The parameters in Other Parameters are used to:

• Modify the general functioning of Service Manager.

  example   Specify that user authentication is performed using SSO instead of Service Manager.

• Modify the behavior of certain wizards.

  example   In the wizard for sending emails, authorize access to the employee directory.

• Configure certain functions.

  example   Specify the Google ID in order to use Google Analytics.

The list of parameters is shipped with default values that can be modified according to customer requirements.

Notes

• Each parameter can be associated with a specific menu or functionality in Service Manager which is displayed in front of the parameter name: {ADMIN}: Administration menu, {AM}: Asset Management menu, {AST}: Technical Support Agent, {CMDB}: CMDB menu, {DISCO}: Discovery menu, {MENU}: Service Apps Menu, {SM}: Service Manager menu.
           example  {ADMIN} Enable data entry constraint for passwords

• You can filter parameters based on their associated menu or functionality.
• Parameters in the Service Manager menu are common to incidents and service requests.
• The names of parameters can be translated and sorted based on the user connection language. The value of the parameter will remain identical regardless of the language.
• Parameters in Other Parameters are global and apply to all Service Manager users.
• Users are able to customize their interface using specific parameters that are not stored in Other Parameters.
           example   Number of rows displayed in grids

Caution

• Certain parameters require to restart EasyVista services before the new value can be taken into account, involving an interruption of service of Service Manager.
  • On-premises customers: We recommend that you schedule the modifications during periods where users do not need to access Service Manager, i.e. at night or on weekends.
  • SaaS-based customers: You must create a change request using MyEasyVista.com to ask the EasyVista CMC team to restart the services.

Best Practice

• The Restart Required column immediately indicates you if EasyVista services must be restarted once the parameter is updated.

Characteristics specific to versions 2016 and earlier

Certain parameters are specific to Service Manager versions 2016 and earlier.
     See the list.

Screen description

Menu access: Administration > Parameters > Other Parameters

Parameter Name (Note: Non-modifiable): Name that identifies the parameter.

Comment (Note: Non-modifiable): Description of the parameter.

Value: Value of the parameter, which can be True, False or an alphanumeric character.

List of other parameters

          Note: The default value of each parameter is displayed in brackets after the name.

               example    {DISCO} Create non-existing employees (FALSE) ==> default value FALSE

General parameters

[EMPTY_DATABASE_VERSION]: Used to get the Service Manager starting database version. Note: The parameter is only available in a 5000x database.

Administration {ADMIN}

Authorize access to directories when sending emails in forms (TRUE): Used to authorize access to the employee directory in wizards for sending emails, via the  and  icons found next to the Recipient and Cc fields.

Authorize image insertion in comments (TRUE): Used to insert images in Memo fields.

Authorize multiple connections (TRUE): This enables several Service Manager sessions to be opened using a given login and password. If the parameter is not enabled, all new connections using a login and password that are already connected will end the current session (a warning message will be displayed at the second connection).

Default profile ID (0): This enables users without a profile to log in to Service Manager using the profile whose ID corresponds to the value entered. Note: IDs are stored in the AM_PROFIL table.

Delete integration logs older than X days (15): Used to specify the number of days after which integration logs will automatically be deleted during the integration process.

Display N/A for tags with null values in emails (N/A): Used to define the text displayed in emails for tags with null values. By default, it is N/A. You can also specify another value such as EMPTY FIELD.

DisableAllNotifications

EndDisableAllNotifications

Enable auto connection link in emails for groups (TRUE): Used to insert an auto connection link in emails sent to groups in workflow steps. The Action form is automatically opened using the link. Note: To be used together with {SM} Force password entry when using auto connection links.

Enable auto connection link in emails for individual users (TRUE): Used to insert an auto connection link in emails sent to named users in workflow steps. The Action form is automatically opened using the link. Note: To be used together with {SM} Force password entry when using auto connection links.

