Introduction
The Configurations tab in the Service Desk module allows administrators to define and manage core elements that govern how service requests, incidents, problems, and other ticket types are handled across the organization. This centralized configuration hub ensures that the Service Desk aligns with your IT service management (ITSM) strategy and operational requirements.
Under the Configurations tab, you can:
- Settings: Set default parameters for ticket handling, such as default priority, ownership rules, and time zone preferences to ensure consistent ticket behavior.
- Custom Forms: Design and manage dynamic, custom input forms for different ticket types. These forms allow you to capture relevant data specific to your business workflows, improving accuracy and usability.
- Business Impacts and Urgencies: Define the severity of service disruptions and how urgently they must be addressed. These parameters feed into the priority matrix to auto-calculate the final ticket priority.
- Categories: Organize tickets into logical groupings for easier classification, routing, and reporting. Categories help streamline automation and escalation workflows.
- Status Flow: Configure the allowed transitions between ticket statuses (e.g., New → In Progress → Resolved). This ensures standardized ticket progression and improves SLA adherence.
- Priority Matrix: Build and customize the matrix that calculates a ticket’s priority based on its impact and urgency. This helps ensure critical issues are addressed promptly.
- Status Change Reasons: Define a set of justifications for moving a ticket from one status to another. This adds transparency and traceability to the ticket lifecycle.