Configuration Parameters

The configuration parameters control how the application renders a function or feature.

The configuration parameters control functions such as enabling or disabling SLA monitoring, grouping custom fields into section using section headers. Configuration parameters also control the default assignment for tickets among other ticket-related behaviors.

There are several ticket-related configuration parameters that let you manage the visibility of respective ticket sections or fields. Example: CHG_REQUESTED_FOR_TAB_ON_CHANGE, SSU_HIDE_REQUEST_FIELD_LIST. Each configuration parameter has specified values to define its role and behavior. A parameter value can be in the form of a Boolean variable, a number, a URL, or a list. The parameter value is based on the value that the parameter controls. While some parameters have a Yes or No setting, other parameters allow you to specify a value.

The most commonly used variation of a parameter is available as default. You can customize your instance by selecting an alternative variation to suit the needs of your organization. You can filter the parameter list by category and view. You can modify the parameter value as needed. The configuration parameters are not honored. Only the Role Based Views can manage the visibility of sections or fields on tickets. You can use the Show and Edit options on a view to manage this function for all sections of the ticket for a selected role.

The Configuration Parameters enable you to turn on or turn off functionality or manage how a functionality is applied in your Organization. Some of the actions you can take from the Manage Config Parameters form are:

• View available Configuration Parameters using available filters to expand or contract the list.
• Select a parameter that you wish to modify.
• Update or modify parameter values to choose alternate, acceptable values.
• Manage Configuration

The configuration parameters are listed under the following categories:

• Service Desk Parameters
• Change Management Parameters
• Incident Management Parameters
• Knowledge Management Parameters
• Problem Management Parameters
• Request Management Parameters
• Self-Service Parameters
• Service-Level Management Parameters
• System Parameters
• Task Management Parameters
• Workspace Management Parameters
• Configuration Management