Incident Management General Settings
Overview
The General Settings section in Incident Management within BOSSDesk allows you to configure default behaviors and policies for handling incidents and tickets, ensuring the incident management processes align with notification rules, service levels, and organizational workflows.
Key Features
- The General Settings section allows you to configure default priority, assigned team, and business hours/holiday calendars for service commitment tracking.
- You can control who can access, manage, and close incidents based on roles and visibility rules.
- The General Settings section allows you to set up automated alerts for ticket updates, escalations, and status changes.
- This section allows you to enforce required fields, approval steps, and policy-based workflows before closing tickets.
- You can create custom fields to personalize forms to your processes and ensure accurate data collection for reporting.
How to Configure General Helpdesk Settings?
To customize default ticket behaviors, follow the steps below.
Navigate to Settings > Incident Management > General Settings.
The Helpdesk Settings page is displayed.
Enter or select the required values in the fields. Please refer to the table below for field names and their descriptions.
Note: All fields marked with an asterisk (*) are mandatory.
| Field | Description |
|---|---|
| Default Ticket Comment Visibility | Audience to whom ticket comments are visible by default. The available options are Public: Everyone can view the ticket comments and Private: Specific individuals only can view the ticket comments |
| Default Priority | Initial priority level for newly created tickets |
| Default Team for Tickets | Default team assigned to handle tickets. This can be overridden manually when needed. |
| Default Business Hours | Default working hours for ticket handling |
| Can Requesters create Ticket on end-user portal? | Whether the requesters can create tickets on the end user portal |
| Should closed Ticket be reopened when Requester replies to it via e-mail? | Whether the closed ticket should be reopened when the requester replies to it via Email |
| Should CC'd addresses of incoming emails be added as Watchers? | Whether to automatically add CC’d recipients from ticket-related emails as watchers for notification purposes |
| Suppress Team notifications when Agent is already receiving notifications | Whether to avoid duplicate notifications to the team if an individual agent is already being notified |
| Show Ticket Extended Status on end-user portal | Whether to display detailed ticket statuses on the end-users portal |
Scroll down the page and click Save.
Note: You can update the Closing restriction and Requester custom fields now or later as needed.
The general helpdesk settings are configured successfully.
How to Configure Closing Restrictions Settings?
You can configure closing restrictions settings to ensure tickets, problems, or changes meet specific criteria before they are closed
On the Helpdesk Settings page, scroll down to the Closing restrictions section.
Check the box(es) to configure the restrictions for closing. Please refer to the following table for checkbox names and their descriptions.
| Field | Description |
|---|---|
| Allow closing Tickets with open Tasks | Whether to allow the closure of tickets even if there are incomplete or open tasks associated with them |
| Allow closing Tickets with Pending Approvals | Whether to allow tickets to be closed despite having pending approval requests |
| Allow closing Tickets Without public Comments | Whether to allow the closure of tickets without requiring public comments to be added |
| Allow closing Tickets Without Time Entries | Whether to allow the closure of tickets without logging any time entries |
| Allow closing Problems with open Tasks | Whether to allow the closure of problems even if there are incomplete or open tasks associated with them |
| Allow closing Problems with Pending Approvals | Whether to allow problems to be closed despite having pending approval requests |
| Allow closing Problems Without Time Entries | Whether to allow the closure of issues without logging any time entries |
| Allow closing Changes with open Tasks | Whether to allow the closure of changes even if there are incomplete or open tasks associated with them |
| Allow closing Changes with Pending Approvals | Whether to allow problems to be closed despite having pending approval requests |
| Allow closing Changes Without Time Entries | Whether to allow the closure of changes without logging any time entries |
Scroll down the page and click Save.
The configuring closing restrictions settings update is displayed.
How to Configure Requester Custom Fields Settings?
You can configure the Requester Custom Fields Settings to allow organizations to display and search user-specific data.
On the Helpdesk Settings page, scroll down to the Requester Custom Fields section.
Check the box(es) to configure the requester custom fields. Please refer to the following table for checkbox names and their descriptions.
| Field | Description |
|---|---|
| Show on Ticket details screen | Whether to display the custom field on the ticket details page |
| Include in Ticket Requester search | Whether to allow the custom field to be used as a filter when searching for tickets based on the requester's details |
| Include in Ticket advanced search available columns | Whether to allow the custom field to be used as a selectable column in advanced search results |
Click Save.
The requester custom fields settings are successfully configured.