Administration › Service Desk › Service Types › Create a Service Type › Service Type Fields

Service Type Fields

The following fields require explanation:

Symbol

A unique identifier for this service type. Use the symbol to readily identify the service type. For example, to set up a service type that requires a response within an eight hour time period, you might assign the symbol 08_hr_resolution.

Ranking

Service types can be associated with various objects, such as contacts, organizations, categories, and priority codes. If different service types are associated with a ticket, the one that is used depends on the value in this field, where the one with the lowest number has the highest priority. For example, if an issue is opened and the Affected End User contact has a 12-hour resolution service type, which is ranked as 2, while the priority code has a 4-hour resolution service type, which is ranked as 1, the service type for the issue is 4-hour resolution.

You must enter a value of 1 or greater; values of 0 or negative numbers are not allowed.

Workshift

Specifies the dates, days, and hours when the service type is in effect. This usually coincides with the times your service desk is operating (for example, 24 Hours, Regular, or Non-Business-Hours).

The following rules apply to workshifts:

• If you apply a workshift to a service type, you need to stop and restart the service for the workshift to immediately take effect.
• If a workshift for a service type has been specified, but one has not been specified for an event, the service type workshift is in effect.
• If a workshift for an event has been specified, but one has not been specified for a service type, the service type workshift is ignored.
• If a workshift for event and for service type have been specified, the service type workshift is ignored.

Timezone

The time zone for the service type. You can enter the time zone directly in this field, or click the search icon to select the time zone from a list.

This time zone is used for triggering events in the system if the Use End User Time Zone option is not selected.

Use End User's Timezone

Select this option if you want to use the timezone defined for the affected end user on a ticket for triggering events in the system.

Violation Cost

The cost that is incurred if the service type time limit is violated.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.