Difference between revisions of "Options Manager"

[[Category:Configuration]]

[[Category:Configuration]]

{{Global Header}}

{{Global Header}}

== Archive and Purge ==

== Archive and Purge ==

|-

|-

| '''busy_agent_threshold'''

| '''busy_agent_threshold'''

|

|

|

|

| '''default_schedule'''

| '''default_schedule'''

|

|

|

|

| '''rule_archive_path'''

| '''rule_archive_path'''

|

|

|

|

| '''rule_history_length'''

| '''rule_history_length'''

|

|

== Asset Information Service ==

== Asset Information Service ==

|-

|-

| '''allow_exceed'''

| '''allow_exceed'''

| Installing this option allows the number of parents an Asset/CI has to exceed the value of the Inventory Count field.

| Installing this option allows the number of parents an Asset/CI has to exceed the value of the Inventory Count field.

|

|

| '''allow_unrestricted_asset_upd'''

| '''allow_unrestricted_asset_upd'''

| Installing this option allows Service Desk users to fully modify Assets/CIs owned by Unicenter Asset Portfolio Management. If not installed  only a limited number can be modified.

| Installing this option allows Service Desk users to fully modify Assets/CIs owned by Unicenter Asset Portfolio Management. If not installed  only a limited number can be modified.

== Audit Log ==

== Audit Log ==

|-

|-

| '''audit_ins'''

| '''audit_ins'''

| If installed, data inserts will be added to the audit logging.  

| If installed, data inserts will be added to the audit logging.  

|

|

| '''audit_upd'''

| '''audit_upd'''

| If installed, field updates will be added to the audit logging.  

| If installed, field updates will be added to the audit logging.  

== CA Workflow ==

== CA Workflow ==

|-

|-

| '''cawf_password'''

| '''cawf_password'''

| Identifies the password to accompany the cawf_username option.

| Identifies the password to accompany the cawf_username option.

|

|

| '''cawf_pm_location'''

| '''cawf_pm_location'''

|

|

|

|

| '''cawf_pm_url'''

| '''cawf_pm_url'''

|

|

|

|

| '''cawf_username'''

| '''cawf_username'''

| Identifies the user for the CA Workflow IDE.

| Identifies the user for the CA Workflow IDE.

|

|

| '''cawf_wl_location'''

| '''cawf_wl_location'''

|

|

|

|

| '''cawf_wl_url'''

| '''cawf_wl_url'''

|

|

== Change Order Mgr ==

== Change Order Mgr ==

|-

|-

| '''asset_only_one_chg'''

| '''asset_only_one_chg'''

| Restricts an Asset/CI from being attached to multiple active Change Orders at the same time.

| Restricts an Asset/CI from being attached to multiple active Change Orders at the same time.

|

|

| '''Category_Defaults'''

| '''Category_Defaults'''

| When installed will set the Change Order Assignee, Group, and Organization fields to the default values identified in the Category. The defaults are only set if the user has not already set these fields. If using Default Group and Default Assignee, the Assignee must be a member of the Group.  

| When installed will set the Change Order Assignee, Group, and Organization fields to the default values identified in the Category. The defaults are only set if the user has not already set these fields. If using Default Group and Default Assignee, the Assignee must be a member of the Group.  

|

|

| '''chg_actlog'''

| '''chg_actlog'''

| When installed, the Change Order is saved when an Activity (Log Comment, Transfer, Escalate, etc.) is performed. This updates the last modified timestamp on the ticket.

| When installed, the Change Order is saved when an Activity (Log Comment, Transfer, Escalate, etc.) is performed. This updates the last modified timestamp on the ticket.

|

|

| '''chg_allow_sla_downgrade'''

| '''chg_allow_sla_downgrade'''

| Requires chg_sla be installed. This options allows for the automatic downgrade of a Change Order's Service Type. If the Change Order's attributes change that warrants a Service Type change, this option permits a Service Type of lesser Rank to become the active Service Type. This option is used in conjunction with classic SLA processing.  

| Requires chg_sla be installed. This options allows for the automatic downgrade of a Change Order's Service Type. If the Change Order's attributes change that warrants a Service Type change, this option permits a Service Type of lesser Rank to become the active Service Type. This option is used in conjunction with classic SLA processing.  

