Difference between revisions of "Customizing ServiceDesk Operations"
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===Change Case Notifications=== | ===Change Case Notifications=== | ||
These Rules cause case-related notifications to be sent automatically after a certain amount of time has elapsed. You can turn them off or modify them quite easily: | These Rules cause case-related notifications to be sent automatically after a certain amount of time has elapsed. You can turn them off or modify them quite easily: | ||
# Go to '''[[File:GearIcon.png]] > | # Go to '''[[File:GearIcon.png]] > Case Automation > Business Rules > Timer Rules''' | ||
# There, you find two rules: | # There, you find two rules: | ||
#:* One sends a message 36 hours after a case is put into "Pending" status. | #:* One sends a message 36 hours after a case is put into "Pending" status. | ||
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# Or click the rule to edit it. | # Or click the rule to edit it. | ||
=== | ===Specify who gets Case-Related Notifications=== | ||
# Go to '''[[File:GearIcon.png]] > Account Management > Company Information''' | |||
# Click '''[Edit]''' | |||
# Under '''ServiceDesk Case Settings''', enter a comma-separated list of email addresses to which notifications will be sent, using the rules defined above. | |||
{{Note|In this section you can also specify who gets an email when someone posts a new question to the [[Community]]--if the community feature is enabled.}} | |||
===Turn Off Automatic Case Assignments=== | |||
By default, the first person to respond to a new Case becomes the owner of the case. To change that behavior: | |||
# Go to '''[[File:GearIcon.png]] > Account Management > Company Information''' | |||
# Click '''[Edit]''' | |||
# Under '''ServiceDesk Case Settings''', turn off the option to '''Assign Ownership on First Response''' | |||
# Click '''[Save]''' | |||
==Task-Related Customizations== | ==Task-Related Customizations== | ||
===Change Task Notifications=== | ===Change Task Notifications=== | ||
Revision as of 18:40, 27 July 2015
The ServiceDesk application comes with some pre-set initial behaviors that can be easily modified. This section discusses them.
Case-Related Customizations
Change Case Notifications
These Rules cause case-related notifications to be sent automatically after a certain amount of time has elapsed. You can turn them off or modify them quite easily:
- Go to
> Case Automation > Business Rules > Timer Rules - There, you find two rules:
- One sends a message 36 hours after a case is put into "Pending" status.
- The other sends a message 3 hours after a new case is created, if the status hasn't changed.
(By default, the status automatically changes to "Open" when someone sends a message from that case.)
- Click the On/Off button next to either rule to disable it.
- Or click the rule to edit it.
Specify who gets Case-Related Notifications
- Go to > Account Management > Company Information
- Click [Edit]
- Under ServiceDesk Case Settings, enter a comma-separated list of email addresses to which notifications will be sent, using the rules defined above.
Note: In this section you can also specify who gets an email when someone posts a new question to the Community--if the community feature is enabled.
Turn Off Automatic Case Assignments
By default, the first person to respond to a new Case becomes the owner of the case. To change that behavior:
- Go to > Account Management > Company Information
- Click [Edit]
- Under ServiceDesk Case Settings, turn off the option to Assign Ownership on First Response
- Click [Save]