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System parameters effect the entire operation of your system.

0.0-0.6 Log retention: These parameters allow you to control the length of time for which logs are kept before they are cleaned up by the Housekeeping routine. The default values are designed to suit the needs of most libraries. These parameters will often only be changed as a result of advice from Altarama.

0.7 Questions number prefix: RefTracker question numbers have a prefix designed to identify them as RefTracker numbers as opposed to any other numbers that are issued by your library. Some libraries like to use their National Union Catalogue symbol as this prefix as it also identifies your library. However you can use whatever Prefix you like that is 1 to 6 alphanumeric characters in length – no spaces, punctuation or special characters. Note that experience shows that shorter prefixes make for easier to handle question numbers. This value was set during your installation. It can only be changed BEFORE any questions are entered into your system.

0.8 Question number: this is the last question number used by RefTracker. With assistance from your RefTracker supplier this number can be increased. If your library handles high volumes of question we recommend that you add at least an extra digit to this number before using your system e.g. make it 99999.

0.10 Email alert delay: Administrator alert emails generated due to email server connectivity issues are ignored for the period that you specify here. We recommend that the value of this parameter should be at least the default value of 5 minutes in order to ensure that you do not receive multiple alerts in relation to issues that automatically resolve themselves, such as email server reboots, and short Internet drop outs. Using an example parameter 0.10 value of 10 minutes (default value), the connection would have to fail continually for 10 minutes before an Administrator alert email is triggered. After that email alert is issued, a new Administrator alert email in relation to the same connectivity issue will not be sent for double the amount of time since one was last sent up to a maximum of 120 minutes (so for the default 10 minutes value of this parameter notices would be issued at 10, 20, 40, 80, and 120 minutes, then at 120 minute intervals until the issue is resolved when they will stop automatically.

0.11 Mail server connection timeout: Allows for adjustments to the timeout value where a slow connection to the email server exists. You should never have to adjust this value unless advised to do so by Altarama.

0.12 Address limit for imported email: Allows for adjustments to the number of to:, or cc: email addresses in an imported email before the email will be regarded as spam, and advised to the Parameter 1.3. email address instead of being imported as a new question.  For example, the default setting of 20 means that if an imported email has 21 addresses in the cc: field, it will not be imported as a question.  Instead the Parameter 1.3 email address will receive an email containing the contents of that email, including all the email addresses in the cc: field, so that the person monitoring that email address can make a decision about whether to manually create a question from that information, or just ignore the email as spam.  Note that the bcc: address field is also checked, but when the RefTracker email importing address receives an email that was sent as part of a long bcc: list as spammers do, the email arrives with the RefTracker email address in the to: list and the bcc: field empty.

0.13 Email from address preference: Allows your organisation to choose the precedence of email address fields to be used when determining the client’s email address from imported emails.  Customers should not normally need to change this parameter as the default setting of "ReplyTo,ReturnPath, From" is the industry standard, allowing RefTracker to automatically pick up the correct email address for RefTracker to reply to, for both personal emails and emails sent on behalf of clients such as from an online database. 
If you need to change this parameter, All three values must be present and separated by a comma.
Ask Altarama for assistance if the email address being determined by RefTracker is not correct for your system. Also talk to your Altarama representative if you need this feature per imported email address rather than system wide as a further development would be required to support that. 
You can see the Reply-To, Return-Path, and From address information being provided by your incoming emails by viewing the Message header information recorded for the imported email in the History of the question.

0.13 Email from address preference: Allows your organisation to choose the precedence of email address fields to be used when determining the client’s email address from imported emails.  Customers should not normally need to change this parameter as the default setting of "ReplyTo,ReturnPath, From" is the industry standard, allowing RefTracker to automatically pick up the correct email address for RefTracker to reply to, for both personal emails and emails sent on behalf of clients such as from an online database. 
If you need to change this parameter, All three values must be present and separated by a comma.
Ask Altarama for assistance if the email address being determined by RefTracker is not correct for your system. Also talk to your Altarama representative if you need this feature per imported email address rather than system wide as a further development would be required to support that. 
You can see the Reply-To, Return-Path, and From address information being provided by your incoming emails by viewing the Message header information recorded for the imported email in the History of the question.

