leads, and system administrators may need to track " "past communication to follow up specific messages. In some cases, issues " "arise, and a target recipient did not receive a message. Without access to " "the mail server logs, tracking the communication is difficult." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:8 #, check-glossary, rst-text msgid "" "OTOBO introduces the *Communication Log* module. It’s designed to track the " "communication: building and spooling the mail and the connection between " "client and server." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to inspect the internal logs about communication handling. " "The communication log overview screen is available in the *Communication " "Log* module of the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:17 #, check-glossary, rst-text msgid "Communication Log Overview Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:21 #, check-glossary, rst-text msgid "Communication Log Overview" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:23 #, check-glossary, rst-text msgid "" "The communication log overview page is a dashboard-like screen with several " "metrics indicating the overall health of the system, depending on filtered " "communications." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:28 #, check-glossary, rst-text msgid "Account Status Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:31 #, check-glossary, rst-text msgid "Account status" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:31 #, check-glossary, rst-text msgid "" "This widget will signal if you have any issues with configured accounts used " "for fetching or sending messages." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:34 #, check-glossary, rst-text msgid "Communication status" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:34 #, check-glossary, rst-text msgid "" "This widget will notify you if there are any errors with either account " "connections or message processing." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:37 #, check-glossary, rst-text msgid "Communication state" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:37 #, check-glossary, rst-text msgid "" "This widget will display if there are any active communications currently in " "the system." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:40 #, check-glossary, rst-text msgid "Average processing time" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:40 #, check-glossary, rst-text msgid "" "This is a cumulative time statistic that is needed to complete a " "communication." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:42 #, check-glossary, rst-text msgid "" "You can select the time range in the left sidebar in order to filter " "communications depending on their creation time. In addition to this, you " "can also dynamically filter for any keywords, state of the communication, " "and you can sort the overview table by all columns." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:45 #, check-glossary, rst-text msgid "" "If you click on a communication row in any table, you will be presented with " "a detailed view screen." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:50 #, check-glossary, rst-text msgid "Communication Log Detailed View Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:52 #, check-glossary, rst-text msgid "" "Every communication can contain one or more logs, which can be of " "*Connection* or *Message* type." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:55 #, check-glossary, rst-text msgid "Connection" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:55 #, check-glossary, rst-text msgid "" "This type of logs will contain any log messages coming from the modules " "responsible for connecting to your accounts and fetching/receiving messages." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:59 #, check-glossary, rst-text msgid "Message" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:58 #, check-glossary, rst-text msgid "" "This type of logs will contain any log messages related to specific message " "processing. Any module working on message themselves can log their actions " "in this log, giving you a clear overview of what's going on." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:61 #, check-glossary, rst-text msgid "" "You can filter log entries based on their priority, by choosing desired " "priority in the left sidebar. Log level rules apply: by selecting a specific " "priority, you will get log entries that have that priority set and higher, " "with *Error* being the highest." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:2 #, check-glossary, rst-text msgid "Email Addresses" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:4 #, check-glossary, rst-text msgid "" "The main channel of communication with the customers is often email. An " "organization consists of multiple departments or teams. Email addresses " "differ for each group which is servicing your customers. You may have the " "following:" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:9 #, check-glossary, rst-text msgid "``support@example.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:10 #, check-glossary, rst-text msgid "``hr@exapmle.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:11 #, check-glossary, rst-text msgid "``sales@example.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:13 #, check-glossary, rst-text msgid "" "These addresses are just some examples, and you may have many more. Use " "these channels to receive and send messages, and in mail clients, one can " "often send with the wrong address." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:16 #, check-glossary, rst-text msgid "" "OTOBO manages as many email addresses for your teams as needed. All your " "email addresses, whether for sending or receiving, are kept and configured " "nicely in one place. In the :ref:`queue settings`, the correct address is " "always chosen preventing that someone working in multiple roles sends an " "email out with the wrong account." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:20 #, check-glossary, rst-text msgid "" "To enable OTOBO to send emails, you need a valid email address to be used by " "the system. OTOBO is capable of working with multiple email addresses, since " "many support installations need to use more than one. A queue can be linked " "to many email addresses, and vice versa. The address used for outgoing " "messages from a queue can be set when the queue is created." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:25 #, check-glossary, rst-text msgid "" "Use this screen to add system email addresses to the system. An email " "address is already added to the system at installation time of OTOBO. The " "email address management screen is available in the *Email Addresses* module " "of the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:32 #, check-glossary, rst-text msgid "Email Address Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:36 #, check-glossary, rst-text msgid "Manage Email Addresses" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:38 #, check-glossary, rst-text msgid "To add an email address:" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:40 #, check-glossary, rst-text msgid "Click on the *Add System Address* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:47 #, check-glossary, rst-text msgid "Email Address Add Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:51 #, check-glossary, rst-text msgid "" "Email addresses can not be deleted from the system. They can only be " "deactivated by setting the *Validity* option to *invalid* or *invalid-" "temporarily*." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:56 #, check-glossary, rst-text msgid "" "Once an email address is added and set to valid, OTOBO cannot send an email " "to this address. This prevents loopbacks which could crash your system. If " "you need to transfer information between departments please use the ticket " "split option in the article menu. This will allow you to create a new ticket " "to another team for assigning a task, for example." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:0 #: ../content/administration-area/communication-notifications/email-addresses.rst:64 #, check-glossary, rst-text msgid "Article Menu" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:66 #, check-glossary, rst-text msgid "To edit an email address:" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:68 #, check-glossary, rst-text msgid "Click on an email address in the list of email addresses." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:75 #, check-glossary, rst-text msgid "Email Address Edit Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:79 #, check-glossary, rst-text msgid "" "If several email addresses are added to the system, use the filter box to " "find a particular email address by just typing the name to filter." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:83 #, check-glossary, rst-text msgid "Email Address Settings" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:89 #, check-glossary, rst-text msgid "Email address \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:89 #, check-glossary, rst-text msgid "The email address to be added." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:99 #, check-glossary, rst-text msgid "Display name \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:92 #, check-glossary, rst-text msgid "" "The name of this resource. Any type of characters can be entered to this " "field including uppercase letters and spaces. The name will be displayed in " "the sender information of the article." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:0 #, check-glossary, rst-text msgid "Sender information" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:99 #, check-glossary, rst-text msgid "Sender Information" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:107 #, check-glossary, rst-text msgid "Queue \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:102 #, check-glossary, rst-text msgid "" "The queue, to which the email address will be added as default email address." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:106 #, check-glossary, rst-text msgid "" "This setting will apply if the email is distributed via the recipient " "address. This setting can be overridden by :doc:`postmaster-filters` or in " "the :ref:`Mail Account Settings` when *Dispatching by selected Queue* is " "chosen." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:115 #, check-glossary, rst-text msgid "" "An email address can only be set to *invalid* or *invalid-temporarily*, if " "it is not assigned to any queue." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:2 #, check-glossary, rst-text msgid "PGP Keys" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:4 #, check-glossary, rst-text msgid "" "Secure communications protect your customers and you. In the GDPR encryption " "is explicitly mentioned as one of the security and personal data protection " "measures in a few articles. Although under the GDPR encryption is not " "mandatory, it is indeed essential in some areas." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:8 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:7 #, check-glossary, rst-text msgid "" "OTOBO empowers you to encrypt communications where needed by means of " ":doc:`s-mime-certificates` or :doc:`pgp-keys`." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:12 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:11 #, check-glossary, rst-text msgid "" "Setup of services and software required for encryption are not covered here " "because of independence to this software." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:14 #, check-glossary, rst-text msgid "" "Use this screen to add PGP keys to the system. The PGP management screen is " "available in the *PGP Keys* module of the *Communication & Notifications* " "group." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:20 #, check-glossary, rst-text msgid "PGP Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:24 #, check-glossary, rst-text msgid "Manage PGP Keys" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:28 #, check-glossary, rst-text msgid "" "To be able to use PGP keys in OTOBO, you have to activate its setting first." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:0 #: ../content/administration-area/communication-notifications/pgp-keys.rst:33 #, check-glossary, rst-text msgid "Enable PGP Support" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:35 #, check-glossary, rst-text msgid "To add a PGP key:" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:37 #, check-glossary, rst-text msgid "Click on the *Add PGP Key* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:38 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:37 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:53 #, check-glossary, rst-text msgid "Click on *Browse…* button to open the file dialog." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:39 #, check-glossary, rst-text msgid "Select a PGP key from the file system." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:40 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:39 #, check-glossary, rst-text msgid "Click on the *Add* button." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:45 #, check-glossary, rst-text msgid "Add PGP Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:47 #, check-glossary, rst-text msgid "To delete a PGP key:" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:49 #, check-glossary, rst-text msgid "Click on the trash icon in the list of PGP keys." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:55 #, check-glossary, rst-text msgid "Delete PGP Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:59 #, check-glossary, rst-text msgid "" "If several PGP keys are added to the system, use the search box to find a " "particular PGP key." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:63 #, check-glossary, rst-text msgid "PGP Configuration Options" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:65 #, check-glossary, rst-text msgid "``Core → Crypt → PGP``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:2 #, check-glossary, rst-text msgid "Postmaster Filters" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:4 #, check-glossary, rst-text msgid "" "Pre-sorting standard mail done in a mail room takes care that not every " "piece of mail sent to the office goes to the same group of people. After a " "second look at the envelope, rerouting occurs where needed." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:7 #, check-glossary, rst-text msgid "" "OTOBO uses so-called *postmaster filters* to read the emails envelope and " "take further action. Depending upon, for example, a subject or sender, an " "email bound for the service desk could land in a sub-queue or be redirected " "to a completely different team to create transparency and give your customer " "the fastest service possible." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add postmaster filters to the system. The postmaster " "filter management screen is available in the *PostMaster Filters* module of " "the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:16 #, check-glossary, rst-text msgid "Postmaster Filter Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:20 #, check-glossary, rst-text msgid "Manage Postmaster Filters" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:24 #, check-glossary, rst-text msgid "" "When adding or editing a postmaster filter, please keep in mind that they " "are evaluated in *ASCIIbetical* order by name." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:26 #, check-glossary, rst-text msgid "To add a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:28 #, check-glossary, rst-text msgid "Click on the *Add PostMaster Filter* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:33 #, check-glossary, rst-text msgid "To edit a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:35 #, check-glossary, rst-text msgid "Click on a postmaster filter in the list of postmaster filters." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:39 #, check-glossary, rst-text msgid "To delete a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:41 #, check-glossary, rst-text msgid "Click on the trash icon in the list of postmaster filters." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:47 #, check-glossary, rst-text msgid "Delete Postmaster Filter Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:51 #, check-glossary, rst-text msgid "" "If several postmaster filters are added to the system, a filter box is " "useful to find a particular postmaster filter by just typing to filter." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:55 #, check-glossary, rst-text msgid "Postmaster Filter Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:63 #, check-glossary, rst-text msgid "Postmaster Filter Settings Example" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:67 #, check-glossary, rst-text msgid "Basic Postmaster Filter Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:72 #, check-glossary, rst-text msgid "Postmaster Filter Settings - Basic" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:81 #, check-glossary, rst-text msgid "" "When adding or editing one of the postmaster filters, remember multiple " "filters may apply to a single mail. Rules are executed and sorted by the " "ASCII value of the names. Based on the sorted order in the overview, they " "are applied from top to bottom. Look at the `ASCII table `__ to see how to sort your names based on the " "*ASCIIbetical* order." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:95 #, check-glossary, rst-text msgid "Stop after match \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:87 #, check-glossary, rst-text msgid "" "Postmaster filters are evaluated in *ASCIIbetical* order. This setting " "defines the evaluation of the subsequent postmaster filters." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:91 #, check-glossary, rst-text msgid "All postmaster filters are executed." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:94 #, check-glossary, rst-text msgid "" "The current postmaster filter is still evaluated, but evaluation of the " "remaining filters is canceled." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:98 #, check-glossary, rst-text msgid "Filter Condition" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:103 #, check-glossary, rst-text msgid "Postmaster Filter Settings - Filter Condition" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:105 #, check-glossary, rst-text msgid "" "A postmaster filter consists of one or more conditions that must be met in " "order for the defined actions to be executed on the email. Filter conditions " "can be defined for specific mail header entries or for strings in the mail " "body." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:204 #, check-glossary, rst-text msgid "Search header field … for value" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:109 #, check-glossary, rst-text msgid "" "Select a mail header or an ``X-OTOBO`` header from the first drop-down list, " "and enter a value as search term for the selected mail header to the second " "field. Even regular expressions can be used for extended pattern matching." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:112 #, check-glossary, rst-text msgid "" "A list of mail header entries can be found in `RFC5322 `_. It is also possible to define ``X-OTOBO`` " "headers as filter condition. The different ``X-OTOBO`` headers and their " "meaning are the following:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:117 #, check-glossary, rst-text msgid "``X-OTOBO-AttachmentCount``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:116 #, check-glossary, rst-text msgid "" "This contains as value the number of attachments which are contained in the " "email (e.g. *0* for mails without attachments)." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:120 #, check-glossary, rst-text msgid "``X-OTOBO-AttachmentExists``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:120 #, check-glossary, rst-text msgid "" "Depending on whether attachments are included in the email this ``X-OTOBO`` " "header is set to ``yes``, or it has a ``no`` value if no attachments are " "included." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:123 #, check-glossary, rst-text msgid "``X-OTOBO-BodyDecrypted``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:123 #, check-glossary, rst-text msgid "" "If the incoming mail was encrypted, it is possible to add a search term to " "look for the body of the incoming encrypted mail." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:126 #, check-glossary, rst-text msgid "``X-OTOBO-CustomerNo``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:126 #, check-glossary, rst-text msgid "Set the customer ID for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:129 #, check-glossary, rst-text msgid "``X-OTOBO-CustomerUser``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:129 #, check-glossary, rst-text msgid "Set the customer user for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:133 #, check-glossary, rst-text msgid "``X-OTOBO-DynamicField-``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:132 #, check-glossary, rst-text msgid "" "Saves an additional information value for the ticket on ** " "dynamic field. The possible values depend on dynamic field configuration " "(e.g. text: *Notebook*, date: *2010-11-20 00:00:00*, integer: *1*)." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:136 #, check-glossary, rst-text msgid "``X-OTOBO-FollowUp-*``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:136 #, check-glossary, rst-text msgid "" "These headers are the same as the ones without the ``FollowUp`` prefix, but " "these headers are applied only for follow-up mails." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:140 #, check-glossary, rst-text msgid "``X-OTOBO-FollowUp-State-Keep``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:139 #, check-glossary, rst-text msgid "" "If set to *1*, the incoming follow-up message will not change the ticket " "state. For this purpose the header can be customized in the system " "configuration using option ``KeepStateHeader``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:143 #, check-glossary, rst-text msgid "``X-OTOBO-Ignore``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:143 #, check-glossary, rst-text msgid "" "If set to ``Yes`` or ``True``, the incoming message will completely be " "ignored and never delivered to the system." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:147 #, check-glossary, rst-text msgid "``X-OTOBO-IsVisibleForCustomer``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:146 #, check-glossary, rst-text msgid "" "Controls if the article is shown to customer users. Possible values are *0* " "or *1*." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:151 #, check-glossary, rst-text msgid "``X-OTOBO-Lock``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:150 #, check-glossary, rst-text msgid "" "Set the lock state of a ticket. Possible values are ``locked`` or " "``unlocked``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:154 #, check-glossary, rst-text msgid "``X-OTOBO-Loop``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:154 #, check-glossary, rst-text msgid "" "If set to ``Yes`` or ``True``, no auto answer is delivered to the sender of " "the message (mail loop protection)." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:157 #, check-glossary, rst-text msgid "``X-OTOBO-Owner``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:157 #, check-glossary, rst-text msgid "Set the agent as owner for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:160 #, check-glossary, rst-text msgid "``X-OTOBO-OwnerID``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:160 #, check-glossary, rst-text msgid "Set the agent ID as owner for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:163 #, check-glossary, rst-text msgid "``X-OTOBO-Priority``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:163 #, check-glossary, rst-text msgid "Set the priority for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:168 #, check-glossary, rst-text msgid "``X-OTOBO-Queue``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:166 #, check-glossary, rst-text msgid "" "Set the queue where the ticket shall be sorted. If this is set, all other " "filter rules that try to sort a ticket into a specific queue are ignored. If " "you use a sub-queue, specify it as *Parent::Sub*." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:171 #, check-glossary, rst-text msgid "``X-OTOBO-Responsible``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:171 #, check-glossary, rst-text msgid "Set the agent as responsible for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:174 #, check-glossary, rst-text msgid "``X-OTOBO-ResponsibleID``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:174 #, check-glossary, rst-text msgid "Set the agent ID as responsible for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:178 #, check-glossary, rst-text msgid "``X-OTOBO-SenderType``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:177 #, check-glossary, rst-text msgid "" "Set the sender type for the ticket. Possible values are ``agent``, " "``system`` or ``customer``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:182 #, check-glossary, rst-text msgid "``X-OTOBO-Service``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:181 #, check-glossary, rst-text msgid "" "Set the service for the ticket. If you use a sub-service, specify it as " "*Parent::Sub*." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:185 #, check-glossary, rst-text msgid "``X-OTOBO-SLA``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:185 #, check-glossary, rst-text msgid "Set the service level agreement for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:188 #, check-glossary, rst-text msgid "``X-OTOBO-State``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:188 #, check-glossary, rst-text msgid "Set the state for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:198 #, check-glossary, rst-text msgid "``X-OTOBO-State-PendingTime``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:191 #, check-glossary, rst-text msgid "" "Set the pending time for the ticket (you should sent a pending state via ``X-" "OTOBO-State``). You can specify absolute dates like *2010-11-20 00:00:00* or " "relative dates, based on the arrival time of the email. Use the form ``+ " "$Number $Unit``, where ``$Unit`` can be *s* (seconds), *m* (minutes), *h* " "(hours) or *d* (days). Only one unit can be specified. Examples of valid " "settings: *+50s* (pending in 50 seconds), *+30m* (30 minutes), *+12d* (12 " "days)." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:197 #, check-glossary, rst-text msgid "" "Settings like *+1d 12h* are not possible. You can specify *+36h* instead." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:201 #, check-glossary, rst-text msgid "``X-OTOBO-Title``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:201 #, check-glossary, rst-text msgid "Set the title for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:204 #, check-glossary, rst-text msgid "``X-OTOBO-Type``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:204 #, check-glossary, rst-text msgid "Set the type for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:208 #, check-glossary, rst-text msgid "" "These headers must be manually injected into the mail by means not provided " "for by OTOBO. OTOBO only accepts ``X-OTOBO`` headers from trusted sources." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:213 #, check-glossary, rst-text msgid "The :ref:`Mail Account Settings` defines the trust level." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:217 #, check-glossary, rst-text msgid "Negate" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:216 #, check-glossary, rst-text msgid "If checked, the condition will use the negate search term." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:220 #, check-glossary, rst-text msgid "Set Email Headers" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:225 #, check-glossary, rst-text msgid "Postmaster Filter Settings - Set Email Headers" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:227 #, check-glossary, rst-text msgid "" "In this section you can choose the actions that are triggered if the filter " "rules match." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:233 #, check-glossary, rst-text msgid "Set email header … with value" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:230 #, check-glossary, rst-text msgid "" "Select an ``X-OTOBO`` header from the first drop-down list, and add a value " "to the second field that should be set as value of the selected ``X-OTOBO`` " "header." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:234 #, check-glossary, rst-text msgid "The ``X-OTOBO`` headers are already described above." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:2 #, check-glossary, rst-text msgid "PostMaster Mail Accounts" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:4 #, check-glossary, rst-text msgid "" "Just as a company doesn't just have one department which receives " "traditional mail, your service desk will also serve multiple teams. Each " "team can have its physical email mailbox." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:7 #, check-glossary, rst-text msgid "" "OTOBO eases setup for email mailboxes. OTOBO manages polling one or multiple " "email mailboxes of any internet standard type." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add mail accounts to the system. The mail account " "management screen is available in the *PostMaster Mail Accounts* module of " "the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:16 #, check-glossary, rst-text msgid "Mail Account Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:20 #, check-glossary, rst-text msgid "" "When fetching mail, OTOBO deletes the mail from the POP or IMAP server. " "There is no option to also keep a copy on the server. If you want to retain " "a copy on the server, you should create forwarding rules on your mail " "server. Please consult your mail server documentation for details." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:27 #, check-glossary, rst-text msgid "" "If you choose IMAP, you can specify a folder for collection. Selective " "dispatching of mails is then possible." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:30 #, check-glossary, rst-text msgid "" "All data for the mail accounts are saved in the OTOBO database. The ``bin/" "otobo.Console.pl Maint::PostMaster::MailAccountFetch`` command uses the " "settings in the database and fetches the mail. You can execute it manually " "to check if all your mail settings are working properly." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:34 #, check-glossary, rst-text msgid "" "On a default installation, the mail is fetched every 10 minutes when the " "OTOBO daemon is running." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:38 #, check-glossary, rst-text msgid "Manage Mail Accounts" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:40 #, check-glossary, rst-text msgid "To add a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:42 #, check-glossary, rst-text msgid "Click on the *Add Mail Account* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:49 #, check-glossary, rst-text msgid "Add Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:51 #, check-glossary, rst-text msgid "To edit a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:53 #, check-glossary, rst-text msgid "Click on a mail account in the list of mail accounts." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:60 #, check-glossary, rst-text msgid "Edit Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:62 #, check-glossary, rst-text msgid "To delete a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:64 #, check-glossary, rst-text msgid "Click on the trash icon in the list of mail accounts." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:70 #, check-glossary, rst-text msgid "Delete Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:74 #, check-glossary, rst-text msgid "" "If several mail accounts are added to the system, a filter box is useful to " "find a particular mail account by just typing to filter." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:78 #, check-glossary, rst-text msgid "Mail Account Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:92 #: ../content/administration-area/ticket-settings/auto-responses.rst:102 #: ../content/administration-area/ticket-settings/templates.rst:92 #, check-glossary, rst-text msgid "Type \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:84 #, check-glossary, rst-text msgid "" "There are different kind of protocols that are used for fetching mail. The " "following protocols are supported:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:87 #, check-glossary, rst-text msgid "IMAP" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:88 #, check-glossary, rst-text msgid "IMAPS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:89 #, check-glossary, rst-text msgid "IMAPTLS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:90 #, check-glossary, rst-text msgid "POP3" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:91 #, check-glossary, rst-text msgid "POP3S" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:92 #, check-glossary, rst-text msgid "POP3TLS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:95 #: ../content/administration-area/users-groups-roles/agents.rst:112 #: ../content/administration-area/users-groups-roles/customer-users.rst:104 #, check-glossary, rst-text msgid "Username \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:95 #, check-glossary, rst-text msgid "The username of the mail account." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:98 #, check-glossary, rst-text msgid "Password \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:98 #, check-glossary, rst-text msgid "The password of the mail account." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:103 #, check-glossary, rst-text msgid "Host \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:101 #, check-glossary, rst-text msgid "" "The host name of the mail account. Specify how the current article subject " "should be dealt with. The following methods are available:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:107 #, check-glossary, rst-text msgid "IMAP Folder" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:106 #, check-glossary, rst-text msgid "" "The folder in the mail account to be fetched. Other folders remain untouched." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:114 #, check-glossary, rst-text msgid "Trusted \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:110 #, check-glossary, rst-text msgid "" "If *Yes* is selected, any ``X-OTOBO`` headers attached to an incoming " "message are evaluated and executed. Because the ``X-OTOBO`` header can " "execute some actions in the ticket system, you should set this option to " "*Yes* only for known senders." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:114 #, check-glossary, rst-text msgid "" "The ``X-OTOBO`` headers are explained in the filter conditions of " ":doc:`postmaster-filters`." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:131 #, check-glossary, rst-text msgid "Dispatching \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:117 #, check-glossary, rst-text msgid "" "The distribution of incoming messages can be controlled if they need to be " "sorted by queue or by the content of the *To:* field." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:127 #, check-glossary, rst-text msgid "Dispatching by email To: field" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:120 #, check-glossary, rst-text msgid "" "The system checks if a queue is linked with the address in the *To:* field " "of the incoming mail. You can link an address to a queue in the :doc:`email-" "addresses` screen. If the address in the *To:* field is linked with a queue, " "the new message will be sorted into the linked queue. If no link is found " "between the address in the *To:* field and any queue, then the message flows " "into the *Raw* queue in the system, which is the postmaster default queue " "after a default installation." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:127 #, check-glossary, rst-text msgid "" "The postmaster default queue can be changed in system configuration setting " "``PostmasterDefaultQueue``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:131 #, check-glossary, rst-text msgid "Dispatching by selected Queue" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:130 #, check-glossary, rst-text msgid "" "All incoming messages will be sorted into the specified queue. The address " "where the mail was sent to is disregarded in this case." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:143 #, check-glossary, rst-text msgid "POP3 and IMAP OAuth2 Authentification" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:145 #, check-glossary, rst-text msgid "" "Authentication via OAuth2 / OpenID Connect is possible by using an " "additional package in OTOBO." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:147 #, check-glossary, rst-text msgid "" "Please install the package **MailAccount-OAuth2** in the OTOBO package " "management." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:151 #, check-glossary, rst-text msgid "" "After installing the package sometimes a restart of the OTOBO webserver or " "container is needed." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:155 #, check-glossary, rst-text msgid "Azure Configuration" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:157 #, check-glossary, rst-text msgid "Go to https://portal.azure.com" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:159 #, check-glossary, rst-text msgid "" "**In the next step switch to ``Azure Active Directory`` and add a new " "``Enterprise Application``:**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:-1 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:203 #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:215 #, check-glossary, rst-text msgid "OAuth2 Azure Configuration" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:167 #, check-glossary, rst-text msgid "**Create your own application**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:172 #, check-glossary, rst-text msgid "**Assign a name to the app**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:177 #, check-glossary, rst-text msgid "" "**The mailbox user must be assigned to the application. You will need the " "Application ID lateron in OTOBO (Attention, the application ID of the " "\"Enterprise APP\" may differ from that of the \"Application Registration\". " "In this case, please use the Application/Client ID of the registration.).**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:183 #, check-glossary, rst-text msgid "**You will also need the domain's tenant ID**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:188 #, check-glossary, rst-text msgid "**In the next step you have to add a new app in App registration.**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:193 #, check-glossary, rst-text msgid "**Create a Redirect URL of type Web and a secret client key.**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:195 #, check-glossary, rst-text msgid "" "Redirect URL = https:///otobo/index.pl?Action=AdminMailAccount" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:203 #, check-glossary, rst-text msgid "" "Please add a new client secret and note the value (not the secret id) as we " "need it later. It will only appear during the creation and you will not be " "able to see it afterwards anymore. Apparently Microsoft only allows a time " "of validity for two years max." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:210 #, check-glossary, rst-text msgid "" "**Switch to ``API permissions`` and add ``IMAP.AccessAsUser.All`` and " "``POP.AccessAsUser.All``**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:215 #, check-glossary, rst-text msgid "" "Please click on \"Add permission\" and choose Microsoft Graph, then new " "delegated permissions in the bar on the right. If Microsoft Graph is no show " "up as like in the screenshot." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:218 #, check-glossary, rst-text msgid "" "**The Azure configuration is now complete. Please check whether port 143 and " "993 are enabled.**" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:223 #, check-glossary, rst-text msgid "OTOBO OAuth2 Configuration" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:225 #, check-glossary, rst-text msgid "" "Please switch to the ``OTOBO Admin Interface -> System Configuration`` now " "and enable the profile / option ``OAuth2::MailAccount::Profiles###Custom1``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:227 #, check-glossary, rst-text msgid "" "In the next step, add the ApplicationID/ClientID and the Client secret (You " "need the value, not the secret id):" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:232 #, check-glossary, rst-text msgid "" "In the option ``OAuth2::MailAccount::Providers###MicrosoftAzure``, please " "adjust the provider. For ``AuthURL`` and ``TokenURL``, the path " "**\"common\"** must be replaced by the TenantID." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:238 #, check-glossary, rst-text msgid "" "Now the desired profile can be selected under Admin -> PostMaster Mail " "Account." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:243 #, check-glossary, rst-text msgid "" "When you save your settings, you will be redirected to the Active Directory " "login. If everything works as it is supposed to, you are redirected to the " "mail account overview after logging in and there is the corresponding " "mailbox. Of course, it says IMAPOAuth2 and not IMAPS." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:249 #, check-glossary, rst-text msgid "" "it is important that you log in with the account that owns the mailbox. " "Otherwise errors can occur. Sometimes it is helpful to use a private tab for " "this." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:253 #, check-glossary, rst-text msgid "" "You can check on the console if fetching mails from the newly created " "account is successful:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:259 #, check-glossary, rst-text msgid "Or for a Docker installation:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:267 #, check-glossary, rst-text msgid "Add ``--debug`` for more verbosity" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:2 #, check-glossary, rst-text msgid "S/MIME Certificates" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:4 #, check-glossary, rst-text msgid "" "Faculty and staff have key roles safeguarding critical information by " "implementing information security policies, standards, and controls. Safe " "email communication is a vital part of protecting this communication." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:13 #, check-glossary, rst-text msgid "" "Use this screen to add S/MIME certificates to the system. The S/MIME " "management screen is available in the *S/MIME Certificates* module of the " "*Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:19 #, check-glossary, rst-text msgid "S/MIME Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:23 #, check-glossary, rst-text msgid "Manage S/MIME Certificates" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:27 #, check-glossary, rst-text msgid "" "To be able to use S/MIME certificates in OTOBO, you have to activate its " "setting first." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:0 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:32 #, check-glossary, rst-text msgid "Enable S/MIME Support" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:34 #, check-glossary, rst-text msgid "To add an S/MIME certificate:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:36 #, check-glossary, rst-text msgid "Click on the *Add Certificate* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:38 #, check-glossary, rst-text msgid "Select an S/MIME certificate from the file system." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:44 #, check-glossary, rst-text msgid "Add S/MIME Certificate Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:48 #, check-glossary, rst-text msgid "" "Only non binary keys contain ASCII (Base64) armored data started with a " "``----- BEGIN CERTIFICATE -----`` line can be uploaded which are most " "commonly ``key.pem`` or ``root.crt``. Conversion of other formats like " "``cert.p7b`` must be done using OpenSSL." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:50 #, check-glossary, rst-text msgid "To add a private key:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:52 #, check-glossary, rst-text msgid "Click on the *Add Private Key* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:54 #, check-glossary, rst-text msgid "Select a private key from the file system." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:60 #, check-glossary, rst-text msgid "Add S/MIME Private Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:62 #, check-glossary, rst-text msgid "To delete an S/MIME certificate:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:64 #, check-glossary, rst-text msgid "Click on the trash icon in the list of S/MIME certificates." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:70 #, check-glossary, rst-text msgid "Delete S/MIME Certificate Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:74 #, check-glossary, rst-text msgid "" "If several S/MIME certificates are added to the system, use the filter box " "to find a particular S/MIME certificate by just typing the name to filter." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:78 #, check-glossary, rst-text msgid "S/MIME Configuration Options" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:80 #, check-glossary, rst-text msgid "``Core → Crypt → SMIME``" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:2 #, check-glossary, rst-text msgid "Ticket Notifications" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:4 #, check-glossary, rst-text msgid "" "Streamlining communication can save hours of labor and prevent mistakes. " "Sending certain messages at pre-defined stages of communication not only " "keeps the customer and agents informed about specific events, but it can " "also aid your agents by programmatically doing automated updates to the " "customer." