Problem Management Parameters
PRB_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 | 1059 |
Parameter Name | PRB_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS |
Parameter Description | Set values of Status at which to restrict viewing the workflow actions of a problem 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 |
VIEW_SEVERITY_ON_PROBLEM
| Title | Description |
| ID | 124 |
| Parameter Name | VIEW_SEVERITY_ON_PROBLEM |
| Parameter Description | This parameter controls display of the Severity field in the General Information tab on Problem Tickets |
| Default Value | Yes |
| Valid Value | Radio Button Options |
| Impact Area | Problem Ticket |
| Appears on Interface | Agent |
PRB_INITIAL_STATUS
This parameter manages the default value for Status of New Problem Tickets.
Title | Description |
| ID | 143 |
Parameter Name | PRB_INITIAL_STATUS |
Parameter Description | Set a default value to be assigned to the Status field of a Problem Ticket when it is first saved. The system default value is New. Set an alternate value from available options. When a new Problem Ticket is saved for the first time, the value for the Status field is set to the default value set by the administrator. |
Default Value | New |
Valid Value | Text From Dropdown options |
Impact Area | Problem Ticket Status field |
Appears on Interface | Agent |
PRB_INITIAL_REASON_CODE
This parameter controls the Reason Code value that displays on new Problem Tickets.
Title | Description |
| ID | 144 |
Parameter Name | PRB_INITIAL_REASON_CODE |
Parameter Description | Set a default value to be assigned to the Reason Code field of a Problem Ticket when it is first saved. The system default value is None. Set an alternate value as appropriate. When a new Problem Ticket is saved for the first time, the value for the Reason Code field is automatically set to the default value set by the administrator. |
Default value | None |
Valid value | Text |
Impact Area | Problem Ticket Reason Code field |
Appears on Interface | Agent |
PRB_INITIAL_PHASE
This parameter controls the value that displays in the Phase field of Problem Tickets.
Title | Description |
| ID | 157 |
Parameter Name | PRB_INITIAL_PHASE |
Parameter Description | Set a default value to be assigned to the Phase field of a Problem Ticket when it is first saved. The system default value is Investigation. Set an alternate value as appropriate. When a new Problem Ticket is saved for the first time, the value for the Phase field is automatically set to the default value set by the administrator. |
Default value | Investigation |
Valid value | Text |
Impact Area | Problem Ticket Phase field |
Appears on Interface | Agent |
PRB_DISABLE_USER_EDITING_TICKET_STATUS
This parameter controls the statuses at which a problem ticket cannot be edited.
Title | Description |
| ID | 296 |
Parameter Name | PRB_DISABLE_USER_EDITING_TICKET_STATUS |
Parameter Description | This parameter sets the Status values which restrict Problem Ticket editing. The system default values are Resolved and Closed. Users cannot edit Problem Tickets with this status because the tickets are in a read-only mode. Set alternate values from available options. |
Default value | Resolved/Closed |
Valid value | Text from dropdown options |
Impact Area | Problem Ticket updates |
Appears on Interface | Agent |
PRB_REQUESTER_REPLY_STATUS
This parameter controls the Status that is updated when a requester updates or replies to Problem Tickets.
Title | Description |
| ID | 784 |
Parameter Name | PRB_REQUESTER_REPLY_STATUS |
Parameter Description | This parameter defines the Status value to be set on the Problem Ticket when an email response is received from ticket Requester or Affected User contact, or it is manually updated by a Self-Service User. The default value is Blank. The valid values are the Ticket Status values. This value lets the administrator specify a status (for example, Queued) to automatically update the Status of the Problem Ticket, which is based on Email interaction with Requester or Affected User or manual update by Self-Service user. |
Default value | Blank |
Valid value | Text from dropdown options |
Impact Area | Problem Ticket Status field |
Appears on Interface | Agent |
PRB_REQUESTER_REPLY_REASON_CODE
This parameter controls the Reason Code that is updated when a requester updates or replies to Problem Tickets.
Title | Description |
| ID | 613 |
Parameter Name | PRB_REQUESTER_REPLY_REASON_CODE |
Parameter Description | This parameter defines the Reason Code to be set on the Problem ticket when an email response is received from ticket Requester or Requested For contact, or it is manually updated by Self-Service users. The default is No value. This parameter lets the administrator provide text (for example, Responded by User) populate the Reason Code field of the Problem ticket to indicate the email interaction with Requester or Requested For or manual update by Self-Service users. |
Default value | Blank |
Valid value | Text |
Impact Area | Problem Ticket Reason Code field |
Appears on Interface | Agent |
PRB_ENABLE_CUSTOM_FIELDS
This parameter controls the ability to add Custom Fields to Problem Tickets.
Title | Description |
| ID | 702 |
Parameter Name | PRB_ENABLE_CUSTOM_FIELDS |
Parameter Description | When the parameter value is set to Yes, the custom fields that are associated with the ticket display in Additional Information tab of problem tickets. Custom fields allow tracking information in addition to the standard fields for Problem Ticket. Selecting parameter value No hides the Additional Information tab. The custom fields do not display on Problem Tickets. |
Default value | Yes |
Valid value | Yes/No |
Impact Area | Problem Ticket Additional Information tab |
Appears on Interface | Agent |
PRB_INITIAL_PRIORITY
This parameter controls the default Priority field value for a new Problem Ticket.
