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These parameters control some of the operation of the Service Desk – these . 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.
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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_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. When selecting the Service ID for the new Phone Service this will force the User to select an available Phone Service from the list and not allow them to enter one manually. Currently only applies to Phone Service.
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.
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(ADMINISTRATIVE_USERS, ALL_USERS, NO_USERS)
The default is ADMINISTRATIVE_USERS.
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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".
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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.
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(integer indicating hours) Default
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).
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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.
SERVICEDESK_ANNUAL_NUMBER_RESET
(true or false)
The default is true.
This flag is used in an annual process that resets the Service Desk item numbers. It is common for Service Desk numbers to restart at 1 at the beginning of each year and this would automatically accomplish the reset. This should not be used if the SD item numbers are not prefixed with the current year. SD number prefixes are managed from the Admin menu.
TECH_SCHEDULING_MODE
(FORWARD or BACKWARD) BACKWARD is the default
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 barcodebar code. When set to true the printout uses a QR code; false indicates the printout will use a barcodebar 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.
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WORKDAY_HOUR_STOP
(military time hour)
The default is 17 for 5:00 p.m.
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This parameter is used to specify the hour at which each workday stops. This is used when calculating due dates.
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