---
title: "Application Settings"
slug: "configuring-application-settings"
status: "update"
updated: 2026-07-10T05:54:44Z
published: 2026-07-10T05:54:44Z
canonical: "help.symphonysummitai.com/configuring-application-settings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Application Settings

On the Application Settings page, you can configure various options, such as custom logos, dashboard, label names, and so on in the application as per the requirements of your organization or customers.

To configure Application Settings, perform the following steps:

1. Navigate to **Admin > Infrastructure > General > Application Settings.**
2. On the **Application Settings** page, make the required selections as per the requirements of your organization.
3. Click **Submit**. The configurations are saved and the changes are reflected on the relevant pages.

Complete page is upgraded with Search functionality that is added which aids in searching a particular field on the UI.

The left panel is equipped with a menu which navigates within the page to the specific part. This eases the navigation in this page as illustrated in subsequent figure.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-HHW02X8T.png)

Figure: Left Navigation and Search functionality introduced

The following figure illustrates the previous screenshot of Tahoe SP1 for comparison.

Application Settings Screenshot

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-DRFNRAZS.png)

Figure: Application Settings page

##### Field Description

The following table describes the fields on the **Application Settings** page:

| **Fields** | **Description** |
| --- | --- |
| **GENERAL** |
| Current Organization Logo | Displays the current logo of the organization. Click the **Delete** icon to delete the current logo of the organization. |
| Upload Logo | Click the **Upload** icon to browse and upload a logo image. |
| Upload Favorite icon | Click the **Upload** icon to browse and upload the favorite icon image. |
| Current Organization Title | Displays the title of the current organization. |
| Organization Title | Specify the name of the organization. |
| Default View | Specify the default view to display list of Service Requests or on the **Service Request List** and **My Workgroup Incidents** pages (Tile View or Tabular View). |
| Default View for New Service Request | Specify the default view for logging new Service Requests. |
| Help File Path | Specify the path for the help file. |
| Enable My skills | Select the check box to display My Skills on the **My Profile** pop-up page. |
| Enable Guide Me Menu | Select the check box to enable **Guide Me** menu for the users. |
| Enable Guide Me Widget | Select the check box to enable **Guide Me Widget** for the users. |
| Select Chat Option | This option enables you to configure the **Chat** options in the application. Select the required option from the drop-down list: None: If selected, chat option is disabled. Basic: If selected, basic chat options are enabled. Advanced: If selected, advanced chat options are enabled. |
| Enable Chat for End User | If selected, the chat icon is displayed for end user on the **Incident ID** and **Service Request ID** pages. If the Chat Option is selected as Basic, the basic chat icon is displayed adjacent to the Analyst name. However, an advanced chat icon is displayed on the **Details** tab header, if the Chat Option is selected as Advanced. |
| Chat Hub URL | Type in the URL where the chat hub is configured. **Note:** Chat Hub URL field is displayed, when Advanced option is selected in the Enable Chat drop-down list. |
| Valid Attachment Extensions | Specify the attachment extensions you want to support across the application. For example: .jpg, .jpeg, .png, .gif, .pdf, .doc, .docx, .key, .ppt, .pptx, .ppsx, .odt, .xls, .xlsx, .zip, .html, .msg, .txt, .rtf, .eml, .mpp, .lic, .csv and so on. Note: If the Mail to Ticket feature is enabled, add the .eml and .msg extensions in the **Valid Attachments Extensions** field. - .eml- if included, the mail/notification parser attaches the source e-mail as an attachment under the **Attachments** section of the respective Incident. - .msg - if included, the mail/notification parser attaches e-mails/attachments attached within the e-mail under the **Attachments** section of the respective Incident. |
| Enable Voice Call | Select the check box to receive voice calls on logging the incidents. |
| Enable Web Notification | Select the check box to provide the User an option to enable or disable web notification(s) on the **My Profile** pop-up page. |
| Enable Mobile Notification | Select the check box to provide the User an option to enable or disable mobile notification(s) on the **My Profile** pop-up page. |
| Disable Refresh Interval | If selected, auto refresh after a specified interval becomes disabled for the **Incident List**, **Service Request List**, and **Analyst Dashboard** pages. |
| Enable MongoDB | If selected, all the attachment files are stored in the MongoDB instead of the SQL Server DB. |
| Enable Assistant | Select the **Enable Assistant** check box to enable the Digital Agent within application, and once selected, the following options are displayed to configure the Digital Agent with following parameters. - Assistant Name - Assistant Key - Token Expiry Limit - Tenant - Assistant Base URL - Assistant Version |