|

|

| '''chg_auto_events'''

| '''chg_auto_events'''

| Requires chg_auto_events_count and chg_auto_events_name. Activates the Auto Event functionality for Change Orders.

| Requires chg_auto_events_count and chg_auto_events_name. Activates the Auto Event functionality for Change Orders.

|

|

| '''chg_auto_events_count'''

| '''chg_auto_events_count'''

| Requires chg_auto_events and chg_auto_events_name. This option specifies the number of Auto Events to be attached. Auto Events are identified by combining the the naming convention with a number. For example: Auto Event 1, Auto Event 2, Auto Event 3, etc. If the chg_auto_events_count is 3, then the first three Auto Events will be attached.

| Requires chg_auto_events and chg_auto_events_name. This option specifies the number of Auto Events to be attached. Auto Events are identified by combining the the naming convention with a number. For example: Auto Event 1, Auto Event 2, Auto Event 3, etc. If the chg_auto_events_count is 3, then the first three Auto Events will be attached.

|

|

| '''chg_auto_events_name'''

| '''chg_auto_events_name'''

| Requires chg_auto_events and chg_auto_events_count. This option specifies the naming convention of the Auto Events. Auto Events are identified by combining the the naming convention with a number. For example: Auto Event 1, Auto Event 2, Auto Event 3, etc.  

| Requires chg_auto_events and chg_auto_events_count. This option specifies the naming convention of the Auto Events. Auto Events are identified by combining the the naming convention with a number. For example: Auto Event 1, Auto Event 2, Auto Event 3, etc.  

| Auto Event

| Auto Event

| '''chg_list_volat'''

| '''chg_list_volat'''

| This option is used to determine whether the Change Order List is DYNAMIC or STATIC. For a DYNAMIC list, updates occurr after any creation or deletion. For STATIC lists, the list remains constant until regenerated.  

| This option is used to determine whether the Change Order List is DYNAMIC or STATIC. For a DYNAMIC list, updates occurr after any creation or deletion. For STATIC lists, the list remains constant until regenerated.  

|

|

| '''chg_sla'''

| '''chg_sla'''

| Requires classic_sla_processing be installed. When installed, the Service Type with the smallest ranking among Requester, Affected Contact, and Category is applied.  

| Requires classic_sla_processing be installed. When installed, the Service Type with the smallest ranking among Requester, Affected Contact, and Category is applied.  

|

|

| '''delete_null_properties'''

| '''delete_null_properties'''

| If installed, when a Category change occurs on an existing Change Order, any Properties associated with the original Category with empty values are removed.  

| If installed, when a Category change occurs on an existing Change Order, any Properties associated with the original Category with empty values are removed.  

|

|

| '''keep_tasks'''

| '''keep_tasks'''

| If installed, when a Category change occurs on an existing Change Order, all existing Properties and Workflow Tasks are preserved and new Properties and Tasks are appended. If not installed, all Properties are removed and all Tasks in a WAIT Status are removed.

| If installed, when a Category change occurs on an existing Change Order, all existing Properties and Workflow Tasks are preserved and new Properties and Tasks are appended. If not installed, all Properties are removed and all Tasks in a WAIT Status are removed.

|

|

| '''require_change_assignee'''

| '''require_change_assignee'''

| Requires an Assignee in order to save a Change Order.

| Requires an Assignee in order to save a Change Order.

|

|

| '''require_change_group'''

| '''require_change_group'''

| Requires a Group in order to save a Change Order.

| Requires a Group in order to save a Change Order.

== Change-Issue ==

== Change-Issue ==

|-

|-

| '''edit_completed_tasks'''

| '''edit_completed_tasks'''

| When installed, the ''Allow Task Update'' and ''Task Completed'' checkboxes on the Change Order and Issue Task Status detail are permitted to be set. If both checkboxes are set, the Workflow Task Description can be updated.  

| When installed, the ''Allow Task Update'' and ''Task Completed'' checkboxes on the Change Order and Issue Task Status detail are permitted to be set. If both checkboxes are set, the Workflow Task Description can be updated.  

