Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Request Settings

Use Request Settings to control the behavior of various features on Requests in Service Manager. These are global settings and any changes will apply to all request types.

Accessing Request Settings

The Request Settings can be found in the Service Manager Configuration.

  • Open configuration (Ctrl+Shift+f).
  • In the search box type Request Settings.
  • In the section titled Service Manager, select Request Settings.

On Hold Settings

Choose which request actions will be enabled when a request is placed on hold. By default, the following actions are enabled:

  • Update
  • Boards
  • Cancel (Only available to those that have the right to cancel requests)

Tick any actions that you wish to allow while requests are on hold, or remove the checkmark from those that you wish to disable. Click Save to apply the changes.

Revert back to the default selections by clicking on the Revert button.

Resolve Settings

Manage the Resolve settings to control the behavior when resolving requests.

  • All manual Resolve/Close without an owner.
  • Automatically mark SLM Resolution Timer as part of the resolve action. If using BPM to mark the resolution timer at times other than when resolving, this should be turned off.
  • Enable the option to action on linked requests against a request through the Resolve tab.
  • Prevent a request from being resolved if it has open activities.
  • Enable read-only view of the timeline in the Employee Portal on resolved requests. This prevents the customer of the request from adding comments to entries in the timeline.
  • Enable read-only view of the timeline in the Customer Portal on resolved requests. This prevents the customer of the request from adding comments to entries in the timeline.

Customer Section

You can choose which customer attributes appear in the Customer Details section on request forms. This helps you ensure your team sees the most relevant information for every request.

Customer Section

A customer associated with a request is either a user or a contact. You can configure which attributes display based on the specific customer type.

To manage attribute visibility:

  • Select the checkboxes for the attributes you want to display.
  • Clear the checkboxes for the attributes you want to hide.
  • To return to the original configuration, select Revert to default button.
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