OTRS admin manual pt_BR
"Carlos Xavier" <[email protected]> Tue, 16 Apr 2013 08:51:56 -0300
| Newsgroups | gmane.comp.otrs.internationalization |
|---|---|
| Message-ID | <[email protected]> |
This is a multi-part message in MIME format. ------=_NextPart_000_002A_01CE3A7F.A74E7EC0 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: 7bit Hi Mike. This is a new file with some more work added. I hope the issues the previous one had are fixed. I'll wait it to be synchronized and put on the repository to continue. Regards, Carlos. ------=_NextPart_000_002A_01CE3A7F.A74E7EC0 Content-Type: application/octet-stream; name="doc-admin.pt_BR.po" Content-Transfer-Encoding: quoted-printable Content-Disposition: attachment; filename="doc-admin.pt_BR.po" # SOME DESCRIPTIVE TITLE=0A= # Copyright (C) YEAR Free Software Foundation, Inc.=0A= # This file is distributed under the same license as the PACKAGE package.=0A= # FIRST AUTHOR <EMAIL@ADDRESS>, YEAR.=0A= #=0A= msgid ""=0A= msgstr ""=0A= "Project-Id-Version: OTRS-doc-admin 1\n"=0A= "POT-Creation-Date: 2013-04-09 11:40+0300\n"=0A= "PO-Revision-Date: 2013-04-16 04:33-0300\n"=0A= "Last-Translator: Carlos Xavier <[email protected]>\n"=0A= "Language-Team: Carlos Xavier <[email protected]>\n"=0A= "Language: pt_BR\n"=0A= "MIME-Version: 1.0\n"=0A= "Content-Type: text/plain; charset=3DUTF-8\n"=0A= "Content-Transfer-Encoding: 8bit\n"=0A= "X-Generator: Poedit 1.5.5\n"=0A= "Plural-Forms: nplurals=3D2; plural=3D(n > 1);\n"=0A= =0A= #. type: Content of: <appendix><title>=0A= #: en/all-config-parameters.xml:6=0A= msgid "Overview of all configuration parameters"=0A= msgstr "Vis=C3=A3o geral de todos os par=C3=A2metros de = configura=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <appendix><para>=0A= #: en/all-config-parameters.xml:9=0A= msgid ""=0A= "The content of this appendix is generated automatically with = xml2docbook.pl."=0A= msgstr "O conte=C3=BAdo deste ap=C3=AAndice =C3=A9 gerada = automaticamente com xml2docbook.pl."=0A= =0A= #. type: Attribute 'lang' of: <book>=0A= #: en/book.xml:5=0A= msgid "en"=0A= msgstr "pt_BR"=0A= =0A= #. type: Content of: <book><bookinfo><title>=0A= #: en/book.xml:7=0A= msgid "OTRS 3.2 - Admin Manual"=0A= msgstr "OTRS 3.2 - Manual de Administra=C3=A7=C3=A3o"=0A= =0A= #. <edition>=0A= #. Canc=C3=BAn Beach (M=C3=A9xico)</edition>=0A= #. type: Content of: <book><bookinfo>=0A= #: en/book.xml:9=0A= msgid ""=0A= "<copyright> <year>2003-2012</year> <holder>OTRS AG</holder> = </copyright> "=0A= "<date>2012-08-07</date>"=0A= msgstr ""=0A= "<copyright> <year>2003-2012</year> <holder>OTRS AG</holder> = </copyright> "=0A= "<date>2012-08-07</date>"=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:17=0A= msgid ""=0A= "Ren=C3=A9 Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke = B=C3=B6ttcher, "=0A= "Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier Garc=C3=ADa, = Martin "=0A= "Gruner, Manuel Hecht, Christopher Kuhn, Andr=C3=A9 Mindermann, Marc = Nilius, Elva "=0A= "Mar=C3=ADa Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, = Carlos "=0A= "Fernando Rodr=C3=ADguez, Stefan Rother, Burchard Steinbild, Michael = Thiessmeier, "=0A= "Daniel Zamorano."=0A= msgstr ""=0A= "Ren=C3=A9 Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke = B=C3=B6ttcher, "=0A= "Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier Garc=C3=ADa, = Martin "=0A= "Gruner, Manuel Hecht, Christopher Kuhn, Andr=C3=A9 Mindermann, Marc = Nilius, Elva "=0A= "Mar=C3=ADa Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, = Carlos "=0A= "Fernando Rodr=C3=ADguez, Stefan Rother, Burchard Steinbild, Michael = Thiessmeier, "=0A= "Daniel Zamorano."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:24=0A= msgid "This work is copyrighted by OTRS AG."=0A= msgstr "This work is copyrighted by OTRS AG."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:28=0A= msgid ""=0A= "You may copy it in whole or in part as long as the copies retain this "=0A= "copyright statement."=0A= msgstr ""=0A= "Voc=C3=AA pode copiar ele como um todo ou em parte desde que voc=C3=AA = mantenha esta "=0A= "declara=C3=A7=C3=A3o de direitos autorais."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:33=0A= msgid ""=0A= "The source code of this document can be found at <ulink = url=3D\"https://github."=0A= "com/OTRS/doc-admin\">github</ulink>."=0A= msgstr ""=0A= "O c=C3=B3digo fonte deste documento pode ser encontrado em <ulink = url=3D\"https://"=0A= "github.com/OTRS/doc-admin\">github</ulink>."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:38=0A= msgid ""=0A= "UNIX is a registered trademark of X/Open Company Limited. Linux is a "=0A= "registered trademark of Linus Torvalds."=0A= msgstr ""=0A= "UNIX =C3=A9 uma marca registrada de X/Open Company Limited. Linux = =C3=A9 uma marca "=0A= "registrada de Linus Torvalds."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:43=0A= msgid ""=0A= "MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, = Windows "=0A= "XP, Windows 2003, Windows Vista and Windows 7 are registered trademarks = of "=0A= "Microsoft Corporation. Other trademarks and registered trademarks are: = SUSE "=0A= "and YaST of SUSE Linux GmbH, Red Hat and Fedora are registered = trademarks of "=0A= "Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft, SA. = "=0A= "Debian is a registered trademark of Software in the Public Interest, = Inc. "=0A= "MySQL and the MySQL Logo are registered trademarks of Oracle = Corporation and/"=0A= "or its affiliates."=0A= msgstr ""=0A= "MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, = Windows "=0A= "XP, Windows 2003, Windows Vista and Windows 7 s=C3=A3o uma marca = registrada de "=0A= "Microsoft Corporation. Outras marcas e marcas registradas s=C3=A3o: = SUSE and "=0A= "YaST of SUSE Linux GmbH, Red Hat e Fedora s=C3=A3o uma marca registrada = de Red "=0A= "Hat, Inc. Mandrake =C3=A9 uma marca registrada de MandrakeSoft, SA. = Debian =C3=A9 "=0A= "uma marca registrada de Software in the Public Interest, Inc. MySQL e = o "=0A= "MySQL Logo s=C3=A3o uma marca registrada de Oracle Corporation e/ou = seus "=0A= "afiliados."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:53=0A= msgid ""=0A= "All trade names are used without the guarantee for their free use and = are "=0A= "possibly registered trade marks."=0A= msgstr ""=0A= "Todas as marcas comerciais s=C3=A3o usadas sem a garantia de seu uso = live e s=C3=A3o "=0A= "possivelmente marcas registradas."=0A= =0A= #. type: Content of: <book><bookinfo><legalnotice><para>=0A= #: en/book.xml:58=0A= msgid ""=0A= "OTRS AG essentially follows the notations of the manufacturers. Other "=0A= "products mentioned in this manual may be trademarks of the respective "=0A= "manufacturer."=0A= msgstr ""=0A= "OTRS AG essencialmente segue as nota=C3=A7=C3=B5es dos fabricantes. = Outros produtos "=0A= "mencionados neste manual podem ser marca registrada de seu respectivo "=0A= "fabricante."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/book.xml:67 en/content/customization/process-management.xml:7=0A= #: en/content/customization/acl.xml:8=0A= #: en/content/administration/dynamicfields.xml:7=0A= msgid "Introduction"=0A= msgstr "Introdu=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <book><chapter><title>=0A= #: en/book.xml:74=0A= msgid "Administration"=0A= msgstr "Administra=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <book><chapter><section><title>=0A= #: en/book.xml:80=0A= msgid "Email settings"=0A= msgstr "Configura=C3=A7=C3=B5es de e-mail"=0A= =0A= #. type: Content of: <book><chapter><section><title>=0A= #: en/book.xml:87=0A= msgid "Ticket settings"=0A= msgstr "Configura=C3=A7=C3=B5es de tiquete"=0A= =0A= #. type: Content of: <book><chapter><title>=0A= #: en/book.xml:101=0A= msgid "Customization"=0A= msgstr "Customiza=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/introduction/tts.xml:6=0A= msgid "Trouble Ticket Systems - The Basics"=0A= msgstr "Sistemas de Trouble Ticket - Os Fundamentos"=0A= =0A= #. type: Content of: <section><abstract><para>=0A= #: en/content/introduction/tts.xml:10=0A= msgid ""=0A= "This chapter offers a brief introduction to trouble ticket systems, = along "=0A= "with an explanation of the core concept of a trouble ticket. A quick = example "=0A= "illustrates the advantages of using such a system."=0A= msgstr ""=0A= "Este capitulo oferece uma breve introdu=C3=A7=C3=A3o aos sistemas de = trouble ticket, "=0A= "junto com uma explana=C3=A7=C3=A3o do conceito central de um trouble = ticket. Um "=0A= "exemplo r=C3=A1pido demonstra as vantagens de usar um sistema como = este."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/tts.xml:15=0A= msgid "What is a trouble ticket system, and why do you need one?"=0A= msgstr "O que =C3=A9 um sistema de trouble ticket e porque precisa de = um?"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:18=0A= msgid ""=0A= "The following example describes what a trouble ticket system is, and = how you "=0A= "might benefit from using such a system at your company."=0A= msgstr ""=0A= "O exemplo a seguir descreve o que =C3=A9 um sistema de trouble ticket e = como voc=C3=AA "=0A= "pode se beneficiar usando um sistema deste em sua empresa."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:22=0A= msgid ""=0A= "Let's imagine that Max is a manufacturer of video recorders. Max = receives "=0A= "many messages from customers needing help with the devices. Some days, = he is "=0A= "unable to respond promptly or even acknowledge the messages. Some = customers "=0A= "get impatient and write a second message with the same question. All "=0A= "messages containing support requests are stored in a single inbox = folder. "=0A= "The requests are not sorted, and Max responds to the messages using a "=0A= "regular email program."=0A= msgstr ""=0A= "Vamos imaginar que Max =C3=A9 um fabricante de gravadores de = v=C3=ADdeo. Max recebe "=0A= "v=C3=A1rias mensagens de clientes necessitando de ajuda com seus = equipamentos. "=0A= "Alguns dias, ele n=C3=A3o =C3=A9 capaz de responder prontamente ou = sequer tomar "=0A= "conhecimento das mensagens. Alguns clientes ficam impacientes e = escrevem uma "=0A= "segunda mensagem com a mesma quest=C3=A3o. Todas as mensagens contendo "=0A= "solicita=C3=A7=C3=A3o de suporte s=C3=A3o armazenadas em uma =C3=BAnica = pasta de entrada. As "=0A= "requisi=C3=A7=C3=B5es n=C3=A3o s=C3=A3o organizadas e Max responde as = mensagens usando um "=0A= "programa de email comum."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:26=0A= msgid ""=0A= "Since Max cannot reply fast enough to all the messages, he is assisted = by "=0A= "the developers Joe and John in this. Joe and John use the same mail = system, "=0A= "accessing the same inbox. They don't realize that Max often gets two "=0A= "identical requests from one frustrated customer. Sometimes they both = end up "=0A= "responding separately to the same request, with the customer receiving = two "=0A= "different answers. Furthermore, Max is unaware of the details of their "=0A= "responses. He is also unaware of the details of the customer problems = and "=0A= "their resolutions, such as which problems occur with high frequency, or = how "=0A= "much time and money he has to spend on customer support."=0A= msgstr ""=0A= "Desde que Max n=C3=A3o pode responder suficientemente r=C3=A1pido a = todas as "=0A= "mensagens, ele =C3=A9 assistido pelos desenvolvedores Joe e John nisto. = Joe e "=0A= "John usam o mesmo sistema de correio, acessando a mesma caixa de = entrada. "=0A= "Eles n=C3=A3o percebem que Max geralmente recebe duas = solicita=C3=A7=C3=B5es id=C3=AAnticas de "=0A= "um cliente frustrado. As vezes ambos terminam respondendo separadamente = a "=0A= "mesma solicita=C3=A7=C3=A3o, com o cliente recebendo duas respostas = diferentes. Al=C3=A9m "=0A= "disso, Max n=C3=A3o tem conhecimento dos detalhes de suas respostas. = Ele tamb=C3=A9m "=0A= "n=C3=A3o tem conhecimento dos detalhes dos problemas do cliente e de = sua "=0A= "resolu=C3=A7=C3=A3o, tais como que problemas ocorrem com maior = frequ=C3=AAncia, ou quanto "=0A= "tempo e dinheiro ele gastou no suporte ao cliente."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:30=0A= #| msgid ""=0A= #| "At a meeting, a colleague tells Max about trouble ticket systems and = how "=0A= #| "they can solve Max's problems with customer support. After looking = for "=0A= #| "information on the Internet, Max decides to install the Open Ticket "=0A= #| "Request System (OTRS) on a computer that is accessible from the web = by "=0A= #| "both his customers and his employees. Now, the customer requests are = no "=0A= #| "longer sent to Max's private inbox but to the mail account that is = used "=0A= #| "for OTRS. The ticket system is connected to this mailbox and saves = all "=0A= #| "requests in its database. For every new request, the system = automatically "=0A= #| "generates an answer and sends it to the customer so that the = customer "=0A= #| "knows that his request has arrived and will be answered soon. OTRS "=0A= #| "generates an explicit reference, the ticket number, for every single = "=0A= #| "request. Customers are now happy because their requests are = acknowledged "=0A= #| "and it is not necessary to send a second message with the same = question. "=0A= #| "Max, John, and Joe can now log into OTRS with a simple web browser = and "=0A= #| "answer the requests. Since the system locks a ticket that is = answered, no "=0A= #| "message is edited twice."=0A= msgid ""=0A= "At a meeting, a colleague tells Max about trouble ticket systems and = how "=0A= "they can solve Max's problems with customer support. After looking for "=0A= "information on the Internet, Max decides to install OTRS on a computer = that "=0A= "is accessible from the web by both his customers and his employees. = Now, the "=0A= "customer requests are no longer sent to Max's private inbox but to the = mail "=0A= "account that is used for OTRS. The ticket system is connected to this "=0A= "mailbox and saves all requests in its database. For every new request, = the "=0A= "system automatically generates an answer and sends it to the customer = so "=0A= "that the customer knows that his request has arrived and will be = answered "=0A= "soon. OTRS generates an explicit reference, the ticket number, for = every "=0A= "single request. Customers are now happy because their requests are "=0A= "acknowledged and it is not necessary to send a second message with the = same "=0A= "question. Max, John, and Joe can now log into OTRS with a simple web = browser "=0A= "and answer the requests. Since the system locks a ticket that is = answered, "=0A= "no message is edited twice."=0A= msgstr ""=0A= "Em um encontro, um colega fala a Max a respeito dos sistemas de trouble = "=0A= "ticket e como eles podem resolver os problemas de Max com o suporte aos = "=0A= "clientes. Depois de procurar por informa=C3=A7=C3=B5es na Internet, Max = decide "=0A= "instalar o OTRS em um computador que =C3=A9 acess=C3=ADvel a partir da = web por ambos "=0A= "os seus clientes e seus funcion=C3=A1rios. Agora, as = solicita=C3=A7=C3=B5es dos clientes j=C3=A1 "=0A= "n=C3=A3o s=C3=A3o enviadas =C3=A0 caixa de entrada privada de Max, mas = para a conta de e-"=0A= "mail que =C3=A9 usada para o OTRS. o sistema de t=C3=ADquete est=C3=A1 = conectado a esta "=0A= "caixa de correio e salva todas as solicita=C3=A7=C3=B5es em um banco de = dados. Para "=0A= "cada nova solicita=C3=A7=C3=A3o, o sistema gera automaticamente uma = resposta e envia "=0A= "para o cliente, para que o cliente saiba que o sua = solicita=C3=A7=C3=A3o chegou e ser=C3=A1 "=0A= "respondida em breve. O OTRS gera uma referencia explicita, o numero do "=0A= "t=C3=ADquete, para cada solicita=C3=A7=C3=A3o. Os clientes agora = est=C3=A3o felizes porque suas "=0A= "solicita=C3=A7=C3=B5es s=C3=A3o reconhecidas e n=C3=A3o =C3=A9 = necess=C3=A1rio enviar uma segunda mensagem "=0A= "com a mesma quest=C3=A3o. Max, John e Joe agora podem acessar o OTRS = com um "=0A= "navegador web simples e responder as solicita=C3=A7=C3=B5es. Desde que = o sistema "=0A= "bloqueia um t=C3=ADquete que =C3=A9 respondido, nenhuma mensagem =C3=A9 = editada duas vezes."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:34=0A= msgid ""=0A= "Let's imagine that Mr. Smith makes a request to Max's company, and his "=0A= "message is processed by OTRS. John gives a brief reply to his question. = But "=0A= "Mr. Smith has a follow-up question, which he posts via a reply to = John's "=0A= "mail. Since John is busy, Max now answers Mr. Smith's message. The = history "=0A= "function of OTRS allows Max to see the full sequence of communications = on "=0A= "this request, and he responds with a more detailed reply. Mr. Smith = does not "=0A= "know that multiple service representatives were involved in resolving = his "=0A= "request, and he is happy with the details that arrived in Max's last = reply."=0A= msgstr ""=0A= "Vamos imaginar que o Sr. Smith fa=C3=A7a uma solicita=C3=A7=C3=A3o = =C3=A0 empresa do Max, e sua "=0A= "mensagem =C3=A9 processada pelo OTRS. John da uma breve resposta a sua = quest=C3=A3o. "=0A= "Porem o Sr. Smith tem uma pergunta complementar, que ele envia por uma "=0A= "resposta ao e-mail de John. Uma vez que John esta ocupado, agora Max "=0A= "responde a mensagem do Sr. Smith. A fun=C3=A7=C3=A3o de hist=C3=B3rico = do OTRS permite a "=0A= "Max ver a sequencia completa de comunica=C3=A7=C3=A3o para esta = solicita=C3=A7=C3=A3o, e ele "=0A= "envia uma resposta mais detalhada. O Sr. Smith n=C3=A3o sabe que = v=C3=A1rios "=0A= "representantes de servi=C3=A7o foram envolvidos na resolu=C3=A7=C3=A3o = de sua solicita=C3=A7=C3=A3o, "=0A= "e ele esta feliz com os detalhes que chegaram com a ultima resposta de = Max."=0A= =0A= # original: add efficiencies, and=0A= # traducao: adicionar eficiencia e=0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:38=0A= #| msgid ""=0A= #| "Of course, this is only a short preview of the possibilities and = features "=0A= #| "of trouble ticket systems. But if your company has to attend to a = high "=0A= #| "volume of customer requests through emails and phone calls, and if "=0A= #| "different service representatives need to respond at different = times, a "=0A= #| "ticket system can be of great assistance. It can help streamline = work "=0A= #| "flow processes, add efficiencies, and improve your overall = productivity. "=0A= #| "A ticket system helps you to flexibly structure your Support or Help = Desk "=0A= #| "environment. Communications between customers and service staff = become "=0A= #| "more transparent. The net result is an increase in service = effectiveness. "=0A= #| "And no doubt, satisifed customers will translate into better = financial "=0A= #| "results for your company."=0A= msgid ""=0A= "Of course, this is only a short preview of the possibilities and = features of "=0A= "trouble ticket systems. But if your company has to attend to a high = volume "=0A= "of customer requests through emails and phone calls, and if different "=0A= "service representatives need to respond at different times, a ticket = system "=0A= "can be of great assistance. It can help streamline work flow processes, = add "=0A= "efficiencies, and improve your overall productivity. A ticket system = helps "=0A= "you to flexibly structure your Support or Help Desk environment. "=0A= "Communications between customers and service staff become more = transparent. "=0A= "The net result is an increase in service effectiveness. And no doubt, "=0A= "satisfied customers will translate into better financial results for = your "=0A= "company."=0A= msgstr ""=0A= "Obviamente, isto =C3=A9 apenas uma curta visualiza=C3=A7=C3=A3o das = possibilidades e "=0A= "caracter=C3=ADsticas dos sistemas de trouble ticket. Mas se sua empresa = tem que "=0A= "atender a um alto volume de solicita=C3=A7=C3=B5es de cliente = atrav=C3=A9s de e-mails ou de "=0A= "chamadas telef=C3=B4nicas, e se diferentes representantes de = servi=C3=A7o precisam "=0A= "responder em hor=C3=A1rios diferentes, um sistema de t=C3=ADquete pode = ser de grande "=0A= "ajuda. Ele pode ajudar a agilizar o fluxo de trabalho, adicionar = efici=C3=AAncia "=0A= "e melhorar a produtividade geral. Um sistema de t=C3=ADquete ajuda = voc=C3=AA a "=0A= "estruturar de forma flex=C3=ADvel o seu Suporte ou ambiente de Help = Desk. "=0A= "Comunica=C3=A7=C3=B5es entre clientes e o pessoal de servi=C3=A7o = tornam-se mais "=0A= "transparente. O resultado liquido =C3=A9 um incremento da efetividade = do servi=C3=A7o. "=0A= "E sem duvida, clientes satisfeitos ir=C3=A3o traduzir em melhores = resultados "=0A= "financeiros para sua empresa."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/tts.xml:44=0A= msgid "What is a trouble ticket?"=0A= msgstr "O que =C3=A9 um trouble ticket?"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:47=0A= msgid ""=0A= "A trouble ticket is similar to a medical report created for a hospital "=0A= "patient. When a patient first visits the hospital, a medical report is "=0A= "created to hold all necessary personal and medical information on him. = Over "=0A= "multiple visits, as he is attended to by the same or additional = doctors, the "=0A= "attending doctor updates the report by adding new information on the "=0A= "patient's health and the ongoing treatment. This allows any other = doctors or "=0A= "the nursing staff to get a complete picture on the case at hand. When = the "=0A= "patient recovers and leaves the hospital, all information from the = medical "=0A= "report is archived and the report is closed."=0A= msgstr ""=0A= "Um trouble ticket =C3=A9 similar a um relat=C3=B3rio medico criado para = um paciente de "=0A= "hospital. Quando o paciente visita o hospital pela primeira vez, um "=0A= "relat=C3=B3rio medico =C3=A9 criado para guardar toda a = informa=C3=A7=C3=A3o pessoal e medica "=0A= "dele. Em v=C3=A1rias visitas, como ele =C3=A9 atendido pelo mesmo ou = v=C3=A1rios m=C3=A9dicos, o "=0A= "medico que faz a atualiza=C3=A7=C3=A3o do relat=C3=B3rio adicionando = nova informa=C3=A7=C3=A3o a "=0A= "respeito da sa=C3=BAde do paciente e da continuidade do tratamento. = isto permite "=0A= "qualquer outro medico ou o grupo de enfermagem obter uma vis=C3=A3o = geral do "=0A= "caso em m=C3=A3os. Quando o paciente se recupera e deixa o hospital, = toda a "=0A= "informa=C3=A7=C3=A3o do relat=C3=B3rio medico =C3=A9 arquivado e o = relat=C3=B3rio =C3=A9 fechado."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/tts.xml:51=0A= msgid ""=0A= "Trouble ticket systems such as OTRS handle trouble tickets like normal "=0A= "email. The messages are saved in the system. When a customer sends a "=0A= "request, a new ticket is generated by the system which is comparable to = a "=0A= "new medical report being created. The response to this new ticket is "=0A= "comparable to a doctor's entry in the medical report. A ticket is = closed if "=0A= "an answer is sent back to the customer, or if the ticket is separately "=0A= "closed by the system. If a customer responds again on an already closed = "=0A= "ticket, the ticket is reopened with the new information added. Every = ticket "=0A= "is stored and archived with complete information. Since tickets are = handled "=0A= "like normal emails, attachments and contextual annotations will also be = "=0A= "stored with each email. In addition, information on relevant dates, "=0A= "employees involved, working time needed for ticket resolution, etc. are = also "=0A= "saved. At any later stage, tickets can be sorted, and it is possible to = "=0A= "search through and analyze all information using different filtering "=0A= "mechanisms."=0A= msgstr ""=0A= "Sistemas de trouble ticket como o OTRS manuseia os t=C3=ADquetes como = um e-mail "=0A= "normal. As mensagens s=C3=A3o salvas no sistema. Quando um cliente = envia uma "=0A= "requisi=C3=A7=C3=A3o, um novo t=C3=ADquete =C3=A9 gerado pelo sistema = que =C3=A9 compar=C3=A1vel a um "=0A= "novo relat=C3=B3rio medico sendo criado. A resposta para este novo = t=C3=ADquete =C3=A9 "=0A= "compar=C3=A1vel a uma anota=C3=A7=C3=A3o do medico no relat=C3=B3rio = medico. Um t=C3=ADquete =C3=A9 "=0A= "fechado se uma resposta =C3=A9 enviada de volta ao cliente, ou se o = t=C3=ADquete =C3=A9 "=0A= "separadamente fechado pelo sistema. Se o cliente responde novamente em = um "=0A= "t=C3=ADquete j=C3=A1 fechado, o t=C3=ADquete =C3=A9 reaberto com a = nova informa=C3=A7=C3=A3o adicionada. "=0A= "Todo t=C3=ADquete =C3=A9 armazenado e arquivado com a = informa=C3=A7=C3=A3o completa. Uma vez que "=0A= "os t=C3=ADquetes s=C3=A3o manuseados como e-mails normais, anexos e = anota=C3=A7=C3=B5es "=0A= "contextuais ser=C3=A3o armazenadas tamb=C3=A9m junto com cada e-mail. = Alem disso, "=0A= "informa=C3=A7=C3=B5es de datas relevantes, empregados envolvidos, tempo = trabalhado "=0A= "necess=C3=A1rio para a resolu=C3=A7=C3=A3o do t=C3=ADquete etc. = tamb=C3=A9m s=C3=A3o salvas. Em qualquer "=0A= "estagio posterior, os t=C3=ADquetes podem ser ordenados, e =C3=A9 = poss=C3=ADvel buscar e "=0A= "analisar toda a informa=C3=A7=C3=A3o usando diferentes mecanismos de = filtro."=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/introduction/otrs.xml:6=0A= msgid "OTRS Help Desk"=0A= msgstr "OTRS Help Desk"=0A= =0A= #. type: Content of: <section><abstract><para>=0A= #: en/content/introduction/otrs.xml:10=0A= msgid ""=0A= "This chapter describes the features of OTRS Help Desk (OTRS). You will = find "=0A= "information about the hardware and software requirements for OTRS. "=0A= "Additionally, in this chapter you will learn how to get commercial = support "=0A= "for OTRS, should you require it, and how to contact the community."=0A= msgstr ""=0A= "Este capitulo descreve as caracter=C3=ADsticas do OTRS Help Desk = (OTRS). Voc=C3=AA ir=C3=A1 "=0A= "encontrar informa=C3=A7=C3=B5es a respeito das requisi=C3=A7=C3=B5es de = hardware e software para "=0A= "o OTRS. Adicionalmente, neste capitulo voc=C3=AA ir=C3=A1 aprender como = obter suporte "=0A= "comercial para o OTRS, se voc=C3=AA necessitar, e como contatar a = comunidade."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/otrs.xml:19=0A= #: en/content/administration/adminarea.xml:9=0A= msgid "Basics"=0A= msgstr "Fundamentos"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:22=0A= msgid ""=0A= "OTRS Help Desk (OTRS) is a web application that is installed on a web = server "=0A= "and can be used with a web browser."=0A= msgstr ""=0A= "O OTRS Help Desk (OTRS) =C3=A9 uma aplica=C3=A7=C3=A3o web que =C3=A9 = instalada em um servidor "=0A= "web e pode ser usada com um navegador"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:27=0A= msgid ""=0A= "OTRS is separated into several components. The basic component is the = OTRS "=0A= "framework which contains all central functions for the application and = the "=0A= "ticket system. Through the web interface of the OTRS framework, it is "=0A= "possible to install additional applications such as ITSM modules, "=0A= "integrations with Network Monitoring solutions, a knowledge base (FAQ), = et "=0A= "cetera."=0A= msgstr ""=0A= "O OTRS =C3=A9 separado em v=C3=A1rios componentes. O componente = b=C3=A1sico =C3=A9 o framework "=0A= "do OTRS que cont=C3=A9m todas as fun=C3=A7=C3=B5es centrais para a = aplica=C3=A7=C3=A3o e para o "=0A= "sistema de t=C3=ADquete. Atrav=C3=A9s da interface web do framework do = OTRS, =C3=A9 "=0A= "poss=C3=ADvel instalar aplica=C3=A7=C3=B5es adicionais tais como = m=C3=B3dulos ITSM, integra=C3=A7=C3=B5es "=0A= "com solu=C3=A7=C3=B5es de monitora=C3=A7=C3=A3o de rede, uma base de = conhecimento (FAQ), et "=0A= "cetera."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/otrs.xml:36=0A= msgid "Features"=0A= msgstr "Caracter=C3=ADsticas"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:39=0A= msgid ""=0A= "OTRS has many features. The following list gives an overview of the = features "=0A= "included in the central framework."=0A= msgstr ""=0A= "O OTRS tem varias caracter=C3=ADsticas. A lista a seguir da uma = vis=C3=A3o geral das "=0A= "funcionalidades no framework central."=0A= =0A= #. type: Content of: <section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:44=0A= msgid "The features of OTRS"=0A= msgstr "As funcionalidades do OTRS"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:47=0A= msgid "Web interface:"=0A= msgstr "Interface web:"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:52=0A= msgid ""=0A= "Easy and initial handling with any modern web browser, even with mobile = "=0A= "phones or other mobile computers."=0A= msgstr ""=0A= "Facilidade de uso inicial com qualquer navegador web moderno, mesmo = com "=0A= "celulares ou com outros computadores m=C3=B3veis."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:58=0A= msgid "A web interface to administer the system via the web is = available."=0A= msgstr "Uma interface web para administrar o sistema via web esta = dispon=C3=ADvel."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:63=0A= msgid ""=0A= "A web interface to handle customer requests by employees/agents via the = web "=0A= "is integrated."=0A= msgstr ""=0A= "Uma interface web para manusear as solicita=C3=A7=C3=B5es de cliente = por empregados/"=0A= "agentes pela web =C3=A9 integrada."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:69=0A= msgid ""=0A= "A web interface for customers is available to write new tickets, check = the "=0A= "state and answer existing tickets and search through their own tickets."=0A= msgstr ""=0A= "Uma interface web para clientes esta dispon=C3=ADvel escrever novos = t=C3=ADquetes, "=0A= "verificar o estado e responder t=C3=ADquetes existentes e buscar = atrav=C3=A9s de seus "=0A= "pr=C3=B3prios t=C3=ADquetes."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:75=0A= msgid ""=0A= "The web interface can be customized with different themes; own themes = can be "=0A= "integrated."=0A= msgstr ""=0A= "A interface web pode ser customizada com temas diferentes; temas = pr=C3=B3prios "=0A= "podem ser integrados."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:81=0A= msgid "Support for many languages."=0A= msgstr "Suporte para v=C3=A1rias linguagens."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:86=0A= msgid "The appearance of output templates can be customized (dtl)."=0A= msgstr "A apar=C3=AAncia dos modelos de sa=C3=ADda podem ser = customizados."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:91=0A= msgid "Mails from and into the system can contain multiple attachments."=0A= msgstr "E-mails do e para o sistema podem conter m=C3=BAltiplos anexos."=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:98=0A= msgid "Mail interface:"=0A= msgstr "Interface de e-mail:"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:103=0A= msgid "Support for mail attachments (MIME support)."=0A= msgstr "Suporte para anexos no e-mail (suporte MIME)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:108=0A= msgid ""=0A= "Automatic conversion of HTML into plain text messages (increased = security "=0A= "for sensitive content and enables faster searching)."=0A= msgstr ""=0A= "Convers=C3=A3o autom=C3=A1tica de mensagens HTML para texto puro (maior = seguran=C3=A7a para "=0A= "conte=C3=BAdo perigoso e habilita busca r=C3=A1pida)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:114=0A= msgid ""=0A= "Mail can be filtered with the X-OTRS headers of the system or via mail "=0A= "addresses, e.g. for spam messages."=0A= msgstr ""=0A= "E-mail pode ser filtrado com os cabe=C3=A7alhos X-OTRS do sistema ou = via "=0A= "endere=C3=A7os de e-mail, por exemplo para mensagens de spam."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:120=0A= msgid ""=0A= "PGP support, creation and import of own keys, signing and encrypting "=0A= "outgoing mail, signed and encrypted messages can be displayed."=0A= msgstr ""=0A= "Suporte PGP, cria=C3=A7=C3=A3o e importa=C3=A7=C3=A3o das chaves = pr=C3=B3prias, assinatura e cifragem "=0A= "de e-mail de sa=C3=ADda, mensagens assinadas e encriptadas podem ser = visualizadas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:127=0A= msgid ""=0A= "Support for viewing and encrypting S/MIME messages, handling of S/MIME "=0A= "certificates."=0A= msgstr ""=0A= "Suporte para a visualiza=C3=A7=C3=A3o e encripta=C3=A7=C3=A3o de = mensagens S/MIME, manuseio de "=0A= "certificados S/MIME."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:133=0A= msgid "Auto answers for customers, configurable for every queue."=0A= msgstr "Auto resposta para clientes, configur=C3=A1vel para cada fila."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:138=0A= msgid ""=0A= "Email notifications for agents about new tickets, follow-ups or = unlocked "=0A= "tickets."=0A= msgstr ""=0A= "Notifica=C3=A7=C3=A3o por e-mail para agentes a respeito de novos = t=C3=ADquetes, "=0A= "acompanhamentos ou t=C3=ADquetes desbloqueados"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:144=0A= msgid "Follow-ups by references or In-Reply-To header entries."=0A= msgstr "Acompanhamentos por refer=C3=AAncia ou entradas de = cabe=C3=A7alho In-Reply-to."=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:151=0A= msgid "Tickets:"=0A= msgstr "T=C3=ADquetes:"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:156=0A= msgid "Expanded queue view, fast overview of new requests in a queue."=0A= msgstr ""=0A= "Vis=C3=A3o expandida da fila, vis=C3=A3o geral r=C3=A1pida de novas = solicita=C3=A7=C3=B5es na fila."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:161=0A= msgid "Tickets can be locked."=0A= msgstr "T=C3=ADquetes podem ser bloqueados."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:166=0A= msgid "Creation of own auto response templates."=0A= msgstr "Cria=C3=A7=C3=A3o de modelos de auto resposta pr=C3=B3prio."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:171=0A= msgid "Creation of own auto responders, configurable for every queue."=0A= msgstr "Cria=C3=A7=C3=A3o de auto-respondedores pr=C3=B3prios, = configur=C3=A1vel para cada fila."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:176=0A= msgid ""=0A= "Ticket history, overview of all events for a ticket (changes of ticket "=0A= "states, replies, notes, etc.)."=0A= msgstr ""=0A= "Hist=C3=B3rico do t=C3=ADquete, vis=C3=A3o geral de todos os eventos de = um t=C3=ADquete "=0A= "(mudan=C3=A7as de estado do t=C3=ADquete, respostas, notas, etc.)"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:182=0A= msgid "Print view for tickets."=0A= msgstr "Vis=C3=A3o para impress=C3=A3o de t=C3=ADquetes."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:187=0A= msgid ""=0A= "Adding own (internal or external) notes to a ticket (text and = attachments)."=0A= msgstr ""=0A= "Adi=C3=A7=C3=A3o de notas pr=C3=B3prias (internas ou externas) para um = t=C3=ADquete (texto e "=0A= "anexos)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:193=0A= msgid "Ticket zooming."=0A= msgstr "T=C3=ADquete zoom."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:198=0A= msgid "Access control lists for tickets can be defined."=0A= msgstr "Listas de controle de acesso podem ser definidas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:203=0A= msgid "Forwarding or bouncing tickets to other mail addresses."=0A= msgstr "Encaminhamento ou salto de t=C3=ADquetes para outros = endere=C3=A7os de e-mail."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:208=0A= msgid "Transferring tickets between queues."=0A= msgstr "Transfer=C3=AAncia de t=C3=ADquetes entre as filas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:213=0A= msgid "Setting or changing the priority of a ticket."=0A= msgstr "Configura=C3=A7=C3=A3o ou mudan=C3=A7a da prioridade de um = t=C3=ADquete."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:218=0A= msgid "The working time for every ticket can be counted."=0A= msgstr "O tempo de trabalho para cada bilhete pode ser contado."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:223=0A= msgid "Up-coming tasks for a ticket can be defined (pending features)."=0A= msgstr ""=0A= "Pr=C3=B3ximas tarefas para um t=C3=ADquete podem ser definidas = (pendente de recursos)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:228=0A= msgid "Bulk actions on tickets are possible."=0A= msgstr "A=C3=A7=C3=B5es em massa em t=C3=ADquetes s=C3=A3o = poss=C3=ADveis."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:233=0A= msgid ""=0A= "Automatic and timed actions on tickets are possible with the = \"GenericAgent"=0A= "\"."=0A= msgstr ""=0A= "A=C3=A7=C3=B5es autom=C3=A1ticas e temporizadas em t=C3=ADquetes = s=C3=A3o poss=C3=ADveis com o "=0A= "\"GenericAgent\"."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:239=0A= msgid "Full text search on all tickets is possible."=0A= msgstr "Pesquisa por texto completo em todos os t=C3=ADquetes =C3=A9 = poss=C3=ADvel."=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:246=0A= msgid "System:"=0A= msgstr "Sistema:"=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:251=0A= msgid ""=0A= "OTRS runs on many operating systems (Linux, Solaris, AIX, FreeBSD, = OpenBSD, "=0A= "Mac OS 10.x, Microsoft Windows)."=0A= msgstr ""=0A= "O OTRS funciona em v=C3=A1rios sistemas operacionais (Linux, Solaris, = AIX, "=0A= "FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:257=0A= msgid "ASP support (active service providing)."=0A= msgstr "Suporte ao ASP (active service providing)."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:262=0A= msgid "Linking several objects is possible, e.g. tickets and FAQ = entries."=0A= msgstr ""=0A= "Conex=C3=A3o de v=C3=A1rios objetos =C3=A9 poss=C3=ADvel, por exemplo, = bilhetes e entradas da "=0A= "FAQ."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:267=0A= msgid ""=0A= "Integration of external back-ends for the customer data, e.g. via AD, "=0A= "eDirectory or OpenLDAP."=0A= msgstr ""=0A= "Integra=C3=A7=C3=A3o de back-ends externos para os dados do cliente, = por exemplo, via "=0A= "AD, o eDirectory ou OpenLDAP."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:273=0A= msgid "Setting up an own ticket identifier, e.g. Call#, Ticket# or = Request#."=0A= msgstr ""=0A= "Configuracao de um identificador de tiquete pr=C3=B3prio, por exemplo, = Call#, "=0A= "Ticket# or Request#."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:279=0A= msgid "The integration of your own ticket counter is possible."=0A= msgstr "A integra=C3=A7=C3=A3o de seu pr=C3=B3prio contador de = t=C3=ADquete =C3=A9 poss=C3=ADvel."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:284=0A= msgid ""=0A= "Support of several database systems for the central OTRS back-end, e.g. = "=0A= "MySQL, PostgreSQL, Oracle, MSSQL)."=0A= msgstr ""=0A= "Suporte de v=C3=A1rios sistemas de banco de dados para o back-end = central do "=0A= "OTRS, por exemplo, MySQL, PostgreSQL, Oracle, MSSQL."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:290=0A= msgid "Framework to create stats."=0A= msgstr "Estrutura para criar estat=C3=ADsticas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:295=0A= msgid "utf-8 support for the front- and back-end."=0A= msgstr "Suporte utf-8 para o front- e back-end."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:300=0A= msgid "Authentication for customers via database, LDAP, HTTPAuth or = Radius."=0A= msgstr "Autentica=C3=A7=C3=A3o de clientes via base de dados, LDAP, = HTTPAuth or Radius."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:306=0A= msgid "Support of user accounts, user groups, and roles."=0A= msgstr "Suporte de contas de usu=C3=A1rios, grupos de usu=C3=A1rios e = fun=C3=A7=C3=B5es."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:311=0A= msgid ""=0A= "Support of different access levels for several systems components or = queues."=0A= msgstr ""=0A= "Suporte de diferentes n=C3=ADveis de acesso para v=C3=A1rios = componentes dos sistemas "=0A= "ou filas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:317=0A= msgid "Integration of standard answer texts."=0A= msgstr "Integra=C3=A7=C3=A3o de textos de resposta padr=C3=A3o."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:322=0A= msgid "Support of sub queues."=0A= msgstr "Suporte a sub filas."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:327=0A= msgid "Different salutations and signatures can be defined for every = queue."=0A= msgstr "Sauda=C3=A7=C3=B5es diferentes e assinaturas podem ser definidas = para cada fila."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:333=0A= msgid "Email notifications for admins."=0A= msgstr "Notifica=C3=A7=C3=B5es por e-mail para Administradores."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:338=0A= msgid "Information on updates via mail or the web interface."=0A= msgstr "Informa=C3=A7=C3=B5es sobre atualiza=C3=A7=C3=B5es por e-mail ou = interface web."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:343=0A= msgid "Escalation for tickets."=0A= msgstr "Escalonamento para t=C3=ADquetes."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:348=0A= msgid "Support for different time zones."=0A= msgstr "Suporte para fusos hor=C3=A1rios diferentes."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:353=0A= msgid "Simple integration of own add-ons or applications with the OTRS = API."=0A= msgstr "Integra=C3=A7=C3=A3o simples de add-ons pr=C3=B3prios ou = aplicativos com a API OTRS."=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:358=0A= msgid "Simple creation of own front-ends, e.g. for X11, console."=0A= msgstr ""=0A= "Cria=C3=A7=C3=A3o simples de front-ends pr=C3=B3prios, como por exemplo = para o console, o "=0A= "X11."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:366=0A= msgid "New features of OTRS 3.2"=0A= msgstr "Novas caracter=C3=ADsticas do OTRS 3.2"=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:368=0A= msgid "More customer focused"=0A= msgstr "Mais focado no cliente"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:371=0A= msgid ""=0A= "The new \"Customer Information Center\" provides a great dashboard-like = view "=0A= "on a customer (company). You can see"=0A= msgstr ""=0A= "O novo \"Customer Information Center\" fornece uma grande vis=C3=A3o do = tipo "=0A= "painel de um cliente (empresa). Voc=C3=AA pode ver"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para><itemiz= edlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:373=0A= msgid "Escalated, reminder, new, and open tickets of the customer = company."=0A= msgstr "T=C3=ADquetes novos, escalonados, abertos e lembretes da empresa = cliente. "=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para><itemiz= edlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:374=0A= msgid ""=0A= "Customer users (contacts) belonging to this customer company, with = their "=0A= "individual ticket count and shortcuts for creating new tickets for = them."=0A= msgstr ""=0A= "Usu=C3=A1rios clientes (contatos) pertencente a esta empresa cliente, = com a sua "=0A= "contagem de t=C3=ADquetes individuais e atalhos para a = cria=C3=A7=C3=A3o de novos t=C3=ADquetes "=0A= "para eles."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para><itemiz= edlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:375=0A= msgid "An overall ticket status view of the customer company."=0A= msgstr "Uma vis=C3=A3o geral do status dos t=C3=ADquetes da empresa = cliente."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:379=0A= msgid ""=0A= "New \"switch to customer\" feature makes it possible for an agent with = the "=0A= "required permissions to look into the customers's panel with their = rights."=0A= msgstr ""=0A= "O novo recurso \"switch to customer\" torna poss=C3=ADvel para um = agente com as "=0A= "permiss=C3=B5es necess=C3=A1rias olhar o painel dos clientes com os = seus direitos."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:383=0A= msgid "More customizable"=0A= msgstr "Mais customiz=C3=A1vel"=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/introduction/otrs.xml:385=0A= #: en/content/customization/process-management.xml:5=0A= msgid "Process Management"=0A= msgstr "Administra=C3=A7=C3=A3o do processo"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:387=0A= msgid ""=0A= "The new <link linkend=3D\"process-management\">process = management</link> makes "=0A= "it possible to represent processes within OTRS."=0A= msgstr ""=0A= "A nova <link linkend=3D\"process-management\"> administra=C3=A7=C3=A3o = de processos</"=0A= "link> torna poss=C3=ADvel representar processos dentro do OTRS"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:391=0A= msgid "Customer Interface Improvements"=0A= msgstr "Melhorias na interface do cliente"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:393=0A= msgid "The customer web interface now fully supports AJAX and ACLs."=0A= msgstr "A interface web do cliente agora suporta completamente AJAX e = ACL."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:394=0A= msgid ""=0A= "It now requires JavaScript and is not compatible with Internet Explorer = 6 or "=0A= "earlier versions."=0A= msgstr ""=0A= "Ela agora requer JavaScript e n=C3=A3o pode mais ser usado com o = Internet "=0A= "Explorer 6 ou vers=C3=B5es anteriores."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:395=0A= msgid ""=0A= "In the Customer Interface, you can now set the default ticket type for = new "=0A= "tickets. Additionally, you can now also hide the ticket type and use a "=0A= "default value for all tickets created via the customer interface."=0A= msgstr ""=0A= "Na interface do cliente, agora voc=C3=AA pode configurar um tipo = padr=C3=A3o para "=0A= "novos t=C3=ADquetes. Adicionalmente, agora voc=C3=AA tamb=C3=A9m = esconder o tipo de t=C3=ADquete "=0A= "e usar um valor padr=C3=A3o para todos os t=C3=ADquetes criados pela = interface do "=0A= "cliente."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:399=0A= msgid "Agent Interface Improvements"=0A= msgstr "Melhorias na interface do agente"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:401=0A= msgid "Agents can now search for tickets based on escalation time."=0A= msgstr ""=0A= "Agentes agora podem pesquisar t=C3=ADquetes baseado no tempo de = escalonamento."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:402=0A= msgid "New option to show DynamicFields by default in ticket search."=0A= msgstr ""=0A= "Nova op=C3=A7=C3=A3o para mostrar por padr=C3=A3o DynamicFields na = pesquisa de t=C3=ADquete."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:403=0A= msgid ""=0A= "Screen usage optimizations in the ticket screens to avoid scrolling in = popup "=0A= "windows. For each ticket screen, the size of the richtext editor can = now be "=0A= "configured separately."=0A= msgstr ""=0A= "Otimiza=C3=A7=C3=B5es de uso de tela nas telas do t=C3=ADquete para = evitar a rolagem em "=0A= "janelas pop-up. Para cada tela de t=C3=ADquete, o tamanho do editor = richtext "=0A= "agora pode ser configurado separadamente."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:404=0A= msgid ""=0A= "It is now possible to move tickets to another queue from within the "=0A= "TicketAction dialogs (TicketNote, TicketClose etc.) after activating a "=0A= "configuration option. This is turned off by default."=0A= msgstr ""=0A= "Agora =C3=A9 poss=C3=ADvel mover t=C3=ADquetes para outra fila de = dentro dos di=C3=A1logos "=0A= "TicketAction (TicketNote, TicketClose etc.) ap=C3=B3s ativar a = op=C3=A7=C3=A3o de "=0A= "configura=C3=A7=C3=A3o. Isto =C3=A9 desligado por padr=C3=A3o."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:405=0A= msgid ""=0A= "Ticket search will now directly jump to the ticket zoom screen if only = one "=0A= "ticket is found."=0A= msgstr ""=0A= "A busca de t=C3=ADquete agora ir=C3=A1 pular diretamente para a tela de = zoom de "=0A= "t=C3=ADquete se apenas um t=C3=ADquete for encontrado."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:406=0A= msgid ""=0A= "New ability to hide the Article Type from TicketActionCommon-based = screens "=0A= "which can be helpful to fit more data in the browser window."=0A= msgstr ""=0A= "Nova habilidade de ocultar o Tipo de Artigo das telas = TicketActionCommon-"=0A= "based o que pode ser uma ajuda para caber mais dados na tela do = navegador."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:407=0A= msgid ""=0A= "There is a new out-of-office dashboard widget that lists all currently "=0A= "unavailable agent colleagues."=0A= msgstr ""=0A= "Existe um novo painel widget out-of-office que lista todos os colegas "=0A= "agentes que est=C3=A3o correntemente indispon=C3=ADveis."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:408=0A= msgid ""=0A= "New CKEditor 4 makes working with rich text content (such as HTML = emails) "=0A= "easier and more stable."=0A= msgstr ""=0A= "O novo CKEditor 4 torna mais f=C3=A1cil e est=C3=A1vel trabalhar com = conte=C3=BAdo rich "=0A= "text (tais como e-mails HTML)."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:412=0A= msgid "Administration improvements"=0A= msgstr "Melhorias na administra=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:414=0A= msgid ""=0A= "Event Based notifications can now be sent out only for specific Article = "=0A= "Sender Types."=0A= msgstr ""=0A= "Notifica=C3=A7=C3=B5es baseadas em eventos podem agora ser enviadas = apenas para tipos "=0A= "especificos de remetente de artigo."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:415=0A= msgid ""=0A= "The Statistics engine in OTRS now understands 'Weeks' in addition to = days, "=0A= "months and years. This grants the ability to, for instance, create a = report "=0A= "for tickets 'created last week', or generate a report that shows = tickets "=0A= "created per queue per week."=0A= msgstr ""=0A= "O mecanismo de Estat=C3=ADstica no OTRS agora entende 'Semanas', em = adi=C3=A7=C3=A3o a "=0A= "dias, meses e anos.Isto concede a capacidade de, por exemplo, criar um "=0A= "relat=C3=B3rio para t=C3=ADquetes 'criados na ultima semana', ou gerar = um relat=C3=B3rio "=0A= "que mostre t=C3=ADquetes criados por fila por semana."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:416=0A= msgid ""=0A= "It is possible to place customized DTL (template) files in = <code>Custom/"=0A= "Kernel/Output/HTML</code>, so that they override the system's default = DTL "=0A= "files just as how this already works for Perl files."=0A= msgstr ""=0A= "=C3=88 poss=C3=ADvel colocar arquivos DTL (modelo) customizados em = <code>Custom/Kernel/"=0A= "Output/HTML</code>, de forma que eles sobre-escrevam os arquivos = padr=C3=A3o DTL "=0A= "do sistema justo como isto j=C3=A1 funciona para arquivos Perl."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:417=0A= msgid ""=0A= "In AdminSMIME it is now possible to display human readable certificate "=0A= "contents."=0A= msgstr ""=0A= "Em AdminSMIME agora =C3=A9 poss=C3=ADvel visualizar o conte=C3=BAdo dos = certificados de "=0A= "forma leg=C3=ADvel."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:418=0A= msgid "SysConfig now supports config setting types Date and DateTime."=0A= msgstr "SysConfig agora suporta configura=C3=A7=C3=B5es dos tipos Date e = DateTime."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:423=0A= msgid "Better scalability"=0A= msgstr "Melhor escalabilidade"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:425=0A= msgid "Ticket Archiving Improved"=0A= msgstr "Melhoria no arquivamento do t=C3=ADquete"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:427=0A= msgid ""=0A= "When tickets are archived, the information which agent read the ticket = and "=0A= "articles can be removed, as well as the ticket subscriptions of agents. = This "=0A= "is active by default and helps reduce the amount of data in the = database on "=0A= "large systems with many tickets and agents."=0A= msgstr ""=0A= "Quando t=C3=ADquetes s=C3=A3o arquivados, a informa=C3=A7=C3=A3o que o = agente l=C3=AA do t=C3=ADquete e "=0A= "artigos pode ser removida, bem como as subscri=C3=A7=C3=B5es de agentes = ao t=C3=ADquete. "=0A= "Isto =C3=A9 ativo por padr=C3=A3o e ajuda a reduzir a quantidade de = dados na base de "=0A= "dados em sistemas grandes com v=C3=A1rios t=C3=ADquetes e agentes."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:428=0A= msgid ""=0A= "There is also a new script to remove this data from existing archived "=0A= "tickets."=0A= msgstr ""=0A= "H=C3=A1 tamb=C3=A9m um novo script para remover os dados existentes de = t=C3=ADquetes "=0A= "arquivados."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:429=0A= msgid "Archived tickets are now always shown as 'read' by the agent."=0A= msgstr ""=0A= "T=C3=ADquetes arquivados agora s=C3=A3o mostrados sempre como 'lido' = pelo agente."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:433=0A= msgid "Performance Improvements"=0A= msgstr "Melhorias de desempenho"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:435=0A= msgid ""=0A= "Session management is up to 10 times faster, especially with many = active "=0A= "users."=0A= msgstr ""=0A= "O gerenciamento de sess=C3=A3o =C3=A9 de at=C3=A9 10 vezes mais = r=C3=A1pido, especialmente com "=0A= "v=C3=A1rios usu=C3=A1rios ativos."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:436=0A= msgid ""=0A= "It is now possible to limit the number of concurrent agents and/or = users to "=0A= "avoid server capacity overload."=0A= msgstr ""=0A= "Agora =C3=A9 poss=C3=ADvel limitar o n=C3=BAmero de agentes = simult=C3=A2neos e/ou usu=C3=A1rios para "=0A= "evitar a sobrecarga da capacidade do servidor."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:438=0A= msgid ""=0A= "Significant reduction in the number of executed database statements in "=0A= "ticket overviews and ticket masks in agent and customer frontend."=0A= msgstr ""=0A= "Recu=C3=A7=C3=A3o significante no n=C3=BAmero de declara=C3=A7=C3=B5es = executadas no banco de dados "=0A= "em vis=C3=B5es gerais de t=C3=ADquete e m=C3=A1scaras de t=C3=ADquete = no frontend de agente e "=0A= "cliente."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:440=0A= msgid ""=0A= "This will reduce the load on database servers, especially on large = systems. "=0A= "In some cases OTRS will become visibly more responsive (if the system = was "=0A= "slowed down by the DB load or latency)."=0A= msgstr ""=0A= "Isto ir=C3=A1 reduzir a carga nos servidores de banco de dados, = especialmente em "=0A= "sistemas grandes. Em alguns casos o OTRS ir=C3=A1 tornar-se mais = responsivo (se o "=0A= "sistema teve a velocidade diminu=C3=ADda pela carga do DB ou = lat=C3=AAncia)."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:444=0A= msgid "Improved performance of LDAP user synchronization."=0A= msgstr "Performance melhorada na sincroniza=C3=A7=C3=A3o de = usu=C3=A1rios LADP."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:445=0A= msgid "Improved cache performance with many cache files."=0A= msgstr "Performance de cache melhorado com muitos arquivos de cache."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:450=0A= msgid "More Interoperable"=0A= msgstr "Maior interoperabilidade"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:452=0A= msgid "FAQ Connector for the GenericInterface"=0A= msgstr "Conector de FAQ para a GenericInterface"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:454=0A= msgid ""=0A= "It is now possible to access the data of the FAQ module (OTRS knowledge = "=0A= "database) via web service (GenericInterface). This can be useful to = embed "=0A= "FAQ articles on your company website, for example."=0A= msgstr ""=0A= "Agora =C3=A9 poss=C3=ADvel acessar os dados do m=C3=B3dulo de FAQ = (banco de dados de "=0A= "conhecimento do OTRS) pelo servi=C3=A7o web (GenericInterface). Isto = pode ser "=0A= "=C3=BAtil para incorporar artigos de FAQ no site da sua empresa, por = exemplo."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:461=0A= msgid "New features of OTRS 3.1"=0A= msgstr "Novas caracter=C3=ADsticas do OTRS 3.1"=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:464=0A= msgid "GENERIC INTERFACE - A Web Service Framework"=0A= msgstr "INTERFACE GENERICA (GI) - Uma estrutura de servi=C3=A7os da Web"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:467=0A= msgid ""=0A= "GI is a flexible framework to allow web service interconnections of = OTRS "=0A= "with third party applications."=0A= msgstr ""=0A= "A GI =C3=A9 uma estrutura flex=C3=ADvel para permitir = interconex=C3=B5es do servi=C3=A7o web do "=0A= "OTRS com aplicativos de terceiros."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:470=0A= msgid ""=0A= "OTRS can act in both ways - as a provider (server, requested from = remote) or "=0A= "requester (client, requesting remotely)."=0A= msgstr ""=0A= "O OTRS pode agir de duas maneiras - como um provedor (servidor, = solicitado "=0A= "pelo remoto) ou solicitador (cliente, solicitando remotamente)."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:473=0A= msgid ""=0A= "Simple web service connections can be created without programming by "=0A= "configuring the Generic Interface."=0A= msgstr ""=0A= "Conex=C3=B5es simples do servi=C3=A7o web podem ser criadas sem = programa=C3=A7=C3=A3o, "=0A= "configurando a Interface Gen=C3=A9rica."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:476=0A= msgid ""=0A= "Complex scenarios can be realized by plugging in custom OTRS extensions = that "=0A= "add perl code to the GI infrastructure on different architectural = layers."=0A= msgstr ""=0A= "Cen=C3=A1rios complexos podem ser realizados conectando extens=C3=B5es = personalizadas "=0A= "do OTRS que adicionam c=C3=B3digo perl a infraestrutura GI em = diferentes camadas "=0A= "da arquitetura."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:481=0A= msgid ""=0A= "<emphasis>Connectors</emphasis> expose parts of OTRS to Generic = Interface "=0A= "web services.For example, a ticket connector exposes the ticket create/"=0A= "update function, so that they can be used in a web service regardless = which "=0A= "network transport is used."=0A= msgstr ""=0A= "<emphasis>Conectores</emphasis> exp=C3=B5e partes do OTRS para = servi=C3=A7os web de "=0A= "Interface Gen=C3=A9rica. Por exemplo, um conector de t=C3=ADquete = exp=C3=B5e a fun=C3=A7=C3=A3o de "=0A= "criar/atualizar t=C3=ADquete, de modo que elas podem ser usadas em um = servi=C3=A7o Web "=0A= "independentemente de qual transporte de rede que =C3=A9 utilizado."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:486=0A= msgid ""=0A= "A scheduler daemon process supports asynchronous event handling. This = is "=0A= "useful to asynchronously start web service requests from OTRS to = another "=0A= "system, after the agent''s request has been answered (e.g. when a = ticket has "=0A= "been created). Otherwise, it might block the response, resulting in "=0A= "increased response times for the agent."=0A= msgstr ""=0A= "Um processo daemon de agendamento suporta o manuseio de eventos = ass=C3=ADncronos. "=0A= "Isto =C3=A9 =C3=BAtil para assincronamente iniciar = solicita=C3=A7=C3=B5es do servi=C3=A7o web do OTRS "=0A= "para outros sistemas, ap=C3=B3s as solicita=C3=A7=C3=B5es dos agentes = terem sido "=0A= "respondidas (por exemplo, quando um t=C3=ADquete foi criado). Caso = contr=C3=A1rio, ela "=0A= "poderia bloquear a resposta, resultando em tempos de resposta elevados = para "=0A= "o agente."=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/introduction/otrs.xml:492=0A= msgid ""=0A= "With the Generic Interface, new web services can be configured easily = by "=0A= "using existing OTRS modules, without additional code. They can be = combined "=0A= "to create a new web service. When configuring a new web service = connection, "=0A= "the administrator has to add:"=0A= msgstr ""=0A= "Com a Interface Gen=C3=A9rica novos servi=C3=A7os web podem ser = facilmente "=0A= "configurados usando m=C3=B3dulos existentes do OTRS, sem c=C3=B3digo = adicional. Eles "=0A= "podem ser combinados para criar um novo servi=C3=A7o web. Quando = configurando uma "=0A= "nova conex=C3=A3o do servi=C3=A7o web, o administrador tem que = adicionar:"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:497=0A= msgid "A new web service in the admin GUI"=0A= msgstr "Um novo servi=C3=A7o web na GUI de administra=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:500=0A= msgid "The basic meta data (Transport type (SOAP), URL etc.) and"=0A= msgstr "O meta dado b=C3=A1sico (Transport type (SOAP), URL etc.) e"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:503=0A= msgid ""=0A= "Existing operations (part of a connector) and specify for each = operation how "=0A= "the data must be mapped (inbound and outbound)"=0A= msgstr ""=0A= "Opera=C3=A7=C3=B5es existentes (parte do conector) e especificar para = cada opera=C3=A7=C3=A3o "=0A= "como o dado deve ser mapeado (entrada e sa=C3=ADda)"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/introduction/otrs.xml:507=0A= msgid ""=0A= "A Generic Interface Debugger will help the OTRS administrator to check = how "=0A= "requests are coming in and how they are handled through the different = layers."=0A= msgstr ""=0A= "O depurador da Interface Gen=C3=A9rica ir=C3=A1 ajudar o administrador = do OTRS a "=0A= "verificar como as solicita=C3=A7=C3=B5es est=C3=A3o chegando e como = elas est=C3=A3o sendo "=0A= "manuseadas atrav=C3=A9s das camadas diferentes."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:511=0A= msgid "Current Features"=0A= msgstr "Caracter=C3=ADsticas atuais"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:514=0A= msgid ""=0A= "Network transports: SOAP/HTTP. Others like REST and JSON are scheduled = to be "=0A= "added in the future depending on customers demand."=0A= msgstr ""=0A= "Transportes de rede: SOAP/HTTP. Outros como REST e JSON s=C3=A3o = programados para "=0A= "serem adicionados no futuro dependendo da demanda dos clientes."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:517=0A= msgid ""=0A= "Configurable data mapping Graphical User Interface for key/value "=0A= "transformations with respect to incoming and outgoing data."=0A= msgstr ""=0A= "Mapeamento de dados configur=C3=A1vel na Interface Gr=C3=A1fica do = Usu=C3=A1rio (GUI) para "=0A= "chave/valor com respeito aos dados de entrada e sa=C3=ADda."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:520=0A= msgid ""=0A= "Graphical debugger to check the configuration and flow of information = of "=0A= "configured web services."=0A= msgstr ""=0A= "Depurador gr=C3=A1fico para verificar a configura=C3=A7=C3=A3o e o = fluxo de informa=C3=A7=C3=A3o dos "=0A= "servi=C3=A7os web configurados."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:523=0A= msgid ""=0A= "A ticket connector allowing the use of OTRS as a web service for ticket = "=0A= "handling."=0A= msgstr ""=0A= "Um conector de t=C3=ADquete permitindo o uso do OTRS como um = servi=C3=A7o web para "=0A= "tratamento de t=C3=ADquetes."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:528=0A= msgid "Future Features"=0A= msgstr "Caracter=C3=ADsticas futuras"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:531=0A= msgid "Additional network transports (REST, JSON)."=0A= msgstr "Transportes de rede adicionais (REST, JSON)."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:534=0A= msgid "The GI will replace the iPhoneHandle as the backend for mobile = apps."=0A= msgstr ""=0A= "A GI ir=C3=A1 substituir o iPhoneHandle como o backend para = aplica=C3=A7=C3=B5es moveis."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:537=0A= msgid ""=0A= "Additional connectors will be added to provide more parts of OTRS for = use "=0A= "with web services (e.g. to allow the creation, update, or deletion of "=0A= "agents, users, services or CIs)."=0A= msgstr ""=0A= "Conectores adicionais ser=C3=A3o adicionados para fornecer mais partes = do OTRS "=0A= "para uso com o servi=C3=A7o web (por exemplo, permitir a = cria=C3=A7=C3=A3o, atualiza=C3=A7=C3=A3o ou "=0A= "dele=C3=A7=C3=A3o de agentes, usu=C3=A1rios. servi=C3=A7os ou CIs)."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:545=0A= msgid "DYNAMIC FIELDS"=0A= msgstr "CAMPOS DINAMICOS"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/introduction/otrs.xml:546=0A= msgid ""=0A= "The DynamicFields Feature replaces the existing ticket and article = FreeText "=0A= "and FreeTime fields with a dynamic structure that will also allow to = create "=0A= "custom forms in OTRS."=0A= msgstr ""=0A= "O recurso DinamicFields substitui os campos existentes FreeText e = FreeTime "=0A= "do t=C3=ADquete e artigo com uma estrutura dinamica que permitir=C3=A1 = tamb=C3=A9m criar "=0A= "formul=C3=A1rios personalizados no OTRS."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:551=0A= msgid ""=0A= "An unlimited amount of fields can be configured using an own graphical = user "=0A= "interface for administration."=0A= msgstr ""=0A= "Uma quantidade ilimitada de campos pode ser configurada usando uma = interface "=0A= "grafica de usu=C3=A1rio pr=C3=B3pria para administra=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:554=0A= msgid ""=0A= "The fields can have different types that can be used for both, tickets = and "=0A= "articles. Available by default are:"=0A= msgstr ""=0A= "Os campos podem ter tipos diferentes que podem ser usados para ambos, "=0A= "t=C3=ADquetes e artigos. Dispon=C3=ADveis por padr=C3=A3o s=C3=A3o:"=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/introduction/otrs.xml:557=0A= #: en/content/customization/process-management.xml:162=0A= #: en/content/customization/process-management.xml:180=0A= #: en/content/customization/process-management.xml:198=0A= #: en/content/customization/process-management.xml:251=0A= #: en/content/customization/process-management.xml:269=0A= #: en/content/administration/dynamicfields-configuration.xml:168=0A= msgid "Text"=0A= msgstr "Texto"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/introduction/otrs.xml:560=0A= msgid "Multiline text"=0A= msgstr "Texto com multiplas linhas"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:563=0A= #: en/content/administration/dynamicfields-configuration.xml:178=0A= #: en/content/administration/dynamicfields.xml:50=0A= msgid "Checkbox"=0A= msgstr "Caixa de sele=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/introduction/otrs.xml:566=0A= #: en/content/customization/process-management.xml:216=0A= #: en/content/administration/dynamicfields-configuration.xml:183=0A= msgid "Dropdown"=0A= msgstr "Suspenso"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/introduction/otrs.xml:569=0A= msgid "Multi-select"=0A= msgstr "Multi sele=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:572=0A= #: en/content/customization/process-management.xml:287=0A= #: en/content/customization/process-management.xml:305=0A= #: en/content/administration/dynamicfields-configuration.xml:193=0A= #: en/content/administration/dynamicfields.xml:65=0A= msgid "Date"=0A= msgstr "Data"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/introduction/otrs.xml:575=0A= msgid "Date and time"=0A= msgstr "Data e hora"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:580=0A= msgid ""=0A= "New custom field types (e.g. custom field type dropdown with an = external "=0A= "data source) can be added with small effort as the fields are created = in a "=0A= "modular, pluggable way."=0A= msgstr ""=0A= "Novos tipos de campos personalizados (por exemplo, campo personalizado = do "=0A= "tipo suspenso com uma fonte de dados externa) podem ser adicionados com = "=0A= "pequeno esfor=C3=A7o quando os campos s=C3=A3o criados de uma forma = modular plug=C3=A1vel."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:584=0A= msgid ""=0A= "A future scenario is, that DynamicFields can be used for objects other = than "=0A= "tickets or in custom modules. For example, a custom module adding = objects to "=0A= "handle \"orders\" in OTRS could use the DynamicFields to attach = properties/"=0A= "data to these orders."=0A= msgstr ""=0A= "O cen=C3=A1rio futuro =C3=A9, que campos din=C3=A2micos podem ser = utilizados por outros "=0A= "objetos al=C3=A9m de t=C3=ADquetes ou em m=C3=B3dulos personalizados. = Por exemplo, um "=0A= "modulo personalizado para manusear \"ordens\" no OTRS poderia usar = campos "=0A= "din=C3=A2micos para anexar propriedades/dados a estas ordens."=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:589=0A= msgid ""=0A= "A database update script will transform historic FreeText fields and = related "=0A= "configuration settings into the new structure."=0A= msgstr ""=0A= "Um script de atualiza=C3=A7=C3=A3o do banco de dados ir=C3=A1 = transformar campos FreeText "=0A= "hist=C3=B3ricos e op=C3=A7=C3=B5es de configura=C3=A7=C3=A3o = relacionadas em uma nova estrutura."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:596=0A= msgid "TICKET MANAGEMENT IMPROVEMENTS"=0A= msgstr "MELHORIAS NA GEST=C3=83O DE T=C3=8CQUETES"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:598=0A= msgid "Ticket creation improved"=0A= msgstr "Cria=C3=A7=C3=A3o de t=C3=ADquetes melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:601=0A= msgid ""=0A= "Multiple email addresses can now be specified as 'To:', 'CC:' or 'BCC:' = when "=0A= "creating a new phone or email ticket."=0A= msgstr ""=0A= "M=C3=BAltiplos endere=C3=A7os de e-mai podeml agora ser especificados = como 'To:', "=0A= "'CC:' ou 'BCC:' quando criando um novo t=C3=ADquete de telefone ou = e-mail."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:606=0A= msgid "Inbound phone call support"=0A= msgstr "Suporte a chamada de telefone de entrada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:609=0A= msgid ""=0A= "Inbound phone calls can now be registered within an existing tickets = (until "=0A= "now, only outbound calls were registered)."=0A= msgstr ""=0A= "Chamadas de telefone de entrada agora podem ser registradas dentro de = um "=0A= "t=C3=ADquete existente (at=C3=A9 agora, apenas chamadas de sa=C3=ADda = eram registradas)."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:614=0A= msgid "Ticket overview preview improved"=0A= msgstr "Pr=C3=A9-visualiza=C3=A7=C3=A3o da vis=C3=A3o panor=C3=A2mica de = t=C3=ADquete melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:617=0A= msgid ""=0A= "It is now possible to exclude articles of certain sender types (e.g. "=0A= "articles from internal agents) in the SysConfig from being displayed in = the "=0A= "overview preview mode."=0A= msgstr ""=0A= "Agora =C3=A9 poss=C3=ADvel excluir artigos de um determinado tipo de = remetente (por "=0A= "exemplo, artigos de agentes internos) no SysConfig de serem mostrados = no "=0A= "modo de pr=C3=A9-visualiza=C3=A7=C3=A3o da vis=C3=A3o panor=C3=A2mica."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:621=0A= msgid ""=0A= "A certain article type can be configured which will display articles of = that "=0A= "type as expanded by default when the view is accessed."=0A= msgstr ""=0A= "Um determinado tipo de artigo pode ser configurado para exibir por = padrao "=0A= "artigos deste tipo como expandidos quando a vis=C3=A3o =C3=A9 acessada."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:626=0A= msgid "Ticket move improved"=0A= msgstr "Movimenta=C3=A7=C3=A3o de t=C3=ADquete melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:629=0A= msgid ""=0A= "The screen shown after moving a ticket is now configurable. Options are = the "=0A= "ticket zoom view (LastScreenView) or the ticket list = (LastScreenOverview)."=0A= msgstr ""=0A= "A tela mostrada ap=C3=B3s a movimenta=C3=A7=C3=A3o do t=C3=ADquete = =C3=A9 agora configuravel. As "=0A= "op=C3=A7=C3=B5es s=C3=A3o vis=C3=A3o zoom de t=C3=ADquete = (LastScreenView) ou a lista de t=C3=ADquetes "=0A= "(LastScreenOverview)."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:635=0A= msgid "Bulk action improved"=0A= msgstr "A=C3=A7=C3=A3o em massa melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:638=0A= msgid ""=0A= "With the new bulk action, outbound emails can now be sent from multiple = "=0A= "tickets at the same time. As tickets can have different queues, and = these "=0A= "queues each can have different templates, salutations and signatures, = these "=0A= "are not used in the Bulk Action email."=0A= msgstr ""=0A= "Com a nova a=C3=A7=C3=A3o em massa, e-mails de sa=C3=ADda agora podem = ser enviados de "=0A= "m=C3=BAltiplos t=C3=ADquetes ao mesmo tempo. Como t=C3=ADquetes podem = ter filas diferentes, "=0A= "e cada uma destas filas pode ter modelos diferentes, = sauda=C3=A7=C3=B5es e "=0A= "assinaturas, estes n=C3=A3o s=C3=A3o usados em e-mails de = a=C3=A7=C3=A3o em massa."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:642=0A= msgid ""=0A= "An additional bulk action allows configuring the ticket type for = selected "=0A= "tickets."=0A= msgstr ""=0A= "Uma a=C3=A7=C3=A3o em massa adicional permite configurar o tipo de = t=C3=ADquete para "=0A= "t=C3=ADquetes selecionados."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:647=0A= msgid "Configurable Reject Sender Email Address"=0A= msgstr "Endere=C3=A7o de E-mail do Remetente de Rejei=C3=A7=C3=B5es = Configur=C3=A1vel"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:650=0A= msgid ""=0A= "The feature allows configuring an email address instead of the = administrator "=0A= "address to reject the creation of new tickets by email. This feature = can be "=0A= "used in all cases where customers are not allowed to create new tickets = by "=0A= "email."=0A= msgstr ""=0A= "O recurso permite configurar um endere=C3=A7o de e-mail, em vez do = endere=C3=A7o do "=0A= "administrador para rejeitar a cria=C3=A7=C3=A3o de novos t=C3=ADquetes = por e-mail. Este "=0A= "recurso pode ser usado em todos os casos onde clientes n=C3=A3o = t=C3=AAm permiss=C3=A3o "=0A= "para criar novos t=C3=ADquetes por e-mail."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:658=0A= msgid "PROCESS AUTOMATION"=0A= msgstr "AUTOMA=C3=87=C3=82O DE PROCESSO"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:660=0A= msgid "Escalation events added"=0A= msgstr "Eventos de escalonamento adicionado"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:663=0A= msgid ""=0A= "OTRS will now create events for each of the available escalation types "=0A= "(response, update and resolution). This allows performing actions (such = as "=0A= "notifications) before the escalation occurs, in the moment it occurs, = and in "=0A= "the moment that the escalation ends."=0A= msgstr ""=0A= "O OTRS ir=C3=A1 agora criar eventos para cada um dos tipos de = escalonamento "=0A= "dispon=C3=ADveis (resposta, atualiza=C3=A7=C3=A3o e = resolu=C3=A7=C3=A3o). Isto permite executar a=C3=A7=C3=B5es "=0A= "(tais como notifica=C3=A7=C3=B5es) antes que o escalonamento ocorra, no = momento que "=0A= "ele ocorre e no momento que o escalonamento termina."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:669=0A= msgid "Notification mechanism improved"=0A= msgstr "Mecanismo de notifica=C3=A7=C3=A3o melhorado"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:672=0A= msgid ""=0A= "A new generic agent notification module allows the OTRS administrator = to "=0A= "define messages that will be shown in the agent web front-end when = agents "=0A= "log into the system."=0A= msgstr ""=0A= "Um novo modulo de notifica=C3=A7=C3=A3o gen=C3=A9rica permite ao = administrador do OTRS "=0A= "definir mensagens que ser=C3=A3o mostradas no frontend de web dos = agentes e "=0A= "quando os agentes entram no sistema."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:678=0A= msgid "Time calculation improved"=0A= msgstr "Calculo do tempo melhorado"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:681=0A= msgid ""=0A= "All kinds of times will now be calculated by and based on the = application "=0A= "server only solving the issues that were caused by variances between = the "=0A= "clock times of application and data base servers."=0A= msgstr ""=0A= "Todos os tipos de tempo ser=C3=A3o agora calculados e baseados apenas = no servidor "=0A= "de aplica=C3=A7=C3=A3o resolvendo os problemas que eram causados por = varia=C3=A7=C3=B5es entre "=0A= "os horarios dos servidores de aplica=C3=A7=C3=A3o e de banco de dados."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:687=0A= msgid "GenericAgent improved"=0A= msgstr "GenericAgent melhorado"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:690=0A= msgid "The GenericAgent can now filter for tickets change time."=0A= msgstr "O Agente Gen=C3=A9rico agora pode filtrar por hora da = mudan=C3=A7a nos t=C3=ADquetes."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:693=0A= msgid ""=0A= "In addition, the GenericAgent can set the ticket responsible for = matched "=0A= "tickets."=0A= msgstr ""=0A= "Em adi=C3=A7=C3=A3o, o Agente Gen=C3=A9rico pode configurar o = respons=C3=A1vel pelo t=C3=ADquete para "=0A= "t=C3=ADquetes que correspondem."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:700=0A= msgid "USER INTERFACE, RICH TEXT EDITOR, CHARSET"=0A= msgstr "INTERFACE DO USU=C3=80RIO, EDITOR RICH TEXT, CONJUNTO DE = CARACTERES"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:702=0A= msgid "User interface performance improved"=0A= msgstr "Performance da interface do usuario melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:705=0A= msgid ""=0A= "The speed for rendering and article display was improved, thanks to = Stelios "=0A= "Gikas <[email protected]>!"=0A= msgstr ""=0A= "A velocidade de renderiza=C3=A7=C3=A3o e exibi=C3=A7=C3=A3o do artigo = foi melhorada, gra=C3=A7as a "=0A= "Stelios Gikas <[email protected]>!"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:710=0A= msgid "Rich Text Editor Update"=0A= msgstr "Atualiza=C3=A7=C3=A3o do Editor Rich Text"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:713=0A= msgid "IOS5 support added."=0A= msgstr "Adicionado suporte ao IOS5."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:716=0A= msgid "Block quotes can be left with the enter key."=0A= msgstr "O bloco de cita=C3=A7=C3=B5es pode ser deixado com a tecla = enter."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:720=0A= msgid ""=0A= "Update from CKEditor 3.4 to CKEditor 3.6, so improvements refer to the "=0A= "releases of <ulink = url=3D\"http://ckeditor.com/blog/CKEditor_3.5_released"=0A= "\">CKEditor 3.5</ulink> and <ulink url=3D\"http://ckeditor.com/blog/"=0A= "CKEditor_3.6_released\">CKEditor 3.6</ulink>."=0A= msgstr ""=0A= "Atualiza=C3=A7=C3=A3o do CKEditor 3.4 para CKEditor 3.6, assim = melhorias referem-se "=0A= "aos lan=C3=A7amentos de <ulink url=3D\"http://ckeditor.com/blog/"=0A= "CKEditor_3.5_released\">CKEditor 3.5</ulink> and <ulink url=3D\"http://"=0A= "ckeditor.com/blog/CKEditor_3.6_released\">CKEditor 3.6</ulink>."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:726=0A= msgid "IE9 support improved."=0A= msgstr "Suporte ao IE9 melhorado."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:729=0A= msgid "Resizable dialogs."=0A= msgstr "Di=C3=A1logos redimension=C3=A1veis."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:734=0A= msgid "Unicode Support - Non-UTF-8 Internal Encodings Dropped"=0A= msgstr "Suporte Unicode - Codifica=C3=A7=C3=B5es internas n=C3=A3o-UTF8 = retiradas"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:737=0A= msgid "UTF-8 is now the only allowed internal charset of OTRS."=0A= msgstr ""=0A= "O UTF-8 agora =C3=A9 o =C3=BAnico conjunto de caracteres interno = permitido para o OTRS."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:740=0A= msgid ""=0A= "All language files are now formatted in UTF-8, which simplifies their "=0A= "handling and future improvements of the translation mechanism."=0A= msgstr ""=0A= "Todos os arquivos de linguagem agora s=C3=A3o formatados em UTF-8, o = que "=0A= "simplifica seu manuseio e futuras melhorias no mecanismo de = tradu=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:746=0A= msgid "DATABASE DRIVER SUPPORT"=0A= msgstr "DRIVER DE SUPORTE A BANCO DE DADOS"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:748=0A= msgid "PostgreSQL DRIVER compatibility improved"=0A= msgstr "Compatibilidade do DRIVER PostgreSQL melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:751=0A= msgid "PostgreSQL 9.1 support added."=0A= msgstr "Adicionado suporte ao PostgreSQL 9.1."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:754=0A= msgid ""=0A= "A new legacy driver is now available for PostgreSQL 8.1 or earlier = versions."=0A= msgstr ""=0A= "Um novo driver legado agora est=C3=A1 dispon=C3=ADvel para o PostgreSQL = 8.1 ou vers=C3=B5es "=0A= "anteriores."=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:759=0A= msgid "MS SQL DRIVER compatibility improved"=0A= msgstr "Compatibilidade do DRIVER MS SQL melhorado"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:762=0A= msgid ""=0A= "The MS SQL driver now stores binary data in VARBINARY rather than = deprecated "=0A= "type TEXT as well as NVARCHAR to store text strings rather than VARCHAR = (for "=0A= "improved Unicode support)."=0A= msgstr ""=0A= "O driver MS SQL agora armazena dados binarios em VARBINARY ao = inv=C3=A9s do tipo "=0A= "TEXT obsoleto bem como NVARCHAR para armazenar seq=C3=BC=C3=AAncias de = texto ao inv=C3=A9s "=0A= "de VARCHAR (para suporte melhorado do Unicode)."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:769=0A= msgid "MAIL INTEGRATION"=0A= msgstr "INTEGRA=C3=87=C3=82O DE CORRESPONDENCIA"=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/introduction/otrs.xml:771=0A= msgid "Mail handling improved"=0A= msgstr "Manipula=C3=A7=C3=A3o de correspond=C3=AAncia melhorada"=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:774=0A= msgid ""=0A= "When connecting to IMAP mail accounts, it is now possible to handle = emails "=0A= "from a specific email folder, aside from the INBOX folder."=0A= msgstr ""=0A= "Quando conectando a contas de e-mail IMAP, agora =C3=A9 poss=C3=ADvel = manipular e-mail "=0A= "de uma pasta especifica, diferente da pasta INBOX."=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: en/content/introduction/otrs.xml:777=0A= msgid ""=0A= "OTRS can now connect to IMAP servers using Transport Layer Security = (TLS), "=0A= "which is useful for modern restricted environments."=0A= msgstr ""=0A= "O OTRS agora tamb=C3=A9m pode conectar a servidores IMAP usando o = Transport Layer "=0A= "Security (TLS), =C3=BAtil para os ambientes restritos modernos."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:785=0A= msgid "Top new features of OTRS 3.0"=0A= msgstr "Principais novas caracter=C3=ADsticas do OTRS 3.0"=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:788=0A= msgid "Context"=0A= msgstr "Contexto"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:791=0A= msgid ""=0A= "User Centered redesign of the Graphical User Interface which results in = a "=0A= "dramatic shift from a comprehensive but static to a more powerful and "=0A= "dynamic application using state-of-the art technologies like Ajax, = xHTML and "=0A= "optimized CSS."=0A= msgstr ""=0A= "Redesenho da Interface Gr=C3=A1fica do Usu=C3=A1rio centrado no = usu=C3=A1rio o que resulta "=0A= "em uma mudan=C3=A7a dram=C3=A1tica de uma aplica=C3=A7=C3=A3o = abrangente porem est=C3=A1tica para uma "=0A= "mais potente e din=C3=A2mica usando o estado da arte de tecnologias = como Ajax, "=0A= "xHTML e CSS otimizados."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:800=0A= msgid "New Ticket and Article Indicator"=0A= msgstr "Novo indicador de T=C3=ADquete e Artigo"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:803=0A= msgid ""=0A= "This new feature has been implemented on both ticket and article level. = At "=0A= "a glance, an agent is now able to check for any updates within a ticket = or "=0A= "on the article level to check for new and unread articles. You benefit = from "=0A= "increased transparency and decreased response times."=0A= msgstr ""=0A= "Esta nova caracter=C3=ADstica foi implementada em ambos n=C3=ADveis de = t=C3=ADquete e "=0A= "artigos. Rapidamente, um agente agora =C3=A9 capaz de verificar por = quaisquer "=0A= "atualiza=C3=A7=C3=B5es dentro de um t=C3=ADquete ou no n=C3=ADvel de = artigo para examinar se "=0A= "existem artigos novos ou n=C3=A3o lidos. Voc=C3=AA se beneficia de uma = maior "=0A= "transpar=C3=AAncia e menores tempos de resposta."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:812=0A= msgid "Optimized Fulltext Search"=0A= msgstr "Busca Otimizada de Texto Completo "=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:815=0A= msgid ""=0A= "The new search feature allows you to flexibly customize the way you = browse "=0A= "the information base. Options provided by the new search feature range = from "=0A= "single search-string searches to complex multi-string boolean search "=0A= "operations including various operators. You benefit from fully = customizable "=0A= "searches adjusted according to your needs."=0A= msgstr ""=0A= "O novo recurso de busca permite-lhe flexibilizar a = personaliza=C3=A7=C3=A3o da maneira "=0A= "que voc=C3=AA navega na base de informa=C3=A7=C3=B5es. As = op=C3=A7=C3=B5es fornecidas pelo novo "=0A= "recurso de busca variam desde buscas por uma sequencia de texto simples = at=C3=A9 "=0A= "opera=C3=A7=C3=B5es complexas de busca de texto multi-sequenciais = incluindo v=C3=A1rios "=0A= "operadores. Voc=C3=AA se beneficia de pesquisas totalmente = personaliz=C3=A1veis "=0A= "ajustadas de acordo com as suas necessidades. "=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:825=0A= msgid "New Ticket Zoom View"=0A= msgstr "Nova Vis=C3=A3o Zoom de T=C3=ADquete"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:828=0A= msgid ""=0A= "The redesign based on Ajax technology allows agents to display complex = and "=0A= "linked information structures in real-time while keeping the agents' = current "=0A= "working environment. The agent will benefit from increased orientation = and "=0A= "increased workflow efficiency."=0A= msgstr ""=0A= "O redesenho baseado na tecnologia Ajax permite agentes visualizarem "=0A= "estruturas de informa=C3=A7=C3=A3o complexas e conectadas em tempo real = mantendo o "=0A= "ambiente de trabalho corrente dos agentes. O agente ir=C3=A1 se = beneficiar de um "=0A= "aumento na orienta=C3=A7=C3=A3o e efici=C3=AAncia do fluxo de trabalho."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:838=0A= msgid "Global Ticket Overviews"=0A= msgstr "Vis=C3=B5es Globais de T=C3=ADquete"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:841=0A= msgid ""=0A= "Well known from OTRS 2.4, the global ticket overviews have been = optimized to "=0A= "achieve increased inter- activity. Depending on the use case and = preferences "=0A= "of your agents, they can easily change the ticket overviews layout = according "=0A= "to their specific needs. Options are small, medium, and large, with = each "=0A= "providing a different degree of information details."=0A= msgstr ""=0A= "Bem conhecidas a partir do OTRS 2.4 as vis=C3=B5es gerais de = t=C3=ADquete foram "=0A= "otimizadas para alcan=C3=A7ar um aumento de interatividade. Dependendo = do uso e "=0A= "prefer=C3=AAncias de seus agentes eles podem facilmente mudar o layout = das vis=C3=B5es "=0A= "de t=C3=ADquete dependendo de suas necessidade especiais. As = op=C3=A7=C3=B5es s=C3=A3o pequena, "=0A= "media e larga, com cada uma provendo um n=C3=ADvel diferente de = detalhes da "=0A= "informa=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:854=0A= msgid "Accessibility"=0A= msgstr "Acessibilidade"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:857=0A= msgid ""=0A= "The redesign includes common accessibility standards WCAG and WAI-ARIA = which "=0A= "also allows disabled users to better interact with OTRS Help Desk. The = US "=0A= "Rehabilitation Acts Section 508 has been fulfilled."=0A= msgstr ""=0A= "O redesenho inclui padr=C3=B5es de acessibilidade comum WCAG e WAI-ARIA = que "=0A= "tambem permite usu=C3=A1rios com deficiencia a melhor interagir com o = Help Desk "=0A= "OTRS. O US Rehabilitation Acts se=C3=A7=C3=A3o 508 foi cumprido."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:866=0A= msgid "New Customer Interface"=0A= msgstr "Nova interface do cliente"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:869=0A= msgid ""=0A= "The customer web front-end can be integrated to your organization's = intranet "=0A= "and is fully integrated into the redesigned help desk system."=0A= msgstr ""=0A= "O frontend de web do cliente pode ser integrado a intranet de sua "=0A= "organiza=C3=A7=C3=A3o e =C3=A9 completamente integrado no sistema de = help desk redesenhado."=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><title>=0A= #: en/content/introduction/otrs.xml:876=0A= msgid "Archive Feature"=0A= msgstr "Caracter=C3=ADstica de Arquivo"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:879=0A= msgid ""=0A= "OTRS 3.0 now offers a new archiving feature. With a separated archive, "=0A= "you'll benefit from a reduced time spent for searches and increased = display "=0A= "of results."