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:7 #, check-glossary, rst-text msgid "" "The flexible OTOBO is an industry leader in email communication and offers " "you complete control of notifications based on any event in your system." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:9 #, check-glossary, rst-text msgid "" "Use this screen to add ticket notifications to the system. In a fresh OTOBO " "installation several ticket notifications are already added by default. The " "ticket notification management screen is available in the *Ticket " "Notifications* module of the *Communication & Notifications* group." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:16 #, check-glossary, rst-text msgid "Ticket Notification Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:20 #, check-glossary, rst-text msgid "Manage Ticket Notifications" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:22 #, check-glossary, rst-text msgid "To add a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:25 #, check-glossary, rst-text msgid "" "Fill in the required fields as explained in :ref:`Ticket Notification " "Settings`." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:28 #, check-glossary, rst-text msgid "To edit a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:30 #, check-glossary, rst-text msgid "Click on a ticket notification in the list of ticket notifications." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:31 #, check-glossary, rst-text msgid "Modify the fields as explained in :ref:`Ticket Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:34 #, check-glossary, rst-text msgid "To delete a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:36 #, check-glossary, rst-text msgid "Click on the trash icon in the list of ticket notifications." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:42 #, check-glossary, rst-text msgid "Delete Ticket Notification Screen" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:44 #, check-glossary, rst-text msgid "To export all ticket notifications:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:51 #, check-glossary, rst-text msgid "" "Certain settings are exported as numeric IDs and will break when importing " "to a system where these settings do not appear or reference other named " "items." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:53 #, check-glossary, rst-text msgid "To import ticket notifications:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:62 #, check-glossary, rst-text msgid "Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:69 #, check-glossary, rst-text msgid "" "For an example, see a default ticket notification which is included in a " "fresh OTOBO installation." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:73 #, check-glossary, rst-text msgid "Basic Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:78 #, check-glossary, rst-text msgid "Ticket Notification Settings - Basic" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:0 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:108 #, check-glossary, rst-text msgid "Personal Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:119 #, check-glossary, rst-text msgid "Events" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:124 #, check-glossary, rst-text msgid "Ticket Notification Settings - Events" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:129 #, check-glossary, rst-text msgid "Event" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:127 #, check-glossary, rst-text msgid "" "Here you can choose which events will trigger this notification. An " "additional ticket filter can be applied below to only send for tickets with " "certain criteria." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:132 #, check-glossary, rst-text msgid "Ticket Filter [1]_" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:137 #, check-glossary, rst-text msgid "Ticket Notification Settings - Ticket Filter" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:139 #, check-glossary, rst-text msgid "" "This widget can optionally be used to narrow the list of tickets by matching " "configured values:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:143 #, check-glossary, rst-text msgid "" "The values in this list can grow as your system grows. The more :doc:`../" "processes-automation/dynamic-fields` are and features you have in your " "system, the longer the list will be." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:147 #, check-glossary, rst-text msgid "State" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:147 #, check-glossary, rst-text msgid "Filter for a state of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:150 #, check-glossary, rst-text msgid "Priority" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:150 #, check-glossary, rst-text msgid "Filter for a priority of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:153 #, check-glossary, rst-text msgid "Queue" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:153 #, check-glossary, rst-text msgid "Filter for a queue in which the ticket is located." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:156 #, check-glossary, rst-text msgid "Lock" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:156 #, check-glossary, rst-text msgid "Filter for a lock state of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:159 #, check-glossary, rst-text msgid "Customer ID" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:159 #, check-glossary, rst-text msgid "Filter for a customer ID of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:162 #, check-glossary, rst-text msgid "Customer User ID" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:162 #, check-glossary, rst-text msgid "Filter for a customer user ID of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:167 #: ../content/administration-area/processes-automation/dynamicfields.rst:2 #, check-glossary, rst-text msgid "Dynamic Fields" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:165 #, check-glossary, rst-text msgid "" "Filter for some dynamic fields added to the system. For the complete list of " "dynamic fields see the :doc:`../processes-automation/dynamic-fields` chapter." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:170 #, check-glossary, rst-text msgid "Article Filter [1]_" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:175 #, check-glossary, rst-text msgid "Ticket Notification Settings - Article Filter" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:179 #, check-glossary, rst-text msgid "" "This widget works only if ``ArticleCreate`` or ``ArticleSend`` is selected " "in the *Events* widget." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:183 #, check-glossary, rst-text msgid "Article sender type" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:182 #, check-glossary, rst-text msgid "" "Filter for the sender type of the ticket. Possible values are *agent*, " "*system* or *customer*." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:187 #, check-glossary, rst-text msgid "Customer visibility" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:186 #, check-glossary, rst-text msgid "" "Filter for the customer visibility. Possible values are *Invisible to " "customer* or *Visible to customer*." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:191 #, check-glossary, rst-text msgid "Communication channel" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:190 #, check-glossary, rst-text msgid "" "Filter for the communication channel. Possible values are *Chat*, *Email*, " "*OTOBO*, *Phone* or *SMS*." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:195 #, check-glossary, rst-text msgid "Include attachments to notification" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:194 #, check-glossary, rst-text msgid "" "If *Yes* is selected, attachments will be included to notification. " "Selecting *No* will not use this feature." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:198 #, check-glossary, rst-text msgid "Attachment Name" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:198 #, check-glossary, rst-text msgid "Filter for attachment name." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:201 #, check-glossary, rst-text msgid "Bcc" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:201 #, check-glossary, rst-text msgid "Filter for blind carbon copy field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:204 #, check-glossary, rst-text msgid "Body" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:204 #, check-glossary, rst-text msgid "Filter for body text." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:207 #, check-glossary, rst-text msgid "Cc" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:207 #, check-glossary, rst-text msgid "Filter for carbon copy field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:210 #, check-glossary, rst-text msgid "From" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:210 #, check-glossary, rst-text msgid "Filter for the sender field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:213 #, check-glossary, rst-text msgid "Subject" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:213 #, check-glossary, rst-text msgid "Filter for the subject field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:216 #, check-glossary, rst-text msgid "To" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:216 #, check-glossary, rst-text msgid "Filter for the main recipients field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:219 #, check-glossary, rst-text msgid "SMS phone number" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:219 #, check-glossary, rst-text msgid "Filter for an SMS phone number." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:222 #, check-glossary, rst-text msgid "SMS text" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:222 #, check-glossary, rst-text msgid "Filter for the SMS text." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:226 #, check-glossary, rst-text msgid "SMS transaction number" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:225 #, check-glossary, rst-text msgid "Filter for an SMS transaction number." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:229 #, check-glossary, rst-text msgid "Ticket Notification Recipients" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:234 #, check-glossary, rst-text msgid "Ticket Notification Settings - Recipients" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:240 #, check-glossary, rst-text msgid "Agent who created the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:241 #, check-glossary, rst-text msgid "Agent who is responsible for the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:242 #, check-glossary, rst-text msgid "Agent who owns the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:243 #, check-glossary, rst-text msgid "All agents subscribed to both the ticket's queue and service" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:244 #, check-glossary, rst-text msgid "All agents subscribed to the ticket's queue" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:245 #, check-glossary, rst-text msgid "All agents subscribed to the ticket's service" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:246 #, check-glossary, rst-text msgid "All agents watching the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:247 #, check-glossary, rst-text msgid "All agents with write permission for the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:248 #, check-glossary, rst-text msgid "All recipients of the first article" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:249 #, check-glossary, rst-text msgid "All recipients of the last article" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:250 #, check-glossary, rst-text msgid "Customer user of the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:265 #, check-glossary, rst-text msgid "" "Notify users just once per day about a single ticket using a selected " "transport. If this is the first notification about a ticket, then the " "notification will be sent. If a notification was already sent before and " "this option is checked, the OTOBO daemon will check the time the last " "notification was sent. If there was no notification sent in the last 24 " "hours, the notification will be sent again." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:272 #, check-glossary, rst-text msgid "Capability to Send Ticket Notifications Only During Working Hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:274 #, check-glossary, rst-text msgid "" "A new option has been added to the ticket notification settings. Now, within " "the recipient's section, an additional field named \"Calendar\" is displayed." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:281 #, check-glossary, rst-text msgid "Recipient block configuration" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:284 #, check-glossary, rst-text msgid "" "This field allows for the selection of whether notifications should be sent " "to recipients during working hours or outside of them:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:286 #, check-glossary, rst-text msgid "" "Selecting the option for working hours will result in notifications being " "sent only during the established work schedule." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:292 #, check-glossary, rst-text msgid "Option working hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:295 #, check-glossary, rst-text msgid "" "Conversely, choosing the non-working hours option will result in " "notifications being sent outside of the defined working hours." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:301 #, check-glossary, rst-text msgid "Option outside working hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:305 #, check-glossary, rst-text msgid "Ticket Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:310 #, check-glossary, rst-text msgid "Ticket Notification Settings - Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:377 #, check-glossary, rst-text msgid "Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:382 #, check-glossary, rst-text msgid "Ticket Notification Settings - Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:406 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:415 #, check-glossary, rst-text msgid "Ticket Notification Variables" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:417 #: ../content/administration-area/ticket-settings/auto-responses.rst:128 #: ../content/administration-area/ticket-settings/templates.rst:127 #, check-glossary, rst-text msgid "" "For example, the variable ```` expands to the " "ticket number allowing a template to include something like the following." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:429 #, check-glossary, rst-text msgid "Use of regular expressions as a filter do not work here." msgstr "" #: ../content/administration-area/introduction.rst:2 #, check-glossary, rst-text msgid "Introduction" msgstr "" #: ../content/administration-area/introduction.rst:4 #, check-glossary, rst-text msgid "" "OTOBO is an open source ticket request system with many features to manage " "customer telephone calls and emails. It is distributed under the GNU General " "Public License (GPL) and tested on various Linux platforms. Do you receive " "many emails and want to answer them with a team of agents?" msgstr "" #: ../content/administration-area/introduction.rst:10 #, check-glossary, rst-text msgid "About This Manual" msgstr "" #: ../content/administration-area/introduction.rst:12 #, check-glossary, rst-text msgid "" "This manual is intended for use by OTOBO administrators. The chapters " "describe the administration of the OTOBO software. The administrator " "interface is available in the *Admin* menu item of the main menu, when you " "logged in as an administrator. Administrators are users, who are member of " "the *admin* group." msgstr "" #: ../content/administration-area/introduction.rst:20 #, check-glossary, rst-text msgid "Administrator Interface" msgstr "" #: ../content/administration-area/introduction.rst:22 #, check-glossary, rst-text msgid "" "The administrator interface contains several modules collected into groups. " "Use the filter box in the left sidebar to find a particular module by just " "typing the name to filter." msgstr "" #: ../content/administration-area/introduction.rst:25 #, check-glossary, rst-text msgid "" "This manual shows the configuration possibilities needed to solve common " "problems. The chapters:" msgstr "" #: ../content/administration-area/introduction.rst:28 #, check-glossary, rst-text msgid "" "Identify a typical use-case for the administrator, to aid in orientation, " "and explain **what** OTOBO does to provide a solution (**warranty**)." msgstr "" #: ../content/administration-area/introduction.rst:29 #, check-glossary, rst-text msgid "" "Direct you **how** to configure OTOBO to fit your use-case (**utility**)." msgstr "" #: ../content/administration-area/introduction.rst:31 #, check-glossary, rst-text msgid "" "The chapters are the same as the modules in the administrator interface. The " "order of the chapters are also the same as they are displayed alphabetically " "in the (English) administrator interface. However, the steps to do to " "configure a fresh new OTOBO installation is different from this order. We " "recommend to configure OTOBO to do the steps as explained below." msgstr "" #: ../content/administration-area/introduction.rst:38 #, check-glossary, rst-text msgid "Getting Started" msgstr "" #: ../content/administration-area/introduction.rst:42 #, check-glossary, rst-text msgid "" "The installation of OTOBO is explained in a separate `Installation Guide " "`__. " "To install OTOBO or upgrade OTOBO from a previous version, follow the steps " "described there." msgstr "" #: ../content/administration-area/introduction.rst:44 #, check-glossary, rst-text msgid "" "After the installation of OTOBO is finished, you can login to the system " "with user ``root@localhost`` and using the generated password." msgstr "" #: ../content/administration-area/introduction.rst:46 #, check-glossary, rst-text msgid "" "A fresh new OTOBO installation contains only the default settings. You need " "to customize your system to work properly and meet your needs." msgstr "" #: ../content/administration-area/introduction.rst:49 #, check-glossary, rst-text msgid "" "First, you need to check some :doc:`administration/system-configuration` and " "modify the values, if needed. ``FQDN``, ``SystemID`` and ``SendmailModule`` " "are the most important. Defining ``TimeWorkingHours`` and " "``TimeVacationDays`` are also needed to calculate the escalation times " "correctly in OTOBO." msgstr "" #: ../content/administration-area/introduction.rst:53 #, check-glossary, rst-text msgid "" "Then, open the :doc:`communication-notifications/postmaster-mail-accounts` " "module to add email addresses used by the system. For sending email, you can " "add more :doc:`communication-notifications/email-addresses`." msgstr "" #: ../content/administration-area/introduction.rst:56 #, check-glossary, rst-text msgid "" "To improve the security, :doc:`communication-notifications/pgp-keys` or " ":doc:`communication-notifications/s-mime-certificates` can be used for " "encryption of emails." msgstr "" #: ../content/administration-area/introduction.rst:58 #, check-glossary, rst-text msgid "" "Let's continue with users, but you might need to add some :doc:`users-groups-" "roles/groups` and/or :doc:`users-groups-roles/roles` to the system first. It " "is recommended to create new groups for each main queues. There are some " "groups in your OTOBO, but no roles are defined by default. You can add " "roles, if needed, and you can set the :doc:`users-groups-roles/roles-groups` " "relations." msgstr "" #: ../content/administration-area/introduction.rst:63 #, check-glossary, rst-text msgid "" "The next step is to add :doc:`users-groups-roles/agents` to the system and " "set the :doc:`users-groups-roles/agents-groups` and/or :doc:`users-groups-" "roles/agents-roles` relations." msgstr "" #: ../content/administration-area/introduction.rst:65 #, check-glossary, rst-text msgid "" "Now you can add :doc:`users-groups-roles/customers` and :doc:`users-groups-" "roles/customer-users`. Customers are companies and customer users are the " "employees of the company." msgstr "" #: ../content/administration-area/introduction.rst:69 #, check-glossary, rst-text msgid "" "Both agents and customer users can log in using Active Directory or LDAP for " "authentication. In these cases doesn't need to add users manually." msgstr "" #: ../content/administration-area/introduction.rst:72 #, check-glossary, rst-text msgid "" "Like for agents, customers users can also assign to groups using the " ":doc:`users-groups-roles/customer-users-groups` management screen. " "Similarly, :doc:`users-groups-roles/customer-users-customers` relations can " "also be set." msgstr "" #: ../content/administration-area/introduction.rst:75 #, check-glossary, rst-text msgid "" "Your OTOBO installation already contains a standard salutation and a " "standard signature, but you might need to edit them or create new " ":doc:`ticket-settings/salutations` and :doc:`ticket-settings/signatures`. " "Queues can not be created without salutations and signatures, and only one " "salutation and signature can be assigned to a queue." msgstr "" #: ../content/administration-area/introduction.rst:77 #, check-glossary, rst-text msgid "" "After system addresses, salutations, signatures, groups are set, you can " "continue the setup with :doc:`ticket-settings/queues`. Each queue has to " "assign to a group, and only the group members can see the tickets in the " "assigned queue." msgstr "" #: ../content/administration-area/introduction.rst:79 #, check-glossary, rst-text msgid "" "Now you can add :doc:`ticket-settings/auto-responses` and assign them to " "queues using the :doc:`ticket-settings/queues-auto-responses` management " "screen. Your OTOBO installation already contains some automatic responses, " "you can use or edit them instead of create new ones." msgstr "" #: ../content/administration-area/introduction.rst:82 #, check-glossary, rst-text msgid "" "To reduce the time needed for answering the tickets, :doc:`ticket-settings/" "templates` can be created." msgstr "" #: ../content/administration-area/introduction.rst:84 #, check-glossary, rst-text msgid "" "Normal templates can contain :doc:`ticket-settings/attachments`, and you can " "assign the uploaded attachments to templates using the :doc:`ticket-settings/" "templates-attachments` management screen." msgstr "" #: ../content/administration-area/introduction.rst:86 #, check-glossary, rst-text msgid "" "When templates are created, you can set the templates to use in queues in " "the :doc:`ticket-settings/templates-queues` management screen." msgstr "" #: ../content/administration-area/introduction.rst:88 #, check-glossary, rst-text msgid "" "You need to review the default :doc:`ticket-settings/priorities`, " ":doc:`ticket-settings/states` and :doc:`ticket-settings/types`, and add new " "elements, if needed." msgstr "" #: ../content/administration-area/introduction.rst:90 #, check-glossary, rst-text msgid "" "The customer requests can be categorize into services. If you would like to " "use this possibility, then create some :doc:`ticket-settings/services` and " "set the :doc:`users-groups-roles/customer-users-services` relations. " "Furthermore, :doc:`ticket-settings/service-level-agreements` can be assign " "to the services." msgstr "" #: ../content/administration-area/introduction.rst:94 #, check-glossary, rst-text msgid "" "Now you can add some notifications to be received by agents, if particular " "events occur. You can do this in the :doc:`communication-notifications/" "ticket-notifications` screen." msgstr "" #: ../content/administration-area/introduction.rst:97 #, check-glossary, rst-text msgid "" "To help agents to organize appointments, you can setup the " ":doc:`administration/calendars` and the :doc:`communication-notifications/" "appointment-notifications`." msgstr "" #: ../content/administration-area/introduction.rst:99 #, check-glossary, rst-text msgid "" "Tickets, articles and other objects in OTOBO can be extended with " ":doc:`processes-automation/dynamic-fields` or can be reduced with " ":doc:`processes-automation/access-control-lists`." msgstr "" #: ../content/administration-area/introduction.rst:101 #, check-glossary, rst-text msgid "" "Without doing everything manually, the number of failure can be reduced. " "Automatize some process in OTOBO using :doc:`processes-automation/generic-" "agent` jobs or creating processes with :doc:`processes-automation/process-" "management`. The incoming emails can be pre-processed and dispatched " "automatically by defining some :doc:`communication-notifications/postmaster-" "filters`." msgstr "" #: ../content/administration-area/introduction.rst:104 #, check-glossary, rst-text msgid "" "If external systems need to integrate with OTOBO, :doc:`processes-automation/" "web-services` will be very useful for this." msgstr "" #: ../content/administration-area/introduction.rst:106 #, check-glossary, rst-text msgid "" "However OTOBO has many features by default, you can extend the functionality " "by installing packages with the :doc:`administration/package-manager`." msgstr "" #: ../content/administration-area/introduction.rst:110 #, check-glossary, rst-text msgid "Become OTOBO Expert" msgstr "" #: ../content/administration-area/introduction.rst:112 #, check-glossary, rst-text msgid "" "The next chapters of this manual describe the features and configuration " "settings of OTOBO more detailed and give you a good overview of " ":doc:`administration/system-configuration`, that can be adjusted to modify " "the behavior of OTOBO." msgstr "" #: ../content/administration-area/otobo-services.rst:2 #, check-glossary, rst-text msgid "OTOBO Team Services" msgstr "" #: ../content/administration-area/otobo-services.rst:4 #, check-glossary, rst-text msgid "" "This section describes the functionality of your OTOBO to support you OTOBO " "service partner. Regardless whether this is Rother OSS, an OTOBO Partner, or " "any other service provider of your choosing." msgstr "" #: ../content/administration-area/otobo-services.rst:9 #, check-glossary, rst-text msgid "Support Data Collector" msgstr "" #: ../content/administration-area/otobo-services.rst:11 #, check-glossary, rst-text msgid "" "The Support Data Collector is used to collect characteristic data of your " "OTOBO installation. Use this screen to review the data and download it as a " "bundle." msgstr "" #: ../content/administration-area/otobo-services.rst:17 #, check-glossary, rst-text msgid "Download Support Bundle Screen" msgstr "" #: ../content/administration-area/otobo-services.rst:19 #, check-glossary, rst-text msgid "To generate a support bundle:" msgstr "" #: ../content/administration-area/otobo-services.rst:21 #, check-glossary, rst-text msgid "Click on the *Generate Support Bundle* button in the left sidebar." msgstr "" #: ../content/administration-area/otobo-services.rst:22 #, check-glossary, rst-text msgid "" "Send the bundle to your admin email address of download it as a `.tar.gz`." msgstr "" #: ../content/administration-area/otobo-services.rst:27 #, check-glossary, rst-text msgid "Download Support Bundle Dialog" msgstr "" #: ../content/administration-area/otobo-services.rst:29 #, check-glossary, rst-text msgid "" "You may just unpack the bundle and inspect it's content. The bundle contains:" msgstr "" #: ../content/administration-area/otobo-services.rst:32 #, check-glossary, rst-text msgid "All information rendered on this site: ``SupportData.json``." msgstr "" #: ../content/administration-area/otobo-services.rst:33 #, check-glossary, rst-text msgid "A list of all installed packages: ``InstalledPackages.csv``." msgstr "" #: ../content/administration-area/otobo-services.rst:34 #, check-glossary, rst-text msgid "A list of all modified settings: ``ModifiedSettings.csv``." msgstr "" #: ../content/administration-area/otobo-services.rst:35 #, check-glossary, rst-text msgid "A snapshot of all modified files in the system: ``application.tar.gz``." msgstr "" #: ../content/administration-area/otobo-services.rst:38 #, check-glossary, rst-text msgid "Passwords are redacted in the generated bundle." msgstr "" #: ../content/administration-area/otobo-services.rst:42 #, check-glossary, rst-text msgid "Collected Data" msgstr "" #: ../content/administration-area/otobo-services.rst:44 #, check-glossary, rst-text msgid "" "The screen contains several sections. Each section has some entries " "accompanied by a traffic light, that indicates the following:" msgstr "" #: ../content/administration-area/otobo-services.rst:47 #, check-glossary, rst-text msgid "Gray LED is *informational* only." msgstr "" #: ../content/administration-area/otobo-services.rst:48 #, check-glossary, rst-text msgid "Green LED means that the values is within good range." msgstr "" #: ../content/administration-area/otobo-services.rst:49 #, check-glossary, rst-text msgid "" "Yellow LED means notification, you have to check the value, but it is not an " "error." msgstr "" #: ../content/administration-area/otobo-services.rst:50 #, check-glossary, rst-text msgid "Red LED means error, you have to do something to solve the issue." msgstr "" #: ../content/administration-area/otobo-services.rst:54 #, check-glossary, rst-text msgid "Cloud Services" msgstr "" #: ../content/administration-area/otobo-services.rst:57 #, check-glossary, rst-text msgid "" "Rother OSS does not collect any data of your OTOBO. There are no cloud " "services you may register to at this point." msgstr "" #: ../content/administration-area/processes-automation.rst:2 #, check-glossary, rst-text msgid "Processes & Automation" msgstr "" #: ../content/administration-area/processes-automation.rst:4 #, check-glossary, rst-text msgid "" "Working effectively with tickets requires more than just the possibility to " "manually change their state, add information, communicate with other persons " "and finally close the tickets." msgstr "" #: ../content/administration-area/processes-automation.rst:6 #, check-glossary, rst-text msgid "" "Automation frees agents from reoccurring and time-consuming tasks and allows " "them to focus on activities, where their interaction is required." msgstr "" #: ../content/administration-area/processes-automation.rst:8 #, check-glossary, rst-text msgid "" "Process management guides customer users and agents through ticket creation " "to closure ensuring that tickets take defined workflows at any time." msgstr "" #: ../content/administration-area/processes-automation.rst:10 #, check-glossary, rst-text msgid "" "OTOBO offers many options to automate tasks based on events, time, external " "systems and defined processes. OTOBO also includes the possibility to add " "individual information types to tickets and help agents to lower their error " "rate when working with tickets by allowing only defined activities for " "tickets in specific states." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:2 #, check-glossary, rst-text msgid "Access Control Lists (ACL)" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:4 #, check-glossary, rst-text msgid "" "Working with tickets can become a bewildering task. Many options are given " "to process, or close tickets, even if they are not needed in the current " "state of a ticket or due to the role of the current agent. Hiding unneeded " "entries cleans up the menu bar and gets it easier to work with, hiding " "values from dynamic fields or next queues lowers chance of human error." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:8 #, check-glossary, rst-text msgid "" "OTOBO uses access control lists (ACL) to restrict agents and customer users " "on ticket options, allowing only correct and meaningful activities with a " "ticket. OTOBO administrators can easily generate ACLs in the graphical " "interface to prevent ticket closure until meeting specific requirements, " "prevent tickets from being moved to queues before adding the defined " "information and much more." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to manage access control lists in the system. A fresh OTOBO " "installation contains no access control lists by default. The access control " "lists management screen is available in the *Access Control Lists (ACL)* " "module of the *Processes & Automation* group." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:18 #, check-glossary, rst-text msgid "ACL Management Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:22 #, check-glossary, rst-text msgid "Manage Access Control Lists" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:26 #, check-glossary, rst-text msgid "" "When creating some access control lists, please keep in mind that they are " "executed alphabetically as displayed in the access control lists overview." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:30 #, check-glossary, rst-text msgid "ACL restrictions will be ignored for the superuser account (UserID 1)." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:32 #, check-glossary, rst-text msgid "To create a new ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:34 #, check-glossary, rst-text msgid "Click on the *Create New ACL* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:37 #, check-glossary, rst-text msgid "You will be redirected to *Edit ACL* screen to edit the ACL structure." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:42 #, check-glossary, rst-text msgid "Create New ACL Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:44 #, check-glossary, rst-text msgid "To edit an ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:46 #, check-glossary, rst-text msgid "" "Click on an ACL in the list of ACLs or you are already redirected here from " "*Create New ACL* screen." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:47 #, check-glossary, rst-text msgid "Modify the fields and the ACL structure." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:49 #: ../content/administration-area/processes-automation/access-control-lists.rst:64 #, check-glossary, rst-text msgid "Deploy all ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:54 #, check-glossary, rst-text msgid "Edit ACL Structure Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:56 #, check-glossary, rst-text msgid "To delete an ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:58 #, check-glossary, rst-text msgid "Click on an ACL in the list of ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:59 #, check-glossary, rst-text msgid "Set the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:60 #, check-glossary, rst-text msgid "" "Click on the *Save* button. A new *Delete Invalid ACL* button will appear in " "the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:62 #, check-glossary, rst-text msgid "Click on the *Delete Invalid ACL* button." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:63 #: ../content/administration-area/processes-automation/process-management.rst:54 #, check-glossary, rst-text msgid "Click on the *Delete* button in the confirmation screen." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:68 #, check-glossary, rst-text msgid "" "ACLs are written into ``ZZZACL.pm`` file in Perl format. Without deploying, " "all ACLs are still in this cache file even if they are deleted or the " "*Validity* option is set to *invalid* or *invalid-temporarily*. Don't forget " "to deploy all ACLs after modifications!" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:71 #, check-glossary, rst-text msgid "To deploy all ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:73 #, check-glossary, rst-text msgid "Click on the *Deploy ACLs* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:77 #, check-glossary, rst-text msgid "" "New or modified ACLs have to deploy in order to make affect the behavior of " "the system. Setting the *Validity* option to *valid* just indicates, which " "ACLs should be deployed." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:80 #, check-glossary, rst-text msgid "To export all ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:82 #, check-glossary, rst-text msgid "Click on the *Export ACLs* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:83 #, check-glossary, rst-text msgid "Choose a location in your computer to save the ``Export_ACL.yml`` file." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:85 #, check-glossary, rst-text msgid "To import ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:89 #, check-glossary, rst-text msgid "" "Click on the *Overwrite existing ACLs?* checkbox, if you would like to " "overwrite the existing ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:90 #, check-glossary, rst-text msgid "Click on the *Import ACL configuration(s)* button." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:91 #, check-glossary, rst-text msgid "Deploy the imported ACLs with *Deploy ACLs* button." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:95 #, check-glossary, rst-text msgid "" "If several ACLs are added to the system, use the filter box to find a " "particular ACL by just typing the name to filter." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:99 #: ../content/administration-area/ticket-settings/priorities.rst:92 #: ../content/administration-area/ticket-settings/queues.rst:74 #: ../content/administration-area/ticket-settings/services.rst:62 #: ../content/administration-area/ticket-settings/states.rst:114 #, check-glossary, rst-text msgid "" "Changing the name of this object should be done with care, the check only " "provides verification for certain settings and ignores things where the name " "can't be verified. Some examples are dashboard filters, action control lists " "(ACLs), and processes (sequence flow actions) to name a few. Documentation " "of your setup is key to surviving a name change." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:105 #, check-glossary, rst-text msgid "ACL Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:120 #: ../content/administration-area/processes-automation/web-services.rst:141 #, check-glossary, rst-text msgid "Description" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:120 #: ../content/administration-area/processes-automation/web-services.rst:141 #, check-glossary, rst-text msgid "Like comment, but longer text can be added here." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:124 #, check-glossary, rst-text msgid "Stop after match" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:123 #, check-glossary, rst-text msgid "" "ACLs are evaluated in alphabetical order. This setting disables the " "evaluation of the subsequent ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:132 #, check-glossary, rst-text msgid "Edit ACL Structure" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:134 #, check-glossary, rst-text msgid "" "The ACL definition can be split into two big parts, *Match settings* and " "*Change settings*. In the matching sections the ACLs contain attributes that " "has to be met in order to use the ACL. If the attributes defined in the ACL " "do not match with the attributes that are sent, then the ACL does not take " "any affect, but any other match ACL will. The change sections contain the " "rules to reduce the possible options for a ticket." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:141 #, check-glossary, rst-text msgid "Match settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:146 #, check-glossary, rst-text msgid "``Properties``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:144 #, check-glossary, rst-text msgid "" "This section contains matching options that can be changed on the fly. For " "example on a ticket creation time the data of the ticket changes dynamically " "as the agent sets the information. If an ACL is set to match a ticket " "attribute then only when the matching attribute is selected the ACL will be " "active and might reduce other ticket attributes, but as soon as another " "value is selected the ACL will not take any affect." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:151 #, check-glossary, rst-text msgid "``PropertiesDatabase``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:149 #, check-glossary, rst-text msgid "" "This section is similar to ``Properties`` but does not take changes in " "ticket attributes that are not saved into the database, this means that " "changing an attribute without submit will not make any effect. This section " "is not use for ticket creation screens (as tickets are not yet created in " "the database)." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:154 #, check-glossary, rst-text msgid "Change settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:157 #, check-glossary, rst-text msgid "``Possible``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:157 #, check-glossary, rst-text msgid "" "This section is used to reset the data to be reduce to only the elements " "that are set in this section." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:161 #, check-glossary, rst-text msgid "``PossibleAdd``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:160 #, check-glossary, rst-text msgid "" "This section is used to add missing elements that were reduced in other " "ACLs. This section is only used in together with other ACLs that have " "``Possible`` or ``PossibleNot`` sections." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:166 #, check-glossary, rst-text msgid "``PossibleNot``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:164 #, check-glossary, rst-text msgid "" "This section is used to remove specific elements from the current data. It " "could be used stand alone or together with other ACLs with a ``Possible`` or " "``PossibleAdd`` sections." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:169 #, check-glossary, rst-text msgid "Modifiers" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:171 #, check-glossary, rst-text msgid "" "In order to make the development of ACLs easier and more powerful there is a " "set of so called modifiers for the attributes on each section. This " "modifiers are explained below:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:175 #, check-glossary, rst-text msgid "``[Not]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:175 #, check-glossary, rst-text msgid "" "This modifier is used to negate a value, for example ``[Not]2 low``. Talking " "about priorities will be the same as to have: *1 very low*, *3 normal*, *4 " "high*, *5 very high*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:178 #, check-glossary, rst-text msgid "``[RegExp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:178 #, check-glossary, rst-text msgid "" "It is used to define a regular expression for matching several values, for " "example ``[RegExp]low``. In this case talking about priorities is the same " "as *1 very low*, *2 low*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:181 #, check-glossary, rst-text msgid "``[regexp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:181 #, check-glossary, rst-text msgid "It is very similar to ``[RegExp]`` but it is case insensitive." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:184 #, check-glossary, rst-text msgid "``[NotRegExp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:184 #, check-glossary, rst-text msgid "" "Negated regular expressions, for example ``[NotRegExp]low``. Talking about " "priorities is the same as *3 normal*, *4 high*, *5 very high*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:188 #, check-glossary, rst-text msgid "``[Notregexp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:187 #, check-glossary, rst-text msgid "It is very similar to ``[NotRegExp]`` but it is case insensitive." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:191 #, check-glossary, rst-text msgid "ACL Examples" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:195 #, check-glossary, rst-text msgid "Move Ticket to Queue Based on Priority" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:197 #, check-glossary, rst-text msgid "" "This example shows you how to allow movement into a queue of only those " "tickets with ticket priority *5 very high*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:199 #, check-glossary, rst-text msgid "" "First, it needs to have a name. In this case, it is *100-Example-ACL*. Note " "that the ACLs will be numerically sorted before execution, so you should use " "the names carefully. The comment and the description fields are optional." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:206 #, check-glossary, rst-text msgid "100-Example-ACL - Basic Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:208 #, check-glossary, rst-text msgid "" "Secondly, you have a *Properties* section which is a filter for your " "tickets. All the criteria defined here will be applied to a ticket to " "determine if the ACL must be applied or not. In our example, a ticket will " "match if it is in the queue *Raw* and has priority *5 very high*. This is " "also affected by changes in the form (e. g. if the ticket is the queue *Raw* " "and had a priority *3 normal* at this moment the ACL will not match, but " "then priority drop-down is selected and the priority is changed now to *5 " "very high* then will also match)." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:215 #, check-glossary, rst-text msgid "100-Example-ACL - Match Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:217 #, check-glossary, rst-text msgid "" "Lastly, a section *Possible* defines modifications to the screens. In this " "case, from the available queues, only the queue *Alert* can be selected in a " "ticket screen." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:223 #, check-glossary, rst-text msgid "100-Example-ACL - Change Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:227 #, check-glossary, rst-text msgid "" "Don't forget to set *Validity* to *valid* and deploy the newly created ACL." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:231 #, check-glossary, rst-text msgid "Move Ticket to Queue Based on Priority Stored in Database" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:233 #, check-glossary, rst-text msgid "" "This example is very similar to the first one, but in this case only tickets " "in the queue *Raw* and with a priority *5 very high*, both stored in the " "database will match. This kind of ACLs does not consider changes in the form " "before the ticket is really updated in the database." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:239 #, check-glossary, rst-text msgid "101-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:243 #, check-glossary, rst-text msgid "Disable Ticket Close in Queue and Hide Close Button" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:245 #, check-glossary, rst-text msgid "" "This example shows how to disable the closing of tickets in the queue *Raw*, " "and hide the close button. It is possible to filter a ticket field (state) " "with more than one possible values to select from. It is also possible to " "limit the actions that can be executed for a certain ticket. In this case, " "the ticket cannot be closed." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:253 #, check-glossary, rst-text msgid "102-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:257 #, check-glossary, rst-text msgid "Remove State" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:259 #, check-glossary, rst-text msgid "" "This example shows how it is possible to define negative filters (the state " "*closed successful* will be removed). You can also see that not defining " "match properties for a ticket will match any ticket, i. e. the ACL will " "always be applied. This may be useful if you want to hide certain values by " "default, and only enable them in special circumstances (e. g. if the agent " "is in a specific group)." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:265 #, check-glossary, rst-text msgid "103-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:269 #, check-glossary, rst-text msgid "Using Regular Expressions" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:271 #, check-glossary, rst-text msgid "" "This example shows you how you can use regular expressions for matching " "tickets and for filtering the available options. This ACL only shows " "*Hardware* services for tickets that are created in queues that start with " "*HW*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:277 #, check-glossary, rst-text msgid "104-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:281 #, check-glossary, rst-text msgid "Disallow Process For Customer" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:283 #, check-glossary, rst-text msgid "" "This ACL restricts the process *P14* in the external interface using the " "customer ID *TheCustomerID*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:288 #, check-glossary, rst-text msgid "105-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:292 #, check-glossary, rst-text msgid "Disallow Standard Reply Function For Customers in Process" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:294 #, check-glossary, rst-text msgid "" "This ACL prohibits using the reply button in CustomerTicketZoom if the " "ticket is a process ticket of the process with entity ID *Process-" "0123456789abcdef*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:299 #, check-glossary, rst-text msgid "106-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:303 #, check-glossary, rst-text msgid "ACL Reference" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:305 #, check-glossary, rst-text msgid "" "Properties, keys and values that can be used in ACLs are highly dependent on " "the OTOBO installation. For example the possibilities can be extended by " "installing extension modules, as well as it can depend on the customer user " "mapping set in ``Config.pm``. Therefore it is not possible to provide a full " "ACL reference, that contains all settings." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:308 #, check-glossary, rst-text msgid "" "For properties, keys and values that can be used in ACLs, see the following " "example ACL in YAML format." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:4 #, check-glossary, rst-text msgid "" "Beside general information required for all tickets, organizations have " "individual needs to add specific details to tickets. This needed information " "takes various formats like texts, integers, date-time and more." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:7 #, check-glossary, rst-text msgid "" "OTOBO supports adding a so-called :term:`dynamic field` to handle texts, " "integers, drop-down lists, multi-select fields, date-time, checkboxes and " "more. OTOBO administrators can define where those fields should be visible " "or editable, and of course, the dynamic fields are also available in " "statistics and reports." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to manage dynamic fields in the system. A fresh OTOBO " "installation contains two dynamic fields by default. The dynamic field " "management screen is available in the *Dynamic Fields* module of the " "*Processes & Automation* group." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:17 #, check-glossary, rst-text msgid "Dynamic Field Management Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:21 #, check-glossary, rst-text msgid "Manage Dynamic Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:23 #, check-glossary, rst-text msgid "To create a new dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:25 #, check-glossary, rst-text msgid "" "Choose an object type in the left actions sidebar and select a dynamic field " "type from its drop-down." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:32 #, check-glossary, rst-text msgid "Create New Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:34 #, check-glossary, rst-text msgid "To edit a dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:36 #, check-glossary, rst-text msgid "Click on a dynamic field in the dynamic fields list." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:43 #, check-glossary, rst-text msgid "Edit Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:45 #, check-glossary, rst-text msgid "To delete a dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:53 #, check-glossary, rst-text msgid "Delete Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:57 #, check-glossary, rst-text msgid "" "If several dynamic fields are added to the system, use the filter box to " "find a particular dynamic field by just typing the name to filter." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:61 #, check-glossary, rst-text msgid "Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:68 #, check-glossary, rst-text msgid "General Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:70 #, check-glossary, rst-text msgid "These settings are the same for all types of dynamic fields." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:75 #, check-glossary, rst-text msgid "Dynamic Field General Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:78 #, check-glossary, rst-text msgid "" "The name of this resource. The value should be alphabetic and numeric " "characters only. The name will be displayed in the overview table." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:88 #, check-glossary, rst-text msgid "Label \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:83 #, check-glossary, rst-text msgid "This is the name to be shown on the screens where the field is active." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:87 #, check-glossary, rst-text msgid "" "It is possible to add translations for a dynamic field label. Label " "translations have to be added manually to language translation files." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:91 #, check-glossary, rst-text msgid "Field order \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:91 #, check-glossary, rst-text msgid "" "This is the order in which this field will be shown on the screens where is " "active." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:99 #, check-glossary, rst-text msgid "Field type" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:98 #: ../content/administration-area/processes-automation/dynamicfields.rst:102 #, check-glossary, rst-text msgid "" "This type has been selected in the left sidebar and can not be changed here " "anymore. This is a read-only field." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:108 #, check-glossary, rst-text msgid "Object type" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:107 #, check-glossary, rst-text msgid "" "The object type determines where the dynamic field can be used. For example " "a dynamic field with object type *Ticket* can be used only in tickets, and " "can not be used in articles." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:110 #, check-glossary, rst-text msgid "" "The following settings are relevant only for the particular type of dynamic " "fields." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:114 #: ../content/administration-area/processes-automation/dynamicfields.rst:121 #, check-glossary, rst-text msgid "Checkbox Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:116 #, check-glossary, rst-text msgid "Checkbox dynamic field is used to store true or false value." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:131 #, check-glossary, rst-text msgid "Default value \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:124 #, check-glossary, rst-text msgid "The default value for the checkbox." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:127 #, check-glossary, rst-text msgid "Checked" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:127 #, check-glossary, rst-text msgid "The checkbox is checked by default." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:131 #, check-glossary, rst-text msgid "Unchecked" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:130 #, check-glossary, rst-text msgid "The checkbox is unchecked by default." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:134 #: ../content/administration-area/processes-automation/dynamicfields.rst:141 #, check-glossary, rst-text msgid "Contact With Data Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:136 #, check-glossary, rst-text msgid "This dynamic field allows to add contacts with data to tickets." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:145 #, check-glossary, rst-text msgid "Name Field \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:144 #, check-glossary, rst-text msgid "" "The attribute ``Name`` is always mandatory and it is not automatically " "added, so for each new data source this attribute must be added manually. " "Within the data source definition (or dynamic field configuration) this must " "be represented by the key ``Name`` and the value could be *Name* for example." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:149 #, check-glossary, rst-text msgid "ValidID Field \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:148 #, check-glossary, rst-text msgid "" "The attribute ``ValidID`` is always mandatory and it is not automatically " "added, so for each new data source this attribute must be added manually. " "Within the data source definition (or dynamic field configuration) this must " "be represented by the key ``ValidID`` and the value could be *Validity* for " "example." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:158 #, check-glossary, rst-text msgid "Other Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:152 #, check-glossary, rst-text msgid "" "These are the possible data attributes for contacts. Clicking on the *⊞* " "button of the *Add Fields* will add two new fields, where a *Key* (internal " "value) and a *Value* (displayed value) can be set. With the button you can " "add multiple key-value pairs." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:158 #, check-glossary, rst-text msgid "" "The keys ``Name`` and ``ValidID`` are already used by *Name Field* and " "*ValidID Field*. Do not use these keys again!" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:161 #, check-glossary, rst-text msgid "Add Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:161 #, check-glossary, rst-text msgid "Use this button to add more fields to dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:168 #, check-glossary, rst-text msgid "Mandatory fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:164 #, check-glossary, rst-text msgid "Comma separated list of mandatory keys." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:168 #, check-glossary, rst-text msgid "" "Keys ``Name`` and ``ValidID`` are always mandatory and doesn't have to be " "listed here." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:172 #, check-glossary, rst-text msgid "Sorted fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:171 #, check-glossary, rst-text msgid "" "Comma separated list of keys in sort order. Keys listed here come first, all " "remaining fields afterwards and sorted alphabetically." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:179 #, check-glossary, rst-text msgid "Searchable fields" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:175 #, check-glossary, rst-text msgid "Comma separated list of searchable keys." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:179 #, check-glossary, rst-text msgid "Key ``Name`` is always searchable and doesn't have to be listed here." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:186 #: ../content/administration-area/processes-automation/dynamicfields.rst:334 #: ../content/administration-area/processes-automation/dynamicfields.rst:379 #, check-glossary, rst-text msgid "Translatable values" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:182 #: ../content/administration-area/processes-automation/dynamicfields.rst:330 #: ../content/administration-area/processes-automation/dynamicfields.rst:374 #, check-glossary, rst-text msgid "" "If you activate this option the values will be translated to the user " "defined language." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:186 #: ../content/administration-area/processes-automation/dynamicfields.rst:334 #: ../content/administration-area/processes-automation/dynamicfields.rst:378 #, check-glossary, rst-text msgid "" "You need to add the translations manually into the language translation " "files." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:188 #, check-glossary, rst-text msgid "" "When the dynamic field was saved, click on the name of the newly created " "dynamic field in the overview table. The *Edit Dynamic Field* screen will " "open. There is a button *Add or edit contacts*, that points to *Tickets* → " "*Edit contacts with data* to add some data." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:195 #, check-glossary, rst-text msgid "Contact With Data Management Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:197 #, check-glossary, rst-text msgid "To add a new contact with data:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:199 #, check-glossary, rst-text msgid "" "Select a dynamic field from the drop-down list in *Actions* widget of the " "left sidebar." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:200 #, check-glossary, rst-text msgid "Click on the *Add contact with data* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:207 #, check-glossary, rst-text msgid "Add Contact With Data Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:209 #, check-glossary, rst-text msgid "To edit a contact with data:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:211 #, check-glossary, rst-text msgid "Click on a contact with data in the list of contact with data entries." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:218 #, check-glossary, rst-text msgid "Edit Contact With Data Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:220 #, check-glossary, rst-text msgid "" "The usage of this type of dynamic field is more complex then the others. An " "exemplary usage of contacts with data is as follows:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:223 #, check-glossary, rst-text msgid "Create a new dynamic field of type contact with data." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:224 #, check-glossary, rst-text msgid "Set the possible contact attributes (possible values)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:226 #, check-glossary, rst-text msgid "Type *Name* into *Name Field*." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:227 #, check-glossary, rst-text msgid "Type *Validity* into *ValidID Field*." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:228 #, check-glossary, rst-text msgid "" "Add any other attribute with *Add Fields* button such as ``Telephone`` " "attribute (key: ``Telephone``, value: *Phone*)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:230 #, check-glossary, rst-text msgid "" "Add the list of mandatory attribute keys comma separated (``Name`` and " "``ValidID`` are not needed)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:231 #, check-glossary, rst-text msgid "" "Set the attribute key order list comma separated as: " "``Name,Telephone,ValidID``." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:232 #, check-glossary, rst-text msgid "" "Add the list of searchable attribute keys comma separated (``Name`` is not " "needed)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:233 #, check-glossary, rst-text msgid "" "Populate the data source by adding at least one contact in the newly created " "data source by using *Tickets* → *Edit contacts with data* screen from the " "main navigation bar." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:234 #, check-glossary, rst-text msgid "" "Add the new dynamic field to the screen's configuration where it should be " "shown. For example in *New Phone Ticket* screen by updating the system " "configuration setting ``Ticket::Frontend::AgentTicketPhone###DynamicField`` " "and do the same for ``Ticket::Frontend::AgentTicketZoom###DynamicField``." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:236 #, check-glossary, rst-text msgid "" "Go to *New Phone Ticket* screen, and notice that the new field is there. Add " "all needed information to the ticket." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:238 #, check-glossary, rst-text msgid "Select an existing contact using autocomplete and choosing a contact." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:239 #, check-glossary, rst-text msgid "" "The assigned contact and its attributes will be shown in the *Ticket Zoom* " "screen." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:240 #, check-glossary, rst-text msgid "" "It is possible to update the attributes of the contact by clicking the *Edit " "contact data* button that appears in the right side of the title of the " "contact data box (if the current user is a member of the groups defined in " "system configuration setting " "``Frontend::Module###AdminDynamicFieldContactWithData``)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:241 #, check-glossary, rst-text msgid "" "If it's necessary to change the contact for this ticket, it can be done via " "any other ticket action where the dynamic field is configured for display." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:245 #: ../content/administration-area/processes-automation/dynamicfields.rst:252 #, check-glossary, rst-text msgid "Date Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:247 #, check-glossary, rst-text msgid "Date dynamic field is used to store a date value." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:256 #, check-glossary, rst-text msgid "Default date difference" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:255 #, check-glossary, rst-text msgid "" "The difference from **now** (in seconds) to calculate the field default " "value (e.g. 3600 or -60)." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:266 #, check-glossary, rst-text msgid "Define years period" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:259 #, check-glossary, rst-text msgid "" "Activate this feature to define a fixed range of years (in the future and in " "the past) to be displayed on the year part of the field. If set to *Yes* the " "following options will be available:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:263 #, check-glossary, rst-text msgid "Years in the past" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:263 #, check-glossary, rst-text msgid "" "Define the number of years in the past from the current day to display in " "the year selection for this dynamic field in edit screens." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:266 #, check-glossary, rst-text msgid "Years in the future" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:266 #, check-glossary, rst-text msgid "" "Define the number of years in the future from the current day to display in " "the year selection for this dynamic field in edit screens." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:274 #: ../content/administration-area/processes-automation/dynamicfields.rst:342 #: ../content/administration-area/processes-automation/dynamicfields.rst:401 #, check-glossary, rst-text msgid "Show link" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:269 #: ../content/administration-area/processes-automation/dynamicfields.rst:337 #: ../content/administration-area/processes-automation/dynamicfields.rst:395 #, check-glossary, rst-text msgid "" "Here you can specify an optional HTTP link for the field value in overviews " "and zoom screens. Example:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:278 #: ../content/administration-area/processes-automation/dynamicfields.rst:347 #: ../content/administration-area/processes-automation/dynamicfields.rst:405 #, check-glossary, rst-text msgid "Link for preview" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:277 #: ../content/administration-area/processes-automation/dynamicfields.rst:345 #: ../content/administration-area/processes-automation/dynamicfields.rst:404 #, check-glossary, rst-text msgid "" "If filled in, this URL will be used for a preview which is shown when this " "link is hovered in ticket zoom. Please note that for this to work, the " "regular URL field above needs to be filled in, too." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:288 #, check-glossary, rst-text msgid "Restrict entering of dates" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:281 #, check-glossary, rst-text msgid "Here you can restrict the entering of dates of tickets." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:284 #, check-glossary, rst-text msgid "Prevent entry of dates in the future" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:284 #, check-glossary, rst-text msgid "" "Selecting this option will prevent entering a date that is after the current " "date." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:288 #, check-glossary, rst-text msgid "Prevent entry of dates in the past" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:287 #, check-glossary, rst-text msgid "" "Selecting this option will prevent entering a date that is before the " "current date." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:291 #: ../content/administration-area/processes-automation/dynamicfields.rst:298 #, check-glossary, rst-text msgid "Date / Time Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:293 #, check-glossary, rst-text msgid "Date / time dynamic field is used to store a date time value." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:300 #, check-glossary, rst-text msgid "" "The settings for this type of dynamic field is the same as for date dynamic " "field." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:304 #: ../content/administration-area/processes-automation/dynamicfields.rst:311 #, check-glossary, rst-text msgid "Dropdown Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:306 #, check-glossary, rst-text msgid "" "Drop-down dynamic field is used to store a single value, from a closed list." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:316 #: ../content/administration-area/processes-automation/dynamicfields.rst:360 #: ../content/administration-area/processes-automation/process-management.rst:209 #, check-glossary, rst-text msgid "Possible values" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:314 #: ../content/administration-area/processes-automation/dynamicfields.rst:358 #, check-glossary, rst-text msgid "" "These are the possible data attributes for contacts. Clicking on the *⊞* " "button will add two new fields, where a key (internal value) and a value " "(displayed value) can be set. With the button you can add multiple key-value " "pairs." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:319 #: ../content/administration-area/processes-automation/dynamicfields.rst:363 #: ../content/administration-area/processes-automation/dynamicfields.rst:392 #: ../content/administration-area/processes-automation/dynamicfields.rst:436 #, check-glossary, rst-text msgid "Default value" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:319 #: ../content/administration-area/processes-automation/dynamicfields.rst:363 #: ../content/administration-area/processes-automation/dynamicfields.rst:392 #: ../content/administration-area/processes-automation/dynamicfields.rst:436 #, check-glossary, rst-text msgid "" "This is the default value for this field and this will be shown on the edit " "screens." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:323 #: ../content/administration-area/processes-automation/dynamicfields.rst:367 #, check-glossary, rst-text msgid "Add empty value" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:322 #: ../content/administration-area/processes-automation/dynamicfields.rst:366 #, check-glossary, rst-text msgid "" "If this option is activated an extra value is defined to show as a *-* in " "the list of possible values. This special value is empty internally." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:327 #: ../content/administration-area/processes-automation/dynamicfields.rst:371 #, check-glossary, rst-text msgid "Tree View" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:326 #: ../content/administration-area/processes-automation/dynamicfields.rst:370 #, check-glossary, rst-text msgid "" "Activate this option to display values as a tree. In case you want to have a " "tree structure (expandable values), you have to implement the complete tree " "structure in the *key* (e.g. Country: ``Country::Germany`` and " "``Country::France``) and only the lowest item in the *value* (e.g. Country: " "``Germany`` and ``France``) of the *possible values*." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:350 #: ../content/administration-area/processes-automation/dynamicfields.rst:355 #, check-glossary, rst-text msgid "Multiselect Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:382 #: ../content/administration-area/processes-automation/dynamicfields.rst:389 #, check-glossary, rst-text msgid "Text Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:384 #, check-glossary, rst-text msgid "Text dynamic field is used to store a single line string." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:413 #: ../content/administration-area/processes-automation/dynamicfields.rst:444 #, check-glossary, rst-text msgid "Check RegEx" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:408 #: ../content/administration-area/processes-automation/dynamicfields.rst:439 #, check-glossary, rst-text msgid "" "Here you can specify a regular expression to check the value. The regex will " "be executed with the modifiers ``xms``. Example:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:417 #: ../content/administration-area/processes-automation/dynamicfields.rst:448 #, check-glossary, rst-text msgid "Add RegEx" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:416 #: ../content/administration-area/processes-automation/dynamicfields.rst:447 #, check-glossary, rst-text msgid "" "Clicking on the *⊞* button will add two new fields, where a regular " "expression and an error message can be added." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:420 #: ../content/administration-area/processes-automation/dynamicfields.rst:427 #, check-glossary, rst-text msgid "Textarea Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:422 #, check-glossary, rst-text msgid "Textarea dynamic field is used to store a multiple line string." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:430 #, check-glossary, rst-text msgid "Number of rows" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:430 #, check-glossary, rst-text msgid "The height (in lines) for this field in the edit mode." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:433 #, check-glossary, rst-text msgid "Number of cols" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:433 #, check-glossary, rst-text msgid "The width (in characters) for this field in the edit mode." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:451 #, check-glossary, rst-text msgid "Database Dynamic Field" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:455 #, check-glossary, rst-text msgid "" "This dynamic field is already included in OTOBO 10 Standard! The " "documentation on the field types still needs to be completed." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:460 #, check-glossary, rst-text msgid "Web Service Dynamic Field" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:462 #, check-glossary, rst-text msgid "" "A Web Service dynamic field relies upon a working Web Service, more " "precisely on a Web Service invoker." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:464 #, check-glossary, rst-text msgid "For this purpose, an invoker of type PassThrough can be used." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:466 #, check-glossary, rst-text msgid "" "For the outgoing API call, DynamicFieldID, -Label, -Name and -Value, as well " "as UserID and Ticket and Form data are passed to the invoker." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:468 #, check-glossary, rst-text msgid "" "For the dynamic field Web Service to work, the response data needs to be " "mapped into this structure:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:484 #, check-glossary, rst-text msgid "This can be accomplished by implementing an XSLT mapping." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:488 #, check-glossary, rst-text msgid "Display Dynamic Fields on Screens" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:490 #, check-glossary, rst-text msgid "To display a dynamic field on a screen:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:492 #, check-glossary, rst-text msgid "Make sure that the dynamic field *Validity* is set to *valid*." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:493 #: ../content/administration-area/processes-automation/dynamicfields.rst:519 #: ../content/administration-area/processes-automation/dynamicfields.rst:532 #: ../content/administration-area/processes-automation/dynamicfields.rst:557 #, check-glossary, rst-text msgid "Open the *System Configuration* module in the admin interface." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:494 #, check-glossary, rst-text msgid "" "Navigate to *Frontend* → *Agent* → *View* and select a view to add the " "dynamic field to." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:495 #, check-glossary, rst-text msgid "" "Find the setting ends with ``###DynamicField`` and click on the *Edit this " "setting* button." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:496 #, check-glossary, rst-text msgid "Click on the *+* button to add the dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:497 #, check-glossary, rst-text msgid "" "Enter the name of the dynamic field to the text box and click on the tick " "button." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:498 #, check-glossary, rst-text msgid "Select *1 - Enabled* or *2 - Enabled and required*." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:499 #: ../content/administration-area/processes-automation/dynamicfields.rst:522 #: ../content/administration-area/processes-automation/dynamicfields.rst:535 #: ../content/administration-area/processes-automation/dynamicfields.rst:560 #, check-glossary, rst-text msgid "Click on the tick button on the right to save the setting." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:500 #: ../content/administration-area/processes-automation/dynamicfields.rst:523 #: ../content/administration-area/processes-automation/dynamicfields.rst:536 #: ../content/administration-area/processes-automation/dynamicfields.rst:561 #, check-glossary, rst-text msgid "Deploy the modified system configuration." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:505 #, check-glossary, rst-text msgid "Display Dynamic Fields on Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:509 #, check-glossary, rst-text msgid "" "It is possible to add multiple dynamic fields at the same time. To do this, " "repeat steps 5-7." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:514 #, check-glossary, rst-text msgid "Set Default Value via Ticket Event Module" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:516 #, check-glossary, rst-text msgid "" "A ticket event (e.g. ``TicketCreate``) can trigger a value set for a certain " "field, if the field does not have a value yet." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:520 #, check-glossary, rst-text msgid "" "Navigate to *Core* → *Event* → *Ticket* and search for the setting " "``Ticket::EventModulePost###9600-TicketDynamicFieldDefault``." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:521 #: ../content/administration-area/processes-automation/dynamicfields.rst:534 #: ../content/administration-area/processes-automation/dynamicfields.rst:559 #, check-glossary, rst-text msgid "Click on the *Edit this setting* button to activate the setting." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:528 #, check-glossary, rst-text msgid "Activate Ticket Event Module" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:530 #, check-glossary, rst-text msgid "Example: activate *Field1* in ``TicketCreate`` event:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:533 #, check-glossary, rst-text msgid "" "Navigate to *Core* → *Ticket* → *DynamicFieldDefault* and search for the " "setting ``Ticket::TicketDynamicFieldDefault###Element1``." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:541 #, check-glossary, rst-text msgid "Activate Dynamic Field in Ticket Create Event" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:545 #, check-glossary, rst-text msgid "" "This configuration can be set in any of the 16 " "``Ticket::TicketDynamicFieldDefault###Element`` settings." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:549 #, check-glossary, rst-text msgid "" "If more than 16 fields needs to be set up, a custom XML file must be placed " "in ``$OTOBO_HOME/Kernel/Config/Files/XML`` directory to extend this feature." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:553 #, check-glossary, rst-text msgid "Set Default Value via User Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:555 #, check-glossary, rst-text msgid "" "The dynamic field default value can be overwritten with a user defined value " "stored in the personal preferences." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:558 #, check-glossary, rst-text msgid "" "Navigate to *Frontend* → *Agent* → *View* → *Preferences* and search for the " "setting ``PreferencesGroups###DynamicField``." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:566 #, check-glossary, rst-text msgid "Activate Dynamic Field in Personal Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:568 #, check-glossary, rst-text msgid "" "Click on your avatar on the top left corner, and select *Personal " "Preferences* → *Miscellaneous* to add a default value for the dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:573 #, check-glossary, rst-text msgid "Dynamic Field in Personal Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:575 #, check-glossary, rst-text msgid "" "This setting is an example of how to create an entry in the user preferences " "screen to set an exclusive dynamic field ``Name_X`` default value for the " "selected user. The limitation of this setting is that it only permits the " "use of one dynamic field. If two or more fields will use this feature, it is " "necessary to create a custom XML configuration file to add more settings " "similar to this one." msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:581 #, check-glossary, rst-text msgid "" "If more settings are added in a new XML each setting name needs to be unique " "in the system and different than ``PreferencesGroups###DynamicField``. For " "example:" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:583 #, check-glossary, rst-text msgid "``PreferencesGroups###101-DynamicField-Field1``" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:584 #, check-glossary, rst-text msgid "``PreferencesGroups###102-DynamicField-Field2``" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:585 #, check-glossary, rst-text msgid "``PreferencesGroups###My-Field1``" msgstr "" #: ../content/administration-area/processes-automation/dynamicfields.rst:586 #, check-glossary, rst-text msgid "``PreferencesGroups###My-Field2``" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:2 #, check-glossary, rst-text msgid "Generic Agent" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:4 #, check-glossary, rst-text msgid "" "Processing tickets requires often a workflow. Let's say \"if-then\" " "activities." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:7 #, check-glossary, rst-text msgid "If specific conditions match like:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:9 #, check-glossary, rst-text msgid "A ticket is from one particular customer." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:10 #, check-glossary, rst-text msgid "A ticket is assigned to an appropriate queue." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:11 #, check-glossary, rst-text msgid "A ticket has a defined priority." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:12 #, check-glossary, rst-text msgid "A ticket contains defined keywords." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:14 #, check-glossary, rst-text msgid "" "Outlined activities must be performed like changing the ticket priority, " "moving the ticket to another group, assigning a service to a ticket, and " "many more." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:16 #, check-glossary, rst-text msgid "" "Also time-based activities can be required like cleaning up the spam-queue " "once a week." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:18 #, check-glossary, rst-text msgid "" "OTOBO supports this with the *Generic Agent*. Here, simple or compound time " "and event-based tasks are configurable in the OTOBO front end without the " "requirement to learn a scripting language. Depending on search criteria, and " "time or event criteria, tickets will automatically be acted upon." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:21 #, check-glossary, rst-text msgid "" "Use this screen to manage generic agent jobs in the system. A fresh OTOBO " "installation contains no generic agent jobs by default. The generic agent " "job management screen is available in the *Generic Agent* module of the " "*Processes & Automation* group." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:28 #, check-glossary, rst-text msgid "Generic Agent Management Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:32 #, check-glossary, rst-text msgid "Manage Generic Agent Jobs" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:34 #, check-glossary, rst-text msgid "To create a new generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:36 #, check-glossary, rst-text msgid "Click on the *Add Job* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:43 #, check-glossary, rst-text msgid "Create New Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:45 #, check-glossary, rst-text msgid "To edit a generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:47 #, check-glossary, rst-text msgid "Click on a generic agent job in the list of generic agent jobs." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:54 #, check-glossary, rst-text msgid "Edit Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:56 #, check-glossary, rst-text msgid "To delete a generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:58 #, check-glossary, rst-text msgid "Click on the trash icon in the fourth column of the overview table." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:64 #, check-glossary, rst-text msgid "Delete Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:68 #, check-glossary, rst-text msgid "" "If several generic agent jobs are added to the system, use the filter box to " "find a particular generic agent job by just typing the name to filter." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:72 #, check-glossary, rst-text msgid "Generic Agent Job Settings" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:79 #, check-glossary, rst-text msgid "General Job Settings" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:84 #, check-glossary, rst-text msgid "Job Settings - General" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:89 #, check-glossary, rst-text msgid "Job Name \\*" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:92 #, check-glossary, rst-text msgid "" "Set the validity of this resource. This resource can be used in OTOBO only, " "if this field is set to *Yes*. Setting this field to *No* will disable the " "use of the resource." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:97 #, check-glossary, rst-text msgid "Automatic Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:99 #, check-glossary, rst-text msgid "" "Fill in this section to set the times for automatic execution of the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:104 #, check-glossary, rst-text msgid "Job Settings - Automatic Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:108 #, check-glossary, rst-text msgid "Schedule minutes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:107 #, check-glossary, rst-text msgid "" "Select the minutes in which the job has to be executed. For example if *10* " "is selected, the job will be executed in every hour in 00:10, 01:10, 02:10, " "etc." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:112 #, check-glossary, rst-text msgid "Schedule hours" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:111 #, check-glossary, rst-text msgid "" "Select the hours in which the job has to be executed. For example if *10* is " "selected for minutes and *02* is selected for hours, the job will be " "executed in every day in 02:10." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:117 #, check-glossary, rst-text msgid "Schedule days" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:115 #, check-glossary, rst-text msgid "" "Select the days in which the job has to be executed. For example if *10* is " "selected for minutes, *02* is selected for hours and *Fri* is selected for " "days, the job will be executed in every week in Friday 02:10." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:120 #, check-glossary, rst-text msgid "Event Based Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:122 #, check-glossary, rst-text msgid "" "Fill in this section to set events that trigger the execution of the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:127 #, check-glossary, rst-text msgid "Job Settings - Event Based Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:132 #, check-glossary, rst-text msgid "Event Triggers" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:130 #, check-glossary, rst-text msgid "" "This is a list of already added events. If no events are added yet, the list " "contains no elements. Elements can be deleted by clicking on the trash icon " "in the last column." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:135 #, check-glossary, rst-text msgid "Add Event Trigger" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:135 #, check-glossary, rst-text msgid "Select an object and a related event that will trigger the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:139 #, check-glossary, rst-text msgid "" "If multiple Generic Agents are triggered by the same event, they will be " "executed in the lexicographical order, i.e. `1-Agent` before `A-Agent`." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:143 #, check-glossary, rst-text msgid "Select Tickets" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:145 #, check-glossary, rst-text msgid "" "This section contains all the attributes, that you can use to select the " "affected tickets." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:147 #: ../content/administration-area/processes-automation/generic-agent.rst:155 #, check-glossary, rst-text msgid "Fields are self-explained, so there is no additional explanation here." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:151 #, check-glossary, rst-text msgid "Update/Add Ticket Attributes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:153 #, check-glossary, rst-text msgid "Fill in this section to update and/or add ticket attributes." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:159 #, check-glossary, rst-text msgid "Add Note" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:161 #, check-glossary, rst-text msgid "" "Fill in this section to add a note to tickets that are affected by job " "execution." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:166 #, check-glossary, rst-text msgid "Job Settings - Add Note" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:170 #, check-glossary, rst-text msgid "Execute Ticket Commands" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:172 #, check-glossary, rst-text msgid "" "Fill in this section, if you would like to make execute a custom command " "with the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:177 #, check-glossary, rst-text msgid "Job Settings - Execute Ticket Commands" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:180 #, check-glossary, rst-text msgid "Send agent/customer notifications on changes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:180 #, check-glossary, rst-text msgid "" "If *Yes* is selected, a notification will be sent to agents and customers " "about ticket changes." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:189 #, check-glossary, rst-text msgid "CMD" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:183 #, check-glossary, rst-text msgid "" "Enter a command here, that will be executed. ARG[0] will be the ticket " "number. ARG[1] the ticket ID." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:189 #: ../content/administration-area/processes-automation/generic-agent.rst:214 #, check-glossary, rst-text msgid "Use ``::`` as directory separator, if the value contains a path." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:197 #, check-glossary, rst-text msgid "Delete tickets" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:192 #, check-glossary, rst-text msgid "" "If *Yes* is selected, the generic agent job will delete the matched tickets." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:196 #, check-glossary, rst-text msgid "" "All affected tickets will be removed from the database and cannot be " "restored!" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:200 #, check-glossary, rst-text msgid "Execute Custom Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:202 #, check-glossary, rst-text msgid "" "Fill in this section, if you would like to make execute a custom module with " "the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:207 #, check-glossary, rst-text msgid "Job Settings - Execute Custom Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:214 #, check-glossary, rst-text msgid "Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:210 #, check-glossary, rst-text msgid "This is the path for the module to be executed." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:217 #, check-glossary, rst-text msgid "Param key" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:217 #, check-glossary, rst-text msgid "Enter the key of the parameter, that should be passed to the module." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:219 #, check-glossary, rst-text msgid "Param value" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:220 #, check-glossary, rst-text msgid "Enter the value of the parameter, that should be passed to the module." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:2 #: ../content/glossary.rst:54 #, check-glossary, rst-text msgid "Process Management" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:4 #, check-glossary, rst-text msgid "" "Maximizing performance while minimizing human error is a requirement of " "organizations of all sizes. This need is covered by defined processes and " "workflows, for recurring tasks. Ensuring all required information is " "available in the right place, and contacts are informed about their " "responsibilities like adding information, approving requests, etc." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:8 #, check-glossary, rst-text msgid "" "OTOBO supports this requirement by process management. Process tickets help " "by using the required mandatory and optional fields (see :doc:`dynamic-" "fields`) that information is not forgotten upon ticket creation or during " "later steps of the process. Process tickets are simple to handle for " "customer users and agents, so no intensive training is required." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:12 #, check-glossary, rst-text msgid "" "Processes are designed completely and efficiently within the OTOBO front end " "to fit the requirements of your organization." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:14 #, check-glossary, rst-text msgid "" "Use this screen to manage processes in the system. The process management " "screen is available in the *Process Management* module of the *Processes & " "Automation* group." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:19 #, check-glossary, rst-text msgid "Manage Processes" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:21 #, check-glossary, rst-text msgid "To create a new process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:23 #, check-glossary, rst-text msgid "Click on the *Create New Process* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:26 #, check-glossary, rst-text msgid "Add activities, activity dialogs, transitions and transition actions." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:27 #, check-glossary, rst-text msgid "Set *State* to *Active*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:28 #: ../content/administration-area/processes-automation/process-management.rst:40 #: ../content/administration-area/processes-automation/process-management.rst:55 #: ../content/administration-area/processes-automation/process-management.rst:101 #, check-glossary, rst-text msgid "Deploy all processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:33 #, check-glossary, rst-text msgid "Create New Process Screen" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:35 #, check-glossary, rst-text msgid "To edit a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:37 #: ../content/administration-area/processes-automation/process-management.rst:49 #, check-glossary, rst-text msgid "Click on a process in the list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:38 #, check-glossary, rst-text msgid "Modify the fields and the process path." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:42 #, check-glossary, rst-text msgid "To copy a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:44 #, check-glossary, rst-text msgid "Click on the copy icon in the fifth column of list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:45 #, check-glossary, rst-text msgid "Click on the newly created process to edit it." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:47 #, check-glossary, rst-text msgid "To delete a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:50 #, check-glossary, rst-text msgid "Set the *State* option to *Inactive*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:51 #, check-glossary, rst-text msgid "" "Click on the *Save* button. A new *Delete Inactive Process* button will " "appear in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:53 #, check-glossary, rst-text msgid "Click on the *Delete Inactive Process* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:59 #, check-glossary, rst-text msgid "" "Processes are written into file in Perl format. Without deploying, all " "processes are still in this cache file even if they are deleted or the " "*State* option is set to *Inactive* or *FadeAway*. Don't forget to deploy " "all processes after modifications!" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:62 #, check-glossary, rst-text msgid "" "Give some time for agents to complete the running process tickets before the " "process will be deleted. It is possible to mark a process for deletion, i. " "e. set the process as not to be selected anymore. Process states can be:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:67 #, check-glossary, rst-text msgid "Active" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:67 #, check-glossary, rst-text msgid "Processes can be used in new process tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:70 #, check-glossary, rst-text msgid "FadeAway" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:70 #, check-glossary, rst-text msgid "" "Processes cannot be selected any more for new tickets, but existing tickets " "still can use the process." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:73 #, check-glossary, rst-text msgid "Inactive" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:73 #, check-glossary, rst-text msgid "" "Processes are deactivated and cannot be used for new or existing tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:75 #, check-glossary, rst-text msgid "To deploy all processes:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:77 #, check-glossary, rst-text msgid "Click on the *Deploy All Processes* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:81 #, check-glossary, rst-text msgid "" "New or modified processes have to deploy in order to make affect the " "behavior of the system. Setting the *State* option to *Active* just " "indicates, which processes should be deployed." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:84 #, check-glossary, rst-text msgid "To export a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:86 #, check-glossary, rst-text msgid "Click on the export icon in the fourth column of list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:87 #, check-glossary, rst-text msgid "" "Choose a location in your computer to save the " "``Export_ProcessEntityID_xxx.yml`` file." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:91 #, check-glossary, rst-text msgid "" "The exported file contains only the process itself, and doesn't contain the " ":doc:`../ticket-settings/queues`, :doc:`../users-groups-roles/agents`, " ":doc:`dynamic-fields`, etc., needed for the process." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:96 #, check-glossary, rst-text msgid "To import a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:98 #, check-glossary, rst-text msgid "" "Click on the *Browse…* button of the *Configuration Import* widget in the " "left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:100 #, check-glossary, rst-text msgid "Click on the *Import process configuration* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:105 #, check-glossary, rst-text msgid "" "Before import of a process, it is still necessary to create all :doc:`../" "ticket-settings/queues`, :doc:`../users-groups-roles/agents` and " ":doc:`dynamic-fields`, as well as to set :doc:`../administration/system-" "configuration`, that are needed by each process before the import. If the " "process requires the use of :doc:`access-control-lists` those are also " "needed to be set manually." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:110 #, check-glossary, rst-text msgid "" "If several processes are added to the system, use the filter box to find a " "particular process by just typing the name to filter." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:113 #, check-glossary, rst-text msgid "Direct Submit functionality" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:115 #, check-glossary, rst-text msgid "" "The DirectSubmit functionality allows for a streamlined user experience by " "bypassing the additional process dialog in both agent and customer " "interfaces when required. When all fields in an activity dialog within the " "process management system are configured to operate in the background (not " "displayed or shown to the user), the \"Direct Submit\" option can be " "enabled. This ensures that actions such as acceptance or denial are executed " "immediately upon submitting the corresponding action, without the need for " "an extra confirmation step." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:121 #, check-glossary, rst-text msgid "Direct Submit Field" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:124 #, check-glossary, rst-text msgid "" "By implementing DirectSubmit, organizations can optimize their process " "management workflows, ensuring that actions are executed swiftly and with " "minimal user intervention." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:127 #, check-glossary, rst-text msgid "" "If one of the fields is set to be shown, the message error “This property " "won't take effect because there are fields configured as visible.” will be " "displayed." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:130 #, check-glossary, rst-text msgid "Example process" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:132 #, check-glossary, rst-text msgid "" "Processes are more complex than other resources in OTOBO. To create a " "process, you need to do several steps. The following chapters show you, how " "to define a process from the specification and create the needed resources. " "Let's see an example to make it more demonstrative. We will define a book " "order process." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:140 #, check-glossary, rst-text msgid "Process Specification" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:142 #, check-glossary, rst-text msgid "The book order process has four states." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:152 #, check-glossary, rst-text msgid "Recording the demand" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:145 #, check-glossary, rst-text msgid "" "Before an order will be placed, the demand for literature by an employee " "will be recorded. The following book is needed in our example:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:157 #, check-glossary, rst-text msgid "Approval by manager" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:155 #, check-glossary, rst-text msgid "" "The head of the employee's department needs to decide on the order. In case " "of a denial, a reason should be recorded by the manager. In case of " "approval, the order is passed to the purchasing department." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:162 #, check-glossary, rst-text msgid "Processing by purchasing department" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:160 #, check-glossary, rst-text msgid "" "Purchasing now has the task to find out where the book can be ordered with " "the best conditions. If it is out of stock, this can be recorded in the " "order. In case of a successful order purchasing will record the supplier, " "the price and the delivery date." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:168 #, check-glossary, rst-text msgid "Processing by the mail room" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:165 #, check-glossary, rst-text msgid "" "The shipment will arrive at the company. The incoming goods department " "checks the shipment and records the date of receipt. Now the employee will " "be informed that their order has arrived and is ready to be collected." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:171 #, check-glossary, rst-text msgid "Introduce The Process Elements" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:173 #, check-glossary, rst-text msgid "" "If we assume that a ticket acts in this workflow like an accompanying " "document that can receive change notes, we already have a clear picture of " "process tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:175 #, check-glossary, rst-text msgid "" "From the analysis of the example process we can identify the following " "necessary items:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:177 #, check-glossary, rst-text msgid "Possibility to record data, let's call this :term:`activity dialog`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:178 #, check-glossary, rst-text msgid "" "Check which can react to changed data automatically, let's call this " ":term:`transition`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:179 #, check-glossary, rst-text msgid "" "Change which can be applied to a process ticket after successful transitions " "of a process ticket, let's call this :term:`transition action`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:180 #, check-glossary, rst-text msgid "" "A possibility to offer more than just one activity dialog to be available. " "In our example this is needed when the manager must have the choice between " "*Approve* and *Deny*. Let's call this :term:`activity`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:183 #, check-glossary, rst-text msgid "" "Now, with activities, activity dialogs, transitions and transition actions " "we have the necessary tools to model the individual steps of our example. " "What is still missing is an area where for each workflow the order of the " "steps can be specified. Let's call this :term:`process`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:189 #, check-glossary, rst-text msgid "Create Necessary Resources" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:191 #, check-glossary, rst-text msgid "" "Before the creation of the process and its parts is necessary to prepare the " "system. We need to define some :doc:`../ticket-settings/queues`, :doc:`../" "users-groups-roles/agents` and :doc:`dynamic-fields` as well as set some " ":doc:`../administration/system-configuration` settings." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:194 #, check-glossary, rst-text msgid "Create the following :doc:`../ticket-settings/queues`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:196 #, check-glossary, rst-text msgid "Management" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:197 #, check-glossary, rst-text msgid "Employees" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:198 #, check-glossary, rst-text msgid "Purchasing" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:199 #, check-glossary, rst-text msgid "Post office" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:201 #, check-glossary, rst-text msgid "Create the following :doc:`../users-groups-roles/agents`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:203 #, check-glossary, rst-text msgid "Manager" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:204 #, check-glossary, rst-text msgid "Employee" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:206 #, check-glossary, rst-text msgid "Create the following :doc:`dynamic-fields`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:209 #, check-glossary, rst-text msgid "Type" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:209 #, check-glossary, rst-text msgid "Name" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:209 #, check-glossary, rst-text msgid "Label" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:211 #: ../content/administration-area/processes-automation/process-management.rst:213 #: ../content/administration-area/processes-automation/process-management.rst:215 #: ../content/administration-area/processes-automation/process-management.rst:217 #: ../content/administration-area/processes-automation/process-management.rst:224 #: ../content/administration-area/processes-automation/process-management.rst:226 #: ../content/administration-area/processes-automation/process-management.rst:228 #: ../content/administration-area/processes-automation/process-management.rst:230 #: ../content/glossary.rst:87 #, check-glossary, rst-text msgid "Ticket" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:211 #: ../content/administration-area/processes-automation/process-management.rst:213 #: ../content/administration-area/processes-automation/process-management.rst:215 #: ../content/administration-area/processes-automation/process-management.rst:224 #: ../content/administration-area/processes-automation/process-management.rst:226 #, check-glossary, rst-text msgid "Text" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:211 #, check-glossary, rst-text msgid "``Title``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:213 #, check-glossary, rst-text msgid "``Author``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:213 #, check-glossary, rst-text msgid "Author" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:215 #, check-glossary, rst-text msgid "``ISBN``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:215 #, check-glossary, rst-text msgid "ISBN" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:217 #, check-glossary, rst-text msgid "Dropdown" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:217 #, check-glossary, rst-text msgid "``Status``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:217 #, check-glossary, rst-text msgid "Status" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:217 #, check-glossary, rst-text msgid "Approval" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:218 #, check-glossary, rst-text msgid "Approval denied" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:219 #, check-glossary, rst-text msgid "Approved" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:220 #, check-glossary, rst-text msgid "Order denied" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:221 #, check-glossary, rst-text msgid "Order placed" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:222 #, check-glossary, rst-text msgid "Shipment received" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:224 #, check-glossary, rst-text msgid "``Supplier``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:224 #, check-glossary, rst-text msgid "Supplier" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:226 #, check-glossary, rst-text msgid "``Price``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:226 #, check-glossary, rst-text msgid "Price" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:228 #: ../content/administration-area/processes-automation/process-management.rst:230 #, check-glossary, rst-text msgid "Date" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:228 #, check-glossary, rst-text msgid "``DeliveryDate``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:228 #, check-glossary, rst-text msgid "Delivery date" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:230 #, check-glossary, rst-text msgid "``DateOfReceipt``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:230 #, check-glossary, rst-text msgid "Date of receipt" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:233 #, check-glossary, rst-text msgid "" "Set the following :doc:`../administration/system-configuration` settings:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:235 #, check-glossary, rst-text msgid "``Ticket::Responsible``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:237 #, check-glossary, rst-text msgid "Enabled" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:239 #, check-glossary, rst-text msgid "``Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:241 #, check-glossary, rst-text msgid "``Book`` → ``Title,Author,ISBN``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:242 #, check-glossary, rst-text msgid "``General`` → ``Status``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:243 #, check-glossary, rst-text msgid "``Order`` → ``Price,Supplier,DeliveryDate``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:244 #, check-glossary, rst-text msgid "``Shipment`` → ``DateOfReceipt``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:246 #, check-glossary, rst-text msgid "``Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:248 #, check-glossary, rst-text msgid "``Author`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:249 #, check-glossary, rst-text msgid "``DateOfReceipt`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:250 #, check-glossary, rst-text msgid "``DeliveryDate`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:251 #, check-glossary, rst-text msgid "``ISBN`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:252 #, check-glossary, rst-text msgid "``Price`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:253 #, check-glossary, rst-text msgid "``Status`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:254 #, check-glossary, rst-text msgid "``Supplier`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:255 #, check-glossary, rst-text msgid "``Title`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:259 #, check-glossary, rst-text msgid "Don't forget to deploy the modified system configuration settings." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:261 #, check-glossary, rst-text msgid "" "Now, go back to the *Process Management* screen and click on the *Create New " "Process*. Fill in the required fields." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:266 #, check-glossary, rst-text msgid "Book Ordering - Create New Process" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:268 #, check-glossary, rst-text msgid "The new process is created. You can add some process element now." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:273 #, check-glossary, rst-text msgid "Create Activity Dialogs" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:275 #, check-glossary, rst-text msgid "" "Click on the *Activity Dialogs* item in the *Available Process Elements* " "widget in the left sidebar. This action will expand the *Activity Dialogs* " "options and will collapse all others doing an accordion like effect. Click " "on the *Create New Activity Dialog* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:282 #, check-glossary, rst-text msgid "Book Ordering - Activity Dialogs" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:284 #, check-glossary, rst-text msgid "" "In the opened popup screen fill in the *Dialog Name* as well as the " "*Description (short)* fields. For this example we will leave all other " "fields as the default." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:290 #, check-glossary, rst-text msgid "Book Ordering - Add Activity Dialog" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:292 #, check-glossary, rst-text msgid "" "To assign fields to the activity dialog simple drag the required field from " "the *Available Fields* pool and drop into the *Assigned Fields* pool. The " "order in the *Assigned Fields* pool is the order as the fields will have in " "the screen. To modify the order simply drag and drop the field within the " "pool to rearrange it in the correct place." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:296 #, check-glossary, rst-text msgid "In this example we will use:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:298 #: ../content/administration-area/processes-automation/process-management.rst:327 #: ../content/administration-area/processes-automation/process-management.rst:333 #: ../content/administration-area/processes-automation/process-management.rst:342 #, check-glossary, rst-text msgid "``Article`` field for comments." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:299 #: ../content/administration-area/processes-automation/process-management.rst:328 #, check-glossary, rst-text msgid "" "``DynamicField_Title``, ``DynamicField_Author``, ``DynamicField_ISBN`` " "fields for the data to be collected for the order." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:300 #: ../content/administration-area/processes-automation/process-management.rst:329 #, check-glossary, rst-text msgid "``DynamicField_Status`` with the possibility to choose *Approval*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:302 #, check-glossary, rst-text msgid "" "Drag these fields from the *Available Fields* pool and drop into the " "*Assigned Fields* pool." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:306 #, check-glossary, rst-text msgid "" "In this screen all dynamic fields has the prefix ``DynamicField_`` as in " "``DynamicField_Title``. Do not confuse with the field ``Title`` that is the " "ticket title." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:311 #, check-glossary, rst-text msgid "Book Ordering - Add Activity Dialog Fields" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:313 #, check-glossary, rst-text msgid "" "As soon as the fields are dropped into the *Assigned Fields* pool another " "popup screen is shown with some details about the field. We will leave the " "default options and only for ``Article`` fields we should make sure that the " "*Communication Channel* field is set to *OTOBO* and that the *Is visible for " "customer* is not checked." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:0 #: ../content/administration-area/processes-automation/process-management.rst:319 #, check-glossary, rst-text msgid "Book Ordering - Edit Activity Dialog Fields" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:321 #: ../content/administration-area/processes-automation/process-management.rst:376 #: ../content/administration-area/processes-automation/process-management.rst:432 #: ../content/administration-area/processes-automation/process-management.rst:540 #, check-glossary, rst-text msgid "" "After all fields are filled in, click on the *Save and finish* button to " "save the changes and go back to the process management screen." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:323 #, check-glossary, rst-text msgid "Create the following activity dialogs with fields:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:325 #: ../content/administration-area/processes-automation/process-management.rst:544 #: ../content/administration-area/processes-automation/process-management.rst:626 #, check-glossary, rst-text msgid "*Recording the demand* (already created before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:331 #: ../content/administration-area/processes-automation/process-management.rst:384 #, check-glossary, rst-text msgid "*Approval denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:334 #, check-glossary, rst-text msgid "" "``DynamicField_Status`` with the possibility to choose *Approval denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:336 #: ../content/administration-area/processes-automation/process-management.rst:388 #, check-glossary, rst-text msgid "*Approved*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:338 #, check-glossary, rst-text msgid "``DynamicField_Status`` with the possibility to choose *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:340 #: ../content/administration-area/processes-automation/process-management.rst:392 #, check-glossary, rst-text msgid "*Order denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:343 #, check-glossary, rst-text msgid "``DynamicField_Status`` with the possibility to choose *Order denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:345 #: ../content/administration-area/processes-automation/process-management.rst:396 #, check-glossary, rst-text msgid "*Order placed*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:347 #, check-glossary, rst-text msgid "" "``DynamicField_Supplier``, ``DynamicField_Price``, " "``DynamicField_DeliveryDate`` fields for purchasing." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:348 #, check-glossary, rst-text msgid "``DynamicField_Status`` with the possibility to choose *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:350 #: ../content/administration-area/processes-automation/process-management.rst:400 #, check-glossary, rst-text msgid "*Shipment received*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:352 #, check-glossary, rst-text msgid "``DynamicField_DateOfReceipt`` for the mail room." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:353 #, check-glossary, rst-text msgid "" "``DynamicField_Status`` with the possibility to choose *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:357 #, check-glossary, rst-text msgid "Create Transitions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:359 #, check-glossary, rst-text msgid "" "Click on the *Transitions* item in the *Available Process Elements* widget " "in the left sidebar. This action will expand the *Transitions* options and " "will collapse all others doing an accordion like effect. Click on the " "*Create New Transition* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:366 #, check-glossary, rst-text msgid "Book Ordering - Transitions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:368 #, check-glossary, rst-text msgid "" "In the opened popup screen fill in the *Transition Name*. For this example " "in the *Condition Expressions* we will use just one condition expression and " "just one field. For both we can leave the *Type of Linking* as *and* and we " "will use the filed match type value as *String*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:374 #, check-glossary, rst-text msgid "Book Ordering - Add Transition" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:378 #, check-glossary, rst-text msgid "Create the following transitions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:380 #, check-glossary, rst-text msgid "*Approval* (already created before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:382 #, check-glossary, rst-text msgid "Check if the ``DynamicField_Status`` is set to *Approval*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:386 #, check-glossary, rst-text msgid "Check if the ``DynamicField_Status`` field is set to *Approval denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:390 #, check-glossary, rst-text msgid "Check if the ``DynamicField_Status`` field is set to *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:394 #, check-glossary, rst-text msgid "Check if the ``DynamicField_Status`` field is set to *Order denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:398 #, check-glossary, rst-text msgid "Check if the ``DynamicField_Status`` field is set to *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:402 #, check-glossary, rst-text msgid "" "Check if the ``DynamicField_Status`` field is set to *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:406 #, check-glossary, rst-text msgid "Create Transition Actions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:408 #, check-glossary, rst-text msgid "" "Click on the *Transition Actions* item in the *Available Process Elements* " "widget in the left sidebar. This action will expand the *Transition Actions* " "options and will collapse all others doing an accordion like effect. Click " "on the *Create New Transition Action* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:415 #, check-glossary, rst-text msgid "Book Ordering - Transition Actions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:417 #, check-glossary, rst-text msgid "" "In the opened popup screen fill in the *Transition Action Name* and the " "*Transition Action module* then click on the *Save* button. A new " "*Configure* button will appear next to the module field." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:423 #, check-glossary, rst-text msgid "Book Ordering - Add Transition Action" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:425 #, check-glossary, rst-text msgid "" "Click on the *Configure* button and add the needed configuration parameter " "keys and values." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:430 #, check-glossary, rst-text msgid "Book Ordering - Transition Action Parameters" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:436 #, check-glossary, rst-text msgid "" "Each module has its own and different parameters. As soon as you add a " "TransitionAction, the options are displayed directly. Further information " "can currently only be found in the source code:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:440 #, check-glossary, rst-text msgid "" "`DynamicFieldSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:441 #, check-glossary, rst-text msgid "" "`TicketArticleCreate `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:442 #, check-glossary, rst-text msgid "" "`TicketCreate `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:443 #, check-glossary, rst-text msgid "" "`TicketCustomerSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:444 #, check-glossary, rst-text msgid "" "`TicketLockSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:445 #, check-glossary, rst-text msgid "" "`TicketOwnerSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:446 #, check-glossary, rst-text msgid "" "`TicketQueueSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:447 #, check-glossary, rst-text msgid "" "`TicketResponsibleSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:448 #, check-glossary, rst-text msgid "" "`TicketServiceSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:449 #, check-glossary, rst-text msgid "" "`TicketSLASet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:450 #, check-glossary, rst-text msgid "" "`TicketStateSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:451 #, check-glossary, rst-text msgid "" "`TicketTitleSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:452 #, check-glossary, rst-text msgid "" "`TicketTypeSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:454 #, check-glossary, rst-text msgid "" "All transition action modules are located in the legacy named ``Kernel/" "System/ProcessManagement/TransitionAction``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:456 #, check-glossary, rst-text msgid "Create the following transition actions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:458 #, check-glossary, rst-text msgid "" "*Move the process ticket into the \"Management\" queue* (already created " "before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:460 #: ../content/administration-area/processes-automation/process-management.rst:464 #, check-glossary, rst-text msgid "To be executed when the transition *Approval* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:462 #: ../content/administration-area/processes-automation/process-management.rst:639 #, check-glossary, rst-text msgid "*Change ticket responsible to \"Manager\"*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:466 #: ../content/administration-area/processes-automation/process-management.rst:656 #: ../content/administration-area/processes-automation/process-management.rst:686 #: ../content/administration-area/processes-automation/process-management.rst:714 #, check-glossary, rst-text msgid "*Move process ticket into the \"Employees\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:468 #: ../content/administration-area/processes-automation/process-management.rst:476 #: ../content/administration-area/processes-automation/process-management.rst:496 #, check-glossary, rst-text msgid "To be executed when:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:470 #: ../content/administration-area/processes-automation/process-management.rst:478 #: ../content/administration-area/processes-automation/process-management.rst:498 #, check-glossary, rst-text msgid "The transition *Approval denied* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:471 #: ../content/administration-area/processes-automation/process-management.rst:479 #: ../content/administration-area/processes-automation/process-management.rst:499 #, check-glossary, rst-text msgid "The transition *Order denied* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:472 #: ../content/administration-area/processes-automation/process-management.rst:480 #, check-glossary, rst-text msgid "The transition *Shipment received* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:474 #: ../content/administration-area/processes-automation/process-management.rst:657 #: ../content/administration-area/processes-automation/process-management.rst:687 #: ../content/administration-area/processes-automation/process-management.rst:715 #, check-glossary, rst-text msgid "*Change ticket responsible to \"Employee\"*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:482 #: ../content/administration-area/processes-automation/process-management.rst:670 #, check-glossary, rst-text msgid "*Move process ticket into the \"Purchasing\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:484 #, check-glossary, rst-text msgid "To be executed when the transition *Approved* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:486 #: ../content/administration-area/processes-automation/process-management.rst:700 #, check-glossary, rst-text msgid "*Move process ticket into the \"Post office\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:488 #, check-glossary, rst-text msgid "To be executed when the transition *Order placed* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:490 #: ../content/administration-area/processes-automation/process-management.rst:716 #, check-glossary, rst-text msgid "*Close ticket successfully*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:492 #, check-glossary, rst-text msgid "To be executed when the transition *Shipment received* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:494 #: ../content/administration-area/processes-automation/process-management.rst:658 #: ../content/administration-area/processes-automation/process-management.rst:688 #, check-glossary, rst-text msgid "*Close ticket unsuccessfully*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:501 #, check-glossary, rst-text msgid "" "There are places where the same transition actions should be executed. " "Therefore it is reasonable to make it possible to link transition actions " "freely with transitions to be able to reuse them." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:506 #, check-glossary, rst-text msgid "Create Activities" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:508 #, check-glossary, rst-text msgid "" "Click on the *Activities* item in the *Available Process Elements* widget in " "the left sidebar. This action will expand the *Activities* options and will " "collapse all others doing an accordion like effect. Click on the *Create New " "Activity* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:515 #, check-glossary, rst-text msgid "Book Ordering - Activities" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:517 #, check-glossary, rst-text msgid "" "In the opened popup screen fill in the *Activity name* field and select " "*User task activity* from the *Activity type* drop-down." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:522 #, check-glossary, rst-text msgid "Book Ordering - Add Activity" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:524 #, check-glossary, rst-text msgid "" "To assign dialogs to the activity simple drag the required dialogs from the " "*Available Activity Dialogs* pool and drop into the *Assigned Activity " "Dialogs* pool. The order in the *Assigned Activity Dialogs* pool is the " "order as the dialogs will be presented in the *Ticket Zoom* screen. To " "modify the order simply drag and drop the dialog within the pool to " "rearrange it in the correct place." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:530 #, check-glossary, rst-text msgid "" "This order is specially important in the first activity, since the first " "activity dialog for this activity is the only one that is presented when the " "process starts." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:532 #, check-glossary, rst-text msgid "" "In this example we need to assign only the *Recording the demand* activity " "dialog. Drag this dialog from the *Available Activity Dialogs* pool and drop " "into the *Assigned Activity Dialogs* pool." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:538 #, check-glossary, rst-text msgid "Book Ordering - Assign Activity Dialog" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:542 #, check-glossary, rst-text msgid "Create the following activities:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:546 #, check-glossary, rst-text msgid "Assign the activity dialog *Recording the demand*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:548 #: ../content/administration-area/processes-automation/process-management.rst:644 #, check-glossary, rst-text msgid "*Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:550 #, check-glossary, rst-text msgid "Assign the activity dialogs *Approval denied* and *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:552 #: ../content/administration-area/processes-automation/process-management.rst:674 #, check-glossary, rst-text msgid "*Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:554 #, check-glossary, rst-text msgid "Assign the activity dialogs *Order denied* and *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:556 #: ../content/administration-area/processes-automation/process-management.rst:702 #, check-glossary, rst-text msgid "*Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:558 #, check-glossary, rst-text msgid "Assign the activity dialog *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:560 #, check-glossary, rst-text msgid "*Process complete*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:562 #, check-glossary, rst-text msgid "" "This is an activity without possible activity dialogs. It will be set after " "*Approval denied*, *Order denied* or *Shipment received* and represents the " "end of the process." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:565 #, check-glossary, rst-text msgid "" "Now we can clearly see that activities are precisely defined states of a " "process ticket. After a successful transition a process ticket moves from " "one activity to another." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:570 #, check-glossary, rst-text msgid "Create Process Path" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:572 #, check-glossary, rst-text msgid "" "Let us conclude our example with the last missing piece in the puzzle, the " "process as a flow describer. In our case this is the whole ordering " "workflow. Other processes could be office supply ordering or completely " "different processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:576 #, check-glossary, rst-text msgid "" "The process has a starting point which consists of the start activity and " "the start activity dialog. For any new book order, the first activity dialog " "of the first activity is the first screen that is displayed. If this is " "completed and saved, the process ticket will be created and can follow the " "configured workflow." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:580 #, check-glossary, rst-text msgid "" "The process also contains the directions for how the process ticket can move " "through the process. Let's call this :term:`process path`. It consists of " "the start activity, one or more transitions (possibly with transition " "actions) and other activities." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:583 #, check-glossary, rst-text msgid "" "Assuming that the activities have already assigned their activity dialogs, " "drag an activity from the accordion in the *Available Process Elements* " "widget in the left sidebar and drop it into the canvas area below the " "process information. Notice that an arrow from the process start (white " "circle) to the activity is placed automatically. This is the first activity " "and its first activity dialog is the first screen that will be shown when " "the process starts." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:590 #, check-glossary, rst-text msgid "Book Ordering - First Activity On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:592 #, check-glossary, rst-text msgid "" "Next, drag another activity into the canvas too. Now we will have two " "activities in the canvas. The first one is connected to the start point and " "the second has no connections. You can hover the mouse over each activity to " "reveal their own activity dialogs." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:600 #, check-glossary, rst-text msgid "Book Ordering - Second Activity On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:602 #, check-glossary, rst-text msgid "" "Then let's create the process path (connection) between this two activities. " "For this we will use the transitions. Click on transition in the accordion, " "drag a transition and drop it inside the first activity. As soon as the " "transition is dropped the end point of the transition arrow will be placed " "next to the process start point. Drag the transition arrow end point and " "drop it inside the other activity to create the connection between the " "activities." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:611 #, check-glossary, rst-text msgid "Book Ordering - First Transition On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:613 #, check-glossary, rst-text msgid "" "Now that the process path between the actions is defined, then we need to " "assign the transition actions to the transition. Double click the transition " "label in the canvas to open a new popup window." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:619 #, check-glossary, rst-text msgid "Book Ordering - Assign First Transition Action" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:621 #, check-glossary, rst-text msgid "" "After the transition actions are assigned, click on the *Save* button to go " "back to the main process edit screen. Click on *Save* button below the " "canvas to save all other changes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:624 #, check-glossary, rst-text msgid "" "Complete the process path by adding the following activities, transitions " "and transition actions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:628 #, check-glossary, rst-text msgid "Possible transition: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:630 #, check-glossary, rst-text msgid "Starting activity: *Recording the demand*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:632 #, check-glossary, rst-text msgid "Next activity: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:634 #, check-glossary, rst-text msgid "" "If the condition of this activity is fulfilled, the ticket will move to " "activity *Approval*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:636 #: ../content/administration-area/processes-automation/process-management.rst:654 #: ../content/administration-area/processes-automation/process-management.rst:668 #: ../content/administration-area/processes-automation/process-management.rst:684 #: ../content/administration-area/processes-automation/process-management.rst:698 #: ../content/administration-area/processes-automation/process-management.rst:712 #, check-glossary, rst-text msgid "Additionally, the following transition actions are executed:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:638 #, check-glossary, rst-text msgid "*Move the process ticket into the \"Management\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:641 #, check-glossary, rst-text msgid "" "The activity *Recording the demand* is a defined step of the process ticket, " "where there is the possibility for the transition *Approval*. If this " "applies, the ticket will move to the next activity *Approval*, and the " "transition actions *Move the process ticket into the \"Management\" queue* " "and *Change ticket responsible to \"Manager\"* are executed. In the activity " "*Approval*, the activity dialogs *Approval denied* and *Approved* are " "available." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:646 #, check-glossary, rst-text msgid "Possible transition: *Approval denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:648 #: ../content/administration-area/processes-automation/process-management.rst:662 #, check-glossary, rst-text msgid "Starting activity: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:650 #: ../content/administration-area/processes-automation/process-management.rst:680 #: ../content/administration-area/processes-automation/process-management.rst:708 #, check-glossary, rst-text msgid "Next activity: *Process complete*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:652 #: ../content/administration-area/processes-automation/process-management.rst:682 #: ../content/administration-area/processes-automation/process-management.rst:710 #, check-glossary, rst-text msgid "" "If this matches, the process ticket will move to activity *Process complete*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:660 #, check-glossary, rst-text msgid "Possible transition: *Approved*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:664 #, check-glossary, rst-text msgid "Next activity: *Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:666 #, check-glossary, rst-text msgid "If this matches, the process ticket will move to activity *Order*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:672 #, check-glossary, rst-text msgid "" "We can see that from the current activity, which defines a step of the " "process ticket, there are one or more possibilities for transition which " "have exactly one target activity (and possibly one or more transition " "actions)." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:676 #, check-glossary, rst-text msgid "Possible transition: *Order denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:678 #: ../content/administration-area/processes-automation/process-management.rst:692 #, check-glossary, rst-text msgid "Starting activity: *Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:690 #, check-glossary, rst-text msgid "Possible transition: *Order placed*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:694 #, check-glossary, rst-text msgid "Next activity: *Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:696 #, check-glossary, rst-text msgid "If this matches, the process ticket will move to activity *Incoming*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:704 #, check-glossary, rst-text msgid "Possible transition: *Shipment received*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:706 #, check-glossary, rst-text msgid "Starting activity: *Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:718 #, check-glossary, rst-text msgid "" "The complete process path for the book ordering process will then look like " "this:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:723 #, check-glossary, rst-text msgid "Book Ordering - Process Complete" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:725 #, check-glossary, rst-text msgid "" "After you finish the process path, click on *Save and finish* button below " "the canvas to go back to the process management screen." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:727 #, check-glossary, rst-text msgid "" "Click on the *Deploy All Processes* button in the left sidebar. This will " "gather all processes information form the database and create a cache file " "(in Perl language). This cache file is actually the processes configuration " "that the system will use to create or use process tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:732 #, check-glossary, rst-text msgid "" "Any change that is made on the process will require to re-deploy the process " "in order to get the change reflected in the system." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:2 #, check-glossary, rst-text msgid "Ticket Masks" msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:4 #, check-glossary, rst-text msgid "" "Ticket masks can be used to define dynamic field arrangements for all ticket " "edit masks in more sophisticated ways. They enable multi column arrangements " "of dynamic fields, alternate labels and read only fields. Under Admin->" "Ticket Masks, for all actions a yaml defining the dynamic field section of " "the mask can be provided. Dynamic fields added to a mask via SysConfig (e.g. " "via DynamicField Screens), not present in the yaml definition, will be added " "as list below the defined fields." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:9 #, check-glossary, rst-text msgid "An example configuration would be:" msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:31 #, check-glossary, rst-text msgid "The basic structure of the yaml is an array of hashes." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:33 #, check-glossary, rst-text msgid "" "On the first level ``DF`` and ``Grid`` are necessary keys for each hash, " "where ``DF`` causes a dynamic field to be rendered, and Grid defines a multi " "column section." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:35 #, check-glossary, rst-text msgid "" "Valid keys extending ``DF`` are outside of a grid ``Mandatory``, " "``Readonly`` and ``Label``." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:37 #, check-glossary, rst-text msgid "" "In a ``Grid`` ``Columns`` set the number of columns, with the optional " "``ColumnWidth`` the column width can be set." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:39 #, check-glossary, rst-text msgid "" "``ColumnWidth`` accepts many css width definitions, usually it is " "recommended to use ``fr`` (fractions of the left over space), and absolute " "units (e.g. ``px``) only for checkboxes for example. ``2fr 3fr 60px`` would " "set the third column to 60 px, and distribute 2/5 of the remaining space to " "the first, 3/5 to the second column. ``auto`` can be used, but the column " "width won't stay the same between multiple rows, thus it is only recommended " "for single rows." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:43 #, check-glossary, rst-text msgid "" "Lastly the ``Rows`` key with a 2D array as value defines the grid of dynamic " "fields." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:45 #, check-glossary, rst-text msgid "" "In a grid ``ColumnStart`` and ``ColumnSpan`` are additional valid keys for " "``DF``, placing them at certain locations within a row." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:2 #, check-glossary, rst-text msgid "Web Services" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:4 #, check-glossary, rst-text msgid "" "In a connected world, a ticket system needs to be able to react to requests " "from other systems and also to send requests or information to other systems:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:6 #, check-glossary, rst-text msgid "CRM systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:7 #, check-glossary, rst-text msgid "Project management systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:8 #, check-glossary, rst-text msgid "Documentation management systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:9 #, check-glossary, rst-text msgid "and many more" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:11 #, check-glossary, rst-text msgid "" "The ticket system must be reachable by other services without manual " "intervention by an agent." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:13 #, check-glossary, rst-text msgid "" "OTOBO supports this requirement by the *Generic Interface*. It empowers the " "administrator to create a web service for a specific task without scripting " "language knowledge. OTOBO reacts on incoming REST or SOAP requests and " "creates objects or provides object data to other systems transparently." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:16 #, check-glossary, rst-text msgid "" "A web service is a communication method between two systems, in our case " "OTOBO and a remote system. In its configuration, the :term:`operation` or " ":term:`invoker` determine the direction of communication, and the " ":term:`mapping` and :term:`transport` take care of how the data is received " "and interpreted." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:19 #, check-glossary, rst-text msgid "" "By configuration, you can define what actions the web service can perform " "internally (operation), what actions the OTOBO request can perform on a " "remote system (invokers), how data is converted from one system to the other " "(mapping), and which protocol is used for communication (transport)." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:21 #, check-glossary, rst-text msgid "" "The generic interface is the framework which makes it possible to create web " "services for OTOBO in a predefined way, using ready-made building blocks " "that are independent from each other and interchangeable." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:23 #, check-glossary, rst-text msgid "" "Use this screen to manage web services in the system. A fresh OTOBO " "installation contains no web service by default. The web service management " "screen is available in the *Web Services* module of the *Processes & " "Automation* group." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:30 #, check-glossary, rst-text msgid "Web Service Management Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:34 #, check-glossary, rst-text msgid "Manage Web Services" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:36 #, check-glossary, rst-text msgid "To create a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:38 #: ../content/administration-area/processes-automation/web-services.rst:112 #, check-glossary, rst-text msgid "Click on the *Add Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:39 #, check-glossary, rst-text msgid "Fill-in the required fields." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:45 #, check-glossary, rst-text msgid "Create New Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:47 #, check-glossary, rst-text msgid "To edit a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:49 #: ../content/administration-area/processes-automation/web-services.rst:60 #: ../content/administration-area/processes-automation/web-services.rst:71 #: ../content/administration-area/processes-automation/web-services.rst:82 #: ../content/administration-area/processes-automation/web-services.rst:92 #: ../content/administration-area/processes-automation/web-services.rst:102 #, check-glossary, rst-text msgid "Click on a web service in the list of web services." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:56 #, check-glossary, rst-text msgid "Edit Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:58 #, check-glossary, rst-text msgid "To delete a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:61 #, check-glossary, rst-text msgid "Click on the *Delete Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:62 #, check-glossary, rst-text msgid "Click on the *Delete* button in the confirmation dialog." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:67 #, check-glossary, rst-text msgid "Delete Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:69 #, check-glossary, rst-text msgid "To clone a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:72 #, check-glossary, rst-text msgid "Click on the *Clone Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:73 #, check-glossary, rst-text msgid "Enter a new name for the web service." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:78 #, check-glossary, rst-text msgid "Clone Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:80 #, check-glossary, rst-text msgid "To export a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:83 #, check-glossary, rst-text msgid "Click on the *Export Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:84 #, check-glossary, rst-text msgid "" "Choose a location in your computer to save the ``Export_ACL.yml`` file to." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:88 #, check-glossary, rst-text msgid "" "All stored passwords in the web service configuration will be exported in " "plain text format." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:90 #, check-glossary, rst-text msgid "To see the configuration history of a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:93 #, check-glossary, rst-text msgid "Click on the *Configuration History* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:98 #, check-glossary, rst-text msgid "Web Service Configuration History Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:100 #, check-glossary, rst-text msgid "To use the debugger for a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:103 #, check-glossary, rst-text msgid "Click on the *Debugger* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:108 #, check-glossary, rst-text msgid "Web Service Debugger Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:110 #, check-glossary, rst-text msgid "To import a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:113 #, check-glossary, rst-text msgid "Click on the *Import Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:114 #, check-glossary, rst-text msgid "Click on the *Browse…* button in the dialog." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:116 #, check-glossary, rst-text msgid "" "Add a name for the imported web service (optional). Otherwise the name will " "be taken from the configuration file name." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:117 #, check-glossary, rst-text msgid "Click on the *Import* button." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:121 #, check-glossary, rst-text msgid "Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:128 #, check-glossary, rst-text msgid "General Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:133 #, check-glossary, rst-text msgid "Web Service Settings - General" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:144 #, check-glossary, rst-text msgid "Remote system" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:155 #, check-glossary, rst-text msgid "Debug threshold" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:147 #, check-glossary, rst-text msgid "" "The default value is *Debug*. When configured in this manner, all " "communication logs are registered in the database. Each subsequent debug " "threshold value is more restrictive and discards communication logs of lower " "order than the one set in the system." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:150 #, check-glossary, rst-text msgid "Debug threshold levels (from lower to upper):" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:152 #, check-glossary, rst-text msgid "Debug" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:153 #, check-glossary, rst-text msgid "Info" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:154 #, check-glossary, rst-text msgid "Notice" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:155 #, check-glossary, rst-text msgid "Error" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:158 #, check-glossary, rst-text msgid "" "Set the validity of this resource. Resources can only be used in OTOBO if " "this field is set to *valid*. Setting this field to *invalid* or *invalid-" "temporarily* will disable the use of the resource." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:163 #, check-glossary, rst-text msgid "Provider Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:167 #, check-glossary, rst-text msgid "To access the otobo webservice, please use the following URL:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:176 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Provider" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:185 #: ../content/administration-area/processes-automation/web-services.rst:318 #, check-glossary, rst-text msgid "Network transport" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:179 #, check-glossary, rst-text msgid "" "Select which network transport you would like to use with the web service. " "Possible values are *HTTP::REST* and *HTTP::SOAP*." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:184 #, check-glossary, rst-text msgid "" "After selecting the transport method, you have to save the configuration by " "clicking on the *Save* button. A *Configuration* button will be displayed " "next to this field." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:189 #: ../content/administration-area/processes-automation/web-services.rst:322 #, check-glossary, rst-text msgid "Configuration" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:188 #, check-glossary, rst-text msgid "" "The *Configuration* button is visible only after a network transport was " "selected and saved. See the configuration for *OTOBO as Provider - HTTP\\:\\" ":REST* and *OTOBO as Provider - HTTP\\:\\:SOAP* below." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:199 #, check-glossary, rst-text msgid "Add Operation" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:192 #, check-glossary, rst-text msgid "" "This option is visible only after a network transport was selected and " "saved. Selecting an operation will open a new screen for configuration." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:0 #: ../content/administration-area/processes-automation/web-services.rst:198 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Provider - Operation" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:202 #, check-glossary, rst-text msgid "OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:204 #, check-glossary, rst-text msgid "" "To use the OTOBO REST interface, choose the network transport method \"HTTP\\" ":\\:REST\". Save and reload the screen to load the ticket operations." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:207 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:209 #, check-glossary, rst-text msgid "You should now be able to select an operation." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:213 #, check-glossary, rst-text msgid "Operations" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:215 #, check-glossary, rst-text msgid "There are different Ticket Operations which all serve a specific job:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:217 #, check-glossary, rst-text msgid "`Ticket::TicketCreate`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:218 #, check-glossary, rst-text msgid "`Ticket::TicketGet`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:219 #, check-glossary, rst-text msgid "`Ticket::TicketSearch`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:220 #, check-glossary, rst-text msgid "`Ticket::TicketUpdate`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:221 #, check-glossary, rst-text msgid "`Ticket::TicketHistoryGet`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:223 #, check-glossary, rst-text msgid "" "In this example, we are going to use the Ticket::TicketCreate operation. " "Click on \"Add Operation\" and choose the \"Ticket::TicketCreate\" " "operation. Choose a descriptive name, save the operation and go back to the " "webservice overview." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:227 #, check-glossary, rst-text msgid "" "You now should see a new entry \"Route mapping for Operation " "'TicketCreate'\". Enter for example \"/TicketCreate\"" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:230 #, check-glossary, rst-text msgid "" "This will define the route, which will translate to: ``https://YOURSERVER/" "otobo/nph-genericinterface.pl/Webservice//TicketCreate``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:233 #, check-glossary, rst-text msgid "Click \"Save and finish\"." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:235 #, check-glossary, rst-text msgid "Now you can send a request to the endpoint." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:237 #, check-glossary, rst-text msgid "Here is an example using curl:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:262 #, check-glossary, rst-text msgid "" "This request is using the least amount of attributes needed to create a new " "ticket." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:270 #, check-glossary, rst-text msgid "A full list of all attributes needed for operations can be found here:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:265 #, check-glossary, rst-text msgid "" "TicketCreate: https://github.com/RotherOSS/otobo/blob/rel-11_0/Kernel/" "GenericInterface/Operation/Ticket/TicketCreate.pm#L77" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:266 #, check-glossary, rst-text msgid "" "TicketGet: https://github.com/RotherOSS/otobo/blob/rel-11_0/Kernel/" "GenericInterface/Operation/Ticket/TicketGet.pm#L73" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:267 #, check-glossary, rst-text msgid "" "TicketUpdate: https://github.com/RotherOSS/otobo/blob/rel-11_0/Kernel/" "GenericInterface/Operation/Ticket/TicketUpdate.pm#L77" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:268 #, check-glossary, rst-text msgid "" "TicketSearch: https://github.com/RotherOSS/otobo/blob/rel-11_0/Kernel/" "GenericInterface/Operation/Ticket/TicketSearch.pm#L70" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:269 #, check-glossary, rst-text msgid "" "TicketHistoryGet: https://github.com/RotherOSS/otobo/blob/rel-11_0/Kernel/" "GenericInterface/Operation/Ticket/TicketHistoryGet.pm#L67" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:273 #, check-glossary, rst-text msgid "XSLT-Mapping for OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:275 #, check-glossary, rst-text msgid "The XSLT standard can be used to transform XML, JSON and CSV data." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:277 #, check-glossary, rst-text msgid "" "In this example, we are going to use the XSLT mapping to transform the " "response from the webservice into Dynamic Fields." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:279 #, check-glossary, rst-text msgid "" "Create a Dynamic Field of Type Ticket->Text and name it for example " "\"RemoteTicketID\"." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:281 #, check-glossary, rst-text msgid "Given the incoming data:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:287 #, check-glossary, rst-text msgid "We can save the data in the Dynamic Field as follows:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:295 #, check-glossary, rst-text msgid "OTOBO as Provider - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:300 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Provider - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:304 #, check-glossary, rst-text msgid "Requester Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:309 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Requester" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:312 #, check-glossary, rst-text msgid "" "Select which network transport would you like to use with the web service. " "Possible values are *HTTP::REST* and *HTTP::SOAP*." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:317 #, check-glossary, rst-text msgid "" "After selecting the transport method, you have to save the configuration by " "clicking the *Save* button. A *Configuration* button will be displayed next " "to this field." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:321 #, check-glossary, rst-text msgid "" "The *Configuration* button is visible only after a network transport was " "selected and saved. See the configuration for *OTOBO as Requester - HTTP\\:\\" ":REST* and *OTOBO as Requester - HTTP\\:\\:SOAP* below." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:332 #, check-glossary, rst-text msgid "Add error handling module" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:325 #, check-glossary, rst-text msgid "" "This option is visible only after a network transport was selected and " "saved. Selecting an operation will open a new screen for its configuration." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:0 #: ../content/administration-area/processes-automation/web-services.rst:331 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Provider - Error Handling Module" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:335 #, check-glossary, rst-text msgid "OTOBO as Requester - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:340 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Requester - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:344 #, check-glossary, rst-text msgid "OTOBO as Requester - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:349 #, check-glossary, rst-text msgid "Web Service Settings - OTOBO as Requester - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/ticket-settings.rst:2 #, check-glossary, rst-text msgid "Ticket Settings" msgstr "" #: ../content/administration-area/ticket-settings.rst:4 #, check-glossary, rst-text msgid "" "A :term:`ticket` is similar to a medical report created for a hospital " "patient. When a patient first visits the hospital, a medical report is " "created to hold all necessary personal and medical information on him. Over " "multiple visits, as he is attended to by the same or additional doctors, the " "attending doctor updates the report by adding new information on the " "patient's health and the ongoing treatment. This allows any other doctors or " "the nursing staff to get a complete picture on the case at hand. When the " "patient recovers and leaves the hospital, all information from the medical " "report is archived and the report is closed." msgstr "" #: ../content/administration-area/ticket-settings.rst:11 #, check-glossary, rst-text msgid "" "Ticket systems such as OTOBO handle tickets like normal emails. The messages " "are saved in the system. When a customer sends a request, a new ticket is " "generated by the system which is comparable to a new medical report being " "created. The response to this new ticket is comparable to a doctor's entry " "in the medical report. A ticket is closed if an answer is sent back to the " "customer, or if the ticket is separately closed by the system. If a customer " "responds again on an already closed ticket, the ticket is reopened with the " "new information added." msgstr "" #: ../content/administration-area/ticket-settings.rst:21 #, check-glossary, rst-text msgid "Ticket Zoom Screen" msgstr "" #: ../content/administration-area/ticket-settings.rst:23 #, check-glossary, rst-text msgid "" "Every ticket is stored and archived with complete information. Since tickets " "are handled like normal emails, attachments and contextual annotations will " "also be stored with each email. In addition, information on relevant dates, " "employees involved, working time needed for ticket resolution, etc., are " "also saved. At any later stage, tickets can be sorted, and it is possible to " "search through and analyze all information using different filtering " "mechanisms." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:2 #: ../content/administration-area/ticket-settings/templates.rst:104 #, check-glossary, rst-text msgid "Attachments" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:4 #, check-glossary, rst-text msgid "" "For any size of organization it is often required to send a service " "agreement, the terms of service or a privacy statement out when a customer " "signs a contract." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:6 #, check-glossary, rst-text msgid "" "OTOBO can handle an infinite number of attachments (PDF, image, etc.) and " "can bundle them into templates. Your agents don’t need to maintain the " "attachments on their own, nor don’t they need to upload them again and " "again - they can just use the predefined templates." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:9 #, check-glossary, rst-text msgid "" "Use this screen to add attachments for use in templates. A fresh OTOBO " "installation doesn't contain any attachments by default. The attachment " "management screen is available in the *Attachments* module of the *Ticket " "Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:16 #, check-glossary, rst-text msgid "Attachment Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:20 #, check-glossary, rst-text msgid "Manage Attachments" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:22 #, check-glossary, rst-text msgid "To add an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:24 #, check-glossary, rst-text msgid "Click on the *Add Attachment* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:31 #, check-glossary, rst-text msgid "Add Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:33 #, check-glossary, rst-text msgid "To edit an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:35 #, check-glossary, rst-text msgid "Click on an attachment in the list of attachments." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:42 #, check-glossary, rst-text msgid "Edit Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:44 #, check-glossary, rst-text msgid "To delete an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:52 #, check-glossary, rst-text msgid "Delete Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:56 #, check-glossary, rst-text msgid "" "If several attachments are added to the system, use the filter box to find a " "particular attachment by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:60 #, check-glossary, rst-text msgid "Attachment Settings" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:73 #, check-glossary, rst-text msgid "Attachment \\*" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:71 #, check-glossary, rst-text msgid "" "Open the file dialog to add a file from the file system. This field is " "mandatory in the attachment add screen, but optional in the attachment edit " "screen. Adding a new file in the edit screen will overwrite the existing " "attachment." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:2 #, check-glossary, rst-text msgid "Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:4 #, check-glossary, rst-text msgid "" "Quick and transparent service is vital to maintaining a good working " "relationship with your customer. Email, fax, social media and other non-real-" "time communications are patient, but you want to engage your customer " "immediately upon receipt of a request." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:7 #, check-glossary, rst-text msgid "" "OTOBO allows you to respond to a customer immediately upon receipt of a " "request giving the customers instantaneous feedback assuring them that their " "request is in processing, establishing expectation." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:9 #, check-glossary, rst-text msgid "" "Automatic responses can be sent to customers based on the occurrence of " "certain events, such as the creation of a ticket in a specific queue, the " "receipt of a follow-up message in regards to a closed or rejected ticket, " "etc." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to add automatic responses for use in queues. A fresh OTOBO " "installation contains some automatic responses by default. The automatic " "response management screen is available in the *Auto Responses* module of " "the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:18 #, check-glossary, rst-text msgid "Auto Response Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:22 #, check-glossary, rst-text msgid "Manage Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:26 #, check-glossary, rst-text msgid "" "Adding automatic responses requires a valid system address. Create system " "addresses in the :doc:`../communication-notifications/email-addresses` " "screen." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:29 #, check-glossary, rst-text msgid "To add an automatic response:" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:31 #, check-glossary, rst-text msgid "Click on the *Add Auto Response* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:38 #, check-glossary, rst-text msgid "Add Auto Response Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:42 #, check-glossary, rst-text msgid "" "Auto responses can not be deleted from the system. They can only be " "deactivated by setting the *Validity* option to *invalid* or *invalid-" "temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:45 #, check-glossary, rst-text msgid "To edit an automatic response:" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:47 #, check-glossary, rst-text msgid "Click on an automatic response in the list of automatic responses." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:54 #, check-glossary, rst-text msgid "Edit Auto Response Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:58 #, check-glossary, rst-text msgid "" "If several automatic responses are added to the system, use the filter box " "to find a particular automatic response by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:62 #, check-glossary, rst-text msgid "Auto Response Settings" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:73 #, check-glossary, rst-text msgid "The subject of the email sent to the users." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:76 #, check-glossary, rst-text msgid "Response" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:76 #, check-glossary, rst-text msgid "The body of the email sent to the users." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:79 #, check-glossary, rst-text msgid "" "The event type that triggers the sending of this automatic response. Only " "one automatic response can be sent automatically per event. The following " "event types are available:" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:87 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:54 #, check-glossary, rst-text msgid "auto follow up" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:84 #, check-glossary, rst-text msgid "" "Is triggered for any follow-up message on an existing ticket. This includes " "also article notes which are visible for the customer. If the :doc:`../" "administration/system-configuration` option 'AutoResponseForWebTickets' is " "activated the automatic response is also sent for follow up articles created " "through the customer web interface or through a telephone call otherwise " "only for follow up articles created from a customer email. This automatic " "repsonse does not apply for new tickets, see the 'auto reply' event type." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:90 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:51 #, check-glossary, rst-text msgid "auto reject" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:90 #, check-glossary, rst-text msgid "" "If the :doc:`queues` setting 'follow up option' is set to 'reject' this " "event will be triggered if a customer answers in a ticket, that is already " "closed." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:93 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:60 #, check-glossary, rst-text msgid "auto remove" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:93 #, check-glossary, rst-text msgid "" "If a ticket is deleted by the system, the customer gets this automatic " "response." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:98 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:48 #, check-glossary, rst-text msgid "auto reply" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:96 #, check-glossary, rst-text msgid "" "If a new ticket is generated the customer will get this auto response. If " "the :doc:`../administration/system-configuration` option " "'AutoResponseForWebTickets' is activated the automatic response is also sent " "for new tickets created through the customer web interface or through a " "telephone call (telephone ticket) otherwise only for new tickets created " "from a customer email. This automatic repsonse does not apply if the 'auto " "reply/new ticket' event type occours." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:102 #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:57 #, check-glossary, rst-text msgid "auto reply/new ticket" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:101 #, check-glossary, rst-text msgid "" "If the :doc:`queues` setting 'follow up option' is set to 'new ticket' this " "event will be triggered if a customer answers in a ticket, that is already " "closed. You can use this message to inform the customer of the new ticket " "number." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:105 #, check-glossary, rst-text msgid "Auto response from \\*" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:105 #, check-glossary, rst-text msgid "" "The sender email address, from which the automatic response will be sent." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:117 #: ../content/administration-area/ticket-settings/auto-responses.rst:126 #, check-glossary, rst-text msgid "Auto Response Variables" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:4 #, check-glossary, rst-text msgid "" "Sometimes tickets are not equally created. One ticket may need more focus " "than another. A customer may be given a higher priority by the service desk " "to help raise customer satisfaction in a pinch or to ensure that a long-" "running request receives special attention. Keeping track of these higher " "priority requests is important, as well as handling them quickly." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:9 #, check-glossary, rst-text msgid "" "OTOBO provides a traffic light system based per default five levels of " "priorities to handle this task." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:11 #, check-glossary, rst-text msgid "Blue: very low" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:12 #, check-glossary, rst-text msgid "Green: low" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:13 #, check-glossary, rst-text msgid "Grey: normal" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:14 #, check-glossary, rst-text msgid "Pink: high" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:15 #, check-glossary, rst-text msgid "Red: very high" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:17 #, check-glossary, rst-text msgid "" "The colors are based on the ID (very low being ID 1) in the database. " "Changing the names should be done with this in mind. New priorities have the " "color gray." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:21 #, check-glossary, rst-text msgid "" "Use this screen to add priorities to the system. A fresh OTOBO installation " "contains five default priority levels. The priority management screen is " "available in the *Priorities* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:28 #, check-glossary, rst-text msgid "Priority Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:32 #, check-glossary, rst-text msgid "Manage Priorities" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:36 #, check-glossary, rst-text msgid "" "When creating a customized list of priorities, please keep in mind that they " "are sorted alphabetically in the priority selection box in the user " "interface." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:38 #, check-glossary, rst-text msgid "To add a priority:" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:40 #, check-glossary, rst-text msgid "Click on the *Add Priority* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:47 #, check-glossary, rst-text msgid "Add Priority Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:51 #, check-glossary, rst-text msgid "" "Priorities can not be deleted from the system. They can only be deactivated " "by setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:56 #, check-glossary, rst-text msgid "" "It's recommended to limit your system to 5 priorities or less and reuse the " "current 5 to keep the use of the traffic light system." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:58 #, check-glossary, rst-text msgid "To edit a priority:" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:60 #, check-glossary, rst-text msgid "Click on a priority in the list of priorities." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:67 #, check-glossary, rst-text msgid "Edit Priority Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:71 #, check-glossary, rst-text msgid "" "If several priorities are added to the system, use the filter box to find a " "particular priority by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:76 #, check-glossary, rst-text msgid "Priority Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:78 #, check-glossary, rst-text msgid "" "If you change the name of a priority which is used in the system " "configuration, a validation check will warn you and give you the following " "options:" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:81 #: ../content/administration-area/ticket-settings/queues.rst:63 #: ../content/administration-area/ticket-settings/states.rst:103 #, check-glossary, rst-text msgid "Save and update automatically" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:81 #: ../content/administration-area/ticket-settings/queues.rst:63 #: ../content/administration-area/ticket-settings/states.rst:103 #, check-glossary, rst-text msgid "Apply the change and also update the affected settings." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:85 #: ../content/administration-area/ticket-settings/queues.rst:67 #: ../content/administration-area/ticket-settings/states.rst:107 #, check-glossary, rst-text msgid "Don't save, update manually" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:84 #: ../content/administration-area/ticket-settings/queues.rst:66 #: ../content/administration-area/ticket-settings/states.rst:106 #, check-glossary, rst-text msgid "" "Apply the change, but don't update the affected settings. The updates need " "to be done manually." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:88 #: ../content/administration-area/ticket-settings/queues.rst:70 #: ../content/administration-area/ticket-settings/states.rst:110 #, check-glossary, rst-text msgid "Cancel" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:88 #: ../content/administration-area/ticket-settings/queues.rst:70 #: ../content/administration-area/ticket-settings/states.rst:110 #, check-glossary, rst-text msgid "Cancel the action." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:98 #, check-glossary, rst-text msgid "Priority Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:4 #, check-glossary, rst-text msgid "" "Teams need a workspace and the ability to dispatch work based on skill " "level, security level, department or responsibility just to name a few. " "Other teams may also need to view or react to these requests as well." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:7 #, check-glossary, rst-text msgid "" "OTOBO uses queues to provide your teams with structure. Queues provide a " "powerful way to divide and disperse the work to the responsible group of " "people." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add queues to the system. In a fresh OTOBO installation " "there are 4 default queues: *Raw*, *Junk*, *Misc* and *Postmaster*. All " "incoming messages will be stored in the *Raw* queue if no filter rules are " "defined. The *Junk* queue can be used to store spam messages. The queue " "management screen is available in the *Queues* module of the *Ticket " "Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:18 #, check-glossary, rst-text msgid "Queue Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:22 #, check-glossary, rst-text msgid "Manage Queues" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:24 #, check-glossary, rst-text msgid "To add a queue:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:26 #, check-glossary, rst-text msgid "Click on the *Add Queue* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:33 #, check-glossary, rst-text msgid "Add Queue Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:37 #, check-glossary, rst-text msgid "" "Queues can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:40 #, check-glossary, rst-text msgid "To edit a queue:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:42 #, check-glossary, rst-text msgid "Click on a queue in the list of queues." