SupportPal Docs

App Configuration

The app.php file contains most application specific configuration items. This document provides an list of configuration items available in the app.php file, allowing you to modify them as necessary.

Contents

For details on how to set the below configuration items, please read: Updating Config Files.

Throttling

SupportPal throttles ticket requests by user email address, to ensure users do not spam the help desk. The functionality is particularly useful in the case of email where automated replies cause hundreds of tickets to be generated.

Ticket Throttling

Name Description Valid values Default
ticket_throttle_max_requests The maximum number of tickets a user is allowed to create before further attempts are blocked, also see: ticket_throttle_decay. 
integer
 
3
ticket_throttle_decay The number of minutes before ticket requests are decayed. For example, by default a user can create 3 tickets within 5 minutes. 
integer
 
5

Email Throttling

Name Description Valid values Default
email_throttle_max_requests The maximum number of emails a user is allowed to send to the help desk before further attempts are blocked, also see: email_throttle_decay. 
integer
 
5
email_throttle_decay The number of minutes before email requests are decayed. For example, by default a the same email address can send 5 emails to the help desk within 15 minutes. 
integer
 
15

Timeouts

Name Description Valid values Default
ldap_timeout The number of seconds to wait before timing out the connection to the LDAP server. 
integer
 
5
scheduled_task_timeout The number of seconds to wait before resetting a scheduled task (default: 15 minutes). 
integer
 
900
confirm_password_timeout How often operators are asked to confirm their password when making changes to other operator accounts (in seconds, default: 10 minutes). Set to -1 to completely disable the "Confirm Password" field. 
integer
 
600

Tickets

Name Description Valid values Default
empty_ticket_trash The number of days after which tickets in the trash are deleted permanently automatically, counts from when the ticket was moved to the trash. 
integer
 
30

Ticket Messages

Name Description Valid values Default
message_load_limit By default, 20 messages (latest or earliest depending on message_load_order) that are less than max_message_size are loaded in full and further messages are loaded by AJAX when opened, this is to improve performance on large tickets. If you still experience performance issues, you can set this setting to limit the further number of messages texts that are fetched. Set to null for no limit to be applied. 
integer
 
20
message_load_no The number of messages that should be loaded in full. By default, the first and last two messages are loaded in full. Set to null to to load all messages in full and turn off the AJAX loading of ticket messages. 
integer
 
2
message_load_order If we wish to automatically load the latest (default) or earliest message_load_limit messages when loading the ticket. 
asc, desc
 
desc
max_message_size Messages that are greater than this size in bytes will be clipped and sometimes loaded via AJAX on the frontend and operator ticket view. Clipped messages, are viewable by clicking the "View entire message" link at the bottom of the message. 
integer (bytes)
 
102000

Log Files

Name Description Valid values Default
log A number of log file formats are available out of the box. The daily format, relies on log_max_files to determine how often files should be rotated. 
single, daily, syslog, errorlog
 
daily
log_max_files The number of log files to retain (per logger instance). 
integer
 
5
log_level Log all levels greater than or equal to the specified severity level. For example, a log_level of error will log error, critical, alert, and emergency messages. 
debug, info, notice, warning,
error, critical, alert, emergency
 
debug
raw_email_expiry_days The number of days that raw email log files are stored on the file system. Emails from pre-2.4.0 are stored in the database and must be pruned via the System Cleanup tool. 
integer
 
30

Other

Name Description Valid values Default
total_visible_recipients The total number of recipients that should be visible when viewing the e-mail log. If there are more addresses, "and x others" will be shown. 
integer
 
2
timeago Can be used to disable the relative times (e.g. '1 hour ago') throughout the system. 
bool
 
true
selfservice_articles The number of articles to show per category in the self-service by default, for 'hierarchical' types only. 
integer
 
3