System Parameters

The configuration parameters that are listed in this article manage the features that are generic to the System. The configuration parameters apply to a range of users. These parameters are grouped under the Parameter Category System in the Configuration Parameters form.

MAX_ACTIVE_SCHEDULED_TASKS

This parameter controls the maximum number of Schedules that can be active.

Title

Description

 ID 915

Parameter Name

MAX_ACTIVE_SCHEDULED_TASKS

Parameter Description

Set the maximum number of scheduled tasks (active and queued) that you want to let run automatically by the server.

Default value

50

Valid value

Number

Impact Area

Schedule Tasks (Manage Schedules)

Appears on Interface

Agent and Administrator

ACTIVE_DIRECTORY_USERS_SYNC_NOTIFICATION_RECIPIENTS

This parameter is related to Active Directory Synchronization process.

Title

Description

 ID571 

Parameter Name

ACTIVE_DIRECTORY_USER_SYNC_NOTIFICATION_RECIPIENTS

Parameter Description

Active Directory synchronization process that is related to Contacts in Serviceaide Intelligent Service Management is independently executed. There are notifications that AD sync process generates.

The contacts / Email addresses (semicolon separated) listed here receives those notifications.

Default Value

NONE

Valid Value

NONE

Impact Area

NONE

Appears on Interface

NONE

ACTIVE_DIRECTORY_USERS_SYNC_DEPROVISION_USERS_THRESHOLD

This parameter controls number of contacts that can be made inactive per AD Sync Process.

Title

Description

 ID589 

Parameter Name

ACTIVE_DIRECTORY_USERS_SYNC_DEPROVISION_USERS_THRESHOLD

Parameter Description

Sets the upper limit for number of Intelligent Service Management users that can be made Inactive (deprovisioned) during each execution of Active Directory Synchronization process.

If more than these numbers of contacts are deprovisioned, the execution will stop and the process will be rolled back.

In case of Default value (10 contacts), if 11th contact needs to be deprovisioned, the process will stop and restore all 10 contacts to original active state.

Default Value

NONE

Valid Value

NONE

Impact Area

NONE

Appears on Interface

NONE

ALLOW_POPUP_FOR_OUTSTANDING_APPROVAL_ITEMS

This parameter allows the administrator to enable or disable the pop-up window, designed to view when logging into Intelligent Service Management. Click Continue from the pop-up window to navigate to the Outstanding Items per page.

Title

Description

 ID 1024

Parameter Name

ALLOW_POPUP_FOR_OUTSTANDING_APPROVAL_ITEMS

Parameter Description

Enables the administrator to enable or disable the pop-up window. The default value is "Yes" meaning the pop-up feature will be available to all analyst users. When set to "No" the pop-up will not be available in the interface.

Default value

Yes

Valid value

Yes/No

Impact Area

Outstanding Items

Appears on Interface

Visible on UI

ENABLE_SHARING_OF_LANGUAGE_TRANSLATIONS

This parameter enables sharing of translated content that is created in a tenant slice with the management slice.

Title

Description

Parameter Name

ENABLE_SHARING_OF_LANGUAGE_TRANSLATIONS

Parameter Description

Setting the parameter to Yes lets you share collections of translated text strings specific to a locale and language, created in a tenant slice, with the management slice. This parameter lets the management slice access the translated text strings that were created in your slice.

Default value

No

Valid value

Yes/No

Impact Area

Manage Language Catalog, Bulk Upload of Language Element, language translation of the labels and data.

Appears on Interface

Not visible on UI

ENABLE_ORGANIZATION_BASED_ACCESS_CONTROL

This parameter lets you enable or disable Organization Based Security to control access to tickets and Configuration Items that are based on related Organization.

Title

Description

 ID950 

Parameter Name

ENABLE_ORGANIZATION_BASED_ACCESS_CONTROL

Parameter Description

When this Parameter value is set to Yes, you enable organization-based access permissions to Tickets and Configuration Items. Users (except Administrators) can access only those Tickets and Configuration Items that belong to an Organization to which they are related.

SSU can view the ticket-based reports of organizations to which they belong, irrespective of the slice parameter value.

Default value

No

Valid value

Yes/No

Impact Area

All Ticket Types, Configuration Items. Searches and Reports that are related to Tickets and Configuration Items.

Appears on Interface

Not visible on the UI

ENABLE_EXTERNAL_WEB_SERVICES_INVOCATION

This parameter lets you enable or disable invocation of external web services actions when a workflow action is executed on a ticket.

