Service Requests: Card and Compact Views
The two main views available in the service request listing page are, * Card View * Compact View Following are the service request details that will be available in the different views 1. Service request ID: The auto generated ID of the service request. An service request ID will be in this format #SR0000213. 2…
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" } Sample Response Success Res…
Various actions within the Service Request Details Page
Below are the various actions that an agent can perform over a Service Request. Reply Once a Service Request is reported, agents can work on the Service Requests and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. Th…
How a requester can raise or log incidents in Service Desk?
There are multiple ways by which requesters can raise incidents in Service Desk * 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. * Service Portal: …
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. 2. …
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 the …
Viewing Request Details and Messages in a Service Request
The main tabs that will be available in the Service Request details page are, 1. Request Details 2. Messages 3. Tasks 4. Assets 5. Activity Request Details * The Catalog group and Catalog item details will be displayed here. * The custom fields associated with the Catalog item will also be displayed here…
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. * Navigate to Main menu >…
How to invite Agents into Service Desk?
Agents play a crucial role in your Service Desk, as they are responsible for providing support and resolving tickets raised by requesters. Efficiently managing agents is crucial for delivering exceptional support services through your Service Desk. This article will guide you through the process of adding agents to y…
How global search works in Service Desk?
The unified global search bar on the app header will allow you to search for incidents, service requests, problems, changes, releases and requesters within the Service desk right from anywhere within the application. * You can search using a keyword based on which search suggestions will be displayed in the dropd…