Enable data entry constraint for passwords (.{6,}): Used to require users to enter passwords that meet certain constraints using regular expressions ( see the procedure for implementing a password policy). Note: Default value: {6,} means "six characters minimum". The full-stop . means "any character accepted".

Enable double authentication (TRUE): Used to enable double authentication when logging in to Service Manager by checking that the login and password exist in the LDAP directory or the external SSO tool, or if this is not the case, in Service Manager. If the parameter is not enabled, authentication is performed as follows: either in Service Manager, or in the LDAP directory or external SSO tool, without taking into consideration existing accounts in Service Manager.

Enable form auto refresh(TRUE): Used to refresh data automatically when you return to the initial form after modifying data in related forms.

• If the parameter is disabled, a Reload button will appear in the top banner of the initial form so users can refresh the form manually. Note: The button will appear only if modifications have been made to a related form.  See Form mode.

Enable session filter using a cookie (TRUE): Used to associate a cookie with a session in order to prevent users from running Service Manager by copying and pasting URLs.

Enable session filter using user IP address (FALSE): Used to associate an IP address with a session in order to prevent users from running Service Manager by copying and pasting URLs. Note: This filter does not apply if a proxy server is used.

Field List containing sensitive data allowed for tag replacement (Whitelist): Used to specify the list of tags allowed in emails sent via workflows, business rules and wizards. Notes: The fields must be specified in the following format, TABLE.FIELD. They must be separated using the semicolon. There must be no spaces.

• When the email is entered, only the tags specified in this list are authorized except for those specified in the blacklist. 
• If no tag is specified in the whitelist, all tags are allowed except for those specified in the blacklist.

  example  AM_EMPLOYEE.CHAT_PASSWD;AM_EMPLOYEE.COST_PER_HOUR

Field List containing sensitive data not allowed for tag replacement (Blacklist): Used to specify a list of tags that cannot be used in emails sent via workflows, business rules and wizards. Notes: The fields must be specified in the following format, TABLE.FIELD. They must be separated using the semicolon. There must be no spaces.

Global Search: Activation SQL LIKE Mode (TRUE): Used to utilize SQL queries based on LIKE statements rather than the full-text search in the global search. Notes: Enabling the parameter may have an adverse effect on performance. Moreover, Memo fields are not supported.

Google Analytics UID: Used to specify the Google Analytics UID assigned to the EasyVista site (in the following format: ‘UA-XXXXXXX-1’).

Google Maps proxy server port number: Used to define the port of the proxy server used for enabling the Google Maps functionality for locations in views in order to position  markers on a map using the location name, address, city and country.

Grid: Display totals and percentages (TRUE): In views containing grouping levels, this displays the aggregated values and percentages for each grouping level.

Grid: Enable auto drill-down (TRUE): In views containing grouping levels based on tree fields, this displays records in the last level directly without going through intermediate grouping levels where there are no records.

Hide archived roots (TRUE): In Tree fields, this displays archived roots belonging to the domain. Note: Only for domains with several values.

Hide SQL messages (FALSE): Used to hide SQL error messages in dialog boxes by hiding the More Details button.

Keep menu of last entry after logout/login (FALSE): Used to store the last menu item accessed by the user. If the parameter is enabled, the Home page displayed when the user next logs in to Service Manager will be the last menu item the user accessed before logging out of the previous session, instead of the default Service Apps app configured.

Maximum number of active subscriptions for a given reference (15): Used to define the maximum number of subscriptions authorized for a given form for all users.

Maximum number of active subscriptions for a given user (20): Used to define the maximum number of active subscriptions a given user can have at the same time.

Maximum number of fields for a subscription (5): Used to define the maximum number of fields that can be selected for each subscription to a form.

Maximum total file attachment size in scheduled report emails (0): Used to restrict the size of file attachments in emails sent for scheduled reports. Note: The value 0 means that the size is defined by the email system instead of Service Manager.

