Help desk

Preference	Description
Default action code for Monday	Action code automatically specified on Monday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Tuesday	Action code automatically specified on Tuesday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Wednesday	Action code automatically specified on Wednesday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Thursday	Action code automatically specified on Thursday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Friday	Action code automatically specified on Friday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Saturday	Action code automatically specified on Saturday when entering time on a task available by clicking on Enter from a simplified issue task.
Default action code for Sunday	Action code automatically specified on Sunday when entering time on a task available by clicking on Enter from a simplified issue task.

New issue

Note

If the use of the Help Desk Portal is enabled from the Settings Portal, the Filter to show maintenance sites only preference is the only one displayed.

Preference	Description
Tab open by default	Site(s): Allows you to open the Site(s) tab directly when creating a new classic issue in Help Desk > New issue. Requester contact(s): Allows you to open the Requester contact(s) tab directly when creating a new classic issue in Help Desk > New issue.
Filter customers with one or more contracts	Allows you to automatically enable the filter so only the customers with one or more contracts are displayed in the Customer field help list, when creating a new classic issue in Help Desk > New issue.
Filter to show maintenance sites only	Allows you to automatically enable the filter so only the maintenance sites are displayed in the site help list, when creating a new issue.
Filter contacts by site	Allows you to automatically enable the contacts by site filter when creating a new classic issue in Help Desk > New issue. When the preference is enabled, it is possible to double-click on the site from the Sites tab to automatically find out filtered relevant contacts in the X Requester contact(s) tab. When the preference is disabled,double-clicking on the site from the Sites tab will not allows you to filter contacts via this site. However, it is possible to click on to run the filter.
Filter products by site	Allows you to automatically enable the products by site filter when creating a new classic issue in Help Desk > New issue. When the preference is enabled, you can double-click on the site from the Sites tab to automatically find out filtered relevant products in the X Requester product(s) tab. When the preference is disabled, double-clicking on the site from the Sites tab will not allow you to filter products via this site. However, it is possible to click on to run the filter.
Filter on products assigned to contact	Allows you to automatically enable the filter on the products by the external user when creating a new classic issue in Help Desk > New issue.
Filter of products by contract	Allows you to automatically enable the products by contract filter when creating a new classic issue in Help Desk > New issue. When the preference is disabled, you can double-click on the contract from the X-Contract(s) tab to automatically find out the filtered relevant products in the X product(s) tab. When the preference is disabled, double-clicking on the contract from the X contract(s) tab will not allows you to filter products via this contract. However, it is possible to click on to run the filter.
Filter products by service	Allows you to automatically enable the products by service filter when creating a new classic issue in Help Desk > New issue. When the preference is enabled, it is possible to double-click on the service from the X service(s) tab to automatically find out the relevant products in the X product(s) tab. When the preference is disabled, double-clicking on the service from the X service(s) tab will not allow you to filter products via this service. However, it is possible to click on to run the filter.
Automatic opening of the customer issues section	Allows you to automatically pull down the Issues from the customer section when creating a new classic issue in Help Desk > New issue.
Automatic opening of the supplier contracts section	Allows you to automatically pull down the Supplier contract section when creating a new classic issue in Help Desk > New issue.
Automatic selection of the single customer	Allows you to automatically specify the customer if there is only one when creating a new classic issue in Help Desk > New issue.
Automatic selection of the single site	Allows you to automatically specify the customer site if there is only one when selecting the customer in a new classic issue in Help Desk > New issue.
Automatic selection of the single contact	Allows you to automatically specify the customer contact if there is only one when selecting the customer in a new classic issue in Help Desk > New issue.
Automatic selection of the single contract	Allows you to automatically fill in the customer contract if there is only one when selecting the customer in a new classic issue in Help Desk > New issue.
Automatic selection of single service	Allows you to automatically specify the customer service if there is only one when selecting the customer in a new classic issue in Help Desk > New issue.
Select the single product automatically	Allows you to automatically specify the customer product if there is only one when selecting the customer in a new classic issue in Help Desk > New issue.
Hide contracts for which the termination date has passed	Allows you to hide the contracts for which the termination date has passed in the Contract field help list when creating a new classic issue in Help Desk > New issue.
Hide contacts that are not maintenance contacts	Allows you to hide the contacts that are not maintenance contacts in the Contact field help list when creating a new classic issue in Help Desk > New issue.

