Next Topic

Previous Topic

Book Contents

Preferences by User

Service Desk > Configure > Preferences by User

The Preferences by User page defines user-specific preferences that override Preferences by Role. Each user has access to their own Preferences by User page.

Preferences includes:

  • Email send delay
  • Color coding of tickets in the tickets selector table.

Click Edit to display the Change Ticket Preferences for User window.

General 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 Preferences by Role and Preferences by User. 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 Definitions > Processing > Stage > Procedures tab.
  • Creation - The creation date of the ticket.

For the selected date range benchmark you can select three colors:

  • For tickets older than this number of days - 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.
  • For tickets between - Use the color picker to select a color. For example, you might want to color intermediate tickets as yellow.
  • For tickets newer than this number of days- 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.