Title

Description

 ID962 

Parameter Name

ENABLE_EXTERNAL_WEB_SERVICES_INVOCATION

Parameter Description

This parameter controls the invocation of external web services from workflow actions. The web service calls do not execute as part of the workflow action when this parameter value is set to No.

Default value

Yes

Valid value

Yes/No

Impact Area

Ticket workflow actions

Appears on Interface

Analyst and Administrator

ENABLE_AUTO_PRIORITIZE_ON_TICKETS

This parameter lets you control the calculation of priority, which is based on the values that are specified for Impact and Urgency. The priority calculation is managed from the Priority Matrix.

Title

Description

 ID 964

Parameter Name

ENABLE_AUTO_PRIORITIZE_ON_TICKETS

Parameter Description

This parameter controls whether the ability to calculate Priority that is based on Impact and Urgency is enabled or not. To calculate the Priority based on the Impact and Urgency, set the value for the parameter to Yes.

Default value

No

Valid value

Yes/No

Impact Area

Ticket Priority values

Appears on Interface

Analyst and Administrator

SUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING

This parameter lets you discard the emails that contain the configured text in the subject line of the incoming emails. For example, if you want the system to ignore emails with the text "Out of Office" in the subject line, you would add that text to the parameter. Any emails that contain that text in the subject line would be ignored and no tickets would be created or updated in the system.

Considerations:

  • Use comma (,) to separate the text in the Parameter Value text box.
  • The text should only be written in English and add the corresponding translation using Language catalog. For more information, see Build the Language Catalog.

Title

Description

 ID986 

Parameter Name

SUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING

Parameter Description

When configured, the parameter discards the processing of incoming emails that contain case-insensitive comma-separated text in subject line.

Default value

Out of Office,Out of the Office,Automatic reply:,Returned Mail,auto: cn,mailer-daemon,undeliverable:,delivery failure,postmaster

Valid value

Text

Impact Area

 Ticket Processing from Incoming Emails

Appears on Interface

NONE

DEFAULT_REPLYTO_EMAIL_PROFILE_NAME

This parameter lets you configure the default reply-to email address name that display when emails sent to the service desk.

Title

Description

 ID 138

Parameter Name

DEFAULT_REPLYTO_EMAIL_PROFILE_NAME

Parameter Description

The parameter specifies the default reply-to email address (support email) profile name that display on emails sent to service desk.

Default value

Current Inbound Email

Valid value

Text

Impact Area

Outgoing Email

Appears on Interface

NONE

LANGUAGE_SELECTION_FOR_USERS

This parameter allows the languages that are available for users in a slice.

Title

Description

 ID 990

Parameter Name

LANGUAGE_SELECTION_FOR_USERS

Parameter Description

The parameter specifies the languages that are to be available to the user in the organization. For example, when you select

Deutsch (Deutschland) and English (United States) specifies that only English and Deutsch are available for users in the application to use. The following languages are available:

  • Deutsch (Deutschland)
  • English (United States)
  • Español (España)
  • Français (France)
  • Italiano (Italia)
  • Português (Brasil)
  • Suomi (Suomi)
  • Svenska (Sverige)
  • 日本語 (Japan)
  • 汉语 (China)
  • ру́сский (Russian)

Default Value

NONE

Valid Value

NONE

Impact Area

Language and Translation

Appears on Interface

Administrator

ENABLE_ORGANIZATION_HTML_COMM_TEMPLATES

This parameter allows to configure the HTML communication template.

Title

Description

 ID 991

Parameter Name

ENABLE_ORGANIZATION_HTML_COMM_TEMPLATES

Parameter Description

Enables organization based HTML communication templates that is used for outgoing emails.

Default Value

No

Valid Value

Yes/No

Impact Area

Email Communications

Appears on Interface

All users

This parameter allows the users to search child organizations of an organization.

Title

Description

 ID 992

Parameter Name

ENABLE_CHILD_ORG_BASED_SEARCH

Parameter Description

Enables the search option for entities related to the child organizations along with the parent organization.

Default Value

No

Valid Value

Yes/No

Impact Area

Organization Filters

Appears on Interface

Analyst and Administrator

ALLOW_EDITING_USER_NAME

This parameter allows the administrator to edit the user names.

Title

Description

 ID 994

Parameter Name

ALLOW_EDITING_USER_NAME

Parameter Description

Enables the administrator to edit the user name.

Default Value

Yes

Valid Value

Yes/No

Impact Area

User Information

Appears on Interface

Administrator

ENABLE_BOARD

This parameter allows the administrator to enable or disable the board functionality on a slice.

Title

Description

 ID 995

Parameter Name

ENABLE_BOARD

Parameter Description

Enables the administrator to enable or disable the board functionality on a slice.

