The ITSM settings screen (Service Desk › ITSM settings menu) brings together all Service Desk and ITSM process settings in one place. Everyone only sees the screens they are allowed to open, and only those of enabled modules.
Getting started
On a new instance, the Service desk setup list, at the top of the screen, shows where to start: Categories, Service desk teams, SLA policies, Incoming mailboxes, Correspondence templates and Requester portal. Each step is checked on its own once it is done (at least one category, one active SLA policy, one active mailbox…); its name opens the screen, Help opens the page that explains it. Hide removes the list for everyone once the instance is running; Show the setup steps brings it back.
Service Desk themes
The Service Desk settings are grouped into seven themes:
- Ticket reference data: categories, statuses, priorities and lists, custom fields, numbering, portal form;
- Lifecycle: status transitions, priority matrix, resolution confirmation;
- Service commitments: SLA policies, calendars and holidays, OLA (depending on your licence), escalation;
- Teams and queues: service desk teams, on-call, sender per queue;
- Communication: correspondence templates, macros, template variables, bulletins;
- Automation and AI: automation rules, AI triage, AI prompts;
- Import, export and maintenance: ticket import and export.
AI screens remain visible when no AI provider is selected: they then show AI disabled. AI is set up in Administration › Instance and operations › AI.
Search for a setting
Type a few letters in Search for a setting: the list keeps only the screens whose name, description or a related word matches, ignoring case and accents. For example, "holiday" finds Calendars and holidays, "priority" finds Statuses, priorities and lists and Priority matrix. The module buttons above limit the list to one section.
See also
At the bottom of the screen, See also, in other modules lists related settings: incoming mailboxes, notifications and senders, service catalog, forms, processes, support contracts, AI provider. Only those you can open are shown.
Other ITSM modules
Depending on the enabled modules, the home page also shows the Changes (change types, freeze periods, AI assistant prompts), Problems (problem settings, AI assistant prompts), Releases (target instances, release checklist template) and Knowledge (manage bases) sections. The settings screens of Changes, Problems and Releases show the same side navigation as the Service Desk ones. Major incidents have no settings screen.
Each setting opens its usual screen: addresses do not change, and your bookmarks still work.