Difference between revisions of "Customizing ServiceDesk Operations"
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imported>Aeric (Created page with "The ServiceDesk application comes with some pre-set initial behaviors that can be easily modified. This section discusses them. ==Change Case Notifications== These Rules cau...") |
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The [[ServiceDesk application]] comes with some pre-set initial behaviors that can be easily modified. This section discusses them. | The [[ServiceDesk application]] comes with some pre-set initial behaviors that can be easily modified. This section discusses them. | ||
==Change Case Notifications== | ==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: | 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]] > Case Automation > Business Rules > Timer Rules''' | # 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. | ||
#:* The other sends a message 3 hours after a new case is created, if the status hasn't changed.<br>( | #:* The other sends a message 3 hours after a new case is created, if the status hasn't changed.<br>(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. | # Click the On/Off button next to either rule to disable it. | ||
# Or click the rule to edit it. | # Or click the rule to edit it. | ||
===Turn Off Automatic Case Assignments=== | |||
===Specify who gets Case-Related Notifications=== | |||
{{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.}} | |||
==Change Task Notifications== | ==Task-Related Customizations== | ||
===Change Task Notifications=== | |||
Revision as of 18:36, 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.
Turn Off Automatic Case Assignments
Specify who gets Case-Related Notifications
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.
