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Modify the Default Source of Requests

When a request is created directly in Octopus, by default, the source is Telephone. This choice can be modified  for another as needed.

It is also possible to leave the field empty by default, to force the Octopus user to make a choice when creating the request.

• Option name
  • Sources.UseDefaultValue
  • To modify the default value, we add a choice.
  • To force a choice by default, we leave empty. 

Open the Internal Annoncement in Another Window

Because sometimes the messages are long or you want to keep them easily accessible, you can change the behavior of the internal annoncement to open in a separate window.

• Option name
  • InternalAnnouncement.ShowInNewWindow

Attached files hosted by Octopus

Option that allows you to access the team's attached files from the Web. 

Warning! This option does not work with local environments. 

As this option has its own separate process, to enable this option, the authorized Octopus administrator must complete a I need to... > Hosted files.

• Option name
  • Attachment.Storage.Enabled

Add a #ProviderReq. field for requests

Allows you to add the Supplier Request Number field to an Incident or Service Request. 

This is a text field. 

• Option name
  • Incident.SupplierIncidentID.Enabled

Modify the Hours of the Deployment Calendar

By default, the week view of the deployment calendar displays deployments from 7:00 to 00:00. But it is possible to change these hours as needed.

• Option names
  • DeploymentCalendar.StartTime
  • DeploymentCalendar.EndTime

Valid Approval Responses for Email

By default, when a reply to an approval is received by email, Octopus accepts Yes, No, Oui, Non as an answer. But in some contexts we want to add other valid answers, such as OK, Alright.

In addition to the option, note the answers to add.

• Option names
  • For positive response MailIntegration.PositiveApprovalResponses
  • For negative response MailIntegration.NegativeApprovalResponses

Download the Database - GetDBApp

It is possible to manually download a copy of the Octopus database or automate the download.

To find out more, see the GetDBApp: Downloading the Octopus database automatically article. 

• Option name
  • CanObtainLastDBBackup

Add the Contact Field to Your Requests

Requests often drag on because the user is a difficult person to reach. Either he works on night or overnight shifts, weekends or is medical staff or travels frequently. 

Many times in these cases, there is another person who is aware of the request and could answer for the user.

Adding the Contact field allows to put this person's name in the request and indicates that this is the person to reach for the request.

• Option name
  • Incident.Contact.Visible

Adding the content of the internal procedure in the Detailed description field

By default, when a query is created and it has an internal procedure, the Procedure link must be used to consult it.

An option is available to display the procedure in the Detailed description field as well as being visible through the Procedure link.

• Option name
  • Incident.CopyInternalProcedureToFullDescription.Enabled

Parent-Child Incident - keep the CI involved in the child incident

By default, when a child request is linked to a parent request, the child's CI is replaced by the parent's CI.

In some contexts, we sometimes want to keep track of the child CI and therefore not have it replaced by the parent CI. An option is available to avoid this synchronization. 

• Option name
  • Incident.ChildRequestPreserveCI

Create from ... for incident/SR

An option is provided to facilitate the creation of a query from another one to avoid re-entering information by copying some information from the source query. 

However, the copy does not include attachments or tasks, other than those already included in an SR type. 

The choice of fields to be copied must be made to implement this option from this Excel file.

• Option name
  • ESI.Octopus.PlugIns.CreateIncidentFrom

Additional information when choosing a user

When searching for a user in Octopus, some information helps to distinguish between different people. For example, the name of their site, department, their Windows username, etc. 

Some information is there by default, but it is possible to add, remove or change the order in which they appear. 

To find out how these options work, see the article Additional information when choosing a user. 

• Option name
  • WebUI.UserDropdown.InfoFormat (portail Web)
  • WinUI.UserDropdown.InfoFormat (client Windows)
     

Access management

GDA in Octopus is much more than a simple option. It is a project in itself that requires the support of an Octopus specialist to set it up. 

For more information on what can be done with Access Management in Octopus, see the article Automated Access Management Solution - Reference Document. 

Any request for Access Management is subject to an evaluation in order to prepare a submission for the project. It is therefore necessary to already have a plan in mind of what is to be implemented and to have planned to make a budget request. 

• Option name
  • GDA

Resolution of variables in a task from a form

Allows you to specify whether variables of type Expression are resolved at the creation of a request.
By default, they are resolved at the creation of the query. 

It is also possible that they are resolved on activation of the task.

• Option name

  • Incident.CreateTasksForNewSRFromTemplate.ShouldResolveFieldExpressions

Add a Note Section to Printed Requests

Sometimes in building management teams, workers must print requests and work on paper.

An option (plugin) is available to add a section at the bottom of the printed request, where the worker can enter his notes.

In addition, there is a second option which adds the CI note, when it exists, to the printed  request.

• Option name
  • FacilitiesManagement.IncidentReportExtension
  • IncidentReport.PrintCINote.Plugin
    • To have the CI note printed

User Profile Modification on the Web Portal

WARNING: This option affects all teams.

