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User Preferences

Service Desk > Configure > User Preferences

The User Preferences page defines user-specific preferences that override Role Preferences. Each user has access to their own User Preferences page. User Preferences include:

  • Email send delay
  • Color coding of tickets in the tickets selector table.
  • The user's preferred ticket editing template, one for each service desk.

Preferences are set using two tabs on this page:

  • General tab
  • Service Desks tab

General tab

Click Edit to edit General tab information.

Misc. Preferences

  • Email Send Delay (Mins) - Pending email notification of selected tickets can be stopped using Stop Notification in Tickets. This option is used in conjunction with Email Send Delay in Role Preferences and User Preferences. For example, if Email Send Delay is set to 5 minutes for the role you are using, then you have 5 minutes to cancel any emails that are pending for a ticket using Stop Notification. Applies to ticket rows displaying a Word 60% / HTML 100% icon in the icon column of the ticket table. Stop Notification only stops currently pending email.
  • Enable Incident Notes Panes - If checked, an extra pane with two tabs displays below the tickets table showing the selected ticket's Description and Notes.

Color Preferences

Set the color codes for ticket rows displayed in tickets tables, based on a Date Range benchmark. Available benchmarks include:

  • Last Date Modified - The date the ticket was last modified.
  • Due Date - The due date of the current stage of a ticket. The due date for the current stage of a ticket can only be used if a goal procedure is linked to that stage using the Desk Definition > Processing > Stage > Procedures tab.
  • Creation Date - The creation date of the ticket.
  • Promised Date - The promise date of the ticket.

Ticket Age

For the selected date range benchmark you can select three colors:

  • Older than - Enter the number of days before the selected date range benchmark to color code tickets. Use the color picker to select a color. For example, you might want to color code the oldest tickets as red.
  • Between - Use the color picker to select a color. For example, you might want to color intermediate tickets as yellow.
  • Newer than - Enter the number of days after the selected date range benchmark to color code tickets. Use the color picker to select a color. For example, you might want to color recent tickets as green.

Service Desks tab

Use this tab to select your "favorite" ticket editing template. You can specify a favorite editing template for each desk definition. This selection overrides the editing template preference set using the Service Desk > Role Preferences - Service Desks tab.