Setting Ticket Options

Select System Administration > Office Profiles from the navigation bar.
View or update the options from the Ticket Options section:
Auto-update of Solved tickets to Closed Status

The number of days before the ticket status sets to Closed from Solved, after the period expires. To change the number of days, click in the Value column and specify the required number of days.
Note: We recommend that the value of number of days is greater than 14, however, it is not required.

Default Severity

The option to set the default severity of tickets created recently. Severity refers to the level of effect on the business of the reported issue.
Note: The available Severity options can be modified..

Include leads in the Contact or Lead lookup
If the leads are displayed in the Contact or Lead lookup, then search for contacts or leads can be associated with a ticket.
- If set to True, the lookup includes an option to only show contacts. The Show Contacts Only check box is selected by default, when cleared, the lookup search results return the lead and contact records.
- If set to False, the Show Contacts Only check box is hidden, but selected by default, so that the lookup search results return only the contact records.
Note: These options can also be found in Custom Settings. When you modify the options in Office Profile or Custom settings, the option is updated in both locations.