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Ticket.xml
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Ticket.xml
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<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="Ticket::Hook" Required="1" Valid="1">
<Description Translatable="1">The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="">Ticket#</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::HookDivider" Required="1" Valid="1">
<Description Translatable="1">The divider between TicketHook and ticket number. E.g ': '.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex=""></String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SubjectSize" Required="1" Valid="1">
<Description Translatable="1">Max size of the subjects in an email reply and in some overview screens.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="^[0-9]{1,3}$">100</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SubjectRe" Required="1" Valid="1">
<Description Translatable="1">The text at the beginning of the subject in an email reply, e.g. RE, AW, or AS.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="">Re</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SubjectFwd" Required="1" Valid="1">
<Description Translatable="1">The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="">Fwd</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SubjectFormat" Required="1" Valid="1">
<Description Translatable="1">The format of the subject. 'Left' means '[TicketHook#:12345] Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]', 'None' means 'Some Subject' and no ticket number. In the latter case you should verify that the setting PostMaster::CheckFollowUpModule###0200-References is activated to recognize followups based on email headers.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="Left">
<Item Key="Left" Translatable="1">Left</Item>
<Item Key="Right" Translatable="1">Right</Item>
<Item Key="None" Translatable="1">None</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::MergeDynamicFields" Required="1" Valid="1">
<Description Translatable="1">A list of dynamic fields that are merged into the main ticket during a merge operation. Only dynamic fields that are empty in the main ticket will be set.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Array>
</Array>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::CustomQueue" Required="1" Valid="1">
<Description Translatable="1">Name of custom queue. The custom queue is a queue selection of your preferred queues and can be selected in the preferences settings.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="" Translatable="1">My Queues</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::CustomService" Required="1" Valid="1">
<Description Translatable="1">Name of custom service. The custom service is a service selection of your preferred services and can be selected in the preferences settings.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="" Translatable="1">My Services</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::NewArticleIgnoreSystemSender" Required="1" Valid="1">
<Description Translatable="1">Ignore system sender article types (e. g. auto responses or email notifications) to be flagged as 'Unread Article' in AgentTicketZoom or expanded automatically in Large view screens.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::ChangeOwnerToEveryone" Required="1" Valid="1">
<Description Translatable="1">Changes the owner of tickets to everyone (useful for ASP). Normally only agent with rw permissions in the queue of the ticket will be shown.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Responsible" Required="0" Valid="1">
<Description Translatable="1">Enables ticket responsible feature, to keep track of a specific ticket.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="1" Translatable="1">Yes</Item>
<Item Key="0" Translatable="1">No</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::ResponsibleAutoSet" Required="0" Valid="1">
<Description Translatable="1">Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="1">
<Item Key="1" Translatable="1">Yes</Item>
<Item Key="0" Translatable="1">No</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::InvalidOwner::StateChange" Required="0" Valid="1">
<Description Translatable="1">Automatically change the state of a ticket with an invalid owner once it is unlocked. Maps from a state type to a new ticket state.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="pending reminder">open</Item>
<Item Key="pending auto">open</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Type" Required="1" Valid="1">
