The Service Desk parameters that are described in this article control the features relating to Service Desk Management. The following configuration parameters are applicable to all tickets, and control the ticket-related functions. These parameters are classified under Parameter Category Service Desk in the Configuration Parameters form.

TRIGGER_WEBHOOKS_ON_ISM_EVENTS

This parameter allows the administrator to enable/disable the flag to trigger webhooks on ISM Events.

Title	Description
Parameter Name	TRIGGER_WEBHOOKS_ON_ISM_EVENTS
Parameter Description	When the parameter value is set to Yes, Any user can select the list of events to which webhooks on ISM Events are to be triggered.
Default Value	No
Valid Value	Yes/No
Impact Area	All Tickets
Appears on Interface	All Users

TICKET_FOLLOWER_FOR_NOTIFICATIONS

This parameter enables a ticket follower to view ticket activities and events,

Title	Description
Parameter Name	TICKET_FOLLOWER_FOR_NOTIFICATIONS
Parameter Description	When the parameter value is set to Yes, Any user who follows the ticket will be notified about the updates and events to the ticket. When the value is No, the Follow/Unfollow button is disabled
Default Value	No
Valid Value	Yes/No
Impact Area	All Tickets
Appears on Interface	All Users

UPDATE_REQUESTER_TO_REQUESTED_FOR_DURING_TICKET_LIFECYCLE

This parameter enables auto-populating REQUESTED FOR field with REQUESTER name on tickets.

Title	Description
Parameter Name	UPDATE_REQUESTER_TO_REQUESTED_FOR_DURING_TICKET_LIFECYCLE
Parameter Description	If this parameter value is set to Yes, when a ticket form is updated the Requester Name is automatically filled into the Requested For field of the ticket during the entire Ticket Lifecycle Requested For is populated with the Requester during initial save irrespective of the config parameter. When the value is set to No, users must manually update the Requested For field during the Ticket Lifecycle
Default Value	No
Valid Value	Yes/No
Impact Area	All Tickets Requested For field
Appears on Interface	All Users

AUTOROUTE_ACTION_BY_LOGGED_IN_USER

This parameter improves reporting to show the user who actually performed the work versus the system Routing Engine.

Title	Description
Parameter Name	AUTOROUTE_ACTION_BY_LOGGED_IN_USER
Parameter Description	On auto-close of a ticket via process flow, the name of the user who created the ticket appears in the Modified By column in Full Activity History instead of Routing Engine. This improves reporting to show the user who actual performed the work versus the system Routing Engine.
Default Value	No
Valid Value	Yes
Impact Area	Activity History in Ticket Details
Appears on Interface	Full Activity History

MAX_ATTACHMENT_SIZE

This parameter controls the file size for attachments that are used across the application.

Title	Description
Parameter Name	MAX_ATTACHMENT_SIZE
Parameter Description	This parameter lets you set the maximum file size (in MB) allowed for attachments. You can use this parameter when the attachment functionality is available for the application.
Default value	3
Valid value	Positive Integer
Impact Area	Under the Attachment tab of various forms like organization, tickets, knowledge article, and CI.
Appears on Interface	All Users

REQUIRE_TIME_TRACKING_ON_ALL_TICKETS

This parameter manages time tracking functionality to enable time that is spent on individual worklogs and the collective time that is spent on tickets.

Title	Description
Parameter Name	REQUIRE_TIME_TRACKING_ON_ALL_TICKETS
Parameter Description	When the parameter value is set to Yes, the Time Spent & Total Time Spent (HH:MM) field displays in the General Information tab with worklog related fields. Time tracking fields display when adding a worklog to a ticket. Select No to hide the Time Spent & Total Time Spent (HH:MM) fields.
Default value	Yes
Valid value	Yes / No
Impact Area	All Tickets - Time Spent field that is associated with each worklog entry.
Appears on Interface	Analysts

COMMUNICATION_TEMPLATES_OMITTED_DURING_EMAIL_DIVERSION

This parameter controls the notifications that are diverted when contacts set an Out of Office flag to divert notifications to a deputy.