== Email ==

== Email ==

|-

|-

| '''email_allow_anonymous'''

| '''email_allow_anonymous'''

|

|

|

|

| '''email_attachment_dir'''

| '''email_attachment_dir'''

|

|

|

|

| '''email_attachment_repository'''

| '''email_attachment_repository'''

|

|

|

|

| '''email_is_attachment'''

| '''email_is_attachment'''

|

|

|

|

| '''email_save_unknown_emails'''

| '''email_save_unknown_emails'''

|

|

|

|

| '''maileater_host'''

| '''maileater_host'''

|

|

|

|

| '''maileater_imap_host_port'''

| '''maileater_imap_host_port'''

|

|

|

|

| '''maileater_login_password'''

| '''maileater_login_password'''

|

|

|

|

| '''maileater_login_userid'''

| '''maileater_login_userid'''

|

|

|

|

| '''maileater_pop3_host_port'''

| '''maileater_pop3_host_port'''

|

|

|

|

| '''maileater_security_level'''

| '''maileater_security_level'''

|

|

|

|

| '''maileater_server_type'''

| '''maileater_server_type'''

|

|

|

|

| '''mail_from_address'''

| '''mail_from_address'''

|

|

|

|

| '''mail_login_password'''

| '''mail_login_password'''

|

|

|

|

| '''mail_login_userid'''

| '''mail_login_userid'''

|

|

|

|

| '''mail_max_threads'''

| '''mail_max_threads'''

|

|

|

|

| '''mail_reply_to_address'''

| '''mail_reply_to_address'''

|

|

|

|

| '''mail_smtp_domain_name'''

| '''mail_smtp_domain_name'''

|

|

|

|

| '''mail_smtp_hosts'''

| '''mail_smtp_hosts'''

|

|

|

|

| '''mail_smtp_host_port'''

| '''mail_smtp_host_port'''

|

|

|

|

| '''mail_smtp_security_level'''

| '''mail_smtp_security_level'''

|

|

== Issue Mgr ==

== Issue Mgr ==

|-

|-

| '''iss_actlog'''

| '''iss_actlog'''

|

|

|

|

| '''iss_allow_sla_downgrade'''

| '''iss_allow_sla_downgrade'''

|

|

|

|

| '''iss_assignee_set'''

| '''iss_assignee_set'''

|

|

|

|

| '''iss_auto_events'''

| '''iss_auto_events'''

|

|

|

|

| '''iss_auto_events_count'''

| '''iss_auto_events_count'''

|

|

|

|

| '''iss_auto_events_name'''

| '''iss_auto_events_name'''

|

|

|

|

| '''Iss_Category_Defaults'''

| '''Iss_Category_Defaults'''

|

|

|

|

| '''iss_list_volat'''

| '''iss_list_volat'''

|

|

|

|

| '''iss_sla'''

| '''iss_sla'''

|

|

|

|

| '''require_issue_assignee'''

| '''require_issue_assignee'''

|

|

|

|

| '''require_issue_group'''

| '''require_issue_group'''

|

|

== LDAP ==

== LDAP ==

|-

|-

| '''ldap_dn'''

| '''ldap_dn'''

| Required. When installed identifies the account to use to log in to the LDAP server.  

| Required. When installed identifies the account to use to log in to the LDAP server.  

| CN=servicedeskadmin,DC=mydomain,DC=net

| CN=servicedeskadmin,DC=mydomain,DC=net

| '''ldap_enable'''

| '''ldap_enable'''

| If installed the LDAP integration is active, assuming the other options have been properly configured.  

| If installed the LDAP integration is active, assuming the other options have been properly configured.  

|

|

| '''ldap_enable_auto'''

| '''ldap_enable_auto'''

| If installed a new contact record will be created using LDAP data as the source if a user accessing Service Desk does not have an existing contact record. In other words, if I try to access Service Desk for the first time and the system is unable to associate me with an existing record, then a record will automatically be created for me using LDAP so that I can complete my login.

| If installed a new contact record will be created using LDAP data as the source if a user accessing Service Desk does not have an existing contact record. In other words, if I try to access Service Desk for the first time and the system is unable to associate me with an existing record, then a record will automatically be created for me using LDAP so that I can complete my login.

|

|

| '''ldap_enable_groups'''

| '''ldap_enable_groups'''

| If installed a new field is added to the Access Type Details that allows for mapping each Access Type to a single LDAP Group (aka Domain Group). When a new contact record is being created utilizing the LDAP integration the contact's Access Type can be automatically set if they are a member of any of the mapped LDAP groups. This only works on contact creation.

