AgileApps Support Wiki Pre Release

Customizing ServiceDesk Operations

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Revision as of 18:29, 27 July 2015 by imported>Aeric (Created page with "The ServiceDesk application comes with some pre-set initial behaviors that can be easily modified. This section discusses them. ==Change Case Notifications== These Rules cau...")
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The ServiceDesk application comes with some pre-set initial behaviors that can be easily modified. This section discusses them.

Change Case Notifications

These Rules cause case-related notifications to be sent automatically after a certain amount of time has elapsed. You can turn them off or modify them quite easily:

  1. Go to GearIcon.png > Case Automation > Business Rules > Timer Rules
  2. There, you find two rules:
    • One sends a message 36 hours after a case is put into "Pending" status.
    • The other sends a message 3 hours after a new case is created, if the status hasn't changed.
      (The status automatically changes to "Open" when someone sends a message from that case.)
  3. Click the On/Off button next to either rule to disable it.
  4. Or click the rule to edit it.


Change Task Notifications