| Assistant Name | For version 1.0 = Specify the static name such as Cinde. For version 2.0 = Specify the Bot ID which is assigned for a specific Bot. |
| Assistant Key | Assistant key is generated in the backend and is provided via implementation team. |
| Token Expiry Limit (in mins) | Specify the expiry time in minutes. It will be used to generate the Auth token expiry. For Example: Token Expiry Limit is 60 minutes then the external Auth Token will get expired. |
| Tenant | Select the required Tenant for which the Digital Agent is supported from the available options. For version 2.0 - You can select the multiple Tenants at the same time. For version 1.0 - You can select a single Tenant at the same time. |
| Assistant Base URL | Specify the environment Assistant base URL and is provided via implementation team. |
| Assistant Version | Specify the version of Digital Agent which you want to integrate within application such as 1.0 or 2.0. |
| Disable Concurrent Update | If selected, multiple analysts cannot update the Incident or Service Request simultaneously. Lets see this with the following explanation: \| **Example** \| **Scenario** \| \| --- \| --- \| \| Consider **Analyst A** with Workgroup Server team is viewing an **Incident ID 123.** Analyst B with no access to Workgroup Server team opens the same **Incident ID 123**. \| Steps: 1. Login to the application as **Analyst A** with access to Workgroup Server team. 2. Navigate to **Incident** > **Manage Incidents** > **Incident List** 3. Select an Incident ID. 4. In a different browser window login to the application as **Analyst B** with no access to Workgroup Server team and repeat Step 1. 5. Select the same Incident ID as in Step 2. 6. A message '**Y**ou do not have Workgroup access'. message is displayed. \| Note When **Analyst B**, who is having the same workgroup access, attempts to access Incident ID **123** while **Analyst A** is already accessing it, a message is displayed 'The user <User Name (Email ID)> is accessing this record. You can only view this record. |
| **Example** | **Scenario** |
| Consider **Analyst A** with Workgroup Server team is viewing an **Incident ID 123.** Analyst B with no access to Workgroup Server team opens the same **Incident ID 123**. | Steps: 1. Login to the application as **Analyst A** with access to Workgroup Server team. 2. Navigate to **Incident** > **Manage Incidents** > **Incident List** 3. Select an Incident ID. 4. In a different browser window login to the application as **Analyst B** with no access to Workgroup Server team and repeat Step 1. 5. Select the same Incident ID as in Step 2. 6. A message '**Y**ou do not have Workgroup access'. message is displayed. |
| Enable Concurrent License Notification | If this check box is selected, the next available analyst forcefully logged in as an End User receives notification when the concurrent license is available. A Concurrent Analyst logs in as an End User when all the Concurrent Licenses are in use. |
| Enable Global Tenant Configuration | If selected, Administrator can create Global Tenants. Example: On the Priority page, when Global Tenant is selected, already configured Global Priorities are displayed. These Global Priorities are indicated with globe Icon and configured by the Administrator. |
| Duplicate Login Pop-up Message | Specify the message to be displayed when two users are trying to access the Application using the same set of credentials. This message is displayed on the **Duplicate Login** pop-up message. **Note:** The Administrators can use the default Duplicate Login message or can customize the message as per the organization's policies. |
| Enable Online Translation | Select this check box to enable Language Translation in the application. If selected, the **Language** icon is displayed on the Quick Actions bar of the Application. |
| Online Translation Integration Script | This field appears when the **Enable Online Translation** check box is enabled. On clicking the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-application-settings-image-tk5aup3z.png) help icon, a pop-up window appears with the Script template and an example for your reference. To enter a script of your choice, write the header Integration Script in the **Header Script** field and body Integration Script in the **Body Script** field. For information about Language Translation. |
| Enable End User Dashboard Tabs for Themes | Enable the **Enable End User Dashboard Tabs for Themes** checkbox to make the **Tenant Based Self Service Portal** feature available to the users. End Users can select the tabs on the **End User Dashboard** page. |
| Restrict Address Book and CC users based on the Logged in User’s Customer | Select this checkbox to restrict the display the list of customers based on the logged in user’s customer. The logged in user will be able to view the customers belonging to his customers only. |
| **RE-AUTHENTICATION** |
