Fixed bug#9431
Merge branch 'master' of https://github.com/OTRS/otrs into bug9431-nilei-master
Merge branch 'bug9431-nilei-master' of https://github.com/nilei/otrs
Added changes entry.
Fixed text to avoid confusing and added some whitespace; added translations.
Merge branch 'master' of https://github.com/OTRS/otrs into GenericAgentWording