#
# This is popup help messages for the Admin Panel -> Settings -> Tickets
#
# Fields:
# title - Shown in bold at the top of the popover window
# content - The body of the help popover
# links - List of links shows below the content
#   title - Link title
#   href - href of link (links starting with / are translated to the
#       helpdesk installation path)
#
# The key names such as 'helpdesk_name' should not be translated as they
# must match the HTML #ids put into the page template.
#
---
number_format:
    title: Ticket Number Format
    content: >
        This setting is used to generate ticket numbers. Use hash signs
        (`#`) where digits are to be placed. Any other text in the number
        format will be preserved.
        <br/><br/>
        For example, for six-digit numbers, use <code>######</code>.

sequence_id:
    title: Ticket Number Sequence
    content: >
        Choose a sequence from which to derive new ticket numbers. The
        system has a incrementing sequence and a random sequence by default.
        You may create as many sequences as you wish.

default_ticket_status:
    title: Default Status for new Tickets
    content: >
        Choose a status as the default for new tickets. This can be defined
        for each department, if desired. It can also be overridden by a
        ticket filter.
    links:
      - title: Manage Ticket Statuses
        href: /admin/lists.php?type=ticket-status

default_sla:
    title: Default SLA
    content: >
        Choose the default Service Level Agreement to manage how long a ticket
        can remain Open before it is rendered Overdue.
    links:
      - title: Create more SLA Plans
        href: /admin/slas.php

default_priority:
    title: Default Priority
    content: >
        Choose a default <span class="doc-desc-title">priority</span> for
        tickets not assigned a priority automatically.

ticket_attachment_settings:
    title: Ticket Thread Attachments
    content: >
        Configure settings for files attached to the <span
        class="doc-desc-title">issue details</span> field. These settings
        are used for all new tickets and new messages regardless of the
        source channel (web portal, email, api, etc.).


#
# This is popup help messages for the Admin Panel -> Settings -> Autoresponder
#
# Fields:
# title - Shown in bold at the top of the popover window
# content - The body of the help popover
# links - List of links shows below the content
#   title - Link title
#   href - href of link (links starting with / are translated to the
#       helpdesk installation path)
#
# The key names such as 'helpdesk_name' should not be translated as they
# must match the HTML #ids put into the page template.
#
---
new_ticket:
    title: New Ticket
    content: >
        Enable this if you want an autoresponse to be sent to the User on new ticket.
    links:
      - title: New Ticket Autoresponse Template
        href: /admin/templates.php?default_for=ticket.autoresp

new_ticket_by_staff:
    title: New Ticket by Staff
    content: >
        Notice sent when an Agent creates a ticket on behalf of the User. <em>Agent
        can override this when creating new tickets.</em>
    links:
      - title: New Ticket Notice Template
        href: /admin/templates.php?default_for=ticket.notice

new_message_for_submitter:
    title: New Message Confirmation
    content: >
        Confirmation notice sent when a new message is appended to an existing
        ticket.
    links:
      - title: New Message Confirmation Template
        href: /admin/templates.php?default_for=message.autoresp

new_message_for_participants:
    title: New Message Notice
    content: >
        Broadcast messages received from message submitter to all other
        participants on the ticket.
    links:
      - title: New Activity Notice Template
        href: /admin/templates.php?default_for=ticket.activity.notice

overlimit_notice:
    title: Overlimit Notice
    content: >
        Ticket denied notice sent to User on <span
        class="doc-desc-title">Maximum Open Tickets</span> violation.
    links:
      - title: Overlimit Notice Template
        href: /admin/templates.php?default_for=ticket.overlimit

      - title: Set <em>Maximum Open Tickets</em>
        href: /admin/settings.php?t=tickets


