Difference between revisions of "Service Manager Settings"

Revision as of 21:01, 23 June 2021

Home > Administration > Service Manager > Settings

Introduction

The various application settings associated with Hornbill Service Manager can be configured in Hornbill administration under Home > Service Manager > Settings. The page below describes some of the more commonly used settings. This is not a complete list and more settings can be viewed within Administration.

Email Settings

Archiving Emails

The Shared Mailboxes can be configured to automatically move the email into a folder of your choice.

servicemanager.email.archive

- The default setting for this is 'ON'

- When this setting is set to 'OFF' the email will remain in its current folder and the archiveFolderName setting will be ignored

servicemanager.eamil.archiveFolderName

- The default folder name for this is 'Deleted Items'

- This setting applies to all Shared Mailboxes that Service Manager Users have access to.

Email Authorisation

An email can be sent to a user that is assigned an authorisation task. The user must be a full user and not a Basic user in order to receive and process the email authorisation.

app.request.sendEmailToAuthorisers

The default setting for this is OFF

guest.app.authorisations.email.revealOutcomes

By default, an option to accept or reject the authorization is included as part of the authorization email. Turning this setting off will remove this option and the user will only have the option to view the authorisation.

Category Settings

servicemanager.request.closureCategory.default.enabled

- The default setting for this is 'Off'

- When this setting is 'On' the resolution category will be mandatory for all requests

- If there are no defined Closure Categories, this setting is ignored

Portal Settings

guest.servicemanager.customer.request.showHistoricUpdates

- The default setting for this is 'Off'

- When this setting is 'On' users of the Customer Portal will be able to see an additional collapsable panel on their requests view, containing any historical request update data which may have been imported from a previous Service Management tool which relates to that request. This section will only be visible on imported requests.

guest.servicemanager.portal.request.showHistoricUpdates

- The default setting for this is 'Off'

- When this setting is 'On' users of the Service Portal will be able to see an additional collapsable panel on their requests view, containing any historical request update data which may have been imported from a previous Service Management tool which relates to that request. This section will only be visible on imported requests.

guest.servicemanager.portal.request.questions.hideUnansweredQuestions

- The default setting for this is 'Off'

- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms in the Service Portal

guest.servicemanager.customer.request.questions.hideUnansweredQuestions

- The default setting for this is 'Off'

- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms in the Customer Portal

servicemanager.portal.requests.showStaffRequests

- The default setting for this is 'Off'

- When the setting is 'On' Manager's will be able to view requests raised by their direct staff via the Service Portal.

- Manager refers to the named user who is populated in the Manager field in a staff user's profile.

guest.servicemanager.portal.request.enableServiceRequestCancellation

- The default setting for this is 'Off'

- When this setting is 'On' Customers on the Service Portal will be able to cancel their Service Requests if no longer needed.

- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.

- Customers will also need to be assigned the Self Service Request Cancel User role in order to use this feature

guest.servicemanager.customer.request.enableServiceRequestCancellation

- The default setting is 'Off'

- When the setting is 'On' Contacts on the Customer Portal will be able to cancel their Service Requests if no longer needed.

- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.

- Customers will need to be enabled to use this feature via the Portal Access option available under the Organisation > Request tab

guest.servicemanager.portal.additionalRequestTypes.change

- The default is 'Off'

- When the setting is 'Off' customers will not see Changes on the portals requests lists, nor see any configured portal visible Change Catalog Items

- When the setting is 'On' customers will see All new and historic Change records in the request lists on the portals where they are the marked as the customer

- When the setting is 'On' customers will have the option to see and use portal visible change catalog Items for their subscribed services

Progressive Capture Settings

servicemanager.progressiveCapture.servicedetails.enableSupportVisibility

- The default setting for this is 'Off'

- When the setting is 'On' the Services displayed on the Progressive Capture Service's form will be filtered to both those which the customer is subscribed too, and also to those Services which the analyst's logging the requests team's Support.

app.request.questions.hideUnansweredQuestions

- The default setting for this is 'Off'

- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms

app.itsm.progressiveCapture.organizationDetails.allowOrgRequestsList

- The default setting for this is 'Off'

- When the setting is 'On' the analyst viewing the Progressive Capture Organisation Details form, will see the active requests for the organisation in the righthand panel

- The requests returned will be active, and will only display the requests raised against services which the viewing analyst's teams support.

app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests

- The default setting for this is 'Off'

- This setting determines whether an agent is granted visibility to unsupported customer Requests in the 'Customer Search', 'Contact Search' or 'Co-worker Search' forms in Progressive Capture. When disabled, an agent will have visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).