Deadlines

Preference	Description
Number of hours below which a deadline is considered to be 'short'	Allows you to choose a number of hours under which a deadline is considered to be short regarding to the GRT deadline displayed in the headline of the classic issue. When the deadline is short, the GRT label and the corresponding deadline are displayed in the color selected in the Short deadline display color preference.
Number of days below which a deadline is considered as 'short'	Allows you to choose a number of days under which a deadline is considered to be short regarding to the GRT deadline displayed in the headline of the classic issue. When the deadline is short, the corresponding field is displayed in the color selected in the Short deadline display color preference.
Short deadline display color	Allows you to choose the displayed color of the GRT label and the corresponding deadline in case of short deadline.
Number of hours below which the countdown changes color	Allows you to choose the number of hours under which the countdown of GFRT or GRT of a classic or simplified issue changes color.

Issues and tasks

Note

If the use of the Help Desk Portal is enabled from the Settings Portal, the following preferences are the only ones displayed:

When a task is freed in read-only mode, the employee assigned to it is removed
Number of custom data columns
Number of custom data
First custom data index
Hide Tags section

Preference	Description
Open the "Versions and Revisions" section by default	Allows you to directly pull down the Versions and Revisions section when opening the classic issue.
By default, open the 'Location' section	Allows you to directly pull down the Location section when opening the classic issue or task.
Open the "Customer products" section by default	Allows you to show the Customer products tab in a classic issue or a task.
Request - 'Linked objects' tab open by default	Auto (Responses, Contacts by default): Allows you to open the Tasks tab from the Linked objects section directly when opening the classic issue if there is at least another task than the entering one. If the input task is the only task, then the Contacts tab will open instead. Tasks: Allows you to open the Tasks tab of the Linked objects section directly when opening the classic issue. Contacts: Allows you to open the Contacts tab in the Linked objects section directly when opening the classic issue. Management: Allows you to open the Management tab of the Linked objects section directly when opening the classic issue. Linked issues: Allows you to open the Linked issues tab of the Linked objects section directly when opening the classic issue. Checks: Allows you to open the Checks tab in the Linked objects section directly when opening the classic issue.
Task - 'Additional information' tab open by default	Error: Allows you to open the Error tab of the Additional information section directly at the opening of the task in classic view. Contacts: Allows you to open the Contacts tab of the Additional information section directly when opening the task in classic view. Management: Allows you to open the Management tab of the Additional information section directly when opening the task in classic view. Revisions: Allows you to open the Revisions tab of the Additional information section directly when opening the task in classic view. Resource request: Allows you to open the Resources request tab of the Additional information section directly when opening the task in classic view. Checks: Allows you to open the Checks tab of the Additional information section directly when opening the task in classic view.
Automatically refresh quick searches	Allows you to automatically refresh quick searches of issues and tasks. Note To access the quick search of issues and tasks: Go to Help Desk > Issues and tasks In the drop-down menu next to the icon, click on Issue search or Task search. The automatic refresh activation or deactivation can be done by clicking on at the top of the search results.
Save the last search	Allows you to launch the same search type as the last search done, by clicking on in the action bar of the issues and tasks search screen in Help Desk > Issues and tasks.
Refresh interval (sec)	Allows you to choose the number of seconds that goes by between each refresh of the issues and tasks quick searches. Does not have any effect if the quick refresh of the issues and tasks search is disabled. Note To access the quick search of issues and tasks: Go to Help Desk > Issues and tasks In the drop-down menu next to the icon, click on Issue search or Task search. The automatic refresh activation or deactivation can be done by clicking on at the top of the search results.