Title	Description
Parameter Name	COMMUNICATION_TEMPLATES_OMITTED_DURING_EMAIL_DIVERSION
Parameter Description	This parameter lists the ID numbers of Communication Templates. With these templates, notification emails do not redirect to the deputy when the contact sets the Out of Office flag. The Notifications for these templates are delivered to contact going out of Office. The Contact can view the notifications in their Email.
Default value	-1,-12,-17,-18, and -21
Valid value	Communication Template ID
Impact Area	Email Notifications
Appears on Interface	Not Visible on GUI

REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS

This parameter controls Case ID generation for tickets. Depending on the parameter value, a unique Case ID is generated for all tickets. Cases with a related Case ID can be tracked.

Title	Description
Parameter Name	REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS
Parameter Description	If the parameter value is set to Yes, a unique Case ID is generated for all ticket types. The Case ID - Ticket ID combination becomes the unique identifier for a Ticket. You set the parameter value to No to disable Case ID generation. In this case, a unique Case ID is not generated. A common series is used for each ticket type. For example: All service requests use the 100-Ticket ID. All incident tickets use the 200-Ticket ID.
Default value	Yes
Valid value	Yes / No
Impact Area	Case ID number on all ticket types
Appears on Interface	All Users

APPLY_LIFECYCLE_PHASE_FOR_TICKETS

This parameter controls application of the concept of Ticket Phase.

Title	Description
Parameter Name	APPLY_LIFECYCLE_PHASE_FOR_ALL_TICKETS
Parameter Description	When the parameter value is set to Yes, the Phase field displays on the ticket form for all ticket types. In addition to the basic fields of Ticket Status and Reason Code, the phases for the life cycle of each ticket type can be defined and incorporated in the configuration of workflow actions and auto routes. Ticket approval process, ticket advance search, predefined search, reports, and so on, can also incorporate the Phase field. The Phase field does not display on tickets when this value is No. The Phase can still be used in configuring various functions such as Workflow action options and auto routes.
Default value	Yes
Valid value	Yes / No
Impact Area	All Tickets – Workflow configurations for Ticket Life cycle management
Appears on Interface	Analysts

ENABLE_SLA_MONITORING_ON_TICKETS

This parameter manages SLA Monitoring on Tickets.

Title	Description
Parameter Name	ENABLE_SLA_MONITORING_ON_TICKETS
Parameter Description	If this parameter value is set to Yes to permit SLA Monitoring of tickets. When the value is set to Yes, the SLA tab is displayed on tickets. The tab displays the information that is related to performance of the ticket against service targets defined, notification, escalation, and action on SLA threshold violation. Set the parameter value to No to disable SLA Monitoring.
Default value	Yes
Valid value	Yes / No
Impact Area	All Tickets – SLA tab
Appears on Interface	Analysts

DEFAULT_REQUESTER_TO_LOGGED_IN_USER

This parameter enables auto-populating requester name on tickets.

Title	Description
Parameter Name	DEFAULT_REQUESTER_TO_LOGGED_IN_USER
Parameter Description	If this parameter value is set to Yes, when a new ticket form is opened the name of the logged in user is automatically filled into the Requester Name field of the ticket. Other related fields like Phone and Email also get automatically updated. This parameter is not applicable to Tickets that are created using Ticket Templates. With a No value, users must manually update the Contact Name in the Requester field because this field is required.
Default value	No
Valid value	Yes / No
Impact Area	All Tickets Requester field
Appears on Interface	Analysts and Self-Service User

EMAIL_DELEGATE_TEXT_FOR_SELF_SERVICE_USERS

This parameter controls text in the From field of email messages that end users send.

