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Action Step : General Settings

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Click on the title 'General Settings' to define the General Settings for this Step.

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Step Name : Enter the Step Name. This entry is shown to the Users on the Ticket Overview.
Type : Select 'Action Step'.
Send Reminder : Defined in business days (weekends are excluded) when reminder emails should be sent to the Actor to accomplish the task assigned to him.
Resend every : Defined in business days how often the reminder should be send. When set to 1, the reminder is sent every day until the actor has completed the process step. This option becomes visible when a value is selected in the field 'Send Reminder'.
Escalation : Defined in business days (weekends are excluded) when escalation emails should be sent, SSP 7 allows 2 escalation levels and will send an escalation email. Once a step has been escalated a new person becomes the actor of the step and reminders to the original actor are no longer sent.
Resend every : Defined in business days how often the reminder to the escalation actor should be send.
Auto-close after : This is defined in business days (weekends are excluded), SSP 7 will automatically close the current step and complete the action defined in the option "When step is auto closed".
When step is auto closed : This list gives the option to select what happens when the process step is closed due to a time-out as configured under "Auto-close after". In case "Close ticket completely" is selected, the process will close immediately. In case the option "Continue to next step" is selected, the process will continue without the step being completed. In case a Decision step is defined right after the timed-out step, the Time-Out path of the decision step will be followed, giving the possibility to send emails or close pending tickets due to the time-out.
Messages function: Select how messages typed on the process detail page should be processed. The Normal option is default and will add the messages to the currently active step. When set to hidden, no message box is available. When set to an external adapter, it is possible to define an external update and an additional section is added to the Wait step. For more information see the explanation of that section below.
Responsible group: When a Group is select, the members of this group can follow a ticket at any step (with read rights). A view can also be set up to list tickets where the group is set as "responsible group". For instructions on how to configure a view with "responsible group" see the section on View type: Tickets
Add 'Upload file' field : When this checkbox is set, it is possible to add an attachment to the message form. This gives users the possibility to add attachments to their message.
Visible For : Select the Roles that are allowed to see this step on the Overview Page. Select 'All' to select all roles, or define individual roles.
Admin documentation : this text area allows the administrator to enter any text, that explains how the process works. This information is never shown to the end user. If anything is entered, an icon is added to the step in the first tab. On mouse-over, the test is displayed.

Use the save button to save the changes, or use the cancel button to discard any changes.