What this category of data looks like
This category of data comes from enterprise ITSM systems, phone or chat logs, asset systems, and internal knowledge bases. Update frequency is daily or real-time. Daily generated documents include service request tickets, incident tickets, processing records, and user satisfaction forms. Fields cover ticket ID, submitter information, problem classification, processing status, response duration, satisfaction score, and more. Ticket ID is a string type. Response duration is measured in seconds. Satisfaction score is a numeric field ranging from 1 to 5.
Constraints imposed by these characteristics on sharing and embedding
This category of data contains sensitive employee office-related information and updates in real time. The sharing and embedding link must strictly control access permissions to prevent unauthorized users from obtaining ticket details. Ticket data has many fields and clear classifications. The sharing and embedding link must rely on external business systems to achieve data association and field filtering. It must strictly control access permissions to avoid unauthorized users obtaining sensitive ticket data. It must also adapt to scenarios with multiple concurrent users to ensure the stability of shared link calls.
How to configure settings
The following configurations apply to FastGPT v4.17.0 and above.
| Configuration Item | Recommended Approach | Rationale |
|---|---|---|
Sharing entry shareId | Copy the full shared link generated by the system; do not manually replace the identifier | Identifies the sharing entry; IT service desk ticket handling business records and data permissions must still be processed by external systems |
| Shared link validity period | Test starting point: 7 days; adjust based on actual testing of IT service desk ticket handling collaboration cycles and revocation requirements | Verifies availability within the valid period and access behavior after expiration; this value is not an official default or industry statistic |
| QPM | Test starting point: 20 requests per user per minute; adjust based on actual load | Limits the access frequency of a single user; must be verified combined with request logs and actual load |
| Identity verification | When identity permission requirements exist, first verify commercial edition capabilities and the uid returned by the third-party identity service | Holding a shared link does not equal having business data permissions; third-party identity and data scope must be verified separately |
| Referenced content display | Select display configurations for snippets, full text, and original text based on the sensitivity of IT service desk ticket handling materials | Check displayed content within authorized data ranges; do not use hidden interfaces as a substitute for data permission control |
| Conversation record verification | Test example: Prepare 10 IT service desk ticket handling Q&A samples, check them in the same browser and another device respectively | Anonymous records rely on browser local identity; retention cannot be guaranteed across devices or after clearing cache |
Three common mistakes
- Sharing entry for IT service desk ticket handling fails to open. First verify the full system-generated link and its validity period, then check browser request status. Do not manually replace
shareId. - The visible scope of IT service desk ticket handling data does not match expectations. Verify third-party identity verification results, workflow request parameters, and external system data permissions separately. The sharing entry identifier itself does not provide business authorization.
- The same IT service desk ticket handling Q&A cannot be seen on another device. In anonymous scenarios, first verify device, browser, and local identity status. Retention cannot be guaranteed across devices or after clearing cache; do not use this phenomenon alone to judge service abnormalities.
How to confirm configuration is complete
- Access the generated shared link, verify that the identity verification process triggers normally (if enabled), and confirm that unauthorized users cannot directly access the page.
- Check the shared link expiration time configuration, confirm that the link cannot be accessed normally after expiration.
- Embed the shared link under a domain name allowed by the enterprise, confirm that the page loads without errors and can initiate conversations normally.
The values provided are common starting points and should be measured against the reader's own samples.
Question material comes from public community discussions. Configuration values are common starting points and should be measured against your own samples. Verified on 2026-10-19.