Change Management Parameters
CHG_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 | 1056 |
Parameter Name | CHG_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS |
Parameter Description | Set values for status at which to restrict viewing the workflow related actions of a change request.. |
Default value | Closed |
Valid value | Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted |
Impact Area | Change Request workflow actions |
Appears on Interface | All users |
NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED
This parameter sets the reminder period for Approved Changes that have not been implemented.
Title | Description |
| ID | 133 |
Parameter Name | NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED |
Parameter Description | Sets the Time Interval (in Hrs.) to be kept between notifications that are sent to Assigned Group or Assigned Individual for Approved change requests that have not been completed as planned. A notification will be sent as an alert to the Assigned Group and Assigned Individual about the pending change, when the set time interval has elapsed after the Planned End Date of a change implementation. If two reminders have already sent to the assigned individual, then further reminders go to the Manager of assigned individual. |
Default value | 24 hours |
Valid value | Number (time in hours) |
Impact Area | Change Approval Process Communications |
Appears on Interface | Not visible on GUI |
TIME_BEFORE_OUTSTANDING_CHANGE_REQUEST_APPROVAL_CHECK
This parameter controls the ‘Pending Approval Reminder’ notification for a planned change.
Title | Description |
| ID | 134 |
Parameter Name | TIME_BEFORE_OUTSTANDING_CHANGE_REQUEST_APPROVAL_CHECK |
Parameter Description | Set a time interval (number of hours before the planned Start Date and Time) of a change request, to send reminder notification the Assigned to Individual and Assigned to Group. The notification informs the recipients that although the planned start date is coming soon, the ticket has not been approved. It may not be possible to start work as per planned start date. The notification is sent at the set duration before the Planned Start Date for the change request. |
Default value | 2 hours |
Valid value | Number (time value) |
Impact Area | Change Approval process communications |
Appears on Interface | Ticket activity and communication history |
NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS
This parameter controls the interval at which Outstanding Approval Reminders are sent.
Title | Description |
| ID | 135 |
Parameter Name | NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS |
Parameter Description | Set the Time Interval (in Hrs.) between successive reminder notifications to Approvers for outstanding approvals. Reminder Notifications are sent out to the Approver(s) at the set interval until the approver attends to the Outstanding Approval. |
Default value | 24 hours |
Valid value | Number (time value) |
Impact Area | Service Request and Change Approval process communication |
Appears on Interface | Not visible on GUI |
CHG_INITIAL_TYPE
This parameter manages the Change Type field on a new change request.
Title | Description |
| ID | 979 |
Parameter Name | CHG_INITIAL_TYPE |
Parameter Description | This parameter sets the initial change type for a new change request. When a new change request is saved for the first time, the value for the Change Type field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator. |
Default value | Standard |
Valid value | Dropdown Options |
Impact Area | Ticket Lifecycle workflow |
Appears on Interface | Agent |
CHG_INITIAL_STATUS
This parameter manages the Status field on a new change request.
Title | Description |
| ID | 147 |
Parameter Name | CHANGE_INITIAL_STATUS |
Parameter Description | This parameter sets the initial status for a new change request. When a new change request is saved for the first time, the value for the Status field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator. |
Default value | New |
Valid value | Dropdown Options |
Impact Area | Ticket Lifecycle workflow |
Appears on Interface | Agent |
CHG_INITIAL_REASON_CODE
This parameter manages the Reason Code field on a new change request.
Title | Description |
| ID | 148 |
Parameter Name | CHG_INITIAL_REASON_CODE |
Parameter Description | This parameter sets the initial Reason Code for a new change request. When a new change request is saved for the first time, the value for the Reason Code field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator. |
Default value | Blank |
Valid value | Text |
Impact Area | Ticket Lifecycle workflow |
Appears on Interface | Agent |
CHG_INITIAL_PHASE
This parameter manages the Phase field on a new change request.
Title | Description |
| ID | 155 |
Parameter Name | CHG_INITIAL_PHASE |
Parameter Description | This parameter sets the initial Phase for a new change request. When a new change request is saved for the first time, the value for the Phase field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator. |
Default value | Blank |
Valid value | Text |
Impact Area | Ticket lifecycle workflow |
Appears on Interface | Agent |
CHG_DISABLE_USER_EDITING_TICKET_STATUS
This parameter controls ability of Analysts to edit change tickets in specified statuses.
