How to customise the create release form?
## Required Permission **Manage All Forms** * This is a team level role. * Navigate to **Roles and Permissions > Role type: Team > Managerial tab > Forms** section to enable this permission. ## How to customise the create release form? Follow the steps below to customise the create problem form. 1. Navigat…
API to fetch Requester Custom Fields and Meta Info
**API Endpoint** /api/v2/public/requester-custom-fields/ **Method** GET **Request Data** fetch requester custom fields meta info ** Get Requester Custom Fields** * This endpoint is used to fetch requester custom fields meta info in Service Desk. [ { "id": 1, "name": "CCF 3", …
Information available in the Service Request details card
The card view provides a simple as well as quick view on the various properties of a Service Request in a simple card format. Following are the details that will be available in the card **1. Service Request ID** The auto generated ID of the Service Request. E.g. #SR0000213. Starting with **#** followed by **SR** a…
API to fetch requester list and requester details
**API Endpoint** /api/v2/public/requesters/ **Method** GET **Request Data** Requester list and details **Get Requester List and Details** * This endpoint allows you to fetch requester(s) list and details in Service Desk. # Sample Response Success Response: Status code 200 [{ "id": 1, "name": "Li…
How to link assets to a service request?
Assets can be linked to an service request in two ways as explained below. **1. Create Service Request form** Assets can be linked to an service request even while raising service requests. Asset field will be available in the Create form using which the agents can link the respective asset to the Service Request. …
Viewing complete activities over an incident
## Activity tab * The complete **audit log **of the incident will be available here * All the **conversations, replies, private notes, automation messages, actions and updates** with respect to the incident will be recorded and updated in this tab.
General Notifications
Below are the list of general notifications that are available by default in a Service Desk account **1. Forgot password - Requester** This email is sent to the requester when forgot password action is initiated by the requester. **2. Forgot password - Agent** This email is sent to the agent when forgot password…
How a requester can raise or log incidents in Service Desk?
There are multiple ways by which requesters can raise incidents in Service Desk 1. **Email: **Users can send an email to a designated support email address explaining their issues or queries. An incident will be created automatically according to the inbound email channel configured in service desk. 2. **Service…
Sorting Service Requests
The service request listing page is built in with default Sort options which the agents can make use of. The Default Sort options available are. **Due By** This will sort the Service Requests based on the due date. **Last Replied - recent to oldest** This will sort the Service Requests based on the last reply on t…
Understanding the Incident Listing Page
The Incident Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the incidents in Service Desk. In this article, we will explore the various components of the Incident Listing Page and how they can be utilized to streamline support operations and enhance productivity.…
