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All the Serviceaide Intelligent Service Management Configuration Parameters that control the ticket-related functions. |
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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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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 the 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.
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Title | Description |
Parameter Name | FAILURE_ATTEMPTS_ALLOWED |
Parameter Description | Represents the number of log in login attempts allowed with an incorrect password. If the number of failed log in 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 |
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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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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 | Up to allowed configuration in the email server. |
Impact Area | Ticket Communications |
Appears on Interface | Administrator |
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Title | Description |
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 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 | 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 |
| Parameter Name | CSM_TICKET_RESPONSIVE_MODE |
| 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 outlayout. 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 |
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| Title | Description |
| Parameter Name | DISABLE_TICKET_UPDATES_EMAIL_REPLY |
| Parameter Description | Sets the status values to restrict the updates to ticket 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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| 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 the 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 |
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| Title | Description |
| Parameter Name | ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL |
| Parameter Description | This configuration allows user 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 |
ENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION
| Title | Description |
| Parameter Name | ENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION |
| Parameter Description | This configuration enables matching criteria for custom attributes in Advanced Ticket Center Search. |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Advance Ticket Center |
| Appears on Interface | Administrator, Analyst |
OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS
| Title | Description |
| Parameter Name | OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS |
| Parameter Description | This configuration enables the system to trigger outstanding Approval Reminders for ticket types - Service requests, Incidents, and Problems. |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Ticket Center |
| Appears on Interface | All Users |