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Excerpt
hiddentrue

All the Serviceaide Intelligent Service Management Configuration Parameters that control the ticket-related functions. 

The Service Desk parameters that are described in this article control the features relating to Service Desk Management. The following configuration parameters are applicable to all tickets, and control the ticket-related functions. These parameters are classified under Parameter Category Service Desk in the Configuration Parameters form.

Table of Contents
maxLevel3
minLevel3

AUTOROUTE_ACTION_BY_LOGGED_IN_USER

...

Excerpt
hiddentrue

All the Serviceaide Intelligent Service Management Configuration Parameters that control the ticket-related functions. 

The Service Desk parameters that are described in this article control the features relating to Service Desk Management. The following configuration parameters are applicable to all tickets, and control the ticket-related functions. These parameters are classified under Parameter Category Service Desk in the Configuration Parameters form.

Table of Contents
maxLevel3
minLevel3

AUTOROUTE_ACTION_BY_LOGGED_IN_USER

This parameter improves reporting to show the user who actual performed the work versus the system Routing Engine.

TitleDescription
Parameter NameAUTOROUTE_ACTION_BY_LOGGED_IN_USER
Parameter DescriptionOn auto-close of a ticket via process flow, the name of the user who created the ticket appears in the Modified By column in Full Activity History instead of Routing Engine. This improves reporting to show the user who actual performed the work versus the system Routing Engine.
Default Value No 
Valid Value Yes 
Impact Area Activity History in Ticket Details
Appears on Interface Full Activity History

MAX_ATTACHMENT_SIZE

This parameter controls the file size for attachments that are used across the application.

Title

Description

Parameter Name

AUTOROUTE

MAX_

ACTION_BY_LOGGED_IN_USER

ATTACHMENT_SIZE

Parameter Description

On auto-close of a ticket via process flow, the name of the user who created the ticket appears in the Modified By column in Full Activity History instead of Routing Engine. This improves reporting to show the user who actual performed the work versus the system Routing Engine.Default Value No Valid Value Yes Impact Area Activity History in Ticket DetailsAppears on Interface Full Activity History

MAX_ATTACHMENT_SIZE

...

This parameter lets you set the maximum file size (in MB) allowed for attachments. You can use this parameter when the attachment functionality is available for the application.

Default value

3

Valid value

Positive Integer

Impact Area

Under the Attachment tab of various forms like organization, tickets, knowledge article, and CI.

Appears on Interface

All Users

REQUIRE_TIME_TRACKING_ON_ALL_TICKETS

This parameter manages time tracking functionality to enable time that is spent on individual worklogs and the collective time that is spent on tickets.

All Users

Title

Description

Parameter Name

MAX_ATTACHMENT_SIZEREQUIRE_TIME_TRACKING_ON_ALL_TICKETS

Parameter Description

This parameter lets you set the maximum file size (in MB) allowed for attachments. You can use this parameter when the attachment functionality is available for the application

When the parameter value is set to Yes, the Time Spent & Total Time Spent (HH:MM) field displays in the General Information tab with worklog related fields.

Time tracking fields display when adding a worklog to a ticket. Select No to hide the Time Spent & Total Time Spent (HH:MM) fields.

Default value

3Yes

Valid valuePositive

IntegerYes / No

Impact AreaUnder the Attachment tab of various forms like organization, tickets, knowledge article, and CI

All Tickets - Time Spent field that is associated with each worklog entry.

Appears on Interface

Analysts

...

COMMUNICATION_

...

TEMPLATES_

...

OMITTED_

...

DURING_

...

EMAIL_

...

DIVERSION

This parameter manages time tracking functionality to enable time that is spent on individual worklogs and the collective time that is spent on ticketscontrols the notifications that are diverted when contacts set an Out of Office flag to divert notifications to a deputy.

Title

Description

Parameter Name

REQUIRECOMMUNICATION_TIMETEMPLATES_TRACKINGOMITTED_ONDURING_ALLEMAIL_TICKETSDIVERSION

Parameter Description

When the parameter value is set to Yes, the Time Spent & Total Time Spent (HH:MM) field displays in the General Information tab with worklog related fields.