<Description Translatable="1">Allows defining new types for ticket (if ticket type feature is enabled).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Type::Default" Required="1" Valid="1">
<Description Translatable="1">Defines the default ticket type.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="" Translatable="1">Unclassified</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Service" Required="1" Valid="1">
<Description Translatable="1">Allows defining services and SLAs for tickets (e. g. email, desktop, network, ...), and escalation attributes for SLAs (if ticket service/SLA feature is enabled).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Service::KeepChildren" Required="1" Valid="1">
<Description Translatable="1">Retains all services in listings even if they are children of invalid elements.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Service::Default::UnknownCustomer" Required="1" Valid="1">
<Description Translatable="1">Allows default services to be selected also for non existing customers.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::ArchiveSystem" Required="1" Valid="1">
<Description Translatable="1">Activates the ticket archive system to have a faster system by moving some tickets out of the daily scope. To search for these tickets, the archive flag has to be enabled in the ticket search.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::ArchiveSystem::RemoveSeenFlags" Required="1" Valid="1">
<Description Translatable="1">Controls if the ticket and article seen flags are removed when a ticket is archived.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="1">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::ArchiveSystem::RemoveTicketWatchers" Required="1" Valid="1">
<Description Translatable="1">Removes the ticket watcher information when a ticket is archived.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="1">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::CustomerArchiveSystem" Required="1" Valid="1">
<Description Translatable="1">Activates the ticket archive system search in the customer interface.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
<Item Key="2" Translatable="1">Yes, but hide archived tickets</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::NumberGenerator" Required="1" Valid="1">
<Description Translatable="1">Selects the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138, 200206231010139). With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g. 2002070110101520, 2002070110101535).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option Location="Kernel/System/Ticket/Number/*.pm" SelectedID="Kernel::System::Ticket::Number::DateChecksum"></Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::NumberGenerator::CheckSystemID" Required="1" Valid="1">
<Description Translatable="1">Checks the SystemID in ticket number detection for follow-ups (use "No" if SystemID has been changed after using the system).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="1">
<Item Key="1" Translatable="1">Yes</Item>
<Item Key="0" Translatable="1">No</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::NumberGenerator::MinCounterSize" Required="1" Valid="1">
<Description Translatable="1">Sets the minimal ticket counter size if "AutoIncrement" was selected as TicketNumberGenerator. Default is 5, this means the counter starts from 10000.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="^[0-9]$">5</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::NumberGenerator::Date::UseFormattedCounter" Required="1" Valid="1">
<Description Translatable="1">Enables the minimal ticket counter size (if "Date" was selected as TicketNumberGenerator).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::CounterLog" Required="1" Valid="1">
<Description Translatable="1">Log file for the ticket counter.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex=""><OTRS_CONFIG_Home>/var/log/TicketCounter.log</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::IndexModule" Required="1" Valid="1">
<Description Translatable="1">IndexAccelerator: to choose your backend TicketViewAccelerator module. "RuntimeDB" generates each queue view on the fly from ticket table (no performance problems up to approx. 60.000 tickets in total and 6.000 open tickets in the system). "StaticDB" is the most powerful module, it uses an extra ticket-index table that works like a view (recommended if more than 80.000 and 6.000 open tickets are stored in the system). Use the command "bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild" for initial index creation.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option Location="Kernel/System/Ticket/IndexAccelerator/*.pm" SelectedID="Kernel::System::Ticket::IndexAccelerator::RuntimeDB">