#
# This is popup help messages for the Account Panel ->
#
# Fields:
# title - Shown in bold at the top of the popover window
# content - The body of the help popover
# links - List of links shows below the content
#   title - Link title
#   href - href of link (links starting with / are translated to the
#       helpdesk installation path)
#
# The key names such as 'helpdesk_name' should not be translated as they
# must match the HTML #ids put into the page template.
#
---

ticket_alert:
    title: New Ticket Alert
    content: >
        <p>
        Alert sent out to Agents when a new ticket is created.
        </p><p class="info-banner">
        <i class="fa fa-info-circle"></i>
        This alert is not sent out if the ticket is auto-assigned via a Ticket Filter or Department.
        </p>
    links:
      - title: Default New Ticket Alert Template
        href: /admin/templates.php?default_for=ticket.alert

message_alert:
    title: New Message Alert
    content: >
        Alert sent out to Agents when a new message from the User is
        appended to an existing ticket.
    links:
      - title: Default New Message Alert Template
        href: /admin/templates.php?default_for=message.alert

internal_note_alert:
    title: New Internal Activity Alert
    content: >
        Alert sent out to Agents when internal activity such as an internal
        note or an agent reply is appended to a ticket.
    links:
      - title: Default Ticket Activity Template
        href: /admin/templates.php?default_for=note.alert

assignment_alert_ticket:
    title: Ticket Assignment Alert
    content: >
        Alert sent out to Agents on ticket assignment.
    links:
      - title: Default Ticket Assignment Alert Template
        href: /admin/templates.php?default_for=assigned.alert

transfer_alert_ticket:
    title: Ticket Transfer Alert
    content: >
        Alert sent out to Agents on ticket transfer between Departments.
    links:
      - title: Default Ticket Transfer Alert Template
        href: /admin/templates.php?default_for=transfer.alert

overdue_alert_ticket:
    title: Overdue Ticket Alert
    content: >
        Alert sent out to Agents when a ticket becomes overdue based on SLA
        or Due Date.
    links:
      - title: Default Stale Ticket Alert Template
        href: /admin/templates.php?default_for=ticket.overdue

      - title: Manage SLAs
        href: /admin/slas.php

system_alerts:
    title: System Alerts
    content: >
        Significant system events that are sent out to the Administrator
        (%{config.admin_email}). Depending on the configured <span
        class="doc-desc-title">Log Level</span>, the events are also made
        available in the <span class="doc-desc-title">System Logs</span>
    links:
      - title: View System Logs
        href: /admin/logs.php

      - title: Change Admin Email
        href: /admin/settings.php?t=emails
	
maximum_open_tickets:
    title: Maximum Open Tickets
    content: >
        Enter the maximum <em>number</em> of tickets a User is permitted to
        have <strong>open</strong> in your help desk.
        <br><br>
        Enter <span class="doc-desc-opt">0 </span> if you prefer to disable this limitation.
	
claim_tickets:
    title: Claim Tickets on Response
    content: >
        Enable this to auto-assign unassigned tickets to the responding Agent.
        <br><br>
        Reopened tickets are always assigned to the last respondent.

assigned_tickets:
    title: Assigned Tickets
    content: >
        Enable this feature to exclude assigned tickets from the <span class="doc-desc-title">Open
        Tickets Queue</span>.
        
enabled:
    title: Enabled
    content: >
        This field can be disabled which will remove it from the form for new entries, but will preserve the data on all current entries.        
        
answered_tickets:
    title: Answered Tickets
    content: >
        Enable this feature to show answered tickets in the <span
        class="doc-desc-title">Answered Tickets Queue</span>. Otherwise, it
        will be included in the <span class="doc-desc-title">Open Tickets
        Queue</span>.
	
human_verification:
    title: Human Verification
    content: >
        Enable CAPTCHA on the Client Portal to verify an incoming ticket is the
        result of human activity.
        <br><br>
        Requires GDLib library
	
ticket_attachment_settings:
    title: Ticket Thread Attachments
    content: >
        Configure settings for files attached to the <span
        class="doc-desc-title">issue details</span> field. These settings
        are used for all new tickets and new messages regardless of the
        source channel (web portal, email, api, etc.).