| Re-Authentication Type | Select the method of second level authentication. Available options are as follows: - OTP - If selected, the OTP is sent to the user's registered email address, or the registered mobile number based on the **Send OTP via** configuration. **Prerequisites:** - SMS Gateway must be configured to send the OTP via SMS. - SMTP must be configured to send the OTP via email. - User must have registered mobile number or registered e-mail ID to receive the OTP. - Password - If selected, the user has to do the re-authentication only via their NT login credentials. **Prerequisite:** - Active Directory must be accessible from the Application Server. Note: Re-authentication is available for Service Request module while creating a new SR or approving an SR. |
| Send OTP via | Select the method of receiving OTP. Available options are as follows: - SMS - If selected, the end user will get the OTP via SMS on the registered mobile number. - E-mail - If selected, the end user will get the OTP via e-mail on the registered e-mail ID. Note: This option is visible only if **Re-Authentication Type** is selected as **OTP**. |
| OTP expires In | Specify the time in minutes for which the OTP will be valid. The default OTP Expiry time is 3 minutes. The minimum OTP Expiry time is 1 minute. The maximum OTP Expiry time is 15 minutes. |
| **MODULES** |
| INCIDENT MANAGEMENT |
| User Dashboard Page | Allows to configure the components to display on the **User Dashboard** page: - Enable SLA**:** If selected, the **Resolution SLA** and **SLA Summary** tiles are displayed. If not selected, the **Open By Status** Pie Chart is displayed instead. - Enable My Entitlements**:** If selected, the **My Entitlements** is displayed. - Frequently Used Service Catalogs**:** If selected, the **F**requently **Used Service Catalogs** section is displayed. - Quick Incident Logging**:** If selected, the **Quick Incident Logging** section is displayed. - Show Log Issue/Request Search: If selected, the **Log Issue/Request** section is displayed on the **Dashboard** page, where the users can search for a specific keyword and log an Incident or a Service Request. - Disable End User Dashboard Charts: If selected, the **Resolution SLA** and **Response SLA** graphs are not displayed. - Enable Feedback: If selected, the **Feedback Pending** section is displayed to provide feedback. - Disable ‘Looking for an Answer’ Text Box and ‘Knowledge Record’ Section: If selected, the **Looking for an Answer** search box and **Knowledge Records** section are hidden. |
| Enable Feedback Page Without Authentication | Select the check box to display **Feedback** pop-up page without logging into the application. This is applicable only for forms login. This works when the End User clicks on the hyperlink or image in the Incident/ Service Request e-mail notification. |
| Enable Information Ticker On Incident List | Select the check box to display the Information Ticker that shows the information about Incidents on the **Incident List** page. |
| Enable IVR Mode on Log Incident and New Service Request for User | If selected, the following actions take place: - Contact Number Exists in application. When a User calls up the Support from a registered contact number, the Analyst is directed to the log new Incident page with the user details auto-populated fields. The recent Incidents and Service Requests logged by the User is also displayed. It also has an option to create Service Requests from the pop-up page. - Contact Number Not Registered Users When a User calls up the Support from a contact number that does not exist in the application, the Analyst is directed to the log new Incident page where the Analyst can create a new User and map the user while logging an Incident for the User. **Note:** This works in the same way for Service Requests. |
| Caller Contact Number Attribute ID | Select the applicable attribute that is to be mapped with the IVR systems of the Organization. The attribute list is configured under the **Custom Tab** of the **New User Details** page. |
| Caller Contact Number Attribute Name | Type in the Attribute name for the selected Attribute ID. |
| Unique Call ID Name | Type in the Unique Caller ID name that you want to include in the query string. |
| Allow Different Tenants for Incident and Work Order | Select this check box to allow selection of different Tenants while creating Work Orders for Incident. |
| Display User Communication details of the Analyst in E-mail Notifications for Incident Management | Select this check box to display the User Communication details of the Analyst in the e-mail notification. **Note:** The key ***IM_USERCOMM_TABLE*** must be included in the mail body of the **Notification Template**. |
| Display User Communication details of the End User in E-mail Notifications for Incident Management | Select this check box to display the User Communication details of the End User in the e-mail notification. **Note:** The key ***IM_USERCOMM_TABLE*** must be included in the mail body of the **Notification Template**. |
| View Other Workgroup Incidents check box | Select this check box to allow Analysts to view the Incidents of other Workgroups . - Default (Tenant Configuration): If selected, the user can view the Incident(s) of other workgroups for the Tenant which is configured as default. . - Enable: If selected, the **View Other Workgroup** **Incidents** check box on the Filters pop-up of **Incident List** page is enabled. - Disable**:** If selected, the **View Other Workgroup** **Incidents** check box is disabled. |