0.14 Import email attachment sentinels: This parameter allows the text used to identify an email as containing .eml files as attachments that need to be imported into RefTracker.  The default identifying (sentinel) text that staff add to the subject line is
$import
It can be added anywhere in the Subject line of the forwarding email.  But if your organisation operates in multiple languages, or happens to use $import for other purposes, this parameter allows you to define one or more unique pieces of text that can be used for this purpose.  For example, if your organisation operates in English, French and Italian you might want to set three sentinel words that can be used (each must be on a separate line in this parameter).
Or you might prefer to change
$import
to a language independent key such a
$%^&
The sentinel text you define here must be unusual as the occurrence of this text in any imported email subject line will result in the attachment creating a question rather than the question itself, if the attachment/s is an .eml file.

0.15 KB availability: The KB is a subset of the Closed questions in your RefTracker system – the questions you want to designate as quality answers (see The Knowledgebase, FAQ and the Work database for more information about using the KB and FAQ.  If you decide to make your KB entries available to your client base you need to make sure that you have checked all of these entries to ensure they do not contain any private information.  Questions can be added to the KB in a number of ways – by staff as they close the question, or as a review process by administrators using KB review.  Settings for this parameter are:

None - Select “None” if you do not want to use this concept.  Even if there are questions in the KB, no KB status information will show anywhere in either the staff or client RefTracker interfaces.  All functionality allowing questions to be put in the KB will also be removed for the staff interface.

Staff - Select “Staff” if you want staff to be able to see that a question has been designated as a KB item, but do NOT want clients to have access to the page that lists KB entries.  Staff will see that an item is in the KB as each question’s KB status will be clearly shown in the question’s Details screen, and whenever it appears as a search result.  The functions that allow staff to add questions to the KB and the KB edit screen for administrators will also be available for use.  You might choose this option if your KB entries are for staff use only, or are intended to indicate questions that need to be reviewed in relation to improving the information in your corporate web page.

Public - Select “Public” if you want staff to be able to see that a question has been designated as a KB item, AND you want clients to have access to the “Knowledge base” page that lists, and allows searching of, the KB entries in the client interface ("KB" will appear in the header bar).  .  When you use this setting you can insert the KB list and Search box anywhere in your web pages using <YourRefTrackerDomain>/reft290.aspx?sdb=2 or <YourRefTrackerDomain>/reft290.aspx.

0.16 FAQ Availability: The FAQ is a subset of the KB designed to provide easy access to your most important/most commonly asked KB entries.  We recommend that you keep your FAQ entries to less than 20 so that clients can easily scan them all, but if you want a longer list the system has no limitations.

None - Select “None” if you do not want to use this concept.  Even if there are questions in the FAQ, no FAQ status information will show anywhere in either the staff or client RefTracker interfaces.

Staff - Select “Staff” if you want staff to be able to see that a question has been designated as an FAQ item, but do NOT want clients to have access to the page that lists FAQ’s.  Staff will see that an item is in the FAQ as each question’s FAQ status will be clearly shown in the question’s Details screen, and whenever it appears as a search result.

Public - Select “Public” if you want staff to be able to see that a question has been designated as an FAQ item, AND you want clients to have access to the “FAQ” page that lists FAQ’s in the client interface ("FAQ" will appear in the header bar).  When you use this setting you can insert the FAQ list and Search box anywhere in your web pages using <YourRefTrackerDomain>/reft290.aspx?sdb=3

0.17 Records per page for KB/FAQ results: The Client interface KB and FAQ pages will present the number of entries you select here and then a page selection mechanism if more search results were found.0.17 Records per page for KB/FAQ results: The Client interface KB and FAQ pages will present the number of entries you select here and then a page selection mechanism if more search results were found.

0.18 IE X-UA-Compatible Header: This parameter specifies that IE9 compatibility should be retained for backwards compatibility (Default value of "IE=9").
However if all your staff use IE10 or above, or Firefox or Chrome, you do not need the backwards compatibility and can gain the additional feature of allowing images to be cut and pasted into the Formatted text box when using IE10 and above, but resetting this parameter to blank (empty). 
Users of IE 9 and below are not able to paste in images as their browser is just not capable of it. https://msdn.microsoft.com/en-us/library/ff955275(v=vs.85).aspx describes what the default “IE=9” option means.