| If installed a new field is added to the Access Type Details that allows for mapping each Access Type to a single LDAP Group (aka Domain Group). When a new contact record is being created utilizing the LDAP integration the contact's Access Type can be automatically set if they are a member of any of the mapped LDAP groups. This only works on contact creation.

|

|

| '''ldap_group_object_class'''

| '''ldap_group_object_class'''

| If installed identified how groups are identified in your LDAP source. The default is ''group''.

| If installed identified how groups are identified in your LDAP source. The default is ''group''.

|

|

| '''ldap_host'''

| '''ldap_host'''

| Required. When installed identifies the hostname or IP address of the LDAP server.

| Required. When installed identifies the hostname or IP address of the LDAP server.

|

|

| '''ldap_port'''

| '''ldap_port'''

| LDAP server port number.

| LDAP server port number.

|389 for AD, use 3268 if you have AD Global Catalog

|389 for AD, use 3268 if you have AD Global Catalog

| '''ldap_pwd'''

| '''ldap_pwd'''

| Required. When installed, accompanies the ldap_dn by providing the password for the LDAP Server login account.

| Required. When installed, accompanies the ldap_dn by providing the password for the LDAP Server login account.

|

|

| '''ldap_search_base'''

| '''ldap_search_base'''

| Required. When installed identifies the starting point in the LDAP schema tree to begin searches.

| Required. When installed identifies the starting point in the LDAP schema tree to begin searches.

| DC=mycomany,DC=net

| DC=mycomany,DC=net

| '''ldap_service_type'''

| '''ldap_service_type'''

| If installed identifies the type of LDAP directory being used. For Windows, the default is Active Directory and for UNIX the default is Non-AD.

| If installed identifies the type of LDAP directory being used. For Windows, the default is Active Directory and for UNIX the default is Non-AD.

|

|

| '''ldap_sync_on_null'''

| '''ldap_sync_on_null'''

| If installed will copy Null LDAP values with matching contact attributes.

| If installed will copy Null LDAP values with matching contact attributes.

|

|

| '''ldap_user_object_class'''

| '''ldap_user_object_class'''

| If installed identifies how users are identified in your LDAP source. The default is ''person''.

| If installed identifies how users are identified in your LDAP source. The default is ''person''.

== Multi-Site ==

== Multi-Site ==

|-

|-

| '''global_name'''

| '''global_name'''

|

|

== Notifications ==

== Notifications ==

|-

|-

| '''add_know_list'''

| '''add_know_list'''

| Installing this option adds the In-The-Know Notify List to all future notifications.

| Installing this option adds the In-The-Know Notify List to all future notifications.

|

|

| '''log_all_notify'''

| '''log_all_notify'''

| This option logs all notifications regardless of the notification method used and makes them accessible via the Notification History list.

| This option logs all notifications regardless of the notification method used and makes them accessible via the Notification History list.

|

|

| '''web_cgi_url'''

| '''web_cgi_url'''

| Use this option to identify the path to the web interface. This option is used in notifications to provide a URL to access the object being notified about.

| Use this option to identify the path to the web interface. This option is used in notifications to provide a URL to access the object being notified about.

|-

|-

|}

|}

== Request Mgr ==

== Request Mgr ==

|-

|-

| '''Any_Contact'''

| '''Any_Contact'''

|

|

|

|

| '''Area_Defaults'''

| '''Area_Defaults'''

|

|

|

|

| '''Asset_preload'''

| '''Asset_preload'''

|

|

|

|

| '''Assignee_set'''

| '''Assignee_set'''

|

|

|

|

| '''autoasg_override'''

| '''autoasg_override'''

|

|

|

|

| '''auto_events'''

| '''auto_events'''

|

|

|

|

| '''auto_events_count'''

| '''auto_events_count'''

|

|

|

|

| '''auto_events_name'''

| '''auto_events_name'''

|

|

|

|

| '''clear_scratch_pad'''

| '''clear_scratch_pad'''

|

|

|

|

| '''Contact_preload'''

| '''Contact_preload'''

|

|

|

|

| '''cr_actlog'''

| '''cr_actlog'''

