# SOME DESCRIPTIVE TITLE. # Copyright (C) 2019-2024 Rother OSS GmbH, https://otobo.de/ # This file is distributed under the same license as the OTOBO User Manual # package. # FIRST AUTHOR , 2024. # msgid "" msgstr "" "Project-Id-Version: OTOBO User Manual 11.0\n" "Report-Msgid-Bugs-To: \n" "POT-Creation-Date: 2026-08-05 15:09+0000\n" "PO-Revision-Date: 2026-03-03 14:36+0000\n" "Last-Translator: Anonymous \n" "Language-Team: Spanish \n" "Language: es\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" "X-Generator: Weblate 5.16\n" "Generated-By: Babel 2.4.0\n" #: ../content/agent.rst:8 ../content/agent/avatar.rst:9 #: ../content/agent/calendar.rst:12 ../content/agent/customers.rst:7 #: ../content/agent/faq.rst:11 ../content/agent/reports/index.rst:7 #: ../content/agent/search.rst:14 ../content/agent/tickets.rst:30 #: ../content/customer.rst:6 ../content/customer/avatar.rst:6 #: ../content/index.rst:34 msgid "Contents" msgstr "" #: ../content/agent.rst:2 msgid "Agent" msgstr "" #: ../content/agent.rst:4 msgid "In this section you can find information if you are working as an agent in OTOBO. Please note that some of the features described here may not be available in your OTOBO system, depending on the configuration and permissions set by your administrator." msgstr "" #: ../content/agent/accessibility.rst:2 ../content/customer/accessibility.rst:2 msgid "Accessibility" msgstr "" #: ../content/agent/accessibility.rst:4 ../content/customer/accessibility.rst:4 msgid "OTOBO offers a high contrast skin for better accessibility. You can activate it in your :doc:`avatar/personal-preferences`." msgstr "" #: ../content/agent/accessibility.rst:7 ../content/customer/accessibility.rst:7 msgid "Would you like to tell us about existing barriers or ask for information on the implementation of accessibility? For your feedback and any further information, please write to us at accessibility@otobo.io." msgstr "" #: ../content/agent/admin.rst:2 msgid "Admin" msgstr "" #: ../content/agent/admin.rst:4 msgid "This menu item opens the administrator interface, which is described very detailed in the `Administration Manual `__." msgstr "" #: ../content/agent/admin.rst:8 ../content/agent/faq/category-management.rst:6 #: ../content/agent/faq/language-management.rst:6 msgid "This menu item is only available for agents who have administrator privileges." msgstr "" #: ../content/agent/avatar.rst:2 msgid "Personal Menu" msgstr "" #: ../content/agent/avatar.rst:4 msgid "Use this menu to customize your profile in OTOBO. The personal menu is available via your avatar in the top left corner." msgstr "" #: ../content/agent/avatar.rst:7 msgid "All settings changed in this menu affect only your profile, and does not affect the behavior of OTOBO for other agents." msgstr "" #: ../content/agent/avatar/logout.rst:2 ../content/customer/avatar/logout.rst:2 #: ../content/customer/avatar/logout.rst:9 msgid "Logout" msgstr "" #: ../content/agent/avatar/logout.rst:4 msgid "Use this menu item to leave OTOBO and go to the login screen." msgstr "" #: ../content/agent/avatar/logout.rst:8 msgid "Clicking on this menu item will logout the agent without confirmation." msgstr "" #: ../content/agent/avatar/notifications.rst:2 msgid "Notifications" msgstr "" #: ../content/agent/avatar/notifications.rst:4 msgid "Use this screen to get an overview of notifications. The notification overview screen is available in the *Notifications* menu item of the *Avatar* menu." msgstr "" #: ../content/agent/avatar/notifications.rst:7 msgid "If unread notifications are in this screen, a flag icon with number also indicates the number of unread notifications in the toolbar." msgstr "" #: ../content/agent/avatar/notifications.rst:12 msgid "Notification Web View Screen" msgstr "" #: ../content/agent/avatar/notifications.rst:14 msgid "Notifications can be filtered by clicking on a state name in the header of the overview widget. There is an option *All Notifications* to see all notifications. The numbers after the state names indicate how many notifications are in each state." msgstr "" #: ../content/agent/avatar/notifications.rst:18 msgid "To limit the number of displayed notifications per page and adjust visible columns:" msgstr "" #: ../content/agent/avatar/notifications.rst:20 #: ../content/agent/faq/explorer.rst:32 ../content/agent/faq/journal.rst:14 #: ../content/agent/tickets/escalation-view.rst:39 #: ../content/agent/tickets/escalation-view.rst:45 #: ../content/agent/tickets/escalation-view.rst:118 #: ../content/agent/tickets/escalation-view.rst:143 #: ../content/agent/tickets/queue-view.rst:46 #: ../content/agent/tickets/queue-view.rst:52 #: ../content/agent/tickets/queue-view.rst:125 #: ../content/agent/tickets/queue-view.rst:150 #: ../content/agent/tickets/service-view.rst:42 #: ../content/agent/tickets/service-view.rst:48 #: ../content/agent/tickets/service-view.rst:121 #: ../content/agent/tickets/service-view.rst:146 #: ../content/agent/tickets/status-view.rst:30 #: ../content/agent/tickets/status-view.rst:36 #: ../content/agent/tickets/status-view.rst:110 #: ../content/agent/tickets/status-view.rst:135 msgid "Click on the gear icon in the top right corner of the overview header." msgstr "" #: ../content/agent/avatar/notifications.rst:21 msgid "Select the maximum number of notifications displayed per page and set the visible columns by drag and drop." msgstr "" #: ../content/agent/avatar/notifications.rst:22 #: ../content/agent/faq/category-management.rst:25 #: ../content/agent/faq/category-management.rst:36 #: ../content/agent/faq/explorer.rst:34 #: ../content/agent/faq/language-management.rst:25 #: ../content/agent/faq/language-management.rst:36 msgid "Click on the *Submit* button." msgstr "" #: ../content/agent/avatar/notifications.rst:26 #: ../content/agent/dashboard/index.rst:123 msgid "The order of visible columns can be set by rearrange the columns in the *Visible columns* field." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:2 #: ../content/customer/avatar/personal-preferences.rst:2 msgid "Personal Preferences" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:4 msgid "Use this screen to set personal preferences in OTOBO. The personal preferences screen is available in the *Personal Preferences* menu item of the *Avatar* menu." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:7 msgid "This overview screen consists of three modules." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:9 #: ../content/agent/avatar/personal-preferences.rst:27 msgid "User Profile" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:10 #: ../content/agent/avatar/personal-preferences.rst:148 msgid "Notification Settings" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:11 #: ../content/agent/avatar/personal-preferences.rst:217 #: ../content/agent/tickets/ticket-zoom.rst:394 msgid "Miscellaneous" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:16 msgid "Preferences Modules" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:18 msgid "Each module consists of widgets, which have two columns. In the first column is the setting, and in the second column is a description for the setting." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:23 msgid "Do not forget to apply the changes by clicking on the tick icon in the right part of the widget." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:29 msgid "This is the agent profile, where the account related settings can be changed." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:33 #: ../content/customer/avatar/personal-preferences.rst:20 msgid "Change password" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:35 msgid "In this widget the current password can be changed. To change the password, all fields must be filled." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:41 msgid "Change Password Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:44 #: ../content/customer/avatar/personal-preferences.rst:31 msgid "Current password" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:44 #: ../content/customer/avatar/personal-preferences.rst:31 msgid "Type your current password for security reasons, if you want to change it." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:47 #: ../content/customer/avatar/personal-preferences.rst:34 msgid "New password" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:47 #: ../content/customer/avatar/personal-preferences.rst:34 msgid "Type your new password here." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:51 #: ../content/customer/avatar/personal-preferences.rst:37 msgid "Verify password" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:50 #: ../content/customer/avatar/personal-preferences.rst:37 msgid "Type your new password again to avoid misspelling the new password." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:54 msgid "Google Authenticator" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:58 msgid "System configuration ``PreferencesGroups###GoogleAuthenticatorSecretKey`` needs to be activated to use this feature." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:60 msgid "This is a two factor authentication token described in `RFC6238 `__ to improve the account security. `Google Authenticator `__ is a mobile application to generate tokens, but any other generator application can be used." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:66 msgid "Google Authenticator Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:77 msgid "Shared Secret" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:69 msgid "This is a string to use for token generation. It must contain only uppercase letters (A-Z) and numbers (2-7). Click on the *Generate* button to generate a secret." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:75 msgid "Make sure that you add the shared secret to your generator application and the application works well. Otherwise you will be not able to login anymore without the two factor token." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:80 msgid "Avatar" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:82 msgid "Here can be changed the image used as avatar image in *Ticket Zoom* screen and in the main menu." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:87 msgid "Avatar Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:89 msgid "It is not possible to upload an avatar image directly in OTOBO. You have to register your email address on `Gravatar `__ to use this feature. Otherwise the first letters of first name and last name will be displayed." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:95 #: ../content/agent/faq/new.rst:53 msgid "Language" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:97 msgid "Use this widget to set the language for the OTOBO user interface." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:102 msgid "Language Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:104 msgid "Only those languages are listed by default, in which OTOBO is translated more than 95%. To see all available languages, click on the refresh icon next to the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:109 msgid "Translation status of incomplete languages are low, but you can help to improve the translation. See the `developer manual `__ for more information about translating OTOBO." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:114 #: ../content/customer/avatar/personal-preferences.rst:52 msgid "Time Zone" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:116 msgid "Each agent has to set the timezone of the current location to get proper date and time calculation in OTOBO." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:121 msgid "Time Zone Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:123 #: ../content/customer/avatar/personal-preferences.rst:61 msgid "Select the location where you are currently in." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:127 msgid "Out Of Office Time" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:129 msgid "With this widget agents can inform other agents about absence. This is useful for resource planning and workload balancing." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:135 msgid "Out Of Office Time Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:138 msgid "Active" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:138 msgid "The function can be turned on or off." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:141 msgid "Start" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:141 msgid "The first day of absence." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:145 msgid "End" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:144 msgid "The last day of absence." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:150 msgid "These settings are for customizing personal notifications." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:154 msgid "My Queues" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:156 msgid "In this widget some queues can be selected as preferred queues. Tickets in this queues will be displayed under the *Tickets in My Queues* filter of the ticket widgets, and notifications will be sent, if new tickets are available in one of the selected queues." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:159 msgid "In :doc:`../tickets/queue-view` only those queues will be displayed under *My Queues* filter, that are selected in this widget." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:161 msgid "In case of owner or responsible selection, only agents are listed by default as potentially owner or responsible, who are set the queue as preferred queue in this widget." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:166 msgid "My Queues Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:168 msgid "Select one or more queues from the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:172 msgid "My Services" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:176 #: ../content/agent/tickets/service-view.rst:6 msgid "System configuration ``Ticket::Service`` needs to be activated to use this feature." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:178 msgid "In this widget some services can be selected as preferred services." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:180 msgid "In :doc:`../tickets/service-view` only those services will be displayed under *My Services* filter, that are selected in this widget." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:185 msgid "My Services Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:187 msgid "Select one or more services from the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:191 msgid "Ticket Notifications" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:193 msgid "In this widget can be selected the methods used for any kind of ticket notifications." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:198 msgid "Ticket Notifications Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:200 #: ../content/agent/avatar/personal-preferences.rst:213 msgid "The possible methods are *Email*, *Web View* or *SMS*." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:204 msgid "Appointment Notifications" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:206 msgid "In this widget can be selected the methods used for appointment notification." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:211 msgid "Appointment Notifications Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:219 msgid "These settings are for change of visual appearance of OTOBO." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:223 #: ../content/customer/avatar/personal-preferences.rst:8 msgid "Skin" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:225 msgid "In this widget can be selected the skin, that OTOBO should wear." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:230 msgid "Skin Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:232 #: ../content/customer/avatar/personal-preferences.rst:17 msgid "Select a skin from the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:236 #: ../content/customer/avatar/personal-preferences.rst:71 msgid "Overview Refresh Time" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:238 #: ../content/customer/avatar/personal-preferences.rst:66 msgid "It is possible to make overview screens automatically refreshed after a period of time." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:243 msgid "Overview Refresh Time Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:245 #: ../content/customer/avatar/personal-preferences.rst:73 #: ../content/customer/avatar/personal-preferences.rst:89 msgid "Select a refresh interval from the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:249 msgid "Refreshing the overview screens too often can cause performance issues on large systems with many agents." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:253 msgid "Screen after new ticket" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:255 msgid "Select, which screen should be shown after a new ticket has been created." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:260 msgid "Screen After New Ticket Widget" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:262 msgid "Select a screen from the drop-down list." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:266 msgid "Advanced" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:268 msgid "In this module can be configured some system configuration options." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:273 msgid "Advanced Preferences Screen" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:275 msgid "To modify a setting:" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:277 msgid "Use the tree navigation in the left sidebar to find the desired setting." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:278 msgid "Modify the value." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:279 msgid "Click on the tick button in the right side of the setting widget." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:284 msgid "Advanced Preferences - Tree Navigation Screen" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:284 msgid "Advanced Preferences - Tree navigation Screen" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:286 msgid "The modified settings have a gray border on the left." msgstr "" #: ../content/agent/avatar/personal-preferences.rst:288 msgid "To reset a setting:" msgstr "" #: ../content/agent/avatar/personal-preferences.rst:290 msgid "Click on the reset icon in the top right corner of the setting widget." msgstr "" #: ../content/agent/calendar.rst:2 msgid "Calendar" msgstr "" #: ../content/agent/calendar.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/agent/calendar.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 team's workload and prevent users from promising resources which are not available." msgstr "" #: ../content/agent/calendar/agenda-overview.rst:2 msgid "Agenda Overview" msgstr "" #: ../content/agent/calendar/agenda-overview.rst:4 msgid "Within the agenda overview, an agent is able to display the appointments of all available (accessible) calendars in a table-like overview. This overview is designed to have a detailed list of upcoming appointments in a structured table. Like in :doc:`calendar-overview` appointments can be created, edited or deleted." msgstr "" #: ../content/agent/calendar/agenda-overview.rst:10 #: ../content/agent/calendar/calendar-overview.rst:9 msgid "There are no calendars added by default. Please contact your administrator to add one ore more calendars." msgstr "" #: ../content/agent/calendar/agenda-overview.rst:0 #: ../content/agent/calendar/agenda-overview.rst:16 #: ../content/agent/calendar/calendar-overview.rst:0 #: ../content/agent/calendar/calendar-overview.rst:15 msgid "No Calendars Found" msgstr "" #: ../content/agent/calendar/agenda-overview.rst:18 msgid "This overview supports a monthly, weekly and daily point of view on available appointments." msgstr "" #: ../content/agent/calendar/agenda-overview.rst:23 msgid "Agenda Overview Screen" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:2 msgid "Calendar Overview" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:4 msgid "Use this screen to get an overview of the added calendars. The overview screen is available in the *Calendar Overview* menu item of the *Calendar* menu." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:17 msgid "This overview works the same like usual calendars. Different time periods and timelines can be selected to view appointments, and it is possible to jump between different periods." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:23 msgid "Calendar Overview Screen" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:25 msgid "Check or uncheck the checkboxes in the *Calendars* widget to show or hide appointments in a specific calendar." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:30 msgid "Calendars Widget" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:32 msgid "To view appointments in external calendar applications:" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:34 msgid "Click on the *Copy public calendar URL* icon in the last column of *Calendars* widget to copy the URL to clipboard." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:35 msgid "Open your external calendar application." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:36 msgid "Insert the URL into your external calendar application." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:40 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/agent/calendar/calendar-overview.rst:42 msgid "Within the calendar overview, an agent is able to display, create, edit and/or delete appointments of different calendars, depending on their permission level to the related calendars. Such appointments can be created or edited via drag and drop within this screen." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:45 msgid "To add a new appointment:" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:47 msgid "Click on the *Add Appointment* button in the left sidebar." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:48 #: ../content/agent/customers/customer-administration.rst:31 #: ../content/agent/customers/customer-information-center.rst:58 #: ../content/agent/customers/customer-user-administration.rst:43 #: ../content/agent/faq/category-management.rst:24 #: ../content/agent/reports/reports.rst:21 #: ../content/agent/reports/statistics.rst:37 msgid "Fill in the required fields." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:49 #: ../content/agent/calendar/calendar-overview.rst:64 #: ../content/agent/customers/customer-administration.rst:32 #: ../content/agent/customers/customer-information-center.rst:59 #: ../content/agent/customers/customer-user-administration.rst:44 #: ../content/agent/faq/journal.rst:16 ../content/agent/reports/reports.rst:22 #: ../content/agent/reports/statistics.rst:38 #: ../content/agent/tickets/escalation-view.rst:41 #: ../content/agent/tickets/escalation-view.rst:48 #: ../content/agent/tickets/escalation-view.rst:120 #: ../content/agent/tickets/escalation-view.rst:145 #: ../content/agent/tickets/queue-view.rst:48 #: ../content/agent/tickets/queue-view.rst:55 #: ../content/agent/tickets/queue-view.rst:127 #: ../content/agent/tickets/queue-view.rst:152 #: ../content/agent/tickets/service-view.rst:44 #: ../content/agent/tickets/service-view.rst:51 #: ../content/agent/tickets/service-view.rst:123 #: ../content/agent/tickets/service-view.rst:148 #: ../content/agent/tickets/status-view.rst:32 #: ../content/agent/tickets/status-view.rst:39 #: ../content/agent/tickets/status-view.rst:112 #: ../content/agent/tickets/status-view.rst:137 msgid "Click on the *Save* button." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:53 msgid "The *Appointment* dialog is explained in :doc:`new-appointment` chapter." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:58 #: ../content/agent/calendar/new-appointment.rst:12 msgid "Appointment Dialog" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:60 msgid "To edit an appointment:" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:62 #: ../content/agent/calendar/calendar-overview.rst:73 #: ../content/agent/calendar/calendar-overview.rst:78 msgid "Click on an appointment in the calendar overview." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:63 #: ../content/agent/customers/customer-administration.rst:47 #: ../content/agent/customers/customer-information-center.rst:64 #: ../content/agent/customers/customer-user-administration.rst:59 #: ../content/agent/customers/customer-user-information-center.rst:58 #: ../content/agent/faq/category-management.rst:35 msgid "Modify the fields." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:69 msgid "Edit Appointment Dialog" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:71 msgid "To copy an appointment:" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:74 msgid "Click on the *Copy* button." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:76 msgid "To delete an appointment:" msgstr "" #: ../content/agent/calendar/calendar-overview.rst:79 #: ../content/agent/faq/search.rst:57 ../content/agent/tickets/search.rst:42 msgid "Click on the *Delete* button." msgstr "" #: ../content/agent/calendar/calendar-overview.rst:80 msgid "Click on the *OK* button in the confirmation dialog." msgstr "" #: ../content/agent/calendar/new-appointment.rst:2 #: ../content/agent/tickets/ticket-zoom.rst:394 msgid "New Appointment" msgstr "" #: ../content/agent/calendar/new-appointment.rst:4 msgid "Use this menu item to add new appointments to calendars. New appointments can be also added by clicking on the *Add Appointment* button either in :doc:`calendar-overview` or in :doc:`agenda-overview` screens. It is also possible to drag over a range of the calendar widget to setup a rough time span. Right after that, a dialog appears where the data can be inserted." msgstr "" #: ../content/agent/calendar/new-appointment.rst:16 msgid "Appointment Settings" msgstr "" #: ../content/agent/calendar/new-appointment.rst:18 #: ../content/agent/customers/customer-administration.rst:69 #: ../content/agent/customers/customer-user-administration.rst:99 #: ../content/agent/faq/category-management.rst:57 #: ../content/agent/reports/reports.rst:60 #: ../content/agent/reports/statistics.rst:110 msgid "The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory." msgstr "" #: ../content/agent/calendar/new-appointment.rst:24 #: ../content/agent/faq/new.rst:18 ../content/agent/reports/statistics.rst:116 #: ../content/agent/tickets/ticket-zoom.rst:347 msgid "Title \\*" msgstr "" #: ../content/agent/calendar/new-appointment.rst:22 #: ../content/agent/customers/customer-administration.rst:77 #: ../content/agent/faq/category-management.rst:61 #: ../content/agent/faq/new.rst:16 ../content/agent/reports/reports.rst:64 #: ../content/agent/reports/statistics.rst:114 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/agent/calendar/new-appointment.rst:28 #: ../content/agent/reports/reports.rst:70 #: ../content/agent/reports/statistics.rst:120 msgid "Description" msgstr "" #: ../content/agent/calendar/new-appointment.rst:27 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." msgstr "" #: ../content/agent/calendar/new-appointment.rst:35 msgid "Location" msgstr "" #: ../content/agent/calendar/new-appointment.rst:31 msgid "If the location contains a value, a related link icon will show up next to the field which by default links to Google map to get a better picture of the location." msgstr "" #: ../content/agent/calendar/new-appointment.rst:35 msgid "This link is configurable through the system configuration option ``AgentAppointmentEdit::Location::Link``." msgstr "" #: ../content/agent/calendar/new-appointment.rst:38 msgid "Calendar \\*" msgstr "" #: ../content/agent/calendar/new-appointment.rst:38 msgid "Select the calendar to whom the appointment will be added to." msgstr "" #: ../content/agent/calendar/new-appointment.rst:40 msgid "Resource" msgstr "" #: ../content/agent/calendar/new-appointment.rst:42 #: ../content/agent/calendar/resource-overview.rst:4 msgid "Rother OSS TODO: This feature will be included in one of the next OTOBO releases. If you need it beforehand, please contact sales@otobo.de, we will find a solution." msgstr "" #: ../content/agent/calendar/new-appointment.rst:46 msgid "Start date" msgstr "" #: ../content/agent/calendar/new-appointment.rst:46 msgid "The start date of the appointment." msgstr "" #: ../content/agent/calendar/new-appointment.rst:49 msgid "End date" msgstr "" #: ../content/agent/calendar/new-appointment.rst:49 msgid "The end date of the appointment." msgstr "" #: ../content/agent/calendar/new-appointment.rst:53 msgid "All-day" msgstr "" #: ../content/agent/calendar/new-appointment.rst:52 msgid "This checkbox indicates that the appointment takes place on the whole day. If it is checked, time of the start date and the end date will be disabled and set to 00:00." msgstr "" #: ../content/agent/calendar/new-appointment.rst:56 msgid "Repeat" msgstr "" #: ../content/agent/calendar/new-appointment.rst:56 msgid "Define appointment recurrences and will be described separately, see *Repeating Appointments* below." msgstr "" #: ../content/agent/calendar/new-appointment.rst:64 msgid "Notification" msgstr "" #: ../content/agent/calendar/new-appointment.rst:59 msgid "Define time periods an appointment notification should be sent before the appointment start." msgstr "" #: ../content/agent/calendar/new-appointment.rst:63 msgid "Appointment notifications can be set in admin interface. Please contact your administrator." msgstr "" #: ../content/agent/calendar/new-appointment.rst:73 #: ../content/agent/dashboard/index.rst:189 #: ../content/agent/dashboard/index.rst:191 msgid "Ticket" msgstr "" #: ../content/agent/calendar/new-appointment.rst:67 msgid "Tickets and other objects can be linked to the appointment with this search field." msgstr "" #: ../content/agent/calendar/new-appointment.rst:71 msgid "Usage of wildcards (\\*) is also possible. Enter two asterisks (\\*\\*) to list all tickets." msgstr "" #: ../content/agent/calendar/new-appointment.rst:76 #: ../content/agent/calendar/new-appointment.rst:89 msgid "Repeating Appointments" msgstr "" #: ../content/agent/calendar/new-appointment.rst:78 msgid "If appointments need to be created in a recurring manner, it is possible to setup detailed information about the occurrences of an appointment." msgstr "" #: ../content/agent/calendar/new-appointment.rst:80 msgid "To create repeating appointments:" msgstr "" #: ../content/agent/calendar/new-appointment.rst:82 msgid "Select *Start date* and *End date* (or check *All day*)." msgstr "" #: ../content/agent/calendar/new-appointment.rst:83 msgid "Select from the pre-defined frequencies of the occurrences or choose *custom* settings." msgstr "" #: ../content/agent/calendar/new-appointment.rst:84 msgid "Choose either a date to repeat until or an amount of times to repeat." msgstr "" #: ../content/agent/calendar/new-appointment.rst:91 msgid "After all decisions are made and the settings are saved successfully, the appointment will be marked as recurring appointment. The parent appointment will be marked with circle-arrow-symbol and the child appointments with a chain-symbol." msgstr "" #: ../content/agent/calendar/new-appointment.rst:97 msgid "Repeating Appointments Overview" msgstr "" #: ../content/agent/calendar/new-appointment.rst:99 msgid "Future changes to the parent appointment will affect the children automatically, without any further message. If an agent is about to change one of the child appointments, a message will ask what would they like to update." msgstr "" #: ../content/agent/calendar/new-appointment.rst:105 msgid "Edit Repeating Appointment" msgstr "" #: ../content/agent/calendar/new-appointment.rst:107 msgid "If *All occurrences* going to be updated, the behavior will be the same as with the update of the parent appointment. All options (including the recurring settings) are changeable." msgstr "" #: ../content/agent/calendar/new-appointment.rst:110 msgid "If *Just this occurrence* will be updated, it is not possible to change the repeating settings, but a related message and a link to the parent appointment will be provided." msgstr "" #: ../content/agent/calendar/new-appointment.rst:112 msgid "The enabled repeating option will be additionally displayed in the tool-tip of the related appointments." msgstr "" #: ../content/agent/calendar/resource-overview.rst:2 msgid "Resource Overview" msgstr "" #: ../content/agent/calendar/resource-overview.rst:0 #: ../content/agent/calendar/resource-overview.rst:10 msgid "Upgrade Dialog" msgstr "" #: ../content/agent/customers.rst:2 msgid "Customers" msgstr "" #: ../content/agent/customers.rst:4 msgid "Use this menu to get overview screens for customers and customer users. Both customers and customer users can be managed here." msgstr "" #: ../content/agent/customers/customer-administration.rst:9 msgid "Customer Administration" msgstr "" #: ../content/agent/customers/customer-administration.rst:11 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 *Customer Administration* menu item of the *Customers* menu." msgstr "" #: ../content/agent/customers/customer-administration.rst:18 msgid "Customer Management Screen" msgstr "" #: ../content/agent/customers/customer-administration.rst:21 msgid "Manage Customers" msgstr "" #: ../content/agent/customers/customer-administration.rst:25 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/agent/customers/customer-administration.rst:28 msgid "To add a customer:" msgstr "" #: ../content/agent/customers/customer-administration.rst:30 msgid "Click on the *Add Customer* button in the left sidebar." msgstr "" #: ../content/agent/customers/customer-administration.rst:37 msgid "Add Customer Screen" msgstr "" #: ../content/agent/customers/customer-administration.rst:41 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/agent/customers/customer-administration.rst:44 #: ../content/agent/customers/customer-user-information-center.rst:55 msgid "To edit a customer:" msgstr "" #: ../content/agent/customers/customer-administration.rst:46 msgid "Click on a customer in the list of customers." msgstr "" #: ../content/agent/customers/customer-administration.rst:48 #: ../content/agent/customers/customer-information-center.rst:65 #: ../content/agent/customers/customer-user-administration.rst:60 #: ../content/agent/customers/customer-user-information-center.rst:59 #: ../content/agent/reports/reports.rst:34 #: ../content/agent/reports/statistics.rst:49 #: ../content/agent/reports/statistics.rst:62 msgid "Click on the *Save* or *Save and finish* button." msgstr "" #: ../content/agent/customers/customer-administration.rst:53 msgid "Edit Customer Screen" msgstr "" #: ../content/agent/customers/customer-administration.rst:55 msgid "To find a customer:" msgstr "" #: ../content/agent/customers/customer-administration.rst:57 #: ../content/agent/customers/customer-user-administration.rst:69 msgid "Enter a search term to the search box in the left sidebar." msgstr "" #: ../content/agent/customers/customer-administration.rst:58 #: ../content/agent/customers/customer-user-administration.rst:70 msgid "Click on the magnifying glass icon in the right part of the field or hit an ``Enter``." msgstr "" #: ../content/agent/customers/customer-administration.rst:62 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/agent/customers/customer-administration.rst:67 msgid "Customer Settings" msgstr "" #: ../content/agent/customers/customer-administration.rst:74 msgid "Customer ID \\*" msgstr "" #: ../content/agent/customers/customer-administration.rst:73 msgid "The internal name of the customer. Should contain only letters, numbers and some special characters." msgstr "" #: ../content/agent/customers/customer-administration.rst:79 #: ../content/agent/customers/customer-user-administration.rst:128 msgid "Customer \\*" msgstr "" #: ../content/agent/customers/customer-administration.rst:82 #: ../content/agent/customers/customer-user-administration.rst:140 msgid "Street" msgstr "" #: ../content/agent/customers/customer-administration.rst:82 #: ../content/agent/customers/customer-user-administration.rst:140 msgid "The street name of the customer." msgstr "" #: ../content/agent/customers/customer-administration.rst:85 #: ../content/agent/customers/customer-user-administration.rst:143 msgid "Zip" msgstr "" #: ../content/agent/customers/customer-administration.rst:85 #: ../content/agent/customers/customer-user-administration.rst:143 msgid "The zip code of the customer." msgstr "" #: ../content/agent/customers/customer-administration.rst:88 #: ../content/agent/customers/customer-user-administration.rst:146 msgid "City" msgstr "" #: ../content/agent/customers/customer-administration.rst:88 #: ../content/agent/customers/customer-user-administration.rst:146 msgid "The headquarter city of the customer." msgstr "" #: ../content/agent/customers/customer-administration.rst:92 #: ../content/agent/customers/customer-user-administration.rst:149 msgid "Country" msgstr "" #: ../content/agent/customers/customer-administration.rst:91 msgid "The country of the customer. Choose a country from the list." msgstr "" #: ../content/agent/customers/customer-administration.rst:95 msgid "URL" msgstr "" #: ../content/agent/customers/customer-administration.rst:95 msgid "The web page or other URL of the customer." msgstr "" #: ../content/agent/customers/customer-administration.rst:99 #: ../content/agent/customers/customer-user-administration.rst:153 #: ../content/agent/faq/new.rst:68 msgid "Comment" msgstr "" #: ../content/agent/customers/customer-administration.rst:98 #: ../content/agent/customers/customer-user-administration.rst:152 #: ../content/agent/faq/category-management.rst:78 #: ../content/agent/reports/reports.rst:69 #: ../content/agent/reports/statistics.rst:119 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/agent/customers/customer-administration.rst:103 #: ../content/agent/customers/customer-user-administration.rst:157 #: ../content/agent/reports/reports.rst:76 #: ../content/agent/reports/statistics.rst:151 msgid "Validity \\*" msgstr "" #: ../content/agent/customers/customer-administration.rst:102 #: ../content/agent/customers/customer-user-administration.rst:156 #: ../content/agent/faq/category-management.rst:73 #: ../content/agent/faq/new.rst:44 ../content/agent/reports/reports.rst:73 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/agent/customers/customer-information-center.rst:2 msgid "Customer Information Center" msgstr "" #: ../content/agent/customers/customer-information-center.rst:4 msgid "Customer information center is a dashboard, which displays all relevant tickets and customer users of a customer. This dashboard has the same purpose as the agent dashboard: to see all relevant information at a glance." msgstr "" #: ../content/agent/customers/customer-information-center.rst:7 msgid "Use this screen to access the customer dashboard. The dashboard is available in the *Customer Information Center* menu item of the *Customers* menu." msgstr "" #: ../content/agent/customers/customer-information-center.rst:12 msgid "Manage Customer Tickets" msgstr "" #: ../content/agent/customers/customer-information-center.rst:14 msgid "Clicking on the *Customer Information Center* menu item will open a search dialog to search for a customer or a customer user. At least two characters need to be entered here." msgstr "" #: ../content/agent/customers/customer-information-center.rst:20 msgid "Customer or Customer User Search Dialog" msgstr "" #: ../content/agent/customers/customer-information-center.rst:24 msgid "Usage of wildcards (\\*) is also possible. Enter two asterisks (\\*\\*) to list all customers or customer users." msgstr "" #: ../content/agent/customers/customer-information-center.rst:27 msgid "After a customer or a customer user is selected, the *Customer Information Center* dashboard will be opened. The dashboard contains many widgets." msgstr "" #: ../content/agent/customers/customer-information-center.rst:32 #: ../content/agent/customers/customer-user-information-center.rst:32 msgid "The order of the widgets can be rearranged by drag and drop, and the widgets can be removed with the close icon on the top right corner of each widget." msgstr "" #: ../content/agent/customers/customer-information-center.rst:36 #: ../content/agent/customers/customer-user-information-center.rst:36 msgid "See chapter :doc:`../dashboard/index` for more detailed explanation of managing widgets." msgstr "" #: ../content/agent/customers/customer-information-center.rst:41 msgid "Customer Information Center Dashboard" msgstr "" #: ../content/agent/customers/customer-information-center.rst:45 msgid "Customer Information Center Content Widgets" msgstr "" #: ../content/agent/customers/customer-information-center.rst:47 msgid "The *Customer Users* widget is used to list all customer users belong to the customer. It is possible to add or edit customer users, see the details and create tickets directly from the widget." msgstr "" #: ../content/agent/customers/customer-information-center.rst:53 msgid "Customer Users Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:55 msgid "To add a new customer user:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:57 msgid "Click on the *Add Customer User* button in the top of the widget." msgstr "" #: ../content/agent/customers/customer-information-center.rst:61 #: ../content/agent/customers/customer-user-administration.rst:56 msgid "To edit a customer user:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:63 #: ../content/agent/customers/customer-user-information-center.rst:57 msgid "Click on the pencil icon in the last column of the table." msgstr "" #: ../content/agent/customers/customer-information-center.rst:67 msgid "To see the details of a customer user:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:69 msgid "Click on the name of a customer user." msgstr "" #: ../content/agent/customers/customer-information-center.rst:70 msgid "See the customer and all relevant tickets in the :doc:`customer-user-information-center`." msgstr "" #: ../content/agent/customers/customer-information-center.rst:72 msgid "To create new ticket for a customer user:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:74 msgid "Click on the *Create* link in the *Phone Ticket* or *Email Ticket* column." msgstr "" #: ../content/agent/customers/customer-information-center.rst:75 msgid "Follow the instruction in :doc:`../tickets/new-phone-ticket` or in :doc:`../tickets/new-email-ticket` screen." msgstr "" #: ../content/agent/customers/customer-information-center.rst:77 msgid "To search for tickets of a customer user:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:79 #: ../content/agent/customers/customer-user-information-center.rst:68 msgid "Click on the numbers in the *Open* or *Closed* column." msgstr "" #: ../content/agent/customers/customer-information-center.rst:80 #: ../content/agent/customers/customer-user-information-center.rst:69 msgid "Find the needed ticket in the new screen." msgstr "" #: ../content/agent/customers/customer-information-center.rst:82 msgid "The following widgets display tickets related to a customer." msgstr "" #: ../content/agent/customers/customer-information-center.rst:84 #: ../content/agent/customers/customer-user-information-center.rst:73 msgid "Each ticket widget has an own filter for displaying:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:86 #: ../content/agent/customers/customer-user-information-center.rst:77 #: ../content/agent/dashboard/index.rst:77 msgid "My locked tickets: tickets which are locked by the current agent." msgstr "" #: ../content/agent/customers/customer-information-center.rst:87 #: ../content/agent/customers/customer-user-information-center.rst:78 #: ../content/agent/dashboard/index.rst:80 msgid "Tickets in My Queues: tickets which are in queues selected in :doc:`../avatar/personal-preferences`." msgstr "" #: ../content/agent/customers/customer-information-center.rst:88 #: ../content/agent/customers/customer-user-information-center.rst:79 #: ../content/agent/dashboard/index.rst:82 msgid "All tickets: all tickets in this kind of widget." msgstr "" #: ../content/agent/customers/customer-information-center.rst:90 #: ../content/agent/customers/customer-user-information-center.rst:81 #: ../content/agent/dashboard/index.rst:133 msgid "The *Reminder Tickets* widget lists the pending tickets. Pending tickets are set for later work by the agent, and the reminder time is going to expire soon." msgstr "" #: ../content/agent/customers/customer-information-center.rst:96 #: ../content/agent/customers/customer-user-information-center.rst:87 #: ../content/agent/dashboard/index.rst:139 msgid "Reminder Tickets Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:98 msgid "The *Escalated Tickets* widget lists the escalated tickets. Escalated tickets are after the time set in service level agreement, and therefore need to be worked on them immediately." msgstr "" #: ../content/agent/customers/customer-information-center.rst:104 #: ../content/agent/customers/customer-user-information-center.rst:95 #: ../content/agent/dashboard/index.rst:147 msgid "Escalated Tickets Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:106 #: ../content/agent/customers/customer-user-information-center.rst:97 #: ../content/agent/dashboard/index.rst:149 msgid "The *New Tickets* widget lists the recently created tickets. New tickets are not handled by an agent yet." msgstr "" #: ../content/agent/customers/customer-information-center.rst:112 #: ../content/agent/customers/customer-user-information-center.rst:103 #: ../content/agent/dashboard/index.rst:155 msgid "New Tickets Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:114 #: ../content/agent/customers/customer-user-information-center.rst:105 #: ../content/agent/dashboard/index.rst:157 msgid "The *Open Tickets* widget lists the open tickets. Open tickets represent the current work done by the agent." msgstr "" #: ../content/agent/customers/customer-information-center.rst:120 #: ../content/agent/customers/customer-user-information-center.rst:111 #: ../content/agent/dashboard/index.rst:163 msgid "Open Tickets Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:124 msgid "Customer Information Center Sidebar Widgets" msgstr "" #: ../content/agent/customers/customer-information-center.rst:126 msgid "The following widgets are located on the right sidebar. There is a *Settings* widget to turn other widgets on or off, and some information widgets are also displayed here." msgstr "" #: ../content/agent/customers/customer-information-center.rst:129 #: ../content/agent/customers/customer-user-information-center.rst:120 #: ../content/agent/dashboard/index.rst:231 msgid "The *Settings* widget lists all available widgets on the screen." msgstr "" #: ../content/agent/customers/customer-information-center.rst:134 #: ../content/agent/customers/customer-user-information-center.rst:125 #: ../content/agent/dashboard/index.rst:236 msgid "Settings Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:136 #: ../content/agent/customers/customer-user-information-center.rst:127 #: ../content/agent/dashboard/index.rst:238 msgid "To turn on or off a widget:" msgstr "" #: ../content/agent/customers/customer-information-center.rst:138 #: ../content/agent/customers/customer-user-information-center.rst:129 #: ../content/agent/dashboard/index.rst:240 msgid "Expand the *Settings* widget in the right sidebar by clicking on its header bar." msgstr "" #: ../content/agent/customers/customer-information-center.rst:139 #: ../content/agent/customers/customer-user-information-center.rst:130 #: ../content/agent/dashboard/index.rst:241 msgid "Modify the checked state of a checkbox." msgstr "" #: ../content/agent/customers/customer-information-center.rst:140 #: ../content/agent/customers/customer-user-information-center.rst:131 #: ../content/agent/dashboard/index.rst:90 #: ../content/agent/dashboard/index.rst:96 #: ../content/agent/dashboard/index.rst:242 msgid "Click on the *Save settings* button." msgstr "" #: ../content/agent/customers/customer-information-center.rst:142 msgid "The *Company Status* widget displays the number of tickets of the current customer categorized by state." msgstr "" #: ../content/agent/customers/customer-information-center.rst:147 msgid "Company Status Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:149 #: ../content/agent/customers/customer-user-information-center.rst:140 msgid "The *Customer Information* widget displays information about the current customer." msgstr "" #: ../content/agent/customers/customer-information-center.rst:154 #: ../content/agent/customers/customer-user-information-center.rst:145 #: ../content/agent/tickets/ticket-zoom.rst:636 msgid "Customer Information Widget" msgstr "" #: ../content/agent/customers/customer-information-center.rst:158 msgid "Customer information can be changed in :doc:`customer-administration`." