Request Settings

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Introduction Use Request Settings to control the behaviour of various features on Requests in Service Manager

Related Articles Request Types Service Level Agreements Request Sub Statuses Resolve and Close Request Action Item

On Hold Settings

Choose which request actions will be enabled when a request is placed on hold, by default the following actions are enabled:

• Update
• Boards
• Cancel

Tick any actions which you wish to allow whilst requests are on-hold, or untick those which you wish to disable. Use the Save option to apply the changes.

Revert any changes to the default settings by using the option

Resolve Settings

Manage the Resolve settings to control the behaviour when resolving requests

• All manual Resolve / Close without an owner
• Automatically mark SLM Resolution Timer as part of the resolve action? If using BPM to mark the resolution timer at times other than when resolving this should be turned off
• Enable the option to action on linked requests against a request through the Resolve tab
• This will prevent a request from resolving if it has open activities

Customer Section

Choose which customer attributes will be displayed in the customer details section on request forms

• Tick any actions which you wish to allow whilst requests are on-hold, or untick those which you wish to disable.

• Revert any changes to the default settings by using the option

A customer of a request can be either a user or a contact, as such you can configure the required attributes you wish to display depending on the type of customer of the request.