Advanced Settings¶
Platform-level configuration for the GRC-ITSM system. These settings control system-wide behavior across the application, from visual appearance to security policies to backend service configuration.
Navigation
Configuration > Advanced Settings on the GRC-ITSM website navigation.
Impact
Changes to advanced settings affect the entire platform and all users. Review changes carefully before saving, particularly in the Security, Performance, and Backend Services sections.
Appearance¶
Controls the visual presentation of the platform for all agents.
| Setting | Purpose |
|---|---|
| Application Color | Primary color used throughout the interface. Can be set to a custom hex value |
| Navigation Menu Display | Controls the sidebar layout: large icons with labels, small icons, or text-only |
| Navigation Menu Color | Color of the sidebar navigation (icons always remain white) |
| Dark Theme Note Display | Adjusts note rendering for dark theme compatibility. Some HTML emails may display differently with this enabled |
| Halo UI Style | Controls the overall UI framework version |
| Default List Preview Mode | How ticket lists display when agents open items: full screen with tree menu, popout panel, or inline |
| Tree Menu Display | Whether the tree menu appears docked in the navigation or as a separate panel |
| Tree Menu Width | Width in pixels when the tree menu is undocked |
| Main Screen Page Size | Number of items displayed per page in list views. Changing this resets agent-level overrides |
Additional options include showing the new ticket/call buttons in the navigation bar, decimal/thousands separator formatting, and whether browser tabs rename based on breadcrumb navigation.
Date & Time¶
Controls how dates and times are displayed across the platform.
| Setting | Purpose |
|---|---|
| 24-Hour Clock | Toggle between 12-hour and 24-hour time display |
| Relative Dates | Show dates as relative ("2 hours ago") instead of absolute timestamps |
| Time Zone | Platform-wide timezone setting. Can use the server timezone or a specific IANA timezone |
| Date Picker Display | Whether date pickers appear as modal windows or inline |
| Timezone Input on Date Fields | Show timezone selectors on ticket start/end date fields |
World Clocks¶
Up to six clocks can be configured for display in the World Clocks widget on ticket details. Each clock requires an IANA timezone name (e.g., "America/New_York") and a display label. This is useful for organizations with geographically distributed teams or systems across multiple time zones.
Security¶
Controls authentication, password policies, two-factor authentication, and access management. These settings directly support compliance requirements for access control and authentication.
Password Policy¶
| Setting | Purpose |
|---|---|
| Required Password Strength | Enforcement level for password complexity |
| Minimum Password Length | Minimum character count (minimum 10). Passwords must also contain uppercase, lowercase, numbers, special characters, and no more than 2 identical characters in a row |
Two-Factor Authentication¶
| Setting | Purpose |
|---|---|
| Force Agents to Use 2FA | Require all agents to configure two-factor authentication |
| Force Users to Use 2FA | Require all end users to configure two-factor authentication |
| Allowed 2FA Methods | Enable or disable specific methods: authenticator app, email, or SMS |
| New Agents Must Set Up Authenticator | Require authenticator app setup on first login |
| Don't Ask Again Option | Allow users to skip 2FA on trusted browsers |
| Bypass 2FA with SSO | Skip 2FA when logging in through Single Sign-On |
Single Sign-On¶
| Setting | Purpose |
|---|---|
| Remember Me with SSO | Maintain session when using SSO authentication |
| Prevent Halo Credential Auth with SSO | Block direct username/password login when SSO is enforced |
| Allow 2FA with Azure SSO | Enable 2FA even when using Azure SSO (requires an additional temporary cookie) |
Access Controls¶
| Setting | Purpose |
|---|---|
| Allow Admin Password Override | Let administrators reset agent passwords directly |
| Allow Agent Impersonation | Let administrators log in as another agent for troubleshooting |
| Allow User Impersonation | Let authorized agents view the portal as a specific user (restricted by agent/role permissions) |
| Admin Privileges Override | When enabled, admin privileges override all access restrictions |
| Forgot Password Links | Show or hide the password reset option on agent and end-user login screens |
Certificates¶
Upload X.509 certificate PFX files for webhook verification and database lookups. A separate X.509 certificate can be configured for encrypting password fields.