=0A= msgstr ""=0A= "O OTRS 3.0 agora oferece uma nova caracter=C3=ADstica de arquivamento. = Com um "=0A= "arquivo separado voc=C3=AA vai se beneficiar de uma redu=C3=A7=C3=A3o = do tempo gasto para "=0A= "pesquisas e um incremento na exibi=C3=A7=C3=A3o de dos resultados."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/otrs.xml:890=0A= msgid "Hardware and software requirements"=0A= msgstr "Requerimentos de hardware e software"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:893=0A= msgid ""=0A= "OTRS can be installed on many different operating systems. OTRS can run = on "=0A= "linux and on other unix derivates (e.g. OpenBSD or FreeBSD). You can = also "=0A= "run it on Microsoft Windows. OTRS does not have excessive hardware "=0A= "requirements. We recommend using a machine with at least a 2 GHz Xeon = or "=0A= "comparable CPU, 2 GB RAM, and a 160 GB hard drive for a small setup."=0A= msgstr ""=0A= "O OTRS pode ser instalado em v=C3=A1rios sistemas operacionais = diferentes. O OTRS "=0A= "pode rodar em Linux e em outros derivados do Unix (por exemplo, OpenBSD = ou "=0A= "FreeBSD). Voc=C3=AA pode tamb=C3=A9m rodar ele no Microsoft Windows. O = OTRS n=C3=A3o possui "=0A= "requisitos de hardware excessivos. Recomendamos a utiliza=C3=A7=C3=A3o = de uma maquina "=0A= "com no m=C3=ADnimo uma CPU Xeon de 2 GHz ou compar=C3=A1vel, 2 GB de = RAM e 160 GB de "=0A= "disco r=C3=ADgido para uma configura=C3=A7=C3=A3o pequena."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:901=0A= msgid ""=0A= "To run OTRS, you'll also need to use a web server and a database = server. "=0A= "Apart from that, you should install perl and/or install some additional = perl "=0A= "modules on the OTRS machine. The web server and <application>Perl</"=0A= "application> must be installed on the same machine as OTRS. The = database "=0A= "back-end may be installed locally or on another host."=0A= msgstr ""=0A= "Para executar OTRS voc=C3=AA tamb=C3=A9m vai precisar usar um servidor = web e um "=0A= "servidor de banco de dados. Alem disto, voc=C3=AA precisa instalar o = Perl e/ou "=0A= "instalar alguns m=C3=B3dulos Perl adicionais na maquina do OTRS. O = servidor web e "=0A= "<application>Perl</application> tem que ser instalado na mesma maquina = que o "=0A= "OTRS. O back-end de banco de dados pode ser instalado localmente ou em = outra "=0A= "maquina."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:909=0A= msgid ""=0A= "For the web server, we recommend using the <application>Apache HTTP = Server</"=0A= "application>, because its module mod_perl greatly improves the = performance "=0A= "of OTRS. Apart from that, OTRS should run on any web server that can = execute "=0A= "Perl scripts."=0A= msgstr ""=0A= "Para o servidor web recomendamos usar o <application>Apache HTTP = Server</"=0A= "application>, porque seu modulo mod_perl melhora muito a performance do = "=0A= "OTRS. Alem disto, o OTRS pode ser executado em qualquer servidor web = que "=0A= "possa executar scripts Perl."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:915=0A= msgid ""=0A= "You can deploy OTRS on different databases. You can choose between "=0A= "<application>MySQL</application>, = <application>PostgreSQL</application>, "=0A= "<application>Oracle</application>, or <application>Microsoft SQL = Server</"=0A= "application>. If you use <application>MySQL</application> you have the = "=0A= "advantage that the database and some system settings can be configured "=0A= "during the installation, through a web front-end."=0A= msgstr ""=0A= "Voc=C3=AA pode implementar o OTRS em diferentes bases de dados. = Voc=C3=AA pode "=0A= "escolher entre <application>MySQL</application>, = <application>PostgreSQL</"=0A= "application>, <application>Oracle</application>, ou = <application>Microsoft "=0A= "SQL Server</application>. Se voc=C3=AA usar o = <application>MySQL</application> "=0A= "voc=C3=AA tem a vantagem que a base de dados e algumas op=C3=A7=C3=B5es = do sistema podem "=0A= "ser configurados durante a instala=C3=A7=C3=A3o, atrav=C3=A9s de um = front-end de web."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:923=0A= msgid ""=0A= "For <application>Perl</application>, we recommend using at least = version "=0A= "5.8.8. You will need some additional modules which can be installed = either "=0A= "with the Perl shell and CPAN, or via the package manager of your = operating "=0A= "system (<application>rpm</application>, = <application>yast</application>, "=0A= "<application>apt-get</application>)."=0A= msgstr ""=0A= "Para o <application>Perl</application>, recomendamos usar pelo menos a "=0A= "vers=C3=A3o %.8.8. Voc=C3=AA ir=C3=A1 necessitarde alguns m=C3=B3dulos = adicionais que podem ser "=0A= "instalados tanto pelo shell do Perl e CPAN ou pelo administrador de = pacotes "=0A= "do sistema operacional (<application>rpm</application>, = <application>yast</"=0A= "application>, <application>apt-get</application>)."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:930=0A= msgid "Software requirements"=0A= msgstr "Requerimentos de software"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:933=0A= msgid "Perl support"=0A= msgstr "Suporte ao Perl"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:936=0A= msgid "Perl 5.8.8 or higher"=0A= msgstr "Perl 5.8.8 ou superior"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:942=0A= msgid "Web server support"=0A= msgstr "Suporte a servidor web"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:945=0A= msgid "Apache2 + mod_perl2 or higher (recommended, mod_perl is really = fast!)"=0A= msgstr ""=0A= "Apache2 + mod_perl2 ou maior (recomendado, mod_perl =C3=A9 realmente = r=C3=A1pido!)"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:948=0A= msgid "Webserver with CGI support (CGI is not recommended)"=0A= msgstr "Servidor web com suporte CGI (CGI n=C3=A3o =C3=A9 recomendado)"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:951=0A= msgid "Microsoft Internet Information Server (IIS) 6 or higher"=0A= msgstr "Microsoft Internet Information Server (IIS) 6 ou superior"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:957=0A= msgid "Database support"=0A= msgstr "Suporte a base de dados"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:961=0A= msgid "MySQL 5.0 or higher"=0A= msgstr "MySQL 4.1 ou superior"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:964=0A= msgid "PostgreSQL 7.0 or higher (8.2 or higher recommended)"=0A= msgstr "PostgreSQL 7.0 ou superior (8.2 ou superior recomendado)"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:967=0A= msgid "Oracle 10g or higher"=0A= msgstr "Oracle 10g ou superior"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:970=0A= msgid "Microsoft SQL Server 2005 or higher"=0A= msgstr "Microsoft SQL Server 2005 ou superior"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/introduction/otrs.xml:975=0A= msgid ""=0A= "The section in the manual about <link = linkend=3D\"installation-of-perl-modules"=0A= "\">installation of Perl modules</link> describes in more detail how you = can "=0A= "set up those which are needed for OTRS."=0A= msgstr ""=0A= "A se=C3=A7=C3=A3o do manual sobre <link = linkend=3D\"installation-of-perl-modules"=0A= "\">instala=C3=A7=C3=A3o dos modulos Perl</link> descreve em maiores = detalhes como voc=C3=AA "=0A= "pode configurar aqueles que s=C3=A3o necess=C3=A1rios pelo OTRS."=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/introduction/otrs.xml:981=0A= msgid ""=0A= "If you install a binary package of OTRS, which was built for your = operating "=0A= "system (rpm, Windows-Installer), either the package contains all Perl "=0A= "modules needed or the package manager of your system should take care = of the "=0A= "dependencies of the Perl modules needed."=0A= msgstr ""=0A= "Se voc=C3=AA instalar um pacote bin=C3=A1rio do OTRS, que foi feito = para o seu sistema "=0A= "operacional (rpm, Windows-Installer), ou o pacote contem todos os = m=C3=B3dulos "=0A= "Perl necess=C3=A1rios ou o gerenciador de pacotes do seu sistema deve = tomar "=0A= "cuidado das depend=C3=AAncias dos m=C3=B3dulos Perl necess=C3=A1rios."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/introduction/otrs.xml:989=0A= msgid "Web browser support"=0A= msgstr "Suporte a navegadores web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/introduction/otrs.xml:991=0A= msgid ""=0A= "To use OTRS, you'll be OK if you use a modern browser with JavaScript "=0A= "support enabled. We support the following browsers:"=0A= msgstr ""=0A= "Para usar o OTRS, voc=C3=AA vai ficar bem se voc=C3=AA usar um = navegador moderno com "=0A= "suporte a JavaScript habilitado. Aceitamos os seguintes navegadores:"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:996=0A= msgid "Internet Explorer 8.0 or higher (agent interface)"=0A= msgstr "Internet Explorer 8.0 ou superior (interface do agente)"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:997=0A= msgid "Internet Explorer 7.0 or higher (customer interface)"=0A= msgstr "Internet Explorer 7.0 ou superior (interface do cliente)"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:1000=0A= msgid "Mozilla Firefox 3.6 or higher"=0A= msgstr "Mozilla Firefox 3.6 ou superior"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:1003=0A= msgid "Google Chrome"=0A= msgstr "Google Chrome"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:1006=0A= msgid "Opera 10 or higher"=0A= msgstr "Opera 10 or higher"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: en/content/introduction/otrs.xml:1009=0A= msgid "Safari 4 or higher"=0A= msgstr "Safari 4 or higher"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/introduction/otrs.xml:1013=0A= msgid ""=0A= "We recommend always using the latest version of your browser, because = it has "=0A= "the best JavaScript and rendering performance. Dramatical performance "=0A= "varieties between the used browsers can occur with big data or big = systems. "=0A= "We are happy to consult you on that matter."=0A= msgstr ""=0A= "Recomendamos usar sempre a =C3=BAltima vers=C3=A3o do seu navegador, = pois ele tem o "=0A= "melhor desempenho de renderiza=C3=A7=C3=A3o e JavaScript. = Varia=C3=A7=C3=B5es dram=C3=A1ticas de "=0A= "desempenho entre os navegadores utilizados podem ocorrer com dados = grandes "=0A= "ou sistemas de grande porte. Estamos felizes em ajuda-lo nesta = mat=C3=A9ria."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/otrs.xml:1021=0A= msgid "Community"=0A= msgstr "Comunidade"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:1024=0A= msgid ""=0A= "OTRS has a large user community. Users and developers discuss OTRS and "=0A= "exchange information on related issues through the <link linkend=3D"=0A= "\"additional-resources-mailinglists\">mailing-lists</link>. You can = use the "=0A= "mailing lists to discuss installation, configuration, usage, = localization "=0A= "and development of OTRS. You can report software bugs in our <link = linkend=3D"=0A= "\"additional-resources-bugtracking\">bug tracking system</link>."=0A= msgstr ""=0A= "O OTRS tem uma grande comunidade de usu=C3=A1rios. Usu=C3=A1rios e = desenvolvedores "=0A= "discutem o OTRS e trocam informa=C3=A7=C3=A3o sobre problemas = relacionados atrav=C3=A9z de "=0A= "<link linkend=3D\"additional-resources-mailinglists\">listas de = e-mail</link>. "=0A= "Voc=C3=AA pode usar as listas de e-mail para discutir = instala=C3=A7=C3=A3o, configura=C3=A7=C3=A3o "=0A= "uso, localiza=C3=A7=C3=A3o e desenvolvimento do OTRS. Voc=C3=AA pode = relatar erros de "=0A= "software em nosso <link = linkend=3D\"additional-resources-bugtracking\">sistema "=0A= "de rastreamento de erros</link>."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:1033=0A= msgid ""=0A= "The homepage of the OTRS community is: <ulink = url=3D\"http://www.otrs.com/open-"=0A= "source/\"><citetitle>http://www.otrs.com/open-source/</citetitle></ulink= >."=0A= msgstr ""=0A= "A p=C3=A1gina inicial da comunidade do OTRS =C3=A9: <ulink = url=3D\"http://www.otrs.com/"=0A= "open-source/\"><citetitle>http://www.otrs.com/open-source/</citetitle></= "=0A= "ulink>."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/introduction/otrs.xml:1039=0A= msgid "Commercial Support and Services for OTRS"=0A= msgstr "Suporte Comercial e Servi=C3=A7os para OTRS"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:1042=0A= msgid ""=0A= "Commercial support for OTRS is also available. You can find the = available "=0A= "options on the website of OTRS Group, the company behind OTRS: <ulink = url=3D"=0A= "\"http://www.otrs.com/\"><citetitle>http://www.otrs.com/</citetitle></ul= ink>."=0A= msgstr ""=0A= "Suporte comercial para OTRS tamb=C3=A9m esta dispon=C3=ADvel. Voc=C3=AA = pode encontrar as "=0A= "op=C3=A7=C3=B5es dispon=C3=ADveis no site do OTRS Group, a empresa por = tr=C3=A1s do OTRS: <ulink "=0A= "url=3D\"http://www.otrs.com/\"><citetitle>http://www.otrs.com/</citetitl= e></"=0A= "ulink>."=0A= =0A= # virgula seguido de "e"=0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:1047=0A= #| msgid ""=0A= #| "OTRS Group provides subscription support services, customization, "=0A= #| "consulting, and training for <ulink = url=3D\"http://www.otrs.com/products/"=0A= #| "otrs-help-desk/\"> <citetitle>OTRS Help Desk</citetitle></ulink> and = "=0A= #| "<ulink url=3D\"http://www.otrs.com/en/products/otrs-itsm/\"> "=0A= #| "<citetitle>OTRS ITSM</citetitle></ulink>. It also provides <ulink = url=3D"=0A= #| "\"http://www.otrs.com/solutions/\"><citetitle>Best Practice Product "=0A= #| "Editions</citetitle></ulink>. With these Editions, OTRS Group helps = "=0A= #| "organizations to design, deploy, and optimize OTRS for each unique "=0A= #| "environment. Additionally, OTRS Group provides hosted versions = including "=0A= #| "<ulink = url=3D\"http://www.otrs.com/en/solutions/ondemand/\"><citetitle>OTRS "=0A= #| "OnDemand </citetitle></ulink> and <ulink = url=3D\"http://www.otrs.com/en/"=0A= #| "solutions/managed-otrs/\"><citetitle>Managed = OTRS</citetitle></ulink>."=0A= msgid ""=0A= "OTRS Group provides subscription support services, customization, "=0A= "consulting, and training for <ulink = url=3D\"http://www.otrs.com/en/software/"=0A= "otrs-help-desk/\"> <citetitle>OTRS Help Desk</citetitle></ulink> and = <ulink "=0A= "url=3D\"http://www.otrs.com/en/software/otrs-itsm/\"> <citetitle>OTRS = ITSM</"=0A= "citetitle></ulink>. It also provides <ulink = url=3D\"http://www.otrs.com/"=0A= "solutions/\"><citetitle>Best Practice Product = Editions</citetitle></ulink>. "=0A= "With these Editions, OTRS Group helps organizations to design, deploy, = and "=0A= "optimize OTRS for each unique environment. Additionally, OTRS Group = provides "=0A= "hosted versions including <ulink = url=3D\"http://www.otrs.com/en/solutions/"=0A= "managed-otrs/otrs-ondemand/\"><citetitle>OTRS OnDemand = </citetitle></ulink> "=0A= "and <ulink url=3D\"http://www.otrs.com/en/solutions/managed-otrs/"=0A= "\"><citetitle>Managed OTRS</citetitle></ulink>."=0A= msgstr ""=0A= "O OTRS Group oferece subscri=C3=A7=C3=A3o a servi=C3=A7os de suporte, = customiza=C3=A7=C3=A3o, "=0A= "consultoria e treinamento para <ulink = url=3D\"http://www.otrs.com/products/"=0A= "otrs-help-desk/\"> <citetitle>OTRS Help Desk</citetitle></ulink> e = <ulink "=0A= "url=3D\"http://www.otrs.com/en/products/otrs-itsm/\"> <citetitle>OTRS = ITSM</"=0A= "citetitle></ulink>. O grupo tamb=C3=A9m oferece <ulink = url=3D\"http://www.otrs.com/"=0A= "solutions/\"><citetitle>Best Practice Product = Editions</citetitle></ulink>. "=0A= "Com essas Edi=C3=A7=C3=B5es, o OTRS Group ajuda as = organiza=C3=A7=C3=B5es a projetar, implantar "=0A= "e otimizar o OTRS para cada ambiente singular. Adicionalmente, o OTRS = Group "=0A= "fornece vers=C3=B5es hospedadas incluindo <ulink = url=3D\"http://www.otrs.com/en/"=0A= "solutions/ondemand/\"><citetitle>OTRS OnDemand </citetitle></ulink> e = <ulink "=0A= "url=3D\"http://www.otrs.com/en/solutions/managed-otrs/\"><citetitle>Mana= ged "=0A= "OTRS</citetitle></ulink>."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/introduction/otrs.xml:1059=0A= msgid ""=0A= "You can find more detailed information about OTRS Group on <ulink = url=3D"=0A= "\"http://www.otrs.com\"><citetitle>http://www.otrs.com</citetitle></ulin= k> "=0A= "or contact us by email via <ulink url=3D\"mailto:[email protected]"=0A= "\"><citetitle>sales at otrs.com</citetitle></ulink>."=0A= msgstr ""=0A= "Voc=C3=AA pode encontrar informa=C3=A7=C3=A3o mais detalhada a respeito = do OTRS Group em "=0A= "<ulink url=3D\"http://www.otrs.com\"><citetitle>http://www.otrs.com</"=0A= "citetitle></ulink> ou contate-nos por e-mail via <ulink url=3D\"mailto:"=0A= "[email protected]\"><citetitle>sales at otrs.com</citetitle></ulink>."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:9=0A= msgid ""=0A= "This feature of OTRS allows you to model processes (work-flows) in the "=0A= "ticket system. The basic idea is to be able to define recurring = processes, "=0A= "and to delegate work items to different people, as well as leading the "=0A= "progress of a process in different directions based on certain = criteria."=0A= msgstr ""=0A= "Esta caracter=C3=ADstica de OTRS permite voc=C3=AA modelar processos = (fluxos de "=0A= "trabalho) no sistema de t=C3=ADquete. A ideia b=C3=A1sica =C3=A9 ser = capaz de definir "=0A= "processos recorrentes e delegar itens de trabalho a pessoas diferentes, = bem "=0A= "como conduzir o progresso de um processo em dire=C3=A7=C3=B5es = diferentes baseado em "=0A= "determinados crit=C3=A9rios."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/customization/process-management.xml:16=0A= msgid "Example process"=0A= msgstr "Exemplo de processo"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:18=0A= msgid ""=0A= "Let's see an example to make it more demonstrative. We will define a = book "=0A= "order process:"=0A= msgstr ""=0A= "Vamos ver um exemplo para tornar mais demonstrado. Nos iremos definir = um "=0A= "processo de pedido de livro:"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:22=0A= msgid "Recording the demand"=0A= msgstr "Grava=C3=A7=C3=A3o da demanda"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:24=0A= msgid ""=0A= "Before an order will be placed, the demand for literature by an = employee "=0A= "will be recorded. The following book is needed in our example:"=0A= msgstr ""=0A= "Antes de um pedido ser colocado, a solicita=C3=A7=C3=A3o de literatura = por um "=0A= "empregado ser=C3=A1 gravada. O seguinte livro =C3=A9 necess=C3=A1rio em = nosso exemplo:"=0A= =0A= #. type: Content of: <section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:29=0A= #, fuzzy, no-wrap=0A= msgid ""=0A= "Title: Prozessmanagement f=C3=BCr Dummies\n"=0A= "Autor: Thilo Knuppertz\n"=0A= "ISBN: 3527703713\n"=0A= " "=0A= msgstr ""=0A= "Titulo: Prozessmanagement f=C3=BCr Dummies\n"=0A= "Autor: Thilo Knuppertz\n"=0A= "ISBN: 3527703713\n"=0A= " "=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:28=0A= #: en/content/customization/process-management.xml:566=0A= #: en/content/customization/process-management.xml:1318=0A= #: en/content/customization/process-management.xml:1865=0A= #: en/content/customization/process-management.xml:1992=0A= #: en/content/customization/process-management.xml:2042=0A= #: en/content/customization/process-management.xml:2123=0A= #: en/content/customization/process-management.xml:2223=0A= #: en/content/customization/process-management.xml:2255=0A= #: en/content/customization/process-management.xml:2351=0A= #: en/content/customization/process-management.xml:2397=0A= #: en/content/customization/process-management.xml:2471=0A= #: en/content/customization/process-management.xml:2757=0A= #: en/content/customization/process-management.xml:2787=0A= #: en/content/customization/process-management.xml:2894=0A= #: en/content/customization/process-management.xml:2928=0A= #: en/content/customization/process-management.xml:2959=0A= #: en/content/customization/process-management.xml:2990=0A= #: en/content/customization/process-management.xml:3021=0A= #: en/content/customization/process-management.xml:3055=0A= #: en/content/customization/process-management.xml:3090=0A= #: en/content/customization/process-management.xml:3121=0A= #: en/content/customization/process-management.xml:3160=0A= #: 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"<placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr "<placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:37=0A= #, fuzzy=0A= msgid "Approval by superior"=0A= msgstr "Aprova=C3=A7=C3=A3o por superior"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:39=0A= #, fuzzy=0A= msgid ""=0A= "The head of the employee's department needs to decide on the order. In = case "=0A= "of a denial, a reason should be recorded by the superior. In case of "=0A= "approval, the order is passed to the purchasing department."=0A= msgstr ""=0A= "O chefe do departamento do funcion=C3=A1rio precisa decidir sobre o = pedido. Em "=0A= "caso de recusa, a raz=C3=A3o deve ser registrada pelo superior. Em caso = de "=0A= "aprova=C3=A7=C3=A3o, a ordem =C3=A9 passada para o departamento de = compras."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:46=0A= #, fuzzy=0A= msgid "Processing by purchasing department"=0A= msgstr "Processamento pelo departamento de compras"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:48=0A= #, fuzzy=0A= msgid ""=0A= "Purchasing now has the task to find out where the book can be ordered = with "=0A= "the best conditions. If it is out of stock, this can be recorded in the = "=0A= "order. In case of a successful order purchasing will record the = supplier, "=0A= "the price and the delivery date."=0A= msgstr ""=0A= "O departamento de compras agora tem a tarefa de descobrir onde o livro = pode "=0A= "ser encomendado com as melhores condi=C3=A7=C3=B5es. Se ele est=C3=A1 = fora de estoque, isso "=0A= "pode ser registrado no pedido. No caso de um pedido de compra bem = sucedido "=0A= "ser=C3=A1 gravado o fornecedor, o pre=C3=A7o e a data de entrega."=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:56=0A= #, fuzzy=0A= msgid "Processing by the mail room"=0A= msgstr "O tratamento pelo protocolo"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:58=0A= #, fuzzy=0A= msgid ""=0A= "The shipment will arrive at the company. The incoming goods department "=0A= "checks the shipment and records the date of receipt. Now the employee = will "=0A= "be informed that their order has arrived and is ready to be collected."=0A= msgstr ""=0A= "A remessa chegar=C3=A1 na empresa. O departamento de recebimento de = mercadoria "=0A= "verifica a remessa e grava a data do recebimento. Agora o empregado = ser=C3=A1 "=0A= "informado que seu pedido chegou e esta pronto para ser recolhido."=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/customization/process-management.xml:65=0A= #, fuzzy=0A= msgid "Implementing the example"=0A= msgstr "Implementando o exemplo"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:67=0A= msgid ""=0A= "If we assume that a ticket acts in this work-flow like an accompanying "=0A= "document that can receive change notes, we already have a clear picture = of "=0A= "process tickets."=0A= msgstr ""=0A= "Se assumirmos que um t=C3=ADquete atua neste fluxo de trabalho como um = documento "=0A= "de acompanhamento que pode receber notas de mudan=C3=A7a, j=C3=A1 temos = uma imagem "=0A= "clara dos t=C3=ADquetes de processo."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:71=0A= #, fuzzy=0A= msgid ""=0A= "From the analysis of the example process we can identify the following "=0A= "necessary items:"=0A= msgstr ""=0A= "Da an=C3=A1lise do processo exemplo podemos identificar os seguintes = itens "=0A= "necess=C3=A1rios:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:77=0A= #, fuzzy=0A= msgid ""=0A= "Possibilities to record data, let's call them <emphasis>Activity = Dialogs</"=0A= "emphasis>,"=0A= msgstr ""=0A= "Possibilidades de gravar dados, vamos cham=C3=A1-los <emphasis>Activity = Dialogs</"=0A= "emphasis>,"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:83=0A= #, fuzzy=0A= msgid ""=0A= "Checks which can react to changed data automatically, let's call them "=0A= "<emphasis>Transitions</emphasis>,"=0A= msgstr ""=0A= "Controles que podem reagir automaticamente a mudan=C3=A7as de dados, = vamos cham=C3=A1-"=0A= "los <emphasis>Transitions</emphasis>,"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:89=0A= #, fuzzy=0A= msgid ""=0A= "changes which can be applied to a process ticket after successful "=0A= "transitions of a process ticket, let's call them <emphasis>Transition "=0A= "Actions</emphasis>."=0A= msgstr ""=0A= "mudan=C3=A7as que podem ser aplicadas a um t=C3=ADquete de processo = ap=C3=B3s as transi=C3=A7=C3=B5es "=0A= "bem sucedidas em um t=C3=ADquete de processo, vamos cham=C3=A1-los de "=0A= "<emphasis>Transition Actions</emphasis>."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:97=0A= #, fuzzy=0A= msgid "We also need an additional item which might not be as obvious:"=0A= msgstr "Precisamos tamb=C3=A9m de um item adicional, que pode n=C3=A3o = ser t=C3=A3o =C3=B3bvio:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:103=0A= msgid ""=0A= "A possibility to offer more than just one Activity Dialog to be = available. "=0A= "In our example this is needed when the superior must have the choice = between "=0A= "\"Approve\" and \"Deny\". Let's call this = <emphasis>Activity</emphasis>."=0A= msgstr ""=0A= "A possibilidade de oferecer mais do que apenas um Di=C3=A1logo de = Atividade de "=0A= "estar dispon=C3=ADvel. No nosso exemplo, isto =C3=A9 necess=C3=A1rio = quando o superior deve "=0A= "ter a escolha entre \"Aprovar\" e \"Negar\". Vamos chamar isto de "=0A= "<emphasis>Activity</emphasis>."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:111=0A= msgid ""=0A= "Now, with Activities, Activity Dialogs, Transitions and Transition = Actions "=0A= "we have the necessary tools to model the individual steps of our = example. "=0A= "What's still missing is an area where for each work-flow the order of = the "=0A= "steps can be specified. Let's call this <emphasis>Process</emphasis>. = To be "=0A= "able to refer to all these entities later, we will assign to them an "=0A= "abbreviation in parentheses. This abbreviation is based on an internal "=0A= "identification mechanism called EntityIDs."=0A= msgstr ""=0A= "Agora, com Atividades, Di=C3=A1logos de Atividade, Transi=C3=A7=C3=B5es = e A=C3=A7=C3=B5es de "=0A= "Transi=C3=A7=C3=A3o n=C3=B3s temos as ferramentas necess=C3=A1rias para = modelar as etapas "=0A= "individuais de nosso exemplo. O que continua faltando =C3=A9 uma = =C3=A1rea onde para "=0A= "cada fluxo de trabalho a ordem das etapas possam ser especificadas. = Vamos "=0A= "chamar isto de <emphasis>Processo</emphasis>. Para sermos capazes de "=0A= "referirmos a todas essas entidades mais tarde, vamos atribuir a elas = uma "=0A= "abreviatura entre par=C3=AAnteses. Esta sigla =C3=A9 baseada em um = mecanismo de "=0A= "identifica=C3=A7=C3=A3o interno chamado EntityIDs"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:119=0A= msgid ""=0A= "The EntityIDs are conformed with one or two letters (depending on the "=0A= "process part or entity) and then a consecutive number, examples:"=0A= msgstr ""=0A= "Os EntityIDs s=C3=A3o conformadas com uma ou duas letras (dependendo da = parte do "=0A= "processo ou entidade) e, em seguida, um n=C3=BAmero consecutivo, = exemplos:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:122=0A= #, fuzzy=0A= msgid "Process: 'P1', 'P2' ... 'Pn'."=0A= msgstr "Processo: 'P1', 'P2' ... 'Pn'."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:123=0A= #, fuzzy=0A= msgid "Activity: 'A1', 'A2' ... 'An'."=0A= msgstr "Atividade: 'A1', 'A2' ... 'An'."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:124=0A= msgid "Activity Dialog: 'AD1', 'AD2' ... 'ADn'."=0A= msgstr "Dialogo de Atividade: 'AD1', 'AD2' ... 'ADn'."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:125=0A= #, fuzzy=0A= msgid "Transition: 'T1', 'T2' ... 'Tn'."=0A= msgstr "Transi=C3=A7=C3=A3o: 'T1', 'T2' ... 'Tn'."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:126=0A= msgid "Transition Action: 'TA1', 'TA2' ... 'TAn'."=0A= msgstr " A=C3=A7=C3=A3o de Transi=C3=A7=C3=A3o: 'TA1', 'TA2' ... 'TAn'."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:130=0A= #, fuzzy=0A= msgid ""=0A= "Before the creation of the process and its parts is necessary to = prepare the "=0A= "system, we will need to define some Queues, Users and Dynamic Fields as = well "=0A= "as set some SysConfig options."=0A= msgstr ""=0A= "Antes da cria=C3=A7=C3=A3o do processo e suas partes, =C3=A9 = necess=C3=A1rio preparar o sistema, "=0A= "n=C3=B3s precisamos definir algumas Filas, Usu=C3=A1rios e Campos = Din=C3=A2micos bem como "=0A= "configurar algumas op=C3=A7=C3=B5es do SysConfig."=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:135=0A= #, fuzzy=0A= msgid "Create the following Queues:"=0A= msgstr "Criar as seguintes Filas:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:137=0A= #: en/content/customization/process-management.xml:146=0A= #, fuzzy=0A= msgid "Superior"=0A= msgstr "Superior"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:138=0A= #: en/content/customization/process-management.xml:147=0A= #, fuzzy=0A= msgid "Employee"=0A= msgstr "Empregado"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:139=0A= #, fuzzy=0A= msgid "Purchasing"=0A= msgstr "Compra"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:140=0A= #, fuzzy=0A= msgid "Post office"=0A= msgstr "Correios"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:144=0A= #, fuzzy=0A= msgid "Create the following Users:"=0A= msgstr "Criar os seguintes Usu=C3=A1rios:"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:151=0A= #, fuzzy=0A= msgid "Create the following Dynamic Fields:"=0A= msgstr "Criar os seguintes Campos Din=C3=A2micos:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:154=0A= #: en/content/customization/process-management.xml:159=0A= #: en/content/customization/process-management.xml:385=0A= #, fuzzy=0A= msgid "Title"=0A= msgstr "Titulo"=0A= =0A= #. type: Content of: <section><section><table><thead><tr><td>=0A= #: en/content/customization/process-management.xml:159=0A= #: en/content/customization/process-management.xml:177=0A= #: en/content/customization/process-management.xml:195=0A= #: en/content/customization/process-management.xml:213=0A= #: en/content/customization/process-management.xml:248=0A= #: 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msgstr "Tipo"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:165=0A= #: en/content/customization/process-management.xml:183=0A= #: en/content/customization/process-management.xml:201=0A= #: en/content/customization/process-management.xml:219=0A= #: en/content/customization/process-management.xml:254=0A= #: en/content/customization/process-management.xml:272=0A= #: en/content/customization/process-management.xml:290=0A= #: en/content/customization/process-management.xml:308=0A= #, fuzzy=0A= msgid "Object"=0A= msgstr "Objeto"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:165=0A= #: en/content/customization/process-management.xml:183=0A= #: en/content/customization/process-management.xml:201=0A= #: en/content/customization/process-management.xml:219=0A= #: 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en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:314=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:552=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:853=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:872=0A= #, fuzzy=0A= msgid "Possible Values"=0A= msgstr "Valores poss=C3=ADveis:"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:225=0A= #: en/content/customization/process-management.xml:1086=0A= #, fuzzy=0A= msgid "Approval"=0A= msgstr "Aprova=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:226=0A= #, fuzzy=0A= msgid "Approval denied"=0A= msgstr "Aprova=C3=A7=C3=A3o negada"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:227=0A= #, fuzzy=0A= msgid "Approved"=0A= msgstr "Aprovado"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:228=0A= #, fuzzy=0A= msgid "Order denied"=0A= msgstr "Pedido negado"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:229=0A= #, fuzzy=0A= msgid "Order placed"=0A= msgstr "Pedido efetuado"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:230=0A= #, fuzzy=0A= msgid "Shipment received"=0A= msgstr "remessa recebida"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:238=0A= #, fuzzy=0A= msgid ""=0A= "Note: Please use this exactly this possible values for \"Key\" and = \"Value\" "=0A= "in the Dynamic Field setup."=0A= msgstr ""=0A= "Nota: Por favor, use estes valores exatamente quanto poss=C3=ADvel para = \"chave\" "=0A= "e \"Valor\" na configura=C3=A7=C3=A3o dos campos din=C3=A2micos."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:243=0A= #: en/content/customization/process-management.xml:248=0A= #: en/content/customization/process-management.xml:382=0A= #, fuzzy=0A= msgid "Supplier"=0A= msgstr "Fornecedor"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:261=0A= #: en/content/customization/process-management.xml:266=0A= #: en/content/customization/process-management.xml:376=0A= #, fuzzy=0A= msgid "Price"=0A= msgstr "Pre=C3=A7o"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:279=0A= #: en/content/customization/process-management.xml:370=0A= #, fuzzy=0A= msgid "DeliveryDate"=0A= msgstr "DataDaEntrega"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:284=0A= #, fuzzy=0A= msgid "Delivery date"=0A= msgstr "Data da entrega"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:297=0A= #: en/content/customization/process-management.xml:344=0A= #: en/content/customization/process-management.xml:367=0A= #, fuzzy=0A= msgid "DateOfReceipt"=0A= msgstr "DataDaRecep=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:302=0A= #, fuzzy=0A= msgid "Date Of Receipt"=0A= msgstr "Data do recebimento"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:317=0A= #, fuzzy=0A= msgid "Set the the following SysConfig settings:"=0A= msgstr "Configure as seguintes op=C3=A7=C3=B5es no SysConfig:"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:319=0A= #, fuzzy=0A= msgid "'Ticket::Responsible': Yes"=0A= msgstr "'Ticket::Responsible': Yes"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:322=0A= #, fuzzy=0A= msgid = "'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups':"=0A= msgstr = "'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups':"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= head><row><entry>=0A= #: en/content/customization/process-management.xml:328=0A= #: en/content/customization/process-management.xml:358=0A= #, fuzzy=0A= msgid "<emphasis>Key:</emphasis>"=0A= msgstr "<emphasis>Chave:</emphasis>"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= head><row><entry>=0A= #: en/content/customization/process-management.xml:329=0A= #: en/content/customization/process-management.xml:359=0A= #, fuzzy=0A= msgid "<emphasis>Content:</emphasis>"=0A= msgstr "<emphasis>Conteudo:</emphasis>"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:334=0A= #, fuzzy=0A= msgid "Book"=0A= msgstr "Livro"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:334=0A= #, fuzzy=0A= msgid "Title, Author, ISBN"=0A= msgstr "Titulo, Autor, ISBN"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:337=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:120=0A= #, fuzzy=0A= msgid "General"=0A= msgstr "Geral"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:340=0A= #: en/content/customization/process-management.xml:1163=0A= #, fuzzy=0A= msgid "Order"=0A= msgstr "Pedido"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:341=0A= #, fuzzy=0A= msgid "Price, Supplier, DeliveryDate"=0A= msgstr "Pre=C3=A7o, Fornecedor, DataDaEntrega"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><informaltable><tgroup><t= body><row><entry>=0A= #: en/content/customization/process-management.xml:344=0A= #, fuzzy=0A= msgid "Shipment"=0A= msgstr "Remessa"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:352=0A= #, fuzzy=0A= msgid "'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField':"=0A= msgstr "'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField':"=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/customization/process-management.xml:364=0A= #: en/content/customization/process-management.xml:367=0A= #: en/content/customization/process-management.xml:370=0A= #: en/content/customization/process-management.xml:373=0A= #: en/content/customization/process-management.xml:376=0A= #: en/content/customization/process-management.xml:379=0A= #: en/content/customization/process-management.xml:382=0A= #: en/content/customization/process-management.xml:385=0A= #: en/content/administration/dynamicfields-configuration.xml:785=0A= #: en/content/administration/dynamicfields-configuration.xml:899=0A= #: en/content/administration/dynamicfields-configuration.xml:903=0A= #: en/content/administration/dynamicfields-configuration.xml:907=0A= #: en/content/administration/dynamicfields-configuration.xml:911=0A= #: en/content/administration/dynamicfields-configuration.xml:915=0A= #: en/content/administration/dynamicfields-configuration.xml:919=0A= #: en/content/administration/dynamicfields-configuration.xml:923=0A= #: en/content/administration/dynamicfields-configuration.xml:980=0A= #: en/content/administration/dynamicfields-configuration.xml:988=0A= #: en/content/administration/dynamicfields-configuration.xml:996=0A= #: en/content/administration/dynamicfields-configuration.xml:1004=0A= #: en/content/administration/dynamicfields-configuration.xml:1061=0A= #: en/content/administration/dynamicfields-configuration.xml:1118=0A= #: en/content/administration/dynamicfields-configuration.xml:1295=0A= #, fuzzy=0A= msgid "1"=0A= msgstr "1"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/process-management.xml:394=0A= msgid ""=0A= "Now lets start with the real Process Management stuff. In the next = step, we "=0A= "will define the individual entities that we need."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:398=0A= #, fuzzy=0A= msgid "Process (as a container)"=0A= msgstr "Processo (como um recipiente)"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:400=0A= msgid ""=0A= "To create a new process is necessary to click on the \"Process = Management\" "=0A= "link in the System Administration box in the Admin panel, this will = lead to "=0A= "the Process Management Overview screen. After the creation of the = process we "=0A= "can create all other entities (or process parts)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/customization/process-management.xml:407=0A= msgid ""=0A= "Activities, Activity Dialogs, Transitions and Transition Actions = defined in "=0A= "one process will be available for all the processes in the system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:413=0A= msgid "The OTRS Admin screen - System Administration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:413=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-admin-sysadmin."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/customization/process-management.xml:412=0A= #: en/content/customization/process-management.xml:425=0A= #: en/content/customization/process-management.xml:438=0A= #: en/content/customization/process-management.xml:456=0A= #: en/content/customization/process-management.xml:474=0A= #: en/content/customization/process-management.xml:489=0A= #: en/content/customization/process-management.xml:654=0A= #: en/content/customization/process-management.xml:669=0A= #: en/content/customization/process-management.xml:733=0A= #: en/content/customization/process-management.xml:771=0A= #: en/content/customization/process-management.xml:879=0A= #: en/content/customization/process-management.xml:968=0A= #: en/content/customization/process-management.xml:983=0A= #: en/content/customization/process-management.xml:1001=0A= #: en/content/customization/process-management.xml:1015=0A= #: en/content/customization/process-management.xml:1028=0A= #: en/content/customization/process-management.xml:1286=0A= #: en/content/administration/scheduler.xml:69=0A= #: en/content/administration/scheduler.xml:98=0A= #: en/content/administration/email/email.xml:57=0A= #: en/content/administration/ticket/monitoring-tickets.xml:27=0A= #: en/content/administration/ticket/monitoring-tickets.xml:42=0A= #: en/content/administration/ticket/monitoring-tickets.xml:74=0A= #: en/content/administration/ticket/monitoring-tickets.xml:89=0A= #: en/content/administration/ticket/monitoring-tickets.xml:104=0A= #: en/content/administration/adminarea.xml:20=0A= #: en/content/administration/adminarea.xml:49=0A= #: en/content/administration/adminarea.xml:64=0A= #: en/content/administration/adminarea.xml:130=0A= #: en/content/administration/adminarea.xml:151=0A= #: en/content/administration/adminarea.xml:166=0A= #: en/content/administration/adminarea.xml:177=0A= #: en/content/administration/adminarea.xml:300=0A= #: en/content/administration/adminarea.xml:321=0A= #: en/content/administration/adminarea.xml:337=0A= #: en/content/administration/adminarea.xml:348=0A= #: en/content/administration/adminarea.xml:363=0A= #: en/content/administration/adminarea.xml:378=0A= #: en/content/administration/adminarea.xml:389=0A= #: en/content/administration/adminarea.xml:414=0A= #: en/content/administration/adminarea.xml:433=0A= #: en/content/administration/adminarea.xml:471=0A= #: en/content/administration/adminarea.xml:486=0A= #: en/content/administration/adminarea.xml:497=0A= #: en/content/administration/adminarea.xml:519=0A= #: en/content/administration/adminarea.xml:534=0A= #: en/content/administration/adminarea.xml:609=0A= #: en/content/administration/adminarea.xml:628=0A= #: en/content/administration/adminarea.xml:662=0A= #: en/content/administration/adminarea.xml:681=0A= #: en/content/administration/adminarea.xml:715=0A= #: 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en/content/administration/adminarea.xml:1142=0A= #: en/content/administration/adminarea.xml:1166=0A= #: en/content/administration/adminarea.xml:1186=0A= #: en/content/administration/adminarea.xml:1305=0A= #: en/content/administration/adminarea.xml:1330=0A= #: en/content/administration/adminarea.xml:1354=0A= #: en/content/administration/adminarea.xml:1563=0A= #: en/content/administration/adminarea.xml:1600=0A= #: en/content/administration/adminarea.xml:1615=0A= #: en/content/administration/adminarea.xml:1639=0A= #: en/content/administration/adminarea.xml:1663=0A= #: en/content/administration/adminarea.xml:1678=0A= #: en/content/administration/adminarea.xml:1698=0A= #: en/content/administration/adminarea.xml:1728=0A= #: en/content/administration/adminarea.xml:1748=0A= #: en/content/administration/adminarea.xml:1786=0A= #: en/content/administration/adminarea.xml:1807=0A= #: en/content/administration/configuration.xml:43=0A= #: en/content/administration/dynamicfields-configuration.xml:25=0A= #: en/content/administration/dynamicfields-configuration.xml:244=0A= #: en/content/administration/dynamicfields-configuration.xml:291=0A= #: en/content/administration/dynamicfields-configuration.xml:323=0A= #: en/content/administration/dynamicfields-configuration.xml:403=0A= #: en/content/administration/dynamicfields-configuration.xml:462=0A= #: en/content/administration/dynamicfields-configuration.xml:545=0A= #: en/content/administration/dynamicfields-configuration.xml:629=0A= #: en/content/administration/dynamicfields-configuration.xml:645=0A= #: en/content/administration/dynamicfields-configuration.xml:794=0A= #: en/content/administration/dynamicfields-configuration.xml:851=0A= #: en/content/administration/dynamicfields-configuration.xml:932=0A= #: en/content/administration/dynamicfields-configuration.xml:1013=0A= #: en/content/administration/dynamicfields-configuration.xml:1070=0A= #: en/content/administration/dynamicfields-configuration.xml:1127=0A= #: en/content/administration/dynamicfields-configuration.xml:1336=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:55=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:118=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:187=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:223=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:255=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:303=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:331=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:400=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:445=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:493=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:538=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:601=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:679=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:788=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:25=0A= #: en/content/administration/stats.xml:28=0A= #: en/content/administration/stats.xml:71=0A= #: en/content/administration/stats.xml:124=0A= #: en/content/administration/stats.xml:319=0A= #: en/content/administration/stats.xml:451=0A= #: en/content/administration/stats.xml:598=0A= #: en/content/administration/stats.xml:634=0A= #: en/content/administration/stats.xml:746=0A= #: en/content/administration/stats.xml:772 en/content/first-steps.xml:34=0A= #: en/content/first-steps.xml:62 en/content/first-steps.xml:93=0A= #: en/content/first-steps.xml:128 en/content/first-steps.xml:148=0A= #: en/content/first-steps.xml:187 en/content/first-steps.xml:206=0A= #: en/content/first-steps.xml:266 en/content/first-steps.xml:320=0A= #: en/content/installation/web-installer.xml:20=0A= #: en/content/installation/web-installer.xml:35=0A= #: en/content/installation/web-installer.xml:50=0A= #: en/content/installation/web-installer.xml:65=0A= #: en/content/installation/web-installer.xml:86=0A= #: en/content/installation/web-installer.xml:101=0A= #: en/content/installation/web-installer.xml:116=0A= #: en/content/installation/web-installer.xml:131=0A= #: en/content/installation/web-installer.xml:156=0A= #: en/content/additional-resources.xml:163=0A= msgid "<placeholder type=3D\"screenshot\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:418=0A= msgid "<emphasis>Figure: OTRS Admin screen - System = Administration.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:422=0A= msgid "Click on the \"Create New Process\" action from the Actions box."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:426=0A= msgid "Create New Process button"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:426=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-newprocess-"=0A= "button.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:431=0A= msgid "<emphasis>Figure: Create New Process button.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:434=0A= msgid ""=0A= "Fill the process information,set Process Name and the Description, we = will "=0A= "leave the process State as \"inactive\", until we finish all the tasks. = Save "=0A= "the process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:439=0A= #, fuzzy=0A= msgid "Add new process"=0A= msgstr "Adicionar novo processo"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:439=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-newprocess-"=0A= "info.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:444=0A= msgid "<emphasis>Figure: Add new process.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:448=0A= #, fuzzy=0A= msgid "Activity Dialogs"=0A= msgstr "Di=C3=A1logos de atividade."=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:450=0A= msgid ""=0A= "Click on the new process name in the Process Management Overview = Screen, "=0A= "then in the \"Available Process Elements\" click in \"Activity Dialogs"=0A= "\" (this action will expand the activity dialog options and will = collapse "=0A= "all others doing and accordion like effect), then click on \"Create New = "=0A= "Activity Dialog\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:457=0A= msgid "Create New Activity Dialog button"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:457=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - scale=3D'40'screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-"=0A= "accordion-new-activitydialog.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:462=0A= msgid "<emphasis>Figure: Create New Activity Dialog button.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:465=0A= msgid ""=0A= "In the opened popup screen fill the \"Activity dialog Name\" as well as = the "=0A= "\"Description (short)\" fields, for this example we will leave all = other "=0A= "fields as the default, to assign fields to the Activity Dialog simple = drag "=0A= "the required field from the \"Available Fields\" pool and drop into the = "=0A= "\"Assigned Fields\" pool. The order in the \"Assigned Fields\" pool is = the "=0A= "order as the fields will have in the screen, to modify the order simply = drag "=0A= "and drop the filed within the pool to rearrange it in the correct = place."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:475=0A= msgid "Add new Activity Dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:475=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' fileref=3D\"screenshots/pm-edit-"=0A= "activitydialog.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:480=0A= msgid "<emphasis>Figure: Add new Activity Dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:483=0A= msgid ""=0A= "As soon as the fields are dropped into the \"Assigned Fields\" pool = another "=0A= "popup screen is shown with some details about the field, we will leave = the "=0A= "default options and only for Article fields we should make sure that = the "=0A= "ArticleType field is set to \"note-internal\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:490=0A= msgid "Edit field details (Article)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:490=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-edit-field-"=0A= "article.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:495=0A= msgid "<emphasis>Figure: Edit field details (Article).</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:498=0A= msgid ""=0A= "After all fields are assigned click on the submit button in the main = popup "=0A= "screen to save the changes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:502=0A= msgid ""=0A= "In this example we will use Article field for comments, but another = option "=0A= "could be to create a TextArea type Dynamic Field, the rest of the = mentioned "=0A= "fields in the lines below are the Dynamic Fields that we define before."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:507=0A= msgid ""=0A= "Please be aware that in this screen all the Dynamic Fields has the = prefix "=0A= "\"DynamicField_\" as in \"DynamicField_Title\", Do not confuse with the = "=0A= "field \"Title\" that is the Ticket Title."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:512=0A= msgid "Create the following Activity Dialogs:"=0A= msgstr "Criar os seguintes Dialogos de Atividade:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:517=0A= msgid "\"Recoding the demand\" (AD1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:519=0A= msgid ""=0A= "An Activity Dialog that contains all the required fields for the data = to be "=0A= "collected for the order (Title, Author and ISBN), and a Status field = with "=0A= "the possibility to choose \"Approval\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:525=0A= msgid "\"Approval denied\" (AD2)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:527=0A= msgid ""=0A= "An Activity Dialog with a comment field (Article) and a Status field = with "=0A= "the option \"Approval denied\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:532=0A= msgid "\"Approved\" (AD3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:534=0A= msgid "Here we just need the Status field with the option \"Approved\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:538=0A= msgid "\"Order denied\" (AD4)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:540=0A= msgid ""=0A= "An activity dialog which makes it possible for purchasing to reject an "=0A= "impossible order (book out of stock). Here we also need a comment field = and "=0A= "the Status field with the option \"Order denied\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:546=0A= msgid "\"Order placed\" (AD5)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:548=0A= msgid ""=0A= "An activity dialog with the fields Supplier, Price and Delivery date = for "=0A= "purchasing and the Status field with the option \"Order placed\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:553=0A= msgid "\"Shipment received\" (AD6)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:555=0A= msgid ""=0A= "An activity for the mail room with a field for the Date of receipt and = the "=0A= "Status field with the option \"Shipment received\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:562=0A= msgid ""=0A= "To restrict the Status field for each activity dialog we need to add = some "=0A= "ACLs in the Kernel/Config.pm or to a new perl file located in = Kernel/Config/"=0A= "Files."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:567=0A= #, no-wrap=0A= msgid ""=0A= " $Self->{TicketAcl}->{'P1-AD1-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD1'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Approval'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= "\n"=0A= " $Self->{TicketAcl}->{'P1-AD2-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD2'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Approval denied'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= "\n"=0A= " $Self->{TicketAcl}->{'P1-AD3-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD3'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Approved'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= "\n"=0A= " $Self->{TicketAcl}->{'P1-AD4-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD4'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Order denied'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= "\n"=0A= " $Self->{TicketAcl}->{'P1-AD5-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD5'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Order placed'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= "\n"=0A= " $Self->{TicketAcl}->{'P1-AD6-1'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ActivityDialogEntityID =3D> ['AD6'],\n"=0A= " },\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " DynamicField_Status =3D> ['Shipment received'],\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:648=0A= #, fuzzy=0A= msgid "Transitions"=0A= msgstr "Transi=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:650=0A= msgid ""=0A= "In the \"Available Process Elements\" click in \"Transitions\", then = click "=0A= "on \"Create New Transition\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:655=0A= msgid "Create New Transition button"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:655=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-accordion-new-"=0A= "transition.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:660=0A= msgid "<emphasis>Figure: Create New Transition button.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:663=0A= msgid ""=0A= "In the opened popup screen fill the \"Transition Name\", then in the "=0A= "conditions, for this examples we will use just one condition and just = one "=0A= "field, for both we can leave the Type of Linking as \"and\" and we will = use "=0A= "the filed match type value as \"String\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:670=0A= #, fuzzy=0A= msgid "Add new Transition"=0A= msgstr "Adicionar nova Transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:670=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' fileref=3D\"screenshots/pm-edit-"=0A= "transition.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:675=0A= msgid "<emphasis>Figure: Add new Transition.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:678=0A= msgid ""=0A= "After all conditions are set click on the submit button to save the = changes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:681=0A= #, fuzzy=0A= msgid "Create the following Transitions:"=0A= msgstr "Crie as seguintes Transi=C3=A7=C3=B5es:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:686=0A= msgid "\"Approval\" (T1)"=0A= msgstr "\"Aprova=C3=A7=C3=A3o\" (T1)"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:688=0A= msgid "A transition which checks if the Status field is set to = \"Approval\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:692=0A= #: en/content/customization/process-management.xml:1096=0A= msgid "\"Approval denied\" (T2)"=0A= msgstr "\"Aprova=C3=A7=C3=A3o negada\" (T2)"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:694=0A= msgid ""=0A= "A transition which checks if the Status field is set to \"Approval = denied\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:699=0A= #: en/content/customization/process-management.xml:1130=0A= msgid "\"Approved\" (T3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:701=0A= msgid "A transition which checks if the Status field is set to = \"Approved\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:705=0A= #: en/content/customization/process-management.xml:1173=0A= msgid "\"Order denied\" (T4)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:707=0A= msgid ""=0A= "A transition which checks if the Status field is set to \"Order = denied\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:711=0A= #: en/content/customization/process-management.xml:1207=0A= msgid "\"Order placed\" (T5)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:713=0A= msgid ""=0A= "A transition which checks if the Status field is set to \"Order = placed\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:717=0A= #: en/content/customization/process-management.xml:1245=0A= msgid "\"Shipment received\" (T6)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:719=0A= msgid ""=0A= "A transition which checks if the Status field is set to \"Shipment = received"=0A= "\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:727=0A= #: en/content/customization/process-management.xml:2657=0A= #, fuzzy=0A= msgid "Transition Actions"=0A= msgstr "A=C3=A7=C3=B5es de transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:729=0A= msgid ""=0A= "Click on \"Transition Actions\" in the \"Available Process Elements\", = then "=0A= "click on \"Create New Transition Action\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:734=0A= msgid "Create New Transition Action button"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:734=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-accordion-new-"=0A= "transitionaction.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:739=0A= msgid "<emphasis>Figure: Create New Transition Action button.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:742=0A= msgid ""=0A= "In the opened popup screen fill the \"Transition Name\", and the "=0A= "\"Transition Action module\" then add the required and optional = parameter "=0A= "names and values."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:746=0A= msgid ""=0A= "All the Transition Action Modules are located in Kernel/System/"=0A= "ProcessManagement/TransitionAction and the following is the list of = bundled "=0A= "Transition Actions included in this release"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:752=0A= #: en/content/customization/process-management.xml:2752=0A= msgid "DynamicFieldSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:753=0A= #: en/content/customization/process-management.xml:2782=0A= msgid "TicketArticleCreate"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:754=0A= #: en/content/customization/process-management.xml:2889=0A= msgid "TicketCustomerSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:755=0A= #: en/content/customization/process-management.xml:2923=0A= msgid "TicketLockSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:756=0A= #: en/content/customization/process-management.xml:2954=0A= msgid "TicketOwnerSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:757=0A= #: en/content/customization/process-management.xml:2985=0A= msgid "TicketQueueSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:758=0A= #: en/content/customization/process-management.xml:3016=0A= msgid "TicketResponsibleSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:759=0A= #: en/content/customization/process-management.xml:3047=0A= msgid "TicketServiceSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:760=0A= #: en/content/customization/process-management.xml:3082=0A= msgid "TicketSLASet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:761=0A= #: en/content/customization/process-management.xml:3116=0A= msgid "TicketStateSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:762=0A= #: en/content/customization/process-management.xml:3155=0A= msgid "TicketTitleSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:763=0A= #: en/content/customization/process-management.xml:3181=0A= msgid "TicketTypeSet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:767=0A= msgid ""=0A= "Each module has its own and different parameters. Please review the = <link "=0A= "linkend=3D\"available-transition-actions\">module documentation</link> = to "=0A= "learn all require and optional parameters."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:772=0A= msgid "Add new Transition Action"=0A= msgstr "Adicionar nova A=C3=A7=C3=A3o de Transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:772=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' fileref=3D\"screenshots/pm-edit-"=0A= "transitionaction.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:777=0A= msgid "<emphasis>Figure: Add new Transition Action.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:780=0A= msgid ""=0A= "After all parameters and values are set click on the submit button to = save "=0A= "the changes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:784=0A= msgid "Create the following Transitions Actions:"=0A= msgstr "Criar as seguintes A=C3=A7=C3=B5es de Transi=C3=A7=C3=A3o:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:789=0A= msgid "\"Move the process ticket into the 'Superior' queue\" (TA1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:791=0A= msgid ""=0A= "This action is supposed to be executed when the Transition \"Approval\" = (T1) "=0A= "applied."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:796=0A= msgid "\"Change ticket responsible to 'Superior'\" (TA2)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:798=0A= msgid "To be executed when the Transition \"Approval\" (T1) applied."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:802=0A= msgid "\"Move the process ticket into the 'Employee' queue\"\" (TA3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:803=0A= #: en/content/customization/process-management.xml:818=0A= #: en/content/customization/process-management.xml:841=0A= #: en/content/customization/process-management.xml:850=0A= msgid "To be executed when:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:806=0A= msgid "The Transition \"Approval denied\" (T2) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:809=0A= msgid "The Transition \"Order denied\" (T4) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:812=0A= msgid "The Transition \"Shipment received\" (T6) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:817=0A= msgid "\"Change ticket responsible to 'Employee'\" (TA4)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:821=0A= #: en/content/customization/process-management.xml:853=0A= msgid "The transition \"Approval denied\" (T2) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:824=0A= #: en/content/customization/process-management.xml:856=0A= msgid "The transition \"Order denied\" (T4) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:827=0A= #: en/content/customization/process-management.xml:844=0A= msgid "The transition \"Shipment received\" (T6) applied"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:832=0A= msgid "\"Move process ticket into the 'Purchasing' queue\" (TA5)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:833=0A= msgid "To be executed when the transition \"Approved\" (T3) applied."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:836=0A= msgid "\"Move process ticket into the 'Post office' queue\" (TA6)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:837=0A= msgid "To be executed when the transition \"Order placed\" (T5) applied."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:840=0A= #: en/content/customization/process-management.xml:1271=0A= msgid "\"Close ticket successfully\" (TA7)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:849=0A= #: en/content/customization/process-management.xml:1122=0A= #: en/content/customization/process-management.xml:1199=0A= msgid "\"Close ticket unsuccessfully\" (TA8)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:863=0A= msgid ""=0A= "As you can see, there are places where the same Transition Actions = should be "=0A= "executed. Therefore it is reasonable to make it possible to link = Transition "=0A= "Actions freely with Transitions to be able to reuse them."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:869=0A= #, fuzzy=0A= msgid "Activities"=0A= msgstr "Atividades"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:871=0A= msgid ""=0A= "We chose the approach to see Activities as a basket which can contain = one or "=0A= "more Activity Dialogs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:875=0A= msgid ""=0A= "Click on \"Activities\" in the \"Available Process Elements\", then = click on "=0A= "\"Create New Activity\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:880=0A= msgid "Create New Activity button"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:880=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-accordion-new-"=0A= "activity.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:885=0A= msgid "<emphasis>Figure: Create New Activity button.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:888=0A= msgid ""=0A= "In the opened popup screen fill the \"Activity Name\", Then drap the "=0A= "required Activity Dialogs from the \"Available Activity Dialogs\" pool, = and "=0A= "drop then into to the \"Assigned Activity Dialogs\" pool. This dialogs = will "=0A= "be presented (in the ticket zoom screen) in the same order as it is = defined "=0A= "on this screen translating from top to bottom, to left to right."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:895=0A= msgid ""=0A= "This order is specially important in the first Activity, since the = first "=0A= "Activity Dialog for this activity is the only one that is presented = when the "=0A= "process starts"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:899=0A= #, fuzzy=0A= msgid "Create the following Activities:"=0A= msgstr "Crie as seguintes atividades:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:904=0A= msgid "\"Recording the demand\" (A1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:905=0A= msgid "Contains the Activity Dialog \"Recording the demand\" (AD1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:908=0A= msgid "\"Approval\" (A2)"=0A= msgstr "\"Aprova=C3=A7=C3=A3o\" (A2)"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:910=0A= msgid ""=0A= "Contains the Activity Dialogs \"Approval denied\" (AD2) as well as = \"Approved"=0A= "\" (AD3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:915=0A= msgid "\"Order\" (A3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:917=0A= msgid ""=0A= "Contains the Activity Dialogs \"Order rejected\" (AD4) as well as = \"Order "=0A= "placed\" (AD5)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:922=0A= msgid "\"Incoming\" (A4)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:923=0A= msgid "Contains the Activity Dialog \"Shipment received\" (AD6)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:926=0A= msgid ""=0A= "\"Process complete\" (A5): This is an Activity without possible = Activity "=0A= "Dialogs. It will be set after \"Approval denied\", \"Order denied\" or = "=0A= "\"Shipment received\" and represents the end of the process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:935=0A= msgid ""=0A= "Now we can clearly see that Activities are precisely defined states of = a "=0A= "process ticket. After a successful Transition a process ticket moves = from "=0A= "one Activity to another."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:941=0A= msgid "Book ordering process Path"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:943=0A= msgid ""=0A= "Let us conclude our example with the last missing piece in the puzzle, = the "=0A= "Process as the a flow describer. In our case this is the whole ordering = work-"=0A= "flow. Other processes could be office supply ordering or completely "=0A= "different processes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:948=0A= msgid ""=0A= "The process has a starting point which consists of the start Activity = and "=0A= "the start Activity Dialog. For any new book order, the start Activity = Dialog "=0A= "(first Activity Dialog for the first Activity) is the first screen that = is "=0A= "displayed. If this is completed and saved, the Process ticket will be "=0A= "created and can follow the configured work-flow."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:955=0A= msgid ""=0A= "The process also contains the directions for how the process ticket can = move "=0A= "through the Process. Let's call this the \"Path\". It consists of the = start "=0A= "Activity, one or more Transitions (possibly with Transition Actions), = and "=0A= "other Activities."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:960=0A= msgid ""=0A= "Assuming that the Activities has already assigned their Activity = Dialogs "=0A= "drag an Activity from the accordion (in the left part of the screen) = and "=0A= "drop it into the canvas area (below process information). Notice that = an "=0A= "arrow from the process start (green circle) to the Activity is placed "=0A= "automatically. (This is the first Activity and its first Activity = Dialog is "=0A= "the first screen that will be shown when the process starts)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:969=0A= msgid "Drag first Activity into the canvas"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:969=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-canvas-drag-"=0A= "activity.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:974=0A= msgid "<emphasis>Figure: Drag first Activity into the canvas.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:977=0A= msgid ""=0A= "Next, drag another Activity into the canvas too. now we will have two "=0A= "Activities in the canvas the first one is connected to the start point = and "=0A= "the second has no connections, you can hover the mouse over each = activity to "=0A= "reveal their own Activity Dialogs."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:984=0A= msgid "Drag second Activity into the canvas"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:984=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-canvas-drag-"=0A= "activity2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:989=0A= msgid "<emphasis>Figure: Drag second Activity into the = canvas.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:992=0A= msgid ""=0A= "Then let's create the \"Path\" (connection) between this two = Activities, for "=0A= "this we will use the Transitions, Click on Transitions in the accordion = drag "=0A= "a Transition and drop it inside the first Activity, notice that the = Activity "=0A= "change its color indicating that the Transition is attached, as soon as = the "=0A= "Transition is dropped the end point of the Transition arrow will be = placed "=0A= "next to the process start point. Drag the Transition arrow end point = and "=0A= "drop it inside the other Activity to create the connection between the "=0A= "Activities."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:1002=0A= msgid "Drag a Transition into the canvas"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:1002=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-canvas-drag-"=0A= "transition.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1007=0A= msgid "<emphasis>Figure: Drag a Transition into the canvas.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1010=0A= msgid ""=0A= "Now that the \"Path\" between the Actions is defined, then we need to = assign "=0A= "the Transition Actions to the Transition, double click the Transition = label "=0A= "(in the canvas), this will open a new popup window."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:1016=0A= msgid "Connect Activities using Transitions"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:1016=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-canvas-drag-"=0A= "transition2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1021=0A= msgid "<emphasis>Figure: Connect Activities using = Transitions.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1024=0A= msgid ""=0A= "Drag the needed Transition Actions from Available Transition Actions = pool "=0A= "and drop them into the Assigned Transition Actions pool and click on = submit "=0A= "button."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:1029=0A= #, fuzzy=0A= msgid "Assign Transition Actions"=0A= msgstr "Atribuir A=C3=A7=C3=B5es de transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:1029=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-edit-path.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1034=0A= msgid "<emphasis>Figure: Assign Transition Actions.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1037=0A= msgid ""=0A= "Then back in the main process edit screen click on save button below = the "=0A= "canvas to save all other changes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1041=0A= msgid ""=0A= "Complete the \"path\"\" adding the following Activities, Transitions = and "=0A= "Transition Actions:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1044=0A= msgid "Recording the demand until \"Approval\""=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1048=0A= msgid "Starting point: Activity: Recording the demand (A1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1051=0A= msgid "Possible Transition: Approval (T1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:1055=0A= msgid ""=0A= "If the condition of this activity is fulfilled, the ticket will move to = "=0A= "Activity: Approval (A2)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><para>=0A= #: en/content/customization/process-management.xml:1061=0A= msgid "Additionally, the following TransitionActions are executed:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1066=0A= msgid "\"Moving the ticket into the 'Superior' Queue\" (TA1)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1070=0A= msgid "\"Set ticket responsible to 'Superior'\" (TA2)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1079=0A= msgid ""=0A= "The Activity: \"Recording the demand\" (A1) is a defined step of the = process "=0A= "ticket, where there is the possibility for the Transition: \"Approval"=0A= "\" (T1). If this applies, the ticket will move to the next Activity: "=0A= "\"Approval\" (A2), and the Transition Actions: \"Moving the ticket into = the "=0A= "'Superior' Queue\" (TA1) and \"Set ticket responsible to 'Superior'\" = (TA2) "=0A= "are executed. In the Activity: \"Approval\" (A2), the Activity Dialogs: = "=0A= "\"Approval denied\" (AD2) and \"Approved\" (AD3) are available."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1090=0A= msgid "Starting Point: Activity \"Approval\" (A2)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1093=0A= #: en/content/customization/process-management.xml:1170=0A= #: en/content/customization/process-management.xml:1242=0A= #, fuzzy=0A= msgid "Possible Transitions:"=0A= msgstr "Transi=C3=A7=C3=B5es poss=C3=ADveis:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1100=0A= #: en/content/customization/process-management.xml:1177=0A= #: en/content/customization/process-management.xml:1249=0A= msgid ""=0A= "If this matches, the process ticket will move to Activity:\"Process = complete"=0A= "\" (A5)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1106=0A= #: en/content/customization/process-management.xml:1183=0A= #: en/content/customization/process-management.xml:1255=0A= msgid "Additionally, the following Transition Actions are executed:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1112=0A= #: en/content/customization/process-management.xml:1189=0A= #: en/content/customization/process-management.xml:1261=0A= msgid "\"Move process ticket to the 'Employee' Queue\" (TA3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1117=0A= #: en/content/customization/process-management.xml:1194=0A= #: en/content/customization/process-management.xml:1266=0A= msgid "\"Set ticket responsible to 'Employee'\" (TA4)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1134=0A= msgid ""=0A= "If this matches, the process ticket will move to Activity: \"Order\" = (A3)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1140=0A= #: en/content/customization/process-management.xml:1217=0A= msgid "Additionally, the following Transition Action is executed:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1146=0A= msgid "\"Move process ticket to 'Purchasing' Queue\" (TA5)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1159=0A= msgid ""=0A= "We can see that from the current Activity, which defines a step of the "=0A= "process ticket, there are one or more possibilities for Transition = which "=0A= "have exactly one target Activity (and possibly one or more Transition "=0A= "Actions)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1167=0A= msgid "Starting Point: Activity \"Order\" (A3)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1211=0A= msgid ""=0A= "If this matches, the process ticket will move to Activity: \"Incoming\" = (A5)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><itemizedlist><l= istitem><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1223=0A= msgid "\"Move process ticket to 'Post office' Queue\" (TA6)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1235=0A= msgid "Incoming"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1239=0A= msgid "Starting Point: Activity \"Incoming\" (A4)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1283=0A= msgid ""=0A= "The complete Path for the book ordering Process will then look like = this:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/customization/process-management.xml:1287=0A= msgid "Book ordering complete process path"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/customization/process-management.xml:1287=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"process-"=0A= "management - screenshot\" scale=3D'40' = fileref=3D\"screenshots/pm-edit-process."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1292=0A= msgid "<emphasis>Figure: Book ordering complete process path.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1295=0A= msgid ""=0A= "After you finish the process path please click on \"Save\" button in = the "=0A= "lower part of the canvas and then click on \"Synchronize All = Processes\" "=0A= "button. This will gather all processes information form the Database = and "=0A= "create a cache file (in Perl language). This cache file is acctually = the "=0A= "processes configuration that the system will use to create or use = process "=0A= "tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1302=0A= msgid ""=0A= "Any change that is made of the process (in the GUI) will require to re-"=0A= "synchronize the cache file in order to get the change reflected in the "=0A= "system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1306=0A= msgid ""=0A= "It is also possible to import the whole process from a YAML file, but = it is "=0A= "still necessary to create all Dynamic Fields, Users, Queues, etc that = are "=0A= "needed by each process before the import."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1311=0A= msgid ""=0A= "Notice that if the process requires the use of ACLs those are also = needed to "=0A= "be set manually."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1315=0A= msgid ""=0A= "The follwing is the complete YAML file for the book ordering process = example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:1318=0A= #, no-wrap=0A= msgid ""=0A= "---\n"=0A= "Activities:\n"=0A= " A1:\n"=0A= " ActivityDialogs:\n"=0A= " - AD1\n"=0A= " ChangeTime: 2012-11-23 14:49:22\n"=0A= " Config:\n"=0A= " ActivityDialog:\n"=0A= " 1: AD1\n"=0A= " CreateTime: 2012-11-23 11:49:38\n"=0A= " EntityID: A1\n"=0A= " ID: 151\n"=0A= " Name: Recording the demand\n"=0A= " A2:\n"=0A= " ActivityDialogs:\n"=0A= " - AD2\n"=0A= " - AD3\n"=0A= " ChangeTime: 2012-12-13 00:55:12\n"=0A= " Config:\n"=0A= " ActivityDialog:\n"=0A= " 1: AD2\n"=0A= " 2: AD3\n"=0A= " CreateTime: 2012-11-23 11:50:11\n"=0A= " EntityID: A2\n"=0A= " ID: 152\n"=0A= " Name: Approval\n"=0A= " A3:\n"=0A= " ActivityDialogs:\n"=0A= " - AD4\n"=0A= " - AD5\n"=0A= " ChangeTime: 2012-11-23 18:12:14\n"=0A= " Config:\n"=0A= " ActivityDialog:\n"=0A= " 1: AD4\n"=0A= " 2: AD5\n"=0A= " CreateTime: 2012-11-23 11:50:35\n"=0A= " EntityID: A3\n"=0A= " ID: 153\n"=0A= " Name: Order\n"=0A= " A4:\n"=0A= " ActivityDialogs:\n"=0A= " - AD6\n"=0A= " ChangeTime: 2012-11-23 18:12:35\n"=0A= " Config:\n"=0A= " ActivityDialog:\n"=0A= " 1: AD6\n"=0A= " CreateTime: 2012-11-23 11:51:00\n"=0A= " EntityID: A4\n"=0A= " ID: 154\n"=0A= " Name: Incoming\n"=0A= " A5:\n"=0A= " ActivityDialogs: []\n"=0A= " ChangeTime: 2012-11-23 11:51:33\n"=0A= " Config: {}\n"=0A= " CreateTime: 2012-11-23 11:51:33\n"=0A= " EntityID: A5\n"=0A= " ID: 155\n"=0A= " Name: Process complete\n"=0A= "ActivityDialogs:\n"=0A= " AD1:\n"=0A= " ChangeTime: 2012-12-06 02:16:21\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Recoding the demand\n"=0A= " FieldOrder:\n"=0A= " - DynamicField_Author\n"=0A= " - DynamicField_ISBN\n"=0A= " - DynamicField_Title\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " DynamicField_Author:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_ISBN:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Title:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: ''\n"=0A= " CreateTime: 2012-11-23 14:34:43\n"=0A= " EntityID: AD1\n"=0A= " ID: 154\n"=0A= " Name: Recording the demand\n"=0A= " AD2:\n"=0A= " ChangeTime: 2012-11-23 14:57:41\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Approval denied\n"=0A= " FieldOrder:\n"=0A= " - Article\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " Article:\n"=0A= " Config:\n"=0A= " ArticleType: note-internal\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: Deny Request\n"=0A= " CreateTime: 2012-11-23 14:36:39\n"=0A= " EntityID: AD2\n"=0A= " ID: 155\n"=0A= " Name: Approval denied\n"=0A= " AD3:\n"=0A= " ChangeTime: 2012-12-14 03:14:23\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Approved\n"=0A= " FieldOrder:\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: Approve Request\n"=0A= " CreateTime: 2012-11-23 14:37:35\n"=0A= " EntityID: AD3\n"=0A= " ID: 156\n"=0A= " Name: Approved\n"=0A= " AD4:\n"=0A= " ChangeTime: 2012-11-23 14:58:52\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Order rejected\n"=0A= " FieldOrder:\n"=0A= " - Article\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " Article:\n"=0A= " Config:\n"=0A= " ArticleType: note-internal\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: Reject Order\n"=0A= " CreateTime: 2012-11-23 14:38:48\n"=0A= " EntityID: AD4\n"=0A= " ID: 157\n"=0A= " Name: Order rejected\n"=0A= " AD5:\n"=0A= " ChangeTime: 2012-12-06 02:20:12\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Order placed\n"=0A= " FieldOrder:\n"=0A= " - DynamicField_DeliveryDate\n"=0A= " - DynamicField_Price\n"=0A= " - DynamicField_Supplier\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " DynamicField_DeliveryDate:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Price:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Supplier:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: Place Order\n"=0A= " CreateTime: 2012-11-23 14:41:28\n"=0A= " EntityID: AD5\n"=0A= " ID: 158\n"=0A= " Name: Order placed\n"=0A= " AD6:\n"=0A= " ChangeTime: 2012-11-23 14:42:43\n"=0A= " Config:\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: Shipment received\n"=0A= " FieldOrder:\n"=0A= " - DynamicField_DateOfReceipt\n"=0A= " - DynamicField_Status\n"=0A= " Fields:\n"=0A= " DynamicField_DateOfReceipt:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " DynamicField_Status:\n"=0A= " DefaultValue: ''\n"=0A= " DescriptionLong: ''\n"=0A= " DescriptionShort: ''\n"=0A= " Display: 1\n"=0A= " Interface:\n"=0A= " - AgentInterface\n"=0A= " Permission: ''\n"=0A= " RequiredLock: 0\n"=0A= " SubmitAdviceText: ''\n"=0A= " SubmitButtonText: ''\n"=0A= " CreateTime: 2012-11-23 14:42:43\n"=0A= " EntityID: AD6\n"=0A= " ID: 159\n"=0A= " Name: Shipment received\n"=0A= "Process:\n"=0A= " Activities:\n"=0A= " - A1\n"=0A= " - A2\n"=0A= " - A3\n"=0A= " - A4\n"=0A= " - A5\n"=0A= " ChangeTime: 2012-12-06 02:31:59\n"=0A= " Config:\n"=0A= " Description: The process to order a book\n"=0A= " Path:\n"=0A= " A1:\n"=0A= " T1:\n"=0A= " ActivityEntityID: A2\n"=0A= " TransitionAction:\n"=0A= " - TA2\n"=0A= " - TA1\n"=0A= " A2:\n"=0A= " T2:\n"=0A= " ActivityEntityID: A5\n"=0A= " TransitionAction:\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA8\n"=0A= " T3:\n"=0A= " ActivityEntityID: A3\n"=0A= " TransitionAction:\n"=0A= " - TA5\n"=0A= " A3:\n"=0A= " T4:\n"=0A= " ActivityEntityID: A5\n"=0A= " TransitionAction:\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA8\n"=0A= " T5:\n"=0A= " ActivityEntityID: A4\n"=0A= " TransitionAction:\n"=0A= " - TA6\n"=0A= " A4:\n"=0A= " T6:\n"=0A= " ActivityEntityID: A5\n"=0A= " TransitionAction:\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA7\n"=0A= " A5: {}\n"=0A= " StartActivity: A1\n"=0A= " StartActivityDialog: AD1\n"=0A= " CreateTime: 2012-11-23 11:45:12\n"=0A= " EntityID: P1\n"=0A= " ID: 94\n"=0A= " Layout:\n"=0A= " A1:\n"=0A= " left: 172\n"=0A= " top: 63\n"=0A= " A2:\n"=0A= " left: 402\n"=0A= " top: 156\n"=0A= " A3:\n"=0A= " left: 649\n"=0A= " top: 255\n"=0A= " A4:\n"=0A= " left: 774\n"=0A= " top: 391\n"=0A= " A5:\n"=0A= " left: 194\n"=0A= " top: 410\n"=0A= " Name: Book ordering\n"=0A= " State: Active\n"=0A= " StateEntityID: S1\n"=0A= " TransitionActions:\n"=0A= " - TA1\n"=0A= " - TA2\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA8\n"=0A= " - TA5\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA8\n"=0A= " - TA6\n"=0A= " - TA3\n"=0A= " - TA4\n"=0A= " - TA7\n"=0A= " Transitions:\n"=0A= " - T1\n"=0A= " - T2\n"=0A= " - T3\n"=0A= " - T4\n"=0A= " - T5\n"=0A= " - T6\n"=0A= "TransitionActions:\n"=0A= " TA1:\n"=0A= " ChangeTime: 2012-11-23 16:01:37\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Queue: Superior\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet\n"=0A= " CreateTime: 2012-11-23 15:50:59\n"=0A= " EntityID: TA1\n"=0A= " ID: 61\n"=0A= " Name: Move the process ticket into the \"Superior\" queue\n"=0A= " TA2:\n"=0A= " ChangeTime: 2012-11-23 16:02:12\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Responsible: Superior\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet= \n"=0A= " CreateTime: 2012-11-23 15:58:22\n"=0A= " EntityID: TA2\n"=0A= " ID: 62\n"=0A= " Name: Change ticket responsible to \"Superior\"\n"=0A= " TA3:\n"=0A= " ChangeTime: 2012-11-24 14:27:02\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Queue: Employee\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet\n"=0A= " CreateTime: 2012-11-23 16:02:54\n"=0A= " EntityID: TA3\n"=0A= " ID: 63\n"=0A= " Name: Move the process ticket into the \"Employee\" queue\n"=0A= " TA4:\n"=0A= " ChangeTime: 2012-11-23 16:04:06\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Responsible: Employee\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet= \n"=0A= " CreateTime: 2012-11-23 16:04:06\n"=0A= " EntityID: TA4\n"=0A= " ID: 64\n"=0A= " Name: Change ticket responsible to \"Employee\"\n"=0A= " TA5:\n"=0A= " ChangeTime: 2012-12-06 02:18:34\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Queue: Purchasing\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet\n"=0A= " CreateTime: 2012-11-23 16:04:54\n"=0A= " EntityID: TA5\n"=0A= " ID: 65\n"=0A= " Name: Move process ticket into the \"Purchasing\" queue\n"=0A= " TA6:\n"=0A= " ChangeTime: 2012-12-06 02:18:48\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " Queue: Post office\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet\n"=0A= " CreateTime: 2012-11-23 16:06:20\n"=0A= " EntityID: TA6\n"=0A= " ID: 66\n"=0A= " Name: Move process ticket into the \"Post office\" queue\n"=0A= " TA7:\n"=0A= " ChangeTime: 2012-12-06 02:29:55\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " State: closed successful\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketStateSet\n"=0A= " CreateTime: 2012-12-06 02:29:27\n"=0A= " EntityID: TA7\n"=0A= " ID: 67\n"=0A= " Name: Close ticket successfully\n"=0A= " TA8:\n"=0A= " ChangeTime: 2012-12-06 02:31:12\n"=0A= " Config:\n"=0A= " Config:\n"=0A= " State: closed unsuccessful\n"=0A= " Module: = Kernel::System::ProcessManagement::TransitionAction::TicketStateSet\n"=0A= " CreateTime: 2012-12-06 02:31:12\n"=0A= " EntityID: TA8\n"=0A= " ID: 68\n"=0A= " Name: Close ticket unsuccessfully\n"=0A= "Transitions:\n"=0A= " T1:\n"=0A= " ChangeTime: 2012-11-23 15:12:20\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Approval\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:53:52\n"=0A= " EntityID: T1\n"=0A= " ID: 94\n"=0A= " Name: Approval\n"=0A= " T2:\n"=0A= " ChangeTime: 2012-11-23 15:12:50\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Approval denied\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:54:26\n"=0A= " EntityID: T2\n"=0A= " ID: 95\n"=0A= " Name: Approval denied\n"=0A= " T3:\n"=0A= " ChangeTime: 2012-11-23 15:13:29\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Approved\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:54:54\n"=0A= " EntityID: T3\n"=0A= " ID: 96\n"=0A= " Name: Approved\n"=0A= " T4:\n"=0A= " ChangeTime: 2012-11-23 15:14:08\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Order denied\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:55:25\n"=0A= " EntityID: T4\n"=0A= " ID: 97\n"=0A= " Name: Order denied\n"=0A= " T5:\n"=0A= " ChangeTime: 2012-11-23 18:30:33\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Order placed\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:56:15\n"=0A= " EntityID: T5\n"=0A= " ID: 98\n"=0A= " Name: Order placed\n"=0A= " T6:\n"=0A= " ChangeTime: 2012-11-23 15:15:30\n"=0A= " Config:\n"=0A= " Condition:\n"=0A= " 1:\n"=0A= " Fields:\n"=0A= " DynamicField_Status:\n"=0A= " Match: Shipment received\n"=0A= " Type: String\n"=0A= " Type: and\n"=0A= " ConditionLinking: and\n"=0A= " CreateTime: 2012-11-23 11:56:48\n"=0A= " EntityID: T6\n"=0A= " ID: 99\n"=0A= " Name: Shipment received\n"=0A= "\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/customization/process-management.xml:1845=0A= #, fuzzy=0A= msgid "Process configuration reference"=0A= msgstr "Refer=C3=AAncia de configura=C3=A7=C3=A3o do processo"=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1848=0A= #: en/content/customization/process-management.xml:3256=0A= #, fuzzy=0A= msgid "Process"=0A= msgstr "Processo"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:1850=0A= msgid ""=0A= "A Process models the path of a workflow/process. The waypoints on this = path "=0A= "can be Activities or Tranistions, we'll talk about these later."