workflow…
|
| Parameter |
Values |
Default value |
| workflow.autoProcessing.newProcesses |
true | false |
false |
| If set true, each new operation is treated as a “normal” operation after the first recategorization, i.e. it can be automatically forwarded externally, deleted automatically or automatically recategorized. |
| workflow.autoProcessing.recreatedProcesses |
true | false |
false |
| If set true, each reactivated operation is treated as a “normal” operation after the first recategorization, i.e. it can be automatically forwarded externally, deleted automatically or automatically recategorized. Reactivated deleted operations are not affected by this feature. |
| workflow.duplicateOnReactivate |
true | false |
true |
| Control whether a mail should be reactivated or duplicated during reactivation. Attention: if the version was reached via an update, the default is “false” if the parameter is not set (instead of true). |
| workflow.plugins |
Configures which properties are transferred from tickets to claim |
|
| List the installed plugins, separated by commas, which will be activated on the system only after naming them here. The plugins require further activities (e.g. storage of the plugin files), please refer to the manual of the respective plugin. |
| workflow.recategorize.exclude.chat.category |
true | false |
true |
| Allow mails to be recategorized into chat categories. By default, categories can only be used for channel chat OR mail exclusively. Please note: If this parameter is activated, there may be confusion in the report/ monitoring, since some reports only evaluate individual channels. |
| workflow.rerouteAfterRecategorization |
true | false |
false |
| Cause tickets to be recalled and rerouted after recategorization by an agent. |
| workflow.restoreResubmitStateAfterRecall |
true | false |
true |
| If the agent receives the mail via automatic distribution and logs off again before the due date expires, the ticket is reset to the same status as before delivery and is thus exclusively assigned to the agent again in the period up to the due date as soon as the agent logs on again. This behavior applies to all internal forwards with due date, i.e. not only those via X-Header/plugin. This behavior also applies if the agent has recategorized the mail or saved it as a template while it was being processed. This behavior does not apply if the agent has received the internally forwarded mail in push or pull mode. |
| workflow.restoreResubmitStateAfterShutdown |
true | false | number of minutes |
false |
| Set tickets that were being processed by an agent at the time of an unclean shutdown to resubmission for this agent (internal forwarding with due date). The ticket will be reserved for the agent until the due date and will be preferentially delivered to the agent as soon as he registers. After the due date, the ticket will be distributed normally. The default due date is +15 minutes after the restart of the routing process. The due date can be configured differently from the standard by specifying a second value instead of true for the Routing.conf parameter. E.g. 300 for 15 minutes: workflow.restoreResubmitStateAfterShutdown = 300. |
| workflow.updateLocationOnCloseByAgentsOnly |
true | false |
false |
| Deactivate the setting of the location when a ticket is closed by supervisors, plugins, bots, etc. |