Title | Description |
| ID | 295 |
Parameter Name | CHG_DISABLE_USER_EDITING_TICKET_STATUS |
Parameter Description | Set values of Status at which to restrict editing of a change request. Any change requests in the Default specified statuses or status that is specified by the administrator in this parameter cannot be edited. The ticket can be accessed in read-only mode. |
Default value | Resolved and Closed |
Valid value | Text from lookup options |
Impact Area | Change Request updates |
Appears on Interface | All users |
CHG_REQUESTER_REPLY_STATUS
This parameter manages the Status that gets applied when as Requester replies to or updates a change ticket.
Title | Description |
| ID | 782 |
Parameter Name | CHG_REQUESTER_REPLY_STATUS |
Parameter Description | This parameter defines the Status value to be set on the change request when an email response is received from ticket’s Requester or Requested For contact or it is manually updated by a self-service user. It enables the administrator to specify a status to automatically update the Status of the change request based on the Email interaction with the Requester or Requested For user or based on the manual update by Self-Service User. |
Default value | Blank |
Valid value | Text (dropdown options) |
Impact Area | Change Ticket – Status field |
Appears on Interface | Analysts |
CHG_REQUESTER_REPLY_REASON_CODE
This parameter manages the Reason Code that gets applied when a Requester replies to or updates a change ticket.
Title | Description |
| ID | 611 |
Parameter Name | CHG_REQUESTER_REPLY_REASON_CODE |
Parameter Description | This parameter defines the reason code to be set on the change request when an Email response is received from ticket’s Requester or Requested For contact or it is manually updated by an end user. It enables the Administrator to provide a text (for example, Responded by User) to be automatically populated in the Reason Code field of the change request, to indicate Email interaction with Requester or Requested For or manual update by the end user. |
Default value | Blank |
Valid value | Text |
Impact Area | Change ticket - Reason Code field |
Appears on Interface | Analysts |
CHG_ENABLE_CUSTOM_FIELDS
This parameter controls the ability to display custom fields on change tickets.
Title | Description |
| ID | 700 |
Parameter Name | CHG_ENABLE_CUSTOM_FIELDS |
Parameter Description | If the parameter is set to Yes, the Additional Information tab on the change request, along with Custom Fields associated to the Change Ticket displays. Setting the parameter value to No hides the Additional Information tab disables the ability to capture information for Custom Fields on a Change Ticket. |
Default value | Yes |
Valid value | Yes/No |
Impact Area | Change Ticket- Additional Information tab |
Appears on Interface | Analysts |
CHG_INITIAL_PRIORITY
This parameter sets the default Priority value for change tickets.
Title | Description |
| ID | 884 |
Parameter Name | CHG_INITIAL_PRIORITY |
Parameter Description | Set the Default Priority for a new change request. The system default is Medium (Code 3), which represents the most common value users can assign and requires user to change it only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Priority field. Administrator can specify any other valid priority value, which is based on the needs of the User organization. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Change Ticket- Priority field |
Appears on Interface | Analysts |
CHG_INITIAL_SOURCE
This parameter sets the default Source value for change tickets.
Title | Description |
| ID | 885 |
Parameter Name | CHG_INITIAL_SOURCE |
Parameter Description | Set the default value for Source for a new change request. The default value is Web (Code 4). The Default initial Source represents the most common mode of user interaction with Service Desk. It requires Agent User to change the value only if necessary for a specific ticket. Administrator can specify any other valid value for the Source field, which is based on the most common mode of interaction for the user organization. |
Default value | Web |
Valid value | Dropdown options |
Impact Area | Change Ticket- Source field |
Appears on Interface | Analysts |
CHG_INITIAL_URGENCY
This parameter sets the default value for Urgency on new change tickets.
Title | Description |
| ID | 886 |
Parameter Name | CHG_INITIAL_URGENCY |
Parameter Description | Set the default value for Urgency for a new change request. The default value is medium (Code 2). The default initial value for Urgency represents the most common value that the users can assign and requires a user to change the value only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Urgency field. The Administrator can specify any other valid Urgency value that is based on the needs of the User organization. |
Default value | Medium |
Valid value | Dropdown options |
Impact Area | Change Ticket- Urgency field |
Appears on Interface | Analysts |
CHG_INITIAL_IMPACT
This parameter sets the default value for Impact for a new change ticket.
