Self-Service Parameters

The following slice configuration parameters control features and functionality for Self-Service Users (SSU). These parameters are grouped under the Parameter Category Self-Service in the Manage Slice Configuration form.

ALLOW_CLOSED_TICKET_MODIFICATIONS_FOR_SSU

This parameter enables SELF-SERVICE USERS to modify closed tickets.

Title	Description
ID	123
Parameter Name	ALLOW_CLOSED_TICKET_MODIFICATION_FOR_SSU
Parameter Description	When the parameter value is set to Yes, Self-Service users can modify the closed tickets and can add worklogs. When the value is No, the SSU cannot modify tickets with a Closed status.
Default value	No
Valid value	Yes/No
Impact Area	Closed Tickets- Worklog editing by SSU
Appears on Interface	SSU

DAYS_TO_SHOW_CLOSED_TICKET_FOR_SSU_ON_TICKET_LIST

This parameter controls display of closed tickets for end users.

Title	Description
ID	128
Parameter Name	DAYS_TO_SHOW_CLOSED_FOR_SSU_ON_TICKET_LIST
Parameter Description	This parameter sets the number of days closed tickets display on the end-user Ticket list. When the parameter value is set to 1, the closed tickets will show for one day after the closure. When the parameter is set to zero, the closed tickets are not included in the Ticket list.
Default value	1
Valid value	0 or Positive Integer
Impact Area	Ticket Center tab of Service Center workspace
Appears on Interface	End Users

ENABLE_TASK_TICKETS_FOR_SSU

This parameter controls whether the self-service user can view task tickets or not.

Title	Description
ID	955
Parameter Name	ENABLE_TASK_TICKETS_FOR_SSU
Parameter Description	If this Parameter value is set to Yes, the self-service user can view task tickets. The Self-Service user must be a Requestor or Requested for the task to view the task-based report.
Default value	No
Valid value	Yes/No
Impact Area	Report list for end users
Appears on Interface	End-user reports

SSU_VIEW_MY_REQUESTS_ONLY

This parameter controls SSU ability to view tickets that were logged by others in their organization.

Title	Description
ID	391
Parameter Name	SSU_VIEW_MY_REQUEST_ONLY
Parameter Description	When the parameter value is set to "Yes", the SSUs can view only the tickets logged by themselves in the My Tickets tab. When the parameter is set to "No", the application provides SSUs with an option to also view the tickets logged by the other SSUs in their organization. SSUs can enable this feature by selecting Yes under the Show My Organization's Tickets option on My Tickets tab.
Default value	No
Valid value	Yes/No
Impact Area	Inclusion on organization tickets in SSU Home Page, Ticket List, Search Requests, and Global Search
Appears on Interface	SSU

SSU_SHOW_RELATED_CONFIGURATION_ITEMS_SECTION

This parameter controls SSU ability to view and relate Configuration Items to a ticket.

Title	Description
ID	425
Parameter Name	SSU_SHOW_RELATED_CONFIGURATION_ITEMS_SECTION
Parameter Description	When the parameter value is set to "Yes" it displays the Related Configuration Items section when SSU accesses a Request form to create a new Request. This section allows SSU to search for Configuration Items and select the ones he/she wants to relate to the Request. If the parameter value is set to "No", the Related Configuration items section is not displayed and SSU cannot relate CIs to Request or view CIs related to the Request by Agents.
Default Value	Yes
Valid Value	Yes/No
Impact Area	SSU Submit Request form
Appears on Interface	SSU

SSU_ATTACHMENT_COMPLIANCE_MESSAGE

This parameter controls the Attachment Compliance message displayed.

Title	Description
ID	426
Parameter Name	SSU_ATTACHMENT_COMPLIANCE_MESSAGE
Parameter Description	This parameter allows Administrator to compose an alternative Message text to display in the Attachment Section for SSU Request form. If the system default message is not modified, the given default Message gets displayed.
Default value	Avoid attaching or uploading files which contain nonpublic personal information.
Valid value	Text
Impact Area	SSU Request form Attachment section
Appears on Interface	SSU

SSU_SHOW_COMMUNICATION_WORKLOGS

This parameter controls the display of communication worklogs on SSU tickets.

Title	Description
ID	669
Parameter Name	SSU_SHOW_COMMUNICATION_WORKLOGS
Parameter Description	This parameter sets restrictions to the communication that is included in SSU Request worklog. If the parameter value is set as None, no Communication Logs are shown on the ticket. When Only Incoming is selected, only the communications marked as incoming are visible to the SSU. When both incoming and outgoing options are selected, all communications are displayed.
Default value	None
Valid value	None, Incoming, Incoming, and Outgoing
Impact Area	SSU Request – Communication entries in Worklogs
Appears on Interface	SSU

SSU_MANDATORY_REQUEST_FIELD_LIST

This parameter enables marking fields on SSU ticket as mandatory fields.

Title	Description
ID	937
Parameter Name	SSU_MANDATORY_REQUEST_FIELD_LIST
Parameter Description	This parameter specifies the fields on SSU Requests that are validated as required fields on the Submit action. You can choose multiple fields from the options available to be marked as Required fields.
Default value	Name, Details
Mandatory value	These are the parameter values that can be selected to make as mandatory fields while creating a ticket, for the SSU. Name, Phone No, Email Address, Details, Type (CCTI), Urgency, Priority, Attachments, Configuration Item
Valid value	Checkbox Options
Impact Area	SSU Request creation and submit
Appears on Interface	SSU

DISABLE_SLA_INFO_FOR_SSU

This parameter enables SLA information to be shown or hidden for Self-Service Users. Some organizations use SLA's to manage internal processes but do not want to expose that information to Self-Service Users. This parameter supports that use case by hiding all Service Level information from the Service Center workspace including on the list or grid as well as the export feature on the My Tickets tab.

Title	Description
ID	1006
Parameter Name	DISABLE_SLA_INFO_FOR_SSU
Parameter Description	This parameter determines if Service Level Activity (SLA) information is available to self-service users. Defaults to a value of "No" meaning SLA information is available to Self-Service Users in Service Center When value set to "Yes", SLA information is hidden from Self-Service Users in Service Center
Default value	No
Impact Area	SLA information for SSU
Appears on Interface	SSU