Default Values

The Default Values are used to specify how certain ticket fields should behave when no other rules apply to them.

For most of the fields the default value can be configured in Ticket fields dialog.

Priority

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:

  • ... always set to default priority - uses the default priority selected in Ticket fields.
  • ... set to priority of ticket owner's location - uses the priority defined in location first.
  • ... set to the priority of the ticket owner's User Class - first uses the priority of the User Class.

If neither the Location / Customer, nor the User Class have stored a priority when selected accordingly, the default priority will be used automatically.

Default Values

The following values are used as default.

Apply default identifier from user

Can automatically take a value from the ticket-owner as value for field "Identifier". Select the desired field of the user here.

Hint: When choosing a field with any data type other than Text, it converts the value to text as good as possible. The data type of field "Identifier" is always Text and cannot be changed.

Reactivation time of closed tickets

Defines the number of days within which an already closed ticket is automatically reactivated (default 14 days).

Occasions for reactivation:

  • User enters an addition/comment in the browser to an already closed ticket.
  • User replies with an email to a ticket that has already been closed. The i-net HelpDesk recognizes the corresponding ticket by means of the ticket ID in the subject.

Hint: Exactly the specified number of days the ticket can be reactivated after the ticket was closed (no full days)

"Send and finish" in

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.

"Resubmission" in

Sets the number of days to use as the default value for a resubmission.

The initial value is seven days.

Font and size

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.

No formatting for new editing steps

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.

Ticket Start ID

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.