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1854=0A= #, fuzzy=0A= msgid "Process configuration"=0A= msgstr "Configura=C3=A7=C3=A3o do processo"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1856=0A= msgid ""=0A= "The Process configuration can be done in the file = <filename>Kernel/Config."=0A= "pm</filename> but it is strongly recommended to create new files like "=0A= "<filename>Kernel/Config/Files/MyProcess.pm</filename>. notice that the = GUI "=0A= "generates the file <filename>Kernel/Config/File/ZZZProcessManagement</"=0A= "filename> please avoid to use that filename, otherwise it will be "=0A= "overwritten when you sync processes. Let's see an example process "=0A= "configuration (from process cache file):"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:1866=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process'} =3D {\n"=0A= " 'P1' =3D> {\n"=0A= " Name =3D> 'Book order',\n"=0A= " CreateTime =3D> '16-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '17-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " State =3D> 'Active',\n"=0A= " StartActivity =3D> 'A1',\n"=0A= " StartActivityDialog =3D> 'AD1',\n"=0A= " Path =3D> {\n"=0A= " 'A1' =3D> {\n"=0A= " 'T1' =3D> {\n"=0A= " ActivityEntityID =3D> 'A2',\n"=0A= " },\n"=0A= " },\n"=0A= " 'A2' =3D> {\n"=0A= " 'T2' =3D> {\n"=0A= " ActivityEntityID =3D> 'A3',\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " 'P2' =3D> {\n"=0A= " Name =3D> 'IT order',\n"=0A= " CreateTime =3D> '26-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '27-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " State =3D> 'Active',\n"=0A= " StartActivity =3D> 'A2',\n"=0A= " StartActivityDialog =3D> 'AD2',\n"=0A= " Path =3D> {\n"=0A= " 'A2' =3D> {\n"=0A= " 'T3' =3D> {\n"=0A= " ActivityEntityID =3D> 'A4',\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " }\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <appendix><section><para><table><tgroup><thead><row><entry>=0A= #: en/content/customization/process-management.xml:1911=0A= #: en/content/customization/process-management.xml:2072=0A= #: en/content/customization/process-management.xml:2187=0A= #: en/content/customization/process-management.xml:2435=0A= #: en/content/customization/process-management.xml:2684=0A= #: en/content/administration/adminarea.xml:917=0A= #: en/content/administration/adminarea.xml:1378=0A= #: en/content/administration/dynamicfields-configuration.xml:159=0A= #: en/content/administration/dynamicfields-configuration.xml:1211=0A= #: en/content/additional-resources.xml:33=0A= #, fuzzy=0A= msgid "Name"=0A= msgstr "Nome"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1913=0A= msgid ""=0A= "The name of the process, this can be selected by the agent when = creating a "=0A= "new process ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1918=0A= #: en/content/customization/process-management.xml:2078=0A= #: en/content/customization/process-management.xml:2193=0A= #: en/content/customization/process-management.xml:2441=0A= msgid "CreateTime"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1920=0A= msgid "The time when the process was created."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1924=0A= #: en/content/customization/process-management.xml:2084=0A= #: en/content/customization/process-management.xml:2199=0A= #: en/content/customization/process-management.xml:2447=0A= msgid "CreateBy"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1926=0A= msgid "The UID of the user creating the process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1930=0A= #: en/content/customization/process-management.xml:2090=0A= #: en/content/customization/process-management.xml:2205=0A= #: en/content/customization/process-management.xml:2453=0A= msgid "ChangeTime"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1932=0A= msgid "The time when the process was changed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1936=0A= #: en/content/customization/process-management.xml:2096=0A= #: en/content/customization/process-management.xml:2211=0A= #: en/content/customization/process-management.xml:2459=0A= msgid "ChangeBy"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1938=0A= msgid "The UID of the user who made the last change to the process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1942=0A= #, fuzzy=0A= msgid "State"=0A= msgstr "Estado"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1944=0A= msgid "Defines the state of a process. Possible values:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1948=0A= msgid "'Active' are all processes which can be used in new process = tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1953=0A= msgid ""=0A= "'FadeAway' are processes which cannot be selected any more for new = tickets, "=0A= "but existing tickets still can use the process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/customization/process-management.xml:1959=0A= msgid ""=0A= "'Inactive' processes are deactivated and cannot be used for new or = existing "=0A= "tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1967=0A= msgid "StartActivity"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1969=0A= msgid ""=0A= "When creating a new process ticket, a StartActivity must be defined. As = soon "=0A= "as the ticket is created, this Activity will be set and used as the = base for "=0A= "the first transition checks."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1975=0A= msgid "StartActivityDialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1977=0A= msgid ""=0A= "For new process tickets, a StartActivityDialog must be defined. This = will be "=0A= "shown when creating a new process ticket (after the process was = selected). "=0A= "At this point, the ticket does not exist yet, it will be created after "=0A= "submitting the StartActivityDialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:1984=0A= msgid "Path"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:1986=0A= msgid ""=0A= "The Path contains the structure of the Activities, and the possible "=0A= "Transitions between them, for the current process. And also the = Transition "=0A= "Actions that happens when transitioning . This controls the way that a "=0A= "process ticket can take. Example:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:1993=0A= #, no-wrap=0A= msgid ""=0A= "'A1' =3D> {\n"=0A= " 'T1' =3D> {\n"=0A= " ActivityEntityID =3D> 'A2',\n"=0A= " },\n"=0A= " 'T2' =3D> {\n"=0A= " ActivityEntityID =3D> 'A3',\n"=0A= " },\n"=0A= " 'T3' =3D> {\n"=0A= " ActivityEntityID =3D> 'A4',\n"=0A= " TransitionAction =3D> ['TA1', 'TA2'],\n"=0A= " },\n"=0A= "},\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2008=0A= msgid ""=0A= "If a process ticket is in Activity 'A1', it has three possible ways to = get "=0A= "to another Activity. In the Transitions 'T1' to 'T3', conditions are "=0A= "defined, that a process ticket must fulfill to move (transit) to = another "=0A= "Activity."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2013=0A= msgid ""=0A= "If in this case all the values of the process ticket and its dynamic = fields "=0A= "that are needed for the Transition 'T2' are correct, the ticket will be = "=0A= "moved from Activity 'A1' to 'A3'. After an ActivityDialog is submitted, = or "=0A= "any other change is made to a ticket, it will be checked for possible "=0A= "Transitions from the current Activity. If multiple Transitions are = possible, "=0A= "the first one will be used (based on nummerical sorting of the "=0A= "TransitionIDs)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2021=0A= msgid ""=0A= "Additionally, it is possible to assign Transition Actions to = Transitions in "=0A= "the Path configuration. These are modules which are executed after a "=0A= "successful Transition. They have to be specified in array form as in = the "=0A= "example, we'll talk about the details later."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:2030=0A= msgid "Activity"=0A= msgstr "Atividade"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:2032=0A= msgid ""=0A= "An Activity contains one or more Activity Dialogs and models a 'step' = in the "=0A= "process. All Activity Dialogs of the current Activity are displayed in = the "=0A= "ticket zoom and can be used until the conditions of a Transition are "=0A= "fulfilled."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2037=0A= #, fuzzy=0A= msgid "Activity configuration"=0A= msgstr "Configura=C3=A7=C3=A3o de atividade"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2039=0A= msgid "Let's see an example activity configuration:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2043=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::Activity'} =3D\n"=0A= "{\n"=0A= " 'A1' =3D> {\n"=0A= " Name =3D> 'Activity 1 optional',\n"=0A= " CreateTime =3D> '16-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '17-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " ActivityDialog =3D> {\n"=0A= " 1 =3D> 'AD1',\n"=0A= " },\n"=0A= " },\n"=0A= " 'A2' =3D> {\n"=0A= " Name =3D> 'Activity 2 optional',\n"=0A= " CreateTime =3D> '16-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '17-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " ActivityDialog =3D> {\n"=0A= " 1 =3D> 'AD5',\n"=0A= " 2 =3D> 'AD6',\n"=0A= " 3 =3D> 'AD1',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2074=0A= #, fuzzy=0A= msgid "The name of the activity."=0A= msgstr "O nome da atividade."=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2080=0A= msgid "The time when it was created."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2086=0A= msgid "UID of the user who created the Activity."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2092=0A= msgid "The last time when it was changed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2098=0A= msgid "UID of the last user who changed the Activity."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:2102=0A= #: en/content/customization/process-management.xml:2113=0A= #, fuzzy=0A= msgid "ActivityDialog"=0A= msgstr "ActivityDialog"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2104=0A= msgid ""=0A= "Activity Dialog contains the list of Activity Dialogs which are = available in "=0A= "this Activity. All Activity Dialogs of the current Activity are = displayed in "=0A= "the ticket zoom. Their order is set by the order in the configuration, = here "=0A= "'AD5' is shown before 'AD6' and 'AD1'."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:2115=0A= msgid ""=0A= "An Activity Dialog is a particular screen and can be used in different "=0A= "Activities."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2118=0A= msgid "ActivityDialog configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2120=0A= msgid "Let's see an example config"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2124=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::ActivityDialog'} =3D {\n"=0A= " 'AD1' =3D> {\n"=0A= " Name =3D> 'ActivityDialog 1 optional',\n"=0A= " DescriptionShort =3D> 'Basic info',\n"=0A= " DescriptionLong =3D> 'Please insert the necessesary basic = information for IT orders',\n"=0A= " CreateTime =3D> '28-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '29-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " Fields =3D> {\n"=0A= " PriorityID =3D> {\n"=0A= " DescriptionShort =3D> 'Priority ID',\n"=0A= " DescriptionLong =3D> 'Enter the priority here',\n"=0A= " Display =3D> 2,\n"=0A= " },\n"=0A= " },\n"=0A= " FieldOrder =3D> [ 'PriorityID' ],\n"=0A= " SubmitAdviceText =3D> 'Note: If you submit the form...',\n"=0A= " SubmitButtonText =3D> 'Send request',\n"=0A= " },\n"=0A= " 'AD2' =3D> {\n"=0A= " Name =3D> 'ActivityDialog 2 optional',\n"=0A= " DescriptionShort =3D> 'Basic info',\n"=0A= " DescriptionLong =3D> 'Please insert the necessesary basic = information for Book orders',\n"=0A= " CreateTime =3D> '28-02-2012 13:37:00',\n"=0A= " CreateBy =3D> '1',\n"=0A= " ChangeTime =3D> '29-02-2012 13:37:00',\n"=0A= " ChangeBy =3D> '1',\n"=0A= " Fields =3D> {\n"=0A= " StateID =3D> {\n"=0A= " DescriptionShort =3D> 'State ID',\n"=0A= " DescriptionLong =3D> 'Enter the state here',\n"=0A= " Display =3D> 2,\n"=0A= " DefaultValue =3D> '2',\n"=0A= " },\n"=0A= " Queue =3D> {\n"=0A= " DescriptionShort =3D> 'Queue ID',\n"=0A= " DescriptionLong =3D> 'Enter the queue here',\n"=0A= " Display =3D> 2,\n"=0A= " DefaultValue =3D> 'Raw',\n"=0A= " },\n"=0A= " Title =3D> {\n"=0A= " DescriptionShort =3D> 'Title',\n"=0A= " DescriptionLong =3D> 'Enter the title here',\n"=0A= " Display =3D> 1,\n"=0A= " DefaultValue =3D> 'Default Title',\n"=0A= " },\n"=0A= " DynamicField_Anzahl =3D> {\n"=0A= " DescriptionShort =3D> 'Amount',\n"=0A= " DescriptionLong =3D> 'Enter the amount here',\n"=0A= " Display =3D> 2,\n"=0A= " DefaultValue =3D> '4',\n"=0A= " },\n"=0A= " },\n"=0A= " FieldOrder =3D> [ 'DynamicField_Anzahl', 'StateID', = 'Queue', 'Title' ],\n"=0A= " SubmitAdviceText =3D> 'Note: If you submit the form...',\n"=0A= " SubmitButtonText =3D> 'Send request',\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2189=0A= msgid "Name of the Activity Dialog."=0A= msgstr "O nome do Dialogo de Atividade."=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2195=0A= #: en/content/customization/process-management.xml:2443=0A= msgid "Time when it was created."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2201=0A= msgid "UID of the user who created this Activity Dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2207=0A= #: en/content/customization/process-management.xml:2455=0A= msgid "Last time when it was changed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2213=0A= msgid "UID of the last user who changed this Activity Dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2217=0A= #: en/content/customization/process-management.xml:2559=0A= #, fuzzy=0A= msgid "Fields"=0A= msgstr "Campos"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2219=0A= msgid ""=0A= "Contains all fields which can be displayed in this Activity Dialog. = The "=0A= "following fields can currently be used:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2224=0A= #, no-wrap=0A= msgid ""=0A= " Title\n"=0A= " State\n"=0A= " StateID\n"=0A= " Priority\n"=0A= " PriorityID\n"=0A= " Lock\n"=0A= " LockID\n"=0A= " Queue\n"=0A= " QueueID\n"=0A= " Customer\n"=0A= " CustomerID\n"=0A= " CustomerNo\n"=0A= " CustomerUserID\n"=0A= " Owner\n"=0A= " OwnerID\n"=0A= " Type\n"=0A= " TypeID\n"=0A= " SLA\n"=0A= " SLAID\n"=0A= " Service\n"=0A= " ServiceID\n"=0A= " Responsible\n"=0A= " ResponsibleID\n"=0A= " PendingTime\n"=0A= " DynamicField_$FieldName # for all dynamic fields\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2252=0A= msgid "Example of a single field configuration:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2256=0A= #, no-wrap=0A= msgid ""=0A= "StateID =3D> {\n"=0A= " DescriptionShort =3D> 'State ID',\n"=0A= " DescriptionLong =3D> 'Enter the state here',\n"=0A= " Display =3D> 2,\n"=0A= " DefaultValue =3D> '2',\n"=0A= "},\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2271=0A= #, no-wrap=0A= msgid ""=0A= "Article =3D> {\n"=0A= " DescriptionShort =3D> 'Please insert your comment here.',\n"=0A= " DescriptionLong =3D> '',\n"=0A= " Display =3D> 1,\n"=0A= " Config =3D> {\n"=0A= " ArticleType =3D> 'note-internal',\n"=0A= " LabelSubject =3D> '',\n"=0A= " LabelBody =3D> '',\n"=0A= " },\n"=0A= "},\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2265=0A= msgid ""=0A= "The field \"Article\" is a special case. If it is present in a = \"Fields\" "=0A= "configuration, the Activity Dialog will contain a complete Richtext = editor "=0A= "with subject field and attachment handling. The entered text will then = be "=0A= "added to the ticket as an article and sent by email. Let's see an = example "=0A= "Article field configuration: <placeholder type=3D\"screen\" = id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2284=0A= msgid "Let's look at the field configuration options:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2287=0A= msgid "DescriptionShort"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2289=0A= msgid "Optional short description that is shown with the field title."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2293=0A= msgid "DescriptionLong"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2295=0A= msgid ""=0A= "Optional longer field description that is shown then the mouse is over = the "=0A= "field, for example advice on how to fill out the field."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2300=0A= msgid "Display"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2302=0A= msgid "Controls if the field is shown and/or mandatory. Possible = values:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2307=0A= msgid ""=0A= "'0': field is invisible. This can be helpful if field values should "=0A= "automatically be set. The configured DefaultValue will be stored in = this "=0A= "case."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2314=0A= msgid "'1': field is visible, but optional."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para><screen>=0A= #: en/content/customization/process-management.xml:2322=0A= #, no-wrap=0A= msgid ""=0A= " QueueID\n"=0A= " Queue\n"=0A= " State\n"=0A= " StateID\n"=0A= " Lock\n"=0A= " LockID\n"=0A= " Priority\n"=0A= " PriorityID\n"=0A= " Type\n"=0A= " TypeID\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2319=0A= msgid ""=0A= "'2': field is visible and mandatory. The following fields can only be "=0A= "invisible or mandatory: <placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2338=0A= msgid ""=0A= "If fields are configured as optional, and no value is submitted by the = user, "=0A= "the Default Value will be saved when the Activity Dialog is submitted = by the "=0A= "user."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2344=0A= msgid "DefaultValue"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2346=0A= msgid ""=0A= "For fields with 'ID' (like QueueID, OwnerID), this refers to the = database ID "=0A= "of the value. For other fields without 'ID' (like Queue, Owner), the "=0A= "DefaultValue must contain the value itself. Example:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2352=0A= #, no-wrap=0A= msgid ""=0A= "Queue =3D> {\n"=0A= " DescriptionShort =3D> 'Queue',\n"=0A= " DescriptionLong =3D> 'Enter the queue here',\n"=0A= " Display =3D> 2,\n"=0A= " DefaultValue =3D> 'Raw',\n"=0A= "},\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2363=0A= msgid "FieldOrder"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2365=0A= msgid ""=0A= "Here the display order of the fields is configured. IMPORTANT: = Invisible "=0A= "fields also must be configured here, because only configured fields = will be "=0A= "considered when saving. Fields which are not configured will not be = saved."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2371=0A= msgid "SubmitAdviceText"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2373=0A= msgid ""=0A= "Optional text to be shown right above the submit button for additional = help "=0A= "or advice text."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2378=0A= msgid "SubmitButtonText"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2380=0A= msgid "Optional custom text for the submit button."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/customization/process-management.xml:2386=0A= #, fuzzy=0A= msgid "Transition"=0A= msgstr "Transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:2388=0A= msgid ""=0A= "A Transition decides - based on configurable conditions - which path in = the "=0A= "Process is taken, i. e. to which Activity a Process ticket can be = moved."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2392=0A= #, fuzzy=0A= msgid "Transition configuration"=0A= msgstr "Configura=C3=A7=C3=A3o de transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2394=0A= msgid "Let's see an example:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2398=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::Transition'} =3D {\n"=0A= " 'T1' =3D> {\n"=0A= " Name =3D> 'Transition 1',\n"=0A= " CreateTime =3D> '14-03-2012 13:37:00', # optional\n"=0A= " CreateBy =3D> '1', # optional\n"=0A= " ChangeTime =3D> '15-03-2012 13:37:00', # optional\n"=0A= " ChangeBy =3D> '15-03-2012 13:37:00', # optional\n"=0A= " Condition =3D> {\n"=0A= " Cond1 =3D> {\n"=0A= " Fields =3D> {\n"=0A= " StateID =3D> {\n"=0A= " Type =3D> 'String',\n"=0A= " Match =3D> '1',\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= " 'T2' =3D> {\n"=0A= " Name =3D> 'Transition 2 optional',\n"=0A= " CreateTime =3D> 'DATE', # optional\n"=0A= " CreateBy =3D> 'USERID', # optional\n"=0A= " ChangeTime =3D> 'DATE', # optional\n"=0A= " ChangeBy =3D> 'USERID', # optional\n"=0A= " Condition =3D> {\n"=0A= " Cond1 =3D> {\n"=0A= " Queue =3D> 'Raw',\n"=0A= " DynamicField_Farbe =3D> '2',\n"=0A= " DynamicField_Anzahl =3D> '1',\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2437=0A= #, fuzzy=0A= msgid "Name of the transition."=0A= msgstr "O nome da transi=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2449=0A= msgid "UID of the user who created this Transition."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2461=0A= msgid "UID of the last user who changed this Transition."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2465=0A= #, fuzzy=0A= msgid "Condition"=0A= msgstr "Condi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2467=0A= msgid ""=0A= "Contains all conditions that are neccessary for this Transition to take = "=0A= "effect. Example:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2472=0A= #, no-wrap=0A= msgid ""=0A= "Condition =3D> {\n"=0A= " Type =3D> 'and',\n"=0A= " Cond1 =3D> {\n"=0A= " Type =3D> 'and',\n"=0A= " Fields =3D> {\n"=0A= " StateID =3D> {\n"=0A= " Type =3D> 'String',\n"=0A= " Match =3D> '1',\n"=0A= " },\n"=0A= " DynamicField_Marke =3D> {\n"=0A= " Type =3D> 'String',\n"=0A= " Match =3D> 'VW',\n"=0A= " },\n"=0A= " },\n"=0A= " Cond2 =3D> {\n"=0A= " Type =3D> 'and',\n"=0A= " Fields =3D> {\n"=0A= " Queue =3D> {\n"=0A= " Type =3D> 'String',\n"=0A= " Match =3D> 'Raw',\n"=0A= " },\n"=0A= " },\n"=0A= " },\n"=0A= "},\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2499=0A= msgid "Let's look at the condition configuration in detail."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2502=0A= #, fuzzy=0A= msgid "Type (Condition)"=0A= msgstr "Tipo (Condi=C3=A7=C3=A3o)"=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2504=0A= msgid ""=0A= "Specifies the way the different condition elements are connected to = each "=0A= "other. Possible values:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2509=0A= msgid ""=0A= "'and': This is the default. All conditions must be met for the = transition to "=0A= "take effect."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2515=0A= msgid "'or': At least one condition must match."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2520=0A= msgid "'xor': Exactly one condition must match, not more."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2527=0A= msgid "Cond1"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2529=0A= msgid ""=0A= "This is the name of an example condition. It can be freely chosen. "=0A= "Conditions are evaluated in sorted order."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2534=0A= #, fuzzy=0A= msgid "Type (Cond)"=0A= msgstr "Tipo(Cond)"=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2536=0A= msgid ""=0A= "Specifies the way how the individual field tests of this condition are "=0A= "connected to each other. Possible values:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2541=0A= msgid ""=0A= "'and': This is the default. All field tests must match for this = condition to "=0A= "match."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2547=0A= msgid "'or': At least one field test must match."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2552=0A= msgid "'xor': Exactly one field test must match, not more."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2564=0A= #, no-wrap=0A= msgid ""=0A= "Fields =3D> {\n"=0A= " StateID =3D> {\n"=0A= " Type =3D> 'String',\n"=0A= " Match =3D> '1',\n"=0A= " },\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2561=0A= msgid ""=0A= "Specifies the particular fields whose values should be tested. From our = "=0A= "example: <placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2573=0A= msgid "StateID"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2577=0A= #, no-wrap=0A= msgid ""=0A= " Title\n"=0A= " State\n"=0A= " StateID\n"=0A= " Priority\n"=0A= " PriorityID\n"=0A= " Lock\n"=0A= " LockID\n"=0A= " Queue\n"=0A= " QueueID\n"=0A= " Customer\n"=0A= " CustomerID\n"=0A= " CustomerNo\n"=0A= " CustomerUserID\n"=0A= " Owner\n"=0A= " OwnerID\n"=0A= " Type\n"=0A= " TypeID\n"=0A= " SLA\n"=0A= " SLAID\n"=0A= " Service\n"=0A= " ServiceID\n"=0A= " Responsible\n"=0A= " ResponsibleID\n"=0A= " PendingTime\n"=0A= " DynamicField_$FieldName # for all DynamicFields\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2575=0A= msgid ""=0A= "Example of a field name. The following ticket fields can be used: "=0A= "<placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2605=0A= msgid ""=0A= "When testing a field with 'ID' (like SLAID), the database ID of the = field "=0A= "will be used for testing, for other fields (like SLA) the actual value = is "=0A= "used for testing."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2613=0A= msgid "Determines the kind of field testing. Possible values:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2618=0A= msgid ""=0A= "'String': Compares the field value with the string specified in = 'Match'. "=0A= "Matches if they are exactly the same."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2624=0A= msgid ""=0A= "'Hash': Compares the field value (hash) with the hash specified in = 'Match'. "=0A= "All hash values must be the same."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2630=0A= msgid ""=0A= "'Array': Compares the field value (array) with the array specified in "=0A= "'Match'. Both lists must be the same."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2636=0A= msgid ""=0A= "'Regex': The field value can be tested with a regular expression. It is = "=0A= "important that 'Match' contains <emphasis>qr{}xms</emphasis> as a base "=0A= "condition. Between the braces the actual regular expression can be = noted."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><para><itemizedlist><listite= m><para>=0A= #: en/content/customization/process-management.xml:2644=0A= msgid ""=0A= "'Module': Allows you to use a perl module for condition checking. If it = "=0A= "returns 1, the check was positive. You can find an example module in "=0A= "<filename>Kernel/System/ProcessManagement/TransitionValidation/ValidateD= emo."=0A= "pm</filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:2659=0A= msgid ""=0A= "Transition Actinons are actions which can be triggered after = successfully "=0A= "applied transitions (when a process ticket moves from one activity to "=0A= "another). These Transition Actions can be used to perform different = changes "=0A= "on the ticket, e. g. change the Queue or the Owner of the ticket, and = you "=0A= "can also create your own Transition Actions to perform other complex = changes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2666=0A= msgid "Transition Action configuration"=0A= msgstr "Configuracao da A=C3=A7=C3=A3o de Transi=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2670=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Queue Move',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',\n"=0A= " Config =3D> {\n"=0A= " Queue =3D> 'Junk',\n"=0A= " UserID =3D> 123,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2668=0A= msgid "Let's see an example: <placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2686=0A= msgid "The name of the Transition Action."=0A= msgstr "O nome da A=C3=A7=C3=A3o de Transi=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2690=0A= #, fuzzy=0A= msgid "Module"=0A= msgstr "Modulo"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2692=0A= msgid "Specifies the Perl module to be used."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2696=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:265=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:457=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:822=0A= msgid "Config"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2698=0A= msgid ""=0A= "This parameter contains all settings which are required for the module. = Its "=0A= "content depends on the particular Transition Action module which is = used. "=0A= "Please see the documentation of the individual modules for details. In = our "=0A= "example, only the Queue must be specified, Nevertheless we are also = sending "=0A= "UserID parameter, by using the UserID parameter, the transition action = will "=0A= "be executed impersonating the user with the given UserID."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2706=0A= msgid ""=0A= "The use of UserID inside the \"Config\" parameter of a Transition = Action is "=0A= "accepted by all Transition Actions (since OTRS 3.2.4), in this example = it "=0A= "could be particularly important if the user that triggers the = Transition "=0A= "does not have permissions to move the ticket to the queue 'Junk', while = the "=0A= "user with the UserID 123 might have."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2714=0A= msgid "Reusing Transition Action modules"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:2719=0A= #, no-wrap=0A= msgid ""=0A= " $Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Queue Move Junk',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',\n"=0A= " Config =3D> {\n"=0A= " Queue =3D> 'Junk',\n"=0A= " },\n"=0A= " },\n"=0A= " 'TA2' =3D> {\n"=0A= " Name =3D> 'Queue Move Raw',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',\n"=0A= " Config =3D> {\n"=0A= " Queue =3D> 'Raw',\n"=0A= " },\n"=0A= " },\n"=0A= " };\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2716=0A= msgid ""=0A= "To use Transition Action modules multiple times, just specify several "=0A= "TransitionActions in your configuration. Example: <placeholder = type=3D\"screen"=0A= "\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2738=0A= msgid ""=0A= "Here the same module is used to move a process ticket into the 'Raw' = queue, "=0A= "and another time to move it into the junk queue. The Transition Action = which "=0A= "must be used for a particular Transition is determined from the 'Path' "=0A= "setting of the Process configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:2745=0A= #, fuzzy=0A= msgid "Available Transition Actions"=0A= msgstr "A=C3=A7=C3=B5es de Transi=C3=A7=C3=A3o Dispon=C3=ADveis"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2747=0A= msgid ""=0A= "OTRS comes with several Transition Actions that can be used in your "=0A= "processes. Here you can find their documentation and how they need to = be "=0A= "configured."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2754=0A= msgid "Sets one or more dynamic fields at a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2757=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set DynamicField Master to Master and Approved to = 1',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet',\n= "=0A= " Config =3D> {\n"=0A= " MasterSlave =3D> 'Master',\n"=0A= " Approved =3D> '1',\n"=0A= "\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2772=0A= #: en/content/customization/process-management.xml:2912=0A= #: en/content/customization/process-management.xml:2943=0A= #: en/content/customization/process-management.xml:2974=0A= #: en/content/customization/process-management.xml:3005=0A= #: en/content/customization/process-management.xml:3036=0A= #: en/content/customization/process-management.xml:3070=0A= #: en/content/customization/process-management.xml:3105=0A= #: en/content/customization/process-management.xml:3138=0A= #: en/content/customization/process-management.xml:3173=0A= #: en/content/customization/process-management.xml:3201=0A= msgid "'Name' specifies the name of the configured TransitionAction."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2775=0A= msgid ""=0A= "'MasterSlave' and 'Approved' are given as examples of DynamicField = names. "=0A= "The values of the fields ('Master' and '1') will be set by this "=0A= "TransitionAction."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2784=0A= msgid ""=0A= "Creates an article and can be used to create notes or email replies. = Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2787=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Article Create Note Internal',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate= ',\n"=0A= " Config =3D> {\n"=0A= " ArticleType =3D> 'note-internal', = # note-external|phone|fax|sms|...\n"=0A= " = # excluding any email type\n"=0A= " SenderType =3D> 'agent', = # agent|system|customer\n"=0A= " ContentType =3D> 'text/plain; charset=3DISO-8859-15', = # or optional Charset & MimeType\n"=0A= " Subject =3D> 'some short description', = # required\n"=0A= " Body =3D> 'the message text', = # required\n"=0A= " HistoryType =3D> 'OwnerUpdate', = # = EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...\n"=0A= " HistoryComment =3D> 'Some free text!',\n"=0A= " From =3D> 'Some Agent <[email protected]>', = # not required but useful\n"=0A= " To =3D> 'Some Customer A = <[email protected]>', # not required but useful\n"=0A= " Cc =3D> 'Some Customer B = <[email protected]>', # not required but useful\n"=0A= " ReplyTo =3D> 'Some Customer B = <[email protected]>', # not required\n"=0A= " InReplyTo =3D> '<[email protected]>', = # not required but useful\n"=0A= " References =3D> '<[email protected]> = <[email protected]>', # not required but useful\n"=0A= " NoAgentNotify =3D> 0, = # if you don't want to send agent notifications\n"=0A= " AutoResponseType =3D> 'auto reply', = # auto reject|auto follow up|auto reply/new = ticket|auto remove\n"=0A= "\n"=0A= " ForceNotificationToUserID =3D> [ 1, 43, 56 ], = # if you want to force somebody\n"=0A= " ExcludeNotificationToUserID =3D> [ 43, 56 ],\n"=0A= " # if you want full exclude somebody from = notfications,\n"=0A= " # will also be removed in To: line of article,\n"=0A= " # higher prio as ForceNotificationToUserID\n"=0A= " ExcludeMuteNotificationToUserID =3D> [ 43, 56 ],\n"=0A= " # the same as ExcludeNotificationToUserID but only = the\n"=0A= " # sending gets muted, agent will still shown in To:\n"=0A= " # line of article\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2825=0A= msgid ""=0A= "'Name' specifies the name of the configured TransitionAction. It can be = "=0A= "freely chosen, but should reflect the purpose of the configured action."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2829=0A= msgid ""=0A= "'ArticleType' defines the type of the article to be created. Possible "=0A= "values: phone, fax, sms, webrequest, note-internal, note-external and = note-"=0A= "report."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2834=0A= msgid ""=0A= "SenderType defines the sender type of the article. Possible values: = agent, "=0A= "system, customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2838=0A= msgid ""=0A= "'ContentType' defines the content type of the article. Possible values: = "=0A= "'text/plain; charset=3DISO-8859-15' or any other valid charset and mime = type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2842=0A= msgid "'Subject' defines the article title. Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2845=0A= msgid "'Body' defines the article content. Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2848=0A= msgid ""=0A= "HistoryType defines the type of the history entry. Possible values: = AddNote, "=0A= "ArchiveFlagUpdate, Bounce, CustomerUpdate, EmailAgent, EmailCustomer, "=0A= "EscalationResponseTimeNotifyBefore, EscalationResponseTimeStart, "=0A= "EscalationResponseTimeStop, EscalationSolutionTimeNotifyBefore, "=0A= "EscalationSolutionTimeStart, EscalationSolutionTimeStop, "=0A= "EscalationUpdateTimeNotifyBefore, EscalationUpdateTimeStart, "=0A= "EscalationUpdateTimeStop, FollowUp, Forward, Lock, LoopProtection, = Merged, "=0A= "Misc, Move, NewTicket, OwnerUpdate, PhoneCallAgent, PhoneCallCustomer, "=0A= "PriorityUpdate, Remove, ResponsibleUpdate, SendAgentNotification, "=0A= "SendAnswer, SendAutoFollowUp, SendAutoReject, SendAutoReply, "=0A= "SendCustomerNotification, ServiceUpdate, SetPendingTime, SLAUpdate, "=0A= "StateUpdate, Subscribe, SystemRequest, TicketDynamicFieldUpdate, "=0A= "TicketLinkAdd, TicketLinkDelete, TimeAccounting, TypeUpdate, Unlock, "=0A= "Unsubscribe, WebRequestCustomer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2864=0A= msgid "'HistoryComment' defines the content of the history entry."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2867=0A= msgid ""=0A= "'From', 'To', 'Cc' and 'ReplyTo' take email addresses in the notation "=0A= "specified above."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2871=0A= msgid "'InReplyTo' and 'References' take email message IDs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2874=0A= msgid ""=0A= "'NoAgentNotify' - if set to 1, the email notification of the Agent will = not "=0A= "be sent."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2878=0A= msgid ""=0A= "'AutoResponseType' can take the following values: auto follow up, auto "=0A= "reject, auto remove, auto reply, auto reply/new ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2882=0A= msgid ""=0A= "'ForceNotificationToUserID', 'ExcludeNotificationToUserID', "=0A= "'ExcludeMuteNotificationToUserID' can take a list of UserIDs that are = either "=0A= "always notified, not notified or listed as notified but not actually = sent a "=0A= "notification email."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2891=0A= msgid "Sets the customer of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2894=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Customer Set Customer to test',\n"=0A= " Module =3D> = 'Kernel::System::Process::TransitionAction::TicketCustomerSet',\n"=0A= " Config =3D> {\n"=0A= " No =3D> 'test',\n"=0A= " User =3D> 'client-user-123',\n"=0A= " # or in other words\n"=0A= " # CustomerID =3D> 'client123',\n"=0A= " # CustomerUserID =3D> 'client-user-123',\n"=0A= "\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2915=0A= msgid "No or CustomerID set the Customer ID of the customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2918=0A= msgid "User or CustomerUserID set the Username of the customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2925=0A= msgid "Changes the lock of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2928=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set Lock to lock',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketLockSet',\n"=0A= " Config =3D> {\n"=0A= " Lock =3D> 'lock',\n"=0A= " # or\n"=0A= " LockID =3D> 2,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2946=0A= msgid "'Lock' defines the new lock of the process ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2949=0A= msgid "'LockID' defines the internal ID of the new lock."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2956=0A= msgid "Changes the owner of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2959=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Owner Set root@localhost',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet',\n"=0A= " Config =3D> {\n"=0A= " Owner =3D> 'root@localhost',\n"=0A= " # or\n"=0A= " OwnerID =3D> 1,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2977=0A= msgid "'Owner' specifies the login name of the new owner."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2980=0A= msgid "'OwnerID' specifies the internal ID of the new owner."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:2987=0A= msgid "Moves the ticket into a target queue. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:2990=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Queue Move Raw',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',\n"=0A= " Config =3D> {\n"=0A= " Queue =3D> 'Raw',\n"=0A= " # or\n"=0A= " # QueueID =3D> '2',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3008=0A= msgid "'Queue' specifies the name of the target queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3011=0A= msgid "'QueueID' specifies the internal ID of the target queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3018=0A= msgid "Changes the responsible of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3021=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Responsible Set root@localhost',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSe= t',\n"=0A= " Config =3D> {\n"=0A= " Responsible =3D> 'root@localhost',\n"=0A= " # or\n"=0A= " ResponsibleID =3D> 1,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3039=0A= msgid "'Responsible' specifies the login name of the new responsible."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3042=0A= msgid "'ResponsibleID' specifies the internal ID of the new responsible."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3049=0A= msgid ""=0A= "Assigns a service to a process ticket. The ticket requires to have a "=0A= "customer and the service must be assigned to that customer. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3055=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set MyService service',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketServiceSet',\= n"=0A= " Config =3D> {\n"=0A= " Service =3D> 'MyService',\n"=0A= " # or\n"=0A= " ServiceID =3D> 123,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3073=0A= msgid ""=0A= "'Service' defines the new service of the process ticket. The full name = is "=0A= "required (e.g. GramdFatherService::FatherService::SonService )."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3077=0A= msgid "'ServiceID' defines the internal ID of the new service."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3084=0A= msgid ""=0A= "Assigns a service level agreement to a process ticket. The ticket = requires "=0A= "to have a service and the SLA must be assigned to that service. = Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3090=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set MySLA SLA',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketSLASet',\n"=0A= " Config =3D> {\n"=0A= " SLA =3D> 'MyService',\n"=0A= " # or\n"=0A= " SLAID =3D> 123,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3108=0A= msgid "'SLA' defines the new service level agreement of the process = ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3111=0A= msgid "'SLAID' defines the internal ID of the new SLA."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3118=0A= msgid "Changes the state of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3121=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set State to open',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketStateSet',\n"=0A= " Config =3D> {\n"=0A= " State =3D> 'open',\n"=0A= " # or\n"=0A= " StateID =3D> 4,\n"=0A= "\n"=0A= " PendingTimeDiff =3D> 123,\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3141=0A= msgid "'State' defines the new state of the process ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3144=0A= msgid "'StateID' defines the internal ID of the new state."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3147=0A= msgid ""=0A= "'PendingTimeDiff' used only for pending type states, defines the time "=0A= "difference in seconds relative (relative to the Transition Action = execution "=0A= "time) to set ticket pending time (e.g. 3600 means that the pending time = is "=0A= "1hr after the Transition Action is executed)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3157=0A= msgid "Sets the ticket title of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3160=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set Ticket Title to Ticket-title',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketTitleSet',\n"=0A= " Config =3D> {\n"=0A= " Title =3D> 'Ticket-title',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3176=0A= #, fuzzy=0A= msgid "'Title' specifies the new title of the ticket."=0A= msgstr "'Titulo' especifica o novo t=C3=ADtulo do t=C3=ADquete."=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3183=0A= msgid "Sets the ticket type of a process ticket. Example:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: en/content/customization/process-management.xml:3186=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{'Process::TransitionAction'} =3D {\n"=0A= " 'TA1' =3D> {\n"=0A= " Name =3D> 'Set Ticket Type to default',\n"=0A= " Module =3D> = 'Kernel::System::ProcessManagement::TransitionAction::TicketTypeSet',\n"=0A= " Config =3D> {\n"=0A= " Type =3D> 'default',\n"=0A= " # or\n"=0A= " # TypeID =3D> '1',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3204=0A= #, fuzzy=0A= msgid "'Type' specifies the name of the ticket type."=0A= msgstr "'Tipo' especifica o nome do tipo do t=C3=ADquete."=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3207=0A= msgid "'TypeID' specifies the internal ID of the ticket type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/customization/process-management.xml:3214=0A= #: en/content/customization/acl.xml:5=0A= msgid "Access Control Lists (ACLs)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/process-management.xml:3216=0A= msgid ""=0A= "With the help of ACLs, you can limit selectable values in process = tickets. "=0A= "Please also see the <link linkend=3D\"acl-reference\">ACL = reference</link> for "=0A= "a description of the full ticket ACL syntax."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3221=0A= #, fuzzy=0A= msgid "ACL configuration"=0A= msgstr "Configura=C3=A7=C3=A3o da ACL"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3223=0A= msgid ""=0A= "ACLs can only be defined in <filename>Kernel/Config.pm</filename>. = Example:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:3227=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{TicketAcl}->{'001-ACL-ProcessProperties'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Process =3D> {\n"=0A= " ProcessEntityID =3D> ['P1'],\n"=0A= " ActivityEntityID =3D> ['A1'],\n"=0A= " ActivityDialogEntityID =3D> ['AD1'],\n"=0A= " }\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " ActivityDialog =3D> ['AD1', 'AD3'],\n"=0A= " },\n"=0A= " PossibleNot =3D> {\n"=0A= " ActivityDialog =3D> ['AD3'],\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3246=0A= msgid "001-ACL-ProcessProperties"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3248=0A= msgid ""=0A= "Name of the ACL rule. For further information on ACL rules in general, "=0A= "please consult: <ulink = url=3D\"http://doc.otrs.org/3.2/en/html/customization."=0A= "html#acl\"> the manual </ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3258=0A= msgid ""=0A= "This is the section that is used to check if an ACL must be applied. If = it "=0A= "has the specified values, the rule is applied. The following values can = be "=0A= "used:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3262=0A= msgid "ProcessEntityID"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3264=0A= msgid ""=0A= "The ID of a process that the process. Matches if the ticket is assigned = to "=0A= "this process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3269=0A= msgid "ActivityEntityID"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3271=0A= msgid ""=0A= "The ID of the Activity that the process ticket currently is assigned = to."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3275=0A= msgid "ActivityDialogEntityID"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3277=0A= msgid ""=0A= "The ID of the Activity Dialog that is currently open for a process = ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/customization/process-management.xml:3282=0A= msgid "Possible/PossibleNot Activity Dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3284=0A= msgid ""=0A= "Here you can specify a list of Activity Dialog IDs. This list will = limit the "=0A= "possible Activity Dialogs that are offered to the user in the ticket = zoom "=0A= "mask."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3288=0A= msgid ""=0A= "'Possible' lists the Activity Dialogs that are allowed. The setting = above "=0A= "will only allow 'AD1' and 'AD3' of the list of configured Activity = Dialogs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3292=0A= msgid ""=0A= "'PossibleNot' lists the Activity Dialogs that are not allowed. In the "=0A= "example above, the setting will remove 'AD3' from the list of = configured "=0A= "Activity Dialogs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3297=0A= msgid ""=0A= "If both 'Possible' and 'PossibleNot' are specified, the list of = configured "=0A= "Activity Dialogs will first be filtered by 'Possible', leaving only = 'AD1' "=0A= "and 'AD3' in our example. Then 'PossibleNot' will be applied and filter = out "=0A= "'AD3', so that only 'AD1' remains and is shown as a possible Activity = Dialog "=0A= "that the user can use."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3304=0A= msgid ""=0A= "If multiple ACL rules match, the intersection of all matching rules = will be "=0A= "calculated to determine the possible Activity Dialogs. Example:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/customization/process-management.xml:3310=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{TicketAcl}->{'001-ACL-Status'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " Status =3D> 'new',\n"=0A= " }\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " ActivityDialog =3D> ['AD1', 'AD2', 'AD3', 'AD6', 'AD7'],\n"=0A= " },\n"=0A= "};\n"=0A= "$Self->{TicketAcl}->{'002-ACL-Queue'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Raw']\n"=0A= " }\n"=0A= " },\n"=0A= " Possible =3D> {\n"=0A= " ActivityDialog =3D> ['AD2', 'AD3', 'AD4', 'AD7'],\n"=0A= " },\n"=0A= "};\n"=0A= "$Self->{TicketAcl}->{'003-ACL-Priority'} =3D {\n"=0A= " Properties =3D> {\n"=0A= " Ticket =3D> {\n"=0A= " Priority =3D> ['3 normal']\n"=0A= " }\n"=0A= " },\n"=0A= " PossibleNot =3D> {\n"=0A= " ActivityDialog =3D> ['AD3', 'AD4'],\n"=0A= " },\n"=0A= "};\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3308=0A= msgid ""=0A= "Configured Activity Dialogs: 'AD1', 'AD2', 'AD3', 'AD4', 'AD5', 'AD6', "=0A= "'AD7'. <placeholder type=3D\"screen\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3343=0A= msgid ""=0A= "If a process ticket has the state 'new', is in the 'Raw' queue and has = a "=0A= "priority '3 normal', then all three ACL rules will match."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3347=0A= msgid ""=0A= "The first rule reduces the Activity Dialogs from 'AD1', 'AD2', 'AD3', = 'AD4', "=0A= "'AD5', 'AD6', 'AD7' to 'AD1', 'AD2', 'AD3', 'AD6', 'AD7' and forbids = 'AD4' "=0A= "and 'AD5'."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3352=0A= msgid ""=0A= "The second rule will now further reduce the remaining Activity Dialogs. = In "=0A= "our example, 'AD2', 'AD3', 'AD7' will remain."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/customization/process-management.xml:3356=0A= msgid ""=0A= "Now the third rule will further reduce the list by 'PossibleNot'. = 'AD3' is "=0A= "removed from the list. 'AD4' is not removed, since it was not on the = list in "=0A= "the first place. At the end, 'AD2' and 'AD7' remain as possible = Activity "=0A= "Dialogs that the user can utilize."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/customization/language-translation.xml:6=0A= #, fuzzy=0A= msgid "Localization of the OTRS frontend"=0A= msgstr "Localiza=C3=A7=C3=A3o da interface do OTRS"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/language-translation.xml:9=0A= msgid "OTRS offers multi-language support for its web interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/language-translation.xml:13=0A= msgid ""=0A= "Procedures for localization for the OTRS framework, steps to be = followed to "=0A= "create a new language translation, as well as procedures for = translation "=0A= "customizations, can be found in the <ulink url=3D\"http://doc.otrs.org/"=0A= "developer/3.1/en/html/contributing.html#translate\">\"Language = Translations"=0A= "\"</ulink> chapter from the developer manual on <ulink = url=3D\"http://doc.otrs."=0A= "org\">http://doc.otrs.org</ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/customization/themes.xml:6=0A= msgid "Creating your own themes"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/themes.xml:9=0A= msgid ""=0A= "You can create your own themes so as to use the layout you like in the = OTRS "=0A= "web frontend. To create own themes, you should customize the output "=0A= "templates to your needs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/themes.xml:13=0A= msgid ""=0A= "More information on the syntax and structure of output templates can be = "=0A= "found in the Developer Manual at <ulink url=3D\"http://doc.otrs.org"=0A= "\"><citetitle>http://doc.otrs.org</citetitle></ulink>, especialy in the = "=0A= "chapter on <ulink = url=3D\"http://doc.otrs.org/developer/3.1/en/html/hacking."=0A= "html#TemplatingMechanism\"><citetitle>templates</citetitle></ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/themes.xml:18=0A= msgid ""=0A= "As an example, perform the following steps to create a new theme called = "=0A= "\"Company\":"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/customization/themes.xml:25=0A= msgid ""=0A= "Create a directory called = <filename>Kernel/Output/HTML/Company</filename> "=0A= "and copy all files that you like to change, from = <filename>Kernel/Output/"=0A= "HTML/Standard</filename> into the new folder."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><para><orderedlist><listitem><important><para>=0A= #: en/content/customization/themes.xml:28=0A= msgid ""=0A= "Only copy over the files you actually change. OTRS will automatically = get "=0A= "the missing files from the Standard theme. This will make upgrading at = a "=0A= "later stage much easier."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/customization/themes.xml:33=0A= msgid ""=0A= "Customize the files in the directory = <filename>Kernel/Output/HTML/Company</"=0A= "filename>, and change the layout to your needs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/customization/themes.xml:38=0A= msgid ""=0A= "To activate the new theme, add them in SysConfig under <link linkend=3D"=0A= "\"Framework:Core::Web:Frontend::Themes\">Frontend::Themes</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/themes.xml:22=0A= #: en/content/administration/email/pgp.xml:13=0A= #: en/content/administration/email/smime.xml:41=0A= #: en/content/administration/stats.xml:361=0A= #: en/content/administration/stats.xml:388=0A= #: en/content/administration/stats.xml:407=0A= #: en/content/administration/stats.xml:444=0A= #: en/content/installation/source.xml:264=0A= msgid "<placeholder type=3D\"orderedlist\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/customization/themes.xml:45=0A= msgid ""=0A= "Now the new theme should be useable. You can select it via your <link "=0A= "linkend=3D\"user-preferences\">personal preferences</link> page."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><warning><para>=0A= #: en/content/customization/themes.xml:50=0A= msgid ""=0A= "Do not change the theme files shipped with OTRS, since these changes = will be "=0A= "lost after an update. Create your own themes only by performing the = steps "=0A= "described above."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/acl.xml:11=0A= msgid ""=0A= "From OTRS 2.0 on, Access Control Lists (ACLs) can be used to control = access "=0A= "to tickets, modules, queues, etc., or to influence actions on tickets "=0A= "(closing, moving, etc.) in certain situations. ACLs can be used to "=0A= "supplement the existing permission system of <link = linkend=3D\"adminarea-roles"=0A= "\">roles</link> and <link linkend=3D\"adminarea-groups\">groups</link>. = Using "=0A= "ACLs, rudimental workflows within the system can be mapped, based on = ticket "=0A= "attributes."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/acl.xml:19=0A= msgid ""=0A= "As yet, ACLs cannot be created using the <link = linkend=3D\"adminarea-sysconfig"=0A= "\">SysConfig interface</link>. They must be directly entered into the "=0A= "<filename>Kernel/Config.pm</filename> file. This chapter has some ACL "=0A= "examples which will walk you trough the process of defining ACL = definitions, "=0A= "and a reference of all possible important ACL settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/customization/acl.xml:27=0A= msgid "Examples"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:31=0A= msgid ""=0A= "ACL allowing movement into a queue of only those tickets with ticket "=0A= "priority 5."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:34=0A= msgid ""=0A= "This example shows you the basic structure of an ACL. First, it needs = to "=0A= "have a name. In this case, it is \"ACL-Name-2\". Note that the ACLs = will be "=0A= "numerically sorted before execution, so you should use the names = carefully."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:39=0A= msgid ""=0A= "Secondly, you have a \"Properties\" section which is a filter for your "=0A= "tickets. All the criteria defined here will be applied to a ticket to "=0A= "determine if the ACL must be applied or not. In our example, a ticket = will "=0A= "match if it is in the queue \"Raw\" and has priority \"5 very high\". = This "=0A= "is also affected by changes in the form (e.g. if the ticket is the = queue "=0A= "\"raw\" and had a priority \"3 normal\", but then priority drop-down is = "=0A= "selected and the priority is changed now to \"5 very high\" will also = match)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:47=0A= msgid ""=0A= "Lastly, a section \"Possible\" defines modifications to the screens. In = this "=0A= "case, from the available queues, only the queue \"Alert\" can be = selected in "=0A= "a ticket screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:52=0A= #, no-wrap=0A= msgid ""=0A= "# ticket acl\n"=0A= "$Self->{TicketAcl}->{'100-Example-ACL'} =3D {\n"=0A= " # match properties\n"=0A= " Properties =3D> {\n"=0A= " # current ticket match properties\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Raw'],\n"=0A= " Priority =3D> ['5 very high'],\n"=0A= " }\n"=0A= " },\n"=0A= " # return possible options (white list)\n"=0A= " Possible =3D> {\n"=0A= " # possible ticket options (white list)\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Alert'],\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/customization/acl.xml:51 = en/content/customization/acl.xml:87=0A= #: en/content/customization/acl.xml:121 = en/content/customization/acl.xml:179=0A= #: en/content/customization/acl.xml:206 = en/content/customization/acl.xml:243=0A= #: en/content/performance-tuning.xml:92 = en/content/performance-tuning.xml:202=0A= #: en/content/administration/external-backends.xml:45=0A= #: en/content/administration/external-backends.xml:79=0A= #: en/content/administration/external-backends.xml:201=0A= #: en/content/administration/external-backends.xml:260=0A= #: en/content/administration/external-backends.xml:307=0A= #: en/content/administration/external-backends.xml:386=0A= #: en/content/administration/external-backends.xml:410=0A= #: en/content/administration/external-backends.xml:461=0A= #: en/content/administration/external-backends.xml:632=0A= #: en/content/administration/external-backends.xml:652=0A= #: en/content/administration/external-backends.xml:700=0A= #: en/content/administration/external-backends.xml:747=0A= #: en/content/administration/external-backends.xml:778=0A= #: en/content/administration/external-backends.xml:806=0A= #: en/content/administration/external-backends.xml:833=0A= #: en/content/administration/external-backends.xml:889=0A= #: en/content/administration/external-backends.xml:919=0A= #: en/content/administration/external-backends.xml:954=0A= #: en/content/administration/external-backends.xml:978=0A= #: en/content/administration/email/email.xml:127=0A= #: en/content/administration/email/email.xml:169=0A= #: en/content/administration/email/email.xml:213=0A= #: en/content/administration/email/email.xml:251=0A= #: en/content/administration/ticket/states.xml:88=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:87=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:153=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:286=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:420=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:461=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:655=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:753=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:29=0A= #: en/content/administration/stats.xml:979=0A= #: en/content/administration/stats.xml:997=0A= #: en/content/administration/stats.xml:1052=0A= #: en/content/administration/stats.xml:1058=0A= #: en/content/installation/source.xml:305=0A= msgid "<placeholder type=3D\"programlisting\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/customization/acl.xml:30 = en/content/customization/acl.xml:75=0A= #: en/content/customization/acl.xml:112 = en/content/customization/acl.xml:169=0A= #: en/content/customization/acl.xml:198 = en/content/customization/acl.xml:241=0A= #: en/content/administration/dynamicfields-configuration.xml:748=0A= #: en/content/administration/dynamicfields-configuration.xml:805=0A= #: en/content/administration/dynamicfields-configuration.xml:862=0A= #: en/content/administration/dynamicfields-configuration.xml:943=0A= #: en/content/administration/dynamicfields-configuration.xml:1024=0A= #: en/content/administration/dynamicfields-configuration.xml:1081=0A= #: en/content/administration/stats.xml:649=0A= #: en/content/administration/stats.xml:683=0A= msgid "<placeholder type=3D\"example\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:77=0A= msgid ""=0A= "ACL allowing movement into a queue of only those tickets with ticket "=0A= "priority 5 stored in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:82=0A= msgid ""=0A= "This example is very similar to the last one, but in this case only = tickets "=0A= "in the queue \"Raw\" and with a priority \"5 very high\", both stored = in the "=0A= "database will match. This kind of ACLs does not consider changes in the = form "=0A= "before the ticket is really updated in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:88=0A= #, no-wrap=0A= msgid ""=0A= "# ticket acl\n"=0A= "$Self->{TicketAcl}->{'100-Example-ACL'} =3D {\n"=0A= " # match properties\n"=0A= " PropertiesDatabase =3D> {\n"=0A= " # current ticket match properties\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Raw'],\n"=0A= " Priority =3D> ['5 very high'],\n"=0A= " }\n"=0A= " },\n"=0A= " # return possible options (white list)\n"=0A= " Possible =3D> {\n"=0A= " # possible ticket options (white list)\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Alert'],\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:113=0A= msgid ""=0A= "ACL disabling the closing of tickets in the raw queue, and hiding the = close "=0A= "button."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:116=0A= msgid ""=0A= "Here you can see how a ticket field (state) can be filtered with more = than "=0A= "one possible value to select from. It is also possible to limit the = actions "=0A= "that can be executed for a certain ticket. In this case, the ticket = cannot "=0A= "be closed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:122=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{TicketAcl}->{'101-Second-Example-ACL'} =3D {\n"=0A= " # match properties\n"=0A= " Properties =3D> {\n"=0A= " # current ticket match properties\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Raw'],\n"=0A= " }\n"=0A= " },\n"=0A= " # return possible options (white list)\n"=0A= " Possible =3D> {\n"=0A= " # possible ticket options (white list)\n"=0A= " Ticket =3D> {\n"=0A= " State =3D> ['new', 'open', 'pending reminder'],\n"=0A= " },\n"=0A= " # possible action options\n"=0A= " Action =3D> {\n"=0A= " AgentTicketBounce =3D> 1,\n"=0A= " AgentTicketClose =3D> 0,\n"=0A= " AgentTicketCompose =3D> 1,\n"=0A= " AgentTicketCustomer =3D> 1,\n"=0A= " AgentTicketForward =3D> 1,\n"=0A= " AgentTicketFreeText =3D> 1,\n"=0A= " AgentTicketHistory =3D> 1,\n"=0A= " AgentTicketLink =3D> 1,\n"=0A= " AgentTicketLock =3D> 1,\n"=0A= " AgentTicketMerge =3D> 1,\n"=0A= " AgentTicketMove =3D> 1,\n"=0A= " AgentTicketNote =3D> 1,\n"=0A= " AgentTicketOwner =3D> 1,\n"=0A= " AgentTicketPending =3D> 1,\n"=0A= " AgentTicketPhone =3D> 1, # only used to hide the = Split action\n"=0A= " AgentTicketPhoneInbound =3D> 1,\n"=0A= " AgentTicketPhoneOutbound =3D> 1,\n"=0A= " AgentTicketPrint =3D> 1,\n"=0A= " AgentTicketPriority =3D> 1,\n"=0A= " AgentTicketResponsible =3D> 1,\n"=0A= " AgentTicketWatcher =3D> 1,\n"=0A= " AgentTicketZoom =3D> 1,\n"=0A= " AgentLinkObject =3D> 1, # only used to hide the = Link action\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:170=0A= msgid "ACL removing always state closed successful."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:173=0A= msgid ""=0A= "This example shows how it is possible to define negative filters (the = state "=0A= "\"closed successful\" will be removed). You can also see that not = defining "=0A= "match properties for a ticket will match any ticket, i. e. the ACL will = "=0A= "always be applied. This may be useful if you want to hide certain = values by "=0A= "default, and only enable them in special circumstances (e. g. if the = agent "=0A= "is in a specific group)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:180=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{TicketAcl}->{'102-Third-ACL-Example'} =3D {\n"=0A= " # match properties\n"=0A= " Properties =3D> {\n"=0A= " # current ticket match properties (match always)\n"=0A= " },\n"=0A= " # return possible options\n"=0A= " PossibleNot =3D> {\n"=0A= " # possible ticket options\n"=0A= " Ticket =3D> {\n"=0A= " State =3D> ['closed successful'],\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:199=0A= msgid ""=0A= "ACL only showing Hardware services for tickets that are created in = queues "=0A= "that start with "HW"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><para>=0A= #: en/content/customization/acl.xml:202=0A= msgid ""=0A= "This example also shows you how you can use regular expressions for = matching "=0A= "tickets and for filtering the available options."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:207=0A= #, no-wrap=0A= msgid ""=0A= "$Self->{TicketAcl}->{'Only-Hardware-Services-for-HW-Queues'} =3D {\n"=0A= " # match properties\n"=0A= " # note we don't have \"Ticket =3D> {\" because there's no ticket = yet\n"=0A= " Properties =3D> {\n"=0A= " Queue =3D> {\n"=0A= " Name =3D> ['[RegExp]HW'],\n"=0A= " }\n"=0A= " },\n"=0A= " # return possible options\n"=0A= " Possible =3D> {\n"=0A= " # possible ticket options\n"=0A= " Ticket =3D> {\n"=0A= " Service =3D> ['[RegExp]^(Hardware)'],\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/customization/acl.xml:229=0A= #, fuzzy=0A= msgid "Reference"=0A= msgstr "Refer=C3=AAncia"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/acl.xml:232=0A= msgid ""=0A= "In the example below there is a list of all parameters which can be = used for "=0A= "ACLs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/customization/acl.xml:235=0A= msgid ""=0A= "Please see the <link linkend=3D\"process-management-acl\">section on = ACLs</"=0A= "link> in the <link = linkend=3D\"process-management\">ProcessManagement</link> "=0A= "documentation for a detailed descripton of how to use ACLs for process "=0A= "tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><title>=0A= #: en/content/customization/acl.xml:242=0A= msgid "Reference showing all possible important ACL settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><example><programlisting>=0A= #: en/content/customization/acl.xml:244=0A= #, no-wrap=0A= msgid ""=0A= "# ticket acl\n"=0A= "$Self->{TicketAcl}->{'200-ACL-Reference'} =3D {\n"=0A= " # match properties (current values from the form)\n"=0A= " Properties =3D> {\n"=0A= "\n"=0A= " # the used frontend module\n"=0A= " Frontend =3D> {\n"=0A= " Action =3D> ['AgentTicketPhone', 'AgentTicketEmail'],\n"=0A= " },\n"=0A= "\n"=0A= " # the logged in agent\n"=0A= " User =3D> {\n"=0A= " UserLogin =3D> ['some login'],\n"=0A= " Group_rw =3D> [\n"=0A= " 'hotline',\n"=0A= " ],\n"=0A= " Role =3D> [\n"=0A= " 'admin',\n"=0A= " ],\n"=0A= " # ...\n"=0A= " },\n"=0A= "\n"=0A= " # the logged in customer\n"=0A= " CustomerUser =3D> {\n"=0A= " UserLogin =3D> ['some login'],\n"=0A= " Group_rw =3D> [\n"=0A= " 'hotline',\n"=0A= " ],\n"=0A= " Role =3D> [\n"=0A= " 'admin',\n"=0A= " ],\n"=0A= " # ...\n"=0A= " },\n"=0A= "\n"=0A= " # process properties\n"=0A= " Process =3D> {\n"=0A= " ProcessEntityID =3D> ['P1'], # the Process that = the current ticket is part of\n"=0A= " ActivityEntityID =3D> ['A1'], # the current = Activity of the ticket\n"=0A= " ActivityDialogEntityID =3D> ['AD1'], # the current = ActivityDialog that the Agent/Customer is using\n"=0A= " },\n"=0A= "\n"=0A= " # ticket properties\n"=0A= " Queue =3D> {\n"=0A= " Name =3D> ['Raw'],\n"=0A= " QueueID =3D> ['some id'],\n"=0A= " GroupID =3D> ['some id'],\n"=0A= " Email =3D> ['some email'],\n"=0A= " RealName =3D> ['OTRS System'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " Service =3D> {\n"=0A= " ServiceID =3D> ['some id'],\n"=0A= " Name =3D> ['some name'],\n"=0A= " ParentID =3D> ['some id'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " Type =3D> {\n"=0A= " ID =3D> ['some id'],\n"=0A= " Name =3D> ['some name'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " Priority =3D {\n"=0A= " ID =3D> ['some id'],\n"=0A= " Name =3D> ['some name'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " SLA =3D {\n"=0A= " SLAID =3D> ['some id'],\n"=0A= " Name =3D> ['some name'],\n"=0A= " Calendar =3D> ['some calendar'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " State =3D {\n"=0A= " ID =3D> ['some id'],\n"=0A= " Name =3D> ['some name'],\n"=0A= " TypeName =3D> ['some state type name'],,\n"=0A= " TypeID =3D> ['some state type id'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " Owner =3D> {\n"=0A= " UserLogin =3D> ['some login'],\n"=0A= " Group_rw =3D> [\n"=0A= " 'some group',\n"=0A= " ],\n"=0A= " Role =3D> [\n"=0A= " 'admin',\n"=0A= " ],\n"=0A= " # ...\n"=0A= " },\n"=0A= " Responsible =3D> {\n"=0A= " UserLogin =3D> ['some login'],\n"=0A= " Group_rw =3D> [\n"=0A= " 'some group',\n"=0A= " ],\n"=0A= " Role =3D> [\n"=0A= " 'admin',\n"=0A= " ],\n"=0A= " # ...\n"=0A= " },\n"=0A= " DynamicField =3D> {\n"=0A= " # Names must be in DynamicField_<field_name> = format.\n"=0A= " # Values in [ ... ] must always be the untranslated = internal data keys\n"=0A= " # specified in the dynamic field definition and\n"=0A= " # not the data values shown to the user.\n"=0A= " DynamicField_Field1 =3D> ['some value'],\n"=0A= " DynamicField_OtherField =3D> ['some value'],\n"=0A= " DynamicField_TicketFreeText2 =3D> ['some value'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " # alternatively, ticket properties can be specified in the = ticket hash\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Raw'],\n"=0A= " State =3D> ['new', 'open'],\n"=0A= " Priority =3D> ['some priority'],\n"=0A= " Lock =3D> ['lock'],\n"=0A= " CustomerID =3D> ['some id'],\n"=0A= " CustomerUserID =3D> ['some id'],\n"=0A= " Owner =3D> ['some owner'],\n"=0A= " DynamicField_Field1 =3D> ['some value'],\n"=0A= " DynamicField_MyField =3D> ['some value'],\n"=0A= " # ...\n"=0A= " },\n"=0A= " },\n"=0A= "\n"=0A= " # match properties (existing values from the database)\n"=0A= " PropertiesDatabase =3D> {\n"=0A= " # See section \"Properties\", the same config can be used = here.\n"=0A= " # ...\n"=0A= " }\n"=0A= "\n"=0A= " # return possible options (white list)\n"=0A= " Possible =3D> {\n"=0A= " # possible ticket options (white list)\n"=0A= " Ticket =3D> {\n"=0A= " Queue =3D> ['Hotline', 'Coordination'],\n"=0A= " State =3D> ['some state'],\n"=0A= " Priority =3D> ['5 very high'],\n"=0A= " DynamicField_Field1 =3D> ['some value'],\n"=0A= " DynamicField_MyField =3D> ['some value'],\n"=0A= " # ...\n"=0A= " NewOwner =3D> ['some owner'],\n"=0A= " OldOwner =3D> ['some owner'],\n"=0A= " # ...\n"=0A= " },\n"=0A= "\n"=0A= " # Limit the number of possible ActivityDialogs the = Agent/Customer\n"=0A= " # can use in a process ticket.\n"=0A= " ActivityDialog =3D> ['AD1', 'AD3'],\n"=0A= "\n"=0A= " # possible action options (white list)\n"=0A= " Action =3D> {\n"=0A= " AgentTicketBounce =3D> 1,\n"=0A= " AgentTicketClose =3D> 1,\n"=0A= " AgentTicketCompose =3D> 0,\n"=0A= " AgentTicketCustomer =3D> 0,\n"=0A= " AgentTicketForward =3D> 0,\n"=0A= " AgentTicketFreeText =3D> 1,\n"=0A= " AgentTicketHistory =3D> 1,\n"=0A= " AgentTicketLink =3D> 0,\n"=0A= " AgentTicketLock =3D> 1,\n"=0A= " AgentTicketMerge =3D> 0,\n"=0A= " AgentTicketMove =3D> 1,\n"=0A= " AgentTicketNote =3D> 1,\n"=0A= " AgentTicketOwner =3D> 1,\n"=0A= " AgentTicketPending =3D> 1,\n"=0A= " AgentTicketPhone =3D> 1, # only used to hide the = Split action\n"=0A= " AgentTicketPhoneInbound =3D> 0,\n"=0A= " AgentTicketPhoneOutbound =3D> 1,\n"=0A= " AgentTicketPrint =3D> 1,\n"=0A= " AgentTicketPriority =3D> 0,\n"=0A= " AgentTicketResponsible =3D> 1,\n"=0A= " AgentTicketWatcher =3D> 1,\n"=0A= " AgentTicketZoom =3D> 1,\n"=0A= " AgentLinkObject =3D> 1, # only used to hide the = Link action\n"=0A= " },\n"=0A= " },\n"=0A= " # remove options (black list)\n"=0A= " PossibleNot =3D> {\n"=0A= " # See section \"Possible\"\n"=0A= " # ...\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/customization/acl.xml:431=0A= msgid ""=0A= "While matching ACLs if CustomerUserID parameter sent, the ACL mechanism = will "=0A= "compare the defined ACLs using the supplied CustomerUserID to gather = the "=0A= "CustomerUser details to fill the CustomerUser hash and it also = overrides the "=0A= "Customer information in the Ticket hash for the Properties match. On = the "=0A= "other hand this calculations are also made for the PropertiesDatabase = part, "=0A= "but using the Ticket Customer as the basis to gather the data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/customization/acl.xml:438=0A= msgid ""=0A= "Notice that in Customer Interface, the CustomerUserID is always sent = with "=0A= "the current logged Customer User."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/customization/acl.xml:442=0A= msgid ""=0A= "Be aware that in ticket search screens (AgentTicketSearch and "=0A= "CustomerTicketSearch) the only affected attributes by ACLs are the = Dynamic "=0A= "Fields. This means that this screens you can not restrict any other "=0A= "attribute like ticket type, state, queue, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><title>=0A= #: en/content/performance-tuning.xml:6=0A= #, fuzzy=0A= msgid "Performance Tuning"=0A= msgstr "Melhoria de performance"=0A= =0A= #. type: Content of: <chapter><abstract><para>=0A= #: en/content/performance-tuning.xml:10=0A= msgid ""=0A= "Presented below is a list of performance enhancing techniques for your = OTRS "=0A= "installation, including configuration, coding, memory use, and more."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><title>=0A= #: en/content/performance-tuning.xml:15=0A= #, fuzzy=0A= msgid "OTRS"=0A= msgstr "O OTRS"=0A= =0A= #. type: Content of: <chapter><section><para>=0A= #: en/content/performance-tuning.xml:17=0A= msgid "There are several options for improving OTRS performance."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:21=0A= msgid "TicketIndexModule"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:23=0A= msgid "There are two backend modules for the ticket index:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:31=0A= msgid ""=0A= "Using Kernel::System::Ticket::IndexAccelerator::RuntimeDB (default), "=0A= "generate each queue view on the fly from the ticket table. You will not = have "=0A= "performance trouble until you have about 60,000 open tickets in your = system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:37=0A= msgid ""=0A= "Kernel::System::Ticket::IndexAccelerator::StaticDB, the most powerful "=0A= "module, should be used when you have above 80,000 open tickets. It uses = an "=0A= "extra ticket_index table, which works like a view. Use = <filename>bin/otrs."=0A= "RebuildTicketIndex.pl</filename> for generating an initial index build = after "=0A= "switching backends."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:45=0A= msgid "You can change the IndexAccelerator via SysConfig."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:51=0A= msgid "TicketStorageModule"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:53=0A= msgid "There are two different backend modules for the ticket/article = storage:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:61=0A= msgid ""=0A= "Configure Kernel::System::Ticket::ArticleStorageDB (default) to store "=0A= "attachments, etc., in the database. Note: Don't use it with large set = ups."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:64=0A= msgid ""=0A= "Pro: If your webserver user isn't the 'otrs' user, use this module to = avoid "=0A= "file permission problems."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:67=0A= msgid ""=0A= "Con: It is not advisable to store attachments in your database. Take = care "=0A= "that your database is able to store large objects. E.g. Configure MySQL = with "=0A= "\"set-variable =3D max_allowed_packet=3D8M\" to store 8 MB objects (the = default "=0A= "is 2M)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:73=0A= msgid ""=0A= "Configure Kernel::System::Ticket::ArticleStorageFS to store attachments = etc. "=0A= "on the local file system. Note: Recommended for large setups."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:76=0A= msgid "Pro: It is fast!"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:79=0A= msgid ""=0A= "Con: Your web server user should be the 'otrs' user. Also, if you have "=0A= "multiple front-end servers, you should make sure the filesystem is = shared "=0A= "between the servers. Place it on an NFS share or preferably a SAN or = similar "=0A= "solution."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:88=0A= msgid ""=0A= "Note: you can switch from one back-end to the other on the fly. You can = "=0A= "switch the backend in the SysConfig, and then run the command line = utility "=0A= "<filename>otrs.ArticleStorageSwitch.pl</filename> to put the articles = from "=0A= "the database onto the filesystem or the other way around. You can use = the "=0A= "<emphasis>-s</emphasis> and <emphasis>-d</emphasis> options to specify = the "=0A= "source and destination back-ends. Please note that the entire process = can "=0A= "take considerable time to run, depending on the number of articles you = have "=0A= "and the available CPU power and/or network capacity."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para><programlisting>=0A= #: en/content/performance-tuning.xml:93=0A= #, no-wrap=0A= msgid "shell> bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d = ArticleStorageFS\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:97=0A= msgid ""=0A= "<emphasis>Script: Switching storage back-ends from database to = filesystem.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:102=0A= #, fuzzy=0A= msgid "Archiving Tickets"=0A= msgstr "Arquivando t=C3=ADquetes"=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:105=0A= msgid ""=0A= "As OTRS can be used as an audit-proof system, deleting closed tickets = may "=0A= "not be a good idea. Therefore we implemented a feature that allows you = to "=0A= "archive tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:108=0A= msgid ""=0A= "Tickets that match certain criteria can be marked as \"archived\" These = "=0A= "tickets are not accessed if you do a regular ticket search or run a = Generic "=0A= "Agent job. The system itself does not have to deal with a huge amount = of "=0A= "tickets any longer as only the \"latest\" tickets are taken into "=0A= "consideration when using OTRS. This can result in a huge performance = gain on "=0A= "large systems."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:111=0A= msgid "To use the archive feature simply follow these steps:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:116=0A= msgid "Activate the archive system in SysConfig"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:119=0A= msgid ""=0A= "In the Admin page, go to SysConfig and select the group = <literal>Ticket</"=0A= "literal>. In <literal>Core::Ticket</literal> you find the option "=0A= "<literal>Ticket::ArchiveSystem</literal> which is set to \"no\" by = default. "=0A= "Change this setting to \"yes\" and save this change."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:124=0A= msgid "Define a GenericAgent job"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:131=0A= #, fuzzy=0A= msgid "Job Settings"=0A= msgstr "Op=C3=A7=C3=B5es de servi=C3=A7o"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:134=0A= msgid ""=0A= "Provide a name for the archiving job, and select proper options to = schedule "=0A= "this job."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:139=0A= msgid "Ticket Filter"=0A= msgstr "Filtro de t=C3=ADquete"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:142=0A= msgid ""=0A= "The ticket filter is searches for tickets that match the selected = criteria. "=0A= "It might be a good idea to only archive those tickets in a closed state = that "=0A= "have been closed a few months before."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:147=0A= msgid "Ticket Action"=0A= msgstr "A=C3=A7=C3=A3o de t=C3=ADquete"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:150=0A= msgid ""=0A= "In this section, set the field labeled \"Archive selected tickets\" to "=0A= "\"archive tickets\"."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:155=0A= #, fuzzy=0A= msgid "Save the job"=0A= msgstr "Salve o trabalho"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:158=0A= msgid "At the end of the page you will find an option to save the job."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:163=0A= #, fuzzy=0A= msgid "Affected tickets"=0A= msgstr "T=C3=ADquetes afetados"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para><orderedlist><lis= titem><para>=0A= #: en/content/performance-tuning.xml:166=0A= msgid ""=0A= "The system will display all tickets which will be archived when = executing "=0A= "the Generic Agent job."=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:127=0A= msgid ""=0A= "On the Admin page, select GenericAgent and add a new job there. "=0A= "<placeholder type=3D\"orderedlist\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:174=0A= msgid "Ticket Search"=0A= msgstr "Busca de t=C3=ADquete"=0A= =0A= #. type: Content of: = <chapter><section><section><orderedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:177=0A= msgid ""=0A= "When you search for tickets, the system default is to search tickets = which "=0A= "are not archived. If you want to search through archived tickets also, "=0A= "simply add \"archive search\" while defining search criteria."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><title>=0A= #: en/content/performance-tuning.xml:187=0A= #, fuzzy=0A= msgid "Database"=0A= msgstr "Base de dados"=0A= =0A= #. type: Content of: <chapter><section><para>=0A= #: en/content/performance-tuning.xml:189=0A= msgid ""=0A= "DB issues vary by the database being used. Study the documentation for = your "=0A= "database or check with your database administrator."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:193=0A= msgid "MySQL"=0A= msgstr "MySQL"=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:195=0A= msgid ""=0A= "If you use the MySQL table type MyISAM (which is the default), and have = "=0A= "deleted a large part of a table or if you have made many changes to a = table "=0A= "with variable-length rows (tables that have VARCHAR, BLOB or TEXT = columns), "=0A= "you must defragment the datafile (tables) with the \"optimize\" = command."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:198=0A= msgid ""=0A= "You should try this if the mysqld daemon needs a lot of your CPU time. "=0A= "Optimize the tables - ticket, ticket_history and article (see Script = below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para><programlisting>=0A= #: en/content/performance-tuning.xml:203=0A= #, no-wrap=0A= msgid ""=0A= "shell$ mysql -u user -p database\n"=0A= "mysql$ optimize table ticket;\n"=0A= "mysql$ optimize table ticket_history;\n"=0A= "mysql$ optimize table article;\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:211=0A= msgid "<emphasis>Script: Optimizing data base tables.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:217=0A= #, fuzzy=0A= msgid "PostgreSQL"=0A= msgstr "PostgreSQL"=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:219=0A= msgid ""=0A= "PostgreSQL is best tuned by modifying the postgresql.conf file in your "=0A= "PostgreSQL data directory. For advice on how to do this, reference the "=0A= "following articles:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:226=0A= msgid ""=0A= "<ulink = url=3D\"http://www.revsys.com/writings/postgresql-performance.html\"> "=0A= "<citetitle>http://www.revsys.com/writings/postgresql-performance.html</"=0A= "citetitle> </ulink>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:233=0A= msgid ""=0A= "<ulink url=3D\"http://varlena.com/GeneralBits/Tidbits/perf.html\"> "=0A= "<citetitle>http://varlena.com/GeneralBits/Tidbits/perf.html</citetitle> = </"=0A= "ulink>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <chapter><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/performance-tuning.xml:240=0A= msgid ""=0A= "<ulink = url=3D\"http://varlena.com/GeneralBits/Tidbits/annotated_conf_e.html\"> "=0A= "<citetitle>http://varlena.com/GeneralBits/Tidbits/annotated_conf_e.html<= /"=0A= "citetitle> </ulink>"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:249=0A= msgid ""=0A= "If performance is still not satisfactory, we suggest that you join the "=0A= "PostgreSQL Performance mailing list ( <ulink = url=3D\"http://www.postgresql.org/"=0A= "community/lists/\">http://www.postgresql.org/community/lists/</ulink> = ), and "=0A= "ask questions there. The folks on the PostgreSQL list are very friendly = and "=0A= "can probably help."