Service Desk Parameters
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:
|
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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