ITSM Task Properties
Use these properties to define the configuration of incidents, service requests, incident tasks and service request tasks.
To get a list of 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: Integer
Default value: Not defined
Value example: 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
Value example: false
itsm.change_stakeholders.group.id
Specify the ID of the stakeholders group, whose members receive notifications regarding the change request updates.
Type: Integer
Default value: Not defined
Value example: 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
Value example: 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
Value example: true
itsm.mass_processing.max_number_to_assign
Specify the maximum number of service requests and incidents that can be assigned at once using the Assign button on the corresponding lists.
Type: String
Default value: 100
Value example: 10
itsm.mass_processing.max_number_to_complete
Specify the maximum number of service requests and incidents that can be completed at once using the Complete button on the corresponding lists.
Type: String
Default value: 100
Value example: 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)
Value example: 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
Value example: 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)
Value example: 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
Value example: 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)
Value example: 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
Value example: 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)
Value example: 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