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Article::Backend::MIMEBase###ArticleStorage" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Saves the attachments of articles. "DB" stores all data in the database (not recommended for storing big attachments). "FS" stores the data on the filesystem; this is faster but the webserver should run under the OTRS user. You can switch between the modules even on a system that is already in production without any loss of data. Note: Searching for attachment names is not supported when "FS" is used.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option Location="Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorage*.pm" SelectedID="Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB">
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Article::Backend::MIMEBase###CheckAllStorageBackends" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Specifies whether all storage backends should be checked when looking for attachments. This is only required for installations where some attachments are in the file system, and others in the database.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Article::Backend::MIMEBase###ArticleDataDir" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Specifies the directory to store the data in, if "FS" was selected for ArticleStorage.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex=""><OTRS_CONFIG_Home>/var/article</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::Article::Backend::MIMEBase###IndexAttachmentNames" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Specifies whether the (MIMEBase) article attachments will be indexed and searchable.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Option SelectedID="1">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="OTRSEscalationEvents::DecayTime" Required="0" Valid="1">
<Description Translatable="1">The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="^[0-9]+$">1440</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###2300-ArchiveRestore" Required="0" Valid="1">
<Description Translatable="1">Restores a ticket from the archive (only if the event is a state change to any open available state).</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::ArchiveRestore</Item>
<Item Key="Event">TicketStateUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###2600-AcceleratorUpdate" Required="0" Valid="1">
<Description Translatable="1">Updates the ticket index accelerator.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::TicketAcceleratorUpdate</Item>
<Item Key="Event">TicketStateUpdate|TicketQueueUpdate|TicketLockUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###2700-ForceOwnerResetOnMove" Required="0" Valid="0">
<Description Translatable="1">Resets and unlocks the owner of a ticket if it was moved to another queue.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::ForceOwnerReset</Item>
<Item Key="Event">TicketQueueUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###2800-ForceStateChangeOnLock" Required="0" Valid="0">
<Description Translatable="1">Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::ForceState</Item>
<Item Key="Event">TicketLockUpdate</Item>
<Item Key="new">open</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###3000-ResponsibleAutoSet" Required="0" Valid="1">
<Description Translatable="1">Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::ResponsibleAutoSet</Item>
<Item Key="Event">TicketOwnerUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###3300-TicketPendingTimeReset" Required="0" Valid="1">
<Description Translatable="1">Sets the PendingTime of a ticket to 0 if the state is changed to a non-pending state.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::TicketPendingTimeReset</Item>
<Item Key="Event">TicketStateUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###7000-NotificationEvent" Required="0" Valid="1">
<Description Translatable="1">Sends the notifications which are configured in the admin interface under "Notfication (Event)".</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::NotificationEvent</Item>
<Item Key="Transaction">1</Item>
<Item Key="Event"></Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###6000-EscalationIndex" Required="0" Valid="1">
<Description Translatable="1">Updates the ticket escalation index after a ticket attribute got updated.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::TicketEscalationIndex</Item>
<Item Key="Transaction">1</Item>
