Advanced Portal Settings
Design your technician portal and streamline a host of service desk activities.
In Advanced Portal Settings, you can enable technicians to create and track requests easily, automate processes in incident management, configure request approval, work log settings, and customize settings related to changes, solutions, and more.
Role Required: SDAdmin
To configure advanced portal settings, go to Setup > General Settings > Advanced Portal Settings.
Request Settings
Setting | Explanation |
Enable 'Quick Incident' option for technicians | A Quick Incident option will be displayed in the new request pane on the header pane when you enable this. This option allows technicians to add their incident requests instantly and with only important details like Request name, Site, Subject, and Description. |
Include technicians in the list of requesters while creating/updating requests | Display technicians in the requesters list in the 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 the user to select the SLA. Use both user selected and condition based SLAs: Allows the user to select the SLA. If no SLA is selected by the user, the system applies an SLA by matching criteria against request fields. During conflict allow condition based SLAs to override the user selected SLA: Allow the system to override user selected SLA criteria and apply condition-based SLAs during conflicts. Learn more. |
Show 'Conversations' tab when navigating to the request details page | Make Conversations the default tab that is displayed when opening the request details page. If this option is disabled, the 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 on the reason. |
Disable spot edit in the request details page | You can prevent technicians from spot editing request fields. |
When a request is moved to another instance, modify original request and its tasks as follows | Decide what to do when requests are moved from one instance to another instance:
|
Technician Availability Settings
Setting | Explanation |
Configure technician availability | Set by technician: The technician will be able to set their online or offline status. Set by system: The system sets the technician's online/offline status. The technician will not be able to modify this setting. When this option is enabled along with Technician Auto-Assign, even offline technicians will be assigned requests. Set by system, but technician can modify: The system sets the technician's online/offline status, but the technician can change it. The technician will not be able to modify this setting. When this option is enabled along with Technician Auto-Assign, even offline technicians will be assigned requests. |
Request Reopen Settings
Setting | Explanation |
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 the request to the configured status when the requester replies to a request in one of the following statuses:
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. Refer to the use case. When a requester replies to a request in a completed status within a specific time frame, 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's reply is added to conversations or raised as a new request. Learn more. |
Request ID Settings
Setting | Explanation |
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 | Explanation |
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 time spent for work logs. |
Zoho Directory Settings
Setting | Explanation |
When a user is deactivated or deleted in Zoho Directory, Do the following in ServiceDesk Plus | Choose to delete user or disable user login in ServiceDesk Plus when the user is deactivated or deleted in Zoho Directory. |
Approval Reminder Settings
Setting | Explanation |
Notify approvers for 3 operational days consecutively when action is not taken for more than [x] operational days at [x] | Send three daily reminders to approvers who have not performed any approval actions for requests in a defined period. |
Change Management Settings
Setting | Explanation |
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 the edit form. |
*mandatory fields
Problem Management Settings
Setting | Explanation |
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 the edit form. |
*mandatory fields
Project Management Settings
Setting | Explanation |
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 | Explanation |
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 the edit form. |
*mandatory fields
Use Cases
1. When "During conflict allow condition based SLAs to override the user selected" is enabled/disabled under Request Settings.
Scenario | Override enabled | Override disabled | |
Case 1: User selected SLA conflicts with system selected SLA | User selects SLA contradicts system selected 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 the SLA but the system matches an SLA | No SLA is associated with the service request template | Condition-based SLA | Condition-based SLA |
SLA is associated with the service request template | Condition-based SLA | No SLA | |
Case 3: User did not select any SLA and the system did not match any SLA | No SLA is associated with the service request template | No SLA | No SLA |
2. When "Allow Zia to validate the email and perform the above selected action" is enabled/disabled under Request Reopen Settings.
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 the request and update the status only if the 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. The reopened request status is updated as selected. If the requester replies after the configured time frame, a new request is created. | If the requester raises a concern with the resolution provided before the specified time frame, Zia will reopen the request and update the status as selected. If the requester raises a concern after the specified time, Zia will create a new request. The request will not be reopened and a new request will not be created for acknowledgement or thank-you emails. |
Add it to conversations and notify the technician | Append the requester's reply in the request's conversation 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 the requester raises a concern with the resolution provided. Request will not be created for acknowledgement or thank-you emails. |
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