Documentation
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Request Settings

Use Request Settings to control the behavior of various features on Requests in Service Manager.

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

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 any changes to the default settings by clicking Reset.

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.
  • This will prevent a request from resolving if it has open activities.

Customer Section

Choose which customer attributes will be displayed in the Customer Details section on request forms.

  • Tick any attributes that you wish to display, or remove the checkmark from those that you wish to hide.
  • Revert any changes to the default settings by clicking Reset to default.

A customer of a request can be either a user or a contact. As such, you can configure the attributes you wish to display depending on the type of customer of the request.

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