Title	Description
Parameter Name	EMAIL_DELEGATE_TEXT_FOR_SELF_SERVICE_USERS
Parameter Description	This parameter sets the delegate text that appears in the From field of the email messages that end users send. This enables the analyst user know who has sent the message, although the email was sent by the application. The allowed formats are: $(sender_name) Routed Via or $(sender_primary_group) Routed Via. The group name displays when the value is set to Group instead of Sender.
Default value	Blank
Valid value	Text in above format
Impact Area	Outgoing Email Messages
Appears on Interface	All users

EMAIL_DELEGATE_TEXT_FOR_AGENTS

This parameter controls the text in the From field of a mail from Analysts.

Title	Description
Parameter Name	EMAIL_DELEGATE_TEXT_FOR_AGENTS
Parameter Description	Sets the delegate text that appears in the From field of the email messages that service desk Analysts send. This informs the recipient though the Email about the analyst or support group the mail has originated from. The allowed formats: $(sender_name) On Behalf Of or $(sender_primary_group) On Behalf Of.
Default value	Blank
Valid value	Text
Impact Area	Outgoing Email Message
Appears on Interface	All users

ALLOW_EMAIL_DELIVERY_ON_WORKLOG_ENTRY

This parameter manages the availability to use Send as Mail option for worklogs.

Title	Description
Parameter Name	ALLOW_EMAIL_DELIVERY_ON_WORKLOG ENTRY
Parameter Description	If the parameter value is set to Yes, it allows Analysts to send workog updates as emails to intended recipients. A Send as Email Option is displayed in the Worklog Section of the tickets. By Checking the Send as Email checkbox before saving the worklog update, the agent can send the worklog as an email using a system defined communication template. If the parameter value is set to No, the Send as Email option is hidden and the functionality is disabled.
Default value	Yes
Valid value	Yes / No
Impact Area	Worklog update email from tickets
Appears on Interface	Analysts

LOCK_TICKET_DURING_APPROVAL

This parameter enables locking of a ticket that is submitted for approval.

Title	Description
Parameter Name	LOCK_TICKET_DURING_APPROVAL
Parameter Description	If the parameter value is set to Yes, it locks the Ticket once the ticket is submitted for Approval. The ticket cannot be edited until the Approval process completes; resulting in either Approval or Rejection. A worklog can be added to a locked ticket. If the parameter value is set to No, the Ticket remains editable during the Approval process. When the ticket is modified during the process, a Notification is sent informing all stakeholders that the Ticket was modified.
Default value	Yes
Valid value	Yes / No
Impact Area	Ticket Approval Workflow
Appears on Interface	Analysts

OMIT_INLINE_ATTACHMENT_SIZE_LIMIT

This parameter controls uploading of small files being delivered as email attachments.

Title	Description
Parameter Name	OMIT_INLINE_ATTACHMENT_SIZE_LIMIT
Parameter Description	This parameter is used to exclude uploading of files of small size (routinely attached and having no significance) when an email containing an inline or embedded attachment is sent to the ticket. The default value is 500 bytes. A file below 500 bytes is not uploaded as attachment to the Ticket.
Default value	500
Valid value	Positive Integer
Impact Area	Incoming Emails for Tickets
Appears on Interface	Not Visible on GUI

ALLOW_RELATIONSHIP_WITH_CLOSED_TICKETS

This parameter manages the ability to relate an Open Ticket to a Closed Ticket.

Title	Description
Parameter Name	ALLOW_RELATIONSHIP_WITH_CLOSED_TICKETS
Parameter Description	This parameter can be used to allow relating of an Open Ticket to a Closed Ticket. If the parameter value is set to True, users can now relate an open ticket to a closed ticket. Set the value to False disables this feature.
Default value	False
Valid value	True/False
Impact Area	Related Tickets
Appears on Interface	Analysts

ENABLE_GROUPING_OF_CUSTOM_FIELDS_INTO_SECTIONS

This parameter manages grouping of Custom Fields using section headers.