<Item Key="Event">TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketDynamicFieldUpdate|TicketTypeUpdate|TicketServiceUpdate|TicketCustomerUpdate|TicketPriorityUpdate|TicketMerge</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###4300-EscalationStopEvents" Required="0" Valid="1">
<Description Translatable="1">Ticket event module that triggers the escalation stop events.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::TriggerEscalationStopEvents</Item>
<Item Key="Transaction">0</Item>
<Item Key="Event">TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###3600-ForceUnlockOnMove" Required="0" Valid="1">
<Description Translatable="1">Forces to unlock tickets after being moved to another queue.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::ForceUnlock</Item>
<Item Key="Event">TicketQueueUpdate</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###4000-TicketArticleNewMessageUpdate" Required="0" Valid="1">
<Description Translatable="1">Update Ticket "Seen" flag if every article got seen or a new Article got created.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::TicketNewMessageUpdate</Item>
<Item Key="Event">ArticleCreate|ArticleFlagSet</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="CustomerCompany::EventModulePost###2300-UpdateTickets" Required="0" Valid="1">
<Description Translatable="1">Event module that updates tickets after an update of the Customer.</Description>
<Group>Ticket</Group>
<SubGroup>Core::CustomerCompany</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::CustomerCompany::Event::TicketUpdate</Item>
<Item Key="Event">CustomerCompanyUpdate</Item>
<Item Key="Transaction">0</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="CustomerUser::EventModulePost###2300-UpdateTickets" Required="0" Valid="1">
<Description Translatable="1">Event module that updates tickets after an update of the Customer User.</Description>
<Group>Ticket</Group>
<SubGroup>Core::CustomerCompany</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::CustomerUser::Event::TicketUpdate</Item>
<Item Key="Event">CustomerUserUpdate</Item>
<Item Key="Transaction">0</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="DynamicFieldFromCustomerUser::Mapping" Required="0" Valid="0">
<Description Translatable="1">Define a mapping between variables of the customer user data (keys) and dynamic fields of a ticket (values). The purpose is to store customer user data in ticket dynamic fields. The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. They mustn't be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values. To use this mapping, you have to also activate the next setting below.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="UserFirstname">CustomerFirstname</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser" Required="0" Valid="0">
<Description Translatable="1">This event module stores attributes from CustomerUser as DynamicFields tickets. Please see the setting above for how to configure the mapping.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser</Item>
<Item Key="Event">(TicketCreate|TicketCustomerUpdate)</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::CustomModule###001-CustomModule" Required="0" Valid="0">
<Description Translatable="1">Overloads (redefines) existing functions in Kernel::System::Ticket. Used to easily add customizations.</Description>
<Group>Ticket</Group>
<SubGroup>Core::Ticket</SubGroup>
<Setting>
<String Regex="">Kernel::System::Ticket::Custom</String>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndexModule" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Helps to extend your articles full-text search (From, To, Cc, Subject and Body search). Runtime will do full-text searches on live data (it works fine for up to 50.000 tickets). StaticDB will strip all articles and will build an index after article creation, increasing fulltext searches about 50%. To create an initial index use "bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild".</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Option Location="Kernel/System/Ticket/ArticleSearchIndex/*.pm" SelectedID="Kernel::System::Ticket::ArticleSearchIndex::DB">
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::WarnOnStopWordUsage" Required="1" Valid="1">
<Description Translatable="1">Display a warning and prevent search when using stop words within fulltext search.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Option SelectedID="0">
<Item Key="0" Translatable="1">No</Item>
<Item Key="1" Translatable="1">Yes</Item>