Number of favorites saved (10): Used to specify the maximum number of favorites that can be recorded by each user. When this value is exceeded, the user must delete one of his existing favorites to record a new one.

Number of grouping levels printed in tree structure list (3): Used to define how many levels will be displayed when printing a list containing grouping levels by tree field.

Number of links stored in browsing history (10): Used to specify the maximum number of links that can be stored by each user in the browsing history. When this value is exceeded, the most recent link saved will replace the least recent one.

Password reinitialization message format (HTML code below): Used to define the format of the message sent to users who forgot their password. A temporary password is sent. Note: Variables surrounded by # characters are dynamically replaced when the message is sent.

Click to see an example

Persistence of error/warning messages (FALSE) : Used to indicate if error and warning messages should be shown or hidden on screen.

Reorganize full-text catalog (FALSE): Used to run the reorganization of the fulltext catalog each time a document is inserted. Note: Enabling the parameter may have an adverse effect on performance.

Run predictive search using number of characters specified (3): Used to define the number of characters entered before predictive search displays a list of values. Notes: Only for a search via the column headers of a grid; The stored procedure loading the PATH tables must be implemented so that predictive entry can work correctly; The default value (3) is the minimum value; The number of suggestions displayed in the list is restricted to the first ten values and cannot be modified.

Script folder (c:\scripts): Used to specify the location of the script folder, e.g. local folder or network folder in compliance with UNC. The script folder contains scripts that can be run using the Execute Script wizard.

Session timeout (in seconds) (6000): Used to define the amount of time in seconds before idle users are automatically logged out of Service Manager. Note: Default value: 6000 seconds or 1hr40min. If you specify a value that is too high, this will increase the number of concurrent connections and may prevent new users from logging in.

Timeframe for displaying the pop-up warning before timeout (in seconds) (30): Enables you to specify the timeframe for displaying the pop-up warning of imminent logout from Service Manager.

Wizard timeout (in seconds) (600): If a wizard fails to respond or if a processing is too time-consuming, this may block the use of Service Manager. This parameter is used to define the amount of time in seconds before the session is automatically logged out of Service Manager. Note: Default value: 600 seconds or 10 minutes.

Parameters related to business rules

      See Business rules (BR).

BR: Maximum number of processes run simultaneously (10): Used to define the maximum number of processes that can run simultaneously. Note: If you specify a value that is too high, this may have an adverse effect on performance. 

BR: Maximum number of records in SD_PROCESS_POOL_LAST_ACTIVITY (1000): Used to define the maximum number of records in the SD_PROCESS_POOL_LAST_ACTIVITY table.

BR: Number of attempts to run process (4) and BR: Interval between two calls (in seconds) (2): Used to instruct the SmoServer service to stop a process once the number of calls exceeds the number of attempts authorized for the specified period in order to avoid looping. Note: Default values: The SmoServer service detects looping once a process is called four times in less than two seconds for a given record.

BR: Processing frequency of processes triggered by tools (in milliseconds) (120000): Used to specify, in milliseconds, the processing frequency of certain processes triggered by the use of external tools such as integration, direct modification in SQL, etc. Note: Default value: 120000 seconds or 2 minutes.

Parameters related to SSO (Single Sign-On)

SSO: Authorized referrer URL: This is used to specify the substrings that must be present in the URL that triggers the SSO connection. Note: The separator used for separating substrings is |.

SSO: Auto connection link: This is used to configure the URL for initializing connection using an auto connection link. Note: This URL requires parameters such as the account, login and URL to be called when starting the Service Manager session.

SSO: Display domain name in login (FALSE): This includes the domain name in the login sent to Service Manager together with the user name.

SSO: Enable SSO (FALSE): Used to indicate that connection to Service Manager relies on an external SSO tool, such as siteminder or a corporate portal, without using the Service Manager login page. Note: A password may still be required for security reasons. The parameters below are used to configure SSO authentication.

