Request Management Parameters

The slice configuration parameters that are listed below control features related to request fulfillment. They are categorized under the Parameter Category Request Management in the Manage Slice Configuration form.

SRQ_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	1055
Parameter Name	SRQ_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS
Parameter Description	This parameter sets the Status values which restrict the workflow view access to service request Tickets. The system default value is Closed.
Default value	Closed
Valid value	Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted
Impact Area	Service Request workflow Updates
Appears on Interface	All users

SRQ_INITIAL_STATUS

This parameter controls the default value for the Status field of New service request.

Title	Description
ID	141
Parameter Name	SRQ_INITIAL_STATUS
Parameter Description	Set a default value to be assigned to the Status field of a service request when it is first saved. The system default value is New. Set an alternate value as appropriate. When a new service request is saved for the first time, the value for the Status field is automatically set to the default value set by the administrator.
Default value	New
Valid value	Dropdown options
Impact Area	Ticket Lifecycle workflow- Status
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_INITIAL_REASON_CODE

This parameter controls the default value for the Status field of a New service request.

Title	Description
ID	142
Parameter Name	SRQ_INITIAL_REASON_CODE
Parameter Description	Set a default value to be assigned to the Reason Code field of a service request when it is first saved. The system default value is None. Set an alternate value as appropriate. When a new service request is saved for the first time, the value for the Reason Code field is set to the default value set by the administrator.
Default value	None
Valid value	Text
Impact Area	Ticket Lifecycle workflow- Reason Code
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_DEFAULT_ASSIGNMENT_GROUP

This parameter controls the default assignment group for New service request.

Title	Description
ID	151
Parameter Name	SRQ_DEFAULT_ASSIGNMENT_GROUP
Parameter Description	Set the default support group to which incoming service requests get assigned when no assignment rule is executed. The system default value is 1 (Administration Group). The new service request gets assigned to the default group with Group Name displayed in Assigned to field. The Status and Reason Code of the new service request are set as default Initial Status and Initial Reason Code.
Default value	1
Valid value	Support Group ID
Impact Area	Service Request Assigned to Group field
Appears on Interface	Agent

SRQ_INITIAL_PHASE

This parameter controls the default value for the Phase field of New service request.

Title	Description
ID	154
Parameter Name	SRQ_INITIAL_PHASE
Parameter Description	Set a default value to be assigned to the Phase field of a service request when it is first saved. The system default value is Request Preparation. Set an alternate value as appropriate. When a new service request is saved for the first time, the value for the Phase field is set to the default value set by the administrator.
Default value	Validation
Valid value	Text
Impact Area	Service Request Phase field
Appears on Interface	Agent

SRQ_DISABLE_USER_EDITING_TICKET_STATUS

This parameter controls the status at which a service request Ticket cannot be edited.

Title	Description
ID	294
Parameter Name	SRQ_DISABLE_USER_EDITING_TICKET_STATUS
Parameter Description	This parameter sets the Status values which restrict the edition to service request Tickets. The system default values are Resolved or Closed. Users cannot edit Problem Tickets in any of the specified status and can be accessed in Read Only mode. Set alternate values from available options.
Default value	Resolved and Closed
Valid value	Text from dropdown options
Impact Area	Service Request Updates
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_REQUESTER_REPLY_REASON_CODE

This parameter manages to Reason Code to be set when requester updates the service request.

Title	Description
ID	610
Parameter Name	SRQ_REQUESTER_REPLY_REASON_CODE
Parameter Description	This parameter defines the Reason Code to be set on the service request 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) to be automatically populated in the Reason Code field of the service request, to indicate Email interaction with Requester or Requested For or manual update by Self-Service users.
Default value	Blank
Valid value	Text
Impact Area	Service Request Updates
Appears on Interface	Agent

SRQ_REQUESTER_REPLY_STATUS

This parameter manages to Status to be set when requester updates the service request.

Title	Description
ID	781
Parameter Name	SRQ_REQUESTER_REPLY_STATUS
Parameter Description	This parameter defines the Status value to be set on the service request when an email response is received from ticket Requester or Requested For contact, or it is manually updated by Self-Service users. The default value is Blank. The valid value is same as the Ticket Status value. This value lets Administrators specify a status (for example, Queued ) to automatically update the Status of the service request, which is based on email interaction with Requester or Requested For or manual update by Self-Service user.
Default value	Blank
Valid value	Text from dropdown
Impact Area	Service Request Status field
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_ENABLE_CUSTOM_FIELDS

This parameter manages display of Custom Fields in the Additional Information tab of service requests.

