Osticket: Agent / Staff Terminology

[dbinoj]

Is it possible to use the term "Staff" in newer osTicket installations? A configurable option might be nice, even though they are called as agents in the code. Can we override the single term in any language files? Tried searching for the reason for change from Staff to Agent in release history and issues, but I could not find them.

[dbinoj]

Found the Forums. I have a feeling that GitHub issues are being used only for bugs these days. Will close this issue and create a post in the Forums.

[ntozier]

We've actually moved away from calling them staff, to calling them Agents.
So I do not think that you are going to get much traction on changing it back.

[dbinoj]

I'm having trouble in registering and posting a question in the forum. My profile page gives a Page Not Found message and I'm not able to create posts. I've verified my email. Is there any other steps involved?

[ntozier]

Yes. Someone has to authorize your account. Which I have done.

[dbinoj]

@ntozier, Ah.. Okay. Thanks! :+1: BTW, I think I'll ask my question here just for this issue. Hope it will be fine.

But our employees are used to be called as Staffs (and they are, even officially) and the change from Staff to Agent is not warmly welcomed. It gives an inferior feel to them? :confused: If it feels weird, think of it as a cultural gap. :smile: We are a University and our staff are mostly seasoned staff and are kind of hard to persuade. What do you suggest we do? As of now, I have reverted back to a 1.8 version which we were running for a long time.

[rayfoss]