Time tracking fields display when adding a worklog to a ticket. Select No to hide the Time Spent & Total Time Spent (HH:MM) fields.

Default value

Yes

Valid value

Yes / No

Impact Area

All Tickets - Time Spent field that is associated with each worklog entry.

Appears on Interface

Analysts

COMMUNICATION_TEMPLATES_OMITTED_DURING_EMAIL_DIVERSION

...

This parameter lists the ID numbers of Communication Templates. With these templates, notification emails do not redirect to the deputy when the contact sets the Out of Office flag.

The Notifications for these templates are delivered to contact going out of Office. The Contact can view the notifications in their Email.

Default value

-1,-12,-17,-18, and -21

Valid value

Communication Template ID

Impact Area

Email Notifications

Appears on Interface

Not Visible on GUI

REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS

This parameter controls Case ID generation for tickets. Depending on the parameter value, a unique Case ID is generated for all tickets. Cases with a related Case ID can be tracked.

Title

Description

Parameter Name

COMMUNICATION_TEMPLATES_OMITTED_DURING_EMAIL_DIVERSION

Parameter Description

This parameter lists the ID numbers of Communication Templates. With these templates, notification emails do not redirect to the deputy when the contact sets the Out of Office flag.

The Notifications for these templates are delivered to contact going out of Office. The Contact can view the notifications in their Email.

Default value

-1,-12,-17,-18, and -21

Valid value

Communication Template ID

Impact Area

Email Notifications

Appears on Interface

Not Visible on GUI

REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS

...

REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS

Parameter Description

If the parameter value is set to Yes, a unique Case ID is generated for all ticket types. The Case ID - Ticket ID combination becomes the unique identifier for a Ticket. You set the parameter value to No to disable Case ID generation. In this case, a unique Case ID is not generated.

A common series is used for each ticket type. For example:

  • All service requests use the 100-Ticket ID.
  • All incident tickets use the 200-Ticket ID.

Default value

Yes

Valid value

Yes / No

Impact Area

Case ID number on all ticket types

Appears on Interface

All Users

APPLY_LIFECYCLE_PHASE_FOR_TICKETS

This parameter controls application of the concept of Ticket Phase.

All Users

Title

Description

Parameter Name

REQUIREAPPLY_CASELIFECYCLE_ID_GENERATIONPHASE_FOR_ALL_TICKETS

Parameter Description

If When the parameter value is set to Yes, a unique Case ID is generated the Phase field displays on the ticket form for all ticket types. The Case ID - Ticket ID combination becomes the unique identifier for a Ticket. You set the parameter value to No to disable Case ID generation. In this case, a unique Case ID is not generated.

A common series is used for each ticket type. For example:

  • All service requests use the 100-Ticket ID.
    • All incident tickets use the 200-Ticket ID

    In addition to the basic fields of Ticket Status and Reason Code, the phases for the life cycle of each ticket type can be defined and incorporated in the configuration of workflow actions and auto routes.

    Ticket approval process, ticket advance search, predefined search, reports, and so on, can also incorporate the Phase field. The Phase field does not display on tickets when this value is No. The Phase can still be used in configuring various functions such as Workflow action options and auto routes.

    Default value

    Yes

    Valid value

    Yes / No

    Impact AreaCase ID number on all ticket types

    All Tickets – Workflow configurations for Ticket Life cycle management

    Appears on Interface

    Analysts

    ...

    ENABLE_

    ...

    SLA_

    ...

    MONITORING_

    ...

    ON_TICKETS

    This parameter controls application of the concept of Ticket Phase.manages SLA Monitoring on Tickets. 