Title	Description
ID	651
Parameter Name	SRQ_ENABLE_CUSTOM_FIELDS
Parameter Description	When the parameter value is set to Yes, the Additional Information tab displays on the service request, with the Customs Fields associated with the Ticket. Custom Fields allow tracking information in addition to the standard fields for service requests. Setting the value to No hides the Additional Information tab and disables the ability to capture information from the custom fields.
Default value	Yes
Valid value	Yes/No
Impact Area	Service Request Additional Information tab
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_INITIAL_PRIORITY

This parameter manages the default value for service request Priority field.

Title	Description
ID	879
Parameter Name	SRQ_INITIAL_PRIORITY
Parameter Description	This parameter sets the initial Priority for a new service request. The system default is Medium (Code 3). You can specify an alternate value from the available options. The default initial 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 service requests display the default priority value.
Default value	Medium
Valid value	Text from dropdown
Impact Area	Service Request Priority Field
Appears on Interface	Agent and SELF-SERVICE USERS

SRQ_INITIAL_SOURCE

This parameter manages the default value for service request Source field.

Title	Description
ID	880
Parameter Name	SRQ_INITIAL_SOURCE
Parameter Description	This parameter sets the initial Source for a new service request. The system default is Web (Code 4). You can specify an alternate value from the available options. The default initial Source 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 Source field. All new service requests display the default Source value.
Default value	Web
Valid value	Text from dropdown
Impact Area	Service Request Source Field
Appears on Interface	Agent

SRQ_INITIAL_URGENCY

This parameter manages the default value for service request Urgency field.

Title	Description
ID	881
Parameter Name	SRQ_INITIAL_URGENCY
Parameter Description	This parameter sets the initial Urgency for a new service request. The system default is Medium (Code 2). You can specify an alternate value from the available options. The default initial Urgency 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 Urgency field. All new service requests display the default Urgency value.
Default value	Medium
Valid value	Text from dropdown
Impact Area	Service Request Urgency Field
Appears on Interface	Agent

SRQ_INITIAL_IMPACT

This parameter manages the field value for service request Impact field.

Title	Description
ID	882
Parameter Name	SRQ_INITIAL_IMPACT
Parameter Description	This parameter sets the initial Impact for a new service request. The system default is Medium (Code 2). You can specify an alternate value from the available options. The default initial Impact 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 Impact field. All new service requests display the default Impact value.
Default value	Medium
Valid value	Text from dropdown
Impact Area	Service Request Urgency Field
Appears on Interface	Agent

SRQ_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS

This parameter manages the Initial Source for tickets that are created through email conversions.

Title	Description
ID	883
Parameter Name	SRQ_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
Parameter Description	This parameter sets the initial Source (origin) for a new service request that is created through conversion of incoming emails into service request. The system default is Email. You can use Advanced Search for tickets, where you can search using Source. Populating a specific value into tickets that are created through conversion of email enables easy search for these tickets.
Default value	Email
Valid value	Text from dropdown
Impact Area	Service Request Source Field
Appears on Interface	Agent

SRQ_ENABLE_APPROVAL_ROUTING

This parameter manages approval routing for service requests.

Title	Description
ID	906
Parameter Name	SRQ_ENABLE_APPROVAL_ROUTING
Parameter Description	When the parameter value is set to Yes, multitiered approval routing for service requests gets enabled. The administrator can configure workflow actions for Submit for Approval and Withdraw from Approval for service requests. All service requests pending approval display in the My Outstanding Items workspace. Set the parameter value to Yes to enable Approval Routing for service requests.
Default value	No
Valid value	Yes/No
Impact Area	Service Request Approval Routing
Appears on Interface	All Users

SRQ_WORKLOG_REQUIRED_FIELDS_LIST

This parameter manages the fields in the worklog section that are to be marked as Required Fields.

Title	Description
ID	925
Parameter Name	SRQ_WORKLOG_REQUIRED_FIELDS_LIST
Parameter Description	Set the worklog field where you would like inputs to be mandatory when adding a worklog for service requests. The fields that are specified as mandatory require users 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 boxes unchecked
Valid value	Checkboxes
Impact Area	Service Request Worklog fields
Appears on Interface	Agent