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General Settings

Service Desk > Desk Definition > New or Edit

General settings for existing desk definitions are displayed as a series of columns in the upper panel of the Desk Definition page.

Creating a New Desk Definition

  1. Click the New button at the top of the Service Desk > Desk Definition page. The Add Service Desk Definition dialog displays.
  2. Select one of two options:
    • Use selected template - Displays the Definition Template drop-down list so that a template can be selected to create a desk definition.
    • Import template from file - Displays the Upload an XML file for Import field so that a new desk definition template can be imported. After the import, the template displays with the other templates and can be used to create a new desk definition.
  3. Definition Template - Select a desk definition template.
  4. Enter a Name and Description for your new desk definition.
  5. Enter a Prefix to assign to tickets IDs based on your new desk definition.
  6. Select an Editing Template. An editing template sets the default field permissions for editing a ticket or KB article.
  7. Select the Desk Administrator who should be notified if there is a problem with the desk definition. For reference purposes only.
  8. Optionally select a default Policy.
  9. Optionally select an email reader to associate with the desk definition in the Email field. Emails received by this reader are converted into tickets based on this service desk by default. You can override this default association using a Ticket Request Mapping procedure.
  10. Click the Save button.

Editing a Desk Definition

  1. Select the row of a desk definition in the upper pane.
  2. Click the Edit button at the top of the Desk Definition page. To edit an existing desk definition, select a desk definition, then click Edit or double-click the desk definition to open the desk immediately.
  3. When editing a desk definition general settings are displayed in a dialog with three tabs.