Parametrization - Ticket

Group Level 1 ID (Eg: 1)

E.g.: 1

Enter the identification number (ID) of the 1st level of attendance group. This group is the default to be used if the service is not informed. If CITSmart is used in multiple contracts, this group must be defined in the contract services import template. This group ID is set on the "Group Registration" screen.

Not applicable

Default phase ID for service execution (Ex: 2)

E.g: 2

Define the phase in which a service request to be registered will be forwarded. (1 = capture phase or 2 = execution phase).

Not applicable

Send email in the execution of request/incident flows (Eg: Y or N)

Y or N

Define whether email notifications will be sent to the requester when performing the service/incident request flows.

Not applicable

Does the access control of the service catalog per unit (Eg: Y or N)?

Y or N

Define if the access control of the service catalog will be per unit. If it is, a "Service" button will be available on the "Unit Registration" screen, to link the service (s) to the unit, where they will be displayed in the service request according to the unit of the requester informed.

Not applicable

Does the control of employees linked to contracts (Eg: Y or N)?

Y or N

Define if the control of employees will be done by contract. If it is, the contracts will be displayed on the "Group Registration" screen to link them to the group, where employees belonging to the group will be linked to the contracts.

Not applicable

Service requests registration page (default will be used if not informed)



Inform the page that will be used for the registration of Service Requests/Incidents. Default: /pages/solicitacaoServicoMultiContratos/solicitacaoServicoMultiContratos.load

There is no negative impact. If you do not enter the page, the default system page will be used:/pages/solicitacaoServicoMultiContratos/solicitacaoServicoMultiContratos.load.

Accept Value 0 (Zero) for quantity and cost of the activity? (Eg: Y or N)

Y or N

Define if will be accepted the value 0 (zero) for quantity and cost of the Service Activity. If it is, it will be allowed to execute a Work Order informing the value 0.00. If it is not, the system will not allow the execution of a Work Order without informing the amount due.

Not applicable

The ID of the e-mail template will be sent to the destination group when escalating a request. (Eg: 4)



Enter the identification number (ID) of the email template. This email template will be sent to the target group when escalating a service/incident request. This email template ID is set on the "Email Template" screen.

If you do not enter the ID number of the email template, there's the possibility of not sending the correct email to the target group.

Notify the group when receiving a service request escalation (Eg: Y or N).

Y or N

Set whether to notify the group when receiving a service request/incident escalation. If it is, when escalating a service request/incident to the group, it will be notified via email.

If you do not enter the "S" value for the parameter, the group will not be notified upon receiving a service request/incident escalation.

Link contracts to the unit (Eg: Y or N)

Y or N

Define whether the contracts will be linked to the unit. If so, the contracts will be displayed on the "Unit Registration" screen to be linked to the unit.

Not applicable

Identifies the service ID for service and incident requests



This parameter must be configured if the user portal is enabled. You must enter the service identifier (ID) for service/incident requests from the portal. This ID is available in the Service Catalog.

Not applicable

Identify the source ID of the service request default call



Enter the identification number (ID) of the Default Source to open the service Request/Incident. This ID is set on the "Source of Requests" registration screen.

Not applicable

Validate fields Cause and Solution Category of the service request page required (Eg: Y or N - Default: 'N')

Y or N (Default: N)

Define whether the "Cause" and "Solution Category" fields of the Service Request/Incident screen are mandatory.

If you do not enter the parameter value, the system default value will be set: "N" (No).

SMTP READING - Email Limit Loaded on Service Request

E.g.: 20

Set the limit of emails that will be loaded on the Service/Incident Request screen. By clicking on the "upload email" button on the Service/Incident Request screen, the number of e-mails as configured in the parameter will be loaded.

Not applicable

Show Incident service category (Eg: Y or N - Default 'S')

Y or N (Default: Y)

Define whether the Service Category appears on the Service Request/Incident screen. If the value "Y" is set, the "Service Category" field is displayed on the Service Request/Incident screen.

If you do not enter the parameter value, the system default value will be used: "Y" (Yes).

E-mail template ID for sending service change notification (Eg: 19)



Enter the ID number of the notification for the E-mail Template of service change. When you change the Service of the contract, the email template defined in this parameter will be used to send the service change notification. This notification will be sent to the user and/or group associated with the service. This email template ID is set on the "Email Template" screen.