Title | Description |
| ID | 887 |
Parameter Name | CHG_INITIAL_IMPACT |
Parameter Description | Set the default value for Impact for a new change request. The default value is medium (Code 2). The default initial value for Impact represents the most common value users can assign and requires user to change it only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Impact field. The Administrator can specify any other valid Impact value that is based on the needs of the User organization. |
Default value | Medium |
Valid value | Drop-down Options |
Impact Area | Change Ticket- Impact field |
Appears on Interface | Analysts |
CHG_ENABLE_APPROVAL_ROUTING
This parameter manages setting up of Multi-Level Approval and Approval Routing workflow.
Title | Description |
| ID | 907 |
Parameter Name | CHG_ENABLE_APPROVAL_ROUTING |
Parameter Description | Setting the value to Yes, enables configuring multi-tiered approval routing workflow processes for change requests. When enabled, the change request displays the Approval tab with the relevant details such as Approval Phase, Names of Approvers and Reviewers, Status of Approval, Decisions and so on. In addition, workflow actions that are configured by the administrator for submitting change requests for approval and withdrawing change from approval can be accessed in the Action for the ticket. Notification and reminders related to the approval process is sent to approvers and reviewers and other participants as per workflow configured. approvers and reviewers can view My Outstanding Approvals information and interact to record their decisions. Set the parameter value to No to disable and Hide all the above approval-related functions and features. |
Default value | Yes |
Valid value | Yes/No |
Impact Area | Change Approval Process |
Appears on Interface | Analysts and Admin |
CHG_WORKLOG_REQUIRED_FIELDS_LIST
This parameter controls which fields on the change worklog section are marked as Required field before a change ticket is saved.
Title | Description |
| ID | 928 |
Parameter Name | CHG_WORKLOG_REQUIRED_FIELDS_LIST |
Parameter Description | Set the worklog fields which you would like to mark as required fields when adding a worklog for change tickets. The fields that are specified as mandatory, it requires the user to provide a value compulsorily. If the value is not available, a message asking the user to provide the value before saving the Ticket record. |
Default value | Blank |
Valid value | Available Checkbox options |
Impact Area | Change Ticket- Worklog fields |
Appears on Interface | Analysts |
CHG_DEFAULT_ASSIGNMENT_GROUP
This parameter controls the display of the Requested on Behalf of tab in change tickets.
Title | Description |
| ID | 930 |
Parameter Name | CHG_DEFAULT_ASSIGNMENT_GROUP |
Parameter Description | Set the default support group to which incoming change requests get assigned, when no assignment rules get executed. The change request gets assigned to the identified group, the Assigned To Group field gets set, and the Status is set to the default initial status. The Change Ticket is then visible to the members of the Assigned Group in the Ticket List (change request List and Ticket List under Home). The Administrator can specify any support group ID to which all new change requests get assigned for processing. |
Default value | 1 |
Valid value | Group ID |
Impact Area | Change Ticket- Assigned Group field |
Appears on Interface | Analysts |
CHG_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
Title | Description |
| ID | 952 |
Parameter Name | CHG_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS |
Parameter Description | Sets the initial source (origin) for a new change request created through conversion of incoming emails. |
Default value | |
Valid value | Pager, Phone, Walk-in, Web, Demo, Chat, Scratchpad, Mobile |
Impact Area | Change Ticket - Source field |
Appears on Interface | Analysts, Administrator |
CHG_DISABLE_USER_EDITING_AFFECTED_CI_AND_LOCATIONS
Title | Description |
| ID | 699 |
Parameter Name | CHG_DISABLE_USER_EDITING_AFFECTED_CI_AND_LOCATIONS |
Parameter Description | Controls whether or not to allow users to edit the values for Affected Configuration Items (CI) and Affected Locations for change requests. |
Default value | Yes |
Valid value | Yes/No |
Impact Area | Change Ticket - CIs Affected and Locations Affected fields |
Appears on Interface | Analysts, Administrator |
© 2019 Serviceaide 1-650-206-8988 http://www.serviceaide.com info@serviceaide.com