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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 |
| ID | 975 |
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 | Administrator, Analyst |
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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 up to which the tickets must be filtered with a Closed status. This is a configurable setting that is turned off by default.
Title | Description |
| ID | 1008 |
Parameter Name | 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 Center and Advanced Ticket Center |
Appears on Interface | Administrator, Analyst |
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| Title | Description |
| ID | 1029 |
| Parameter Name | DISABLE_TICKET_UPDATES_EMAIL_REPLY |
| Parameter Description | Sets the status values to restrict the updates to ticket 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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