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Options

[Note]Note

Some of the features described may only apply to the for-a-fee Akeeba Ticket System Professional edition.

The Options page is accessible through the back-end Components, Akeeba Ticket System menu item and then clicking on the Options button in the component's toolbar. These options define how Akeeba Ticket System behaves. This page has several sections

Permissions

Akeeba Ticket System's Options - Permissions

In this section you can determine the default permissions of each Joomla! User Group for all Akeeba Ticket System categories. If you prefer to define these settings per category remember to NEVER use a Deny rule here. A Deny rule here will override Allow in children user groups and categories. If you want to deny access just leave the default value, Inherited. Inherited (denoted by a faded "no entry" symbol next to it) is also known as a "soft deny" and will deny access unless you provide an explicit Allow in a child User Group or a category.

On top of the regular Joomla! permissions meanings, the permissions also have a special meaning to Akeeba Ticket System:

Configure

The user is part of your Support Staff and can reply to all tickets.

Access Administration Interface

The user is part of your Support Staff and can reply to all tickets.

Create

The user can create new public tickets

Delete

The user can delete tickets, posts and attachments

Edit

The user can edit the existing tickets and posts submitted by other users

Edit Own

The user can edit the posts he submitted himself (the limits set in the Frontend options do not apply to these users)

Edit State

The user can publish/unpublish any ticket, post or attachment, no matter who submitted it

Create Private

The user is allowed to create private tickets

Create Attachment

The user is allowed to upload attachments

Support Staff

This privilege is only available when you're configuring the permissions of categories. It gives the same privileges as "Access Administration Interface" but it is only applied to a specific category. If you want to have support staff which has administrative privileges across all categories please give the user group the "Access Administration Interface" privilege.

Updates

Akeeba Ticket System's Options - Updates

These options modify the way the integrated Live Update works

Download ID

This is your AkeebaBackup.com Download ID. This can be found on our site, in the My Subscriptions page. You need to enter it to receive updates. Without it you will see that new versions are available but you will not be able to download them.

Minimum stability

The minimum stability level of new update you will be notified for. We recommend only using Stable on production sites. If you want to help us test new versions of the software please use a lower stability level, e.g. Alpha or Beta, knowing that these are unstable versions which might break in unpredictable ways (usually they don't, but then again they are not stable and well tested)

Common

Akeeba Ticket System's Options - Common

These are options which determine how various aspects of ATS will work.

Editor

Select the kind of editor you want to use for the post area. There are two options:

  • BBcode (form code). This is a lightweight plain text editor which allows optional formatting using BBcode, the same thing you use in various Internet forums. For example, [b]hello[/b] will print hello in bold letters.

  • WYSIWYG (Joomla!'s visual editor). This is the most advanced option. ATS will use the WYSIWYG (Joomla! visual editor) specified in the user's profile. That's the same editor you're using to edit Joomla! articles in the back-end. Such editors are TinyMCE (included with Joomla!), JCE, JoomlaCK and so on. This makes editing tickets much easier but it doesn't work very well on most tablets and many mobile devices. Which is why we have the next option below.

Forced BBcode editor UAs

As we said, the visual editor is very convenient but barely usable on most tablets and mobile devices. If you want to experience what frustration really means try posting a ticket reply using TinyMCE on an iPad or Nexus tablet. So, we came up with a workaround. Even if you have selected the WYSIWYG editor option above you can force certain devices to always use the lightweight BBcode editor. The filtering is done based on the User Agent string sent to your server by these devices' browser. Use a list of User Agent string parts separated by commas. The default string is:

; Android,iPad;,iPhone;,; Windows Phone OS,Windows Phone,; Windows CE,BlackBerry;,; Blazer,; BOLT/,/SymbianOS,(Symbian),Fennec/,GoBrowser/,Iris/,Maemo Browser,MIB/,Minimo/,NetFront/,Opera Mobi/,Opera Mini/,SEMC-Browser/,Skyfire/,TeaShark/,Teleca Q,uZardWeb/

As you can see it includes the User Agent signature of virtually every mobile device to hit the market at the time of this writing. We strongly suggest to leave it as it is unless you really want to frustrate your users.