Title	Description
Parameter Name	ENABLE_GROUPING_OF_CUSTOM_FIELDS_INTO_SECTIONS
Parameter Description	This parameter controls how custom fields appear in the Additional Information tab (visual layout), their logical groupings, and how they are enclosed within separate sections. Set the parameter value to True to enable grouping of custom fields into section using section headers. Setting the value to False disables this feature.
Default value	False
Valid value	True/False
Impact Area	Tickets Additional Information tab
Appears on Interface	All users

ENABLE_WORKLOG_DATE

The parameter enables users to pick a date and time to log their work effort on a ticket.

Title	Description
Parameter Name	ENABLE_WORKLOG_DATE
Parameter Description	The parameter enables the Worklog Date field which allows users to pick a current date or past date.
Default value	No
Valid value	Yes/No
Impact Area	Add and Edit Worklogs in all tickets
Appears on Interface	Analysts and Administrators

Note: This parameter can function only when ENABLE_WORKLOG_EDITS is enabled. Otherwise it is displayed as read-only.

VIP_ALERT_MESSAGE

The parameter lets you set alerts message to display when a ticket Requester or Requested for is a VIP user.

Title	Description
Parameter Name	VIP_ALERT_MESSAGE
Parameter Description	The parameter enables you to manage the alert message to be displayed for VIP users.
Default value	This is a VIP user, call the user to communicate all updates.
Valid value	Alpha numeric text.
Impact Area	Ticket Details, Ticket List
Appears on Interface	Analyst and Administrator

Note: When a message is specified in the Parameter value field, this parameter is considered to be switched on. When no message is specified, the parameter is considered to be switched off. When the parameter is set, the defined alert message displays when the requester or requested for is a VIP user. A crown icon is displayed against the requester name in the All Tickets list in the My Tickets workspace. The alert message is also displayed in the ticket details view for analyst users. When the parameter value is turned off, no distinguishing feature is available when the VIP requester or requested for users.

SHOW_ANNOUNCEMENTS

Title	Description
Parameter Name	SHOW_ANNOUNCEMENTS
Parameter Description	Controls display of announcements section for the users.
Default value	Yes
Valid value	Yes/No
Impact Area	Home
Appears on Interface	All users

SHOW_MAX_FILTER_ITEMS

Title	Description
Parameter Name	SHOW_MAX_FILTER_ITEMS
Parameter Description	Controls display of the filter items (category) in the Filter. If set to 0 it displayed all items. If the filter items are more than the specified value, then it displays only default filters.
Default value	0
Valid value	Positive Integer
Impact Area	All pages with Filter option
Appears on Interface	All users

PASSWORD_EXPIRY_INTERVAL

Title	Description
Parameter Name	PASSWORD_EXPIRY_INTERVAL
Parameter Description	This parameter controls the number of days in which a user password expires. A value of zero indicates passwords will never expire.
Default value	0
Valid value	Positive Integer
Impact Area	Log in page
Appears on Interface	All users

FAILURE_ATTEMPTS_ALLOWED

Title	Description
Parameter Name	FAILURE_ATTEMPTS_ALLOWED
Parameter Description	Represents the number of login attempts allowed with an incorrect password. If the number of failed login attempts exceeds this limit, the user account is locked.
Default value	3
Valid value	Positive Integer
Impact Area	Log in page
Appears on Interface	All users

LOCKOUT_TIME

Title	Description
Parameter Name	LOCKOUT_TIME
Parameter Description	Determines the duration for which the user account stays locked after a certain number of failed log-in attempts. This duration is captured in minutes.
Default value	5
Valid value	Positive Integer
Impact Area	Log in page
Appears on Interface	All users

ENABLE_TICKET_FIELD_AUDITING

Title	Description
Parameter Name	ENABLE_TICKET_FIELD_AUDITING
Parameter Description	If this parameter value is set to Yes (True) then future updates to standard and custom Ticket fields are tracked and shown in the Activity History section of the Ticket. For more information on parameters, see Enable Auditing on Tickets.
Default value	No
Valid value	Yes/No
Impact Area	Ticket details
Appears on Interface	Administrator, Analyst

MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION

Title	Description
Parameter Name	MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION
Parameter Description	Enables the administrator to configure the maximum size in megabytes (MB) of an attachment that is sent through communication using the Send Mail Action on a Ticket.
Default value	25
Valid value	Up to allowed configuration in the email server.
Impact Area	Ticket Communications
Appears on Interface	Administrator

MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION

Title	Description
Parameter Name	MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION
Parameter Description	Enables the administrator to configure the maximum number of attachments that can be linked to a communication sent through the Send Mail Action on a Ticket.
Default value	3
Valid value	0 to 9
Impact Area	Ticket Communications
Appears on Interface	Administrator

DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER

Analysts can now filter and view tickets with a Closed status within Ticket Center and the My Tickets tab within Advanced Ticket Center. Administrators can set the number of days to which the tickets must be filtered with a Closed status. This is a configurable setting that is turned off by default.

Title	Description
Parameter Name	DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER
Parameter Description	Defaults to 0 (days) meaning no closed tickets will be shown. When set to a value of 1-60 (days), a Closed status will show up in the Ticket Status Filter allowing analysts to view and filter on tickets based on the number of days after the closed date. A max value of 60 means closed tickets can be shown for a maximum of 60 days after the closed date.
Default value	0
Valid value	0 to 60
Impact Area	Ticket Center and Advanced Ticket Center
Appears on Interface	Administrator, Analyst

CSM_TICKET_RESPONSIVE_MODE

Title	Description
Parameter Name	CSM_TICKET_RESPONSIVE_MODE
Parameter Description	The administrator can enable or disable the responsive layout. When the Parameter Value is set to 'No', the Ticket Details page will be displayed as a single column layout. When the Parameter Value is set to 'Yes', a responsive layout will be applicable for the Ticket Details page.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Ticket details
Appears on Interface	All users

DISABLE_TICKET_UPDATES_EMAIL_REPLY

Title	Description
Parameter Name	DISABLE_TICKET_UPDATES_EMAIL_REPLY
Parameter Description	Sets the status values to restrict the updates to tickets from email replies and end-user work log updates
Default Value	Blank
Valid Value	Text from drop-down options
Impact Area	Ticket Status field
Appears on Interface	Agent

REMOVE_ITEM_POST_REVIEW

Title	Description
Parameter Name	REMOVE_ITEM_POST_REVIEW
Parameter Description	Removes tickets from Outstanding Items after the approval. When an approver approves/review a ticket, the ticket will be removed from the Outstanding Items, both from the Approval and Review section. This helps the approver to focus only on the tickets which are yet to be approved or reviewed.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Outstanding Items
Appears on Interface	Administrator, Analyst

DISABLE_MY_ASSETS_SERVICE_CENTER

Title	Description
Parameter Name	DISABLE_MY_ASSETS_SERVICE_CENTER
Parameter Description	Controls visibility of My Asset tab in Service Center Workspace. If the parameter is disabled (set to Yes) by the administrator, My Asset tab will not be available for all users.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Service Center
Appears on Interface	SSU

ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL

Title	Description
Parameter Name	ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL
Parameter Description	This configuration allows users to update the ticket status through email
Default Value	None
Valid Value	Valid status in ISM e.g. Open, Closed, etc.
Impact Area	Ticket Communications
Appears on Interface	Administrator

ENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION

Title	Description
Parameter Name	ENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION
Parameter Description	This configuration enables matching criteria for custom attributes in Advanced Ticket Center Search.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Advance Ticket Center
Appears on Interface	Administrator, Analyst

OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS

Title	Description
Parameter Name	OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS
Parameter Description	This configuration enables the system to trigger outstanding Approval Reminders for ticket types - Service requests, Incidents, and Problems.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Ticket Center
Appears on Interface	All Users

ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE

Title	Description
Parameter Name	ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE
Parameter Description	This configuration enables the Analysts to add the hierarchical attributes.
Default Value	Yes
Valid Value	Yes/No
Impact Area	Advance Ticket Center
Appears on Interface	Analyst

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