Four tabs of Service Desk settings control overall behavior: the groups offered, ticket numbering, resolution confirmation by the requester and the portal form. They are restricted to Administrators and Service Desk administrators.
Service Desk groups selection
In Portail ZAPP, groups are used for much more than the Service Desk. This tab limits the groups offered in every Service Desk group selector: ticket assignment, category routing, macro sharing, allowed groups for a rule button, AI triage fallback group, grid filters.
Move the useful groups from Available groups to Selected groups (Search a group… helps find them), then Save. An empty Selected groups list restricts nothing: all active groups are offered.
This is a display filter: it changes neither group members nor their permissions, and a ticket already assigned to a group that is not selected stays assigned to it.
Ticket numbering
Each ticket gets a number made of a Prefix, a dash and six digits (for example INC-000042); the Example area shows the result. The prefix contains only letters and digits, with no dash or space.
A prefix change only applies to tickets created afterwards: existing tickets keep their number, and an email reply to an older message still reaches its ticket.
Resolution confirmation
When a ticket is resolved, the requester can confirm the resolution or reopen the ticket from its page.
- Reopen status: the status a ticket reopened by the requester takes. With "— Default status —", the In progress status is applied. A transition from the resolved status to this status must exist (see "Set up the ticket reference data").
- Implicit confirmation after a delay: when ticked, a ticket resolved for more than Delay (days) with no reaction from the requester is confirmed automatically, then closed if the transition to Closed is allowed. The check runs every hour. Disabled by default; the proposed delay is 5 days.
Portal form
The Portal form tab sets up the New request form of the Support portal (/support/create).
- Ask for the type (Incident / Request) and Ask for the impact: checked (the default), the requester chooses the type and can give the impact, with a short help text under each field. Unchecked, the field disappears from the form and takes the first active value of its list (see "Set up the ticket reference data"); the agent adjusts it afterwards.
- Categories offered on the portal: uncheck a category to remove it, with its subcategories, from the portal list. Agents can still use it; a request sent through the API with a hidden category is refused. The same setting exists on each category's page (Offered on the portal), and the category filter of the portal list only offers these categories.
- Show the estimated effort and time spent to the requester (unchecked by default): checked, requesters can show the Estimated effort and Time spent columns in the portal list and in its Excel export, and see the estimated effort on the ticket page. The total on the ticket's Time spent tab stays visible in every case.
When a service catalog is available to the requester, New request first offers to Report an incident (this form, with the Incident type already selected) or to Make a request (the catalog). Without a catalog, the button opens the form directly.
See also
- "Set up the ticket reference data": statuses and transitions.
- "Managing groups": create groups and manage their members.