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Administrations

Open in Nocthink

Module: Settings › Apps · URL: /settings/administrations · Responsible role: General Affairs / Admin (general-affairs) · Also used by: Owner/Director (full); nobody else

Administrations — Administrations settings with the Helpdesk row (Default category "IT Helpdesk", Default priority "Medium"), a link to General settings and a Save changes button

Screenshot: Rachel Whitman (Executive Director, org owner), Nocthink Demo Institute demo data. As General Affairs I see the same page.

Why I use this page

I use this page to set what a new helpdesk ticket starts with, so staff who open the General Helpdesk form land in the right queue with a sensible priority. I change it when the balance of requests shifts — for example, defaulting to General Helpdesk when most tickets are facilities rather than IT. Letter numbering and SOP categories are not here; they are under General settings.

What's on the screen

  • Header — Administrations settings: "Defaults for helpdesk requests. Letter numbering and SOP categories live under General settings." (with a link to General settings).
  • Helpdesk row — "What a new helpdesk ticket starts with.":
    • Default category — IT Helpdesk or General Helpdesk;
    • Default priority — Low, Medium, High, Urgent.
  • Save changes button, with Saved or the server error.

How I …

Change the default helpdesk queue and priority

  1. Open Settings › Apps › Administrations.
  2. Choose Default category.
  3. Choose Default priority.
  4. Click Save changes.
  5. Open Administrations › General Helpdesk and start a new ticket to confirm the form starts with these values.

Find letter numbering and SOP categories

  1. Click the General settings link in the page description.
  2. Edit letter numbering and SOP categories there (owner-only page).

Access & permissions

  • The route requires administrations.approve — General Affairs and Owner/Director (docs/role.md §4.5).
  • Every member can read these values (they pre-fill the ticket form); only administrations.approve holders can save.

Caveats

  • Defaults only pre-fill a new ticket; the requester can change category and priority before submitting.
  • Existing tickets are not changed.
  • Leaving the page without clicking Save changes discards the change.

Limitations

  • Only helpdesk defaults are configurable; there are no settings for car booking, reimbursement, payment requests or document requests.
  • No custom helpdesk categories beyond the two listed.
  • Letter numbering and SOP categories require the Owner, since General settings is owner-only.
  • General Helpdesk — the ticket form uses these defaults.
  • General — letter numbering and SOP categories.
  • Letter Number — uses the numbering format set in General.
  • SOP — uses the SOP categories set in General.
  • Tickets — IT tickets handled by the Asset Officer.