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.

TitleDescription
Parameter Name

TRIGGER_WEBHOOKS_ON_ISM_EVENTS

Parameter DescriptionWhen 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 InterfaceAll Users


TICKET_FOLLOWER_FOR_NOTIFICATIONS

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

TitleDescription
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 InterfaceAll Users


UPDATE_REQUESTER_TO_REQUESTED_FOR_DURING_TICKET_LIFECYCLE

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

TitleDescription
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.

TitleDescription
Parameter NameAUTOROUTE_ACTION_BY_LOGGED_IN_USER
Parameter DescriptionOn 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

TitleDescription
Parameter NameCSM_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 ValueYes
 Valid ValueYes/No 
Impact Area Ticket details
Appears on InterfaceAll users 

DISABLE_TICKET_UPDATES_EMAIL_REPLY

TitleDescription
Parameter NameDISABLE_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 ValueBlank
Valid ValueText from drop-down options
Impact Area Ticket Status field
Appears on InterfaceAgent

REMOVE_ITEM_POST_REVIEW

TitleDescription
Parameter NameREMOVE_ITEM_POST_REVIEW
Parameter DescriptionRemoves 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 ValueYes
Valid Value Yes/No
Impact Area Outstanding Items 
Appears on Interface Administrator, Analyst


DISABLE_MY_ASSETS_SERVICE_CENTER

TitleDescription
Parameter NameDISABLE_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 ValueYes
Valid Value 

Yes/No

Impact Area Service Center
Appears on Interface SSU

ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL

TitleDescription
Parameter Name
ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL
Parameter Description

This configuration allows users to update the ticket status through email

Default ValueNone
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

TitleDescription
Parameter NameENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION
Parameter Description

This configuration enables matching criteria for custom attributes in Advanced Ticket Center Search.

Default ValueYes
Valid Value 

Yes/No

Impact Area Advance Ticket Center
Appears on Interface Administrator, Analyst

OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS

TitleDescription
Parameter NameOUTSTANDING_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 ValueYes
Valid Value 

Yes/No

Impact Area Ticket Center
Appears on Interface All Users

ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE

TitleDescription
Parameter NameALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE
Parameter Description

This configuration enables the Analysts to add the hierarchical attributes.

Default ValueYes
Valid Value 

Yes/No

Impact Area Advance Ticket Center
Appears on Interface Analyst

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