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: See General Settings for adding a new desk definition.

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. Hyphen (-) and underscore (_) characters are allowed.
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 Service 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 Note Time 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.
Allow Deleting Notes - If checked, notes can be deleted in the ticket editor. This setting can be overridden in Role Preferences - General tab - Default Columns tab.
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
Procedure Variable Time Zone - Sets the time zone used by date/time procedure variables such as [$CreateDateTime$], [$ClosedDateTime$], and [$EscalationDateTime$]. This time zone also applies to procedure-generated date/time text embedded in the Note column of the notes history of the ticket and date/time text embedded in messages and emails generated by procedures. (The dates/times displayed in the Time column of the notes history continue to use the time zone specified for the VSA user in System > Preferences.)
Email Display Name - Enter the display name of the FROM address sent with outgoing emails from Service Desk.
Note: The name should be a string of letters unlikely to be found in the subject text or body text of emails. It is used as a delimiter when an email is sent in reply to an outgoing Service Desk email.
Auto Archive Tickets (days) - Specifies the number of days to wait after a ticket is assigned the End stage, which by default is called the Closed stage.
Only Masters see tickets that are not assigned to an organization - Tickets can be created without assigning an organization to the ticket. If checked, only master users see unassigned tickets that are not assigned to an organization. If blank, all users can see a ticket unassigned to an organization.