Administration › Support Automation › Support Automation Property List Administration

Support Automation Property List Administration

You can customize many of the ways in which Support Automation handles activities to differ from the default installation. You can use the property list settings to customize Support Automation behavior. For example, you can customize some of the following Support Automation properties:

• Enable or disable the live chat link from appearing to employees and customers on the Self-Service home page.
• Enable or disable the link that lets employees and customers join assistance sessions from the Self-Service home page.
• Enable or disable the option to create a CA SDM incident when the end user disconnects while waiting to be served on a Support Automation queue.

Support Automation properties do not require a CA SDM restart, however, in some cases, CA SDM does not apply the change until the next Support Automation client launch or on the next CA SDM log in, depending on the property. Global properties cannot be tenanted and require a CA SDM restart.

Note: System properties are tenant optional. If a tenant has not defined its properties, Support Automation uses the public (shared) settings. The product installation creates the default public properties.

More information:

Support Automation Property list

Update a Support Automation Property

Search for a Property