Task Management Parameters
TSK_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 | 1057 |
Parameter Name | TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS |
Parameter Description | This parameter sets the workflow actions to hidden and restrict task ticket editing. 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 | Task Ticket-workflow actions |
Appears on Interface | Agent |
TSK_INITIAL_STATUS
This parameter manages the default Status value for new task tickets.
Title | Description |
| ID | 149 |
Parameter Name | TSK_INITIAL_STATUS |
Parameter Description | This parameter sets the initial status for a new task ticket. The default value is New. You can change its value. When a new task ticket is saved for the first time, the value for the Status field is automatically set to default value set by the Administrator. |
Default value | New |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Status field |
Appears on Interface | Agent |
TSK_INITIAL_REASON_CODE
This parameter controls the default Reason Code value of new task tickets.
Title | Description |
| ID | 150 |
Parameter Name | TSK_INITIAL_REASON_CODE |
Parameter Description | This parameter sets the initial Reason Code for a new task ticket. The system default value is None. You can set an alternate value as applicable. When a new task ticket is saved for the first time, the value for the Reason Code field is automatically set to this default value set by the Administrator. |
Default value | None |
Valid value | Text |
Impact Area | Task Ticket- Reason Code field |
Appears on Interface | Agent |
TSK_INITIAL_PHASE
This parameter controls the Phase value for new task tickets.
Title | Description |
| ID | 158 |
Parameter Name | TSK_INITIAL_PHASE |
Parameter Description | This parameter sets the Initial phase for a new task ticket. The system default is task ticket Recording. You can choose an alternate appropriate value. When a new task ticket is saved for the first time, the value for the Phase field is automatically set to this default value set by the Administrator. |
Default value | Task Ticket Recording |
Valid value | Text |
Impact Area | Task Ticket- Phase field |
Appears on Interface | Agent |
TSK_DISABLE_USER_EDITING_TICKET_STATUS
This parameter controls the status at which task tickets cannot be edited.
Title | Description |
| ID | 298 |
Parameter Name | TSK_DISABLE_USER_EDITING_TICKET_STATUS |
Parameter Description | This parameter sets the Status values to restrict task ticket editing. System default values are Resolved, Closed. You can specify other statuses. Users cannot edit the task tickets in any specified status. The task tickets can be accessed in only read-only mode. |
Default value | Resolved, Closed |
Valid value | Text |
Impact Area | Task Ticket- Updates |
Appears on Interface | Agent |
LOCK_TASK_NAME_FOR_TASKS_CREATED_USING_TEMPLATE
This parameter enables locking of the Task Name field in task tickets.
Title | Description |
| ID | 389 |
Parameter Name | LOCK_TASK_NAME_FOR_TASKS_CREATED_USING_TEMPLATE |
Parameter Description | When this parameter value is set to Yes, the Task Name field is locked for editing for the Task tickets created using task templates or the Request Catalog for a Self-Service User. When the value is set to No, it permits editing of the Task Name field for the task tickets created using task templates. |
Default value | No |
Valid value | Yes/No |
Impact Area | Task Ticket- Updates |
Appears on Interface | Agent |
TSK_REQUESTER_REPLY_REASON_CODE
This parameter controls the Reason Code setting when the requester updates a task ticket.
Title | Description |
| ID | 614 |
Parameter Name | TSK_REQUESTER_REPLY_REASON_CODE |
Parameter Description | This parameter defines the Reason Code to be set on the task ticket when an email response is received from the ticket Requester or the Contact Person for the Task. The default value is No. This parameter lets the Administrator provide text (for example, Responded by User) to automatically populate in the Reason Code field of the task ticket to indicate email interaction with Requester or Contact Person for the Task. |
Default value | Blank |
Valid value | Text |
Impact Area | Task Ticket- Reason Code field |
Appears on Interface | Agent |
TSK_REQUESTER_REPLY_STATUS
This parameter manages the Status value displayed with the requester updates a task ticket.