include/ajax.tickets.php:439:                            __('to an Agent') : __('to a Team')
include/ajax.tickets.php:633:                    $prompt  = __('Select an Agent');
include/ajax.tickets.php:639:                        $info['warn'] =  __('No agents available for assignment');
include/ajax.content.php:64:                    <tr><td>%{ticket.assigned}</td><td>'.__('Assigned Agent / Team').'</td></tr>
include/ajax.content.php:70:                    '.__('Agent\'s ticket view link').'</td></tr>
include/ajax.content.php:74:                    <tr><td>%{ticket.staff}</td><td>'.__('Assigned/closing agent').'</td></tr>
include/ajax.content.php:85:                    <tr><td>%{assignee}</td><td>'.__('Assigned Agent / Team').'</td></tr>
include/ajax.content.php:86:                    <tr><td>%{assigner}</td><td>'.__('Agent assigning the ticket').'</td></tr>
include/class.report.php:212:            $headers = array(__('Agent'));
include/class.auth.php:487:        $ost->logDebug(_S('Agent Login'),
include/class.auth.php:526:        $ost->logDebug(_S('Agent logout'),
include/class.auth.php:884:            $alert=_S('Excessive login attempts by an agent?')."\n"
include/class.auth.php:899:            $ost->logWarning(sprintf(_S('Failed agent login attempt (%s)'),$username),
include/class.dynamic_forms.php:756:            'd' => array('desc' => __('Required for Agents'),
include/staff/ticket-open.inc.php:256:                    <option value="0" selected="selected">&mdash; <?php echo __('Select an Agent OR a Team');?> &mdash;</option>
include/staff/ticket-open.inc.php:259:                        echo '<OPTGROUP label="'.sprintf(__('Agents (%d)'), count($users)).'">';
include/staff/settings-autoresp.inc.php:21:            <td width="160"><?php echo __('New Ticket by Agent'); ?>:</td>
include/staff/settings-users.inc.php:81:    'closed' => __('Private — Only agents can register users'),)
include/staff/tickets.inc.php:69:            'heading' => __('Agent'),
include/staff/departments.inc.php:74:            <th width="8%"><a  <?php echo $users_sort; ?>href="departments.php?<?php echo $qstr; ?>&sort=users"><?php echo __('Agents');?></a></th>
include/staff/dashboard.inc.php:69:<p><?php echo __('Statistics of tickets organized by department, help topic, and agent.');?></p>
include/staff/header.inc.php:70:            | <a href="<?php echo ROOT_PATH ?>scp/index.php" class="no-pjax"><?php echo __('Agent Panel'); ?></a>
include/staff/helptopic.inc.php:291:                                sprintf(__('Agents (%d)'), count($users)));
include/staff/templates/task-view.tmpl.php:35:                'label' => __('Assign to Agent'),
include/staff/templates/task-view.tmpl.php:259:                        class="icon-user"></i> <?php echo __('Agent'); ?></a>
include/staff/templates/org-profile.tmpl.php:54:                                echo sprintf(__('Agents (%d)'), count($users)); ?>">
include/staff/templates/dynamic-field-config.tmpl.php:33:            data-content="<?php echo __('Making fields <em>visible</em> allows agents and endusers to view and create information in this field.
include/staff/templates/dynamic-field-config.tmpl.php:48:        ?>> <?php echo __('For Agents'); ?><br/>
include/staff/templates/dynamic-field-config.tmpl.php:73:        ?>> <?php echo __('For Agents'); ?><br/>
include/staff/templates/dynamic-field-config.tmpl.php:80:            data-content="<?php echo __('Fields marked editable allow agents and endusers to update the content of this field after the form ent
include/staff/templates/dynamic-field-config.tmpl.php:95:        ?>> <?php echo __('For Agents'); ?><br/>
include/staff/templates/tasks-actions.tmpl.php:73:                'action' => __('Assign to Agent')
include/staff/templates/tasks-actions.tmpl.php:153:            class="icon-user"></i> <?php echo __('Agent'); ?></a>
include/staff/templates/tickets-actions.tmpl.php:26:        class="icon-user"></i> <?php echo __('Agent'); ?></a>
include/staff/settings-tasks.inc.php:170:                  <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-tasks.inc.php:199:                  <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-tasks.inc.php:235:                    <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-tasks.inc.php:268:                    <?php echo __('Assigned Agent / Team'); ?>
include/staff/department.inc.php:325:                <?php echo __('Agents who are primary members of this department'); ?>
include/staff/department.inc.php:342:                <?php echo __('Agents who have extended access to this department'); ?>
include/staff/department.inc.php:355:            <option value="0">&mdash; <?php echo __('Select Agent');?> &mdash;</option>
include/staff/pwreset.php:14:        <img src="logo.php?login" alt="osTicket :: <?php echo __('Agent Password Reset');?>" />
include/staff/ticket-view.inc.php:128:                    class="icon-user"></i> <?php echo __('Agent'); ?></a>
include/staff/team.inc.php:138:                <?php echo __('Agents who are members of this team'); ?>
include/staff/team.inc.php:147:            <option value="0">&mdash; <?php echo __('Select Agent');?> &mdash;</option>
include/staff/settings-agents.inc.php:5:<h2><?php echo __('Agents Settings'); ?></h2>
include/staff/settings-agents.inc.php:39:                        <td><?php echo __('Agent Identity Masking'); ?>:</td>
include/staff/settings-agents.inc.php:111:                        <td><?php echo __('Agent Excessive Logins'); ?>:</td>
include/staff/settings-agents.inc.php:132:                        <td><?php echo __('Agent Session Timeout'); ?>:</td>
include/staff/settings-agents.inc.php:139:                        <td><?php echo __('Bind Agent Session to IP'); ?>:</td>
include/staff/settings-agents.inc.php:198:                    <?php $manage_content(__('Agent Welcome Email'), 'registration-staff'); ?>
include/staff/staff.inc.php:24:    $title=__('Add New Agent');
include/staff/staff.inc.php:30:    $title=__('Manage Agent');
include/staff/login.header.php:9:    <title>osTicket :: <?php echo __('Agent Login'); ?></title>
include/staff/staffmembers.inc.php:109:                <h2><?php echo __('Agents');?></h2>
include/staff/staffmembers.inc.php:220:                echo __('No agents found!');
include/staff/directory.inc.php:100:        <h2><?php echo __('Agents');?>
include/staff/directory.inc.php:109:        $showing=__('No agents found!');
include/staff/directory.inc.php:144:                echo __('No agents found!');
