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All the Serviceaide Intelligent Service Management Configuration Parameters that control the ticket-related functions. |
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| Excerpt | ||
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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.
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| 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 |
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Title | Description |
Parameter Name | FAILURE_ATTEMPTS_ALLOWED |
Parameter Description | Represents the number of login attempts allowed with an incorrect password. If the number of failed login attempts exceeds this limit, the user account is lockedincorrect password. If the number of failed login attempts exceeds this limit, the user account is locked. |
Default value | 3 |
Valid value | Positive Integer |
Impact Area | Log in page |
Appears on Interface | All users |
LOCKOUT_TIME
Title | Description |
Parameter Name | LOCKOUT_TIME |
Parameter Description | Determines the duration for which the user account stays locked after a certain number of failed log-in attempts. This duration is captured in minutes. |
Default value |
5 | |
Valid value | Positive Integer |
Impact Area | Log in page |
Appears on Interface | All users |
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ENABLE_TICKET_FIELD_AUDITING
Title | Description |
Parameter Name
LOCKOUT_TIME
Parameter Description
Parameter Name | ENABLE_TICKET_FIELD_AUDITING |
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 Tickets. |
Default value |
No |
Valid value |
Yes/No |
Impact Area |
Ticket details |
Appears on Interface |
All users
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Administrator, Analyst |
MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION
Title | Description |
Parameter Name | ENABLE_TICKET_FIELD_AUDITINGMAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION |
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 Tickets. |
Default value | No |
Valid value | Yes/No Enables the administrator to configure the maximum size in megabytes (MB) of an attachment that is sent through communication using the Send Mail Action on a Ticket. |
Default value | 25 |
Valid value | Up to allowed configuration in the email server. |
Impact Area | Ticket detailsCommunications |
Appears on Interface | Administrator, Analyst |
MAX_ATTACHEMENT
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_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 communication using number of attachments that can be linked to a communication sent through the Send Mail Action on a Ticket. |
Default value | 25 |
Valid value | Up to allowed configuration in the email server. |
Impact Area | Ticket Communications |
Appears on Interface | Administrator |
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3 | |
Valid value | 0 to 9 |
Impact Area | 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.
Title | Description | ||
Parameter Name | MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION | Parameter Description | 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 TicketDAYS_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 the closed date. A max value of 60 means closed tickets can be shown for a maximum of 60 days after the closed date. | ||
Default value | 30 | ||
Valid value | 0 to | 960 | |
Impact Area | Ticket Communications | ||
Appears on Interface | Administrator |
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Ticket Center and Advanced Ticket Center | |
Appears on Interface | Administrator, Analyst |
CSM_TICKET_RESPONSIVE_MODE
| Title | Description |
| Parameter Name |
| CSM_ |
| TICKET_ |
| RESPONSIVE_MODE |
| Parameter Description |
The administrator can enable or disable the responsive layout. When |
A max value of 60 means closed tickets can be shown for a maximum of 60 days after the closed date.
Default value
0
Valid value
Impact Area
Ticket Center and Advanced Ticket Center
Appears on Interface
Administrator, Analyst
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the Parameter Value is set to 'No', the Ticket Details page will be displayed as a single column layout. When the Parameter Value is set to 'Yes', a responsive layout will be applicable for the Ticket Details page. | |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Ticket details |
| Appears on Interface | All users |
DISABLE_TICKET_UPDATES_EMAIL_REPLY
| Title | Description |
| Parameter Name |
| DISABLE_TICKET_UPDATES_ |
| EMAIL_ |
| 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 layout.
Sets the status values to restrict the updates to tickets from email replies and end-user work log updates |
| Default Value |
| Blank |
| Valid Value |
| Text from drop-down options |
| Impact Area |
| Ticket Status field |
| Appears on Interface |
| Agent |
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REMOVE_
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ITEM_
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POST_
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REVIEW
| Title | Description |
| Parameter Name |
| REMOVE_ |
| ITEM_ |
| POST_ |
| REVIEW |
| Parameter Description |
| Removes 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 Value |
| Yes |
| Valid |
| Value | Yes/No |
| Impact Area |
| Outstanding Items |
| Appears on |
| Interface |
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| Administrator, Analyst |
DISABLE_MY_ASSETS_SERVICE_CENTER
| Title | Description | ||
| Parameter Name | REMOVEDISABLE_MY_ITEMASSETS_POST_REVIEW | Parameter Description | Removes 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 reviewedSERVICE_CENTER |
| Parameter Description | Controls visibility of My Asset tab in Service Center Workspace. If the parameter is disabled (set to Yes) by the administrator, My Asset tab will not be available for all users. | ||
| Default Value | Yes | ||
| Valid Value | Yes/No | ||
| Impact Area | Outstanding Items Service Center | ||
| Appears on Interface | Administrator, Analyst |
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| SSU |
ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL
| Title | Description |
| Parameter Name |
Controls visibility of My Asset tab in Service Center Workspace. If the parameter is disabled (set to Yes) by the administrator, My Asset tab will not be available for all users.
Yes/No
ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL | |
| Parameter Description | This configuration allows users 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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ENABLE_
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ATC_
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CUSTOM_
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ATTRIBUTE_
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MATCHING_
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CONDITION
| Title | Description |
| Parameter Name | ALLOWEDENABLE_TICKETATC_STATUSESCUSTOM_TOATTRIBUTE_UPDATEMATCHING_VIA_EMAILCONDITION |
| Parameter Description | This configuration allows users to update the ticket status through emailenables matching criteria for custom attributes in Advanced Ticket Center Search. |
| Default Value | NoneYes |
| Valid Value | Valid status in ISM e.g. Open, Closed, etc.Yes/No |
| Impact Area | Advance Ticket CommunicationsCenter |
| Appears on Interface | Administrator, Analyst |
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OUTSTANDING_
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APPROVAL_
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REMINDERS_
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FOR_
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OTHER_
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TICKETS
| Title | Description |
| Parameter Name | ENABLEOUTSTANDING_ATCAPPROVAL_CUSTOMREMINDERS_ATTRIBUTEFOR_MATCHINGOTHER_CONDITIONTICKETS |
| Parameter Description | This configuration enables matching criteria for custom attributes in Advanced Ticket Center Searchthe system to trigger outstanding Approval Reminders for ticket types - Service requests, Incidents, and Problems. |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Advance Ticket Center |
| Appears on Interface | Administrator, Analyst |
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| All Users |
ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE
| Title | Description |
| Parameter Name | OUTSTANDINGALLOW_APPROVALANALYST_REMINDERSTO_FORADD_OTHERHIERARCHICAL_TICKETS ATTRIBUTE |
| Parameter Description | This configuration enables the system to trigger outstanding Approval Reminders for ticket types - Service requests, Incidents, and ProblemsAnalysts to add the hierarchical attributes. |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Advance Ticket Center |
| Appears on Interface | All UsersAnalyst |
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INC_
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REQUESTER_
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REPLY_PHASE
| Title | Description |
| Parameter Name | ALLOWINC_ANALYSTREQUESTER_TO_ADD_HIERARCHICAL_ATTRIBUTEREPLY_PHASE |
| Parameter Description | This configuration enables the Analysts to add the hierarchical attributes.defines the phase of a ticket when an email response is received from the ticket's requester or requested-for contact |
| Default Value | Yes- |
| Valid Value | Yes/No- |
| Impact Area | Advance Ticket Center |
| Appears on Interface | AnalystAll Users |