    Title

    Description

    Parameter Name

    APPLYENABLE_LIFECYCLESLA_PHASEMONITORING_FOR_ALLON_TICKETS

    Parameter DescriptionDescription

    If this parameter value is set to Yes to permit SLA Monitoring of tickets. When the parameter value is set to Yes, the Phase field displays on the ticket form for all ticket types. In addition to the basic fields of Ticket Status and Reason Code, the phases for the life cycle of each ticket type can be defined and incorporated in the configuration of workflow actions and auto routes.Ticket approval process, ticket advance search, predefined search, reports, and so on, can also incorporate the Phase field. The Phase field does not display on tickets when this value is No. The Phase can still be used in configuring various functions such as Workflow action options and auto routes SLA tab is displayed on tickets.

    The tab displays the information that is related to performance of the ticket against service targets defined, notification, escalation, and action on SLA threshold violation. Set the parameter value to No to disable SLA Monitoring.

    Default value

    Yes

    Valid value

    Yes / No

    Impact Area

    All Tickets – Workflow configurations for Ticket Life cycle management SLA tab

    Appears on Interface

    Analysts

    ...

    DEFAULT_REQUESTER_

    ...

    TO_

    ...

    LOGGED_

    ...

    IN_

    ...

    USER

    This parameter manages SLA Monitoring on Tickets. enables auto-populating requester name on tickets.

    Title

    Description

    Parameter Name

    ENABLEDEFAULT_REQUESTER_SLATO_MONITORINGLOGGED_ONIN_TICKETS

    Parameter Description

    If this parameter value is set to Yes to permit SLA Monitoring of tickets. When the USER

    Parameter Description

    If this parameter value is set to Yes, the SLA tab is displayed on tickets.The tab displays the information that is related to performance of the ticket against service targets defined, notification, escalation, and action on SLA threshold violation. Set the parameter value to No to disable SLA Monitoringwhen a new ticket form is opened the name of the logged in user is automatically filled into the Requester Name field of the ticket. Other related fields like Phone and Email also get automatically updated.

    This parameter is not applicable to Tickets that are created using Ticket Templates. With a No value, users must manually update the Contact Name in the Requester field because this field is required.

    Default value

    YesNo

    Valid value

    Yes / No

    Impact Area

    All Tickets – SLA tab Requester field

    Appears on Interface

    Analysts

    DEFAULT_REQUESTER_TO_LOGGED_IN_USER

    ...

    and Self-Service User

    EMAIL_DELEGATE_TEXT_FOR_SELF_SERVICE_USERS

    This parameter controls text in the From field of email messages that end users send.

    Title

    Description

    Parameter Name

    DEFAULTEMAIL_DELEGATE_REQUESTERTEXT_TOFOR_LOGGEDSELF_INSERVICE_USERUSERS

    Parameter Description

    If this parameter value is set to Yes, when a new ticket form is opened the name of the logged in user is automatically filled into the Requester Name field of the ticket. Other related fields like Phone and Email also get automatically updated.

    This parameter is not applicable to Tickets that are created using Ticket Templates. With a No value, users must manually update the Contact Name in the Requester field because this field is required.

    Default value

    No

    Valid value

    Yes / No

    Impact Area

    All Tickets Requester field

    Appears on Interface

    		Analysts and Self-Service User

    This parameter sets the delegate text that appears in the From field of the email messages that end users send. This enables the analyst user know who has sent the message, although the email was sent by the application.

    The allowed formats are: $(sender_name) Routed Via or $(sender_primary_group) Routed Via.

    The group name displays when the value is set to Group instead of Sender.

    Default value

    Blank

    Valid value

    Text in above format

    Impact Area

    Outgoing Email Messages

    Appears on Interface

    All users

    EMAIL_DELEGATE_TEXT_FOR_

    ...

    AGENTS

    This parameter controls the text in the From field of email messages that end users sendFrom field of a mail from Analysts.

    Title

    Description

    Parameter Name

    EMAIL_DELEGATE_TEXT_FOR_

    SELF_SERVICE_USERS

    AGENTS

    Parameter Description

    This parameter sets

    Sets the delegate text that appears in the From field of the email messages that

    end users

    service desk Analysts send.

    This

    enables the analyst user know who has sent the message, although the email was sent by the application

    informs the recipient though the Email about the analyst or support group the mail has originated from.