Request List Settings

com.hornbill.servicemanager.requestList.restrictions.service

- The default setting for this is 'ON'

- When this setting is on, it is only possible to perform multi-select actions against requests logged against the same service. If selecting requests logged against different services the multi-select action buttons will be hidden

- When the setting is off, it is possible to perform multi-select actions against requests logged against different services

com.hornbill.servicemanager.requestList.restrictions.type

- The default setting for this is 'ON'

- When this setting is on, it is only possible to perform multi-select actions against requests of the same type. If selecting requests of different types, the multi-select action buttons will be hidden

- When the setting is off, it is possible to perform multi-select actions against requests of any types.

By turning off the multi-select restrictions, the supporting teams logic is disabled on the assign option on the request list, making it possible to assign requests to teams which are not listed as supporting the services which requests are logged against.

webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers

- The default setting for this is 'OFF'

- When the setting is on, it is possible for ANY Service Manager subscriber to see any requests which are not assigned to any team

- When the setting is off, it is only possible for Service Manager subscribers with the Service Desk Admin role to see any requests which are not assigned to any teams

Request Settings

app.request.questions.excludeConditionalQuestions

- The default setting for this in 'OFF'

- When the setting is off, conditional progressive capture questions which were not displayed in progressive capture flows will appear in the Questions section on the request forms

- When the setting is on, conditional progressive capture questions which were not displayed in progressive capture flows will not appear in the Questions section on the request forms

Timeline Settings

guest.servicemanager.request.timeline.showShortPostTitle

- When this setting is on, it will display the name of the user who posted on the timeline of the request, when viewing the timeline of the request in the Customer and Service Portals.

- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.

- The default setting for this is 'ON'

servicemanager.request.timeline.showShortPostTitle

- When this setting is on, it will display the name of the user who posted on the timeline of the request in the user app, when viewing the timeline of the request.

- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.

- The default setting for this is 'ON'

guest.servicemanager.request.timeline.availablePostTypes.editPost

- This setting determines the type of posts that a user is allowed to edit. By selecting additional post types, this will allow a user to edit their own post in a Timeline, provided that the post has not been liked or commented on.

- The default setting for this is 'None' i.e. the option to edit a post will be disabled.

Configuration Management Settings

app.cm.explorer.diagram.expand

These are the entities that can be expanded in the Explorer. The entities with 'false' will have no icon expand/collapse. If a new entity is added in the future in the Conf. Manager app, and this object is not updated with the new entity name, then its value will be set to the default value, which is 'false' (i.e. the user will not be able to expand/collapse the nodes for that entity). The entities currently shown in the diagram are Asset, Colleagues, Contact, Attachment, Requests, Services.

Default Settings

"Asset" : true,
"Colleagues" : false,
"Contact" : false,
"Attachment" : false,
"Requests" : true,
"Services" : true,
"default" : false

app.cm.explorer.diagram.level.max

The max level shown in the explorer. Min value is 2 (root plus children)

Default Setting

app.cm.explorer.items.dependencies

This setting holds the possible dependencies that can be set between two entities. The possible entities are Asset, Colleagues, Contact, Attachment, Requests, Services. The property "defs" hold all possible list of values. To associate a list to two linked entities, you must add a property by following this rule: From + entity1 + To + entity2, where entity1 and entity2 can be any value chosen from Asset, Colleagues, Contact, Attachment, Requests, Services. If the two entities are the same (for example 2 assets), then you may define the list of possible values as AssetFromParentToChild and AssetFromChildToParent. For other entities works the same way. Any missing value will detault to the list in defs.default.

"defs" : {
"set1" : ["Connected To", "Depends On", "Installed On"],
"set2" : ["Connected To", "Depends On", "Installed On"],
"default" : ["Connected To", "Depends On", "Installed On"]
         }
"FromAssetToRequests" : "set1",
"FromRequestsToAsset" : "set2",
"FromAssetToServices" : "set2",
"AssetFromParentToChild" : "set2",
"AssetFromChildToParent" : "set2"

app.cm.explorer.items.inPolicy

{{{2}}}

"Asset" : true,
"Colleagues" : true,
"Contact" : true,
"Attachment" : true,
"Requests" : true,
"Services" : true,
"default" : true