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><title>=0A= #: en/content/performance-tuning.xml:256=0A= msgid "Webserver"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><para>=0A= #: en/content/performance-tuning.xml:258=0A= msgid ""=0A= "Of course you should use mod_perl 2.0 ( <ulink = url=3D\"http://perl.apache.org/"=0A= "\"><citetitle>http://perl.apache.org/</citetitle></ulink> ). It's much "=0A= "faster (~ * 100) than pure cgi. But it needs more RAM."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:262=0A= msgid "Pre-established database connections"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:264=0A= msgid ""=0A= "You can have the database connections pre-established on startup of the = web "=0A= "server. This saves time (see README.webserver)."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:269=0A= msgid "Preloaded modules - startup.pl"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:271=0A= msgid ""=0A= "Use the startup script = <filename>scripts/apache2-perl-startup.pl</filename> "=0A= "for preloaded/precompiled Perl modules on your mod_perl webserver to be = "=0A= "faster, with a smaller memory footprint (see README.webserver)."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:275=0A= msgid "Reload Perl modules when updated on disk"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:277=0A= msgid ""=0A= "By default Apache::Reload is used in = scripts/apache2-httpd.include.conf. "=0A= "Disable it and you will get 8% more speed. But remember to restart the = web "=0A= "server if you install any modules via the OTRS Package Manager, or any "=0A= "values in your SysConfig or in Kernel/Config.pm. Important: this would = also "=0A= "mean you can't use the OTRS Package Manager via the web interface, you = need "=0A= "to use the command line variant - = <filename>bin/otrs.PackageManager.pl</"=0A= "filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:282=0A= msgid "Choosing the Right Strategy"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:284=0A= msgid ""=0A= "If you have a larger installation, e.g. over 1,000 new tickets per day = and "=0A= "over 40 agents, it is a good idea to read the chapters on Performance = of the "=0A= "mod_perl User's Guide ( <ulink = url=3D\"http://perl.apache.org/docs/2.0/user/"=0A= "index.html\"><citetitle>http://perl.apache.org/docs/2.0/user/index.html<= /"=0A= "citetitle></ulink> )."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><title>=0A= #: en/content/performance-tuning.xml:289=0A= msgid "mod_gzip/mod_deflate"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><section><para>=0A= #: en/content/performance-tuning.xml:291=0A= msgid ""=0A= "If your bandwidth is small, use mod_deflate for Apache2. If you have an = html "=0A= "page with 45k, mod_gzip/mod_deflate compresses it to about 7k. The = drawback "=0A= "is that this increases the load on the server side."=0A= msgstr ""=0A= =0A= #. type: Content of: <preface><title>=0A= #: en/content/preface.xml:6=0A= msgid "Preface"=0A= msgstr ""=0A= =0A= #. type: Content of: <preface><para>=0A= #: en/content/preface.xml:9=0A= msgid ""=0A= "This book is intended for use by OTRS administrators. It also serves as = a "=0A= "good reference for OTRS newbies."=0A= msgstr ""=0A= =0A= #. type: Content of: <preface><para>=0A= #: en/content/preface.xml:13=0A= msgid ""=0A= "The following chapters describe the installation, configuration, and "=0A= "administration of the OTRS software. The first third of the text = describes "=0A= "key functionality of the software, while the remainder serves as a = reference "=0A= "to the full set of configurable parameters."=0A= msgstr ""=0A= =0A= #. type: Content of: <preface><para>=0A= #: en/content/preface.xml:17=0A= msgid ""=0A= "This book continues to be a work in progress, given a moving target on = new "=0A= "releases. We need your feedback in order to make this a high quality "=0A= "reference document: one that is usable, accurate, and complete. Please = write "=0A= "to us if you find content missing in this book, if things are not = explained "=0A= "sufficiently, or even if you see spelling mistakes, grammatical errors, = or "=0A= "typos. Any kind of feedback is highly appreciated and should be made = via our "=0A= "bug tracking system on <ulink url=3D\"http://bugs.otrs.org\"> "=0A= "<citetitle>http://bugs.otrs.org</citetitle> </ulink>. Thanks in = advance for "=0A= "your contributions!"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/external-backends.xml:7=0A= msgid "Using external backends"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/external-backends.xml:10=0A= #, fuzzy=0A= msgid "Customer data"=0A= msgstr "Dados do cliente"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:13=0A= msgid ""=0A= "OTRS works with many customer data attributes such as username, email "=0A= "address, phone number, etc. These attributes are displayed in both the = Agent "=0A= "and the Customer frontends, and also used for the authentication of "=0A= "customers."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:17=0A= msgid ""=0A= "Customer data used or displayed within OTRS is highly customizable. The = "=0A= "following information is however always needed for customer = authentication:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/external-backends.xml:24=0A= #, fuzzy=0A= msgid "User login"=0A= msgstr "Login do usu=C3=A1rio"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/external-backends.xml:29=0A= #, fuzzy=0A= msgid "Email address"=0A= msgstr "Endere=C3=A7o de e-mail"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/external-backends.xml:34=0A= #, fuzzy=0A= msgid "Customer ID"=0A= msgstr "ID do cliente"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:41=0A= msgid ""=0A= "Use the configuration parameters of the following script in your "=0A= "<filename>Kernel/Config.pm</filename> file, if you want to display = customer "=0A= "information in your agent interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:46=0A= #, no-wrap=0A= msgid ""=0A= " # Ticket::Frontend::CustomerInfo*\n"=0A= " # (show customer info on Compose (Phone and Email), Zoom and\n"=0A= " # Queue view)\n"=0A= " $Self->{'Ticket::Frontend::CustomerInfoCompose'} =3D 1;\n"=0A= " $Self->{'Ticket::Frontend::CustomerInfoZoom'} =3D 1;\n"=0A= " $Self->{'Ticket::Frontend::CustomerInfoQueue'} =3D 0;\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:56=0A= msgid "<emphasis>Script: Kernel/Config.pm configuration = parameters.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/external-backends.xml:62=0A= #, fuzzy=0A= msgid "Customer user backend"=0A= msgstr "Backend de usu=C3=A1rio do cliente"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:65=0A= msgid ""=0A= "You can use two types of customer backends, DB and LDAP. If you already = have "=0A= "another customer backend (e.g. SAP), it is of course possible to write = a "=0A= "module that uses it."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:69=0A= #: en/content/administration/external-backends.xml:796=0A= #, fuzzy=0A= msgid "Database (Default)"=0A= msgstr "Base de Dados(Padr=C3=A3o)"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:72=0A= msgid ""=0A= "Example 11-1 shows the configuration of a DB customer backend, which = uses "=0A= "customer data stored in the OTRS database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:76=0A= msgid "Configuring a DB customer backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:80=0A= #, no-wrap=0A= msgid ""=0A= "# CustomerUser (customer database backend and settings)\n"=0A= "$Self->{CustomerUser} =3D {\n"=0A= " Name =3D> 'Database Datasource',\n"=0A= " Module =3D> 'Kernel::System::CustomerUser::DB',\n"=0A= " Params =3D> {\n"=0A= " # if you want to use an external database, add the required = settings\n"=0A= "# DSN =3D> 'DBI:odbc:yourdsn',\n"=0A= "# Type =3D> 'mssql', # only for ODBC connections\n"=0A= "# DSN =3D> = 'DBI:mysql:database=3Dcustomerdb;host=3Dcustomerdbhost',\n"=0A= "# User =3D> '',\n"=0A= "# Password =3D> '',\n"=0A= " Table =3D> 'customer_user',\n"=0A= " # if your frontend is unicode and the charset of your\n"=0A= " # customer database server is iso-8859-1, use these = options.\n"=0A= "# SourceCharset =3D> 'iso-8859-1',\n"=0A= "# DestCharset =3D> 'utf-8',\n"=0A= "\n"=0A= " # CaseSensitive will control if the SQL statements need = LOWER()\n"=0A= " # function calls to work case insensitively. Setting this = to\n"=0A= " # 1 will improve performance dramatically on large = databases.\n"=0A= " CaseSensitive =3D> 0,\n"=0A= " },\n"=0A= "# customer unique id\n"=0A= "CustomerKey =3D> 'login',\n"=0A= "\n"=0A= "# customer #\n"=0A= "CustomerID =3D> 'customer_id',\n"=0A= "CustomerValid =3D> 'valid_id',\n"=0A= " CustomerUserListFields =3D> ['first_name', 'last_name', 'email'],\n"=0A= " CustomerUserSearchFields =3D> ['login', 'last_name', = 'customer_id'],\n"=0A= " CustomerUserSearchPrefix =3D> '',\n"=0A= " CustomerUserSearchSuffix =3D> '*',\n"=0A= " CustomerUserSearchListLimit =3D> 250,\n"=0A= " CustomerUserPostMasterSearchFields =3D> ['email'],\n"=0A= " CustomerUserNameFields =3D> ['title','first_name','last_name'],\n"=0A= " CustomerUserEmailUniqCheck =3D> 1,\n"=0A= "# # show not own tickets in customer panel, CompanyTickets\n"=0A= "# CustomerUserExcludePrimaryCustomerID =3D> 0,\n"=0A= "# # generate auto logins\n"=0A= "# AutoLoginCreation =3D> 0,\n"=0A= "# AutoLoginCreationPrefix =3D> 'auto',\n"=0A= "# # admin can change customer preferences\n"=0A= "# AdminSetPreferences =3D> 1,\n"=0A= "# # cache time to live in sec. - cache any database queries\n"=0A= "# CacheTTL =3D> 0,\n"=0A= "# # just a read only source\n"=0A= "# ReadOnly =3D> 1,\n"=0A= " Map =3D> [\n"=0A= " # note: Login, Email and CustomerID needed!\n"=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), = required, storage-type, http-link, readonly, http-link-target\n"=0A= " [ 'UserTitle', 'Title', 'title', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLogin', 'Username', 'login', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserEmail', 'Email', 'email', 1, 1, 'var', = '', 0 ],\n"=0A= "\n"=0A= "# [ 'UserEmail', 'Email', 'email', 1, 1, 'var', = '$Env{\"CGIHandle\"}?Action=3DAgentTicketCompose&ResponseID=3D1&T= icketID=3D$Data{\"TicketID\"}&ArticleID=3D$Data{\"ArticleID\"}', 0 = ],\n"=0A= " [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', = '', 0 ],\n"=0A= "\n"=0A= "# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserPhone', 'Phone', 'phone', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserFax', 'Fax', 'fax', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserMobile', 'Mobile', 'mobile', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserStreet', 'Street', 'street', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserZip', 'Zip', 'zip', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserCity', 'City', 'city', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserCountry', 'Country', 'country', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserComment', 'Comment', 'comments', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'ValidID', 'Valid', 'valid_id', 0, 1, = 'int', '', 0 ],\n"=0A= " ],\n"=0A= " # default selections\n"=0A= " Selections =3D> {\n"=0A= " UserTitle =3D> {\n"=0A= " 'Mr.' =3D> 'Mr.',\n"=0A= " 'Mrs.' =3D> 'Mrs.',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:165=0A= msgid ""=0A= "If you want to customize the customer data, change the column headers = or add "=0A= "new ones to the customer_user table in the OTRS database. As an = example, the "=0A= "script below shows how to add a new field for room number."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screen>=0A= #: en/content/administration/external-backends.xml:170=0A= #, no-wrap=0A= msgid ""=0A= "linux:~# mysql -p\n"=0A= "Enter password:\n"=0A= "Welcome to the MySQL monitor. Commands end with ; or \\g.\n"=0A= "Your MySQL connection id is 116 to server version: = 5.0.18-Debian_7-log\n"=0A= "\n"=0A= "Type 'help;' or '\\h' for help. Type '\\c' to clear the buffer.\n"=0A= "\n"=0A= "mysql> use otrs;\n"=0A= "Reading table information for completion of table and column names\n"=0A= "You can turn off this feature to get a quicker startup with -A\n"=0A= "\n"=0A= "Database changed\n"=0A= "mysql> ALTER TABLE customer_user ADD room VARCHAR (250);\n"=0A= "Query OK, 1 rows affected (0.01 sec)\n"=0A= "Records: 1 Duplicates: 0 Warnings: 0\n"=0A= "\n"=0A= "mysql> quit\n"=0A= "Bye\n"=0A= "linux:~#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:193=0A= msgid ""=0A= "<emphasis>Script: Adding a room field to the customer_user = table.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:197=0A= msgid ""=0A= "Now add the new column to the MAP array in <filename>Kernel/Config.pm</"=0A= "filename>, as shown in the following script."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:202=0A= #, no-wrap=0A= msgid ""=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), required, = storage-type, http-link, readonly\n"=0A= " [...]\n"=0A= " [ 'UserRoom', 'Room', 'room', 0, 1, 'var', '', 0 = ],\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:209=0A= msgid ""=0A= "<emphasis>Script: Adding a room field to the Kernel/Config.pm file.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:213=0A= msgid ""=0A= "It is also possible to edit all of this customer information via the "=0A= "Customers link in the Agent interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:217=0A= #: en/content/administration/external-backends.xml:399=0A= msgid "Customer with multiple IDs (Company tickets)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:220=0A= msgid ""=0A= "It is possible to assign more than one customer ID to a customer. This = can "=0A= "be useful if a customer must access tickets of other customers, e.g. a "=0A= "supervisor wants to watch the tickets of his assistants. If a customer = can "=0A= "access the tickets of another customer, the company ticket feature of = OTRS "=0A= "is used. Company tickets can be accessed via the \"Company Tickets\" = link in "=0A= "the customer panel."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:224=0A= msgid ""=0A= "To use company tickets, a new column with the IDs that should be = accessible "=0A= "for a customer, has to be added to the customer_user table in the OTRS "=0A= "database (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para><screen>=0A= #: en/content/administration/external-backends.xml:229=0A= #, no-wrap=0A= msgid ""=0A= "linux:~# mysql -p\n"=0A= "Enter password:\n"=0A= "Welcome to the MySQL monitor. Commands end with ; or \\g.\n"=0A= "Your MySQL connection id is 124 to server version: = 5.0.18-Debian_7-log\n"=0A= "\n"=0A= "Type 'help;' or '\\h' for help. Type '\\c' to clear the buffer.\n"=0A= "\n"=0A= "mysql> use otrs;\n"=0A= "Reading table information for completion of table and column names\n"=0A= "You can turn off this feature to get a quicker startup with -A\n"=0A= "\n"=0A= "Database changed\n"=0A= "mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250);\n"=0A= "Query OK, 1 rows affected (0.02 sec)\n"=0A= "Records: 1 Duplicates: 0 Warnings: 0\n"=0A= "\n"=0A= "mysql> quit\n"=0A= "Bye\n"=0A= "linux:~#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:252=0A= msgid ""=0A= "<emphasis>Script: Adding a customer_ids field to the customer_user = table.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:256=0A= msgid ""=0A= "Now the new column has to be added to the MAP array in = <filename>Kernel/"=0A= "Config.pm</filename>, as shown in the script below."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:261=0A= #: en/content/administration/external-backends.xml:411=0A= #, no-wrap=0A= msgid ""=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), required, = storage-type, http-link, readonly\n"=0A= " [...]\n"=0A= " [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', = '', 0 ],\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:268=0A= msgid ""=0A= "<emphasis>Script: Adding a UserCustomerIDs field to the = Kernel/Config.pm "=0A= "file.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:272=0A= msgid ""=0A= "Now, the new column for the multiple customer IDs can be edited via the = "=0A= "Agent interface, in the section for the customer management."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:276=0A= msgid ""=0A= "To ensure that one customer can access the tickets of other customers, = add "=0A= "the IDs of these other users into the new field for the multiple = customer "=0A= "IDs. Each ID has to be separated by a semicolon (see Example 11-2 = below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:280=0A= msgid "Using company tickets with a DB backend"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><para>=0A= #: en/content/administration/external-backends.xml:283=0A= msgid ""=0A= "The customers A, B and C exist in your system, and A wants to have = access to "=0A= "the tickets of B and C via the customer panel. B and C should have no = access "=0A= "to the tickets of other users."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><para>=0A= #: en/content/administration/external-backends.xml:287=0A= msgid ""=0A= "To realize this setup, change the customer_user table and the mapping = in "=0A= "<filename>Kernel/Config.pm</filename> as described above. Then load the = "=0A= "settings for customer A via the Customers link in the Agent interface = or via "=0A= "the Admin page. If the settings are displayed, add into the field for "=0A= "CustomerIDs the values \"B;C;\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:297=0A= #: en/content/administration/external-backends.xml:642=0A= #: en/content/administration/external-backends.xml:823=0A= msgid "LDAP"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:300=0A= msgid ""=0A= "If you have a LDAP directory with your customer data, you can use it as = the "=0A= "customer backend with OTRS, as shown in Example 11-3."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:304=0A= msgid "Configuring an LDAP customer backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:308=0A= #, no-wrap=0A= msgid ""=0A= "# CustomerUser\n"=0A= "# (customer ldap backend and settings)\n"=0A= "$Self->{CustomerUser} =3D {\n"=0A= " Name =3D> 'LDAP Data Source',\n"=0A= " Module =3D> 'Kernel::System::CustomerUser::LDAP',\n"=0A= " Params =3D> {\n"=0A= " # ldap host\n"=0A= " Host =3D> 'bay.csuhayward.edu',\n"=0A= " # ldap base dn\n"=0A= " BaseDN =3D> 'ou=3Dseas,o=3Dcsuh',\n"=0A= " # search scope (one|sub)\n"=0A= " SSCOPE =3D> 'sub',\n"=0A= " # The following is valid but would only be necessary if the\n"=0A= " # anonymous user does NOT have permission to read from the LDAP = tree\n"=0A= " UserDN =3D> '',\n"=0A= " UserPw =3D> '',\n"=0A= " # in case you want to add always one filter to each ldap query, = use\n"=0A= " # this option. e. g. AlwaysFilter =3D> '(mail=3D*)' or = AlwaysFilter =3D> '(objectclass=3Duser)'\n"=0A= " AlwaysFilter =3D> '',\n"=0A= " # if both your frontend and your LDAP are unicode, use = this:\n"=0A= " SourceCharset =3D> 'utf-8',\n"=0A= " DestCharset =3D> 'utf-8',\n"=0A= " # if your frontend is unicode and the charset of your\n"=0A= " # ldap server is iso-8859-1, use these options.\n"=0A= " # SourceCharset =3D> 'iso-8859-1',\n"=0A= " # DestCharset =3D> 'utf-8',\n"=0A= " # Net::LDAP new params (if needed - for more info see = perldoc Net::LDAP)\n"=0A= " Params =3D> {\n"=0A= " port =3D> 389,\n"=0A= " timeout =3D> 120,\n"=0A= " async =3D> 0,\n"=0A= " version =3D> 3,\n"=0A= " },\n"=0A= " },\n"=0A= " # customer unique id\n"=0A= " CustomerKey =3D> 'uid',\n"=0A= " # customer #\n"=0A= " CustomerID =3D> 'mail',\n"=0A= " CustomerUserListFields =3D> ['cn', 'mail'],\n"=0A= " CustomerUserSearchFields =3D> ['uid', 'cn', 'mail'],\n"=0A= " CustomerUserSearchPrefix =3D> '',\n"=0A= " CustomerUserSearchSuffix =3D> '*',\n"=0A= " CustomerUserSearchListLimit =3D> 250,\n"=0A= " CustomerUserPostMasterSearchFields =3D> ['mail'],\n"=0A= " CustomerUserNameFields =3D> ['givenname', 'sn'],\n"=0A= " # show not own tickets in customer panel, CompanyTickets\n"=0A= " CustomerUserExcludePrimaryCustomerID =3D> 0,\n"=0A= " # add an ldap filter for valid users (expert setting)\n"=0A= "# CustomerUserValidFilter =3D> '(!(description=3Dlocked))',\n"=0A= " # administrator can't change customer preferences\n"=0A= " AdminSetPreferences =3D> 0,\n"=0A= "# # cache time to live in sec. - cache any database queries\n"=0A= "# CacheTTL =3D> 0,\n"=0A= " Map =3D> [\n"=0A= " # note: Login, Email and CustomerID are mandatory!\n"=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), = required, storage-type, http-link, readonly\n"=0A= " [ 'UserTitle', 'Title', 'title', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserLastname', 'Lastname', 'sn', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserLogin', 'Username', 'uid', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserEmail', 'Email', 'mail', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, = 'var', '', 0 ],\n"=0A= "# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, = 0, 'var', '', 0 ],\n"=0A= " [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserAddress', 'Address', 'postaladdress', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserComment', 'Comment', 'description', 1, 0, = 'var', '', 0 ],\n"=0A= " ],\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:382=0A= msgid ""=0A= "If additional customer attributes are stored in your LDAP directory, = such as "=0A= "a manager's name, a mobile phone number, or a department, and if you = want to "=0A= "display this information in OTRS, just expand the MAP array in "=0A= "<filename>Kernel/Config.pm</filename> with the entries for these = attributes, "=0A= "as shown in the following script."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:387=0A= #, no-wrap=0A= msgid ""=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), required, = storage-type, http-link, readonly\n"=0A= " [...]\n"=0A= " [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', = '', 0 ],\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:394=0A= msgid ""=0A= "<emphasis>Script: Adding new fields to the Kernel/Config.pm = file.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:402=0A= msgid ""=0A= "It is possible to assign more than one Customer ID to a customer, when = using "=0A= "an LDAP backend. To use company tickets, a new field has to be added to = the "=0A= "LDAP directory that contains the IDs accessible by the customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:406=0A= msgid ""=0A= "If the new field in the LDAP directory has been created, the new entry = has "=0A= "to be added to the MAP array in <filename>Kernel/Config.pm</filename>, = as "=0A= "shown in the script below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:418=0A= msgid ""=0A= "<emphasis>Script: Maping new fields to the Kernel/Config.pm = file.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:422=0A= msgid ""=0A= "The field for the multiple customer IDs has to be edited directly in = the "=0A= "LDAP directory. OTRS can only read from LDAP, not write to it."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:426=0A= msgid ""=0A= "To ensure access by a customer to the tickets of other customers, add = the "=0A= "customer IDs of the customers whose tickets should be accessed to the = new "=0A= "field in your LDAP directory. Each ID has to be separated by a = semicolon "=0A= "(see Example 11-4 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:430=0A= msgid "Using Company tickets with an LDAP backend"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><para>=0A= #: en/content/administration/external-backends.xml:433=0A= msgid ""=0A= "The customers A, B and C exist in your system and A wants to have = access to "=0A= "the tickets of B and C via the customer panel. B and C should have no = access "=0A= "to tickets of other users."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><para>=0A= #: en/content/administration/external-backends.xml:437=0A= msgid ""=0A= "To realize this setup, change the LDAP directory and the mapping in "=0A= "<filename>Kernel/Config.pm</filename> as described above. Then add into = the "=0A= "field for CustomerIDs the values \"B;C;\" for customer A in your LDAP "=0A= "directory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:447=0A= #: en/content/administration/external-backends.xml:454=0A= msgid "Using more than one customer backend with OTRS"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:450=0A= msgid ""=0A= "If you want to utilize more than one customer data source used with = OTRS (e."=0A= "g. an LDAP and a database backend), the CustomerUser config parameter = should "=0A= "be expanded with a number, e.g. \"CustomerUser1\", \"CustomerUser2\" = (see "=0A= "Example 11-5 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><para>=0A= #: en/content/administration/external-backends.xml:457=0A= msgid ""=0A= "The following configuration example shows usage of both an LDAP and a "=0A= "database customer backend with OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:462=0A= #, no-wrap=0A= msgid ""=0A= "# 1. Customer user backend: DB\n"=0A= "# (customer database backend and settings)\n"=0A= "$Self->{CustomerUser1} =3D {\n"=0A= " Name =3D> 'Customer Database',\n"=0A= " Module =3D> 'Kernel::System::CustomerUser::DB',\n"=0A= " Params =3D> {\n"=0A= " # if you want to use an external database, add the\n"=0A= " # required settings\n"=0A= "# DSN =3D> 'DBI:odbc:yourdsn',\n"=0A= "# Type =3D> 'mssql', # only for ODBC connections\n"=0A= "# DSN =3D> = 'DBI:mysql:database=3Dcustomerdb;host=3Dcustomerdbhost',\n"=0A= "# User =3D> '',\n"=0A= "# Password =3D> '',\n"=0A= " Table =3D> 'customer_user',\n"=0A= " },\n"=0A= " # customer unique id\n"=0A= " CustomerKey =3D 'login',\n"=0A= " # customer #\n"=0A= " CustomerID =3D 'customer_id',\n"=0A= " CustomerValid =3D 'valid_id',\n"=0A= " CustomerUserListFields =3D> ['first_name', 'last_name', 'email'],\n"=0A= " CustomerUserSearchFields =3D> ['login', 'last_name', = 'customer_id'],\n"=0A= " CustomerUserSearchPrefix =3D> '',\n"=0A= " CustomerUserSearchSuffix =3D> '*',\n"=0A= " CustomerUserSearchListLimit =3D> 250,\n"=0A= " CustomerUserPostMasterSearchFields =3D> ['email'],\n"=0A= " CustomerUserNameFields =3D> ['title','first_name','last_name'],\n"=0A= " CustomerUserEmailUniqCheck =3D> 1,\n"=0A= "# # show not own tickets in customer panel, CompanyTickets\n"=0A= "# CustomerUserExcludePrimaryCustomerID =3D> 0,\n"=0A= "# # generate auto logins\n"=0A= "# AutoLoginCreation =3D> 0,\n"=0A= "# AutoLoginCreationPrefix =3D> 'auto',\n"=0A= "# # admin can change customer preferences\n"=0A= "# AdminSetPreferences =3D> 1,\n"=0A= "# # cache time to live in sec. - cache any database queries\n"=0A= "# CacheTTL =3D> 0,\n"=0A= "# # just a read only source\n"=0A= "# ReadOnly =3D> 1,\n"=0A= " Map =3D> [\n"=0A= "\n"=0A= " # note: Login, Email and CustomerID needed!\n"=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), = required, storage-type, http-link, readonly, http-link-target\n"=0A= " [ 'UserTitle', 'Title', 'title', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLogin', 'Username', 'login', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserEmail', 'Email', 'email', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserStreet', 'Street', 'street', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserCity', 'City', 'city', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserCountry', 'Country', 'country', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', = '', 0 ],\n"=0A= " ],\n"=0A= " # default selections\n"=0A= " Selections =3D> {\n"=0A= " UserTitle =3D> {\n"=0A= " 'Mr.' =3D> 'Mr.',\n"=0A= " 'Mrs.' =3D> 'Mrs.',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= "\n"=0A= "# 2. Customer user backend: LDAP\n"=0A= "# (customer ldap backend and settings)\n"=0A= "$Self->{CustomerUser2} =3D {\n"=0A= " Name =3D> 'LDAP Datasource',\n"=0A= " Module =3D> 'Kernel::System::CustomerUser::LDAP',\n"=0A= " Params =3D> {\n"=0A= " # ldap host\n"=0A= " Host =3D> 'bay.csuhayward.edu',\n"=0A= " # ldap base dn\n"=0A= " BaseDN =3D> 'ou=3Dseas,o=3Dcsuh',\n"=0A= " # search scope (one|sub)\n"=0A= " SSCOPE =3D> 'sub',\n"=0A= "# # The following is valid but would only be necessary if the\n"=0A= "# # anonymous user does NOT have permission to read from the = LDAP tree\n"=0A= " UserDN =3D> '',\n"=0A= " UserPw =3D> '',\n"=0A= " # in case you want to add always one filter to each ldap query, = use\n"=0A= " # this option. e. g. AlwaysFilter =3D> '(mail=3D*)' or = AlwaysFilter =3D> '(objectclass=3Duser)'\n"=0A= " AlwaysFilter =3D> '',\n"=0A= " # if both your frontend and your LDAP are unicode, use this:\n"=0A= "# SourceCharset =3D> 'utf-8',\n"=0A= "# DestCharset =3D> 'utf-8',\n"=0A= " # if your frontend is e. g. iso-8859-1 and the character set of = your\n"=0A= " # ldap server is utf-8, use these options:\n"=0A= "# SourceCharset =3D> 'utf-8',\n"=0A= "# DestCharset =3D> 'iso-8859-1',\n"=0A= "\n"=0A= " # Net::LDAP new params (if needed - for more info see perldoc = Net::LDAP)\n"=0A= " Params =3D> {\n"=0A= " port =3D> 389,\n"=0A= " timeout =3D> 120,\n"=0A= " async =3D> 0,\n"=0A= " version =3D> 3,\n"=0A= " },\n"=0A= " },\n"=0A= " # customer unique id\n"=0A= " CustomerKey =3D> 'uid',\n"=0A= " # customer #\n"=0A= " CustomerID =3D> 'mail',\n"=0A= " CustomerUserListFields =3D> ['cn', 'mail'],\n"=0A= " CustomerUserSearchFields =3D> ['uid', 'cn', 'mail'],\n"=0A= " CustomerUserSearchPrefix =3D> '',\n"=0A= " CustomerUserSearchSuffix =3D> '*',\n"=0A= " CustomerUserSearchListLimit =3D> 250,\n"=0A= " CustomerUserPostMasterSearchFields =3D> ['mail'],\n"=0A= " CustomerUserNameFields =3D> ['givenname', 'sn'],\n"=0A= " # show not own tickets in customer panel, CompanyTickets\n"=0A= " CustomerUserExcludePrimaryCustomerID =3D> 0,\n"=0A= " # add a ldap filter for valid users (expert setting)\n"=0A= "# CustomerUserValidFilter =3D> '(!(description=3Dlocked))',\n"=0A= " # admin can't change customer preferences\n"=0A= " AdminSetPreferences =3D> 0,\n"=0A= " Map =3D> [\n"=0A= " # note: Login, Email and CustomerID needed!\n"=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), = required, storage-type, http-link, readonly\n"=0A= " [ 'UserTitle', 'Title', 'title', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserLastname', 'Lastname', 'sn', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserLogin', 'Username', 'uid', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserEmail', 'Email', 'mail', 1, 1, = 'var', '', 0 ],\n"=0A= " [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, = 'var', '', 0 ],\n"=0A= "# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, = 0, 'var', '', 0 ],\n"=0A= " [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserAddress', 'Address', 'postaladdress', 1, 0, = 'var', '', 0 ],\n"=0A= " [ 'UserComment', 'Comment', 'description', 1, 0, = 'var', '', 0 ],\n"=0A= " ],\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:604=0A= msgid ""=0A= "It is possible to integrate up to 10 different customer backends. Use = the "=0A= "customer management interface in OTRS to view or edit (assuming write = access "=0A= "is enabled) all customer data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/external-backends.xml:612=0A= msgid "Backends to authenticate Agents and Customers"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:615=0A= msgid ""=0A= "OTRS offers the option to authenticate agents and customers against "=0A= "different backends."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/external-backends.xml:619=0A= msgid "Authentication backends for Agents"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:622=0A= #, fuzzy=0A= msgid "DB (Default)"=0A= msgstr "Base de Dados(Padr=C3=A3o)"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:625=0A= msgid ""=0A= "The backend to authenticate agents which is used by default is the OTRS = "=0A= "database. Agents can be added and edited via the <link = linkend=3D\"adminarea-"=0A= "agents\">agent management interface</link> in the <link = linkend=3D\"adminarea"=0A= "\">Admin page</link> (see Example 11-6 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:629=0A= msgid "Authenticate agents against a DB backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:633=0A= #, no-wrap=0A= msgid " $Self->{'AuthModule'} =3D 'Kernel::System::Auth::DB';\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:645=0A= msgid ""=0A= "If an LDAP directory has all your agent data stored, you can use the = LDAP "=0A= "module to authenticate your users in OTRS (see Example 11-7 below). = This "=0A= "module has only read access to the LDAP tree, which means that you = cannot "=0A= "edit your user data via the <link linkend=3D'adminarea-agents'>agent "=0A= "management interface</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:649=0A= msgid "Authenticate agents against an LDAP backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:653=0A= #, no-wrap=0A= msgid ""=0A= "# This is an example configuration for an LDAP auth. backend.\n"=0A= "# (Make sure Net::LDAP is installed!)\n"=0A= "$Self->{'AuthModule'} =3D 'Kernel::System::Auth::LDAP';\n"=0A= "$Self->{'AuthModule::LDAP::Host'} =3D 'ldap.example.com';\n"=0A= "$Self->{'AuthModule::LDAP::BaseDN'} =3D 'dc=3Dexample,dc=3Dcom';\n"=0A= "$Self->{'AuthModule::LDAP::UID'} =3D 'uid';\n"=0A= "\n"=0A= "# Check if the user is allowed to auth in a posixGroup\n"=0A= "# (e. g. user needs to be in a group xyz to use otrs)\n"=0A= "$Self->{'AuthModule::LDAP::GroupDN'} =3D = 'cn=3Dotrsallow,ou=3DposixGroups,dc=3Dexample,dc=3Dcom';\n"=0A= "$Self->{'AuthModule::LDAP::AccessAttr'} =3D 'memberUid';\n"=0A= "# for ldap posixGroups objectclass (just uid)\n"=0A= "# $Self->{'AuthModule::LDAP::UserAttr'} =3D 'UID';\n"=0A= "# for non ldap posixGroups objectclass (with full user dn)\n"=0A= "# $Self->{'AuthModule::LDAP::UserAttr'} =3D 'DN';\n"=0A= "\n"=0A= "# The following is valid but would only be necessary if the\n"=0A= "# anonymous user do NOT have permission to read from the LDAP tree\n"=0A= "$Self->{'AuthModule::LDAP::SearchUserDN'} =3D '';\n"=0A= "$Self->{'AuthModule::LDAP::SearchUserPw'} =3D '';\n"=0A= "\n"=0A= "# in case you want to add always one filter to each ldap query, use\n"=0A= "# this option. e. g. AlwaysFilter =3D> '(mail=3D*)' or AlwaysFilter = =3D> '(objectclass=3Duser)'\n"=0A= "$Self->{'AuthModule::LDAP::AlwaysFilter'} =3D '';\n"=0A= "\n"=0A= "# in case you want to add a suffix to each login name, then\n"=0A= "# you can use this option. e. g. user just want to use user but\n"=0A= "# in your ldap directory exists user@domain.\n"=0A= "# $Self->{'AuthModule::LDAP::UserSuffix'} =3D '@domain.com';\n"=0A= "\n"=0A= "# Net::LDAP new params (if needed - for more info see perldoc = Net::LDAP)\n"=0A= "$Self->{'AuthModule::LDAP::Params'} =3D {\n"=0A= " port =3D> 389,\n"=0A= " timeout =3D> 120,\n"=0A= " async =3D> 0,\n"=0A= " version =3D> 3,\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:696=0A= msgid ""=0A= "The configuration parameters shown in the script below can be used to "=0A= "synchronize the user data from your LDAP directory into your local OTRS = "=0A= "database. This reduces the number of requests to your LDAP server and = speeds "=0A= "up the authentication with OTRS. The data synchronization is done when = the "=0A= "agent authenticates the first time. Although the data can be = syncronized "=0A= "into the local OTRS database, the LDAP directory is the last instance = for "=0A= "the authentication, so an inactive user in the LDAP tree can't = authenticate "=0A= "to OTRS, even when the account data is already stored in the OTRS = database. "=0A= "The agent data in the LDAP directory can't be edited via the web = interface "=0A= "of OTRS, so the data has to be managed directly in the LDAP tree."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:701=0A= #, no-wrap=0A= msgid ""=0A= "# defines AuthSyncBackend (AuthSyncModule) for AuthModule\n"=0A= "# if this key exists and is empty, there won't be a sync.\n"=0A= "# example values: AuthSyncBackend, AuthSyncBackend2\n"=0A= "$Self->{'AuthModule::UseSyncBackend'} =3D 'AuthSyncBackend';\n"=0A= "\n"=0A= "# agent data sync against ldap\n"=0A= "$Self->{'AuthSyncModule'} =3D 'Kernel::System::Auth::Sync::LDAP';\n"=0A= "$Self->{'AuthSyncModule::LDAP::Host'} =3D 'ldap://ldap.example.com/';\n"=0A= "$Self->{'AuthSyncModule::LDAP::BaseDN'} =3D 'dc=3Dotrs, dc=3Dorg';\n"=0A= "$Self->{'AuthSyncModule::LDAP::UID'} =3D 'uid';\n"=0A= "$Self->{'AuthSyncModule::LDAP::SearchUserDN'} =3D 'uid=3Dsys, = ou=3Duser, dc=3Dotrs, dc=3Dorg';\n"=0A= "$Self->{'AuthSyncModule::LDAP::SearchUserPw'} =3D 'some_pass';\n"=0A= "$Self->{'AuthSyncModule::LDAP::UserSyncMap'} =3D {\n"=0A= " # DB -> LDAP\n"=0A= " UserFirstname =3D> 'givenName',\n"=0A= " UserLastname =3D> 'sn',\n"=0A= " UserEmail =3D> 'mail',\n"=0A= "};\n"=0A= "[...]\n"=0A= "\n"=0A= "# AuthSyncModule::LDAP::UserSyncInitialGroups\n"=0A= "# (sync following group with rw permission after initial create of = first agent\n"=0A= "# login)\n"=0A= "$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} =3D [\n"=0A= " 'users',\n"=0A= "];\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:731=0A= msgid ""=0A= "<emphasis>Script: Synchronizing the user data from the LDAP directory = into "=0A= "the OTRS database.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:737=0A= #, fuzzy=0A= msgid "HTTPBasicAuth for Agents"=0A= msgstr "HTTPBasicAuth para Agentes"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:740=0A= msgid ""=0A= "If you want to implement a \"single sign on\" solution for all your = agents, "=0A= "you can use HTTP basic authentication (for all your systems) and the "=0A= "HTTPBasicAuth module for OTRS (see Example 11-8 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:744=0A= msgid "Authenticate Agents using HTTPBasic"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:748=0A= #, no-wrap=0A= msgid ""=0A= "# This is an example configuration for an apache ($ENV{REMOTE_USER})\n"=0A= "# auth. backend. Use it if you want to have a singe login through\n"=0A= "# apache http-basic-auth\n"=0A= "$Self->{'AuthModule'} =3D 'Kernel::System::Auth::HTTPBasicAuth';\n"=0A= "\n"=0A= "# Note:\n"=0A= "#\n"=0A= "# If you use this module, you should use as fallback\n"=0A= "# the following configuration settings if the user is not authorized\n"=0A= "# apache ($ENV{REMOTE_USER})\n"=0A= "$Self->{LoginURL} =3D = 'http://host.example.com/not-authorised-for-otrs.html';\n"=0A= "$Self->{LogoutURL} =3D = 'http://host.example.com/thanks-for-using-otrs.html';\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:768=0A= #: en/content/administration/external-backends.xml:909=0A= msgid "Radius"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:771=0A= msgid ""=0A= "The configuration parameters shown in Example 11-9 can be used to "=0A= "authenticate agents against a Radius server."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:775=0A= msgid "Authenticate Agents against a Radius backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:779=0A= #, no-wrap=0A= msgid ""=0A= "# This is example configuration to auth. agents against a radius = server\n"=0A= "$Self->{'AuthModule'} =3D 'Kernel::System::Auth::Radius';\n"=0A= "$Self->{'AuthModule::Radius::Host'} =3D 'radiushost';\n"=0A= "$Self->{'AuthModule::Radius::Password'} =3D 'radiussecret';\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/external-backends.xml:793=0A= msgid "Authentication backends for Customers"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:799=0A= msgid ""=0A= "The default user authentication backend for customers in OTRS is the = OTRS "=0A= "database. With this backend, all customer data can be edited via the = web "=0A= "interface of OTRS (see Example 11-10 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:803=0A= msgid "Customer user authentication against a DB backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:807=0A= #, no-wrap=0A= msgid ""=0A= "# This is the auth. module againt the otrs db\n"=0A= "$Self->{'Customer::AuthModule'} =3D = 'Kernel::System::CustomerAuth::DB';\n"=0A= "$Self->{'Customer::AuthModule::DB::Table'} =3D 'customer_user';\n"=0A= "$Self->{'Customer::AuthModule::DB::CustomerKey'} =3D 'login';\n"=0A= "$Self->{'Customer::AuthModule::DB::CustomerPassword'} =3D 'pw';\n"=0A= "#$Self->{'Customer::AuthModule::DB::DSN'} =3D = \"DBI:mysql:database=3Dcustomerdb;host=3Dcustomerdbhost\";\n"=0A= "#$Self->{'Customer::AuthModule::DB::User'} =3D \"some_user\";\n"=0A= "#$Self->{'Customer::AuthModule::DB::Password'} =3D \"some_password\";\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:826=0A= msgid ""=0A= "If you have an LDAP directory with all your customer data, you can use = the "=0A= "LDAP module to authenticate your customers to OTRS (see Example 11-11 "=0A= "below). Because this module has only read-access to the LDAP backend, = it is "=0A= "not possible to edit the customer data via the OTRS web interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:830=0A= msgid "Customer user authentication against an LDAP backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:834=0A= #, no-wrap=0A= msgid ""=0A= "# This is an example configuration for an LDAP auth. backend.\n"=0A= "# (make sure Net::LDAP is installed!)\n"=0A= "$Self->{'Customer::AuthModule'} =3D = 'Kernel::System::CustomerAuth::LDAP';\n"=0A= "$Self->{'Customer::AuthModule::LDAP::Host'} =3D 'ldap.example.com';\n"=0A= "$Self->{'Customer::AuthModule::LDAP::BaseDN'} =3D = 'dc=3Dexample,dc=3Dcom';\n"=0A= "$Self->{'Customer::AuthModule::LDAP::UID'} =3D 'uid';\n"=0A= "\n"=0A= "# Check if the user is allowed to auth in a posixGroup\n"=0A= "# (e. g. user needs to be in a group xyz to use otrs)\n"=0A= "$Self->{'Customer::AuthModule::LDAP::GroupDN'} =3D = 'cn=3Dotrsallow,ou=3DposixGroups,dc=3Dexample,dc=3Dcom';\n"=0A= "$Self->{'Customer::AuthModule::LDAP::AccessAttr'} =3D 'memberUid';\n"=0A= "# for ldap posixGroups objectclass (just uid)\n"=0A= "$Self->{'Customer::AuthModule::LDAP::UserAttr'} =3D 'UID';\n"=0A= "# for non ldap posixGroups objectclass (full user dn)\n"=0A= "#$Self->{'Customer::AuthModule::LDAP::UserAttr'} =3D 'DN';\n"=0A= "\n"=0A= "# The following is valid but would only be necessary if the\n"=0A= "# anonymous user does NOT have permission to read from the LDAP tree\n"=0A= "$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =3D '';\n"=0A= "$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =3D '';\n"=0A= "\n"=0A= "# in case you want to add always one filter to each ldap query, use\n"=0A= "# this option. e. g. AlwaysFilter =3D> '(mail=3D*)' or AlwaysFilter = =3D> '(objectclass=3Duser)'\n"=0A= "$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} =3D '';\n"=0A= "\n"=0A= "# in case you want to add a suffix to each customer login name, then\n"=0A= "# you can use this option. e. g. user just want to use user but\n"=0A= "# in your ldap directory exists user@domain.\n"=0A= "#$Self->{'Customer::AuthModule::LDAP::UserSuffix'} =3D '@domain.com';\n"=0A= "\n"=0A= "# Net::LDAP new params (if needed - for more info see perldoc = Net::LDAP)\n"=0A= "$Self->{'Customer::AuthModule::LDAP::Params'} =3D {\n"=0A= " port =3D> 389,\n"=0A= " timeout =3D> 120,\n"=0A= " async =3D> 0,\n"=0A= " version =3D> 3,\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/external-backends.xml:879=0A= #, fuzzy=0A= msgid "HTTPBasicAuth for customers"=0A= msgstr "HTTPBasicAuth para clientes"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:882=0A= msgid ""=0A= "If you want to implement a \"single sign on\" solution for all your = customer "=0A= "users, you can use HTTPBasic authentication (for all your systems) and = use "=0A= "the HTTPBasicAuth module with OTRS (no login is needed with OTRS any = more). "=0A= "See Example 11-12 below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:886=0A= msgid "Customer user authentication with HTTPBasic"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:890=0A= #, no-wrap=0A= msgid ""=0A= "# This is an example configuration for an apache ($ENV{REMOTE_USER})\n"=0A= "# auth. backend. Use it if you want to have a singe login through\n"=0A= "# apache http-basic-auth\n"=0A= "$Self->{'Customer::AuthModule'} =3D = 'Kernel::System::CustomerAuth::HTTPBasicAuth';\n"=0A= "\n"=0A= "# Note:\n"=0A= "# If you use this module, you should use the following\n"=0A= "# config settings as fallback, if user isn't login through\n"=0A= "# apache ($ENV{REMOTE_USER})\n"=0A= "$Self->{CustomerPanelLoginURL} =3D = 'http://host.example.com/not-authorised-for-otrs.html';\n"=0A= "$Self->{CustomerPanelLogoutURL} =3D = 'http://host.example.com/thanks-for-using-otrs.html';\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/external-backends.xml:912=0A= msgid ""=0A= "The settings shown in Example 11-13 can be used to authenticate your "=0A= "customers against a Radius server."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/external-backends.xml:916=0A= msgid "Customer user authentication against a Radius backend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><programlisting>=0A= #: en/content/administration/external-backends.xml:920=0A= #, no-wrap=0A= msgid ""=0A= "# This is a example configuration to auth. customer against a radius = server\n"=0A= "$Self->{'Customer::AuthModule'} =3D 'Kernel::System::Auth::Radius';\n"=0A= "$Self->{'Customer::AuthModule::Radius::Host'} =3D 'radiushost';\n"=0A= "$Self->{'Customer::AuthModule::Radius::Password'} =3D 'radiussecret';\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/external-backends.xml:936=0A= msgid "Customizing the customer self-registration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:939=0A= msgid ""=0A= "It is possible to customize the self-registration for new customers, "=0A= "accessible via the customer.pl panel. New optional or required fields, = like "=0A= "room number, address or state can be added."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/external-backends.xml:943=0A= msgid ""=0A= "The following example shows how you can specify a required field in the = "=0A= "customer database, in this case to store the room number of a customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/external-backends.xml:947=0A= #, fuzzy=0A= msgid "Customizing the web interface"=0A= msgstr "Personaliza=C3=A7=C3=A3o da interface web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:950=0A= msgid ""=0A= "To display the new field for the room number in the customer.pl web "=0A= "interface, the .dtl file responsible for the layout in this interface = has to "=0A= "be modified. Edit the = <filename>Kernel/Output/HTML/Standard/CustomerLogin."=0A= "dtl</filename> file, adding the new field around line 80 (see Script = below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:955=0A= #, no-wrap=0A= msgid ""=0A= "[...]\n"=0A= "<div class=3D\"NewLine\">\n"=0A= " <label = for=3D\"Room\">$Text{\"Room{CustomerUser}\"}</label>\n"=0A= " <input title=3D\"$Text{\"Room Number\"}\" name=3D\"Room\" = type=3D\"text\" id=3D\"UserRoom\" maxlength=3D\"50\" />\n"=0A= "</div>\n"=0A= "[...]\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:965=0A= msgid ""=0A= "<emphasis>Script: Displaying a new field in the web = interface.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/external-backends.xml:971=0A= #, fuzzy=0A= msgid "Customer mapping"=0A= msgstr "Mapeamento de cliente"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:974=0A= msgid ""=0A= "In the next step, the customer mapping has to be expanded with the new = entry "=0A= "for the room number. To ensure that the changes are not lost after an "=0A= "update, put the \"CustomerUser\" settings from the = <filename>Kernel/Config/"=0A= "Defaults.pm</filename> into the <filename>Kernel/Config.pm</filename>. = Now "=0A= "change the MAP array and add the new room number field, as shown in the = "=0A= "script below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/external-backends.xml:979=0A= #, no-wrap=0A= msgid ""=0A= "# CustomerUser\n"=0A= "# (customer database backend and settings)\n"=0A= "$Self->{CustomerUser} =3D {\n"=0A= " Name =3D> 'Database Backend',\n"=0A= " Module =3D> 'Kernel::System::CustomerUser::DB',\n"=0A= " Params =3D> {\n"=0A= " # if you want to use an external database, add the\n"=0A= " # required settings\n"=0A= "# DSN =3D> 'DBI:odbc:yourdsn',\n"=0A= "# Type =3D> 'mssql', # only for ODBC connections\n"=0A= "# DSN =3D> = 'DBI:mysql:database=3Dcustomerdb;host=3Dcustomerdbhost',\n"=0A= "# User =3D> '',\n"=0A= "# Password =3D> '',\n"=0A= " Table =3D> 'customer_user',\n"=0A= " },\n"=0A= " # customer unique id\n"=0A= " CustomerKey =3D> 'login',\n"=0A= " # customer #\n"=0A= " CustomerID =3D> 'customer_id',\n"=0A= " CustomerValid =3D> 'valid_id',\n"=0A= " CustomerUserListFields =3D> ['first_name', 'last_name', 'email'],\n"=0A= "# CustomerUserListFields =3D> ['login', 'first_name', 'last_name', = 'customer_id', 'email'],\n"=0A= " CustomerUserSearchFields =3D> ['login', 'last_name', = 'customer_id'],\n"=0A= " CustomerUserSearchPrefix =3D> '',\n"=0A= " CustomerUserSearchSuffix =3D> '*',\n"=0A= " CustomerUserSearchListLimit =3D> 250,\n"=0A= " CustomerUserPostMasterSearchFields =3D> ['email'],\n"=0A= " CustomerUserNameFields =3D> ['title', 'first_name', 'last_name'],\n"=0A= " CustomerUserEmailUniqCheck =3D> 1,\n"=0A= "# # show not own tickets in customer panel, CompanyTickets\n"=0A= "# CustomerUserExcludePrimaryCustomerID =3D> 0,\n"=0A= "# # generate auto logins\n"=0A= "# AutoLoginCreation =3D> 0,\n"=0A= "# AutoLoginCreationPrefix =3D> 'auto',\n"=0A= "# # admin can change customer preferences\n"=0A= "# AdminSetPreferences =3D> 1,\n"=0A= "# # cache time to live in sec. - cache database queries\n"=0A= "# CacheTTL =3D> 0,\n"=0A= "# # just a read only source\n"=0A= "# ReadOnly =3D> 1,\n"=0A= " Map =3D> [\n"=0A= "\n"=0A= " # note: Login, Email and CustomerID needed!\n"=0A= " # var, frontend, storage, shown (1=3Dalways,2=3Dlite), = required, storage-type, http-link, readonly, http-link-target\n"=0A= " [ 'UserTitle', 'Title', 'title', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserLogin', 'Username', 'login', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserEmail', 'Email', 'email', 1, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', = '', 0 ],\n"=0A= " [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserRoom', 'Room', 'room', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserStreet', 'Street', 'street', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserCity', 'City', 'city', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserCountry', 'Country', 'country', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', = '', 0 ],\n"=0A= " [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', = '', 0 ],\n"=0A= " ],\n"=0A= " # default selections\n"=0A= " Selections =3D> {\n"=0A= " UserTitle =3D> {\n"=0A= " 'Mr.' =3D> 'Mr.',\n"=0A= " 'Mrs.' =3D> 'Mrs.',\n"=0A= " },\n"=0A= " },\n"=0A= "};\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:1053=0A= msgid "<emphasis>Script: Changing the map array.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/external-backends.xml:1059=0A= msgid "Customizing the customer_user table in the OTRS DB"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:1062=0A= msgid ""=0A= "The last step is to add the new room number column to the customer_user = "=0A= "table in the OTRS database (see Script below). In this column, the = entries "=0A= "for the room numbers will be stored."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screen>=0A= #: en/content/administration/external-backends.xml:1067=0A= #, no-wrap=0A= msgid ""=0A= "linux:~# mysql -p\n"=0A= "Enter password:\n"=0A= "Welcome to the MySQL monitor. Commands end with ; or \\g.\n"=0A= "Your MySQL connection id is 6 to server version: 5.0.18-Debian_7-log\n"=0A= "\n"=0A= "Type 'help;' or '\\h' for help. Type '\\c' to clear the buffer.\n"=0A= "\n"=0A= "mysql> use otrs;\n"=0A= "Reading table information for completion of table and column names\n"=0A= "You can turn off this feature to get a quicker startup with -A\n"=0A= "\n"=0A= "Database changed\n"=0A= "mysql> ALTER TABLE customer_user ADD room VARCHAR (200);\n"=0A= "Query OK, 3 rows affected (0.01 sec)\n"=0A= "Records: 3 Duplicates: 0 Warnings: 0\n"=0A= "\n"=0A= "mysql> quit\n"=0A= "Bye\n"=0A= "linux:~#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:1090=0A= msgid ""=0A= "<emphasis>Script: Adding a new column to the customer_user = table.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/external-backends.xml:1094=0A= msgid ""=0A= "Now the new field for the room should be displayed in the Customer "=0A= "Information panel if filled, and in the Customer User administration "=0A= "screens. Also, new customers should have to insert their room number if = they "=0A= "register a new account. If you use OTRS on Microsoft IIS, you should = restart "=0A= "the web server to activate the changes made in <filename>Config.pm</"=0A= "filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/scheduler.xml:5=0A= #, fuzzy=0A= msgid "OTRS Scheduler"=0A= msgstr "Agendador do OTRS"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/scheduler.xml:7=0A= msgid ""=0A= "The OTRS Scheduler is an independent system process that executes tasks = in "=0A= "background. These kind of processes are know as = <emphasis>daemons</emphasis> "=0A= "in Unix / Linux systems or as <emphasis>services</emphasis> on Windows "=0A= "environments. It is independent but that doesn't mean that the = Scheduler "=0A= "does everything alone, it is fully integrated into OTRS and can use any = OTRS "=0A= "module as needed to complete each task."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/scheduler.xml:13=0A= msgid ""=0A= "Currently the OTRS Scheduler is only able to handle Generic Interface = tasks. "=0A= "These kind of tasks execute invokers that send requests to remote = systems. "=0A= "Other handlers for different tasks will be added in future OTRS = versions."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/scheduler.xml:18=0A= msgid ""=0A= "For sanity reasons the Scheduler process needs to be restarted from = time to "=0A= "time. This is done automatically by the scheduler process itself once a = day, "=0A= "but it can be adjusted as needed using the SysConfig by editing the "=0A= "\"Scheduler::RestartAfterSeconds\" setting."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/scheduler.xml:23=0A= msgid ""=0A= "The OTRS Scheduler is a fully automated process, the only needed human "=0A= "interaction is to check its status periodically and start or stop it as = "=0A= "needed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: en/content/administration/scheduler.xml:28=0A= msgid ""=0A= "If the Scheduler is stopped for any reason, all pending tasks and new = tasks "=0A= "registered when the Scheduler is stopped will be executed as soon as = the "=0A= "Scheduler starts again (unless the tasks are set to be executed in the "=0A= "future)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/scheduler.xml:34=0A= #, fuzzy=0A= msgid "Scheduler Graphical Interface"=0A= msgstr "Interface grafica do agendador"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/scheduler.xml:36=0A= msgid ""=0A= "The Scheduler is not visible in the OTRS Graphical User Interface = unless it "=0A= "stops running."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/scheduler.xml:39=0A= msgid "Scheduler Not Running Notification"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:41=0A= msgid ""=0A= "There are two different types of notifications if the system detects = that "=0A= "the scheduler is not running. This detection is based on the update "=0A= "frequency of the Scheduler process. If the difference between current = time "=0A= "and the last process update time is 2 times the process update = frequency a "=0A= "warning message will be displayed in the OTRS notification area. If it = is "=0A= "over 4 times the process frequency then an alert will be displayed = instead."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:49=0A= msgid ""=0A= "The Scheduler process update time can be configured via the SysConfig = in the "=0A= "\"Scheduler::PIDUpdateTime\" setting."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:53=0A= msgid ""=0A= "If you see a warning message it is not always necessary to take an = action, "=0A= "but it is highly recommended to check if the scheduler process is = running. "=0A= "If you see an alert, then there is a high chance that the scheduler is = in "=0A= "fact not running and should be started."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:59=0A= msgid ""=0A= "By default the Scheduler not running notification is enabled, if there = is a "=0A= "valid web service registered in the database, and is only displayed to = the "=0A= "users in the \"admin\" group."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:64=0A= msgid ""=0A= "To disable the notification (not recommended) or to change or add the "=0A= "notification groups, please edit the \"Frontend::NotifyModule###800-"=0A= "Scheduler-Check\" setting in the SysConfig."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/scheduler.xml:70=0A= #, fuzzy=0A= msgid "Scheduler Notification"=0A= msgstr "Notifica=C3=A7=C3=A3o do agendador"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/scheduler.xml:70=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"scheduler "=0A= "notification - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/scheduler-"=0A= "notify.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:75=0A= msgid "<emphasis>Figure: Scheduler notification.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/scheduler.xml:79=0A= #: en/content/administration/scheduler.xml:99=0A= msgid "Start Scheduler"=0A= msgstr "Iniciar Agendador"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:81=0A= msgid ""=0A= "By clicking on the Scheduler not running notification link (either = warning "=0A= "or alert) a dialog box will open to let you start the Scheduler process = "=0A= "again. The Scheduler can be started normally or forced to start, by = clicking "=0A= "on the appropriate check box in the dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:88=0A= msgid ""=0A= "A forced Scheduler start is only necessary if previous Scheduler = process was "=0A= "terminated abnormally and the Process ID is still registered in the = database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:93=0A= msgid ""=0A= "To have full control of the Scheduler process and to check it real = status "=0A= "please use the command line tools described below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/scheduler.xml:99=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"scheduler "=0A= "start - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/scheduler-start.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/scheduler.xml:104=0A= msgid "<emphasis>Figure: Start Scheduler.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/scheduler.xml:109=0A= msgid "Scheduler Command Line Interface"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/scheduler.xml:111=0A= msgid ""=0A= "The Scheduler command line tools let you control the Scheduler process "=0A= "(Start / Stop) or query it status. There are also tools to register the = "=0A= "process to be controlled by the operating system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/scheduler.xml:116=0A= msgid ""=0A= "Included with OTRS there are two set of CLI tools, one for Unix / Linux = OS "=0A= "and another for MS Windows OS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/scheduler.xml:120=0A= msgid "Unix / Linux"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/scheduler.xml:122=0A= msgid "Scheduler Init.d Files"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:124=0A= msgid ""=0A= "Init.d files are special scripts that are called by the operating = system at "=0A= "startup and shutdown (or restart) times."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:128=0A= msgid ""=0A= "OTRS provide init.d scripts to start / stop the OTRS Scheduler process "=0A= "automatically by the operating system, these scripts are located under "=0A= "OTRS_HOME/scripts."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:133=0A= msgid ""=0A= "Init.d scripts need to be copied to the correct location for your = operating "=0A= "system. They need to have the proper permissions and some internal = variables "=0A= "need to be set to work properly."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><title>=0A= #: en/content/administration/scheduler.xml:138=0A= msgid "Init.d Script Internal Variables"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:141=0A= msgid "<command>OTRS_HOME</command> - the path of your OTRS = installation."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:146=0A= msgid "<command>User</command> - the apache process user name."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:151=0A= msgid "<command>Group</command> - the apache process user's group name."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:157=0A= msgid "Currently there are only init.d scripts for Linux platforms."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><table><title>=0A= #: en/content/administration/scheduler.xml:161=0A= msgid "List of Init Scripts And Supported Operating Systems"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><thead><row><entry>=0A= #: en/content/administration/scheduler.xml:165=0A= msgid "Init Script"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><thead><row><entry>=0A= #: en/content/administration/scheduler.xml:166=0A= msgid "Supported OS"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/scheduler.xml:171=0A= msgid "otrs-scheduler-linux"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/scheduler.xml:172=0A= msgid "Red Hat, Fedora, CentOS, SUSE, openSUSE, Debian, Ubuntu"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/scheduler.xml:175=0A= msgid "otrs-scheduler-gentoo-init.d, otrs-scheduler-gentoo-conf.d"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/scheduler.xml:176=0A= #, fuzzy=0A= msgid "Gentoo"=0A= msgstr "Gentoo"=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/scheduler.xml:182=0A= msgid "Example To Start The OTRS Scheduler Form An Init.d Script"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:185=0A= #, no-wrap=0A= msgid ""=0A= " shell> /etc/init.d/otrs-scheduler-linux = start\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><title>=0A= #: en/content/administration/scheduler.xml:190=0A= #, fuzzy=0A= msgid "Available Actions"=0A= msgstr "A=C3=A7=C3=B5es Dispon=C3=ADveis"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:193=0A= msgid "<command>start</command> to start the OTRS Scheduler process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:198=0A= msgid "<command>stop</command> to stop the OTRS Scheduler process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:203=0A= msgid "<command>restart</command> to restart the OTRS Scheduler process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:208=0A= msgid "<command>status</command> to query the OTRS Scheduler process = status."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:213=0A= msgid ""=0A= "The Scheduler needs the database to be available to register its = Process ID, "=0A= "for this reason is necessary to:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:218=0A= msgid ""=0A= "Execute the Scheduler init.d script to <emphasis>start</emphasis> the "=0A= "Scheduler process after the database process is up and running."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:224=0A= msgid ""=0A= "Execute the Scheduler init.d script to <emphasis>stop</emphasis> the "=0A= "Scheduler before the database process shuts down."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:232=0A= msgid ""=0A= "If you want the Scheduler to run at system startup, please read the "=0A= "documentation of the operating system to find out the right location to = "=0A= "place the init.d scripts, how to configure them to run automatically = and how "=0A= "to set the run order."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/scheduler.xml:240=0A= #, fuzzy=0A= msgid "Scheduler Daemon File"=0A= msgstr "Arquivo de servi=C3=A7o do agendador"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:242=0A= #: en/content/administration/scheduler.xml:376=0A= msgid ""=0A= "This is the part of the Scheduler that stays running in the background "=0A= "checking for tasks to execute. It also provides the main functions to "=0A= "control the process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:247=0A= msgid ""=0A= "All Unix / Linux uses the file = <command>OTRS_HOME/bin/otrs.Scheduler.pl</"=0A= "command>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/scheduler.xml:251=0A= #: en/content/administration/scheduler.xml:385=0A= msgid "Example To Start The OTRS Scheduler"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:254=0A= #, no-wrap=0A= msgid ""=0A= " shell> OTRS_HOME/bin/otrs.Scheduler.pl -a = start\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><title>=0A= #: en/content/administration/scheduler.xml:259=0A= #: en/content/administration/scheduler.xml:339=0A= #: en/content/administration/scheduler.xml:393=0A= #, fuzzy=0A= msgid "Available Options"=0A= msgstr "Op=C3=A7=C3=B5es Dispon=C3=ADveis"=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:262=0A= #: en/content/administration/scheduler.xml:342=0A= #: en/content/administration/scheduler.xml:396=0A= msgid "<command>-a </command> action."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/administration/scheduler.xml:268=0A= #: en/content/administration/scheduler.xml:402=0A= msgid "<command>start</command>- to start the Scheduler process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/administration/scheduler.xml:273=0A= #: en/content/administration/scheduler.xml:407=0A= msgid "<command>stop</command>- to stop the Scheduler process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/administration/scheduler.xml:278=0A= #: en/content/administration/scheduler.xml:412=0A= msgid "<command>status</command>- to query Scheduler process status."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/scheduler.xml:285=0A= #: en/content/administration/scheduler.xml:419=0A= msgid ""=0A= "<command>-f </command> to force the start or stop of the Scheduler = process."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/scheduler.xml:291=0A= #: en/content/administration/scheduler.xml:425=0A= msgid "Example To Force Stop The OTRS Scheduler"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:294=0A= #, no-wrap=0A= msgid ""=0A= " shell> OTRS_HOME/bin/otrs.Scheduler.pl -a = stop -f 1\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:300=0A= msgid ""=0A= "Force stop the Scheduler is used remove the process ID from the = database "=0A= "when the scheduler is not running and the process is still registered."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:304=0A= msgid ""=0A= "Force start the Scheduler is used to start the Scheduler process if the = "=0A= "scheduler is not running and the process is registered."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:308=0A= msgid ""=0A= "Force start or stop are only necessary if the start of the process is = needed "=0A= "to be done before the process update time expires. Otherwise an expired = "=0A= "entry in the database is discarded by normal start."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/scheduler.xml:317=0A= #, fuzzy=0A= msgid "Windows"=0A= msgstr "Windows"=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/scheduler.xml:319=0A= #, fuzzy=0A= msgid "Scheduler Service Installer"=0A= msgstr "Instalador do servi=C3=A7o agendador"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:321=0A= msgid ""=0A= "The integration of the services into the MS Windows Operating System is = done "=0A= "via the Windows Service Control Manager (SCM). In order to make the = OTRS "=0A= "Scheduler process to be controlled by the SCM is necessary to register = this "=0A= "service"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:326=0A= msgid ""=0A= "OTRS provides the script = <command>OTRS_HOME/bin/otrs.Scheduler4WinInstaller."=0A= "pl</command> to register or unregister the OTRS Scheduler into the SCM."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><example><title>=0A= #: en/content/administration/scheduler.xml:331=0A= msgid "Example To Register The OTRS Scheduler Into the Widows SCM"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:334=0A= #, no-wrap=0A= msgid ""=0A= " shell> = OTRS_HOME/bin/otrs.Scheduler4WinInstaller.pl -a install\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/administration/scheduler.xml:348=0A= msgid ""=0A= "<command>install</command>- to install the Scheduler process into the "=0A= "Windows SCM."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><itemizedlist= ><listitem><para>=0A= #: en/content/administration/scheduler.xml:354=0A= msgid ""=0A= "<command>remove</command>- to remove the Scheduler process from the = Windows "=0A= "SCM."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:362=0A= msgid ""=0A= "After installing into the Widows SCM the OTRS Scheduler process can be = used "=0A= "like any other service in Windows. It can be started, stopped and = restarted "=0A= "and can be configured to be started manually or automatic."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:368=0A= msgid ""=0A= "To learn more about Windows Services and the Windows SCM please read = the "=0A= "Windows documentation, and Microsoft online help."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: en/content/administration/scheduler.xml:374=0A= #, fuzzy=0A= msgid "Scheduler Service File"=0A= msgstr "Arquivo de servi=C3=A7o do agendador"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: en/content/administration/scheduler.xml:381=0A= msgid ""=0A= "Windows Operating System uses the file <command>OTRS_HOME/bin/otrs."=0A= "Scheduler4Win.pl</command>."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:388=0A= #, no-wrap=0A= msgid ""=0A= " shell> OTRS_HOME/bin/otrs.Scheduler4Win.pl = -a start\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><example><para><screen>=0A= #: en/content/administration/scheduler.xml:428=0A= #, no-wrap=0A= msgid ""=0A= " shell> OTRS_HOME/bin/otrs.Scheduler4Win.pl = -a stop -f 1\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:434=0A= msgid ""=0A= "Force stopping the Scheduler is used to remove the process ID from the "=0A= "database when the scheduler is not running and the process is still "=0A= "registered."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:438=0A= msgid ""=0A= "Force starting the Scheduler is used to start the Scheduler process if = the "=0A= "scheduler is not running and the process is still registered."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: en/content/administration/scheduler.xml:442=0A= msgid ""=0A= "Force start or stop are only necessary if starting the process is = needed to "=0A= "be done before the process update time expires. Otherwise an expired = entry "=0A= "in the database would be discarded by a normal start."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/email/email.xml:6=0A= msgid "Sending/Receiving emails"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/email/email.xml:9=0A= msgid "Sending emails"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:12=0A= msgid "Via Sendmail (default)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:15=0A= msgid ""=0A= "OTRS can send out emails via <ulink url=3D\"http://www.sendmail.org/"=0A= "\">Sendmail</ulink>, <ulink = url=3D\"http://www.postfix.org/\">Postfix</ulink>, "=0A= "<ulink url=3D\"http://www.qmail.org\">Qmail</ulink> or <ulink = url=3D\"http://www."=0A= "exim.org\">Exim</ulink>). The default configuration is to use Sendmail = and "=0A= "should work out-of-the-box."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:19=0A= msgid ""=0A= "You can configure the sendmail settings via the graphical configuration = "=0A= "frontend (Framework::Core::Sendmail)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:25=0A= msgid "Via SMTP server or smarthost"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:28=0A= msgid ""=0A= "OTRS can send emails via SMTP (<ulink = url=3D\"http://www.ietf.org/rfc/rfc821."=0A= "txt\">Simple Mail Transfer Protocol / RFC 821</ulink>) or Secure SMTP. = You "=0A= "will want to use this on non-UNIX platforms (e.g. Windows)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:32=0A= msgid ""=0A= "The SMTP server settings can be configured via the SysConfig = (Framework::"=0A= "Core::Sendmail). If you don't see SMTPS available as an option, the = required "=0A= "Perl modules are missing. In that case, please refer to <link = linkend=3D"=0A= "\"installation-of-perl-modules\">\"Installation of Perl modules = required for "=0A= "OTRS\"</link> for instructions."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/email/email.xml:40=0A= msgid "Receiving emails"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:43=0A= msgid "Mail accounts configured via the OTRS GUI"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:46=0A= msgid ""=0A= "OTRS is able to receive emails from POP3, POP3S, IMAP, and IMAPS mail "=0A= "accounts."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:50=0A= msgid ""=0A= "Configure your mail accounts via the PostMaster Mail Accounts link on = the "=0A= "Admin page."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:54=0A= msgid ""=0A= "If a new mail account is to be created (see Figure below), then its = mail "=0A= "server name, login name and password must be specified. Also, you need = to "=0A= "select the mail server type, which can be POP3, POP3S, IMAP or IMAPS. = If you "=0A= "don't see your server type available as an option, the required Perl = modules "=0A= "are missing on your system. In that case, please refer to <link = linkend=3D"=0A= "\"installation-of-perl-modules\"> \"Installation of Perl modules = required "=0A= "for OTRS\"</link> for instructions."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/email/email.xml:58=0A= #, fuzzy=0A= msgid "Adding a mail account"=0A= msgstr "Adicionando uma conta de e-mail"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/email/email.xml:58=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "postmaster - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-mailaccount."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:64=0A= msgid "<emphasis>Figure: Adding a mail account.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:67=0A= msgid ""=0A= "If you select Yes for the value of the Trusted option, any X-OTRS = headers "=0A= "attached to an incoming message are evaluated and executed. Because the = X-"=0A= "OTRS header can execute some actions in the ticket system, you should = set "=0A= "the Trusted option to Yes only for known senders. X-OTRS-Headers are = used by "=0A= "the <link linkend=3D\"adminarea-postmasterfilter\">filter module</link> = in "=0A= "OTRS. The X-OTRS headers are explained <link = linkend=3D\"table-of-x-otrs-"=0A= "headers\">in this table</link> in more detail. Any postmaster filter = rules "=0A= "created are executed, irrespective of the Trusted option's setting."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:71=0A= msgid ""=0A= "The distribution of incoming messages can be controlled if they need to = be "=0A= "sorted by queue or by the content of the \"To:\" field. For the = Dispatching "=0A= "field, if \"Dispatching by selected queue\" is selected, all incoming "=0A= "messages will be sorted into the specified queue. The address where the = mail "=0A= "was sent to is disregarded in this case. If \"Dispatching by email To: = field"=0A= "\" is selected, the system checks if a queue is linked with the address = in "=0A= "the To: field of the incoming mail. You can link an address to a queue = in "=0A= "the <link linkend=3D\"adminarea-emailaddresses\">E-mail address = management</"=0A= "link> section of the Admin page. If the address in the To: field is = linked "=0A= "with a queue, the new message will be sorted into the linked queue. If = no "=0A= "link is found between the address in the To: field and any queue, then = the "=0A= "message flows into the \"Raw\" queue in the system, which is the <link "=0A= "linkend=3D\"Ticket:Core::PostMaster:PostmasterDefaultQueue"=0A= "\">PostmasterDefaultQueue</link> after a default installation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:75=0A= msgid ""=0A= "All data for the mail accounts are saved in the OTRS database. The "=0A= "<filename>otrs.PostMasterMailbox.pl</filename> script, which is located = in "=0A= "the <filename>bin</filename> directory of your OTRS installation, uses = the "=0A= "settings in the database and fetches the mail. You can execute = <filename>./"=0A= "bin/otrs.PostMasterMailbox.pl</filename> manually to check if all your = mail "=0A= "settings are working properly."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:79=0A= msgid ""=0A= "On a normal installation, the mail will be fetched every 10 minutes by = the "=0A= "<filename>postmaster_mailbox</filename> cron job. For further = information "=0A= "about modifying cron jobs, please refer to the <link = linkend=3D\"cronjobs\">"=0A= "\"Setting up the cron jobs for OTRS\"</link> section."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/email/email.xml:84=0A= msgid ""=0A= "When fetching mail, OTRS deletes the mail from the POP or IMAP server. = There "=0A= "is no option to also keep a copy on the server. If you want to retain a = copy "=0A= "on the server, you should create forwarding rules on your mail server. "=0A= "Please consult your mail server documentation for details."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:91=0A= msgid "Via command line program and procmail (otrs.PostMaster.pl)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:94=0A= msgid ""=0A= "If you cannot use mail accounts to get the email into OTRS, the command = line "=0A= "program <filename>bin/otrs.PostMaster.pl</filename> might be a way = around "=0A= "the problem. It takes the mails via STDIN and pipes them directly into = OTRS. "=0A= "That means email will be available in your OTRS system if the MDA (mail = "=0A= "delivery agent, e.g. procmail) executes this program."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:98=0A= msgid ""=0A= "To test <filename>bin/otrs.PostMaster.pl</filename> without an MDA, = execute "=0A= "the command of the following script."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screen>=0A= #: en/content/administration/email/email.xml:103=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs# cd bin\n"=0A= "linux:/opt/otrs/bin# cat ../doc/sample_mails/test-email-1.box | = ./otrs.PostMaster.pl\n"=0A= "linux:/opt/otrs/bin#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:110=0A= msgid "<emphasis>Script: Testing PostMaster without the MDA.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:114=0A= msgid "If the email is shown in the QueueView, then your setup is = working."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:118=0A= msgid ""=0A= "Procmail is a very common e-mail filter in Linux environments. It is "=0A= "installed on most systems. If not, have a look at the <ulink = url=3D\"http://"=0A= "www.procmail.org/\"><citetitle>procmail homepage</citetitle></ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:122=0A= msgid ""=0A= "To configure procmail for OTRS (based upon a procmail configured MTA = such as "=0A= "sendmail, postfix, exim or qmail), use the = <filename>~otrs/.procmailrc.dist</"=0A= "filename> file and copy it to <filename>.procmailrc</filename> and add = the "=0A= "lines of the script below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/email/email.xml:128=0A= #, no-wrap=0A= msgid ""=0A= "SYS_HOME=3D$HOME\n"=0A= "PATH=3D/bin:/usr/bin:/usr/local/bin\n"=0A= "# --\n"=0A= "# Pipe all email into the PostMaster process.\n"=0A= "# --\n"=0A= ":0 :\n"=0A= "| $SYS_HOME/bin/otrs.PostMaster.pl\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:139=0A= msgid "<emphasis>Script: Configuring procmail for OTRS.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:143=0A= msgid ""=0A= "All email sent to the local OTRS user will be piped into = <filename>bin/otrs."=0A= "PostMaster.pl</filename> and then shown in your QueueView."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:149=0A= msgid "Fetching emails via POP3 or IMAP and fetchmail for = otrs.PostMaster.pl"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:152=0A= msgid ""=0A= "In order to get email from your mail server, via a POP3 or IMAP = mailbox, to "=0A= "the OTRS machine/local OTRS account and to procmail, use <ulink = url=3D\"http://"=0A= "fetchmail.berlios.de/\">fetchmail</ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/email/email.xml:157=0A= msgid "A working SMTP configuration on the OTRS machine is required."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:162=0A= msgid ""=0A= "You can use the <filename>.fetchmailrc.dist</filename> in the home = directory "=0A= "of OTRS and copy it to <filename>.fetchmailrc</filename>. Modfiy/change = it "=0A= "for your needs (see the Example 7-1 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/email/email.xml:166=0A= msgid ".fetchmailrc"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/email/email.xml:170=0A= #, no-wrap=0A= msgid ""=0A= "#poll (mailserver) protocol POP3 user (user) password (password) is = (localuser)\n"=0A= "poll mail.example.com protocol POP3 user joe password mama is otrs\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:178=0A= msgid ""=0A= "Don't forget to set the .fetchmailrc to 710 (\"chmod 710 = .fetchmailrc\")!"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:182=0A= msgid ""=0A= "With the <filename>.fetchmailrc</filename> from the Example 7-1 above, = all "=0A= "email will be forwarded to the local OTRS account, if the command "=0A= "<command>fetchmail -a</command> is executed. Set up a cronjob with this = "=0A= "command if you want to fetch the mails regularly."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/email/email.xml:188=0A= msgid ""=0A= "Filtering/dispatching by OTRS/PostMaster modules (for more complex "=0A= "dispatching)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:191=0A= msgid ""=0A= "If you use the bin/otrs.PostMaster.pl or bin/otrs.PostMasterMailbox.pl "=0A= "method, you can insert or modify X-OTRS header entries with the = PostMaster "=0A= "filter modules. With the X-OTRS headers, the ticket system can execute = some "=0A= "actions on incoming mails, sort them into a specific queue, change the "=0A= "priority or change the customer ID, for example. More information about = the "=0A= "X-OTRS headers are available in the section about <link = linkend=3D\"adminarea-"=0A= "postmasterpop3-account\">adding mail accounts</link> from the OTRS = Admin "=0A= "page."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:196=0A= msgid "There are some default filter modules:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/email/email.xml:201=0A= msgid ""=0A= "The job name (e.g. $Self->{'PostMaster::PreFilterModule'}->"=0A= "{'JobName'}) needs to be unique!"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:206=0A= msgid ""=0A= "Kernel::System::PostMaster::Filter::Match is a default module to match = on "=0A= "some email header (e.g. From, To, Subject, ...). It can set new email "=0A= "headers (e.g. X-OTRS-Ignore: yes or X-OTRS-Queue: spam) if a filter = rule "=0A= "matches. The jobs of the Example 7-2 can be inserted in = <filename>Kernel/"=0A= "Config.pm</filename>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/email/email.xml:210=0A= msgid ""=0A= "Example jobs for the filter module = Kernel::System::PostMaster::Filter::Match"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/email/email.xml:214=0A= #, no-wrap=0A= msgid ""=0A= " # Job Name: 1-Match\n"=0A= " # (block/ignore all spam email with From: noreply@)\n"=0A= " $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} =3D {\n"=0A= " Module =3D> 'Kernel::System::PostMaster::Filter::Match',\n"=0A= " Match =3D> {\n"=0A= " From =3D> 'noreply@',\n"=0A= " },\n"=0A= " Set =3D> {\n"=0A= " 'X-OTRS-Ignore' =3D> 'yes',\n"=0A= " },\n"=0A= " };\n"=0A= " # Job Name: 2-Match\n"=0A= " # (sort emails with From: [email protected] and Subject: = **ORDER**\n"=0A= " # into queue 'Order')\n"=0A= " $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} =3D {\n"=0A= " Module =3D> 'Kernel::System::PostMaster::Filter::Match',\n"=0A= " Match =3D> {\n"=0A= " To =3D> '[email protected]',\n"=0A= " Subject =3D> '**ORDER**',\n"=0A= " },\n"=0A= " Set =3D> {\n"=0A= " 'X-OTRS-Queue' =3D> 'Order',\n"=0A= " },\n"=0A= " };\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:244=0A= msgid ""=0A= "Kernel::System::PostMaster::Filter::CMD is a default module to pipe the = "=0A= "email into an external command. The output is given to STDOUT and if = the "=0A= "result is true, then set new email header (e.g. X-OTRS-Ignore: yes or = X-OTRS-"=0A= "Queue: spam). The Example 7-3 can be used in = <filename>Kernel/Config.pm</"=0A= "filename>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><example><title>=0A= #: en/content/administration/email/email.xml:248=0A= msgid ""=0A= "Example job for the filter module = Kernel::System::PostMaster::Filter::CMD"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><example><para><programlisting>=0A= #: en/content/administration/email/email.xml:252=0A= #, no-wrap=0A= msgid ""=0A= " # Job Name: 5-SpamAssassin\n"=0A= " # (SpamAssassin example setup, ignore spam emails)\n"=0A= " $Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = =3D {\n"=0A= " Module =3D> 'Kernel::System::PostMaster::Filter::CMD',\n"=0A= " CMD =3D> '/usr/bin/spamassassin | grep -i \"X-Spam-Status: = yes\"',\n"=0A= " Set =3D> {\n"=0A= " 'X-OTRS-Ignore' =3D> 'yes',\n"=0A= " },\n"=0A= " };\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/email/email.xml:267=0A= msgid ""=0A= "Of course it's also possible to develop your own PostMaster filter = modules."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/email/pgp.xml:6=0A= msgid "Secure email with PGP"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/pgp.xml:9=0A= msgid ""=0A= "OTRS has the capability to sign or encrypt outgoing messages with PGP. "=0A= "Furthermore, encrypted incoming messages can be decrypted. Encryption = and "=0A= "decryption are done with the GPL tool GnuPG. To setup GnuPG for OTRS, = the "=0A= "following steps have to be performed:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:16=0A= msgid "Install GnuPG, via the package manager of your operating system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:21=0A= msgid ""=0A= "Configure GnuPG for use with OTRS. The necessary directories for GnuPG = and a "=0A= "private key have to be created. The command shown in the script below = has to "=0A= "be executed as user 'otrs' from a shell."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/pgp.xml:26=0A= #, no-wrap=0A= msgid ""=0A= " linux:~# su otrs\n"=0A= " linux:/root$ cd\n"=0A= " linux:~$ pwd\n"=0A= " /opt/otrs\n"=0A= " linux:~$ gpg --gen-key\n"=0A= " gpg (GnuPG) 1.4.2; Copyright (C) 2005 Free Software Foundation, = Inc.\n"=0A= " This program comes with ABSOLUTELY NO WARRANTY.\n"=0A= " This is free software, and you are welcome to redistribute it\n"=0A= " under certain conditions. See the file COPYING for details.\n"=0A= "\n"=0A= " gpg: directory `/opt/otrs/.gnupg' created\n"=0A= " gpg: new configuration file `/opt/otrs/.gnupg/gpg.conf' created\n"=0A= " gpg: WARNING: options in `/opt/otrs/.gnupg/gpg.conf' are not yet = active during t\n"=0A= " his run\n"=0A= " gpg: keyring `/opt/otrs/.gnupg/secring.gpg' created\n"=0A= " gpg: keyring `/opt/otrs/.gnupg/pubring.gpg' created\n"=0A= " Please select what kind of key you want:\n"=0A= " (1) DSA and Elgamal (default)\n"=0A= " (2) DSA (sign only)\n"=0A= " (5) RSA (sign only)\n"=0A= " Your selection? 1\n"=0A= " DSA keypair will have 1024 bits.\n"=0A= " ELG-E keys may be between 1024 and 4096 bits long.\n"=0A= " What keysize do you want? (2048)\n"=0A= " Requested keysize is 2048 bits\n"=0A= " Please specify how long the key should be valid.