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Support Automation Property list

You can configure the following Support Automation properties in the Property List node under Support Automation in the Administrator tab to control Support Automation behavior:

system.art.fe.shownetworkdrives

Defines if network drives are displayed in File Explorer. This option is set to True by default, which allows the analyst to see the end-users network drives.

system.chat.agent.msg.color

Specifies the color of the analyst message in the Chat window.

system.chat.agent.showWhisperDialog

Displays the Whisper tab to analysts. When set to False, the whisper tab is removed and whispered conversations (private messages) to another analyst or to the end user cannot occur.

system.chat.agent.url.color

Specifies the color of an analysts URL push in the Chat window, and by default is set to dark blue.

system.chat.agent.whisper.color

Specifies the color of the analyst whisper message in the Chat window and by default is set to blue.

system.chat.autoopen.pushed.urls

Automatically opens the end-users Internet Explorer with the pushed URL sent by the analyst. When you set this feature to False, it does not open the end-users Internet Explorer with the pushed URL. However, the pushed URL link shows in the chat component and the end user can click the link to open the web page.

system.chat.cust.msg.color

Specifies the color of the end-users chat messages in the Chat window and is set to black by default.

system.chat.logging.removeCreditCards

Specifies that any credit card numbers in chat logs are cleared when they are written to the session log.

system.chat.notifyClientWhenConsultantJoins

Specifies the end user is notified when consulting analysts join or leave an Assistance Session.

system.chat.presets.hideUnusedLocalizations

Displays only the localized presets required by the language of the end-user session.

system.chat.showChatPresets

Specifies the chat presets that can be selected in Chat.

system.chat.showTimestamps

Specifies a timestamp with each chat message received.

system.consult.restrictToSameRole

Displays the analysts having at least one Access Control in common with the consulting analyst when in consult.

system.customer.createRejoinLink

Set to False by default. When set to True, it creates a rejoin link on the end-users desktop in case of disconnection from the analyst.

system.customer.view.live.log

Allows the end user to view the Live Log for activities performed during their session. If the key is set to False, it removes the Live Log button from the end-users Assistance Session window.

system.log.consulting.inhibitCustomerNotification

Logs in the end user Live Log when a consulting analyst joins or leaves an Assistance Session. When set to True the end-user Live Log does not show that a consulting analyst has joined or left the Assistance Session.

system.security.forceFIPSCompliance

Forces the encryption to use FIPS Compliant libraries. This option requires a client-side download of 3.2Mb in addition to normal downloads.

system.security.prompt.autoallow

Indicates whether the end-user executable automatically allows the requested action to occur after the prompt timeout expires.

system.security.prompt.timeout

Specifies the duration of the countdown on the end-user security prompt.

system.selfServe.maxScriptsAllowed

Specifies the maximum number of scripts an end user can execute before they are offered Live Automation.

system.selfServe.maxSessionTimeAllowed

Specifies the maximum time (in minutes) a Self Service Automation session can run.

system.sharing.countdown

Specifies the countdown that end users see before giving permission to the analyst to share a desktop.

system.sharing.countdown.defaultAction

Declines desktop sharing when the countdown has reached zero. If this key is set to True, desktop sharing initiates after the countdown has reached zero.

system.sharing.default.color

Sets the default color quality when the Remote Control starts.

system.sharing.drs.mainserver.enabled (Global Property)

Specifies the main server is a Message Routing Server. Setting this value to false, off-loads MRS traffic (remote control, and so on) from the main server and improves performance for some larger deployments, depending on system configuration and usage patterns. Ensure an MRS equivalent to the main server has been configured before you enable this setting or you may experience a drop in remote control performance.

Note: Global properties cannot be tenanted and require a CA SDM restart.

system.sharing.takecontrol.default

Gives the analyst the control of the mouse and keyboard when in desktop sharing. The end user can enable or disable this check box whenever desktop sharing is requested.

system.sharing.takecontrol.prompt

Prompts the end user when the analyst tries to take control of the mouse and keyboard by clicking the toggle control button located in the toolbar when desktop sharing is initiated. If this key is set to False, the message is disabled, and therefore the end user is not prompted when the analyst takes control.

system.SDM.HomePage.LiveChat.Link

Enables or disables the link for live chat from the CA SDM Employee and Customer home page.

system.SDM.HomePage.JoinSession.Link

Enables or disables the link for joining a session from the CA SDM Employee and Customer home page.

system.use.WebChat

Specifies to use the Web Client instead of the End User Client.

system.SDM.create.abandon.Incident

Enables or disables the option of creating a CA SDM Incident when the end user disconnects while waiting to be served on a Support Automation queue.

system.SDM.analyst.JRE.Location

Specifies the URL of the JRE installation page.

system.dataRoutingServers

Enables or disables the Message Routing Server option.