@@ Line 2: / Line 2: @@
 __NOTOC__[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Settings
 </div>
+{|style="width: 100%"
+|- valign="top"
+|style="width:73%"|
 == Introduction ==
+The various application settings associated with Hornbill Service Manager can be configured in Hornbill administration under '''''Home > Service Manager > Settings'''''. The page below describes some of the more commonly used settings. This is not a complete list and more settings can be viewed within Administration.
+|style="width:5%"|
+|
+|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
+== Related Articles ==
+:* [[Service_Manager_Notification_Settings|Service Manager Notification Settings]]
+|}
 == Email Settings ==
+{{#ev:youtube|sMPV58E_ar8|300|right}}
 === Archiving Emails ===
@@ Line 15: / Line 29: @@
 :- The default folder name for this is 'Deleted Items'
 :- This setting applies to all Shared Mailboxes that Service Manager Users have access to.
+=== Email Authorisation ===
+An email can be sent to a user that is assigned an authorisation task.  The user must be a full user and not a ''Basic'' user in order to receive and process the email authorisation.
+:* ''app.request.sendEmailToAuthorisers''
+:: The default setting for this is ''OFF''
+:* ''guest.app.authorisations.email.revealOutcomes''
+:: By default, an option to ''accept'' or ''reject'' the authorization is included as part of the authorization email.  Turning this setting off will remove this option and the user will only have the option to view the authorisation.
 == Category Settings ==
@@ Line 42: / Line 63: @@
 :- Manager refers to the named user who is populated in the '''Manager''' field in a staff user's profile.
-* ''guest.servicemanager.customer.request.enableServiceRequestCancellation''
+* ''guest.servicemanager.portal.request.enableServiceRequestCancellation''
 :- The default setting for this is 'Off'
 :- When this setting is 'On' Customers on the Service Portal will be able to cancel their Service Requests if no longer needed.
 :- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.
+:- Customers will also need to be assigned the '''Self Service Request Cancel User''' role in order to use this feature
-* ''guest.servicemanager.portal.request.enableServiceRequestCancellation''
+* ''guest.servicemanager.customer.request.enableServiceRequestCancellation''
 :- The default setting is 'Off'
 :- When the setting is 'On' Contacts on the Customer Portal will be able to cancel their Service Requests if no longer needed.
 :- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.
+:- Customers will need to be enabled to use this feature via the '''Portal Access''' option available under the Organisation > Request tab
+* ''guest.servicemanager.portal.additionalRequestTypes.change''
+:- The default is 'Off'
+:- When the setting is 'Off' customers will not see Changes on the portals requests lists, nor see any configured portal visible Change Catalog Items
+:- When the setting is 'On' customers will see '''All''' new and historic Change records in the request lists on the portals where they are the marked as the customer
+:- When the setting is 'On' customers will have the option to see and use portal visible change catalog Items for their subscribed services
 == Progressive Capture Settings ==
@@ Line 69: / Line 98: @@
 * ''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests''
 :- The default setting for this is 'Off'
-:- When the setting is 'On' the analyst viewing the Customer Details Progressive Capture form, will only see the customers request's which have been logged against services which the analyst's team's support.
+:- This setting determines whether an agent is granted visibility to unsupported customer Requests in the 'Customer Search', 'Contact Search' or 'Co-worker Search' forms in Progressive Capture. When disabled, an agent '''will have''' visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).
+== Request List Settings ==
+* ''com.hornbill.servicemanager.requestList.restrictions.service''
+:- The default setting for this is 'ON'
+:- When this setting is on, it is only possible to perform multi-select actions against requests logged against the same service.  If selecting requests logged against different services the multi-select action buttons will be hidden
+:- When the setting is off, it is possible to perform multi-select actions against requests logged against different services
+* ''com.hornbill.servicemanager.requestList.restrictions.type''
+:- The default setting for this is 'ON'
+:- When this setting is on, it is only possible to perform multi-select actions against requests of the same type.  If selecting requests of different types,  the multi-select action buttons will be hidden
+:- When the setting is off, it is possible to perform multi-select actions against requests of any types.
+[[File:Information.png|14px|text-top|Information]] By turning off the multi-select restrictions, the supporting teams logic is disabled on the assign option on the request list, making it possible to assign requests to teams which are not listed as supporting the services which requests are logged against.
+* ''webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers''
