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The slice configuration parameters that are described in this article control the features relating to Task Management. The slice control configuration parameters are classified under Parameter Category Task in the Manage Slice Configuration form. |
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| Excerpt |
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The slice configuration parameters that are described in this article control the features relating to Task Management. The slice control configuration parameters are classified under Parameter Category Task in the Manage Slice Configuration form. |
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TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS
This parameter allows the administrator to configure to view or hide the workflow actions based on the configured ticket status.
Title | Description |
| ID | 1057 |
Parameter Name | TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS |
Parameter Description | This parameter sets the workflow actions to hidden and restrict task ticket editing. System default value is Closed. |
Default value | Closed |
Valid value | Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted |
Impact Area | Task Ticket-workflow actions |
Appears on Interface | Agent |
TSK_INITIAL_STATUS
This parameter manages the default Status value for new task tickets.
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TSK_REQUESTER_REPLY_REASON_CODE
This parameter controls the Reason Code setting when the requester updates a task ticket.
Title | Description |
| ID | 614 |
Parameter Name | TSK_REQUESTER_REPLY_REASON_CODE |
Parameter Description | This parameter defines the Reason Code to be set on the task ticket when an email response is received from the ticket Requester or the Contact Person for the Task. The default value is No. This parameter lets the Administrator provide text (for example, Responded by User) to automatically populate in the Reason Code field of the task ticket to indicate email interaction with Requester or Contact Person for the Task. |
Default value | Blank |
Valid value | Text |
Impact Area | Task Ticket- Reason Code field |
Appears on Interface | Agent |
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Title | Description |
| ID | 897 |
Parameter Name | TSK_INITIAL_SOURCE |
Parameter Description | Set the initial Source for a new task ticket. The System default value is Web (Code 4). You can modify the initial Source it to an acceptable alternative value. The default initial value for Source represents the most common value that users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Source field. |
Default value | Web |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Source Field |
Appears on Interface | Agent |
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Title | Description |
| ID | 898 |
Parameter Name | TSK_INITIAL_URGENCY |
Parameter Description | Set the initial Urgency for a new task ticket. The default value is Medium (Code 2). You can modify it to an alternate acceptable value. The default initial value for Urgency represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Urgency field. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Urgency Field |
Appears on Interface | Agent |
TSK_INITIAL_IMPACT
This parameter manages the default value for Impact for new task tickets.
Title | Description |
| ID | 899 |
Parameter Name | TSK_INITIAL_IMPACT |
Parameter Description | Set the initial Impact for a new Task Ticket. System default is Medium (Code 2). You can modify it to an acceptable alternative value. The default initial value for Impact represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Impact field. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Task Ticket-Impact Field |
Appears on Interface | Agent |
TSK_ENABLE_APPROVAL_ROUTING
This parameter enables approval routing for task tickets.
Title | Description |
| ID | 910 |
Parameter Name | TSK_ENABLE_APPROVAL_ROUTING |
Parameter Description | When the parameter value is set to Yes, multitiered approval routing for task tickets is enabled. The Administrator can configure the workflow actions for Submit for Approval and can Withdraw from Approval for task tickets. All task tickets pending approval display in the My Outstanding Items workspace. Set the parameter value to Yes to enable Approval Routing for task tickets. |
Default value | No |
Valid value | Yes/No |
Impact Area | Task Ticket-Approval Routing |
Appears on Interface | All Users |
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ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES
This parameter enables applying auto routes to task templates.
Title | Description |
Parameter Name | ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES |
Parameter Description | When the value is set to No, the system continues to behave in the current manner. Auto routes are not applied to the tasks created using the templates from Task Information tab or Auto Create Task workflow action. When the parameter value is set to Yes, it disables the Auto Assign Action functionality. The Auto Assign Action and Assign on Create fields on the task template screen are disabled. Also, the Assign All field on the tickets is disabled. In this case, the system automatically assigns the tasks, based on the auto routes defined with Override Auto Routing flag for Template set to No. The user should be able to reassign the tasks after creation in the usual manner. The Administrator can also use the Override Auto Routing flag to prevent the specific templates from getting auto routed. |
Default value | No |
Valid value | No |
Impact Area | Task Tickets (Using Template) leading to Auto Route |
Appears on Interface | Agent and Administrator |
NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED_TASK
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