0.20-23 Spam detection parameters: RefTracker has a large number of mechanisms designed to prevent spammers and hackers from submitting questions. The RefTracker Support Manual provides more information about these mechanisms. However spammers and hackers are constantly looking for new ways to break our defences. When they do we take addressing the issue very seriously, however it can take some time to find a new defence. Parameters 0.20-22 have been provided in order to provide a mechanism that can be quickly implemented in order to have incoming spam handled effectively. RefTracker's defences against spam are currently holding out all spam so you should not currently need to use this functionality, and if you do, we want to know about it, so please contact your Altarama representative if you think that you need to use this functionality and we will activate it for you, or assist your IT department to activate it if you have an in-house system, at the same time as we start looking into why spam is getting through our defences.

Parameters 0.20-22 allow use of a content checking service to be turned on. When this is done any questions that are received with a URL in the submitted information are submitted to a content checking service that specialises in detecting the difference between spam content and genuine content.If the service determines that the message is not spam it is accepted as a normal new question. The content checking will add an average of about 2 seconds to the response time before the question acceptance confirmation screen is displayed (but it is only done for questions containing URLs).

If the service determines that the question is spam, the question will be accepted into RefTracker, without a confirmation screen being displayed to the user. The question will be marked with a status of "Suspected spam", any URLs that it contains will not be hyperlinked so they cannot be clicked on by accident, and the question will be allocated to the Active system administrator, but the Active system administrator will not receive an email indicating the question has arrived as spam messages often arrive hundreds at a time.

If an error occurs during the Content checking service lookup process (for example an error is reported back by the Content checking service), the Active system administrator will receive an email advising that the error has occurred and the question will be placed in "Suspected spam" status.

The question will appear in Open questions as allocated to the Active System administrator and with "Suspected spam" status, so if the question is actually not spam, a staff member will soon notice and be able to work on the question normally. Simply working on the question (such as reallocating it), will result in the "Suspected spam" status being removed and placed by the status as a result of the work that you did.

If this and other questions are spam, you can delete ALL questions in Suspected spam status from your system using the Batch processes/Delete questions/Questions with spam status.

Parameter 0.20 is used turn the service on by selecting the service that you want to use. You can only turn this parameter on with Support level user permission from Altarama.

You will need to sign up for one of these services and enter the Private and Public keys that they give you into parameters 0.21 and 0.22 respectively. Altarama may do this for you as Support lever user permission is required form Altarama for customer to do this.

Parameter 0.23 allows you to determine the sensitivity of the spam checking. We recommend that this parameter be set to "Definite" unless spam is still being allowed into your system unmarked. Customers can change this setting to suit their needs.

Then Save this parameter page with your changes and your content checking service will be active.

At present we recommend that you use the Mollum service as it provides up to 100 spam checks per day free of charge. Our examination of customer databases shows that this will easily cover the needs of all of our customers for checking valid questions containing URL's. However, if your site is subject to a high level of spam attacks, you can upgrade to a pay for service arrangement.

0.31-33 Message table link retention time: These parameters control the amount of time for which a message table URL link (used for movement between RefTracker pages, links to RefTracker pages in emails, and for presentation of long URL's) will be kept. Access after that time will result in an error.Some customers may want to use parameter 0.31 to control the amount of time that clients will be able to re-open their questions (ensuring that question cannot be changed after that time and so comply with the concept of "system of record" required when RefTracker is given records management system status.

0.41-43 Message table link length: These parameters control the length of the message table key that is used in each scenario. Page comm is the length of the key used for links used for the URL's used to move between RefTracker pages Client email is the length of the key used for links used for the URL's used in links provided in RefTracker client emails to RefTracker client interface pages Staff email is the length of the key used for links used for the URL's used in the links provided in RefTracker staff emails to RefTracker staff interface pages Long URL is the length of the key use for links used in RefTracker pages and RefTracker emails for URL's (the link is used to ensure that long URL's are not broken by email systems that break URL's after 70 characters, and to ensure that RefTracker pages do not extend out past the border of the web browser in which it is being viewed.