+:- The default setting for this is 'OFF'
+:- When the setting is on, it is possible for '''ANY''' Service Manager subscriber to see any requests which are not assigned to any team
+:- When the setting is off, it is only possible for Service Manager subscribers with the '''Service Desk Admin''' role to see any requests which are not assigned to any teams
+== Request Settings ==
+* ''app.request.questions.excludeConditionalQuestions''
+:- The default setting for this in 'OFF'
+:- When the setting is off, conditional progressive capture questions which were not displayed in progressive capture flows will appear in the '''Questions''' section on the request forms
+:- When the setting is on, conditional progressive capture questions which were not displayed in progressive capture flows will not appear in the '''Questions''' section on the request forms
-== Timeline  Settings ==
+== Timeline Settings ==
 * ''guest.servicemanager.request.timeline.showShortPostTitle''
-:- The default setting for this is 'ON'
 :- When this setting is on, it will display the name of the user who posted on the timeline of the request, when viewing the timeline of the request in the Customer and Service Portals.
 :- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.
+:- The default setting for this is 'ON'
 * ''servicemanager.request.timeline.showShortPostTitle''
-:- The default setting for this is 'ON'
 :- When this setting is on, it will display the name of the user who posted on the timeline of the request in the user app, when viewing the timeline of the request.
 :- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.
+:- The default setting for this is 'ON'
+* ''guest.servicemanager.request.timeline.availablePostTypes.editPost''
+:- This setting determines the type of posts that a user is allowed to edit. By selecting additional post types, this will allow a user to edit their own post in a Timeline, provided that the post has not been liked or commented on.
+:- The default setting for this is 'None' i.e. the option to edit a post will be disabled.
+== Configuration Management Settings ==
+{{bullet1|app.cm.explorer.diagram.expand|These are the entities that can be expanded in the Explorer. The entities with 'false' will have no icon expand/collapse.  If a new entity is added in the future in the Conf. Manager app, and this  object is not updated with the new entity name, then its value will be set to the default value, which is 'false' (i.e. the user will not be able to expand/collapse the nodes for that entity). The entities currently shown in the diagram are Asset, Colleagues, Contact, Attachment, Requests, Services.}}
+{{bullet2|Default Settings|
+ "Asset" : true,
+ "Colleagues" : false,
+ "Contact" : false,
+ "Attachment" : false,
+ "Requests" : true,
+ "Services" : true,
+ "default" : false
+}}
+{{bullet1|app.cm.explorer.diagram.level.max|The max level shown in the explorer. Min value is 2 (root plus children)}}
+{{bullet2|Default Setting|
+}}
+{{bullet1|app.cm.explorer.items.dependencies|This setting holds the possible dependencies that can be set between two entities. The possible entities are Asset, Colleagues, Contact, Attachment, Requests, Services. The property "defs" hold all possible list of values.  To associate a list to two linked entities, you must add a property by following this rule: From + entity1 + To + entity2, where entity1 and entity2 can be any value chosen from Asset, Colleagues, Contact, Attachment, Requests, Services. If the two entities are the same (for example 2 assets), then you may define the list of possible values as AssetFromParentToChild and AssetFromChildToParent. For other entities works the same way. Any missing value will detault to the list in defs.default. }}
+ "defs" : {
+ "set1" : ["Connected To", "Depends On", "Installed On"],
+ "set2" : ["Connected To", "Depends On", "Installed On"],
+ "default" : ["Connected To", "Depends On", "Installed On"]
+          }
+ "FromAssetToRequests" : "set1",
+ "FromRequestsToAsset" : "set2",
+ "FromAssetToServices" : "set2",
+ "AssetFromParentToChild" : "set2",
+ "AssetFromChildToParent" : "set2"
+{{bullet1|app.cm.explorer.items.inPolicy|They are the entities that can be set in/out policy. The entities with 'false' will have no property inPolicy=true/false. If a new entity is added in the future in the Conf. Manager app, and this object is not updated with the new entity name, then its value will be set to the default value, which is 'true' (i.e. the user will be able to put the new items in/out of policy). The entities currently shown in the diagram are Asset, Colleagues, Contact, Attachment, Requests, Services.}}
+ "Asset" : true,
+ "Colleagues" : true,
+ "Contact" : true,
+ "Attachment" : true,
+ "Requests" : true,
+ "Services" : true,
+ "default" : true
+<br>
 [[Category:Administration]]

Difference between revisions of "Service Manager Settings"

Revision as of 21:01, 23 June 2021

Introduction

Related Articles

Email Settings

Archiving Emails

Email Authorisation

Category Settings

Portal Settings

Progressive Capture Settings

Request List Settings

Request Settings

Timeline Settings

Configuration Management Settings

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