If you do not enter the Identifier (ID) of the Email Template, you may not send the correct email.

Calculate the priority of the request dynamically using the registered formula. (Eg: Y or N - Default: 'N')

Y or N (Default: N)

Define whether to calculate the priority of the request using the registered formula. If "Y" is informed, the priority of the request will be calculated dynamically using the registered formula.

If you do not enter the parameter value, the system default value will be used: "N" (No).

Source ID that will be set by default when creating a new incident



Enter the identification number (ID) of the Default Source to open the service Request/Incident. This source ID is set on the "Source of Requests" registration screen.

Not applicable

Email template ID for auto-escalation



Enter the identification number (ID) of the auto-escalation email template. Automatic escalation occurs when setting up the service level agreement, that after NN minutes (according to configuration) the system must escalate to the group or priority (as configured on the service level agreement screen). This email template ID is set on the "Email Template" screen.

If you do not enter the identification number (ID) of the email template, you may not send the correct email.

Unlink physical location with the unit? (Eg: Y or N - Default: 'N')

Y or N (Default: N)

Define if the linkage between the physical location with the unit will be removed. If "Y" is informed, the physical location link with the unit will be removed, that is, the location will not be established when informing the unit when registering a service/incident request.

If you do not enter the parameter value, the system default value will be set: "N" (No).

Type of Requests/Incidents capture (1-In execution, 2-In targeting) (Default: 1)

1- At execution or 2- Directing (Default: 1)

Define the type of Requests/Incidents capture: 1 = At execution or 2 = Directing;

If you do not enter the value of the parameter, the system default value will be used: "1" = At execution.

Default group ID for meeting HR requisitions



Enter the identification number (ID) of the standard group for the fulfillment of Human Resources requests. This ID is set on the "Group Registration" screen.

Not applicable

E-mail template ID to send notification of a "bad" or "regular" evaluation in a satisfaction survey



Inform the notification email template identification number of a "bad" or "regular" evaluation email in a satisfaction survey. When a request satisfaction survey receives a negative value (regular or bad), the notification email (entered in the parameter) is sent to the determined group (configured in parameter 138), informing the evaluation data made.

If you do not enter the identification number (ID) of the email template, you may not send the correct email.

The ID of the group receiving e-mail notification of a "bad" or "regular" evaluation in a satisfaction survey



Enter the identification number (ID) of the group that will receive the notification email of a "bad" or "regular" evaluation performed on a satisfaction survey, so that action is taken on that negative evaluation. This group ID is set on the "Group Registration" screen.

If you do not enter the group ID number, the email will not be sent.

Deadline in days to respond to a satisfaction survey regarding service requests (Eg. 7)



Define the term (in days) to respond to the satisfaction survey regarding service requests. If the satisfaction survey is not answered, the deadline in days (as defined in the parameter) will be established to be automated answered.

Not applicable

Use automatic approval for unanswered satisfaction surveys (Eg: Y or N - Default: 'N')

Y or N (Default: N)

Enable automatic satisfaction survey approval, if not answered.

Not applicable

Standard note for automatic satisfaction search. (Use a valid ID of a degree of satisfaction)



Set the default note for the satisfaction survey. If automatic satisfaction survey approval is enabled, the satisfaction survey automatic answer will be established, as defined in this parameter.

Not applicable

Days limit for reopening of services Incidents/Requests.



Set the days limit for reopening the Incident/Service Request.

Not applicable

Folder to save the Description and the solution to the service request in the Knowledge Base (Eg: Windows - Description_Response_To_KnowledgeBase)

E.g.: Windows - Description_Answer _To_KnowledgeBase

Define the directory to store the answer description of the service/incident request to be saved in the knowledge base. In the Service Request/Incident screen, the field "Save Solution/Response in the Knowledge Base" is displayed. When answering a service/incident request, and if you want to save the description of the Response Solution in the knowledge base, simply select the field and inform the title, then, when saving and forward the flow, the description of the solution response of the request will be stored in the folder defined in the parameter.

Not applicable

Activate the escalation rules work? (Eg: Y or N - Default: 'N')

Y or N (Default: N)

Define whether the operation of scheduling rules is enabled.

