Advanced Portal Settings

Design your technician portal and streamline a host of service desk activities. You can enable technicians to create and track requests easily, automate processes in incident management, and configure request approval and work log settings. In addition, you can customize settings related to changes, solutions, and more.

To configure the technicians' portal settings, go to Setup > General Settings > Advanced Portal Settings.

Request Settings

Setting

Description

Enable 'Quick Incident' option for technicians

A new option called Quick Incident will be displayed on selecting from the header pane in technicians' portal. This option allows technicians to add their incident requests instantly and with only the vital details, such as subject, requester name, or site.

Include technicians in the list of requesters while creating/updating requests

Display technicians in the requesters list in Add/Edit Request form to enable technicians to raise requests for themselves and other technicians.

While creating a Service Request

Configure how an SLA is applied to a Service Request.

Use condition based SLAs - Applies SLA by matching criteria against request fields.
Use SLA selected by the user - Allows user to select the SLA.
Use both user selected and condition based SLAs - Allows user to select the SLA. If no SLA is selected by user, the system applies a SLA by matching criteria against request fields.

Enable override to allow the system to override user selection and apply SLA by matching the request against SLA criteria.

Scenario		Override enabled	Override disabled
Case 1: User selected SLA conflicts with system selected SLA	User selects SLA and system matches another SLA	Condition based SLA	User selection SLA
	User selects SLA but system does not match any SLA	User selection SLA	User selection SLA
Case 2: User did not select SLA but system matches a SLA	No SLA is associated with service request template	Condition based SLA	Condition based SLA
Case 2: User did not select SLA but system matches a SLA	SLA is associated with service request template	Condition based SLA	No SLA
Case 3: User did not select any SLA and system did not match any SLA	No SLA is associated with service request template	No SLA	No SLA

Show 'Conversations' tab when navigating to the request details page

Make Conversations as the default tab on the request details page. If this option is disabled, Details tab will be the default opening tab in requests.

Set First Response Time of a request

Configure when assigned technicians can set the first response time for requests - when adding a note or when replying to the request from the email client.

Prompt for a reason when a request’s status changes to [x]

Ask technicians to comment on the reason when a request is moved to the selected status. You can also mandate technicians to comment the reason.

Disable spot edit in the request details page

You can prevent technicians from spot editing request fields. Since form rules are not applied for spot edits, you can disable spot edits to ensure all edits are done through edit form.

When a request is moved to another instance, modify original request and its tasks as follows

Decide how you want to requests that are moved from one instance to another instance:

Retain the original request in the source instance. You can move the original request to Closed, Resolves, or Completed status. If the request configured to move to the closed status, select a closure code to be applied.
Delete the original request in the source instance.

When the original request is deleted, the request will be trashed in the source instance.

Technician Availability Settings

Setting

Description

Configure technician availability

Set by technician: Technicians can manually set their status to online or offline.

Set by system: The system automatically sets the technician's status based on active browser sessions. Technicians cannot change their status manually.

Set by system, but technician can modify: The system sets the status based on active browser sessions, but technicians can override it and update their status manually if needed.

Note: If you choose Set by System or Set by System, but Technician Can Modify, the Online Technician option under Technician Available On (in the Technician Auto Assign settings) will be hidden.

Request Reopen Settings

Setting

Description

Allow Zia to close resolved requests based on requester's reply

Enable Zia to scan user responses to resolved requests and close them if the user confirms the resolution is complete.

Set the status of a request to [x] when a requester replies to the request

Update request to the configured status when the requester replies to a request in one of the following statuses:

Any of the 'On Hold' statuses: Requests in statuses where the status timer is paused will be moved to the configured status after the requester replies.
Selected 'On Hold' statuses: Select statuses where status timer is paused. Only requests in the selected statuses will be moved to the configured status after the requester replies.

You can enable technicians to reopen on hold requests when a reply is sent by email.

When a canceled request is reopened, canceled tasks in the request will also be reopened whereas completed tasks will remain unchanged.

When a requester replies to [x] request

Define how requests in specific completed statuses must be processed when the requester replies.

You can also enable Zia to validate user replies sent via email and apply the action contextually.

