Admin > My Company > Company Settings > Service Desk
The Service Desk tab sets defaults for new tickets. For example, when a customer calls in and user clicks New Ticket... the priority, ticket type and source will already be populated with the values you specify here.
Default Ticket Priority - Select the default ticket priority. Priorities are maintained using the Admin > Service Desk > Priorities page.
You can set up approval routes for timesheets and expense sheets in the system. If you are using the Service Desk module and you want all timesheets with entries from tickets to route to a specific person or manager, select default approval routes here.
Default Timesheet Approval Route: Select approval routes that are create in the Business Process > Approval Routes section in Admin Module.
Default Expense sheet Approval Route: Select approval routes that are created in the Business Process > Approval Routes section in Admin Module.
Default Ticket Source - The default method of communication used by the customer to initiate the creation of ticket.
Default SLA - The default service level agreement. Applies to customers that do not have a contract. SLAs are maintained using the Admin > Service Desk > SLA page.
Sort Status By - Sorts ticket pages by ticket status, either alphabetically or by ticket status order.
Ticket Number Prefix - Adds a prefix to ticket identifiers. Defaults to blank.
Ticket Number Format - Specifies the date and count format of the ticket identifier. Defaults to COUNT-MMDDYYYY. Changing the format affects new tickets only.
Default Ticket Type - Select the default ticket type. Ticket types are maintained using the Admin > Service Desk > Ticket Types page.
Merge Status - When a ticket is merged, this field will determine which status to be merged to.
Merge Activity Type - This option allows you to define the type of note to be added (Internal vs External) when a ticket is merged.
Enable Stopwatch Autostart - If enabled, when working on a ticket, the time starts automatically as soon as the ticket is opened.
Load Parent Account Contracts - When this is enabled and a ticket is created for a "Child Account" the contract drop-down will show the child & parent contracts associated with that account.
Load Assignees by Account Service Type - If checked, when assigning a technician for a ticket, this will check all the technicians with the corresponding scope and only those associated can be assigned.
Suppress Assignee list when Account is blank - When creating a new ticket, if the account is not filled, the assignee list will not show the names of the technicians.