    The allowed formats

    are

    : $(sender_name)

    Routed Via

    On Behalf Of or $(sender_primary_group)

    Routed Via.The group name displays when the value is set to Group instead of Sender

    On Behalf Of.

    Default value

    Blank

    Valid value

    Text

    in above format

    Impact Area

    Outgoing Email

    Messages

    Message

    Appears on Interface

    All users

    ALLOW_EMAIL_

    ...

    DELIVERY_

    ...

    ON_

    ...

    WORKLOG_

    ...

    ENTRY

    This parameter controls the text in the From field of a mail from Analysts.manages the availability to use Send as Mail option for worklogs. 

    Title

    Description

    Parameter Name

    ALLOW_EMAIL_DELEGATEDELIVERY_TEXT_FOR_AGENTS

    Parameter Description

    Sets the delegate text that appears in the From field of the email messages that service desk Analysts send.

    This informs the recipient though the Email about the analyst or support group the mail has originated from.

    The allowed formats: $(sender_name) On Behalf Of or $(sender_primary_group) On Behalf Of.

    Default value

    Blank

    Valid value

    Text

    Impact Area

    Outgoing Email Message

    Appears on Interface

    All users

    ALLOW_EMAIL_DELIVERY_ON_WORKLOG_ENTRY

    ...

    ON_WORKLOG ENTRY

    Parameter Description

    If the parameter value is set to Yes, it allows Analysts to send workog updates as emails to intended recipients.

    A Send as Email Option is displayed in the Worklog Section of the tickets.

    By Checking the Send as Email checkbox before saving the worklog update, the agent can send the worklog as an email using a system defined communication template.

    If the parameter value is set to No, the Send as Email option is hidden and the functionality is disabled.

    Default value

    Yes

    Valid value

    Yes / No

    Impact Area

    Worklog update email from tickets

    Appears on Interface

    Analysts

    LOCK_TICKET_DURING_APPROVAL

    This parameter enables locking of a ticket that is submitted for approval.

    Worklog update email from tickets

    Title

    Description

    Parameter Name

    ALLOWLOCK_EMAILTICKET_DELIVERY_ON_WORKLOG ENTRYDURING_APPROVAL

    Parameter Description

    If the parameter value is set to Yes, it allows Analysts to send workog updates as emails to intended recipients.

    A Send as Email Option is displayed in the Worklog Section of the tickets.

    By Checking the Send as Email checkbox before saving the worklog update, the agent can send the worklog as an email using a system defined communication templatelocks the Ticket once the ticket is submitted for Approval. The ticket cannot be edited until the Approval process completes; resulting in either Approval or Rejection. A worklog can be added to a locked ticket.

    If the parameter value is set to No, the Send as Email option is hidden and the functionality is disabledthe Ticket remains editable during the Approval process. When the ticket is modified during the process, a Notification is sent informing all stakeholders that the Ticket was modified.

    Default value

    Yes

    Valid value

    Yes / No

    Impact Area

    Ticket Approval Workflow

    Appears on Interface

    Analysts

    ...

    OMIT_

    ...

    INLINE_

    ...

    This parameter enables locking of a ticket that is submitted for approval.

    ...

    Title

    ...

    Description

    ...

    Parameter Name

    ...

    LOCK_TICKET_DURING_APPROVAL

    ...

    Parameter Description

    ...

    If the parameter value is set to Yes, it locks the Ticket once the ticket is submitted for Approval. The ticket cannot be edited until the Approval process completes; resulting in either Approval or Rejection. A worklog can be added to a locked ticket.

    If the parameter value is set to No, the Ticket remains editable during the Approval process. When the ticket is modified during the process, a Notification is sent informing all stakeholders that the Ticket was modified.

    ...

    Default value

    ...

    Yes

    ...

    Valid value

    ...

    Yes / No

    ...

    Impact Area

    ...

    Ticket Approval Workflow

    ...

    Appears on Interface

    ...