include/staff/pwreset.sent.php:14:        <img src="logo.php?login" alt="osTicket :: <?php echo __('Agent Password Reset');?>" />
include/staff/pwreset.login.php:14:        <img src="logo.php?login" alt="osTicket :: <?php echo __('Agent Password Reset');?>" />
include/staff/tasks.inc.php:54:            'heading' => __('Agent'),
include/staff/settings-alerts.inc.php:63:              <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-alerts.inc.php:101:                <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-alerts.inc.php:126:              $config['assigned_alert_staff']?'checked':''; ?>> <?php echo __('Assigned Agent'); ?>
include/staff/settings-alerts.inc.php:156:                <?php echo __('Assigned Agent / Team'); ?>
include/staff/settings-alerts.inc.php:186:                echo $config['overdue_alert_assigned']?'checked':''; ?>> <?php echo __('Assigned Agent / Team'); ?>
include/class.organization.php:379:                $errors['manager'] = __('Select an agent or team from the list');
include/class.task.php:448:                $prompt = __('Select an Agent');
include/class.task.php:631:            $errors['err'] = __('Agent is unavailable for assignment');
include/class.task.php:679:                        __('the agent')
include/class.task.php:682:                $errors['assignee'] = __('Agent is unavailable for assignment');
include/class.task.php:1038:            'assigned' => __('Assigned Agent / Team'),
include/class.task.php:1057:                'class' => 'Staff', 'desc' => __('Assigned/closing agent'),
include/class.variable.php:267:            'assignee' => array('class' => 'Staff', 'desc' => __('Assigned Agent / Team')),
include/class.variable.php:268:            'assigner' => array('class' => 'Staff', 'desc' => __('Agent performing the assignment')),
include/class.forms.php:2282:                    __('Agents') => new ArrayObject(),
include/class.forms.php:4103:                $f->addError(__('Agent is unavailable for assignment'));
include/class.thread.php:1100:            'class' => 'Staff', 'desc' => __('Agent posting the note or response'),
include/ajax.tasks.php:239:                $prompt  = __('Select an Agent');
include/ajax.tasks.php:245:                    $info['warn'] =  __('No agents available for assignment');
include/class.dept.php:678:              $errors['members'][$staff_id] = __('No such agent');
include/class.nav.php:119:                'desc'=>__('Dashboard'),'href'=>'dashboard.php','title'=>__('Agent Dashboard'), "class"=>"no-pjax"
include/class.nav.php:168:                    $subnav[]=array('desc'=>__('Agent Directory'),'href'=>'directory.php','iconclass'=>'teams');
include/class.nav.php:226:            $tabs['staff']=array('desc'=>__('Agents'),'href'=>'staff.php','title'=>__('Manage Agents'));
include/class.nav.php:250:                    $subnav[]=array('desc'=>__('Agents'),'href'=>'settings.php?t=agents','iconclass'=>'teams');
include/class.nav.php:274:                    $subnav[]=array('desc'=>__('Agents'),'href'=>'staff.php','iconclass'=>'users');
include/class.email.php:260:            $errors['email']=__('Email in use by an agent');
include/class.staff.php:111:          'class' => 'PersonsName', 'desc' => __('Agent name'),
include/class.staff.php:631:            $errors['email']=__('Email already in use by another agent');
include/class.staff.php:872:            $ost->logWarning(_S('Agent Password Reset'), sprintf(
include/class.staff.php:992:            $errors['email']=__('Email already in use by another agent');
include/class.staff.php:1072:            $errors['err']=sprintf(__('Unable to update %s.'), __('this agent'))
include/class.staff.php:1075:            $errors['err']=sprintf(__('Unable to create %s.'), __('this agent'))
include/class.staff.php:1101:                $errors['dept_access'][$dept_id] = __('Agent already has access to this department');
include/class.staff.php:1193:                    'desc' => __('Send the agent a password reset email'),
include/class.staff.php:1299:                    array(0 => '— '.__('Clone an existing agent').' —')
include/class.staff.php:1364:        return __('Change the primary department and primary role of the selected agents');
include/class.staff.php:1427:                    'desc' => __('Agent has access to the admin panel'),
include/class.export.php:99:                'staff::getName' => __('Agent Assigned'),
include/class.export.php:153:                'staff::getName' => __('Agent Assigned'),
include/class.ticket.php:897:                $prompt = __('Select an Agent');
include/class.ticket.php:1895:            'assigned' => __('Assigned Agent / Team'),
include/class.ticket.php:1925:                'class' => 'Staff', 'desc' => __('Assigned/closing agent'),
include/class.ticket.php:2126:            $errors['err'] = __('Agent is unavailable for assignment');
include/class.ticket.php:2188:                        __('the agent')
include/class.ticket.php:2191:                $errors['assignee'] = __('Agent is unavailable for assignment');
include/class.team.php:203:              $errors['members'][$staff_id] = __('No such agent');
scp/staff.php:23:    $errors['err']=sprintf(__('%s: Unknown or invalid ID.'), __('agent'));
scp/staff.php:29:                $errors['err']=sprintf(__('%s: Unknown or invalid'), __('agent'));
scp/staff.php:32:                    __('this agent'));
scp/staff.php:35:                    sprintf(__('Unable to update %s.'), __('this agent')),
scp/staff.php:53:                    sprintf(__('Unable to add %s.'), __('this agent')),
scp/staff.php:60:                    __('one agent'));
scp/settings.php:27:        array(__('Agent Settings and Options'), 'settings.agents'),
scp/profile.php:27:        $errors['err']=sprintf(__('%s: Unknown or invalid'), __('agent'));
scp/departments.php:99:                            $errors['err']=__('Departments with agents can not be deleted. Move the agents first.');

You're welcome.

[dbinoj]

Thanks! Though to help in future updates, I'm thinking of making a config option which we could switch between the two terms. Shall I try to make it into an option in Admin Panel and submit my changes? If so, what will be the best way to implement this? Or am I better off replacing the string whenever we update? I'm replacing the stings for now. Thanks for the help though :+1: :smile:

[ntozier]

I'd recommend that as a plugin.

[dbinoj]

Thanks for the feedback!