Customization via System Settings

1. approvalflow.admin.supersede Author license users can change the value of approvalflow.admin.supersede to true, granting the user admin privileges and enabling them to approve or reject the service request regardless of the approver's presence in the configured approval workflow.

2. servicedesk.template.approvalworkflow.limit The maximum number of approvers in a workflow is set in the system settings, with the default value being 10 and a maximum of 20. To change these values, navigate to the system settings, find the 'approvers' section, and adjust the numbers as needed.

3. servicedesk.approvalworkflow.team.role.limit The system settings also define the maximum number of users within a team or role who can approve a request. By default, this limit is set to 5, with a configurable maximum of up to 20 users.

4. enable.cross.env.sr.clone To enable or disable the Cross Environments SR Cloning Feature, please update the value for enable.cross.env.sr.clone

   • Its value is set to False by default. As it is false, the feature is disabled.

   • The feature gets enabled only when it is set to True.

5. Datacatalog.object.access.request.support.mode Navigate to Administration > System Settings > Others. Author License users (OE_Admin) can restrict adding data objects to certified objects only by setting the value of `datacatalog.object.access.request.support.mode` to "Certified Objects Only."

6. access.cart.support.object.types To enable or disable object types (Schemas, Tables, Files, Reports, and APIs) in the access cart, search for the ‘access.cart.support.object.types’ key and enter the object types in the value field, separated by commas.

7. In Administration > System Settings > Service Desk > Workflow Action and Status, Duplicate workflow actions or statuses can be added individually. However, the system prevents duplication of the same action-status combination, ensuring unique workflow configurations. For Example, in the screenshot below, the Action and Status workflows are 'Expiry' and 'Expired,' which are different. The same combination of Action and Status is not allowed.

   

1. service.desk.file.upload.connector.id Navigate to Administration > System Settings > Service Desk > Settings, search for the key (service.desk.file.upload.connector.id), and add the related connector (Azure, S3, or NFS) ID as the value, and click save to update the changes.

2. azure.ad.conn.id It specifies the unique Azure Active Directory (Azure AD) Connection ID. This ID is utilized to retrieve information about external users when submitting a Service Request (SR).

3. servicenow.catalog.item.id This system setting is used to create a ServiceNow catalog request.

4. ticket.integration.response.read.timeout.seconds It specifies the ServiceNow connection read timeout in seconds. The default value is set to 30 seconds and can be changed based on the requirement.

5. servicedesk.template.fields.limit It specifies the maximum number of fields that can be configured within a service desk template. These could include fields such as requester name, issue description, and other relevant information that the service desk template is designed to capture and manage. The default value is 20 and the maximum value is 50.

6. servicedesk.request.bulk.approval.limit It specifies the maximum number of requests that can be approved in bulk from the Service Desk page. The default value is 50, and the maximum value is 100.

7. servicedesk.business.hours It customizes and defines the operational business hours in a day (using a 24-hour format) for SLA (Service Level Agreement) calculation. Value can be entered within the range of 00:00 - 23:59.

8. servicedesk.business.days It specifies the relevant days considered as Business Days in a week for SLA (Service Level Agreement) calculation. Note: Values accepted: Mon (Monday), Tue (Tuesday), Wed (Wednesday), Thu (Thursday), Fri (Friday), Sat (Saturday), Sun (Sunday).

9. servicedesk.holiday.days It specifies dates that will be excluded from the SLA calculation. This ensures that holidays are excluded from the SLA calculations. Enter dates in dd-mm-yyyy format. The chosen days will not be considered for SLA calculation.

10. kafka.conn.for.sr.clone It specifies the Kafka Connector ID for the service request cloning across the environments.

11. allowed.file.types.for.file.upload It allows users to define which file types can be uploaded and cataloged from external sources. The default value is pdf, txt, rtf, docx, odt, xlsx, ods, csv, pptx, odp, jpg, jpeg, png, gif, bmp, tiff, tif, svg, json, xml, log. Users can choose the allowed file types for uploading in service requests.

Files not included in the list will be rejected.

1. service.desk.file.upload.storage.service It allows users to configure where files uploaded from Governance Apps are stored. The default value is Empty. Users can select a storage service (NFS, S3, or Azure) to store files uploaded through the Service Desk. Note: If no option is selected, the file storage location remains unconfigured.

2. service.desk.file.upload.bucketname It allows users to specify the bucket name for the selected storage service. The default value is Empty.

Enter the bucket name for the storage service. This is mandatory for S3 and Azure.

1. Access.cart.support.object.types It allows configuration to view the Access Cart for the selected object type.

By default, the values are: Table, Schema, File, Report, and API. Based on the selected parameters, the Access Cart is visible.

1. Datacatalog.object.access.request.support.mode It allows the configuration to add any object to the Access Cart.

• By default, the value is set to 'All Objects'.

• If the value is set to All Objects. In Data Catalog > Table, Schema, File, Report, and API, all objects can be added to the Access Cart.

• If the value is set to Certified Objects Only, in Data Catalog > Table, Schema, File, Report, API, only certified objects can be added to the Access Cart.

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