Use > Service Desk > Service Desk administration > Configure the Service Desk settings

Configure the Service Desk settings

Applies to User Roles:

System Administrator

To configure Service Desk settings:

  1. Click Service Desk > Administration > Settings in the System Navigator.
  2. Configure the following settings for the Service Desk application:

    Setting

    Description

    Allow Escalation

    Whether or not you can escalate the interactions. In the out-of-box setting, escalation is allowed.

    Note You can only escalate an interaction when the Allow Escalation option is selected both in the Settings menu here and in the category definition for the specific category assigned to the interaction.

    Enable "Create New Interaction" Menu Entry This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box).

    Default Category

    The default category when you create a new interaction. The out-of-box value for this parameter is None.

    The default category is used when you click Create New Interaction:

    If no default category is defined, you are prompted to select a category before the interaction detail screen appears.

    If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.

    Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category.

  3. Click Save.