How to customise the create problem 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 problem form? Follow the steps below to customise the create problem form. * Navigate to Main menu >…
How to manage tasks for a service request?
Tasks tab in service request details page Agents can add their checklist or task to-dos for the Service Request here. This will help them to keep track of the activities that need to be done for resolving the Service Request. * Navigate to service request details page > tasks tab * Click on +Add Task button *…
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…
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": "Lisa Taylor", "email": "l…
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 …
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 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…
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: …