Title | Description |
| ID | 892 |
Parameter Name | PRB_INITIAL_PRIORITY |
Parameter Description | This parameter sets the initial value Priority field for a new Problem Ticket. The system default is Medium (Code 3). You can choose an alternate value from the available options. The default initial value for Priority represents the most common value users can assign. Users can change it if necessary for a specific ticket. Setting a Default initial value also ensures proper functioning of processes which cannot accept a blank Priority field. All new Problem Tickets carry the default Priority field value. |
Default value | Medium |
Valid value | Text from Dropdown options |
Impact Area | Problem Ticket Priority field |
Appears on Interface | Agent |
PRB_INITIAL_SOURCE
This parameter sets the default value for Source of a Problem Ticket.
Title | Description |
| ID | 893 |
Parameter Name | PRB_INITIAL_SOURCE |
Parameter Description | This parameter sets the initial value for the Source field for a new Problem Ticket. The system default is Web (Code 4). You can specify any alternate value from available options. The default initial value for Source represents the most common mode of user interaction with Service Desk. Users can change the value if necessary for a specific ticket. All new Problem Tickets carry the default Priority field value. |
Default value | Web |
Valid value | Text from Dropdown options |
Impact Area | Problem Ticket Source field |
Appears on Interface | Agent |
PRB_INITIAL_URGENCY
This parameter controls the default Urgency field value for a new Problem Ticket.
Title | Description |
| ID | 894 |
Parameter Name | PRB_INITIAL_URGENCY |
Parameter Description | This parameter sets the initial value for the Urgency field for a new Problem Ticket. The system default is Medium (Code 2). You can choose any alternate value from the available options. The default initial value for Urgency represents the most common value users can assign. Users can change it if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a blank Urgency field. All new Problem Tickets carry the default Urgency field value. |
Default value | Medium |
Valid value | Text from Dropdown options |
Impact Area | Problem Ticket Urgency field |
Appears on Interface | Agent |
PRB_INITIAL_IMPACT
This parameter controls the default Impact field value for a new Problem Ticket.
Title | Description |
| ID | 895 |
Parameter Name | PRB_INITIAL_IMPACT |
Parameter Description | This parameter sets the initial value for Impact for a new Problem Ticket. The system default is Medium (Code 2). You can choose an alternate value from the available options. The default initial value for Impact represents the most common value users can assign. Users can change it if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a blank Impact field. All new Problem Tickets carry the default Urgency field value. |
Default value | Medium |
Valid value | Text from Dropdown options |
Impact Area | Problem Ticket Impact field |
Appears on Interface | Agent |
PRB_ENABLE_APPROVAL_ROUTING
This parameter controls the ability to set up Approval Routing for Problem Tickets.
Title | Description |
| ID | 909 |
Parameter Name | PRB_ENABLE_APPROVAL_ROUTING |
Parameter Description | When the parameter value is set to Yes, multitiered approval routing for problem tickets gets enabled. The administrator can configure workflow actions for the Submit for Approval and Withdraw from Approval for problem tickets. All problems pending approval display in the My Outstanding Items workspace. Set the parameter value to Yes to enable Approval Routing for problem tickets. |
Default value | No |
Valid value | Yes/No |
Impact Area | Problem Ticket Approval Process |
Appears on Interface | All Users |
PRB_WORKLOG_REQUIRED_FIELDS_LIST
This parameter manages the fields in the worklog section that are to be marked as Required Fields.
Title | Description |
| ID | 926 |
Parameter Name | PRB_WORKLOG_REQUIRED_FIELDS_LIST |
Parameter Description | Set the Worklog field where you would like inputs to be mandatory when adding a worklog for problem tickets. The fields that are specified as mandatory require a user to provide a value. When the value is not available, a message asking the user to provide the value before saving the Ticket record displays. |
Default value | All checkboxes unchecked |
Valid value | Checkbox options |
Impact Area | Problem Ticket Worklog fields |
Appears on Interface | Agent |
PRB_DEFAULT_ASSIGNMENT_GROUP
This parameter controls the Default Group to which Problem Tickets get assigned.
Title | Description |
| ID | 931 |
Parameter Name | PRB_DEFAULT_ASSIGNMENT_GROUP |
Parameter Description | This parameter defines the default support group to which incoming Problem Ticket must be assigned when no assignment rules execute. The system default value is 1 (Administration Group). You can choose any alternate group to which problem tickets must be assigned to for processing. The Problem Ticket gets assigned to the default group, with Assigned to Group name displayed in Assigned to field. The Status and Reason Code are set to the default Initial Status and Reason Code that is defined by the administrator. |
Default value | 1 |
Valid value | Group ID |
Impact Area | Problem Ticket Assigned to Group field |
Appears on Interface | Agent |
PRB_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
| Title | Description |
| ID | 953 |
| Parameter Name | PRB_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS |
| Parameter Description | This parameter sets the initial source (origin) for a new problem created via conversion of incoming emails. |
| Default Value | |
| Valid Value | Drop-down list |
| Impact Area | Problem Tickets |
| Appears on Interface | Agent |
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