Options Manager

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Archive and Purge

Option	Brief Description	Example
busy_agent_threshold
default_schedule
rule_archive_path
rule_history_length

Asset Information Service

Option	Brief Description	Example
allow_exceed	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	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

Option	Brief Description	Example
audit_ins	If installed, data inserts will be added to the audit logging.
audit_upd	If installed, field updates will be added to the audit logging.

CA Workflow

Option	Brief Description	Example
cawf_password	Identifies the password to accompany the cawf_username option.
cawf_pm_location	Specifies the URL of the Process Manager application installed directory for advanced CA Workflow.	The URL should take the following format: http://workflow - hostname:8081/pm
cawf_pm_url	This option specifies the Process Manager Web Service URL for Advanced CA Workflow.	The URL should use the following format: http://workflow - hostname:8081/ pm/services/pmService
cawf_username	Identifies the user for the CA Workflow IDE.
cawf_wl_location	CA Workflow Worklist application location. Specifies the URL of the Worklist Manager application installed directory for advanced CA Workflow.	The URL should take the following format: http://workflow - hostname:8081/w1
cawf_wl_url	Specifies the Worklist Web Service URL for Advanced CA Workflow.	The URL should have the following format: http://workflow - hostname:8081/ w1/services/w1Service

Change Order Mgr

Option	Brief Description	Example
asset_only_one_chg	Restricts an Asset/CI from being attached to multiple active Change Orders at the same time.
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.
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.
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.
chg_auto_events	Requires chg_auto_events_count and chg_auto_events_name. Activates the Auto Event functionality for Change Orders.
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.
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.	Auto Event
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.
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.
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.
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.
require_change_assignee	Requires an Assignee in order to save a Change Order.
require_change_group	Requires a Group in order to save a Change Order.

Change-Issue

Option	Brief Description	Example
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.

Email

Option	Brief Description	Example
email_allow_anonymous
email_attachment_dir
email_attachment_repository
email_is_attachment
email_save_unknown_emails
maileater_host
maileater_imap_host_port
maileater_login_password
maileater_login_userid
maileater_pop3_host_port
maileater_security_level
maileater_server_type
mail_from_address
mail_login_password
mail_login_userid
mail_max_threads
mail_reply_to_address
mail_smtp_domain_name
mail_smtp_hosts
mail_smtp_host_port
mail_smtp_security_level

Issue Mgr

Option	Brief Description	Example
iss_actlog
iss_allow_sla_downgrade
iss_assignee_set
iss_auto_events
iss_auto_events_count
iss_auto_events_name
Iss_Category_Defaults
iss_list_volat
iss_sla
require_issue_assignee
require_issue_group

LDAP

Option	Brief Description	Example
ldap_dn	Required. When installed identifies the account to use to log in to the LDAP server.	CN=servicedeskadmin,DC=mydomain,DC=net
ldap_enable	If installed the LDAP integration is active, assuming the other options have been properly configured.
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.
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.
ldap_group_object_class	If installed identified how groups are identified in your LDAP source. The default is group.
ldap_host	Required. When installed identifies the hostname or IP address of the LDAP server.
ldap_port	LDAP server port number.	389 for AD, use 3268 if you have AD Global Catalog
ldap_pwd	Required. When installed, accompanies the ldap_dn by providing the password for the LDAP Server login account.
ldap_search_base	Required. When installed identifies the starting point in the LDAP schema tree to begin searches.	DC=mycomany,DC=net
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.
ldap_sync_on_null	If installed will copy Null LDAP values with matching contact attributes.
ldap_user_object_class	If installed identifies how users are identified in your LDAP source. The default is person.

Multi-Site

Option	Brief Description	Example
global_name

Notifications

Option	Brief Description	Example
add_know_list	Installing this option adds the In-The-Know Notify List to all future notifications.
log_all_notify	This option logs all notifications regardless of the notification method used and makes them accessible via the Notification History list.
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.	http://myserver/CAisd/pdmweb.exe

Request Mgr

Option	Brief Description	Example
Any_Contact
Area_Defaults
Asset_preload
Assignee_set
autoasg_override
auto_events
auto_events_count
auto_events_name
clear_scratch_pad
Contact_preload
cr_actlog
cr_allow_sla_downgrade
cr_list_volat
cr_sla
Events_Notif_preload
monitor_joins
Netres_pty
popup_announce
Reference_preload
require_incident_assignee
require_incident_group
require_problem_assignee
require_problem_group
require_request_assignee
require_request_group

Request-Change

Option	Brief Description	Example
canchk	When installed, authorized users can cancel a record lock held by another user.
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.
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.
notify_delay	JAVA CLIENT ONLY! This option sets a delay (in seconds) from the time a update occurs to when the notification is triggered.	60
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.

Request-Change-Issue

Option	Brief Description	Example
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.
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.
filter_template_search	If installed, the initial template search will only display the templates from the End User's Organization.
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.	EMPTY -or- ALL
lex_lang	Identifies the language used for spell checking. English (US) is the default.	English (US)
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.
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	Both -or- Close
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.
supportbridge_division	Added with SupportBridge integration. When installed identifies the DivisionID used for the Service Desk integration.	1
supportbridge_url	Added with SupportBridge integration. http[s]://<servername>[:<serverport>]/<appname> Note: The servername entered here must be identical to the system.socketserver.host and system.url.host properties in SupportBridge. If using an IP address instead of a servername, then ensure that all three items reference the IP address instead of the servername.	http://sbserver:8080/SupportBridge

Security

Option	Brief Description	Example
force_unique_userid	Installing this option prevents the entering of duplicate System Logins.
guest_user_name	This options identifies which contact record to associate with the Guest Login. The default is Anonymous.
ignore_security_case	Installing this option ignores the case of the userid.
Portal_Safe_List
url_etrust_password_reset

Time-to-Violation

Option	Brief Description	Example
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.
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.
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.

Ver Ctl

Option	Brief Description	Example
ver_ctl

Web

Option	Brief Description	Example
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.
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.
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.
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.
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. chgcat - Change Order Category isscat - Issue Category pcat - Request Area for non-ITIL installations pcat_cr - Request Area for ITIL installations pcat_in - Incident Area pcat_pr - Problem Area rc - Root Cause	chgcat pcat_in rc
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.	300
web_wildcard_search	Installing this option will automatically append the wildcard "%" to all text field search filters.
wsp_domsrvr	Requires wsp_webengine be installed. This options identifies the object engine dedicated to the Web Screen Painter.	domsrvr:wsp
wsp_webengine	Requires wsp_domsrvr be installed. This options identifies the slump name of the webengine used by Web Screen Painter users.

Web Service

Option	Brief Description	Example
webservice_session_timeout