Defining Global Constants
Define values to be referenced throughout a tenant from the Global Constants page.
A common use of a global constant is the ListenerEmailAddress constant; after you initialize this constant with an appropriate value, you can use it in fields such as the From Address field in the Send Email quick action. When users receive an incoming message from the Service Desk, you can reply to that email address and the Email Listener processes the message.
See Default Global Constants for a list of global constants included in the application.
Creating a Global Constant
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1.
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Within the Configuration Console, open the Global Constants workspace. The list of global constants appears. |
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2.
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Click Add  . The system adds a blank row at the bottom of the list. |
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3.
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Enter information for the new global constant. |
--parameters--
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Name
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A unique name for the global constant.
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Value
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The value for the global constant.
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Type
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Field type:
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Description
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A description of what the global constant is used for.
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Modifying a Global Constant
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Use caution when changing default global constants, as this might cause unexpected behavior. |
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1.
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From the Global Constants page, double-click the value next to the constant to modify. |
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Enter the updated value. |
Deleting a Global ConstantFrom the Global Constants page, click Delete 
corresponding to the global constant that you want to remove.
Delete a Global Constant
Using an Image in a Global ConstantYou can add an image to a global constant, such as adding a company logo to a signature. To do this, convert your image to base64, which is an image format in text for HTML purposes. You can convert the image through many web applications, or you can convert it using HEAT by following this procedure.
 | Internet Explorer 8 only supports images 32 KB or less. Other browsers support larger images. Also, larger images can be attached to records if needed. |
Converting an Image
| 1. | Copy an image to the global constant to the clipboard. |
| 2. | From the Service Desk Console, open any incident. |
| 3. | Under the Activity History tab, create a new email. |
| 4. | Paste the image that you copied to the clipboard into the message area. |
| 5. | In the message toolbar, click Source Edit to change the source view. The HTML source appears. |
| 6. | Select the image text in the message area and copy it to the clipboard. The image text starts with <img src="data:image/png;base64 and ends with =" alt="">. |
| 7. | Click Cancel to dismiss the window and disregard the email. |
Configuring the Global Constant
| 1. | From the Global Constants page, click Add. |
| 2. | In the name field, enter the name of the image that you converted (for example, MyLogo). |
| 3. | In the value field, paste the image text that you copied from the email message. The image appears. base64 text appears as an image in a global constant. |
| 4. | Reference your global constant as usual. |