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:49 #, check-glossary, rst-text msgid "Edit Queue Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:53 #, check-glossary, rst-text msgid "" "If several queues are added to the system, use the filter box to find a " "particular queue by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:58 #, check-glossary, rst-text msgid "Queue Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:60 #, check-glossary, rst-text msgid "" "If you change the name of a queue which is used in the system configuration, " "a validation check will warn you and give you the following options:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:80 #, check-glossary, rst-text msgid "Queue Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:92 #, check-glossary, rst-text msgid "Sub-queue of" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:91 #, check-glossary, rst-text msgid "" "It is possible to add the new queue under an existing one as sub-queue. This " "will be displayed as *Parent Queue::Child Queue*." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:96 #, check-glossary, rst-text msgid "Group \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:95 #, check-glossary, rst-text msgid "" "It is possible to limit access to the selected group. The group creates a " "permission link between the queue and an agent or a customer user." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:100 #, check-glossary, rst-text msgid "Unlock timeout minutes" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:99 #, check-glossary, rst-text msgid "" "Any ticket on open, which is locked, in this queue will automatically unlock " "after the set amount of minutes. The value *0* (default) means tickets in " "this queue remain locked." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:107 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:90 #, check-glossary, rst-text msgid "Escalation - first response time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:103 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:86 #, check-glossary, rst-text msgid "" "The maximum amount of working time allowed before the agent contacts with " "the customer." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:107 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:90 #, check-glossary, rst-text msgid "" "First response time will not trigger for an email ticket or telephone ticket " "created by an agent." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:110 #: ../content/administration-area/ticket-settings/queues.rst:116 #: ../content/administration-area/ticket-settings/queues.rst:127 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:93 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:99 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:109 #, check-glossary, rst-text msgid "Notify by" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:110 #: ../content/administration-area/ticket-settings/queues.rst:116 #: ../content/administration-area/ticket-settings/queues.rst:126 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:93 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:99 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:109 #, check-glossary, rst-text msgid "Notify before time limit is reached (in percent)." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:113 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:96 #, check-glossary, rst-text msgid "Escalation - update time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:113 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:96 #, check-glossary, rst-text msgid "" "The maximum amount of working time allowed between the agent contacts with " "the customer." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:123 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:106 #, check-glossary, rst-text msgid "Escalation - solution time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:119 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:102 #, check-glossary, rst-text msgid "" "The maximum amount of working time allowed until the ticket is marked as " "solved." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:123 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:106 #, check-glossary, rst-text msgid "Solution time will not reset if the ticket is reopened." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:144 #, check-glossary, rst-text msgid "Follow up Option \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:130 #, check-glossary, rst-text msgid "Specify the handling of a follow up on closed tickets. Possible values:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:134 #, check-glossary, rst-text msgid "new ticket" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:134 #, check-glossary, rst-text msgid "The follow up will create a new ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:137 #, check-glossary, rst-text msgid "possible" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:137 #, check-glossary, rst-text msgid "The follow up will reopen the already closed ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:140 #, check-glossary, rst-text msgid "reject" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:140 #, check-glossary, rst-text msgid "The follow up will be rejected." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:144 #, check-glossary, rst-text msgid "See :doc:`auto-responses` chapter for more information." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:153 #, check-glossary, rst-text msgid "Ticket lock after a follow up \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:147 #, check-glossary, rst-text msgid "" "Only applicable if the *Follow up Option* is set to *possible*. Locks the " "previously closed ticket, upon reopening, to the last owner. This ensures " "that a follow up for a ticket is processed by the agent that has previously " "handled that ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:152 #, check-glossary, rst-text msgid "" "This does not take out-of-office into account. Use this setting with care to " "ensure or in combination with *Unlock timeout minutes*." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:161 #, check-glossary, rst-text msgid "System address \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:156 #, check-glossary, rst-text msgid "" "Select one of the :doc:`../communication-notifications/email-addresses` as " "the sender identity for this queue." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:160 #, check-glossary, rst-text msgid "" "This is an ID in the database. Making changes to the :doc:`../communication-" "notifications/email-addresses` can have adverse effects here." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:164 #, check-glossary, rst-text msgid "Default sign key" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:164 #, check-glossary, rst-text msgid "" "This is only active if :doc:`../communication-notifications/pgp-keys` or " ":doc:`../communication-notifications/s-mime-certificates` is enabled in the " ":doc:`../administration/system-configuration`. Choose the key to sign emails " "per default." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:167 #: ../content/administration-area/ticket-settings/salutations.rst:73 #, check-glossary, rst-text msgid "Salutation \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:167 #, check-glossary, rst-text msgid "Select one of the defined :doc:`salutations`." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:170 #: ../content/administration-area/ticket-settings/signatures.rst:73 #, check-glossary, rst-text msgid "Signature \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:170 #, check-glossary, rst-text msgid "Select one of the defined :doc:`signatures`." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:173 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:82 #, check-glossary, rst-text msgid "" "Select the calendar which defines working hours for this queue. Calendars " "are defined in the :doc:`../administration/system-configuration`." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:184 #, check-glossary, rst-text msgid "Chat Channel" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:185 #, check-glossary, rst-text msgid "" "Chat channel that will be used for communication related to the tickets in " "this queue." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:2 #, check-glossary, rst-text msgid "Queues ↔ Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:4 #, check-glossary, rst-text msgid "" "Communicating a change in, for example, service times, service levels or " "other information which would be good for a customer to know when opening a " "ticket can be a tedious and error-ridden task. Attempting to make sure all " "departments have the correct information and transmitting this to their " "customers poses a challenge." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:7 #, check-glossary, rst-text msgid "" "OTOBO gives you the power to quickly assign the appropriate automatic " "responses to any queue, containing pertinent service information, ensuring " "this information reaches your customers before expectations aren't reached." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:9 #, check-glossary, rst-text msgid "" "Use this screen to add one or more automatic responses to one or more " "queues. The management screen is available in the *Queues ↔ Auto Responses* " "module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:15 #, check-glossary, rst-text msgid "Manage Queue-Auto Response Relations" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:19 #, check-glossary, rst-text msgid "Manage Queues ↔ Auto Responses Relations" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:21 #, check-glossary, rst-text msgid "To assign an automatic response to a queue:" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:23 #: ../content/administration-area/ticket-settings/templates-queues.rst:34 #, check-glossary, rst-text msgid "Click on a queue in the *Queues* column." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:24 #, check-glossary, rst-text msgid "Select the automatic responses you would like to add the queue to." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:30 #, check-glossary, rst-text msgid "Change Auto Response Relations for Queue" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:34 #, check-glossary, rst-text msgid "" "It is not possible to assign multiple queues to an automatic response by " "clicking on the automatic response name. A click on the automatic response " "will open to the :doc:`auto-responses` screen." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:39 #, check-glossary, rst-text msgid "" "If several automatic responses or queues are added to the system, use the " "filter box to find a particular automatic response or queue by just typing " "the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:43 #, check-glossary, rst-text msgid "Queues ↔ Auto Responses Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:45 #, check-glossary, rst-text msgid "" "The following settings are available when assigning some automatic responses " "to a queue." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:48 #, check-glossary, rst-text msgid "" "This automatic response will be sent to users, when they send a message to " "the queue, and the message is not a follow-up message of a ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:51 #, check-glossary, rst-text msgid "" "This automatic response will be sent to users, when they send a message to " "the queue and *reject* is set as *Follow up Option* in the queue settings." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:54 #, check-glossary, rst-text msgid "" "This automatic response will be sent to users, when they send a message to " "the queue and *possible* is set as *Follow up Option* in the queue settings." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:57 #, check-glossary, rst-text msgid "" "This automatic response will be sent to users, when they send a message to " "the queue and *new ticket* is set as *Follow up Option* in the queue " "settings." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:60 #, check-glossary, rst-text msgid "" "This automatic response will be sent to users, when the remove option is " "enabled." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:64 #, check-glossary, rst-text msgid "" "*Auto reply*, *auto reject* and *auto reply/new ticket* mutually cancel each " "other based on the :doc:`queues` settings. Only one will take effect per " "queue." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:2 #, check-glossary, rst-text msgid "Salutations" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:4 #, check-glossary, rst-text msgid "" "Addressing customers must be done in a standardized way. Your customers may " "not always be external customers requiring a less formal greeting." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:7 #, check-glossary, rst-text msgid "" "OTOBO provides you with the tools needed to create a standardized " "communication form for any one of your queues. As defined in the :ref:`Queue " "Settings`: :doc:`salutations`, :doc:`templates`, and :doc:`signatures` are " "combined to ensure a well formed standardized email communication." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:10 #, check-glossary, rst-text msgid "" "Salutations can be linked to one or more :doc:`queues`. A salutation is used " "only in email answers to tickets." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:12 #, check-glossary, rst-text msgid "" "Use this screen to add salutations to the system. A fresh OTOBO installation " "already contains a standard salutation. The salutation management screen is " "available in the *Salutations* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:19 #, check-glossary, rst-text msgid "Salutation Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:23 #, check-glossary, rst-text msgid "Manage Salutations" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:25 #, check-glossary, rst-text msgid "To add a salutation:" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:27 #, check-glossary, rst-text msgid "Click on the *Add Salutation* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:34 #, check-glossary, rst-text msgid "Add Salutation Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:38 #, check-glossary, rst-text msgid "" "Salutations can not be deleted from the system. They can only be deactivated " "by setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:41 #, check-glossary, rst-text msgid "To edit a salutation:" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:43 #, check-glossary, rst-text msgid "Click on a salutation in the list of salutations." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:50 #, check-glossary, rst-text msgid "Edit Salutation Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:54 #, check-glossary, rst-text msgid "" "If several salutations are added to the system, use the filter box to find a " "particular salutation by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:58 #: ../content/administration-area/ticket-settings/signatures.rst:58 #, check-glossary, rst-text msgid "" "Before invalidating this object, please go to the *Queues* module of the " "*Ticket Settings* group and make sure all queues using this setting are " "using a valid object." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:62 #, check-glossary, rst-text msgid "Salutation Settings" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:73 #, check-glossary, rst-text msgid "The text that will be placed to the beginning of new emails." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:85 #: ../content/administration-area/ticket-settings/salutations.rst:94 #, check-glossary, rst-text msgid "Salutation Variables" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:96 #, check-glossary, rst-text msgid "" "For example, the variable ```` expands to " "the customer's last name to be included in something like the following." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:2 #, check-glossary, rst-text msgid "Service Level Agreements" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:4 #, check-glossary, rst-text msgid "" "Your organization must meet the time demands of your customers. Timely " "service matters. Response to questions, updates on issues, and solutions " "must be provided in an agreed amount of time. The agent must receive " "notification of possible breaches, to prevent ticket escalation." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:9 #, check-glossary, rst-text msgid "" "OTOBO scales well with your needs and offers management of service level " "agreements (SLAs). OTOBO provides you with the possibility to create " "numerous service level agreements covering all of your service and customer " "need. Each :term:`SLA` can cover multiple services and define the " "availability of service and escalation periods." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:12 #, check-glossary, rst-text msgid "" "Use this screen to add service level agreements to the system. A fresh OTOBO " "installation doesn't contain any service level agreements by default. The " "service level agreement management screen is available in the *Service Level " "Agreements* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:19 #, check-glossary, rst-text msgid "Service Level Agreement Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:23 #: ../content/administration-area/ticket-settings/services.rst:22 #, check-glossary, rst-text msgid "" "To use this feature, ``Ticket::Service`` must be activated in the :doc:`../" "administration/system-configuration` under the *Administration* group to be " "selectable in the ticket screens. You may click on the link in the warning " "message of the notification bar to directly jump to the configuration " "setting." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:28 #, check-glossary, rst-text msgid "Manage Service Level Agreements" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:32 #, check-glossary, rst-text msgid "" "Adding service level agreements requires, that at least one service is added " "to the system. Create services in the :doc:`services` screen." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:35 #, check-glossary, rst-text msgid "To add a service level agreement:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:37 #, check-glossary, rst-text msgid "Click on the *Add SLA* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:44 #, check-glossary, rst-text msgid "Add Service Level Agreement Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:48 #, check-glossary, rst-text msgid "" "Service level agreements can not be deleted from the system. They can only " "be deactivated by setting the *Validity* option to *invalid* or *invalid-" "temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:51 #, check-glossary, rst-text msgid "To edit a service level agreement:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:53 #, check-glossary, rst-text msgid "" "Click on a service level agreement in the list of service level agreements." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:60 #, check-glossary, rst-text msgid "Edit Service Level Agreement Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:64 #, check-glossary, rst-text msgid "" "If several service level agreements are added to the system, use the filter " "box to find a particular service level agreement by just typing the name to " "filter." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:68 #, check-glossary, rst-text msgid "Service Level Agreement Settings" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:76 #, check-glossary, rst-text msgid "SLA \\*" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:79 #: ../content/glossary.rst:68 #, check-glossary, rst-text msgid "Service" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:79 #, check-glossary, rst-text msgid "Select one or more of the :doc:`services` to be assigned to this SLA." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:119 #, check-glossary, rst-text msgid "Dialog message" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:120 #, check-glossary, rst-text msgid "" "Is being displayed if a customer chooses this SLA on ticket creation (only " "in the external interface)." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:4 #, check-glossary, rst-text msgid "" "Requests to your service desk should be categorized based on affected " ":term:`service` to correctly reach a team of experts to deal with the issue. " "Because not all your agents can deal with specific problems. Lack of " "experience or access to resources to fix an issue requires defining the " "service affected in a ticket helps to categorize the issue and target the " "correct teams." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:8 #, check-glossary, rst-text msgid "" "OTOBO allows adding all services offered to your customers. These services " "may be later bound to :doc:`service-level-agreements` to ensure a timely " "solution based on customer-specific agreements." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to add services to the system. A fresh OTOBO installation " "doesn't contain any services by default. The service management screen is " "available in the *Services* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:18 #, check-glossary, rst-text msgid "Service Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:27 #, check-glossary, rst-text msgid "Manage Services" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:29 #, check-glossary, rst-text msgid "To add a service:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:31 #, check-glossary, rst-text msgid "Click on the *Add Service* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:38 #, check-glossary, rst-text msgid "Add Service Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:42 #, check-glossary, rst-text msgid "" "Services can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:45 #, check-glossary, rst-text msgid "To edit a service:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:47 #, check-glossary, rst-text msgid "Click on a service in the list of services." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:54 #, check-glossary, rst-text msgid "Edit Service Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:58 #, check-glossary, rst-text msgid "" "If several services are added to the system, use the filter box to find a " "particular service by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:68 #, check-glossary, rst-text msgid "Service Settings" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:76 #, check-glossary, rst-text msgid "Service \\*" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:80 #, check-glossary, rst-text msgid "Sub-service of" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:79 #, check-glossary, rst-text msgid "" "It is possible to add the new service under an existing one as sub-service. " "This will be displayed as *Parent Service::Child Service*." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:92 #, check-glossary, rst-text msgid "" "A service can only be selectable in the ticket screens, if the service is " "assigned to the customer user of the ticket or it is set as default service " "for all customer users in the :doc:`../users-groups-roles/customer-users-" "services` screen." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:2 #, check-glossary, rst-text msgid "Signatures" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:4 #, check-glossary, rst-text msgid "" "Corporate identity and team information are essential in each communication. " "The name of the employee writing and other vital details like disclaimers " "are some examples of necessary information to include in the communication " "with the customer." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:7 #, check-glossary, rst-text msgid "" "OTOBO provides you with the same tools here, as with :doc:`salutations`, to " "create a standardized communication form for any one of your queues. As " "defined in the :ref:`Queue Settings`: :doc:`salutations`, :doc:`templates`, " "and :doc:`signatures` are combined to ensure a well formed standardized " "email communication." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:10 #, check-glossary, rst-text msgid "" "Signatures can be linked to one or more :doc:`queues`. A signature is used " "only in email answers to tickets." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:12 #, check-glossary, rst-text msgid "" "Use this screen to add signatures to the system. A fresh OTOBO installation " "already contains a standard signature. The signature management screen is " "available in the *Signatures* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:19 #, check-glossary, rst-text msgid "Signature Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:23 #, check-glossary, rst-text msgid "Manage Signatures" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:25 #, check-glossary, rst-text msgid "To add a signature:" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:27 #, check-glossary, rst-text msgid "Click on the *Add Signature* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:34 #, check-glossary, rst-text msgid "Add Signature Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:38 #, check-glossary, rst-text msgid "" "Signatures can not be deleted from the system. They can only be deactivated " "by setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:41 #, check-glossary, rst-text msgid "To edit a signature:" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:43 #, check-glossary, rst-text msgid "Click on a signature in the list of signatures." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:50 #, check-glossary, rst-text msgid "Edit Signature Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:54 #, check-glossary, rst-text msgid "" "If several signatures are added to the system, use the filter box to find a " "particular signature by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:62 #, check-glossary, rst-text msgid "Signature Settings" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:73 #, check-glossary, rst-text msgid "The text that will be placed to the end of new emails." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:85 #: ../content/administration-area/ticket-settings/signatures.rst:94 #, check-glossary, rst-text msgid "Signature Variables" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:96 #, check-glossary, rst-text msgid "" "For example, the variable `` " "`` expands to the agent's first and last name " "allowing a template to include something like the following." msgstr "" #: ../content/administration-area/ticket-settings/state-pre-selection-for-templates.rst:2 #, check-glossary, rst-text msgid "State pre-selection for Templates" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:2 #, check-glossary, rst-text msgid "States" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:4 #, check-glossary, rst-text msgid "" "Active tracking of tickets leads to a better sense of workload and provides " "metrics as a key performance indicator. Sorting tasks and setting " "appointments can help to level-off the workload and keep your service desk " "running." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:7 #, check-glossary, rst-text msgid "" "OTOBO uses ticket states to ensure that your agents always know which " "tickets are being attended to and which not. Additionally, detailed reports " "on the states of your tickets can be provided by ticket search or reports " "and personalized sorting is possible using dashboards and queue and service " "overviews." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:10 #, check-glossary, rst-text msgid "" "Nine states are pre-defined. More states can be added, but the default " "states are enough to get you going and mostly enough for any situation." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:13 #, check-glossary, rst-text msgid "The default states are the following:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:17 #, check-glossary, rst-text msgid "closed successful" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:16 #, check-glossary, rst-text msgid "A ticket is complete. The customer received a solution which worked." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:21 #, check-glossary, rst-text msgid "closed unsuccessful" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:20 #, check-glossary, rst-text msgid "" "A ticket is complete. The customer received no solution or the solution was " "not appropriate." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:24 #: ../content/administration-area/ticket-settings/states.rst:135 #, check-glossary, rst-text msgid "merged" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:24 #, check-glossary, rst-text msgid "The ticket content is found in a different ticket." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:27 #: ../content/administration-area/ticket-settings/states.rst:136 #, check-glossary, rst-text msgid "new" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:27 #, check-glossary, rst-text msgid "The ticket is created by the customer without contact with an agent." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:31 #: ../content/administration-area/ticket-settings/states.rst:137 #, check-glossary, rst-text msgid "open" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:30 #, check-glossary, rst-text msgid "" "The ticket is currently in progress. Customer and agent are in contact with " "each another." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:34 #, check-glossary, rst-text msgid "pending auto close+" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:34 #, check-glossary, rst-text msgid "" "The ticket will be set as *closed successful* upon reaching the pending time." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:37 #, check-glossary, rst-text msgid "pending auto close-" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:37 #, check-glossary, rst-text msgid "" "The ticket will be set as *closed unsuccessful* upon reaching the pending " "time." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:40 #: ../content/administration-area/ticket-settings/states.rst:139 #, check-glossary, rst-text msgid "pending reminder" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:40 #, check-glossary, rst-text msgid "The ticket should be worked on again upon reaching the pending time." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:43 #: ../content/administration-area/ticket-settings/states.rst:140 #, check-glossary, rst-text msgid "removed" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:43 #, check-glossary, rst-text msgid "The ticket has been removed from the system." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:47 #, check-glossary, rst-text msgid "" "Pending jobs are checked per default every two hours and forty-five minutes. " "This time is a static time, which means the times are 02:45, 04:45, 06:45 " "and so on. The job can be run more often or seldom and is configured in the " "*System Configuration* module of the *Administration* group." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:51 #, check-glossary, rst-text msgid "" "Use this screen to add states to the system. A fresh OTOBO installation " "contains several states by default. The state management screen is available " "in the *States* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:58 #, check-glossary, rst-text msgid "State Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:62 #, check-glossary, rst-text msgid "Manage States" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:64 #, check-glossary, rst-text msgid "To add a state:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:66 #, check-glossary, rst-text msgid "Click on the *Add State* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:73 #, check-glossary, rst-text msgid "Add State Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:77 #, check-glossary, rst-text msgid "" "States can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:80 #, check-glossary, rst-text msgid "To edit a state:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:82 #, check-glossary, rst-text msgid "Click on a state in the list of states." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:89 #, check-glossary, rst-text msgid "Edit State Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:93 #, check-glossary, rst-text msgid "" "If several states are added to the system, use the filter box to find a " "particular state by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:98 #, check-glossary, rst-text msgid "State Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:100 #, check-glossary, rst-text msgid "" "If you change the name of a state which is used in the system configuration, " "a validation check will warn you and give you the following options:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:120 #, check-glossary, rst-text msgid "State Settings" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:145 #, check-glossary, rst-text msgid "State type \\*" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:131 #, check-glossary, rst-text msgid "" "Every state is linked to a type, which needs to be specified if a new state " "is created or an existing one is edited. The following types are available:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:134 #, check-glossary, rst-text msgid "closed" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:138 #, check-glossary, rst-text msgid "pending auto" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:144 #, check-glossary, rst-text msgid "" "State types are predefined and cannot be changed in the software due to " "their special mechanics. When adding new states for *pending auto* and " "*pending reminder* state types you must make further configurations in the " "*System Configuration* module of the *Administration* group." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:157 #, check-glossary, rst-text msgid "State Configuration Options" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:159 #, check-glossary, rst-text msgid "" "The following options are relevant and noteworthy. Please review these when " "managing states:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:162 #, check-glossary, rst-text msgid "``Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck``" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:163 #, check-glossary, rst-text msgid "``Ticket::StateAfterPending``" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:4 #, check-glossary, rst-text msgid "" "Providing the correct and consistent answer all the time regardless of " "employee or knowledge-level is important to maintain a professional " "appearance to your customers. Additionally, speed in sending standard " "answers is key to wading through the masses of requests in growing service " "desks." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:7 #, check-glossary, rst-text msgid "" "OTOBO templates offer you a variety of ways to deal with standardizing " "communications and help to pre-define texts so that the customer always " "receives the same level and quality of service from all agents." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:9 #, check-glossary, rst-text msgid "" "Use this screen to add templates for use in communications. A fresh OTOBO " "installation already contains a template by default. The template management " "screen is available in the *Templates* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:16 #, check-glossary, rst-text msgid "Template Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:20 #, check-glossary, rst-text msgid "Manage Templates" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:24 #, check-glossary, rst-text msgid "" "To add attachments to a template, it needs to create the attachment first in " "the :doc:`attachments` screen." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:26 #, check-glossary, rst-text msgid "To add a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:28 #, check-glossary, rst-text msgid "Click on the *Add Template* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:35 #, check-glossary, rst-text msgid "Add Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:37 #, check-glossary, rst-text msgid "To edit a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:39 #, check-glossary, rst-text msgid "Click on a template in the list of templates." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:46 #, check-glossary, rst-text msgid "Edit Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:48 #, check-glossary, rst-text msgid "To delete a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:50 #, check-glossary, rst-text msgid "Click on the trash icon in the list of templates." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:56 #, check-glossary, rst-text msgid "Delete Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:60 #, check-glossary, rst-text msgid "" "If several templates are added to the system, a filter box is useful to find " "a particular template by just typing to filter." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:64 #, check-glossary, rst-text msgid "Template Settings" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:70 #, check-glossary, rst-text msgid "" "There are different kind of templates that are used for different purposes. " "A template can be:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:74 #, check-glossary, rst-text msgid "Answer" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:74 #, check-glossary, rst-text msgid "To be used as a ticket response or reply." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:77 #, check-glossary, rst-text msgid "Create" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:77 #, check-glossary, rst-text msgid "To be used for new phone or email ticket." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:80 #, check-glossary, rst-text msgid "Email" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:80 #, check-glossary, rst-text msgid "To be used for writing an email to a customer user or to someone else." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:83 #, check-glossary, rst-text msgid "Forward" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:83 #, check-glossary, rst-text msgid "To be used to forward an article to someone else." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:86 #, check-glossary, rst-text msgid "Note" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:86 #, check-glossary, rst-text msgid "To be used to create notes." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:89 #, check-glossary, rst-text msgid "Phone call" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:89 #, check-glossary, rst-text msgid "To be used for inbound and outbound phone calls." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:92 #, check-glossary, rst-text msgid "Process dialog" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:92 #, check-glossary, rst-text msgid "" "To be used in process management to pre-fill text of articles in user task " "activity dialogs." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:100 #, check-glossary, rst-text msgid "Template" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:100 #, check-glossary, rst-text msgid "The body of the article added by the template." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:103 #, check-glossary, rst-text msgid "" "It is possible to add one or more attachments to this template. Attachments " "can be added in the :doc:`attachments` screen." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:116 #: ../content/administration-area/ticket-settings/templates.rst:125 #, check-glossary, rst-text msgid "Template Variables" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:2 #, check-glossary, rst-text msgid "Templates ↔ Attachments" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:4 #, check-glossary, rst-text msgid "" "Making changes to standard attachments is sometimes overwhelming. The " "question is, \"Where were the attachments used?\" or \"How to quickly update " "them across the board?\". It's also important to know who are using which " "attachments, before updating them. A new attachment can have multiple uses " "within your organization." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:8 #, check-glossary, rst-text msgid "" "OTOBO empowers you to manage this providing you an overview to manage the " "1:n relationships and quickly identify the templates using your attachments." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add one or more attachments to one or more templates. To " "use this function, at least one attachment and one template need to have " "been added to the system. The management screen is available in the " "*Templates ↔ Attachments* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:17 #, check-glossary, rst-text msgid "Manage Template-Attachment Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:21 #, check-glossary, rst-text msgid "Manage Templates ↔ Attachments Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:23 #, check-glossary, rst-text msgid "To add some attachments to a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:25 #: ../content/administration-area/ticket-settings/templates-queues.rst:23 #, check-glossary, rst-text msgid "Click on a template in the *Templates* column." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:26 #, check-glossary, rst-text msgid "Select the attachments you would like to add to the template." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:32 #, check-glossary, rst-text msgid "Change Attachment Relations for Template" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:34 #, check-glossary, rst-text msgid "To assign an attachment to some templates:" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:36 #, check-glossary, rst-text msgid "Click on an attachment in the *Attachments* column." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:37 #, check-glossary, rst-text msgid "Select the templates you would like to assign the attachment to." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:43 #, check-glossary, rst-text msgid "Change Template Relations for Attachment" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:47 #, check-glossary, rst-text msgid "" "If several templates or attachments are added to the system, use the filter " "box to find a particular template or attachment by just typing the name to " "filter." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:49 #, check-glossary, rst-text msgid "" "Multiple templates or attachments can be assigned in both screens at the " "same time. Additionally clicking on a template or clicking on an attachment " "in the relations screen will open the *Edit Template* screen or the *Edit " "Attachment* screen accordingly." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:54 #, check-glossary, rst-text msgid "" "Accessing a template or an attachment provides no back link to the relations " "screen." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:2 #, check-glossary, rst-text msgid "Templates ↔ Queues" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:4 #, check-glossary, rst-text msgid "" "Sharing, distributing and making changes to standard text modules and " "information for sharing with customers or communication between teams can be " "an impossible mission." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:6 #, check-glossary, rst-text msgid "" "OTOBO can quickly aid you in ensuring that all of your teams have the " "correct templates available for use by assignment based on the queue." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:8 #, check-glossary, rst-text msgid "" "Use this screen to add one or more templates to one or more queues. To use " "this function, at least one template and one queue need to have been added " "to the system. The management screen is available in the *Templates ↔ " "Queues* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:15 #, check-glossary, rst-text msgid "Manage Template-Queue Relations Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:19 #, check-glossary, rst-text msgid "Manage Templates ↔ Queues Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:21 #, check-glossary, rst-text msgid "To assign a template to a queue:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:24 #, check-glossary, rst-text msgid "Select the queues you would like to add the template to." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:30 #, check-glossary, rst-text msgid "Change Queue Relations for Template" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:32 #, check-glossary, rst-text msgid "To assign a queue to a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:35 #, check-glossary, rst-text msgid "Select the templates you would like to assign the queue to." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:41 #, check-glossary, rst-text msgid "Change Template Relations for Queue" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:45 #, check-glossary, rst-text msgid "" "If several templates or queues are added to the system, use the filter box " "to find a particular template or queue by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:47 #, check-glossary, rst-text msgid "" "Multiple templates or queues can be assigned in both screens at the same " "time. Additionally clicking on a template or clicking on a queue in the " "relations screen will open the *Edit Template* screen or the *Edit Queue* " "screen accordingly." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:52 #, check-glossary, rst-text msgid "" "Accessing a queue or a template provides no back link to the relations " "screen." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:2 #, check-glossary, rst-text msgid "Ticket Masks Settings" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:4 #, check-glossary, rst-text msgid "" "Consistency and efficiency in handling customer inquiries are fundamental " "aspects for service desks aiming for excellence. The ability to customize " "and organize dynamic fields in ticket forms in a specific manner is " "essential to ensure an optimal experience for users." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:6 #, check-glossary, rst-text msgid "" "The 'Ticket Masks' feature in OTOBO allows users to create customized " "templates that enable them to define the order and appearance of dynamic " "fields in forms precisely. This feature offers the flexibility to set " "titles, labels, and presentation formats such as grids, as well as the " "ability to make fields read-only and store multiple values for a single " "field in a single form." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:8 #, check-glossary, rst-text msgid "" "With 'Ticket Masks', agents can streamline ticket management by tailoring " "the presentation of information to the specific needs of each situation, " "leading to greater operational efficiency and a more satisfying user " "experience." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add Ticket masks for use in communications. A new OTOBO " "installation already contains Ticket masks for all existing actions. The " "ticket mask management screen is available in the Ticket mask module of the " "Processes and Automation group." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:15 #, check-glossary, rst-text msgid "Ticket Mask Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:18 #, check-glossary, rst-text msgid "Ticket Mask management" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:20 #, check-glossary, rst-text msgid "To edit a ticket mask in OTOBO, follow these steps:" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:22 #, check-glossary, rst-text msgid "" "Click on the \"Action\" field in the left sidebar and select the action for " "which you want to edit the ticket mask." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:23 #, check-glossary, rst-text msgid "Click on the \"Change mask definition\" button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:24 #, check-glossary, rst-text msgid "" "Fill in the \"Definition\" field while maintaining the main structure of the " "ticket mask." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:25 #, check-glossary, rst-text msgid "Press the \"Save\" or \"Save and Finish\" button to save the changes." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:30 #, check-glossary, rst-text msgid "Edit Mask Screen" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:33 #, check-glossary, rst-text msgid "Ticket Mask Definitions" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:35 #, check-glossary, rst-text msgid "" "To create a ticket mask in OTOBO, it's necessary to define its configuration " "using the 'Definitions' field. Definitions are structures that allow " "specifying how dynamic fields will be displayed and organized in the ticket " "form." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:40 #, check-glossary, rst-text msgid "Ticket Mask Definition" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:42 #, check-glossary, rst-text msgid "" "In this example, a dynamic field of type \"title\" is defined at the top of " "the definition. The label is set as \"Custom Dynamic Fields\" and defined as " "mandatory." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:50 #, check-glossary, rst-text msgid "" "Underneath, the dynamic field \"Name\" is defined, also marked as mandatory." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:57 #, check-glossary, rst-text msgid "" "Next, the configuration of the grid format in which the dynamic fields will " "be presented begins, defining four columns and their sizes." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:65 #, check-glossary, rst-text msgid "" "Now, the dynamic fields that will go in each row will be defined. First, the " "dynamic field with the attribute 'DF' is defined, then it's specified in " "which column it will be using the 'ColumnStart' attribute. Additionally, the " "separation between that dynamic field and the next one in the same row can " "be defined using the 'ColumnSpan' attribute, where 1 is the default " "separation if the attribute is not defined." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:70 #, check-glossary, rst-text msgid "Ticket Mask Rows Definition" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:72 #, check-glossary, rst-text msgid "Once saved and completed, the mask would appear as follows:" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:77 #, check-glossary, rst-text msgid "Displayed Ticket Mask" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:2 #, check-glossary, rst-text msgid "Types" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:4 #, check-glossary, rst-text msgid "" "Good KPIs (Key Performance Indicators) require knowing the type of work your " "organization performs. Not all tasks take the same amount of effort even " "when performed by the same team. Creating a queue structure for this purpose " "can be overpowered due to the amount of configuration required to create and " "manage a queue." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:8 #, check-glossary, rst-text msgid "" "OTOBO provisions for KPIs with minimal overhead using ticket types. Typical " "types used in IT service desks are *unclassified*, *incident* and *problem*. " "You can quickly define new types with ease." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to add types to the system. A fresh OTOBO installation " "contains an *unclassified* type by default. The type management screen is " "available in the *Types* module of the *Ticket Settings* group." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:18 #, check-glossary, rst-text msgid "Type Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:22 #, check-glossary, rst-text msgid "" "``Ticket::Type`` must first be activated via :doc:`../administration/system-" "configuration` under the *Administration* group to be selectable in the " "ticket screens. You may click on the link in the warning message to directly " "jump to the configuration setting." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:28 #, check-glossary, rst-text msgid "Type Activation Warning" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:32 #, check-glossary, rst-text msgid "Manage Types" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:34 #, check-glossary, rst-text msgid "To add a type:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:36 #, check-glossary, rst-text msgid "Click on the *Add Ticket Type* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:43 #, check-glossary, rst-text msgid "Add Type Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:47 #, check-glossary, rst-text msgid "" "Types can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:50 #, check-glossary, rst-text msgid "To edit a type:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:52 #, check-glossary, rst-text msgid "Click on a type in the list of types." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:59 #, check-glossary, rst-text msgid "Edit Type Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:63 #, check-glossary, rst-text msgid "" "If several types are added to the system, use the filter box to find a " "particular type by just typing the name to filter." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:67 #, check-glossary, rst-text msgid "Type Settings" msgstr "" #: ../content/administration-area/users-groups-roles.rst:2 #, check-glossary, rst-text msgid "Users, Groups & Roles" msgstr "" #: ../content/administration-area/users-groups-roles.rst:4 #, check-glossary, rst-text msgid "" "Simple and complex organizations need a flexible way to control access to " "their service desk. Access, resources, and permissions must be orchestrated " "so that, the users and customers have access to the resources they need and " "their data is protected as needed by the system." msgstr "" #: ../content/administration-area/users-groups-roles.rst:7 #, check-glossary, rst-text msgid "" "OTOBO provides powerful tools for this purpose and their use is described in " "the following chapter." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:2 #, check-glossary, rst-text msgid "Agents" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:4 #, check-glossary, rst-text msgid "" "Agent and access management for your service desk should be easy. " "Flexibility in adding, editing, invalidating access and a quick overview of " "which permissions a user has will help you maintain a clean permissions " "system and record of your setup in OTOBO." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:7 #, check-glossary, rst-text msgid "" "OTOBO aids you giving you the power to manage agents within OTOBO across " "multiple back ends. OTOBO can use up-to ten back end sources, even marking " "some as read-only. Managing user settings centrally, an administrator can " "quickly invalidate a compromised account or set an account to out-of-office " "in case of an unexpected illness." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to add agents to the system. A fresh OTOBO installation " "contains an agent with administrator privileges by default. The agent " "management screen is available in the *Agents* module of the *Users, Groups " "& Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:18 #, check-glossary, rst-text msgid "Agent Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:22 #, check-glossary, rst-text msgid "" "The superuser account username is *root@localhost*. Don't use the superuser " "account to work with OTOBO! Create new agents and work with these accounts " "instead. One of the adverse effects is that :doc:`../processes-automation/" "access-control-lists` will not have an effect on this user." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:29 #, check-glossary, rst-text msgid "Manage Agents" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:33 #, check-glossary, rst-text msgid "" "Adding or editing an agent is possible only by using database back end. " "Using explicitly external directory services like LDAP and, based on " "configuration, some databases are read-only. Personal preferences like out-" "of-office can still be set." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:37 #, check-glossary, rst-text msgid "To add an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:39 #, check-glossary, rst-text msgid "Click on the *Add Agent* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:46 #, check-glossary, rst-text msgid "Add Agent Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:50 #, check-glossary, rst-text msgid "" "Agents can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:53 #, check-glossary, rst-text msgid "To edit an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:55 #, check-glossary, rst-text msgid "Click on an agent in the list of agents." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:62 #, check-glossary, rst-text msgid "Edit Agent Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:64 #, check-glossary, rst-text msgid "" "It is also possible to edit the agent personal preferences. To do this, " "click on the *Edit personal preferences for this agent* button in the left " "sidebar of the *Edit Agent* screen." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:67 #, check-glossary, rst-text msgid "To find an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:69 #: ../content/administration-area/users-groups-roles/customer-users.rst:62 #: ../content/administration-area/users-groups-roles/customers.rst:51 #, check-glossary, rst-text msgid "Enter a search term to the search box in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:70 #: ../content/administration-area/users-groups-roles/customer-users.rst:63 #: ../content/administration-area/users-groups-roles/customers.rst:52 #, check-glossary, rst-text msgid "" "Click on the magnifying glass icon in the right part of the field or hit an " "``Enter``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:74 #, check-glossary, rst-text msgid "" "If several agents are added to the system, use the search box to find a " "particular agent. Only the first 1000 agents are listed by default." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:77 #, check-glossary, rst-text msgid "" "The agent permissions can be controlled by adding an agent to :doc:`groups` " "or :doc:`roles`. This can result a complex matrix of permissions. The " "effective permissions for an agent can be checked in the bottom of the *Edit " "Agent* screen. If roles (recommended) are used, this screen will reflect the " "combined permissions as dictated by the roles." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:84 #, check-glossary, rst-text msgid "Effective Permissions for Agent Widget" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:88 #, check-glossary, rst-text msgid "Agent Settings" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:95 #: ../content/administration-area/users-groups-roles/customer-users.rst:92 #, check-glossary, rst-text msgid "These are the default fields available for the internal database table." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:98 #: ../content/administration-area/users-groups-roles/customer-users.rst:95 #, check-glossary, rst-text msgid "Title or salutation" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:98 #: ../content/administration-area/users-groups-roles/customer-users.rst:95 #, check-glossary, rst-text msgid "Some name prefix can be added here like *Mr.*, *Dr.*, *Jr.*, etc." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:101 #: ../content/administration-area/users-groups-roles/customer-users.rst:98 #, check-glossary, rst-text msgid "Firstname \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:101 #, check-glossary, rst-text msgid "The first name of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:109 #: ../content/administration-area/users-groups-roles/customer-users.rst:101 #, check-glossary, rst-text msgid "Lastname \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:104 #, check-glossary, rst-text msgid "The last name of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:108 #, check-glossary, rst-text msgid "" "The agent display name can be set via the system configuration setting " "``FirstnameLastnameOrder``. It may also show the user id, which is userful " "to be able to destiguish between agents with the same name." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:112 #, check-glossary, rst-text msgid "The username of the agent to login to the system." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:116 #: ../content/administration-area/users-groups-roles/customer-users.rst:108 #, check-glossary, rst-text msgid "Password" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:115 #, check-glossary, rst-text msgid "The password of the agent. This will be auto-generated if left empty." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:125 #: ../content/administration-area/users-groups-roles/customer-users.rst:111 #, check-glossary, rst-text msgid "Email \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:119 #, check-glossary, rst-text msgid "The email address of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:123 #, check-glossary, rst-text msgid "" "The email syntax and validity of an available MX record could prevent you " "from submitting this form. For some systems it may be acceptable to turn off " "these checks. See the :ref:`Agent Configuration Options`." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:128 #: ../content/administration-area/users-groups-roles/customer-users.rst:124 #, check-glossary, rst-text msgid "Mobile" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:128 #, check-glossary, rst-text msgid "The mobile phone number of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:136 #, check-glossary, rst-text msgid "Agent Back End Sources" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:138 #, check-glossary, rst-text msgid "" "Agents can be read and synchronized from an Active Directory® or LDAP server." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:142 #, check-glossary, rst-text msgid "" "The following configurations are taken care of by the *Customer Solution " "Team* in **OTOBO**. Please contact the *Customer Solution Team* via " "support@otrs.ch or in the `OTOBO Portal `__." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:146 #, check-glossary, rst-text msgid "Agent Authentication Back End" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:148 #, check-glossary, rst-text msgid "" "The users table houses your agent data per default. You may attach a " "directory server (LDAP/Active Directory) to your installation for " "authentication. To achieve this copy the following block from the " "``Defaults.pm`` and paste it into the ``Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:211 #: ../content/administration-area/users-groups-roles/agents.rst:319 #, check-glossary, rst-text msgid "The minimum required to connect to a directory server is:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:221 #: ../content/administration-area/users-groups-roles/agents.rst:329 #, check-glossary, rst-text msgid "``Host``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:221 #: ../content/administration-area/users-groups-roles/agents.rst:329 #, check-glossary, rst-text msgid "The DNS name or IP of your directory server." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:224 #: ../content/administration-area/users-groups-roles/agents.rst:332 #, check-glossary, rst-text msgid "``BaseDN``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:224 #: ../content/administration-area/users-groups-roles/agents.rst:332 #, check-glossary, rst-text msgid "The starting point in your directory tree." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:231 #: ../content/administration-area/users-groups-roles/agents.rst:339 #, check-glossary, rst-text msgid "``UID``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:227 #: ../content/administration-area/users-groups-roles/agents.rst:335 #, check-glossary, rst-text msgid "The attribute used for login and identification." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:231 #: ../content/administration-area/users-groups-roles/agents.rst:339 #, check-glossary, rst-text msgid "This is ``sAMAccountName`` for an Active Directory." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:233 #: ../content/administration-area/users-groups-roles/agents.rst:260 #, check-glossary, rst-text msgid "" "To use multiple back ends, add an additional section of the example code to " "the ``Config.pm``. Please make sure to add a numeric value [1-9] to all " "settings to indicate which settings belong to which back end." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:251 #, check-glossary, rst-text msgid "" "All back ends will are used in succession. The UID must be unique to all " "back ends, otherwise some side effects may occur." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:254 #, check-glossary, rst-text msgid "" "To synchronize with a specific directory server (see :ref:`Agent User Data` " "below), you must add the appropriate setting to your :ref:`Agent " "Authentication Back End`. To achieve this copy the following block from the " "``Defaults.pm`` and paste it into the ``Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:266 #, check-glossary, rst-text msgid "Reuse of an :ref:`Agent Synchronization Back End` is also possible." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:274 #, check-glossary, rst-text msgid "Agent Synchronization Back End" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:276 #, check-glossary, rst-text msgid "" "It is advisable to synchronize the agent data so that agents need not be " "manually added to the users table prior to authorization. Additionally, " "groups and roles can be added automatically using security objects of the " "directory server." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:281 #, check-glossary, rst-text msgid "Agent User Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:283 #, check-glossary, rst-text msgid "" "Syncing user data upon login. To achieve this copy the following block from " "the ``Defaults.pm`` and paste it into the ``Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:343 #, check-glossary, rst-text msgid "" "Multiple :ref:`Agent Synchronization Back End` blocks can be used. Please " "make sure to add a numeric value [1-9] to all settings to indicate which " "settings belong to which back end. Each ``AuthSyncModule`` must be " "explicitly used in an :ref:`Agent Authentication Back End`." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:349 #, check-glossary, rst-text msgid "Agent Group Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:351 #, check-glossary, rst-text msgid "" "It is possible to use security objects to synchronize users to OTOBO groups. " "To achieve this copy the following block from the ``Defaults.pm`` and paste " "it into the ``Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:356 #, check-glossary, rst-text msgid ":doc:`groups` must be available in OTOBO to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:360 #, check-glossary, rst-text msgid "Agent Role Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:362 #, check-glossary, rst-text msgid "" "It is possible to use security objects to synchronize users to OTOBO roles. " "To achieve this copy the following block from the ``Defaults.pm`` and paste " "it into the ``Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:367 #, check-glossary, rst-text msgid ":doc:`roles` must be available in OTOBO to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:371 #, check-glossary, rst-text msgid "Agent Configuration Options" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:2 #, check-glossary, rst-text msgid "Agents ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:4 #, check-glossary, rst-text msgid "" "Efficient and straightforward management of permissions is essential in a " "growing business. Easy assignment of a particular user to a group for quick " "access, or to remove access, to resources is a must in every case." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:7 #, check-glossary, rst-text msgid "" "The OTOBO interface provides you both with the possibility to manage an " "agent's access to one or more particular groups. As well, you can change " "multiple users access to any one group, efficiently and elegantly." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add one or more agents to one or more groups. To use this " "function, at least one agent and one group need to have been added to the " "system. The management screen is available in the *Agents ↔ Groups* module " "of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:17 #, check-glossary, rst-text msgid "Manage Agent-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:21 #, check-glossary, rst-text msgid "Manage Agents ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:23 #, check-glossary, rst-text msgid "To assign some groups to an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:25 #: ../content/administration-area/users-groups-roles/agents-roles.rst:26 #, check-glossary, rst-text msgid "Click on an agent in the *Agents* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:26 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the agent to groups with." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:32 #, check-glossary, rst-text msgid "Change Group Relations for Agent" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:34 #, check-glossary, rst-text msgid "To assign some agents to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:36 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:60 #: ../content/administration-area/users-groups-roles/customers-groups.rst:68 #: ../content/administration-area/users-groups-roles/roles-groups.rst:30 #, check-glossary, rst-text msgid "Click on a group in the *Groups* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:37 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the group to agents with." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:43 #, check-glossary, rst-text msgid "Change Agent Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:47 #, check-glossary, rst-text msgid "" "If several agents or groups are added to the system, use the filter box to " "find a particular agent or group by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:49 #, check-glossary, rst-text msgid "" "Multiple agents or groups can be assigned in both screens at the same time. " "Additionally clicking on an agent or clicking on a group in the relations " "screen will open the *Edit Agent* screen or the *Edit Group* screen " "accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:54 #, check-glossary, rst-text msgid "" "Accessing an agent or a group provides no back link to the relations screen." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:58 #, check-glossary, rst-text msgid "Agents ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:60 #, check-glossary, rst-text msgid "" "When assigning an agent to a group or vice versa, several permissions can be " "set as connection between an agent and a group. The following permissions " "are available by default:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:64 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:103 #: ../content/administration-area/users-groups-roles/customers-groups.rst:113 #: ../content/administration-area/users-groups-roles/roles-groups.rst:58 #, check-glossary, rst-text msgid "ro" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:64 #: ../content/administration-area/users-groups-roles/roles-groups.rst:58 #, check-glossary, rst-text msgid "Read only access to the ticket in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:67 #: ../content/administration-area/users-groups-roles/roles-groups.rst:61 #, check-glossary, rst-text msgid "move_into" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:67 #: ../content/administration-area/users-groups-roles/roles-groups.rst:61 #, check-glossary, rst-text msgid "Permissions to move tickets into this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:70 #: ../content/administration-area/users-groups-roles/roles-groups.rst:64 #, check-glossary, rst-text msgid "create" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:70 #: ../content/administration-area/users-groups-roles/roles-groups.rst:64 #, check-glossary, rst-text msgid "Permissions to create tickets in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:73 #: ../content/administration-area/users-groups-roles/roles-groups.rst:67 #, check-glossary, rst-text msgid "note" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:73 #: ../content/administration-area/users-groups-roles/roles-groups.rst:67 #, check-glossary, rst-text msgid "Permissions to add notes to tickets in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:76 #: ../content/administration-area/users-groups-roles/roles-groups.rst:70 #, check-glossary, rst-text msgid "owner" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:76 #: ../content/administration-area/users-groups-roles/roles-groups.rst:70 #, check-glossary, rst-text msgid "Permissions to change the owner of tickets in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:79 #: ../content/administration-area/users-groups-roles/roles-groups.rst:73 #, check-glossary, rst-text msgid "priority" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:79 #: ../content/administration-area/users-groups-roles/roles-groups.rst:73 #, check-glossary, rst-text msgid "Permissions to change the ticket priority in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:82 #: ../content/administration-area/users-groups-roles/roles-groups.rst:82 #, check-glossary, rst-text msgid "chat_owner" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:82 #, check-glossary, rst-text msgid "Agents have full rights for a chat and can accept chat requests." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:85 #: ../content/administration-area/users-groups-roles/roles-groups.rst:79 #, check-glossary, rst-text msgid "chat_participant" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:85 #, check-glossary, rst-text msgid "Agents may normally participate in a chat." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:88 #: ../content/administration-area/users-groups-roles/roles-groups.rst:76 #, check-glossary, rst-text msgid "chat_observer" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:88 #, check-glossary, rst-text msgid "Agents may take part silently in a chat." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:91 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:106 #: ../content/administration-area/users-groups-roles/customers-groups.rst:116 #: ../content/administration-area/users-groups-roles/roles-groups.rst:85 #, check-glossary, rst-text msgid "rw" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:91 #: ../content/administration-area/users-groups-roles/roles-groups.rst:85 #, check-glossary, rst-text msgid "Full read and write access to the tickets in this group/queue." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:95 #: ../content/administration-area/users-groups-roles/roles-groups.rst:89 #, check-glossary, rst-text msgid "" "Not all available permissions are shown by default. See " "``System::Permission`` setting for permissions that can be added. These " "additional permissions can be added:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:100 #: ../content/administration-area/users-groups-roles/roles-groups.rst:94 #, check-glossary, rst-text msgid "stats" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:100 #: ../content/administration-area/users-groups-roles/roles-groups.rst:94 #, check-glossary, rst-text msgid "Gives access to the stats page." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:103 #: ../content/administration-area/users-groups-roles/roles-groups.rst:97 #, check-glossary, rst-text msgid "bounce" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:103 #: ../content/administration-area/users-groups-roles/roles-groups.rst:97 #, check-glossary, rst-text msgid "" "Permissions to bounce an email message (with bounce button in *Ticket Zoom* " "screen)." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:106 #: ../content/administration-area/users-groups-roles/roles-groups.rst:100 #, check-glossary, rst-text msgid "compose" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:106 #: ../content/administration-area/users-groups-roles/roles-groups.rst:100 #, check-glossary, rst-text msgid "Permissions to compose an answer for a ticket." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:109 #: ../content/administration-area/users-groups-roles/roles-groups.rst:103 #, check-glossary, rst-text msgid "customer" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:109 #: ../content/administration-area/users-groups-roles/roles-groups.rst:103 #, check-glossary, rst-text msgid "Permissions to change the customer of a ticket." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:112 #: ../content/administration-area/users-groups-roles/roles-groups.rst:106 #, check-glossary, rst-text msgid "forward" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:112 #: ../content/administration-area/users-groups-roles/roles-groups.rst:106 #, check-glossary, rst-text msgid "Permissions to forward a message (with the forward button)." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:115 #: ../content/administration-area/users-groups-roles/roles-groups.rst:109 #, check-glossary, rst-text msgid "pending" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:115 #: ../content/administration-area/users-groups-roles/roles-groups.rst:109 #, check-glossary, rst-text msgid "Permissions to set a ticket to pending." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:118 #: ../content/administration-area/users-groups-roles/roles-groups.rst:112 #, check-glossary, rst-text msgid "phone" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:118 #: ../content/administration-area/users-groups-roles/roles-groups.rst:112 #, check-glossary, rst-text msgid "Permissions to add a phone call to a ticket." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:120 #: ../content/administration-area/users-groups-roles/roles-groups.rst:114 #, check-glossary, rst-text msgid "responsible" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:121 #: ../content/administration-area/users-groups-roles/roles-groups.rst:115 #, check-glossary, rst-text msgid "Permissions to change the responsible agent for a ticket." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:125 #: ../content/administration-area/users-groups-roles/roles-groups.rst:119 #, check-glossary, rst-text msgid "" "By setting a checkbox in the header of a column will set all the checkboxes " "in the selected column. By setting the checkbox in the last *rw* column will " "set all the checkboxes in the selected row." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:2 #, check-glossary, rst-text msgid "Agents ↔ Roles" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:4 #, check-glossary, rst-text msgid "" "As an organization grows, groups cannot be the denominator used for " "processing access rights. Roles become more and more a need because a role " "has a special set of permissions assigned. One mustn't give individual " "permissions, but the role carries the permissions built-in." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:8 #, check-glossary, rst-text msgid "" "OTOBO allows easy access to a predefined set of permissions via one or more " "roles defined. These roles are assigned easily to one or more agents, or one " "or more agent to a role." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:11 #, check-glossary, rst-text msgid "" "Use this screen to add one or more agents to one or more roles. To use this " "function, at least one agent and one role need to have been added to the " "system. The management screen is available in the *Agents ↔ Roles* module of " "the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:18 #, check-glossary, rst-text msgid "Manage Agent-Role Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:22 #, check-glossary, rst-text msgid "Manage Agents ↔ Roles Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:24 #, check-glossary, rst-text msgid "To assign some roles to an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:27 #, check-glossary, rst-text msgid "Select the roles you would like to the agent belongs to." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:33 #, check-glossary, rst-text msgid "Change Role Relations for Agent" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:35 #, check-glossary, rst-text msgid "To assign some agents to a role:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:37 #: ../content/administration-area/users-groups-roles/roles-groups.rst:19 #, check-glossary, rst-text msgid "Click on a role in the *Roles* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:38 #, check-glossary, rst-text msgid "Select the agents you would like to add to the role." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:44 #, check-glossary, rst-text msgid "Change Agent Relations for Role" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:48 #, check-glossary, rst-text msgid "" "If several agents or roles are added to the system, use the filter box to " "find a particular agent or role by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:50 #, check-glossary, rst-text msgid "" "Multiple agents or roles can be assigned in both screens at the same time. " "Additionally clicking on an agent or clicking on a role in the relations " "screen will open the *Edit Agent* screen or the *Edit Role* screen " "accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:55 #, check-glossary, rst-text msgid "" "Accessing an agent or a role provides no back link to the relations screen." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:59 #, check-glossary, rst-text msgid "" "By setting the checkbox in the header of the column *Active* will set all " "the checkboxes in the column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:2 #, check-glossary, rst-text msgid "Customer Users" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:4 #, check-glossary, rst-text msgid "" "A record of who your company deals with requires more information about that " "individual: physical location for shipping and billing purposes, as well as " "contact information for email and phone contact." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:7 #, check-glossary, rst-text msgid "" "OTOBO offers a great way to save individual information about contacts " "within organizations which your company serves. You can add as many personal " "connections into OTOBO as needed." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add a :term:`customer user` to the system. A fresh OTOBO " "installation contains no customer users by default. The customer user " "management screen is available in the *Customer Users* module of the *Users, " "Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:17 #, check-glossary, rst-text msgid "Customer User Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:21 #, check-glossary, rst-text msgid "Manage Customer Users" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:25 #, check-glossary, rst-text msgid "" "A customer user can only be added to the system when at least one " ":term:`customer` exists. Create one or more :doc:`customers` first." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:30 #, check-glossary, rst-text msgid "" "Adding or editing a customer user is possible only by using database back " "end. Using external directory services like LDAP will disable the customer " "user management functionality." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:33 #, check-glossary, rst-text msgid "To add a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:35 #, check-glossary, rst-text msgid "Click on the *Add Customer User* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:42 #, check-glossary, rst-text msgid "Add Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:46 #, check-glossary, rst-text msgid "" "Customer users can not be deleted from the system. They can only be " "deactivated by setting the *Validity* option to *invalid* or *invalid-" "temporarily*." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:49 #, check-glossary, rst-text msgid "To edit a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:51 #, check-glossary, rst-text msgid "Click on a customer user in the list of customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:58 #, check-glossary, rst-text msgid "Edit Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:60 #, check-glossary, rst-text msgid "To find a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:67 #, check-glossary, rst-text msgid "" "If several customer users are added to the system, use the search box to " "find a particular customer user. Only the first 1000 customer users are " "listed by default." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:70 #, check-glossary, rst-text msgid "" "The customer user permissions can be controlled by adding a customer or a " "customer user to :doc:`groups`. This can result a complex matrix of " "permissions. The effective permissions for a customer user can be checked in " "the bottom of the *Edit Customer User* screen." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:77 #, check-glossary, rst-text msgid "Effective Permissions for Customer User Widget" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:81 #, check-glossary, rst-text msgid ":doc:`customer-users-groups` needs to be enabled to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:85 #, check-glossary, rst-text msgid "Customer User Settings" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:98 #, check-glossary, rst-text msgid "The first name of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:101 #, check-glossary, rst-text msgid "The last name of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:104 #, check-glossary, rst-text msgid "The username of the customer user to login to the system." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:107 #, check-glossary, rst-text msgid "" "The password of the customer user. This will be auto-generated if left empty." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:111 #, check-glossary, rst-text msgid "The email address of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:115 #, check-glossary, rst-text msgid "CustomerID \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:114 #, check-glossary, rst-text msgid "" "The ID of the customer company the customer user belongs to. Select a " "customer from the list of :doc:`customers`." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:118 #, check-glossary, rst-text msgid "Phone" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:118 #, check-glossary, rst-text msgid "The phone number of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:121 #, check-glossary, rst-text msgid "Fax" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:121 #, check-glossary, rst-text msgid "The fax number of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:124 #, check-glossary, rst-text msgid "The cellphone number of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:127 #: ../content/administration-area/users-groups-roles/customers.rst:76 #, check-glossary, rst-text msgid "Street" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:127 #: ../content/administration-area/users-groups-roles/customers.rst:76 #, check-glossary, rst-text msgid "The street name of the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:130 #: ../content/administration-area/users-groups-roles/customers.rst:79 #, check-glossary, rst-text msgid "Zip" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:130 #: ../content/administration-area/users-groups-roles/customers.rst:79 #, check-glossary, rst-text msgid "The zip code of the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:133 #: ../content/administration-area/users-groups-roles/customers.rst:82 #, check-glossary, rst-text msgid "City" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:133 #: ../content/administration-area/users-groups-roles/customers.rst:82 #, check-glossary, rst-text msgid "The headquarter city of the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:136 #: ../content/administration-area/users-groups-roles/customers.rst:86 #, check-glossary, rst-text msgid "Country" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:136 #, check-glossary, rst-text msgid "The country of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:146 #: ../content/administration-area/users-groups-roles/customers.rst:98 #, check-glossary, rst-text msgid "Valid \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:150 #, check-glossary, rst-text msgid "" "It is possible to assign multiple customers to customer users via the " ":doc:`customer-users-customers` screen." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:154 #, check-glossary, rst-text msgid "Customer User Back Ends" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:156 #, check-glossary, rst-text msgid "" "The system works with many customer user data attributes such as username, " "email address, phone number, etc. These attributes are displayed in both the " "agent and the external interface, and also used for the authentication of " "customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:159 #, check-glossary, rst-text msgid "" "Customer data used or displayed within the system is highly customizable. " "The user login and the email address are always needed for customer " "authentication." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:162 #, check-glossary, rst-text msgid "" "You can use two types of customer back end: database or LDAP. If you already " "have another customer back end (e.g. SAP), it is possible to write a module " "that uses it." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:165 #, check-glossary, rst-text msgid "" "The administrator interface does not support the configuration of external " "back ends. Administrators need to edit the file ``Kernel/Config.pm`` by " "copying and pasting code snippets from ``Kernel/Config/Defaults.pm`` " "manually." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:170 #, check-glossary, rst-text msgid "" "Do not modify the file ``Kernel/Config/Defaults.pm``, it will be overwritten " "after upgrading the system! Copy and paste the code snippets into ``Kernel/" "Config.pm`` instead." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:174 #, check-glossary, rst-text msgid "Database" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:176 #, check-glossary, rst-text msgid "" "This is the default customer user back end for new installations. The " "example below shows the configuration of a database customer back end, which " "uses customer user data stored in the database table ``customer_user``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:297 #, check-glossary, rst-text msgid "" "If you want to customize the customer user data, change the columns or add " "new ones to the ``customer_user`` table in the database." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:299 #, check-glossary, rst-text msgid "For example, to add a new field for room number:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:301 #, check-glossary, rst-text msgid "Add a new column ``room`` to table ``customer_user``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:303 #, check-glossary, rst-text msgid "MySQL or MariaDB:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:309 #, check-glossary, rst-text msgid "PostgreSQL (from the ``/opt/otobo`` directory):" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:315 #: ../content/administration-area/users-groups-roles/customer-users.rst:421 #, check-glossary, rst-text msgid "" "Copy the ``$Self->{CustomerUser}`` section from ``Kernel/Config/" "Defaults.pm`` into ``Kernel/Config.pm``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:316 #, check-glossary, rst-text msgid "Add the new column to the ``Map`` array." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:322 #, check-glossary, rst-text msgid "" "You can set the HTTP link target and link class (the last two keys) to " "``undef`` in map array elements, if they are not to be used. These keys add " "``target=\"\"`` and ``class=\"\"`` attributes to the HTTP link element, " "respectively. They are ignored if HTTP link is not set (it is ``''`` in this " "example)." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:328 #: ../content/administration-area/users-groups-roles/customer-users.rst:436 #, check-glossary, rst-text msgid "It is recommended to always use English words for names." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:332 #: ../content/administration-area/users-groups-roles/customer-users.rst:440 #, check-glossary, rst-text msgid "" "Names can be translated into other languages with custom translation files. " "See the `Custom Translation File `__ " "chapter in the developer manual." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:337 #, check-glossary, rst-text msgid "LDAP" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:339 #, check-glossary, rst-text msgid "" "If you have an LDAP directory with your customer user data, you can use it " "as the customer user back end. The example below shows the configuration of " "a LDAP customer user back end." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:419 #, check-glossary, rst-text msgid "To activate and configure the LDAP back end:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:422 #, check-glossary, rst-text msgid "Remove the comments (``#`` characters) from the beginning of the lines." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:424 #, check-glossary, rst-text msgid "" "If additional customer user attributes are stored in your LDAP directory, " "such as a manager name, a mobile phone number, or a department, this " "information can be displayed in OTOBO." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:426 #, check-glossary, rst-text msgid "To display additional customer user attributes from LDAP directory:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:428 #, check-glossary, rst-text msgid "" "Expand the ``Map`` array in ``Kernel/Config.pm`` with the entries for these " "attributes." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:445 #, check-glossary, rst-text msgid "Multiple Customer User Back Ends" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:447 #, check-glossary, rst-text msgid "" "If you want to use more than one customer user data source, the " "``CustomerUser`` configuration parameter should be expanded with a number, " "like ``CustomerUser1`` and ``CustomerUser2``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:449 #, check-glossary, rst-text msgid "" "The following configuration example shows usage of both a database and an " "LDAP customer user back end." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:489 #, check-glossary, rst-text msgid "" "It is possible to integrate up to 10 different customer back ends. Use the " ":doc:`customer-users` screen to view or edit (assuming write access is " "enabled) all customer user data." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:494 #, check-glossary, rst-text msgid "Customer User Data in Dynamic Fields" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:496 #, check-glossary, rst-text msgid "" "Sometimes it can be useful to also store customer user data directly in " "dynamic fields of a ticket, for example to create special statistics on this " "data." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:498 #, check-glossary, rst-text msgid "" "The dynamic field values are set, when a ticket is created or when the " "customer user of a ticket is changed. The values of the dynamic fields are " "taken from the customer user data. This works for all back ends, but is " "especially useful for LDAP back ends." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:502 #, check-glossary, rst-text msgid "To activate this optional feature:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:504 #, check-glossary, rst-text msgid "" "Activate the setting ``Ticket::EventModulePost###4100-" "DynamicFieldFromCustomerUser``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:505 #, check-glossary, rst-text msgid "" "Activate the setting ``DynamicFieldFromCustomerUser::Mapping``. This setting " "contains the configuration of which customer user field entry should be " "stored in which ticket dynamic field." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:507 #, check-glossary, rst-text msgid "" "Create the dynamic fields, if the dynamic fields are not present in the " "system yet." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:508 #, check-glossary, rst-text msgid "" "Enable the dynamic fields in setting " "``Ticket::Frontend::AgentTicketFreeText###DynamicField``, so that they can " "be set manually." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:513 #, check-glossary, rst-text msgid "The dynamic field must not be enabled in the following settings:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:515 #, check-glossary, rst-text msgid "``Ticket::Frontend::AgentTicketPhone###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:516 #, check-glossary, rst-text msgid "``Ticket::Frontend::AgentTicketEmail###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:517 #, check-glossary, rst-text msgid "``Ticket::Frontend::AgentTicketCustomer###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:519 #, check-glossary, rst-text msgid "" "If they were, they would have precedence over the automatically set values." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:2 #, check-glossary, rst-text msgid "Customer Users ↔ Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:4 #, check-glossary, rst-text msgid "" "In an organization, for example, which views its customers as it's " "departments and teams, a customer user may have to have access to multiple " "customers tickets for controlling purposes. Maybe you have partners who " "represent several different companies, or a corporation wants to have a look " "at all the requests of their subsidiaries." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:7 #, check-glossary, rst-text msgid "" "For all situations, OTOBO provides the means. Aside from a primary customer, " "your customer users can gain access to multiple customer tickets as defined " "by you." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:10 #, check-glossary, rst-text msgid "" "Use this screen to add one or more customer users to one or more customers. " "To use this function, at least one customer user and one customer need to " "have been added to the system. The management screen is available in the " "*Customer Users ↔ Customers* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:17 #, check-glossary, rst-text msgid "Manage Customer User-Customer Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:21 #, check-glossary, rst-text msgid "Manage Customer Users ↔ Customers Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:25 #, check-glossary, rst-text msgid "" "This module is for assigning a :term:`customer user` to additional " ":term:`customer` records. The primary customer is assigned via the " ":ref:`Customer User Settings`." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:28 #, check-glossary, rst-text msgid "To assign some customers to a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:30 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:49 #: ../content/administration-area/users-groups-roles/customer-users-services.rst:19 #, check-glossary, rst-text msgid "Click on a customer user in the *Customer Users* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:31 #, check-glossary, rst-text msgid "Select the customers you would like to assign to the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:37 #, check-glossary, rst-text msgid "Change Customer Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:39 #, check-glossary, rst-text msgid "To assign some customer users to a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:41 #: ../content/administration-area/users-groups-roles/customers-groups.rst:57 #, check-glossary, rst-text msgid "Click on a customer in the *Customers* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:42 #, check-glossary, rst-text msgid "Select the customer users you would like to assign to the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:48 #, check-glossary, rst-text msgid "Change Customer User Relations for Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:52 #, check-glossary, rst-text msgid "" "If several customer users or customers are added to the system, use the " "search box to find a particular customer user or customer. Only the first " "1000 customer users and customers are listed by default." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:55 #, check-glossary, rst-text msgid "" "Multiple customer users or customers can be assigned in both screens at the " "same time. Additionally clicking on a customer user or clicking on a " "customer in the relations screen will open the *Edit Customer User* screen " "or the *Edit Customer* screen accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:60 #, check-glossary, rst-text msgid "" "Accessing a customer user or a customer provides no back link to the " "relations screen." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:64 #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:110 #: ../content/administration-area/users-groups-roles/customer-users-services.rst:53 #: ../content/administration-area/users-groups-roles/customers-groups.rst:120 #, check-glossary, rst-text msgid "" "By setting a checkbox in the header of a column will set all the checkboxes " "in the selected column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:2 #, check-glossary, rst-text msgid "Customer Users ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:4 #, check-glossary, rst-text msgid "" "Customer users shouldn't need to be bothered with the internal workings of " "your service desk. A single point of contact request can trigger several " "processes within your organization, all of which having the customer user " "information attached and are visible to the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:8 #, check-glossary, rst-text msgid "" "OTOBO allows you to assign :term:`group` permissions to customer users. " "Access works just the same as for agents, preventing a customer from " "modifying and viewing a request. Thus allowing the customer to focus on the " "results of the original communication and funneling the discussion through " "one ticket." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:14 #, check-glossary, rst-text msgid "Assign a group to an entire customer using :doc:`customers-groups`." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:16 #, check-glossary, rst-text msgid "" "Use this screen to add one or more customer users to one or more groups. To " "use this function, at least one customer user and one group need to have " "been added to the system. The management screen is available in the " "*Customers Users ↔ Groups* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:23 #, check-glossary, rst-text msgid "Manage Customer User-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:25 #: ../content/administration-area/users-groups-roles/customers-groups.rst:24 #, check-glossary, rst-text msgid "" "Customer group support needs to be enabled in at least one customer user " ":term:`back end` to use this function. For the default OTOBO :term:`back " "end`, this can be enabled in the system configuration by clicking on the " "*Enable it here!* button." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:31 #: ../content/administration-area/users-groups-roles/customers-groups.rst:30 #, check-glossary, rst-text msgid "Enable Customer Group Feature" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:35 #: ../content/administration-area/users-groups-roles/customers-groups.rst:34 #, check-glossary, rst-text msgid "" "To enable this feature in systems using a directory server or multiple non-" "default back ends, a custom configuration file needs to be placed in " "``Kernel/Config/Files`` (for example named ``ZZZ_CustomerBackend.pm``). Once " "activated, all customer users from this back end will require group " "assignment." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:41 #: ../content/administration-area/users-groups-roles/customers-groups.rst:40 #, check-glossary, rst-text msgid "" "After making changes to the back end, the server cache will be deleted, " "which may cause a temporary drop in performance." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:45 #, check-glossary, rst-text msgid "Manage Customer Users ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:47 #, check-glossary, rst-text msgid "To assign some groups to a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:50 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the customer user to groups " "with." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:56 #, check-glossary, rst-text msgid "Change Group Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:58 #, check-glossary, rst-text msgid "To assign some customer users to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:61 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the group to customer users " "with." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:67 #, check-glossary, rst-text msgid "Change Customer User Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:69 #, check-glossary, rst-text msgid "To change customer user default groups:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:71 #, check-glossary, rst-text msgid "" "Click on the *Edit Customer User Default Groups* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:72 #, check-glossary, rst-text msgid "Add or modify groups in setting ``CustomerGroupAlwaysGroups``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:73 #: ../content/administration-area/users-groups-roles/customers-groups.rst:81 #, check-glossary, rst-text msgid "Deploy the modified system configurations." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:78 #, check-glossary, rst-text msgid "CustomerGroupAlwaysGroups System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:78 #, check-glossary, rst-text msgid "``CustomerGroupAlwaysGroups`` System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:80 #, check-glossary, rst-text msgid "These groups are automatically assigned to all customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:84 #, check-glossary, rst-text msgid "" "If several customer users or groups are added to the system, use the search " "box to find a particular customer user or use the filter box to find a " "particular group by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:87 #, check-glossary, rst-text msgid "" "Multiple customer users or groups can be assigned in both screens at the " "same time. Additionally clicking on a customer user or clicking on a group " "in the relations screen will open the *Edit Customer User* screen or the " "*Edit Group* screen accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:92 #, check-glossary, rst-text msgid "" "Accessing a customer user or a group provides no back link to the relations " "screen." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:96 #, check-glossary, rst-text msgid "Customer Users ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:98 #, check-glossary, rst-text msgid "" "When assigning a customer user to a group or vice versa, several permissions " "can be set as connection between a customer user and a group. The following " "permissions are available by default:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:103 #: ../content/administration-area/users-groups-roles/customers-groups.rst:113 #, check-glossary, rst-text msgid "Read only access to the resource." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:106 #: ../content/administration-area/users-groups-roles/customers-groups.rst:116 #, check-glossary, rst-text msgid "Full read and write access to the resource." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:2 #, check-glossary, rst-text msgid "Customer Users ↔ Services" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to add one or more customer users to one or more services. " "To use this function, at least one customer user and one service need to " "have been added to the system. The management screen is available in the " "*Customers Users ↔ Services* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:11 #, check-glossary, rst-text msgid "Manage Customer User-Service Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:15 #, check-glossary, rst-text msgid "Manage Customers Users ↔ Services Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:17 #, check-glossary, rst-text msgid "To allocate some services to a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:20 #, check-glossary, rst-text msgid "Select the services you would like to allocate to the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:26 #, check-glossary, rst-text msgid "Change Service Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:28 #, check-glossary, rst-text msgid "To allocate some customer users to a service:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:30 #, check-glossary, rst-text msgid "Click on a service in the *Services* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:31 #, check-glossary, rst-text msgid "Select the customer users you would like to allocate to the service." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:37 #, check-glossary, rst-text msgid "Change Customer User Relations for Service" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:41 #, check-glossary, rst-text msgid "" "If several customer users or services are added to the system, use the " "search box to find a particular customer user or use the filter box to find " "a particular service by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:44 #, check-glossary, rst-text msgid "" "Multiple customer users or services can be assigned in both screens at the " "same time. Additionally clicking on a customer user or clicking on a service " "in the relations screen will open the *Edit Customer User* screen or the " "*Edit Service* screen accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:49 #, check-glossary, rst-text msgid "" "Accessing a customer user or a service provides no back link to the " "relations screen." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:57 #, check-glossary, rst-text msgid "Manage Default Services" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:59 #, check-glossary, rst-text msgid "" "It is possible to add default services, so that all customer users may " "access them. This prevents having to add each service to each customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:62 #, check-glossary, rst-text msgid "To edit the default services:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:64 #, check-glossary, rst-text msgid "Click on the *Edit default services* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:65 #, check-glossary, rst-text msgid "Select the services which should be selectable for all customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:71 #, check-glossary, rst-text msgid "Allocate Services to Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:75 #, check-glossary, rst-text msgid "" "Mixing default services and customer specific services can be confusing. If " "a customer user has specific services assigned, then the default services " "will be not applied." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:2 #, check-glossary, rst-text msgid "Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to add customer companies to the system. A fresh OTOBO " "installation contains no customers by default. The customer management " "screen is available in the *Customers* module of the *Users, Groups & Roles* " "group." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:11 #, check-glossary, rst-text msgid "Customer Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:15 #, check-glossary, rst-text msgid "Manage Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:19 #, check-glossary, rst-text msgid "" "Adding or editing a customer is possible only by using database back end. " "Using external directory services like LDAP will disable the customer " "management functionality." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:22 #, check-glossary, rst-text msgid "To add a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:24 #, check-glossary, rst-text msgid "Click on the *Add Customer* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:31 #, check-glossary, rst-text msgid "Add Customer Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:35 #, check-glossary, rst-text msgid "" "Customers can not be deleted from the system. They can only be deactivated " "by setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:38 #, check-glossary, rst-text msgid "To edit a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:40 #, check-glossary, rst-text msgid "Click on a customer in the list of customers." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:47 #, check-glossary, rst-text msgid "Edit Customer Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:49 #, check-glossary, rst-text msgid "To find a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:56 #, check-glossary, rst-text msgid "" "If several customers are added to the system, use the search box to find a " "particular customer. Only the first 1000 customers are listed by default." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:61 #, check-glossary, rst-text msgid "Customer Settings" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:68 #, check-glossary, rst-text msgid "Customer ID \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:67 #, check-glossary, rst-text msgid "" "The internal name of the customer. Should contain only letters, numbers and " "some special characters." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:73 #, check-glossary, rst-text msgid "Customer \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:71 #, check-glossary, rst-text msgid "" "Any type of characters can be entered to this field including uppercase " "letters and spaces. The name of this resource. The name will be displayed in " "the overview table." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:85 #, check-glossary, rst-text msgid "The country of the customer. Choose a country from the list." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:89 #, check-glossary, rst-text msgid "URL" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:89 #, check-glossary, rst-text msgid "The web page or other URL of the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:2 #, check-glossary, rst-text msgid "Customers ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:4 #, check-glossary, rst-text msgid "" "Your organization grows, and it's not practical at some point to assign " "permissions to individual users, you need to assign the permissions to all " "customer users of a customer." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:7 #, check-glossary, rst-text msgid "" "OTOBO allows you to assign :term:`group` permissions to a :term:`customer`. " "Access works just the same as for agents, preventing a customer from " "modifying and viewing a request. Thus allowing the customer to focus on the " "results of the original communication and funneling the discussion through " "one ticket." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:13 #, check-glossary, rst-text msgid "" "Assign a single customer user to a group using :doc:`customer-users-groups`." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:15 #, check-glossary, rst-text msgid "" "Use this screen to add one or more customers to one or more groups. To use " "this function, at least one customer and one group need to have been added " "to the system. The management screen is available in the *Customers ↔ " "Groups* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:22 #, check-glossary, rst-text msgid "Manage Customer-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:44 #, check-glossary, rst-text msgid "Manage Customers ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:48 #, check-glossary, rst-text msgid "To be able to use this feature, you have to activate its setting first." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:0 #: ../content/administration-area/users-groups-roles/customers-groups.rst:53 #, check-glossary, rst-text msgid "Enable Customer-Group Support" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:55 #, check-glossary, rst-text msgid "To assign some groups to a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:58 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the customer to groups with." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:64 #, check-glossary, rst-text msgid "Change Group Relations for Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:66 #, check-glossary, rst-text msgid "To assign some customers to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:69 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the group to customers with." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:75 #, check-glossary, rst-text msgid "Change Customer Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:77 #, check-glossary, rst-text msgid "To change customer default groups:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:79 #, check-glossary, rst-text msgid "Click on the *Edit Customer Default Groups* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:80 #, check-glossary, rst-text msgid "Add or modify groups in setting ``CustomerGroupCompanyAlwaysGroups``." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:86 #, check-glossary, rst-text msgid "CustomerGroupCompanyAlwaysGroups System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:86 #, check-glossary, rst-text msgid "``CustomerGroupCompanyAlwaysGroups`` System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:88 #, check-glossary, rst-text msgid "These groups are automatically assigned to all customers." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:92 #, check-glossary, rst-text msgid "" "If several customers or groups are added to the system, use the search box " "to find a particular customer or use the filter box to find a particular " "group by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:95 #, check-glossary, rst-text msgid "" "Multiple customers or groups can be assigned in both screens at the same " "time. Additionally clicking on a customer or clicking on a group in the " "relations will open the *Edit Customer* screen or the *Edit Group* screen " "accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:100 #, check-glossary, rst-text msgid "" "Accessing a customer or a group provides no back link to the relations " "screen." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:104 #, check-glossary, rst-text msgid "Customers ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:106 #, check-glossary, rst-text msgid "" "When assigning a customer to a group or vice versa, several permissions can " "be set as connection between a customer and a group. The following " "permissions are available by default:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:110 #, check-glossary, rst-text msgid "Same Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:110 #, check-glossary, rst-text msgid "" "Gives customer users group based access to tickets from customer users of " "the same customer (ticket ``CustomerID`` is a ``CustomerID`` of the customer " "user)." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:2 #, check-glossary, rst-text msgid "Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to add groups to the system. A fresh OTOBO installation " "contains some default groups. The group management screen is available in " "the *Groups* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:11 #, check-glossary, rst-text msgid "Group Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:15 #, check-glossary, rst-text msgid "Manage Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:17 #, check-glossary, rst-text msgid "To add a group:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:19 #, check-glossary, rst-text msgid "Click on the *Add Group* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:26 #, check-glossary, rst-text msgid "Add Group Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:30 #, check-glossary, rst-text msgid "" "Groups can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:33 #, check-glossary, rst-text msgid "To edit a group:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:35 #, check-glossary, rst-text msgid "Click on a group in the list of groups." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:42 #, check-glossary, rst-text msgid "Edit Group Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:46 #, check-glossary, rst-text msgid "" "If several groups are added to the system, use the filter box to find a " "particular group by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:50 #, check-glossary, rst-text msgid "Group Settings" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:62 #, check-glossary, rst-text msgid "" "Renaming a group does not affect permissions previously given. When *group1* " "is now called *group2*, then all the permissions are the same for the users " "which used to be assigned to *group1*. This result is because OTOBO uses IDs " "for the relationship, and not the name." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:73 #, check-glossary, rst-text msgid "" "Invalidating a group does not remove the permissions from the user, but only " "makes them invalid. If you reactivate this group, even with a new name, the " "permissions take effect." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:82 #, check-glossary, rst-text msgid "Default Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:84 #, check-glossary, rst-text msgid "" "Every agent's account should belong to at least one group or role. In a " "fresh installation, there are some pre-defined groups available:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:88 #, check-glossary, rst-text msgid "``admin``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:88 #, check-glossary, rst-text msgid "Allowed to perform administrative tasks in the system." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:91 #, check-glossary, rst-text msgid "``stats``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:91 #, check-glossary, rst-text msgid "Qualified to access the stats module of OTOBO and generate statistics." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:94 #, check-glossary, rst-text msgid "``users``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:94 #, check-glossary, rst-text msgid "" "Agents should belong to this group, with read and write permissions. They " "can then access all functions of the ticket system." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:2 #, check-glossary, rst-text msgid "Roles" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to add roles to the system. A fresh OTOBO installation " "contains no roles by default. The role management screen is available in the " "*Roles* module of the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:11 #, check-glossary, rst-text msgid "Role Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:15 #, check-glossary, rst-text msgid "Manage Roles" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:17 #, check-glossary, rst-text msgid "To add a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:19 #, check-glossary, rst-text msgid "Click on the *Add Role* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:26 #, check-glossary, rst-text msgid "Add Role Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:30 #, check-glossary, rst-text msgid "" "Roles can not be deleted from the system. They can only be deactivated by " "setting the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:33 #, check-glossary, rst-text msgid "To edit a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:35 #, check-glossary, rst-text msgid "Click on a role in the list of roles." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:42 #, check-glossary, rst-text msgid "Edit Role Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:46 #, check-glossary, rst-text msgid "" "If several roles are added to the system, use the filter box to find a " "particular role by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:50 #, check-glossary, rst-text msgid "Role Settings" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:2 #, check-glossary, rst-text msgid "Roles ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:4 #, check-glossary, rst-text msgid "" "Use this screen to add one or more roles to one or more groups. To use this " "function, at least one role and one group need to have been added to the " "system. The management screen is available in the *Roles ↔ Groups* module of " "the *Users, Groups & Roles* group." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:11 #, check-glossary, rst-text msgid "Manage Role-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:15 #, check-glossary, rst-text msgid "Manage Roles ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:17 #, check-glossary, rst-text msgid "To assign some groups to a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:20 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the role to groups with." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:26 #, check-glossary, rst-text msgid "Change Group Relations for Role" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:28 #, check-glossary, rst-text msgid "To assign some roles to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:31 #, check-glossary, rst-text msgid "" "Select the permissions you would like to connect the group to roles with." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:37 #, check-glossary, rst-text msgid "Change Role Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:41 #, check-glossary, rst-text msgid "" "If several roles or groups are added to the system, use the filter box to " "find a particular role or group by just typing the name to filter." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:43 #, check-glossary, rst-text msgid "" "Multiple roles or groups can be assigned in both screens at the same time. " "Additionally clicking on a role or clicking on a group in the relations " "screen will open the *Edit Role* screen or the *Edit Group* screen " "accordingly." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:48 #, check-glossary, rst-text msgid "" "Accessing a role or a group provides no back link to the relations screen." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:52 #, check-glossary, rst-text msgid "Roles ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:54 #, check-glossary, rst-text msgid "" "When assigning a role to a group or vice versa, several permissions can be " "set as connection between a role and a group. The following permissions are " "available by default:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:76 #, check-glossary, rst-text msgid "" "Users with this permission type will only be able to observe chats in a " "channel after they have been invited." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:79 #, check-glossary, rst-text msgid "" "Users with this permission type will be able to take part in a chat, but " "only after they get invited to it." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:82 #, check-glossary, rst-text msgid "" "Users with this permission type will be able to accept chat customer/public " "requests and do all kinds of observer and participant actions on a chat." msgstr "" #: ../content/glossary.rst:2 #, check-glossary, rst-text msgid "Glossary" msgstr "" #: ../content/glossary.rst:4 #, check-glossary, rst-text msgid "Activity" msgstr "" #: ../content/glossary.rst:6 #: ../content/glossary.rst:80 #: ../content/glossary.rst:83 #: ../content/glossary.rst:98 #, check-glossary, rst-text msgid "Part of the process management." msgstr "" #: ../content/glossary.rst:7 #, check-glossary, rst-text msgid "Agent" msgstr "" #: ../content/glossary.rst:9 #, check-glossary, rst-text msgid "" "An agent is a user which services customer users. The person working for " "your organization." msgstr "" #: ../content/glossary.rst:11 #, check-glossary, rst-text msgid "Back end" msgstr "" #: ../content/glossary.rst:13 #, check-glossary, rst-text msgid "" "A configuration file, module, script or other functional item within OTOBO " "which is not reachable via the browser." msgstr "" #: ../content/glossary.rst:16 #, check-glossary, rst-text msgid "" "Defines working hours, time-zone, and holidays to be applied when using " ":term:`escalation times`." msgstr "" #: ../content/glossary.rst:17 #, check-glossary, rst-text msgid "Customer" msgstr "" #: ../content/glossary.rst:19 #, check-glossary, rst-text msgid "" "Physical organizations to which customer users are assigned. These provide " "the function to group users together which belong to a single organization." msgstr "" #: ../content/glossary.rst:21 #, check-glossary, rst-text msgid "Customer User" msgstr "" #: ../content/glossary.rst:23 #, check-glossary, rst-text msgid "" "Physical persons, and their contact data, which belong to a customer. These " "are the people raising tickets." msgstr "" #: ../content/glossary.rst:25 #, check-glossary, rst-text msgid "Dynamic Field" msgstr "" #: ../content/glossary.rst:27 #, check-glossary, rst-text msgid "" "A field used in tickets and articles to extend the data which can be saved " "in a ticket or article. They are saved from values in the database or " "accessed from outside resources." msgstr "" #: ../content/glossary.rst:29 #, check-glossary, rst-text msgid "Escalation Times" msgstr "" #: ../content/glossary.rst:31 #, check-glossary, rst-text msgid "" "The defined amount of working time before a ticket breaches an agreement." msgstr "" #: ../content/glossary.rst:32 #, check-glossary, rst-text msgid "Front end" msgstr "" #: ../content/glossary.rst:34 #, check-glossary, rst-text msgid "The graphical interface to OTOBO as viewed in a browser." msgstr "" #: ../content/glossary.rst:35 #, check-glossary, rst-text msgid "Group" msgstr "" #: ../content/glossary.rst:37 #, check-glossary, rst-text msgid "" "This is a resource within OTOBO. An :term:`agent` or a :term:`customer` can " "be assigned permissions to this resource as needed. Additionally, they can " "be used for access control, processes and web services." msgstr "" #: ../content/glossary.rst:40 #, check-glossary, rst-text msgid "Invoker" msgstr "" #: ../content/glossary.rst:42 #, check-glossary, rst-text msgid "" "An invoker is a special Perl module which allows OTOBO to provide " "information to a remote system via REST or HTTP. Invokers must be developed " "in Perl by a back end developer." msgstr "" #: ../content/glossary.rst:44 #, check-glossary, rst-text msgid "Mapping" msgstr "" #: ../content/glossary.rst:46 #, check-glossary, rst-text msgid "" "A mapping allows OTOBO to provide inbound and outbound translation of data " "allowing us to offer a specific data construction to rebuild incoming " "structures to meet our needs." msgstr "" #: ../content/glossary.rst:47 #, check-glossary, rst-text msgid "Operation" msgstr "" #: ../content/glossary.rst:49 #, check-glossary, rst-text msgid "" "Similar to a web hook, a provider operation offers a specific sub-set of " "OTOBO Perl API functionality to external systems." msgstr "" #: ../content/glossary.rst:50 #, check-glossary, rst-text msgid "Process" msgstr "" #: ../content/glossary.rst:52 #, check-glossary, rst-text msgid "" "Part of the process management. A process defines the workflow for a task " "and consists of activities, activity dialogs, transitions and transition " "actions." msgstr "" #: ../content/glossary.rst:56 #, check-glossary, rst-text msgid "Part of OTOBO to support definition of workflows for recurring tasks." msgstr "" #: ../content/glossary.rst:57 #, check-glossary, rst-text msgid "Process Path" msgstr "" #: ../content/glossary.rst:59 #, check-glossary, rst-text msgid "" "Part of the process management. A process path describes the connections " "between the parts of a process." msgstr "" #: ../content/glossary.rst:63 #, check-glossary, rst-text msgid "" "A resource is any object which has effective permissions. This can be, but " "is not limited to, a ticket, dashboard widget, statistic, or module." msgstr "" #: ../content/glossary.rst:65 #, check-glossary, rst-text msgid "Screen" msgstr "" #: ../content/glossary.rst:67 #, check-glossary, rst-text msgid "" "A graphical interface to OTOBO viewed in a browser (see also :term:`Front " "end`)." msgstr "" #: ../content/glossary.rst:70 #, check-glossary, rst-text msgid "" "A means of delivering added value to customers by making it easier for " "customers or helping them to achieve their desired results without them " "having to personally bear the responsibility for specific costs and risks." msgstr "" #: ../content/glossary.rst:71 #, check-glossary, rst-text msgid "Service Level Agreement" msgstr "" #: ../content/glossary.rst:73 #, check-glossary, rst-text msgid "" "A service level agreement (SLA) is a contract between a service provider " "(either internal or external) and the end user that defines the level of " "service expected from the service provider. SLAs are output-based in that " "their purpose is specifically to define what the customer will receive." msgstr "" #: ../content/glossary.rst:75 #, check-glossary, rst-text msgid "Service Request" msgstr "" #: ../content/glossary.rst:77 #, check-glossary, rst-text msgid "(see also :term:`Ticket`)." msgstr "" #: ../content/glossary.rst:78 #, check-glossary, rst-text msgid "Transition" msgstr "" #: ../content/glossary.rst:81 #, check-glossary, rst-text msgid "Transition Action" msgstr "" #: ../content/glossary.rst:84 #, check-glossary, rst-text msgid "SLA" msgstr "" #: ../content/glossary.rst:86 #, check-glossary, rst-text msgid "(see also :term:`Service Level Agreement`)." msgstr "" #: ../content/glossary.rst:89 #, check-glossary, rst-text msgid "" "A ticket is a collection of all communications with a customer during the " "course of a service request. A ticket contains articles, which are the " "communication received from or sent to customers, agents, external systems, " "etc. Tickets belong to a customer user, are assigned to agents and reside in " "queues." msgstr "" #: ../content/glossary.rst:92 #, check-glossary, rst-text msgid "Transport" msgstr "" #: ../content/glossary.rst:94 #, check-glossary, rst-text msgid "" "A transport is the method chosen for communication. OTOBO supports REST and " "SOAP." msgstr "" #: ../content/glossary.rst:96 #, check-glossary, rst-text msgid "Activity Dialog" msgstr "" #: ../content/glossary.rst:99 #, check-glossary, rst-text msgid "Working Time" msgstr "" #: ../content/glossary.rst:101 #, check-glossary, rst-text msgid "" "A definition of minutes passed during the defined working hours of any " ":term:`calendar`." msgstr "" #: ../content/history.rst:3 #, check-glossary, rst-text msgid "Documentation History" msgstr "" #: ../content/history.rst:5 #, check-glossary, rst-text msgid "1.) 2019 - OTRS Administration Manual - OTRS AG (https://otrs.com)" msgstr "" #: ../content/history.rst:7 #, check-glossary, rst-text msgid "" "2.) 2020 - OTOBO Administration Manual - Rother OSS GmbH (https://otobo.de)" msgstr "" #: ../content/history.rst:9 #, check-glossary, rst-text msgid "" "Published by: Rother OSS GmbH, (https://otobo.de), Oberwalting 31, 94339 " "Leiblfing, Germany. Authors: OTRS AG (original version), Rother OSS GmbH " "(https://otobo.de)" msgstr "" #: ../content/history.rst:12 #, check-glossary, rst-text msgid "" "Permission is granted to copy, distribute and/or modify this document under " "the terms of the GNU Free Documentation License, Version 1.3 or any later " "version published by the Free Software Foundation; with no Invariant " "Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the " "license can be found on the `GNU website `__." msgstr "" #: ../content/how-tos.rst:2 #, check-glossary, rst-text msgid "How-Tos" msgstr "" #: ../content/how-tos.rst:4 #, check-glossary, rst-text msgid "" "While this documentation serves as a reference, it does not directly provide " "solutions or give recipes for common configurations. For this purpose have a " "look at these resources:" msgstr "" #: ../content/how-tos.rst:7 #, check-glossary, rst-text msgid "https://portal.rother-oss.com/otobo/public.pl" msgstr "" #: ../content/index.rst:6 #, check-glossary, rst-text msgid "OTOBO Administration Manual" msgstr "" #: ../content/index.rst:8 #, check-glossary, rst-text msgid "" "This is the OTOBO Administration Manual. It serves as a reference to help " "administrators manage and configure the OTOBO system effectively." msgstr "" #: ../content/index.rst:22 #, check-glossary, rst-text msgid "" "This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, " "61440 Oberursel, Germany." msgstr "" #: ../content/index.rst:25 #, check-glossary, rst-text msgid "" "Copyright © for modifications and amendments 2019-2024 ROTHER OSS GmbH " "(https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany" msgstr "" #: ../content/index.rst:28 #, check-glossary, rst-text msgid "" "Terms and Conditions OTRS: Permission is granted to copy, distribute and/or " "modify this document under the terms of the GNU Free Documentation License, " "Version 1.3 or any later version published by the Free Software Foundation; " "with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A " "copy of the license can be found on the GNU website." msgstr "" #: ../content/index.rst:35 #, check-glossary, rst-text msgid "" "Terms and Conditions Rother OSS: Permission is granted to copy, distribute " "and/or modify this document under the terms of the GNU Free Documentation " "License, Version 1.3 or any later version published by the Free Software " "Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-" "Cover Texts. A copy of the license is included in the section entitled " "\"COPYING\"." msgstr "" #: ../content/index.rst:42 #, check-glossary, rst-text msgid "" "Published by: Rother OSS GmbH, (https://otobo.de), Oberwalting 31, 94339 " "Leiblfing, Germany." msgstr "" #: ../content/index.rst:45 #, check-glossary, rst-text msgid "" "Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.de)." msgstr ""