Action	If Zia validation is disabled	If Zia validation is enabled
Reopen and set status as [x]	Always reopen the request when a reply is received from the requester. The reopened request status is updated as selected.	Reopen request and update status only if requester raises a concern with the resolution provided. Request will not be reopened for acknowledgement or thank-you emails.
Reopen and set status as [x] if replied within [x] days after request completion. Otherwise, raise a new request.	Reopen the request only if the requester replies within the specified time period. The reopened request status is updated as selected. If the requester replies after the time period is over, a new request is created.	If requester raises a concern with the resolution provided before the specified time period is over, Zia will reopen the request and update the status as selected. If the requester raises a concern after the specified time period, Zia will create a new request. Request will not be reopened /new request will not be created for acknowledgement or thank-you emails.
Add it to conversations and notify the technician	Append the requester reply in the request's conversations thread and notify the assigned technician.	Zia validation is not performed for appending conversations to requests.
Raise a new request	Always create a new request when a reply is received from the requester.	A new request will be created only if requester raises a concern with the resolution provided. Request will not be created for acknowledgement or thank-you emails.

When a requester replies to a request in completed statuses that are not selected above, you can choose to reopen the request or add the reply to conversations.

By default, only UI replies are validated and reopened. You can also allow technicians to reopen requests when the reply is sent by email. This option will be disabled if the requester reply is added to conversations or raised as a new request.

Request ID Settings

Setting	Description
Incident ID Prefix*	Set a prefix string for the incident ID. You can set up to 5 characters as the incident ID prefix.
Service Request ID Prefix*	Set a prefix string for the service request ID. You can set up to 5 characters as the service request ID prefix.
Request ID Starts With	By default, the request ID starts from 1 for a new setup. For existing setups, the request ID is set based on the number of requests already present. However, you can reset the request ID to a different value.

*mandatory fields

Work Log Settings

Setting	Description
Prevent adding worklog to the closed requests, problems, changes, or releases	You can disable work log addition for requests, problems, changes, and releases after they are closed.
Include non-operational hours while calculating 'Time Spent' on the newly added worklog	Choose whether to include non-operational hours while calculating the time spent for work logs. This setting determines whether the Include non-operational hours option is enabled or disabled by default in the Worklog Timer section when starting the timer on the request details page.

Approval Reminder Settings

Setting	Description
Notify approvers for 3 operational days consecutively when action is not taken for more than [x] operational days at [x]	Send 3 daily reminders to approvers who have not performed any approval actions for requests in a defined time period.

Change Management Settings

Setting	Description
Change ID prefix*	Set a prefix string for the change ID. The default prefix value is CH. You can set up to 5 characters as the change ID prefix.
Change ID starts with	By default, change ID starts from 1. You can reset the initial change ID to a different value.
Disable spot edit in the change details page if a Form Rule is configured in that template	You can also disable spot edit in the change details page. As form rules are not applied for spot edits, you can disable spot edits to ensure all edits are done through edit form.

* mandatory fields

Problem Management Settings

Setting	Description
Problem ID prefix*	Set a prefix string for the problem ID. The default prefix value is PB. You can set up to 5 characters as the problem ID prefix.
Problem ID starts with	By default, problem ID starts from 1. You can reset the initial problem ID to a different value.
Disable spot edit in the problem details page if a Form Rule is configured in that template	You can also disable spot edit in the problem details page. As form rules are not applied for spot edits, you can disable spot edits to ensure all edits are done through edit form.

* mandatory fields

Project Management Settings

Setting	Description
Project ID prefix*	Set a prefix string for the project ID. The default prefix value is PJT. You can set up to 5 characters as the project ID prefix.
Project ID starts with	By default, project ID starts from 1. You can reset the initial project ID to a different value.

* mandatory fields

Release Management Settings

Setting	Description
Release ID prefix*	Set a prefix string for the release ID. The default prefix value is RL. You can set up to 5 characters as the release ID prefix.
Release ID starts with	By default, release ID starts from 1. You can reset the initial release ID to a different value.
Disable spot edit in the Release details page if a Form Rule is configured in that template	You can also disable spot edit in the problem details page. As form rules are not applied for spot edits, you can disable spot edits to ensure all edits are done through edit form.

* mandatory fields