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:9 msgid "Customer User Administration" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:11 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/agent/customers/customer-user-administration.rst:14 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/agent/customers/customer-user-administration.rst:17 msgid "Use this screen to add a 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 User Administration* menu item of the *Customers* menu." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:24 msgid "Customer User Management Screen" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:28 msgid "Manage Customer Users" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:32 msgid "A customer user can only be added to the system when at least one customer exists. Create a customer in :doc:`customer-administration` first." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:37 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/agent/customers/customer-user-administration.rst:40 msgid "To add a customer user:" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:42 msgid "Click on the *Add Customer User* button in the left sidebar." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:49 msgid "Add Customer User Screen" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:53 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/agent/customers/customer-user-administration.rst:58 msgid "Click on a customer user in the list of customer users." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:65 msgid "Edit Customer User Screen" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:67 msgid "To find a customer user:" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:74 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/agent/customers/customer-user-administration.rst:77 msgid "The customer user permissions can be controlled by adding a customer or a customer user to 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/agent/customers/customer-user-administration.rst:84 msgid "Effective Permissions for Customer User Widget" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:88 msgid "Customer group support needs to be enabled to use this feature. Please contact your administrator." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:93 msgid "Only administrators can add customer users to groups." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:97 msgid "Customer User Settings" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:104 msgid "These are the default fields available for the internal database table." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:107 msgid "Title or salutation" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:107 msgid "Some name prefix can be added here like *Mr.*, *Dr.*, *Jr.*, etc." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:110 msgid "Firstname \\*" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:110 msgid "The first name of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:113 msgid "Lastname \\*" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:113 msgid "The last name of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:116 msgid "Username \\*" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:116 msgid "The username of the customer user to login to the system." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:120 msgid "Password" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:119 msgid "The password of the customer user. This will be auto-generated if left empty." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:123 msgid "Email \\*" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:123 msgid "The email address of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:126 msgid "The customer company the customer user belongs to. Select a customer from the list. Customers can be added in :doc:`customer-administration`." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:131 msgid "Phone" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:131 msgid "The phone number of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:134 msgid "Fax" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:134 msgid "The fax number of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:137 msgid "Mobile" msgstr "" #: ../content/agent/customers/customer-user-administration.rst:137 msgid "The cellphone number of the customer user." msgstr "" #: ../content/agent/customers/customer-user-administration.rst:149 msgid "The country of the customer user." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:2 msgid "Customer User Information Center" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:4 msgid "Customer user information center is a dashboard, which displays all relevant tickets and customers of a customer user. This dashboard has the same purpose as the agent dashboard: to see all relevant information at a glance." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:7 msgid "Use this screen to access the customer user dashboard. The dashboard is available in the *Customer User Information Center* menu item of the *Customers* menu." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:12 msgid "Manage Customer User Tickets" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:14 msgid "Clicking on the *Customer User Information Center* menu item will open a search dialog to search a customer user. At least two characters need to be entered here." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:20 msgid "Customer User Search Dialog" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:24 #: ../content/agent/tickets/new-email-ticket.rst:21 #: ../content/agent/tickets/new-phone-ticket.rst:20 #: ../content/agent/tickets/ticket-zoom.rst:217 #: ../content/agent/tickets/ticket-zoom.rst:508 #: ../content/agent/tickets/ticket-zoom.rst:562 msgid "Usage of wildcards (\\*) is also possible. Enter two asterisks (\\*\\*) to list all customer users." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:27 msgid "After a customer user is selected, the *Customer User Information Center* dashboard will be opened. The dashboard contains many widgets." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:41 msgid "Customer User Information Center Dashboard" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:45 msgid "Customer User Information Center Content Widgets" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:47 msgid "The *Customer IDs* widget is used to list all customers to whom the customer user belongs to. It is possible to edit the customer and see the details directly from the widget." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:53 msgid "Customer IDs Widget" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:61 msgid "To see the details of a customer:" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:63 msgid "Click on the name of a customer." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:64 msgid "See the customer users and all relevant tickets in the :doc:`customer-information-center`." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:66 msgid "To search for tickets of a customer:" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:71 msgid "The following widgets display tickets related to a customer user." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:75 msgid "Assigned to customer user: tickets which are assigned to the customer user." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:76 msgid "Accessible for customer user: tickets which are accessible for customer user." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:89 #: ../content/agent/dashboard/index.rst:141 msgid "The *Escalated Tickets* widget lists the escalated tickets. Escalated tickets are after the time set in service level agreement, and therefore needs to be worked on them immediately." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:115 msgid "Customer User Information Center Sidebar Widgets" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:117 #: ../content/agent/dashboard/index.rst:228 msgid "The following widgets are located on the right sidebar. There is a *Settings* widget to turn other widgets on or off, and some information widgets also displayed here." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:133 msgid "The *Customer User Information* widget displays information about the current customer user." msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:138 msgid "Customer User Information Widget" msgstr "" #: ../content/agent/customers/customer-user-information-center.rst:149 msgid "Customer user information can be changed in :doc:`customer-user-administration`." msgstr "" #: ../content/agent/dashboard/index.rst:2 msgid "Dashboard" msgstr "" #: ../content/agent/dashboard/index.rst:4 msgid "After login to the agent interface, the dashboard will be displayed. The dashboard is the main overview screen for agents. It is designed to be the starting point for an agent’s daily work." msgstr "" #: ../content/agent/dashboard/index.rst:11 msgid "Agent Dashboard" msgstr "" #: ../content/agent/dashboard/index.rst:13 msgid "One of the most important features about the dashboard is that is completely customizable. That means that you can configure each part as you want, showing or hiding elements. It is even possible to relocate these elements within the same column by clicking on and dragging the header of an element, and dropping them elsewhere. Each element is named *widget*. The system has some widgets ready to use out of the box, but the modular design of the dashboard screen is prepared to integrate custom widgets easily." msgstr "" #: ../content/agent/dashboard/index.rst:19 msgid "The content of this screen is arranged in two main columns, on the left column you normally can see information about tickets classified by their states like: reminder, escalated, new, and open. On each of these widgets you can filter the results to see all of the tickets that you are allowed to access, tickets you have locked, the ones that are located in agent defined queues, among other filters. There are also other kind of widgets in this column and they are all described below." msgstr "" #: ../content/agent/dashboard/index.rst:25 msgid "Header and Main Menu" msgstr "" #: ../content/agent/dashboard/index.rst:27 msgid "Like every other screen in the agent interface, the dashboard has a header and a main menu." msgstr "" #: ../content/agent/dashboard/index.rst:32 msgid "Dashboard Header" msgstr "" #: ../content/agent/dashboard/index.rst:34 msgid "The header consists of three parts." msgstr "" #: ../content/agent/dashboard/index.rst:37 msgid "Avatar image" msgstr "" #: ../content/agent/dashboard/index.rst:37 msgid "The :doc:`../avatar` and the :doc:`../avatar/logout` possibilities." msgstr "" #: ../content/agent/dashboard/index.rst:61 msgid "Toolbar icons" msgstr "" #: ../content/agent/dashboard/index.rst:40 msgid "Icons with numbers indicating some ticket actions with the number of related tickets. The icons and search boxes are not activated by default." msgstr "" #: ../content/agent/dashboard/index.rst:45 msgid "Icons and search boxes can be activated in settings under *Frontend* → *Agent* → *Toolbar*." msgstr "" #: ../content/agent/dashboard/index.rst:47 msgid "The last icon is the chat availability status." msgstr "" #: ../content/agent/dashboard/index.rst:51 msgid "System configuration ``ChatEngine::Active`` needs to be activated to use this feature." msgstr "" #: ../content/agent/dashboard/index.rst:53 msgid "The chat availability status icon is a three-way switch, and can be changed by clicking." msgstr "" #: ../content/agent/dashboard/index.rst:55 msgid "Empty circle: unavailable for chats." msgstr "" #: ../content/agent/dashboard/index.rst:56 msgid "Empty circle with tick sign: available for internal (agent to agent) chats." msgstr "" #: ../content/agent/dashboard/index.rst:57 msgid "Filled circle with tick sign: available for internal (agent to agent) and external (customer to agent, public to agent) chats." msgstr "" #: ../content/agent/dashboard/index.rst:61 msgid "The chat availability status will be changed from external chats to internal chats each time an agent logs in to OTOBO again." msgstr "" #: ../content/agent/dashboard/index.rst:64 msgid "Main menu" msgstr "" #: ../content/agent/dashboard/index.rst:64 msgid "The main menu of the agent interface." msgstr "" #: ../content/agent/dashboard/index.rst:66 msgid "The dashboard displays so called *widgets*. A widget is a box, that consists of a header, a filter and a data table. Each widget can be moved with drag and drop, and can have own settings." msgstr "" #: ../content/agent/dashboard/index.rst:73 msgid "Dashboard Widgets" msgstr "" #: ../content/agent/dashboard/index.rst:75 msgid "Each ticket widget has own filter for displaying:" msgstr "" #: ../content/agent/dashboard/index.rst:78 msgid "My watched tickets: tickets that the agent has in his/her watched list (requires ``Ticket::Watcher`` setting to be turned on)." msgstr "" #: ../content/agent/dashboard/index.rst:79 msgid "My responsibilities: tickets that the agent is set as responsible (requires ``Ticket::Responsible`` setting to be turned on)." msgstr "" #: ../content/agent/dashboard/index.rst:81 msgid "Tickets in My Services: tickets that are assigned to services selected in :doc:`../avatar/personal-preferences`." msgstr "" #: ../content/agent/dashboard/index.rst:84 msgid "The numbers indicate the number of tickets in each filter term." msgstr "" #: ../content/agent/dashboard/index.rst:86 msgid "To add new widgets:" msgstr "" #: ../content/agent/dashboard/index.rst:88 #: ../content/agent/dashboard/index.rst:94 msgid "Click on the *Settings* widget in the right sidebar to expand it." msgstr "" #: ../content/agent/dashboard/index.rst:89 msgid "Select the widgets you want to add." msgstr "" #: ../content/agent/dashboard/index.rst:92 msgid "To remove widgets:" msgstr "" #: ../content/agent/dashboard/index.rst:95 msgid "Deselect the widgets you want to remove." msgstr "" #: ../content/agent/dashboard/index.rst:100 msgid "You can also remove a widget, if you hover the mouse over the widget header and click on the *×* on the top right corner to close the widget." msgstr "" #: ../content/agent/dashboard/index.rst:102 msgid "To move widgets:" msgstr "" #: ../content/agent/dashboard/index.rst:104 msgid "Click on the widget header and hold down the mouse button." msgstr "" #: ../content/agent/dashboard/index.rst:105 msgid "Drag the widget to the desired position." msgstr "" #: ../content/agent/dashboard/index.rst:106 msgid "Drop the widget by releasing the mouse button." msgstr "" #: ../content/agent/dashboard/index.rst:108 msgid "Widgets can have own settings. To configure a widget:" msgstr "" #: ../content/agent/dashboard/index.rst:111 msgid "Hover the mouse over the widget header." msgstr "" #: ../content/agent/dashboard/index.rst:112 msgid "Click on the gear icon in the top right corner." msgstr "" #: ../content/agent/dashboard/index.rst:113 msgid "Change the number and set the visible columns by drag and drop." msgstr "" #: ../content/agent/dashboard/index.rst:114 msgid "Click on the *Save Changes* button." msgstr "" #: ../content/agent/dashboard/index.rst:119 msgid "Widget Settings" msgstr "" #: ../content/agent/dashboard/index.rst:127 msgid "Dashboard Content Widgets" msgstr "" #: ../content/agent/dashboard/index.rst:131 msgid "The widgets can be different depending on the installed packages and system configuration settings." msgstr "" #: ../content/agent/dashboard/index.rst:165 msgid "The *Running Process Tickets* widget lists the process tickets, that are started, but not finished yet." msgstr "" #: ../content/agent/dashboard/index.rst:170 msgid "Running Process Tickets Widget" msgstr "" #: ../content/agent/dashboard/index.rst:172 msgid "The *Ticket Queue Overview* widget gives an overview as a ticket count matrix, where the rows represent queues and the columns represent the ticket states. Each cell displays the number of tickets in a defined state that belongs to a particular queue." msgstr "" #: ../content/agent/dashboard/index.rst:178 msgid "Ticket Queue Overview Widget" msgstr "" #: ../content/agent/dashboard/index.rst:180 msgid "The *Events Ticket Calendar* widget displays tickets in a calendar, but this widget does not work out-of-the-box." msgstr "" #: ../content/agent/dashboard/index.rst:182 msgid "To display the tickets in this calendar, the following settings need to be set by an **admin user**:" msgstr "" #: ../content/agent/dashboard/index.rst:184 msgid "Create the following dynamic fields:" msgstr "" #: ../content/agent/dashboard/index.rst:187 msgid "Object" msgstr "" #: ../content/agent/dashboard/index.rst:187 #: ../content/agent/reports/statistics.rst:204 msgid "Type" msgstr "" #: ../content/agent/dashboard/index.rst:187 #: ../content/agent/elasticsearch/elasticsearch.rst:105 msgid "Name" msgstr "" #: ../content/agent/dashboard/index.rst:187 msgid "Label" msgstr "" #: ../content/agent/dashboard/index.rst:189 #: ../content/agent/dashboard/index.rst:191 msgid "Date / Time" msgstr "" #: ../content/agent/dashboard/index.rst:189 msgid "``TicketCalendarStartTime``" msgstr "" #: ../content/agent/dashboard/index.rst:189 msgid "Calendar Start Time" msgstr "" #: ../content/agent/dashboard/index.rst:191 msgid "``TicketCalendarEndTime``" msgstr "" #: ../content/agent/dashboard/index.rst:191 msgid "Calendar End Time" msgstr "" #: ../content/agent/dashboard/index.rst:194 msgid "Navigate to *Frontend* → *Agent* → *View* and select a view to add the dynamic field to." msgstr "" #: ../content/agent/dashboard/index.rst:196 msgid "For example add these dynamic fields to *New Phone Ticket* screen and *New Email Ticket* screen to set the dates at ticket creation time, or to *Ticket Free Fields* screen to set the dates for existing ticket in the *Miscellaneous* → *Free Fields* menu item of the :doc:`../tickets/ticket-zoom` screen." msgstr "" #: ../content/agent/dashboard/index.rst:198 msgid "``Ticket::Frontend::AgentTicketPhone###DynamicField``" msgstr "" #: ../content/agent/dashboard/index.rst:200 #: ../content/agent/dashboard/index.rst:205 #: ../content/agent/dashboard/index.rst:210 msgid "``TicketCreateStartTime`` → *1 – Enabled*" msgstr "" #: ../content/agent/dashboard/index.rst:201 #: ../content/agent/dashboard/index.rst:206 #: ../content/agent/dashboard/index.rst:211 msgid "``TicketCreateEndTime`` → *1 – Enabled*" msgstr "" #: ../content/agent/dashboard/index.rst:203 msgid "``Ticket::Frontend::AgentTicketEmail###DynamicField``" msgstr "" #: ../content/agent/dashboard/index.rst:208 msgid "``Ticket::Frontend::AgentTicketFreeText###DynamicField``" msgstr "" #: ../content/agent/dashboard/index.rst:213 msgid "Add more queues to ``DashboardEventsTicketCalendar###Queues`` setting (default is *Raw* queue only)." msgstr "" #: ../content/agent/dashboard/index.rst:215 msgid "If the dynamic fields contain values for the tickets, the tickets are displayed in the widget." msgstr "" #: ../content/agent/dashboard/index.rst:217 msgid "Hover the mouse over an entry to see the details of the ticket, or click on it to open the ticket in the :doc:`../tickets/ticket-zoom` screen." msgstr "" #: ../content/agent/dashboard/index.rst:222 msgid "Events Ticket Calendar Widget" msgstr "" #: ../content/agent/dashboard/index.rst:226 msgid "Dashboard Sidebar Widgets" msgstr "" #: ../content/agent/dashboard/index.rst:244 msgid "The *7 Day Stats* widget displays the number of created and closed tickets in the last seven days." msgstr "" #: ../content/agent/dashboard/index.rst:249 msgid "7 Day Stats Widget" msgstr "" #: ../content/agent/dashboard/index.rst:251 msgid "The *Upcoming Events* widget displays entries from the :doc:`../calendar`." msgstr "" #: ../content/agent/dashboard/index.rst:256 msgid "Upcoming Events Widget" msgstr "" #: ../content/agent/dashboard/index.rst:258 msgid "The *Out Of Office* widget displays the agents, who are currently out of office. This information can be set in the *User Profile* module of the :doc:`../avatar/personal-preferences`." msgstr "" #: ../content/agent/dashboard/index.rst:263 msgid "If currently no agents are out of office, this widget is not displayed." msgstr "" #: ../content/agent/dashboard/index.rst:268 msgid "Out Of Office Widget" msgstr "" #: ../content/agent/dashboard/index.rst:270 #: ../content/agent/faq/explorer.rst:51 msgid "The *Latest updated FAQ articles* widget displays the FAQ articles, that are updated recently." msgstr "" #: ../content/agent/dashboard/index.rst:275 msgid "Latest Updated FAQ Articles Widget" msgstr "" #: ../content/agent/dashboard/index.rst:277 #: ../content/agent/faq/explorer.rst:49 msgid "The *Latest created FAQ articles* widget displays the FAQ articles, that are created recently." msgstr "" #: ../content/agent/dashboard/index.rst:282 msgid "Latest Created FAQ Articles Widget" msgstr "" #: ../content/agent/dashboard/index.rst:284 msgid "The *Logged-In Users* widget displays the currently online agents and customer users." msgstr "" #: ../content/agent/dashboard/index.rst:289 msgid "Logged-In Users Widget" msgstr "" #: ../content/agent/dashboard/index.rst:291 msgid "The *OTOBO News* widget displays news from an RSS feed." msgstr "" #: ../content/agent/dashboard/index.rst:295 msgid "To change the RSS feed source, see ``DashboardBackend###0410-RSS`` setting." msgstr "" #: ../content/agent/dashboard/index.rst:300 msgid "OTOBO News Widget" msgstr "" #: ../content/agent/dashboard/index.rst:302 msgid "The *Appointments* widget displays the appointments for today, tomorrow and for this week." msgstr "" #: ../content/agent/dashboard/index.rst:304 msgid "Click on the *Add Appointment* button to open the :doc:`../calendar/new-appointment` dialog." msgstr "" #: ../content/agent/dashboard/index.rst:309 msgid "Appointments Widget" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:2 msgid "Elasticsearch" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:4 msgid "Search with Elasticsearch is especially useful when:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:6 msgid "the exact search terms are not known" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:7 msgid "results are needed based on partial or approximate terms" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:8 msgid "large amounts of information must be searched" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:9 msgid "faster and more relevant results are required" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:11 msgid "For example, an item can be found even if:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:13 msgid "only part of the name is entered" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:14 msgid "small spelling mistakes are made" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:15 msgid "similar words are used" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:17 msgid "Use this input box to search for something using the Elasticsearch's powerful features." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:22 msgid "Elasticsearch Input Box" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:24 msgid "If the search has results, a new pop-up screen will open. The *Search Results* screen is available by pressing the *Enter* key in the input box." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:30 msgid "Elasticsearch Results Screen" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:33 msgid "By default, Elasticsearch uses a greedy wildcard search. As long as one or more simple search terms are entered, it will perform a greedy match as if they were surrounded with wildcard asterixes ('*')." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:36 msgid "When Extended Syntax is used, the search behavior is no longer greedy by default." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:38 msgid "This occurs when any of the following are present:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:40 msgid "Boolean operators: ``AND``, ``OR``, ``NOT``" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:41 msgid "Parentheses used to group Boolean expressions" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:42 msgid "Field-specific search using ``:`` to specify the field to search in" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:46 msgid "Boolean operators may be used in the extended syntax. Always write Boolean operators in capital letters." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:49 msgid "In these cases, the search does not automatically perform wildcard (``*``) matching." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:51 msgid "To restore greedy behavior, asterisks (``*``) can be manually added to the query string. Example queries using the Extended Search syntax:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:66 msgid "Available Search Terms" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:68 msgid "A default installation of OTOBO with Elasticsearch enabled comes with the following available fields that can be searched for using the extended search syntax:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:70 msgid "**Ticket:**" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:72 #: ../content/agent/reports/reports.rst:112 #: ../content/agent/reports/statistics.rst:168 msgid "Title" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:73 msgid "TicketNumber" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:74 msgid "From (Article)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:75 msgid "To (Article)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:76 msgid "Body (Article)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:77 msgid "Subject (Article)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:78 msgid "Filename (Attachment)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:79 msgid "Content (Attachment)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:82 msgid "**CustomerCompany:**" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:84 msgid "CustomerID" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:85 msgid "CompanyName" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:86 msgid "CompanyURL" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:87 msgid "CompanyStreet" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:88 msgid "CompanyZIP" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:89 msgid "CompanyCity" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:90 msgid "CompanyCountry" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:91 msgid "CompanyComment" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:94 msgid "**CustomerUser:**" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:96 msgid "Firstname" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:97 msgid "Lastname" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:98 msgid "Email" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:99 msgid "Login" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:100 msgid "UserCustomerID" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:103 msgid "**ConfigItem:**" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:106 #: ../content/agent/reports/statistics.rst:159 msgid "Number" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:109 msgid "**FAQ (with FAQ module):**" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:111 msgid "Title (FAQ)" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:112 msgid "Keywords" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:113 #: ../content/agent/faq/new.rst:60 msgid "Symptom" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:114 #: ../content/agent/faq/new.rst:63 msgid "Problem" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:115 #: ../content/agent/faq/new.rst:66 msgid "Solution" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:117 msgid "Note: For historical reasons, the search fields 'Symptom', 'Problem', and 'Solution' are named 'Field1', 'Field2', and 'Field3' internally. 'Symptom', 'Problem', and 'Solution' will thus be translated behind the scenes." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:121 msgid "Note: As 'Title' is also a valid search term for Ticket, a pseudo search term 'FAQ' is available so that it will search only for FAQ titles." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:126 msgid "DynamicFields" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:128 msgid "Dynamic fields can be searched using their full name:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:130 msgid "As an example, a DynamicField named ``DynamicField_ExampleText`` could be queried like this:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:132 msgid "``DynamicField_ExampleText:SomeValue*``" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:134 msgid "A shortcut exists:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:136 msgid "``@ExampleText:SomeValue*``" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:140 msgid "Search Parameters" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:142 msgid "The query string consists of *terms* and *operators*. A term can be a single word or a phrase surrounded by double quotes. Operators allow to customize the search." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:149 msgid "Single word" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:147 msgid "If the query string is a single word (for example ``quick`` or ``brown``), then OTOBO searches for all items containing the given word." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:149 msgid "If two or more words are given in the query string (for example ``quick brown``), then OTOBO searches for all items containing the word ``quick`` **or** ``brown``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:152 msgid "Phrase surrounded by double quotes" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:152 msgid "If the query string contains a phrase surrounded by double quotes (for example ``\"quick brown\"``), then OTOBO searches for all items containing the words in the phrase in the same order." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:159 msgid "Wildcards" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:155 msgid "The question mark ``?`` replaces a single character, and the asterisk ``*`` replaces zero or more characters (for example ``qu?ck bro*``)." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:159 msgid "Wildcard queries can lead to performance issues because many terms need to be queried to match the query string." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:166 msgid "Regular expressions" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:162 msgid "Regular expression patterns can be embedded in the query string by wrapping them in slashes (for example ``/joh?n(ath[oa]n)/``)." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:166 msgid "The supported regular expression syntax is explained in `Regular expression syntax `__ chapter of the Elasticsearch documentation." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:174 msgid "Fuzziness" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:169 msgid "It is possible to search for terms that are similar to, but not exactly like the given search terms, using the *fuzzy* operator (for example ``quikc~ brwn~ foks~``)." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:171 msgid "The default fuzziness level is 2, but a level 1 should be sufficient to detect about 80% of misspellings. It can be specified as ``quikc~1``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:174 msgid "Fuzziness can be disabled with ``quikc~0`` which will not consider spelling errors." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:180 msgid "Proximity" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:177 msgid "A query string like ``\"quick fox\"`` searches the words in exactly the same order, but the proximity search allows some other words to be included between the given words (for example ``\"fox quick\"~5``)." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:179 msgid "This operator specifies the maximum edit distance of words. The phrase *quick fox* would be considered more relevant than *quick brown fox*." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:184 msgid "Ranges" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:183 msgid "The query string can contain ranges for date, numeric or string fields. Inclusive ranges are specified with square brackets ``[min TO max]`` and exclusive ranges are specified with curly brackets ``{min TO max}``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:190 msgid "Boosting" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:187 msgid "The *boost* operator ``^`` can be used to make one term more relevant than another. For example, the query string ``quick^2 fox``, finds all documents about foxes, but with special interest in quick foxes." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:190 msgid "Boosts can also be used for phrases or groups, for example ``\"quick fox\"^2 AND (brown lazy)^4``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:205 msgid "Boolean operators" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:193 msgid "The query string ``quick brown fox`` searches for all items containing one or more of the specified words." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:195 msgid "The preferred operators are ``+`` (term must be present) and ``-`` (term must not be present). All other terms are optional." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:198 msgid "For example if the query string is ``quick brown +fox -news`` then it means:" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:200 msgid "``fox`` must be present." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:201 msgid "``news`` must not be present." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:202 msgid "``quick`` and ``brown`` are optional." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:204 msgid "The well known logical operators ``AND``, ``OR`` and ``NOT`` (or ``&&``, ``||`` and ``!``) are also supported. The query string ``((quick AND fox) OR (brown AND fox) OR fox) AND NOT news`` is identical with the previous example." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:208 msgid "Grouping" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:208 msgid "Changing the precedence with parentheses is possible, as in ``(quick OR brown) AND fox``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:215 msgid "Reserved characters" msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:211 msgid "There are some reserved characters which function as operators, and they can not be used in search queries. These reserved characters are: ``+ - = && || > < ! ( ) { } [ ] ^ \" ~ * ? : \\ /``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:214 msgid "If any of these characters need to be used in search queries, then they must be escapes with a leading backslash. For example to search for the term *(1+1)=2*, it is required the query string ``\\(1\\+1\\)\\=2``." msgstr "" #: ../content/agent/elasticsearch/elasticsearch.rst:219 msgid "More information can be found in the `Query string syntax `__ chapter of the Elasticsearch documentation." msgstr "" #: ../content/agent/faq.rst:2 msgid "FAQ" msgstr "" #: ../content/agent/faq.rst:4 msgid "FAQ articles contain answers for frequently asked questions, or they contain common knowledge." msgstr "" #: ../content/agent/faq.rst:6 msgid "Creating FAQ articles should be done based on customer tickets. A good knowledge base contains all relevant information, that occurs during ticket handling. FAQ articles can be easily attached to new tickets in any ticket or article creation screens. This can help agents to shorten the time when answering a ticket." msgstr "" #: ../content/agent/faq/category-management.rst:2 msgid "Category Management" msgstr "" #: ../content/agent/faq/category-management.rst:8 msgid "Use this screen to manage categories available in FAQ articles. A fresh OTOBO installation already contains a category by default. The category management screen is available in the *Category Management* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/category-management.rst:15 msgid "FAQ Category Management Screen" msgstr "" #: ../content/agent/faq/category-management.rst:19 msgid "Manage FAQ Categories" msgstr "" #: ../content/agent/faq/category-management.rst:21 msgid "To add a category:" msgstr "" #: ../content/agent/faq/category-management.rst:23 msgid "Click on the *Add category* button in the left sidebar." msgstr "" #: ../content/agent/faq/category-management.rst:30 msgid "Add Category Screen" msgstr "" #: ../content/agent/faq/category-management.rst:32 msgid "To edit a category:" msgstr "" #: ../content/agent/faq/category-management.rst:34 msgid "Click on a category in the list of categories." msgstr "" #: ../content/agent/faq/category-management.rst:41 msgid "Edit Category Screen" msgstr "" #: ../content/agent/faq/category-management.rst:43 msgid "To delete a category:" msgstr "" #: ../content/agent/faq/category-management.rst:45 msgid "Click on the trash icon in the list of categories." msgstr "" #: ../content/agent/faq/category-management.rst:46 #: ../content/agent/faq/language-management.rst:46 msgid "Click on the *Yes* button in the confirmation dialog." msgstr "" #: ../content/agent/faq/category-management.rst:51 msgid "Delete Category Screen" msgstr "" #: ../content/agent/faq/category-management.rst:55 msgid "FAQ Category Settings" msgstr "" #: ../content/agent/faq/category-management.rst:63 #: ../content/agent/faq/language-management.rst:60 #: ../content/agent/reports/reports.rst:66 msgid "Name \\*" msgstr "" #: ../content/agent/faq/category-management.rst:67 msgid "Subcategory of" msgstr "" #: ../content/agent/faq/category-management.rst:66 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/agent/faq/category-management.rst:70 msgid "Permission \\*" msgstr "" #: ../content/agent/faq/category-management.rst:70 msgid "Agent groups that can access articles in this category." msgstr "" #: ../content/agent/faq/category-management.rst:75 #: ../content/agent/faq/new.rst:46 msgid "Validity" msgstr "" #: ../content/agent/faq/category-management.rst:78 msgid "Comment \\*" msgstr "" #: ../content/agent/faq/explorer.rst:2 msgid "Explorer" msgstr "" #: ../content/agent/faq/explorer.rst:4 msgid "Use this screen to browse through the FAQ articles. The FAQ explorer is available in the *Explorer* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/explorer.rst:10 msgid "FAQ Explorer Screen" msgstr "" #: ../content/agent/faq/explorer.rst:12 msgid "This screen contains several widgets." msgstr "" #: ../content/agent/faq/explorer.rst:16 msgid "FAQ Explorer Content Widgets" msgstr "" #: ../content/agent/faq/explorer.rst:18 msgid "The *Subcategories* widget lists all categories and displays the number of subcategories and FAQ articles." msgstr "" #: ../content/agent/faq/explorer.rst:20 msgid "To select a category, just click on the name of a category." msgstr "" #: ../content/agent/faq/explorer.rst:22 msgid "If a category contains at least one FAQ article, the list of FAQ articles will display in the *FAQ Articles* widget. This widget displays some information about the FAQ articles, like *Title*, *Language*, *State* and *Validity*." msgstr "" #: ../content/agent/faq/explorer.rst:28 msgid "FAQ Articles Widget" msgstr "" #: ../content/agent/faq/explorer.rst:30 ../content/agent/faq/journal.rst:12 msgid "To limit the number of displayed FAQ articles per page:" msgstr "" #: ../content/agent/faq/explorer.rst:33 ../content/agent/faq/journal.rst:15 msgid "Select the maximum number of changes FAQ articles per page." msgstr "" #: ../content/agent/faq/explorer.rst:36 ../content/agent/faq/journal.rst:18 #: ../content/agent/faq/search.rst:52 msgid "Clicking on an FAQ article will open the :doc:`faq-zoom` screen." msgstr "" #: ../content/agent/faq/explorer.rst:40 msgid "FAQ Explorer Sidebar Widgets" msgstr "" #: ../content/agent/faq/explorer.rst:42 msgid "The right sidebar lists the recently created, updated FAQ articles, as well as the top 10 FAQ articles." msgstr "" #: ../content/agent/faq/explorer.rst:47 msgid "FAQ Explorer Sidebar" msgstr "" #: ../content/agent/faq/explorer.rst:53 msgid "The *Top 10 FAQ articles* widget displays the top 10 articles based on its ratings." msgstr "" #: ../content/agent/faq/explorer.rst:55 msgid "To rate an FAQ article:" msgstr "" #: ../content/agent/faq/explorer.rst:57 msgid "Click on the FAQ article to open the :doc:`faq-zoom` screen." msgstr "" #: ../content/agent/faq/explorer.rst:58 msgid "Scroll down to the bottom of the screen." msgstr "" #: ../content/agent/faq/explorer.rst:59 msgid "Click on the *Yes* or *No* button in the *Rating* widget." msgstr "" #: ../content/agent/faq/explorer.rst:61 msgid "Any user can rate an FAQ article only once. The number of positive and negative ratings will be displayed in the right sidebar of :doc:`faq-zoom` screen." msgstr "" #: ../content/agent/faq/faq-zoom.rst:2 msgid "FAQ Zoom" msgstr "" #: ../content/agent/faq/faq-zoom.rst:4 msgid "Use this screen to see the details of an FAQ article. The *FAQ Zoom* screen is available, if you click on an FAQ article in any other screens." msgstr "" #: ../content/agent/faq/faq-zoom.rst:10 msgid "FAQ Zoom Screen" msgstr "" #: ../content/agent/faq/faq-zoom.rst:12 #: ../content/agent/tickets/ticket-zoom.rst:12 msgid "This screen has an own menu and contains several widgets." msgstr "" #: ../content/agent/faq/faq-zoom.rst:16 msgid "FAQ Content" msgstr "" #: ../content/agent/faq/faq-zoom.rst:18 msgid "The *FAQ Zoom* screen has an own menu." msgstr "" #: ../content/agent/faq/faq-zoom.rst:21 #: ../content/agent/tickets/ticket-zoom.rst:28 msgid "Back" msgstr "" #: ../content/agent/faq/faq-zoom.rst:21 #: ../content/agent/tickets/ticket-zoom.rst:28 msgid "This menu item goes back to the previous screen." msgstr "" #: ../content/agent/faq/faq-zoom.rst:29 msgid "Edit" msgstr "" #: ../content/agent/faq/faq-zoom.rst:24 msgid "This menu item opens a new window to edit the FAQ article." msgstr "" #: ../content/agent/faq/faq-zoom.rst:0 ../content/agent/faq/faq-zoom.rst:29 msgid "Edit FAQ Screen" msgstr "" #: ../content/agent/faq/faq-zoom.rst:37 #: ../content/agent/tickets/escalation-view.rst:91 #: ../content/agent/tickets/queue-view.rst:98 #: ../content/agent/tickets/service-view.rst:94 #: ../content/agent/tickets/status-view.rst:82 #: ../content/agent/tickets/ticket-zoom.rst:324 msgid "History" msgstr "" #: ../content/agent/faq/faq-zoom.rst:32 msgid "This menu item opens a new window to see the history of the FAQ article." msgstr "" #: ../content/agent/faq/faq-zoom.rst:0 ../content/agent/faq/faq-zoom.rst:37 msgid "FAQ History Screen" msgstr "" #: ../content/agent/faq/faq-zoom.rst:41 #: ../content/agent/tickets/ticket-zoom.rst:46 #: ../content/agent/tickets/ticket-zoom.rst:337 #: ../content/agent/tickets/ticket-zoom.rst:458 msgid "Print" msgstr "" #: ../content/agent/faq/faq-zoom.rst:40 #: ../content/agent/tickets/ticket-zoom.rst:45 #: ../content/agent/tickets/ticket-zoom.rst:336 msgid "This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file." msgstr "" #: ../content/agent/faq/faq-zoom.rst:51 #: ../content/agent/tickets/ticket-zoom.rst:363 msgid "Link" msgstr "" #: ../content/agent/faq/faq-zoom.rst:44 msgid "This menu item opens the standard link screen of OTOBO. FAQ articles can be linked to other FAQ articles or tickets. Existing links can also be managed here." msgstr "" #: ../content/agent/faq/faq-zoom.rst:0 ../content/agent/faq/faq-zoom.rst:51 msgid "Link FAQ Screen" msgstr "" #: ../content/agent/faq/faq-zoom.rst:59 msgid "Delete" msgstr "" #: ../content/agent/faq/faq-zoom.rst:54 msgid "Use this menu item to delete the FAQ article." msgstr "" #: ../content/agent/faq/faq-zoom.rst:0 ../content/agent/faq/faq-zoom.rst:59 msgid "Delete FAQ Dialog" msgstr "" #: ../content/agent/faq/faq-zoom.rst:61 msgid "The *Symptom*, *Problem*, *Solution* and *Comment* widgets show the content of the FAQ article." msgstr "" #: ../content/agent/faq/faq-zoom.rst:63 msgid "It is possible to rate an FAQ article in the *Rating* widget, whether the FAQ article is helpful or not. To rate an FAQ article, click on the *Yes* or *No* button in this