    Analysts

    OMIT_INLINE_ATTACHMENT_SIZE_LIMIT

    ...

    ATTACHMENT_SIZE_LIMIT

    This parameter controls uploading of small files being delivered as email attachments.

    Title

    Description

    Parameter Name

    OMIT_INLINE_ATTACHMENT_SIZE_LIMIT

    Parameter Description

    This parameter is used to exclude uploading of files of small size (routinely attached and having no significance) when an email containing an inline or embedded attachment is sent to the ticket.

    The default value is 500 bytes. A file below 500 bytes is not uploaded as attachment to the Ticket.

    Default value

    500

    Valid value

    Positive Integer

    Impact Area

    Incoming Emails for Tickets

    Appears on Interface

    Not Visible on GUI

    ALLOW_RELATIONSHIP_WITH_CLOSED_TICKETS

    This parameter manages the ability to relate an Open Ticket to a Closed Ticket.

    Title

    Description

    Parameter Name

    OMITALLOW_INLINERELATIONSHIP_ATTACHMENTWITH_SIZECLOSED_LIMITTICKETS

    Parameter Description

    This parameter is can be used to exclude uploading of files of small size (routinely attached and having no significance) when an email containing an inline or embedded attachment is sent to the ticket.The default value is 500 bytes. A file below 500 bytes is not uploaded as attachment to the Ticketallow relating of an Open Ticket to a Closed Ticket. If the parameter value is set to True, users can now relate an open ticket to a closed ticket. Set the value to False disables this feature.

    Default value

    500False

    Valid valuePositive

    IntegerTrue/False

    Impact Area

    Incoming Emails for Related Tickets

    Appears on Interface

    Not Visible on GUI

    ALLOW_RELATIONSHIP_WITH_CLOSED_TICKETS

    ...

    Analysts

    ENABLE_GROUPING_OF_CUSTOM_FIELDS_INTO_SECTIONS

    This parameter manages grouping of Custom Fields using section headers.

    Title

    Description

    Parameter Name

    ALLOW_RELATIONSHIP_WITH_CLOSED_TICKETSENABLE_GROUPING_OF_CUSTOM_FIELDS_INTO_SECTIONS

    Parameter Description

    This parameter can be used to allow relating of an Open Ticket to a Closed Ticket. If the parameter value is set to True, users can now relate an open ticket to a closed ticket. Set controls how custom fields appear in the Additional Information tab (visual layout), their logical groupings, and how they are enclosed within separate sections.

    Set the parameter value to True to enable grouping of custom fields into section using section headers. Setting the value to False disables this feature.

    Default value

    False

    Valid value

    True/False

    Impact Area

    Related Tickets Additional Information tab

    Appears on Interface

    AnalystsAll users

    ENABLE_

    ...

    WORKLOG_DATE

    The parameter enables users to pick a date and time to log their work effort on a ticket.

    Title

    Description

    Parameter Name

    ENABLE

    _GROUPING_OF_CUSTOM_FIELDS_INTO_SECTIONS

    Parameter Description

    This parameter controls how custom fields appear in the Additional Information tab (visual layout), their logical groupings, and how they are enclosed within separate sections.

    Set the parameter value to True to enable grouping of custom fields into section using section headers. Setting the value to False disables this feature

    _WORKLOG_DATE

    Parameter Description

    The parameter enables the Worklog Date field which allows users to pick a current date or past date.

    Default value

    False

    No

    Valid value

    True

    Yes/

    False

    No

    Impact Area

    Tickets Additional Information tab

    Add and Edit Worklogs in all tickets

    Appears on Interface

    All users

    Analysts and Administrators

    Note: This parameter can function only when ENABLE_WORKLOG

    ...

    _EDITS is enabled. Otherwise it is displayed as read-only.

    VIP_ALERT_MESSAGE

    The parameter enables users to pick a date and time to log their work effort on a ticketlets you set alerts message to display when a ticket Requester or Requested for is a VIP user.

