Service Manager Settings

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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.

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.customer.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.

• guest.servicemanager.portal.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.

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'

- 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.

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.

• 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.