ITSM Entity Properties
Use these properties to define the configuration of user queries, service requests, incidents, change requests, as well as related tasks.
To view all available system properties, navigate to System Properties → All Properties.
itsm_request.default.assignment_group
Specify the ID of the user group that is assigned to requests by default.
Type: String
Default value: Not defined
Example value: 157417553315969734
itsm.itsm_incident.map_assigned_group_and_user_to_children
Set the value to false to disable automatic population of the Assigned user and Assignment group fields of a child incident with the values of the respective fields of the parent incident.
Type: Boolean
Default value: true
Example value: false
itsm.change_request.stakeholders_group_id
Specify the ID of a stakeholders group for its members to receive notifications regarding updates in change requests.
Type: String
Default value: Not defined
Example value: 157417569011449935
itsm_inquiry.enable_multiple_related_entities
To enable creation of multiple related tickets from a user query, set the value to true. On the user query form, the Related ticket field of Reference type changes to Related tickets of List type.
Type: Boolean
Default value: false
Example value: true
itsm_request.enable_multiple_child_requests
To enable adding multiple child requests to a parent service request, set the value to true. On the service request form, the Child request field of type Reference changes to Child requests of type List.
Type: Boolean
Default value: false
Example value: true
itsm.mass_processing.max_number_to_assign
Specify the maximum number of service requests, incidents, service request tasks, and incident tasks that can be assigned at once. The property is applied when clicking the Assign button on the incident and service request list view, as well as the Tasks related list on their forms.
Type: String
Default value: 100
Value example: 10
itsm.mass_processing.max_number_to_comment
Specify the maximum number of service requests, incidents, service request tasks, and incident tasks that can be commented on at once. The property is applied when clicking the Add comment button on the incident and service request list view, as well as the Tasks related list on their forms.
Type: String
Default value: 100
Example value: 10
itsm.mass_processing.max_number_to_complete
Specify the maximum number of service requests, incidents, service request tasks, and incident tasks that can be completed at once. The property is applied when clicking the Complete button on the incident and service request list view, as well as the Tasks related list on their forms.
Type: String
Default value: 100
Example value: 10
itsm.itsm_incident.schedule_id_state_to_completed
Specify the ID of the schedule used for calculating the period until an incident is automatically moved from the Information needed to the Completed state if there is no response from the caller.
Type: String
Default value: 157165229904988595 (24x7)
Example value: 173287794813797444
itsm.itsm_incident.days_count_to_completed
Specify the number of days after which an incident is automatically moved from the Information needed to the Completed state if there is no response from the caller. The value should be greater than 0.
Type: Integer
Default value: 5
Example value: 7
itsm.itsm_request.schedule_id_state_to_completed
Specify the ID of the schedule used for calculating the period until a service request is automatically moved from the Information needed to the Completed state if there is no response from the caller.
Type: String
Default value: 157165229904988595 (24x7)
Example value: 173287794813797444
itsm.itsm_request.days_count_to_completed
Specify the number of days after which a service request is automatically moved from the Information needed to the Completed state if there is no response from the caller. The value should be greater than 0.
Type: Integer
Default value: 5
Example value: 7
itsm.itsm_incident.schedule_id_to_solution_accept
Specify the ID of the schedule used for calculating the period until a Completed incident is automatically moved to the Closed state if there is no feedback from the caller.
Type: String
Default value: 157165229904988595 (24x7)
Example value: 157165229904988595
itsm.itsm_incident.days_count_to_solution_accept
Specify the number of days after which a Completed incident is automatically moved to the Closed state if there is no feedback from the caller. When an incident's state changes to Completed, a delayed event is created to perform the state transition.
The value should be greater than 0.
Type: Integer
Default value: 5
Example value: 7
itsm.itsm_request.schedule_id_to_solution_accept
Specify the ID of the schedule used for calculating the period until a Completed service request is automatically moved to the Closed state if there is no feedback from the caller.
Type: String
Default value: 157165229904988595 (24x7)
Example value: 157165229904988595
itsm.itsm_request.days_count_to_solution_accept
Specify the number of days after which a Completed service request is automatically moved to the Closed state if there is no feedback from the caller. When a request's state changes to Completed, a delayed event is created to perform the state transition.
The value should be greater than 0.
Type: Integer
Default value: 5
Value example: 7
itsm.ticket_cancel_resume.portal.is_enabled
Set the value to true to allow callers and their managers to cancel and resume their incidents and service requests on the Self-Service Portal using the Cancel ticket and Resume ticket buttons on the View Task Readonly Form widget.
Type: Boolean
Default value: true
Value example: false
itsm.itsm_incident.impact_matrix_is_enabled
Set the value to true for the Impact of non-infrastructure incidents to be calculated automatically based on the Impact Matrix. In this case, the Impact field will be read-only.
Type: Boolean
Default value: true
Value example: false
itsm.ai_chat_widget.is_enabled
Set the value to true to enable the Chat with AI Assistant widget on the Self-Service Portal. The widget will open by clicking the AI Assistant navigation card. If the property is set to false, the AI Assistant card will be replaced with the Ask a question card leading to the standard user query creation form.
The AI Assistant requires the Ainergy application and the ITSM-Ainergy connector to function.
Type: Boolean
Default value: true
Value example: false
itsm.ai_chat_widget.article_base
Specify the Name field value of the Vector Collection Definition (ain_vector_collection_definition) table record used for storing the Article (article) table records the AI Assistant can use to form a reply.
Type: String
Default value: article
Value example: article
itsm.ai_chat_widget.announcement_base
Specify the Name field value of the Vector Collection Definition (ain_vector_collection_definition) table record used for storing the Service Announcement (announcement) table records the AI Assistant can use to form a reply.
Type: String
Default value: announcement
Value example: announcement
itsm.ai_chat_widget.request_model_base
Specify the Name field value of the Vector Collection Definition (ain_vector_collection_definition) table record used for storing the Request Model (sys_rmc_model) table records the AI Assistant can use to form a reply.
Type: String
Default value: request_model
Value example: request_model
itsm.ai_chat_widget.known_error_base
Specify the Name field value of the Vector Collection Definition (ain_vector_collection_definition) table record used for storing the Known Error (itsm_known_error) table records the AI Assistant can use to form a reply.
Type: String
Default value: known_error
Value example: known_error
itsm.ai_chat_widget.article_max_number
Specify the maximum number of relevant Article (article) table records the AI Assistant can use to form a reply.
Type: String
Default value: 3
Value example: 5
itsm.ai_chat_widget.announcement_max_number
Specify the maximum number of relevant Service Announcement (announcement) table records the AI Assistant can use to form a reply.
Type: String
Default value: 3
Value example: 5
itsm.ai_chat_widget.request_model_max_number
Specify the maximum number of relevant Request Model (sys_rmc_model) table records the AI Assistant can use to form a reply.
Type: String
Default value: 3
Value example: 5
itsm.ai_chat_widget.known_error_max_number
Specify the maximum number of relevant Known Error (itsm_known_error) table records the AI Assistant can use to form a reply.
Type: String
Default value: 3
Value example: 5
itsm.ai_chat_widget.days_count_to_close
Specify the number of days after which an unused chat with the AI Assistant automatically closes.
Type: String
Default value: 14
Value example: 31
itsm.telegram_bot.portal_approval_context
Specify the path to the approvals section on the Self-Service Portal. The path is used when forming links to approval pages sent to users via the Telegram bot.
Type: String
Default value: portal/approval
Value example: portal/approval