Title | Description |
| ID | 785 |
Parameter Name | TSK_REQUESTER_REPLY_STATUS |
Parameter Description | This parameter defines the Status value to be set on the task ticket when an email response is received from ticket Requester or Contact Person for Task or it is manually updated by an SSU. Default is Blank. The valid values are Ticket Status values. This parameter lets the Administrator specify a status (for example, Queued ) to automatically update the Status of the task ticket, based on the email interaction with Requester or Contact Person for Task or manual update by a Self-Service User. |
Default value | Blank |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Status field |
Appears on Interface | Agent |
TSK_ENABLE_CUSTOM_FIELDS
This parameter manages the use of Custom Fields on task tickets.
Title | Description |
| ID | 703 |
Parameter Name | TSK_ENABLE_CUSTOM_FIELDS |
Parameter Description | Setting to parameter value to Yes (Default), enables the display of Custom Fields in the Additional Information tab for the task ticket. Custom fields allow tracking information in addition to the standard fields for task tickets. When the value is set to No, the Additional Information tab on the task ticket is hidden and custom field-related information is not captured. |
Default value | Yes |
Valid value | Yes/No |
Impact Area | Task Ticket- Additional Information tab |
Appears on Interface | Agent |
TSK_INITIAL_PRIORITY
This parameter manages the default value for Priority of new task tickets.
Title | Description |
| ID | 896 |
Parameter Name | TSK_INITIAL_PRIORITY |
Parameter Description | Set the initial Priority for a new task ticket. The default is Medium (Code 3). You can modify the initial Priority to an acceptable alternative value. The default initial value for Priority represents the most common value users can assign. Users can change the default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Priority field. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Priority Field |
Appears on Interface | Agent |
TSK_INITIAL_SOURCE
This parameter manages the default value for Source of new task tickets.
Title | Description |
| ID | 897 |
Parameter Name | TSK_INITIAL_SOURCE |
Parameter Description | Set the initial Source for a new task ticket. The System default value is Web (Code 4). You can modify the initial Source it to an acceptable alternative value. The default initial value for Source represents the most common value that users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Source field. |
Default value | Web |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Source Field |
Appears on Interface | Agent |
TSK_INITIAL_URGENCY
This parameter manages the default value for Urgency for new task tickets.
Title | Description |
| ID | 898 |
Parameter Name | TSK_INITIAL_URGENCY |
Parameter Description | Set the initial Urgency for a new task ticket. The default value is Medium (Code 2). You can modify it to an alternate acceptable value. The default initial value for Urgency represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Urgency field. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Task Ticket- Urgency Field |
Appears on Interface | Agent |
TSK_INITIAL_IMPACT
This parameter manages the default value for Impact for new task tickets.
Title | Description |
| ID | 899 |
Parameter Name | TSK_INITIAL_IMPACT |
Parameter Description | Set the initial Impact for a new Task Ticket. System default is Medium (Code 2). You can modify it to an acceptable alternative value. The default initial value for Impact represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Impact field. |
Default value | Medium |
Valid value | Dropdown Options |
Impact Area | Task Ticket-Impact Field |
Appears on Interface | Agent |
TSK_ENABLE_APPROVAL_ROUTING
This parameter enables approval routing for task tickets.
Title | Description |
| ID | 910 |
Parameter Name | TSK_ENABLE_APPROVAL_ROUTING |
Parameter Description | When the parameter value is set to Yes, multitiered approval routing for task tickets is enabled. The Administrator can configure the workflow actions for Submit for Approval and can Withdraw from Approval for task tickets. All task tickets pending approval display in the My Outstanding Items workspace. Set the parameter value to Yes to enable Approval Routing for task tickets. |
Default value | No |
Valid value | Yes/No |
Impact Area | Task Ticket-Approval Routing |
Appears on Interface | All Users |
TSK_WORKLOG_REQUIRED_FIELDS_LIST
This parameter manages the fields in the worklog section that are to be marked as Required Fields.