</Option>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::Attribute" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Basic fulltext index settings. Execute "bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild" in order to generate a new index.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Hash>
<Item Key="WordCountMax">1000</Item>
<Item Key="WordLengthMin">3</Item>
<Item Key="WordLengthMax">30</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::Filters" Required="1" Valid="1" ConfigLevel="200">
<Description Translatable="1">Fulltext index regex filters to remove parts of the text.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Array>
<Item><![CDATA[[,\&\<\>\?"\!\*\|;\[\]\(\)\+\$\^=]]]></Item>
<Item><![CDATA[^[':.]|[':.]$]]></Item>
<Item><![CDATA[^[^\w]+$]]></Item>
</Array>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::StopWords###en" Required="0" Valid="1" ConfigLevel="200">
<Description Translatable="1">English stop words for fulltext index. These words will be removed from the search index.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Array>
<Item>a</Item>
<Item>about</Item>
<Item>above</Item>
<Item>after</Item>
<Item>again</Item>
<Item>against</Item>
<Item>all</Item>
<Item>am</Item>
<Item>an</Item>
<Item>and</Item>
<Item>any</Item>
<Item>are</Item>
<Item>aren't</Item>
<Item>as</Item>
<Item>at</Item>
<Item>be</Item>
<Item>because</Item>
<Item>been</Item>
<Item>before</Item>
<Item>being</Item>
<Item>below</Item>
<Item>between</Item>
<Item>both</Item>
<Item>but</Item>
<Item>by</Item>
<Item>can't</Item>
<Item>cannot</Item>
<Item>could</Item>
<Item>couldn't</Item>
<Item>did</Item>
<Item>didn't</Item>
<Item>do</Item>
<Item>does</Item>
<Item>doesn't</Item>
<Item>doing</Item>
<Item>don't</Item>
<Item>down</Item>
<Item>during</Item>
<Item>each</Item>
<Item>few</Item>
<Item>for</Item>
<Item>from</Item>
<Item>further</Item>
<Item>had</Item>
<Item>hadn't</Item>
<Item>has</Item>
<Item>hasn't</Item>
<Item>have</Item>
<Item>haven't</Item>
<Item>having</Item>
<Item>he</Item>
<Item>he'd</Item>
<Item>he'll</Item>
<Item>he's</Item>
<Item>her</Item>
<Item>here</Item>
<Item>here's</Item>
<Item>hers</Item>
<Item>herself</Item>
<Item>him</Item>
<Item>himself</Item>
<Item>his</Item>
<Item>how</Item>
<Item>how's</Item>
<Item>i</Item>
<Item>i'd</Item>
<Item>i'll</Item>
<Item>i'm</Item>
<Item>i've</Item>
<Item>if</Item>
<Item>in</Item>
<Item>into</Item>
<Item>is</Item>
<Item>isn't</Item>
<Item>it</Item>
<Item>it's</Item>
<Item>its</Item>
<Item>itself</Item>
<Item>let's</Item>
<Item>me</Item>
<Item>more</Item>
<Item>most</Item>
<Item>mustn't</Item>
<Item>my</Item>
<Item>myself</Item>
<Item>no</Item>
<Item>nor</Item>
<Item>not</Item>
<Item>of</Item>
<Item>off</Item>
<Item>on</Item>
<Item>once</Item>
<Item>only</Item>
<Item>or</Item>
<Item>other</Item>
<Item>ought</Item>
<Item>our</Item>
<Item>ours</Item>
<Item>ourselves</Item>
<Item>out</Item>
<Item>over</Item>
<Item>own</Item>
<Item>same</Item>
<Item>shan't</Item>
<Item>she</Item>
<Item>she'd</Item>
<Item>she'll</Item>
<Item>she's</Item>
<Item>should</Item>
<Item>shouldn't</Item>
<Item>so</Item>
<Item>some</Item>
<Item>such</Item>
<Item>than</Item>
<Item>that</Item>
<Item>that's</Item>
<Item>the</Item>
<Item>their</Item>
<Item>theirs</Item>
<Item>them</Item>
<Item>themselves</Item>
<Item>then</Item>
<Item>there</Item>
<Item>there's</Item>
<Item>these</Item>
<Item>they</Item>
<Item>they'd</Item>
<Item>they'll</Item>
<Item>they're</Item>
<Item>they've</Item>
<Item>this</Item>
<Item>those</Item>
<Item>through</Item>
<Item>to</Item>
<Item>too</Item>
<Item>under</Item>
<Item>until</Item>
<Item>up</Item>
<Item>very</Item>
<Item>was</Item>
<Item>wasn't</Item>
<Item>we</Item>
<Item>we'd</Item>
<Item>we'll</Item>
<Item>we're</Item>
<Item>we've</Item>
<Item>were</Item>
<Item>weren't</Item>
<Item>what</Item>
<Item>what's</Item>
<Item>when</Item>
<Item>when's</Item>
<Item>where</Item>
<Item>where's</Item>
<Item>which</Item>
<Item>while</Item>
<Item>who</Item>
<Item>who's</Item>
<Item>whom</Item>
<Item>why</Item>
<Item>why's</Item>
<Item>with</Item>
<Item>won't</Item>
<Item>would</Item>
<Item>wouldn't</Item>
<Item>you</Item>
<Item>you'd</Item>
<Item>you'll</Item>
<Item>you're</Item>
<Item>you've</Item>
<Item>your</Item>
<Item>yours</Item>
<Item>yourself</Item>
<Item>yourselves</Item>
</Array>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::StopWords###de" Required="0" Valid="1" ConfigLevel="200">
<Description Translatable="1">German stop words for fulltext index. These words will be removed from the search index.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Array>
<Item>aber</Item>
<Item>als</Item>
<Item>am</Item>
<Item>an</Item>
<Item>auch</Item>
<Item>auf</Item>
<Item>aus</Item>
<Item>bei</Item>
<Item>bin</Item>
<Item>bis</Item>
