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_no The number of messages to pre load when viewing a ticket irrespective of max_message_size.

Set to null to pre load all messages. Note: this may introduce performance issues when loading large tickets with large messages.

Messages which are not preloaded will show an excerpt and the full text will be loaded dynamically when viewed by an end user. 
integer
 
2
message_load_limit This setting relates to message_load_no and is best described through an example. If a ticket contains 40 messages and message_load_no is 2, there are 38 remaining messages. When message_load_limit is 20, 20 of those 38 messages, which are less than max_message_size, will be pre loaded.

Set to null to pre load all messages which are less than max_message_size. Note: this may introduce performance issues when loading large tickets with large messages.

Messages which are not pre loaded will show an excerpt and the full text will be loaded dynamically when viewed by an end user. 
integer
 
20
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 truncated.
The original message can be viewed by clicking the "View entire message" link at the bottom of the message.

It is not possible to disable this setting. Set it to a high value instead.

Note: browsers will typically crash if large volumes of text are pre loaded. 
integer (bytes)
 
102000

Log Files

Name Description Valid values Default
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
2fa_name The default account name that shows when setting up 2FA. 
string
 
SupportPal
force_disable_ssl Disable SSL redirection middleware.
Use only when Enable SSL is toggled on in SupportPal and HTTPS connections are broken. 
bool
 
false
ldap_dual_login If operators can log in with their regular operator login as well as their LDAP account. 
bool
 
false
selfservice_articles The number of articles to show per category in the self-service by default, for 'hierarchical' types only. 
integer
 
3
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