Config for Humans: Managing the Ticket Action Menu

What This Controls

When an agent opens a ticket, a toolbar of action links appears at the top of the view: Back, Lock, History, Note, E-Mail Outbound, Close, and so on. Every one of those links is a MenuModule entry. You control them through settings that follow this naming pattern:

Ticket::Frontend::MenuModule###427-Email Outbound

The number before the hyphen (427) is the sort priority — lower numbers appear further left. The text after the hyphen is the entry's internal label.

All of these settings live in Admin → System Configuration under the navigation path Frontend::Agent::View::TicketZoom::MenuModule, or you can search by key name directly.

What's Inside Each Entry

Every MenuModule entry is a small set of fields:

• Name - The label the agent sees on the button
• Description - The tooltip shown on hover
• Action -The backend action it opens (e.g. AgentTicketEmailOutbound)
• Link - The full URL including the TicketID parameter
• Prio - Sort order within the toolbar (lower = further left)
• ClusterName - Groups this item into a named dropdown cluster
• ClusterPriority - Sort order of the cluster itself in the toolbar
• Group - Restricts visibility to specific groups and permission levels

Renaming a Menu Item

Find the entry for the item you want to rename and change the **Name** field. The backend action it points to is unchanged — only the label the agent reads is different.

Example: Change E-Mail Outbound to Send Customer Email by finding Ticket::Frontend::MenuModule###427-Email Outbound and updating the **Name** field.

Reordering Items

The number at the start of the key name (e.g. 427) sets the sort order. Lower numbers appear further left. You cannot rename a key in System Configuration, but you can change the Prio field inside the entry — the Prio field is what the system actually uses at render time. If missing, it defaults to the number in System Configuration.

Example: To move E-Mail Outbound before Note, find both entries and set E-Mail Outbound's **Prio** to a value lower than Note's.

Clustering Items Into a Dropdown

Items with the same ClusterName are grouped together under a single dropdown button in the toolbar rather than each appearing as a separate link. The ClusterPriority controls where that dropdown sits in the toolbar relative to other clusters and standalone items.

Example: Note, Phone Call Outbound, and E-Mail Outbound all carry ClusterName = Communication and ClusterPriority = 435. They appear together under a single "Communication" dropdown. Setting a different ClusterName on any one of them pulls it out of that group into its own dropdown — or into another cluster if the name matches an existing one.

To add a new cluster, just set the same **ClusterName** on the items you want grouped. The cluster label in the UI is taken from that name.

Restricting an Item to Specific Groups

Each MenuModule entry supports an optional **Group** key. The value combines a permission type and a group name:

rw:support

Multiple restrictions can be combined with semicolons:

rw:support;move_into:escalation

An agent must satisfy at least one of the listed conditions for the item to appear. Agents who don't qualify simply don't see the button — no error, no message.

None of the default entries ship with a Group key pre-populated, so adding one means editing the entry rather than changing an existing field. Whether System Configuration's UI exposes an "Add Item" control for these Hash-type settings depends on your version — if not, the key must be added via a custom config file.

Example: To restrict E-Mail Outbound to the support group only, add Group with value rw:support to Ticket::Frontend::MenuModule###427-Email Outbound.

Disabling an Item Completely

Each setting in System Configuration has an enable/disable toggle in the setting's edit menu. Disabling a MenuModule entry removes that button from the toolbar for every agent, regardless of group. The underlying action still exists in the system — agents with the direct URL could still reach it — but it will not appear in the ticket view.

Example: To remove the E-Mail Outbound button entirely to support using only the Reply function, find Ticket::Frontend::MenuModule###427-Email Outbound in System Configuration and disable the setting. Re-enable it if needed.

Note: a small number of entries ship disabled by default (Delete and Junk, for example). Enabling them is the same toggle in reverse.

Important: Disabling is a system wide change.

Tip: You can also disable an action via an Action Control List (ACL), if the setting should not be system-wide.

Quick Reference