Filtering method

When you are using the WYSIWYG editor your users get to submit arbitrary HTML. If left unfiltered there's a very high chance that someone will exploit this to launch an XSS (Cross Site Scripting) attack in order to hack you. ATS deals with it by filtering the incoming HTML. There are three filtering options:

HTML Purifier (best protection)

This uses the third party HTML Purifier library. It's slower but provides the very best protection you can get.

Joomla!

This uses Joomla!'s own HTML sanitiser. It's good, it's fast, it's not meant for this kind of user data and may fail miserably. We don't really recommend this option.

I want my site to be hacked (no protection)

This option is reserved for people who want their site to get hacked and developers who believe they've found a better filtering method than HTML Purifier and don't mind being hacked to disprove their point. No joking here. This option turns off all filtering. It's like jumping off a plane without a parachute. DON'T DO IT! It's not a question of whether you're going to get hacked. It's a simple question of when you'll get hacked.

Alternate HTML Purifier inclusion

Enable if you are using a PHP code cache or you are not sure what a PHP code cache is. As a rule of thumb: always set to Yes unless you know very well what you are doing. White pages lurk ahead if you set it to No when you shouldn't.

HTML Purifier allowed tags

For advanced users only. You get to specify which tags and attributes will be kept by the HTML Purifier filter. The default value is:

p,b,a[href],i,u,strong,em,small,big,span[style],font[size],font[color],ul,ol,li,br,img[src],img[width],img[height],code,pre,blockquote

Do not change unless you know what you are doing. If you remove everything from the list the default value will be used (otherwise all posts would end up blank).

URL transliteration

A comma separated list of transliteration pairs, used to convert ticket titles to URLs. This is only used when Unicode Aliases is set to Off in your site's Global Configuration page. The transliteration pairs are given in the form: international character, followed by a pipe symbol, followed by the ASCII transliteration (unaccented Latin character(s) a-z). For example: π|p is used to convert Greek letter pi to "p" and ß|ss is used to convert the German eszett (sharp S) to its double s transliteration. The default value covers adequately most of European languages, including those based on Greek and Cyrillic character sets.

Enable ticket priorities

When enabled it allows the front-end users (your clients) to define the priority of the ticket, i.e. Low, Medium, High

Do not email non-assigned managers

When this option is enabled and a ticket is assigned to some member of the support staff the other members of the support staff are not being sent an email notification for the replies to the ticket.

Custom ticket statuses

You can create up to nine extra ticket statuses on top of the default three (Open, Pending and Closed). In this text area you have to enter one custom status per line in the format number, followed by equals sign, followed by the custom status description. For example 1=In Progress creates a new custom status with the title "In Progress". Custom statuses are shown in their numeric order. If you put a numeric key without a title or a title without a numeric key it will be ignored.

Frontend

Akeeba Ticket System's Options - Frontend

These options define how the front-end of ATS will behave.

Post edit timeout

All users are allowed to edit their posts. We have observed that very few users abuse this feature and edit the same post dozens of times instead of posting a reply. This, of course, screws up the entire concept of a ticket system. After all the post editing feature is supposed to be used for small corrections (like a mistyped word, a badly phrased part of the request and so on), not posting replies. In order to prevent users from abusing post editing you can use the Post edit timeout. This determines the maximum amount of time (in minutes) after a post's submission that the user is allowed to edit his/her post. The default value of 15 minutes seems to be the "sweet spot" between usability and preventing abuse.

Enter 0 to allow only people with the Edit Own privilege to edit their posts. These users are not affected by this limit.

No new tickets

When this option is enabled no user is allowed to create a new ticket. Users are still allowed to reply to existing tickets unless No New Replies is also enabled.

