General

The tab serves to set the general information about the service.

Options:

• Service name – fill in the service name.
• E-mail – specify the service e-mail from which notifications will be sent to the requesters and members of the solver team.
  Note:

  Do not use e-mail addresses that have already been assigned to a user.
  Note:

  The e-mail can be entered as <e-mail address>(e.g. support@alvao.cz)or<service name><<e-mail address>>(e.g. Technical Support <support@alvao.cz>). Individual words in multiple-word names should be separated by spaces; do not use commas, semicolons or other punctuation symbols.
• Phone – enter the phone number.
• Description – enter a brief information about the service.
• Process – select a process the requests on service will be processed with from the menu.
  Note:

  A process defines visible request items and the workflow.
• Request identification in messages – example: T<request number>SD.
  • Prefix – enter an identification of the request which will be placed in front of the request number. Example: T (Ticket).
  • Suffix – enter an indication of the request behind request number. Example: SD (Service Desk).
• Language – service language in which notifications are sent to the service operators.
• Time zone – time zone in which all the dates and times of notifications sent to the service operators will be provided.
• Folder (requests cannot be inserted to service) – enable this option if you do not want to allow to insert the requests into the service. Requests cannot be inserted to service, but subservices, where these requests will be inserted, can be created.
• Require license per solver – enable if you want the service to require a license per solver. If the service requires a license per solver, the license must cover all members of the solver team. The solvers then do not require any license. For more information please refer to Service Desk License.
• Service shortcut – if you want to create a shortcut linked to another service, enable this option and select the target service. The Authorizations and SLAs of the target service apply to the shortcut.
  • ... – select the service from the service tree eventually (in a new window).
  Note:

  This option can only be changed if a new service is created.

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