How to configure Password Policy in Service Desk
Password policy lets you define the criteria that needs to be followed when agents set their Service Desk account password. Required Permission Manage Security Settings * Agents with this permission will be able to access the Security module under Service Desk > Manage > General Settings section . * This …
How to create a Asset in Service Desk?
Required Permission Manage Assets in a Team * You will need the above permission to view the Asset Management module and to create or manage the assets within this module. * This is a Team level - Managerial Permission * You can enable this permission by navigating to Manage > Roles and Permissions > Role Type…
How to configure IP Restrictions in Service Desk
Service Desk allows you to whitelist the IP addresses from which service desk agents or admins can access their accounts. Required Permission Manage Security Settings * Agents with this permission will be able to access the Security module under Service Desk > Manage > General Settings section * This is a…
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…
Service Request Notifications
Below are the list of notifications that are available by default for the Service Request Ticket type. * The notification templates can be customised as per organisational or team needs. * Notifications can also be enabled or disabled for each team and assignment group. Agent Notifications 1. Agent New Service Re…
API to change requester email address
API Endpoint {account_url}/api/v2/public/requesters/actions/change-email/ Method POST Request Data Change requester email address Parameters Parameter Description requester_id ID of the requester for whom email needs to be updated from_email Existing email address of the requester which ne…
Incident Notifications
Below are the list of notifications that are available by default for the Incident ticket type. * The notification templates can be customised as per organisational or team needs. * Notifications can also be enabled or disabled for each team and assignment group. Agent Notifications 1. Agent New Incident This no…
Sorting Incidents
The incident listing page is built in with default sort options which the agents can make use of. The default sort options available are. Due By : to sort the incidents based on the due date (ascending or descending) Last Replied - recent to oldest This will sort the incidents based on the last reply on the ti…
Overview of Service Requests Details page
Structure of Details Page The information in the details page is structured as following 1. Request Details Card 2. Tabs 3. Related Information Section Service Request Card More details on the Service Request properties and the components in the Service Request card view is explained in this article. Service R…
Overview of Agent Details Page
Agent Details Page provides an overview of the agent's profile and allows administrators to perform various actions related to an agent's profile and account. This article will guide you through the different sections and actions available on the Agent Details Page in Service Desk. Agent Profile - Overview Card T…
