1# 2# This is popup help messages for the Admin Panel -> Manage -> Filter 3# 4# Fields: 5# title - Shown in bold at the top of the popover window 6# content - The body of the help popover 7# links - List of links shows below the content 8# title - Link title 9# href - href of link (links starting with / are translated to the 10# helpdesk installation path) 11# 12# The key names such as 'helpdesk_name' should not be translated as they 13# must match the HTML #ids put into the page template. 14# 15--- 16 17execution_order: 18 title: Execution Order 19 content: > 20 Enter a number that controls the priority of the filter. The 21 lower the number, the higher the priority this filter will have in being 22 executed over against another filter that might have higher order of execution. 23 <br><br> 24 If you want this filter to be the last filter applied on a match, enable <span 25 class="doc-desc-title">Stop Processing Further On Match</span>. 26 27target_channel: 28 title: Channel 29 content: > 30 Choose the target <span class="doc-desc-title">Channel</span> for your <span 31 class="doc-desc-title">ticket Filter</span>. The <span 32 class="doc-desc-title">Channel</span> is the source through which the ticket arrived into the system. 33 <br><br> 34 For example, if you choose <span class="doc-desc-opt">Web Forms</span>, 35 you are saying that you want to apply the <span 36 class="doc-desc-title">ticket Filter</span> to those tickets that 37 originated from the Client Portal's webform. 38 39rules_matching_criteria: 40 title: Rules Matching Criteria 41 content: > 42 Choose how elastic you want the matches of your <span 43 class="doc-desc-title">ticket Filter</span> to be. If you would like the 44 <span class="doc-desc-title">ticket Filter</span> to 45 match any of the rules, and then stop, choose <span 46 class="doc-desc-opt">Match Any</span>. If you would like <em><strong>all 47 rules</strong></em> of the <span class="doc-desc-title">ticket 48 Filter</span> to be matched, choose <span class="doc-desc-opt">Match 49 All</span>. 50 51reject_ticket: 52 title: Reject Ticket 53 content: > 54 If this is enabled, further processing is stopped and all other choices of action below will be ignored on match. 55 56reply_to_email: 57 title: Reply-To Email 58 content: > 59 Enable this if you want your Help Desk to honor a User's email 60 application's <span class="doc-desc-title">Reply To</span> header. 61 This field is only relevant if the <span 62 class="doc-desc-title">Channel</span> above includes <span 63 class="doc-desc-opt">Email</span>. 64 65ticket_auto_response: 66 title: Disable Ticket Auto-Response 67 content: > 68 <em>Note: This will override any <span 69 class="doc-desc-title">Department</span> or <span class="doc-desc-title">Autoresponder settings</span>.</em> 70 71canned_response: 72 title: Canned Auto-Reply 73 content: > 74 Choose a <span class="doc-desc-title">Canned Response</span> you 75 want to be emailed to the user on <span 76 class="doc-desc-title">Ticket Filter</span> match. The <span 77 class="doc-desc-title">New Ticket Auto-Reply</span> template used 78 depends on what <span class="doc-desc-title">template set</span> is 79 assigned as default, or to a matching ticket's <span 80 class="doc-desc-title">Department</span>. 81 links: 82 - title: Manage Canned Responses 83 href: /scp/canned.php 84 - title: Manage Template Sets 85 href: /scp/templates.php 86 - title: New Ticket Auto-Reply Template 87 href: /scp/templates.php?id=2&a=manage 88 89department: 90 title: Department 91 content: > 92 Choose what <span class="doc-desc-title">Department</span> you want the 93 matches of the <span class="doc-desc-title">Ticket Filter</span> to be 94 assigned. 95 links: 96 - title: Manage Departments 97 href: /scp/departments.php 98 99priority: 100 title: Priority 101 content: > 102 Choose the <span class="doc-desc-title">Priority</span> level you want to 103 be applied to the matches of the <span class="doc-desc-title">Ticket 104 Filter</span>.<br /> 105 <br /> 106 <em>Note: This will override <span 107 class="doc-desc-title">Department</span> or <span class="doc-desc-title"> Help Topic</span> settings.</em> 108 109sla_plan: 110 title: SLA Plan 111 content: > 112 Choose the <span class="doc-desc-title">SLA Plan</span> you want to 113 be applied to the matches of the <span class="doc-desc-title">Ticket 114 Filter</span>. 115 links: 116 - title: Manage SLA Plans 117 href: /scp/slas.php 118 119auto_assign: 120 title: Auto-Assign 121 content: > 122 Choose an Agent or a Team to whom you want the matches of the <span 123 class="doc-desc-title">Ticket Filter</span> to be assigned. 124 links: 125 - title: Manage Agents 126 href: /scp/staff.php 127 - title: Manage Teams 128 href: /scp/teams.php 129 130help_topic: 131 title: Help Topic 132 content: > 133 Choose the <span class="doc-desc-title">Help Topic</span> you want to 134 be applied to the matches of the <span class="doc-desc-title">Ticket 135 Filter</span>. 136 links: 137 - title: Manage Help Topics 138 href: /scp/helptopics.php 139 140admin_notes: 141 title: Admin Notes 142 content: > 143 These notes are only visible to those whose account type is ‘<span 144 class="doc-desc-title">Admin</span>.’ 145