# Assistance

This tab allows for the management of the assistance part of GLPI.

<figure><img src="/files/ecflhRRjhFGKbJIwrXrB" alt=""><figcaption><p>Global view of assistance configuration</p></figcaption></figure>

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## Basic configuration

<figure><img src="/files/6U9DhymlfQJ4vLwKVIBh" alt=""><figcaption><p>Setup the assistance module</p></figcaption></figure>

* **Step for the hours (in minutes)**: quantity of minutes between each step for minutes less than an hour in the duration dropdown lists. Example: 5 minutes displays 5, 10, 15, 20, ..., 55, 60.
* **Default file size limit imported by the mails receiver**: maximum file size allowed for import by the collector. This must be adjusted at the same time as the maximum file size option on the management tab and the PHP directive `max_upload_size`.
* **By default, a software may be linked to a ticket**: allows associating software with a ticket by default.
* **Show personnal information in new ticket form (simplified interface)**: displays the user's name, phone number, and location. If necessary, the **Edit** button redirects to the main user preferences tab.
* **Allow anonymous follow-ups (receiver)**: allows a user not present in GLPI to reply to a GLPI email.
* **Limit of the schedules for planning**: time range displayed in the scheduling screen.
* **Default heading when adding a document to a ticket**: allows defining a default classification for documents uploaded to a ticket.
* **Keep tickets when purging hardware int he inventory**: if enabled, tickets linked to an equipment item being purged will be kept. Otherwise, they will be purged with the equipment.
* **Allow anonymous ticket creation (receiver)**: anonymous ticket creation is disabled by default. Enabling the option is necessary when using an email collector to allow ticket creation by users not recognized by GLPI.
* **Planning work days**: allows indicating working days (will impact SLAs).

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## **Matrix of calculus for priority**

<figure><img src="/files/9pEhVTVDogke5pSLpVQ5" alt=""><figcaption><p>Define ticket priorities by impact level</p></figcaption></figure>

The priority definition matrix allows you to define ticket priorities based on impact and urgency levels. The availability of these levels in the application can also be defined, but the Medium level cannot be removed.


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```
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