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Showing articles from Service Desk tag

How to customise the create incident 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 incident form? Follow the steps below to customise the create incident form. 1. Navig…

Managing Tags in Service Desk

Tags are a powerful way of labelling and grouping tickets. The ticket tags can also be used as conditions to create queues or filters, automation workflows and generating reports. ## Required Permission **Manage All Tags** * Only users with this permission will be able to **access this module to create, edit, ren…

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…

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.

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. …

Configure Azure DevOps integration with HappyFox Service Desk

Get your support and development teams in sync with the powerful integration between HappyFox Service Desk and Azure DevOps! This article guides you through configuring this integration and provides details on how HappyFox Service Desk agents can create work items, link them to incidents and monitor work item activity…

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", …

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…

API to add private note to Incidents in Service Desk

**API Endpoint** {account_url}/api/v2/public/incidents/{id}/private-note/ **Method** PATCH **Response Data** Private note added to an Incident * This endpoint is used to add a private note to an incident. # Sample Request { "note": "sample message", "alert_to": "all_subscribers" } # Sam…

How to use Messages tab in Incident details page?

## Messages tab in Incident details page * All the conversations and messages(Replies) related to the incident between the agent and the requester will be displayed here. * All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the inciden…

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