SSL Certificates
Do not upload your SSL certificate here. This section is for application-level certificates only.
Attachments¶
Controls how files and images are stored and handled across the platform.
| Setting | Purpose |
|---|---|
| Image Storage Location | Where images are stored (e.g., Amazon S3, local filesystem) |
| Attachment Storage Location | Where file attachments are stored |
| Upload Size Limit | Maximum file size for uploads in MB |
| Load Images via API | Whether images are served through the API or directly from storage |
| Enable Client Side Uploads | Allow direct uploads from the browser to storage |
| Allow Office Files in Browser | Enable in-browser viewing of Microsoft Office documents |
Searching¶
Controls the search behavior and performance across the platform. Proper configuration of full-text search significantly improves search speed and accuracy.
Full-Text Search¶
| Setting | Purpose |
|---|---|
| Enable Full-Text Searching | Improves search times and accuracy for tickets. Requires Full-Text Search to be enabled in SQL Server |
| Search Opening Notes | Include the original opening note on tickets in search results |
| Search All Action Notes | Include all action/progress notes in search. Impacts search performance |
| Knowledge Base Full-Text Search | Separate full-text search toggle for knowledge base articles |
| Accent Insensitive Search | Treat accented characters as equivalent to their base characters |
Search Behavior¶
| Setting | Purpose |
|---|---|
| Quick Search in Navigation | Show or hide the search bar in the top navigation |
| Search Multiple Entities | Allow searching across tickets, articles, assets, users, and other entities simultaneously. More entities selected means slower search times |
| Tree Menu Search | Show a search option in the tree menu |
| Disable Search as You Type | Require pressing Enter to execute a search instead of searching on each keystroke |
| Exact Ticket ID Match | Only return ticket ID matches when the search term exactly matches a ticket ID |
Search Performance
Only enable the entity types that are frequently searched. Having all entities selected in the "All" search option will impact search times. For most GRC-ITSM deployments, Tickets, Articles, and Assets are the most commonly searched entities.
Sessions¶
Controls agent session behavior and online status tracking.
| Setting | Purpose |
|---|---|
| Agent Online Status Tracking | Track which agents are currently online |
| Idle Timeout | Minutes of inactivity before an agent session is marked idle (0 = no timeout, minimum 5 minutes) |
| Record Concurrent License Usage | Take periodic snapshots of logged-in agent counts for capacity planning |
| Limit to One Active Session | Logging in on a new device automatically logs the agent out of all other devices |
Performance¶
Controls refresh intervals, batch processing, and other settings that affect platform responsiveness and resource usage.
| Setting | Purpose |
|---|---|
| Main Screen Refresh Interval | How often list views auto-refresh, in minutes (0 = no auto-refresh) |
| Ticket Details Refresh Interval | How often an open ticket refreshes, in seconds |
| Bulk Email Batch Size | Number of emails sent per batch when sending bulk communications |
| Next Ticket ID Calculation | Method used to calculate the next ticket ID |
| Custom Field Storage Method | Choose between column or row storage for new custom fields. Affects database performance |
| Maximum Custom Fields Per Table | Controls the maximum width of custom field storage tables (minimum 100, default 700, maximum 1000) |
Agent Visibility¶
| Setting | Purpose |
|---|---|
| Agent Visibility Restriction | Require agents to share a department to see each other |
| Criteria-Based Ticket Type Restrictions | Use criteria-based restrictions for which ticket types are available. Improves performance on large databases but requires manual reconfiguration when toggled |
Criteria-Based Restrictions
Switching criteria-based ticket type restrictions on or off does not migrate existing restrictions. All ticket types will become available to all users after enabling this for the first time until ticket type configuration is manually updated.
Screen Layouts¶
Controls the default screen layouts for different entity types across the platform.
| Setting | Purpose |
|---|---|
| Default Navigation Menu Layout | Layout profile for the sidebar navigation |
| Details Screen Display Mode | How detail screens render for entities (overview tab first with details pinned right, or standard tab layout) |
| Screen Layout Profiles | Default layouts can be set independently for the details screens of different entities |
Custom screen layouts configured at the ticket type or entity level override these defaults.