| Device-wise Attribute Name for Incidents | Specify the Attribute name (Serial Number, Asset code etc.) based on which the data should be populated in the **Incident By Device Report** |
| **WORK ORDER** |
| Allow Workgroup Change | If the check box is selected, the Workgroup can be changed for the Incident. |
| **SERVICE REQUEST** |
| Allow Different Tenants for Request and Work Order | Select this check box to allow selection of different Tenants while creating Work Orders for Service Request. |
| Include SR Details in the SR E-mail | Select this check box to display the Custom Attributes configured in the Catalog in the End User SR notification e-mails. **Note**: - The ***SERVICEREQUEST_DETAILS*** tag must be included in the **Notification Template** page to display the Custom Attributes configured in the Catalog at the End User SR notification e-mails body. - The ***CUSTOMATTRIBUTE*** tag must be included in the **Notification Template** page to display the Service Request Custom Attributes. If included, the Custom Fields configured in the Service Request displayed in the SR notification e-mails body. |
| Display User Communication details in E-mail Notifications for Service Request Management | Select this check box to display the User Communication details in the e-mail notification. **Note:** The key ***SR_USERCOMM_TABLE*** must be included in the mail body of the **Notification Template**. |
| View Other Workgroup Requests Check Box | Select this check box to allow Analysts to view the Service Requests of other Workgroups. - Default (Tenant Configuration): If selected, the user can view the Service Request(s) of other workgroups for the Tenant which is configured as default . - Enable: If selected, the **View Other Workgroup** **Incidents** check box on the Filters pop-up of **Service Request List** page is enabled. - Disable: If selected, the **View Other Workgroup** **SRs** check box is disabled. |
| Enable E-Procurement URL | Select the check box and enter the E-procurement URL on the corresponding field to enable the E-procurement module for the application. |
| Service Catalog/ Service Category Tile Color | Specify the color code (in HEX) to set the tile color for all the Service Catalogs and Service Categories. |
| **ASSET MANAGEMENT** |
| My Asset Page | Allows to configure the components to display on **My Asset List** page: - Enable Accept: Select the check box to display **Accept** option on the **My Asset List** page. - Enable Reject: Select the check box to display **Reject** option on the **My Asset List** page. - Enable Return: Select the check box to display **Return** option on the **My Asset List** page. - Disable Asset Details Information: Select the check box to disable the basic information of the Assets, such as **Allocated Type**, **Allocated Date**, **Status**, and **Status**. - Enable Custom Columns: Select the check box to display the Custom Fields. |
| **CHANGE MANAGEMENT** |
| Customer Label Name | Specify the label name for Customers in the Change Management module. |
| **KNOWLEDGE MANAGEMENT** |
| Access to Retired Status Knowledge Records | Based on the selection of the check boxes, you can define the Role who can retire the Knowledge Records. |
| **MENU SETTINGS** |
| Show Only Icons on Menu Bar | If selected, only icons are displayed on the menu bar. The users need to re-login to the application to see the change. |
| **USER PROFILE DISPLAY** |
| Regulate the visibility of caller attributes | On clicking the User Name in the transactional records, the Caller Details pop-up opens that displays different details related to the caller under different tabs which are **General**, **Additional Attributes**, **Asset Details**, **Chatbot**, **Organization Details**, **SR Additional Information**. You can restrict the attributes about the caller that will not be displayed to the users in the Caller Details section of the transactional records. Click the checkboxes against the respective tabs which you want to display in the **Caller Details** section. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-application-settings-image-b7j8gdi8.jpg) Figure: Restrict caller details configuration Only the tabs which are enabled under **Regulate the visibility of caller attributes** will be displayed in the Caller Details pop-up of the transactional records. In the transaction record details screen, the following caller attributes will be displayed in the **Caller Details** pop-up: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-application-settings-image-3vvosj6h.jpg) Figure: Caller details pop-up Note If none of the checkboxes under the Regulate the visibility of caller attributes section is enabled, then the Caller Details pop-up in the Caller Details screen of transactional records will not display any data about the caller. The pop-up will display the message – ‘No User Details are enabled. Please contact Administrator’. |
| Incident Management | Select the pages for which the user profile information should be displayed: **Log** **Incident** **Page**, **My** **Incident** **Page**, and **Incident** **Details** **Page**/ **Log** **Incident** **For** **User**. |