|

|

|

|

| '''cr_allow_sla_downgrade'''

| '''cr_allow_sla_downgrade'''

|

|

|

|

| '''cr_list_volat'''

| '''cr_list_volat'''

|

|

|

|

| '''cr_sla'''

| '''cr_sla'''

|

|

|

|

| '''Events_Notif_preload'''

| '''Events_Notif_preload'''

|

|

|

|

| '''monitor_joins'''

| '''monitor_joins'''

|

|

|

|

| '''Netres_pty'''

| '''Netres_pty'''

|

|

|

|

| '''popup_announce'''

| '''popup_announce'''

|

|

|

|

| '''Reference_preload'''

| '''Reference_preload'''

|

|

|

|

| '''require_incident_assignee'''

| '''require_incident_assignee'''

|

|

|

|

| '''require_incident_group'''

| '''require_incident_group'''

|

|

|

|

| '''require_problem_assignee'''

| '''require_problem_assignee'''

|

|

|

|

| '''require_problem_group'''

| '''require_problem_group'''

|

|

|

|

| '''require_request_assignee'''

| '''require_request_assignee'''

|

|

|

|

| '''require_request_group'''

| '''require_request_group'''

|

|

== Request-Change ==

== Request-Change ==

|-

|-

| '''canchk'''

| '''canchk'''

| When installed, authorized users can cancel a record lock held by another user.

| When installed, authorized users can cancel a record lock held by another user.

|

|

| '''edit_inactive'''

| '''edit_inactive'''

| The option prevents inactive tickets from being edited without having first been made active. The default is to allow inactive tickets to be edited.

| The option prevents inactive tickets from being edited without having first been made active. The default is to allow inactive tickets to be edited.

|

|

| '''init_list_search'''

| '''init_list_search'''

| When installed, an initial search is performed when a ticket search form is initially displayed. The initial search will present the logged in user's tickets.

| When installed, an initial search is performed when a ticket search form is initially displayed. The initial search will present the logged in user's tickets.

|

|

| '''notify_delay'''

| '''notify_delay'''

| JAVA CLIENT ONLY! This option sets a delay (in seconds) from the time a update occurs to when the notification is triggered.

| JAVA CLIENT ONLY! This option sets a delay (in seconds) from the time a update occurs to when the notification is triggered.

| 60

| 60

| '''set_sla_evt_open_date'''

| '''set_sla_evt_open_date'''

| When installed, the open timestamp of the ticket is used as start time for attached events. If not installed, the save timestamp is used as the start time. In other words, the event clocks start ticking from the time the ticket was created or from the time the event was attached.

| When installed, the open timestamp of the ticket is used as start time for attached events. If not installed, the save timestamp is used as the start time. In other words, the event clocks start ticking from the time the ticket was created or from the time the event was attached.

== Request-Change-Issue ==

== Request-Change-Issue ==

|-

|-

| '''change_ok_to_save'''

| '''change_ok_to_save'''

| JAVA CLIENT ONLY! If installed, the ''Ok'' button on the Request, Issue, and Change Order detail forms is changed to ''Save''.

| JAVA CLIENT ONLY! If installed, the ''Ok'' button on the Request, Issue, and Change Order detail forms is changed to ''Save''.

|

|

| '''classic_sla_processing'''

| '''classic_sla_processing'''

| This options reverts to the pre-r11 version of SLA processing whereby only one Service Type may be applied to a ticket and the decided factor is the Rank value of each Service Type. R11 functionality allows for all applicable Service Types to be applied to a ticket at the same time. The cr_sla, chg_sla, and iss_sla options are only active if this option is installed.  

| This options reverts to the pre-r11 version of SLA processing whereby only one Service Type may be applied to a ticket and the decided factor is the Rank value of each Service Type. R11 functionality allows for all applicable Service Types to be applied to a ticket at the same time. The cr_sla, chg_sla, and iss_sla options are only active if this option is installed.  

|

|

| '''filter_template_search'''

| '''filter_template_search'''

| If installed, the initial template search will only display the templates from the End User's Organization.

| If installed, the initial template search will only display the templates from the End User's Organization.

|

|

| '''force_rootcause'''

| '''force_rootcause'''

| If installed, this option pushes the parent's root cause to the children. The EMPTY value pushes the root cause to children that do not already have a root cause. The ALL value pushes the parent root cause to all children regardless if they have a root cause identified or not.

