Introduction
The Settings section allows administrators to define how various ticket types behave during their lifecycle. These configurations ensure standardized ticket handling, enforce accountability, and improve traceability by making certain fields or actions mandatory. Each ticket type (like Service Request, Incident, Problem, Change Request, etc.) has its own set of configurable rules.
Service desk settings - Entities
The following entities are available on the service desk to address user requirements.
| Entity | Description |
|---|---|
| Service Request | A predefined, low-risk request raised by users for standard services or changes that don’t require extensive approval. |
| Incident | An unplanned interruption or reduction in the quality of an IT service that affects normal operations. |
| Problem | The underlying cause of one or more related incidents, often without an immediately known root cause. |
| Change Request | A formal proposal to add, modify, or remove a service or configuration, subject to an approval process. |
| Task | A scheduled, one-time activity assigned to specific resources for execution at a defined time. |
| Time Bound | A time-based, recurring or one-off activity used to automate access to remote resources. |
| Conversation | A threaded communication channel between stakeholders to collaborate on a ticket. |
| A notification or update sent via email to keep users informed about ticket activity or status. | |
| SLA (Service Level Agreement) | A defined agreement that sets expectations for response and resolution times for service requests or incidents. |
Configure the service desk
You can configure and customize the Service Desk to suit your requirements through the following features.
You can configure Service Desk features at the client level or partner level.
- Configurations done at the partner level apply to all clients under the partner.
- Configurations done at the client level apply to the specific client.
To configure the Service Desk:
Navigate to Setup > Account > Service Desk.The Settings page opens by default.
Configure the property settings.
Click SAVE.