No new replies

When this option is enabled no user is allowed to reply to his existing tickets. Users are still allowed to file new tickets unless No New Tickets is also enabled.

Show credits information

When enabled Credits information will be shown in the front-end. Credits are the ATS "currency". Depending on your settings users will be charged credits to create or reply to their tickets.

Time spent field mandatory

When enabled the Time Spent field will be mandatory. This means that support staff won't be able to submit a ticket reply unless they fill in a non-zero time spent answering the ticket.

Enable user feedback

When enabled the users will be able to rate the quality of the support they received on the ticket from 1-5 when they choose to close the ticket. The aggregate results will be shown in the leaderboard in the back-end Control Panel page of the component.

Enable AJAX replies

When enabled, replies to component in the front-end will be submitted using AJAX which means that the page won't have to reload (much less bandwidth consumption and much faster system response time). If your user's browser doesn't support this feature ATS will automatically show the regular submission form. If you have trouble submitting tickets that way please set this option to No and ATS will use the regular submission form which reloads the page upon the submission of a reply.

Instant replies day limit

The InstantReply feature will display related results from old public tickets when a user is trying to submit a new ticket. The tickets which will be showed are all public tickets which either have a status of Closed irrespective of how old they are OR have any other status but are older than X days. This option defines the X in the previous statement.

Show site template in InstantReply results

This options defines how the InstantReply reults are displayed to the user in the pop-up modal dialog when they click on the View button on each InstantReply result. When this option is set to Yes the site's template, including menus and modules, is displayed inside the modal box. When this is set to No the site's template is not displayed.

[Note]Note

The template display is turned off by passing the tmpl=component parameter to the URL. Your template needs to support this. Most templates do, but they might be using a different CSs stylesheet. As a result the display of the results when this option is turned off might not be the same as when viewing the relevant ATS ticket / DocImport article on your site.

Credits

Akeeba Ticket System's Options - Credits

Credits are the ATS "currency". Depending on your settings users will be charged credits to create or reply to their tickets. These options determine how credits management will work in special cases.

Refund on unpublish ticket

If enabled, the credits charged for a ticket will be refunded if a member of the support staff unpublishes (disables) the ticket. Otherwise you will have to manually refund the user's credits (if you want).

Refund on delete ticket

If enabled, the credits charged for a ticket will be refunded if a member of the support staff deletes the ticket. Otherwise you will have to manually refund the user's credits (if you want).

Refund on unpublish post

If enabled, the credits charged for a post will be refunded if a member of the support staff unpublishes (disables) the post. Otherwise you will have to manually refund the user's credits (if you want).

Refund on delete post

If enabled, the credits charged for a post will be refunded if a member of the support staff deletes the post. Otherwise you will have to manually refund the user's credits (if you want).

CLI Automation

Akeeba Ticket System's Options - CLI Automation

These options modify the way the CRON job scripts work.

Maximum attachment age (days)

Attachments older than this many days will be deleted by the ats-remove-attachments.php CRON script

Maximum inactive ticket age

Open / Pending tickets older than this many days (but newer than the "Silent close period") will be set to Closed status by the ats-autoclose-tickets.php CRON script, posting a notification that the ticket is closed because it's inactive.

Silent close period

Open / Pending tickets older than this many days will be set to Closed status by the ats-autoclose-tickets.php CRON script, without posting a notification.

Bot usernames

When you are using the auto-reply feature in Akeeba Ticket System you need one or more users to appear as the senders of the reply text. This is where you specify their usernames, one per line.

[Important]Important

The users must already exist in your Joomla! site. If you have not created them already, go to Users, User Manager in the back-end of your site and create one or more users. Then put their usernames in the Bot usernames setting inside the Options page of Akeeba Ticket System.

Reply by email

Akeeba Ticket System's Options - Reply By Email

These are the parameters which allow users to reply or create new tickets by sending emails to your site. Please remember to enable the respective plugin or the CRON job script.

Reply by email

When enabled allows users to reply to their tickets by email.