Title | Description |
| ID | 929 |
Parameter Name | TSK_WORKLOG_REQUIRED_FIELDS_LIST |
Parameter Description | Set the worklog field where you would like inputs to be mandatory when adding a worklog for task 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 Boxes unchecked |
Valid value | Checkboxes |
Impact Area | Task Ticket Worklog fields |
Appears on Interface | Agent |
DEFAULT_REQUESTER_FOR_TASK_TICKETS
This parameter controls the default requester details on task tickets.
Title | Description |
| ID | 933 |
Parameter Name | DEFAULT_REQUESTER_FOR_TASK_TICKETS |
Parameter Description | Set the default Requester for task tickets using this parameter. The system default is Logged in Individual. You can choose from the available valid options. The Requester and Requested For of the task ticket is set as per the above configuration in all the task creation scenarios. If the Requester cannot be resolved to a valid contact for whatever reason, the Requester is set to blank. |
Default value | Logged in Individual |
Valid value | Logged in Individual / Parent Ticket Requester / Parent Ticket Owner |
Impact Area | Task Ticket- Requester tab |
Appears on Interface | Agent |
ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES
This parameter enables applying auto routes to task templates.
Title | Description |
Parameter Name | ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES |
Parameter Description | When the value is set to No, the system continues to behave in the current manner. Auto routes are not applied to the tasks created using the templates from Task Information tab or Auto Create Task workflow action. When the parameter value is set to Yes, it disables the Auto Assign Action functionality. The Auto Assign Action and Assign on Create fields on the task template screen are disabled. Also, the Assign All field on the tickets is disabled. In this case, the system automatically assigns the tasks, based on the auto routes defined with Override Auto Routing flag for Template set to No. The user should be able to reassign the tasks after creation in the usual manner. The Administrator can also use the Override Auto Routing flag to prevent the specific templates from getting auto routed. |
Default value | No |
Valid value | No |
Impact Area | Task Tickets (Using Template) leading to Auto Route |
Appears on Interface | Agent and Administrator |
NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED_TASK
This parameter sets the reminder period for approved Task tickets that have not been completed.
Title | Description |
| ID | 965 |
Parameter Name | NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED_TASK |
Parameter Description | Sets the Time Interval (in Hrs.) to be kept between notifications that are sent to Assigned Group or Assigned Individual for approved task tickets that have not been completed as planned. When the set time interval elapses after the Planned End Date specified in the task schedule, a notification is sent to alert the Assigned Group and Assigned Individual about the pending task. |
Default value | 24 hours |
Valid value | Number (time in hours) |
Impact Area | Task Approval Process Communications |
Appears on Interface | Ticket activity and communication history |
TIME_BEFORE_OUTSTANDING_TASK_APPROVAL_CHECK
This parameter controls the Pending Approval Reminder notification for a task ticket where the planned start date and planned end date have been specified in the task schedule.
Title | Description |
| ID | 966 |
Parameter Name | TIME_BEFORE_OUTSTANDING_TASK_APPROVAL_CHECK |
Parameter Description | Set a time interval (number of hours before the planned Start Date or Time) of a task ticket to send a reminder notification to the Assigned to Individual and Assigned to Group. The notification informs the recipients that although the planned start date is coming soon, the ticket was not approved, and 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 task ticket. |
Default value | 2 hours |
Valid value | Number (time value) |
Impact Area | Task Approval process communications |
Appears on Interface | Ticket activity and communication history |
NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS_TASK
This parameter controls the interval at which Outstanding Approval Reminders are sent.
Title | Description |
| ID | 967 |
Parameter Name | NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS_TASK |
Parameter Description | Set the Time Interval (in Hrs.) between successive reminder notifications to Approvers for the outstanding approvals. At the set interval, approvers receive reminder notifications about the task pending approval until such time that the approver attends to the outstanding approval. |
Default value | 24 hours |
Valid value | Number (time value) |
Impact Area | Task Approval process communication |
Appears on Interface | Ticket activity and communication history |
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