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