Service Desk Parameters

These parameters control some of the operation of the Service Desk. These are application wide parameters and cannot be specified on a tenant basis.

ALLOW_CSR_REASSIGNMENT

(true or false)

The default is true.

This flag is used in Service Desk to restrict the capability of reassigning CSR’s on SD items. If this parameter is set to True then Service Desk will allow CSRs to be reassigned/changed. If set to false then Service Desk will NOT allow reassignment.

DUEDATE_APPROACHING

(seconds)

The default is 172800 seconds which is 48 hours.

As a due date nears the system will flag it as approaching – this parameter specifies the number of seconds before the due date when this happens.

EMAIL_BLOCKED_MARKAS_READ

(true or false)

The default is false.

This flag is used to determine how to treat blocked emails when Service Desk is creating Inquiries. If a blocked address or subject is found the system will either mark that message as read (true) or leave it as unread (false).

FORCE_AVAILABLE_AUTH_SERVICE

(true or false)

The default is false.

This flag is used to force Services to ALWAYS require available Auth Codes.

FORCE_AVAILABLE_PHONE_SERVICE

(true or false)

The default is false.

This flag is used to force Service Order Actions for new phone services to ALWAYS require available Services.

IMPACT_CODE_DEFAULT

(HIGH, MEDIUM, LOW)

The default is MEDIUM.

This parameter defines the default Impact code for Incidents whenever Impact is not defined on the Incident Code.

INCIDENT_EXPORT_EQP_TO_SERVICE

(true or false)

The default is True.

This parameter is used to allow Incidents to update the Service Equipment when the Incident is completed.

MODIFY_CHARGES_WITHOUT_SERVICE_DESK

(ADMINISTRATIVE_USERS, ALL_USERS, NO_USERS)

The default is ADMINISTRATIVE_USERS.

This parameter determines if the system allows Users to modify Charges and override Billing Groups outside of Service Desk. Only allowing Service Desk to modify charges on Services ensures that proper procedures are followed when modifying those Charges. This parameter can be used to define who has the authority to manually edit Service Charges outside of Service Desk.

RETURN_VOIDED_EQUIPMENT

(true or false)

The default is true.

This parameter determines whether or not "Staged", "Picked Up" and "Completed" equipment on a Service Order will automatically be returned. Equipment will be returned to the "From" Location or Warehouse on the Service Desk Equipment record. When turned off, a message will be displayed warning the User that the Order or Action cannot be voided because it contains "Staged", "Picked Up" or "Completed" Equipment. The User still has the ability to use the "Warehouse Actions" grid to return Equipment.

SD_EQP_LOWSTOCK_THRESHOLD

(integer >= 0)

The default is 0.

This value acts as a way to warn of low-stock Equipment being added to Service Desk items. A column on the Service Desk form's Equipment grid will indicate the Availability of stock for "Add" actions that are status "Pending".

The system first looks for the Equipment Catalog Inventory "Reorder" value, which allows independent values for different Catalogs based on their Location. If no value is set there, this value is used as a fall-back.

For instance, if the result of Reorder or SD_EQP_LOWSTOCK_THRESHOLD is 10, you'll see a

message in the Availability column when stock falls below 10. This is the cue to order more of that Equipment. If the default (0) is set (assuming no Reorder point is set),

will only appear when the available quantity IS 0. When requested Equipment exceeds what is available, you'll see

. Adequate supply will show

. Bear in mind, these are calculated indicators. As stock changes throughout the system, these indicators will also change.

SD_LABOR_BILLABLE

(true or false)

The default is false.

This parameter is used to default the Billable selection for new Service Desk Labor items.

SD_WORKFLOW_DEFAULT_CUSHION

(integer indicating hours)

The default is 1 hour.

Sets a cushion between either the current time and the first schedule attempt (in forward scheduling) or between the due date and the first schedule attempt (in backward scheduling).

SD_WORKFLOW_PERMISSIONS

(bitmask integer dictating permission level)

Possible permission levels:

CODE

Everyone = 16
Administrator = 8
CSR = 4
Manager = 2
Assigned Worker = 1
None = 0

See this page for specifics about Completing Workflow. Dictates permission levels for completing or deleting workflows. Assigned Worker and Manager will be the Contact assigned the Workflow and the Manager of the Workgroup assigned to the Workflow. The CSR is the Service Rep assigned to the Service Desk Order and the administrator permission will give all SysAdmins the ability to complete/delete Workflows. Permission levels may be combined as desired, for example, the Assigned Worker (1) and a SysAdmin (8) to be able to complete/delete Workflow SD_WORKFLOW_PERMISSIONS would need to be set to 9.

SDA_ALLOW_MULTIPLE_DEFAULT_GLAS

(true or false)

The default is false.

This parameter will enable the ability to set multiple Default Action GLA's on the Service Order GLA tab when it is set to "true". When set to "false", only a single Default Action GLA may be set on the Service Order. The order in which the GLAs will be loaded is Manually Entered GLAs, Service GLAs, Owner Default GLAs, and Action Default GLAs. If a GLA is found, no other GLAs will be loaded.

TECH_SCHEDULING_MODE

(FORWARD or BACKWARD)

Thew default is BACKWARD.

This parameter toggles between scheduling technicians forward in time or backward from the due date.

USE_COMBINED_INCIDENT_CODES

(true or false)

The default is false.

Description: Controls the combined displaying of General Incident Codes with Equipment or Service specific Incident Codes in the Incident Code drop down on the Service Desk Incident form. When set to BOOLEAN_FALSE, only Equipment/Service specific Incident Codes will be displayed in the field when an Equipment/Service is specified on an Incident. When set to BOOLEAN_TRUE, both Generic Incident Codes and Equipment / Service specific Incident Codes will be displayed in the drop down.

USE_QR_CODE

(true or false)

The default is true.

This flag specifies whether the Service Desk printout will use a QR code or a bar code. When set to true the printout uses a QR code; false indicates the printout will use a bar code.

VIP_URGENCY_CODE_DEFAULT

(HIGH, MEDIUM, LOW)

The default is HIGH.

This parameter defines the default Urgency code for VIPs whenever Urgency is not defined on the Tenant.

WORKDAY_HOUR_START

(military time hour)

The default is 08 for 8:00 a.m.

This parameter is used to specify the hour at which each workday begins. This is used when calculating due dates.

WORKDAY_HOUR_STOP

(military time hour)

The default is 17 for 5:00 p.m.

This parameter is used to specify the hour at which each workday stops. This is used when calculating due dates.

ARCHIVE_LOG_RETENTION

(integer)

The default value is 180.

Any value between 0 and 365 days may be set. This parameter controls the length of time records are stored in the Archive Log.

NO_SDC_SAVE

(true or false)

The default is true.

True means the user can save without selecting an SDC.

False means the user cannot save the action without selecting an SDC.