| Field | Description |
| Number of Requests on the page | The number of Requests that will be displayed in the Manage Requests window before the previous << or next >> options appear. |
| Refresh Requests Query Rate | The "Manage Request" queue list will automatically refresh the screen (i.e: to show new, incoming Requests) after the number of seconds specified. |
| Notes - Wrap Text at (pixels) | The Notes list that appears when you expand the Notes section or click on Edit Notes will wrap the display of the Note description at this specified pixel width. |
| Notes - Truncate Display to (characters) | The "Notes" list that appears when you expand the Notes section or click on Edit Notes will truncate the display of the note description at this specified character width. Clicking on the Note will display the full Note description. (This does not truncate the actual data) |
| Flag Auto Request Notes as Internal | When enabled, this option determines whether or not End Users can see manually created or system generated Notes.
All - Notes added by an Admin User, End User, or system generated (i.e. custom rules) are flagged as Internal. This means End Users are not able to see these Notes.
Automatic - Notes added by an Admin User or End User are not flagged as Internal and can be seen by End Users. To prevent End Users from seeing a Note, the Note must be manually flagged as Internal. System generated Notes (i.e. custom rules) are automatically flagged as Internal.
None - Notes added by an Admin User, End User, or system generated (i.e. custom rules) are not flagged as Internal and can be seen by End Users. To prevent End Users from seeing a Note, the Note must be manually flagged as Internal. |
| Auto Assign New Added Requests | When an admin user creates a Request for a customer, the Request is automatically assigned to the admin user who created the Request. |
| Enable Natural Language in Request Search | This enables the Natural Language function for Full Text searches of the Help Desk. Click here for more information about Natural Language. |
| Enable Thesaurus in Request Search | This enables the Thesaurus function for Full Text searches of the Help Desk. Click here for more information about the Thesaurus. |
| Default Request Search Action | This option specifies the default Search function of the "Request Search". The options are: "Any of the words entered" and "All of the words entered" |
| Display PC Inventory on Request Form | If the PC Inventory module is licensed, choose to display it on the Edit Request interface. |
| Enable Timer | When enabled, each instance the edit Request screen is opened, a timer will automatically start. Note: Starting in version 5.2 the timer will stop when the Request is Saved & Closed. |
| Enable Required Contacts | When enabled, when creating a new Request, the contact field will be set as a required field. |
| Enable Required Assigned Users | When enabled, when creating a new Request, the Assigned User field will be set as a required field. |
| Allow Auto Due Date Changes Based on Status | When enabled, the due date of a Request can be automatically updated based on a certain status change. To use this feature see the Configuring Due Dates for Requests article. |
| Use Business hours for Due Date changes | If Allow Auto Due Date Changes Based on Status is enabled, Business Hours will be used to calculate Due Date changes. |
| Request Edit Lock Timeout (seconds)* | When Enable Request Edit Lock is checked, if a user who is editing a ticket is idle for the set period of time, the Edit Lock will be released. |
| Enable Request Edit Lock | When enabled, when a user is editing a request, other users will be prompted with a dialogue box warning them that the request is currently being edited. They will then be able to see, but not edit the request. |