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ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) lets you customize the value lists available for certain ticket fields. |
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A value list is the list of options available in the drop-down list against a field. For example, the value list for ticket Priority in CSM Intelligent Service Management includes the values High, Medium, and Low. You can customize the values to suit the conventions in your organization. You can rename and disable the existing values in a list. You can also add more values to the list. For example, you can rename the values for ticket priority as Level1, Level2, and Level3.
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Follow these steps:
- Navigate to MANAGE> Tools> Configuration Parameter.
- Search for the parameter name: Ticket_Type>_DISABLE_USER_EDITING_TICKET_STATUS
For example: If the Ticket Type is Change Management, you need to specify the parameter name as "CHG_DISABLE_USER_EDITING_TICKET_STATUS"
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