The Default Values are used to specify how certain ticket fields should behave when no other rules apply to them.
The default values of the priority determine the behavior for tickets that do not have a priority after creation.
A rule for the Priority of new tickets can be selected here:
If neither the location/customer, nor the user group have stored a priority when selected accordingly, the default priority will be used automatically.
Note: The user group named here is independent of the User and Group management and is managed in the desktop application, Menu → User Groups. It is also rather to be understood as team, since a team of employees as well as a supervisor of the team can be set there. This team can now be assigned a priority, which is used for new tickets.
The following values are used as default.
The default user location defines to which location a new user created in INETAPP will be assigned. This is used to ensure that each end user can always be assigned to a location.
An automatic assignment of a new user to a location can be defined, e.g. in Email inbox for the individual mailboxes. Here the global part of a received email, e.g. inetsoftware.de
from the email address contact@inetsoftware.de
, is used as location/customer and assigned to the user with the name contact
.
A new request is first assigned the ITIL value that is stored here.
Defines the number of days within which an already closed ticket is automatically reactivated (default 14 days).
Occasions for reactivation:
The "Send and Finish in" function allows to send an email response to the end user, which in the understanding of the resource person solves the problem or the order of the ticket. If the end user does not respond to this email, then the ticket is automatically closed (by default) after 14 days.
A ticket answered using this mechanism remains with the open tickets until the set auto-termination time and will be given the status "Auto-Termination" .
If the status of the ticket is changed before the set time expires, it will not be closed automatically.
For the calculation of the time, the system creates an "Automatic-Termination" editing step. This allows the supporter - or the system - to make further changes to the ticket without changing the status of the ticket and without the time for automatic termination being postponed.
The option "Send and finish in" can be used to change the number of days until automatic termination. The setting applies globally to all supporters.
Note: The action is selected after composing an email response from the drop-down list at the top of the "Send" button: "Send and end in 14 days (without changes)".
Note: Unlike the "Send and finish" option, the end user will receive an automatic mail about the termination, if configured.
Sets the number of days to use as the default value for a resubmission.
The initial value is seven days.
Sets the default font and size for HTML text. The suggested fonts are read from the server on which the i-net HelpDesk Server is running.
Note: Special case "Signature in email replies" dialog. In this case, please note the formatting of the text block set as signature.
New editing steps in the ticket are created in plain text format.
Note: Special case email communication. If an HTML email creates a new ticket and the supporter clicks the "Reply" button in this ticket, the reply is also written in HTML format.
With this the ID of new tickets can be increased, useful when it is not desired to start with 0 or small numbers.
Note: You cannot go backwards with this. It has no effect setting 0 here when already having tickets with ID 1,000. New tickets will always get higher IDs than previous tickets, so a left-out range cannot be refilled. As a workaround you could physically delete all tickets with a higher ID in the maintenance module, then decrease the Ticket Start ID value here and then restart the server. Afterwards new tickets will again get IDs starting at the configured one.