General Partition Settings

Common Settings

To: Address for Notifications from Services

DSM sends out notifications when any error occurs in the functioning of services (for example, retriever, dispatcher, etc). Use this setting to specify the email address to which notifications are sent by the DSM.

Access level: Partition settings
Default value: —
Minimum length: 0
Maximum length: 255

From: Address for Notifications from Services

DSM sends out notifications when any error occurs in the functioning of services (for example, retriever, dispatcher, etc). Use this setting to specify the email address displayed in the "from" field of the notifications sent by the DSM.

Access level: Partition settings
Default value: —
Minimum length: 0
Maximum length: 255

From: Name for Notifications from Services

Use this setting to specify the "From Name" to be used in notification emails. This enables users to configure the "From Name" in emails reducing the possibility of the notification emails looking like spam.

Access level: Partition settings
Default value: —
Minimum length: 0
Maximum length: 255

Installation Name

Define a unique name for your installation. Provide a 1 to 4-letter code. For example, PRD, EG, TEST, PROD, TST2, DEMO. The name must not contain spaces or special characters. If you have more than one deployment, make sure that you use a unique installation name for all your installations. This installation name is appended to the article IDs. Changing the value of this setting will impact all the article IDs and the sitemaps generated for the portals.

Access level: Partition settings
Default value: —

Shortening Base URL

Use this setting to define the base URL for shortening purposes.

Access level: Partition settings
Default value: —
Minimum length: 0
Maximum length: —

Enable "Contains" Operator Search on Custom Attributes

Use this setting to enable the "contains" operator for custom attribute searches performed in the Knowledge Console, limited to a 7-day range (either fixed or past 7 days). It applies only to open activities and cannot be combined with other "contains" criteria except for queue names. Saved searches with multiple "contains" operators prompt users to revise them, and searches taking longer than two seconds display an error requesting users to refine the search.

Access level: Partition settings
Default value: Disabled
Value options: Enabled, Disabled

Search Settings

Maximum Number of Records to Display for Search

Use this setting to specify the maximum number of search results to be displayed in the Results pane of the Search window.

Access level: Partition settings
Default value: 100
Minimum value: 10
Maximum value: 500

Security Settings

The following settings can also be configured in Security > Settings at the partition level. For more information, see Security Settings.

Allow users to Change Password
Password Complexity
Account Lockout
Maximum Passwords Changes Per Day
Customer Departmentalization
Idle User (Minutes)
Auto Disable Users (Days)

KB Approval Process Settings

These settings need to be configured only if you are using Knowledge Promotion and have configured the Knowledge Approval Process to send suggestions from the production system to the remote authoring system. These settings are configured on the production system.

Before you begin, you need to get the Remote authoring server user ID, Remote authoring server exception folder ID, Remote authoring server department ID from the authoring system. For details about doing this task, see the Knowledge Console Help.

Send Suggestions to Remote Authoring Server

Enable this setting if you are enabling the Knowledge Approval Process across the production and remote authoring systems.

Access level: Partition settings
Default value: Disabled
Value options: Enabled, Disabled

Remote Authoring Server User ID

Provide the ID of the user on the authoring system. All articles suggested from Production Installations will use this user as the suggester of the article.

Access level: Partition settings
Default value: —
Minimum value: —
Maximum value: —

Remote Authoring Server Exception Folder ID

Provide the ID of a Knowledge Folder on the authoring system. If users on Production Installations attempt to create a suggestion in a folder that is not promoted, or is not present in the Development Installation, suggestions will be created in this folder instead.

Access level: Partition settings
Default value: —
Minimum value: —
Maximum value: —

Remote Authoring Server Department ID

Provide the ID of the department to which the exception Knowledge folder belongs.

Access level: Partition settings
Default value: —
Minimum value: —
Maximum value: —

Default SMTP Server Settings

For various objects in the system, you can configure notifications to be sent to administrators. Some of the objects for which you can configure notifications are, Monitors, Reports, Alarm workflows (in the Administration Console), and Abandoned chats (in the Administration Console). The address to which these notifications are sent is specified in the properties of the object and the "from" email address is specified in the From: address for notifications from services setting.

Configure the settings described in this section for the server to send notifications to administrators.

SMTP Server type

In this setting, select the protocol (SMTP or ESMTP) to be used for the server.

Access level: Partition settings
Default value: SMTP
Value options: SMTP, ESMTP

Use SMTP

If the SMTP Server type setting is set to ESMTP, then this is to be used for the server.

Access level: Partition settings
Default value: Never
Value options: Never, If authorization fails

Authentication Type

In this setting, you can select which kind of authentication to use to connect to the servers.

Access level: Partition settings
Default value: oAuth 2.0
Value options: oAuth 2.0, Basic Authentication

Server name

If the Authentication Type is set as Basic Authentication, provide the server name.

Access level: Partition settings
Default value: —
Minimum value: 0
Maximum value: 256

User name (ESMTP)

If the Server type setting is set as ESMTP and the Authentication Type setting is set as Basic Authentication, provide the user name to be used to connect to the mail server.

Access level: Partition settings
Default value: —
Minimum value: 0
Maximum value: 255

Password

If the Server type setting is set to ESMTP and the Authentication Type setting is set as Basic Authentication, provide the password to be used to connect to the mail server.

Access level: Partition settings
Default value: —
Minimum value: 0
Maximum value: 255

Verify Password

Verify the password you provided in the Password field.

Access level: Partition settings
Default value: —
Minimum value: 0
Maximum value: 255

Connection type

If the Authentication Type is set as Basic Authentication, select the authentication connection type for the server to use.

Access level: Partition settings
Default value: Plain text
Value options: Plain text, SSL, TLS

Server Port

If the Authentication Type is set as Basic Authentication, provide the default port of the SMTP server. The value of the setting cannot be changed from the UI. Note: The port value changes based on the connection type.

Access level: Partition settings
Default value: 25
Value options: —

My Analytics Settings

Use this setting to configure the small company image that appears on the user landing page and to assign the URL to eGain Analytics.

Analytics URL

In this field, provide the URL to the Analytics login page. When a user clicks the Analytics button on the landing page, they are redirected to the URL provided here.

Access level: Partition settings
Default value: —

General Department Settings

The following settings can also be configured at the department level. For more information about these settings, see General Department Settings.

Allow Profile Photo for Users
Date and Time Format
Date Format
Login Name Minimum Length