Settings

The Settings area is your organization's in-app control center. It is part of the tenant app — not the platform admin console used by ActionConnect staff. Here, tenant admins tailor the product to how your team works.

NOTE

Almost everything in ActionConnect is configurable per organization and stored as data, not hardcoded. Two organizations on the same product can run completely different processes.

What lives in Settings

• Statuses and priorities — define the exact ticket and item statuses and priority levels your team uses. These are seeded with sensible defaults at provisioning and can be renamed, reordered, added, or removed. See Status colors below.
• Business hours — set your working days and hours. SLA timers are business-hours aware and pause outside them. See SLAs.
• Users, roles, and teams — manage who has access and what they can do. See Users & roles.
• Branding — logo, colors, and portal copy. See Branding.
• Custom fields — Monday-style columns on items. See Custom fields.
• Email — your support address, templates, and email-to-ticket behavior. See Email.
• AI Email Intake — turn inbound emails into AI-pre-filled tickets on a schedule, with optional duplicate detection. See AI Email Intake.
• Asset Categories — the category list used to group inventory assets. See Assets.
• KB Categories — categories for KB articles. (This Settings tab was previously labeled Knowledge Base; the in-app Knowledge Base article feature itself is unchanged.)
• People & Access → Picker Visibility — control which roles appear in the people pickers per work type. See Picker visibility.
• Views, automations, dashboards, and KB content — admins can edit the organization's saved views, automation rules, dashboards, and knowledge-base articles.

Status and priority colors

You can assign a color to each status; that color appears on all board cards so status is readable at a glance. Edit a status in Settings to set its color. Statuses can also be reordered and a default set.

This applies to ticket statuses, task statuses, asset statuses, and facility statuses.

Ticket priorities support a custom color too: the Add/Edit priority dialog has a color picker and the list shows a swatch. The chosen color tints the priority pill everywhere it appears.

Change Management value sets — Type, Urgency / Priority, and Business Impact, in addition to Status and Risk — also take a color and render as colored badges in the change list and board. See Change Management.

Facility configuration

Facility configuration is managed in Settings, including facility statuses, categories, types, and priorities, facility numbering (prefix, start, padding), preventive-maintenance (PM) templates, and the campus → building → room location cascade.

Two areas under Settings → Facilities are admin-only:

• Groups — define facility groups (one per campus/site) and manage their membership. Groups keep each campus's work orders, equipment, parts, vendors, and PM templates private from the others.
• Vendors — the vendor registry (company, contact, address, website, payment terms, contract dates) used for equipment service vendors and part suppliers.

See Facilities.

Change Management configuration

Under Settings → Change Management, admins configure the change value sets — Statuses, Types, Risk Levels, Urgency / Priority, and Business Impact — each with a display color, plus Change Numbering (prefix, starting number, and zero-padding for change-request numbers, mirroring ticket and work-order numbering). See Change Management.

Defaults seeded at provisioning

When your organization was provisioned, ActionConnect seeded a working baseline so you were productive from minute one:

• Ticket statuses and priorities.
• System roles and permissions, plus an admin user.
• Default email templates and settings (branding, business hours).
• A starter knowledge-base category.
• A sample project with default views.
• A starter automation and form template.

Treat these as a starting point and adjust them to match your process.

Feature flags and customization

Branding and feature flags are read from settings and cached for fast delivery. Custom fields and form fields are rendered dynamically, so changes you make in Settings appear across the app, forms, and the portal without any code.

Tips

• Get statuses and priorities right early — views, dashboards, and SLA timers all depend on them.
• Set business hours before defining SLA policies.
• Use roles to follow least-privilege: give people only the permissions they need.