<Item>bist</Item>
<Item>da</Item>
<Item>dadurch</Item>
<Item>daher</Item>
<Item>darum</Item>
<Item>das</Item>
<Item>daß</Item>
<Item>dass</Item>
<Item>dein</Item>
<Item>deine</Item>
<Item>dem</Item>
<Item>den</Item>
<Item>der</Item>
<Item>des</Item>
<Item>dessen</Item>
<Item>deshalb</Item>
<Item>die</Item>
<Item>dies</Item>
<Item>dieser</Item>
<Item>dieses</Item>
<Item>doch</Item>
<Item>dort</Item>
<Item>du</Item>
<Item>durch</Item>
<Item>ein</Item>
<Item>eine</Item>
<Item>einem</Item>
<Item>einen</Item>
<Item>einer</Item>
<Item>eines</Item>
<Item>er</Item>
<Item>es</Item>
<Item>euer</Item>
<Item>eure</Item>
<Item>für</Item>
<Item>hatte</Item>
<Item>hatten</Item>
<Item>hattest</Item>
<Item>hattet</Item>
<Item>hier</Item>
<Item>hinter</Item>
<Item>ich</Item>
<Item>ihr</Item>
<Item>ihre</Item>
<Item>im</Item>
<Item>in</Item>
<Item>ist</Item>
<Item>ja</Item>
<Item>jede</Item>
<Item>jedem</Item>
<Item>jeden</Item>
<Item>jeder</Item>
<Item>jedes</Item>
<Item>jener</Item>
<Item>jenes</Item>
<Item>jetzt</Item>
<Item>kann</Item>
<Item>kannst</Item>
<Item>können</Item>
<Item>könnt</Item>
<Item>machen</Item>
<Item>mein</Item>
<Item>meine</Item>
<Item>mit</Item>
<Item>muß</Item>
<Item>mußt</Item>
<Item>musst</Item>
<Item>müssen</Item>
<Item>müßt</Item>
<Item>nach</Item>
<Item>nachdem</Item>
<Item>nein</Item>
<Item>nicht</Item>
<Item>nun</Item>
<Item>oder</Item>
<Item>seid</Item>
<Item>sein</Item>
<Item>seine</Item>
<Item>sich</Item>
<Item>sie</Item>
<Item>sind</Item>
<Item>soll</Item>
<Item>sollen</Item>
<Item>sollst</Item>
<Item>sollt</Item>
<Item>sonst</Item>
<Item>soweit</Item>
<Item>sowie</Item>
<Item>und</Item>
<Item>unser</Item>
<Item>unsere</Item>
<Item>unter</Item>
<Item>vom</Item>
<Item>von</Item>
<Item>vor</Item>
<Item>wann</Item>
<Item>warum</Item>
<Item>was</Item>
<Item>weiter</Item>
<Item>weitere</Item>
<Item>wenn</Item>
<Item>wer</Item>
<Item>werde</Item>
<Item>werden</Item>
<Item>werdet</Item>
<Item>weshalb</Item>
<Item>wie</Item>
<Item>wieder</Item>
<Item>wieso</Item>
<Item>wir</Item>
<Item>wird</Item>
<Item>wirst</Item>
<Item>wo</Item>
<Item>woher</Item>
<Item>wohin</Item>
<Item>zu</Item>
<Item>zum</Item>
<Item>zur</Item>
<Item>über</Item>
</Array>
</Setting>
</ConfigItem>
<ConfigItem Name="Ticket::SearchIndex::StopWords###nl" Required="0" Valid="1" ConfigLevel="200">
<Description Translatable="1">Dutch stop words for fulltext index. These words will be removed from the search index.</Description>
<Group>Ticket</Group>
<SubGroup>Core::FulltextSearch</SubGroup>
<Setting>
<Array>
<Item>de</Item>
<Item>zijn</Item>
<Item>een</Item>
<Item>en</Item>
<Item>in</Item>
<Item>je</Item>
<Item>het</Item>
<Item>van</Item>
<Item>op</Item>
<Item>ze</Item>
<Item>hebben</Item>
<Item>het</Item>
<Item>hij</Item>
<Item>niet</Item>
<Item>met</Item>
<Item>er</Item>
<Item>dat</Item>
<Item>die</Item>
<Item>te</Item>
<Item>wat</Item>
<Item>voor</Item>
<Item>naar</Item>
<Item>gaan</Item>
<Item>kunnen</Item>
<Item>zeggen</Item>
<Item>dat</Item>
<Item>maar</Item>
<Item>aan</Item>
<Item>veel</Item>
<Item>zijn</Item>
<Item>worden</Item>
<Item>uit</Item>
<Item>ook</Item>
<Item>komen</Item>
<Item>als</Item>
<Item>om</Item>
<Item>moeten</Item>
<Item>we</Item>
<Item>doen</Item>
<Item>bij</Item>
<Item>goed</Item>
<Item>haar</Item>
<Item>dan</Item>
<Item>nog</Item>
<Item>of</Item>
<Item>maken</Item>
<Item>zo</Item>
<Item>wel</Item>
<Item>mijn</Item>
<Item>zien</Item>
<Item>over</Item>
<Item>willen</Item>
<Item>staan</Item>
<Item>door</Item>
<Item>kijken</Item>
<Item>zullen</Item>
<Item>heel</Item>
<Item>nu</Item>
<Item>weten</Item>
<Item>zitten</Item>
<Item>hem</Item>
<Item>schrijven</Item>
<Item>vinden</Item>
<Item>woord</Item>
<Item>hoe</Item>
<Item>geen</Item>
<Item>dit</Item>
<Item>mens</Item>
<Item>al</Item>
<Item>jij</Item>
<Item>ander</Item>
<Item>groot</Item>
<Item>waar</Item>
<Item>maar</Item>
<Item>weer</Item>
<Item>kind</Item>
<Item>me</Item>
<Item>vragen</Item>
<Item>een</Item>
<Item>denken</Item>
<Item>twee</Item>
<Item>horen</Item>
<Item>iets</Item>
<Item>deze</Item>
<Item>krijgen</Item>
<Item>ons</Item>
<Item>zich</Item>
<Item>lezen</Item>
<Item>hun</Item>
<Item>welk</Item>
<Item>zin</Item>
<Item>laten</Item>
<Item>mogen</Item>
<Item>hier</Item>
<Item>jullie</Item>
<Item>toch</Item>
<Item>geven</Item>
<Item>jaar</Item>
<Item>tegen</Item>
<Item>al</Item>
<Item>eens</Item>
<Item>echt</Item>
<Item>houden</Item>
<Item>alleen</Item>
<Item>lopen</Item>
<Item>mee</Item>
<Item>ja</Item>
<Item>roepen</Item>
<Item>tijd</Item>
<Item>dag</Item>
<Item>elkaar</Item>
<Item>even</Item>
<Item>lang</Item>
<Item>land</Item>
<Item>liggen</Item>
<Item>waarom</Item>
<Item>zetten</Item>
<Item>vader</Item>