    Title

    Description

    Parameter Name

    ENABLE

    VIP_

    WORKLOG

    ALERT_

    DATE

    MESSAGE

    Parameter Description

    The parameter enables

    the Worklog Date field which allows users to pick a current date or past date

    you to manage the alert message to be displayed for VIP users.

    Default value

    No

    This is a VIP user, call the user to communicate all updates.

    Valid value

    Yes/No

    Alpha numeric text.

    Impact Area

    Add and Edit Worklogs in all tickets

    Ticket Details, Ticket List

    Appears on Interface

    Analysts

    Analyst and

    Administrators

    Administrator

    Note:

    ...

    VIP_ALERT_MESSAGE

    ...

    When a message is specified in the Parameter value field, this parameter is considered to be switched on. When no message is specified, the parameter is considered to be switched off. When the parameter is set, the defined alert message displays when the requester or requested for is a VIP user. A crown icon is displayed against the requester name in the All Tickets list in My Tickets workspace. The alert message is also displayed in the ticket details view for analyst users. When the parameter value is turned off, no distinguishing feature is available when the VIP requester or requested for users.

    SHOW_ANNOUNCEMENTS

    Title

    Description

    Parameter Name

    VIP

    SHOW_

    ALERT_MESSAGE

    ANNOUNCEMENTS

    Parameter Description

    The parameter enables you to manage the alert message to be displayed for VIP

    Controls display of announcements section for the users.

    Default value

    This is a VIP user, call the user to communicate all updates.

    Yes

    Valid value

    Alpha numeric text.

    Yes/No

    Impact Area

    Ticket Details, Ticket List

    Home

    Appears on Interface

    Analyst and Administrator

    Note: When a message is specified in the Parameter value field, this parameter is considered to be switched on. When no message is specified, the parameter is considered to be switched off. When the parameter is set, the defined alert message displays when the requester or requested for is a VIP user. A crown icon is displayed against the requester name in the All Tickets list in My Tickets workspace. The alert message is also displayed in the ticket details view for analyst users. When the parameter value is turned off, no distinguishing feature is available when the VIP requester or requested for users.

    ...

    All users

    SHOW_MAX_FILTER_ITEMS

    Title

    Description

    Parameter Name

    SHOW_MAX_FILTER_ITEMS

    Parameter Description

    Controls display of the filter items (category) in the Filter. If set to 0 it displayed all items. If the filter items are more than the specified value, then it displays only default filters.

    Default value

    0

    Valid value

    Positive Integer

    Impact Area

    All pages with Filter option

    Appears on Interface

    All users

    PASSWORD_EXPIRY_INTERVAL

    Title

    Description

    Parameter Name

    SHOW

    PASSWORD_EXPIRY_

    ANNOUNCEMENTS

    INTERVAL

    Parameter Description

    Controls display of announcements section for the users

    This parameter controls the number of days in which a user password expires. A value of zero indicates passwords will never expire.

    Default value

    Yes

    0

    Valid value

    Yes/No

    Positive Integer

    Impact Area

    Home

    Log in page

    Appears on Interface

    All users

    ...

    FAILURE_

    ...

    ATTEMPTS_

    ...

    ALLOWED

    Title

    Description

    Parameter Name

    SHOWFAILURE_MAXATTEMPTS_FILTER_ITEMSALLOWED

    Parameter Description

    Controls display of the filter items (category) in the Filter. If set to 0 it displayed all items. If the filter items are more than the specified value, then it displays only default filtersRepresents the number of log in attempts allowed with an incorrect password. If the number of failed log in attempts exceeds this limit, the user account is locked.

    Default value

    03

    Valid value

    Positive Integer

    Impact AreaAll

    pages with Filter optionLog in page

    Appears on Interface

    All users

    ...


    LOCKOUT_

    ...

    TIME

    Title

    Description

    Parameter Name

    PASSWORD

    LOCKOUT_

    EXPIRY_INTERVAL

    TIME

    Parameter Description

    This parameter controls the number of days in which a user password expires. A value of zero indicates passwords will never expire

    Determines the duration for which the user account stays locked after certain number of failed log in attempts. This duration is captured in minutes.