Criteria tab open by default	Requests (1): Allows you to directly open the Issue main criteria tab when opening the search screen in Help Desk > Issues and tasks. Requests (2): Allows you to directly open the Additional criteria tab when opening the search screen in Help Desk > Issues and tasks. Tasks (1): Allows you to directly open the Task main criteria tab when opening the search screen in Help Desk > Issues and tasks. Tasks (2): Allows you to directly open the Task additional criteria tab when opening the search screen in Help Desk > Issues and tasks.
Search run by default	Quick issues: Allows you to run a quick issues search from the icon on the action bar. Rapid resp: Allows you to run a quick tasks search from the icon on the action bar. Issues + Tasks: Allows you to run a quick issues and tasks search from the icon on the action bar. Issues: Allows you to run a quick issues search from the icon on the action bar. Inters: Allows you to run a quick tasks search from the icon on the action bar. Timesheet: Allows you to run a timesheet on tasks search from the icon on the action bar.
Show custom data (detailed searches)	Allows you to show custom data on the detailed search results in Help Desk > Issues and Tasks
Show custom data (reporting data)	Allows you to show custom data on the reporting data in Help Desk > Issues and Tasks
Opening the "Detailed mode" or the "Simplified mode" issue screen from the search results	Issue (Detailed mode): Allows you to directly run the detailed mode when opening the search results in Help Desk > Issues and tasks. Issue (Simplified mode): Allows you to directly run the simplified mode when opening the search results in Help Desk > Issues and tasks.
Shortcut to create issue	Issue (Detailed mode): Allows you to access the detailed issue creation screen from the icon on the action bar. Issue (Simplified mode): Allows you to access the simplified issue creation screen from the icon on the action bar. Issue from a template: Allows you to access the issue from a template creation screen from the icon on the action bar.
Shortcut to search for issues	Issue (Detailed mode): Allows you to access the detailed issue creation screen from the icon on the action bar. Issues and tasks: Allows you to access the issues and tasks search screen from the icon on the action bar.
When a task is freed in read-only mode, the employee assigned to it is removed	This preference refers to the action of freeing a task, which you can do by clicking on in the Task section of an issue. When the preference is enabled, the employee assigned to it is automatically removed from the Assigned to field when freeing a task on the display mode. When the preference is disabled, the employee assigned to it is not automatically removed from the Assigned to field when freeing a task on the display mode. So it is necessary to do it manually.
Automatically place the last corrective revision	Allows you to automatically specify the Corrective revision field when ending a task.
Number of custom data columns	Allows you to define the number of columns on which the Custom data section of the simplified issues or the issues on the Help Desk Portal will be placed. If this preference is set to 0, the Custom data section is not displayed. The custom data tabs are still available.
Number of custom data	Allows you to define the number of custom data displayed in the Custom data section of the simplified issues or the issues on the Help Desk Portal. If this preference is set to 0, all the custom data are displayed (taking into account the limited space to display these data).
First custom data index	Allows you to define the first custom data to display in the Custom data section of the simplified issues or issues on the Help Desk Portal, by specifying the position of the data depending on the data order. Custom data are ordered in ascending order depending on their order number. Example I specify 5: the custom data section will start with the fifth custom data counting by ascending order custom data order number.
Hide Tags section	Allows you to hide the Tags section on the simplified issues or on the classic issues on the Help Desk Portal.

Actions

Note

If the use of the Help Desk Portal is enabled from the Settings Portal, this menu is hidden from the preferences.