\n"=0A= " 0 =3D key does not expire\n"=0A= " <n> =3D key expires in n days\n"=0A= " <n>w =3D key expires in n weeks\n"=0A= " <n>m =3D key expires in n months\n"=0A= " <n>y =3D key expires in n years\n"=0A= " Key is valid for? (0)\n"=0A= " Key does not expire at all\n"=0A= " Is this correct? (y/N) y\n"=0A= "\n"=0A= " You need a user ID to identify your key; the software constructs = the user ID\n"=0A= " from the Real Name, Comment and Email Address in this form:\n"=0A= " \"Heinrich Heine (Der Dichter) = <[email protected]>\"\n"=0A= "\n"=0A= " Real name: Ticket System\n"=0A= " Email address: [email protected]\n"=0A= " Comment: Private PGP Key for the ticket system with address = [email protected]\n"=0A= " You selected this USER-ID:\n"=0A= " \"Ticket System (Private PGP Key for the ticket system with address = support@examp\n"=0A= " le.com) <[email protected]>\"\n"=0A= "\n"=0A= " Change (N)ame, (C)omment, (E)mail or (O)kay/(Q)uit? O\n"=0A= " You need a Passphrase to protect your secret key.\n"=0A= "\n"=0A= " Passphrase: secret\n"=0A= " Repeat passphrase: secret\n"=0A= "\n"=0A= " We need to generate a lot of random bytes. It is a good idea to = perform\n"=0A= " some other action (type on the keyboard, move the mouse, utilize = the\n"=0A= " disks) during the prime generation; this gives the random number\n"=0A= " generator a better chance to gain enough entropy.\n"=0A= " = ++++++++++.+++++++++++++++++++++++++....+++++.+++++...+++++++++++++++++++= ++++++.\n"=0A= " = +++++++++++++++++++++++++.+++++.+++++.+++++++++++++++++++++++++>++++++= ++++>+++++\n"=0A= " .......>+++++<+++++................................+++++\n"=0A= "\n"=0A= " Not enough random bytes available. Please do some other work to = give\n"=0A= " the OS a chance to collect more entropy! (Need 280 more bytes)\n"=0A= "\n"=0A= " = ++++++++++.+++++..++++++++++..+++++....++++++++++++++++++++.+++++++++++++= ++.++++\n"=0A= " = ++++++++++++++++++++++++++.++++++++++.+++++++++++++++.++++++++++.++++++++= +++++++\n"=0A= " = ..+++++>.+++++....>+++++...........................................= .............\n"=0A= " = ...........................................................>+++++<+= ++++.........\n"=0A= " .............+++++^^^\n"=0A= " gpg: /opt/otrs/.gnupg/trustdb.gpg: trustdb created\n"=0A= " gpg: key 7245A970 marked as ultimately trusted\n"=0A= " public and secret key created and signed.\n"=0A= "\n"=0A= " gpg: checking the trustdb\n"=0A= " gpg: 3 marginal(s) needed, 1 complete(s) needed, PGP trust model\n"=0A= " gpg: depth: 0 valid: 1 signed: 0 trust: 0-, 0q, 0n, 0m, 0f, = 1u\n"=0A= " pub 1024D/7245A970 2006-02-03\n"=0A= " Key fingerprint =3D 2ED5 BC36 D2B6 B055 7EE1 5833 1D7B F967 = 7245 A970\n"=0A= " uid Ticket System (Private pgp key for ticket = system with addre\n"=0A= " ss [email protected]) <[email protected]>\n"=0A= " sub 2048g/52B97069 2006-02-03\n"=0A= "\n"=0A= " linux:~$\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:112=0A= msgid "<emphasis>Script: Configuring GnuPG.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:116=0A= msgid ""=0A= "As shown in the script below, the default settings can be applied for = most "=0A= "of the required parameters. Only the values for the key owner have to = be "=0A= "entered correctly, with a proper password specified for the key."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:121=0A= msgid ""=0A= "Now OTRS has to be made ready to use PGP. From the Admin console, open = the "=0A= "SysConfig interface and search for \"PGP\". Select the sub group = Crypt::PGP "=0A= "from the search results."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:125=0A= msgid ""=0A= "In the screen for the PGP settings, PGP should be activated for OTRS = (first "=0A= "option). Also, the path to the gpg program should be set and checked."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:129=0A= msgid ""=0A= "The next config setting (PGP::Options) may also require changing. Via = this "=0A= "config setting, the parameters that are used for every execution of gpg = by "=0A= "the 'otrs' user can be specified. In particular, the directory of the = config "=0A= "files for GnuPG of the 'otrs' user is important. In the example = <filename>/"=0A= "opt/otrs/.gnupg</filename> is used. This directory was created earlier "=0A= "during the PGP configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:133=0A= msgid ""=0A= "Via the next config option (PGP::Key::Password) it is possible to = specify "=0A= "the pairs of key IDs and their passwords for own private keys. Because "=0A= "communication partners from outside write to the ticket system with = their "=0A= "messages encrypted with your public key, OTRS can decrypt these = messages "=0A= "with the ID/passwords specified here."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:137=0A= msgid ""=0A= "How to get the id of your own private key? The ID of your own private = key is "=0A= "already shown during the key generation (see step 1 from above). It is = also "=0A= "possible to get the ID if the command specified in the following script = is "=0A= "executed as user 'otrs':"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/pgp.xml:142=0A= #, no-wrap=0A= msgid ""=0A= " linux:~# su otrs\n"=0A= " linux:/root$ cd\n"=0A= " linux:~$ pwd\n"=0A= " /opt/otrs\n"=0A= " linux:~$ gpg --list-keys\n"=0A= " /opt/otrs/.gnupg/pubring.gpg\n"=0A= " ----------------------------\n"=0A= " pub 1024D/7245A970 2006-02-03\n"=0A= " uid Ticket System (Private pgp key for ticket = system with\n"=0A= " address [email protected]) <[email protected]>\n"=0A= " sub 2048g/52B97069 2006-02-03\n"=0A= "\n"=0A= " linux:~$\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:159=0A= msgid "<emphasis>Script: Getting the ID of your own private = key.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:163=0A= msgid ""=0A= "The ID of the private key can be found in the line that starts with = \"sub\". "=0A= "It is a hexadecimal string that is eight characters long, in the = example "=0A= "above it is \"52B97069\". The password you have to specify for this key = in "=0A= "the ticket system is the same that was given during key generation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:167=0A= msgid ""=0A= "After this data is inserted, the \"Update\" button can be used to save = the "=0A= "settings. OTRS is ready to receive and decrypt encoded messages now."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:172=0A= msgid ""=0A= "Finally, import a customer's public key. This ensures that encrypted "=0A= "messages can be sent out to this customer. There are two ways to import = a "=0A= "public key of a customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:176=0A= msgid ""=0A= "The first way is to specify the public key of a customer in the = customer "=0A= "management interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:180=0A= msgid ""=0A= "The second way is to specify the key via the PGP settings, reachable = from "=0A= "the Admin page. On the right section of this screen, all already = imported "=0A= "public keys of customers are displayed. After PGP has been activated = and "=0A= "configured for OTRS, your own public key should also be listed there. = In the "=0A= "left area of the PGP setting screen it is possible to search for keys. = Also, "=0A= "a new public key can be uploaded into the system from a file."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/pgp.xml:184=0A= msgid ""=0A= "The files with the public key that need to be imported into OTRS have = to be "=0A= "GnuPGP compatible key files. In most cases, the key stored in a file is = an "=0A= "\"ASCII armored key\". OTRS can deal with this format."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/email/smime.xml:6=0A= msgid "Secure email with S/MIME"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:9=0A= msgid ""=0A= "At first glance, encryption with S/MIME seems a little more complicated = than "=0A= "with PGP. First, you have to establish a Certification Authority (CA) = for "=0A= "the OTRS system. The subsequent steps are very much like those needed = with "=0A= "PGP: configure OTRS, install your own certificate, import other public "=0A= "certificates as needed, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:13=0A= msgid ""=0A= "The S/MIME configuration is conducted outside the OTRS web interface = for the "=0A= "most part, and should be carried out in a shell by the 'otrs' user. The = MIME "=0A= "configuration under Linux is based on SSL (OpenSSL). Therefore, check = first "=0A= "of all whether the OpenSSL package is installed on your system. The = OpenSSL "=0A= "package includes a script called CA.pl, with which the most important = steps "=0A= "of certificate creation can be performed. To simplify the procedure, = find "=0A= "out where in the filesystem the CA.pl script is stored and enter the "=0A= "location temporarily into the PATH variable of the shell (see Script = below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><screen>=0A= #: en/content/administration/email/smime.xml:18=0A= #, no-wrap=0A= msgid ""=0A= "otrs@linux:~> rpm -ql openssl | grep CA\n"=0A= "/usr/share/ssl/misc/CA.pl\n"=0A= "otrs@linux:~> export PATH=3D$PATH:/usr/share/ssl/misc\n"=0A= "otrs@linux:~> which CA.pl\n"=0A= "/usr/share/ssl/misc/CA.pl\n"=0A= "otrs@linux:~> mkdir tmp; cd tmp\n"=0A= "otrs@linux:~/tmp>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:29=0A= msgid "<emphasis>Script: Configuring S/MIME.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:33=0A= msgid ""=0A= "The script above shows that a new temporary directory ~/tmp has been "=0A= "created, in which the certificate is to be generated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:37=0A= msgid ""=0A= "To create a certificate, perform the following operations in the = command "=0A= "line (we assume that the OTRS administrator has to create a SSL = certificate "=0A= "for test and learning purposes. In case you already have a certified = SSL "=0A= "certificate for the encryption, use it and skip these steps):"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:44=0A= msgid ""=0A= "Establish your own Certification Authority for SSL. You need it to = certify "=0A= "the request for your own SSL certificate (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/smime.xml:49=0A= #, no-wrap=0A= msgid ""=0A= "otrs@linux:~/tmp> CA.pl -newca\n"=0A= "CA certificate filename (or enter to create)\n"=0A= "\n"=0A= "Making CA certificate ...\n"=0A= "Generating a 1024 bit RSA private key\n"=0A= "...++++++\n"=0A= "......++++++\n"=0A= "writing new private key to './demoCA/private/cakey.pem'\n"=0A= "Enter PEM pass phrase:\n"=0A= "Verifying - Enter PEM pass phrase:\n"=0A= "-----\n"=0A= "You are about to be asked to enter information that will be = incorporated\n"=0A= "into your certificate request.\n"=0A= "What you are about to enter is what is called a Distinguished Name or a = DN.\n"=0A= "There are quite a few fields but you can leave some blank\n"=0A= "For some fields there will be a default value,\n"=0A= "If you enter '.', the field will be left blank.\n"=0A= "-----\n"=0A= "Country Name (2 letter code) [AU]:DE\n"=0A= "State or Province Name (full name) [Some-State]:OTRS-state\n"=0A= "Locality Name (eg, city) []:OTRS-town\n"=0A= "Organization Name (eg, company) [Internet Widgits Pty Ltd]:Your = company\n"=0A= "Organizational Unit Name (eg, section) []:\n"=0A= "Common Name (eg, YOUR name) []:OTRS Admin\n"=0A= "Email Address []:[email protected]\n"=0A= "otrs@linux:~/tmp> ls -la demoCA/\n"=0A= "total 8\n"=0A= "-rw-r--r-- 1 otrs otrs 1330 2006-01-08 17:54 cacert.pem\n"=0A= "drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 certs\n"=0A= "drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 crl\n"=0A= "-rw-r--r-- 1 otrs otrs 0 2006-01-08 17:53 index.txt\n"=0A= "drwxr-xr-x 2 otrs otrs 48 2006-01-08 17:53 newcerts\n"=0A= "drwxr-xr-x 2 otrs otrs 80 2006-01-08 17:54 private\n"=0A= "-rw-r--r-- 1 otrs otrs 17 2006-01-08 17:54 serial\n"=0A= "otrs@linux:~/tmp>\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:88=0A= msgid ""=0A= "<emphasis>Script: Establishing a Certification Authority for = SSL.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:94=0A= msgid "Generate a certificate request (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/smime.xml:99=0A= #, no-wrap=0A= msgid ""=0A= "otrs@linux:~/tmp> CA.pl -newreq\n"=0A= "Generating a 1024 bit RSA private key\n"=0A= "..........................................++++++\n"=0A= "....++++++\n"=0A= "writing new private key to 'newreq.pem'\n"=0A= "Enter PEM pass phrase:\n"=0A= "Verifying - Enter PEM pass phrase:\n"=0A= "-----\n"=0A= "You are about to be asked to enter information that will be = incorporated\n"=0A= "into your certificate request.\n"=0A= "What you are about to enter is what is called a Distinguished Name or a = DN.\n"=0A= "There are quite a few fields but you can leave some blank\n"=0A= "For some fields there will be a default value,\n"=0A= "If you enter '.', the field will be left blank.\n"=0A= "-----\n"=0A= "Country Name (2 letter code) [AU]:DE\\keyreturn\n"=0A= "State or Province Name (full name) [Some-State]:OTRS-state\n"=0A= "Locality Name (eg, city) []:OTRS-town\n"=0A= "Organization Name (eg, company) [Internet Widgits Pty Ltd]:Your = company\n"=0A= "Organizational Unit Name (eg, section) []:\n"=0A= "Common Name (eg, YOUR name) []:OTRS admin\n"=0A= "Email Address []:[email protected]\n"=0A= "\n"=0A= "Please enter the following 'extra' attributes\n"=0A= "to be sent with your certificate request\n"=0A= "A challenge password []:\n"=0A= "An optional company name []:\n"=0A= "Request (and private key) is in newreq.pem\n"=0A= "otrs@linux:~/tmp> ls -la\n"=0A= "total 4\n"=0A= "drwxr-xr-x 6 otrs otrs 232 2006-01-08 17:54 demoCA\n"=0A= "-rw-r--r-- 1 otrs otrs 1708 2006-01-08 18:04 newreq.pem\n"=0A= "otrs@linux:~/tmp>\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:136=0A= msgid "<emphasis>Script: Creating a certificate request.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:141=0A= msgid ""=0A= "Signing of the certificate request. The certificate request can either = be "=0A= "signed and thereby certified by your own CA, or made more credible by = being "=0A= "signed by another external certified CA (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/smime.xml:146=0A= #, no-wrap=0A= msgid ""=0A= "otrs@linux:~/tmp> CA.pl -signreq\n"=0A= "Using configuration from /etc/ssl/openssl.cnf\n"=0A= "Enter pass phrase for ./demoCA/private/cakey.pem:\n"=0A= "Check that the request matches the signature\n"=0A= "Signature ok\n"=0A= "Certificate Details:\n"=0A= " Serial Number:\n"=0A= " fd:85:f6:9f:14:07:16:c8\n"=0A= " Validity\n"=0A= " Not Before: Jan 8 17:04:37 2006 GMT\n"=0A= " Not After : Jan 8 17:04:37 2007 GMT\n"=0A= " Subject:\n"=0A= " countryName =3D DE\n"=0A= " stateOrProvinceName =3D OTRS-state\n"=0A= " localityName =3D OTRS-town\n"=0A= " organizationName =3D Your Company\n"=0A= " commonName =3D OTRS administrator\n"=0A= " emailAddress =3D [email protected]\n"=0A= " X509v3 extensions:\n"=0A= " X509v3 Basic Constraints:\n"=0A= " CA:FALSE\n"=0A= " Netscape Comment:\n"=0A= " OpenSSL Generated Certificate\n"=0A= " X509v3 Subject Key Identifier:\n"=0A= " = 01:D9:1E:58:C0:6D:BF:27:ED:37:34:14:D6:04:AC:C4:64:98:7A:22\n"=0A= " X509v3 Authority Key Identifier:\n"=0A= " = keyid:10:4D:8D:4C:93:FD:2C:AA:9A:B3:26:80:6B:F5:D5:31:E2:8E:DB:A8\n"=0A= " DirName:/C=3DDE/ST=3DOTRS-state/L=3DOTRS-town/O=3DYour = Company/\n"=0A= " CN=3DOTRS admin/[email protected]\n"=0A= " serial:FD:85:F6:9F:14:07:16:C7\n"=0A= "\n"=0A= "Certificate is to be certified until Jan 8 17:04:37 2007 GMT (365 = days)\n"=0A= "Sign the certificate? [y/n]:y\n"=0A= "\n"=0A= "1 out of 1 certificate requests certified, commit? [y/n]y\n"=0A= "Write out database with 1 new entries\n"=0A= "Data Base Updated\n"=0A= "Signed certificate is in newcert.pem\n"=0A= "otrs@linux:~/tmp>\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:188=0A= msgid "<emphasis>Script: Signing of the certificate request.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:193=0A= msgid ""=0A= "Generate your own certificate, and all data going with it, using the = signed "=0A= "certificate request (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para><screen>=0A= #: en/content/administration/email/smime.xml:198=0A= #, no-wrap=0A= msgid ""=0A= "otrs@linux:~/tmp> CA.pl -pkcs12 \"OTRS Certificate\"\n"=0A= "Enter pass phrase for newreq.pem:\n"=0A= "Enter Export Password:\n"=0A= "Verifying - Enter Export Password:\n"=0A= "otrs@linux:~/tmp> ls -la\n"=0A= "total 12\n"=0A= "drwxr-xr-x 6 otrs otrs 328 2006-01-08 18:04 demoCA\n"=0A= "-rw-r--r-- 1 otrs otrs 3090 2006-01-08 18:13 newcert.p12\n"=0A= "-rw-r--r-- 1 otrs otrs 3791 2006-01-08 18:04 newcert.pem\n"=0A= "-rw-r--r-- 1 otrs otrs 1708 2006-01-08 18:04 newreq.pem\n"=0A= "otrs@linux:~/tmp>\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><orderedlist><listitem><para>=0A= #: en/content/administration/email/smime.xml:212=0A= msgid "<emphasis>Script: Generating a new certificate.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:219=0A= msgid ""=0A= "Now that these operations have been performed, the S/MIME setup must be = "=0A= "completed in OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:223=0A= msgid ""=0A= "This part of the setup is carried out in the Admin page, choosing the = link "=0A= "<link linkend=3D\"adminarea-smime\">\"SMIME\"</link>. In case the = general S/"=0A= "MIME support in OTRS has not yet been enabled, the mask points this out = to "=0A= "the administrator and provides an appropriate link for enabling it."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:227=0A= msgid ""=0A= "With the SysConfig group <link = linkend=3D\"Framework:Crypt::SMIME\">\"Crypt::"=0A= "SMIME\"</link>, you can also enable and configure the general S/MIME = support."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:231=0A= msgid ""=0A= "Here you can activate S/MIME support, and define the paths for the = OpenSSL "=0A= "command and the directory for the certificates. The key file created = above "=0A= "must be stored in the directory indicated here. Otherwise OpenSSL = cannot use "=0A= "it."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:235=0A= msgid ""=0A= "The next step is performed in the <link = linkend=3D\"adminarea-smime\">S/MIME "=0A= "configuration on the OTRS Admin page</link>. Here, you can import the "=0A= "private key(s) of the OTRS system and the public keys of other = communication "=0A= "partners. Enter the public key that has been created in the beginning = of "=0A= "this section and added to OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/email/smime.xml:239=0A= msgid ""=0A= "Obviously, all public S/MIME keys of communication partners can be = imported "=0A= "using the <link linkend=3D\"adminarea-customers\">customer = administration "=0A= "tool</link> as well."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/time.xml:6=0A= #, fuzzy=0A= msgid "Time related functions"=0A= msgstr "Fun=C3=A7=C3=B5es de tempo relacionadas"=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/time.xml:9=0A= msgid "Setting up business hours, holidays and time zones"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:12=0A= msgid ""=0A= "Some functions in OTRS, like escalations and <link = linkend=3D\"unlock-tickets"=0A= "\">automatic unlocking of tickets</link>, depend on a proper = configuration "=0A= "of business hours, time zones and holidays. You can define these via = the "=0A= "<link linkend=3D\"sysconfig\">SysConfig interface</link>, in <link = linkend=3D"=0A= "\"Framework:Core::Time\">Framework > Core::Time</link>. You can = also "=0A= "specify different sets of business hours, holidays and time zones as "=0A= "separate 'Calendars' in <link linkend=3D\"Framework:Core::Time::"=0A= "Calendar1\">Framework > Core::Time::Calendar1</link> through <link "=0A= "linkend=3D\"Framework:Core::Time::Calendar9\">Framework > = Core::Time::"=0A= "Calendar9</link>. Calendars can be defined by <link = linkend=3D\"adminarea-queue"=0A= "\">queue settings</link>, or on SLA levels. This means that, for = example, "=0A= "you can specify a calendar with 5 x 8 business hours for your = 'standard' "=0A= "SLA, but create a separate calendar with 7 x 24 support for your 'gold' = SLA; "=0A= "as well as set a calendar for your 'Support-USA' queue with a different = time "=0A= "window than your 'Support-Japan' queue. OTRS can handle up to 99 = different "=0A= "calendars."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/time.xml:17=0A= msgid "Business Hours"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:20=0A= msgid ""=0A= "Set up the working hours for your system in SysConfig <link linkend=3D"=0A= "\"Framework:Core::Time:TimeWorkingHours\">Framework > Core::Time::"=0A= "TimeWorkingHours</link>, or for your specific calendar in the = calendar's "=0A= "configuration. OTRS can handle a granularity of one hour. Checking the = marks "=0A= "in the boxes 8, 9, 10 ... 18 corresponds with business hours of 8 AM - = 6 PM."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:24=0A= msgid ""=0A= "Only during business hours can tickets escalate, notifications for = escalated "=0A= "and pending tickets be sent, and tickets be unlocked."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/time.xml:30=0A= #, fuzzy=0A= msgid "Fixed date holidays"=0A= msgstr "Datas de feriados fixos"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:33=0A= msgid ""=0A= "Holidays that are on a fixed date every year, such as New Year's Day or = the "=0A= "Fourth of July, can be specified in <link = linkend=3D\"Framework:Core::Time:"=0A= "TimeVacationDays\">TimeVacationDays</link>, or in the corresponding = section "=0A= "for the calendars 1-9."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:37=0A= msgid ""=0A= "Tickets will not escalate nor get unlocked on dates defined in "=0A= "TimeVacationDays."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/time.xml:42=0A= msgid ""=0A= "By default, OTRS ships with the <emphasis>German</emphasis> holidays "=0A= "installed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/time.xml:49=0A= msgid "TimeVacationDaysOneTime"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:52=0A= msgid ""=0A= "Holidays such as Easter that do not have a yearly fixed date but = instead "=0A= "vary each year, can be specified in <link = linkend=3D\"Framework:Core::Time:"=0A= "TimeVacationDaysOneTime\">TimeVacationDaysOneTime</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/time.xml:56=0A= msgid ""=0A= "Tickets will not escalate and will not be unlocked on dates defined in "=0A= "TimeVacationDaysOneTime."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/time.xml:61=0A= msgid ""=0A= "OTRS does not ship with any One-Time holidays pre-installed. This means = that "=0A= "you need to add holidays, such as Easter or Thanksgiving, to the system = when "=0A= "configuring OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/time.xml:70=0A= msgid "Automated Unlocking"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:73=0A= msgid ""=0A= "Locked tickets can be automatically unlocked by the system. This = feature "=0A= "might be useful if, for example, an agent has locked tickets that need = to be "=0A= "processed, but he can't work on them for some reason, say because he is = out "=0A= "of the office on an emergency. The automated unlock feature unlocks = tickets "=0A= "after a given time to ensure that no locked tickets will be forgotten, "=0A= "thereby allowing other agents to process them."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:77=0A= msgid ""=0A= "The amount of time before a ticket is unlocked can be specified in the = <link "=0A= "linkend=3D\"adminarea-queue\">queue settings</link> for every queue. = The "=0A= "module <filename>bin/otrs.UnlockTickets.pl</filename>, which is = executed "=0A= "periodically as a cron job, performs the automated unlocking of = tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:81=0A= msgid ""=0A= "Notifications on unlocked tickets are sent out only to those agents = that "=0A= "have the queue with the unlocked tickets set in \"My queues\", and that = have "=0A= "activated the notification on unlocked tickets in their personal <link "=0A= "linkend=3D\"user-preferences\">preferences</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:85=0A= msgid "Tickets will be unlocked if all of the following conditions are = met:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/time.xml:91=0A= msgid ""=0A= "There is an <emphasis>unlock timeout</emphasis> defined for the queue = the "=0A= "ticket is in."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/time.xml:96=0A= msgid "The ticket is set to <emphasis>locked</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/time.xml:101=0A= msgid "The ticket state is <emphasis>open</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:107=0A= msgid ""=0A= "The unlock timer will be reset if an agent adds a new external article = to "=0A= "the ticket. It can be of any of the following types: <emphasis>email-"=0A= "external</emphasis>, <emphasis>phone</emphasis>, = <emphasis>fax</emphasis>, "=0A= "<emphasis>sms</emphasis>, or <emphasis>note-external</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:111=0A= msgid ""=0A= "Also, if the last article in the ticket is created by an agent, and a "=0A= "customer adds another one, either via web or email response, the unlock = "=0A= "timer will be reset."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/time.xml:115=0A= msgid ""=0A= "The last event that will reset the unlock timer is when the ticket is "=0A= "assigned to another agent."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/pdf-output.xml:4=0A= #, fuzzy=0A= msgid "Customizing the PDF output"=0A= msgstr "Personaliza=C3=A7=C3=A3o da sa=C3=ADda do PDF"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/pdf-output.xml:7=0A= msgid "This section handles the configurable options for PDF output in = OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/pdf-output.xml:11=0A= msgid ""=0A= "If you use the Print action from anywhere within the OTRS interface, it = will "=0A= "generate a formatted PDF file. You can deactivate this by modifying the = "=0A= "configuration parameter <link = linkend=3D\"Framework:Core::PDF:PDF\">PDF</link> "=0A= "to create HTML output instead."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/pdf-output.xml:14=0A= msgid ""=0A= "You can adjust the look of the files generated by OTRS by creating your = own "=0A= "logo and adding it to <link = linkend=3D\"Framework:Core::PDF:PDF::LogoFile"=0A= "\">PDF::LogoFile</link>. You can use <link = linkend=3D\"Framework:Core::PDF:"=0A= "PDF::PageSize\">PDF::PageSize</link> to define the standard page size = of the "=0A= "generated pdf file (DIN-A4 or Letter), and also <link = linkend=3D\"Framework:"=0A= "Core::PDF:PDF::MaxPages\">PDF::MaxPage</link> to specify the maximum = number "=0A= "of pages for a pdf file, which is useful if a user generates a huge = output "=0A= "file by mistake."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/pdf-output.xml:18=0A= msgid ""=0A= "The Perl CPAN modules PDF::API2 and Compress::Zlib must be installed = for the "=0A= "generation of pdf files. In many distributions they are available as "=0A= "packages and can be easily installed, using the respective package = manager. "=0A= "In case this is not possible, they have to be installed with CPAN. For "=0A= "further information about installing Perl modules, please refer to the = <link "=0A= "linkend=3D\"installation-of-perl-modules\">\"Installation of Perl = modules\"</"=0A= "link> section."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/genericinterface.xml:5=0A= #, fuzzy=0A= msgid "Generic Interface"=0A= msgstr "Interface gen=C3=A9rica"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/genericinterface.xml:7=0A= msgid ""=0A= "The OTRS Generic Interface consists of a multiple layer framework that = lets "=0A= "OTRS communicate with other systems via a web service. This = communication "=0A= "could be bi-directional:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><itemizedlist><listitem><para>=0A= #: en/content/administration/genericinterface.xml:13=0A= msgid ""=0A= "<emphasis>OTRS as Provider: </emphasis> OTRS acts as a server listening = to "=0A= "requests from the External System, processing the information, = performing "=0A= "the requested action, and answering the request."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><itemizedlist><listitem><para>=0A= #: en/content/administration/genericinterface.xml:20=0A= msgid ""=0A= "<emphasis>OTRS as Requester: </emphasis> OTRS acts as a client = collecting "=0A= "information, sending the request to the Remote System, and waiting for = the "=0A= "response."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/genericinterface.xml:30=0A= #: en/content/administration/adminarea.xml:1780=0A= #, fuzzy=0A= msgid "Web Services"=0A= msgstr "Servi=C3=A7os web"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/genericinterface.xml:32=0A= msgid ""=0A= "A Web Service is a communication method between two systems, in our = case "=0A= "OTRS and a Remote System."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/genericinterface.xml:36=0A= msgid ""=0A= "The heart of the Web Service is its configuration, where it is defined = what "=0A= "actions the web service can perform internally (Operation), what = actions the "=0A= "OTRS request can perform Remote System (Invokers), how data is = converted "=0A= "from one system to the other (Mapping), and over which protocol the "=0A= "communication will take place (Transport)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/genericinterface.xml:42=0A= msgid ""=0A= "The Generic Interface is the framework that makes it possible to create = Web "=0A= "Services for OTRS in a pre-defined way, using already made building = blocks "=0A= "that are independent from each other and interchangeable."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/ticket/priorities.xml:6=0A= msgid "Ticket priorities"=0A= msgstr "Prioridades de t=C3=ADquete"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/ticket/priorities.xml:9=0A= msgid ""=0A= "OTRS comes with five default priority levels that can be modified via = the "=0A= "\"Priorities\" link on the Admin page. When creating a customized list = of "=0A= "priorities, please keep in mind that they are sorted alphabetically in = the "=0A= "priority selection box in the user interface. Also, OTRS orders tickets = by "=0A= "internal database IDs in the QueueView."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: en/content/administration/ticket/priorities.xml:14=0A= msgid ""=0A= "As with other OTRS entities, priorities may not be deleted, only = deactivated "=0A= "by setting the Valid option to <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><important><para>=0A= #: en/content/administration/ticket/priorities.xml:20=0A= msgid ""=0A= "If a new priority was added or if an existing one was changed, you = might "=0A= "also want to modify some values in SysConfig:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><important><itemizedlist><listitem><para>=0A= #: en/content/administration/ticket/priorities.xml:24=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::PostMaster:PostmasterDefaultPriority\"> = Ticket:"=0A= "Core::Postmaster::PostmasterDefaultPriority</link> - defines the = default "=0A= "priority for all incoming emails."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><important><itemizedlist><listitem><para>=0A= #: en/content/administration/ticket/priorities.xml:27=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewPhoneNew:Ticket::"=0A= "Frontend::AgentTicketPhone_Priority\"> Ticket:Frontend::Agent:Ticket::"=0A= "ViewPhoneNew:Priority</link> - defines the default priority in the New = Phone "=0A= "Ticket screen for agents."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><important><itemizedlist><listitem><para>=0A= #: en/content/administration/ticket/priorities.xml:30=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewEmailNew:Ticket::"=0A= "Frontend::AgentTicketEmail_Priority\"> Ticket:Frontend::Agent:Ticket::"=0A= "ViewEmailNew:Priority</link> - defines the default priority in the New = Email "=0A= "Ticket screen for agents."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><important><itemizedlist><listitem><para>=0A= #: en/content/administration/ticket/priorities.xml:33=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Customer::Ticket::ViewNew:Ticket::Frontend::= "=0A= "CustomerTicketMessage_PriorityDefault\"> = Ticket:Frontend::Customer:Ticket::"=0A= "ViewNew:PriorityDefault</link> - defines the default priority in the = New "=0A= "Ticket screen in the Customer frontend."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/ticket/states.xml:6=0A= msgid "Ticket States"=0A= msgstr "Estados de t=C3=ADquete"=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/ticket/states.xml:9=0A= #, fuzzy=0A= msgid "Predefined states"=0A= msgstr "Estados predefinidos"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:12=0A= msgid ""=0A= "OTRS allows you to change predefined ticket states and their types, or = even "=0A= "add new ones. Two attributes are important for a state: the state name = and "=0A= "the state type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:16=0A= msgid ""=0A= "The default states of OTRS are: 'closed successful', 'closed = unsuccessful', "=0A= "'merged', 'new', 'open', 'pending auto close+', 'pending auto close-', "=0A= "'pending reminder' and 'removed'."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:20=0A= #, fuzzy=0A= msgid "New"=0A= msgstr "Novo"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:22=0A= msgid "Tickets are usually in this state when created from incoming = e-mails."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:27=0A= msgid "Open"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:29=0A= msgid "This is the default state for tickets assigned to queues and = agents."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:34=0A= msgid "Pending reminder"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:36=0A= msgid ""=0A= "After the pending time has expired, the ticket owner will receive a = reminder "=0A= "email concerning the ticket. If the ticket is not locked, the reminder = will "=0A= "be sent to all agents in the queue. Reminder tickets will only be sent = out "=0A= "during business hours, and are repeatedly sent every 24 hours until the = "=0A= "ticket state is changed by the agent. Time spent by the ticket in this "=0A= "status will still add towards the escalation time calculation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:41=0A= msgid "Pending auto close-"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:43=0A= msgid ""=0A= "Tickets in this status will be set to \"Closed Unsuccessful\" if the = pending "=0A= "time has expired. Time spent by the ticket in this status will still = add "=0A= "towards the escalation time calculation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:48=0A= msgid "Pending auto close+"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:50=0A= msgid ""=0A= "Tickets in this status will be set to \"Closed Successful\" if the = pending "=0A= "time has expired. Time spent by the ticket in this status will still = add "=0A= "towards the escalation time calculation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:55=0A= msgid "Merged"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:57=0A= msgid "This is the state for tickets that have been merged with other = tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:62=0A= msgid "Closed Successful"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:64=0A= msgid ""=0A= "This is the end state for tickets that have been successfully resolved. = "=0A= "Depending on your configuration, you may or may not be able to reopen = closed "=0A= "tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/ticket/states.xml:69=0A= msgid "Closed Unsuccessful"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/ticket/states.xml:71=0A= msgid ""=0A= "This is the end state for tickets that have NOT been successfully = resolved. "=0A= "Depending on your configuration, you may or may not be able to reopen = closed "=0A= "tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/ticket/states.xml:78=0A= #, fuzzy=0A= msgid "Customizing states"=0A= msgstr "Personaliza=C3=A7=C3=A3o dos estados"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:80=0A= msgid ""=0A= "Every state has a name (state-name) and a type (state-type). Click on = the "=0A= "<link linkend=3D\"adminarea-status\">States</link> link on the Admin = page and "=0A= "press the button \"Add state\" to create a new state. You can freely = choose "=0A= "the name of a new state. The state types can not be changed via the web = "=0A= "interface. The database has to be directly modified if you want to add = new "=0A= "types or change existing names. The default state types should = typically not "=0A= "be modified as this can yield unpredictable results. For instance, "=0A= "escalation calculations and the unlock feature are based on specific = state "=0A= "types."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:84=0A= msgid ""=0A= "The name of an already existing state can be changed, or new states = added "=0A= "through this screen. If the state \"new\" has been changed via the web "=0A= "interface, this change also has to be configured via the config file "=0A= "<filename>Kernel/Config.pm</filename> or via the SysConfig interface. = The "=0A= "settings specified in the script below have to be modified to ensure = that "=0A= "OTRS works with the changed state for \"new\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><programlisting>=0A= #: en/content/administration/ticket/states.xml:89=0A= #, no-wrap=0A= msgid ""=0A= " [...]\n"=0A= " # PostmasterDefaultState\n"=0A= " # (The default state of new tickets.) [default: new]\n"=0A= " $Self->{PostmasterDefaultState} =3D 'new';\n"=0A= "\n"=0A= " # CustomerDefaultState\n"=0A= " # (default state of new customer tickets)\n"=0A= " $Self->{CustomerDefaultState} =3D 'new';\n"=0A= " [...]\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:102=0A= msgid "<emphasis>Script: Modifying the Kernel/Config.pm = settings.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:106=0A= msgid ""=0A= "If a new state type should be added, the ticket_state_type table in the = OTRS "=0A= "database needs to be modified with a database client program, as shown = in "=0A= "the script below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/ticket/states.xml:111=0A= #, no-wrap=0A= msgid ""=0A= "linux:~# mysql -p\n"=0A= "Enter password:\n"=0A= "Welcome to the MySQL monitor. Commands end with ; or \\g.\n"=0A= "Your MySQL connection id is 23 to server version: 5.0.16-Debian_1-log\n"=0A= "\n"=0A= "Type 'help;' or '\\h' for help. Type '\\c' to clear the buffer.\n"=0A= "\n"=0A= "mysql> use otrs;\n"=0A= "Reading table information for completion of table and column names\n"=0A= "You can turn off this feature to get a quicker startup with -A\n"=0A= "\n"=0A= "Database changed\n"=0A= "mysql> insert into ticket_state_type (name,comments) values = ('own','Own\n"=0A= "state type');\n"=0A= "Query OK, 1 row affected (0.00 sec)\n"=0A= "\n"=0A= "mysql> quit\n"=0A= "Bye\n"=0A= "linux:~#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:134=0A= msgid "<emphasis>Script: Modifying the OTRS database.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:138=0A= msgid ""=0A= "Now it is possible to use the new state type you just created. After a = state "=0A= "has been linked with this new state type, the OTRS configuration also = has to "=0A= "be changed to ensure that the new state is usable. Just modify the = following "=0A= "options via SysConfig:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:142=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewPhoneNew:Ticket::"=0A= "Frontend::AgentTicketPhone_StateDefault\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewPhoneNew > AgentTicketPhone###StateDefault </link> - to "=0A= "define the default next state for new phone tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:148=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewPhoneNew:Ticket::"=0A= "Frontend::AgentTicketPhone_StateType\"> Ticket -> Frontend::Agent::"=0A= "Ticket::ViewPhoneNew > AgentTicketPhone###StateType </link> - to = define "=0A= "the available next states for new phone tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:154=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewEmailNew:Ticket::"=0A= "Frontend::AgentTicketEmail_StateDefault\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewEmailNew > AgentTicketEmail###StateDefault </link> - to "=0A= "define the default next state for new email tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:160=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewEmailNew:Ticket::"=0A= "Frontend::AgentTicketEmail_StateType\"> Ticket -> Frontend::Agent::"=0A= "Ticket::ViewEmailNew > AgentTicketEmail###StateType </link> - to = define "=0A= "the available next states for new email tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:166=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewPhoneOutbound:Ticket::"=0A= "Frontend::AgentTicketPhoneOutbound_State\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewPhoneOutbound > AgentTicketPhoneOutbound###State </link> = - to "=0A= "define the default next state for new phone articles."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:172=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewPhoneOutbound:Ticket::"=0A= "Frontend::AgentTicketPhoneOutbound_StateType\"> Ticket -> Frontend::"=0A= "Agent::Ticket::ViewPhoneOutbound > = AgentTicketPhoneOutbound###StateType </"=0A= "link> - to define the available next states for new phone articles."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:178=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewMove:Ticket::"=0A= "DefaultNextMoveStateType\"> = Ticket:Frontend::Agent::Ticket::ViewMove:Ticket::"=0A= "DefaultNextMoveStateType </link> - to define the default next state = after "=0A= "moving a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:184=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewBounce:Ticket::Frontend::= "=0A= "AgentTicketBounce_StateDefault\"> Ticket -> = Frontend::Agent::Ticket::"=0A= "ViewBounce > StateDefault </link> - to define the default next state = "=0A= "after bouncing a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:190=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewBounce:Ticket::Frontend::= "=0A= "AgentTicketBounce_StateType\"> Ticket -> Frontend::Agent::Ticket::"=0A= "ViewBounce > StateType </link> - to define the available next states = in "=0A= "the bounce screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:196=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewBulk:Ticket::Frontend::"=0A= "AgentTicketBulk_StateDefault\"> Ticket -> Frontend::Agent::Ticket::"=0A= "ViewBulk > StateDefault </link> - to define the default next state = in a "=0A= "bulk action."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:202=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewBulk:Ticket::Frontend::"=0A= "AgentTicketBulk_StateType\"> Ticket -> = Frontend::Agent::Ticket::ViewBulk "=0A= "> StateType </link> - to define the available next states in the = bulk "=0A= "action screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:208=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewClose:Ticket::Frontend::"=0A= "AgentTicketClose_StateDefault\"> Ticket -> Frontend::Agent::Ticket::"=0A= "ViewClose > StateDefault </link> - to define the default next state = after "=0A= "closing a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:214=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewClose:Ticket::Frontend::"=0A= "AgentTicketClose_StateType\"> Ticket -> Frontend::Agent::Ticket::"=0A= "ViewClose > StateType </link> - to define the available next states = in "=0A= "the close screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:220=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewCompose:Ticket::"=0A= "Frontend::AgentTicketCompose_StateDefault\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewCompose > StateDefault </link> - to define the default = next "=0A= "state in the Compose (reply) screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:226=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewCompose:Ticket::"=0A= "Frontend::AgentTicketCompose_StateType\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewCompose > StateType </link> - to define the available = next "=0A= "states in the Compose (reply) screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:232=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewForward:Ticket::"=0A= "Frontend::AgentTicketForward_StateDefault\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewForward > StateDefault </link> - to define the default = next "=0A= "state after forwarding a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:238=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewForward:Ticket::"=0A= "Frontend::AgentTicketForward_StateType\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewForward > StateType </link> - to define the available = next "=0A= "states in the Forward screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:244=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewFreeText:Ticket::"=0A= "Frontend::AgentTicketFreeText_StateDefault\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewForward > StateDefault </link> - to define the default = next "=0A= "state of a ticket in the free text screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:250=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Frontend::Agent::Ticket::ViewFreeText:Ticket::"=0A= "Frontend::AgentTicketFreeText_StateType\"> Ticket -> = Frontend::Agent::"=0A= "Ticket::ViewForward > StateType </link> - to define the available = next "=0A= "states in the free text screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:257=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::PostMaster:PostmasterDefaultState\"> = Ticket -"=0A= "> Core::PostMaster > PostmasterDefaultState </link> - to define = the "=0A= "state of tickets created from emails."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:263=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::PostMaster:PostmasterFollowUpState\"> = Ticket -"=0A= "> Core::PostMaster > PostmasterFollowUpState </link> - to define = the "=0A= "state of tickets after a follow-up has been received."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:269=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Core::PostMaster:PostmasterFollowUpStateClosed\"> "=0A= "Ticket -> Core::PostMaster > PostmasterFollowUpStateClosed = </link> - "=0A= "to define the state of tickets after a follow-up has been received on = an "=0A= "already closed ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:275=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::Ticket:Ticket::ViewableStateType\"> = Ticket -"=0A= "> Core::Ticket > ViewableStateType </link> - to define the state = types "=0A= "that are displayed at various places in the system, for example in the "=0A= "Queueview."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:281=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::Ticket:Ticket::UnlockStateType\"> Ticket = -> "=0A= "Core::Ticket > UnlockStateType </link> - to define the state types = for "=0A= "unlocked tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:287=0A= msgid ""=0A= "<link = linkend=3D\"Ticket:Core::Ticket:Ticket::PendingReminderStateType\"> "=0A= "Ticket -> Core::Ticket > PendingReminderStateType </link> - to = define "=0A= "the state type for reminder tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:293=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::Ticket:Ticket::PendingAutoStateType\"> = Ticket -"=0A= "> Core::Ticket > PendingAutoStateType </link> - to define the = state "=0A= "type for Pending Auto tickets."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/states.xml:299=0A= msgid ""=0A= "<link linkend=3D\"Ticket:Core::Ticket:Ticket::StateAfterPending\"> = Ticket -> "=0A= "Core::Ticket > StateAfterPending </link> - to define the state a ticket = is "=0A= "set to after the Pending Auto timer of the configured state has = expired."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:4=0A= msgid "Ticket Responsibility & Ticket Watching"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:7=0A= msgid ""=0A= "From OTRS 2.1 on, it is possible to assign a person as being = responsible for "=0A= "a ticket, in addition to its owner. Moreover, all activities connected = with "=0A= "the ticket can be watched by someone other than the ticket owner. These = two "=0A= "functionalities are implemented with the TicketResponsible and = TicketWatcher "=0A= "features, and facilitate the assignment of tasks and working within "=0A= "hierarchical team structures."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:11=0A= msgid "Ticket Responsibility"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:14=0A= msgid ""=0A= "The ticket responsiblility feature facilitates the complete processing = of a "=0A= "ticket by an agent other than the ticket owner. Thus an agent who has = locked "=0A= "a ticket can pass it on to another agent, who is not the ticket owner, = in "=0A= "order for the second to respond to a customer request. After the = request has "=0A= "been dealt with, the first agent can withdraw the ticket responsibility = from "=0A= "the second agent."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:19=0A= msgid ""=0A= "With the configuration parameter <link = linkend=3D\"Ticket:Core::Ticket:Ticket::"=0A= "Responsible\">Ticket::Responsible</link>, the ticket responsibility = feature "=0A= "can be activated. This will cause 3 new links to appear in the ticket "=0A= "activities menu of a zoomed ticket in the agent interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:23=0A= msgid ""=0A= "Ticket responsibility can be assigned by calling up the ticket content = and "=0A= "clicking on the \"Responsible\" link in the ticket activities menu of a = "=0A= "zoomed ticket in the agent interface (see the Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:28=0A= msgid "Responsible link on ticket zoom"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:28=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"index.pl - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/ticket-zoom-responsible.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:34=0A= msgid ""=0A= "<emphasis>Figure: Changing the Responsibility of a ticket in its zoomed = view."=0A= "</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:38=0A= msgid ""=0A= "After clicking on \"Responsible\", a pop-up dialog to change the "=0A= "responsibility of that ticket will open (see Figure below). This dialog = can "=0A= "also be used to send a message to the new responsible agent."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:43=0A= msgid "Ticket Responsibility Pop-up Dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:43=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"index.pl - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/ticket-responsible.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:49=0A= msgid ""=0A= "<emphasis>Figure: Pop-up dialog to change a ticket's responsibility.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:53=0A= msgid ""=0A= "The list of all tickets for which an agent is responsible, can be = accessed "=0A= "through the Responsible view of the OTRS agent interface, as soon as = the "=0A= "ticket responsibility feature gets activated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:59=0A= msgid "Ticket watching"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:62=0A= msgid ""=0A= "From OTRS 2.1 on, select agents such as supervisors can watch certain "=0A= "tickets within the system without processing them, by using the "=0A= "TicketWatcher feature."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:66=0A= msgid ""=0A= "The TicketWatcher feature can be activated with the configuration = parameter "=0A= "<link linkend=3D\"Ticket:Core::TicketWatcher:Ticket::Watcher\">Ticket::"=0A= "Watcher</link> which adds new links to your actions toolbar. Using = <link "=0A= "linkend=3D\"Ticket:Core::TicketWatcher:Ticket::WatcherGroup\">Ticket::"=0A= "WatcherGroup</link>, one or more user groups with permission to watch "=0A= "tickets can also be defined."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:70=0A= msgid ""=0A= "In order to watch a ticket, go to its zoomed view and click on the "=0A= "\"Subscribe\" link in the ticket activities menu (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:75=0A= msgid "Subscribe link on ticket zoom"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:75=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"index.pl - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/ticket-subscribe.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:81=0A= msgid ""=0A= "<emphasis>Figure: Subscribing to watching a ticket in its zoomed = view.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:85=0A= msgid ""=0A= "If you no longer want to watch a specific ticket, go to its zoomed view = and "=0A= "click on the \"Unsubscribe\" link in the ticket activities menu (see = Figure "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:90=0A= msgid "Unsubscribe link on ticket zoom"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:90=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"index.pl - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/ticket-unsubscribe.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:96=0A= msgid ""=0A= "<emphasis>Figure: Unsubscribing from watching a ticket in its zoomed = view.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:100=0A= msgid ""=0A= "The list of all watched tickets can be accessed through the Watched = view of "=0A= "the OTRS agent interface (see Figure below), as soon as the ticket = watcher "=0A= "feature gets activated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:105=0A= msgid "Mailbox: Watched tickets"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:105=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"index.pl - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/ticket-subscribe-mailbox.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/ticket/monitoring-tickets.xml:111=0A= msgid "<emphasis>Figure: Watched tickets view.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/adminarea.xml:6=0A= msgid "The ADMIN area of OTRS"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:12=0A= msgid ""=0A= "The following system configuration settings are available to OTRS "=0A= "administrators by accessing the Admin page of the OTRS web interface - "=0A= "adding agents, customers and queues, ticket and mail settings, = installing "=0A= "additional packages such as FAQ and ITSM, and much more."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:16=0A= msgid ""=0A= "Agents who are members of the <emphasis>admin</emphasis> group can = access "=0A= "the Admin area by clicking the <emphasis>Admin</emphasis> link in the "=0A= "navigation bar (see Figure below). Agents without sufficiently elevated = "=0A= "access rights will not be able to access this link."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:21=0A= msgid "The OTRS Admin screen"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:21=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/adminarea.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:27=0A= msgid "<emphasis>Figure: OTRS Admin screen.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:33=0A= msgid "Agents, Groups and Roles"=0A= msgstr "Agentes, grupos e fun=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:36=0A= #, fuzzy=0A= msgid "Agents"=0A= msgstr "Agentes"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:39=0A= msgid ""=0A= "By clicking the link <emphasis>Agents</emphasis>, you get access to the = "=0A= "agent management screen of OTRS (see Figure below). Administrators can = add, "=0A= "change or deactivate agent accounts. Furthermore they can also manage = agent "=0A= "preferences, including the language and notification settings for the "=0A= "individual agent's interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:44=0A= msgid ""=0A= "An OTRS agent account may be deactivated but not deleted. Deactivation = is "=0A= "done by setting the Valid flag to <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:50=0A= #, fuzzy=0A= msgid "Agent management"=0A= msgstr "Administra=C3=A7=C3=A3o de agente"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:50=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "Agent management - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "agents.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:56=0A= msgid "<emphasis>Figure: Agent management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:60=0A= msgid ""=0A= "To register an agent, click on the \"Add agent\" button, enter the = required "=0A= "data and press the Submit button at the bottom of the screen, as shown = in "=0A= "Figure."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:65=0A= msgid "Adding an agent"=0A= msgstr "Adicionando um agente"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:65=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "agent management - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-agent."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:71=0A= msgid "<emphasis>Figure: Adding a new agent.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:75=0A= msgid ""=0A= "After the new agent account has been created, you should make the agent = a "=0A= "member of one or more groups or roles. Information about groups and = roles is "=0A= "available in the <link linkend=3D\"adminarea-groups\">Groups</link> and = <link "=0A= "linkend=3D\"adminarea-roles\">Roles</link> sections of this chapter."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:81=0A= #, fuzzy=0A= msgid "Groups"=0A= msgstr "Grupos"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:84=0A= msgid ""=0A= "Every agent's account should belong to at least one group or role. In a = "=0A= "brand new installation, there are three pre-defined groups available, = as "=0A= "shown in Table 5-1."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><table><title>=0A= #: en/content/administration/adminarea.xml:89=0A= msgid "Default groups available on a fresh OTRS installation"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><thead><row><entry>=0A= #: en/content/administration/adminarea.xml:93=0A= #, fuzzy=0A= msgid "Group"=0A= msgstr "Grupo"=0A= =0A= #. type: Content of: = <appendix><section><para><table><tgroup><thead><row><entry>=0A= #: en/content/administration/adminarea.xml:94=0A= #: en/content/administration/adminarea.xml:201=0A= #: en/content/administration/adminarea.xml:920=0A= #: en/content/administration/adminarea.xml:1384=0A= #: en/content/additional-resources.xml:36=0A= msgid "Description"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:99=0A= msgid "admin"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:100=0A= msgid "Allowed to perform administrative tasks in the system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:103=0A= msgid "stats"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:105=0A= msgid "Qualified to access the stats module of OTRS and generate = statistics."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:109=0A= msgid "users"=0A= msgstr "usu=C3=A1rios"=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:111=0A= msgid ""=0A= "Agents should belong to this group, with read and write permissions. = They "=0A= "can then access all functions of the ticket system."=0A= msgstr ""=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/administration/adminarea.xml:88=0A= #: en/content/administration/adminarea.xml:192=0A= #: en/content/installation/source.xml:390=0A= #: en/content/additional-resources.xml:27=0A= msgid "<placeholder type=3D\"table\" id=3D\"0\"/>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:121=0A= msgid ""=0A= "In a brand new OTRS installation, the <emphasis>users</emphasis> group "=0A= "initially does not have any members. The agent 'root@localhost' belongs = by "=0A= "default to the admin and stats groups."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:126=0A= msgid ""=0A= "You can access the group management page (see Figure below) by clicking = the "=0A= "<emphasis>Groups</emphasis> link in the admin area."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:131=0A= #, fuzzy=0A= msgid "Group management"=0A= msgstr "Administra=C3=A7=C3=A3o de grupo"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:131=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "group management - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "groups.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:137=0A= #: en/content/administration/adminarea.xml:158=0A= msgid "<emphasis>Figure: Group management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:142=0A= msgid ""=0A= "As with agents, an OTRS group may be deactivated but not deleted. "=0A= "Deactivation is done by setting the Valid flag to <emphasis>invalid</"=0A= "emphasis> or <emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:147=0A= msgid ""=0A= "To add an agent to a group, or to change the agents who belong to a = group, "=0A= "you can use the link <emphasis>Agents <-> Groups</emphasis> from = the "=0A= "Admin page (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:152=0A= #, fuzzy=0A= msgid "Agent Group management"=0A= msgstr "Administra=C3=A7=C3=A3o do Grupo de Agentes"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:152=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "groups and agents - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "agents-and-groups.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:162=0A= msgid ""=0A= "An overview of all groups and agents in the system is displayed on this = "=0A= "page. You can also use the available filters to find a specific entity. = If "=0A= "you want to change the groups that an agent is a member of, just click = on "=0A= "the agent's name (see Figure below). To change the agents associated = with a "=0A= "group, just click on the group you want to edit (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:167=0A= #: en/content/administration/adminarea.xml:178=0A= #, fuzzy=0A= msgid "Agent-Group management"=0A= msgstr "Administra=C3=A7=C3=A3o do Grupo de Agentes"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:167=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "groups and agents - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/agent-"=0A= "group-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:173=0A= msgid "<emphasis>Figure: Change the groups an agent belongs = to.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:178=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "groups and agents - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/agent-"=0A= "group-relations2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:184=0A= msgid ""=0A= "<emphasis>Figure: Change the agents that belong to a specific group.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:188=0A= msgid ""=0A= "Each group has a set of rights associated with it, and each group = member "=0A= "(agent) may have some combination of these rights for themselves. A = list of "=0A= "the permissions / rights is shown in Table 5-2."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><table><title>=0A= #: en/content/administration/adminarea.xml:193=0A= msgid "Rights associated with OTRS Groups"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><thead><row><entry>=0A= #: en/content/administration/adminarea.xml:198=0A= msgid "Right"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:208=0A= msgid "ro"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:211=0A= msgid "Read only access to the tickets, entries and queues of this = group."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:216=0A= #, fuzzy=0A= msgid "move into"=0A= msgstr "mover para"=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:219=0A= msgid ""=0A= "Right to move tickets or entries between queues or areas that belong to = this "=0A= "group."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:224=0A= #, fuzzy=0A= msgid "create"=0A= msgstr "criar"=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:227=0A= msgid ""=0A= "Right to create tickets or entries in the queues or areas of this = group."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:232=0A= msgid "owner"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:235=0A= msgid ""=0A= "Right to update the owner of tickets or entries in queues or areas that = "=0A= "belong to this group."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:240=0A= #, fuzzy=0A= msgid "priority"=0A= msgstr "prioridade"=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:243=0A= msgid ""=0A= "Right to change the priority of tickets or entries in queues or areas = that "=0A= "belong to this group."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:248=0A= msgid "rw"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:251=0A= msgid ""=0A= "Full read and write access on tickets or entries in the queues or areas = that "=0A= "belong to this group."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:261=0A= msgid ""=0A= "By default, the QueueView only lists tickets in queues that an agent = has "=0A= "<emphasis>rw</emphasis> access to, i.e., the tickets the agent needs to = work "=0A= "on. If you want to change this behaviour, you can set <link = linkend=3D\"Ticket:"=0A= "Frontend::Agent::Ticket::ViewQueue:Ticket::Frontend::"=0A= "AgentTicketQueue_ViewAllPossibleTickets\"> Ticket::Frontend::"=0A= "AgentTicketQueue###ViewAllPossibleTickets </link> to <emphasis>Yes</"=0A= "emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:271=0A= msgid "Roles"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:274=0A= msgid ""=0A= "Roles are a powerful feature to manage the access rights of many agents = in a "=0A= "very simple and quick manner. They are particularly useful for large, "=0A= "complex support systems with a lot of agents, groups and queues. An = example "=0A= "below explains when they should be used."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:278=0A= msgid ""=0A= "Suppose that you have a system with 100 agents, 90 of them with access = to a "=0A= "single queue called \"support\" where all support requests are handled. = The "=0A= "\"support\" queue contains multiple sub queues. The other 10 agents = have "=0A= "permission to access all queues of the system. These 10 agents dispatch = "=0A= "tickets, watch the raw queue and move spam messages into the \"junk\" = queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:282=0A= msgid ""=0A= "The company now opens a new department that sells some products. Order "=0A= "request and acceptance, order confirmation, bills, etc. must be = processed, "=0A= "and some of the company's agents are supposed to do this using OTRS. = The "=0A= "different agents have to get access to the new queues that must be = created."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:286=0A= msgid ""=0A= "Because it would take a long time to change the access rights for the "=0A= "individual agents manually, roles that define the different access = levels "=0A= "can be created. The agents can then be added to one or more roles, with = "=0A= "their access rights being modified automatically. If a new agent = account is "=0A= "created, it is also possible to add this account to one or more roles."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:291=0A= msgid ""=0A= "Roles are really useful when dealing with complex organizations and = when "=0A= "maintaining larger OTRS installations. Proper care is advised though. = Mixing "=0A= "Agent to Group with Agent to Role mappings can make for a complex = access "=0A= "control scheme, that is difficult to understand and maintain. If you = wish to "=0A= "use only roles and disable the Agents <-> Groups option in the = Admin "=0A= "area, you can do so by modifying the <link = linkend=3D\"Framework:Frontend::"=0A= "Admin::ModuleRegistration:Frontend::Module_AdminUserGroup\">Frontend::"=0A= "Module###AdminUserGroup</link> in the SysConfig. Be aware that this = won't "=0A= "remove already existing Agents to Group assignments!"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:296=0A= msgid ""=0A= "You can access the role management section (see Figure below ) by = clicking "=0A= "the <emphasis>Roles</emphasis> link on the Admin page."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:301=0A= #: en/content/administration/adminarea.xml:322=0A= msgid "Role management"=0A= msgstr "Administra=C3=A7=C3=A3o dos fun=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:301=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-roles.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:307=0A= msgid "<emphasis>Figure: Role management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:312=0A= msgid ""=0A= "As with agent and groups, roles once created can be deactivated but not = "=0A= "deleted. To deactivate, set the Valid option to = <emphasis>invalid</emphasis> "=0A= "or <emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:317=0A= msgid ""=0A= "An overview of all roles in the system is displayed. To edit a role's "=0A= "settings, click on the role's name. In a fresh new OTRS installation, = there "=0A= "are no roles defined by default. To register one, click on the \"Add = role\" "=0A= "button, provide the needed data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:322=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-role.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:328=0A= msgid "<emphasis>Figure: Adding a new role.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:332=0A= msgid ""=0A= "To get an overview of all roles and agents in the system, click on the = link "=0A= "Roles <-> Agents on the Admin page. You can also use filters to = find a "=0A= "specific element. If you want to change the roles associated with an = agent, "=0A= "just click on the agent's name (see Figure below). To change the agents = "=0A= "associated with a role, click on the role you want to edit (see Figure "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:338=0A= #: en/content/administration/adminarea.xml:349=0A= msgid "Agent Role management"=0A= msgstr "Administra=C3=A7=C3=A3o da fun=C3=A7=C3=A3o Agente"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:338=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles and agents - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "roles-agents-relation.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:344=0A= msgid "<emphasis>Figure: Change the Roles associated with an = Agent.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:349=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "groups and agents - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "roles-agents-relation2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:355=0A= msgid ""=0A= "<emphasis>Figure: Change the Agents associated with a specific Role.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:359=0A= msgid ""=0A= "To get an overview of all roles and groups in the system, click on the = link "=0A= "Roles <-> Groups on the Admin page. You will see a similar screen = as "=0A= "the one shown in the Figure. You can also use filters to find a = specific "=0A= "entity."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:364=0A= msgid "Role Group management"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:364=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles and groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "roles-groups.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:370=0A= msgid "<emphasis>Figure: Manage Roles-Groups relations.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:374=0A= msgid ""=0A= "To define the different access rights for a role, click on the name of = a "=0A= "role or a group (see below the Figures 5.13 and 5.14, respectively)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:379=0A= msgid "Change Group relations for a Role"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:379=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles and groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/groups-"=0A= "roles-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:385=0A= msgid "<emphasis>Figure: Change Group relations for a Role.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:390=0A= msgid "Change Role relations for a Group"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:390=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "roles and groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/groups-"=0A= "roles-relations2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:396=0A= msgid "<emphasis>Figure: Change Role relations for a Group.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:404=0A= #, fuzzy=0A= msgid "Customers and Customer Groups"=0A= msgstr "Clientes e Grupos de Clientes"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:407=0A= #, fuzzy=0A= msgid "Customers"=0A= msgstr "Clientes"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:410=0A= msgid ""=0A= "OTRS supports different types of users. Using the link \"Customers\" = (via "=0A= "the navigation bar, or the Admin page), you can manage the accounts of = your "=0A= "customers (see Figure below), who can log into the system via the = Customers "=0A= "interface (customer.pl). Through this interface, your customers can not = only "=0A= "create tickets but also review their past tickets for new updates. It = is "=0A= "important to know that a customer is needed for the ticket history in = the "=0A= "system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:415=0A= #: en/content/administration/adminarea.xml:434=0A= #, fuzzy=0A= msgid "Customer management"=0A= msgstr "Administra=C3=A7=C3=A3o de Cliente"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:415=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "customer - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-customer.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:421=0A= msgid "<emphasis>Figure: Customer management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:425=0A= msgid ""=0A= "You can search for a registered customer, or edit their settings by = clicking "=0A= "on their name. You also have the possibility to change the customer = back-"=0A= "end, for further information please refer to the chapter about <link = linkend=3D"=0A= "\"external-backends\">external back-ends</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:429=0A= msgid ""=0A= "To create a new customer account, click on the \"Add customer\" button = (see "=0A= "Figure below). Some of the fields are mandatory, i.e., they have to = contain "=0A= "values, so if you leave one of those empty, it will be highlighted in = red."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:434=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "customer - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-customer.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:440=0A= msgid "<emphasis>Figure: Adding a customer.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:444=0A= msgid ""=0A= "Customers can access the system by providing their username and = password. "=0A= "The CustomerID is needed by the system to identify the user and = associated "=0A= "tickets. Since the email address is a unique value, it can be used as = the ID."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:449=0A= msgid ""=0A= "As with agents, groups and roles, customers can not be deleted from the = "=0A= "system, only deactivated by setting the Valid option to = <emphasis>invalid</"=0A= "emphasis> or <emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:456=0A= #, fuzzy=0A= msgid "Customer Groups"=0A= msgstr "Grupos de cliente"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:459=0A= msgid ""=0A= "Customer users can also be added to a group, which can be useful if you = want "=0A= "to add customers of the same company with access to one or a few = queues. "=0A= "First create the group to which your customers will belong, via the = <link "=0A= "linkend=3D\"adminarea-groups\">Group management module</link>. Then add = the "=0A= "<link linkend=3D\"adminarea-queue\">queues</link> and select the new = group for "=0A= "the queues."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:463=0A= msgid ""=0A= "The next step is to activate the customer group support. This can be = done "=0A= "with the configuration parameter <link linkend=3D\"Framework:Frontend::"=0A= "Customer:CustomerGroupSupport\">CustomerGroupSupport</link>, from the = Admin "=0A= "SysConfig option. Using the parameter <link = linkend=3D\"Framework:Frontend::"=0A= "Customer:CustomerGroupAlwaysGroups\">CustomerGroupAlwaysGroups</link>, = you "=0A= "can specify the default groups for a newly added customer, so that = every new "=0A= "account will be automatically added to these groups."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:467=0A= msgid ""=0A= "Through the link \"Customers <-> Groups\" you can manage which "=0A= "customer shall belong to the different groups (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:472=0A= #, fuzzy=0A= msgid "Customer Group management"=0A= msgstr "Administra=C3=A7=C3=A3o do Grupo de Clientes"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:472=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\">Adminarea "=0A= "customer groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "customer-groups.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:478=0A= msgid "<emphasis>Figure: Customer-Group relations management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:482=0A= msgid ""=0A= "To define the different groups a customer should be part of and vice = versa, "=0A= "click on the corresponding customer username or group (see below the = Figures "=0A= "5.16 and 5.17, respectively)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:487=0A= msgid "Change Group relations for a Customer"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:487=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "customers and groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "groups-customers-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:493=0A= msgid "<emphasis>Figure: Change Group relations for a = Customer.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:498=0A= msgid "Change Customer relations for a Group"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:498=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "customer and groups - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/groups-"=0A= "customers-relations2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:504=0A= msgid "<emphasis>Figure: Change Customer relations for a = Group.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:512=0A= #, fuzzy=0A= msgid "Queues"=0A= msgstr "Filas"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:515=0A= msgid ""=0A= "Clicking on the link \"Queues\" of the Admin page, you can manage the = <link "=0A= "linkend=3D\"what-is-a-queue\">queues</link> of your system (see Figure = below). "=0A= "In a new OTRS installation there are 4 default queues: Raw, Junk, Misc = and "=0A= "Postmaster. All incoming messages will be stored in the \"Raw\" queue = if no "=0A= "filter rules are defined. The \"Junk\" queue can be used to store spam "=0A= "messages."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:520=0A= #: en/content/administration/adminarea.xml:535=0A= #, fuzzy=0A= msgid "Queue management"=0A= msgstr "Administra=C3=A7=C3=A3o de fila"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:520=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-queue.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:526=0A= msgid "<emphasis>Figure: Queue management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:530=0A= msgid ""=0A= "Here you can add queues (see Figure below) and modify them. You can = specify "=0A= "the group that should use the queue. You can also set the queue as a = sub-"=0A= "queue of an existing queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:535=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-queue.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:541=0A= msgid "<emphasis>Figure: Adding a new queue.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:545=0A= msgid ""=0A= "You can define an unlock timeout for a queue - if an agent locks a = ticket "=0A= "and does not close it before the unlock timeout has passed, the ticket = will "=0A= "be automatically unlocked and made available for other agents to work = on."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:549=0A= msgid ""=0A= "There are three escalation time settings that can be associated at = queue "=0A= "level:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><title>=0A= #: en/content/administration/adminarea.xml:553=0A= msgid "Escalation - First Response Time"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:556=0A= msgid ""=0A= "After creation of the ticket, if the time defined here expires without = any "=0A= "communication with the customer, either by email or phone, the ticket = is "=0A= "escalated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><title>=0A= #: en/content/administration/adminarea.xml:562=0A= #, fuzzy=0A= msgid "Escalation - Update Time"=0A= msgstr "Escala=C3=A7=C3=A3o - Hora da Atualiza=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:565=0A= msgid ""=0A= "If there is a customer followup either via e-mail or the customer = portal, "=0A= "that is recorded in the ticket, the escalation update time is reset. If = "=0A= "there is no customer contact before the time defined here expires, the "=0A= "ticket is escalated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><title>=0A= #: en/content/administration/adminarea.xml:571=0A= #, fuzzy=0A= msgid "Escalation - Solution Time"=0A= msgstr "Escala=C3=A7=C3=A3o - Hora da solu=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:574=0A= msgid ""=0A= "If the ticket is not closed before the time defined here expires, the = ticket "=0A= "is escalated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:580=0A= msgid ""=0A= "With 'Ticket lock after a follow-up', you can define if a ticket should = be "=0A= "set to 'locked' to the old owner if a ticket that has been closed and = later "=0A= "is re-opened. This ensures that a follow up for a ticket is processed = by the "=0A= "agent that has previously handled that ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:584=0A= msgid ""=0A= "The parameter for the system address specifies the email address that = will "=0A= "be used for the outgoing tickets of this queue. There is also the "=0A= "possibility to associate a queue with a salutation and a signature, for = the "=0A= "email answers. For more detailed information, please refer to the = sections "=0A= "<link linkend=3D\"adminarea-emailaddresses\">email addresses</link>, = <link "=0A= "linkend=3D\"adminarea-salutations\">salutations</link> and <link = linkend=3D"=0A= "\"adminarea-signatures\"> signatures</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/adminarea.xml:590=0A= msgid ""=0A= "As with agents, groups and customers, queues cannot be deleted, only "=0A= "deactivated, by setting the Valid option to = <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:598=0A= msgid "Salutations, signatures, attachments and responses"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:601=0A= msgid "Salutations"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:604=0A= msgid ""=0A= "A salutation is a text module for a response. Salutations can be linked = to "=0A= "one or more queues, as described in the section about <link linkend=3D"=0A= "\"adminarea-queue\">queues</link>. A salutation is used only if a = ticket "=0A= "from a queue the salutation is linked to, is answered. To manage the "=0A= "different salutations of your system, use the \"Salutations\" link of = the "=0A= "admin area (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:610=0A= #, fuzzy=0A= msgid "Salutation management"=0A= msgstr "Administra=C3=A7=C3=A3o de sauda=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:610=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "salutation - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/admin-"=0A= "salutation.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:616=0A= msgid "<emphasis>Figure: Salutation management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:620=0A= msgid ""=0A= "After a default installation there is already one salutation available, = "=0A= "\"system standard salutation (en)\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:624=0A= msgid ""=0A= "To create a new salutation, press the button \"Add salutation\", = provide the "=0A= "required data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:629=0A= #, fuzzy=0A= msgid "Add a salutation"=0A= msgstr "Adicionar uma sauda=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:629=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "salutation - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-salutation."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:635=0A= msgid "<emphasis>Figure: Adding a new salutation.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:639=0A= msgid ""=0A= "It is possible to use variables in salutations. When you respond to a "=0A= "ticket, the variable names will be replaced by their values."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:643=0A= msgid ""=0A= "The different variables you can use in responses are listed in the = lower "=0A= "part of the salutation screen. If you use, for example, the variable = <"=0A= "OTRS_LAST_NAME> the last name of the ticket's sender will be = included in "=0A= "your reply."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:648=0A= msgid ""=0A= "As with other OTRS entities, salutations cannot be deleted, only = deactivated "=0A= "by setting the Valid option to <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:655=0A= #, fuzzy=0A= msgid "Signatures"=0A= msgstr "Assinaturas"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:658=0A= msgid ""=0A= "Another text module for a response is the signature. Signatures can be "=0A= "linked to a queue, as described in the section about the <link = linkend=3D"=0A= "\"adminarea-queue\">queues</link>. Please note that a signature will = only be "=0A= "appended to a response text, if it has previously been linked to a = queue. "=0A= "You can manage the signatures in your system by accessing the = \"Signatures\" "=0A= "link of the Admin page, (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:663=0A= #, fuzzy=0A= msgid "Management of Signatures"=0A= msgstr "Administra=C3=A7=C3=A3o de assinaturas"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:663=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "Signatures - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/admin-"=0A= "signatures.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:669=0A= msgid "<emphasis>Figure: Signatures management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:673=0A= msgid ""=0A= "After a fresh installation of OTRS, there is one predefined signature = stored "=0A= "in your system, \"system standard signature (en)\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:677=0A= msgid ""=0A= "To create a new signature, press the button \"Add signature\", provide = the "=0A= "needed data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:682=0A= #, fuzzy=0A= msgid "Add a signature"=0A= msgstr "Adicionar uma assinatura"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:682=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "signature - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-signature.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:688=0A= msgid "<emphasis>Figure: Adding a new signature.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:692=0A= msgid ""=0A= "Like salutations, signatures can also contain dynamic content, such as = the "=0A= "first and last name of the agent who answers the ticket. Here too, = variables "=0A= "can be used to replace the content of the signature text for every = ticket. "=0A= "See the lower part of the signatures screen for the variables which can = be "=0A= "used. If you include the variable <OTRS_LAST_NAME> in a signature = for "=0A= "example, the last name of the agent who answers the ticket will replace = the "=0A= "variable."