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General Info tab

Service Desk > Desk Definition > New or Edit > General Info tab

Options on the General Info tab determine how the ticket editor or KB article editor behaves globally. In some cases these settings can be overridden by Role Preferences or User Preferences.

Note: Not all attributes are available when adding a record.

  • Use selected template - Displays in Add mode only. Creates the desk definition based on a template.
  • Import template from a file - Displays in Add mode only. Creates the desk definition by importing an XML file. Typically the XML file was created by exporting the desk definition from another Service Desk module.
  • Name - The name of the service desk. Display only in Edit mode.
  • Description - A brief description of the service desk.
  • Prefix - The prefix is added to each ticket created based on this service desk. Display only in Edit mode.
  • Definition Template - The template used to create the desk definition. Display only in Edit mode.
  • Editing Template - The default editing template used to maintain tickets based on this service desk. Can be overridden by role using Desk Definition > Access > Roles or by Role Preferences.
  • Desk Administrator - The person responsible for maintaining the service desk. This user is sent messages for procedures that fail to execute properly.
  • Default Desk Definition - If checked, sets this desk definition as the default. Inbound email and alarms create tickets using the default desk definition, if no other method specifies the desk definition to use. Can also be set using the Set Default action button.
  • Display Machine Info - If checked, displays machine info in the ticket editor.
  • Require Machine Info - If checked, requires a machine ID to be entered in the ticket editor.
  • Display Organization Info - If checked, displays the organization name in the ticket editor.
  • Require Organization Info - If checked, requires the organization to be entered in the ticket editor.
  • Require Time - If checked, requires the time spent working on a ticket to be entered each time the ticket is modified in the ticket editor.
  • Auto Save Clock - If checked, automatically saves the time spent editing a ticket. Overrides the Require Time checkbox and Show Session Timer checkbox and hides the Hours Worked field and Timer buttons in the ticket editor, regardless of role permissions settings. If unchecked, the Date Time Started field displays in the Add Note dialog and when adding a note inside the ticket editor.
  • 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.
  • Enable Service Billing Integration - if checked, billable entries can be created using the Service Billing module and billed in Service Desk. See Creating Billing Entries using Service Desk.
  • Enable Session Timers - If checked and Auto Save Clock is not checked, timer buttons display in the ticket editor. See Time Tracking and Service Desk.
  • Enable Task Information - If checked, the Task tab displays in the ticket editor. See Task Information.
  • Log Ticket Changes
    • Log Changes - Generate a note when a field is changed that is visible to users.
    • Log Changes in Hidden Notes - Generate a note when a field is changed that is visible to service desk users but hidden from submitters submitting tickets by email and machine users using Portal Access.
    • Do Not Log Changes