| If installed, this option pushes the parent's root cause to the children. The EMPTY value pushes the root cause to children that do not already have a root cause. The ALL value pushes the parent root cause to all children regardless if they have a root cause identified or not.

| EMPTY  -or-  ALL

| EMPTY  -or-  ALL

| '''lex_lang'''

| '''lex_lang'''

| Identifies the language used for spell checking. English (US)  is the default.

| Identifies the language used for spell checking. English (US)  is the default.

| English (US)  

| English (US)  

| '''no_hier_list'''

| '''no_hier_list'''

| JAVA CLIENT ONLY! This options allows for using the standard selection forms instead of the hierarchical forms for Request/Incident/Problem Areas, Change/Issue Categories, and Root Cause. This option can improve system performance if the lists are very large.

| JAVA CLIENT ONLY! This options allows for using the standard selection forms instead of the hierarchical forms for Request/Incident/Problem Areas, Change/Issue Categories, and Root Cause. This option can improve system performance if the lists are very large.

|

|

| '''require_rootcause'''

| '''require_rootcause'''

| This option makes rootcause a required field. The Both value requires a rootcause before a ticket is resolved or closed. The Close value requires a rootcause before close. This option applies to ALL ticket types

| This option makes rootcause a required field. The Both value requires a rootcause before a ticket is resolved or closed. The Close value requires a rootcause before close. This option applies to ALL ticket types

| Both  -or-  Close

| Both  -or-  Close

| '''sla_workshift_override'''

| '''sla_workshift_override'''

| Installing this option allows the Workshift of the Service Type Event to trump the Workshift of the Service Type. If not installed, the Service Type's Workshift is applied to all the Service Type Events.

| Installing this option allows the Workshift of the Service Type Event to trump the Workshift of the Service Type. If not installed, the Service Type's Workshift is applied to all the Service Type Events.

|

|

| '''supportbridge_division'''

| '''supportbridge_division'''

| Added with SupportBridge integration. When installed identifies the DivisionID used for the Service Desk integration.  

| Added with SupportBridge integration. When installed identifies the DivisionID used for the Service Desk integration.  

| 1

| 1

| '''supportbridge_url'''

| '''supportbridge_url'''

|-

|-

|}

|}

== Security ==

== Security ==

|-

|-

| '''force_unique_userid'''

| '''force_unique_userid'''

| Installing this option prevents the entering of duplicate System Logins.

| Installing this option prevents the entering of duplicate System Logins.

|

|

| '''guest_user_name'''

| '''guest_user_name'''

| This options identifies which contact record to associate with the Guest Login. The default is ''Anonymous''.

| This options identifies which contact record to associate with the Guest Login. The default is ''Anonymous''.

|

|

| '''ignore_security_case'''

| '''ignore_security_case'''

| Installing this option ignores the case of the userid.

| Installing this option ignores the case of the userid.

|

|

| '''Portal_Safe_List'''

| '''Portal_Safe_List'''

|

|

|

|

| '''url_etrust_password_reset'''

| '''url_etrust_password_reset'''

|

|

== Time-to-Violation ==

== Time-to-Violation ==

|-

|-

| '''ttv_enabled'''

| '''ttv_enabled'''

| Required for TTV functionality. Must de-install the class_sla_processing option if using this option. The TTV process will project when an SLA violation is likely to occur based on the current conditions.

| Required for TTV functionality. Must de-install the class_sla_processing option if using this option. The TTV process will project when an SLA violation is likely to occur based on the current conditions.

|

|

| '''ttv_evaluation_delay'''

| '''ttv_evaluation_delay'''

| This option determines how long (in seconds) after an update will the TTV evaluation run. 60 seconds is the minimum acceptable value.

| This option determines how long (in seconds) after an update will the TTV evaluation run. 60 seconds is the minimum acceptable value.

|

|

| '''ttv_highlight'''

| '''ttv_highlight'''

| If this option is installed, all tickets will be highlight a pale yellow if their TTV value is less than the TTV_THRESHOLD Timespan. The default for the TTV_THRESHOLD is anything that is set to violate today. Must de-install the class_sla_processing option if using this option. This option may increase database load.

| If this option is installed, all tickets will be highlight a pale yellow if their TTV value is less than the TTV_THRESHOLD Timespan. The default for the TTV_THRESHOLD is anything that is set to violate today. Must de-install the class_sla_processing option if using this option. This option may increase database load.

