Self Service Configuration tab contains various configuration options for Self Service portal. The options here are divided into four groups:
Anonymous Ticket
•Allow anonymous ticket submission: Enable anonymous users to submit tickets without login. This option shows the Submit a Ticket menu in Self Service Portal even if no user is logged in.
•Show email and email is required: This option is used to enable user validation through email in Submit a Ticket menu. Note that this option is available only if Allow anonymous ticket submission is enabled. It is possible to submit a ticket without logging in, however the user has to enter an Email Address for validation.
Forum
•Enable Forum: This option is used to enable access to the Forums on Self Service Portal. If option is enabled the Knowledge base menu is shown in the portal even if no user is logged in.
•Visible to logged in Users: If this option is enabled the Knowledge base menu is shown in Self Service Portal only if a user is logged in. Enable Forum has to be enabled to make this setting efficient.
Tickets
•Hide column Assigned: Check this box if you don´t want the End Users to see the names of the assignees in My Tickets list on SSP. The Assignee column is not displayed.
Group Configuration
Select groups from the dropdowns to which ticket should be assigned after creation on the Self Service Portal. You can choose a group for each available ticket type.
Configuration for Closing Ticket
•Mandatory to add a comment when closing ticket: If this option is enabled it is not possible to close a ticket without adding a comment. When you close a ticket a popup is displayed where you are forced to add a comment.
•Exception: When solution marked, no mandatory comment is needed: This option could be enabled only if Mandatory to add a comment when closing ticket is enabled. This option except mandatory comment when closing ticket if the ticket has at least one comment marked as solution. Popup for adding comment when closing the ticket is not displayed.
After setting values, click Save button to save the data.