| Service Request Management | Select the pages for which the user profile information should be displayed: **Log** **Service** **Request** **Page**, **My** **Service** **Request** **Page**, **Approve** **Service Request Page**, and **SR Details Page**. |
| Fields | Select the fields that should be displayed in the user profile for both the **Incident Management** and **Service Request Management** modules. You can also specify a label name for the field to be displayed. |
| **AUDIT LOG - E-MAIL NOTIFICATION CONFIGURATION** |
| Select | Select the check box against the Module Name for which you want to send e-mail notifications when a field value is changed on the Configuration page. |
| Module Name | Displays the Names of the Modules available in the application. |
| E-mail ID | Configure the e-mail recipients for the modules to whom you want to send e-mail notifications when a field value is changed in the Configuration pages of a specific module. |
| **REMOTE DESKTOP SHARING** |
| Enable Basic Remote Desktop Sharing | If you want to enable the Basic Remote Desktop Sharing (free version) in the application, select the check box. |
| Enable Advanced Remote Desktop Sharing | If you want to enable the Advanced Remote Desktop Sharing (paid version) in the application, select the check box. |
| Hosted On | Select the type of application installation type for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud. |
| RDP Type | Select the RDP type. Available options are as follows: - **Microsoft Teams** - Select it to establish the Remote Desktop Sharing using MS Teams. - **Screen Connect** - Select it to establish the Remote Desktop Sharing using Screen Connect. - **Webex** - Select it to establish the Remote Desktop Sharing using Webex. Note Ensure that the job **Update Webex Recording For Tickets (IM and SR)** is scheduled in the **Custom Scheduler** to synchronize the Webex meeting recordings with application. - **TeamViewer** - Select it to establish the Remote Desktop Sharing using TeamViewer. |
| Configuration Name | Specify the unique configuration name for the selected RDP session to identify it in the system later. |
| Advanced Remote Desktop Sharing URL | Type in the Remote Desktop Sharing URL. |
| Tenant ID | Specify the Tenant ID. |
| Client ID | Specify the Client ID. |
| Secrete Key | Specify the Secrete Key. |
| Capture Meeting Details | Enable it to if the meeting details has to be captured. |
| Code | Specify the code. |
| Integrated Redirect URL | This field is visible if **RDP Type** is selected as Webex. Specify the integrated Redirect URL which has been integrated at Webex portal while creating the App. |
| Token | This field is visible if **RDP Type** is selected as TeamViewer. Specify the token which has been created. |
| Is Default | Select this checkbox to make the selected RDP configuration as default configuration. |
| Active | Select this checkbox to make the selected RDP configuration as active. |
| Capture Audit Log | Select this checkbox to capture the Audit Log of the selected RDP configuration under **Audit Log** hyperlink (**Remote Desktop Sharing** > **Session History** > **Advanced**). |
| URL Display Name | Type in the Display name for the URL. |
| User Name | Type in the User Name. |
| Password | Type in the Password. |
| Confirm Password | Re-enter the password to confirm. |
| **USER SEARCH TILE** |
| Enable User Search Tile | Select the check box to display the configured details on the User Search Tile. |
| Display Mode | Select the required option from the drop-down list - On Hover: If selected, the configured details are displayed when the cursor is hovered over a user name in the user control. - On Page: If Selected, the configured details are displayed on the page. |
| Fields | Select the fields that should be displayed in the user search tile. You can also specify a label name for the field to be displayed. |
| **Intelligent Mail Parser Configuration** |
| Mail Parser Type | Select the option from the following: - Classic - If selected, the email parsing will be done based on the specified configuration for email parsing without any AI. - Smart - If selected, enables Intelligent Mail Parser settings for advanced email classification and automated routing. The Smart Parser leverages AI-powered intent classification to analyze incoming emails, understand their purpose, and categorize them accurately. By default, **Classic** option is selected. |
| Intelligent Mail Parser URL | This option is enabled if **Mail Parser Type** is selected as Smart. Specify the endpoint address of the Intelligent Mail Parser service. The system sends incoming email data to this URL for AI-based analysis, intent detection, and classification. Ensure the URL is valid and accessible so that emails can be processed and routed correctly. |
| Intelligent Mail Parser Tenant ID | This option is enabled if **Mail Parser Type** is selected as Smart. Identifies the specific tenant context to be used by the Intelligent Mail Parser service. This value ensures that email processing, classification rules, and routing logic are applied according to the correct tenant’s configuration. |