Preference	Description
Core - Suspension	Allows you to display the icon on the action bar of the classic issue to suspend the issue.
Core - Contractual response	Allows you to display the or icon on the action bar of the classic issue to mark or cancel the contractual response on the issue.
Core - Contractual resolution	Allows you to display the icon on the action bar of the classic issue to mark the contractual resolution on the issue.
Core - Modify the context	Allows you to display the icon on the action bar of the classic issue to modify the context of the issue.
Issue - Unclose	Allows you to display the icon on the action bar of the classic issue to unclose the issue.
Issue - Cancellation	Allows you to display the icon on the action bar of the classic issue to cancel the issue.
Issue - Close	Allows you to display the icon on the action bar of the classic issue to close the issue.
Issue - Check count	Allows you to display the icon on the action bar of the classic issue to count checks used on the issue.
Issue - Timers	Allows you to display the icon on the action bar of the classic issue to display timers and intermediary times.
Issue - History	Allows you to display the icon on the action bar of the classic issue to display the history of the issue modifications.
Issue - Checkbooks	Allows you to display two icons on the action bar of the classic issue to display the contract checkbooks and to display the count checkbooks on the contract.
Issue - Change status	Allows you to display the icon on the action bar of the classic issue to modify the status of the issue.
Issue: Duplicate	Allows you to display the icon on the action bar of the classic issue to mark the issue as a duplicate.
Task - Completed	Allows you to display the icon on the action bar of the task in classic view to complete the task.
Response - Quotation (creation / consultation)	Allows you to display the icon on the action bar of the task on classic view to complete the create or display the quotation linked to the task.
Task - Time spent input	Allows you to display the icon on the action bar of the task on classic view to input the time spent on the task.
Task - IT equipment management	Allows you to display the icon on the action bar of the task on classic view to open the IT equipment linked to the task.
Task - Take task	Allows you to display the icon on the action bar of the task in classic view to take the task.
Task - History	Allows you to display the icon on the action bar of the task on classic view to open the history task.
Tools - Find attached files	Allows you to display the icon on the action bar of the task in classic view or the classic issue to find attached files.
Tools - Link a document	Allows you to display the icon on the action bar of the classic task or issue to link a document.
Tools - Search linked events	Allows you to display the icon on the action bar of the classic task or issue to search for linked events.
Tools - Association of an event	Allows you to display the icon on the action bar of the classic task or issue to associate an event to the issue.

Banner

Note

If the use of the Help Desk Portal is enabled from the Settings Portal, this menu is hidden from the preferences.

Preference	Description
Issue - Contract name	Allows you to display the contract name in the banner of the classic issue.
Issue - Service name	Allows you to display the service name in the banner of the classic issue.
Issue - Product designation	Allows you to display the product designation in the banner of the classic issue.
Issue - Issue type	Allows you to display the issue type in the banner of the classic issue.
Issue - Priority	Allows you to display the priority in the banner of the classic issue.
Task - Contract name	Allows you to display the contract name in the banner of the task in classic view.
Task - Service name	Allows you to display the service name in the banner of the task in classic view.
Task - Product designation	Allows you to display the product designation in the banner of the task in classic view.
Task - Issue type	Allows you to display the issue type in the banner of the task in classic view.
Task - Priority	Allows you to display the priority in the banner of the classic issue.

Colors

Preference	Description
Color for created issues	Allows you to choose the color of a created issue in the Status field in classic or simplified view.
Color for current issue	Allows you to choose the color of a current issue in the Status field in classic or simplified view.
Resolved issue color	Allows you to choose the color of a resolved issue in the Status field in classic or simplified view.
Closed issue color (ext)	Allows you to choose the color of an issue closed externally in the Status field in classic or simplified view.
Color for (int) closed request	Allows you to choose the color of an issue closed internally in the Status field in classic or simplified view.
On hold issue color	Allows you to choose the color of an issue on hold in the Status field in classic or simplified view.
Color of after-deadline GRT issue	Allows you to choose the color of an after-deadline GRT issue in the Status field in classic or simplified view.
Color of after-deadline GFRT issue	Allows you to choose the color of an after-deadline GFRT issue in the Status field in classic or simplified view.
Color of after-deadline GRT and GFRT time limits	Allows you to choose the color of an after-deadline GRT and GFRT issue in the Status field in classic or simplified view.