If you do not enter the parameter value, the system default value will be set: "Y" (Yes).

Show Save Solution/Response in the Knowledge Base? NOTE: It will only show when creating a New Request if the Situation is marked 'Solved'. (Eg: Y or N - Default 'S')

Y or N (Default: Y)

Define if the Service Request/Incident Solution/Response will be saved in the Knowledge Base. In the Service Request/Incident screen, the field "Save Solution/Response in the Knowledge Base" will be displayed, in which you must enter the title for the solution/response. In this case, when saving the information of the service/incident request, it'll be saved in the Knowledge Base the solution/response of the request.

If you do not enter the parameter value, the system default value will be set: "Y" (Yes).

Email template id for sending a notification about a request with the deadline to be expired (Eg.: 1)



Enter the identification number (ID) of the request notification email template with the deadline to be expired. When creating an escalation rule, the deadline for the request is defined, where an email will be sent to the user (defined in parameter 197) notifying the deadline for the request.

If you do not enter the identification number (ID) of the email template, you may not send the correct email.

Login of the user who will receive an e-mail regarding the escalation rules of the service request that are being expired (Eg.: Consultant)



Define the login of the user who will receive the email about the service request escalation rules that are expiring. When we create a scheduling rule, we set the deadline for the request, and the user login defined in this parameter will receive an email notifying that the request has entered the "expiring" status.

If you do not inform the user login, the email will not be sent.

Enable routine for reading new emails automatically? (Eg: Y or N - Default 'N')

Y or N (Default: N)

Enable the automatic email reading routine. This routine, when enabled, works as follows: When sending an email to CITSmart support, the automatic email will be read, if the email refers to a request, the title of the email will be checked if it contains the word 'Request' and the request number, if it contains, the email will be stored as an occurrence in the request concerned.

If you do not enter the value for the parameter, the system default value will be set: "N" (No).

Receive a notification when closing/escalating linked requests (Eg: Y or N - Default: 'Y')

Y or N (Default: Y)

Enable or disable sending notifications of child requests to the executor group of parent requests. By reporting the 'Y' value for the parameter, the system sends parent notification requests to the executing group for notification of creation, escalation, capture, other changes, and closure of child service requests. The email template linked to the child request service will be used.

Not applicable

The ID of e-mail template creation that will be sent to the executor group of the related request



Enter the identification number (ID) of the creation email template that will be sent to the executor group of a request related to another one. This email template ID is set on the "Email Template" screen.

If the identification number (ID) is not correctly entered, the system will not send notification emails.

The ID of e-mail action template that will be sent to the executor group of the related request



Inform the identification number (ID) of the email template of other actions that will be sent to the executing group of a request related to another one. This email template ID is set on the "Email Template" screen.

If the identification number (ID) is not correctly entered, the system will not send notification emails.

ID closing email template that will be sent to the executor group of the related request



Enter the identification number (ID) of the closing email template that will be sent to the executing group of a request related to another request. This email template ID is set on the "Email Template" screen.

If the identification number (ID) is not correctly entered, the system will not send notification emails.

Identifier of the flow element that is responsible for executing the service request



Define the flow element responsible for executing the service request.

Not applicable

Allow email sending when an incident is edited (Eg: Y or N - Default: 'Y')

Y or N (Default: Y)

Enable/Disable sending notification of changes in the request (incident) by email to the requester. When the parameter is enabled, when there is a change in the request information (incident), an email will be sent to the requester notifying about it.

Not applicable

E-mail template ID to notify requester about the release of request occurrences



Enter the identification number (ID) of the email template that will be used to notify the requester about the occurrence of the request. This Email Template ID is set on the "Email Template" screen.

With the identification number of the email template that will be used to notify the requestor whenever a permitted occurrence has opened the viewer of the requestor. If the identification number (ID) is not correctly entered, the system will not send notification e-mails.

Type hierarchy of the filter unit (Default 1-List without Restriction, 2-Units of the logged employee)

E.g.: 1 Unrestricted unit; 2- Unit of employee and its children units (restrictive); 3- Unit of the employee together with his superior levels (restrictive).

Define which type of hierarchy will be used to generate the tree of units that an employee is allowed to access.