Deletion Settings¶
Controls what happens when entities are deleted from the platform. These settings are important for data retention and audit trail compliance.
| Setting | Purpose |
|---|---|
| Require Deletion Reason | Prompt for a reason when deleting tickets, users, or sites |
| Permanent Ticket Deletion | When enabled, deleted tickets are removed from the database entirely and cannot be recovered |
| Temporary Deletion Period | Number of days tickets remain recoverable before permanent deletion (0 = immediate permanent deletion) |
| Notification Deletion Records | Keep database records of deleted notifications instead of removing them entirely |
| Anonymization Confirmation | Prompt for confirmation when anonymizing user records |
Permanent Deletion
Enabling permanent ticket deletion removes tickets from the database entirely with no recovery option. For GRC-ITSM deployments where tickets serve as compliance evidence, this should generally remain disabled to preserve the audit trail.
Configuration Tracking¶
Controls change tracking for platform configuration, supporting configuration management and multi-environment synchronization.
| Setting | Purpose |
|---|---|
| Enable Config Change Tracking | Track changes to platform configuration. Cannot be disabled when using linked instances |
| Mailbox Change Tracking | Track changes to mailbox configuration. Requires instance restore before making changes to sync between environments |
| Service Change Tracking | Track changes to service configuration |
| Report/Dashboard Change Tracking | Track changes to reports and dashboards |
| Sprint-Based Tracking | Use sprints to organize configuration changes |
| Block Config Pushes | Prevent other instances from pushing configuration changes to this instance (changes can only be pulled) |
| Disable Production Editing | Prevent editing of tracked configuration entities in the production environment |
Backend Services¶
Controls the core services that power asynchronous processing, email handling, scheduling, and automation.
| Service | Purpose |
|---|---|
| Event Service | Processes ticket events and triggers |
| Outgoing Service | Handles outgoing email delivery |
| Incoming Service | Processes incoming emails into tickets |
| Scheduling Service | Manages scheduled tickets and recurring tasks |
| Automation/Event Service | Processes automation rules and event-driven workflows. Requires all mailboxes to be processed by the Incoming Service |
| Incoming Webhook Service | Processes inbound webhooks from integrations (must also be enabled per integration) |
Additional options include time-sensitive event processing and backend service monitoring.
Backend Services
Disabling backend services will stop core platform functionality. Only modify these settings if you understand the downstream impact on email processing, automation, and scheduled tasks.
Miscellaneous¶
Additional settings that don't fit neatly into the categories above.
| Setting | Purpose |
|---|---|
| HTML Paste Cleanup | Clean up formatting when pasting content from external HTML sources |
| Rich Text Editor Style | Default toolbar style for the text editor used in notes and descriptions |
| Agent Check-Ins | Enable daily check-in prompts for agents (can be reported on for team wellness) |
| Action Reactions | Allow agents to react to ticket actions |
| Ticket Category Tracking by ID | Track categories by both ID and name, required for category translation support |
| Agent Status Change Logging | Log all agent status changes to the AgentStatusChangeLog table |
| Agent Cost History | Store agent hourly costs with start dates and currency for cost tracking |
| Report Audit Logging | Log when reports are run |
| Entity Framework for Incoming Email | Toggle the ORM used for saving incoming emails (performance tuning option) |
Access and Permissions¶
| Setting | Purpose |
|---|---|
| Department-Based Access Control | Allow access control rules to be scoped by department |
| Restrict Ticket Merging | Enable a permission that prevents specific agents/roles from merging tickets |
| Restrict Manual Status Changes | Enable a permission that prevents agents from manually changing their own status |
| Prevent Agent-Level Permission Editing | Lock permissions at the role level only, preventing per-agent overrides |
| Team Leader Agent Preferences | Allow team leaders to edit agent preferences for their team members |
| Tab Visibility via Access Control | Use access control rules to determine which tabs are visible to agents |