Configure

Service Desk > Configure

The Configure folder contains a set of user defined support tables that can be used by multiple service desk definitions and their tickets.

Note: Many of the following configuration tables are populated when Service Desk is installed, or when you create a service desk using the Setup page.

• Preferences by Role - Defines ticket editing preferences and field permissions by user role.
• Preferences by User - Defines ticket editing preferences and field permissions by user.
• Note Templates - Defines blocks of static text that can be appended to a note while editing a ticket.
• Message Templates - Defines reusable, standard messages you can send as emails or display as messages in the Inbox of other users.
• Incoming Email Settings - Creates email readers used to retrieve email messages from POP3 servers and convert them into tickets.
• Procedure Variables - Defines procedure variables, including variables associated with service desk policies.
• Policies, Coverage Schedules and Holidays - Defines service policies.

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