Resolve Settings
Route: /org/resolve/settings · Permission: Manage Helpdesk Settings
(or Allows viewing Integration Telemetry charts and settings, which grants the API Integration tab alone)
Every behaviour in Orbit Resolve is configured here — 16 tabs, all project-scoped.
1. It is a full-screen configuration shell
Opening Settings replaces the application chrome, exactly as Experience Manager does. You get a project chip, a Settings Sections rail of all 16 tabs, and an Exit Resolve Configuration button at the bottom of the rail to return.
The header reads "Orbit Resolve Configuration — Establish operational hours, agent roles, assignment rules, and target SLA thresholds."
Unlike the Page Builder Studio, every tab has a URL: /org/resolve/settings?tab=<id>. You can
bookmark a tab or link a colleague straight to it. The ids are in the table below.
2. The 16 tabs
| Tab | ?tab= | Configures | Documented in |
|---|---|---|---|
| Business Hours & SLAs | hours_sla | Working calendar, SLA targets, OLA and vendor contracts | Business Hours & SLAs |
| Agents Management | agents | Who works the queue | Phase 2 |
| Customers | customers | Who can raise tickets | Phase 2 |
| Auto Assignment Rules | assignment | Who a new ticket lands on | Phase 2 |
| Issue Types | issue_types | The ticket types offered at intake | Phase 2 |
| Statuses & Workflows | workflows | Ticket lifecycle, and which statuses pause SLA | Phase 2 |
| Custom Fields | custom_fields | Extra fields on a ticket | Phase 2 |
| Service Catalog (authoring) | catalog | What can be ordered | Phase 2 |
| Asset Registry | assets | Hardware and asset records | Phase 2 |
| Ticket Classification | categories | Category → Sub Category → Item | Phase 2 |
| Knowledge Base | knowledge_base | Customer-facing help articles | Phase 2 |
| Status Page | status_page | The public status page | Phase 2 |
| API Integration | api_integration | REST credentials and ingress logs | Phase 2 |
| ChatOps Integration | chatops_integration | Slack, and three planned providers | Phase 2 |
| Translation Glossary | glossary | Terms that must not be machine-translated | Phase 2 |
| AI Runbooks | runbooks | AI operating instructions | Phase 2 |
API Integration is gated separately on Allows viewing Integration Telemetry charts and settings. A user without it sees 15 tabs. Nothing is broken.
3. What depends on what
Configuring in the wrong order creates work. The dependencies:
Three of these reach outside Resolve: OLA targets resolve against the organisation's employee departments, vendor contracts against the project vendor master, and agents against your user list. See Getting started for the recommended order.
4. Five tabs can be generated with AI
| Tab | Permission |
|---|---|
| Statuses & Workflows | Create Service Desk Status and Workflow with AI |
| Custom Fields | Create Service Desk Custom Fields with AI |
| Service Catalog | Create Service Desk Catalogue with AI |
| Ticket Classification | Create classification with AI |
| Release stages (on the Release Board) | Create Service Desk Release flow with AI |
Each drafts a starting configuration you then edit. On a new project this is usually faster than building from an empty screen, and the output is a proposal — nothing is committed until you save.
5. Don't confuse these settings screens
| These two | Differ by |
|---|---|
Knowledge Base (here) vs /org/knowledgebase | Customer help articles vs AI training sources. Same name, unrelated |
| Service Catalog (here) vs Request a Service | Authoring vs ordering |
| Issue Types vs Ticket Classification | What kind of ticket vs what it is about. Both appear on a ticket |
| Statuses & Workflows vs release stages | Ticket lifecycle vs the deployment board's columns |
| Agents vs Customers | Who works tickets vs who raises them |
Related
- Getting started — the order to configure in
- Core concepts — SLA, OLA and UC