0.60 Email external image handling: Some images in imported emails are unable to be downloaded to RefTracker.  Images that are unable to be downloaded are often associated with spam emails, or, if your RefTracker system is installed locally, may be inaccessible because of your IT department’s security policies.  It can also legitimately occur when the image is located behind the firewall of the sender.
RefTracker prevents issues with downloading images from holding up email importing, by detecting that a time-out has occurred in relation to downloading then image.  When this occurs RefTracker automatically creates an anchor tag instead of downloading the image.  This not only prevents the email importing process from being held up, but it also provides some protection from images in spam emails.  When this occurs the domain from which the image should have come will be blacklisted for 3 minutes.  During that 3 minute period, any other requests for downloads from that domain will also be automatically presented as an anchor tag (allowing an email with lots of these inaccessible images to be handled very efficiently).  After that period, if another download from that domain fails, no more downloads will be attempted from that site for 15 minutes.  A successful download at any time will clear the blacklist.  The blacklist will also be cleared automatically at each system recycle (usually daily).
Parameter 0.60 “Email external image handling” allows you to decide how downloadable images in imported emails should be handled.  Customers that have RefTracker installed locally need to consider how this parameter should be set.  They may need to refer to their IT security office for advice.  The options for this parameter are:
- Download image – This is the default method – images are downloaded as the email is imported, if they can be within the limits outlined above, and are presented in RefTracker as a thumbnail that can be viewed in full size by clicking.  If the image cannot be downloaded, an anchor tag will be automatically created instead of downloading the image.
- Original image tag – The URL of the image will be stored in RefTracker without downloading the image at import time.  The image will only be downloaded when the email or question text generated from the email is viewed by a user (either client or staff), as the user/s local browser will download the image encoded by the tag at view-time.  Note that the image will appear full size which may cause unexpected layout issues, for example text appearing to be pushed past the right hand margin of your browser window.
- Convert to anchor tag – This option replaces the image with a URL link to the source of the image, allowing the user to choose to view or retrieve the image on demand by clicking the link. The image will display in a separate browser window.  This is a safe way of handling downloadable images for secure sites and sites wanting extra protection from this aspect of spam emails. 

0.80 R2R acceptable domains: This parameter allows your organisation to control the organisations that will be able to send your organisation questions using the RefTracker to RefTracker Redirect function – this function will automatically create a new question in your RefTracker system when the organisations you allow here send you details of a question using their Third party redirect function and the RefTracker to RefTracker transfer method. 

To allow an organisation to send questions to you using RefTracker to RefTracker you need to add the domain of that organisation's RefTracker system into this box. List one domain per line only.  The entry for an organisation that accesses their RefTracker system at http://abc.altarama.com/staff.aspx would be: http://abc.altarama.com. Any organisation that you allow here ALSO needs to be defined in the Organisation code table as a RefTracker to RefTracker type entry. And to complete the setup, you will also need to check that the RefTracker to RefTracker request form is set up as you want it. The form controls attributes of questions transferred in this way, such as their target response date and allocation. Until you add at least one domain to this parameter no one will be able to send questions to you by the RefTracker to RefTracker method – in other words, this feature is turned off until you turn it on here. More information about sending requests to other RefTracker systems using the RefTracker to RefTracker web service is provided in the "Redirecting questions to other RefTracker systems" part of the Staff manual page about the Redirect function.

0.90 User agent ignore strings: This parameter allows the specification of strings of text that, if they appear in the "User agent" information provided by the browser of a user generating an error as they try to access a RefTracker page, will result in that error being classified as a "warn" action not an "error" action. The implication of this difference is that System administrators are not sent an email advising that warns have occurred, whereas they are sent an email advising of errors. If your system is being regularly "prodded" by a user with a unique character string in its User Agent (as reported in the error message email) such as "webtrends", you can prevent further advisory emails about these prods by including the unique characters in this parameter.

0.100 Services address: This parameter allows the RefTracker service host address to be specified when it is different from the RefTracker host address. It is a manual override for the self-detection of the service URL at start up. This parameter will be blank for most customers unless they are using specific security measures that do not allow external URLs to be used internally. For this reason this parameter can only be changed with the assistance of Altarama.

Exercise:

Consider the effect of these parameters on your library's requirements. Make any desirable changes, and if you make any, click on Save. Then in Select parameter group choose 1) Name & contact information.

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