== Ver Ctl ==

== Ver Ctl ==

|-

|-

| '''ver_ctl'''

| '''ver_ctl'''

|

|

== Web ==

== Web ==

|-

|-

| '''charset'''

| '''charset'''

| This option will not need to changed after the initial configuration, nor can it be uninstalled. This option is used to identify the HTTP character set sent by the Service Desk web servers to web browsers.

| This option will not need to changed after the initial configuration, nor can it be uninstalled. This option is used to identify the HTTP character set sent by the Service Desk web servers to web browsers.

|

|

| '''pdmweb_cache_disable'''

| '''pdmweb_cache_disable'''

| Installing this option disables the cache PDMWEB servlet will not cache files from bopcfg/www, which means all the files will be retrieved from the directory each time one is needed. Installing this option will reduce system performance.  

| Installing this option disables the cache PDMWEB servlet will not cache files from bopcfg/www, which means all the files will be retrieved from the directory each time one is needed. Installing this option will reduce system performance.  

|

|

| '''pdmweb_cache_sitemods'''

| '''pdmweb_cache_sitemods'''

| Installing this option disables the cache PDMWEB servlet will not cache files from site/mods, which means all the files will be retrieved from the directory each time one is needed. Installing this option will reduce system performance.  

| Installing this option disables the cache PDMWEB servlet will not cache files from site/mods, which means all the files will be retrieved from the directory each time one is needed. Installing this option will reduce system performance.  

|

|

| '''prompt_for_knowledge'''

| '''prompt_for_knowledge'''

| When installed, users of the Customer and Employee Interfaces will be prompted to search knowledge when attempting to create a new ticket. The user has the ability to cancel the search and go directly to the ticket creation screen if desired.

| When installed, users of the Customer and Employee Interfaces will be prompted to search knowledge when attempting to create a new ticket. The user has the ability to cancel the search and go directly to the ticket creation screen if desired.

|

|

| '''suppress_web_hier_search'''

| '''suppress_web_hier_search'''

| This option allows for replacing the hierarchy display of Request/Incident/Problem Area, Change/Issue Category, and Root Cause with a standard search field. Specify the object names for which the hierarchy will be replaced being sure to separate multiple objects with a space. This option is for the Web Client only.  

| This option allows for replacing the hierarchy display of Request/Incident/Problem Area, Change/Issue Category, and Root Cause with a standard search field. Specify the object names for which the hierarchy will be replaced being sure to separate multiple objects with a space. This option is for the Web Client only.  

* rc - Root Cause

* rc - Root Cause

| chgcat pcat_in rc

| chgcat pcat_in rc

| '''web_auto_update'''

| '''web_auto_update'''

| When installed, the Scoreboard counts for the Analyst Interface (Web) are updated automatically. This option impacts system performance by increasing the number of server requests. This option does not affect web session timeouts. The value is in seconds with the minimum being 60 and the standard being 300.

| When installed, the Scoreboard counts for the Analyst Interface (Web) are updated automatically. This option impacts system performance by increasing the number of server requests. This option does not affect web session timeouts. The value is in seconds with the minimum being 60 and the standard being 300.

| 300

| 300

| '''web_wildcard_search'''

| '''web_wildcard_search'''

|

|

| '''wsp_domsrvr'''

| '''wsp_domsrvr'''

| Requires wsp_webengine be installed. This options identifies the object engine dedicated to the Web Screen Painter.  

| Requires wsp_webengine be installed. This options identifies the object engine dedicated to the Web Screen Painter.  

| domsrvr:wsp

| domsrvr:wsp

| '''wsp_webengine'''

| '''wsp_webengine'''

| Requires wsp_domsrvr be installed. This options identifies the slump name of the webengine used by Web Screen Painter users.  

| Requires wsp_domsrvr be installed. This options identifies the slump name of the webengine used by Web Screen Painter users.  

== Web Service ==

== Web Service ==

|-

|-

| '''webservice_session_timeout'''

| '''webservice_session_timeout'''

|

|