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Showing articles from Service Desk tag

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…

How to create and manage tasks in a incident?

Agents can add the list of task or checklist for an incident in this section. This will help them to keep track of the activities that needs to be done in order to resolve an incident. Tasks tab in Incident details page * Navigate to a Incident details page > Tasks tab * Click on +Add Task button * Provide the…

Service Request Management - Setup & Configurations

Create Service Request Form Customization How to configure and customize the create service requests   form? Service Request Statuses How to configure and customize different statuses for the service requests, team wise Service Request Priority Configuring priority for service requests Service Request C…

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. …

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 a requester can raise a service request?

There are multiple ways through which service requests can be raised within a Service Desk. Requesters can request for a service through any one of the channels below, 1. Through Self Service Portal * Login to the Service Portal as a requester. * Navigate to Service Catalog. * Users can then browse the servic…

What is a Product Catalog in Service Desk?

Product catalog is a one of the key component of IT Asset management (ITAM) which is a centralised repository where organisations can maintain the list of products, asset models and services they offer to their end-users. The product catalog in HappyFox Service Desk can be configured to include essential details suc…

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…

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…

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