Customizing ServiceDesk Operations
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Revision as of 18:29, 27 July 2015 by 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...")
The ServiceDesk application comes with some pre-set initial behaviors that can be easily modified. This section discusses them.
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.
(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.