SSO: Encode using base64 (TRUE): This encodes the login IDs in base64 (login and account number).

SSO: Encrypting Web service URL: This enables you to specify the URL of the external Web service that encrypts connection information. Note: To be used together with {ADMIN} SSO: Encryption ID used.

SSO: Encryption ID used: This indicates the value of the public key used by the external Web service that encrypts connection information. Note: To be used together with {ADMIN} SSO: Encrypting Web service URL.

SSO: Error page: This is used to specify the page to be displayed if SSO authentication fails.

SSO: Logout page: This is used to specify the page to be displayed when logging out of Service Manager instead of the Service Manager login page.

SSO: Parameters name: This is used to configure the non-standard parameter name to be retrieved from SSO: 

• url_login: For SSO via a connection URL or cookie.
• REMOTE_USER: For SSO via a HTTP header. Note: To be used together with {ADMIN} SSO: Type.

SSO: Type: This indicates the type of SSO used:

• http: The login is passed as a parameter added to the connection URL directly in Service Manager.

  example  http://localhost/index.php?url_account=40000&url_login=epachelbel

• cookie: The login is stored in a cookie present on the user workstation. {ADMIN} SSO: Parameter name must be specified.

  example  http://localhost/index.php?url_account=40000

• server: The login is passed using a HTTP header whose default name is REMOTE_USER. If the name of the header is different, {ADMIN} SSO: Parameter name must be specified.

Parameters related to Service Apps

[EVSA] Notify Support Person (TRUE): When a ticket is created in a Service Apps app, this will automatically send an email to the Support persons assigned to the ticket.

Asset Management {AM}

Asset Manager email: Used to define the email address of the Asset Manager proposed by default in the Notify a Change wizard.

Enable data entry constraints for asset tags and serial numbers (FALSE): Used to force users to enter an asset tag or serial number when performing a stock entry of new equipment in line with the field constraints defined for these two items of information. Note: This parameter is taken into account only by stock entry wizards and not when you create an element manually using the Equipment form or the list of equipment.

Maximum number of assets created in wizards (50): Used to indicate the number of items of equipment after which users will not be able to enter asset tags and serial numbers in stock entry wizards. The workflow will proceed directly to the step for sending emails.

Technical Support Agent {AST}

Support return email address: Used to specify the email address for replying to emails sent. Note: This must correspond to one of the email accounts used by the Technical Support Agent.

CMDB {CMDB}

CMDB graph: Load relationship table when opening application (FALSE): Used to improve performance when displaying the CMDB graph by loading the list of relationships between CIs when starting Service Manager. Note: CONFIGURATION_ITEM_LINK table.

Discovery {DISCO}

Create non-existing employees (FALSE): When integrating discovery data, this is used to automatically create:

• Users who do not exist in Service Manager. They will be named using the login in discovery files. Note: The LAST NAME + First name naming convention generally used in Service Manager will therefore not be respected. You must rename these users manually in their User form.
• Items of equipment that do not exist in Service Manager will be assigned to users if they exist in Service Manager, or remain unassigned.

Filter collection points by creator (FALSE): Used to indicate that only the user who created a collection point in Discovery can view it in the list of existing collection points. Users can create collection points by selecting Discovery > Administration > Install Collection point > First installation and upgrade. Note: If users create a collection point using an existing name, a message will inform them of this, even if the collection point is not visible.

Service Manager {SM}

Authorize employee creation in requests (FALSE): Used to create a new employee using the wizard for creating a service request or change request, by clicking the New Employee button displayed in the Back Office and Front Office interfaces.

Authorize escalation to any group irrespective of level (TRUE): Used to authorize escalation to any group, regardless of its level which can be lower (L-1, L-2, etc.) or higher (L+1, L+2, etc.) when transferring an action. Note: You can escalate the action to a group belonging to a higher level or redirect it to a group belonging to a lower level.

