# SOME DESCRIPTIVE TITLE. # Copyright (C) 2019-2022 Rother OSS GmbH, https://otobo.de/ # This file is distributed under the same license as the OTOBO # Administration Manual package. # FIRST AUTHOR , 2024. # msgid "" msgstr "" "Project-Id-Version: OTOBO Administration Manual 10.1\n" "Report-Msgid-Bugs-To: \n" "POT-Creation-Date: 2026-07-31 15:02+0000\n" "PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n" "Last-Translator: Automatically generated\n" "Language-Team: none\n" "Language: pt_BR\n" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" "Plural-Forms: nplurals=2; plural=(n > 1)\n" "Generated-By: Babel 2.4.0\n" #: ../content/administration-area.rst:25 #: ../content/administration-area/administration.rst:9 #: ../content/administration-area/communication-notifications.rst:13 #: ../content/administration-area/communication-notifications/oauth2-mail.rst:1 #: ../content/administration-area/customer-interface.rst:8 #: ../content/administration-area/languages.rst:12 #: ../content/administration-area/processes-automation.rst:13 #: ../content/administration-area/ticket-settings.rst:28 #: ../content/administration-area/users-groups-roles.rst:9 #: ../content/how-tos.rst:10 ../content/index.rst:29 msgid "Contents" msgstr "" #: ../content/administration-area.rst:2 msgid "Administration Area" msgstr "" #: ../content/administration-area.rst:4 msgid "The Administration Area 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.rst:10 msgid "Administrator Interface" msgstr "" #: ../content/administration-area.rst:12 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.rst:15 msgid "This manual shows the configuration possibilities needed to solve common problems. The chapters:" msgstr "" #: ../content/administration-area.rst:18 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.rst:19 msgid "Direct you **how** to configure OTOBO to fit your use-case (**utility**)." msgstr "" #: ../content/administration-area.rst:21 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." msgstr "" #: ../content/administration-area/administration.rst:2 msgid "Administration" msgstr "" #: ../content/administration-area/administration.rst:4 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/administration.rst:7 msgid "OTOBO offers several administration tools to configure, monitor, control and extend OTOBO." msgstr "" #: ../content/administration-area/administration/calendars.rst:2 msgid "Calendars" msgstr "" #: ../content/administration-area/administration/calendars.rst:4 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 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 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 msgid "Calendar Management Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:23 msgid "Manage Calendars" msgstr "" #: ../content/administration-area/administration/calendars.rst:25 msgid "To add a new calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:27 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:46 #: ../content/administration-area/processes-automation/access-control-lists.rst:35 #: ../content/administration-area/processes-automation/dynamic-fields.rst:26 #: ../content/administration-area/processes-automation/dynamic-fields.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 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:47 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:26 #: ../content/administration-area/processes-automation/access-control-lists.rst:36 #: ../content/administration-area/processes-automation/dynamic-fields.rst:27 #: ../content/administration-area/processes-automation/dynamic-fields.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:50 #: ../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 msgid "Click on the *Save* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:34 msgid "Add New Calendar Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:38 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 msgid "To edit a calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:43 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:57 #: ../content/administration-area/processes-automation/dynamic-fields.rst:37 #: ../content/administration-area/processes-automation/dynamic-fields.rst:212 #: ../content/administration-area/processes-automation/generic-agent.rst:48 #: ../content/administration-area/processes-automation/web-services.rst:60 #: ../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 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:58 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:32 #: ../content/administration-area/processes-automation/access-control-lists.rst:48 #: ../content/administration-area/processes-automation/dynamic-fields.rst:38 #: ../content/administration-area/processes-automation/dynamic-fields.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:61 #: ../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 msgid "Click on the *Save* or *Save and finish* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:50 msgid "Edit Calendar Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:52 msgid "To export a calendar:" msgstr "" #: ../content/administration-area/administration/calendars.rst:54 msgid "Click on the export icon in the list of calendars." msgstr "" #: ../content/administration-area/administration/calendars.rst:55 msgid "Choose a location in your computer to save the ``Export_Calendar_CalendarName.yml`` file." msgstr "" #: ../content/administration-area/administration/calendars.rst:57 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 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:125 msgid "Select a previously exported ``.yml`` file." msgstr "" #: ../content/administration-area/administration/calendars.rst:61 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 msgid "Click on the *Import Calendar* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:66 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 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:83 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:64 #: ../content/administration-area/processes-automation/access-control-lists.rst:107 #: ../content/administration-area/processes-automation/dynamic-fields.rst:63 #: ../content/administration-area/processes-automation/generic-agent.rst:93 #: ../content/administration-area/processes-automation/web-services.rst:133 #: ../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:110 #: ../content/administration-area/ticket-settings/salutations.rst:64 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:89 #: ../content/administration-area/ticket-settings/services.rst:93 #: ../content/administration-area/ticket-settings/signatures.rst:64 #: ../content/administration-area/ticket-settings/states.rst:122 #: ../content/administration-area/ticket-settings/templates.rst:85 #: ../content/administration-area/ticket-settings/types.rst:88 #: ../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:71 #: ../content/administration-area/users-groups-roles/roles.rst:71 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 msgid "General Calendar Settings" msgstr "" #: ../content/administration-area/administration/calendars.rst:82 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:106 #: ../content/administration-area/processes-automation/web-services.rst:146 #: ../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:114 #: ../content/administration-area/ticket-settings/salutations.rst:68 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:93 #: ../content/administration-area/ticket-settings/services.rst:97 #: ../content/administration-area/ticket-settings/signatures.rst:68 #: ../content/administration-area/ticket-settings/states.rst:126 #: ../content/administration-area/ticket-settings/templates.rst:114 #: ../content/administration-area/ticket-settings/types.rst:92 #: ../content/administration-area/users-groups-roles/groups.rst:75 #: ../content/administration-area/users-groups-roles/roles.rst:75 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 msgid "Color \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:85 msgid "The calendar color that will be displayed in the calendar overview screens." msgstr "" #: ../content/administration-area/administration/calendars.rst:87 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 msgid "Permission group \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:91 msgid "Select which :doc:`../users-groups-roles/groups` can access the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:93 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 msgid "Read only: users can see and export all appointments in the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:96 msgid "Move into: users can modify appointments in the calendar, but without changing the calendar selection." msgstr "" #: ../content/administration-area/administration/calendars.rst:97 msgid "Create: users can create and delete appointments in the calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:98 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:138 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:116 #: ../content/administration-area/processes-automation/access-control-lists.rst:129 #: ../content/administration-area/processes-automation/dynamic-fields.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:206 #: ../content/administration-area/ticket-settings/salutations.rst:77 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:132 #: ../content/administration-area/ticket-settings/services.rst:107 #: ../content/administration-area/ticket-settings/signatures.rst:77 #: ../content/administration-area/ticket-settings/states.rst:149 #: ../content/administration-area/ticket-settings/templates.rst:127 #: ../content/administration-area/ticket-settings/types.rst:97 #: ../content/administration-area/users-groups-roles/agents.rst:134 #: ../content/administration-area/users-groups-roles/groups.rst:93 #: ../content/administration-area/users-groups-roles/roles.rst:82 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:137 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:114 #: ../content/administration-area/processes-automation/access-control-lists.rst:127 #: ../content/administration-area/processes-automation/dynamic-fields.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:205 #: ../content/administration-area/ticket-settings/salutations.rst:76 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:131 #: ../content/administration-area/ticket-settings/services.rst:106 #: ../content/administration-area/ticket-settings/signatures.rst:76 #: ../content/administration-area/ticket-settings/states.rst:148 #: ../content/administration-area/ticket-settings/templates.rst:126 #: ../content/administration-area/ticket-settings/types.rst:97 #: ../content/administration-area/users-groups-roles/agents.rst:132 #: ../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:86 #: ../content/administration-area/users-groups-roles/roles.rst:80 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 msgid "Calendar Ticket Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:108 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 msgid "Calendar Settings - Ticket Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:117 #: ../content/administration-area/administration/system-maintenance.rst:64 msgid "Start date" msgstr "" #: ../content/administration-area/administration/calendars.rst:117 msgid "Select a start date for the ticket appointment." msgstr "" #: ../content/administration-area/administration/calendars.rst:120 msgid "End date" msgstr "" #: ../content/administration-area/administration/calendars.rst:120 msgid "Select the end date for the ticket appointment." msgstr "" #: ../content/administration-area/administration/calendars.rst:123 msgid "Queues \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:123 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 msgid "Search attributes" msgstr "" #: ../content/administration-area/administration/calendars.rst:126 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 msgid "Import Appointments" msgstr "" #: ../content/administration-area/administration/calendars.rst:132 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 msgid "To import some appointments:" msgstr "" #: ../content/administration-area/administration/calendars.rst:136 msgid "Click on the *Import Appointments* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/calendars.rst:137 msgid "Upload an iCal file and select a calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:138 msgid "Click on the *Import appointments* button." msgstr "" #: ../content/administration-area/administration/calendars.rst:143 msgid "Import Appointments Screen" msgstr "" #: ../content/administration-area/administration/calendars.rst:146 msgid "Upload \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:146 msgid "Click on the *Browse…* button, and select a valid iCal (``.ics``) file to upload." msgstr "" #: ../content/administration-area/administration/calendars.rst:153 msgid "Calendar \\*" msgstr "" #: ../content/administration-area/administration/calendars.rst:149 msgid "Select an available calendar." msgstr "" #: ../content/administration-area/administration/calendars.rst:153 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 msgid "Update existing appointments?" msgstr "" #: ../content/administration-area/administration/calendars.rst:156 msgid "If checked, all existing appointments in the calendar with same ``UniqueID`` will be overwritten." msgstr "" #: ../content/administration-area/administration/faq-category.rst:2 msgid "FAQ Category" msgstr "" #: ../content/administration-area/administration/faq-category.rst:4 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 msgid "FAQ Category Management Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:15 msgid "Manage FAQ Categories" msgstr "" #: ../content/administration-area/administration/faq-category.rst:17 msgid "To add a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:19 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 msgid "Click on the *Submit* button." msgstr "" #: ../content/administration-area/administration/faq-category.rst:26 msgid "Add Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:28 msgid "To edit a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:30 msgid "Click on a category in the list of categories." msgstr "" #: ../content/administration-area/administration/faq-category.rst:37 msgid "Edit Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:39 msgid "To delete a category:" msgstr "" #: ../content/administration-area/administration/faq-category.rst:41 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 msgid "Click on the *Yes* button in the confirmation dialog." msgstr "" #: ../content/administration-area/administration/faq-category.rst:47 msgid "Delete Category Screen" msgstr "" #: ../content/administration-area/administration/faq-category.rst:51 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/dynamic-fields.rst:80 #: ../content/administration-area/processes-automation/web-services.rst:148 #: ../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:116 #: ../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:116 #: ../content/administration-area/ticket-settings/types.rst:94 #: ../content/administration-area/users-groups-roles/groups.rst:83 #: ../content/administration-area/users-groups-roles/roles.rst:77 msgid "Name \\*" msgstr "" #: ../content/administration-area/administration/faq-category.rst:63 msgid "Subcategory of" msgstr "" #: ../content/administration-area/administration/faq-category.rst:62 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 msgid "Permission \\*" msgstr "" #: ../content/administration-area/administration/faq-category.rst:66 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:113 #: ../content/administration-area/processes-automation/web-services.rst:172 msgid "Validity" msgstr "" #: ../content/administration-area/administration/faq-category.rst:73 #: ../content/administration-area/administration/system-maintenance.rst:72 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:141 #: ../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:209 #: ../content/administration-area/ticket-settings/salutations.rst:80 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:135 #: ../content/administration-area/ticket-settings/services.rst:110 #: ../content/administration-area/ticket-settings/signatures.rst:80 #: ../content/administration-area/ticket-settings/states.rst:152 #: ../content/administration-area/ticket-settings/templates.rst:130 #: ../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:96 #: ../content/administration-area/users-groups-roles/roles.rst:85 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 msgid "FAQ Language" msgstr "" #: ../content/administration-area/administration/faq-language.rst:4 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 msgid "FAQ Language Management Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:15 msgid "Manage FAQ Languages" msgstr "" #: ../content/administration-area/administration/faq-language.rst:17 msgid "To add a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:19 msgid "Click on the *Add language* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/faq-language.rst:20 msgid "Fill in the required field." msgstr "" #: ../content/administration-area/administration/faq-language.rst:26 msgid "Add Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:28 msgid "To edit a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:30 msgid "Click on a language in the list of languages." msgstr "" #: ../content/administration-area/administration/faq-language.rst:31 msgid "Modify the field." msgstr "" #: ../content/administration-area/administration/faq-language.rst:37 msgid "Edit Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:39 msgid "To delete a language:" msgstr "" #: ../content/administration-area/administration/faq-language.rst:41 msgid "Click on the trash icon in the list of languages." msgstr "" #: ../content/administration-area/administration/faq-language.rst:47 msgid "Delete Language Screen" msgstr "" #: ../content/administration-area/administration/faq-language.rst:51 msgid "FAQ Language Settings" msgstr "" #: ../content/administration-area/administration/faq-language.rst:53 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 msgid "The `ISO 639-1 code `__ of a language." msgstr "" #: ../content/administration-area/administration/import-export.rst:2 msgid "Import/Export" msgstr "" #: ../content/administration-area/administration/package-manager.rst:2 msgid "Package Manager" msgstr "" #: ../content/administration-area/administration/package-manager.rst:4 msgid "OTOBO is a modular system 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 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 msgid "Package Manager Screen" msgstr "" #: ../content/administration-area/administration/package-manager.rst:19 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 msgid "Install Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:25 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 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 msgid "Install from Repository" msgstr "" #: ../content/administration-area/administration/package-manager.rst:38 msgid "To install a package from an online repository, follow these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:40 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 msgid "Click on the *Update repository information* button to refresh the available package list." msgstr "" #: ../content/administration-area/administration/package-manager.rst:43 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 msgid "Follow the installation instructions." msgstr "" #: ../content/administration-area/administration/package-manager.rst:45 #: ../content/administration-area/administration/package-manager.rst:66 msgid "After installation, the package is displayed in the *Local Repository* widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:50 msgid "Online Repository Widget" msgstr "" #: ../content/administration-area/administration/package-manager.rst:54 msgid "The repository list can be changed in system configuration setting ``Package::RepositoryList``." msgstr "" #: ../content/administration-area/administration/package-manager.rst:57 msgid "Install from File" msgstr "" #: ../content/administration-area/administration/package-manager.rst:59 msgid "Sideloading packages is also possible. To install a package from file follow these steps:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:63 msgid "Select an ``.opm`` file from your local file system." msgstr "" #: ../content/administration-area/administration/package-manager.rst:64 msgid "Click on the *Install Package* button." msgstr "" #: ../content/administration-area/administration/package-manager.rst:71 #: ../content/administration-area/administration/package-manager.rst:132 msgid "Local Repository Widget" msgstr "" #: ../content/administration-area/administration/package-manager.rst:75 msgid "Reinstall Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:77 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 msgid "To reinstall a package:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:82 msgid "Select the package from the *Local Repository* widget that are marked for reinstall." msgstr "" #: ../content/administration-area/administration/package-manager.rst:83 msgid "Click on the *Reinstall* link in the *Action* column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:88 msgid "Update Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:90 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 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 msgid "Click on the *Update* link." msgstr "" #: ../content/administration-area/administration/package-manager.rst:95 #: ../content/administration-area/administration/package-manager.rst:102 msgid "Follow the update instructions." msgstr "" #: ../content/administration-area/administration/package-manager.rst:96 #: ../content/administration-area/administration/package-manager.rst:103 msgid "After updating, the package is displayed in the *Local Repository* widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:99 msgid "To update all packages:" msgstr "" #: ../content/administration-area/administration/package-manager.rst:101 msgid "Click on the *Update all installed packages* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/package-manager.rst:105 msgid "This feature reads the information of all defined package repositories and determines whether a new version for every installed package exists 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 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 msgid "Remove Packages" msgstr "" #: ../content/administration-area/administration/package-manager.rst:120 msgid "If you remove a package you also delete all data managed by that package." msgstr "" #: ../content/administration-area/administration/package-manager.rst:122 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 msgid "Select the package from the *Local Repository* widget." msgstr "" #: ../content/administration-area/administration/package-manager.rst:126 msgid "Click on the *Uninstall* link in the *Action* column." msgstr "" #: ../content/administration-area/administration/package-manager.rst:127 msgid "Follow the uninstall instructions." msgstr "" #: ../content/administration-area/administration/performance-log.rst:2 msgid "Performance Log" msgstr "" #: ../content/administration-area/administration/performance-log.rst:4 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 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 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 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 msgid "Enable Performance Log Support" msgstr "" #: ../content/administration-area/administration/performance-log.rst:22 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 msgid "Performance Log Screen" msgstr "" #: ../content/administration-area/administration/performance-log.rst:29 msgid "Clicking on an entry will show the details." msgstr "" #: ../content/administration-area/administration/performance-log.rst:34 msgid "Performance Log Details Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:2 msgid "Session Management" msgstr "" #: ../content/administration-area/administration/session-management.rst:4 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 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 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 msgid "Session Management Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:18 #: ../content/administration-area/administration/system-maintenance.rst:109 msgid "Manage Sessions" msgstr "" #: ../content/administration-area/administration/session-management.rst:20 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 msgid "Select a logged in user from the list of sessions." msgstr "" #: ../content/administration-area/administration/session-management.rst:23 msgid "Click on the token." msgstr "" #: ../content/administration-area/administration/session-management.rst:24 msgid "See the details." msgstr "" #: ../content/administration-area/administration/session-management.rst:29 msgid "Session Management Details Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:31 msgid "To kill a session:" msgstr "" #: ../content/administration-area/administration/session-management.rst:34 msgid "Click on the *Kill this session* link in the *Kill* column." msgstr "" #: ../content/administration-area/administration/session-management.rst:39 msgid "Session Kill Screen" msgstr "" #: ../content/administration-area/administration/session-management.rst:43 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 msgid "To kill all sessions:" msgstr "" #: ../content/administration-area/administration/session-management.rst:48 msgid "Click on the *Kill all sessions* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/session-management.rst:52 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 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 msgid "SQL Box" msgstr "" #: ../content/administration-area/administration/sql-box.rst:4 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 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 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 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 msgid "SQL Box Screen" msgstr "" #: ../content/administration-area/administration/sql-box.rst:24 msgid "Query SQL statements" msgstr "" #: ../content/administration-area/administration/sql-box.rst:28 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 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 msgid "To execute an SQL statement:" msgstr "" #: ../content/administration-area/administration/sql-box.rst:38 msgid "Enter the SQL statement into the SQL box." msgstr "" #: ../content/administration-area/administration/sql-box.rst:39 msgid "Select the result format." msgstr "" #: ../content/administration-area/administration/sql-box.rst:40 msgid "Click on the *Run Query* button." msgstr "" #: ../content/administration-area/administration/sql-box.rst:45 msgid "SQL Box Widget" msgstr "" #: ../content/administration-area/administration/sql-box.rst:49 msgid "SQL Settings" msgstr "" #: ../content/administration-area/administration/sql-box.rst:55 msgid "SQL \\*" msgstr "" #: ../content/administration-area/administration/sql-box.rst:55 msgid "The SQL statement to be queried." msgstr "" #: ../content/administration-area/administration/sql-box.rst:64 msgid "Limit" msgstr "" #: ../content/administration-area/administration/sql-box.rst:58 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 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 msgid "Result format" msgstr "" #: ../content/administration-area/administration/sql-box.rst:67 msgid "The format of the SQL statement result." msgstr "" #: ../content/administration-area/administration/sql-box.rst:70 msgid "HTML" msgstr "" #: ../content/administration-area/administration/sql-box.rst:70 msgid "The results are visible below the SQL box in a new widget." msgstr "" #: ../content/administration-area/administration/sql-box.rst:73 #: ../content/administration-area/customer-interface/customer-ticket-search.rst:13 msgid "CSV" msgstr "" #: ../content/administration-area/administration/sql-box.rst:73 msgid "The results can be downloaded in comma separated plain text format." msgstr "" #: ../content/administration-area/administration/sql-box.rst:77 #: ../content/administration-area/customer-interface/customer-ticket-search.rst:14 msgid "Excel" msgstr "" #: ../content/administration-area/administration/sql-box.rst:76 msgid "The results can be downloaded as Microsoft Excel spreadsheet." msgstr "" #: ../content/administration-area/administration/sql-box.rst:80 msgid "SQL Examples" msgstr "" #: ../content/administration-area/administration/sql-box.rst:82 msgid "To list some information about agents and output the results as HTML:" msgstr "" #: ../content/administration-area/administration/sql-box.rst:91 msgid "SQL Box Result" msgstr "" #: ../content/administration-area/administration/sql-box.rst:93 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 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 msgid "System Configuration" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:4 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 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 msgid "Comfortable search allows finding the needed settings quickly and easily." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:16 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 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 msgid "Manage System Configurations" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:30 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 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 msgid "Find the system configuration by entering a search term ``lastname`` into to search box." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:38 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 msgid "System Configuration - Search For Setting" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:47 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 msgid "System Configuration - Setting Found" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:54 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 msgid "System Configuration - Setting Expanded" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:61 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 msgid "System Configuration - Setting Hovered" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:68 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 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 msgid "System Configuration - Setting Clicked" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:80 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 msgid "System Configuration - Setting Modified" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:89 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 msgid "System Configuration - Setting Saved" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:97 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 msgid "System Configuration - Setting Changes" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:105 msgid "Review the changes." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:106 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 msgid "System Configuration - Setting Different" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:113 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 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 msgid "System Configuration - Deploy Setting" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:123 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 msgid "System Configuration - Setting Deployed" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:131 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 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:68 #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:65 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:37 #: ../content/administration-area/processes-automation/dynamic-fields.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 msgid "Click on the *Confirm* button." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:140 msgid "Deploy the settings." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:144 msgid "Using The Navigation Tree" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:146 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 msgid "System Configuration Navigation Tree" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:157 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 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 msgid "For example ``FirstnameLastnameOrder`` can be found in *Frontend* → *Base*." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:174 msgid "Import And Export System Configurations" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:176 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 msgid "System Configuration - Import and Export" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:183 msgid "To export the system configurations:" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:185 msgid "Click on the *Export current configuration* button in the *Export* widget." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:186 msgid "Save the ``Export_Current_System_Configuration.yml`` file to your local file system." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:187 msgid "Rename the file to a more descriptive name." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:189 msgid "To import the system configurations:" msgstr "" #: ../content/administration-area/administration/system-configuration.rst:191 msgid "Click on the *Browse…* button in the *Import* widget." msgstr "" #: ../content/administration-area/administration/system-configuration.rst:193 msgid "Click on the *Import system configuration* button." msgstr "" #: ../content/administration-area/administration/system-log.rst:2 msgid "System Log" msgstr "" #: ../content/administration-area/administration/system-log.rst:4 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 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 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 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 msgid "System Log Screen" msgstr "" #: ../content/administration-area/administration/system-log.rst:19 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 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 msgid "System Log Configuration Options" msgstr "" #: ../content/administration-area/administration/system-log.rst:28 msgid "``Core → Log``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:2 msgid "System Maintenance" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:4 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 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 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 msgid "System Maintenance Management Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:21 msgid "Manage System Maintenance" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:23 msgid "To schedule a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:25 msgid "Click on the *Add New System Maintenance* button in the left sidebar." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:32 msgid "Schedule New System Maintenance Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:34 msgid "To edit a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:36 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 msgid "Edit System Maintenance Information Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:45 msgid "To delete a system maintenance:" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:47 #: ../content/administration-area/processes-automation/dynamic-fields.rst:47 #: ../content/administration-area/ticket-settings/attachments.rst:46 msgid "Click on the trash icon in the last column of the overview table." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:53 msgid "Delete System Maintenance Screen" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:57 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 msgid "System Maintenance Settings" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:64 msgid "Select a date from when the system maintenance is scheduled." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:67 msgid "Stop date" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:67 msgid "Select a date when the system maintenance is planned to finish." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:70 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 msgid "Login message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:75 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 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 msgid "``SystemMaintenance::IsActiveDefaultLoginErrorMessage``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:83 msgid "``SystemMaintenance::IsActiveDefaultLoginMessage``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:84 msgid "``SystemMaintenance::IsActiveDefaultNotification``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:87 msgid "Show login message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:87 msgid "If checked, the login message is displayed in the login screen of OTOBO." msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:96 msgid "Notify message" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:90 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 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 msgid "``SystemMaintenance::TimeNotifyUpcomingMaintenance``" msgstr "" #: ../content/administration-area/administration/system-maintenance.rst:103 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 msgid "Edit System Maintenance - Manage Sessions" msgstr "" #: ../content/administration-area/communication-notifications.rst:2 msgid "Communication & Notifications" msgstr "" #: ../content/administration-area/communication-notifications.rst:4 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 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 msgid "Admin Notification" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:4 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 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 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 msgid "Create Administrative Message Screen" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:20 msgid "Administrative Message Settings" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:22 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 msgid "From \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:26 msgid "This email address will be added into the *From* field of the message." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:29 msgid "Send message to users" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:29 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 msgid "Send message to group members" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:32 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 msgid "Group members need to have permission" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:35 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 msgid "Send message to role members" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:38 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 msgid "Also send to customers in groups" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:41 msgid "Select this checkbox to send the message also for customers in groups." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:45 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 msgid "Subject \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:48 msgid "The subject of the messages." msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:50 msgid "Body \\*" msgstr "" #: ../content/administration-area/communication-notifications/admin-notification.rst:51 msgid "The body text of the message." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:2 msgid "Appointment Notifications" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:4 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 msgid "Upon a new or changed event" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:8 msgid "Upon cancellation of an event" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:9 msgid "Before the event, as a reminder" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:11 msgid "Notification relieves the agent the stress of mentally tracking appointments." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:13 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 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 msgid "Appointment Notification Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:28 msgid "Manage Appointment Notifications" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:30 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 msgid "Click on the *Add Notification* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:33 msgid "Fill in the required fields as explained in :ref:`Appointment Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:36 msgid "To edit an appointment notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:38 msgid "Click on an appointment notification in the list of appointment notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:39 msgid "Modify the fields as explained in :ref:`Appointment Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:42 msgid "To delete an appointment notification:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:44 msgid "Click on the trash icon in the list of appointment notifications." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:50 msgid "Delete Appointment Notification Screen" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:52 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 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 msgid "Choose a location in your computer to save the ``Export_Notification.yml`` file." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:57 msgid "To import appointment notifications:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:61 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:57 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 msgid "Click on the *Import Notification configuration* button." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:66 msgid "Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:73 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 msgid "Basic Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:82 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:143 #: ../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:210 #: ../content/administration-area/ticket-settings/salutations.rst:82 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:136 #: ../content/administration-area/ticket-settings/services.rst:111 #: ../content/administration-area/ticket-settings/signatures.rst:82 #: ../content/administration-area/ticket-settings/states.rst:154 #: ../content/administration-area/ticket-settings/templates.rst:132 #: ../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:98 #: ../content/administration-area/users-groups-roles/roles.rst:86 msgid "Comment" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:112 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:108 msgid "Show in agent preferences" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:94 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:90 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 msgid "No" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:98 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:94 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 msgid "Yes" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:102 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:98 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 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 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 msgid "Personal Appointment Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:115 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:111 msgid "Agent preferences tooltip" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:115 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:111 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 msgid "Appointment Events" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:128 msgid "Appointment Notification Settings - Events" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:154 msgid "Event \\*" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:131 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 msgid "Possible events are:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:137 msgid "``AppointmentCreate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:137 msgid "Executed after an appointment has been created." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:140 msgid "``AppointmentUpdate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:140 msgid "Executed after an appointment has been updated." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:143 msgid "``AppointmentDelete``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:143 msgid "Executed after an appointment has been deleted." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:147 msgid "``AppointmentNotification``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:146 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 msgid "``CalendarCreate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:150 msgid "Executed after a calendar has been created." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:154 msgid "``CalendarUpdate``" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:153 msgid "Executed after a calendar has been updated." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:157 msgid "Appointment Filter" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:162 msgid "Appointment Notification Settings - Appointment Filter" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:164 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:202 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:102 #: ../content/glossary.rst:14 msgid "Calendar" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:167 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:318 msgid "Title" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:170 msgid "Filter for a part or complete title of the appointment." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:173 msgid "Location" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:173 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 msgid "Resource" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:176 msgid "Choose from a list of teams or resources assigned to the appointments." msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:180 msgid "Appointment Notification Recipients" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:185 msgid "Appointment Notification Settings - Recipients" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:193 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:250 msgid "Send to" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:188 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:237 msgid "Select which agents should receive the notifications. Possible values are:" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:191 msgid "Agent (resources), who are selected within the appointment" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:192 msgid "All agents with (at least) read permission for the appointment (calendar)" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:193 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 msgid "Send to these agents" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:196 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:253 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 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 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 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 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 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 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 msgid "Once per day" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:208 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 msgid "Appointment Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:220 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 msgid "Enable this notification method" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:223 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:313 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 msgid "Active by default in agent preferences" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:227 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 msgid "Additional recipient email addresses" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:231 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:317 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 msgid "Article visible for customer" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:235 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:321 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 msgid "Email template" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:238 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:324 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 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 msgid "Enable email security" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:245 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:331 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 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 msgid "Email security level" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:252 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:338 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 msgid "PGP sign only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:256 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:342 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 msgid "PGP encrypt only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:260 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:346 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 msgid "PGP sign and encrypt" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:264 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:350 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 msgid "SMIME sign only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:268 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:354 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 msgid "SMIME encrypt only" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:272 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:358 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 msgid "SMIME sign and encrypt" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:276 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:362 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 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 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 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 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 msgid "Appointment Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:296 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 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 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 msgid "Text \\*" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:305 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:391 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 msgid "Add new notification language" msgstr "" #: ../content/administration-area/communication-notifications/appointment-notifications.rst:308 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:394 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 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 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:137 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 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:152 msgid "This tag expands, for example to:" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:2 msgid "Communication Log" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:4 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 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 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 msgid "Communication Log Overview Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:21 msgid "Communication Log Overview" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:23 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 msgid "Account Status Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:31 msgid "Account status" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:31 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 msgid "Communication status" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:34 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 msgid "Communication state" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:37 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 msgid "Average processing time" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:40 msgid "This is a cumulative time statistic that is needed to complete a communication." msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:42 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 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 msgid "Communication Log Detailed View Screen" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:52 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 msgid "Connection" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:55 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 msgid "Message" msgstr "" #: ../content/administration-area/communication-notifications/communication-log.rst:58 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 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 msgid "Email Addresses" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:4 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 msgid "``support@example.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:10 msgid "``hr@exapmle.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:11 msgid "``sales@example.org``" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:13 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 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 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 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 msgid "Email Address Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:36 msgid "Manage Email Addresses" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:38 msgid "To add an email address:" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:40 msgid "Click on the *Add System Address* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:47 msgid "Email Address Add Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:51 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 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 msgid "Article Menu" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:66 msgid "To edit an email address:" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:68 msgid "Click on an email address in the list of email addresses." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:75 msgid "Email Address Edit Screen" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:79 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 msgid "Email Address Settings" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:89 msgid "Email address \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:89 msgid "The email address to be added." msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:99 msgid "Display name \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:92 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 msgid "Sender information" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:99 msgid "Sender Information" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:107 msgid "Queue \\*" msgstr "" #: ../content/administration-area/communication-notifications/email-addresses.rst:102 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 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 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/oauth2-mail.rst:6 msgid "OIDC based OAuth2 Authentication for Email" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:8 msgid "Regardless whether OAuth2 is used for sending or fetching email, a valid OAuth2 FunctionalAccount and its corresponding OIDC provider settings need to be configured in the Admin UI. These can be set up using the 'OAuth Functional Accounts' and 'OIDC Profile Management' modules in the Admin UI, respectively." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:-1 msgid "Functional Account Settings" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:16 msgid "For more information on setting up OIDC Profiles and Functional Accounts for OAuth2, please refer to the section :ref:`OIDC-based OAuth2 authentication`." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:19 msgid "On the OIDC Provider the Functional Account user must have the proper permissions assigned, as these will be specific to mail server and OIDC Provider used please refer to your email provider's instructions on how to setup authentication via OIDC." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:24 msgid "The Functional Account configured in OTOBO will possibly need to have the proper OAuth2 scopes and/or resource ids configured specific to the mail server and OIDC Provider used. Again please refer to your email provider's documentation to determine the necessary settings." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:29 msgid "SMTP" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:31 msgid "For outgoing email sending via SMTP, OAuth2 authentication has to be enabled in System Configuration under *Core > Email*:" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:33 msgid "The ``SendmailModule`` setting must be one of the SMTP options. Choosing ``SMTPS`` or ``SMTPTLS`` is strongly recommended from a security perspective. Do **not** use unencrypted SMTP with OAuth2 tokens in a production environment" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:36 msgid "Make sure you use the proper ``SendmailModule::Port`` for the chosen SMTP method" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:37 msgid "The ``SendmailModule::OAuth2Method`` setting must be set to either ``XOAUTH2`` or ``OAUTHBEARER``" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:38 msgid "The ``SendmailModule::OAuth2FunctionalAccount`` setting must be set to the name of an OAuth Functional Account configured in the Admin UI as outlined above" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:39 msgid "The ``SendmailModule::AuthUser`` must be set to the username of the Functional Account that is used to send email" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:40 msgid "The ``SendmailModule::AuthPassword`` will **not** be used with ``XOAUTH2`` and/or ``OAUTHBEARER``" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:-1 msgid "SMTP Settings" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:47 msgid "POP3/IMAP" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:49 msgid "For incoming email fetched via POP3 or IMAP, settings can be provided via the Admin UI Postmaster Mailaccounts module." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:-1 msgid "Mailaccount Admin UI" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:54 msgid "To enable ``XOAUTH2`` or ``OAUTHBEARER`` for a given Postmaster mail account, do:" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:56 msgid "Change the authentication option from the default ``Basic Auth`` option to either ``XOAUTH2`` or ``OAUTHBEARER`` depending on your needs" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:57 msgid "Select the Functional Account to be used for fetching email that you have configured above from the drop down list" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:58 msgid "Specify the username of the Functional Account that is used to fetch email" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:-1 msgid "IMAP/POP3 Settings" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:64 msgid "Do **not** use unencrypted POP3 or IMAP protocols with OAuth tokens in a production environment. Always prefer to use the encrypted TLS or STARTTLS protocols for POP3 (POP3S or POP3TLS) or for IMAP (IMAPS or IMAPTLS)." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:69 msgid "Configuration Reference" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:72 msgid "Core::Email" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:75 msgid "SendmailModule::OAuth2FunctionalAccount" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:77 msgid "If ``XOAUTH2`` or ``OAUTHBEARER`` is selected in the ``SendmailModule::OAuth2Method`` setting, then this setting needs to be enabled and set to a valid OIDC Functional Account. OIDC Accounts can be configured in the Admin UI *OAuth Functional Accounts* Module." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:82 msgid "SendmailModule::OAuth2Method" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:84 msgid "The authentication method to use for SMTP Authentication, defaults to ``Basic Auth``. If ``XOAUTH2`` or ``OAUTHBEARER`` is selected, then the ``SendmailModule::OAuth2FunctionalAccount`` setting needs to be enabled and set to a valid OIDC Functional Account. OIDC Accounts can be configured in the Admin UI *OAuth Functional Accounts* Module." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:90 msgid "Azure Configuration" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:93 msgid "This description in based on our experience with Microsoft Azure as OIDC provider for OAuth2 authentication with our customers. In no way does Rother OSS endorse the use of Microsoft Azure. It may guide and inform your own configuration. However, for more detailed information always consult the official Microsoft Azure documentation." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:99 msgid "Go to https://portal.azure.com Switch to ``Azure Active Directory`` and add a new ``Enterprise Application``:" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:-1 msgid "OAuth2 Azure Configuration" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:108 msgid "**Create your own application**" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:113 msgid "Assign a name to the application:" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:118 msgid "**The mailbox user must be assigned to the application.** You will need the Application ID lateron in OTOBO. Please note, 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/oauth2-mail.rst:126 msgid "ou will also need the domain's \"Tenant ID\"." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:131 msgid "Add a new Application in \"App registrations\":" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:136 msgid "Create a Redirect URL of type \"Web\" and a secret client key. The Redirect URL should look like: ``https:///otobo/index.pl?Action=AdminMailAccount``" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:145 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/oauth2-mail.rst:152 msgid "Switch to ``API permissions`` and add ``IMAP.AccessAsUser.All`` and ``POP.AccessAsUser.All``:" msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:157 msgid "Please click on \"Add permission\" and choose Microsoft Graph, then new delegated permissions in the bar on the right, if Microsoft Graph does not show up like depicted in the screenshot." msgstr "" #: ../content/administration-area/communication-notifications/oauth2-mail.rst:160 msgid "The Azure configuration is now complete. Please check whether port 143 and 993 are enabled." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:2 msgid "PGP Keys" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:4 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 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 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 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 msgid "PGP Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:24 msgid "Manage PGP Keys" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:28 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 msgid "Enable PGP Support" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:35 msgid "To add a PGP key:" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:37 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 msgid "Click on *Browse…* button to open the file dialog." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:39 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 msgid "Click on the *Add* button." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:45 msgid "Add PGP Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:47 msgid "To delete a PGP key:" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:49 msgid "Click on the trash icon in the list of PGP keys." msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:55 msgid "Delete PGP Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:59 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 msgid "PGP Configuration Options" msgstr "" #: ../content/administration-area/communication-notifications/pgp-keys.rst:65 msgid "``Core → Crypt → PGP``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:2 msgid "Postmaster Filters" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:4 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 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 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 msgid "Postmaster Filter Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:20 msgid "Manage Postmaster Filters" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:24 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 msgid "To add a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:28 msgid "Click on the *Add PostMaster Filter* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:33 msgid "To edit a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:35 msgid "Click on a postmaster filter in the list of postmaster filters." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:39 msgid "To delete a postmaster filter:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:41 msgid "Click on the trash icon in the list of postmaster filters." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:47 msgid "Delete Postmaster Filter Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:51 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 msgid "Postmaster Filter Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:63 msgid "Postmaster Filter Settings Example" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:67 msgid "Basic Postmaster Filter Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:72 msgid "Postmaster Filter Settings - Basic" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:81 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 msgid "Stop after match \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:87 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 msgid "All postmaster filters are executed." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:94 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 msgid "Filter Condition" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:103 msgid "Postmaster Filter Settings - Filter Condition" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:105 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:208 msgid "Search header field … for value" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:109 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 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 msgid "``X-OTOBO-AttachmentCount``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:116 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 msgid "``X-OTOBO-AttachmentExists``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:120 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 msgid "``X-OTOBO-BodyDecrypted``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:123 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 msgid "``X-OTOBO-CustomerNo``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:126 msgid "Set the customer ID for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:129 msgid "``X-OTOBO-CustomerUser``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:129 msgid "Set the customer user for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:133 msgid "``X-OTOBO-DynamicField-``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:132 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 msgid "``X-OTOBO-FollowUp-*``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:136 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:144 msgid "``X-OTOBO-FollowUp-State-Keep``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:139 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:144 msgid "``X-OTOBO-From``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:143 msgid "Set the ``From`` attribute of the ticket. Either a fixed string can be used or a named capture, e.g. to extract the attribute from the body." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:147 msgid "``X-OTOBO-Ignore``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:147 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:151 msgid "``X-OTOBO-IsVisibleForCustomer``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:150 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:155 msgid "``X-OTOBO-Lock``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:154 msgid "Set the lock state of a ticket. Possible values are ``locked`` or ``unlocked``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:158 msgid "``X-OTOBO-Loop``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:158 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:161 msgid "``X-OTOBO-Owner``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:161 msgid "Set the agent as owner for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:164 msgid "``X-OTOBO-OwnerID``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:164 msgid "Set the agent ID as owner for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:167 msgid "``X-OTOBO-Priority``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:167 msgid "Set the priority for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:172 msgid "``X-OTOBO-Queue``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:170 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:175 msgid "``X-OTOBO-Responsible``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:175 msgid "Set the agent as responsible for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:178 msgid "``X-OTOBO-ResponsibleID``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:178 msgid "Set the agent ID as responsible for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:182 msgid "``X-OTOBO-SenderType``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:181 msgid "Set the sender type for the ticket. Possible values are ``agent``, ``system`` or ``customer``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:186 msgid "``X-OTOBO-Service``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:185 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:189 msgid "``X-OTOBO-SLA``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:189 msgid "Set the service level agreement for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:192 msgid "``X-OTOBO-State``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:192 msgid "Set the state for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:202 msgid "``X-OTOBO-State-PendingTime``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:195 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:201 msgid "Settings like *+1d 12h* are not possible. You can specify *+36h* instead." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:205 msgid "``X-OTOBO-Title``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:205 msgid "Set the title for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:208 msgid "``X-OTOBO-Type``" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:208 msgid "Set the type for the ticket." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:212 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:217 msgid "The :ref:`Mail Account Settings` defines the trust level." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:221 msgid "Negate" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:220 msgid "If checked, the condition will use the negate search term." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:224 msgid "Set Email Headers" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:229 msgid "Postmaster Filter Settings - Set Email Headers" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:231 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:237 msgid "Set email header … with value" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-filters.rst:234 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:238 msgid "The ``X-OTOBO`` headers are already described above." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:2 msgid "PostMaster Mail Accounts" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:5 msgid "For OIDC-based auth see also :doc:`oauth2-mail`." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:7 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:10 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:13 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:19 msgid "Mail Account Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:23 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:30 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:33 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:37 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:41 msgid "Manage Mail Accounts" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:43 msgid "To add a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:45 msgid "Click on the *Add Mail Account* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:52 msgid "Add Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:54 msgid "To edit a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:56 msgid "Click on a mail account in the list of mail accounts." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:63 msgid "Edit Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:65 msgid "To delete a mail account:" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:67 msgid "Click on the trash icon in the list of mail accounts." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:73 msgid "Delete Mail Account Screen" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:77 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:81 msgid "Mail Account Settings" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:95 #: ../content/administration-area/ticket-settings/auto-responses.rst:102 #: ../content/administration-area/ticket-settings/templates.rst:111 msgid "Type \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:87 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:90 msgid "IMAP" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:91 msgid "IMAPS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:92 msgid "IMAPTLS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:93 msgid "POP3" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:94 msgid "POP3S" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:95 msgid "POP3TLS" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:98 #: ../content/administration-area/users-groups-roles/agents.rst:113 #: ../content/administration-area/users-groups-roles/customer-users.rst:104 msgid "Username \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:98 msgid "The username of the mail account." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:101 msgid "Password \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:101 msgid "The password of the mail account." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:106 msgid "Host \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:104 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:110 msgid "IMAP Folder" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:109 msgid "The folder in the mail account to be fetched. Other folders remain untouched." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:117 msgid "Trusted \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:113 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:117 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:134 msgid "Dispatching \\*" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:120 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:130 msgid "Dispatching by email To: field" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:123 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:130 msgid "The postmaster default queue can be changed in system configuration setting ``PostmasterDefaultQueue``." msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:134 msgid "Dispatching by selected Queue" msgstr "" #: ../content/administration-area/communication-notifications/postmaster-mail-accounts.rst:133 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/s-mime-certificates.rst:2 msgid "S/MIME Certificates" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:4 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 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 msgid "S/MIME Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:23 msgid "Manage S/MIME Certificates" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:27 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 msgid "Enable S/MIME Support" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:34 msgid "To add an S/MIME certificate:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:36 msgid "Click on the *Add Certificate* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:38 msgid "Select an S/MIME certificate from the file system." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:44 msgid "Add S/MIME Certificate Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:48 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 msgid "To add a private key:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:52 msgid "Click on the *Add Private Key* button in the left sidebar." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:54 msgid "Select a private key from the file system." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:60 msgid "Add S/MIME Private Key Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:62 msgid "To delete an S/MIME certificate:" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:64 msgid "Click on the trash icon in the list of S/MIME certificates." msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:70 msgid "Delete S/MIME Certificate Screen" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:74 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 msgid "S/MIME Configuration Options" msgstr "" #: ../content/administration-area/communication-notifications/s-mime-certificates.rst:80 msgid "``Core → Crypt → SMIME``" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:2 msgid "Ticket Notifications" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:4 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 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 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 msgid "Ticket Notification Management Screen" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:20 msgid "Manage Ticket Notifications" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:22 msgid "To add a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:25 msgid "Fill in the required fields as explained in :ref:`Ticket Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:28 msgid "To edit a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:30 msgid "Click on a ticket notification in the list of ticket notifications." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:31 msgid "Modify the fields as explained in :ref:`Ticket Notification Settings`." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:34 msgid "To delete a ticket notification:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:36 msgid "Click on the trash icon in the list of ticket notifications." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:42 msgid "Delete Ticket Notification Screen" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:44 msgid "To export all ticket notifications:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:51 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 msgid "To import ticket notifications:" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:62 msgid "Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:69 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 msgid "Basic Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:78 msgid "Ticket Notification Settings - Basic" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:0 #: ../content/administration-area/communication-notifications/ticket-notifications.rst:108 msgid "Personal Ticket Notification Settings" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:119 msgid "Events" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:124 msgid "Ticket Notification Settings - Events" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:129 msgid "Event" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:127 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 msgid "Ticket Filter [1]_" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:137 msgid "Ticket Notification Settings - Ticket Filter" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:139 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 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 msgid "State" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:147 msgid "Filter for a state of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:150 msgid "Priority" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:150 msgid "Filter for a priority of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:153 msgid "Queue" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:153 msgid "Filter for a queue in which the ticket is located." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:156 msgid "Lock" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:156 msgid "Filter for a lock state of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:159 #: ../content/administration-area/customer-interface/customer-ticket-search.rst:7 msgid "Customer ID" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:159 msgid "Filter for a customer ID of the ticket." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:162 msgid "Customer User ID" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:162 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/dynamic-fields.rst:2 msgid "Dynamic Fields" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:165 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 msgid "Article Filter [1]_" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:175 msgid "Ticket Notification Settings - Article Filter" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:179 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 msgid "Article sender type" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:182 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 msgid "Customer visibility" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:186 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 msgid "Communication channel" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:190 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 msgid "Include attachments to notification" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:194 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 msgid "Attachment Name" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:198 msgid "Filter for attachment name." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:201 msgid "Bcc" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:201 msgid "Filter for blind carbon copy field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:204 msgid "Body" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:204 msgid "Filter for body text." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:207 msgid "Cc" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:207 msgid "Filter for carbon copy field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:210 msgid "From" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:210 msgid "Filter for the sender field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:213 msgid "Subject" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:213 msgid "Filter for the subject field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:216 msgid "To" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:216 msgid "Filter for the main recipients field." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:219 msgid "SMS phone number" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:219 msgid "Filter for an SMS phone number." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:222 msgid "SMS text" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:222 msgid "Filter for the SMS text." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:226 msgid "SMS transaction number" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:225 msgid "Filter for an SMS transaction number." msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:229 msgid "Ticket Notification Recipients" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:234 msgid "Ticket Notification Settings - Recipients" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:240 msgid "Agent who created the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:241 msgid "Agent who is responsible for the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:242 msgid "Agent who owns the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:243 msgid "All agents subscribed to both the ticket's queue and service" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:244 msgid "All agents subscribed to the ticket's queue" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:245 msgid "All agents subscribed to the ticket's service" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:246 msgid "All agents watching the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:247 msgid "All agents with write permission for the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:248 msgid "All recipients of the first article" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:249 msgid "All recipients of the last article" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:250 msgid "Customer user of the ticket" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:265 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 msgid "Capability to Send Ticket Notifications Only During Working Hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:274 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 msgid "Recipient block configuration" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:284 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 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 msgid "Option working hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:295 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 msgid "Option outside working hours" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:305 msgid "Ticket Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:310 msgid "Ticket Notification Settings - Notification Methods" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:377 msgid "Notification Text" msgstr "" #: ../content/administration-area/communication-notifications/ticket-notifications.rst:382 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 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:146 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 msgid "Use of regular expressions as a filter do not work here." msgstr "" #: ../content/administration-area/customer-interface.rst:2 msgid "Customer Interface" msgstr "" #: ../content/administration-area/customer-interface.rst:4 msgid "The OTOBO Customer Interface is the dedicated web interface intended to be used by customers to interact with OTOBO. It allows customers to create tickets, search for and view their own tickets or tickets belonging to their organization, and track follow-up information. This interface is configured separately from the Agent Interface." msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:2 msgid "Customer Ticket Search" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:4 msgid "The Customer Ticket Search allows a customer to find tickets by various filters, namely:" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:6 msgid "Ticket number" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:8 msgid "Fulltext search in Attachments, Body, Cc, From, Subject, To, Priority, and State" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:9 msgid "Creation date" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:11 msgid "It provides also several different types of output redirection:" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:15 msgid "Normal (a list within the UI)" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:16 msgid "Print (a PDF)" msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:18 msgid "In addition, similar to the Agent Interface, it supports search profiles through Search Templates, which are sets of predefined filters with specific search criteria for repeated use." msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:20 msgid "To activate this feature, enable the system config ``Frontend::Module###CustomerTicketSearch``. The feature can then be accessed through an icon in the Customer Interface main menu." msgstr "" #: ../content/administration-area/customer-interface/customer-ticket-search.rst:23 msgid "For more advanced use cases, there is also the possibility to add Dynamic Fields to the Search Mask, e.g. by utilizing the Dynamic Field Screens feature of the Admin Interface. For more information on this, please refer to the `Dynamic Fields section on this manual `_." msgstr "" #: ../content/administration-area/languages.rst:2 msgid "Languages" msgstr "" #: ../content/administration-area/languages.rst:4 msgid "OTOBO supports multiple languages. Each user, Customer Users and Agents, may select their preferred language in their user preferences (refer to the User Guide for more information)." msgstr "" #: ../content/administration-area/languages.rst:7 msgid "However, the generic translation of specific terms might not fit the domain of information managed with a specific OTOBO instance. Hence, OTOBO support the customization of the translation. Existing translations can be customized and new translations can be added." msgstr "" #: ../content/administration-area/languages/translations.rst:2 #: ../content/administration-area/languages/translations.rst:265 msgid "Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:4 msgid "New or existing translations are managed and administered in the \"Translations\" module, located in the \"Languages\" group of the administration area." msgstr "" #: ../content/administration-area/languages/translations.rst:9 msgid "Widget Languages" msgstr "" #: ../content/administration-area/languages/translations.rst:12 msgid "By clicking on the Translations item, the user displays the subaction \"Overview\"." msgstr "" #: ../content/administration-area/languages/translations.rst:17 msgid "Overview Module Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:19 msgid "It contains the following elements:" msgstr "" #: ../content/administration-area/languages/translations.rst:22 msgid "Language Dropdown" msgstr "" #: ../content/administration-area/languages/translations.rst:22 msgid "To select the working language (By default the language of the User in session is selected)." msgstr "" #: ../content/administration-area/languages/translations.rst:27 msgid "Actions - Languages" msgstr "" #: ../content/administration-area/languages/translations.rst:31 msgid "Add Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:31 msgid "To add a new translation in the system." msgstr "" #: ../content/administration-area/languages/translations.rst:34 msgid "Edit Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:34 msgid "To modify an existing translation." msgstr "" #: ../content/administration-area/languages/translations.rst:37 msgid "Deploy Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:37 msgid "To display the translations in the system." msgstr "" #: ../content/administration-area/languages/translations.rst:42 msgid "Buttons Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:46 msgid "Active Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:46 msgid "Table with all translations displayed." msgstr "" #: ../content/administration-area/languages/translations.rst:51 msgid "Table Active Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:55 msgid "Filter" msgstr "" #: ../content/administration-area/languages/translations.rst:55 msgid "To filter the translation table." msgstr "" #: ../content/administration-area/languages/translations.rst:60 msgid "Filter Active Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:64 msgid "Translation States" msgstr "" #: ../content/administration-area/languages/translations.rst:64 msgid "Possible translation statuses." msgstr "" #: ../content/administration-area/languages/translations.rst:69 msgid "Widget States Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:71 msgid "New translation: New translations pending to be deployed." msgstr "" #: ../content/administration-area/languages/translations.rst:72 msgid "Editing Translation: Edited translations pending deployment." msgstr "" #: ../content/administration-area/languages/translations.rst:73 msgid "Translation Marked for Deletion: Translations marked for deletion pending deployment." msgstr "" #: ../content/administration-area/languages/translations.rst:74 msgid "Deployed Translation: Active translations that have already been deployed." msgstr "" #: ../content/administration-area/languages/translations.rst:79 msgid "Display States Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:83 #: ../content/administration-area/languages/translations.rst:112 msgid "Hint" msgstr "" #: ../content/administration-area/languages/translations.rst:83 msgid "This widget contains a short explanatory text about the module." msgstr "" #: ../content/administration-area/languages/translations.rst:88 msgid "Widget Hint" msgstr "" #: ../content/administration-area/languages/translations.rst:93 msgid "Add translation screen" msgstr "" #: ../content/administration-area/languages/translations.rst:94 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/languages/translations.rst:99 msgid "Overview Add Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:101 msgid "When entering the section to add a new translation, a new screen is displayed with the following elements:" msgstr "" #: ../content/administration-area/languages/translations.rst:104 msgid "Actions" msgstr "" #: ../content/administration-area/languages/translations.rst:104 msgid "This widget contains the \"Go to Overview\" button to return to the main screen of the module." msgstr "" #: ../content/administration-area/languages/translations.rst:109 msgid "Widget actions Add Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:112 msgid "This widget contains a short explanatory text about the section the user is in." msgstr "" #: ../content/administration-area/languages/translations.rst:117 msgid "Widget Hint Add Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:120 msgid "Language" msgstr "" #: ../content/administration-area/languages/translations.rst:120 msgid "Informative label of the language where the translation will be created." msgstr "" #: ../content/administration-area/languages/translations.rst:123 #: ../content/administration-area/processes-automation/process-management.rst:316 msgid "Object" msgstr "" #: ../content/administration-area/languages/translations.rst:123 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/languages/translations.rst:128 msgid "Object field" msgstr "" #: ../content/administration-area/languages/translations.rst:132 #: ../content/administration-area/languages/translations.rst:137 msgid "Dynamic Field List" msgstr "" #: ../content/administration-area/languages/translations.rst:131 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/languages/translations.rst:140 msgid "Content" msgstr "" #: ../content/administration-area/languages/translations.rst:140 msgid "This text field contains the tags to translate." msgstr "" #: ../content/administration-area/languages/translations.rst:145 msgid "Content Field" msgstr "" #: ../content/administration-area/languages/translations.rst:148 msgid "Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:148 msgid "Text field or table depending on the selected option, where the translation is entered." msgstr "" #: ../content/administration-area/languages/translations.rst:153 msgid "Translation Field" msgstr "" #: ../content/administration-area/languages/translations.rst:156 msgid "Button Save and Finish" msgstr "" #: ../content/administration-area/languages/translations.rst:156 msgid "To save the translation and finish." msgstr "" #: ../content/administration-area/languages/translations.rst:159 msgid "Cancel button" msgstr "" #: ../content/administration-area/languages/translations.rst:159 msgid "To cancel the action." msgstr "" #: ../content/administration-area/languages/translations.rst:-1 msgid "Button - Save or Cancel" msgstr "" #: ../content/administration-area/languages/translations.rst:166 msgid "Selectable Options" msgstr "" #: ../content/administration-area/languages/translations.rst:169 msgid "Dynamic Field Contents" msgstr "" #: ../content/administration-area/languages/translations.rst:169 msgid "Displays all existing dynamic fields and a dropdown field with values to translate is chosen" msgstr "" #: ../content/administration-area/languages/translations.rst:174 msgid "Table for translation - Dynamic Field Content" msgstr "" #: ../content/administration-area/languages/translations.rst:177 msgid "Dynamic Field Labels" msgstr "" #: ../content/administration-area/languages/translations.rst:177 msgid "Displays all existing dynamic fields in the system and a field is chosen to translate the label" msgstr "" #: ../content/administration-area/languages/translations.rst:182 msgid "Table for translation - Dynamic Field Labels" msgstr "" #: ../content/administration-area/languages/translations.rst:186 msgid "General Label" msgstr "" #: ../content/administration-area/languages/translations.rst:186 msgid "Allows to translate any existing label in the system." msgstr "" #: ../content/administration-area/languages/translations.rst:191 msgid "Fields for translation - General labes" msgstr "" #: ../content/administration-area/languages/translations.rst:195 #: ../content/administration-area/ticket-settings/priorities.rst:2 msgid "Priorities" msgstr "" #: ../content/administration-area/languages/translations.rst:195 msgid "Allows to translate the existing priorities in the system." msgstr "" #: ../content/administration-area/languages/translations.rst:200 msgid "Fields for translation - Priorities" msgstr "" #: ../content/administration-area/languages/translations.rst:203 #: ../content/administration-area/ticket-settings/queues.rst:2 msgid "Queues" msgstr "" #: ../content/administration-area/languages/translations.rst:203 msgid "Allows to translate all existing queues." msgstr "" #: ../content/administration-area/languages/translations.rst:208 msgid "Fields for translation - Queues" msgstr "" #: ../content/administration-area/languages/translations.rst:212 #: ../content/administration-area/ticket-settings/services.rst:2 msgid "Services" msgstr "" #: ../content/administration-area/languages/translations.rst:212 msgid "Allows translation of all services." msgstr "" #: ../content/administration-area/languages/translations.rst:217 msgid "Fields for translation - Services" msgstr "" #: ../content/administration-area/languages/translations.rst:221 msgid "SLAs" msgstr "" #: ../content/administration-area/languages/translations.rst:221 msgid "Allows translation of all SLAs." msgstr "" #: ../content/administration-area/languages/translations.rst:226 msgid "Fields for translation - SLAs" msgstr "" #: ../content/administration-area/languages/translations.rst:230 #: ../content/administration-area/ticket-settings/templates.rst:2 msgid "Templates" msgstr "" #: ../content/administration-area/languages/translations.rst:230 msgid "Allows you to translate templates." msgstr "" #: ../content/administration-area/languages/translations.rst:235 msgid "Fields for translation - Templates" msgstr "" #: ../content/administration-area/languages/translations.rst:239 msgid "Tickets States" msgstr "" #: ../content/administration-area/languages/translations.rst:239 msgid "Allows translation of ticket statuses." msgstr "" #: ../content/administration-area/languages/translations.rst:244 msgid "Fields for translation - Ticket States" msgstr "" #: ../content/administration-area/languages/translations.rst:249 msgid "Tickets Types" msgstr "" #: ../content/administration-area/languages/translations.rst:249 msgid "Allows translation of ticket types." msgstr "" #: ../content/administration-area/languages/translations.rst:254 msgid "Fields for translation - Ticket Types" msgstr "" #: ../content/administration-area/languages/translations.rst:259 msgid "Edit Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:261 msgid "This section allows you to edit the translations displayed in the module. When entering the section to edit translations a new screen is displayed with the following elements:" msgstr "" #: ../content/administration-area/languages/translations.rst:265 msgid "Translation table with" msgstr "" #: ../content/administration-area/languages/translations.rst:270 msgid "List of translations for editing" msgstr "" #: ../content/administration-area/languages/translations.rst:272 msgid "Filter Content: Translation filtering field." msgstr "" #: ../content/administration-area/languages/translations.rst:273 msgid "Content: content column with all the translated tags in the module." msgstr "" #: ../content/administration-area/languages/translations.rst:274 msgid "Translation: input column with all translations displayed with the possibility to edit and add a new translation." msgstr "" #: ../content/administration-area/languages/translations.rst:279 msgid "Deploy Translation" msgstr "" #: ../content/administration-area/languages/translations.rst:280 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/languages/translations.rst:285 msgid "Table of displayed translations." msgstr "" #: ../content/administration-area/languages/translations.rst:290 msgid "Import/Export Translations" msgstr "" #: ../content/administration-area/languages/translations.rst:292 msgid "This function allows you to import and/or export files with translations using templates for the different languages configured. 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/languages/translations.rst:297 msgid "Add Template" msgstr "" #: ../content/administration-area/languages/translations.rst:297 msgid "When adding a new template, the new \"Translations\" option is displayed in the \"Object\" input." msgstr "" #: ../content/administration-area/languages/translations.rst:300 #: ../content/administration-area/languages/translations.rst:315 msgid "Format" msgstr "" #: ../content/administration-area/languages/translations.rst:300 msgid "Allows you to choose the CSV file format." msgstr "" #: ../content/administration-area/languages/translations.rst:305 msgid "Fields Add template." msgstr "" #: ../content/administration-area/languages/translations.rst:307 msgid "In the second step, the following fields are displayed:" msgstr "" #: ../content/administration-area/languages/translations.rst:312 msgid "Fields Step 2." msgstr "" #: ../content/administration-area/languages/translations.rst:315 msgid "Plain text format is selected." msgstr "" #: ../content/administration-area/languages/translations.rst:321 msgid "Checkbox" msgstr "" #: ../content/administration-area/languages/translations.rst:318 msgid "To indicate whether empty fields keep the current values." msgstr "" #: ../content/administration-area/languages/translations.rst:321 msgid "In the third step the following new fields are displayed:" msgstr "" #: ../content/administration-area/languages/translations.rst:324 msgid "Column Separator" msgstr "" #: ../content/administration-area/languages/translations.rst:324 msgid "Allows you to choose the column separator between Colon (:), Comma(,), Period(.), Semicolon(;), Tabulator (TAB)." msgstr "" #: ../content/administration-area/languages/translations.rst:329 msgid "Field Column separator Step 3." msgstr "" #: ../content/administration-area/languages/translations.rst:333 msgid "Charset" msgstr "" #: ../content/administration-area/languages/translations.rst:333 msgid "The default character encoding is unmodifiable and according to the previously selected language." msgstr "" #: ../content/administration-area/languages/translations.rst:338 msgid "Field Charset Step 3." msgstr "" #: ../content/administration-area/languages/translations.rst:342 msgid "Include Column Headers" msgstr "" #: ../content/administration-area/languages/translations.rst:342 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/languages/translations.rst:347 msgid "Field Include Column Headers Step 3." msgstr "" #: ../content/administration-area/languages/translations.rst:351 msgid "In the fourth step, the order of the file columns is defined:" msgstr "" #: ../content/administration-area/languages/translations.rst:356 msgid "Information mapping table." msgstr "" #: ../content/administration-area/languages/translations.rst:360 msgid "Add Mapping Element" msgstr "" #: ../content/administration-area/languages/translations.rst:359 msgid "To add the sections or columns of the file." msgstr "" #: ../content/administration-area/languages/translations.rst:364 msgid "Key" msgstr "" #: ../content/administration-area/languages/translations.rst:363 msgid "Source string: Text string to be translated. Translation English: Language in which the translation will be done." msgstr "" #: ../content/administration-area/languages/translations.rst:369 msgid "Mapped information." msgstr "" #: ../content/administration-area/languages/translations.rst:373 msgid "In the fifth step you define whether you want to export untranslated strings of specific objects:" msgstr "" #: ../content/administration-area/languages/translations.rst:378 msgid "Search information." msgstr "" #: ../content/administration-area/languages/translations.rst:382 msgid "Restrict export per search" msgstr "" #: ../content/administration-area/languages/translations.rst:382 msgid "allows you to choose whether you want to restrict the export by searching for specific options." msgstr "" #: ../content/administration-area/languages/translations.rst:385 msgid "Export Untranslated strings of" msgstr "" #: ../content/administration-area/languages/translations.rst:385 msgid "allows you to choose the option from which the untranslated strings will be exported." msgstr "" #: ../content/administration-area/languages/translations.rst:390 msgid "Field Export Untraslated." msgstr "" #: ../content/administration-area/languages/translations.rst:395 msgid "Ticket Information (Translation)" msgstr "" #: ../content/administration-area/languages/translations.rst:397 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/languages/translations.rst:400 msgid "Services in English" msgstr "" #: ../content/administration-area/languages/translations.rst:405 msgid "List Services." msgstr "" #: ../content/administration-area/languages/translations.rst:407 msgid "Services translated to Spanish in tree view" msgstr "" #: ../content/administration-area/languages/translations.rst:412 msgid "List Services translated to Spanish." msgstr "" #: ../content/administration-area/languages/translations.rst:415 msgid "Queues in English" msgstr "" #: ../content/administration-area/languages/translations.rst:420 msgid "List Queues." msgstr "" #: ../content/administration-area/languages/translations.rst:422 msgid "Queues translated to Spanish in tree view" msgstr "" #: ../content/administration-area/languages/translations.rst:427 msgid "List Queues translated to Spanish." msgstr "" #: ../content/administration-area/otobo-services.rst:2 msgid "OTOBO Team Services" msgstr "" #: ../content/administration-area/otobo-services.rst:4 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 msgid "Support Data Collector" msgstr "" #: ../content/administration-area/otobo-services.rst:11 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 msgid "Download Support Bundle Screen" msgstr "" #: ../content/administration-area/otobo-services.rst:19 msgid "To generate a support bundle:" msgstr "" #: ../content/administration-area/otobo-services.rst:21 msgid "Click on the *Generate Support Bundle* button in the left sidebar." msgstr "" #: ../content/administration-area/otobo-services.rst:22 msgid "Send the bundle to your admin email address of download it as a `.tar.gz`." msgstr "" #: ../content/administration-area/otobo-services.rst:27 msgid "Download Support Bundle Dialog" msgstr "" #: ../content/administration-area/otobo-services.rst:29 msgid "You may just unpack the bundle and inspect it's content. The bundle contains:" msgstr "" #: ../content/administration-area/otobo-services.rst:32 msgid "All information rendered on this site: ``SupportData.json``." msgstr "" #: ../content/administration-area/otobo-services.rst:33 msgid "A list of all installed packages: ``InstalledPackages.csv``." msgstr "" #: ../content/administration-area/otobo-services.rst:34 msgid "A list of all modified settings: ``ModifiedSettings.csv``." msgstr "" #: ../content/administration-area/otobo-services.rst:35 msgid "A snapshot of all modified files in the system: ``application.tar.gz``." msgstr "" #: ../content/administration-area/otobo-services.rst:38 msgid "Passwords are redacted in the generated bundle." msgstr "" #: ../content/administration-area/otobo-services.rst:42 msgid "Collected Data" msgstr "" #: ../content/administration-area/otobo-services.rst:44 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 msgid "Gray LED is *informational* only." msgstr "" #: ../content/administration-area/otobo-services.rst:48 msgid "Green LED means that the values is within good range." msgstr "" #: ../content/administration-area/otobo-services.rst:49 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 msgid "Red LED means error, you have to do something to solve the issue." msgstr "" #: ../content/administration-area/otobo-services.rst:54 msgid "Cloud Services" msgstr "" #: ../content/administration-area/otobo-services.rst:57 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 msgid "Processes & Automation" msgstr "" #: ../content/administration-area/processes-automation.rst:4 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 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 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 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 msgid "Access Control Lists (ACL)" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:4 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 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 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 msgid "ACL Management Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:22 msgid "Manage Access Control Lists" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:26 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 msgid "ACL restrictions will be ignored for the superuser account (UserID 1)." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:32 msgid "To create a new ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:34 msgid "Click on the *Create New ACL* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:37 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 msgid "Create New ACL Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:44 msgid "To edit an ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:46 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 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 msgid "Deploy all ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:54 msgid "Edit ACL Structure Screen" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:56 msgid "To delete an ACL:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:58 msgid "Click on an ACL in the list of ACLs." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:59 msgid "Set the *Validity* option to *invalid* or *invalid-temporarily*." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:60 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 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 msgid "Click on the *Delete* button in the confirmation screen." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:68 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 msgid "To deploy all ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:73 msgid "Click on the *Deploy ACLs* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:77 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 msgid "To export all ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:82 msgid "Click on the *Export ACLs* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:83 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 msgid "To import ACLs:" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:89 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 msgid "Click on the *Import ACL configuration(s)* button." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:91 msgid "Deploy the imported ACLs with *Deploy ACLs* button." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:95 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:102 #: ../content/administration-area/ticket-settings/services.rst:62 #: ../content/administration-area/ticket-settings/states.rst:114 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 msgid "ACL Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:120 #: ../content/administration-area/processes-automation/web-services.rst:151 msgid "Description" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:120 #: ../content/administration-area/processes-automation/web-services.rst:151 msgid "Like comment, but longer text can be added here." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:124 msgid "Stop after match" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:123 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 msgid "Edit ACL Structure" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:134 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 msgid "Match settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:146 msgid "``Properties``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:144 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 msgid "``PropertiesDatabase``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:149 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 msgid "Change settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:157 msgid "``Possible``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:157 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 msgid "``PossibleAdd``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:160 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 msgid "``PossibleNot``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:164 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 msgid "Modifiers" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:171 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 msgid "``[Not]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:175 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 msgid "``[RegExp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:178 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 msgid "``[regexp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:181 msgid "It is very similar to ``[RegExp]`` but it is case insensitive." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:184 msgid "``[NotRegExp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:184 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 msgid "``[Notregexp]``" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:187 msgid "It is very similar to ``[NotRegExp]`` but it is case insensitive." msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:191 msgid "ACL Examples" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:195 msgid "Move Ticket to Queue Based on Priority" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:197 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 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 msgid "100-Example-ACL - Basic Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:208 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 msgid "100-Example-ACL - Match Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:217 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 msgid "100-Example-ACL - Change Settings" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:227 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 msgid "Move Ticket to Queue Based on Priority Stored in Database" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:233 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 msgid "101-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:243 msgid "Disable Ticket Close in Queue and Hide Close Button" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:245 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 msgid "102-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:257 msgid "Remove State" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:259 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 msgid "103-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:269 msgid "Using Regular Expressions" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:271 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 msgid "104-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:281 msgid "Disallow Process For Customer" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:283 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 msgid "105-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:292 msgid "Disallow Standard Reply Function For Customers in Process" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:294 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 msgid "106-Example-ACL" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:303 msgid "ACL Reference" msgstr "" #: ../content/administration-area/processes-automation/access-control-lists.rst:305 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 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/dynamic-fields.rst:4 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/dynamic-fields.rst:7 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/dynamic-fields.rst:10 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/dynamic-fields.rst:17 msgid "Dynamic Field Management Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:21 msgid "Manage Dynamic Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:23 msgid "To create a new dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:25 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/dynamic-fields.rst:32 msgid "Create New Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:34 msgid "To edit a dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:36 msgid "Click on a dynamic field in the dynamic fields list." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:43 msgid "Edit Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:45 msgid "To delete a dynamic field:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:53 msgid "Delete Dynamic Field Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:57 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/dynamic-fields.rst:61 msgid "Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:68 msgid "General Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:70 msgid "These settings are the same for all types of dynamic fields." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:75 msgid "Dynamic Field General Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:78 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/dynamic-fields.rst:88 msgid "Label \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:83 msgid "This is the name to be shown on the screens where the field is active." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:87 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/dynamic-fields.rst:91 msgid "Field order \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:91 msgid "This is the order in which this field will be shown on the screens where is active." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:99 msgid "Field type" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:98 #: ../content/administration-area/processes-automation/dynamic-fields.rst:102 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/dynamic-fields.rst:108 msgid "Object type" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:107 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/dynamic-fields.rst:110 msgid "The following settings are relevant only for the particular type of dynamic fields." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:114 #: ../content/administration-area/processes-automation/dynamic-fields.rst:121 msgid "Checkbox Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:116 msgid "Checkbox dynamic field is used to store true or false value." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:131 msgid "Default value \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:124 msgid "The default value for the checkbox." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:127 msgid "Checked" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:127 msgid "The checkbox is checked by default." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:131 msgid "Unchecked" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:130 msgid "The checkbox is unchecked by default." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:134 #: ../content/administration-area/processes-automation/dynamic-fields.rst:141 msgid "Contact With Data Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:136 msgid "This dynamic field allows to add contacts with data to tickets." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:145 msgid "Name Field \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:144 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/dynamic-fields.rst:149 msgid "ValidID Field \\*" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:148 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/dynamic-fields.rst:158 msgid "Other Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:152 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/dynamic-fields.rst:158 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/dynamic-fields.rst:161 msgid "Add Fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:161 msgid "Use this button to add more fields to dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:168 msgid "Mandatory fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:164 msgid "Comma separated list of mandatory keys." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:168 msgid "Keys ``Name`` and ``ValidID`` are always mandatory and doesn't have to be listed here." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:172 msgid "Sorted fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:171 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/dynamic-fields.rst:179 msgid "Searchable fields" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:175 msgid "Comma separated list of searchable keys." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:179 msgid "Key ``Name`` is always searchable and doesn't have to be listed here." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:186 #: ../content/administration-area/processes-automation/dynamic-fields.rst:334 #: ../content/administration-area/processes-automation/dynamic-fields.rst:379 msgid "Translatable values" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:182 #: ../content/administration-area/processes-automation/dynamic-fields.rst:330 #: ../content/administration-area/processes-automation/dynamic-fields.rst:374 msgid "If you activate this option the values will be translated to the user defined language." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:186 #: ../content/administration-area/processes-automation/dynamic-fields.rst:334 #: ../content/administration-area/processes-automation/dynamic-fields.rst:378 msgid "You need to add the translations manually into the language translation files." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:188 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/dynamic-fields.rst:195 msgid "Contact With Data Management Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:197 msgid "To add a new contact with data:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:199 msgid "Select a dynamic field from the drop-down list in *Actions* widget of the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:200 msgid "Click on the *Add contact with data* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:207 msgid "Add Contact With Data Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:209 msgid "To edit a contact with data:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:211 msgid "Click on a contact with data in the list of contact with data entries." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:218 msgid "Edit Contact With Data Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:220 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/dynamic-fields.rst:223 msgid "Create a new dynamic field of type contact with data." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:224 msgid "Set the possible contact attributes (possible values)." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:226 msgid "Type *Name* into *Name Field*." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:227 msgid "Type *Validity* into *ValidID Field*." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:228 msgid "Add any other attribute with *Add Fields* button such as ``Telephone`` attribute (key: ``Telephone``, value: *Phone*)." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:230 msgid "Add the list of mandatory attribute keys comma separated (``Name`` and ``ValidID`` are not needed)." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:231 msgid "Set the attribute key order list comma separated as: ``Name,Telephone,ValidID``." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:232 msgid "Add the list of searchable attribute keys comma separated (``Name`` is not needed)." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:233 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/dynamic-fields.rst:234 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/dynamic-fields.rst:236 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/dynamic-fields.rst:238 msgid "Select an existing contact using autocomplete and choosing a contact." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:239 msgid "The assigned contact and its attributes will be shown in the *Ticket Zoom* screen." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:240 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/dynamic-fields.rst:241 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/dynamic-fields.rst:245 #: ../content/administration-area/processes-automation/dynamic-fields.rst:252 msgid "Date Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:247 msgid "Date dynamic field is used to store a date value." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:256 msgid "Default date difference" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:255 msgid "The difference from **now** (in seconds) to calculate the field default value (e.g. 3600 or -60)." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:266 msgid "Define years period" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:259 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/dynamic-fields.rst:263 msgid "Years in the past" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:263 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/dynamic-fields.rst:266 msgid "Years in the future" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:266 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/dynamic-fields.rst:274 #: ../content/administration-area/processes-automation/dynamic-fields.rst:342 #: ../content/administration-area/processes-automation/dynamic-fields.rst:401 msgid "Show link" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:269 #: ../content/administration-area/processes-automation/dynamic-fields.rst:337 #: ../content/administration-area/processes-automation/dynamic-fields.rst:395 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/dynamic-fields.rst:278 #: ../content/administration-area/processes-automation/dynamic-fields.rst:347 #: ../content/administration-area/processes-automation/dynamic-fields.rst:405 msgid "Link for preview" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:277 #: ../content/administration-area/processes-automation/dynamic-fields.rst:345 #: ../content/administration-area/processes-automation/dynamic-fields.rst:404 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/dynamic-fields.rst:288 msgid "Restrict entering of dates" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:281 msgid "Here you can restrict the entering of dates of tickets." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:284 msgid "Prevent entry of dates in the future" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:284 msgid "Selecting this option will prevent entering a date that is after the current date." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:288 msgid "Prevent entry of dates in the past" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:287 msgid "Selecting this option will prevent entering a date that is before the current date." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:291 #: ../content/administration-area/processes-automation/dynamic-fields.rst:298 msgid "Date / Time Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:293 msgid "Date / time dynamic field is used to store a date time value." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:300 msgid "The settings for this type of dynamic field is the same as for date dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:304 #: ../content/administration-area/processes-automation/dynamic-fields.rst:311 msgid "Dropdown Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:306 msgid "Drop-down dynamic field is used to store a single value, from a closed list." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:316 #: ../content/administration-area/processes-automation/dynamic-fields.rst:360 #: ../content/administration-area/processes-automation/process-management.rst:316 msgid "Possible values" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:314 #: ../content/administration-area/processes-automation/dynamic-fields.rst:358 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/dynamic-fields.rst:319 #: ../content/administration-area/processes-automation/dynamic-fields.rst:363 #: ../content/administration-area/processes-automation/dynamic-fields.rst:392 #: ../content/administration-area/processes-automation/dynamic-fields.rst:436 msgid "Default value" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:319 #: ../content/administration-area/processes-automation/dynamic-fields.rst:363 #: ../content/administration-area/processes-automation/dynamic-fields.rst:392 #: ../content/administration-area/processes-automation/dynamic-fields.rst:436 msgid "This is the default value for this field and this will be shown on the edit screens." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:323 #: ../content/administration-area/processes-automation/dynamic-fields.rst:367 msgid "Add empty value" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:322 #: ../content/administration-area/processes-automation/dynamic-fields.rst:366 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/dynamic-fields.rst:327 #: ../content/administration-area/processes-automation/dynamic-fields.rst:371 msgid "Tree View" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:326 #: ../content/administration-area/processes-automation/dynamic-fields.rst:370 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/dynamic-fields.rst:350 #: ../content/administration-area/processes-automation/dynamic-fields.rst:355 msgid "Multiselect Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:382 #: ../content/administration-area/processes-automation/dynamic-fields.rst:389 msgid "Text Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:384 msgid "Text dynamic field is used to store a single line string." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:413 #: ../content/administration-area/processes-automation/dynamic-fields.rst:444 msgid "Check RegEx" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:408 #: ../content/administration-area/processes-automation/dynamic-fields.rst:439 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/dynamic-fields.rst:417 #: ../content/administration-area/processes-automation/dynamic-fields.rst:448 msgid "Add RegEx" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:416 #: ../content/administration-area/processes-automation/dynamic-fields.rst:447 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/dynamic-fields.rst:420 #: ../content/administration-area/processes-automation/dynamic-fields.rst:427 msgid "Textarea Dynamic Field Settings" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:422 msgid "Textarea dynamic field is used to store a multiple line string." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:430 msgid "Number of rows" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:430 msgid "The height (in lines) for this field in the edit mode." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:433 msgid "Number of cols" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:433 msgid "The width (in characters) for this field in the edit mode." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:451 msgid "Database Dynamic Field" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:455 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/dynamic-fields.rst:460 msgid "Web Service Dynamic Field" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:462 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/dynamic-fields.rst:464 msgid "For this purpose, an invoker of type PassThrough can be used." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:466 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/dynamic-fields.rst:468 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/dynamic-fields.rst:484 msgid "This can be accomplished by implementing an XSLT mapping." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:488 msgid "Display Dynamic Fields on Screens" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:490 msgid "To display a dynamic field on a screen:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:492 msgid "Make sure that the dynamic field *Validity* is set to *valid*." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:493 #: ../content/administration-area/processes-automation/dynamic-fields.rst:519 #: ../content/administration-area/processes-automation/dynamic-fields.rst:532 #: ../content/administration-area/processes-automation/dynamic-fields.rst:557 msgid "Open the *System Configuration* module in the admin interface." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:494 msgid "Navigate to *Frontend* → *Agent* → *View* and select a view to add the dynamic field to." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:495 msgid "Find the setting ends with ``###DynamicField`` and click on the *Edit this setting* button." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:496 msgid "Click on the *+* button to add the dynamic field." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:497 msgid "Enter the name of the dynamic field to the text box and click on the tick button." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:498 msgid "Select *1 - Enabled* or *2 - Enabled and required*." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:499 #: ../content/administration-area/processes-automation/dynamic-fields.rst:522 #: ../content/administration-area/processes-automation/dynamic-fields.rst:535 #: ../content/administration-area/processes-automation/dynamic-fields.rst:560 msgid "Click on the tick button on the right to save the setting." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:500 #: ../content/administration-area/processes-automation/dynamic-fields.rst:523 #: ../content/administration-area/processes-automation/dynamic-fields.rst:536 #: ../content/administration-area/processes-automation/dynamic-fields.rst:561 msgid "Deploy the modified system configuration." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:505 msgid "Display Dynamic Fields on Screen" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:509 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/dynamic-fields.rst:514 msgid "Set Default Value via Ticket Event Module" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:516 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/dynamic-fields.rst:520 msgid "Navigate to *Core* → *Event* → *Ticket* and search for the setting ``Ticket::EventModulePost###9600-TicketDynamicFieldDefault``." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:521 #: ../content/administration-area/processes-automation/dynamic-fields.rst:534 #: ../content/administration-area/processes-automation/dynamic-fields.rst:559 msgid "Click on the *Edit this setting* button to activate the setting." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:528 msgid "Activate Ticket Event Module" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:530 msgid "Example: activate *Field1* in ``TicketCreate`` event:" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:533 msgid "Navigate to *Core* → *Ticket* → *DynamicFieldDefault* and search for the setting ``Ticket::TicketDynamicFieldDefault###Element1``." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:541 msgid "Activate Dynamic Field in Ticket Create Event" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:545 msgid "This configuration can be set in any of the 16 ``Ticket::TicketDynamicFieldDefault###Element`` settings." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:549 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/dynamic-fields.rst:553 msgid "Set Default Value via User Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:555 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/dynamic-fields.rst:558 msgid "Navigate to *Frontend* → *Agent* → *View* → *Preferences* and search for the setting ``PreferencesGroups###DynamicField``." msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:566 msgid "Activate Dynamic Field in Personal Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:568 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/dynamic-fields.rst:573 msgid "Dynamic Field in Personal Preferences" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:575 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/dynamic-fields.rst:581 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/dynamic-fields.rst:583 msgid "``PreferencesGroups###101-DynamicField-Field1``" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:584 msgid "``PreferencesGroups###102-DynamicField-Field2``" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:585 msgid "``PreferencesGroups###My-Field1``" msgstr "" #: ../content/administration-area/processes-automation/dynamic-fields.rst:586 msgid "``PreferencesGroups###My-Field2``" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:2 msgid "Generic Agent" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:4 msgid "Processing tickets requires often a workflow. Let's say \"if-then\" activities." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:7 msgid "If specific conditions match like:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:9 msgid "A ticket is from one particular customer." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:10 msgid "A ticket is assigned to an appropriate queue." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:11 msgid "A ticket has a defined priority." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:12 msgid "A ticket contains defined keywords." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:14 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 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 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 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 msgid "Generic Agent Management Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:32 msgid "Manage Generic Agent Jobs" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:34 msgid "To create a new generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:36 msgid "Click on the *Add Job* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:43 msgid "Create New Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:45 msgid "To edit a generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:47 msgid "Click on a generic agent job in the list of generic agent jobs." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:54 msgid "Edit Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:56 msgid "To delete a generic agent job:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:58 msgid "Click on the trash icon in the fourth column of the overview table." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:64 msgid "Delete Generic Agent Job Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:68 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:71 #: ../content/administration-area/ticket-settings/queues.rst:56 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:67 #: ../content/administration-area/ticket-settings/services.rst:67 #: ../content/administration-area/ticket-settings/templates-queues.rst:55 #: ../content/administration-area/ticket-settings/templates.rst:63 #: ../content/administration-area/ticket-settings/types.rst:66 #: ../content/administration-area/users-groups-roles/groups.rst:49 #: ../content/administration-area/users-groups-roles/roles-groups.rst:51 #: ../content/administration-area/users-groups-roles/roles.rst:49 msgid "Import / Export" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:73 msgid "To export one or more generic agent jobs:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:75 msgid "Click on the *Generic Agents Export* button on the left." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:76 msgid "Select the generic agent jobs you want to export." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:77 #: ../content/administration-area/ticket-settings/queues.rst:62 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:73 #: ../content/administration-area/ticket-settings/services.rst:73 #: ../content/administration-area/ticket-settings/templates-queues.rst:61 #: ../content/administration-area/ticket-settings/templates.rst:69 #: ../content/administration-area/ticket-settings/types.rst:72 #: ../content/administration-area/users-groups-roles/groups.rst:55 #: ../content/administration-area/users-groups-roles/roles-groups.rst:57 #: ../content/administration-area/users-groups-roles/roles.rst:55 msgid "Click on the *Export* button." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:82 msgid "Generic Agent Job Export Screen" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:84 msgid "To import a set of generic agent jobs:" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:86 #: ../content/administration-area/ticket-settings/queues.rst:75 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:82 #: ../content/administration-area/ticket-settings/services.rst:82 #: ../content/administration-area/ticket-settings/templates-queues.rst:70 #: ../content/administration-area/ticket-settings/templates.rst:78 #: ../content/administration-area/ticket-settings/types.rst:81 #: ../content/administration-area/users-groups-roles/groups.rst:64 #: ../content/administration-area/users-groups-roles/roles-groups.rst:66 #: ../content/administration-area/users-groups-roles/roles.rst:64 msgid "Select a file using the file picker in the *Import / Export* widget." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:87 #: ../content/administration-area/ticket-settings/queues.rst:76 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:83 #: ../content/administration-area/ticket-settings/services.rst:83 #: ../content/administration-area/ticket-settings/templates-queues.rst:71 #: ../content/administration-area/ticket-settings/templates.rst:79 #: ../content/administration-area/ticket-settings/types.rst:82 #: ../content/administration-area/users-groups-roles/groups.rst:65 #: ../content/administration-area/users-groups-roles/roles-groups.rst:67 #: ../content/administration-area/users-groups-roles/roles.rst:65 msgid "Optionally tick the *Override existing entities* checkbox." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:88 msgid "Click on the *Generic Agents Import* button." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:91 msgid "Generic Agent Job Settings" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:98 msgid "General Job Settings" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:103 msgid "Job Settings - General" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:108 msgid "Job Name \\*" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:111 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:116 msgid "Automatic Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:118 msgid "Fill in this section to set the times for automatic execution of the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:123 msgid "Job Settings - Automatic Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:127 msgid "Schedule minutes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:126 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:131 msgid "Schedule hours" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:130 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:136 msgid "Schedule days" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:134 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:139 msgid "Event Based Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:141 msgid "Fill in this section to set events that trigger the execution of the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:146 msgid "Job Settings - Event Based Execution" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:151 msgid "Event Triggers" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:149 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:154 msgid "Add Event Trigger" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:154 msgid "Select an object and a related event that will trigger the job." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:158 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:162 msgid "Select Tickets" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:164 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:166 #: ../content/administration-area/processes-automation/generic-agent.rst:174 msgid "Fields are self-explained, so there is no additional explanation here." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:170 msgid "Update/Add Ticket Attributes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:172 msgid "Fill in this section to update and/or add ticket attributes." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:178 msgid "Add Note" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:180 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:185 msgid "Job Settings - Add Note" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:189 msgid "Execute Ticket Commands" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:191 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:196 msgid "Job Settings - Execute Ticket Commands" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:199 msgid "Send agent/customer notifications on changes" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:199 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:208 msgid "CMD" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:202 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:208 #: ../content/administration-area/processes-automation/generic-agent.rst:233 msgid "Use ``::`` as directory separator, if the value contains a path." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:216 msgid "Delete tickets" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:211 msgid "If *Yes* is selected, the generic agent job will delete the matched tickets." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:215 msgid "All affected tickets will be removed from the database and cannot be restored!" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:219 msgid "Execute Custom Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:221 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:226 msgid "Job Settings - Execute Custom Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:233 msgid "Module" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:229 msgid "This is the path for the module to be executed." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:236 msgid "Param key" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:236 msgid "Enter the key of the parameter, that should be passed to the module." msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:238 msgid "Param value" msgstr "" #: ../content/administration-area/processes-automation/generic-agent.rst:239 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 msgid "Process Management" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:4 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 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 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 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 msgid "Manage Processes" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:21 msgid "To create a new process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:23 msgid "Click on the *Create New Process* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:26 msgid "Add activities, activity dialogs, transitions and transition actions." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:27 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 msgid "Deploy all processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:33 msgid "Create New Process Screen" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:35 msgid "To edit a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:37 #: ../content/administration-area/processes-automation/process-management.rst:49 msgid "Click on a process in the list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:38 msgid "Modify the fields and the process path." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:42 msgid "To copy a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:44 msgid "Click on the copy icon in the fifth column of list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:45 msgid "Click on the newly created process to edit it." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:47 msgid "To delete a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:50 msgid "Set the *State* option to *Inactive*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:51 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 msgid "Click on the *Delete Inactive Process* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:59 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 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 msgid "Active" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:67 msgid "Processes can be used in new process tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:70 msgid "FadeAway" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:70 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 msgid "Inactive" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:73 msgid "Processes are deactivated and cannot be used for new or existing tickets." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:75 msgid "To deploy all processes:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:77 msgid "Click on the *Deploy All Processes* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:81 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 msgid "To export a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:86 msgid "Click on the export icon in the fourth column of list of processes." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:87 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 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 msgid "To import a process:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:98 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 msgid "Click on the *Import process configuration* button." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:105 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 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 msgid "Transition Reference for \"Fields\" Settings" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:116 #: ../content/administration-area/processes-automation/process-management.rst:316 msgid "Name" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:118 msgid "Name of the ticket attribute that should be used for validation." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:120 msgid "Example:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:122 msgid "If the transition should only be considered ``valid`` when the process ticket status is ``closed``, ``State`` must be used as the name." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:125 msgid "If a Dynamic Field should be used, ``DynamicField_`` must be used." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:128 msgid "To access a field inside a Dynamic Field of type ``Set``, the following syntax can be used:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:135 msgid "In general, all attributes returned by the ``TicketGet`` function can be used." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:140 #: ../content/administration-area/processes-automation/process-management.rst:316 msgid "Type" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:142 msgid "There are several possibilities to validate whether this transition is valid." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:147 msgid "``Exact match - all``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:145 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), all values must exactly match the string specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:152 msgid "``Regular Expression - all``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:150 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), all values must match the regular expression specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:159 msgid "``Exact match``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:155 msgid "``Value`` must exactly match the string." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:157 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), at least one value must exactly match the string specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:166 msgid "``Regular Expression``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:162 msgid "``Value`` must contain a matching regular expression." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:164 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), at least one value must match the regular expression specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:172 msgid "``Exact match - negated``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:169 msgid "``Value`` must not match the string." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:171 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), no value may match the string specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:179 msgid "``Regular Expression - negated``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:175 msgid "``Value`` must contain a non-matching regular expression." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:177 msgid "In an array (for example: Multi-Value DynamicField or DynamicField of type ``Set``), no value may match the regular expression specified in ``Value``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:189 msgid "``Transition validation module``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:182 msgid "``Name`` is currently irrelevant." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:184 msgid "``Value`` must contain the path to the module, usually:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:192 msgid "Value" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:194 msgid "Value must always contain a string or a regular expression used for comparison." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:199 msgid "Example" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:201 msgid "The process ticket should move to the next process step as soon as a status containing ``closed`` in its name is set." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:204 msgid "Therefore, configure:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:206 msgid "``Name`` = ``State``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:207 msgid "``Type`` = ``Regular Expression``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:208 msgid "``Value`` = ``closed``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:210 msgid "or use the long form:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:218 msgid "Direct Submit functionality" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:220 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:228 msgid "Direct Submit Field" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:231 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:234 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:237 msgid "Example process" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:239 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:247 msgid "Process Specification" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:249 msgid "The book order process has four states." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:259 msgid "Recording the demand" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:252 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:264 msgid "Approval by manager" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:262 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:269 msgid "Processing by purchasing department" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:267 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:275 msgid "Processing by the mail room" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:272 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:278 msgid "Introduce The Process Elements" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:280 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:282 msgid "From the analysis of the example process we can identify the following necessary items:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:284 msgid "Possibility to record data, let's call this :term:`activity dialog`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:285 msgid "Check which can react to changed data automatically, let's call this :term:`transition`." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:286 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:287 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:290 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:296 msgid "Create Necessary Resources" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:298 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:301 msgid "Create the following :doc:`../ticket-settings/queues`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:303 msgid "Management" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:304 msgid "Employees" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:305 msgid "Purchasing" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:306 msgid "Post office" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:308 msgid "Create the following :doc:`../users-groups-roles/agents`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:310 msgid "Manager" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:311 msgid "Employee" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:313 msgid "Create the following :doc:`dynamic-fields`:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:316 msgid "Label" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:318 #: ../content/administration-area/processes-automation/process-management.rst:320 #: ../content/administration-area/processes-automation/process-management.rst:322 #: ../content/administration-area/processes-automation/process-management.rst:324 #: ../content/administration-area/processes-automation/process-management.rst:331 #: ../content/administration-area/processes-automation/process-management.rst:333 #: ../content/administration-area/processes-automation/process-management.rst:335 #: ../content/administration-area/processes-automation/process-management.rst:337 #: ../content/glossary.rst:87 msgid "Ticket" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:318 #: ../content/administration-area/processes-automation/process-management.rst:320 #: ../content/administration-area/processes-automation/process-management.rst:322 #: ../content/administration-area/processes-automation/process-management.rst:331 #: ../content/administration-area/processes-automation/process-management.rst:333 msgid "Text" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:318 msgid "``Title``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:320 msgid "``Author``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:320 msgid "Author" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:322 msgid "``ISBN``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:322 msgid "ISBN" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:324 msgid "Dropdown" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:324 msgid "``Status``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:324 msgid "Status" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:324 msgid "Approval" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:325 msgid "Approval denied" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:326 msgid "Approved" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:327 msgid "Order denied" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:328 msgid "Order placed" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:329 msgid "Shipment received" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:331 msgid "``Supplier``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:331 msgid "Supplier" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:333 msgid "``Price``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:333 msgid "Price" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:335 #: ../content/administration-area/processes-automation/process-management.rst:337 msgid "Date" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:335 msgid "``DeliveryDate``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:335 msgid "Delivery date" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:337 msgid "``DateOfReceipt``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:337 msgid "Date of receipt" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:340 msgid "Set the following :doc:`../administration/system-configuration` settings:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:342 msgid "``Ticket::Responsible``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:344 msgid "Enabled" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:346 msgid "``Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:348 msgid "``Book`` → ``Title,Author,ISBN``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:349 msgid "``General`` → ``Status``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:350 msgid "``Order`` → ``Price,Supplier,DeliveryDate``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:351 msgid "``Shipment`` → ``DateOfReceipt``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:353 msgid "``Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField``" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:355 msgid "``Author`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:356 msgid "``DateOfReceipt`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:357 msgid "``DeliveryDate`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:358 msgid "``ISBN`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:359 msgid "``Price`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:360 msgid "``Status`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:361 msgid "``Supplier`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:362 msgid "``Title`` → *1 - Enabled*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:366 msgid "Don't forget to deploy the modified system configuration settings." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:368 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:373 msgid "Book Ordering - Create New Process" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:375 msgid "The new process is created. You can add some process element now." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:380 msgid "Create Activity Dialogs" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:382 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:389 msgid "Book Ordering - Activity Dialogs" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:391 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:397 msgid "Book Ordering - Add Activity Dialog" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:399 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:403 msgid "In this example we will use:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:405 #: ../content/administration-area/processes-automation/process-management.rst:434 #: ../content/administration-area/processes-automation/process-management.rst:440 #: ../content/administration-area/processes-automation/process-management.rst:449 msgid "``Article`` field for comments." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:406 #: ../content/administration-area/processes-automation/process-management.rst:435 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:407 #: ../content/administration-area/processes-automation/process-management.rst:436 msgid "``DynamicField_Status`` with the possibility to choose *Approval*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:409 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:413 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:418 msgid "Book Ordering - Add Activity Dialog Fields" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:420 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:426 msgid "Book Ordering - Edit Activity Dialog Fields" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:428 #: ../content/administration-area/processes-automation/process-management.rst:483 #: ../content/administration-area/processes-automation/process-management.rst:539 #: ../content/administration-area/processes-automation/process-management.rst:647 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:430 msgid "Create the following activity dialogs with fields:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:432 #: ../content/administration-area/processes-automation/process-management.rst:651 #: ../content/administration-area/processes-automation/process-management.rst:733 msgid "*Recording the demand* (already created before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:438 #: ../content/administration-area/processes-automation/process-management.rst:491 msgid "*Approval denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:441 msgid "``DynamicField_Status`` with the possibility to choose *Approval denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:443 #: ../content/administration-area/processes-automation/process-management.rst:495 msgid "*Approved*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:445 msgid "``DynamicField_Status`` with the possibility to choose *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:447 #: ../content/administration-area/processes-automation/process-management.rst:499 msgid "*Order denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:450 msgid "``DynamicField_Status`` with the possibility to choose *Order denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:452 #: ../content/administration-area/processes-automation/process-management.rst:503 msgid "*Order placed*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:454 msgid "``DynamicField_Supplier``, ``DynamicField_Price``, ``DynamicField_DeliveryDate`` fields for purchasing." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:455 msgid "``DynamicField_Status`` with the possibility to choose *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:457 #: ../content/administration-area/processes-automation/process-management.rst:507 msgid "*Shipment received*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:459 msgid "``DynamicField_DateOfReceipt`` for the mail room." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:460 msgid "``DynamicField_Status`` with the possibility to choose *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:464 msgid "Create Transitions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:466 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:473 msgid "Book Ordering - Transitions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:475 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:481 msgid "Book Ordering - Add Transition" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:485 msgid "Create the following transitions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:487 msgid "*Approval* (already created before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:489 msgid "Check if the ``DynamicField_Status`` is set to *Approval*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:493 msgid "Check if the ``DynamicField_Status`` field is set to *Approval denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:497 msgid "Check if the ``DynamicField_Status`` field is set to *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:501 msgid "Check if the ``DynamicField_Status`` field is set to *Order denied*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:505 msgid "Check if the ``DynamicField_Status`` field is set to *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:509 msgid "Check if the ``DynamicField_Status`` field is set to *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:513 msgid "Create Transition Actions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:515 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:522 msgid "Book Ordering - Transition Actions" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:524 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:530 msgid "Book Ordering - Add Transition Action" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:532 msgid "Click on the *Configure* button and add the needed configuration parameter keys and values." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:537 msgid "Book Ordering - Transition Action Parameters" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:543 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:547 msgid "`DynamicFieldSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:548 msgid "`TicketArticleCreate `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:549 msgid "`TicketCreate `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:550 msgid "`TicketCustomerSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:551 msgid "`TicketLockSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:552 msgid "`TicketOwnerSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:553 msgid "`TicketQueueSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:554 msgid "`TicketResponsibleSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:555 msgid "`TicketServiceSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:556 msgid "`TicketSLASet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:557 msgid "`TicketStateSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:558 msgid "`TicketTitleSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:559 msgid "`TicketTypeSet `_" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:561 msgid "All transition action modules are located in the legacy named ``Kernel/System/ProcessManagement/TransitionAction``." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:563 msgid "Create the following transition actions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:565 msgid "*Move the process ticket into the \"Management\" queue* (already created before)" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:567 #: ../content/administration-area/processes-automation/process-management.rst:571 msgid "To be executed when the transition *Approval* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:569 #: ../content/administration-area/processes-automation/process-management.rst:746 msgid "*Change ticket responsible to \"Manager\"*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:573 #: ../content/administration-area/processes-automation/process-management.rst:763 #: ../content/administration-area/processes-automation/process-management.rst:793 #: ../content/administration-area/processes-automation/process-management.rst:821 msgid "*Move process ticket into the \"Employees\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:575 #: ../content/administration-area/processes-automation/process-management.rst:583 #: ../content/administration-area/processes-automation/process-management.rst:603 msgid "To be executed when:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:577 #: ../content/administration-area/processes-automation/process-management.rst:585 #: ../content/administration-area/processes-automation/process-management.rst:605 msgid "The transition *Approval denied* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:578 #: ../content/administration-area/processes-automation/process-management.rst:586 #: ../content/administration-area/processes-automation/process-management.rst:606 msgid "The transition *Order denied* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:579 #: ../content/administration-area/processes-automation/process-management.rst:587 msgid "The transition *Shipment received* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:581 #: ../content/administration-area/processes-automation/process-management.rst:764 #: ../content/administration-area/processes-automation/process-management.rst:794 #: ../content/administration-area/processes-automation/process-management.rst:822 msgid "*Change ticket responsible to \"Employee\"*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:589 #: ../content/administration-area/processes-automation/process-management.rst:777 msgid "*Move process ticket into the \"Purchasing\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:591 msgid "To be executed when the transition *Approved* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:593 #: ../content/administration-area/processes-automation/process-management.rst:807 msgid "*Move process ticket into the \"Post office\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:595 msgid "To be executed when the transition *Order placed* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:597 #: ../content/administration-area/processes-automation/process-management.rst:823 msgid "*Close ticket successfully*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:599 msgid "To be executed when the transition *Shipment received* applied." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:601 #: ../content/administration-area/processes-automation/process-management.rst:765 #: ../content/administration-area/processes-automation/process-management.rst:795 msgid "*Close ticket unsuccessfully*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:608 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:613 msgid "Create Activities" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:615 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:622 msgid "Book Ordering - Activities" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:624 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:629 msgid "Book Ordering - Add Activity" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:631 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:637 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:639 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:645 msgid "Book Ordering - Assign Activity Dialog" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:649 msgid "Create the following activities:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:653 msgid "Assign the activity dialog *Recording the demand*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:655 #: ../content/administration-area/processes-automation/process-management.rst:751 msgid "*Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:657 msgid "Assign the activity dialogs *Approval denied* and *Approved*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:659 #: ../content/administration-area/processes-automation/process-management.rst:781 msgid "*Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:661 msgid "Assign the activity dialogs *Order denied* and *Order placed*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:663 #: ../content/administration-area/processes-automation/process-management.rst:809 msgid "*Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:665 msgid "Assign the activity dialog *Shipment received*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:667 msgid "*Process complete*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:669 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:672 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:677 msgid "Create Process Path" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:679 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:683 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:687 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:690 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:697 msgid "Book Ordering - First Activity On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:699 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:707 msgid "Book Ordering - Second Activity On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:709 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:718 msgid "Book Ordering - First Transition On Canvas" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:720 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:726 msgid "Book Ordering - Assign First Transition Action" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:728 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:731 msgid "Complete the process path by adding the following activities, transitions and transition actions:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:735 msgid "Possible transition: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:737 msgid "Starting activity: *Recording the demand*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:739 msgid "Next activity: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:741 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:743 #: ../content/administration-area/processes-automation/process-management.rst:761 #: ../content/administration-area/processes-automation/process-management.rst:775 #: ../content/administration-area/processes-automation/process-management.rst:791 #: ../content/administration-area/processes-automation/process-management.rst:805 #: ../content/administration-area/processes-automation/process-management.rst:819 msgid "Additionally, the following transition actions are executed:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:745 msgid "*Move the process ticket into the \"Management\" queue*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:748 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:753 msgid "Possible transition: *Approval denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:755 #: ../content/administration-area/processes-automation/process-management.rst:769 msgid "Starting activity: *Approval*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:757 #: ../content/administration-area/processes-automation/process-management.rst:787 #: ../content/administration-area/processes-automation/process-management.rst:815 msgid "Next activity: *Process complete*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:759 #: ../content/administration-area/processes-automation/process-management.rst:789 #: ../content/administration-area/processes-automation/process-management.rst:817 msgid "If this matches, the process ticket will move to activity *Process complete*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:767 msgid "Possible transition: *Approved*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:771 msgid "Next activity: *Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:773 msgid "If this matches, the process ticket will move to activity *Order*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:779 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:783 msgid "Possible transition: *Order denied*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:785 #: ../content/administration-area/processes-automation/process-management.rst:799 msgid "Starting activity: *Order*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:797 msgid "Possible transition: *Order placed*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:801 msgid "Next activity: *Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:803 msgid "If this matches, the process ticket will move to activity *Incoming*." msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:811 msgid "Possible transition: *Shipment received*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:813 msgid "Starting activity: *Incoming*" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:825 msgid "The complete process path for the book ordering process will then look like this:" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:830 msgid "Book Ordering - Process Complete" msgstr "" #: ../content/administration-area/processes-automation/process-management.rst:832 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:834 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:839 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 msgid "Ticket Masks" msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:4 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 msgid "An example configuration would be:" msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:31 msgid "The basic structure of the yaml is an array of hashes." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:33 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 msgid "Valid keys extending ``DF`` are outside of a grid ``Mandatory``, ``Readonly`` and ``Label``." msgstr "" #: ../content/administration-area/processes-automation/ticket-masks.rst:37 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 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 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 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 msgid "Web Services" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:4 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 msgid "CRM systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:7 msgid "Project management systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:8 msgid "Documentation management systems" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:9 msgid "and many more" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:11 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 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:17 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:21 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:25 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:31 msgid "Web Service Management Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:33 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:41 msgid "On this page" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:44 msgid "Manage Web Services" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:46 msgid "To create a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:48 #: ../content/administration-area/processes-automation/web-services.rst:122 msgid "Click on the *Add Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:49 msgid "Fill-in the required fields." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:55 msgid "Create New Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:57 msgid "To edit a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:59 #: ../content/administration-area/processes-automation/web-services.rst:70 #: ../content/administration-area/processes-automation/web-services.rst:81 #: ../content/administration-area/processes-automation/web-services.rst:92 #: ../content/administration-area/processes-automation/web-services.rst:102 #: ../content/administration-area/processes-automation/web-services.rst:112 msgid "Click on a web service in the list of web services." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:66 msgid "Edit Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:68 msgid "To delete a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:71 msgid "Click on the *Delete Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:72 msgid "Click on the *Delete* button in the confirmation dialog." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:77 msgid "Delete Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:79 msgid "To clone a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:82 msgid "Click on the *Clone Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:83 msgid "Enter a new name for the web service." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:88 msgid "Clone Web Service Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:90 msgid "To export a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:93 msgid "Click on the *Export Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:94 msgid "Choose a location in your computer to save the ``Export_ACL.yml`` file to." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:98 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:100 msgid "To see the configuration history of a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:103 msgid "Click on the *Configuration History* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:108 msgid "Web Service Configuration History Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:110 msgid "To use the debugger for a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:113 msgid "Click on the *Debugger* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:118 msgid "Web Service Debugger Screen" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:120 msgid "To import a web service:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:123 msgid "Click on the *Import Web Service* button in the left sidebar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:124 msgid "Click on the *Browse…* button in the dialog." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:126 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:127 msgid "Click on the *Import* button." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:131 msgid "Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:138 msgid "General Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:143 msgid "Web Service Settings - General" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:155 msgid "Remote system" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:154 msgid "The name of the remote system this web service is communicating with. This field is optional and can be used for better organization of web services." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:166 msgid "Debug threshold" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:158 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:161 msgid "Debug threshold levels (from lower to upper):" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:163 msgid "Debug" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:164 msgid "Info" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:165 msgid "Notice" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:166 msgid "Error" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:169 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:175 msgid "Provider Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:179 msgid "To access the otobo webservice, please use the following URL:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:188 msgid "Web Service Settings - OTOBO as Provider" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:197 #: ../content/administration-area/processes-automation/web-services.rst:310 msgid "Network transport" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:191 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:196 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:201 #: ../content/administration-area/processes-automation/web-services.rst:314 msgid "Configuration" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:200 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:211 msgid "Add Operation" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:204 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:210 msgid "Web Service Settings - OTOBO as Provider - Operation" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:214 msgid "OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:216 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:219 msgid "Web Service Settings - OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:221 msgid "You should now be able to select an operation." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:225 msgid "Operations" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:227 msgid "There are different Ticket Operations which all serve a specific job:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:229 msgid "`Ticket::TicketCreate`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:230 msgid "`Ticket::TicketGet`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:231 msgid "`Ticket::TicketSearch`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:232 msgid "`Ticket::TicketUpdate`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:233 msgid "`Ticket::TicketHistoryGet`" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:235 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:239 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:242 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:245 msgid "Click \"Save and finish\"." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:247 msgid "Now you can send a request to the endpoint." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:249 msgid "Here is an example using curl:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:275 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:284 msgid "A full list of all attributes needed for operations can be found here:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:278 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:279 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:280 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:281 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:282 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:287 msgid "OTOBO as Provider - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:292 msgid "Web Service Settings - OTOBO as Provider - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:296 msgid "Requester Web Service Settings" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:301 msgid "Web Service Settings - OTOBO as Requester" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:304 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:309 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:313 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:324 msgid "Add error handling module" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:317 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:323 msgid "Web Service Settings - OTOBO as Provider - Error Handling Module" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:327 msgid "OTOBO as Requester - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:332 msgid "Web Service Settings - OTOBO as Requester - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:336 msgid "OTOBO as Requester - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:341 msgid "Web Service Settings - OTOBO as Requester - HTTP\\:\\:SOAP" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:349 msgid "OIDC-based OAuth2 Authentication" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:351 msgid "Your system administrator should configure one (or more) OAuth2 Application(s) with their relevant OIDC provider and give you the following configuration details:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:353 msgid "the well-known provider metadata discovery url as described in the `openid spec `__ Example: '\\https://keycloak:8443/realms/master/.well-known/openid-configuration'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:354 msgid "``client_id`` and ``client_secret`` parameters for your OAuth2 Application" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:355 msgid "the ``UID`` identifier of an OAuth2 JWT token claim that can be mapped to an OTOBO UserLogin identifier. Usual values include 'sub', 'email', or 'uid'. Use 'sub' if in doubt." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:358 msgid "If your planning to use functional accounts (aka System Users) to authorize outgoing API calls triggered by OTOBO:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:360 msgid "the ``grant_type`` which will be one of: 'client_credentials' or 'password' or 'authorization_code'. if grant_type is 'password', you will also get username/password credentials" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:362 msgid "optionally, a set of ``scope`` parameters to use. When using OIDC this likely will include 'openid'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:364 msgid "optionally, a set of ``resource`` ids to use." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:366 msgid "**Important**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:368 msgid "If you are using the 'authorization_code' flow, which will redirect your browser to the Provider login page to authenticate, the OIDC Provider will redirect you back to your OTOBO instance when the authentication was successful. For this to work the 'redirect_uri' that points back to you OTOBO instance must be an allowed redirect_uri configured for your OAuth2 OIDC application. The generated URL will be ``http(s)://your-otobo.fqdn/otobo/index.pl?Action=AdminOAuthTokenStore&Subaction=OAuth'``." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:374 msgid "Note this is in addition to the Login redirect_uri which usually is ``http(s)://your-otobo.fqdn/otobo/index.pl?Action=Login'``." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:377 msgid "Some Provider allow simple wildcards in the redirect_uri setting, like ``http(s)://your-otobo.fqdn/otobo/index.pl*`` - Please consult your OIDC Provider documentation for details." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:382 msgid "OTOBO as Provider" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:384 msgid "For incoming OAuth2 API calls, OTOBO has to authenticate the incoming OAuth2 Tokens and map them to an OTOBO user. For API calls this works using the same Authentication Modules ('AuthModule' in Config.pm) as used for Login via OpenID Connect. If you already using OTOBO for OIDC based login, you should already have a valid OIDC configuration like from the example above and **you are all set**." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:388 msgid "Otherwise, in case you are not using OIDC for Login, but still want to use OIDC for API calls, or if you want to use a OIDC provider for API calls different from your default OIDC configuration used for login, add an additional AuthModule for OIDC." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:390 msgid "Refer to the examples for configuring OIDC that come with your OTOBO installation. The examples are in ``Kernel/Config/Defaults.pm`` line 518ff, and this needs to be configured in ``Config.pm``:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:459 msgid "Provider Restrictions" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:461 msgid "Every valid Token needs to be mapped to a system user. If an API system user does not exist for an incoming webservice call, it will be created provided the Token passes validation and any further restrictions." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:464 msgid "To add restrictions which valid tokens are accepted for incoming webservice calls, restrict by these fields in ``Config.pm``:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:468 msgid "``UserLogin``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:467 msgid "Only accept tokens of this particular login. This must match the UserLogin value in the OTOBO System (UserLogin attribute of the User entity)." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:471 msgid "``Scope``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:471 msgid "A space separated list listing token's 'scope' claims that must be present in incoming tokens to be allowed" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:474 msgid "``Audience``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:474 msgid "A space separated list listing token's 'aud' claims that must be present in incoming tokens to be allowed" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:477 msgid "``AuthorizedParty``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:477 msgid "Simple identifier that must match the token's 'azp' claim to be allowed" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:479 msgid "Usually, you would either restrict to a specific user login, or to a combination of the other values, depending on your needs." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:481 msgid "Example for ``Config.pm``:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:495 msgid "Provider Example" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:497 msgid "With above configuration for Providers in place, follow these steps to set up a *Test Provider Webservice* in OTOBO:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:499 #: ../content/administration-area/processes-automation/web-services.rst:674 msgid "Navigate to **Webservices** in Admin UI" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:500 #: ../content/administration-area/processes-automation/web-services.rst:675 msgid "Select **Add New Webservice** and give it Name and Description of 'Test'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:501 msgid "Under **OTOBO as Provider**, select '\\HTTP::REST' as Transport" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:502 #: ../content/administration-area/processes-automation/web-services.rst:677 #: ../content/administration-area/processes-automation/web-services.rst:681 msgid "Click **Save**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:503 msgid "Add an operation and choose 'Ticket::TicketGet'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:504 msgid "Set Name and Description fields to 'TicketGet'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:505 #: ../content/administration-area/processes-automation/web-services.rst:680 msgid "Choose 'Simple' for both mapping types" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:506 #: ../content/administration-area/processes-automation/web-services.rst:510 #: ../content/administration-area/processes-automation/web-services.rst:683 #: ../content/administration-area/processes-automation/web-services.rst:690 msgid "Click **Save and Finish**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:507 msgid "Click again on the previous button to configure *Network Transport: HTTP::REST*" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:508 msgid "Enter '/GetTicket/:TicketID' for the route mapping" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:509 msgid "Select 'GET' as the single valid request method" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:512 msgid "At this point OTOBO should be set up to accept incoming calls with OAuth2 tokens for the ``/GetTicket/:TikcetID`` endpoint." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:514 msgid "First get a token from your provider. How that works in practice depends on your OIDC provider and your remote setup, but for testing a ``curl`` call with client_credentials grant type might look similar to this example (Keycloak):" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:531 #: ../content/administration-area/processes-automation/web-services.rst:562 msgid "outputs:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:547 msgid "You should receive at least an ``access_token``, whether you also get ``refresh_token`` and ``id_token`` depends on your provider settings. In most cases you would use the ``access_token`` to make webservice calls, but in some environments also passing id tokens can make sense." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:550 msgid "Now that we have a token, invoke the *GetTicket* API endpoint we configured above. Note we pass ``1`` as the TicketID, which is usually present on all OTOBO system-administrator as it is the 'Welcome to OTOBO' test email. You can pass any TicketID that exists in your system, of course." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:612 msgid "OTOBO as Invoker" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:614 msgid "Whereas OTOBO as Provider only has to validate incoming OAuth2 tokens, in order to make outgoing calls as Invoker OTOBO needs to obtain and manage OAuth2 tokens for one or more functional accounts. Functional accounts for Invokers and their tokens can be managed via the dedicated Admin UI module **OAuth Functional Accounts**. Unlike Providers for incoming calls, which use the OIDC Profile configured for authentication, the outgoing (Invoker) Webservices require a dedicated OIDC Profile setup, which can be done in another dedicated Admin UI module named **OIDC Profile Management**. First, configure an OIDC Provider Profile:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:621 msgid "In the **Admin UI**, navigate to **OIDC Profile Management**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:-1 msgid "Profiles Overview" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:626 msgid "To create a new Profile, choose **Add** from the left navigation bar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:-1 msgid "Add Profile" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:631 msgid "If you are already using OIDC for Login, some values will be pre-populated. You have to provide a valid, unique Profile name and also provide the OAuth2 application client_secret value, which is not pre-populated for security reasons. Usually you can keep all the defaults, especially for the optional SSL and Misc. settings." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:637 msgid "Now that we have an OIDC Provider Profile, we can set up a Functional Account. There can be more than one Functional Account per Profile." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:640 msgid "In the **Admin UI**, navigate to **OAuth Functional Accounts**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:-1 msgid "Functional Account Overview" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:646 msgid "To create a new Account, choose **Add** from the left navigation bar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:-1 msgid "Functional Account Details" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:651 msgid "Here you give your account a Name and choose one of the OIDC Provider profiles configured earlier. Choose the ``GrantType`` as instructed by your system administrator, and provide the ``Scope`` parameter as required. ``Scope`` will often contain ``openid`` and ``offline_access``, other common values are ``email`` and ``profile``." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:655 msgid "In the **Advanced** section you can configure additional details, if needed:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:658 msgid "``Resources``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:658 msgid "A space-separated list of resource ids to request access for, not used in all OIDC environments." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:661 msgid "``ResourceParamName``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:661 msgid "Usually 'resource', but can be overridden here" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:664 msgid "``TokenType``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:664 msgid "Usually 'access_token', but in some environments 'id_token' may be used" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:666 msgid "Only change advanced settings if instructed by your system administrator." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:670 msgid "Invoker Example" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:672 msgid "Assuming you have configured at least one functional account for Invokers as per above paragraph, we can now configure a *Test Invoker Webservice*." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:676 msgid "Under **Ootobo as Requester**, select ''\\HTTP::REST' as Transport" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:678 msgid "Under **Invokers**, select the 'Generic::Passthrough' option from the dropdown" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:679 msgid "Set Name and Description fields to 'Passthrough'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:682 msgid "Under **Add Event Trigger**, choose 'Ticket' and 'ArticleEdit', remove the checkbox labeled 'Asynchronous' and click the circled plus sign **(+)**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:684 msgid "Click the button to configure **Network Transport: HTTP::REST**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:685 msgid "Enter the FQDN of the remote system to call, eg '\\http://echoservice.mycompany.net', without trailing slash, under **Endpoint**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:686 msgid "From the **Authentication** dropdown choose 'OAuth'" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:687 msgid "Select one of the functional accounts to use from the **OAuth2 Functional Account** dropdown" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:688 msgid "Provide the HTTP path for the endpoint to call, eg '/rest/api/endpoint' under **Controller Mapping**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:689 msgid "Select 'POST' as value for **valid request commands**" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:692 msgid "At this point, OTOBO should try to make an outgoing HTTP API call every time an article in a ticket gets updated, and automatically attach an OAuth2 Bearer Token to the request in the Authorization HTTP header." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:694 msgid "To try it out:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:696 msgid "Select a ticket" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:697 msgid "Add a note" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:698 msgid "Modify the body of the note" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:700 msgid "Everytime you modify the note, your API endpoint at ``http://echoservice.mycompany.net/rest/api/endpoint`` now should receive a POST request with the article data as JSON payload in the post body." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:-1 msgid "Invoker Webservice Config" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:707 msgid "Debugging Webservice Calls" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:709 msgid "Please note that Webservice calls using OAuth2 tokens can be debugged as usual using the built in OTOBO webservice Debugger. To open the debugger for a specific webservice, navigate to **WebServices** in the Admin UI, choose the desired webservice, and click on **Debugger** in the lefthand navigation bar." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:714 msgid "Cronjob for updating refresh_tokens" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:716 msgid "The Cron job that keeps OAuth2 tokens up to date by making regular use of refresh_tokens ca be configured in the **System Settings** under the key ``Daemon::SchedulerCronTaskManager::Task###TokenStoreUpdater``. By default the cronjob executes once very 60 minutes. In case your refresh_tokens expire sooner than 60 minutes, you'll need to adapt." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:720 msgid "The only parameters to tune are the Cron Schedule expression itself, and the ``Interval`` parameter. The cron expression can be any valid cron expression, examples include:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:723 msgid "``0 * * * *`` - runs once per hour, at minute 0" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:724 msgid "``0 0 * * *`` - runs once per day, at midnight" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:725 msgid "``*/10 * * * *`` - runs every 10 minutes" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:727 msgid "See https://en.wikipedia.org/wiki/Cron for further details on crontab format." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:729 msgid "For the ``Interval`` parameter set it to the time period between two scheduled task runs, in seconds. Running the cronjob once per hour gives you 60 \\* 60 = 3600 seconds between each run, and thus the ``Interval`` parameter should be set to ``3600``." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:737 msgid "Advanced User Import" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:739 msgid "In case of problems with the automated User import for incoming webservice calls (Provider), there is a console command to manually import a specific User into the system. This console command can also be used for debugging OIDC/OAuth2 problems:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:749 msgid "The command comes with a ``--dry-run`` option that will only simulate the import, it will do the actual handshake with the OIDC provider, but it will not actually import the user." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:754 msgid "XSLT-Mapping" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:756 msgid "XSLT stands for \"Extensible Stylesheet Language Transformations\" and is a language for transforming XML documents into other formats, such as XML, JSON, or plain text like CSV. It can be used in OTOBO to transform incoming or outgoing data structures to match the expected format of the provider or requester. Find the reference here: https://www.w3.org/TR/xslt Aside from the official W3C specification, there are a few specifics when it comes to OTOBO. This chapter will cover the basics of XSLT mapping for OTOBO, and then go into some of the specifics and extensions that are available in OTOBO." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:764 msgid "XSLT-Mapping for OTOBO as Provider - HTTP\\:\\:REST" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:766 msgid "If OTOBO is used as provider, incoming data often needs to be transformed into a format that OTOBO is able to process. In this example, we will use the ``TicketUpdate`` operation and pass JSON-formatted data. We will use XSLT to transform the incoming data into a format suitable for the ``TicketUpdate`` operation." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:770 msgid "Given a Dynamic Field of type ``Ticket->Text`` and name \"RemoteTicketID\", assume the following incoming data:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:776 msgid "The data is send via ``POST`` to an ``TicketUpdate`` operation which is mapped to ``https://yourfqdn/otobo/nph-genericinterface.pl/Webservice/Test/TicketUpdate/:TicketID`` and you call it like this to update the Ticket with ID ``1``:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:788 msgid "We can save the data in the Dynamic Field using XSLT mapping as follows:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:806 msgid "Here, TicketID, UserLogin and Password are just copied over, but the incidentID value gets transformed into a structure OTOBO is able to process." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:810 msgid "Extended Type Hints for XSLT Mapping" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:812 msgid "Extended XSLT mapping can be enabled on the XSLT Mapping Editor page. If enabled, the resulting JSON type can be forced by specifying an ``otoboXslType`` XML attribute. Possible values for that attribute are ``int``, ``bool``, ``float``, and ``array``." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:816 msgid "Assume an OTOBO Webservice requester that is triggered by an ``ArticleEdit`` event (synchronously), using the ``Generic::Passthru`` Invoker, and a custom outgoing XSLT mapping as follows:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:832 msgid "This example considers three data points: 'TicketID', 'ArticleID', and 'Event'. Note the type hint attributes named ``otoboXsltType`` that have been added." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:837 msgid "``bool``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:836 msgid "Force the value to be represented as boolean values in the resulting JSON. The empty string, the number ``0``, the string ``Zero`` , and the string \"false\" (case-insensitive) will be treated as ``false``, all other values will be transformed to ``true``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:844 msgid "``int``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:840 msgid "Change type of value put into JSON from String to Integer. It uses the Perl ``int()`` function, the usual caveats apply. The function consumes characters left to right and stops consuming at the first non-numeric character, so \"42\" and \"42abc\" will both be transformed to the integer 42, while \"abc42\" will be transformed to 0. However, E notation is fully supported, so \"1e3\" will be transformed to 1000, and \"-300e-2\" will be transformed to -3. The empty string will be transformed to 0." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:849 msgid "``float``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:847 msgid "Change type of value put into JSON from String to Float. It accepts ``.`` as the decimal character and cuts at ``,``. E notation is fully supported, so \"1e-3\" will be transformed to 0.001." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:856 msgid "``array``" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:852 msgid "Force the element to be represented as a JSON array, even if it only contains 1 element. ``array`` may be combined with the other type values, to force both array and a specific type representation (refer to examples below). Note, that an element occurring more than once in the document will already be represented as an array in JSON. Specifying ``array`` on that element hat no effect." msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:858 msgid "This illustrative but artificial example demonstrates the mapping with ``otoboXslType``:" msgstr "" #: ../content/administration-area/processes-automation/web-services.rst:882 msgid "This results in the following JSON:" msgstr "" #: ../content/administration-area/ticket-settings.rst:2 msgid "Ticket Settings" msgstr "" #: ../content/administration-area/ticket-settings.rst:4 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 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 msgid "Ticket Zoom Screen" msgstr "" #: ../content/administration-area/ticket-settings.rst:23 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:123 msgid "Attachments" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:4 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 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 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 msgid "Attachment Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:20 msgid "Manage Attachments" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:22 msgid "To add an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:24 msgid "Click on the *Add Attachment* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:31 msgid "Add Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:33 msgid "To edit an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:35 msgid "Click on an attachment in the list of attachments." msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:42 msgid "Edit Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:44 msgid "To delete an attachment:" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:52 msgid "Delete Attachment Screen" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:56 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 msgid "Attachment Settings" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:73 msgid "Attachment \\*" msgstr "" #: ../content/administration-area/ticket-settings/attachments.rst:71 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 msgid "Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:4 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 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 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 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 msgid "Auto Response Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:22 msgid "Manage Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:26 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 msgid "To add an automatic response:" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:31 msgid "Click on the *Add Auto Response* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:38 msgid "Add Auto Response Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:42 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 msgid "To edit an automatic response:" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:47 msgid "Click on an automatic response in the list of automatic responses." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:54 msgid "Edit Auto Response Screen" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:58 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 msgid "Auto Response Settings" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:73 msgid "The subject of the email sent to the users." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:76 msgid "Response" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:76 msgid "The body of the email sent to the users." msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:79 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 msgid "auto follow up" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:84 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 msgid "auto reject" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:90 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 msgid "auto remove" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:93 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 msgid "auto reply" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:96 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 msgid "auto reply/new ticket" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:101 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 msgid "Auto response from \\*" msgstr "" #: ../content/administration-area/ticket-settings/auto-responses.rst:105 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 msgid "Auto Response Variables" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:4 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 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 msgid "Blue: very low" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:12 msgid "Green: low" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:13 msgid "Grey: normal" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:14 msgid "Pink: high" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:15 msgid "Red: very high" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:17 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 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 msgid "Priority Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:32 msgid "Manage Priorities" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:36 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 msgid "To add a priority:" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:40 msgid "Click on the *Add Priority* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:47 msgid "Add Priority Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:51 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 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 msgid "To edit a priority:" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:60 msgid "Click on a priority in the list of priorities." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:67 msgid "Edit Priority Screen" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:71 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 msgid "Priority Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:78 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:91 #: ../content/administration-area/ticket-settings/states.rst:103 msgid "Save and update automatically" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:81 #: ../content/administration-area/ticket-settings/queues.rst:91 #: ../content/administration-area/ticket-settings/states.rst:103 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:95 #: ../content/administration-area/ticket-settings/states.rst:107 msgid "Don't save, update manually" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:84 #: ../content/administration-area/ticket-settings/queues.rst:94 #: ../content/administration-area/ticket-settings/states.rst:106 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:98 #: ../content/administration-area/ticket-settings/states.rst:110 msgid "Cancel" msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:88 #: ../content/administration-area/ticket-settings/queues.rst:98 #: ../content/administration-area/ticket-settings/states.rst:110 msgid "Cancel the action." msgstr "" #: ../content/administration-area/ticket-settings/priorities.rst:98 msgid "Priority Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:4 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 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 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 msgid "Queue Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:22 msgid "Manage Queues" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:24 msgid "To add a queue:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:26 msgid "Click on the *Add Queue* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:33 msgid "Add Queue Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:37 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 msgid "To edit a queue:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:42 msgid "Click on a queue in the list of queues." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:49 msgid "Edit Queue Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:53 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 msgid "To export one or more queues:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:60 msgid "Click on the *Queues Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:61 msgid "Select the queues you want to export." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:67 msgid "Queue Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:71 msgid "For each queue, the required signature, system address, and salutation are also exported and, if present, imported as well." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:73 msgid "To import a set of queues:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:77 msgid "Click on the *Queues Import* button." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:81 msgid "When importing nested queues, all parent queues must also be imported or already exist in the system." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:86 msgid "Queue Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:88 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:108 msgid "Queue Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:120 msgid "Sub-queue of" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:119 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:124 msgid "Group \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:123 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:128 msgid "Unlock timeout minutes" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:127 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:135 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:109 msgid "Escalation - first response time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:131 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:105 msgid "The maximum amount of working time allowed before the agent contacts with the customer." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:135 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:109 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:138 #: ../content/administration-area/ticket-settings/queues.rst:144 #: ../content/administration-area/ticket-settings/queues.rst:155 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:112 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:118 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:128 msgid "Notify by" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:138 #: ../content/administration-area/ticket-settings/queues.rst:144 #: ../content/administration-area/ticket-settings/queues.rst:154 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:112 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:118 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:128 msgid "Notify before time limit is reached (in percent)." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:141 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:115 msgid "Escalation - update time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:141 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:115 msgid "The maximum amount of working time allowed between the agent contacts with the customer." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:151 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:125 msgid "Escalation - solution time (minutes)" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:147 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:121 msgid "The maximum amount of working time allowed until the ticket is marked as solved." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:151 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:125 msgid "Solution time will not reset if the ticket is reopened." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:172 msgid "Follow up Option \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:158 msgid "Specify the handling of a follow up on closed tickets. Possible values:" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:162 msgid "new ticket" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:162 msgid "The follow up will create a new ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:165 msgid "possible" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:165 msgid "The follow up will reopen the already closed ticket." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:168 msgid "reject" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:168 msgid "The follow up will be rejected." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:172 msgid "See :doc:`auto-responses` chapter for more information." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:181 msgid "Ticket lock after a follow up \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:175 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:180 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:189 msgid "System address \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:184 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:188 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:192 msgid "Default sign key" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:192 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:195 #: ../content/administration-area/ticket-settings/salutations.rst:73 msgid "Salutation \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:195 msgid "Select one of the defined :doc:`salutations`." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:198 #: ../content/administration-area/ticket-settings/signatures.rst:73 msgid "Signature \\*" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:198 msgid "Select one of the defined :doc:`signatures`." msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:201 #: ../content/administration-area/ticket-settings/service-level-agreements.rst:101 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:212 msgid "Chat Channel" msgstr "" #: ../content/administration-area/ticket-settings/queues.rst:213 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 msgid "Queues ↔ Auto Responses" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:4 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 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 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 msgid "Manage Queue-Auto Response Relations" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:19 msgid "Manage Queues ↔ Auto Responses Relations" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:21 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 msgid "Click on a queue in the *Queues* column." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:24 msgid "Select the automatic responses you would like to add the queue to." msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:30 msgid "Change Auto Response Relations for Queue" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:34 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 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 msgid "Queues ↔ Auto Responses Settings" msgstr "" #: ../content/administration-area/ticket-settings/queues-auto-responses.rst:45 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 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 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 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 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 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 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 msgid "Salutations" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:4 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 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 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 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 msgid "Salutation Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:23 msgid "Manage Salutations" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:25 msgid "To add a salutation:" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:27 msgid "Click on the *Add Salutation* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:34 msgid "Add Salutation Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:38 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 msgid "To edit a salutation:" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:43 msgid "Click on a salutation in the list of salutations." msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:50 msgid "Edit Salutation Screen" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:54 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 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 msgid "Salutation Settings" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:73 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 msgid "Salutation Variables" msgstr "" #: ../content/administration-area/ticket-settings/salutations.rst:96 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 msgid "Service Level Agreements" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:4 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 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 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 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 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 msgid "Manage Service Level Agreements" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:32 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 msgid "To add a service level agreement:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:37 msgid "Click on the *Add SLA* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:44 msgid "Add Service Level Agreement Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:48 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 msgid "To edit a service level agreement:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:53 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 msgid "Edit Service Level Agreement Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:64 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:69 msgid "To export one or more service level agreements:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:71 msgid "Click on the *SLAs Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:72 msgid "Select the service level agreements you want to export." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:78 msgid "Service Level Agreement Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:80 msgid "To import a set of service level agreements:" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:84 msgid "Click on the *SLAs Import* button." msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:87 msgid "Service Level Agreement Settings" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:95 msgid "SLA \\*" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:98 #: ../content/glossary.rst:68 msgid "Service" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:98 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:138 msgid "Dialog message" msgstr "" #: ../content/administration-area/ticket-settings/service-level-agreements.rst:139 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 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 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 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 msgid "Service Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:27 msgid "Manage Services" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:29 msgid "To add a service:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:31 msgid "Click on the *Add Service* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:38 msgid "Add Service Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:42 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 msgid "To edit a service:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:47 msgid "Click on a service in the list of services." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:54 msgid "Edit Service Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:58 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:69 msgid "To export one or more services:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:71 msgid "Click on the *Services Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:72 msgid "Select the services you want to export." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:78 msgid "Service Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:80 msgid "To import a set of services:" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:84 msgid "Click on the *Services Import* button." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:88 msgid "When importing nested services, all parent services must be imported as well or already exist on the system." msgstr "" #: ../content/administration-area/ticket-settings/services.rst:91 msgid "Service Settings" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:99 msgid "Service \\*" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:103 msgid "Sub-service of" msgstr "" #: ../content/administration-area/ticket-settings/services.rst:102 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:115 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 msgid "Signatures" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:4 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 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 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 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 msgid "Signature Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:23 msgid "Manage Signatures" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:25 msgid "To add a signature:" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:27 msgid "Click on the *Add Signature* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:34 msgid "Add Signature Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:38 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 msgid "To edit a signature:" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:43 msgid "Click on a signature in the list of signatures." msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:50 msgid "Edit Signature Screen" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:54 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 msgid "Signature Settings" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:73 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 msgid "Signature Variables" msgstr "" #: ../content/administration-area/ticket-settings/signatures.rst:96 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 msgid "State pre-selection for Templates" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:2 msgid "States" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:4 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 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 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 msgid "The default states are the following:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:17 msgid "closed successful" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:16 msgid "A ticket is complete. The customer received a solution which worked." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:21 msgid "closed unsuccessful" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:20 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 msgid "merged" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:24 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 msgid "new" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:27 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 msgid "open" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:30 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 msgid "pending auto close+" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:34 msgid "The ticket will be set as *closed successful* upon reaching the pending time." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:37 msgid "pending auto close-" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:37 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 msgid "pending reminder" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:40 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 msgid "removed" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:43 msgid "The ticket has been removed from the system." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:47 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 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 msgid "State Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:62 msgid "Manage States" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:64 msgid "To add a state:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:66 msgid "Click on the *Add State* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:73 msgid "Add State Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:77 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 msgid "To edit a state:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:82 msgid "Click on a state in the list of states." msgstr "" #: ../content/administration-area/ticket-settings/states.rst:89 msgid "Edit State Screen" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:93 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 msgid "State Validation Dialog" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:100 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 msgid "State Settings" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:145 msgid "State type \\*" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:131 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 msgid "closed" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:138 msgid "pending auto" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:144 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 msgid "State Configuration Options" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:159 msgid "The following options are relevant and noteworthy. Please review these when managing states:" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:162 msgid "``Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck``" msgstr "" #: ../content/administration-area/ticket-settings/states.rst:163 msgid "``Ticket::StateAfterPending``" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:4 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 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 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 msgid "Template Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:20 msgid "Manage Templates" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:24 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 msgid "To add a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:28 msgid "Click on the *Add Template* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:35 msgid "Add Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:37 msgid "To edit a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:39 msgid "Click on a template in the list of templates." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:46 msgid "Edit Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:48 msgid "To delete a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:50 msgid "Click on the trash icon in the list of templates." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:56 msgid "Delete Template Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:60 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:65 msgid "To export one or more templates:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:67 msgid "Click on the *Templates Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:68 msgid "Select the templates you want to export." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:74 msgid "Template Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:76 msgid "To import a set of templates:" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:80 msgid "Click on the *Templates Import* button." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:83 msgid "Template Settings" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:89 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:93 msgid "Answer" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:93 msgid "To be used as a ticket response or reply." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:96 msgid "Create" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:96 msgid "To be used for new phone or email ticket." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:99 msgid "Email" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:99 msgid "To be used for writing an email to a customer user or to someone else." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:102 msgid "Forward" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:102 msgid "To be used to forward an article to someone else." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:105 msgid "Note" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:105 msgid "To be used to create notes." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:108 msgid "Phone call" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:108 msgid "To be used for inbound and outbound phone calls." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:111 msgid "Process dialog" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:111 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:119 msgid "Template" msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:119 msgid "The body of the article added by the template." msgstr "" #: ../content/administration-area/ticket-settings/templates.rst:122 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:135 #: ../content/administration-area/ticket-settings/templates.rst:144 msgid "Template Variables" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:2 msgid "Templates ↔ Attachments" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:4 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 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 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 msgid "Manage Template-Attachment Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:21 msgid "Manage Templates ↔ Attachments Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:23 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 msgid "Click on a template in the *Templates* column." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:26 msgid "Select the attachments you would like to add to the template." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:32 msgid "Change Attachment Relations for Template" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:34 msgid "To assign an attachment to some templates:" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:36 msgid "Click on an attachment in the *Attachments* column." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:37 msgid "Select the templates you would like to assign the attachment to." msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:43 msgid "Change Template Relations for Attachment" msgstr "" #: ../content/administration-area/ticket-settings/templates-attachments.rst:47 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 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 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 msgid "Templates ↔ Queues" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:4 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 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 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 msgid "Manage Template-Queue Relations Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:19 msgid "Manage Templates ↔ Queues Relations" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:21 msgid "To assign a template to a queue:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:24 msgid "Select the queues you would like to add the template to." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:30 msgid "Change Queue Relations for Template" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:32 msgid "To assign a queue to a template:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:35 msgid "Select the templates you would like to assign the queue to." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:41 msgid "Change Template Relations for Queue" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:45 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 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 msgid "Accessing a queue or a template provides no back link to the relations screen." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:57 msgid "To export one or more template queue relations:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:59 msgid "Click on the *Queue-Templates Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:60 #: ../content/administration-area/users-groups-roles/roles-groups.rst:56 msgid "Select the relations you want to export." msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:66 msgid "Template Queue Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:68 msgid "To import a set of template queue relations:" msgstr "" #: ../content/administration-area/ticket-settings/templates-queues.rst:72 msgid "Click on the *Queue-Templates Import* button." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:2 msgid "Ticket Masks Settings" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:4 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:7 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:10 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:12 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:19 msgid "Ticket Mask Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:22 msgid "Ticket Mask management" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:24 msgid "To edit a ticket mask in OTOBO, follow these steps:" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:26 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:27 msgid "Click on the \"Change mask definition\" button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:28 msgid "Fill in the \"Definition\" field while maintaining the main structure of the ticket mask." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:29 msgid "Press the \"Save\" or \"Save and Finish\" button to save the changes." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:34 msgid "Edit Mask Screen" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:37 msgid "Ticket Mask Definitions" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:39 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:45 msgid "Ticket Mask Definition" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:47 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:56 msgid "Underneath, the dynamic field \"Name\" is defined, also marked as mandatory." msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:63 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:71 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:78 msgid "Ticket Mask Rows Definition" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:80 msgid "Once saved and completed, the mask would appear as follows:" msgstr "" #: ../content/administration-area/ticket-settings/ticket-masks.rst:85 msgid "Displayed Ticket Mask" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:2 msgid "Types" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:4 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 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 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 msgid "Type Management Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:22 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 msgid "Type Activation Warning" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:32 msgid "Manage Types" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:34 msgid "To add a type:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:36 msgid "Click on the *Add Ticket Type* button in the left sidebar." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:43 msgid "Add Type Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:47 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 msgid "To edit a type:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:52 msgid "Click on a type in the list of types." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:59 msgid "Edit Type Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:63 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:68 msgid "To export one or more types:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:70 msgid "Click on the *Types Export* button on the left." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:71 msgid "Select the types you want to export." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:77 msgid "Type Export Screen" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:79 msgid "To import a set of types:" msgstr "" #: ../content/administration-area/ticket-settings/types.rst:83 msgid "Click on the *Types Import* button." msgstr "" #: ../content/administration-area/ticket-settings/types.rst:86 msgid "Type Settings" msgstr "" #: ../content/administration-area/users-groups-roles.rst:2 msgid "Users, Groups & Roles" msgstr "" #: ../content/administration-area/users-groups-roles.rst:4 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 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 msgid "Agents" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:4 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 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 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 msgid "Agent Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:22 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 msgid "Manage Agents" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:33 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 msgid "To add an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:39 msgid "Click on the *Add Agent* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:46 msgid "Add Agent Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:50 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 msgid "To edit an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:55 msgid "Click on an agent in the list of agents." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:62 msgid "Edit Agent Screen" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:64 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 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 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 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 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 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 msgid "Effective Permissions for Agent Widget" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:88 msgid "Agent Settings" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:95 #: ../content/administration-area/users-groups-roles/customer-users.rst:92 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 msgid "Title or salutation" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:98 #: ../content/administration-area/users-groups-roles/customer-users.rst:95 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 msgid "Firstname \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:101 msgid "The first name of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:110 #: ../content/administration-area/users-groups-roles/customer-users.rst:101 msgid "Lastname \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:104 msgid "The last name of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:108 msgid "The agent display name can be set via the system configuration setting ``FirstnameLastnameOrder``. It may also show the user id, which is useful to be able to distinguish between agents with the same name." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:113 msgid "The username of the agent to login to the system." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:117 #: ../content/administration-area/users-groups-roles/customer-users.rst:108 msgid "Password" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:116 msgid "The password of the agent. This will be auto-generated if left empty." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:126 #: ../content/administration-area/users-groups-roles/customer-users.rst:111 msgid "Email \\*" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:120 msgid "The email address of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:124 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:129 #: ../content/administration-area/users-groups-roles/customer-users.rst:124 msgid "Mobile" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:129 msgid "The mobile phone number of the agent." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:137 msgid "Agent Back End Sources" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:139 msgid "Agents can be read and synchronized from an Active Directory® or LDAP server." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:143 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:147 msgid "Agent Authentication Back End" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:149 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:212 #: ../content/administration-area/users-groups-roles/agents.rst:320 msgid "The minimum required to connect to a directory server is:" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:222 #: ../content/administration-area/users-groups-roles/agents.rst:330 msgid "``Host``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:222 #: ../content/administration-area/users-groups-roles/agents.rst:330 msgid "The DNS name or IP of your directory server." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:225 #: ../content/administration-area/users-groups-roles/agents.rst:333 msgid "``BaseDN``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:225 #: ../content/administration-area/users-groups-roles/agents.rst:333 msgid "The starting point in your directory tree." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:232 #: ../content/administration-area/users-groups-roles/agents.rst:340 msgid "``UID``" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:228 #: ../content/administration-area/users-groups-roles/agents.rst:336 msgid "The attribute used for login and identification." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:232 #: ../content/administration-area/users-groups-roles/agents.rst:340 msgid "This is ``sAMAccountName`` for an Active Directory." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:234 #: ../content/administration-area/users-groups-roles/agents.rst:261 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:252 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:255 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:267 msgid "Reuse of an :ref:`Agent Synchronization Back End` is also possible." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:275 msgid "Agent Synchronization Back End" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:277 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:282 msgid "Agent User Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:284 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:344 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:350 msgid "Agent Group Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:352 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:357 msgid ":doc:`groups` must be available in OTOBO to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:361 msgid "Agent Role Data" msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:363 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:368 msgid ":doc:`roles` must be available in OTOBO to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/agents.rst:372 msgid "Agent Configuration Options" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:2 msgid "Agents ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:4 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 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 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 msgid "Manage Agent-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:21 msgid "Manage Agents ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:23 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 msgid "Click on an agent in the *Agents* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:26 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 msgid "Change Group Relations for Agent" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:34 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 msgid "Click on a group in the *Groups* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:37 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 msgid "Change Agent Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:47 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 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 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 msgid "Agents ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:60 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:77 msgid "ro" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:64 #: ../content/administration-area/users-groups-roles/roles-groups.rst:77 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:80 msgid "move_into" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:67 #: ../content/administration-area/users-groups-roles/roles-groups.rst:80 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:83 msgid "create" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:70 #: ../content/administration-area/users-groups-roles/roles-groups.rst:83 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:86 msgid "note" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:73 #: ../content/administration-area/users-groups-roles/roles-groups.rst:86 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:89 msgid "owner" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:76 #: ../content/administration-area/users-groups-roles/roles-groups.rst:89 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:92 msgid "priority" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:79 #: ../content/administration-area/users-groups-roles/roles-groups.rst:92 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:101 msgid "chat_owner" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:82 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:98 msgid "chat_participant" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:85 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:95 msgid "chat_observer" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:88 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:104 msgid "rw" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:91 #: ../content/administration-area/users-groups-roles/roles-groups.rst:104 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:108 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:113 msgid "stats" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:100 #: ../content/administration-area/users-groups-roles/roles-groups.rst:113 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:116 msgid "bounce" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:103 #: ../content/administration-area/users-groups-roles/roles-groups.rst:116 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:119 msgid "compose" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:106 #: ../content/administration-area/users-groups-roles/roles-groups.rst:119 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:122 msgid "customer" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:109 #: ../content/administration-area/users-groups-roles/roles-groups.rst:122 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:125 msgid "forward" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:112 #: ../content/administration-area/users-groups-roles/roles-groups.rst:125 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:128 msgid "pending" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:115 #: ../content/administration-area/users-groups-roles/roles-groups.rst:128 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:131 msgid "phone" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:118 #: ../content/administration-area/users-groups-roles/roles-groups.rst:131 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:133 msgid "responsible" msgstr "" #: ../content/administration-area/users-groups-roles/agents-groups.rst:121 #: ../content/administration-area/users-groups-roles/roles-groups.rst:134 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:138 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 msgid "Agents ↔ Roles" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:4 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 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 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 msgid "Manage Agent-Role Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:22 msgid "Manage Agents ↔ Roles Relations" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:24 msgid "To assign some roles to an agent:" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:27 msgid "Select the roles you would like to the agent belongs to." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:33 msgid "Change Role Relations for Agent" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:35 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 msgid "Click on a role in the *Roles* column." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:38 msgid "Select the agents you would like to add to the role." msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:44 msgid "Change Agent Relations for Role" msgstr "" #: ../content/administration-area/users-groups-roles/agents-roles.rst:48 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 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 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 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 msgid "Customer Users" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:4 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 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 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 msgid "Customer User Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:21 msgid "Manage Customer Users" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:25 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 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 msgid "To add a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:35 msgid "Click on the *Add Customer User* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:42 msgid "Add Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:46 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 msgid "To edit a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:51 msgid "Click on a customer user in the list of customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:58 msgid "Edit Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:60 msgid "To find a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:67 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 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 msgid "Effective Permissions for Customer User Widget" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:81 msgid ":doc:`customer-users-groups` needs to be enabled to use this feature." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:85 msgid "Customer User Settings" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:98 msgid "The first name of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:101 msgid "The last name of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:104 msgid "The username of the customer user to login to the system." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:107 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 msgid "The email address of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:115 msgid "CustomerID \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:114 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 msgid "Phone" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:118 msgid "The phone number of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:121 msgid "Fax" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:121 msgid "The fax number of the customer user." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:124 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 msgid "Street" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:127 #: ../content/administration-area/users-groups-roles/customers.rst:76 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 msgid "Zip" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:130 #: ../content/administration-area/users-groups-roles/customers.rst:79 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 msgid "City" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:133 #: ../content/administration-area/users-groups-roles/customers.rst:82 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 msgid "Country" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:136 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 msgid "Valid \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:150 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 msgid "Customer User Back Ends" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:156 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 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 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 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 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 msgid "Database" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:176 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 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 msgid "For example, to add a new field for room number:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:301 msgid "Add a new column ``room`` to table ``customer_user``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:303 msgid "MySQL or MariaDB:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:309 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 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 msgid "Add the new column to the ``Map`` array." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:322 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 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 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 msgid "LDAP" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:339 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 msgid "To activate and configure the LDAP back end:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:422 msgid "Remove the comments (``#`` characters) from the beginning of the lines." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:424 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 msgid "To display additional customer user attributes from LDAP directory:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:428 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 msgid "Multiple Customer User Back Ends" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:447 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 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 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 msgid "Customer User Data in Dynamic Fields" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:496 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 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 msgid "To activate this optional feature:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:504 msgid "Activate the setting ``Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser``." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:505 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 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 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 msgid "The dynamic field must not be enabled in the following settings:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:515 msgid "``Ticket::Frontend::AgentTicketPhone###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:516 msgid "``Ticket::Frontend::AgentTicketEmail###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:517 msgid "``Ticket::Frontend::AgentTicketCustomer###DynamicField``" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users.rst:519 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 msgid "Customer Users ↔ Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:4 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 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 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 msgid "Manage Customer User-Customer Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:21 msgid "Manage Customer Users ↔ Customers Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:25 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 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 msgid "Click on a customer user in the *Customer Users* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:31 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 msgid "Change Customer Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:39 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 msgid "Click on a customer in the *Customers* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:42 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 msgid "Change Customer User Relations for Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-customers.rst:52 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 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 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 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 msgid "Customer Users ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:4 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 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 msgid "Assign a group to an entire customer using :doc:`customers-groups`." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:16 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 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 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 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 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 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 msgid "Manage Customer Users ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:47 msgid "To assign some groups to a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:50 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 msgid "Change Group Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:58 msgid "To assign some customer users to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:61 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 msgid "Change Customer User Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:69 msgid "To change customer user default groups:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:71 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 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 msgid "Deploy the modified system configurations." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:78 msgid "CustomerGroupAlwaysGroups System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:78 msgid "``CustomerGroupAlwaysGroups`` System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:80 msgid "These groups are automatically assigned to all customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:84 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 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 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 msgid "Customer Users ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-groups.rst:98 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 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 msgid "Full read and write access to the resource." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:2 msgid "Customer Users ↔ Services" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:4 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 msgid "Manage Customer User-Service Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:15 msgid "Manage Customers Users ↔ Services Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:17 msgid "To allocate some services to a customer user:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:20 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 msgid "Change Service Relations for Customer User" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:28 msgid "To allocate some customer users to a service:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:30 msgid "Click on a service in the *Services* column." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:31 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 msgid "Change Customer User Relations for Service" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:41 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 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 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 msgid "Manage Default Services" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:59 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 msgid "To edit the default services:" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:64 msgid "Click on the *Edit default services* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:65 msgid "Select the services which should be selectable for all customer users." msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:71 msgid "Allocate Services to Customer User Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customer-users-services.rst:75 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 msgid "Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:4 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 msgid "Customer Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:15 msgid "Manage Customers" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:19 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 msgid "To add a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:24 msgid "Click on the *Add Customer* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:31 msgid "Add Customer Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:35 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 msgid "To edit a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:40 msgid "Click on a customer in the list of customers." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:47 msgid "Edit Customer Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:49 msgid "To find a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:56 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 msgid "Customer Settings" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:68 msgid "Customer ID \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:67 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 msgid "Customer \\*" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:71 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 msgid "The country of the customer. Choose a country from the list." msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:89 msgid "URL" msgstr "" #: ../content/administration-area/users-groups-roles/customers.rst:89 msgid "The web page or other URL of the customer." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:2 msgid "Customers ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:4 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 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 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 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 msgid "Manage Customer-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:44 msgid "Manage Customers ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:48 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 msgid "Enable Customer-Group Support" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:55 msgid "To assign some groups to a customer:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:58 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 msgid "Change Group Relations for Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:66 msgid "To assign some customers to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:69 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 msgid "Change Customer Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:77 msgid "To change customer default groups:" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:79 msgid "Click on the *Edit Customer Default Groups* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:80 msgid "Add or modify groups in setting ``CustomerGroupCompanyAlwaysGroups``." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:86 msgid "CustomerGroupCompanyAlwaysGroups System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:86 msgid "``CustomerGroupCompanyAlwaysGroups`` System Configuration Screen" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:88 msgid "These groups are automatically assigned to all customers." msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:92 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 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 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 msgid "Customers ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:106 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 msgid "Same Customer" msgstr "" #: ../content/administration-area/users-groups-roles/customers-groups.rst:110 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 msgid "Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:4 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 msgid "Group Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:15 msgid "Manage Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:17 msgid "To add a group:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:19 msgid "Click on the *Add Group* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:26 msgid "Add Group Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:30 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 msgid "To edit a group:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:35 msgid "Click on a group in the list of groups." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:42 msgid "Edit Group Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:46 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:51 msgid "To export one or more groups:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:53 msgid "Click on the *Groups Export* button on the left." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:54 msgid "Select the groups you want to export." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:60 msgid "Group Export Screen" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:62 msgid "To import a set of groups:" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:66 msgid "Click on the *Groups Import* button." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:69 msgid "Group Settings" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:81 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:92 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:101 msgid "Default Groups" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:103 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:107 msgid "``admin``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:107 msgid "Allowed to perform administrative tasks in the system." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:110 msgid "``stats``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:110 msgid "Qualified to access the stats module of OTOBO and generate statistics." msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:113 msgid "``users``" msgstr "" #: ../content/administration-area/users-groups-roles/groups.rst:113 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 msgid "Roles" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:4 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 msgid "Role Management Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:15 msgid "Manage Roles" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:17 msgid "To add a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:19 msgid "Click on the *Add Role* button in the left sidebar." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:26 msgid "Add Role Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:30 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 msgid "To edit a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:35 msgid "Click on a role in the list of roles." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:42 msgid "Edit Role Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:46 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:51 msgid "To export one or more roles:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:53 msgid "Click on the *Roles Export* button on the left." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:54 msgid "Select the roles you want to export." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:60 msgid "Role Export Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:62 msgid "To import a set of roles:" msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:66 msgid "Click on the *Roles Import* button." msgstr "" #: ../content/administration-area/users-groups-roles/roles.rst:69 msgid "Role Settings" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:2 msgid "Roles ↔ Groups" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:4 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 msgid "Manage Role-Group Relations" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:15 msgid "Manage Roles ↔ Groups Relations" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:17 msgid "To assign some groups to a role:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:20 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 msgid "Change Group Relations for Role" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:28 msgid "To assign some roles to a group:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:31 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 msgid "Change Role Relations for Group" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:41 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 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 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:53 msgid "To export one or more role group relations:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:55 msgid "Click on the *Role-Group Export* button on the left." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:62 msgid "Role Group Export Screen" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:64 msgid "To import a set of role group relations:" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:68 msgid "Click on the *Role-Group Import* button." msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:71 msgid "Roles ↔ Groups Relations Reference" msgstr "" #: ../content/administration-area/users-groups-roles/roles-groups.rst:73 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:95 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:98 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:101 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/getting-started.rst:2 msgid "Getting Started" msgstr "" #: ../content/getting-started.rst:6 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/getting-started.rst:8 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/getting-started.rst:10 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/getting-started.rst:13 msgid "First, you need to check some :doc:`administration-area/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/getting-started.rst:17 msgid "Then, open the :doc:`administration-area/communication-notifications/postmaster-mail-accounts` module to add email addresses used by the system. For sending email, you can add more :doc:`administration-area/communication-notifications/email-addresses`." msgstr "" #: ../content/getting-started.rst:20 msgid "To improve the security, :doc:`administration-area/communication-notifications/pgp-keys` or :doc:`administration-area/communication-notifications/s-mime-certificates` can be used for encryption of emails." msgstr "" #: ../content/getting-started.rst:22 msgid "Let's continue with users, but you might need to add some :doc:`administration-area/users-groups-roles/groups` and/or :doc:`administration-area/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:`administration-area/users-groups-roles/roles-groups` relations." msgstr "" #: ../content/getting-started.rst:27 msgid "The next step is to add :doc:`administration-area/users-groups-roles/agents` to the system and set the :doc:`administration-area/users-groups-roles/agents-groups` and/or :doc:`administration-area/users-groups-roles/agents-roles` relations." msgstr "" #: ../content/getting-started.rst:29 msgid "Now you can add :doc:`administration-area/users-groups-roles/customers` and :doc:`administration-area/users-groups-roles/customer-users`. Customers are companies and customer users are the employees of the company." msgstr "" #: ../content/getting-started.rst:33 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/getting-started.rst:36 msgid "Like for agents, customers users can also assign to groups using the :doc:`administration-area/users-groups-roles/customer-users-groups` management screen. Similarly, :doc:`administration-area/users-groups-roles/customer-users-customers` relations can also be set." msgstr "" #: ../content/getting-started.rst:39 msgid "Your OTOBO installation already contains a standard salutation and a standard signature, but you might need to edit them or create new :doc:`administration-area/ticket-settings/salutations` and :doc:`administration-area/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/getting-started.rst:41 msgid "After system addresses, salutations, signatures, groups are set, you can continue the setup with :doc:`administration-area/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/getting-started.rst:43 msgid "Now you can add :doc:`administration-area/ticket-settings/auto-responses` and assign them to queues using the :doc:`administration-area/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/getting-started.rst:46 msgid "To reduce the time needed for answering the tickets, :doc:`administration-area/ticket-settings/templates` can be created." msgstr "" #: ../content/getting-started.rst:48 msgid "Normal templates can contain :doc:`administration-area/ticket-settings/attachments`, and you can assign the uploaded attachments to templates using the :doc:`administration-area/ticket-settings/templates-attachments` management screen." msgstr "" #: ../content/getting-started.rst:50 msgid "When templates are created, you can set the templates to use in queues in the :doc:`administration-area/ticket-settings/templates-queues` management screen." msgstr "" #: ../content/getting-started.rst:52 msgid "You need to review the default :doc:`administration-area/ticket-settings/priorities`, :doc:`administration-area/ticket-settings/states` and :doc:`administration-area/ticket-settings/types`, and add new elements, if needed." msgstr "" #: ../content/getting-started.rst:54 msgid "The customer requests can be categorize into services. If you would like to use this possibility, then create some :doc:`administration-area/ticket-settings/services` and set the :doc:`administration-area/users-groups-roles/customer-users-services` relations. Furthermore, :doc:`administration-area/ticket-settings/service-level-agreements` can be assign to the services." msgstr "" #: ../content/getting-started.rst:58 msgid "Now you can add some notifications to be received by agents, if particular events occur. You can do this in the :doc:`administration-area/communication-notifications/ticket-notifications` screen." msgstr "" #: ../content/getting-started.rst:61 msgid "To help agents to organize appointments, you can setup the :doc:`administration-area/administration/calendars` and the :doc:`administration-area/communication-notifications/appointment-notifications`." msgstr "" #: ../content/getting-started.rst:63 msgid "Tickets, articles and other objects in OTOBO can be extended with :doc:`administration-area/processes-automation/dynamic-fields` or can be reduced with :doc:`administration-area/processes-automation/access-control-lists`." msgstr "" #: ../content/getting-started.rst:65 msgid "Without doing everything manually, the number of failure can be reduced. Automatize some process in OTOBO using :doc:`administration-area/processes-automation/generic-agent` jobs or creating processes with :doc:`administration-area/processes-automation/process-management`. The incoming emails can be pre-processed and dispatched automatically by defining some :doc:`administration-area/communication-notifications/postmaster-filters`." msgstr "" #: ../content/getting-started.rst:69 msgid "If external systems need to integrate with OTOBO, :doc:`administration-area/processes-automation/web-services` will be very useful for this." msgstr "" #: ../content/getting-started.rst:71 msgid "However OTOBO has many features by default, you can extend the functionality by installing packages with the :doc:`administration-area/administration/package-manager`." msgstr "" #: ../content/getting-started.rst:74 msgid "Become OTOBO Expert" msgstr "" #: ../content/getting-started.rst:75 msgid "The other chapters of this manual describe the features and configuration settings of OTOBO more detailed and give you a good overview of :doc:`administration-area/administration/system-configuration`, that can be adjusted to modify the behavior of OTOBO." msgstr "" #: ../content/glossary.rst:2 msgid "Glossary" msgstr "" #: ../content/glossary.rst:4 msgid "Activity" msgstr "" #: ../content/glossary.rst:6 ../content/glossary.rst:80 #: ../content/glossary.rst:83 ../content/glossary.rst:98 msgid "Part of the process management." msgstr "" #: ../content/glossary.rst:7 msgid "Agent" msgstr "" #: ../content/glossary.rst:9 msgid "An agent is a user which services customer users. The person working for your organization." msgstr "" #: ../content/glossary.rst:11 msgid "Back end" msgstr "" #: ../content/glossary.rst:13 msgid "A configuration file, module, script or other functional item within OTOBO which is not reachable via the browser." msgstr "" #: ../content/glossary.rst:16 msgid "Defines working hours, time-zone, and holidays to be applied when using :term:`escalation times`." msgstr "" #: ../content/glossary.rst:17 msgid "Customer" msgstr "" #: ../content/glossary.rst:19 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 msgid "Customer User" msgstr "" #: ../content/glossary.rst:23 msgid "Physical persons, and their contact data, which belong to a customer. These are the people raising tickets." msgstr "" #: ../content/glossary.rst:25 msgid "Dynamic Field" msgstr "" #: ../content/glossary.rst:27 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 msgid "Escalation Times" msgstr "" #: ../content/glossary.rst:31 msgid "The defined amount of working time before a ticket breaches an agreement." msgstr "" #: ../content/glossary.rst:32 msgid "Front end" msgstr "" #: ../content/glossary.rst:34 msgid "The graphical interface to OTOBO as viewed in a browser." msgstr "" #: ../content/glossary.rst:35 msgid "Group" msgstr "" #: ../content/glossary.rst:37 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 msgid "Invoker" msgstr "" #: ../content/glossary.rst:42 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 msgid "Mapping" msgstr "" #: ../content/glossary.rst:46 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 msgid "Operation" msgstr "" #: ../content/glossary.rst:49 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 msgid "Process" msgstr "" #: ../content/glossary.rst:52 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 msgid "Part of OTOBO to support definition of workflows for recurring tasks." msgstr "" #: ../content/glossary.rst:57 msgid "Process Path" msgstr "" #: ../content/glossary.rst:59 msgid "Part of the process management. A process path describes the connections between the parts of a process." msgstr "" #: ../content/glossary.rst:63 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 msgid "Screen" msgstr "" #: ../content/glossary.rst:67 msgid "A graphical interface to OTOBO viewed in a browser (see also :term:`Front end`)." msgstr "" #: ../content/glossary.rst:70 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 msgid "Service Level Agreement" msgstr "" #: ../content/glossary.rst:73 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 msgid "Service Request" msgstr "" #: ../content/glossary.rst:77 msgid "(see also :term:`Ticket`)." msgstr "" #: ../content/glossary.rst:78 msgid "Transition" msgstr "" #: ../content/glossary.rst:81 msgid "Transition Action" msgstr "" #: ../content/glossary.rst:84 msgid "SLA" msgstr "" #: ../content/glossary.rst:86 msgid "(see also :term:`Service Level Agreement`)." msgstr "" #: ../content/glossary.rst:89 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 msgid "Transport" msgstr "" #: ../content/glossary.rst:94 msgid "A transport is the method chosen for communication. OTOBO supports REST and SOAP." msgstr "" #: ../content/glossary.rst:96 msgid "Activity Dialog" msgstr "" #: ../content/glossary.rst:99 msgid "Working Time" msgstr "" #: ../content/glossary.rst:101 msgid "A definition of minutes passed during the defined working hours of any :term:`calendar`." msgstr "" #: ../content/history.rst:3 msgid "Documentation History" msgstr "" #: ../content/history.rst:5 msgid "1.) 2019 - OTRS Administration Manual - OTRS AG (https://otrs.com)" msgstr "" #: ../content/history.rst:7 msgid "2.) 2020 - OTOBO Administration Manual - Rother OSS GmbH (https://otobo.de)" msgstr "" #: ../content/history.rst:9 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 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 msgid "How-Tos" msgstr "" #: ../content/how-tos.rst:4 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:8 msgid "You may find answers to less complex questions in the public section of our customer portal: https://portal.rother-oss.com/otobo/public.pl" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:2 msgid "Configuring CKEditor Plugins and Toolbar" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:4 msgid "With OTOBO 11.1, the package CK5-FullWindowMode has been integrated into the core. This enables to control the plugins and toolbar content and order of the CKEditor via system configuration." msgstr "" #: ../content/how-tos/ckeditor-agent.rst:7 msgid "As an example, this how-to describes the steps to disable the Strikethrough functionality." msgstr "" #: ../content/how-tos/ckeditor-agent.rst:11 msgid "0. Default State" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:13 msgid "With default settings, the CKEditor in the agent interface looks like this:" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:18 msgid "CKEditor in AgentTicketPhone with default settings" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:20 msgid "The Strikethrough button is available." msgstr "" #: ../content/how-tos/ckeditor-agent.rst:23 msgid "1. Activate the Enhanced Mode for the CKEditor Toolbar" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:25 msgid "For the subsequent steps to take effect, the enhanced mode for the CKEditor toolbar needs to be activated. This is done with the following steps:" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:28 #: ../content/how-tos/ckeditor-agent.rst:51 msgid "Navigate to the system configuration in the admin interface" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:29 msgid "Navigate to the setting `Frontend::RichText::EnhancedMode`" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:30 #: ../content/how-tos/ckeditor-agent.rst:53 msgid "Enable editing" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:31 msgid "Activate the setting by checking the checkbox" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:32 #: ../content/how-tos/ckeditor-agent.rst:55 msgid "Save the change and deploy the setting" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:35 msgid "2. State with Enhanced Mode" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:37 msgid "With the enhanced mode activated, the CKEditor looks like this:" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:42 msgid "CKEditor in AgentTicketPhone with enhanced mode enabled" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:45 msgid "3. Change the Toolbar Configuration" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:47 msgid "The system configuration setting responsible for the CKEditor toolbar in the agent interface is the setting `Frontend::EnhancedCKEditorToolbar`." msgstr "" #: ../content/how-tos/ckeditor-agent.rst:49 msgid "It can be changed with the following steps:" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:52 msgid "Navigate to the setting `Frontend::EnhancedCKEditorToolbar`" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:54 msgid "Remove the entry `Strikethrough` (fifth entry in the first block)" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:58 msgid "4. State with Change in Place" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:60 msgid "Having activated the changed system configuration setting, the CKEditor looks like this:" msgstr "" #: ../content/how-tos/ckeditor-agent.rst:65 msgid "CKEditor in AgentTicketPhone with enhanced mode enabled and Strikethrough removed" msgstr "" #: ../content/index.rst:6 msgid "OTOBO Administration Manual" msgstr "" #: ../content/index.rst:8 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/index.rst:13 msgid "This documentation is for the **11.1 beta** version of OTOBO. It may contain incomplete or inaccurate information, and some features may not be fully functional. Please use this documentation with caution and report any issues to the OTOBO development team. You may find the **documentation for the latest stable release** at https://doc.otobo.org/manual/admin/11.0/en/content/index.html." msgstr "" #: ../content/index.rst:19 msgid "About This Manual" msgstr "" #: ../content/index.rst:21 msgid "This is the OTOBO Administration Manual. The chapters describe the administration of the OTOBO software. The main parts of this manual are the Administration Area and the How-Tos. How-Tos are step-by-step instructions to solve a particular problem, while the Administration Area chapters describe the configuration possibilities of OTOBO in more detail." msgstr "" #: ../content/index.rst:27 msgid "If you are new to OTOBO, we recommend to start with the :doc:`Getting Startet Guide `." msgstr "" #: ../content/index.rst:41 msgid "License" msgstr "" #: ../content/index.rst:43 msgid "This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany." msgstr "" #: ../content/index.rst:46 msgid "Copyright © for modifications and amendments 2019-2024 ROTHER OSS GmbH (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany" msgstr "" #: ../content/index.rst:49 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:56 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:63 msgid "Published by: Rother OSS GmbH, (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany." msgstr "" #: ../content/index.rst:66 msgid "Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.de)." msgstr ""