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: en/content/administration/adminarea.xml:697=0A= msgid ""=0A= "As with salutations, signatures too cannot be deleted, only deactivated = by "=0A= "setting the Valid option to <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:704=0A= msgid "Attachments"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:707=0A= msgid ""=0A= "You can also optionally add one or more attachments to a response. If = the "=0A= "response is selected, the attachments will be attached to the message "=0A= "composition window. If necessary, the agent can remove the attachment = from "=0A= "an individual response before sending it to the customer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:711=0A= msgid ""=0A= "Through the \"Attachment\" link of the Admin page, you can load the "=0A= "attachments into the database of the system (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:716=0A= #, fuzzy=0A= msgid "Managing Attachments for Responses"=0A= msgstr "Adiministrando anexos para resposta"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:716=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "attachment - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/admin-"=0A= "attachment.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:722=0A= msgid "<emphasis>Figure: Attachments management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:726=0A= msgid ""=0A= "To create a new attachment, press the button \"Add attachment\", = provide the "=0A= "required data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:731=0A= #, fuzzy=0A= msgid "Add an Attachment"=0A= msgstr "Adicionar um anexo"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:731=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "signature - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-attachment."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:737=0A= msgid "<emphasis>Figure: Adding a new attachment.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:741=0A= msgid ""=0A= "If an attachment is stored it can be linked to one or more responses. = Click "=0A= "on the \"Attachment <-> Responses\" link of the Admin page (see = Figure "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:747=0A= msgid "Linking Attachments to Responses"=0A= msgstr "Conectando anexos a respostas"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:747=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "attachment response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "attachment-response.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:753=0A= msgid "<emphasis>Figure: Linking Attachments to Responses.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:757=0A= msgid ""=0A= "To associate different attachments with a specific response and vice = versa, "=0A= "click on the corresponding response name or attachment (see below the "=0A= "Figures 5.27 and 5.28, respectively)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:762=0A= msgid "Change Attachment relations for a Response"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:762=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "responses and attachments - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "response-attachment-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:768=0A= msgid ""=0A= "<emphasis>Figure: Change Attachment relations for a = Response.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:773=0A= msgid "Change Response relations for an Attachment"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:773=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "responses and attachments - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "response-attachment-relations2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:779=0A= msgid ""=0A= "<emphasis>Figure: Change Response relations for an = Attachment.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:785=0A= #: en/content/administration/adminarea.xml:797=0A= #: en/content/administration/adminarea.xml:812=0A= #, fuzzy=0A= msgid "Responses"=0A= msgstr "Respostas"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:788=0A= msgid ""=0A= "To speed up ticket processing and to standardize the look of answers, = you "=0A= "can define responses in OTRS. A response can be linked to one or more = queues "=0A= "and vice versa. In order to be able to use a response quickly, the = different "=0A= "responses are displayed below every ticket in the QueueView or in \"My = Queues"=0A= "\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:792=0A= msgid ""=0A= "For a fresh OTRS installation, the \"empty answer\" response is set as = the "=0A= "default for every queue. Clicking the \"Responses\" link on the Admin = page "=0A= "brings you to the Responses management page (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:797=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-response.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:803=0A= msgid "<emphasis>Figure: Responses management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:807=0A= msgid ""=0A= "To create a new response, click on the \"Add response\" button, provide = the "=0A= "required data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:812=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-response.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:818=0A= msgid "<emphasis>Figure: Adding a response.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:822=0A= msgid ""=0A= "To add/remove responses to one or more queues, click on the \"Responses = <-"=0A= "> Queues\" link on the Admin page (see Figure below). You can also = use "=0A= "filters to get information regarding a specific entity."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:827=0A= msgid "Manage Response-Queue relations"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:827=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "response queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "response-queue.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:833=0A= msgid "<emphasis>Figure: Response-Queue relations management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:837=0A= msgid ""=0A= "To define the different responses that will be available for a queue = and "=0A= "vice versa, click on the corresponding response or queue (see below the = "=0A= "Figures 5.32 and 5.33, respectively)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:842=0A= msgid "Change Queue relations for a Response"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:842=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "response and queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "responses-queues-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:848=0A= msgid "<emphasis>Figure: Change Queue relations for a = Response.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:853=0A= msgid "Change Response relations for a Queue"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:853=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "response and queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "responses-queues-relations2.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:859=0A= msgid "<emphasis>Figure: Change Response relations for a = Queue.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/adminarea.xml:863=0A= msgid ""=0A= "The structure of a response is self explanatory. It includes the = salutation "=0A= "associated with the queue, then the text of the response, then the = quoted "=0A= "ticket text, and finally the signature associated with the queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:871=0A= #, fuzzy=0A= msgid "Auto responses"=0A= msgstr "Auto respostas"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:874=0A= msgid ""=0A= "OTRS allows you to send automatic responses to customers based on the "=0A= "occurrence of certain events, such as the creation of a ticket in a = specific "=0A= "queue, the receipt of a follow-up message in regards to a ticket, the "=0A= "closure or rejection of a ticket, etc. To manage such responses, click = the "=0A= "link \"Auto responses\" on the Admin page (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:879=0A= #, fuzzy=0A= msgid "Auto Response management"=0A= msgstr "Administra=C3=A7=C3=A3o da auto resposta"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:879=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "auto response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "autoresponse.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:885=0A= msgid "<emphasis>Figure: Auto Response management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:889=0A= msgid ""=0A= "To create an automatic response, click on the button \"Add auto = response\", "=0A= "provide the needed data and submit it (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:894=0A= #, fuzzy=0A= msgid "Adding an Auto Response"=0A= msgstr "Adicionando uma auto resposta"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:894=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "auto response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-"=0A= "autoresponse.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:900=0A= msgid "<emphasis>Figure: Adding an Auto Response.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:904=0A= msgid ""=0A= "The subject and text of auto responses can be generated by variables, = just "=0A= "as in signatures and salutations. If you insert, for example, the = variable "=0A= "<OTRS_CUSTOMER_EMAIL[5]> into the body of the auto answer, the = first 5 "=0A= "lines of the customer mail text will be inserted into the auto answer. = You "=0A= "will find more details about the valid variables that can be used at = the "=0A= "bottom of the screen shown in the Figure."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:908=0A= msgid ""=0A= "For every automatic answer, you can specify the event that should = trigger "=0A= "it. The system events that are available after a default installation = are "=0A= "described in the Table 5-3."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><title>=0A= #: en/content/administration/adminarea.xml:912=0A= msgid "Events for Auto answers"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:927=0A= #, fuzzy=0A= msgid "auto reply"=0A= msgstr "auto resposta"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:930=0A= msgid "Creation of a ticket in a certain queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:935=0A= msgid "auto reply/new ticket"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:938=0A= msgid ""=0A= "Reopening of an already closed ticket, e.g. if a customer replies to = such "=0A= "ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:943=0A= msgid "auto follow up"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:946=0A= msgid "Reception of a follow-up for a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:951=0A= msgid "auto reject"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:954=0A= msgid "Automatic rejection of a ticket, done by the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:959=0A= msgid "auto remove"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:962=0A= msgid "Deletion of a ticket, done by the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/adminarea.xml:971=0A= msgid ""=0A= "As with other OTRS entities, auto responses too cannot be deleted, only = "=0A= "deactivated, by setting the Valid option to = <emphasis>invalid</emphasis> or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:976=0A= msgid ""=0A= "To add an auto response to a queue, use the \"Auto Response <-> = Queues"=0A= "\" link on the Admin page (see Figure below). All system events are = listed "=0A= "for every queue, and an auto answer with the same event can be selected = or "=0A= "removed via a listbox."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:981=0A= msgid "Manage Queue - Auto Response relations"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:981=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "queue - auto response - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "admin-autoresponse-queue.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:987=0A= msgid "<emphasis>Figure: Queue-Auto Response relations = management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:991=0A= msgid ""=0A= "To define the different auto responses that will be available for a = queue, "=0A= "click on the corresponding queue name (see Figure below). It is also "=0A= "possible to edit an existing auto response - to do so, click on the = response "=0A= "and edit in the same manner as editing a new auto response."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:996=0A= msgid "Change Auto Response relations for a Queue"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:996=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "auto response and queue - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "autoresponses-queues-relations.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1002=0A= msgid ""=0A= "<emphasis>Figure: Change Auto Response relations for a = Queue.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1009=0A= #, fuzzy=0A= msgid "Email addresses"=0A= msgstr "Endere=C3=A7os de e-mail"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1012=0A= msgid ""=0A= "To enable OTRS to send emails, you need a valid email address to be = used by "=0A= "the system. OTRS is capable of working with multiple email addresses, = since "=0A= "many support installations need to use more than one. A queue can be = linked "=0A= "to many email addresses, and vice versa. The address used for outgoing "=0A= "messages from a queue can be set when the queue is created. Use the = \"Email "=0A= "Addresses\" link from the Admin page to manage all email addresses of = the "=0A= "system (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1017=0A= #, fuzzy=0A= msgid "Managing Email Addresses"=0A= msgstr "Adiministra=C3=A7=C3=A3o de endere=C3=A7os de e-mail"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1017=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "email - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-email.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1023=0A= msgid "<emphasis>Figure: System Email Addresses management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1027=0A= msgid ""=0A= "If you create a new mail address (see Figure below),you can select the = queue "=0A= "or sub queue to be linked with it. This link enables the system to sort = "=0A= "incoming messages via the address in the To: field of the mail into the = "=0A= "right queue."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1032=0A= #, fuzzy=0A= msgid "Adding a system Email Address"=0A= msgstr "Adicionando um endere=C3=A7o de email do sistema"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1032=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "email - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-email.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1038=0A= msgid "<emphasis>Figure: Adding a system Email Address.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/adminarea.xml:1043=0A= msgid ""=0A= "As with other OTRS entities, email addresses cannot be deleted, only "=0A= "deactivated by setting the Valid option to <emphasis>invalid</emphasis> = or "=0A= "<emphasis>invalid-temporarily</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1050=0A= #, fuzzy=0A= msgid "Notifications"=0A= msgstr "Notifica=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1053=0A= msgid ""=0A= "OTRS allows notifications to be sent to agents and customers, based on = the "=0A= "occurrence of certain events. Agents can set the system events for = their own "=0A= "notifications via the <link = linkend=3D\"user-preferences\">preferences</link> "=0A= "link."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1057=0A= msgid ""=0A= "Through the \"Agent Notifications\" link on the Admin page, you can = manage "=0A= "the notifications of your system (see Figure below). You can use = filters to "=0A= "list only certain notifications."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1062=0A= #: en/content/administration/adminarea.xml:1077=0A= #, fuzzy=0A= msgid "Managing Notifications"=0A= msgstr "Administrando notifica=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1062=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "notifications - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "notification.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1068=0A= msgid "<emphasis>Figure: Notification management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1072=0A= msgid ""=0A= "You can customize the subject and the text of the notifications. Click = on "=0A= "the notification you want to change from the list, and its content will = get "=0A= "loaded for editing (see Figure). Please note that there is a = notification "=0A= "with the same name for each of the available languages."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1077=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "notifications - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/customize-"=0A= "notification.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1083=0A= msgid "<emphasis>Figure: Customizing a Notification.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1087=0A= msgid ""=0A= "Just as with signatures and salutations, it is possible to dynamically "=0A= "create the content of a notification, by using special variables. You = can "=0A= "find a list of variables at the bottom of the screen shown in the = Figure."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1091=0A= msgid ""=0A= "It is also possible to create notifications based on events. You can = specify "=0A= "in detail when and to whom you want such a notification to be sent. You = can "=0A= "choose from a wide variety of parameters, such as: recipient group(s), = agent"=0A= "(s), role(s), email address(es), type of event triggering the = notification, "=0A= "ticket-type, state, priority, queue, lock, service, SLA, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1095=0A= msgid ""=0A= "In order to see a list of all event based notifications, click on the = link "=0A= "\"Notifications (Event)\" on the Admin page (see Figure)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1100=0A= msgid "Managing Event-based Notifications"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1100=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "event based notifications - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "admin-notification-eventbased.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1106=0A= msgid "<emphasis>Figure: Event based Notification management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1110=0A= msgid ""=0A= "As shown in Figure, you can create a new notification by clicking on = the Add "=0A= "button (see Figure)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1115=0A= msgid "Managing Event based Notifications"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1115=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "event based notifications - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "admin-notification-eventbased-new.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1121=0A= msgid ""=0A= "<emphasis>Figure: Registering an Event based Notification management.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1125=0A= msgid ""=0A= "Please note that the content of the event based notifications can also = be "=0A= "dynamically created by using the special variables listed at the bottom = of "=0A= "the screen shown in the Figure."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1131=0A= #: en/content/administration/adminarea.xml:1143=0A= msgid "SMIME"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1134=0A= msgid ""=0A= "OTRS can process incoming S/MIME encoded messages and sign outgoing = mails. "=0A= "Before this feature can be used, you need to activate it and change = some "=0A= "<link linkend=3D\"Framework:Crypt::SMIME\">configuration = parameters</link> in "=0A= "the SysConfig."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1138=0A= msgid ""=0A= "The \"S/MIME Certificates\" link on the Admin page allows you to manage = your "=0A= "S/MIME certificates (see Figure below). You can add or remove = certificates, "=0A= "and also search through the SMIME data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1143=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "smime - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-smime.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1149=0A= msgid "<emphasis>Figure: S/MIME management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1155=0A= #: en/content/administration/adminarea.xml:1167=0A= msgid "PGP"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1158=0A= msgid ""=0A= "OTRS handles PGP keys, which allows you to encrypt/decrypt messages and = to "=0A= "sign outgoing messages. Before this feature can be used, you need to "=0A= "activate it and change some <link linkend=3D\"Framework:Crypt::PGP\"> "=0A= "configuration parameters </link> in the SysConfig."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1162=0A= msgid ""=0A= "Through the \"PGP Keys\" link on the Admin page, it is possible to = manage "=0A= "the key ring of the user who shall be used for PGP with OTRS (see = Figure "=0A= "below), e.g. the local OTRS user or the web server user. It is possible = to "=0A= "add and remove keys and signatures, and you can search through all data = in "=0A= "your key ring."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1167=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "pgp - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-pgp.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1173=0A= msgid "<emphasis>Figure: PGP management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1179=0A= #, fuzzy=0A= msgid "States"=0A= msgstr "Estados"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1182=0A= msgid ""=0A= "Through the \"States\" link on the Admin page, you can manage the = different "=0A= "ticket states you want to use in the system (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1187=0A= #, fuzzy=0A= msgid "Managing ticket states"=0A= msgstr "Administrando estados do t=C3=ADquete"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1187=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "states - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-states.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1193=0A= msgid "<emphasis>Figure: State management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1197=0A= msgid "After a default setup, there are some states defined:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1203=0A= msgid "closed successful"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1208=0A= msgid "closed unsuccessful"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1213=0A= #: en/content/administration/adminarea.xml:1260=0A= msgid "merged"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1218=0A= #: en/content/administration/adminarea.xml:1265=0A= #, fuzzy=0A= msgid "new"=0A= msgstr "novo"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1223=0A= #: en/content/administration/adminarea.xml:1270=0A= msgid "open"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1228=0A= msgid "pending auto close+"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1233=0A= msgid "pending auto close-"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1238=0A= #: en/content/administration/adminarea.xml:1280=0A= msgid "pending reminder"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1243=0A= #: en/content/administration/adminarea.xml:1285=0A= msgid "removed"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1249=0A= msgid ""=0A= "Every state is linked to a type, which needs to be specified if a new = state "=0A= "is created. By default the state types are:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1255=0A= msgid "closed"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/adminarea.xml:1275=0A= msgid "pending auto"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/adminarea.xml:1294=0A= #: en/content/administration/stats.xml:836=0A= msgid "SysConfig"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1297=0A= msgid ""=0A= "The SysConfig link leads to the section where many OTRS configuration "=0A= "options are maintained."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1301=0A= msgid ""=0A= "The SysConfig link on the Admin page loads the graphical interface for "=0A= "system configuration (see Figure below). You can upload your own "=0A= "configuration files for the system, as well as backup all your current "=0A= "settings into a file. Almost all configuration parameters of the OTRS "=0A= "framework and installed applications can be viewed and changed through = this "=0A= "interface. Since all configuration parameters are sorted into groups = and sub "=0A= "groups, it is possible to navigate quickly through the vast number of "=0A= "existing parameters. It is also possible to perform a full-text search "=0A= "through all of the configuration parameters."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1306=0A= msgid "The graphical interface for system configuration (SysConfig)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1306=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "sysconfig - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-sysconfig."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1312=0A= msgid ""=0A= "<emphasis>Figure: The graphical interface for system configuration "=0A= "(SysConfig).</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1316=0A= msgid ""=0A= "The graphical interface for system configuration is described in more = detail "=0A= "in the chapter <link linkend=3D\"sysconfig\"> \"Configuring the system = through "=0A= "the web interface\"</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1323=0A= #, fuzzy=0A= msgid "Using mail accounts"=0A= msgstr "Usando contas de e-mail"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1326=0A= msgid ""=0A= "There are several possibilities to transport new emails into the ticket = "=0A= "system. One way is to use a local MTA and the <link linkend=3D\"email-"=0A= "receiving-cmd\">otrs.PostMaster.pl script</link> that pipes the mails "=0A= "directly into the system. Another possibility is the use of mail = accounts "=0A= "which can be administrated through the web interface. The \"PostMaster = Mail "=0A= "Accounts\" link on the Admin page loads the management console for the = mail "=0A= "accounts (see Figure below). OTRS supports the mail protocols: POP3, = POP3S, "=0A= "IMAP and IMAPS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1331=0A= #, fuzzy=0A= msgid "Mail account management"=0A= msgstr "Administra=C3=A7=C3=A3o de conta de e-mail"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1331=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "postmaster - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/admin-"=0A= "mailaccount.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1337=0A= msgid "<emphasis>Figure: Mail account management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1341=0A= msgid ""=0A= "See the section about <link = linkend=3D\"email-receiving-pop3\">PostMaster Mail "=0A= "Accounts</link> for more details."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1347=0A= msgid "Filtering incoming email messages"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1350=0A= msgid ""=0A= "OTRS has the capability to filter incoming email messages. For example, = it "=0A= "is possible to put certain emails automatically into specified queues, = or to "=0A= "set a specific state or ticket type for some mails. The filters apply = to all "=0A= "incoming mails. You can manage your filters via the link \"PostMaster = Filter"=0A= "\" on the Admin page (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1355=0A= msgid "Managing filter rules for incoming messages"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1355=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "postmasterfilter - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "postmasterfilter.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1361=0A= msgid "<emphasis>Figure: PostMaster filter management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1365=0A= msgid ""=0A= "A filter consists of one or more criteria that must be met in order for = the "=0A= "defined actions to be executed on the email. Filter criteria may be = defined "=0A= "for the headers or the body of an email, e.g. search for specific = header "=0A= "entries, such as a sender address, or on strings in the body. Even = regular "=0A= "expressions can be used for extended pattern matching. If your filter "=0A= "matches, you can set fields using the X-OTRS headers in the GUI. These "=0A= "values will be applied when creating the ticket or follow-up message in = "=0A= "OTRS. The Table 5-4 lists the different X-OTRS headers and their = meaning."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1369=0A= msgid ""=0A= "Note: You also can use X-OTRS-FollowUp-* headers to set values for = follow up "=0A= "emails."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><title>=0A= #: en/content/administration/adminarea.xml:1373=0A= msgid "Function of the different X-OTRS-headers"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><thead><row><entry>=0A= #: en/content/administration/adminarea.xml:1381=0A= msgid "Possible values"=0A= msgstr "Valores poss=C3=ADveis"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1391=0A= #, fuzzy=0A= msgid "X-OTRS-Priority:"=0A= msgstr "X-OTRS-Priority:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1394=0A= msgid "1 very low, 2 low, 3 normal, 4 high, 5 very high"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1397=0A= msgid "Sets the priority of a ticket."=0A= msgstr "Configura a prioridade de um t=C3=ADquete."=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1402=0A= #, fuzzy=0A= msgid "X-OTRS-Queue:"=0A= msgstr "X-OTRS-Queue:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1405=0A= msgid "Name of a queue in the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1408=0A= msgid ""=0A= "Sets the queue where the ticket shall be sorted. If set in X-OTRS = header, "=0A= "all other filter rules that try to sort a ticket into a specific queue = are "=0A= "ignored. If you use a sub-queue, specify it as "Parent::Sub"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1413=0A= #, fuzzy=0A= msgid "X-OTRS-Lock:"=0A= msgstr "X-OTRS-Lock:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1416=0A= msgid "lock, unlock"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1419=0A= msgid "Sets the lock state of a ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1424=0A= #, fuzzy=0A= msgid "X-OTRS-Ignore:"=0A= msgstr "X-OTRS-Ignore:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1427=0A= msgid "Yes or True"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1430=0A= msgid ""=0A= "If this X-OTRS header is set to \"Yes\", the incoming message will "=0A= "completely be ignored and never delivered to the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1435=0A= #, fuzzy=0A= msgid "X-OTRS-State:"=0A= msgstr "X-OTRS-State:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1438=0A= msgid "new, open, closed successful, closed unsuccessful, ..."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1441=0A= msgid "Sets the next state of the ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1446=0A= #, fuzzy=0A= msgid "X-OTRS-State-PendingTime:"=0A= msgstr "X-OTRS-State-PendingTime:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1449=0A= msgid "e. g. 2010-11-20 00:00:00"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1452=0A= msgid ""=0A= "Sets the pending time of a ticket (you also should sent a pending state = via "=0A= "X-OTRS-State)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1457=0A= #, fuzzy=0A= msgid "X-OTRS-Type:"=0A= msgstr "X-OTRS-Type:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1460=0A= msgid "default (depends on your setup)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1463=0A= msgid "Sets the type of a ticket (if Ticket::Type is activated)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1468=0A= #, fuzzy=0A= msgid "X-OTRS-Service:"=0A= msgstr "X-OTRS-Service:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1471=0A= #: en/content/administration/adminarea.xml:1482=0A= msgid "(depends on your setup)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1474=0A= msgid ""=0A= "Sets the service of a ticket (if Ticket::Service is active). If you = want to "=0A= "set a sub-service you should specify it as "Parent::Sub"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1479=0A= #, fuzzy=0A= msgid "X-OTRS-SLA:"=0A= msgstr "X-OTRS-SLA:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1485=0A= msgid "Sets the SLA of a ticket (if Ticket::Service support is active)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1490=0A= #, fuzzy=0A= msgid "X-OTRS-CustomerUser:"=0A= msgstr "X-OTRS-CustomerUser:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1493=0A= msgid "CustomerUser"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1496=0A= msgid "Sets the customer user for the ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1501=0A= #, fuzzy=0A= msgid "X-OTRS-CustomerNo:"=0A= msgstr "X-OTRS-CustomerNo:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1504=0A= msgid "CustomerNo"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1507=0A= msgid "Sets the customer ID for this ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1512=0A= #, fuzzy=0A= msgid "X-OTRS-SenderType:"=0A= msgstr "X-OTRS-SenderType:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1515=0A= msgid "agent, system, customer"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1518=0A= msgid "Sets the type of the ticket sender."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1523=0A= #, fuzzy=0A= msgid "X-OTRS-ArticleType:"=0A= msgstr "X-OTRS-ArticleType:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1526=0A= msgid ""=0A= "email-external, email-internal, email-notification-ext, = email-notification-"=0A= "int, phone, fax, sms, webrequest, note-internal, note-external, = note-report"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1529=0A= msgid "Sets the article type for the incoming ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1534=0A= msgid "X-OTRS-DynamicField-<DynamicFieldName>:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1537=0A= msgid ""=0A= "Depends on Dynamic Field configuration (Text: Notebook, Date: = 2010-11-20 "=0A= "00:00:00, Integer: 1)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1540=0A= msgid ""=0A= "Saves an additional info value for the ticket on = <DynamicFieldName> "=0A= "Dynamic Field."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1545=0A= #, fuzzy=0A= msgid "X-OTRS-Loop:"=0A= msgstr "X-OTRS-Loop:"=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1548=0A= msgid "True"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tgroup><tbody><row><entry>=0A= #: en/content/administration/adminarea.xml:1551=0A= msgid ""=0A= "If this X-OTRS header is set, no auto answer is delivered to the sender = of "=0A= "the message (mail loop protection)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1559=0A= msgid ""=0A= "You should specify a name for every filter rule. Filter criteria can be = "=0A= "specified in the section \"Filter Condition\". Choose via the listboxes = for "=0A= "\"Header 1\", \"Header 2\" and so on for the parts of the messages = where you "=0A= "would like to search, and specify on the right side the values you wish = to "=0A= "filter on. In the section \"Set Email Headers\", you can choose the = actions "=0A= "that are triggered if the filter rules match. You can select for = \"Header "=0A= "1\", \"Header 2\" and so on to select the X-OTRS-Header and set the "=0A= "associated values (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1564=0A= msgid "Adding filter rules for incoming messages"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1564=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "postmasterfilter - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/add-"=0A= "postmasterfilter.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1570=0A= msgid "<emphasis>Figure: Add a PostMaster filter.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><title>=0A= #: en/content/administration/adminarea.xml:1574=0A= msgid "Sort spam mails into a specific queue"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><para>=0A= #: en/content/administration/adminarea.xml:1577=0A= msgid ""=0A= "A useful filter rule would be to let OTRS automatically move mails = marked "=0A= "for spam ,by using a spam detection tool such as SpamAssassin, into the = "=0A= "\"Junk\" queue. SpamAssassin adds the \"X-Spam-Flag\" header to every "=0A= "checked mail. When the mail is marked as spam, the Header is set to = \"Yes\". "=0A= "So the filter criteria would be \"X-Spam-Flag: Yes\". To create a = filter "=0A= "rule with this criteria you can insert the name as, for example, = \"spam-mails"=0A= "\". In the section for \"Filter Condition\", choose \"X-Spam-Flag:\" = for "=0A= "\"Header 1\" from the listbox. Insert \"Yes\" as value for this header. = Now "=0A= "the filter criteria is specified. To make sure that all spam mails are "=0A= "placed into the \"Junk\" queue, choose in the section for \"Set Email = Headers"=0A= "\", the \"X-OTRS-Queue:\" entry for \"Header 1\". Specify \"Junk\" as = value "=0A= "for this header. Finally add the new filter rule to activate it for new = "=0A= "messages in the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1582=0A= msgid ""=0A= "There are additional modules, that can be used to <link = linkend=3D\"email-"=0A= "receiving-filter\">filter incoming messages</link> more specifically. = These "=0A= "modules might be useful when dealing with larger, more complex systems."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1589=0A= msgid "Executing automated jobs with the GenericAgent"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1592=0A= msgid ""=0A= "The GenericAgent is a tool to execute tasks automatically. In its = absence "=0A= "such tasks would need to be done manually by an agent. The = GenericAgent, for "=0A= "example, can close or move tickets, send notifications on escalated = tickets, "=0A= "etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1596=0A= msgid ""=0A= "Click the link \"GenericAgent\" on the Admin page (see Figure below). A = "=0A= "table with all automated jobs, that are currently configure to run in = the "=0A= "system is displayed. These jobs can then be edited in order to run them = "=0A= "manually or can be removed entirely."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1601=0A= msgid "Job list for the GenericAgent"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1601=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "genericagent - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "genericagent.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1607=0A= msgid "<emphasis>Figure: Job list for the GenericAgent.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1611=0A= msgid ""=0A= "Click the \"Add job\" button to create a new job. You first need to = supply a "=0A= "name for the job in addition to the times when the job should be = executed. "=0A= "Different criteria to target the tickets to work on and regarding what "=0A= "changes to apply to those tickets can also be set (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1616=0A= msgid "Creating a job for the GenericAgent"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1616=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "genericagent - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/add-"=0A= "genericagent-job.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1622=0A= msgid "<emphasis>Figure: Creating a job for the GenericAgent.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1626=0A= msgid ""=0A= "On completion of the job creation, all affected tickets by the job are "=0A= "listed. This list helps you to verify that the job is working as = intended. "=0A= "At this point no changes have been made to these tickets yet. The job = will "=0A= "only be activated once it is saved into the job list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1632=0A= msgid "Admin email"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1635=0A= msgid ""=0A= "OTRS administrators can send messages to specific users or groups. The "=0A= "\"Admin Notification\" link on the Admin page opens the screen where = the "=0A= "agents and groups that should be notified can be selected (see Figure = below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1640=0A= msgid "Admin notification"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1640=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "email - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/send-admin-"=0A= "notification.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1646=0A= msgid "<emphasis>Figure: Admin notification.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1650=0A= msgid ""=0A= "It is possible to specify the sender, subject and body text of the "=0A= "notification. You can also select the agents, groups and roles who = should "=0A= "receive the message."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1656=0A= #: en/content/administration/adminarea.xml:1664=0A= #, fuzzy=0A= msgid "Session management"=0A= msgstr "Administra=C3=A7=C3=A3o da sess=C3=A3o"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1659=0A= msgid ""=0A= "You can see all logged in users and their session details by clicking = the "=0A= "\"Session Management\" link in the admin area (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1664=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "sessionmanagement - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "sessionmanagement.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1670=0A= msgid "<emphasis>Figure: Session management.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1674=0A= msgid ""=0A= "Some statistics about all active sessions are displayed, e.g. how many "=0A= "agents and customer users are logged in and the number of active = sessions. "=0A= "Any individual session can be removed by clicking on the <emphasis>Kill = this "=0A= "session</emphasis> link on the right-hand side of the list. You also = have "=0A= "the option to <emphasis>Kill all sessions</emphasis>, which can be = useful if "=0A= "you want to take the system offline. Detailed information for every = session "=0A= "is available, too (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1679=0A= #, fuzzy=0A= msgid "Session details"=0A= msgstr "Detalhes da sess=C3=A3o"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1679=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "session management - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "session-details.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1685=0A= msgid "<emphasis>Figure: Session details.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1691=0A= #: en/content/administration/adminarea.xml:1699=0A= #, fuzzy=0A= msgid "System Log"=0A= msgstr "Log do sistema"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1694=0A= msgid ""=0A= "The \"System Log\" link on the Admin page shows the log entries of the "=0A= "system, reverse chronologically sorted with most recent first (see = Figure "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1699=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "syslog - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-syslog.png"=0A= "\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1705=0A= msgid "<emphasis>Figure: System Log.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1709=0A= msgid ""=0A= "Each line in the log contains a time stamp, the log priority, the = system "=0A= "component and the log entry itself."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/adminarea.xml:1714=0A= msgid ""=0A= "System logs are available via the web interface only on Linux / Unix "=0A= "systems. On Windows systems, you can see the logs using a text editor = by "=0A= "opening the file = <filename>[install_dir]otrs\\var\\log\\otrs.log</filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/adminarea.xml:1721=0A= msgid "SQL queries via the SQL box"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1724=0A= msgid ""=0A= "The \"SQL Box\" link on the Admin page opens a screen that lets you = query "=0A= "the content of the tables in the OTRS database (see Figure below). It = is not "=0A= "possible to change the content of the tables, only 'select' queries are = "=0A= "allowed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1729=0A= msgid "SQL Box"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1729=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "selectbox - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-selectbox."=0A= "png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1735=0A= msgid "<emphasis>Figure: SQL Box.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1741=0A= #: en/content/administration/adminarea.xml:1749=0A= msgid "Package Manager"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1744=0A= msgid ""=0A= "Using the \"Package Manager\" link on the Admin page, you can install = and "=0A= "manage packages that extend the functionality of OTRS (see Figure = below). "=0A= "See the <link linkend=3D\"application\">Additional applications</link> = section "=0A= "for a discussion on the extensions that are available from the OTRS "=0A= "repositories."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1749=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "packagemanager - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-"=0A= "packagemanager.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1755=0A= msgid "<emphasis>Figure: Package Manager.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1759=0A= msgid ""=0A= "The Package Manager shows the OTRS addon packages you currently have "=0A= "installed on your server, together with their version numbers."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1762=0A= msgid ""=0A= "You can install packages from a remote host by selecting the repository = in "=0A= "the <emphasis>Online Repository</emphasis> section, and clicking the "=0A= "<emphasis>Update repository information</emphasis> button. The = available "=0A= "packages are displayed in the corresponding table. The right side of = the "=0A= "screen shows the available packages. To install a package, click on "=0A= "<emphasis>Install</emphasis>. After installation, the package is = displayed "=0A= "in the <emphasis>Local Repository</emphasis> section."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1766=0A= msgid ""=0A= "To upgrade an installed package, the list of available packages in the "=0A= "online repository will show <emphasis>Upgrade</emphasis> in the Action "=0A= "column for any package that has a higher version than the one that is "=0A= "installed locally. Just click Upgrade and it will install the new = package "=0A= "version on your system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1770=0A= msgid ""=0A= "In some cases, such as when your OTRS system is not connected to the "=0A= "Internet, you can also install those packages that you have downloaded = to a "=0A= "local disk. Click the <emphasis>Browse</emphasis> button on the Actions = side "=0A= "bar, and select the .opm file of the package on your disk. Click "=0A= "<emphasis>Open</emphasis> and then <emphasis>Install = Package</emphasis>. "=0A= "After the installation has been completed, the package is displayed in = the "=0A= "<emphasis>Local Repository</emphasis> section. You can use the same = steps "=0A= "for updating a package that is already installed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1774=0A= msgid ""=0A= "In special cases, you might want to configure the Package Manager, = e.g., to "=0A= "use a proxy or to use a local repository. Just take a look at the = available "=0A= "options in SysConfig under <link linkend=3D\"Framework:Core::Package"=0A= "\">Framework:Core::Package</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1782=0A= msgid ""=0A= "The Web Services link leads to the graphical interface where web = services "=0A= "(for the OTRS Generic Interface) are created and maintained (see Figure = "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1787=0A= msgid "The graphical interface for web services"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1787=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "webservices - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "genericinterface-webservice-overview.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1792=0A= msgid "<emphasis>Figure: The graphical interface for web = services.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1795=0A= msgid ""=0A= "The graphical interface for web services configuration is described in = more "=0A= "detail in the section <link linkend=3D\"webservice_gui\">\"Web Service "=0A= "Graphical Interface\"</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/adminarea.xml:1801=0A= #: en/content/administration/dynamicfields.xml:5=0A= msgid "Dynamic Fields"=0A= msgstr "Campos din=C3=A2micos"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1803=0A= msgid ""=0A= "Dynamic Fields is the place where you setup and manage custom fields = for "=0A= "tickets and articles (see figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/adminarea.xml:1808=0A= msgid "Dynamic fields overview screen"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/adminarea.xml:1808=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-overview-filled.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1813=0A= msgid ""=0A= "<emphasis>Figure: The dynamic fields overview screen with some dynamic "=0A= "fields.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1816=0A= msgid ""=0A= "The dynamic fields configuration is described in more detail in the = section "=0A= "<link linkend=3D\"dynamicfields-configuration\">\"Dynamic Fields = Configuration"=0A= "\"</link>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/adminarea.xml:1820=0A= msgid ""=0A= "Each dynamic field type has its own configuration settings and = therefore its "=0A= "own configuration screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/adminarea.xml:1825=0A= msgid ""=0A= "In the OTRS framework, dynamic fields can only be linked to tickets and = "=0A= "articles by default, but they can be extended to other objects as well."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/configuration.xml:6=0A= msgid "System Configuration"=0A= msgstr "Configura=C3=A7=C3=A3o do Sistema"=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/configuration.xml:9=0A= msgid "OTRS config files"=0A= msgstr "Arquivos de configura=C3=A7=C3=A3o do OTRS"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:12=0A= msgid ""=0A= "All OTRS configuration files are stored in the directory = <filename>Kernel</"=0A= "filename> and in its subdirectories. There is no need to manually = change any "=0A= "other file than <filename>Kernel/Config.pm</filename>, because the rest = of "=0A= "the files will be changed when the system gets upgraded. Just copy the "=0A= "configuration parameters from the other files into = <filename>Kernel/Config."=0A= "pm</filename> and change them as per your needs. This file will never = be "=0A= "touched during the upgrade process, so your manual settings are safe."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:16=0A= msgid ""=0A= "The file <filename>Kernel/Config/Defaults.pm</filename> contains the "=0A= "parameters of the central OTRS framework. It defines all basic system "=0A= "settings such as the mail configuration, database connection, default "=0A= "charset and standard language. The file = <filename>Kernel/Config/Files/Ticket."=0A= "pm</filename> contains all configuration parameters for the trouble = ticket "=0A= "system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:20=0A= msgid ""=0A= "In the directory <filename>Kernel/Config/Files</filename> there are = some "=0A= "other files that are parsed when the OTRS login page is accessed. If "=0A= "additional applications like the FAQ or the File Manager are installed, = the "=0A= "configuration files for those can also be found in the mentioned path."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:24=0A= msgid ""=0A= "If the OTRS web interface is accessed, all .xml files in the "=0A= "<filename>Kernel/Config/Files</filename> directory are parsed in "=0A= "alphabetical order, and the settings for the central framework and "=0A= "additional applications will be loaded. Afterwards, the settings in = the "=0A= "files <filename>Kernel/Config/Files/ZZZAAuto.pm</filename>, = <filename>Kernel/"=0A= "Config/Files/ZZZAuto.pm</filename> and <filename>Kernel/Config/Files/"=0A= "ZZZProcessManagement.pm</filename> (if it exists) will be evaluated. = These "=0A= "files are used by the graphical interface for system configuration = caching "=0A= "and should never be changed manually. Lastly, the file = <filename>Kernel/"=0A= "Config.pm</filename> that contains your individual settings and = manually "=0A= "changed configuration parameters, will be parsed. Reading the = configuration "=0A= "files in this order makes sure that your specific configuration = settings are "=0A= "used by the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/configuration.xml:36=0A= msgid "Configuring the system through the web interface"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:39=0A= msgid ""=0A= "Since OTRS 2.0, nearly all configuration parameters of the central = framework "=0A= "or additional installed applications, can be changed easily with the "=0A= "graphical interface for system configuration. Log in as OTRS = administrator "=0A= "and follow the SysConfig link on the Admin page to execute the new "=0A= "configuration tool (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/configuration.xml:44=0A= msgid "The graphical interface for system configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/configuration.xml:44=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"sysconfig - "=0A= "screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/admin-sysconfig.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:50=0A= msgid ""=0A= "<emphasis>Figure: The graphical interface for system configuration.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:54=0A= msgid ""=0A= "OTRS currently has over 600 configuration parameters, and there are "=0A= "different ways to quickly access a specific one. With the full text = search, "=0A= "all configuration parameters can be scanned for one or more keywords. = The "=0A= "full text search not only searches through the names of the = configuration "=0A= "parameters, but also through the descriptions of the parameters. This = allows "=0A= "an element to be found easily even if its name is unknown."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:58=0A= msgid ""=0A= "Furthermore, all configuration parameters are sorted in main groups and = sub "=0A= "groups. The main group represents the application that the = configuration "=0A= "parameter belongs to, e.g. \"Framework\" for the central OTRS = framework, "=0A= "\"Ticket\" for the ticket system, \"FAQ\" for the FAQ system, and so = on. The "=0A= "sub groups can be accessed if the application is selected from the = groups "=0A= "listbox and the \"Select group\" button is pressed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:62=0A= msgid ""=0A= "Every configuration parameter can be turned on or off via a checkbox. = If the "=0A= "parameter is turned off, the system will ignore this parameter or use a = "=0A= "default. It is possible to switch a changed configuration parameter = back to "=0A= "the system default using the Reset link. The Update button submits all "=0A= "changes to system configuration parameters."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/configuration.xml:66=0A= msgid ""=0A= "If you want to save all the changes you made to your system's = configuration, "=0A= "for example to setup a new installation quickly, you can use the = \"Export "=0A= "settings\" button, which will create a .pm file. To restore your own "=0A= "settings, just press the \"Import settings\" and select the .pm created = "=0A= "before."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/configuration.xml:71=0A= msgid ""=0A= "For security reasons, the configuration parameters for the database "=0A= "connection cannot be changed in the SysConfig section. They have to be = set "=0A= "manually in <filename>Kernel/Config.pm</filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:5=0A= #, fuzzy=0A= msgid "Configuration"=0A= msgstr "Configura=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:7=0A= msgid ""=0A= "By default, a clean installation of OTRS does not include any dynamic "=0A= "fields. If you plan to use such fields in tickets or articles you need = to "=0A= "create dynamic fields."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:11=0A= msgid ""=0A= "The configuration of a dynamic field is split in two parts, to add a = new "=0A= "dynamic field or manage an existing one you need to navigate into the = \"Admin"=0A= "\" panel in the \"Dynamic Fields\" link. To show, show as mandatory or = hide "=0A= "a dynamic field in one screen you need to change the OTRS settings in = the "=0A= "\"SysConfig\" screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:18=0A= msgid "Adding a Dynamic Field"=0A= msgstr "Adicionando um Campo Dinamico"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:20=0A= msgid ""=0A= "Click on the \"Admin\" button located in the navigation bar, then click = on "=0A= "the \"Dynamic Field\" link inside \"Ticket Settings\" box located in = the "=0A= "lower center of the screen. The dynamic fields overview will display = as "=0A= "follows:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:26=0A= msgid "Dynamic fields overview screen, empty"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:26=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-overview-empty.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:31=0A= msgid "<emphasis>Figure: Dynamic fields overview screen, = empty.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:34=0A= msgid ""=0A= "Notice that this screen will change as you add more dynamic fields to = list "=0A= "all created dynamic fields. This screen might already have some fields = if "=0A= "the installation was updated from an older version of OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:39=0A= msgid ""=0A= "The Actions in the side bar at the left of the screen describes two "=0A= "possibilities: Article and Ticket, each one has it's own dropdown = selection "=0A= "of dynamic fields."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:44=0A= msgid ""=0A= "The installation of an OTRS package could add more objects to the = Action "=0A= "side bar."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:49=0A= msgid "The general procedure to create a dynamic field is:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:53=0A= msgid ""=0A= "Click on the desired dynamic field object dropdown in the Action side = bar."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:58=0A= msgid "Click on the dynamic field type that you want to add from the = list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:63=0A= #, fuzzy=0A= msgid "Fill the configuration."=0A= msgstr "Preencha a configura=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:68=0A= msgid "Save."=0A= msgstr "Salve"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:74=0A= msgid ""=0A= "The configuration dialogs for the dynamic fields are split in two = parts, the "=0A= "upper section is common among all the fields and the lower part might = be "=0A= "different from one type of dynamic field to another."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:81=0A= msgid "General dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:85=0A= msgid "Name: Mandatory, unique, only letters and numbers are allowed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:88=0A= msgid ""=0A= "This is the internal name of the field, used for example to show or = hide a "=0A= "field in one screen. Any modification of a field name (not recommended) = "=0A= "requires a manual update of the \"SysConfig\" settings where the field = is "=0A= "referenciated."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:95=0A= msgid "Label: Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:98=0A= msgid ""=0A= "This is the field name to be displayed on the screens, it supports "=0A= "translations."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:102=0A= msgid ""=0A= "Label translations have to be added manually to language translations = files."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:108=0A= msgid "Field order: Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:111=0A= msgid ""=0A= "Defines the relative order in which the field will be displayed on the "=0A= "screen, by default each new field has the last position, a change in = this "=0A= "setting will affect the other of the other created dynamic fields."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:118=0A= msgid "Validity: Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:121=0A= msgid ""=0A= "An invalid dynamic field will not be displayed in any screen, no matter = if "=0A= "is configured to displayed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:127=0A= msgid "Field type: Mandatory, Read only."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:130=0A= msgid "Shows the current selected field type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:135=0A= msgid "Object type: Mandatory, Read only."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:138=0A= msgid "Shows the scope of field."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:145=0A= msgid ""=0A= "To illustrate each specific field type settings a few fields will be = added "=0A= "in our example. These new fields will be referenciated in later = sections."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:149=0A= msgid ""=0A= "For the following examples all the dynamic fields will be created for = the "=0A= "Ticket object if you need to create a dynamic field for Article object, = just "=0A= "choose the field from the Article dropdown list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><caption>=0A= #: en/content/administration/dynamicfields-configuration.xml:156=0A= msgid "The following fields will be added into the system:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:166=0A= #: en/content/administration/dynamicfields-configuration.xml:784=0A= #: en/content/administration/dynamicfields-configuration.xml:841=0A= #: en/content/administration/dynamicfields-configuration.xml:898=0A= #: en/content/administration/dynamicfields-configuration.xml:979=0A= #: en/content/administration/dynamicfields-configuration.xml:1060=0A= #: en/content/administration/dynamicfields-configuration.xml:1117=0A= #: en/content/administration/dynamicfields-configuration.xml:1212=0A= msgid "Field1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:167=0A= #: en/content/administration/dynamicfields-configuration.xml:1311=0A= msgid "My Field 1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:171=0A= #: en/content/administration/dynamicfields-configuration.xml:902=0A= #: en/content/administration/dynamicfields-configuration.xml:983=0A= msgid "Field2"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:172=0A= msgid "My Field 2"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:173=0A= msgid "Textarea"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:176=0A= #: en/content/administration/dynamicfields-configuration.xml:906=0A= #: en/content/administration/dynamicfields-configuration.xml:987=0A= msgid "Field3"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:177=0A= msgid "My Field 3"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:181=0A= #: en/content/administration/dynamicfields-configuration.xml:910=0A= #: en/content/administration/dynamicfields-configuration.xml:991=0A= msgid "Field4"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:182=0A= msgid "My Field 4"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:186=0A= #: en/content/administration/dynamicfields-configuration.xml:914=0A= #: en/content/administration/dynamicfields-configuration.xml:995=0A= msgid "Field5"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:187=0A= #: en/content/administration/dynamicfields-configuration.xml:192=0A= msgid "My Field 5"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:188=0A= msgid "Multiselect"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:191=0A= #: en/content/administration/dynamicfields-configuration.xml:918=0A= #: en/content/administration/dynamicfields-configuration.xml:999=0A= msgid "Field6"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:196=0A= #: en/content/administration/dynamicfields-configuration.xml:922=0A= #: en/content/administration/dynamicfields-configuration.xml:1003=0A= msgid "Field7"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><table><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:197=0A= msgid "My Field 6"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:198=0A= #: en/content/administration/dynamicfields.xml:70=0A= msgid "Date / Time"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:205=0A= msgid "Text Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:207=0A= msgid "Text dynamic field is used to store a single line string."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:211=0A= msgid "Text dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:215=0A= #: en/content/administration/dynamicfields-configuration.xml:282=0A= #: en/content/administration/dynamicfields-configuration.xml:354=0A= #: en/content/administration/dynamicfields-configuration.xml:433=0A= msgid "Default value: Optional."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:218=0A= msgid ""=0A= "This is the value to be shown by default on the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:224=0A= #: en/content/administration/dynamicfields-configuration.xml:383=0A= #: en/content/administration/dynamicfields-configuration.xml:525=0A= #: en/content/administration/dynamicfields-configuration.xml:609=0A= msgid "Show link: Optional."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:227=0A= msgid ""=0A= "If set, the field value will be converted into a clickable link for = display "=0A= "screens (like ticket zoom or overviews)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:231=0A= msgid ""=0A= "For example, if \"Show link\" is set to \"http://www.otrs.com\", = clicking on "=0A= "the filled value will make your browser to open the OTRS web page."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:236=0A= #: en/content/administration/dynamicfields-configuration.xml:537=0A= #: en/content/administration/dynamicfields-configuration.xml:621=0A= msgid ""=0A= "The use of $LQData{\"NameX\"} in the Set link value, where NameX is the = name "=0A= "of the field will add the field value as part of the link reference."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:245=0A= msgid "Dynamic field Text configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:245=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-text.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:250=0A= msgid "<emphasis>Figure: Dynamic field Text configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:255=0A= msgid "Textarea Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:257=0A= msgid "Textarea dynamic field is used to store a multiple line string."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:261=0A= msgid "Textarea dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:265=0A= msgid "Number of rows: Optional, integer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:268=0A= msgid ""=0A= "Used to define the height of the field in the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:274=0A= msgid "Number of cols: Optional, Integer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:277=0A= msgid ""=0A= "This value is used to define the width of the field in the edit = screens."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:285=0A= msgid ""=0A= "This is the value to be shown by default in the edit screens (it can be = a "=0A= "multiple line text)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:292=0A= msgid "Dynamic field Textarea configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:292=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-textarea.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:297=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field Textarea configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:302=0A= msgid "Checkbox Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:304=0A= msgid ""=0A= "Checkbox dynamic field is used to store true or false value, = represented by "=0A= "a checked or unchecked check box."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:309=0A= msgid "Checkbox dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:313=0A= msgid "Default value: Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:316=0A= msgid ""=0A= "This is the value to be shown by default on the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose), the default value for this field is closed "=0A= "selection which can be Checked or Unchecked."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:324=0A= msgid "Dynamic field Checkbox configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:324=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-checkbox.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:329=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field Checkbox configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:335=0A= msgid "Dropdown Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:337=0A= msgid ""=0A= "Dropdown dynamic field is used to store a single value, from a closed = list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:341=0A= msgid "Dropdown dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:345=0A= #: en/content/administration/dynamicfields-configuration.xml:424=0A= msgid "Possible values: Mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:348=0A= msgid ""=0A= "List of values to choose. If used, a new value is necessary to specify = the "=0A= "Key (internal value) and the Value (display value)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:357=0A= msgid ""=0A= "This is the value to be show by default on the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose), the default value for this field is closed "=0A= "selection defined by the Possible values."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:364=0A= #: en/content/administration/dynamicfields-configuration.xml:443=0A= msgid "Add empty value: Mandatory, (Yes / No)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:367=0A= msgid ""=0A= "If this option is activated an extra value is defined to show a \"-\" = in the "=0A= "list of possible values, this special value is empty internally."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:373=0A= #: en/content/administration/dynamicfields-configuration.xml:452=0A= msgid "Translatable values: Mandatory, (Yes / No)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:376=0A= #: en/content/administration/dynamicfields-configuration.xml:455=0A= msgid ""=0A= "This setting is used mark the possible values of this field to be "=0A= "translated. Only the display values are translated, internal values = are not "=0A= "affected, the translation of the values needs to be manually added to = the "=0A= "language files."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:386=0A= #: en/content/administration/dynamicfields-configuration.xml:528=0A= #: en/content/administration/dynamicfields-configuration.xml:612=0A= msgid ""=0A= "If set, the field value will be converted into a clickable HTP link for = "=0A= "display screens (like Zoom or overviews)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:390=0A= #: en/content/administration/dynamicfields-configuration.xml:532=0A= #: en/content/administration/dynamicfields-configuration.xml:616=0A= msgid ""=0A= "For example, if Show link is set to \"http://www.otrs.com\", clicking = on the "=0A= "filed value will make your browser to open the OTRS web page."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:395=0A= msgid ""=0A= "The use of $LQData{\"NameX\"} in the Set link value, where NameX is the = name "=0A= "of the field, will add the field value as part of the link reference."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:404=0A= msgid "Dynamic field Dropdown configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:404=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-dropdown.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:409=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field Dropdown configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:414=0A= msgid "Multiselect Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:416=0A= msgid ""=0A= "Multiselect dynamic field is used to store multiple values, from a = closed "=0A= "list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:420=0A= msgid "Multiselect dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:427=0A= msgid ""=0A= "List of values to choose from. When adding additional list items, it is = "=0A= "necessary to specify the Key (internal value) and the Value (display = value)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:436=0A= msgid ""=0A= "This is the value to be shown by default on the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose), the default value for this field is closed "=0A= "selection as defined by the Possible values."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:446=0A= msgid ""=0A= "If this option is activated an extra value is defined to show as a = \"-\" in "=0A= "the list of possible values. This special value is empty internally."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:463=0A= msgid "Dynamic field Multiselect configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:463=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-multiselect.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:468=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field Multiselect configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:473=0A= msgid "Date Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:475=0A= msgid "Date dynamic field is used to store a date value (Day, Month and = Year)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:479=0A= msgid "Date dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:483=0A= #: en/content/administration/dynamicfields-configuration.xml:567=0A= msgid "Default date difference: Optional, Integer."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:486=0A= msgid ""=0A= "Number of seconds (positive or negative) between the current date and = the "=0A= "selected date to be show by default in the edit screens (like New Phone = "=0A= "Ticket or Ticket Compose)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:493=0A= #: en/content/administration/dynamicfields-configuration.xml:577=0A= msgid "Define years period: Mandatory (Yes / No)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:496=0A= msgid ""=0A= "Used to set a defined number of years in the past and the future based = on "=0A= "the current date of the year select for this field, If set to Yes the "=0A= "following options are available:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:504=0A= #: en/content/administration/dynamicfields-configuration.xml:588=0A= msgid "Years in the past: Optional, Positive integer."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:507=0A= #: en/content/administration/dynamicfields-configuration.xml:591=0A= msgid ""=0A= "Define the number of years in the past from the current day to display = in "=0A= "the year selection for this dined in edit screens."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:513=0A= #: en/content/administration/dynamicfields-configuration.xml:597=0A= msgid "Years in the future: Optional, Positive integer."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:516=0A= #: en/content/administration/dynamicfields-configuration.xml:600=0A= msgid ""=0A= "Define the number of years in the future from the current day to = display in "=0A= "the year selection for this dined in edit screens."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:546=0A= msgid "Dynamic field Date configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:546=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-date.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:551=0A= msgid "<emphasis>Figure: Dynamic field Date configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:556=0A= msgid "Date / Time Dynamic Field Configuration"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:558=0A= msgid ""=0A= "Date / Time dynamic field is used to store a date time value (Minute, = Hour, "=0A= "Day, Month and Year)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:563=0A= msgid "Date / Time dynamic field settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:570=0A= msgid ""=0A= "Number of seconds (positive or negative) between the current date and = the "=0A= "selected date to be shown by default in the edit screens (like New = Phone "=0A= "Ticket or Ticket Compose)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:580=0A= msgid ""=0A= "Used to set a defined number of years in the past and thr future from = thee "=0A= "current date in the year select of this field, If set to Yes the = following "=0A= "options are available:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:630=0A= msgid "Dynamic field Date / Time configuration dialog"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:630=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-configuration-datetime.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:635=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field Date / Time configuration = dialog.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:640=0A= msgid "Editing a Dynamic Field"=0A= msgstr "Editando um Campo Dinamico"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:642=0A= msgid ""=0A= "A filled dynamic field overview screen (with the previous examples) = should "=0A= "look like:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:646=0A= msgid "Dynamic field overview screen filled with sample data"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:646=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-overview-filled.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:651=0A= msgid ""=0A= "<emphasis>Figure: Dynamic field overview screen filled with sample = data.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:654=0A= msgid ""=0A= "To change or edit a dynamic field you must have at least one field = defined, "=0A= "select an already added field from the dynamic fields overview screen = and "=0A= "update its settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:659=0A= msgid ""=0A= "Not all the dynamic field settings can be changed, the Field type and = Object "=0A= "type are fixed from the selection of the field and they can't be = changed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:663=0A= msgid ""=0A= "It is not recommended to change the field internal name, but the label = can "=0A= "be changed at any time. If internal name is changed all \"SysConfig\" "=0A= "settings that have a reference to that particular field needs to be = updated "=0A= "as well as user preferences (if defined)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:672=0A= msgid "Showing a Dynamic Field on a Screen"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:674=0A= msgid ""=0A= "To display a dynamic field on a particular screen there are two = mandatory "=0A= "conditions:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><orderedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:679=0A= msgid "The dynamic field must be valid."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><orderedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:684=0A= msgid ""=0A= "The dynamic field must be set to 1 or 2 in the configuration of the = screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:690=0A= msgid "Follow these steps to show a dynamic field in a screen"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:694=0A= msgid ""=0A= "Be sure that the dynamic field is set to valid, you can see the = validity of "=0A= "the field from the dynamic field overview screen. Set to valid by = editing "=0A= "the field if necessary."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:701=0A= msgid ""=0A= "Open the \"sysconfig\" and select \"Ticket\" from the dropdown list in = the "=0A= "Actions side bar located in the left part of the screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:706=0A= msgid ""=0A= "You can also search for \"DynamicField\" in the search box above or the = "=0A= "\"sysconfig\" key directly if you already know it."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:713=0A= msgid ""=0A= "Locate the setting sub-group for the screen that you are looking for = and "=0A= "click on it. For example \"Frontend::Agent::Ticket::ViewPhoneNew\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:719=0A= msgid ""=0A= "Search for the setting that ends with \"###DynamicField\". For example "=0A= "\"Ticket::Frontend::AgentTicketPhone###DynamicField\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:725=0A= msgid ""=0A= "If the setting is empty or does not have the required dynamic field = name, "=0A= "click on the \"+\" button to add a new entry. For example Key: Field1, "=0A= "Content: 1."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:729=0A= msgid ""=0A= "If the setting already has the dynamic field name listed be sure that = is set "=0A= "to \"1\" to display the field or to \"2\" to display it as mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:735=0A= msgid ""=0A= "Save the configuration by clicking in the \"Update\" button and the = bottom "=0A= "of the screen and navigate to the screen where you want the field to be = "=0A= "displayed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:742=0A= msgid "Show Examples"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:744=0A= msgid ""=0A= "The following are \"sysconfig\" configurations examples to show or hide = "=0A= "dynamic fields on different screens."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:749=0A= msgid "Activate Field1 in New Phone Ticket Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:754=0A= #: en/content/administration/dynamicfields-configuration.xml:811=0A= #: en/content/administration/dynamicfields-configuration.xml:868=0A= #: en/content/administration/dynamicfields-configuration.xml:949=0A= #: en/content/administration/dynamicfields-configuration.xml:1030=0A= #: en/content/administration/dynamicfields-configuration.xml:1087=0A= #: en/content/administration/dynamicfields-configuration.xml:1166=0A= #: en/content/administration/dynamicfields-configuration.xml:1260=0A= msgid "<emphasis>Group:</emphasis> Ticket"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:760=0A= #: en/content/administration/dynamicfields-configuration.xml:817=0A= #: en/content/administration/dynamicfields-configuration.xml:874=0A= #: en/content/administration/dynamicfields-configuration.xml:955=0A= msgid "<emphasis>Sub-group:</emphasis> = Frontend::Agent::Ticket::ViewPhoneNew"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:766=0A= #: en/content/administration/dynamicfields-configuration.xml:823=0A= #: en/content/administration/dynamicfields-configuration.xml:880=0A= #: en/content/administration/dynamicfields-configuration.xml:961=0A= msgid ""=0A= "<emphasis>Setting:</emphasis> Ticket::Frontend::"=0A= "AgentTicketPhone###DynamicField"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:772=0A= #: en/content/administration/dynamicfields-configuration.xml:829=0A= #: en/content/administration/dynamicfields-configuration.xml:886=0A= #: en/content/administration/dynamicfields-configuration.xml:967=0A= #: en/content/administration/dynamicfields-configuration.xml:1048=0A= #: en/content/administration/dynamicfields-configuration.xml:1105=0A= #: en/content/administration/dynamicfields-configuration.xml:1195=0A= #: en/content/administration/dynamicfields-configuration.xml:1278=0A= msgid "<emphasis>Value:</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><thead><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:778=0A= #: en/content/administration/dynamicfields-configuration.xml:835=0A= #: en/content/administration/dynamicfields-configuration.xml:892=0A= #: en/content/administration/dynamicfields-configuration.xml:973=0A= #: en/content/administration/dynamicfields-configuration.xml:1054=0A= #: en/content/administration/dynamicfields-configuration.xml:1111=0A= #: en/content/administration/dynamicfields-configuration.xml:1201=0A= #: en/content/administration/dynamicfields-configuration.xml:1284=0A= msgid "Key"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><thead><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:779=0A= #: en/content/administration/dynamicfields-configuration.xml:836=0A= #: en/content/administration/dynamicfields-configuration.xml:893=0A= #: en/content/administration/dynamicfields-configuration.xml:974=0A= #: en/content/administration/dynamicfields-configuration.xml:1055=0A= #: en/content/administration/dynamicfields-configuration.xml:1112=0A= #: en/content/administration/dynamicfields-configuration.xml:1202=0A= #: en/content/administration/dynamicfields-configuration.xml:1285=0A= msgid "Content"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:795=0A= msgid "Field1 in New Phone Ticket Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:795=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-agentticketphone-field1.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:800=0A= msgid "<emphasis>Figure: Field1 in New Phone Ticket Screen.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:806=0A= msgid "Activate Field1 in New Phone Ticket Screen as mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:842=0A= msgid "2"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:852=0A= msgid "Field1 in New Phone Ticket Screen as mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:852=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-agentticketphone-field1-mandatory.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:857=0A= msgid ""=0A= "<emphasis>Figure: Field1 in New Phone Ticket Screen as = mandatory.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:863=0A= msgid "Activate several fields in New Phone Ticket Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:933=0A= msgid "Several fields in New Phone Ticket Screen as mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:933=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-agentticketphone-allfields.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:938=0A= msgid ""=0A= "<emphasis>Figure: Several fields in New Phone Ticket Screen as = mandatory.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:944=0A= msgid "Deactivate some fields in New Phone Ticket Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para><informaltable><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:984=0A= #: en/content/administration/dynamicfields-configuration.xml:992=0A= #: en/content/administration/dynamicfields-configuration.xml:1000=0A= msgid "0"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:1014=0A= msgid "Some deactivated fields in New Phone Ticket Screen as mandatory."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:1014=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-agentticketphone-somefields.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1019=0A= msgid ""=0A= "<emphasis>Figure: Some deactivated fields in New Phone Ticket Screen as = "=0A= "mandatory.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1025=0A= msgid "Activate Field1 in Ticket Zoom Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1036=0A= msgid "<emphasis>Sub-group:</emphasis> Frontend::Agent::Ticket::ViewZoom"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1042=0A= msgid ""=0A= "<emphasis>Setting:</emphasis> Ticket::Frontend::"=0A= "AgentTicketZoom###DynamicField"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:1071=0A= msgid "Field1 in Ticket Zoom Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:1071=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-agentticketzoom-field1.