System Settings

1. servicedesk.template.fields.limit This sets the highest number of fields allowed in a service desk template. The default is 20, and the maximum is 50.

2. servicedesk.template.approvalworkflow.limit Determines the maximum number of actors allowed in the workflow for a service desk template. The default is 10, and the maximum is 20.

3. servicedesk.approvalworkflow.team.role.limit Specifies the number of team/role members needed to approve the request if all members are required. The default value is 5, and the maximum value is 20.

4. approvalflow.admin.supersede The system setting determines whether admin users can approve or reject service requests regardless of their presence in the configured approval workflow.

5. 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. If no option is selected, the file storage location remains unconfigured.

6. service.desk.file.upload.connector.id It allows users to specify the connection ID for the selected storage service. The default value is Empty. Users must enter the connection ID associated with the chosen storage service.

7. 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.

8. 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. Note: Files not included in the list will be rejected.

9. Nudging.cool.off.period It configures to send the notifications to the approvers via email and In-App alerts. The default value is 24. The Nudge button is enabled for the specified hours based on the entered value.

10. 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.

11. 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).

12. 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.