Authorize SLAs by priority for service requests (TRUE): Used to authorize the use of SLAs by priority for service requests.

Automatically override urgency and impact during requalification (FALSE): Used to override the urgency and impact when users requalify an incident/request while transferring an action.

Calendar: Default duration of actions (in minutes) (120): In the Support person's calendar, this is used to specify, in minutes, the default duration of an action.

Calendar: Send email when assigning actions (FALSE): In the Support person's calendar, this is used to enable the wizard for sending an email when actions are assigned.

Complete release actions associated with requests automatically (FALSE): This is used to ensure that the workflow does not proceed and that the current action is not automatically completed.

Copy parent incident category to related incidents (FALSE): Used to copy the category of the parent incident automatically to the linked incident via the Link to a Parent Incident wizard.

Display delivery site linked to invoicing department in order management process (FALSE): Used to display only the delivery site associated with the invoicing department when an order is placed. Note: A department must first be associated with the storage location.

Exclude SD_REQUEST fields when duplicating incidents: Used to define the list of fields whose content must not be retrieved when duplicating an incident/request template via the Use an Incident Template wizard or when duplicating an incident via the Duplicate wizard in the quick call.

• Each field name must be separated using the semicolon.

  example   HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED

• Date and System fields are never duplicated.

  example   Incident Number ; Request Number

Filter list of groups by category when transferring actions (TRUE): Used to filter using the category in the domain as well as the location and department when selecting the groups to which the action is transferred.

Force requalification of Front Office category when closing (TRUE): When an incident created in the Self Service portal is closed, users must requalify it if its category is indicated as Front Office by default in the incident catalog. Note: Information used for establishing statistics.

Force requalification of Front Office category when transferred (TRUE): When an incident created in the Self Service portal is transferred, users must requalify it if its category is indicated as Front Office by default in the incident catalog. Note: Used to ensure that the appropriate processing is applied.

Launch the full-text search as soon as the side menu is opened when creating a ticket (TRUE): Used to automatically run a full-text search on the title entered when creating the ticket.

Maximum number of full-text searches stored for statistics (5000): Used to specify the number of full-text searches to be stored for establishing statistics.  

Notify requestors of related incidents (TRUE): Used to send an email to all requestors of related incidents when an action is completed in the parent incident.

Put incidents/requests on hold when creating drafts (FALSE): Used to change the status of an incident/request to On Hold when users click the Save as Draft button or the  icon in the quick call.

Refresh frequency of notification bar counters (in seconds) (60): Used to define, in seconds, the frequency for refreshing values in the notification bar if no action to refresh the data is performed.

Request cancellation status (Cancelled): Used to define the value of the request cancellation status assigned using the Cancel / Close wizard.

Restrict the export and printing of grids to N records (1000): Used to define the maximum number of records that can be exported or printed. A warning will appear if the number of records exceeds this limit and only the first N records will be exported or printed.

Run closing workflow of parent incident for open child incidents (FALSE): This enables you not to run the closing workflow of a parent incident for child incidents whose meta-status is Completed.

Save option for functional images (NEW): Two options are available:

• NEW: Authorizes the creation of different icon galleries for each database.
• CLASSIC: Provides a common icon gallery for all databases. Note: Versions < 3.0.

Parameters related to the quick call

      See Quick call.

Back Office quick call: Authorize transfer of action to any group irrespective of level (TRUE): Used to authorize the transfer of an action to any group, regardless of its level (L+1, L+2, etc.).

Back Office quick call: Default call origin (Phone): Used to define the default call origin.

Back Office quick call: Display known errors with identical category (TRUE): Enables you to limit searching the known error knowledge base (via the Known Errors link in Incident/Request form) to only those records whose category is identical to the one in the incident/request.

