Customizing ServiceDesk Operations

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:

1. Go to > Case Automation > Business Rules > Timer Rules
2. 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.)

3. Click the On/Off button next to either rule to disable it.
4. Or click the rule to edit it.

Specify who gets Case-Related Notifications

1. Go to > Account Management > Company Information
2. Click [Edit]
3. 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:

1. Go to > Account Management > Company Information
2. Click [Edit]
3. Under ServiceDesk Case Settings, turn off the option to Assign Ownership on First Response
4. Click [Save]