    Default value

    0

    5

    Valid value

    Positive Integer

    Impact Area

    Log in page

    Appears on Interface

    All users

    ...

    ENABLE_TICKET_

    ...

    FIELD_

    ...

    AUDITING

    Title

    Description

    Parameter Name

    FAILUREENABLE_TICKET_ATTEMPTSFIELD_ALLOWEDAUDITING

    Parameter Description

    Represents the number of log in attempts allowed with an incorrect password. If the number of failed log in attempts exceeds this limit, the user account is lockedIf this parameter value is set to Yes (True) then future updates to standard and custom Ticket fields are tracked and shown in the Activity History section of the Ticket. For more information on parameters, see Enable Auditing on Tickets.

    Default value

    3No

    Valid valuePositive

    IntegerYes/No

    Impact Area

    Log in pageTicket details

    Appears on Interface

    All users

    ...

    Administrator, Analyst

    MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION

    Title

    Description

    Parameter NameLOCKOUT_TIMEName

    MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION

    Parameter Description

    Determines the duration for which the user account stays locked after certain number of failed log in attempts. This duration is captured in minutesEnables the administrator to configure the maximum size in megabytes (MB) of an attachment that is sent through a communication using the Send Mail Action on a Ticket.

    Default value

    25

    5

    Valid value

    Positive IntegerValid value

    		Up to allowed configuration in the email server.

    Impact Area

    Log in pageTicket Communications

    Appears on Interface

    All users

    ...

    Administrator

    MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION

    Title

    Description

    Parameter Name

    ENABLEMAX_ATTACHEMENT_TICKETLIMIT_FIELDTHROUGH_AUDITINGCOMMUNICATION

    Parameter Description

    If this parameter value is set to Yes (True) then future updates to standard and custom Ticket fields are tracked and shown in the Activity History section of the Ticket. For more information on parameters, see Enable Auditing on TicketsEnables the administrator to configure the maximum number of attachments that can be linked to a communication sent through the Send Mail Action on a Ticket.

    Default value

    No3

    Valid valueYes/No

    		0 to 9

    Impact Area

    Ticket details

    Appears on Interface

    Administrator, Analyst

    MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION

    ...

    Title

    ...

    Description

    ...

    Parameter Name

    ...

    MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION

    ...

    Parameter Description

    ...

    Enables the administrator to configure the maximum size in megabytes (MB) of an attachment that is sent through a communication using the Send Mail Action on a Ticket.

    ...

    Default value

    ...

    25

    ...

    Valid value

    ...

    Impact Area

    ...

    Ticket Communications

    ...

    Appears on Interface

    ...

    Administrator

    ...

    Ticket Communications

    Appears on Interface

    Administrator

    DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER

    Analysts can now filter and view tickets with a Closed status within Ticket Center and the My Tickets tab within Advanced Ticket Center. Administrators can set the number of days to which the tickets must be filtered with a Closed status. This is a configurable setting that is turned off by default.

    Enables the administrator to configure the maximum number of attachments that can be linked to a communication sent through the Send Mail Action on a Ticket3 9

    Title

    Description

    Parameter Name

    MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION

    Parameter Description

    DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER

    Parameter Description

    Defaults to 0 (days) meaning no closed tickets will be shown.

    When set to a value of 1-60 (days), a Closed status will show up in the Ticket Status Filter allowing analysts to view and filter on tickets based on the number of days after closed date.

    A max value of 60 means closed tickets can be shown for a maximum of 60 days after closed date.

    Default value

    0

    Valid value

    		0 to 60

    Impact Area

    Ticket Communications

    Appears on Interface

    Administrator

    ...

    ...

    Ticket Center and

    ...

    Advanced Ticket Center

    Appears on Interface

    Administrator, Analyst

    CSM_TICKET_RESPONSIVE_MODE

    TitleDescription
    Parameter Name
    DAYS
    CSM_
    TO
    TICKET_
    SHOW_CLOSED_TICKETS_IN_TICKET_CENTER
    RESPONSIVE_MODE
    Parameter Description
    Defaults to 0 (days) meaning no closed tickets will be shown

    The administrator can enable or disable the responsive layout.

