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All the Serviceaide Intelligent Service Management Configuration Parameters that control the ticket-related functions. |
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Table of Contents maxLevel 3 minLevel 3
AUTOROUTE_ACTION_BY_LOGGED_IN_USER
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UPDATE_REQUESTER_TO_REQUESTED_FOR_DURING_TICKET_LIFECYCLE
This parameter enables auto-populating REQUESTED FOR field with REQUESTER name on tickets.
| Title | Description |
| Parameter Name | UPDATE_REQUESTER_TO_REQUESTED_FOR_DURING_TICKET_LIFECYCLE |
| Parameter Description | If this parameter value is set to Yes, when a ticket form is updated the Requester Name is automatically filled into the Requested For field of the ticket during the entire Ticket Lifecycle Requested For is populated with the Requester during initial save irrespective of the config parameter. When the value is set to No, users must manually update the Requested For field during the Ticket Lifecycle |
| Default Value | No |
| Valid Value | Yes/No |
| Impact Area | All Tickets Requested For field |
| Appears on Interface | All Users |
AUTOROUTE_ACTION_BY_LOGGED_IN_USER
This parameter improves reporting to show the user who actually performed the work versus the system Routing Engine.
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| Title | Description |
| Parameter Name | DISABLE_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 Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Service Center |
| Appears on Interface | SSU |
ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL
| Title | Description |
| Parameter Name | ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL |
| Parameter Description | This configuration allows user to update the ticket status through email |
| Default Value | None |
| Valid Value | Valid status in ISM e.g. Open, Closed etc. |
| Impact Area | Ticket Communications |
| Appears on Interface | Administrator |
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