#### Ticket module

In this module you are able to manage all the settings related to the ticket. This module is core model hence cannot be deleted or disabled.

Entry fields

Title: Title is the text that will be used in tab titles. By default title is ticket in this system.

Header title: Header title is the text that will be used in browser page header title.

Domain: This will allow you to select the domain with which you can operate the following settings.

Number of attachments: It is the number of attachments that is permitted for clients to attach any file to one ticket.

Allowed attachment extensions: The extensions which you want to allow for attachment can be specified here (For example: Doc, pdf, html).

Note: If there is no input to this field then all the extensions will be allowed.

Max allowed size for attachment (in KB): The maximum size allowed for the attachment will be specified here. Hence the size of the attachment should not exceed from the one that is specified.

Add merged tickets email as recipients: When two tickets are merged, then all the posts from the second ticket are merged with the ticket post in the first and the second ticket is deleted. It allows the merging of two tickets into one. The merged tickets can be added together and the email of these merged tickets can be added as the recipients. When the Staff replies to the merged tickets then the email of both the merged tickets will receive email reply.

Ticket hash generation: The type of hash can be selected from here for hash generation. There are two types of the ticket hash, they are:

1) Random: The ticket hash will be generated randomly.

2) Sequential: The ticket hash will be generated sequentially depending upon the prefix and number specified in the fields.

If sequential ticket hash generation is selected then the below two fields will appear:

1) Ticket hash prefix: When sequential ticket hash generation is selected then the prefix for the ticket hash can be specified here.

2) Numbering starts from: The numbering from which the ticket hash should begin is specified here.

Ticket post count: The maximum numbers of the post that should appear for a ticket on one page can be set from here.

Priority: The priority field can be made visible on the ticket by selecting the either of the option. For instance if you want priority just on manage portal ticket you can select manage in the drop down option available.

Ticket type: The ticket type field can be made visible on the ticket by selecting the either of the option. For instance if you want the ticket type just on manage portal ticket you can select just manage in the drop down option available.

Ticket category: The ticket category field can be made visible on the ticket by selecting the either of the option. For instance if you want ticket category just on manage portal ticket you can select manage in the drop down option available.

Display subcategory: The display permissions for the ticket subcategory can be set from here.

Display item: The display permission setting for the item of the subcategory is done here.

Level: The Level field can be made visible on the ticket by selecting the either of the option. For instance if you want level just on manage portal ticket you can select manage in the drop down option available.

Location: The location field on the ticket can be made visible by selecting the portal option in the drop down. For example: If you select the manage portal, the location field of the ticket will be only available on the manage portal.

Append ticket post: This is the subject matching option where you can append the post either subject wise or by using the hash.

Display inline images: If set to –

Yes – Inline images will be displayed in ticket post.

No – Inline images will be hidden and a link on ticket post will be shown which user can click and see inline image.

Display IP address to staff: The IP address of the customer should be displayed or not on the ticket post can be mentioned here

Display note(s) on ticket details: The notes can be displayed either on the ticket details or separately under note tab depends upon the option you will select.

Display custom fields on ticket details: The custom fields can be displayed either on the ticket details or separately under custom fields tab. You have to select single option which you want from both of them.

Add ticket read entry to audit log: If any staff or agent opens any ticket the staff or agent name will appear in the audit log of the ticket.

Display amount on time track: While using the time tracking if you don’t want to add the amount field while creation you can select no while using this setting.