Default Value

Yes

Valid Value

Yes/No

Impact Area

Board Functionality

Appears on Interface

Administrator

DISABLE_SCRATCHPAD

This parameter allows the administrator to enable or disable the Scratchpad feature, designed for fast ticket creation for fast ticket creation on a slice.

Title

Description

 ID1003 

Parameter Name

DISABLE_SCRATCHPAD

Parameter Description

Enables the administrator to enable or disable the scratchpad on a slice. The default value is "No" meaning the Scratchpad feature will be available to all analyst users. When set to "Yes" the Scratchpad is no longer available in the interface.

Default Value

No

Valid Value

Yes/No

Impact Area

Tickets

Appears on Interface

Administrator

This parameter allows the administrator to enable or disable the Global Search feature, designed to view the tickets that are assigned to the Analysts. 

Title

Description

 ID 1025

Parameter Name

DISABLE_GLOBAL_SEARCH

Parameter Description

Enables the administrator to enable or disable the Global Search configuration parameter. The default value is "No" meaning the Global Search feature will be available to all analyst users. When set to "Yes" the Global Search is no longer available in the interface.

Default Value

No

Valid Value

Yes/No

Impact Area

Global Search Field

Appears on Interface

Visible in the UI

ENABLE_ORG_BASED_SAML

This parameter allows searching the SAML URL to associate in the outbound communication based on related to Organization.

Title

Description

 ID1032 

Parameter Name

ENABLE_ORG_BASED_SAML

Parameter Description

Enables the searching of the SAML URL related to org.

Default Value

No

Valid Value

Yes/No

Impact Area

Email Communications

Appears on Interface

All users

REMEMBER_USERNAME_PASSWORD

This parameter helps to store the username and password on the browser and allows the user to re-login to the application automatically during session time-out.

TitleDescription
 ID 1035
 Parameter NameREMEMBER_USERNAME_PASSWORD 
Parameter Description When set to Yes, the system will remember the username and password of the logged in user. This helps the user easily login with a single click after session timeout. An Administrator can edit the session timeout value from MANAGE>Tools>Slice Configuration.
Default Value No
Valid Value Yes/No
Impact Area Application 
Appears on Interface All users 

USER_DEFAULT_PASSWORD

This parameter is useful for inviting new users and allowing them to login easily with a default password. Users are always recommended to reset their password after first login .

TitleDescription
 ID 1030
Parameter NameUSER_DEFAULT_PASSWORD
Parameter Description

Set a default password for all newly created users. This does not apply to existing users. This is enabled when a password is entered in the Parameter Value. If empty no default password is set.

Default ValueBlank
Valid Value As required 
Impact Area Application
Appears on Interface All users

ALLOW_ANONYMOUS_USERS_TO_CREATE_TICKET_FROM_EMAIL

The parameter allows the creation of tickets via emails for Anonymous users. If the parameter is set to No, the system discards the email if the contact does not exist in the system.

TitleDescription
 ID 11062
Parameter NameALLOW_ANONYMOUS_USERS_TO_CREATE_TICKET_FROM_EMAIL
Parameter Description

Allows creation of ticket for Anonymous users or discards the mail if the contact does not exist in the system.

Default ValueYes
Valid Value Yes/No
Impact Area Email Communications
Appears on Interface All users

MAIL_ADDRESS_OR DOMAIN_TO_DISCARD_INCOMING_EMAIL_PROCESSING

The parameter provides the ability to discard the emails from specific domains or individual email addresses. 

TitleDescription
 ID 11062
Parameter Name

MAIL_ADDRESS_OR DOMAIN_TO_DISCARD_INCOMING_EMAIL_PROCESSING

Parameter Description

Discards the processing of incoming emails containing the case-insensitive comma-separated mail address configured in this attribute.

Default ValueBlank
Valid Value As required (Eg. Individual emailaddress or *.domain address)
Impact Area Email Communications
Appears on Interface All users

Allow Selfservice user to add items to Hierarchical attribute

The parameter provides the ability to restrict/allow the self-service user to add items to hierarchical tree attributes.

TitleDescription
 ID 11063
Parameter Name

ALLOW_SELFSERVICE_USER_TO_ADD_HIERARCHICAL_ATTRIBUTE

Parameter Description

Allow/Restrict Selfservice user to add items to hierarchical attribute.

Default ValueYes
Valid Value Yes/No
Impact Area Custom Attributes
Appears on Interface Self-service users

© 2019 Serviceaide 1-650-206-8988 http://www.serviceaide.com info@serviceaide.com