Documentation - Configuration
General Configuration
The General Configuration screen allows you to set general parameters for the application. The parameters are organized into tabbed categories to make them easier to find.
Once you have made your desired changes, click the Apply or Save button to apply them.
Options
General parameters for enabling or disabling system features
Use BBCode for Case Entry - If enabled, will allow the use of BBCode in the text fields of the case detail screen (the description, notes, and solution). BBCode tags (which can be entered via the toolbar that appears next to each text field when this option is enabled) can be used to format and emphasize text, include linkable URLs, include images linked from remote sites, and create bulleted lists.
Note: If this setting is disabled, BBCode tags could be put into the case text fields manually by the user, but it would not be parsed into HTML formatted code when displayed - it would be displayed as the text of the tag
Show Status Chart on Control Panel - Displays a status chart on the front-end control panel for reps and admins. The chart includes details about the number of cases assigned to the rep and their categorization. For admins, the chart also includes similar information about all cases in the system.
Notifications
Parameters for system email notifications to users, reps and admins.
Notification Sender Name - sender name displayed in notification emails.
Reply Address - email address users can reply to when responding to notification messages.
Helpdesk Base URL - URL for links that are placed in notification messages.
Email address to notify for all new cases - a single email address that will receive notifications of all new cases added to system (leave blank to disable this feature).
Notify User on Case Update - sets whether to notify users when cases they entered are updated.
Defaults
Default settings for various fields and functions in system.
Default Priority - sets default priority given to new cases.
Pager Priority - sets priority at which a notificaton will be set to the assigned rep's pager address.
Default Status - sets default status given to new and reopened cases.
Closed Status - defines the selected status level as closed in the system. Closed cases are filtered from most screens and cannot be altered.
Default Department - sets the department that will be assigned to cases when a department is not given or the user doesn't have permission to set the department.
Default Category - sets the category that will be assigned to cases when a category is not given or the user doesn't have permission to set the category.
Default Language - sets default language for new users.
Permissions
Determines level of user authority necessary to use system functions and set form fields. Note that, if a user doesn't have the authority to view a field (see Displayed Fields section below), they will not be able to set it regardless of the permissions set here.
Allow User Select on New Cases - sets whether to provide a drop-down list of system users on the problem entry screen.
Knowledgebase View Authority - sets who, if anyone, has rights to search the knowledgebase.
Set Department - sets who has permission to set the department field on the detail form. If not set to 'Anyone', there must be a default department configured in the Defaults section above.
Set Location - sets who has permission to set the location field on the detail form.
Set Phone - sets who has permission to set the phone field on the detail form.
Set Category - sets who has permission to set the category field on the detail form. If not set to 'Anyone', there must be a default category configured in the Defaults section above.
Set Status - sets who has permission to set the status field on the detail form. If not set to 'Anyone', there must be a default status configured in the Defaults section above.
Set Priority - sets who has permission to set the priority field on the detail form. If not set to 'Anyone', there must be a default priority configured in the Defaults section above.
Set Rep - sets who has permission to set the assigned rep field on the detail form. If a user doesn't have permission to set this field, a default will be chose based upon the problem category.
Set Time Spent - sets who has permission to set the time spent field on the detail form.
Displayed Fields
Determines which functions and fields are visible to which users on forms and views. Note that, if a user doesn't have the authority to view a field, they will not be able to set it regardless of the permissions set in the Permissions section above.
Show Department To - sets user level necessary to see the department field on the detail form. If not set to 'Anyone', there must be a default department configured in the Defaults section above.
Show Location To - sets user level necessary to see the location field on the detail form.
Show Phone To - sets user level necessary to see the phone field on the detail form.
Show Category To - sets user level necessary to see the category field on the detail form. If not set to 'Anyone', there must be a default category configured in the Defaults section above.
Show Status To - sets user level necessary to see the status field on the detail form. If not set to 'Anyone', there must be a default status configured in the Defaults section above.
Show Priority To - sets user level necessary to see the priority field on the detail form. If not set to 'Anyone', there must be a default priority configured in the Defaults section above.
Show Rep To - sets user level necessary to see the assigned rep field on the detail form.
Show Time Spent To - sets user level necessary to see the time spent field on the detail form.
File Attachments
File attachment settings are covered in more depth in the File Attachment article.