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General Settings

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The General Settings tab contains the configuration setting for a Process.


The following  options are available on this page:


Title : Enter the Title for the Process in the default language as set in SSP 7.
Short Description : Enter the Short Description for the Process in the default language as set in SSP 7.
Information on top of ticket detail : Enter any information here in the default language as set in SSP 7 if you want to display a text above the ticket. When this field is edited, it affects all running tickets as well. This field in HTML-enabled, and below you can refer values from within forms, tickets, etc into it. See 'Dynamic Field Mapping' for more information.
Sender name : Enter the Sender name which will appear in the automatic emails sent for this process.
Sender email : Enter the Sender email address from which the automatic emails will be sent for this process.
In test mode: When Yes is selected, all emails are redirected to the entered email address. Mulitple addresses can be entered, seperated by a ';'.  When 'No' is selected, all emails are sent to the assigned Actors of each step.


Friendly display name : Enter the custom name which will appear as the process name in search tickets (for the end users).
Always disable messages: Hide the messages function completely.
Disable messages when closed :  Define if messages are allowed to be sent if the process is closed.
Allow attachments in messages : Allows attachments to be added to the automatic emails sent for this process.
Log is public: When checked, the ticket log can be viewed by anyone who has access to the ticket. The log is displayed by default at the bottom of a running ticket in the end-users' process view.
Owner: A single user can be selected as the owner of the process. This person will have admin access to the process without any other needed role settings.
Read access when the same or Write access when the same as either the requestor or requested for: these options give automatic read or write access to the ticket if the condition specified is met. No role settings are required.
Folder name in complete report: when a full report is run on the process, including the process and all tickets, the result will be put in this folder.
Deadline reminder process: When this is specified, any step having reached the deadline, will follow this process, instead of resending emails.
Follow-up process : When a follow-up process is defined, the follow-up button will show with tickets. The idea behind the follow-up process is that a second ticket can be linked to another ticket. This functionality is useful when a customer ticket has been resolved, but needs more attention. The customer ticket can then be closed and the follow-up ticket can be worked on as follow-up action. Select a process from the dropdown list.
Information always readonly : This is for Ticketing only. The contents of the field 'Information' can be locked for editing by selecting yes.
Available for ticketing : Select Yes if this process can be used in Ticketing. When enabled, linking this process from a form will trigger the Ticketing fields to be specified.
Reason is required when changing the planned date : This is for Ticketing only. The planned date can be changed in Ticketing. When this field is set to 'Yes', a reason is asked when this is done.

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