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Role Preferences - General tab

Service Desk > Role Preferences > General tab

Click a row in the middle panel, then click Edit to display the Change Ticket Preferences for Role window. This dialog has two tabs.

General tab > Role Properties tab

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.

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.

General tab > Default Columns tab

Select the columns displayed in the ticket selector table and the order they are displayed.

  1. Use Ctrl+Click or Shift+Click to select multiple items in the left-hand listbox.
  2. Click the right arrow button to move them to the right hand listbox.
  3. Re-order the display of columns in the right-hand listbox by clicking the up arrow or down arrow buttons.
  4. Click Save to save your default column preferences.

Note: Adhoc changes you make to column selections in the Tickets table are always remembered, even between sessions. To reset column selections back to Role Preferences settings, click the Defaults button in System > Preferences. This resets all your user preferences throughout the VSA back to their default settings.