Common Configuration

Service Desk > Configure

The Configure folder contains a set of user defined support tables that can be used by multiple desk definitions and their tickets.

Note: Many of the following configuration tables are populated when Service Desk is installed, or when you create a service desk using the Desk Templates page.

• Global Settings - Defines global settings that apply to the entire Service Desk module.
• Role Preferences - Defines ticket editing preferences and field permissions by user role.
• User Preferences - Defines ticket editing preferences and field permissions by user.
• Incoming Email and Alarm Settings - Creates email readers used to retrieve email messages from email servers and convert them into tickets.
• Procedure Variables - Defines procedure variables, including variables associated with service desk policies.
• Policies, Coverage Schedules and Holidays - Defines service policies.

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