By default when a user goes into his profile on the Web Portal, a number of fields can be seen and changed. 

It is possible to block the modification of certain fields. 

It is also possible to display the approval delegation fields at any time.

And to make visible and editable some other fields.

For more information see the Additional information in the selection of a user article.  

• Option names
  • WebUI.EditProfile.ContactInformation.ReadOnly 
  • WebUI.EditProfile.DelegateApprovalTo.AlwaysVisible 
  • WebUI.EditProfile.Site.Visible 
  • WebUI.EditProfile.Departement.Visible
  • WebUI.EditProfile.Local.Visible 
  • WebUI.EditProfile.JobTitle.Visible 
  • WebUI.EditProfile.Pager.Visible
  • WebUI.EditProfile.ProfessionalEmail.Visible
  • WebUI.EditProfile.PersonalEmail.ReadOnly
  • WebUI.EditProfile.BusinessPhone.Visible
  • WebUI.EditProfile.DelegateApprovalTo.ReadOnly
  • WebUI.EditProfile.UnavailabilityDates.Visible

Activation of tiles on the portal

To facilitate the organization of requests on the portal it is possible to use tiles with an image to represent the categories of requests and teams, when there is more than one on the portal. 

See the article Web Portal - Setting up the modern mode for details of how it works. 

• Option name
  • ​WebUI.Incident.BriefDescription.UsePrefix.Enabled
     

Add or Remove the [Web] Prefix to the Request Subject

In certain environments when a request is created from the Web Portal, [Web] is added to the beginning of the subject.

For example: [Web] I lost my cell phone.

  But this prefix can be removed.

• Option name
  • WebUI.Incident.BriefDescription.UsePrefix.Enabled

Deactivate the Automated Site Derivation

When a request is submitted from the Web Portal and the site is mandatory for a service, the requester must confirm the site before selecting a request.

If the requester leaves the site presented to him by default, in this case his own, and continues his request but adds a user from another site, the system will automatically derive the site of the request to the site of the user who was added.

An option allows to keep the site initially selected when a site is mandatory for a service.

• Option name
  • Incident.WebUI.SiteDerivationDisabled

Reopen a request on Web portal

Allow the reopening of a request on the web portal. 

• Option name
  • WebUI.ReopenRequest.Enabled

Discreet Section for Confidential Requests

A confidential request will always only be visible to the requester from the Web portal. But in some context, we want to add even more discretion to these requests.

The following option adds a section at the bottom of the screen for confidential requests from all teams which is collapsed by default.

• Option name
  • WebUI.Filter.Confidential.Visible

Resolve on Behalf of the Assigned Octopus User

By default when a person resolves a request, the resolution activity will be associated with the user who did the action.

But in some contexts, mainly for the building management department, the person who enters data into Octopus is not the person who did the work.

It is therefore possible to associate the resolution of the request with the person assigned to the request rather than the one making the data entry.

• Option name
  • Incident.DeriveResolvedByAssignee 

Automatic Assignment by Site

This option is very often used with the Building Management service, but it can be useful in other contexts as well.

We configure where a type of request should go according to the site and then Octopus will assign the request based on that choice.

Note that the automatic assignment based to the site associates a group, but not a specific Octopus user.

• Option name
  • SiteAssignment.Enabled

Enabling Service Targets for Initial Response Delay

By default, service targets (SLAs) in Octopus are intended to look at the resolution of incidents and service requests.

But for those who follow these closely it's possible to also activate the initial response SLA. 

• Option name
  • ResponseSLA.Activated 

Once activated, the configuration is done directly in the reference data.

Exclude Lunch from the SLA

By default, if the hours of a service are from 8:00 am to 4:00 pm, there are 8 business hours, as there is generally minimum staff to provide service during the lunch break.

But for contexts where all people eat at the same time and the service is not available, we can exclude lunch hours from business hours.

• Option names
  • BusinessHours.Lunch.IsExcluded
  • BusinessHours.Lunch.StartTime
  • BusinessHours.Lunch.EndTime

Add the start and end time for this option. 

Include Weekends to Calculate SLA

By default, business days are from Monday to Friday.

But it is possible to add Saturdays and Sundays to the work week.

• Option name
  • BusinessHours.IncludeWeekEnd

Keep Links Between CIs After the Retirement

By default, when a CI is removed, its links to other CIs are cleared.

But in some contexts we need to keep the link active. This option keeps the links between CI during the retirement.

• Option name
  • ConfigurationItem.Deactivation.DeleteCIRelationships.Enabled

Link the Request Site to the CI or the User

By default, when creating a request, the request site is associated with the CI site when there is one and if there is no CI, to the user's site.

But it is possible to associate the site of the request with the site of the user at all times.

• Option name
  • Incident.Site.DerivationMode

Ignore the Criticality of the CI

By default, when creating an incident, the criticality of the CI will be derived towards the Impact field.

But it is possible to remove this link.

• Option name
  • Incident.Impact.DeriveFromCIImpact.Enabled