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Overview

The System Configuration interface allows administrators to manage core ITSM-NG settings, display preferences, search options, and system behavior.

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Accessing Configuration

Navigate to Setup > General to access the system configuration interface.
You need the config UPDATE right to modify system configuration.

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General Setup

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Application URL

Configure the base URL of your ITSM-NG installation:
  • URL of the application: The root URL used for generating links (e.g., https://itsm.example.com)
  • API URL: Base URL for API access (if different from the main URL)
Ensure the URL is valid and ends without a trailing slash. Invalid URLs will be rejected.

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Display Settings

1

Text in login box

Customize the message displayed on the login page to provide information to users.
2

Help links

Configure documentation URLs:
  • Simplified interface help link: For helpdesk users
  • Standard interface help link: For technical users
3

Character limits

Set default limits:
  • Default characters limit: For summary text boxes (default: depends on config)
  • URL length limit: Between 20-80 characters, increment by 5
  • Decimal numbers: Between 1-4 decimal places

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Translation Options

Enable or disable translation features:
  • Translation of dropdowns: Translate dropdown values based on user language
  • Knowledge base translation: Enable multi-language knowledge base articles
  • Translation of reminders: Translate reminder content

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Dynamic Display

Page size for dropdown: 1-200 items
Autocompletion: Enable/Disable
Minimum items for search: 0-200 (0 = Never show search)

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Search Engine Settings

1

Items seen

Configure how “Items seen” appears in search:
  • No: Disabled
  • Yes (last criterion): Appears last
  • Yes (default criterion): Default selection
2

Global search

Enable global search across all item types.
3

Search all option

Allow users to search all items at once.

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Item Locks

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Configuring Lock Mechanism

1

Enable locks

Check Use locks to prevent concurrent editing.
2

Select lock profile

Choose the profile used when items are locked.
3

Select lockable items

Choose which item types can be locked:
  • Tickets
  • Changes
  • Problems
  • And other configurable items

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Auto Login Settings

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Remember Me Configuration

Time to allow "Remember Me": Disabled to 2 months
Options: Hourly, Daily, Weekly, Monthly
Default state: Checked/Unchecked
Enabling “Remember Me” for extended periods may pose security risks.

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Login Source Display

Enable Display source dropdown on login page to allow users to select authentication source (LDAP, Local, etc.).

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Maintenance Mode

Activating maintenance mode:
1

Enable maintenance mode

Check the Maintenance mode option in configuration.
2

Access backdoor

A backdoor URL will be provided:
https://your-itsm-url/index.php?skipMaintenance=1
3

Disable maintenance

Uncheck the option to restore normal access.
During maintenance mode, only users with the skipMaintenance session variable can access the system.

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Priority Matrix

Configure the ticket priority calculation based on urgency and impact:

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Configuring the Matrix

1

Access matrix configuration

Navigate to Setup > Assistance tab.
2

Enable urgency/impact levels

Select which levels (1-5) are active for urgency and impact.
3

Set priority values

For each combination of urgency and impact, set the resulting priority (1-5).

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Database Replication

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Configuring DB Slave

For improved performance, configure a read-only database replica: 
SQL Server: MariaDB or MySQL hostname
Database: Database name
SQL User: Replication user
SQL Password: User password

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Slave Usage Options

  • Never: Don’t use slave
  • If synced (all changes): Use when fully synchronized
  • If synced (current user changes): Use when user’s changes are synced
  • If synced or read-only account: Use when available
  • Always: Always use slave for searches
Ensure database replication is properly configured at the MySQL/MariaDB level before enabling this feature.

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API Configuration

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Enabling REST API

1

Set API URL

Configure the URL of the API (usually the base URL + /apirest.php).
2

Enable API

Check Enable Rest API to activate the API.
3

Configure authentication

Enable desired authentication methods:
  • Login with credentials
  • Login with external token

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API Clients

Manage API clients:
  • View the list of registered API clients
  • Add new API clients with specific permissions
  • Generate and manage API tokens
See /inc/config.class.php:83-91,885-954 for API configuration implementation.

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Best Practices

Configuration Recommendations

  • Regular backups: Always backup before major configuration changes
  • Test in staging: Test configuration changes in a non-production environment first
  • Document changes: Keep a log of configuration modifications
  • Security: Use HTTPS for URL base and API access
  • Maintenance windows: Schedule maintenance mode during off-peak hours
Key configuration areas in the source code:
  • Display configuration: /inc/config.class.php:304-520
  • Authentication settings: /inc/config.class.php:754-804
  • Assistance settings: /inc/config.class.php:962-1139
  • API configuration: /inc/config.class.php:885-954

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