Setup: Global settings
The Service Desk Global Settings section allows you to customize:
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Your Service Portal settings and overview.
Your service portal is a one-stop shop designed to provide your end users with valuable information and resources to help find answers and resolve issues. Users can view knowledge articles (solutions), submit incidents and service requests, and track the status of previously submitted tickets.
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The Procurement settings page allows you to manage settings related to purchase orders.
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Service Desk settings are global and affect your entire instance of the application. They establish the foundation of how your Service Desk will look, feel, and behave.
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Global settings regarding notifications can be configured in Service Desk.
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Enable GenAI by clicking Request GenAI. Other specific GenAI features can be turned on/off after GenAI is enabled.
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Administrators can configure the global setup of email sections for notifications. These notifications can be sent to both your technicians (service agent users) and employees (requesters) based on your selected preferences.
In Service Desk, custom states help to convey the progress or status of an incident or service request, change, or assets. You can expand the number of states available to you by creating states relevant to your organization in addition to using the out-of-the-box states provided by Service Desk. You can also rename system states and create your own new custom states as well as adjust the order in which they appear in the drop down menu using drag and drop.