Only for managers

When enabled the Reply by email feature is only available for managers

Create ticket by email

When enabled allows users to create new tickets by emails. Obviously, the user needs to send the email from the email address he used to register on your site.

[Warning]Warning

This is dangerous! A user with an auto-reply may cause an endless amount of tickets being created all the time. We strongly recommend NOT using this option.

Default category

The category where the new tickets created by the "Create ticket by email" feature will be placed.

I am using GMail

If you are using GMail set this to Yes. The rest of the options (except Username and Password) are ignored.

[Warning]Warning

THE FIRST TIME YOU TRY TO CONNECT AKEEBA TICKET SYSTEM WITH YOUR GMAIL ACCOUNT YOU WILL HAVE TO PERFORM A LOT OF MANUAL STEPS. THIS IS A GMAIL RESTRICTION, NOT A PROBLEM WITH OUR SOFTWARE.

GMail will automatically and by default block IMAP access to your GMail and Google Apps email from any remote server unless you MANUALLY tell it to allow it by following a complicated and ill-documented procedure. GMail will also block ATS again every time your server's IP address changes, or your password changes or whenever they feel like it. This is in complete violation of how the IMAP standard works but Google can get away with it because it's the 800 pound gorilla of the Internet.

In order to connect to GMail you will have to:

  • Enable IMAP in Gmail Settings. Do that from the Settings link in your GMail account.

  • Create an application password. This is only required if you have enabled two step verification in your GMail account. In this case you CAN NOT use your regular password. Instead you have to go to your account, click on your avatar in the top right corner and then click on Account. Under Signing In you will see the "2-step Verification" row. If it reads something like "On since" plus a date, click on it. GMail will ask you to log in again. That's normal. Do it. Click on the "App-specific passwords" at the top of the page. Click on "Manage application-specific passwords". In the "Select app" drop-down at the bottom of the page choose "Other" and type in "Akeeba Ticket System" in the text box which magically appears. Then click on the Generate button. Please write down this password. It will not be shown to you ever again. Use this in the Password field of Akeeba Ticket System's Options page.

  • Authenticate Your Server with Google. After the first time ATS will try to fetch email from your account you will receive an email from Google regarding a "Suspicious Sign In". Click on the link to troubleshoot client login. If you have mulitple GMail / Google Apps accounts log out from all of them and log in with the one you're using with ATS. Once you've signed in with this account click on the Unlock Captcha link. Click the Continue button. The next ATS email fetch should work.

We'd like to clarify in the most unambiguous tone that this complicated procedure is NOT our fault, NOT our doing and NOT something we can "fix". This procedure is enforced by Google itself. We understand your frustration with this, but it's honestly not our fault. Unlike Google, we don't like torturing our clients!

Mail server type

Your incoming mail server type (IMAP or POP3)

Mail server host

The hostname or IP address of your mail server

Port

The port of your mail server

Use SSL

If your server uses SSL set this to Yes

Use TLS

If your server uses TLS set both this and Use SSL to Yes

Validate certificates

If you have enabled Use SSL and Use TLS select this option to have ATS verify the SSL certificates presented by your mail server. If the certificates are self-signed this WILL fail. We recommend using this option only when your mail server is using a commercial SSL certificate.

Username

The username you use to connect to your incoming mail server. Usually this is either your email address or the part of your email address before the @ sign.

[Warning]Warning

If you are using GMail or Google Apps email this is your entire email address, e.g. someone@gmail.com.

Password

The password you use to connect to your incoming mail server.

[Warning]Warning

If you are using GMail or Google Apps email please make sure that you have read and understood the information in the red box under "I am using GMail".

Mail folder

If you have an IMAP mail server select the folder where the messages are stored. This is usually INBOX (all capital letters)

Delete after post creations

Should the retrieved email messages be deleted from the server after the post/ticket has been created?

Maximum check frequency (minutes)

The minimum time between email checks.

[Warning]Warning

Setting a value too low will result in double posts. We recommend setting this to at least 5 minutes.