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1076=0A= msgid "<emphasis>Figure: Field1 in Ticket Zoom Screen.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1082=0A= msgid "Activate Field1 in Ticket Overview Small Screens."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1093=0A= msgid "<emphasis>Sub-group:</emphasis> Frontend::Agent::TicketOverview"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><itemizedlist><listitem><= para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1099=0A= msgid ""=0A= "<emphasis>Setting:</emphasis> = Ticket::Frontend::OverviewSmall###DynamicField"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:1128=0A= msgid "Field1 in Ticket Overview Small Screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:1128=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-ticketoverviewsmall-field1.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1133=0A= msgid "<emphasis>Figure: Field1 in Ticket Overview Small = Screen.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1136=0A= msgid ""=0A= "This setting affects: Escalation View, Locked View, Queue View, = Responsible "=0A= "View, Status View and Watch View screens."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1145=0A= msgid "Setting a Default Value by a Ticket Event Module"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1147=0A= msgid ""=0A= "A ticket event (e.g. TicketCreate) can trigger a value set for a = certain "=0A= "field, if the field does not have a value yet."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1152=0A= msgid ""=0A= "By using this method this default value, is not seen in the edit screen = (e."=0A= "g. New Phone Ticket) since the value is set after the creation of the = ticket."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1157=0A= msgid ""=0A= "To activate this feature it is necessary to enable the following = setting: "=0A= "\"Ticket::EventModulePost###TicketDynamicFieldDefault\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1161=0A= msgid "Activate Field1 in TicketCreate event."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1172=0A= msgid "<emphasis>Sub-group:</emphasis> Core::TicketDynamicFieldDefault"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1178=0A= msgid ""=0A= "<emphasis>Setting:</emphasis> = Ticket::TicketDynamicFieldDefault###Element1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1183=0A= msgid ""=0A= "This configuration can be set in any of the 16 Ticket::"=0A= "TicketDynamicFieldDefault###Element settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1187=0A= msgid ""=0A= "If more that 16 fields needs to be set up a custom XML file must be = places "=0A= "in $OTRS_HOME/Kernel/Config/files directory to extend this feature."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1207=0A= #: en/content/administration/dynamicfields-configuration.xml:1290=0A= msgid "Event"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1208=0A= #: en/content/administration/dynamicfields-configuration.xml:1291=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:121=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:145=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:573=0A= msgid "TicketCreate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1215=0A= msgid "Value"=0A= msgstr "Valor"=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1216=0A= #, fuzzy=0A= msgid "a new value"=0A= msgstr "um novo valor"=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1228=0A= msgid "Set a Default Value by User Preferences"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1230=0A= msgid ""=0A= "The dynamic field default value can be overwritten with a user defined = value "=0A= "stored in the user preferences."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1234=0A= msgid ""=0A= "Using this method, the default value of the field will be shown on any "=0A= "screen where the field is activated (if the field does not have already = a "=0A= "different value)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1238=0A= msgid ""=0A= "The \"sysconfig\" setting \"PreferencesGroups###DynamicField\" located = in "=0A= "the \"Frontend::Agent::Preferences\" Sub-group. This setting is an = example "=0A= "of how to create an entry in the User Preferences screen to set an = exclusive "=0A= "dynamic field default value for the selected user. The limitation of = this "=0A= "setting is that it only permits the use of one dynamic field. If two or = more "=0A= "fields will use this feature, it is necessary to create a custom XML "=0A= "configuration file to add more settings similar to this one."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1247=0A= msgid ""=0A= "Remember, if more settings are added in a new XML each setting name = needs to "=0A= "be unique in the system and different than = \"PreferencesGroups###DynamicField"=0A= "\". for example: PreferencesGroups###101-DynamicField-Field1, "=0A= "PreferencesGroups###102-DynamicField-Field2, = PreferencesGroups###My-Field1, "=0A= "PreferencesGroups###My-Field2, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1255=0A= msgid "Activate Field1 in the User preferences."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1266=0A= msgid "<emphasis>Sub-group:</emphasis> Frontend::Agent::Preferences"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1272=0A= msgid ""=0A= "<emphasis>Setting:</emphasis> = PreferencesGroups###101-DynamicField-Field1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1294=0A= msgid "Active"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1298=0A= msgid "Block"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1299=0A= msgid "Input"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1302=0A= msgid "Column"=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><section><itemizedlist><title>=0A= #: en/content/administration/dynamicfields-configuration.xml:1303=0A= #: en/content/first-steps.xml:307=0A= msgid "Other Settings"=0A= msgstr "Outras Configura=C3=A7=C3=B5es"=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1306=0A= msgid "Data:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1307=0A= msgid "$Env{\"UserDynamicField_Field1\"}"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1310=0A= msgid "Key:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1314=0A= msgid "Label:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1315=0A= msgid "Default value for: My Field 1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1318=0A= msgid "Module:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1319=0A= msgid "Kernel::Output::HTML::PreferencesGeneric"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1322=0A= msgid "PrefKey:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1323=0A= msgid "UserDynamicField_Field1"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1326=0A= msgid "Prio:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><itemizedlist><listitem><para><informalt= able><tbody><tr><td>=0A= #: en/content/administration/dynamicfields-configuration.xml:1327=0A= msgid "7000"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><example><para><screenshot><screeninfo>=0A= #: en/content/administration/dynamicfields-configuration.xml:1337=0A= msgid "Field1 in User preferences screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><para><screenshot>=0A= #: en/content/administration/dynamicfields-configuration.xml:1337=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"dynamicfields - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "dynamicfields-userpreferences.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><example><para>=0A= #: en/content/administration/dynamicfields-configuration.xml:1342=0A= msgid "<emphasis>Figure: Field1 in User preferences screen.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields.xml:9=0A= msgid ""=0A= "A dynamic field is a special kind of field in OTRS, created to extend = the "=0A= "information stored on a ticket or article. These fields are not fixed = in the "=0A= "system and they can appear only in specific screens, they can be = mandatory "=0A= "or not, and their representation in the screens depends on the field = type "=0A= "defined at their creation time according to the data to be held by the "=0A= "field. For example, there are fields to hold a text, a date, a = selection of "=0A= "items, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields.xml:17=0A= msgid ""=0A= "Dynamic fields are the evolution of TicketFreeText TicketFreeKey "=0A= "TicketFreeTime, ArticleFreeText and ArticleFreeKey fields that where "=0A= "commonly used in OTRS 3.0 and before. The limitation of these \"Free = Fields"=0A= "\" was that they can be defined up to 16 (text or dropdown) fields and = 6 "=0A= "time fields for a ticket and 3 (text or dropdown) fields for each = article "=0A= "only, not more."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields.xml:24=0A= msgid ""=0A= "Now with dynamic fields the limitation in the number of fields per = ticket or "=0A= "article is removed, you can create as many dynamic fields you like = either "=0A= "for ticket or articles. And beyond that, the framework behind the = dynamic "=0A= "fields is prepared to handle custom fields for other objects rather = than "=0A= "just ticket and articles."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields.xml:30=0A= msgid ""=0A= "This new framework that handles the dynamic fields is build using a = modular "=0A= "approach, where each kind of dynamic field can be seen as a plug-in = module "=0A= "for the framework. This means that the variety of dynamic fields can = be "=0A= "easily extended by public OTRS modules, OTRS Feature Add-ons, OTRS = custom "=0A= "developments, and other custom developments."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/dynamicfields.xml:36=0A= msgid "The following dynamic field types are included with this release:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields.xml:40=0A= #, fuzzy=0A= msgid "Text (one line of text)"=0A= msgstr "Texto (uma linha de texto)"=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields.xml:45=0A= msgid "Textarea (multiple lines of text)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields.xml:55=0A= msgid "Dropdown (single choice, multiple values)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/dynamicfields.xml:60=0A= msgid "Multiselect (multiple choice, multiple values)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/backup-and-restore.xml:6=0A= msgid "Backing up the system"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/backup-and-restore.xml:9=0A= msgid "This chapter describes the backup and restore of the OTRS data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/backup-and-restore.xml:13=0A= msgid "Backup"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:16=0A= msgid ""=0A= "There are two types of data to backup: application files (e.g. the = files in "=0A= "<filename>/opt/otrs</filename>), and the data stored in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:20=0A= msgid ""=0A= "To simplify backups, the script <filename>scripts/backup.pl</filename> = is "=0A= "included with every OTRS installation. It can be run to backup all = important "=0A= "data (see Script below)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/backup-and-restore.xml:25=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs# cd scripts/\n"=0A= "linux:/opt/otrs/scripts# ./backup.pl --help\n"=0A= "backup.pl <Revision 1.1> - backup script\n"=0A= "Copyright (c) 2001-2005 Martin Edenhofer <[email protected]>\n"=0A= "usage: backup.pl -d /data_backup/ [-c bzip2|gzip] [-r 30] [-t = nofullbackup]\n"=0A= "linux:/opt/otrs/scripts#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:35=0A= msgid ""=0A= "<emphasis>Script: Getting help about the OTRS backup = mechanism.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:39=0A= msgid "Execute the command specified in the script below to create a = backup:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/backup-and-restore.xml:44=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs/scripts# ./backup.pl -d /backup/\n"=0A= "Backup /backup//2010-09-07_14-28/Config.tar.gz ... done\n"=0A= "Backup /backup//2010-09-07_14-28/Application.tar.gz ... done\n"=0A= "Dump MySQL rdbms ... done\n"=0A= "Compress SQL-file... done\n"=0A= "linux:/opt/otrs/scripts#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:54=0A= msgid "<emphasis>Script: Creating a backup.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:58=0A= msgid ""=0A= "All data was stored in the directory = <filename>/backup/2010-09-07_14-28/</"=0A= "filename> (see Script below). Additionally, the data was saved into a = .tar."=0A= "gz file."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/backup-and-restore.xml:63=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs/scripts# ls /backup/2010-09-07_14-28/\n"=0A= "Application.tar.gz Config.tar.gz DatabaseBackup.sql.gz\n"=0A= "linux:/opt/otrs/scripts#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:70=0A= msgid "<emphasis>Script: Checking the backup files.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/backup-and-restore.xml:76=0A= msgid "Restore"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:79=0A= msgid ""=0A= "To restore a backup, the saved application data has to be written back = into "=0A= "the installation directory, e.g. <filename>/opt/otrs</filename>. Also = the "=0A= "database has to be restored."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:83=0A= msgid ""=0A= "A script <filename>scripts/restore.pl</filename> (see Script below), = which "=0A= "simplifies the restore process, is shipped with every OTRS = installation. It "=0A= "supports MySQL and PostgreSQL."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/backup-and-restore.xml:88=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs/scripts# ./restore.pl --help\n"=0A= "restore.pl <Revision 1.1> - restore script\n"=0A= "Copyright (c) 2001-2005 Martin Edenhofer <[email protected]>\n"=0A= "usage: restore.pl -b /data_backup/<TIME>/ -d /opt/otrs/\n"=0A= "linux:/opt/otrs/scripts#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:97=0A= msgid "<emphasis>Script: Getting help about the restore = mechanism.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:101=0A= msgid ""=0A= "Data that is stored, for example, in the directory <filename>/"=0A= "backup/2010-09-07_14-28/</filename>, can be restored with the command "=0A= "specified in the script below, assuming the OTRS installation is at "=0A= "<filename>/opt/otrs</filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: en/content/administration/backup-and-restore.xml:106=0A= #, no-wrap=0A= msgid ""=0A= "linux:/opt/otrs/scripts# ./restore.pl -b /backup/2010-09-07_14-28 -d = /opt/otrs/\n"=0A= "Restore /backup/2010-09-07_14-28//Config.tar.gz ...\n"=0A= "Restore /backup/2010-09-07_14-28//Application.tar.gz ...\n"=0A= "create MySQL\n"=0A= "decompresses SQL-file ...\n"=0A= "cat SQL-file into MySQL database\n"=0A= "compress SQL-file...\n"=0A= "linux:/opt/otrs/scripts#\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/backup-and-restore.xml:118=0A= msgid "<emphasis>Script: Restoring OTRS data.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:5=0A= #, fuzzy=0A= msgid "Web Service Graphical Interface"=0A= msgstr "Interface gr=C3=A1fica do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:7=0A= msgid ""=0A= "The web service graphical user interface (GUI) is a tool that allows to = "=0A= "construct complex web service configurations in a user friendly and "=0A= "convenient interface. It allows to:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:14=0A= msgid "Create and Delete web services."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:19=0A= msgid ""=0A= "Import and Export configurations (in YAML file format) for existing web = "=0A= "services."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:25=0A= msgid ""=0A= "View, Revert and Export old configurations for existing web services in = the "=0A= "Web Service History screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:31=0A= msgid ""=0A= "Track all communication logs for each web service in the Debugger = screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:38=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:56=0A= msgid "Web Service Overview"=0A= msgstr "Vis=C3=A3o geral do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:40=0A= msgid ""=0A= "The \"Web Services\" link in the main screen of Admin Interface (in the = "=0A= "System Administration box) leads to the web services overview screen, = where "=0A= "you are able to manage your web service configurations. You can add new = web "=0A= "services or change the configuration of the existing ones from this = screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:46=0A= msgid ""=0A= "Every web service configuration screen has in the upper part of the = screen a "=0A= "\"bread crumbs\" style navigation path. This navigation path is useful = to "=0A= "know exactly in which part of the web service configuration we are, and = also "=0A= "enables the user to jump back to any part of the configuration process = at "=0A= "any time (this action will not save any changes)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:50=0A= msgid ""=0A= "To create a new web service, press the button \"Add web service\", and "=0A= "provide the required information."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:56=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "genericinterface-webservice-overview.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:61=0A= msgid "<emphasis>Figure: Web services overview.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:66=0A= #, fuzzy=0A= msgid "Web Service Add"=0A= msgstr "Adicionar Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:68=0A= msgid ""=0A= "The only required field in this part is the web service \"Name\" that = needs "=0A= "to be unique in the system and can not be left empty. Other fields are = also "=0A= "necessary for the configuration like the \"Debug Threshold\" and = \"Validity"=0A= "\" but these fields are already populated with the default value for = each "=0A= "list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:71=0A= msgid ""=0A= "The default value for \"Debug Threshold\" is \"debug\". When configured = in "=0A= "this manner all communication logs are registered in the database. Each = "=0A= "subsequent Debug Threshold value is more restrictive and discards "=0A= "communication logs of lower order than the one set in the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><itemizedlist><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:75=0A= msgid "Debug Threshold levels (from lower to upper)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:78=0A= msgid "Debug"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:83=0A= msgid "Info"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:88=0A= msgid "Notice"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:93=0A= msgid "Error"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:99=0A= msgid ""=0A= "It is also possible to define the network transport protocol for \"OTRS = as "=0A= "Provider\" and \"OTRS as requester\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:103=0A= msgid ""=0A= "Click on the \"Save\" button to register the new web service in the = database "=0A= "or click \"Cancel\" to discard this operation. You will now be returned = to "=0A= "the web service overview screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:108=0A= msgid ""=0A= "If you already have a web service configuration file in YAML format you = can "=0A= "click on the \"Import web service\" button on the left side of the = screen. "=0A= "For more information on importing web services please check the next = section "=0A= "\"Web Service Change\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:114=0A= msgid ""=0A= "To change or add more details to a web service, click on the web = service "=0A= "name in the web service overview screen."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:119=0A= #, fuzzy=0A= msgid "Web service add"=0A= msgstr "Adicionar Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:119=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service add - screenshot\" scale=3D\"40\" fileref=3D\"screenshots/"=0A= "genericinterface-webservice-add.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:124=0A= msgid "<emphasis>Figure: Web services add.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:129=0A= #, fuzzy=0A= msgid "Web Service Change"=0A= msgstr "Mudan=C3=A7a de Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:131=0A= msgid ""=0A= "On this screen you have a complete set of functions to handle every = part of "=0A= "a web service. On the left side in the action column you can find some "=0A= "buttons that allows you to perform all possible actions on a web = service:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:137=0A= #, fuzzy=0A= msgid "Clone web service."=0A= msgstr "Clonar servi=C3=A7o web."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:142=0A= #, fuzzy=0A= msgid "Export web service."=0A= msgstr "Exportar servi=C3=A7o web."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:147=0A= #, fuzzy=0A= msgid "Import web service."=0A= msgstr "Importar servi=C3=A7o web."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:152=0A= #, fuzzy=0A= msgid "Configuration History."=0A= msgstr "Hist=C3=B3rico da configura=C3=A7=C3=A3o."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:157=0A= #, fuzzy=0A= msgid "Delete web service."=0A= msgstr "Apagar servi=C3=A7o web."=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:162=0A= #, fuzzy=0A= msgid "Debugger."=0A= msgstr "Depurador."=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:169=0A= msgid ""=0A= "\"Configuration history\" and \"Debugger\" will lead you to different "=0A= "screens."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:174=0A= msgid "Web Service Clone"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:176=0A= msgid ""=0A= "To clone a web service, you need to click on the \"Clone web service\" "=0A= "button. A dialog will be shown where you can use the default name or = set a "=0A= "new name for the (cloned) web service."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:180=0A= msgid ""=0A= "<emphasis>Remember </emphasis> that the name of the web service must be = "=0A= "unique within the system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:184=0A= msgid ""=0A= "Click on \"Clone\" button to create the web service clone or \"Cancel\" = to "=0A= "close the dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:188=0A= msgid "Web service clone"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:188=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service clone - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-clone.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:193=0A= msgid "<emphasis>Figure: Web service clone.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:198=0A= #, fuzzy=0A= msgid "Web Service Export"=0A= msgstr "Exportar Servi=C3=A7o Web."=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:200=0A= msgid ""=0A= "The \"Export web service\" button gives you the opportunity to dump the = "=0A= "configuration of the current web service into a YAML file, to download = it "=0A= "and to store it on your file system. This can be specially useful if = you "=0A= "want to migrate the web service from one server to another, for example = from "=0A= "a testing environment to a production system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:207=0A= msgid ""=0A= "All stored passwords in the web service configuration will be exported = in "=0A= "plain text format."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:211=0A= msgid ""=0A= "Right after clicking the \"Export web service\" button a save dialog of = your "=0A= "browser will appear, just like when you click on a file download link = on a "=0A= "web page."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:216=0A= msgid ""=0A= "Each browser on each operating system has its own save dialog screen = and "=0A= "style. Depending on the browser and its configuration it is possible = that "=0A= "no dialog is shown and the file is saved to a default directory on your = file "=0A= "system. Please check your browser documentation for more specific "=0A= "instructions if needed."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:224=0A= #, fuzzy=0A= msgid "Web service export"=0A= msgstr "Exportar servi=C3=A7o web."=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:224=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service export - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-export.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:229=0A= msgid "<emphasis>Figure: Web services export.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:234=0A= #, fuzzy=0A= msgid "Web Service Import"=0A= msgstr "Importar Servi=C3=A7o Web."=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:236=0A= msgid ""=0A= "A valid web service configuration YAML file is required to use the = import "=0A= "web service feature. Click on the \"Import web service\" button, browse = for "=0A= "the configuration file or provide the complete path in the input box."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:241=0A= msgid ""=0A= "Click \"Import\" button to create a new web service from a file or = \"Cancel"=0A= "\" to close the dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:246=0A= msgid ""=0A= "The web service name will be taken from the configuration file name = (e.g. if "=0A= "the file name is MyWebservice.yml the resulting web service will be = named "=0A= "MyWebservice). If a web service is registered in the system with the = same "=0A= "name as the web service that you want to import, the system will lead = you to "=0A= "the web service change screen to let you change the name of the = imported web "=0A= "service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:256=0A= #, fuzzy=0A= msgid "Web service import"=0A= msgstr "Importar servi=C3=A7o web."=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:256=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service import - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-import.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:261=0A= msgid "<emphasis>Figure: Web services import.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:266=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:304=0A= #, fuzzy=0A= msgid "Web Service History"=0A= msgstr "Hist=C3=B3rico do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:268=0A= msgid ""=0A= "Every change to the web service configuration creates a new entry in = the web "=0A= "service history (as a journal). The web service history screen displays = a "=0A= "list of all configuration versions for a web service. Each row = (version) in "=0A= "the \"Configuration History List\" represents a single revision in the = web "=0A= "service history."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:274=0A= msgid ""=0A= "Click on one of the rows to show the whole configuration as it was on = that "=0A= "particular date / time. The configuration will be shown in the = \"History "=0A= "details\" section of this screen. Here you are also able to export the "=0A= "selected web service configuration version or to restore that version = into "=0A= "the current web service configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:281=0A= msgid ""=0A= "The \"Export web service configuration\" behaves exactly as the = \"Export web "=0A= "service\" feature in the web service change screen. For more = information "=0A= "refer to that section."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:286=0A= msgid ""=0A= "If changes to the current web service configuration do not work as = expected "=0A= "and it is not easy to revert the changes manually, you can click on the = "=0A= "\"Revert web service configuration\" button. This will open a dialog to = ask "=0A= "you if you are sure to revert the web service configuration. Click = \"Revert "=0A= "web service configuration\" in this dialog to replace the current "=0A= "configuration with the selected version, or click \"Cancel\" to close = the "=0A= "dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:295=0A= msgid ""=0A= "Remember that any passwords stored in the web service configuration = will be "=0A= "exported in plain text format."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:299=0A= msgid ""=0A= "Please be careful when you restore a configuration because this the = process "=0A= "is irreversible."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:304=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service history - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-history.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:309=0A= msgid "<emphasis>Figure: Web service history.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:314=0A= #, fuzzy=0A= msgid "Web Service Delete"=0A= msgstr "Apagar Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:316=0A= msgid ""=0A= "Sometimes it is necessary to delete a web service completely. To do = this "=0A= "you can press on the \"Delete web service\" button and a new dialog = will "=0A= "appear asking for confirmation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:321=0A= msgid ""=0A= "Clink on \"Delete\" to confirm the removal of the web service or on = \"Cancel"=0A= "\" to close the dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:326=0A= msgid ""=0A= "Deleting a web service can't be undone, please be careful when deleting = a "=0A= "web service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:332=0A= #, fuzzy=0A= msgid "Web service delete"=0A= msgstr "Apagar servi=C3=A7o web"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:332=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service delete - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-delete.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:337=0A= msgid "<emphasis>Figure: Web service delete.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:342=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:401=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:122=0A= #, fuzzy=0A= msgid "Web Service Debugger"=0A= msgstr "Depurador do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:344=0A= msgid ""=0A= "The Debugger stores the log of a web service. In the debugger screen = you can "=0A= "track all the web service communications for either provider or = requester "=0A= "types."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:348=0A= msgid ""=0A= "When this screen is shown the request list starts to load. After the = list is "=0A= "fully filled you can choose one of the rows (that means a communication = "=0A= "sequence) to check its details. This details will appear in a box = below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:353=0A= msgid ""=0A= "You can narrow the communication list using the filter on the right = part of "=0A= "the screen. You can filter by:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:359=0A= msgid "Communication type (provider or requester)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:364=0A= msgid "Date: before and / or after a particular date"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:369=0A= #, fuzzy=0A= msgid "The remote IP Address"=0A= msgstr "O endere=C3=A7o IP remoto"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:374=0A= #, fuzzy=0A= msgid "A combination of all."=0A= msgstr "A combina=C3=A7=C3=A3o de tudo"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:379=0A= msgid ""=0A= "After filter settings are set, push the \"Refresh\" button and a new = list "=0A= "will be displayed meeting your search criteria."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:384=0A= msgid ""=0A= "Depending on the search criteria for the filters the new list could = return "=0A= "no results."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:389=0A= msgid ""=0A= "On the left part of the screen under the action column you can select = \"Go "=0A= "back to the web service\" or clear the debugger log by pushing the = \"Clear\" "=0A= "button. This will open a dialog that ask you to confirm erasing of the = log. "=0A= "Click \"Clear\" in the dialog button to perform the action or click on "=0A= "\"Cancel\" to close this dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:395=0A= msgid ""=0A= "In the \"Request details\" section you can see all the details for the "=0A= "selected communication. Here you can track the complete flow and check = for "=0A= "possible errors or confirm success responses."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:401=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service debugger - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-debugger.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:406=0A= msgid "<emphasis>Figure: Web service debugger.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:411=0A= msgid "Web Service Configuration Change"=0A= msgstr "Mudan=C3=A7a de configura=C3=A7=C3=A3o do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:413=0A= msgid ""=0A= "Returning to the web service change screen, now we are going to review = the "=0A= "right side of it. Here we have the possibility to modify all the = general "=0A= "data for a web service such as name, description, debug threshold, etc. = Also "=0A= "there are two more sections below that allows us to modify specific "=0A= "parameters for communication types \"OTRS as Provider\" and \"OTRS as "=0A= "Requester\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:420=0A= msgid ""=0A= "The web service configuration needs to be saved on each level. This = means "=0A= "that if a setting is changed, links to other, deeper parts of the "=0A= "configuration will be disabled forcing you to save the current = configuration "=0A= "level. After saving the disabled links will be re-enabled again = allowing you "=0A= "to continue with the configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:426=0A= msgid ""=0A= "On the \"OTRS as provider\" section it is possible to set or configure = the "=0A= "network transport protocol. Only network transport back-ends that are "=0A= "registered are shown on the list. To configure the network transport = click "=0A= "on the \"Configure\" button. It is also possible to add new operations = in "=0A= "this box. To do this select one of the available operations from the = \"Add "=0A= "Operation\" list. This will lead you to the operation configuration = screen. "=0A= "After saving the new operation it will be listed in the table above."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:435=0A= msgid ""=0A= "\"OTRS as requester\" is very similar to the previous one, but instead = of "=0A= "\"operations\" you can add invokers here."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:439=0A= msgid ""=0A= "Click the \"Save\" button to save and continue configuring the web = service, "=0A= "\"Save and finish\" to save and return to the web service overview = screen, "=0A= "or \"Cancel\" to discard current configuration level changes and return = to "=0A= "web service overview screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:446=0A= #, fuzzy=0A= msgid "Web service change"=0A= msgstr "Mudan=C3=A7a do servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:446=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service change - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-change.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:451=0A= msgid "<emphasis>Figure: Web services change.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:455=0A= msgid ""=0A= "Like the other Generic Interface configuration screens such as Network "=0A= "Transport, Operation, Invoker and Mapping, the initial configuration = (add) "=0A= "screen will only present two options: \"Save\" and \"Cancel\". If the "=0A= "configuration is re-visited, a new option \"Save and Finish\" will = appear. "=0A= "The behavior of this feature is defined below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:462=0A= msgid ""=0A= "\"Save\" will store the current configuration level in the database and = it "=0A= "will return to the previous screen to review your changes or to = configure "=0A= "deeper settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:467=0A= msgid ""=0A= "\"Save and Finish\" will store the current configuration level in the "=0A= "database and it will return to the previous screen in the configuration = "=0A= "hierarchy (to the immediate upper configuration level)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:472=0A= msgid ""=0A= "\"Cancel\" will discard any configuration change to the current "=0A= "configuration level and will return to the previous screen in the "=0A= "configuration hierarchy."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:478=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:494=0A= msgid "Web Service Provider Network Transport"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:480=0A= msgid ""=0A= "In future the list of available network transports will be increased. "=0A= "Currently only the \"HTTP::SOAP\" transport is available. Each = transport has "=0A= "different configuration options to setup and they might use different "=0A= "frontend modules to configure it, but mostly they should look similar = to the "=0A= "\"HTTP::SOAP\" transport configuration module."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:486=0A= msgid ""=0A= "It is quite simple to configure the \"HTTP::SOAP\" protocol as = provider. "=0A= "There are only two settings: \"Namespace\" and \"Maximum message = length\". "=0A= "These fields are required. The first one is a URI to give SOAP methods = a "=0A= "context, reducing ambiguities, and the second one is a field where you = can "=0A= "specify the maximum size (in bytes) for SOAP messages that OTRS will = process."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:494=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service provider network transport - screenshot\" scale=3D\"40\" = fileref=3D"=0A= "\"screenshots/genericinterface-webservice-provider-transport.png\"></gra= phic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:499=0A= msgid "<emphasis>Figure: Web service provider network = transport.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:504=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:539=0A= msgid "Web Service Operation"=0A= msgstr "Opera=C3=A7=C3=A3o do Servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:506=0A= msgid ""=0A= "The actions that can be performed when you are using OTRS as a provider = are "=0A= "called \"Operations\". Each operation belongs to a controller. = Controllers "=0A= "are collections of operations or invokers, normally operations from the = same "=0A= "controller need similar settings and share the same configuration = dialog. "=0A= "But each operation can have independent configuration dialogues if = needed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:513=0A= msgid ""=0A= "Name, Description, Backend, and Mappings are fields that normally = appear on "=0A= "every operation, other special fields can appear in non default "=0A= "configuration dialogues to fulfill specific needs of the operation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:518=0A= msgid ""=0A= "Normally there are two mapping configuration sections on each = operation, one "=0A= "for the incoming data and another one for the outgoing data. You can = choose "=0A= "different mapping types (backends) for each mapping direction, since = their "=0A= "configuration is independent from each other and also independent from = the "=0A= "operation backend. The normal and most common practice is that the = operation "=0A= "uses the same mapping type in both cases (with inverted configuration). = The "=0A= "complete mapping configuration is done in a separate screen which = depends on "=0A= "the mapping type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:527=0A= msgid ""=0A= "The operation backend is pre-populated and is not editable. You will = see "=0A= "this parameter when you choose the operation on the web service edit = screen. "=0A= "The field is only informative."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:531=0A= msgid ""=0A= "In the left part of the screen on the action column you have the = options: "=0A= "\"Go back to web service\" (discarding all changes since the last save) = and "=0A= "\"Delete\". If you click on the last one, a dialog will open and ask = you if "=0A= "you like to remove the operation. Click on \"Delete\" button to confirm = the "=0A= "removal of the operation and it configuration or \"Cancel\" to close = the "=0A= "delete dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:539=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service operation - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-operation.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:544=0A= msgid "<emphasis>Figure: Web service operation.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:549=0A= msgid "Web Service Provider Transport"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:551=0A= msgid ""=0A= "The network transport configuration for the requester is similar to the = "=0A= "configuration for the provider. For the Requester \"HTTP::SOAP\" = network "=0A= "transport there are more fields to be set."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:556=0A= msgid ""=0A= "Apart from the \"Endpoint\" (URI of the Remote System web service = interface "=0A= "to accept requests) and \"Namespace\" which are required fields, you = can "=0A= "also specify:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:563=0A= msgid ""=0A= "Encoding (such as utf-8, latin1, iso-8859-1, cp1250, etc) for the SOAP "=0A= "message."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:569=0A= msgid ""=0A= "SOAPAction Header: you can use this to send an empty or filled = SOAPAction "=0A= "header. Set to \"No\" and the SOAPAction header on the SOAP message = will be "=0A= "an empty string, or set to \"Yes\" to send the soap action in "=0A= "Namespace#Action format and define the separator (typically \"/\" for = .Net "=0A= "web services and \"#\" for the rest)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:578=0A= msgid ""=0A= "Authentication: to set the authentication mechanism, set to \"-\" to = not use "=0A= "any authentication or select one from the list and the detail fields = will "=0A= "appear."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:586=0A= msgid ""=0A= "Currently only the \"BasicAuth\" (HTTP) authentication mechanism is "=0A= "implemented. You can decide whether or not to use it depending on the "=0A= "Remote System configuration. If used, you must provide the User Name = and the "=0A= "Password to access the remote system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:594=0A= msgid ""=0A= "If you supply a password for authentication and after you export the = web "=0A= "service to a YAML file this password will be revealed and will be = written "=0A= "into a plain text string inside the YAML file. Be aware of it and take "=0A= "precautions if needed."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:602=0A= msgid "Web Service Requester Network Transport"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:602=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service requester network transport - screenshot\" scale=3D\"40\" = fileref=3D"=0A= "\"screenshots/genericinterface-webservice-requester-transport.png\"></"=0A= "graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:607=0A= msgid "<emphasis>Figure: Web service requester network = transport.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:612=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:680=0A= msgid "Web Service Invoker"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:614=0A= msgid ""=0A= "The actions that can be performed when you are using OTRS as a = requester are "=0A= "called \"Invokers\". Each invoker belongs to a controller (controllers = are "=0A= "collections of operations or invokers). Usually invokers from the same "=0A= "controller need similar settings and share the same configuration "=0A= "dialogues. Each invoker can have independent configuration dialogues = if "=0A= "needed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:621=0A= msgid ""=0A= "Name, Description, Backend, and Mappings are fields that normally = appear on "=0A= "every invoker. Additionally the list of event triggers and other = special "=0A= "fields can appear on non default configuration dialogues to fulfill = special "=0A= "needs of the invoker."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:627=0A= msgid ""=0A= "Normally there are two mapping configuration sections for each invoker, = one "=0A= "for the incoming data and another one for the outgoing data. You can = choose "=0A= "different mapping types (backends) for each mapping direction, since = their "=0A= "configuration is independent from each other and also independent from = the "=0A= "invoker backend. The normal and most common practice is that the = invoker "=0A= "uses the same mapping type in both cases, with inverted configuration. = The "=0A= "complete mapping configuration is done in a separate screen, which = depends "=0A= "on the mapping type."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:637=0A= msgid ""=0A= "The invoker backend is pre-populated and can not be edited. You will = see "=0A= "this parameter when you choose the invoker on the web service edit = screen. "=0A= "The field is only informative."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:641=0A= msgid ""=0A= "Event triggers are events within OTRS such as \"TicketCreate\", = \"ArticleSend"=0A= "\", etc. These can act as triggers to execute the invoker. Each = invoker "=0A= "needs to have at least one event trigger registered, or the invoker = will be "=0A= "useless, because it will never be called. The asynchronous property of = the "=0A= "event triggers define if the OTRS process will handle the invoker or if = it "=0A= "will be delegated to the Scheduler."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:650=0A= msgid ""=0A= "The OTRS Scheduler is a separate process that executes tasks in the "=0A= "background. Using this the OTRS process itself will not be affected if = the "=0A= "Remote System takes a long time to respond, if it is not available or = if "=0A= "there are network problems. If you don't use the scheduler using web "=0A= "services can make OTRS slow or non-responsive. Therefore it is highly "=0A= "recommend to use asynchronous event triggers as often as possible."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:658=0A= msgid ""=0A= "To add an Event trigger, first select the event family from the first = list, "=0A= "then the event name from the second list, then set the asynchronous = property "=0A= "(if unchecked means that the event trigger will not be asynchronous) = and "=0A= "finally click on the plus button. A new event trigger will be created = and it "=0A= "will be listed on the invoker \"Event Triggers\" list."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:665=0A= msgid ""=0A= "To delete an Event trigger, simply locate the event trigger to be = deleted in "=0A= "the \"Event Triggers\" list and click on the trash icon at the end of = the "=0A= "row. This will open a dialog that asks you if you are sure to delete = the "=0A= "event trigger. Click \"Delete\" to remove the event trigger from the = list, "=0A= "or \"Cancel\" to close the dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:672=0A= msgid ""=0A= "In the left part of the screen on the action column you have the = options: "=0A= "\"Go back to web service\" (discarding all changes since the last save) = and "=0A= "\"Delete\". If you click on the last one, a dialog will emerge and ask = you "=0A= "if you like to remove the invoker. Click on the \"Delete\" button to = confirm "=0A= "the removal of the invoker and its configuration or \"Cancel\" to close = the "=0A= "delete dialog."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:680=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service invoker - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-invoker.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:685=0A= msgid "<emphasis>Figure: Web service invoker.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:690=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:789=0A= msgid "Web Service Mapping"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:692=0A= msgid ""=0A= "There are cases where you need to transform the data from one format to = "=0A= "another (map or change data structure), because normally a web service = is "=0A= "used to interact with a Remote System, that is highly probable that is = not "=0A= "another OTRS system and / or could not understand the OTRS data = structures "=0A= "and values. In these cases some or all values have to be changed, and "=0A= "sometimes even the names of the values (keys) or even the complete "=0A= "structure, in order to match with the expected data on the other end. = To "=0A= "accomplish this task the Generic Interface Mapping Layer exists."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:702=0A= msgid ""=0A= "Each Remote System has it own data structures and it is possible to = create "=0A= "new mapping modules for each case (e.g. there is a customized mapping = module "=0A= "for SAP Solution Manager shipped with OTRS), but it is not always "=0A= "necessary. The module Mapping::Simple should cover most of the mapping = "=0A= "needs."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:709=0A= msgid ""=0A= "When Mapping::Simple does not cover all mapping needs for a web = service, a "=0A= "new mapping module should be created. To learn more about how to create = new "=0A= "mapping modules please consult the OTRS Development Manual."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:715=0A= msgid ""=0A= "This module gives you the opportunity to set default values to map for = each "=0A= "key or value for the whole communication data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:719=0A= msgid ""=0A= "At the beginning of the screen you will see a general section where you = can "=0A= "set the default rules that will apply for all the unmapped keys and = values. "=0A= "There are three options available, these options are listed below:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:727=0A= msgid "Keep (leave unchanged): doesn't touch the keys or values in any = way."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:732=0A= msgid ""=0A= "Ignore (drop key/value pair): when this is applied to the key it = deletes the "=0A= "key and value, because when a key is deleted then in consequence its "=0A= "associated value is deleted too. When this is applied to the value, = only the "=0A= "value is deleted, keeping the key, that now will be associated to an = empty "=0A= "value."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:741=0A= msgid ""=0A= "MapTo (use provided key or value as default): all keys and / or values "=0A= "without a defined map rule, will use this as default, when you select = this "=0A= "option a new text field will appear to set this default."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:748=0A= msgid ""=0A= "Clicking on the \"+\" button for new key map, will display a new box = for a "=0A= "single mapping configuration. You can add as many key mappings as = needed. "=0A= "Just click on the \"+\" button again and a new mapping box will appear = below "=0A= "the existing one. From this mapping boxes you can define a map for a = single "=0A= "key, with the next options:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:758=0A= msgid ""=0A= "Exact value(s): the old key string will be changed to a new one if the = old "=0A= "key matches exactly."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:764=0A= msgid ""=0A= "Regular expression: The key string will be replaced following a regular = "=0A= "expression rule."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:771=0A= msgid ""=0A= "Pressing the new value map \"+\" button will display a new row for a = value "=0A= "map. Here it is also possible to define rules for each value to be = mapped "=0A= "with the same options as for the key map (Exact value and Regular "=0A= "expression). You can add as many values to map as needed, and if you = want to "=0A= "delete one of them, just click on the \"-\" button for each mapping = value "=0A= "row."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:778=0A= msgid ""=0A= "Deleting the complete key mapping section (box) is possible, just push = on "=0A= "the \"-\" button located on the up right corner of each box that you = want to "=0A= "delete."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:782=0A= msgid ""=0A= "If you need to delete a complete mapping configuration: go back to the "=0A= "corresponding operation or invoker screen, look for the mapping = direction "=0A= "that you select before and set its value to \"-\", and save the "=0A= "configuration to apply changes."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:789=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = srccredit=3D\"Adminarea "=0A= "web service mapping - screenshot\" scale=3D\"40\" = fileref=3D\"screenshots/"=0A= "genericinterface-webservice-mapping.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-gu= i.xml:794=0A= msgid "<emphasis>Figure: Web service mapping.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:5=0A= msgid "Generic Interface Communication Flow"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:7=0A= msgid ""=0A= "The Generic Interface has a defined flow to perform actions as a = provider "=0A= "and as a requester."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:11=0A= msgid "These flows are described below:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:15=0A= msgid "OTRS as Provider"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:18=0A= msgid "Remote Request:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:23=0A= msgid "HTTP request"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:28=0A= msgid "OTRS receives HTTP request and passes it through the layers."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:33=0A= msgid "The provider module is in charge to execute and control these = actions."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:41=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:190=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:364=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:35=0A= msgid "Network Transport"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:46=0A= msgid ""=0A= "The network transport module decodes the data payload and separates the = "=0A= "operation name from the rest of the data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:52=0A= msgid "The operation name and the operation data are returned to the = provider."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:60=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:351=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:411=0A= msgid "<remark>Data External</remark>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:65=0A= msgid "Data as sent from the remote system (This is not a module-based = layer)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:73=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:158=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:332=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:423=0A= #, fuzzy=0A= msgid "Mapping"=0A= msgstr "Mapeamento"=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:78=0A= msgid ""=0A= "The data is transformed from the External System format to the OTRS = internal "=0A= "format as specified in the mapping configuration for this operation = (Mapping "=0A= "for incoming request data)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:85=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:170=0A= msgid "The already transformed data is returned to the provider."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:92=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:146=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:319=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:442=0A= msgid "<remark>Data Internal</remark>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:97=0A= msgid ""=0A= "Data as transformed and prepared to be passed to the operation (This is = not "=0A= "a module based layer)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:105=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:134=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:206=0A= #, fuzzy=0A= msgid "Operation"=0A= msgstr "Opera=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:110=0A= msgid "Receives and validates data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:115=0A= msgid "Performs user access control."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:120=0A= msgid "Executes the action."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:129=0A= msgid "OTRS Response:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:139=0A= msgid "Returns result data to the provider."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:151=0A= msgid "Data as returned from operation."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:163=0A= msgid ""=0A= "The data is transformed back to the Remote system format as specified = in the "=0A= "mapping configuration (Mapping for outgoing response data)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:177=0A= msgid "<remark>Data external</remark>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:182=0A= msgid ""=0A= "Data as transformed and prepared to be passed to Network Transport as "=0A= "response."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:195=0A= msgid "Receives the data already in the Remote System format."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:200=0A= msgid "Constructs a valid response for this network transport type."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:207=0A= msgid "HTTP response"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:212=0A= msgid "The response is sent back to the web service client."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:217=0A= msgid ""=0A= "In the case of an error, an error response is sent to the remote system = (e."=0A= "g. SOAP fault, HTTP error, etc)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:228=0A= msgid "OTRS as Requester"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:230=0A= msgid "OTRS Request:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:234=0A= msgid "Event Trigger Handler"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:239=0A= msgid ""=0A= "Based on the web service configuration determines if the request will = be "=0A= "synchronous or asynchronous."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:245=0A= msgid "Synchronous"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:250=0A= msgid ""=0A= "A direct call to the Requester is made in order to create a new request = and "=0A= "to pass it through the layers."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:259=0A= msgid "Asynchronous"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:264=0A= msgid ""=0A= "Create a new Generic Interface (Requester) task for the OTRS Scheduler = (by "=0A= "delegating the request execution to the Scheduler, the user experience = could "=0A= "be highly improved, otherwise all the time needed to prepare the = request and "=0A= "the remote execution will be added to the OTRS Events that trigger = those "=0A= "requests)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:276=0A= msgid ""=0A= "In its next cycle the Scheduler process reads the new task and creates = a "=0A= "call to the Requester that will create a new request and then passes it = "=0A= "through the layers."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:290=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:455=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:493=0A= msgid "Invoker"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:295=0A= msgid "Receives data from the event."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:300=0A= msgid "Validates received data (if needed)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:305=0A= msgid "Call core modules to complement the data (if needed)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:310=0A= msgid ""=0A= "Return the request data structure or send a Stop Communication signal = to the "=0A= "requester, to gracefully cancel the request."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:324=0A= msgid "Data as passed from the invoker (This is not a module based = layer)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:337=0A= msgid ""=0A= "The data is transformed to the Remote system format as specified in the = "=0A= "mapping configuration (Mapping for outgoing response data)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:344=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:435=0A= msgid "The already transformed data is returned to the requester."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:356=0A= msgid "Data as transformed and prepared for sending to the remote = system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:369=0A= msgid ""=0A= "Receives the remote operation name and the data already transformed to = the "=0A= "Remote System format from the requester."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:376=0A= msgid "Constructs a valid request for the network transport."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:381=0A= msgid "Sends the request to the remote system and waits for the response"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:390=0A= msgid "Remote Response:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:394=0A= msgid "Network transport"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:399=0A= msgid "Receives the response and decodes the data payload."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:404=0A= msgid "Returns the data to the requester."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:416=0A= msgid "Data as received from the Remote System"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:428=0A= msgid ""=0A= "The data is transformed from the External System format to the OTRS = internal "=0A= "format as specified in the mapping configuration for this operation = (Mapping "=0A= "for incoming response data)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:447=0A= msgid "Data as transformed and ready to be passed back to the requester."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:460=0A= msgid "Receives return data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:465=0A= msgid ""=0A= "Handles the data as needed specifically by each Invoker (included error = "=0A= "handling if any)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:471=0A= msgid "Return the Invoker result and data to the Requester."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:478=0A= msgid "Event Handler or Scheduler"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><orderedlist><listitem><itemizedlist><listitem= ><para>=0A= #: = en/content/administration/genericinterface/genericinterface-communication= -flow.xml:483=0A= msgid ""=0A= "Receives the data from the Requester, in the case of the Scheduler this = data "=0A= "might contain information to Re-Schedule the task immediately or in the = "=0A= "future."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:5=0A= #, fuzzy=0A= msgid "Generic Interface Layers"=0A= msgstr "Camadas da Interface gen=C3=A9rica"=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:7=0A= msgid ""=0A= "Generic Interface is build based on a layer model, to be flexible and = easy "=0A= "to customize."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:10=0A= msgid ""=0A= "A layer is a set of files, which control how the Generic Interface = performs "=0A= "different parts of a web service. Using the right configuration, one = can "=0A= "build different web services for different External Systems without = creating "=0A= "new modules."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:16=0A= msgid ""=0A= "If the Remote System does not support the current bundled modules of = the "=0A= "Generic Interface, special modules need to be developed for that = specific "=0A= "web service."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:20=0A= msgid ""=0A= "The list of provided Generic Interface modules shipped with OTRS will = be "=0A= "updated and increased over time."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><screenshot><screeninfo>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:26=0A= #, fuzzy=0A= msgid "The Generic Interface Layers"=0A= msgstr "As camadas da Interface gen=C3=A9rica (GI)"=0A= =0A= #. type: Content of: <section><para><screenshot>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:26=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic srccredit=3D"=0A= "\"genericinterface layers - screenshot\" scale=3D\"50\" = fileref=3D\"screenshots/"=0A= "genericinterface-layers.png\"></graphic>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:31=0A= msgid "<emphasis>Figure: The graphical interface layers.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:37=0A= msgid ""=0A= "This layer is responsible for the correct communication with the Remote = "=0A= "System. It receives requests and generates responses when acting as "=0A= "provider, and generates requests and receives responses when acting as "=0A= "requester."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:42=0A= msgid ""=0A= "Provider communication is handled by a new web server handle called = \"nph-"=0A= "genericinterface.pl\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:46=0A= msgid ""=0A= "Requester communication could be initiated during an event triggered by = a "=0A= "Generic Interface module or any other OTRS module. This event is = catched by "=0A= "the event handler and depending on the configuration the event will be "=0A= "processed directly by the requester object or delegated to the = Scheduler (a "=0A= "separated deamon designed to process tasks asynchronously)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:55=0A= #, fuzzy=0A= msgid "Data Mapping"=0A= msgstr "Mapeamento de dados"=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:57=0A= msgid ""=0A= "This layer is responsible for translating data structures between OTRS = and "=0A= "the Remote System (data internal and data external layers). Usually = Remote "=0A= "Systems have different data structures than OTRS (including different = values "=0A= "and names for those values), and here resides the importance of the = layer to "=0A= "change the received information into something that OTRS can understand = and "=0A= "on the opposite way send the information to each Remote System using = their "=0A= "data dictionaries."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:65=0A= msgid ""=0A= "<remark>Example: </remark> \"Priority\" (OTRS) might be called \"Prio\" = in a "=0A= "remote system and it could be that value \"1 Low\" (OTRS) should be = mapped "=0A= "to \"Information\" on the remote system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:72=0A= msgid "Controller"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:74=0A= msgid ""=0A= "Controllers are collections of similar Operations or Invokers. For = example, "=0A= "a Ticket controller might contain several standard ticket operations. = Custom "=0A= "controllers can be implemented, for example a \"TicketExternalCompany\" = "=0A= "controller which may contain similar functions as the standard Ticket "=0A= "controller, but with a different data interface, or function names (to = adapt "=0A= "to the Remote System function names) or complete different code."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:82=0A= msgid ""=0A= "One application for Generic Interface could be to synchronize = information "=0A= "with one Remote System that only can talk with another Remote System of = the "=0A= "same kind. In this case new controllers needs to be developed and the "=0A= "Operations and Invokers has to emulate the Remote System behavior in = such "=0A= "way that the interface that OTRS exposes is similar to the Remote = System's "=0A= "interface."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:91=0A= msgid "Operation (OTRS as a provider)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:93=0A= msgid ""=0A= "An Operation is a single action that can be performed within OTRS. All "=0A= "operations have the same programming interface, they receive the data = into "=0A= "one specific parameter, and return a data structure with a success = status, "=0A= "potential error message and returning data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:99=0A= msgid ""=0A= "Normally operations uses the already mapped data (internal) to call = core "=0A= "modules and perform actions in OTRS like: Create a Ticket, Update a = User, "=0A= "Invalidate a Queue, Send a Notification, etc. An operation has full = access "=0A= "to the OTRS API to perform the action."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:10= 7=0A= msgid "Invoker (OTRS as a requester)"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-layers.xml:10= 9=0A= msgid ""=0A= "An Invoker is an action that OTRS performs against a Remote System. = Invokers "=0A= "use the OTRS Core modules to process and collect the needed information = to "=0A= "create the request. When the information is ready it has to be mapped = to the "=0A= "Remote System format in order to be sent to the Remote System, that = will "=0A= "process the information execute the action and send the response back, = to "=0A= "either process the success or handle errors."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:6=0A= msgid "Connectors"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:8=0A= msgid ""=0A= "A Connector is in essence a set of actions that are either called = Operations "=0A= "if OTRS acts as a web service provider or Invokers if OTRS acts as a = web "=0A= "service requester. But it can also include special Mappings or = Transports."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:13=0A= msgid ""=0A= "One Connector can either have only Operations, Only Invokers or both. A = "=0A= "connector can even use parts of other connectors like the Mappings or "=0A= "Transports if they are not to specific for the Connector that is trying = to "=0A= "implement them."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:18=0A= msgid ""=0A= "In other words a Connector is not limited to just the Controller layer = but "=0A= "it can be extended to Data Mapping or Network Transport layers if = needed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:22=0A= msgid ""=0A= "Due to the modular design of the Generic Interface a Connector can be = seen "=0A= "as a plug-in; this means that by adding Connectors the capabilities of = the "=0A= "generic interface can be extended using: OTRS Feature add ons, OTRS = Custom "=0A= "modules, 3rd Party modules, and so on."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:29=0A= msgid "Bundled Connectors"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:31=0A= msgid ""=0A= "Included with this version of OTRS the following connectors are ready = to be "=0A= "used."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:36=0A= #, fuzzy=0A= msgid "Session"=0A= msgstr "Sess=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:47=0A= #, fuzzy=0A= msgid "Session Connector"=0A= msgstr "Conector de sess=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:49=0A= msgid ""=0A= "This connector is capable to create a valid SessionID that can be used = in "=0A= "any other operation."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><itemizedlist><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:54=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:112=0A= msgid "Provides:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:58=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:116=0A= msgid "Operations:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:63=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:72=0A= msgid "SessionCreate"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:70=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:143=0A= msgid "Operations"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:74=0A= msgid ""=0A= "Creates a new new valid SessionID to be used in other operations from = other "=0A= "connectors like TicketCreate."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:79=0A= msgid ""=0A= "To use the SessionID in other operations from other connectors it is "=0A= "necessary that the operation implements authentication by SessionID. = All "=0A= "the rest of the bundled operations are capable of accepting a valid "=0A= "SessionID as an authentication method."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:85=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:151=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:284=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:418=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:459=0A= #, fuzzy=0A= msgid "Possible Attributes:"=0A= msgstr "Atributos Poss=C3=ADveis:"=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:88=0A= #, no-wrap=0A= msgid ""=0A= " <SessionCreate>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <UserLogin>?</UserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <Password>?</Password>\n"=0A= " </SessionCreate>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:106=0A= #, fuzzy=0A= msgid "Ticket Connector"=0A= msgstr "Conector de t=C3=ADquete"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:108=0A= msgid ""=0A= "This connector supplies the basic functionality to interact with = tickets"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:126=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:272=0A= msgid "TicketUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:131=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:412=0A= msgid "TicketGet"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:136=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:454=0A= msgid "TicketSearch"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:147=0A= msgid ""=0A= "Provides an interface to create a ticket in OTRS. A ticket must contain = an "=0A= "Article and can contain several attachments, all defined Dynamic Fields = can "=0A= "be also set on TicketCreate operation."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:154=0A= #, no-wrap=0A= msgid ""=0A= " <TicketCreate>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 3 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <UserLogin>?</UserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <SessionID>?</SessionID>\n"=0A= " <!--Optional:-->\n"=0A= " <Password>?</Password>\n"=0A= " <Ticket>\n"=0A= " <Title>?</Title>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <QueueID>?</QueueID>\n"=0A= " <!--Optional:-->\n"=0A= " <Queue>?</Queue>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <TypeID>?</TypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <Type>?</Type>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ServiceID>?</ServiceID>\n"=0A= " <!--Optional:-->\n"=0A= " <Service>?</Service>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <SLAID>?</SLAID>\n"=0A= " <!--Optional:-->\n"=0A= " <SLA>?</SLA>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <StateID>?</StateID>\n"=0A= " <!--Optional:-->\n"=0A= " <State>?</State>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <PriorityID>?</PriorityID>\n"=0A= " <!--Optional:-->\n"=0A= " <Priority>?</Priority>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <OwnerID>?</OwnerID>\n"=0A= " <!--Optional:-->\n"=0A= " <Owner>?</Owner>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ResponsibleID>?</ResponsibleID>\n"=0A= " <!--Optional:-->\n"=0A= " <Responsible>?</Responsible>\n"=0A= " <CustomerUser>?</CustomerUser>\n"=0A= " <!--Optional:-->\n"=0A= " <PendingTime>\n"=0A= " <Year>?</Year>\n"=0A= " <Month>?</Month>\n"=0A= " <Day>?</Day>\n"=0A= " <Hour>?</Hour>\n"=0A= " <Minute>?</Minute>\n"=0A= " </PendingTime>\n"=0A= " </Ticket>\n"=0A= " <Article>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleTypeID>?</ArticleTypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleType>?</ArticleType>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <SenderTypeID>?</SenderTypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <SenderType>?</SenderType>\n"=0A= " <!--Optional:-->\n"=0A= " <From>?</From>\n"=0A= " <Subject>?</Subject>\n"=0A= " <Body>?</Body>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ContentType>?</ContentType>\n"=0A= " <Charset>?</Charset>\n"=0A= " <MimeType>?</MimeType>\n"=0A= " <!--Optional:-->\n"=0A= " <HistoryType>?</HistoryType>\n"=0A= " <!--Optional:-->\n"=0A= " <HistoryComment>?</HistoryComment>\n"=0A= " <!--Optional:-->\n"=0A= " <AutoResponseType>?</AutoResponseType>\n"=0A= " <!--Optional:-->\n"=0A= " <TimeUnit>?</TimeUnit>\n"=0A= " <!--Optional:-->\n"=0A= " <NoAgentNotify>?</NoAgentNotify>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <ForceNotificationToUserID>?</ForceNotificationToUserID>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " = <ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " = <ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>\n"=0A= " </Article>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <DynamicField>\n"=0A= " <Name>?</Name>\n"=0A= " <!--1 or more repetitions:-->\n"=0A= " <Value>?</Value>\n"=0A= " </DynamicField>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Attachment>\n"=0A= " <Content>cid:61886944659</Content>\n"=0A= " <ContentType>?</ContentType>\n"=0A= " <Filename>?</Filename>\n"=0A= " </Attachment>\n"=0A= " </TicketCreate>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:274=0A= msgid ""=0A= "TicketUpdate operation adds the capability to modify attributes from an = "=0A= "existing ticket or to add a new article, including attachments and all "=0A= "defined dynamic fields for the ticket and the new article."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:280=0A= msgid ""=0A= "It is not necessary to create a new article to modify a ticket = attribute."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:287=0A= #, no-wrap=0A= msgid ""=0A= " <TicketUpdate>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 3 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <UserLogin>?</UserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <SessionID>?</SessionID>\n"=0A= " <!--Optional:-->\n"=0A= " <Password>?</Password>\n"=0A= " <!--You have a CHOICE of the next 2 items at this level-->\n"=0A= " <TicketID>?</TicketID>\n"=0A= " <TicketNumber>?</TicketNumber>\n"=0A= " <!--Optional:-->\n"=0A= " <Ticket>\n"=0A= " <!--Optional:-->\n"=0A= " <Title>?</Title>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <QueueID>?</QueueID>\n"=0A= " <!--Optional:-->\n"=0A= " <Queue>?</Queue>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <TypeID>?</TypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <Type>?</Type>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ServiceID>?</ServiceID>\n"=0A= " <!--Optional:-->\n"=0A= " <Service>?</Service>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <SLAID>?</SLAID>\n"=0A= " <!--Optional:-->\n"=0A= " <SLA>?</SLA>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <StateID>?</StateID>\n"=0A= " <!--Optional:-->\n"=0A= " <State>?</State>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <PriorityID>?</PriorityID>\n"=0A= " <!--Optional:-->\n"=0A= " <Priority>?</Priority>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <OwnerID>?</OwnerID>\n"=0A= " <!--Optional:-->\n"=0A= " <Owner>?</Owner>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ResponsibleID>?</ResponsibleID>\n"=0A= " <!--Optional:-->\n"=0A= " <Responsible>?</Responsible>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUser>?</CustomerUser>\n"=0A= " <!--Optional:-->\n"=0A= " <PendingTime>\n"=0A= " <Year>?</Year>\n"=0A= " <Month>?</Month>\n"=0A= " <Day>?</Day>\n"=0A= " <Hour>?</Hour>\n"=0A= " <Minute>?</Minute>\n"=0A= " </PendingTime>\n"=0A= " </Ticket>\n"=0A= " <!--Optional:-->\n"=0A= " <Article>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleTypeID>?</ArticleTypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleType>?</ArticleType>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <SenderTypeID>?</SenderTypeID>\n"=0A= " <!--Optional:-->\n"=0A= " <SenderType>?</SenderType>\n"=0A= " <!--Optional:-->\n"=0A= " <From>?</From>\n"=0A= " <Subject>?</Subject>\n"=0A= " <Body>?</Body>\n"=0A= " <!--You have a CHOICE of the next 2 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <ContentType>?</ContentType>\n"=0A= " <Charset>?</Charset>\n"=0A= " <MimeType>?</MimeType>\n"=0A= " <!--Optional:-->\n"=0A= " <HistoryType>?</HistoryType>\n"=0A= " <!--Optional:-->\n"=0A= " <HistoryComment>?</HistoryComment>\n"=0A= " <!--Optional:-->\n"=0A= " <AutoResponseType>?</AutoResponseType>\n"=0A= " <!--Optional:-->\n"=0A= " <TimeUnit>?</TimeUnit>\n"=0A= " <!--Optional:-->\n"=0A= " <NoAgentNotify>?</NoAgentNotify>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <ForceNotificationToUserID>?</ForceNotificationToUserID>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " = <ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " = <ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>\n"=0A= " </Article>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <DynamicField>\n"=0A= " <Name>?</Name>\n"=0A= " <!--1 or more repetitions:-->\n"=0A= " <Value>?</Value>\n"=0A= " </DynamicField>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Attachment>\n"=0A= " <Content>cid:166861569966</Content>\n"=0A= " <ContentType>?</ContentType>\n"=0A= " <Filename>?</Filename>\n"=0A= " </Attachment>\n"=0A= " </TicketUpdate>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:414=0A= msgid ""=0A= "This operation is used to get all the attributes of a ticket including = the "=0A= "dynamic fields, all articles and all of the attachments that belong to = the "=0A= "ticket."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:421=0A= #, no-wrap=0A= msgid ""=0A= " <TicketGet>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 3 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <UserLogin>?</UserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <SessionID>?</SessionID>\n"=0A= " <!--Optional:-->\n"=0A= " <Password>?</Password>\n"=0A= " <!--1 or more repetitions:-->\n"=0A= " <TicketID>?</TicketID>\n"=0A= " <!--Optional:-->\n"=0A= " <DynamicFields>?</DynamicFields>\n"=0A= " <!--Optional:-->\n"=0A= " <Extended>?</Extended>\n"=0A= " <!--Optional:-->\n"=0A= " <AllArticles>?</AllArticles>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleSenderType>?</ArticleSenderType>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleOrder>?</ArticleOrder>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleLimit>?</ArticleLimit>\n"=0A= " <!--Optional:-->\n"=0A= " <Attachments>?</Attachments>\n"=0A= " </TicketGet>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:456=0A= msgid ""=0A= "TicketSearch operation returns a list of Ticket IDs that matches a "=0A= "predefined criteria."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:462=0A= #, no-wrap=0A= msgid ""=0A= " <TicketSearch>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 3 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <UserLogin>?</UserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Optional:-->\n"=0A= " <SessionID>?</SessionID>\n"=0A= " <!--Optional:-->\n"=0A= " <Password>?</Password>\n"=0A= " <!--Optional:-->\n"=0A= " <Limit>?</Limit>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <TicketNumber>?</TicketNumber>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Title>?</Title>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Queues>?</Queues>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <QueueIDs>?</QueueIDs>\n"=0A= " <!--Optional:-->\n"=0A= " <UseSubQueues>?</UseSubQueues>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Types>?</Types>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <TypeIDs>?</TypeIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <States>?</States>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <StateIDs>?</StateIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <StateType>?</StateType>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <StateTypeIDs>?</StateTypeIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Priorities>?</Priorities>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <PriorityIDs>?</PriorityIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Services>?</Services>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <ServiceIDs>?</ServiceIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <SLAs>?</SLAs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <SLAIDs>?</SLAIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <Locks>?</Locks>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <LockIDs>?</LockIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <OwnerIDs>?</OwnerIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <ResponsibleIDs>?</ResponsibleIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <WatchUserIDs>?</WatchUserIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CustomerID>?</CustomerID>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CustomerUserLogin>?</CustomerUserLogin>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedUserIDs>?</CreatedUserIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedTypes>?</CreatedTypes>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedTypeIDs>?</CreatedTypeIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedPriorities>?</CreatedPriorities>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedPriorityIDs>?</CreatedPriorityIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedStates>?</CreatedStates>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedStateIDs>?</CreatedStateIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedQueues>?</CreatedQueues>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CreatedQueueIDs>?</CreatedQueueIDs>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <DynamicFields>\n"=0A= " <!--You have a MANDATORY CHOICE of the next 6 items at this = level-->\n"=0A= " <!--Optional:-->\n"=0A= " <Equals>?</Equals>\n"=0A= " <!--Optional:-->\n"=0A= " <Like>?</Like>\n"=0A= " <!--Optional:-->\n"=0A= " <GreaterThan>?</GreaterThan>\n"=0A= " <!--Optional:-->\n"=0A= " <GreaterThanEquals>?</GreaterThanEquals>\n"=0A= " <!--Optional:-->\n"=0A= " <SmallerThan>?</SmallerThan>\n"=0A= " <!--Optional:-->\n"=0A= " <SmallerThanEquals>?</SmallerThanEquals>\n"=0A= " </DynamicFields>\n"=0A= " <!--Optional:-->\n"=0A= " <Ticketflag>\n"=0A= " <!--Optional:-->\n"=0A= " <Seen>?</Seen>\n"=0A= " </Ticketflag>\n"=0A= " <!--Optional:-->\n"=0A= " <From>?</From>\n"=0A= " <!--Optional:-->\n"=0A= " <To>?</To>\n"=0A= " <!--Optional:-->\n"=0A= " <Cc>?</Cc>\n"=0A= " <!--Optional:-->\n"=0A= " <Subject>?</Subject>\n"=0A= " <!--Optional:-->\n"=0A= " <Body>?</Body>\n"=0A= " <!--Optional:-->\n"=0A= " <FullTextIndex>?</FullTextIndex>\n"=0A= " <!--Optional:-->\n"=0A= " <ContentSearch>?</ContentSearch>\n"=0A= " <!--Optional:-->\n"=0A= " <ConditionInline>?</ConditionInline>\n"=0A= " <!--Optional:-->\n"=0A= " = <ArticleCreateTimeOlderMinutes>?</ArticleCreateTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " = <ArticleCreateTimeNewerMinutes>?</ArticleCreateTimeNewerMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleCreateTimeNewerDate>?</ArticleCreateTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " <ArticleCreateTimeOlderDate>?</ArticleCreateTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketCreateTimeOlderMinutes>?</TicketCreateTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " = <ATicketCreateTimeNewerMinutes>?</ATicketCreateTimeNewerMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCreateTimeNewerDate>?</TicketCreateTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCreateTimeOlderDate>?</TicketCreateTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketChangeTimeOlderMinutes>?</TicketChangeTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketChangeTimeNewerMinutes>?</TicketChangeTimeNewerMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketChangeTimeNewerDate>?</TicketChangeTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketChangeTimeOlderDate>?</TicketChangeTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCloseTimeOlderMinutes>?</TicketCloseTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCloseTimeNewerMinutes>?</TicketCloseTimeNewerMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCloseTimeNewerDate>?</TicketCloseTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketCloseTimeOlderDate>?</TicketCloseTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketPendingTimeOlderMinutes>?</TicketPendingTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketPendingTimeNewerMinutes>?</TicketPendingTimeNewerMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketPendingTimeNewerDate>?</TicketPendingTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " <TicketPendingTimeOlderDate>?</TicketPendingTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketEscalationTimeOlderMinutes>?</TicketEscalationTimeOlderMinutes>\n"=0A= " <!--Optional:-->\n"=0A= " = <TTicketEscalationTimeNewerMinutes>?</TTicketEscalationTimeNewerMinutes>\= n"=0A= " <!--Optional:-->\n"=0A= " = <TicketEscalationTimeNewerDate>?</TicketEscalationTimeNewerDate>\n"=0A= " <!--Optional:-->\n"=0A= " = <TicketEscalationTimeOlderDate>?</TicketEscalationTimeOlderDate>\n"=0A= " <!--Optional:-->\n"=0A= " <ArchiveFlags>?</ArchiveFlags>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <OrderBy>?</OrderBy>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <SortBy>?</SortBy>\n"=0A= " <!--Zero or more repetitions:-->\n"=0A= " <CustomerUserID>?</CustomerUserID>\n"=0A= " </TicketSearch>\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:643=0A= msgid "Examples:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:645=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:5=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:33=0A= #, fuzzy=0A= msgid "Web Service Configuration"=0A= msgstr "Configura=C3=A7=C3=A3o do servi=C3=A7o Web"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:647=0A= msgid ""=0A= "The following is a basic but complete web service configuration file in = YAML "=0A= "format to use all the Ticket Connector operations. In order to use it = in "=0A= "OTRS you need to copy the content, save it into a file called "=0A= "GenericTicketConnector.yml, and import it into OTRS in the Web Services = "=0A= "screen in the Admin panel by clicking in the \"Add web service\" action = from "=0A= "the overview screen and then clicking in the \"Import web service\" = action "=0A= "in the add screen."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:656=0A= #, no-wrap=0A= msgid ""=0A= "---\n"=0A= "Debugger:\n"=0A= " DebugThreshold: debug\n"=0A= " TestMode: 0\n"=0A= "Description: Ticket Connector Sample\n"=0A= "FrameworkVersion: 3.2.x CVS\n"=0A= "Provider:\n"=0A= " Operation:\n"=0A= " SessionCreate:\n"=0A= " Description: Creates a Session\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " Type: Session::SessionCreate\n"=0A= " TicketCreate:\n"=0A= " Description: Creates a Ticket\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " Type: Ticket::TicketCreate\n"=0A= " TicketUpdate:\n"=0A= " Description: Updates a Ticket\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " Type: Ticket::TicketUpdate\n"=0A= " TicketGet:\n"=0A= " Description: Retrieve Ticket data\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " Type: Ticket::TicketGet\n"=0A= " TicketSearch:\n"=0A= " Description: Search for Tickets\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " Type: Ticket::TicketSearch\n"=0A= " Transport:\n"=0A= " Config:\n"=0A= " MaxLength: 100000000\n"=0A= " NameSpace: http://www.otrs.org/TicketConnector/\n"=0A= " Type: HTTP::SOAP\n"=0A= "RemoteSystem: ''\n"=0A= "Requester:\n"=0A= " Transport:\n"=0A= " Type: ''\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:745=0A= msgid "Perl SOAP Requester"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:747=0A= msgid ""=0A= "The following code is a Perl script that can connect to OTRS via the = generic "=0A= "interface. In order to perform the operations provided by the Ticket "=0A= "Connector, it uses two Perl CPAN modules SOAP::Lite and Data::Dumper. = Please "=0A= "make sure that your environment is capable to use these modules before = you "=0A= "try to run the scipt."=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-connectors.xm= l:754=0A= #, no-wrap=0A= msgid ""=0A= "#!/usr/bin/perl -w\n"=0A= "# --\n"=0A= "# otrs.SOAPRequest.pl - sample to send a SOAP request to OTRS Generic = Interface Ticket Connector\n"=0A= "# Copyright (C) 2001-2013 OTRS AG, http://otrs.com/\n"=0A= "# --\n"=0A= "# This program is free software; you can redistribute it and/or = modify\n"=0A= "# it under the terms of the GNU AFFERO General Public License as = published by\n"=0A= "# the Free Software Foundation; either version 3 of the License, or\n"=0A= "# any later version.\n"=0A= "#\n"=0A= "# This program is distributed in the hope that it will be useful,\n"=0A= "# but WITHOUT ANY WARRANTY; without even the implied warranty of\n"=0A= "# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the\n"=0A= "# GNU General Public License for more details.\n"=0A= "#\n"=0A= "# You should have received a copy of the GNU Affero General Public = License\n"=0A= "# along with this program; if not, write to the Free Software\n"=0A= "# Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 = USA\n"=0A= "# or see http://www.gnu.org/licenses/agpl.txt.\n"=0A= "# --\n"=0A= "\n"=0A= "use strict;\n"=0A= "use warnings;\n"=0A= "\n"=0A= "# use ../ as lib location\n"=0A= "use File::Basename;\n"=0A= "use FindBin qw($RealBin);\n"=0A= "use lib dirname($RealBin);\n"=0A= "\n"=0A= "use SOAP::Lite;\n"=0A= "use Data::Dumper;\n"=0A= "\n"=0A= "# ---\n"=0A= "# Variables to be defined.\n"=0A= "\n"=0A= "# this is the URL for the web service\n"=0A= "# the format is\n"=0A= "# = <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVIC= E_NAME>\n"=0A= "# or\n"=0A= "# = <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERV= ICE_ID>\n"=0A= "my $URL =3D = 'http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketCo= nnector';\n"=0A= "\n"=0A= "# this name space should match the specified name space in the SOAP = transport for the web service.\n"=0A= "my $NameSpace =3D 'http://www.otrs.org/TicketConnector/';\n"=0A= "\n"=0A= "# this is operation to execute, it could be TicketCreate, TicketUpdate, = TicketGet, TicketSearch\n"=0A= "# or SessionCreate. and they must to be defined in the web service.\n"=0A= "my $Operation =3D 'TicketCreate';\n"=0A= "\n"=0A= "# this variable is used to store all the parameters to be included on a = request in XML format. Each\n"=0A= "# operation has a determined set of mandatory and non mandatory = parameters to work correctly. Please\n"=0A= "# check the OTRS Admin Manual in order to get a complete list of = parameters.\n"=0A= "my $XMLData =3D '\n"=0A= "<UserLogin>some user login</UserLogin>\n"=0A= "<Password>some password</Password>\n"=0A= "<Ticket>\n"=0A= " <Title>some title</Title>\n"=0A= " <CustomerUser>some customer user login</CustomerUser>\n"=0A= " <Queue>some queue</Queue>\n"=0A= " <State>some state</State>\n"=0A= " <Priority>some priority</Priority>\n"=0A= "</Ticket>\n"=0A= "<Article>\n"=0A= " <Subject>some subject</Subject>\n"=0A= " <Body>some body</Body>\n"=0A= " <ContentType>text/plain; charset=3Dutf8</ContentType>\n"=0A= "</Article>\n"=0A= "';\n"=0A= "\n"=0A= "# ---\n"=0A= "\n"=0A= "# create a SOAP::Lite data structure from the provided XML data = structure.\n"=0A= "my $SOAPData =3D SOAP::Data\n"=0A= " ->type( 'xml' =3D> $XMLData );\n"=0A= "\n"=0A= "my $SOAPObject =3D SOAP::Lite\n"=0A= " ->uri($NameSpace)\n"=0A= " ->proxy($URL)\n"=0A= " ->$Operation($SOAPData);\n"=0A= "\n"=0A= "# check for a fault in the soap code.\n"=0A= "if ( $SOAPObject->fault ) {\n"=0A= " print $SOAPObject->faultcode, \" \", $SOAPObject->faultstring, = \"\\n\";\n"=0A= "}\n"=0A= "\n"=0A= "# otherwise print the results.\n"=0A= "else {\n"=0A= "\n"=0A= " # get the XML response part from the SOAP message.\n"=0A= " my $XMLResponse =3D = $SOAPObject->context()->transport()->proxy()->http_response()->content();= \n"=0A= "\n"=0A= " # deserialize response (convert it into a perl structure).\n"=0A= " my $Deserialized =3D eval {\n"=0A= " SOAP::Deserializer->deserialize($XMLResponse);\n"=0A= " };\n"=0A= "\n"=0A= " # remove all the headers and other not needed parts of the SOAP = message.\n"=0A= " my $Body =3D $Deserialized->body();\n"=0A= "\n"=0A= " # just output relevant data and no the operation name key (like = TicketCreateResponse).\n"=0A= " for my $ResponseKey ( keys %{$Body} ) {\n"=0A= " print Dumper( $Body->{$ResponseKey} );\n"=0A= " }\n"=0A= "}\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:7=0A= msgid ""=0A= "From its design the web services were conceived to be portable from one = OTRS "=0A= "system to another, e.g. from a test or development environment to a "=0A= "production system. Therefore it was needed to have an easy way to = extract "=0A= "the web service configuration from the database, and import it to = another. "=0A= "To accomplish this task the Generic Interface uses YAML files as the = web "=0A= "services configuration basis."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:14=0A= msgid ""=0A= "Why YAML? YAML is a markup language designed to be human friendly to = read "=0A= "and write (it is easier to understand than JSON), it does not have some = of "=0A= "the limitations of XML like numeric tags, it is open, standardized, and = is "=0A= "complete enough to store the whole web service configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:21=0A= msgid ""=0A= "To learn more about YAML please visit <ulink = url=3D\"http://www.yaml.org/"=0A= "\">http://www.yaml.org/</ulink>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:26=0A= msgid ""=0A= "The following is a web service configuration file example in YAML = format:"=0A= msgstr ""=0A= =0A= #. type: CDATA=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:29=0A= #, no-wrap=0A= msgid ""=0A= "---\n"=0A= "Debugger:\n"=0A= " DebugThreshold: debug\n"=0A= "Description: This an example of a web service configuration\n"=0A= "Provider:\n"=0A= " Operation:\n"=0A= " CloseIncident:\n"=0A= " Description: This is a test operation\n"=0A= " MappingInbound: {}\n"=0A= " MappingOutbound: {}\n"=0A= " RemoteSystemGuid: ''\n"=0A= " Type: Test::Test\n"=0A= " Test:\n"=0A= " Description: This is a test operation\n"=0A= " MappingInbound:\n"=0A= " Config:\n"=0A= " KeyMapDefault:\n"=0A= " MapTo: ''\n"=0A= " MapType: Keep\n"=0A= " KeyMapExact:\n"=0A= " Prio: Priority\n"=0A= " ValueMap:\n"=0A= " Priority:\n"=0A= " ValueMapExact:\n"=0A= " Critical: 5 Very High\n"=0A= " Information: 1 Very Low\n"=0A= " Warning: 3 Normal\n"=0A= " ValueMapDefault:\n"=0A= " MapTo: 3 Normal\n"=0A= " MapType: MapTo\n"=0A= " Type: Simple\n"=0A= " MappingOutbound:\n"=0A= " Config:\n"=0A= " KeyMapDefault:\n"=0A= " MapTo: ''\n"=0A= " MapType: Ignore\n"=0A= " KeyMapExact:\n"=0A= " Priority: Prio\n"=0A= " ValueMap:\n"=0A= " Prio:\n"=0A= " ValueMapExact:\n"=0A= " 1 Very Low: Information\n"=0A= " 3 Normal: Warning\n"=0A= " 5 Very High: Critical\n"=0A= " ValueMapDefault:\n"=0A= " MapTo: ''\n"=0A= " MapType: Ignore\n"=0A= " Type: Simple\n"=0A= " Type: Test::Test\n"=0A= " Transport:\n"=0A= " Config:\n"=0A= " MaxLength: 10000000\n"=0A= " NameSpace: http://www.example.com/actions\n"=0A= " Type: HTTP::SOAP\n"=0A= "RemoteSystem: remote.system.description.example.com\n"=0A= "Requester:\n"=0A= " Invoker:\n"=0A= " Test:\n"=0A= " Description: This is a test invoker\n"=0A= " Events:\n"=0A= " - Asynchronous: 1\n"=0A= " Event: TicketCreate\n"=0A= " - Asynchronous: 0\n"=0A= " Event: ArticleUpdate\n"=0A= " MappingInbound:\n"=0A= " Type: Simple\n"=0A= " MappingOutbound:\n"=0A= " Type: Simple\n"=0A= " Type: Test::Test\n"=0A= " Transport:\n"=0A= " Config:\n"=0A= " Authentication:\n"=0A= " Password: '*******'\n"=0A= " Type: BasicAuth\n"=0A= " User: otrs\n"=0A= " Encoding: utf-8\n"=0A= " Endpoint: http://www.example.com:8080/endpoint\n"=0A= " NameSpace: http://www.example.com/actions\n"=0A= " SOAPAction: Yes\n"=0A= " SOAPActionSeparator: '#'\n"=0A= " Type: HTTP::SOAP\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:116=0A= msgid "Configuration Details"=0A= msgstr "Detalhes da Configura=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:125=0A= msgid "Description: a short text that describes the web service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:130=0A= msgid "RemoteSystem: a short description of the Remote System."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:135=0A= msgid "Debugger: a container for the debugger settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:140=0A= msgid "Provider: a container for the provider settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:145=0A= msgid "Requester: a container for the requester settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:153=0A= #, fuzzy=0A= msgid "Debugger"=0A= msgstr "Depurador"=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:158=0A= msgid "DebugThreshold: the debugger level"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><itemizedlist><listite= m><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:166=0A= msgid "debug: all logs are stored in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><itemizedlist><listite= m><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:171=0A= msgid "info: info, notice and error level logs are stored in the = database."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><itemizedlist><listite= m><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:177=0A= msgid "notice: notice and error level logs are stored in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><itemizedlist><listite= m><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:182=0A= msgid "error: only error level logs are stored in the database."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:192=0A= msgid "Provider"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:196=0A= msgid "Operation: a container for each operation settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:201=0A= msgid "Transport: a container for provider network transport settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:210=0A= msgid ""=0A= "<OperationName>: Unique name for the operation, container for its = own "=0A= "operation settings (cardinality 0..n, but not duplicate)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:216=0A= msgid "<OperationName>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:218=0A= msgid ""=0A= "This section is based on operations from type \"Test::Test\" other "=0A= "operations might contain more or different settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:224=0A= msgid "Description: a short text that describes the operation."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:229=0A= msgid ""=0A= "MappingInbound: a container for the mapping settings for the incoming "=0A= "request data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:235=0A= msgid ""=0A= "MappingOutbound: a container for the mapping settings for the outgoing "=0A= "response data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:241=0A= msgid "Type: the operation backend, in Controller::Operation format."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:246=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:791=0A= msgid "MappingInbound"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:248=0A= msgid ""=0A= "This section is based on mappings from type \"Simple\". Other mappings = might "=0A= "contain more or different settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:254=0A= msgid "Config: a container for this mapping settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:259=0A= msgid "Type: the mapping backend."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:269=0A= msgid "KeyMapDefault: a container for all non mapped keys settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:275=0A= msgid "ValueMapDefault: a container for all non mapped values settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:281=0A= msgid ""=0A= "KeyMapExact: a container for all exact key mappings (cardinality 0 .. = 1)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:287=0A= msgid ""=0A= "KeyMapRegEx: a container for all regular expression key mappings "=0A= "(cardinality 0 .. 1)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:293=0A= msgid "ValueMap: a container for all value mappings (cardinality 0 .. = 1)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:300=0A= msgid "KeyMapDefault"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:305=0A= msgid ""=0A= "MapTo: the new value to be used (only applicable if MapType is set to = MapTo)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:311=0A= msgid "MapType: the rule for the mapping."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:317=0A= msgid "Keep: leave unchanged."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:322=0A= msgid "Ignore: drop."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:327=0A= msgid "MapTo: change to the MapTo value."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:336=0A= msgid "ValueMapDefault"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:339=0A= msgid "Similar to KeyMapDefault."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:344=0A= msgid "KeyMapExact"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:349=0A= msgid "<oldkey>: <newkey> (cardinality 0 .. n but not = duplicate)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:357=0A= msgid "KeyMapRegEx"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:362=0A= msgid ""=0A= "<oldkey(RegEx)>: <newkey> ( cardinality 0 .. n but no "=0A= "duplicates)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:370=0A= msgid "ValueMap"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:375=0A= msgid ""=0A= "<newkey>: a container for value mappings for this new key = (cardinality "=0A= "depends on the new keys from KeyMapExact and KeyMapRegEx)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:383=0A= msgid "<newkey>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:388=0A= msgid ""=0A= "ValueMapExact: a container for all exact value mappings (cardinality 0 = .. 1)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:394=0A= msgid ""=0A= "ValueMapRegEx: a container for all regular expression value mappings "=0A= "(cardinality 0 .. 1)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:402=0A= msgid "valueMapExact"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:407=0A= msgid ""=0A= "<oldvalue>: <newvalue> ( cardinality 0 .. n but not = duplicate)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:415=0A= msgid "ValueMapRegEx"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:420=0A= msgid ""=0A= "<oldvalue(RegEx)>: <newvalue> ( cardinality 0 .. n but not "=0A= "duplicate)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:432=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:797=0A= msgid "MappingOutbound"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:434=0A= msgid "Same as MappingInbound."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:438=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:803=0A= msgid "Transport"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:440=0A= msgid ""=0A= "This section is based on the provider network transport HTTP::SOAP, = other "=0A= "transports might contain more or different settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:446=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:811=0A= msgid ""=0A= "Config: a container for the specific network transport configuration "=0A= "settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:452=0A= msgid "Type: the provider network transport backend."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:461=0A= msgid ""=0A= "MaxLength: the maximum length in bytes to be read in a SOAP message by = OTRS."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:467=0A= msgid ""=0A= "NameSpace: an URI that gives a context to all operations that belongs = to "=0A= "this web service."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:479=0A= msgid "Requester"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:483=0A= msgid "Invoker: a container for each invokers' settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:488=0A= msgid "Transport: a container for requester network transport settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:497=0A= msgid ""=0A= "<InvokerName>: Unique name for the invoker, container for its own = "=0A= "invoker settings (cardinality 0..n, but not duplicate)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:503=0A= msgid "<InvokerName>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:505=0A= msgid ""=0A= "This section is based on invokers from type \"Test::Test\" other = invokers "=0A= "might contain more or different settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:511=0A= msgid "Description: a short text that describes the invoker"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:516=0A= msgid "Events: a container for a unnamed list of event trigger settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:522=0A= msgid ""=0A= "MappingInbound: a container for the mapping settings for the incoming "=0A= "response data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:528=0A= msgid ""=0A= "MappingOutbound: a container for the mapping settings for the outgoing "=0A= "request data."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><itemizedlist><listitem><par= a>=0A= #: = 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"Asynchronous: to set if the invoker execution will be delegated to the "=0A= "Scheduler"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:555=0A= msgid "0: not handled by the Scheduler."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:560=0A= msgid "1: handled by the Scheduler."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:567=0A= msgid "Event: the name of the event trigger."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:570=0A= msgid "Possible Values (for ticket events)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:578=0A= msgid "TicketDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:583=0A= msgid "TicketTitleUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:588=0A= msgid "TicketUnlockTimeoutUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:593=0A= msgid "TicketQueueUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:598=0A= msgid "TicketTypeUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:603=0A= msgid "TicketServiceUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:608=0A= msgid "TicketSLAUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:613=0A= msgid "TicketCustomerUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:618=0A= msgid "TicketFreeTextUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:623=0A= msgid "TicketFreeTimeUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:628=0A= msgid "TicketPendingTimeUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:633=0A= msgid "TicketLockUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:638=0A= msgid "TicketArchiveFlagUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:643=0A= msgid "TicketStateUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:648=0A= msgid "TicketOwnerUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:653=0A= msgid "TicketResponsibleUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:658=0A= msgid "TicketPriorityUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:663=0A= msgid "HistoryAdd"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:668=0A= msgid "HistoryDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:673=0A= msgid "TicketAccountTime"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:678=0A= msgid "TicketMerge"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:683=0A= msgid "TicketSubscribe"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:688=0A= msgid "TicketUnsubscribe"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:693=0A= msgid "TicketFlagSet"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:698=0A= msgid "TicketFlagDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:703=0A= msgid "TicketSlaveLinkAdd"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:708=0A= msgid "TicketSlaveLinkDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:713=0A= msgid "TicketMasterLinkDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:718=0A= msgid "Possible Values (for article events)"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:721=0A= msgid "Article Events"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:726=0A= msgid "ArticleCreate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:731=0A= msgid "ArticleFreeTextUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:736=0A= msgid "ArticleUpdate"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:741=0A= msgid "ArticleSend"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:746=0A= msgid "ArticleBounce"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:751=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:776=0A= msgid "ArticleAgentNotification"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:756=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:781=0A= msgid "ArticleCustomerNotification"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:761=0A= msgid "ArticleAutoResponse"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:766=0A= msgid "ArticleFlagSet"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><itemizedlist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:771=0A= msgid "ArticleFlagDelete"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:793=0A= msgid "Same as Operation MappingInbound"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:799=0A= msgid "Same as Operation MappingInbound."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:805=0A= msgid ""=0A= "This section is based on the requester network transport HTTP::SOAP, = other "=0A= "transports might contain more or different settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><itemizedlist><list= item><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:817=0A= msgid "Type: the requester network transport backend."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:826=0A= msgid "Authentication: a container for authentication settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:831=0A= msgid "Encoding: the SOAP Message request encoding"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:836=0A= msgid ""=0A= "Endpoint: the URI of the Remote Server web service to accept OTRS = requests"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:842=0A= msgid ""=0A= "NameSpace: an URI that gives a context to all invokers that belongs to = this "=0A= "web service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:848=0A= msgid ""=0A= "SOAPAction: to send an empty or filled SOAPAction header in the SOAP = Message "=0A= "(in \"<NameSpace> <Separator> <Action>\" format)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:856=0A= msgid "YES: to send a filled SOAPAction header."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:861=0A= msgid "No: to send an empty SOAPAction header."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:868=0A= msgid ""=0A= "SOAPActionSeparator: to set the <Separator> of a filled = SOAPAction "=0A= "header."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:875=0A= msgid "'/': used for .net web services."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><itemizedl= ist><listitem><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:880=0A= msgid "'#': used for all the rest web services."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:887=0A= msgid "Authentication"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:891=0A= msgid ""=0A= "User: the privileged user name that has access to the remote web = service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:897=0A= msgid "Password: the password for privileged user in plain text."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><section><section><section><section><section><= itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-co= nfiguration.xml:903=0A= msgid "Type: the type of authentication."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:5=0A= msgid "Web Service Command Line Interface"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:7=0A= msgid ""=0A= "The Command Line Interface (CLI) is a fast way to work with the web "=0A= "services. It consists of a set of tools that can be use to perform = basic "=0A= "operations like:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:14=0A= msgid "Create, Update, Read, List and Delete web services based on YAML = files."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:19=0A= msgid "Read the Debugger log, with filter options."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:26=0A= msgid ""=0A= "You don't need to use the CLI to work with web services. Integrated = into the "=0A= "Admin interface there is a complete set of screens to interact with = every "=0A= "part of the web services. Please read the web service GUI section = included "=0A= "in this manual."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:35=0A= msgid ""=0A= "The \"WebserviceConfig.pl\" was developed in order to create basic, but = fast "=0A= "and powerful tool to work with web service configurations. It gives you = the "=0A= "ability to perform the following actions:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:43=0A= msgid ""=0A= "Add: to create web services using a YAML file as the configuration = source."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:48=0A= msgid ""=0A= "Update: to change an existing web service, the configuration can be = changed "=0A= "using a different or modified YAML file."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:54=0A= msgid ""=0A= "Read: to get the current web service configuration displayed on the = screen."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:59=0A= msgid ""=0A= "List: to get a complete list of all the web services registered in = system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:64=0A= msgid ""=0A= "Delete: to delete a web service from the system. Be careful when you = use it, "=0A= "because this action can't be undone."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><warning><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:72=0A= msgid ""=0A= "A web service READ operation will display all the configuration as = plain "=0A= "text on the screen, including any stored passwords. Please be aware of = this "=0A= "and take the needed precautions!"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:78=0A= msgid "Example: Creating a new web service configuration:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:82=0A= #, no-wrap=0A= msgid ""=0A= " shell> OTRS_HOME/bin/otrs.WebserviceConfig.pl -a write = -n <webservice_name> -f /path/to/yaml/file\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:86=0A= msgid "Also you can use 'otrs.WebserviceConfig.pl' with following = options:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:90=0A= msgid ""=0A= "<command>-a read -i <webservice_id></command> - To read a stored "=0A= "configuration."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:96=0A= msgid ""=0A= "<command>-a write -n <webservice_name> -f = /path/to/yaml/file</command> "=0A= "- To create a new web service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:102=0A= msgid ""=0A= "<command>-a write -i <webservice_id> -f = /path/to/yaml/file</command> - "=0A= "To update a web service."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:108=0A= msgid "<command>-a list</command> - To list available web services."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:113=0A= msgid ""=0A= "<command>-a delete -i <webservice_id></command> - To delete a web = "=0A= "service."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:124=0A= msgid ""=0A= "Another available tool via the command line interface is the \"otrs."=0A= "GenericInterfaceDebugRead.pl\" script, which is an interface to search = for "=0A= "web service debugger log entries."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:129=0A= msgid "Example: Searching for debugger log entries:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:133=0A= #, no-wrap=0A= msgid ""=0A= " shell> bin/otrs.GenericInterfaceDebugRead.pl\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><itemizedlist><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:139=0A= msgid ""=0A= "Optional parameters can be used for the = \"otrs.GenericInterfaceDebugRead.pl"=0A= "\" script:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:143=0A= msgid "<command>-c</command> - to filter by Communication ID (md5sum = format)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:148=0A= msgid ""=0A= "<command>-t</command> - to filter by CommunicationType ('Provider' or "=0A= "'Requester')."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:154=0A= msgid "<command>-a</command> - to filter by date (At or After a date)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:159=0A= msgid "<command>-b</command> - to filter by date (At or Before a date)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:164=0A= msgid ""=0A= "<command>-i</command> - to filter by IP Address (must be valid IPv4 or = IPv6 "=0A= "address)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:170=0A= msgid "<command>-w</command> - to filter by Web Service ID."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:175=0A= msgid "<command>-d</command> - to include detailed communication data."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:181=0A= msgid "Example: Searching for debugger log entries with all parameters:"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screen>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:185=0A= #, no-wrap=0A= msgid ""=0A= " shell> ./otrs.GenericInterfaceDebugRead.pl -c = a7cc4d9f5c70387a9bfbe1351bc88966 -t Provider -a '2011-07-22 00:00:00' -b = '2011-07-26 00:00:00' -i 127.0.0.1 -w 123 -d 1\n"=0A= " "=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: = en/content/administration/genericinterface/genericinterface-webservice-cl= i.xml:190=0A= msgid ""=0A= "It is highly recommended to include at least one of the filter options "=0A= "listed above, and even more if the \"-d\" option is selected, because "=0A= "<emphasis>a lot of </emphasis> information can be retrieved from the = data "=0A= "base and displayed on the screen, this could result in slow response = times "=0A= "and much more information than what you really needed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><title>=0A= #: en/content/administration/stats.xml:6=0A= #, fuzzy=0A= msgid "Stats module"=0A= msgstr "Modulo de estat=C3=ADsticas"=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/stats.xml:9=0A= msgid ""=0A= "The OTRS stats module holds features to track operational statistics = and "=0A= "generates custom reports associated with OTRS usage. The OTRS system = uses "=0A= "the term \"stat\" generically to refer to a report presenting various "=0A= "indicators."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/stats.xml:13=0A= msgid ""=0A= "Proper configuration of the OTRS stats module is associated with a = multitude "=0A= "of requirements and considerations. These include the various OTRS = modules "=0A= "to be evaluated, user permission settings, indicators to be calculated = and "=0A= "their complexity levels, ease of configuration of the stats module, = speed "=0A= "and efficiency of calculations, and support of a rich set of output = variants."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><para>=0A= #: en/content/administration/stats.xml:17=0A= msgid ""=0A= "Statistical elements, i.e. files which supplement the functionality of = the "=0A= "stats module for specific requirements, can be integrated for = calculating "=0A= "complex statistics."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/stats.xml:21=0A= msgid "Handling of the module by the agent"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/stats.xml:24=0A= msgid ""=0A= "When signed on as an agent, the navigation bar displays the link = \"Statistics"=0A= "\", with various submenu options, as shown in Figure."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/stats.xml:29=0A= #, fuzzy=0A= msgid "The stats module"=0A= msgstr "O modulo de estat=C3=ADsticas."=0A= =0A= #. type: Content of: <section><section><para><screenshot>=0A= #: en/content/administration/stats.xml:29=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-menu.png\" scale=3D\"40\" srccredit=3D\"stats-menu - Screenshot\" = />"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/stats.xml:35=0A= msgid "<emphasis>Figure: Statistics menu options.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/stats.xml:39=0A= msgid "The different options provided in the statistics menu are:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:46=0A= msgid ""=0A= "<emphasis>Overview</emphasis>. Presents a list of different = pre-configured "=0A= "reports."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:51=0A= msgid "<emphasis>New</emphasis>. Requires rw rights."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:56=0A= msgid "<emphasis>Import</emphasis>. Requires rw rights."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:63=0A= msgid "Overview"=0A= msgstr "Vis=C3=A3o geral"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:66=0A= msgid ""=0A= "Selecting the \"Statistics\" link in the navigation bar, and then the "=0A= "submenu link \"Overview\", calls up the Overview screen. The Overview = screen "=0A= "presents a list of all pre-configured reports the agent can use (see = Figure "=0A= "below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/stats.xml:72=0A= msgid "Overview of the standard reports"=0A= msgstr "Vis=C3=A3o geral dos relat=C3=B3rios padr=C3=A3o"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/stats.xml:72=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-overview.png\" scale=3D\"40\" srccredit=3D\"stats-overview - = Screenshot\" /"=0A= ">"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:78=0A= msgid "<emphasis>Figure: Overview of the standard reports.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:82=0A= msgid ""=0A= "The following information is provided for each of the standard reports "=0A= "listed in the Overview:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:89=0A= msgid "<emphasis>Stat#</emphasis>. Unique report number."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:94=0A= #: en/content/administration/stats.xml:191=0A= #, fuzzy=0A= msgid "<emphasis>Title</emphasis>. Title of the report."=0A= msgstr "<emphasis>Group:</emphasis> Titulo do relat=C3=B3rio."=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:99=0A= msgid ""=0A= "<emphasis>Object</emphasis>. Object used for generating the statistic. = In "=0A= "the case of a static statistic, no object is displayed as no dynamic = object "=0A= "is used for its generation."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:104=0A= msgid "<emphasis>Description</emphasis>. A brief description of the = report."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:111=0A= msgid ""=0A= "When the stats module is installed, it comes preloaded with a few = sample "=0A= "reports imported into the system. These are shown as a list on the = Overview "=0A= "page. If the Overview list extends to more than a single page, the = agent can "=0A= "browse through the different pages. The list of reports can be sorted = as "=0A= "desired, by clicking the desired column header in the list. To generate = a "=0A= "particular report, click on the stat number associated with the report = in "=0A= "the Overiew list. This brings up the \"View\" interface for the report."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:117=0A= msgid "Generate and view reports"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:120=0A= msgid ""=0A= "The view user interface provides the stat's configuration settings (see = "=0A= "Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/stats.xml:125=0A= msgid "Stat view"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/stats.xml:125=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-view.png\" scale=3D\"40\" srccredit=3D\"stats-view - Screenshot\" = />"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:131=0A= msgid "<emphasis>Figure: Viewing a specific report.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:135=0A= msgid ""=0A= "Configuration settings for a particular report can be set within the = range "=0A= "of options in the View screen. Either the report creator or any others = with "=0A= "the appropriate permissions can make the settings."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:139=0A= msgid "The page shows the following:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:146=0A= msgid "Possible actions:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:153=0A= msgid ""=0A= "<emphasis>Go to overview</emphasis>. Link back to the Overview list of "=0A= "reports."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:158=0A= msgid ""=0A= "<emphasis>Edit</emphasis>. Edit the current report structure (rw rights = "=0A= "required)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:163=0A= msgid ""=0A= "<emphasis>Delete</emphasis>. Delete the current report (rw rights = required)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:168=0A= msgid ""=0A= "<emphasis>Export config</emphasis>. Export a report configuration, via = file "=0A= "download (rw rights required)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:172=0A= msgid ""=0A= "Usage: Export and Import functions allow for the convenient creation = and "=0A= "testing of reports on test systems and subsequent easy integration into = the "=0A= "production system."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:180=0A= msgid "Report details:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:186=0A= msgid "<emphasis>Stat#</emphasis>. Number of the report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:196=0A= msgid "<emphasis>Object</emphasis>. Object used for generating the = report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:201=0A= msgid "<emphasis>Description</emphasis>. Description on the report's = purpose."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:206=0A= msgid ""=0A= "<emphasis>Format</emphasis>. Report output format which, depending on = the "=0A= "configuration, can be any of the following output formats:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:212=0A= #: en/content/administration/stats.xml:510=0A= msgid "CSV."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:217=0A= #: en/content/administration/stats.xml:515=0A= msgid "Print."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:222=0A= msgid "Graph-lines."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:227=0A= msgid "Graph-bars."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:232=0A= msgid "Graph-hbars."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:237=0A= msgid "Graph-points."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:242=0A= msgid "Graph-lines-points."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:247=0A= msgid "Graph-area."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:252=0A= msgid "Graph-pie."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:260=0A= msgid ""=0A= "<emphasis>Graphsize</emphasis>. Size in pixels for the graphic / chart. = This "=0A= "option is only given when the report configuration allows a chart. All "=0A= "generally usable graphic sizes are configured by the OTRS administrator = in "=0A= "SysConfig. The agent can then pre-select all relevant formats, while "=0A= "configuring the report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:265=0A= msgid ""=0A= "<emphasis>Sum rows</emphasis>. Indicates whether the report is amended = by a "=0A= "column, whose cells state the sums of the respective rows."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:270=0A= msgid ""=0A= "<emphasis>Sum columns</emphasis>. Indicates whether the report is = amended by "=0A= "a row, whose cells state the sum of the respective columns."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:275=0A= msgid ""=0A= "<emphasis>Cache</emphasis>. Indicates whether the generated report is = cached "=0A= "in the filesystem."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:280=0A= msgid ""=0A= "<emphasis>Valid</emphasis>. This can be set to \"invalid\" if a report = must "=0A= "not be run temporarily for any reason. The \"Start\" button in the = bottom of "=0A= "the right panel is then no longer displayed. The report can no longer = be "=0A= "generated."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:285=0A= msgid "<emphasis>Created</emphasis>. Creation time of the report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:290=0A= msgid ""=0A= "<emphasis>Created by</emphasis>. Name of the agent who created the = report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:295=0A= msgid "<emphasis>Changed</emphasis>. Time when the report was last = modified."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:300=0A= msgid ""=0A= "<emphasis>Changed by</emphasis>. Name of the agent who altered the = report "=0A= "last."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:305=0A= msgid ""=0A= "<emphasis>X-axis</emphasis>. Using this function, the agent can switch = the x "=0A= "and y axes (only when activated by the OTRS administrator)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para>=0A= #: en/content/administration/stats.xml:310=0A= msgid ""=0A= "The general information is followed by information about the report = itself. "=0A= "There are two different report (or stat) views:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:316=0A= msgid ""=0A= "<emphasis>Static stat view</emphasis>. Static report generators can be "=0A= "integrated into the stats module (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para><screenshot><screeninfo= >=0A= #: en/content/administration/stats.xml:320=0A= #, fuzzy=0A= msgid "Static stat view"=0A= msgstr "Vis=C3=A3o est=C3=A1tica da estat=C3=ADstica"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para><screenshot>=0A= #: en/content/administration/stats.xml:320=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-view-static.png\" scale=3D\"40\" srccredit=3D\"stats-view-static = - "=0A= "Screenshot\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:325=0A= msgid "<emphasis>Figure: Viewing a static report.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:330=0A= msgid ""=0A= "<emphasis>Dynamic stat view</emphasis> (see Figure above). They can be "=0A= "displayed in two different ways:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para><itemizedlist><listitem= ><para>=0A= #: en/content/administration/stats.xml:336=0A= msgid ""=0A= "<emphasis>Unchangeable settings</emphasis>. The originator of the = report has "=0A= "no permission for modifying this fields."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para><itemizedl= ist><listitem><para><itemizedlist><listitem><para><itemizedlist><listitem= ><para>=0A= #: en/content/administration/stats.xml:341=0A= msgid ""=0A= "<emphasis>Changeable settings</emphasis>. The configuration settings of = such "=0A= "reports can be changed by the agent."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:357=0A= msgid ""=0A= "Pressing the \"Start\" button (at the bottom of the screen) is the last = step "=0A= "to generate the report. There are two possible reasons for this button = to "=0A= "not be displayed:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:364=0A= msgid "The report was set to invalid and thus, deactivated."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:369=0A= msgid ""=0A= "The report was not configured cleanly and is, therefore, not yet = executable. "=0A= "In this case, the necessary information can be found in the OTRS "=0A= "notification section (below the navigation bar)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:376=0A= msgid ""=0A= "If the settings on the View page are incorrect, this page is shown = again "=0A= "after the \"Start\" button was pushed, and information about which = input was "=0A= "incorrect is provided in the notification section."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:381=0A= msgid "Edit / New"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:384=0A= msgid ""=0A= "Agents with write rights can edit an existing report configuration by "=0A= "calling up the edit user interface of the stats module. Alternately, = they "=0A= "may create a new report. The associated screens can be reached in the "=0A= "following manner:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:391=0A= msgid "Edit: Via the \"Edit\" button in the stat view."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:396=0A= msgid ""=0A= "New: Via the \"New\" link in the Statistics menu from the navigation = bar, or "=0A= "the \"Add\" button from the Overview page."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:403=0A= msgid "The stats are edited with a wizard in four steps:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:410=0A= msgid "General specifications."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= ><screeninfo>=0A= #: en/content/administration/stats.xml:415=0A= #: en/content/administration/stats.xml:599=0A= msgid "Definition of the element for the X-axis."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:420=0A= msgid "Specification of the value series."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:425=0A= msgid "Selecting the restrictions to limit the report."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:432=0A= msgid ""=0A= "Steps 2 through 4 are only needed for the generation of reports with = dynamic "=0A= "stats. For a static stat, only the general information (point 1) is = required."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:436=0A= msgid ""=0A= "Information about how to handle the page is provided on each of these "=0A= "screens, below the Actions panel in a Hints panel."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:440=0A= msgid ""=0A= "If incorrect inputs are entered, the previously processed user = interface is "=0A= "displayed again and with information about the incorrect input. This "=0A= "information can be found in the OTRS notification section. The next = input "=0A= "user interface is only displayed after the current form has been filled = out "=0A= "correctly."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:447=0A= msgid ""=0A= "<emphasis>General specifications</emphasis>. It is the first page of = the "=0A= "Edit wizard (see Figure below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= ><screeninfo>=0A= #: en/content/administration/stats.xml:452=0A= msgid "General specifications"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= >=0A= #: en/content/administration/stats.xml:452=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-edit-general.png\" scale=3D\"40\" = srccredit=3D\"stats-edit-general - "=0A= "Screenshot\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:458=0A= msgid ""=0A= "<emphasis>Figure: Editing the general specifications of a = report.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:463=0A= msgid ""=0A= "In the screen showed in Figure, there are a great number of common "=0A= "specifications and settings that can be edited:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:470=0A= msgid ""=0A= "<emphasis>Title</emphasis>. Should reflect the stat's purpose in a = concise "=0A= "manner."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:475=0A= msgid ""=0A= "<emphasis>Description</emphasis>. More descriptive information about = the "=0A= "report definition, type of configuration parameters, etc."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:480=0A= msgid ""=0A= "<emphasis>Dynamic object</emphasis>. If the OTRS installation provides "=0A= "various dynamic objects, one of them can be chosen. The objects meet = the "=0A= "requirements of the particular modules."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:485=0A= msgid ""=0A= "<emphasis>Static file</emphasis>. Usually this selection is not shown, = as "=0A= "only static files which are not yet assigned to any reports are = displayed. "=0A= "If \"Static file\" is displayed, however, it is important to tick the = option "=0A= "field and select a generation mode (dynamic with a dynamic object or = static "=0A= "with a file). If a static file is selected, the input user interfaces 2 = "=0A= "through 4 are not shown as the static file contains all required "=0A= "configuration settings."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:490=0A= msgid ""=0A= "<emphasis>Permission settings</emphasis>. Facilitate a restriction of = the "=0A= "groups (and therefore, agents) who can later view and generate the "=0A= "preconfigured reports. Thus the various reports can be allocated to the = "=0A= "different departments and work groups who need them. It is possible to "=0A= "allocate one report to various groups."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:494=0A= msgid ""=0A= "Example 1: The \"stats\" group was selected. The report is viewable for = all "=0A= "users having at least ro rights for the \"stats\" group. This access is = "=0A= "available by default."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:498=0A= msgid ""=0A= "Example 2: A group named \"sales\" was selected. All users with ro = rights "=0A= "for the \"sales\" group can see the stat in the view mode and generate = it. "=0A= "However, the report will not be available for viewing by other users."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:503=0A= msgid ""=0A= "<emphasis>Format</emphasis>. Output format of the stat: Depending on = the "=0A= "configuration, one or more of the following formats can be chosen:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:520=0A= msgid "graph-lines."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:525=0A= msgid "graph-bars."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:530=0A= msgid "graph-hbars."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:535=0A= msgid "graph-points."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:540=0A= msgid "graph-lines-points."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:545=0A= msgid "graph-area."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:550=0A= msgid "graph-pie."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:558=0A= msgid ""=0A= "<emphasis>Graphsize</emphasis>. Select the chart size in pixels. This "=0A= "selection is only necessary if a graphical output format has been = chosen "=0A= "under \"Format\". All graphic sizes that can generally be used are = defined "=0A= "by the OTRS administrator in SysConfig. When configuring the report, = the "=0A= "agent can pre-select all relevant formats."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:563=0A= msgid ""=0A= "<emphasis>Sum rows</emphasis>. Indicates whether the report is amended = by a "=0A= "column, whose cells contain the sum of the respective row."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:568=0A= msgid ""=0A= "<emphasis>Sum columns</emphasis>. Indicates whether the report is = amended by "=0A= "a row, whose cells contain the sum of the respective column."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:573=0A= msgid ""=0A= "<emphasis>Cache</emphasis>. Specifies if the generated report should be = "=0A= "cached in the filesystem. This saves computing power and time if the = report "=0A= "is called up again, but it should only be used if the report's content = is no "=0A= "longer changing."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:577=0A= msgid ""=0A= "Caching is automatically prevented if the report contains no time "=0A= "designation values, or if a time designation value points to the = future."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:581=0A= msgid "If a cached report is edited, all cached data is deleted."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:586=0A= msgid ""=0A= "<emphasis>Valid</emphasis>. This can be set to \"invalid\" if a pre-"=0A= "configured report must not be run temporarily for any reason. The = \"Start\" "=0A= "button in the bottom of the right panel is then no longer displayed. = The "=0A= "report can no longer be generated."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:594=0A= msgid ""=0A= "<emphasis>Definition of the element for the X-axis</emphasis>. It is = the "=0A= "configuration of the element used for the depiction of the X-axis or, = if "=0A= "tables are used, of the column name applied to the X-axis (see Figure)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= >=0A= #: en/content/administration/stats.xml:599=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-edit-xaxis.png\" scale=3D\"40\" srccredit=3D\"stats-edit-xaxis - = Screenshot"=0A= "\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:605=0A= msgid "<emphasis>Figure: Definition of the element for the = X-axis.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:609=0A= msgid ""=0A= "First of all, an element is selected using the option field. Then two = or "=0A= "more attributes of the element must be selected. If no attributes are "=0A= "selected, all attributes are used including those added after the "=0A= "configuration of the report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:613=0A= msgid ""=0A= "If the \"Fixed\" setting is disabled, the agent generating the report = can "=0A= "change the attributes of the respective element in the \"View\" user "=0A= "interface."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:617=0A= msgid ""=0A= "Time elements are different as time period and scale have to be stated. = Type "=0A= "and number of elements result from the used dynamic object and vary "=0A= "depending on it."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:621=0A= msgid ""=0A= "If all input is correct, the \"Next\" button leads to the \"Value = series\" "=0A= "form. It is also possible to go back to editing earlier sections."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:626=0A= msgid "<emphasis>Specification of the value series</emphasis>."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:630=0A= msgid ""=0A= "In the third step of the report configuration, the value series are = defined "=0A= "(see Figure below). They will later form the individual graphs or the "=0A= "various series within a tabular view."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= ><screeninfo>=0A= #: en/content/administration/stats.xml:635=0A= msgid "Definition of the value series"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= >=0A= #: en/content/administration/stats.xml:635=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-edit-valueseries.png\" scale=3D\"40\" = srccredit=3D\"stats-edit-valueseries "=0A= "- Screenshot\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:641=0A= msgid "<emphasis>Figure: Definition of the value series.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:645=0A= msgid ""=0A= "If an element is selected, each chosen attribute will correspond to a = value "=0A= "series (see the Example 19-1 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><t= itle>=0A= #: en/content/administration/stats.xml:650=0A= msgid "Definition of a value series - one element"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara>=0A= #: en/content/administration/stats.xml:653=0A= msgid "Element Queue:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:660=0A= msgid "Value series 1 =3D Raw"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:665=0A= msgid "Value series 2 =3D Junk"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:670=0A= msgid "...."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:679=0A= msgid ""=0A= "If two elements are selected, each selected attribute of the first = element "=0A= "is combined with an attribute of the second element to form a value = series "=0A= "(see Example 19-2 below)."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><t= itle>=0A= #: en/content/administration/stats.xml:684=0A= msgid "Definition of a value series - two elements"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara>=0A= #: en/content/administration/stats.xml:687=0A= msgid "Element 1 queue, Element 2 status:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:694=0A= msgid "Value chain 1 =3D Raw - open"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:699=0A= msgid "Value series 2 =3D Raw - successfully closed"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:704=0A= msgid "Value series 3 =3D Junk - open"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><example><p= ara><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:709=0A= msgid "Value series 4 =3D Junk - successfully closed"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:718=0A= msgid "Selection of three or more elements is not allowed."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:722=0A= msgid ""=0A= "Additionally the same conditions apply to the selection of the = attributes "=0A= "and the \"Fixed\" checkbox as to the \"X-axis\" selection:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:729=0A= msgid ""=0A= "If no attributes of the element are selected, all attributes are used, "=0A= "including those added after the configuration of the report."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><itemizedli= st><listitem><para>=0A= #: en/content/administration/stats.xml:734=0A= msgid ""=0A= "If the \"Fixed\" setting is disabled, the agent generating the report = can "=0A= "change the attributes of the respective element."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:742=0A= msgid ""=0A= "<emphasis>Setting restrictions to the report</emphasis>. This is the = fourth "=0A= "and final step of the configuration (see Figure below). The = restrictions "=0A= "serve to limit the results to the selected criteria. In many cases, no "=0A= "restrictions at all may be set up."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= ><screeninfo>=0A= #: en/content/administration/stats.xml:747=0A= msgid "Definition of restrictions"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para><screenshot= >=0A= #: en/content/administration/stats.xml:747=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-edit-restrictions.png\" scale=3D\"40\" srccredit=3D\"stats-edit-"=0A= "restrictions - Screenshot\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:753=0A= msgid "<emphasis>Figure: Definition of restrictions.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><orderedlist><listitem><para>=0A= #: en/content/administration/stats.xml:757=0A= msgid ""=0A= "After all the restrictions are set up, the configuration of the report = is "=0A= "completed by pressing the \"Finish\" button."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:765=0A= #, fuzzy=0A= msgid "Import"=0A= msgstr "Importar"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:768=0A= msgid ""=0A= "The Import user interface (see Figure below) can be accessed by = choosing "=0A= "from the navigation bar, the link \"Statistics\", then \"Import\". "=0A= "Alternately, pressing the Import button on the Overview screen achieves = the "=0A= "same result. \"rw\" rights to the report are required."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><screenshot><screeninfo>=0A= #: en/content/administration/stats.xml:773=0A= #, fuzzy=0A= msgid "The Import user interface"=0A= msgstr "A interface de importar usu=C3=A1rio"=0A= =0A= #. type: Content of: <section><section><section><para><screenshot>=0A= #: en/content/administration/stats.xml:773=0A= msgid ""=0A= "<placeholder type=3D\"screeninfo\" id=3D\"0\"/> <graphic = fileref=3D\"screenshots/"=0A= "stats-import.png\" scale=3D\"40\" srccredit=3D\"stats-import - = Screenshot\" />"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:779=0A= msgid "<emphasis>Figure: The Import user interface.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:783=0A= msgid ""=0A= "Facilitates the import of reports and is, when combined with the export = "=0A= "function of the module, a very handy functionality. Stats can be = created and "=0A= "tested conveniently on test systems, then imported into the production "=0A= "system."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:787=0A= msgid ""=0A= "The import is effected by an easy file upload. The \"View\" user = interface "=0A= "of the imported report is opened automatically afterwards."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/stats.xml:794=0A= msgid "Administration of the stats module by the OTRS administrator"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/stats.xml:797=0A= msgid ""=0A= "This section provides information about the tasks and responsibilities = of "=0A= "the OTRS administrator dealing with the statistics module."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:801=0A= msgid "Permission settings, Groups and Queues"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:804=0A= msgid ""=0A= "No new queues and/or groups are created when the stats module is = installed."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:808=0A= msgid ""=0A= "The default configuration of the module registration gives all agents = with "=0A= "\"stats\" group permissions access to the stats module."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:812=0A= msgid "Access according to permission settings:"=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:819=0A= msgid "<emphasis>rw</emphasis>. Allows configuring statistics and = reports."=0A= msgstr ""=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:824=0A= msgid ""=0A= "<emphasis>ro</emphasis>. Permits generating pre-configured statistics = and "=0A= "reports."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:831=0A= msgid ""=0A= "The OTRS administrator decides whether agents with the permission to "=0A= "generate pre-configured reports are allocated ro rights in the = \"stats\" "=0A= "group, or if their respective groups are added in the module = registration in "=0A= "SysConfig."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:839=0A= msgid ""=0A= "The SysConfig groups <link = linkend=3D\"Framework:Core::Stats\">Framework:Core::"=0A= "Stats</link>, <link = linkend=3D\"Framework:Core::Stats::Graph\">Framework:Core::"=0A= "Stats::Graph</link> and <link = linkend=3D\"Framework:Frontend::Agent::Stats"=0A= "\">Framework:Frontend::Agent::Stats</link> contain all configuration "=0A= "parameters for the basic set-up of the statistics module. Moreover, the = "=0A= "configuration parameter <link linkend=3D\"Framework:Frontend::Agent::"=0A= "ModuleRegistration:Frontend::Module_AgentStats\">$Self->{'Frontend::"=0A= "Module'}->{'AgentStats'}</link> controls the arrangement and = registration "=0A= "of the modules and icons within the statistics module."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><title>=0A= #: en/content/administration/stats.xml:846=0A= msgid "Administration of the stats module by the system administrator"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><para>=0A= #: en/content/administration/stats.xml:849=0A= msgid ""=0A= "Generally, no system administrator is needed for the operation, "=0A= "configuration and maintenance of the statistics module. However, a = little "=0A= "background information for the system administrator is given at this = point."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><note><para>=0A= #: en/content/administration/stats.xml:854=0A= msgid ""=0A= "File paths refer to subdirectories of the OTRS home directory (in most "=0A= "cases<filename>/opt/otrs</filename>)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:859=0A= msgid "Data base table"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:862=0A= msgid ""=0A= "All report configurations are implemented and administrated in XML, and = "=0A= "therefore stored in the database table \"xml_storage\". Other modules = whose "=0A= "content is presented in xml format use this table as well."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:869=0A= msgid "List of all files"=0A= msgstr "Lista de todos os arquivos"=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:872=0A= msgid ""=0A= "The following files are necessary for the stats module to work = accurately:"=0A= msgstr ""=0A= "Os seguintes arquivos s=C3=A3o necess=C3=A1rios para que o modulo de = estat=C3=ADsticas "=0A= "funcione com precis=C3=A3o:"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:879=0A= msgid "<filename>Kernel/System/Stats.pm</filename>"=0A= msgstr "<filename>Kernel/System/Stats.pm</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:884=0A= msgid "<filename>Kernel/Modules/AgentStats.pm</filename>"=0A= msgstr "<filename>Kernel/Modules/AgentStats.pm</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:889=0A= msgid "<filename>Kernel/System/CSV.pm</filename>"=0A= msgstr "<filename>Kernel/System/CSV.pm</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:894=0A= msgid = "<filename>Kernel/Output/HTML/Standard/AgentStatsOverview.dtl</filename>"=0A= msgstr ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsOverview.dtl</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:899=0A= msgid = "<filename>Kernel/Output/HTML/Standard/AgentStatsDelete.dtl</filename>"=0A= msgstr = "<filename>Kernel/Output/HTML/Standard/AgentStatsDelete.dtl</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:904=0A= msgid ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditSpecification.dtl</"=0A= "filename>"=0A= msgstr ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditSpecification.dtl</"=0A= "filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:909=0A= msgid ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditRestrictions.dtl</"=0A= "filename>"=0A= msgstr ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditRestrictions.dtl</"=0A= "filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:914=0A= msgid ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditXaxis.dtl</filename>= "=0A= msgstr ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditXaxis.dtl</filename>= "=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:919=0A= msgid ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditValueSeries.dtl</"=0A= "filename>"=0A= msgstr ""=0A= "<filename>Kernel/Output/HTML/Standard/AgentStatsEditValueSeries.dtl</"=0A= "filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:924=0A= msgid = "<filename>Kernel/Output/HTML/Standard/AgentStatsImport.dtl</filename>"=0A= msgstr = "<filename>Kernel/Output/HTML/Standard/AgentStatsImport.dtl</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:929=0A= msgid = "<filename>Kernel/Output/HTML/Standard/AgentStatsPrint.dtl</filename>"=0A= msgstr = "<filename>Kernel/Output/HTML/Standard/AgentStatsPrint.dtl</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:934=0A= msgid = "<filename>Kernel/Output/HTML/Standard/AgentStatsView.dtl</filename>"=0A= msgstr = "<filename>Kernel/Output/HTML/Standard/AgentStatsView.dtl</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:939=0A= msgid "<filename>Kernel/System/Stats/Dynamic/Ticket.pm</filename>"=0A= msgstr "<filename>Kernel/System/Stats/Dynamic/Ticket.pm</filename>"=0A= =0A= #. type: Content of: = <section><section><section><para><itemizedlist><listitem><para>=0A= #: en/content/administration/stats.xml:944=0A= msgid "<filename>bin/otrs.GenerateStats.pl</filename>"=0A= msgstr "<filename>bin/otrs.GenerateStats.pl</filename>"=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:952=0A= msgid "Caching"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:955=0A= msgid ""=0A= "Whether the results of a statistic are to be cached or not can be setup = in "=0A= "the configuration. Cached report results are stored as files in the "=0A= "<filename>var/tmp</filename>directory of the OTRS installation (in most = "=0A= "cases <filename>/opt/otrs/var/tmp</filename>)."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:959=0A= msgid "Cached stats can be recognized by the \"Stats\" prefix."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:963=0A= msgid ""=0A= "If the data is lost, no major damage is caused. The next time the = report is "=0A= "called up, the stats module will not find the file any more and so will = "=0A= "generate a new report. Of course this will probably take a little = longer to "=0A= "run."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:968=0A= msgid "otrs.GenerateStats.pl"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:971=0A= msgid ""=0A= "This file is saved in the <filename>bin</filename>directory. It = facilitates "=0A= "the generation of report in the command line."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:975=0A= msgid "As an example, see the command line call in the following script."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/stats.xml:980=0A= #, no-wrap=0A= msgid "bin> perl otrs.GenerateStats.pl -n 10004 -o /output/dir\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:985=0A= msgid "<emphasis>Script: Generating a report from the command = line.</emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:989=0A= msgid ""=0A= "A report from the stat configuration \"Stat# 10004\" is generated and = saved "=0A= "as csv in the <filename>/output/dir</filename> directory."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:993=0A= msgid ""=0A= "The generated report can also be sent as an e-mail. More information = can be "=0A= "called up with the command in the script below."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/stats.xml:998=0A= #, no-wrap=0A= msgid "bin> perl otrs.GenerateStats.pl --help\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1003=0A= msgid ""=0A= "<emphasis>Script: Getting information about the otrs.GenerateStats.pl = file.</"=0A= "emphasis>"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:1009=0A= msgid "Automated stat generation - Cronjob"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1012=0A= msgid ""=0A= "It usually does not make sense to generate reports manually via the = command "=0A= "line, as the stats module has a convenient graphical user interface. "=0A= "However, generating reports manually does make sense when combined with = a "=0A= "Cronjob."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1016=0A= msgid ""=0A= "Imagine the following scenario: On the first day of every month, the = heads "=0A= "of department want to receive a report for the past month. By combining = a "=0A= "cronjob and command line call the reports can be sent to them = automatically "=0A= "by e-mail."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:1022=0A= msgid "Static stats"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1025=0A= msgid ""=0A= "The stats module facilitates the generation of static statistics. For = every "=0A= "static stat a file exists in which its content is precisely defined."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1029=0A= msgid ""=0A= "This way, very complex stats can be generated. The disadvantage is that = they "=0A= "are not particularly flexible."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1033=0A= msgid ""=0A= "The files are saved in the directory = <filename>Kernel/System/Stats/Static/</"=0A= "filename>."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:1038=0A= msgid "Using old static stats"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1041=0A= msgid ""=0A= "Prior OTRS versions 1.3 and 2.0 already facilitated the generation of "=0A= "stats / reports. Various reports for OTRS versions 1.3 and 2.0 which = have "=0A= "been specially developed to meet customers' requirements can be used in = "=0A= "recent OTRS versions too."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1044=0A= msgid ""=0A= "The files must merely be moved from the = <filename>Kernel/System/Stats/</"=0A= "filename> path to <filename>Kernel/System/Stats/Static/</filename>. "=0A= "Additionally the package name of the respective script must be amended = by "=0A= "\"::Static\"."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1048=0A= msgid "The following example shows how the first path is amended."=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/stats.xml:1053=0A= #, no-wrap=0A= msgid " package Kernel::System::Stats::AccountedTime;\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para><programlisting>=0A= #: en/content/administration/stats.xml:1059=0A= #, no-wrap=0A= msgid " package Kernel::System::Stats::Static::AccountedTime;\n"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><title>=0A= #: en/content/administration/stats.xml:1065=0A= msgid "Default stats"=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1067=0A= msgid "\"It is not always necessary to reinvent the wheel...\""=0A= msgstr ""=0A= =0A= #. type: Content of: <section><section><section><para>=0A= #: en/content/administration/stats.xml:1071=0A= msgid ""=0A= "The stats module provides various default reports. Reports which are of = "=0A= "interest for all OTRS users will in future be added to the default = reports "=0A= "set of the stats module package. Default reports are saved in the stats = "=0A= "module xml format in the<filename>scripts/test/sample/</filename> = directory."=0A= msgstr ""=0A= =0A= #. type: Content of: <chapter><title>=0A= #: en/content/installation-and-basic-configuration.xml:6=0A= msgid "Installation"=0A= msgstr "Instala=C3=A7=C3=A3o"=0A= =0A= #. type: Content of: <chapter><abstract><para>=0A= #: en/content/installation-and-basic-configuration.xml:10=0A= msgid ""=0A= "This chapter describes the installation and basic configuration of the "=0A= "central OTRS framework. It covers information on installing OTRS from "=0A= "source, or with a binary package such as an RPM or a Windows = exectuable."=0A= msgstr ""=0A= "Este capitulo descreve a instala=C3=A7=C3=A3o e a = configura=C3=A7=C3=A3o b=C3=A1sica da estrutura "=0A= "central do OTRS. Ele cobre informa=C3=A7=C3=A3o de instala=C3=A7=C3=A3o = do OTRS a partir da "=0A= "fonte, ou com um pacote bin=C3=A1rio como um RPM ou um execut=C3=A1vel = Windows."=0A= =0A= #. type: Content of: <chapter><abstract><para>=0A= #: en/content/installation-and-basic-configuration.xml:14=0A= msgid ""=0A= "Topics covered here include configuration of the web and database = servers, "=0A= "the interface between OTRS and the database, the installation of = additional "=0A= "Perl modules, setting proper access rights for OTRS, setting up the = cron "=0A= "jobs for OTRS, and some basic settings in the OTRS configuration files."=0A= msgstr ""=0A= "Os t=C3=B3picos cobertos aqui incluem a configura=C3=A7=C3=A3o de = servidores de web e de "=0A= "banco de dados, a interface entre o OTRS e o banco de dados, a = instala=C3=A7=C3=A3o de "=0A= "m=C3=B3dulos Perl adicionais, definir direitos de acesso apropriados = para o OTRS, "=0A= "configura=C3=A7=C3=A3o das tarefas agendadas (cron jobs) para o OTRS, e = algumas "=0A= "configura=C3=A7=C3=B5es b=C3=A1sicas nos arquivos de = configura=C3=A7=C3=A3o do OTRS."=0A= =0A= #. type: Content of: <chapter><abstract><para>=0A= #: en/content/installation-and-basic-configuration.xml:18=0A= msgid ""=0A= "Follow the detailed steps in this chapter to install OTRS on your = server. "=0A= "You can then use its web interface to login and administer the system."=0A= msgstr ""=0A= "Siga os passos indicados neste cap=C3=ADtulo para instalar o OTRS em = seu "=0A= "servidor. Voc=C3=AA pode ent=C3=A3o usar sua interface web para acessar = e administrar "=0A= "o sistema."=0A= =0A= #. type: Content of: <appendix><title>=0A= #: en/content/fdl.xml:6=0A= msgid "GNU Free Documentation License"=0A= msgstr "GNU Free Documentation License"=0A= =0A= #. type: Content of: <appendix><para>=0A= #: en/content/fdl.xml:12=0A= msgid "Version 1.1, March 2000"=0A= msgstr "Version 1.1, March 2000"=0A= =0A= #. type: Content of: <appendix><blockquote><para>=0A= #: en/content/fdl.xml:15=0A= msgid ""=0A= "Copyright (C) 2000 Free Software Foundation, Inc. 59 Temple Place, = Suite "=0A= "330, Boston, MA 02111-1307 USA Everyone is permitted to copy and = distribute "=0A= "verbatim copies of this license document, but changing it is not = allowed."=0A= msgstr ""=0A= "Copyright (C) 2000 Free Software Foundation, Inc. 59 Temple Place, = Suite "=0A= "330, Boston, MA 02111-1307 USA Everyone is permitted to copy and = distribute "=0A= "verbatim copies of this license document, but changing it is not = allowed."=0A= =0A= #. type: Content of: <appendix><section><title>=0A= #: en/content/fdl.xml:22=0A= msgid "PREAMBLE"=0A= msgstr "PREAMBLE"=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:24=0A= msgid ""=0A= "The purpose of this License is to make a manual, textbook, or other = written "=0A= "document \"free\" in the sense of freedom: to assure everyone the = effective "=0A= "freedom to copy and redistribute it, with or without modifying it, = either "=0A= "commercially or non-commercially. Secondarily, this License preserves = for "=0A= "the author and publisher a way to get credit for their work, while not = being "=0A= "considered responsible for modifications made by others."=0A= msgstr ""=0A= "The purpose of this License is to make a manual, textbook, or other = written "=0A= "document \"free\" in the sense of freedom: to assure everyone the = effective "=0A= "freedom to copy and redistribute it, with or without modifying it, = either "=0A= "commercially or non-commercially. Secondarily, this License preserves = for "=0A= "the author and publisher a way to get credit for their work, while not = being "=0A= "considered responsible for modifications made by others."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:33=0A= msgid ""=0A= "This License is a kind of \"copyleft\", which means that derivative = works of "=0A= "the document must themselves be free in the same sense. It complements = the "=0A= "GNU General Public License, which is a copyleft license designed for = free "=0A= "software."=0A= msgstr ""=0A= "This License is a kind of \"copyleft\", which means that derivative = works of "=0A= "the document must themselves be free in the same sense. It complements = the "=0A= "GNU General Public License, which is a copyleft license designed for = free "=0A= "software."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:38=0A= msgid ""=0A= "We have designed this License in order to use it for manuals for free "=0A= "software, because free software needs free documentation: a free = program "=0A= "should come with manuals providing the same freedoms that the software "=0A= "does. But this License is not limited to software manuals; it can be = used "=0A= "for any textual work, regardless of subject matter or whether it is "=0A= "published as a printed book. We recommend this License principally for = "=0A= "works whose purpose is instruction or reference."=0A= msgstr ""=0A= "We have designed this License in order to use it for manuals for free "=0A= "software, because free software needs free documentation: a free = program "=0A= "should come with manuals providing the same freedoms that the software "=0A= "does. But this License is not limited to software manuals; it can be = used "=0A= "for any textual work, regardless of subject matter or whether it is "=0A= "published as a printed book. We recommend this License principally for = "=0A= "works whose purpose is instruction or reference."=0A= =0A= #. type: Content of: <appendix><section><title>=0A= #: en/content/fdl.xml:49=0A= msgid "APPLICABILITY AND DEFINITIONS"=0A= msgstr "APPLICABILITY AND DEFINITIONS"=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:51=0A= msgid ""=0A= "This License applies to any manual or other work that contains a notice = "=0A= "placed by the copyright holder saying it can be distributed under the = terms "=0A= "of this License. The \"Document\", below, refers to any such manual or = "=0A= "work. Any member of the public is a licensee, and is addressed as = \"you\"."=0A= msgstr ""=0A= "This License applies to any manual or other work that contains a notice = "=0A= "placed by the copyright holder saying it can be distributed under the = terms "=0A= "of this License. The \"Document\", below, refers to any such manual or = "=0A= "work. Any member of the public is a licensee, and is addressed as = \"you\"."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:57=0A= msgid ""=0A= "A \"Modified Version\" of the Document means any work containing the "=0A= "Document or a portion of it, either copied verbatim, or with = modifications "=0A= "and/or translated into another language."=0A= msgstr ""=0A= "A \"Modified Version\" of the Document means any work containing the "=0A= "Document or a portion of it, either copied verbatim, or with = modifications "=0A= "and/or translated into another language."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:62=0A= msgid ""=0A= "A \"Secondary Section\" is a named appendix or a front-matter section = of the "=0A= "Document, that deals exclusively with the relationship of the = publishers or "=0A= "authors of the Document to the Document's overall subject (or to = related "=0A= "matters), and contains nothing that could fall directly within that = overall "=0A= "subject. (For example, if the Document is in part a textbook of "=0A= "mathematics, a Secondary Section may not explain any mathematics.) The = "=0A= "relationship could be a matter of historical connection with the = subject or "=0A= "with related matters, or of legal, commercial, philosophical, ethical = or "=0A= "political position regarding them."=0A= msgstr ""=0A= "A \"Secondary Section\" is a named appendix or a front-matter section = of the "=0A= "Document, that deals exclusively with the relationship of the = publishers or "=0A= "authors of the Document to the Document's overall subject (or to = related "=0A= "matters), and contains nothing that could fall directly within that = overall "=0A= "subject. (For example, if the Document is in part a textbook of "=0A= "mathematics, a Secondary Section may not explain any mathematics.) The = "=0A= "relationship could be a matter of historical connection with the = subject or "=0A= "with related matters, or of legal, commercial, philosophical, ethical = or "=0A= "political position regarding them."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:74=0A= msgid ""=0A= "The \"Invariant Sections\" are certain Secondary Sections whose titles = are "=0A= "designated, as being those of Invariant Sections, in the notice that = says "=0A= "that the Document is released under this License."=0A= msgstr ""=0A= "The \"Invariant Sections\" are certain Secondary Sections whose titles = are "=0A= "designated, as being those of Invariant Sections, in the notice that = says "=0A= "that the Document is released under this License."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:79=0A= msgid ""=0A= "The \"Cover Texts\" are certain short passages of text that are listed, = as "=0A= "Front-Cover Texts or Back-Cover Texts, in the notice that says that the = "=0A= "Document is released under this License."=0A= msgstr ""=0A= "The \"Cover Texts\" are certain short passages of text that are listed, = as "=0A= "Front-Cover Texts or Back-Cover Texts, in the notice that says that the = "=0A= "Document is released under this License."=0A= =0A= #. type: Content of: <appendix><section><para>=0A= #: en/content/fdl.xml:84=0A= msgid ""=0A= "A \"Transparent\" copy of the Document means a machine-readable copy, "=0A= "represented in a format whose specification is available to the general = "=0A= "public, whose contents can be viewed and edited directly and "=0A= "straightforwardly with generic text editors or (for images composed of "=0A= "pixels) generic paint programs or (for drawings) some widely available "=0A= "drawing editor, and that is suitable for input to text formatters or = for "=0A= "automatic translation to a variety of formats, suitable for input to = text "=0A= "formatters. A copy made in an otherwise Transparent file format, whose = "=0A= "markup has been designed to thwart or discourage subsequent = modification by "=0A= "readers is not Transparent. A copy that is not \"Transparent\" is = called "=0A= "\"Opaque\"."=0A= msgstr ""=0A= "A \"Transparent\" copy of the Document means a machine-readable copy, "=0A= "represented in a format whose specification is available to the general = "=0A= "public, whose contents can be viewed and edited directly and "=0A=