Transmissions by email

Preference	Description
Automatically include the requester as recipient	Allows you to automatically include the requester to the recipients when sending by email in Edit > Send issue by email / fax from the classic or simplified issue.
Include the group as a	Recipient: Allows you to define the managing group (Managing group field in the classic view) as the recipient when sending by email in Edit > Send issue by email / fax from the classic or simplified issue. Copy: Allows you to define the managing group (Managing group field in the classic view) as copy when sending by email in Edit > Send issue by email / fax from the classic or simplified issue. Hidden Copy: Allows you to define the managing group (Managing group field in the classic view) as hidden copy when sending by email in Edit > Send issue by email / fax from the classic or simplified issue. Do not include it: Allows you to not include the managing group (Managing group field in the classic view) when sending by email in Edit > Send issue by email / fax from the classic or simplified issue.
Automatically include the requester as recipient	Allows you to automatically include the requester to the recipients when sending the task by email: Either in Edit > Send issue by email / fax from the task in classic view. Either by clicking on from the task in the simplified view.
Do not automatically select the responder from the recipient list	Allows you to not include automatically the responder as recipient when sending the task by email: Either in Edit > Send issue by email / fax from the task in classic view. Either by clicking on from the task in the simplified view.
Do not automatically select the contact in the recipient list	Allows you to not include automatically the responder contact as recipient when sending the task in classic view by email.
Include the group as a	Recipient: Allows you to define the managing group (Managing group field in the task in classic view) as recipient when sending by email, either from Edit > Send issue by email / Fax in the task in classic view, either by clicking on from the task in the simplified view. Copy: Allows you to define the managing group (Managing group field in the task in classic view) as copy when sending by email, either from Edit > Send issue by email / Fax in the task in classic view, either by clicking on from the task in the simplified view. Hidden copy: Allows you to define the managing group (Managing group field in the task in classic view) as hidden copy when sending by email, either from Edit > Send issue by email / Fax in the task in classic view, either by clicking on from the task in the simplified view. Do not include: Allows you to not include the managing group (Managing group field in the task in classic view) when sending by email, either from Edit > Send issue by email / Fax in the task in classic view, either by clicking on from the task in the simplified view.

Issue criteria

Preference	Description
Filter customers with one or more contracts	Allows you to automatically enable the filter so only the customers with at least one contract are displayed in the help list of the Customer (Name / Code) field.
Show all statuses	Allows you to automatically check All in the Status types section on the search screen of Help Desk > Issues and tasks.
View "Created" issues	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check Created in the Status types section on the search screen of Help Desk > Issues and tasks.
View issues "In progress"	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check In progress in the Status types section on the search screen of Help Desk > Issues and tasks.
Show "On hold" issues	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check On hold in the Status types section on the search screen of Help Desk > Issues and tasks.
Show "Resolved" issues	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check Resolved in the Status types section on the search screen of Help Desk > Issues and tasks.
Show 'Closed externally' issues	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check Closed ext. in the Status types section on the search screen of Help Desk > Issues and tasks.
Show issues "Closed internally"	Important This preference does not have any effect if the Show all statuses preference is enabled. Allows you to automatically check Closed int. in the Status types section on the search screen of Help Desk > Issues and tasks.

Task criteria

Note

If the use of the Help Desk Portal is enabled from the Settings Portal, this menu is hidden from the preferences.

Preference	Description
See entry tasks	Allows you to automatically check With for the Input tasks field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab.
Searched tasks status	Any: Allows you to automatically check All for the Status field directly at the opening of the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab. In progress: Allows you to automatically check In progress for the Status field directly at the opening of the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab. Completed: Allows you to automatically check Completed for the Status field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab.
Status of tasks in the knowledge base	Any: Allows you to automatically check All for the Knowledge base field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab. Requested: Allows you to automatically check Requested for the Knowledge base field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab. Validated: Allows you to automatically check Validated for the Knowledge base field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task main criteria tab.
Show tasks with no time spent	Allows you to automatically check All for the No time specified field directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task additional criteria tab. If the preference is disabled, Yes is automatically checked.
Filter the tasks and time for the current week	Allows you to automatically check Week directly when opening the tasks search screen in Help Desk > Issues and tasks under the Task additional criteria tab.