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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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CSM_TICKET_RESPONSIVE_MODE
| 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 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
layout will be applicable for the Ticket Details page. |
| Default Value |
| Yes |
| Valid Value |
| Yes/No |
| Impact Area |
| Ticket details |
| Appears on Interface |
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| All users |
DISABLE_TICKET_UPDATES_EMAIL_REPLY
| Title | Description |
| Parameter Name |
| DISABLE_TICKET_ |
| UPDATES_ |
| EMAIL_ |
| REPLY |
| Parameter Description |
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_
...
ITEM_
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POST_
...
REVIEW
| Title | Description | ||
| Parameter Name | DISABLEREMOVE_MYITEM_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 usersPOST_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 | Service CenterOutstanding Items | ||
| Appears on Interface | SSUAdministrator, Analyst |
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DISABLE_
...
MY_
...
ASSETS_
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SERVICE_CENTER
| 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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ALLOWED_TICKET_
...
STATUSES_
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TO_
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UPDATE_
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VIA_
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| Title | Description |
| Parameter Name | ENABLE ALLOWED_TICKET_ ATCSTATUSES_ CUSTOMTO_ ATTRIBUTEUPDATE_ MATCHINGVIA_ CONDITIONEMAIL |
| Parameter Description | This configuration enables matching criteria for custom attributes in Advanced Ticket Center Search.allows users to update the ticket status through email |
| Default Value | YesNone |
| Valid Value | Yes/NoValid status in ISM e.g. Open, Closed, etc. |
| Impact Area | Advance Ticket CenterCommunications |
| Appears on Interface | Administrator, Analyst |
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ENABLE_
...
ATC_
...
CUSTOM_
...
ATTRIBUTE_
...
MATCHING_
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CONDITION
| Title | Description |
| Parameter Name | OUTSTANDINGENABLE_APPROVALATC_REMINDERSCUSTOM_FORATTRIBUTE_OTHERMATCHING_TICKETS CONDITION |
| Parameter Description | This configuration enables the system to trigger outstanding Approval Reminders for ticket types - Service requests, Incidents, and Problemsmatching criteria for custom attributes in Advanced Ticket Center Search. |
| Default Value | Yes |
| Valid Value | Yes/No |
| Impact Area | Advance Ticket Center |
| Appears on Interface | All Users |
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| Administrator, Analyst |
OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS
| Title | Description |
| Parameter Name | ALLOWOUTSTANDING_ANALYSTAPPROVAL_TOREMINDERS_ADDFOR_HIERARCHICALOTHER_ATTRIBUTETICKETS |
| Parameter Description | This configuration enables the Analysts to add the hierarchical attributessystem 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 | Analyst |
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| All Users |
ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE
| Title | Description |
| Parameter Name | INC_REQUESTER_REPLY_PHASEALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE |
| Parameter Description | This configuration defines the phase of a ticket when an email response is received from the ticket's requester or requested-for contact enables the Analysts to add the hierarchical attributes. |
| Default Value | -Yes |
| Valid Value | -Yes/No |
| Impact Area | Advance Ticket Center |
| Appears on Interface | All UsersAnalyst |