widget." msgstr "" #: ../content/agent/faq/faq-zoom.rst:66 msgid "Any user can rate an FAQ article only once. The number of positive and negative ratings will be displayed in the right sidebar." msgstr "" #: ../content/agent/faq/faq-zoom.rst:71 msgid "FAQ Sidebar Widgets" msgstr "" #: ../content/agent/faq/faq-zoom.rst:73 msgid "The following widgets are located on the right sidebar." msgstr "" #: ../content/agent/faq/faq-zoom.rst:75 msgid "The *FAQ information* widget lists all relevant attributes of the FAQ article." msgstr "" #: ../content/agent/faq/faq-zoom.rst:80 msgid "FAQ Information Widget" msgstr "" #: ../content/agent/faq/faq-zoom.rst:82 msgid "FAQ articles can be linked to other objects. Use this widget to see the links between the FAQ article and other objects." msgstr "" #: ../content/agent/faq/faq-zoom.rst:88 #: ../content/agent/tickets/ticket-zoom.rst:600 msgid "Linked Objects Widget" msgstr "" #: ../content/agent/faq/faq-zoom.rst:90 msgid "New links can be added by the *Link* menu item of the *FAQ Zoom* menu. Existing links can also be managed there." msgstr "" #: ../content/agent/faq/faq-zoom.rst:93 #: ../content/agent/tickets/ticket-zoom.rst:605 msgid "To see the linked object details, click on an entry in this widget." msgstr "" #: ../content/agent/faq/faq-zoom.rst:97 #: ../content/agent/tickets/ticket-zoom.rst:609 msgid "Change setting ``LinkObject::ViewMode`` to *Complex* to display detailed information about linked objects." msgstr "" #: ../content/agent/faq/faq-zoom.rst:0 ../content/agent/faq/faq-zoom.rst:102 #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:614 msgid "Complex Linked Objects Widget" msgstr "" #: ../content/agent/faq/journal.rst:2 msgid "Journal" msgstr "" #: ../content/agent/faq/journal.rst:4 msgid "Use this screen to view the history of all FAQ articles. The FAQ history is available in the *Journal* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/journal.rst:10 msgid "FAQ Journal Screen" msgstr "" #: ../content/agent/faq/language-management.rst:2 msgid "Language Management" msgstr "" #: ../content/agent/faq/language-management.rst:8 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 *Language Management* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/language-management.rst:15 msgid "FAQ Language Management Screen" msgstr "" #: ../content/agent/faq/language-management.rst:19 msgid "Manage FAQ Languages" msgstr "" #: ../content/agent/faq/language-management.rst:21 msgid "To add a language:" msgstr "" #: ../content/agent/faq/language-management.rst:23 msgid "Click on the *Add language* button in the left sidebar." msgstr "" #: ../content/agent/faq/language-management.rst:24 msgid "Fill in the required field." msgstr "" #: ../content/agent/faq/language-management.rst:30 msgid "Add Language Screen" msgstr "" #: ../content/agent/faq/language-management.rst:32 msgid "To edit a language:" msgstr "" #: ../content/agent/faq/language-management.rst:34 msgid "Click on a language in the list of languages." msgstr "" #: ../content/agent/faq/language-management.rst:35 msgid "Modify the field." msgstr "" #: ../content/agent/faq/language-management.rst:41 msgid "Edit Language Screen" msgstr "" #: ../content/agent/faq/language-management.rst:43 msgid "To delete a language:" msgstr "" #: ../content/agent/faq/language-management.rst:45 msgid "Click on the trash icon in the list of languages." msgstr "" #: ../content/agent/faq/language-management.rst:51 msgid "Delete Language Screen" msgstr "" #: ../content/agent/faq/language-management.rst:55 msgid "FAQ Language Settings" msgstr "" #: ../content/agent/faq/language-management.rst:57 msgid "The following setting is available when adding or editing this resource. The fields marked with an asterisk are mandatory." msgstr "" #: ../content/agent/faq/language-management.rst:61 msgid "The `ISO 639-1 code `__ of a language." msgstr "" #: ../content/agent/faq/new.rst:2 msgid "New" msgstr "" #: ../content/agent/faq/new.rst:4 msgid "Use this screen to add new FAQ articles to the system. The FAQ add screen is available in the *New* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/new.rst:10 msgid "Add FAQ Article Screen" msgstr "" #: ../content/agent/faq/new.rst:12 #: ../content/agent/tickets/new-email-ticket.rst:12 #: ../content/agent/tickets/new-phone-ticket.rst:12 msgid "The following settings are available when adding this resource. The fields marked with an asterisk are mandatory." msgstr "" #: ../content/agent/faq/new.rst:21 msgid "Keyword" msgstr "" #: ../content/agent/faq/new.rst:21 msgid "Add some keywords to make it easily to find the FAQ article." msgstr "" #: ../content/agent/faq/new.rst:28 msgid "Category \\*" msgstr "" #: ../content/agent/faq/new.rst:24 msgid "Select a category from the available categories." msgstr "" #: ../content/agent/faq/new.rst:28 msgid "Categories can be managed on the :doc:`category-management` screen." msgstr "" #: ../content/agent/faq/new.rst:41 ../content/agent/reports/statistics.rst:184 msgid "State" msgstr "" #: ../content/agent/faq/new.rst:31 msgid "Select the state of the FAQ article. Possible options are:" msgstr "" #: ../content/agent/faq/new.rst:35 msgid "external (customer)" msgstr "" #: ../content/agent/faq/new.rst:35 msgid "FAQ article is visible for agents and logged in customer users on the external interface." msgstr "" #: ../content/agent/faq/new.rst:38 msgid "internal (agent)" msgstr "" #: ../content/agent/faq/new.rst:38 msgid "FAQ article is visible for agents only." msgstr "" #: ../content/agent/faq/new.rst:41 msgid "public (all)" msgstr "" #: ../content/agent/faq/new.rst:41 msgid "FAQ article is visible for everyone." msgstr "" #: ../content/agent/faq/new.rst:49 msgid "Select a language from the available languages." msgstr "" #: ../content/agent/faq/new.rst:53 msgid "Languages can be managed on the :doc:`language-management` screen." msgstr "" #: ../content/agent/faq/new.rst:57 msgid "Attachment" msgstr "" #: ../content/agent/faq/new.rst:56 msgid "It is possible to add attachments to the FAQ article. Click on the field to add an attachment, or just drop some files here." msgstr "" #: ../content/agent/faq/new.rst:60 msgid "Add a description here, that explains the current situation." msgstr "" #: ../content/agent/faq/new.rst:63 msgid "More detailed description about the problem." msgstr "" #: ../content/agent/faq/new.rst:66 msgid "How to solve the problem, or what is a workaround to solve it." msgstr "" #: ../content/agent/faq/new.rst:69 msgid "Internal text about the current FAQ article for agents only." msgstr "" #: ../content/agent/faq/search.rst:2 msgid "FAQ Search" msgstr "" #: ../content/agent/faq/search.rst:4 msgid "Use this screen to search for FAQ articles based on various criteria. The FAQ search screen is available in the *Search* menu item of the *FAQ* menu." msgstr "" #: ../content/agent/faq/search.rst:10 ../content/agent/search/search.rst:10 #: ../content/agent/tickets/search.rst:10 msgid "Search Dialog" msgstr "" #: ../content/agent/faq/search.rst:12 ../content/agent/tickets/search.rst:12 msgid "The dialog is divided into three parts: *Templates*, *Filters in use* and *Additional filters*." msgstr "" #: ../content/agent/faq/search.rst:16 ../content/agent/tickets/search.rst:16 msgid "Templates" msgstr "" #: ../content/agent/faq/search.rst:18 ../content/agent/tickets/search.rst:18 msgid "This part of the dialog can be used to save a search template for further usage." msgstr "" #: ../content/agent/faq/search.rst:20 ../content/agent/tickets/search.rst:20 msgid "To create a new search template:" msgstr "" #: ../content/agent/faq/search.rst:22 ../content/agent/tickets/search.rst:22 msgid "Click on the *Create New* button." msgstr "" #: ../content/agent/faq/search.rst:23 ../content/agent/tickets/search.rst:23 msgid "Enter a name for the search template." msgstr "" #: ../content/agent/faq/search.rst:24 msgid "Click on the *Add* button." msgstr "" #: ../content/agent/faq/search.rst:25 ../content/agent/tickets/search.rst:24 msgid "Add some search criteria." msgstr "" #: ../content/agent/faq/search.rst:26 ../content/agent/faq/search.rst:31 #: ../content/agent/faq/search.rst:43 ../content/agent/tickets/search.rst:25 #: ../content/agent/tickets/search.rst:30 msgid "Click on the *Run Search* button." msgstr "" #: ../content/agent/faq/search.rst:28 ../content/agent/tickets/search.rst:27 msgid "To use a saved search template:" msgstr "" #: ../content/agent/faq/search.rst:30 ../content/agent/faq/search.rst:40 #: ../content/agent/faq/search.rst:56 ../content/agent/tickets/search.rst:29 msgid "Select a template from the drop-down list." msgstr "" #: ../content/agent/faq/search.rst:36 ../content/agent/tickets/search.rst:35 msgid "Search Templates Dialog" msgstr "" #: ../content/agent/faq/search.rst:38 msgid "To modify a search template:" msgstr "" #: ../content/agent/faq/search.rst:41 msgid "Check the *Save changes in template* box." msgstr "" #: ../content/agent/faq/search.rst:42 msgid "Modify some search criteria." msgstr "" #: ../content/agent/faq/search.rst:45 msgid "The results will be opened in *Search Results* screen to see all matched FAQ articles." msgstr "" #: ../content/agent/faq/search.rst:50 ../content/agent/search/search.rst:17 #: ../content/agent/tickets/search.rst:54 msgid "Search Results Screen" msgstr "" #: ../content/agent/faq/search.rst:54 ../content/agent/tickets/search.rst:40 msgid "To delete a saved search template:" msgstr "" #: ../content/agent/faq/search.rst:61 ../content/agent/tickets/search.rst:46 msgid "The template will be deleted immediately without confirmation!" msgstr "" #: ../content/agent/faq/search.rst:65 ../content/agent/tickets/search.rst:58 msgid "Filters in use" msgstr "" #: ../content/agent/faq/search.rst:67 ../content/agent/tickets/search.rst:60 msgid "This part lists the filters, that are used for the search." msgstr "" #: ../content/agent/faq/search.rst:69 ../content/agent/tickets/search.rst:62 msgid "Additional filters can be added in the *Additional filters* part of the screen, and filters can be removed by clicking on the *⊟* button next to the field." msgstr "" #: ../content/agent/faq/search.rst:73 ../content/agent/tickets/search.rst:66 msgid "Additional filters" msgstr "" #: ../content/agent/faq/search.rst:75 ../content/agent/tickets/search.rst:68 msgid "This part is for adding more filters and selecting the output format of the results." msgstr "" #: ../content/agent/faq/search.rst:78 ../content/agent/tickets/search.rst:71 msgid "Add another attribute" msgstr "" #: ../content/agent/faq/search.rst:78 ../content/agent/tickets/search.rst:71 msgid "Select an extra attribute from the drop-down list to be used in the search." msgstr "" #: ../content/agent/faq/search.rst:81 ../content/agent/tickets/search.rst:74 msgid "Output" msgstr "" #: ../content/agent/faq/search.rst:81 ../content/agent/tickets/search.rst:74 msgid "Select the output format of the result." msgstr "" #: ../content/agent/faq/search.rst:83 ../content/agent/tickets/search.rst:76 msgid "You can start the search by clicking on the *Run search* button." msgstr "" #: ../content/agent/reports/index.rst:2 msgid "Reports and Statistics" msgstr "" #: ../content/agent/reports/index.rst:4 msgid "Reports are automatically generated statistics. In this menu it is possible to define new statistics, and set these statistics as reports, if needed." msgstr "" #: ../content/agent/reports/reports.rst:2 msgid "Reports" msgstr "" #: ../content/agent/reports/reports.rst:5 msgid "Use this screen to manage reports. A fresh OTOBO installation contains no reports by default. The reports management screen is available in the *Reports* menu item of the *Reports* menu." msgstr "" #: ../content/agent/reports/reports.rst:12 msgid "Reports Overview Screen" msgstr "" #: ../content/agent/reports/reports.rst:16 msgid "Manage Reports" msgstr "" #: ../content/agent/reports/reports.rst:18 msgid "To create a new report:" msgstr "" #: ../content/agent/reports/reports.rst:20 msgid "Click on the *Add Report* button in the left sidebar." msgstr "" #: ../content/agent/reports/reports.rst:23 msgid "You will be redirected to *Edit Report* screen to edit the report details." msgstr "" #: ../content/agent/reports/reports.rst:28 msgid "Add Report Screen" msgstr "" #: ../content/agent/reports/reports.rst:30 msgid "To edit a report:" msgstr "" #: ../content/agent/reports/reports.rst:32 msgid "Click on a report in the list of reports or you are already redirected here from *Add Report* screen." msgstr "" #: ../content/agent/reports/reports.rst:33 msgid "Modify the fields and the report details." msgstr "" #: ../content/agent/reports/reports.rst:39 msgid "Edit Report Details Screen" msgstr "" #: ../content/agent/reports/reports.rst:41 msgid "To delete a report:" msgstr "" #: ../content/agent/reports/reports.rst:43 msgid "Click on the trash icon in the list of reports." msgstr "" #: ../content/agent/reports/reports.rst:44 #: ../content/agent/reports/statistics.rst:77 msgid "Click on the *OK* button in the confirmation screen." msgstr "" #: ../content/agent/reports/reports.rst:46 msgid "To run a report immediately:" msgstr "" #: ../content/agent/reports/reports.rst:48 msgid "Click on the *Run now* link in the list of reports." msgstr "" #: ../content/agent/reports/reports.rst:49 msgid "Click on the *Run now* button in the new screen." msgstr "" #: ../content/agent/reports/reports.rst:54 msgid "View Report Screen" msgstr "" #: ../content/agent/reports/reports.rst:58 msgid "General Report Settings" msgstr "" #: ../content/agent/reports/reports.rst:79 msgid "Automatic Generation Settings" msgstr "" #: ../content/agent/reports/reports.rst:90 msgid "Automatic generation times (cron)" msgstr "" #: ../content/agent/reports/reports.rst:82 msgid "Specify when the report should be automatically generated in cron format." msgstr "" #: ../content/agent/reports/reports.rst:86 msgid "For more information see the `Cron article on Wikipedia `__." msgstr "" #: ../content/agent/reports/reports.rst:90 msgid "Times are in the system timezone." msgstr "" #: ../content/agent/reports/reports.rst:93 msgid "Automatic generation language" msgstr "" #: ../content/agent/reports/reports.rst:93 msgid "The language to be used when the report is automatically generated." msgstr "" #: ../content/agent/reports/reports.rst:96 msgid "Email subject" msgstr "" #: ../content/agent/reports/reports.rst:96 msgid "Specify the subject for the automatically generated email." msgstr "" #: ../content/agent/reports/reports.rst:99 msgid "Email body" msgstr "" #: ../content/agent/reports/reports.rst:99 msgid "Specify the text for the automatically generated email." msgstr "" #: ../content/agent/reports/reports.rst:103 msgid "Email recipients" msgstr "" #: ../content/agent/reports/reports.rst:102 msgid "Specify recipient email addresses (comma separated)." msgstr "" #: ../content/agent/reports/reports.rst:106 msgid "Output settings" msgstr "" #: ../content/agent/reports/reports.rst:109 msgid "Headline" msgstr "" #: ../content/agent/reports/reports.rst:109 msgid "This text will be used as headline text of the report." msgstr "" #: ../content/agent/reports/reports.rst:112 msgid "The title of the report." msgstr "" #: ../content/agent/reports/reports.rst:115 msgid "Caption for preamble" msgstr "" #: ../content/agent/reports/reports.rst:115 msgid "The caption for preamble included in the report." msgstr "" #: ../content/agent/reports/reports.rst:118 msgid "Preamble" msgstr "" #: ../content/agent/reports/reports.rst:118 msgid "The preamble text of the report." msgstr "" #: ../content/agent/reports/reports.rst:121 msgid "Caption for epilogue" msgstr "" #: ../content/agent/reports/reports.rst:121 msgid "The caption for epilogue included in the report." msgstr "" #: ../content/agent/reports/reports.rst:125 msgid "Epilogue" msgstr "" #: ../content/agent/reports/reports.rst:124 msgid "The epilogue text of the report." msgstr "" #: ../content/agent/reports/reports.rst:128 #: ../content/agent/reports/statistics.rst:2 msgid "Statistics" msgstr "" #: ../content/agent/reports/reports.rst:132 msgid "Add statistic to report" msgstr "" #: ../content/agent/reports/reports.rst:131 msgid "Select one or more :doc:`statistics` to be added to the report. Each added statistics have an own overview and settings screen." msgstr "" #: ../content/agent/reports/reports.rst:134 msgid "After all information is collected and set, click on the *Save* or *Save and finish* button to save the report." msgstr "" #: ../content/agent/reports/statistics.rst:4 msgid "Use this screen to manage statistics. A fresh OTOBO installation already contains some statistics by default. The statistics management screen is available in the *Statistics* menu item of the *Reports* menu." msgstr "" #: ../content/agent/reports/statistics.rst:11 msgid "Statistics Overview Screen" msgstr "" #: ../content/agent/reports/statistics.rst:15 msgid "Manage Statistics" msgstr "" #: ../content/agent/reports/statistics.rst:17 msgid "Three type of statistics are available in OTOBO." msgstr "" #: ../content/agent/reports/statistics.rst:22 msgid "Add Statistics Screen" msgstr "" #: ../content/agent/reports/statistics.rst:25 msgid "Dynamic Matrix" msgstr "" #: ../content/agent/reports/statistics.rst:25 msgid "Each cell contains a singular data point." msgstr "" #: ../content/agent/reports/statistics.rst:28 msgid "Dynamic List" msgstr "" #: ../content/agent/reports/statistics.rst:28 msgid "Each row contains data of one entity." msgstr "" #: ../content/agent/reports/statistics.rst:31 msgid "Static" msgstr "" #: ../content/agent/reports/statistics.rst:31 msgid "Non-configurable complex statistics." msgstr "" #: ../content/agent/reports/statistics.rst:33 msgid "To create new statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:35 msgid "Click on the *Add Statistics* button in the left sidebar." msgstr "" #: ../content/agent/reports/statistics.rst:36 msgid "Select the type for the new statistics." msgstr "" #: ../content/agent/reports/statistics.rst:43 msgid "Add General Specification Section" msgstr "" #: ../content/agent/reports/statistics.rst:45 msgid "To edit statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:47 msgid "Click on a statistics number in the list of statistics." msgstr "" #: ../content/agent/reports/statistics.rst:48 #: ../content/agent/reports/statistics.rst:61 msgid "Modify the fields and the statistics details." msgstr "" #: ../content/agent/reports/statistics.rst:54 msgid "Edit General Specification Section" msgstr "" #: ../content/agent/reports/statistics.rst:56 msgid "To import statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:58 msgid "Click on the *Import Statistics* button in the left sidebar." msgstr "" #: ../content/agent/reports/statistics.rst:59 msgid "Click on the *Browse…* button and select a previously exported ``.xml`` file." msgstr "" #: ../content/agent/reports/statistics.rst:60 msgid "Click on the *Import* button." msgstr "" #: ../content/agent/reports/statistics.rst:67 msgid "Import Statistics Configuration Screen" msgstr "" #: ../content/agent/reports/statistics.rst:69 msgid "To export statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:71 msgid "Click on the download icon in the list of statistics." msgstr "" #: ../content/agent/reports/statistics.rst:72 msgid "Choose a location in your computer to save the ``.xml`` file." msgstr "" #: ../content/agent/reports/statistics.rst:74 msgid "To delete statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:76 msgid "Click on the trash icon in the list of statistics." msgstr "" #: ../content/agent/reports/statistics.rst:79 msgid "To run statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:81 msgid "Click on the play icon in the list of statistics." msgstr "" #: ../content/agent/reports/statistics.rst:82 msgid "Review the statistics details." msgstr "" #: ../content/agent/reports/statistics.rst:83 msgid "Click on the *Run now* button." msgstr "" #: ../content/agent/reports/statistics.rst:88 msgid "View Statistics Screen" msgstr "" #: ../content/agent/reports/statistics.rst:90 msgid "To preview statistics:" msgstr "" #: ../content/agent/reports/statistics.rst:92 msgid "Go to the edit screen of a statistics." msgstr "" #: ../content/agent/reports/statistics.rst:93 msgid "See the preview." msgstr "" #: ../content/agent/reports/statistics.rst:94 msgid "Change the settings to view different type of graphs." msgstr "" #: ../content/agent/reports/statistics.rst:95 msgid "Change the values of *X-axis*, *Y-axis* and *Filter* with the respective buttons." msgstr "" #: ../content/agent/reports/statistics.rst:100 msgid "Statistics Preview Widget" msgstr "" #: ../content/agent/reports/statistics.rst:104 msgid "The preview uses random data and does not consider data filters." msgstr "" #: ../content/agent/reports/statistics.rst:108 msgid "General Statistics Specification" msgstr "" #: ../content/agent/reports/statistics.rst:123 msgid "Permissions \\*" msgstr "" #: ../content/agent/reports/statistics.rst:123 msgid "You can select one or more groups to define access for different agents." msgstr "" #: ../content/agent/reports/statistics.rst:126 msgid "Result formats \\*" msgstr "" #: ../content/agent/reports/statistics.rst:126 msgid "You can select, in which format should be able to see the statistics." msgstr "" #: ../content/agent/reports/statistics.rst:129 msgid "Time Zone \\*" msgstr "" #: ../content/agent/reports/statistics.rst:129 msgid "The selected time periods in the statistics are time zone neutral." msgstr "" #: ../content/agent/reports/statistics.rst:132 msgid "Create summation row" msgstr "" #: ../content/agent/reports/statistics.rst:132 msgid "Generate an additional row containing sums for all data rows." msgstr "" #: ../content/agent/reports/statistics.rst:135 msgid "Create summation column" msgstr "" #: ../content/agent/reports/statistics.rst:135 msgid "Generate an additional column containing sums for all data columns." msgstr "" #: ../content/agent/reports/statistics.rst:138 msgid "Cache results" msgstr "" #: ../content/agent/reports/statistics.rst:138 msgid "Stores statistics result data in a cache to be used in subsequent views with the same configuration (requires at least one selected time field)." msgstr "" #: ../content/agent/reports/statistics.rst:145 msgid "Show as dashboard widget" msgstr "" #: ../content/agent/reports/statistics.rst:141 msgid "Provide the statistics as a widget that agents can activate in their dashboard." msgstr "" #: ../content/agent/reports/statistics.rst:145 msgid "Enabling the dashboard widget will activate caching for this statistics in the dashboard." msgstr "" #: ../content/agent/reports/statistics.rst:148 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* will disable the use of the resource." msgstr "" #: ../content/agent/reports/statistics.rst:154 msgid "Ticket Attributes for Statistics" msgstr "" #: ../content/agent/reports/statistics.rst:156 msgid "The following ticket attributes can be included in statistics using the *X-axis* button, if *Dynamic Lists* statistics are selected." msgstr "" #: ../content/agent/reports/statistics.rst:159 msgid "An auto-increment integer number in the output to show the line numbers." msgstr "" #: ../content/agent/reports/statistics.rst:162 msgid "Ticket#" msgstr "" #: ../content/agent/reports/statistics.rst:162 msgid "The ticket number." msgstr "" #: ../content/agent/reports/statistics.rst:165 msgid "Age" msgstr "" #: ../content/agent/reports/statistics.rst:165 msgid "The relative age since ticket creation and now." msgstr "" #: ../content/agent/reports/statistics.rst:168 #: ../content/agent/tickets/ticket-zoom.rst:348 msgid "The title of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:171 msgid "Created" msgstr "" #: ../content/agent/reports/statistics.rst:171 msgid "The absolute date and time with timezone when the ticket was created." msgstr "" #: ../content/agent/reports/statistics.rst:174 msgid "Last Changed" msgstr "" #: ../content/agent/reports/statistics.rst:174 msgid "The absolute date and time with timezone when the ticket was changed." msgstr "" #: ../content/agent/reports/statistics.rst:178 msgid "Close Time" msgstr "" #: ../content/agent/reports/statistics.rst:177 msgid "The absolute date and time with timezone when the ticket was closed. This field is empty for open tickets." msgstr "" #: ../content/agent/reports/statistics.rst:181 msgid "Queue" msgstr "" #: ../content/agent/reports/statistics.rst:181 msgid "The queue in which the ticket is located." msgstr "" #: ../content/agent/reports/statistics.rst:184 msgid "The state of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:187 #: ../content/agent/tickets/new-email-ticket.rst:88 #: ../content/agent/tickets/new-phone-ticket.rst:76 #: ../content/agent/tickets/ticket-zoom.rst:57 #: ../content/agent/tickets/ticket-zoom.rst:76 msgid "Priority" msgstr "" #: ../content/agent/reports/statistics.rst:187 msgid "The priority of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:190 ../content/customer.rst:2 msgid "Customer User" msgstr "" #: ../content/agent/reports/statistics.rst:190 msgid "The login name of the customer user of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:193 #: ../content/agent/tickets/ticket-zoom.rst:124 msgid "Customer ID" msgstr "" #: ../content/agent/reports/statistics.rst:193 msgid "The customer of the customer user of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:197 #: ../content/agent/tickets/new-email-ticket.rst:39 #: ../content/agent/tickets/new-phone-ticket.rst:31 msgid "Service" msgstr "" #: ../content/agent/reports/statistics.rst:196 msgid "The service of the ticket. If no service is assigned, this field is empty." msgstr "" #: ../content/agent/reports/statistics.rst:201 msgid "SLA" msgstr "" #: ../content/agent/reports/statistics.rst:200 msgid "The SLA of the ticket. If no SLA is assigned, this field is empty." msgstr "" #: ../content/agent/reports/statistics.rst:204 msgid "The type of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:207 msgid "Agent/Owner" msgstr "" #: ../content/agent/reports/statistics.rst:207 msgid "The owner agent of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:210 #: ../content/agent/tickets/new-email-ticket.rst:52 #: ../content/agent/tickets/new-phone-ticket.rst:44 msgid "Responsible" msgstr "" #: ../content/agent/reports/statistics.rst:210 msgid "The responsible agent of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:213 msgid "Accounted time" msgstr "" #: ../content/agent/reports/statistics.rst:213 msgid "Accumulated time of the times stored in the articles." msgstr "" #: ../content/agent/reports/statistics.rst:216 msgid "EscalationDestinationIn" msgstr "" #: ../content/agent/reports/statistics.rst:216 msgid "The relative time from the current time to the time of escalation." msgstr "" #: ../content/agent/reports/statistics.rst:219 msgid "EscalationDestinationDate" msgstr "" #: ../content/agent/reports/statistics.rst:219 msgid "The absolute date and time with timezone when the ticket is escalated." msgstr "" #: ../content/agent/reports/statistics.rst:222 msgid "EscalationTimeWorkingTime" msgstr "" #: ../content/agent/reports/statistics.rst:222 msgid "The time in seconds within the defined working time or service time until an escalation." msgstr "" #: ../content/agent/reports/statistics.rst:225 msgid "EscalationTime" msgstr "" #: ../content/agent/reports/statistics.rst:225 msgid "The total time in seconds until escalation of nearest escalation time type: response, update or solution time." msgstr "" #: ../content/agent/reports/statistics.rst:228 msgid "FirstResponse" msgstr "" #: ../content/agent/reports/statistics.rst:228 msgid "The timestamp of first response." msgstr "" #: ../content/agent/reports/statistics.rst:231 msgid "FirstResponseInMin" msgstr "" #: ../content/agent/reports/statistics.rst:231 msgid "The time in minutes from ticket creation to first response (based on working time)." msgstr "" #: ../content/agent/reports/statistics.rst:234 msgid "FirstResponseDiffInMin" msgstr "" #: ../content/agent/reports/statistics.rst:234 msgid "The difference in minutes between the specified response time and the actual response time." msgstr "" #: ../content/agent/reports/statistics.rst:237 msgid "FirstResponseTimeWorkingTime" msgstr "" #: ../content/agent/reports/statistics.rst:237 msgid "The time in seconds within the defined working time or service time until an escalation of a first response." msgstr "" #: ../content/agent/reports/statistics.rst:240 msgid "FirstResponseTimeEscalation" msgstr "" #: ../content/agent/reports/statistics.rst:240 #: ../content/agent/reports/statistics.rst:282 msgid "Defines, whether the ticket has escalated or not." msgstr "" #: ../content/agent/reports/statistics.rst:243 msgid "FirstResponseTimeNotification" msgstr "" #: ../content/agent/reports/statistics.rst:243 #: ../content/agent/reports/statistics.rst:255 #: ../content/agent/reports/statistics.rst:285 msgid "Defines, whether the defined escalation notification time is reached or not." msgstr "" #: ../content/agent/reports/statistics.rst:246 msgid "FirstResponseTimeDestinationTime" msgstr "" #: ../content/agent/reports/statistics.rst:246 msgid "The escalation time as Unix timestamp." msgstr "" #: ../content/agent/reports/statistics.rst:249 msgid "FirstResponseTimeDestinationDate" msgstr "" #: ../content/agent/reports/statistics.rst:249 msgid "The absolute date of a first response time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:252 msgid "FirstResponseTime" msgstr "" #: ../content/agent/reports/statistics.rst:252 msgid "The total time in seconds until the first response time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:255 msgid "UpdateTimeNotification" msgstr "" #: ../content/agent/reports/statistics.rst:258 msgid "UpdateTimeDestinationTime" msgstr "" #: ../content/agent/reports/statistics.rst:258 msgid "The update time escalation as Unix timestamp." msgstr "" #: ../content/agent/reports/statistics.rst:261 msgid "UpdateTimeDestinationDate" msgstr "" #: ../content/agent/reports/statistics.rst:261 msgid "The absolute date of an update time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:264 msgid "UpdateTimeWorkingTime" msgstr "" #: ../content/agent/reports/statistics.rst:264 msgid "The time in seconds within the defined working time or service time until an update time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:267 msgid "UpdateTime" msgstr "" #: ../content/agent/reports/statistics.rst:267 msgid "The total time in seconds until an update time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:270 msgid "SolutionTime" msgstr "" #: ../content/agent/reports/statistics.rst:270 msgid "The total time in seconds until a solution time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:273 msgid "SolutionInMin" msgstr "" #: ../content/agent/reports/statistics.rst:273 msgid "The total time in minutes until a solution time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:276 msgid "SolutionDiffInMin" msgstr "" #: ../content/agent/reports/statistics.rst:276 msgid "The difference in minutes between the specified solution time and the actual solution time." msgstr "" #: ../content/agent/reports/statistics.rst:279 msgid "SolutionTimeWorkingTime" msgstr "" #: ../content/agent/reports/statistics.rst:279 msgid "The time in seconds within the defined working time or service time until a solution time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:282 msgid "SolutionTimeEscalation" msgstr "" #: ../content/agent/reports/statistics.rst:285 msgid "SolutionTimeNotification" msgstr "" #: ../content/agent/reports/statistics.rst:288 msgid "SolutionTimeDestinationTime" msgstr "" #: ../content/agent/reports/statistics.rst:288 msgid "The solution time escalation as Unix timestamp." msgstr "" #: ../content/agent/reports/statistics.rst:291 msgid "SolutionTimeDestinationDate" msgstr "" #: ../content/agent/reports/statistics.rst:291 msgid "The absolute date of a solution time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:295 msgid "First Lock" msgstr "" #: ../content/agent/reports/statistics.rst:294 msgid "The absolute date and time with timezone when the ticket was locked first. This field is empty for tickets, that are not locked yet." msgstr "" #: ../content/agent/reports/statistics.rst:298 #: ../content/agent/tickets/ticket-zoom.rst:34 msgid "Lock" msgstr "" #: ../content/agent/reports/statistics.rst:298 msgid "The lock state of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:301 msgid "StateType" msgstr "" #: ../content/agent/reports/statistics.rst:301 msgid "State type of the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:304 msgid "UntilTime" msgstr "" #: ../content/agent/reports/statistics.rst:304 msgid "Total seconds till pending." msgstr "" #: ../content/agent/reports/statistics.rst:307 msgid "UnlockTimeout" msgstr "" #: ../content/agent/reports/statistics.rst:307 msgid "Time until the ticket is automatically unlocked." msgstr "" #: ../content/agent/reports/statistics.rst:310 msgid "EscalationResponseTime" msgstr "" #: ../content/agent/reports/statistics.rst:310 msgid "Unix timestamp of response time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:313 msgid "EscalationSolutionTime" msgstr "" #: ../content/agent/reports/statistics.rst:313 msgid "Unix timestamp of solution time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:316 msgid "EscalationUpdateTime" msgstr "" #: ../content/agent/reports/statistics.rst:316 msgid "Unix timestamp of update time escalation." msgstr "" #: ../content/agent/reports/statistics.rst:319 msgid "RealTillTimeNotUsed" msgstr "" #: ../content/agent/reports/statistics.rst:319 msgid "Unix timestamp of pending time." msgstr "" #: ../content/agent/reports/statistics.rst:322 msgid "Number of Articles" msgstr "" #: ../content/agent/reports/statistics.rst:322 msgid "The number of articles in the ticket." msgstr "" #: ../content/agent/reports/statistics.rst:325 #: ../content/agent/tickets/ticket-zoom.rst:318 msgid "Process" msgstr "" #: ../content/agent/reports/statistics.rst:325 msgid "The name of the process in which a process ticket is involved." msgstr "" #: ../content/agent/reports/statistics.rst:328 msgid "Activity" msgstr "" #: ../content/agent/reports/statistics.rst:328 msgid "The name of the activity in the process." msgstr "" #: ../content/agent/reports/statistics.rst:331 msgid "Activity Status" msgstr "" #: ../content/agent/reports/statistics.rst:331 msgid "The status of the activity in the process." msgstr "" #: ../content/agent/reports/statistics.rst:334 msgid "DynamicField_NameX" msgstr "" #: ../content/agent/reports/statistics.rst:334 msgid "The name of the dynamic fields added to the system. The list of dynamic fields is different in each system." msgstr "" #: ../content/agent/search.rst:2 ../content/agent/search/search.rst:2 #: ../content/agent/tickets/search.rst:2 msgid "Search" msgstr "" #: ../content/agent/search.rst:4 msgid "Search functions can be used to search everything inside OTOBO. There are two search functions available: the standard search and the Elasticsearch function." msgstr "" #: ../content/agent/search.rst:7 msgid "The standard search function is used to search for linkable objects like tickets, FAQs and Configuration Items in the CMDB. It directly searches the database for items of one type only and returns the results in a list." msgstr "" #: ../content/agent/search.rst:10 msgid "However, you may also search for all objects in OTOBO using the Elasticsearch index. Results are obtained nearly instantly, even for large amounts of data." msgstr "" #: ../content/agent/search/search.rst:4 msgid "Use this menu item to search for something. The *Search Results* screen is available, if you click on the magnification glass icon in the main menu, enter a search term and hit *Enter* key on your keyboard." msgstr "" #: ../content/agent/search/search.rst:12 msgid "If the search has results, a new screen will open." msgstr "" #: ../content/agent/search/search.rst:19 msgid "This screen lists all objects that matches the search term. The objects are grouped by type." msgstr "" #: ../content/agent/search/search.rst:22 msgid "To find the desired object:" msgstr "" #: ../content/agent/search/search.rst:24 msgid "Select a type in the header of the widget." msgstr "" #: ../content/agent/search/search.rst:25 msgid "Use the filter in the right sidebar to narrow the result." msgstr "" #: ../content/agent/search/search.rst:27 msgid "There is an option *All* to see all type of object." msgstr "" #: ../content/agent/tickets.rst:2 msgid "Tickets" msgstr "" #: ../content/agent/tickets.rst:6 msgid "A 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/agent/tickets.rst:12 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/agent/tickets.rst:22 ../content/agent/tickets/ticket-zoom.rst:10 msgid "Ticket Zoom Screen" msgstr "" #: ../content/agent/tickets.rst:24 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/agent/tickets/escalation-view.rst:2 msgid "Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:4 msgid "Use this screen to view tickets in specific escalation time periods. The *Escalation View* screen is available in the *Escalation View* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/escalation-view.rst:7 #: ../content/agent/tickets/queue-view.rst:15 #: ../content/agent/tickets/service-view.rst:11 #: ../content/agent/tickets/status-view.rst:7 msgid "This screen has three different views: small, medium and large. You can change the views with the buttons in the right side of the widget: *S* means *small*, *M* means *medium* and *L* means *large*." msgstr "" #: ../content/agent/tickets/escalation-view.rst:13 msgid "Escalation View Widget Header" msgstr "" #: ../content/agent/tickets/escalation-view.rst:15 msgid "Each view has a filter in the top of the widget to list tickets only in a specific escalation time period." msgstr "" #: ../content/agent/tickets/escalation-view.rst:18 msgid "Today" msgstr "" #: ../content/agent/tickets/escalation-view.rst:18 msgid "Tickets, that have a deadline today." msgstr "" #: ../content/agent/tickets/escalation-view.rst:21 msgid "Tomorrow" msgstr "" #: ../content/agent/tickets/escalation-view.rst:21 msgid "Tickets, that have a deadline tomorrow." msgstr "" #: ../content/agent/tickets/escalation-view.rst:25 msgid "Next week" msgstr "" #: ../content/agent/tickets/escalation-view.rst:24 msgid "Tickets, that have a deadline on the next week." msgstr "" #: ../content/agent/tickets/escalation-view.rst:28 msgid "Small Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:30 #: ../content/agent/tickets/queue-view.rst:37 #: ../content/agent/tickets/service-view.rst:33 #: ../content/agent/tickets/status-view.rst:21 msgid "This view lists tickets in a table format." msgstr "" #: ../content/agent/tickets/escalation-view.rst:35 msgid "Small Escalation View Screen" msgstr "" #: ../content/agent/tickets/escalation-view.rst:37 #: ../content/agent/tickets/escalation-view.rst:116 #: ../content/agent/tickets/escalation-view.rst:141 #: ../content/agent/tickets/queue-view.rst:44 #: ../content/agent/tickets/queue-view.rst:123 #: ../content/agent/tickets/queue-view.rst:148 #: ../content/agent/tickets/service-view.rst:40 #: ../content/agent/tickets/service-view.rst:119 #: ../content/agent/tickets/service-view.rst:144 #: ../content/agent/tickets/status-view.rst:28 #: ../content/agent/tickets/status-view.rst:108 #: ../content/agent/tickets/status-view.rst:133 msgid "To limit the number of displayed tickets per page:" msgstr "" #: ../content/agent/tickets/escalation-view.rst:40 #: ../content/agent/tickets/escalation-view.rst:119 #: ../content/agent/tickets/escalation-view.rst:144 #: ../content/agent/tickets/queue-view.rst:47 #: ../content/agent/tickets/queue-view.rst:126 #: ../content/agent/tickets/queue-view.rst:151 #: ../content/agent/tickets/service-view.rst:43 #: ../content/agent/tickets/service-view.rst:122 #: ../content/agent/tickets/service-view.rst:147 #: ../content/agent/tickets/status-view.rst:31 #: ../content/agent/tickets/status-view.rst:111 #: ../content/agent/tickets/status-view.rst:136 msgid "Select the maximum number of tickets displayed per page." msgstr "" #: ../content/agent/tickets/escalation-view.rst:43 #: ../content/agent/tickets/queue-view.rst:50 #: ../content/agent/tickets/service-view.rst:46 #: ../content/agent/tickets/status-view.rst:34 msgid "To set the displayed columns and adjust order of columns:" msgstr "" #: ../content/agent/tickets/escalation-view.rst:46 #: ../content/agent/tickets/queue-view.rst:53 #: ../content/agent/tickets/service-view.rst:49 #: ../content/agent/tickets/status-view.rst:37 msgid "Move columns from *Available Columns* to *Visible Columns* or vice versa." msgstr "" #: ../content/agent/tickets/escalation-view.rst:47 #: ../content/agent/tickets/queue-view.rst:54 #: ../content/agent/tickets/service-view.rst:50 #: ../content/agent/tickets/status-view.rst:38 msgid "Rearrange columns in *Visible Columns* by drag and drop." msgstr "" #: ../content/agent/tickets/escalation-view.rst:52 #: ../content/agent/tickets/queue-view.rst:59 #: ../content/agent/tickets/service-view.rst:55 #: ../content/agent/tickets/status-view.rst:43 msgid "Use the filter box to find a particular column in *Available Columns* by just typing the name to filter." msgstr "" #: ../content/agent/tickets/escalation-view.rst:54 #: ../content/agent/tickets/queue-view.rst:61 #: ../content/agent/tickets/service-view.rst:57 #: ../content/agent/tickets/status-view.rst:45 msgid "It is possible to sort tickets by a specific attribute, but not all attributes can be used for sort." msgstr "" #: ../content/agent/tickets/escalation-view.rst:56 #: ../content/agent/tickets/queue-view.rst:63 #: ../content/agent/tickets/service-view.rst:59 #: ../content/agent/tickets/status-view.rst:47 msgid "To sort tickets:" msgstr "" #: ../content/agent/tickets/escalation-view.rst:58 #: ../content/agent/tickets/queue-view.rst:65 #: ../content/agent/tickets/service-view.rst:61 #: ../content/agent/tickets/status-view.rst:49 msgid "Click on a column header to sort tickets by the selected attribute." msgstr "" #: ../content/agent/tickets/escalation-view.rst:59 #: ../content/agent/tickets/queue-view.rst:66 #: ../content/agent/tickets/service-view.rst:62 #: ../content/agent/tickets/status-view.rst:50 msgid "Click on the column header again to change the sort order." msgstr "" #: ../content/agent/tickets/escalation-view.rst:61 #: ../content/agent/tickets/queue-view.rst:68 #: ../content/agent/tickets/service-view.rst:64 #: ../content/agent/tickets/status-view.rst:52 msgid "It is possible to filter tickets by a specific attribute, but not all attributes can be used as filter. The filterable attributes are marked with a filter icon in the column header." msgstr "" #: ../content/agent/tickets/escalation-view.rst:64 #: ../content/agent/tickets/queue-view.rst:71 #: ../content/agent/tickets/service-view.rst:67 #: ../content/agent/tickets/status-view.rst:55 msgid "To filter tickets:" msgstr "" #: ../content/agent/tickets/escalation-view.rst:66 #: ../content/agent/tickets/queue-view.rst:73 #: ../content/agent/tickets/service-view.rst:69 #: ../content/agent/tickets/status-view.rst:57 msgid "Click on the filter icon in the column header." msgstr "" #: ../content/agent/tickets/escalation-view.rst:67 #: ../content/agent/tickets/queue-view.rst:74 #: ../content/agent/tickets/service-view.rst:70 #: ../content/agent/tickets/status-view.rst:58 msgid "Select a value for the filter." msgstr "" #: ../content/agent/tickets/escalation-view.rst:71 #: ../content/agent/tickets/queue-view.rst:78 #: ../content/agent/tickets/service-view.rst:74 #: ../content/agent/tickets/status-view.rst:62 msgid "Multiple filters can be set. Active filters are marked with a bold filter icon in the column header and a trash icon is displayed in the widget header. Click on this trash icon to remove all active filters." msgstr "" #: ../content/agent/tickets/escalation-view.rst:75 #: ../content/agent/tickets/queue-view.rst:82 #: ../content/agent/tickets/service-view.rst:78 #: ../content/agent/tickets/status-view.rst:66 msgid "This view has an own menu to manage tickets. Select a checkbox in the row of a ticket to see this menu." msgstr "" #: ../content/agent/tickets/escalation-view.rst:-1 msgid "Small Escalation View Menu" msgstr "" #: ../content/agent/tickets/escalation-view.rst:82 #: ../content/agent/tickets/queue-view.rst:89 #: ../content/agent/tickets/service-view.rst:85 #: ../content/agent/tickets/status-view.rst:73 msgid "Bulk" msgstr "" #: ../content/agent/tickets/escalation-view.rst:82 #: ../content/agent/tickets/queue-view.rst:89 #: ../content/agent/tickets/service-view.rst:85 #: ../content/agent/tickets/status-view.rst:73 msgid "Bulk action for the ticket, multiple attributes can be changed (see below)." msgstr "" #: ../content/agent/tickets/escalation-view.rst:85 #: ../content/agent/tickets/queue-view.rst:92 #: ../content/agent/tickets/service-view.rst:88 #: ../content/agent/tickets/status-view.rst:76 #: ../content/agent/tickets/ticket-zoom.rst:42 msgid "Unlock" msgstr "" #: ../content/agent/tickets/escalation-view.rst:85 #: ../content/agent/tickets/queue-view.rst:92 #: ../content/agent/tickets/service-view.rst:88 #: ../content/agent/tickets/status-view.rst:76 msgid "Unlock a ticket to give it back to the queue." msgstr "" #: ../content/agent/tickets/escalation-view.rst:88 #: ../content/agent/tickets/queue-view.rst:95 #: ../content/agent/tickets/service-view.rst:91 #: ../content/agent/tickets/status-view.rst:79 msgid "Zoom" msgstr "" #: ../content/agent/tickets/escalation-view.rst:88 #: ../content/agent/tickets/queue-view.rst:95 #: ../content/agent/tickets/service-view.rst:91 #: ../content/agent/tickets/status-view.rst:79 msgid "Open the :doc:`ticket-zoom` screen to see all details of the ticket." msgstr "" #: ../content/agent/tickets/escalation-view.rst:91 #: ../content/agent/tickets/queue-view.rst:98 #: ../content/agent/tickets/service-view.rst:94 #: ../content/agent/tickets/status-view.rst:82 msgid "A new window will be opened that displays the history of the ticket." msgstr "" #: ../content/agent/tickets/escalation-view.rst:94 #: ../content/agent/tickets/queue-view.rst:101 #: ../content/agent/tickets/service-view.rst:97 #: ../content/agent/tickets/status-view.rst:85 #: ../content/agent/tickets/ticket-zoom.rst:154 msgid "Note" msgstr "" #: ../content/agent/tickets/escalation-view.rst:94 #: ../content/agent/tickets/queue-view.rst:101 #: ../content/agent/tickets/service-view.rst:97 #: ../content/agent/tickets/status-view.rst:85 msgid "New note can be added to the ticket." msgstr "" #: ../content/agent/tickets/escalation-view.rst:97 #: ../content/agent/tickets/queue-view.rst:104 #: ../content/agent/tickets/service-view.rst:100 #: ../content/agent/tickets/status-view.rst:88 #: ../content/agent/tickets/ticket-zoom.rst:308 msgid "Close" msgstr "" #: ../content/agent/tickets/escalation-view.rst:97 #: ../content/agent/tickets/queue-view.rst:104 #: ../content/agent/tickets/service-view.rst:100 #: ../content/agent/tickets/status-view.rst:88 msgid "Close this ticket." msgstr "" #: ../content/agent/tickets/escalation-view.rst:100 #: ../content/agent/tickets/queue-view.rst:107 #: ../content/agent/tickets/service-view.rst:103 #: ../content/agent/tickets/status-view.rst:91 #: ../content/agent/tickets/ticket-zoom.rst:311 msgid "Quick Close" msgstr "" #: ../content/agent/tickets/escalation-view.rst:100 #: ../content/agent/tickets/queue-view.rst:107 #: ../content/agent/tickets/service-view.rst:103 #: ../content/agent/tickets/status-view.rst:91 msgid "Close this ticket by one click." msgstr "" #: ../content/agent/tickets/escalation-view.rst:104 #: ../content/agent/tickets/queue-view.rst:111 #: ../content/agent/tickets/service-view.rst:107 #: ../content/agent/tickets/status-view.rst:96 #: ../content/agent/tickets/ticket-zoom.rst:403 msgid "Move" msgstr "" #: ../content/agent/tickets/escalation-view.rst:103 #: ../content/agent/tickets/queue-view.rst:110 #: ../content/agent/tickets/status-view.rst:94 msgid "The ticket can be moved to an other queue." msgstr "" #: ../content/agent/tickets/escalation-view.rst:107 msgid "Medium Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:109 #: ../content/agent/tickets/queue-view.rst:116 #: ../content/agent/tickets/service-view.rst:112 #: ../content/agent/tickets/status-view.rst:101 msgid "This view lists tickets in a list view format." msgstr "" #: ../content/agent/tickets/escalation-view.rst:114 msgid "Medium Escalation View Screen" msgstr "" #: ../content/agent/tickets/escalation-view.rst:122 #: ../content/agent/tickets/escalation-view.rst:147 msgid "Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the *Small Escalation View* section." msgstr "" #: ../content/agent/tickets/escalation-view.rst:128 msgid "Floating Menu of Medium Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:132 msgid "Large Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:134 #: ../content/agent/tickets/queue-view.rst:141 #: ../content/agent/tickets/service-view.rst:137 #: ../content/agent/tickets/status-view.rst:126 msgid "This view lists tickets in a detailed format." msgstr "" #: ../content/agent/tickets/escalation-view.rst:139 msgid "Large Escalation View Screen" msgstr "" #: ../content/agent/tickets/escalation-view.rst:153 msgid "Floating Menu of Large Escalation View" msgstr "" #: ../content/agent/tickets/escalation-view.rst:157 msgid "Escalation View Bulk Actions" msgstr "" #: ../content/agent/tickets/escalation-view.rst:159 #: ../content/agent/tickets/queue-view.rst:166 #: ../content/agent/tickets/service-view.rst:162 #: ../content/agent/tickets/status-view.rst:151 msgid "Multiple attributes can be changed in this screen at the same time." msgstr "" #: ../content/agent/tickets/escalation-view.rst:164 msgid "Escalation View Bulk Action Screen" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:2 msgid "New Email Ticket" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:4 msgid "Use this screen to create tickets and send them to customer users. The email ticket screen is available in the *New Email Ticket* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:10 msgid "New Email Ticket Screen" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:22 msgid "To customer user \\*" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:16 msgid "The person, to whom the ticket is created for. This will be the *To* field of the email." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:25 #: ../content/agent/tickets/ticket-zoom.rst:208 #: ../content/agent/tickets/ticket-zoom.rst:499 #: ../content/agent/tickets/ticket-zoom.rst:553 msgid "Cc" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:25 #: ../content/agent/tickets/ticket-zoom.rst:208 #: ../content/agent/tickets/ticket-zoom.rst:499 #: ../content/agent/tickets/ticket-zoom.rst:553 msgid "Select other customer users as carbon copy of the email, if needed." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:28 #: ../content/agent/tickets/ticket-zoom.rst:211 #: ../content/agent/tickets/ticket-zoom.rst:502 #: ../content/agent/tickets/ticket-zoom.rst:556 msgid "Bcc" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:28 #: ../content/agent/tickets/ticket-zoom.rst:211 #: ../content/agent/tickets/ticket-zoom.rst:502 #: ../content/agent/tickets/ticket-zoom.rst:556 msgid "Select other customer users as blind carbon copy of the email, if needed." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:32 msgid "From queue \\*" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:31 msgid "Select a queue, where the new ticket should be placed to. The queue address will be the *From* field of the email." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:35 #: ../content/agent/tickets/new-phone-ticket.rst:27 msgid "The service category of this ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:39 #: ../content/agent/tickets/new-phone-ticket.rst:31 msgid "This field is available if ``Ticket::Service`` is enabled." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:42 #: ../content/agent/tickets/new-phone-ticket.rst:34 msgid "Service Level Agreement" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:42 #: ../content/agent/tickets/new-phone-ticket.rst:34 msgid "Select one of the Service Level Agreements if available." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:49 #: ../content/agent/tickets/new-phone-ticket.rst:41 #: ../content/agent/tickets/ticket-zoom.rst:110 msgid "Owner" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:45 #: ../content/agent/tickets/new-phone-ticket.rst:37 msgid "The owner is an agent, who actually works with the new ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:49 #: ../content/agent/tickets/new-phone-ticket.rst:41 msgid "Enable ``Ticket::Responsible`` setting to set an other agent as responsible for the ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:52 #: ../content/agent/tickets/new-phone-ticket.rst:44 msgid "Select an agent responsible for the ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:55 #: ../content/agent/tickets/new-phone-ticket.rst:47 #: ../content/agent/tickets/ticket-zoom.rst:60 #: ../content/agent/tickets/ticket-zoom.rst:94 #: ../content/agent/tickets/ticket-zoom.rst:138 #: ../content/agent/tickets/ticket-zoom.rst:165 #: ../content/agent/tickets/ticket-zoom.rst:221 #: ../content/agent/tickets/ticket-zoom.rst:262 #: ../content/agent/tickets/ticket-zoom.rst:292 #: ../content/agent/tickets/ticket-zoom.rst:388 #: ../content/agent/tickets/ticket-zoom.rst:512 #: ../content/agent/tickets/ticket-zoom.rst:566 msgid "Subject \\*" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:55 #: ../content/agent/tickets/new-phone-ticket.rst:47 #: ../content/agent/tickets/ticket-zoom.rst:60 #: ../content/agent/tickets/ticket-zoom.rst:94 #: ../content/agent/tickets/ticket-zoom.rst:138 #: ../content/agent/tickets/ticket-zoom.rst:165 #: ../content/agent/tickets/ticket-zoom.rst:221 #: ../content/agent/tickets/ticket-zoom.rst:262 #: ../content/agent/tickets/ticket-zoom.rst:292 #: ../content/agent/tickets/ticket-zoom.rst:388 #: ../content/agent/tickets/ticket-zoom.rst:512 #: ../content/agent/tickets/ticket-zoom.rst:566 msgid "The subject of the ticket like the subject of an email." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:62 #: ../content/agent/tickets/new-phone-ticket.rst:54 msgid "This might be helpful" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:58 #: ../content/agent/tickets/new-phone-ticket.rst:50 msgid "This field is not visible by default, but it displays related :doc:`../faq` articles based on the keywords entered in the *Subject* and/or the *Text* fields. Clicking on a FAQ article opens the :doc:`../faq/faq-zoom` screen." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:61 #: ../content/agent/tickets/new-phone-ticket.rst:53 msgid "The related FAQ articles are displayed as the agent types, so the list of suggested FAQ articles is updated after any word typed into the *Subject* and/or the *Text* fields. The suggested FAQ articles are sorted based on the number of matched keywords." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:65 #: ../content/agent/tickets/new-phone-ticket.rst:57 #: ../content/agent/tickets/ticket-zoom.rst:63 #: ../content/agent/tickets/ticket-zoom.rst:97 #: ../content/agent/tickets/ticket-zoom.rst:141 #: ../content/agent/tickets/ticket-zoom.rst:168 #: ../content/agent/tickets/ticket-zoom.rst:224 #: ../content/agent/tickets/ticket-zoom.rst:265 #: ../content/agent/tickets/ticket-zoom.rst:295 #: ../content/agent/tickets/ticket-zoom.rst:515 #: ../content/agent/tickets/ticket-zoom.rst:569 msgid "Options" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:65 #: ../content/agent/tickets/new-phone-ticket.rst:57 #: ../content/agent/tickets/ticket-zoom.rst:63 #: ../content/agent/tickets/ticket-zoom.rst:97 #: ../content/agent/tickets/ticket-zoom.rst:141 #: ../content/agent/tickets/ticket-zoom.rst:168 #: ../content/agent/tickets/ticket-zoom.rst:224 #: ../content/agent/tickets/ticket-zoom.rst:265 #: ../content/agent/tickets/ticket-zoom.rst:295 #: ../content/agent/tickets/ticket-zoom.rst:515 #: ../content/agent/tickets/ticket-zoom.rst:569 msgid "It is possible to add other objects like customer users or FAQ articles to the ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:68 #: ../content/agent/tickets/new-phone-ticket.rst:60 #: ../content/agent/tickets/ticket-zoom.rst:66 #: ../content/agent/tickets/ticket-zoom.rst:100 #: ../content/agent/tickets/ticket-zoom.rst:144 #: ../content/agent/tickets/ticket-zoom.rst:171 #: ../content/agent/tickets/ticket-zoom.rst:227 #: ../content/agent/tickets/ticket-zoom.rst:268 #: ../content/agent/tickets/ticket-zoom.rst:298 #: ../content/agent/tickets/ticket-zoom.rst:391 #: ../content/agent/tickets/ticket-zoom.rst:518 #: ../content/agent/tickets/ticket-zoom.rst:572 msgid "Text \\*" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:68 #: ../content/agent/tickets/new-phone-ticket.rst:60 msgid "The body text of the first article of the ticket." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:72 msgid "Signature" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:71 msgid "The signature assigned to the selected queue. Please contact your administrator to change the signature." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:76 #: ../content/agent/tickets/new-phone-ticket.rst:64 #: ../content/agent/tickets/ticket-zoom.rst:70 #: ../content/agent/tickets/ticket-zoom.rst:104 #: ../content/agent/tickets/ticket-zoom.rst:148 #: ../content/agent/tickets/ticket-zoom.rst:175 #: ../content/agent/tickets/ticket-zoom.rst:231 #: ../content/agent/tickets/ticket-zoom.rst:272 #: ../content/agent/tickets/ticket-zoom.rst:302 #: ../content/agent/tickets/ticket-zoom.rst:522 #: ../content/agent/tickets/ticket-zoom.rst:576 msgid "Attachments" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:75 #: ../content/agent/tickets/new-phone-ticket.rst:63 #: ../content/agent/tickets/ticket-zoom.rst:69 #: ../content/agent/tickets/ticket-zoom.rst:103 #: ../content/agent/tickets/ticket-zoom.rst:147 #: ../content/agent/tickets/ticket-zoom.rst:174 #: ../content/agent/tickets/ticket-zoom.rst:230 #: ../content/agent/tickets/ticket-zoom.rst:271 #: ../content/agent/tickets/ticket-zoom.rst:301 #: ../content/agent/tickets/ticket-zoom.rst:521 #: ../content/agent/tickets/ticket-zoom.rst:575 msgid "It is possible to add attachments to the ticket. Click on the field to add an attachment, or just drop some files here." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:80 #: ../content/agent/tickets/new-phone-ticket.rst:68 #: ../content/agent/tickets/ticket-zoom.rst:178 #: ../content/agent/tickets/ticket-zoom.rst:234 #: ../content/agent/tickets/ticket-zoom.rst:525 #: ../content/agent/tickets/ticket-zoom.rst:579 msgid "Next ticket state" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:79 #: ../content/agent/tickets/new-phone-ticket.rst:67 msgid "New tickets are in *open* state by default. Select an other state if you want to change it." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:84 #: ../content/agent/tickets/new-phone-ticket.rst:72 #: ../content/agent/tickets/ticket-zoom.rst:182 #: ../content/agent/tickets/ticket-zoom.rst:238 #: ../content/agent/tickets/ticket-zoom.rst:259 #: ../content/agent/tickets/ticket-zoom.rst:529 #: ../content/agent/tickets/ticket-zoom.rst:583 msgid "Pending date" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:83 #: ../content/agent/tickets/new-phone-ticket.rst:71 #: ../content/agent/tickets/ticket-zoom.rst:181 #: ../content/agent/tickets/ticket-zoom.rst:237 #: ../content/agent/tickets/ticket-zoom.rst:258 #: ../content/agent/tickets/ticket-zoom.rst:528 #: ../content/agent/tickets/ticket-zoom.rst:582 msgid "Select a date and time as reminder for the ticket. If the pending time is reached, the ticket can be escalated." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:87 #: ../content/agent/tickets/new-phone-ticket.rst:75 msgid "New tickets have *3 normal* priority by default. Select an other priority if you want to change it." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:91 #: ../content/agent/tickets/new-phone-ticket.rst:79 #: ../content/agent/tickets/ticket-zoom.rst:76 #: ../content/agent/tickets/ticket-zoom.rst:110 #: ../content/agent/tickets/ticket-zoom.rst:154 #: ../content/agent/tickets/ticket-zoom.rst:185 #: ../content/agent/tickets/ticket-zoom.rst:244 #: ../content/agent/tickets/ticket-zoom.rst:278 #: ../content/agent/tickets/ticket-zoom.rst:308 #: ../content/agent/tickets/ticket-zoom.rst:535 #: ../content/agent/tickets/ticket-zoom.rst:589 msgid "Time units (work units)" msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:91 #: ../content/agent/tickets/new-phone-ticket.rst:79 #: ../content/agent/tickets/ticket-zoom.rst:76 #: ../content/agent/tickets/ticket-zoom.rst:110 #: ../content/agent/tickets/ticket-zoom.rst:154 #: ../content/agent/tickets/ticket-zoom.rst:185 #: ../content/agent/tickets/ticket-zoom.rst:244 #: ../content/agent/tickets/ticket-zoom.rst:278 #: ../content/agent/tickets/ticket-zoom.rst:308 #: ../content/agent/tickets/ticket-zoom.rst:535 #: ../content/agent/tickets/ticket-zoom.rst:589 msgid "Enter any amount of time units for time accounting." msgstr "" #: ../content/agent/tickets/new-email-ticket.rst:93 msgid "After all information is collected and set, click on the *Send mail* button to create the new ticket and send the email to the selected customer users." msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:2 msgid "New Phone Ticket" msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:4 msgid "Use this screen to create tickets based on phone calls. The phone ticket screen is available in the *New Phone Ticket* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:10 msgid "New Phone Ticket Screen" msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:21 #: ../content/agent/tickets/ticket-zoom.rst:121 msgid "Customer user \\*" msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:16 msgid "The person, to whom the ticket is created for." msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:24 msgid "To queue \\*" msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:24 msgid "The queue, where the new ticket will be placed to." msgstr "" #: ../content/agent/tickets/new-phone-ticket.rst:81 msgid "After all information is collected and set, click on the *Create* button to create the new ticket." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:2 msgid "New Process Ticket" msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:6 #: ../content/agent/tickets/ticket-zoom.rst:318 #: ../content/agent/tickets/ticket-zoom.rst:482 msgid "This option is available only, if at least one process is deployed in the system." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:8 msgid "Use this screen to create tickets from processes. The process ticket screen is available in the *New Process Ticket* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:14 msgid "New Process Ticket Screen" msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:16 msgid "The following setting is available when adding this resource. The fields marked with an asterisk are mandatory." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:24 msgid "Process \\*" msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:20 msgid "A process needs to be selected from the list to continue." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:24 msgid "Processes can be defined in the *Process Management* module of the administrator interface." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:26 msgid "After a process is selected, the screen will be refreshed with the first activity dialog of the selected process." msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:31 msgid "Application For Leave Process Activity Dialog" msgstr "" #: ../content/agent/tickets/new-process-ticket.rst:35 msgid "The fields displayed depend on the process, therefore no explanation is described here for those fields." msgstr "" #: ../content/agent/tickets/queue-view.rst:2 msgid "Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:4 msgid "Use this screen to view tickets in specific queues. The *Queue View* screen is available in the *Queue View* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/queue-view.rst:8 msgid "If your are **missing a queue** in the listing of the queues there are two possible explanations:" msgstr "" #: ../content/agent/tickets/queue-view.rst:10 msgid "You may miss permissions to it. Contact your administrator to provide you with the necessary permissions." msgstr "" #: ../content/agent/tickets/queue-view.rst:12 msgid "There is no open ticket in that queue. If no tickets or only closed tickets are in that queue, the queue name is hidden from that list." msgstr "" #: ../content/agent/tickets/queue-view.rst:21 msgid "Queue View Widget Header" msgstr "" #: ../content/agent/tickets/queue-view.rst:23 msgid "Each view has a filter in the top of the widget to list tickets only in a specific queue or tickets in *My Queues* set in :doc:`../avatar/personal-preferences`." msgstr "" #: ../content/agent/tickets/queue-view.rst:25 #: ../content/agent/tickets/service-view.rst:21 msgid "There are also filters to view *All tickets* or only *Available tickets*." msgstr "" #: ../content/agent/tickets/queue-view.rst:28 #: ../content/agent/tickets/service-view.rst:24 msgid "All tickets" msgstr "" #: ../content/agent/tickets/queue-view.rst:28 #: ../content/agent/tickets/service-view.rst:24 msgid "This option lists all tickets in the selected queue." msgstr "" #: ../content/agent/tickets/queue-view.rst:32 #: ../content/agent/tickets/service-view.rst:28 msgid "Available tickets" msgstr "" #: ../content/agent/tickets/queue-view.rst:31 #: ../content/agent/tickets/service-view.rst:27 msgid "This option lists only open tickets which are available for working with them." msgstr "" #: ../content/agent/tickets/queue-view.rst:35 msgid "Small Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:42 msgid "Small Queue View Screen" msgstr "" #: ../content/agent/tickets/queue-view.rst:-1 msgid "Small Queue View Menu" msgstr "" #: ../content/agent/tickets/queue-view.rst:114 msgid "Medium Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:121 msgid "Medium Queue View Screen" msgstr "" #: ../content/agent/tickets/queue-view.rst:129 #: ../content/agent/tickets/queue-view.rst:154 msgid "Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the *Small Queue View* section." msgstr "" #: ../content/agent/tickets/queue-view.rst:135 msgid "Floating Menu of Medium Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:139 msgid "Large Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:146 msgid "Large Queue View Screen" msgstr "" #: ../content/agent/tickets/queue-view.rst:160 msgid "Floating Menu of Large Queue View" msgstr "" #: ../content/agent/tickets/queue-view.rst:164 msgid "Queue View Bulk Actions" msgstr "" #: ../content/agent/tickets/queue-view.rst:171 msgid "Queue View Bulk Action Screen" msgstr "" #: ../content/agent/tickets/search.rst:4 msgid "Use this screen to search for tickets based on various criteria. The ticket search screen is available in the *Search* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/search.rst:37 msgid "If only one ticket matches, the :doc:`ticket-zoom` will be opened. Otherwise you will be redirected to *Search Results* screen to see all matched tickets." msgstr "" #: ../content/agent/tickets/search.rst:48 msgid "Use the *Profile link* button to go directly to *Search Results* screen. This is the permanent link of the search template." msgstr "" #: ../content/agent/tickets/service-view.rst:2 msgid "Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:8 msgid "Use this screen to view tickets in specific services. The *Service View* screen is available in the *Service View* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/service-view.rst:17 msgid "Service View Widget Header" msgstr "" #: ../content/agent/tickets/service-view.rst:19 msgid "Each view has a filter in the top of the widget to list tickets only in a specific service or tickets in *My Services* set in :doc:`../avatar/personal-preferences`." msgstr "" #: ../content/agent/tickets/service-view.rst:31 msgid "Small Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:38 msgid "Small Service View Screen" msgstr "" #: ../content/agent/tickets/service-view.rst:-1 msgid "Small Service View Menu" msgstr "" #: ../content/agent/tickets/service-view.rst:106 msgid "The ticket can be moved to an other queue.." msgstr "" #: ../content/agent/tickets/service-view.rst:110 msgid "Medium Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:117 msgid "Medium Service View Screen" msgstr "" #: ../content/agent/tickets/service-view.rst:125 #: ../content/agent/tickets/service-view.rst:150 msgid "Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the *Small Service View* section." msgstr "" #: ../content/agent/tickets/service-view.rst:131 msgid "Floating Menu of Medium Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:135 msgid "Large Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:142 msgid "Large Service View Screen" msgstr "" #: ../content/agent/tickets/service-view.rst:156 msgid "Floating Menu of Large Service View" msgstr "" #: ../content/agent/tickets/service-view.rst:160 msgid "Service View Bulk Actions" msgstr "" #: ../content/agent/tickets/service-view.rst:167 msgid "Service View Bulk Action Screen" msgstr "" #: ../content/agent/tickets/status-view.rst:2 msgid "Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:4 msgid "Use this screen to view tickets in specific states. The *Status View* screen is available in the *Status View* menu item of the *Tickets* menu." msgstr "" #: ../content/agent/tickets/status-view.rst:13 msgid "Status View Widget Header" msgstr "" #: ../content/agent/tickets/status-view.rst:15 msgid "Each view has a filter in the top of the widget to list tickets only in a specific state." msgstr "" #: ../content/agent/tickets/status-view.rst:19 msgid "Small Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:26 msgid "Small Status View Screen" msgstr "" #: ../content/agent/tickets/status-view.rst:-1 msgid "Small Status View Menu" msgstr "" #: ../content/agent/tickets/status-view.rst:99 msgid "Medium Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:106 msgid "Medium Status View Screen" msgstr "" #: ../content/agent/tickets/status-view.rst:114 #: ../content/agent/tickets/status-view.rst:139 msgid "Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the *Small Status View* section." msgstr "" #: ../content/agent/tickets/status-view.rst:120 msgid "Floating Menu of Medium Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:124 msgid "Large Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:131 msgid "Large Status View Screen" msgstr "" #: ../content/agent/tickets/status-view.rst:145 msgid "Floating Menu of Status Queue View" msgstr "" #: ../content/agent/tickets/status-view.rst:145 msgid "Floating Menu of Large Status View" msgstr "" #: ../content/agent/tickets/status-view.rst:149 msgid "Status View Bulk Actions" msgstr "" #: ../content/agent/tickets/status-view.rst:156 msgid "Status View Bulk Action Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:2 msgid "Ticket Zoom" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:4 msgid "Use this screen to see the details of a ticket. The *Ticket Zoom* screen is available, if you click on a ticket in any other screens." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:16 #: ../content/agent/tickets/ticket-zoom.rst:25 msgid "Ticket Menu" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:18 msgid "The *Ticket Zoom* screen has an own menu." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:20 #: ../content/agent/tickets/ticket-zoom.rst:450 msgid "The menu is extensible and menu items can be grouped into drop-down lists." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:42 msgid "Lock or Unlock" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:31 msgid "The name of the menu item depends on the lock state of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:34 msgid "If the ticket is unlocked, an agent can lock the ticket and the agent becomes the ticket owner." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:37 msgid "If the ticket is locked to an agent, the agent can release the ticket and other agents can lock it." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:41 msgid "This menu item has no confirmation window. Lock or unlock the ticket is done immediately." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:49 msgid "This menu item opens a new window to change the priority of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:54 msgid "Change Priority Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:57 msgid "Select the new priority for the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:66 #: ../content/agent/tickets/ticket-zoom.rst:100 #: ../content/agent/tickets/ticket-zoom.rst:144 #: ../content/agent/tickets/ticket-zoom.rst:171 #: ../content/agent/tickets/ticket-zoom.rst:227 #: ../content/agent/tickets/ticket-zoom.rst:268 #: ../content/agent/tickets/ticket-zoom.rst:298 #: ../content/agent/tickets/ticket-zoom.rst:518 #: ../content/agent/tickets/ticket-zoom.rst:572 msgid "The body text of the note to be added to the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:73 #: ../content/agent/tickets/ticket-zoom.rst:107 #: ../content/agent/tickets/ticket-zoom.rst:151 #: ../content/agent/tickets/ticket-zoom.rst:275 #: ../content/agent/tickets/ticket-zoom.rst:305 msgid "Is visible for customer" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:73 #: ../content/agent/tickets/ticket-zoom.rst:107 #: ../content/agent/tickets/ticket-zoom.rst:151 #: ../content/agent/tickets/ticket-zoom.rst:241 #: ../content/agent/tickets/ticket-zoom.rst:275 #: ../content/agent/tickets/ticket-zoom.rst:305 #: ../content/agent/tickets/ticket-zoom.rst:532 #: ../content/agent/tickets/ticket-zoom.rst:586 msgid "Define, if the note is an internal note or customer can view it." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:124 msgid "People" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:79 #: ../content/agent/tickets/ticket-zoom.rst:127 #: ../content/agent/tickets/ticket-zoom.rst:321 msgid "This menu item groups the following menu items together:" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:82 msgid "This menu item opens a new window to change the owner of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:87 msgid "Change Owner Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:91 msgid "New Owner \\*" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:90 msgid "Select the new owner agent from the list. The agent needs *owner* permission, otherwise the agent is not listed." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:124 msgid "Customer" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:113 msgid "This menu item opens a new window to change the customer of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:118 msgid "Change Customer Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:121 msgid "The new customer user of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:124 msgid "Automatically selected based on the customer user." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:244 msgid "Communication" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:130 msgid "This menu item opens a new window to add a note as new article to the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:135 msgid "Add Note Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:185 msgid "Phone Call Outbound" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:157 msgid "This menu item opens a new window to add a note based on an outgoing phone call to the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:162 msgid "Phone Call Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:178 #: ../content/agent/tickets/ticket-zoom.rst:234 #: ../content/agent/tickets/ticket-zoom.rst:525 #: ../content/agent/tickets/ticket-zoom.rst:579 msgid "Select an other state if you want to change it." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:190 msgid "Phone Call Inbound" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:188 msgid "This menu item opens a new window to add a note based on an incoming phone call to the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:190 msgid "This screen is the same as *Phone Call Outbound* screen." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:244 msgid "E-Mail Outbound" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:193 msgid "This menu item opens a new window to send an email and add the email as article to the ticket. This screen is very similar to an email client screen." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:199 msgid "Outbound Email Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:202 #: ../content/agent/tickets/ticket-zoom.rst:382 #: ../content/agent/tickets/ticket-zoom.rst:493 #: ../content/agent/tickets/ticket-zoom.rst:547 msgid "From" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:202 #: ../content/agent/tickets/ticket-zoom.rst:382 #: ../content/agent/tickets/ticket-zoom.rst:493 #: ../content/agent/tickets/ticket-zoom.rst:547 msgid "This field is read only and holds the queue address." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:205 #: ../content/agent/tickets/ticket-zoom.rst:385 #: ../content/agent/tickets/ticket-zoom.rst:496 #: ../content/agent/tickets/ticket-zoom.rst:550 msgid "To \\*" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:205 #: ../content/agent/tickets/ticket-zoom.rst:385 #: ../content/agent/tickets/ticket-zoom.rst:496 #: ../content/agent/tickets/ticket-zoom.rst:550 msgid "This will be the *To* field of the email." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:215 #: ../content/agent/tickets/ticket-zoom.rst:506 #: ../content/agent/tickets/ticket-zoom.rst:560 msgid "You can select a customer user from OTOBO or any valid email address can be added here." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:241 #: ../content/agent/tickets/ticket-zoom.rst:532 #: ../content/agent/tickets/ticket-zoom.rst:586 msgid "Visible for customer" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:278 msgid "Pending" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:247 msgid "This menu item opens a new window to set the pending time of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:252 #: ../content/agent/tickets/ticket-zoom.rst:286 msgid "Set Pending Time Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:255 #: ../content/agent/tickets/ticket-zoom.rst:289 msgid "Next state" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:255 msgid "Select the pending state of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:281 msgid "This menu item opens a new window to close the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:289 msgid "Select the closed state of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:311 msgid "Close the ticket by one click." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:314 msgid "This menu item opens the :doc:`new-process-ticket` screen to start a process from this ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:324 msgid "This menu item opens a new window to see the history of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:329 msgid "Ticket History Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:333 msgid "If several entries are added to the history, use the filter box to find a particular entry by just typing something to filter." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:340 msgid "Free Fields" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:340 msgid "This menu item opens a new window to change the free field values of the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:345 msgid "Ticket Free Text Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:351 msgid "This menu item opens the standard link screen of OTOBO. Tickets can be linked to other tickets, FAQ articles or appointments. Existing links can also be managed here." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:358 msgid "Link Ticket Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:361 msgid "Link with" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:361 msgid "Select the other object the ticket should be linked to." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:363 msgid "The other fields can be used to find the appropriate object to link, and the fields can be different for each object." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:391 msgid "Merge" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:366 msgid "This menu item opens a new window to find a destination ticket for the current ticket. The articles of current ticket will be moved to the destination ticket, and the current ticket will get the state *merged*." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:372 msgid "Ticket Merge Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:375 msgid "Merge to Ticket# \\*" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:375 msgid "Try typing part of the ticket number or title in order to search by it." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:379 msgid "Inform sender" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:378 msgid "Check this box, if you would like to inform sender about ticket merge. If this box is checked, the following fields must be filled." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:391 msgid "The body text of the email to be sent." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:394 msgid "This menu item opens the :doc:`../calendar/new-appointment` dialog, and selects the current ticket in the *Ticket* field for linking." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:397 msgid "This menu item is only a drop-down list of available queues. Select a destination queue, if the ticket needs to be moved there." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:402 msgid "This menu item has no confirmation window. Moving the ticket to an other queue is done immediately." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:413 msgid "Settings" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:406 msgid "Click on the gear icon in the right side of the ticket menu to change the article view settings. The following options are available:" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:410 msgid "Show one article" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:410 msgid "Only the article is displayed in the *Article Zoom* widget, which is selected in the *Article Overview* widget." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:413 msgid "Show all articles" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:413 msgid "All articles are displayed in the *Article Zoom* widget under each other." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:416 msgid "Article Overview" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:418 msgid "This widget lists all articles of the ticket in a table." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:423 msgid "Article Overview Widget" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:425 msgid "Most of the columns are sortable by clicking on the header. Click again to change the sort order." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:428 msgid "There are three possible colors used to mark the type of article." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:430 msgid "White: the article is visible for the customer user in the external interface and for agents in the agent interface." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:431 msgid "Red: the article is not visible for the customer user in the external interface, but it is visible for agents in the agent interface." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:432 msgid "Yellow: the article is a system message and the visibility can be changed in the system configuration." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:436 msgid "This widget is not displayed in ticket timeline view." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:440 msgid "Article Zoom" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:442 msgid "This widget displays the details of the article. The widget has an own menu." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:448 msgid "Article Zoom Widget" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:454 msgid "Mark or Unmark" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:453 msgid "Use this menu item to mark article as important or to remove the important flag from the article. Important articles have a red information flag in the *Article Overview* widget." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:457 msgid "This menu item opens a PDF file to show the printer friendly version of the current article. You can save or print this PDF file." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:482 msgid "Split" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:461 msgid "Use this menu item to split the article to an other ticket. Select the new ticket type and click on the *Submit* button." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:467 msgid "Article Split Dialog" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:469 msgid "It is possible to split the article into several type of ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:472 msgid "Email ticket" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:472 msgid "Selecting this will open the :doc:`new-email-ticket` screen and fill in the fields with the current article data." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:475 msgid "Phone ticket" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:475 msgid "Selecting this will open the :doc:`new-phone-ticket` screen and fill in the fields with the current article data." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:482 msgid "Process ticket" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:478 msgid "Selecting this will open the :doc:`new-process-ticket` screen and fill in the fields with the current article data." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:535 msgid "Forward" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:485 msgid "Use this menu item to forward the article via email." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:490 msgid "Article Forward Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:589 msgid "Reply" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:538 msgid "Use this menu item to compose an answer to the article via email. Reply is created from a response template set in *Templates* module of the administrator interface." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:0 #: ../content/agent/tickets/ticket-zoom.rst:544 msgid "Compose Answer Screen" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:592 msgid "Linked Objects" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:594 msgid "Tickets can be linked to other objects. Use this widget to see the links between the ticket and other objects." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:602 msgid "New links can be added by the *Link* menu item of the *Ticket Zoom* menu. Existing links can also be managed there." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:618 msgid "Ticket Information" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:620 msgid "This widget contains information about the ticket." msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:625 msgid "Ticket Information Widget" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:629 msgid "Customer Information" msgstr "" #: ../content/agent/tickets/ticket-zoom.rst:631 msgid "This widget contains information about the customer." msgstr "" #: ../content/customer.rst:4 msgid "In this section you can find information if you are working as a customer user in OTOBO." msgstr "" #: ../content/customer/avatar.rst:2 msgid "Avatar Actions" msgstr "" #: ../content/customer/avatar.rst:4 msgid "By hovering over the *Avatar* you can either :doc:`avatar/logout` or change your :doc:`avatar/personal-preferences`." msgstr "" #: ../content/customer/avatar/logout.rst:4 msgid "Use the logout icon to leave OTOBO and go to the login screen." msgstr "" #: ../content/customer/avatar/logout.rst:13 msgid "Clicking on logout icon will logout the user without confirmation." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:4 msgid "Use this screen to set personal preferences in OTOBO. All settings changed on this site affect only your profile, and does not affect the behavior of OTOBO for other users." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:10 msgid "Here you can change the skin of your OTOBO interface." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:15 msgid "Skin selection" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:22 msgid "Here you can change your current password. To change the password, all fields must be filled." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:28 msgid "Change Password" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:40 msgid "Interface language" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:42 msgid "Here you can change the language of your OTOBO interface." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:47 msgid "Language selection" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:49 msgid "Only those languages are listed by default, in which OTOBO is translated more than 95%." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:54 msgid "Here you can change the timezone to match your current location to get proper date and time calculation in OTOBO." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:59 msgid "Time Zone selection" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:64 msgid "Ticket overview" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:77 msgid "Refreshing the overview screens too often can cause performance issues on large systems with many users." msgstr "" #: ../content/customer/avatar/personal-preferences.rst:80 #: ../content/customer/avatar/personal-preferences.rst:87 msgid "Number of displayed tickets" msgstr "" #: ../content/customer/avatar/personal-preferences.rst:82 msgid "Here you can select how many tickets should be shown by default." msgstr "" #: ../content/history.rst:3 msgid "Documentation History" msgstr "" #: ../content/history.rst:5 msgid "2019 - OTRS User Manual - OTRS AG (https://otrs.com)" msgstr "" #: ../content/history.rst:6 msgid "2020 - OTOBO User Tutorial - Rother OSS GmbH (https://otobo.de)" msgstr "" #: ../content/history.rst:8 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:11 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/index.rst:7 msgid "OTOBO User Tutorial" msgstr "" #: ../content/index.rst:9 msgid "This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany." msgstr "" #: ../content/index.rst:12 msgid "Copyright © for modifications and amendments ROTHER OSS GmbH (https://otobo.io), Oberwalting 31, 94339 Leiblfing, Germany" msgstr "" #: ../content/index.rst:15 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:22 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:29 msgid "Published by: Rother OSS GmbH, (https://otobo.io), Oberwalting 31, 94339 Leiblfing, Germany." msgstr "" #: ../content/index.rst:32 msgid "Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.io)." msgstr "" #: ../content/introduction.rst:2 msgid "Introduction" msgstr "" #: ../content/introduction.rst:4 msgid "This manual is intended for use by OTOBO agents. The chapters describe the usage of the OTOBO software as an agent user." msgstr "" #: ../content/introduction.rst:9 msgid "Login to Agent Interface" msgstr "" #: ../content/introduction.rst:11 msgid "The agent interface is available at the following location." msgstr "" #: ../content/introduction.rst:15 ../content/introduction.rst:51 msgid "You have to replace ```` with your domain." msgstr "" #: ../content/introduction.rst:21 msgid "You need an agent account to be able to use OTOBO. If you have no account yet, please contact your administrator." msgstr "" #: ../content/introduction.rst:27 msgid "Agent Login Screen" msgstr "" #: ../content/introduction.rst:29 ../content/introduction.rst:65 msgid "If you forget your password, click on the *Lost your password?* link, and follow the instructions there." msgstr "" #: ../content/introduction.rst:34 ../content/introduction.rst:70 msgid "Request New Password Screen" msgstr "" #: ../content/introduction.rst:36 msgid "After a successful login, the agent dashboard will be displayed." msgstr "" #: ../content/introduction.rst:41 msgid "Agent Interface" msgstr "" #: ../content/introduction.rst:45 msgid "Login to Customer Interface" msgstr "" #: ../content/introduction.rst:47 msgid "The customer interface is available at the following location." msgstr "" #: ../content/introduction.rst:57 msgid "You need a customer account to be able to use OTOBO. If you have no account yet, please contact your administrator or signup (if enabled by the administrator)." msgstr "" #: ../content/introduction.rst:63 msgid "Customer Login Screen" msgstr "" #: ../content/introduction.rst:72 msgid "After a successful login, the customer dashboard will be displayed." msgstr "" #: ../content/introduction.rst:77 msgid "Customer Interface" msgstr ""