Back Office quick call: Display known errors with identical CI or asset (FALSE): Enables you to limit searching the known error knowledge base (via the Known Errors link in the Incident/Request form) to only those records whose equipment or a Configuration Item (CI) is identical to the one in the incident/request. Note: The parameter does not apply to the full-text search (Search link).

Back Office quick call: Do not inherit problem/known error category (FALSE): This will not copy the category associated with the record selected in the problem knowledge base or known error knowledge base to the Incident/Request form.

Back Office quick call: Force selection of group/Support person (FALSE): Used to force users to specify a group or Support person when transferring an action.

Back Office quick call: Link known error/knowledge article to incident/request (FALSE): Used to create a link automatically between the incident/request and the known error/knowledge article used for solving it.

Back Office quick call: Minimum number of characters required in Description and Solution (0): Used to force users to enter a minimum number of characters in the description and solution. Notes: Default value 0: This means that data entry is optional; Spaces are not counted; Non-visible tags are counted.

Back Office quick call: Select equipment automatically (FALSE): Used to display a default item of equipment automatically for the requestor. Note: If several items of equipment are associated with the requestor, the one with the lowest key value will be taken.

Back Office and Front Office quick call: Default severity level (2 - Medium): Used to define the default severity level. Note: This field is no longer present in the standard screen since Version 2010.

Force group display when using a customized role (FALSE): When a workflow is triggered upon transfering a ticket (Quick call) and if this workflow is using a customized rôle, then this parameter will display (True) or hide (False) the following fields in the wizard: Group and Support person.

Hide title when creating ticket (FALSE): Used to hide the window for entering the ticket title (ticket short description) when creating tickets. Note: The parameter is only applicable when tickets are created in the search field in the top banner or in the list of results. It is not applicable to wizards that must be manually defined. You can enter or modify the title in the ticket screen.
         

Procedure and Wizards

How to modify the value of a parameter

Step 1: Selecting the parameter

1. Select Administration > Parameters > Other Parameters in the menu.

2. (optional) Filter the list of parameters based on their associated menu.

3. Select the parameter you want to modify. 

Step 2: Modifying the value of the parameter

1. Run the Update wizard.

2. Enter the new value of the parameter.

3. Click Finish.

Step 3: Restarting the EasyVista services to take into account the modification of the parameter

Note: Certain modifications require to restart EasyVista services before the new value can be taken into account.  See the list of parameters.

1. Restart the services.

2. Log in again to Service Manager.

3. Check that your change has been taken into account.

Wizards

Update

Parameters requiring the restart of EasyVista services

      See the restart procedure.

• {ADMIN} Enable double authentication
• {ADMIN} Enable session filter using a cookie
• {ADMIN} Enable session filter using user IP address
• {ADMIN} BR: Processing frequency of processes triggered by tools (in milliseconds)
• {ADMIN} BR: Interval between two calls (in seconds)
• {ADMIN} BR: Number of attempts to run process
• {ADMIN} BR: Maximum number of processes run simultaneously
• {ADMIN} BR: Maximum number of records in SD_PROCESS_POOL_LAST_ACTIVITY
• {ADMIN} Default Profile ID
• {ADMIN} Number of grouping levels printed in tree structure list
• {ADMIN} SSO: Enable SSO
• {ADMIN} SSO: Display domain name in login
• {ADMIN} SSO: Encode using base64
• {ADMIN} SSO: Encryption ID used
• {ADMIN} SSO: Auto Connection Link
• {ADMIN} SSO: Parameters name
• {ADMIN} SSO: Logout page
• {ADMIN} SSO: Error page
• {ADMIN} SSO: Authorized referrer URL
• {ADMIN} SSO: Type
• {ADMIN} SSO: Encrypting Web service URL
• {ADMIN} Session timeout (in seconds)
• {ADMIN} Wizard timeout (in seconds)
• {AST} Support return email address
• {SM} Force group display on genericRole
• {SM} Save option for functional images
• {SM} Calendar: Send email when assigning actions