**Intelligent Mail Parser Configuration**

> [!NOTE]
> Note
> 
> IMS - (Only Classic Mode on) is supported for On-Premises environment.

This configuration introduces an AI-powered Intelligent Mail Parser to classify and process incoming emails specifically for ticket creation flows (Incident, Service Request, or Call). The solution applies intelligence only during ticket creation to accurately identify the appropriate module, department, and category/workgroup.

When the Smart Parser is active, AI automatically handles email classification and field mapping, eliminating the need for manual configuration. During this time, manual settings are disabled, and Business Rules are deactivated specifically for the ticket creation flow.

All ticket creation actions are routed through the Smart Parser to ensure intelligent processing.

However, for non-creation scenarios such as update, close, or cancel actions, the existing email parser functionality continues to operate as usual, even when the Smart Parser is enabled.

**Benefits**

- **Improved Accuracy**: AI-driven intent detection reduces misclassification and routing errors.
- **Consistent Processing**: Standardized classification ensures uniform handling of incoming requests.
- **Flexible Control**: Ability to switch between Classic and Smart Parser modes as needed.

**SR Creation using IMS**

When an email is received, the system analyzes its content to identify the most relevant SR catalog item. Relevant catalogs are detected using keywords and semantic understanding of the email. SRs are automatically created only for catalog items where all fields are optional. Catalog items containing mandatory fields are not auto-created via email.

> [!NOTE]
> Note:
> 
> - **No Mandatory Fields**: The SR is automatically created using information extracted from the email.
> - **Mandatory Fields Present**: An SR catalog link is sent to the user so they can complete the required fields and submit the request.
> - For auto-created SRs (optional fields only), user selection of approvers is not supported.
> - For catalogs with mandatory fields, users create the SR themselves and can select approvers as required.

Defines the urgency or importance level for the respective Module