Changing how the system will generate the tree of units allowed for a user/employee, many units may not be viewed if the hierarchy type uses access restriction.

Number of Registries Returned in Advanced Search (Eg: 50)



Define how many registries will be returned by the system in the Advanced Search for Service Request.

If you do not enter the value of the parameter, the system will return all registries related to the user search in the Advanced Search Service Search. Any value that the user enters will limit the amounts of search registries to the value of the parameter. If the user search has more registries than the one defined by the parameter, the system will represent a related error message and will not return any registries to the user.

Filter by Request in Progress

Y or N

If the "Y" value is set for the parameter, the "In Progress" option in the Portal's "Status" field, will be selected by default and will return a list of requests only with a request whose current task is equal to 'In Progress'.

Not applicable

Filter the "Service Category" by the CONTRACT and/or SERVICE in the Service Request? Values: "Y" or "N". Default: "S"

Y or N (Default: S)

Define whether the service category filter on the service request screen is by the contract service. If enabled, in the request registration screen, only the service categories that are linked to the service of the contract will be available.

Not applicable

URL Logo satisfaction survey. (Eg.: http://www.citsmart.com.br/imagens/logo.png)

E.g.: citsmart.com/ imagens/logo.png

Inform the URL of the image that will be used as a logo on the satisfaction survey screen.

Not applicable

Send Notification to Related Requests as configured for the Group? (Y or N)

Y or N

Set whether to send e-mail notifications to the executor group when creating a request related to another one.

Not applicable

Email template ID sent when suspending a service request



Enter the ID number of the service request suspension email template. When suspending a service request, it will be used to send the suspension notification of the email template informed in this parameter. This notification will be sent to the requester. The email template ID is set in the "Email Template" screen

Not applicable

E-mail template ID sent when reactivating a service request



Enter the service request reactivation email template identification number (ID). Reactivating a service request will be used to send the reactivation notification of the e-mail template informed in this parameter. This notification will be sent to the requester. The email template ID is set in the "Email Template" screen.

Not applicable

Requester selected when creating a Related Request: - Values: 0-None, 1-Requester, and 2-User logged in. Default: 0

Y or N (Default: S)

Define whether, when creating a related request, the fields for completing the requester's data will be completed by the system with the data of the requester of the main request.

If the value for the parameter is not set, the value will be automatically set by the system: "Y" (Yes).

Reopen Request by Satisfaction Survey (Possible values: Y or N, Default: N)

Y or N (Default: N)

Enable the reopening of requests by satisfaction survey. When the parameter value is "Y", in the satisfaction search screen, it will display the "No Attended" option in the "Evaluation" field which, when selected, will display the button to reopen the service request. When the parameter value is "N", the "Not Attended" option will not be displayed in the "Evaluation" field, so the button to reopen the request will continue to be disabled and invisible to the user.

If the value for the parameter is not set, the value "N" will be automatically set by the system.

Name(s) of upper user approval flow (s) (separate by comma)



Configure the total of items that must be imported at one time from the base to Solr

Not applicable

Request/Incident - Activate message exchange (Values: "Y" or "N" Default: "N")

Y or N (Default: N)

Enable message exchange between the requester and the person responsible for the request

Not applicable

Display the title of the request/incident (Values: "y" or "N" Default: "N")

Y or N (Default: N)

Define whether the request/incident title field is displayed

Not applicable

Support Level of Incident Management Tools



The quality of the incident management tool to support the activities. Collected through comparison with existing functionalities in the tool and ITSM practices

Not applicable

Maturity of the Incident Management Process



The maturity with which we perform incident management activities, this information is collected through an assessment process.

Not applicable

Narrow by attribution in advanced search? (Values: "Y" or "N" Default: "Y")

Y or N (Default: Y)

Enables access control (security) to the Advanced Search feature.

Not applicable

Enables the creation of location occurrences through the unit during the creation of requests

Y or N (Default: N)



Not applicable

Enable mandatory fulfillment when suspending request

Y or N (Default: N)

If this parameter is Yes, the system will show and require the completion of a text for the attendant to justify the reason for a ticket suspension.

Not applicable

Request Management Tool Support Level





Not applicable

Maturity of the Request Management Process