    When

    set to a value of 1-60 (days), a Closed status will show up in the Ticket Status Filter allowing analysts to view and filter on tickets based on the number of days after closed date.

    A max value of 60 means closed tickets can be shown for a maximum of 60 days after closed date.

    Default value

    0

    Valid value

    0 to 60

    Impact Area

    Ticket Center and Advanced Ticket Center

    Appears on Interface

    Administrator, Analyst

    ...

    the Parameter Value is set to 'No', the Ticket Details page will be displayed as a single column lay out.

    When the Parameter Value is set to 'Yes',  responsive layout will be applicable for the Ticket Details page.

    Default ValueYes
     Valid ValueYes/No 
    Impact Area Ticket details
    Appears on InterfaceAll users 

    DISABLE_TICKET_UPDATES_EMAIL_REPLY

    TitleDescription
    Parameter Name
    CSM
    DISABLE_TICKET_UPDATES_
    RESPONSIVE
    EMAIL_
    MODE.
    REPLY
    Parameter Description

    The administrator can enable or disable the responsive layout.

    When the Parameter Value is set to 'No', the Ticket Details page will be displayed as a single column lay out.

    When the Parameter Value is set to 'Yes',  responsive layout will be applicable for the Ticket Details page

    Sets the status values to restrict the updates to ticket from email replies and end user work log updates

    Default Value
    Yes
    Blank
     Valid
    Valid Value
    Yes/No 
    Text from drop down options
    Impact Area 
    Ticket details
    Ticket Status field
    Appears on Interface
    All users 
    Agent

    ...

    REMOVE_

    ...

    ITEM_

    ...

    POST_

    ...

    REVIEW

    TitleDescription
    Parameter NameDISABLEREMOVE_TICKETITEM_UPDATES_EMAILPOST_REPLYREVIEW
    Parameter DescriptionSets the status values to restrict the updates to ticket from email replies and end user work log updatesRemoves tickets from Outstanding Items after the approval. When an approver approves/review a ticket, the ticket will be removed from the Outstanding Items, both from the Approval and Review section. This helps the approver to focus only on the tickets which are yet to be approved or reviewed.
    Default ValueBlankYes
    Valid ValueText from drop down optionsValue Yes/No
    Impact Area Ticket Status fieldOutstanding Items 
    Appears on InterfaceInterface Agent

    ...

    Administrator, Analyst


    DISABLE_MY_ASSETS_SERVICE_CENTER

    TitleDescription
    Parameter NameREMOVE_ITEM_POST_REVIEWParameter DescriptionRemoves tickets from Outstanding Items after the approval. When an approver approves/review a ticket, the ticket will be removed from the Outstanding Items, both from the Approval and Review section. This helps the approver to focus only on the tickets which are yet to be approved or reviewedDISABLE_MY_ASSETS_SERVICE_CENTER
    Parameter Description

    Controls visibility of My Asset tab in Service Center Workspace. If the parameter is disabled (set to Yes) by administrator, My Asset tab will not be available for all users.

    Default ValueYes
    Valid Value 

    Yes/No

    Impact Area Outstanding Items Service Center
    Appears on Interface Administrator, Analyst

    ...

    SSU

    ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL

    TitleDescription
    Parameter Name
    DISABLE_MY_ASSETS_SERVICE_CENTERParameter Description

    Controls visibility of My Asset tab in Service Center Workspace. If the parameter is disabled (set to Yes) by administrator, My Asset tab will not be available for all users.

    Default ValueYesValid Value 

    Yes/No

    Impact Area Service Center
    ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL
    Parameter Description

    This configuration allows user to update the ticket status through email

    Default ValueNone
    Valid Value 

    Valid status in ISM e.g. Open, Closed etc.

    Impact Area Ticket Communications
    Appears on Interface 
    SSU
    Administrator