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…
What are Teams?
Teams are groups of individuals within an organisation who collaborate towards a common goal or specific tasks. Setting up service desk teams is an essential aspect of effectively managing support services within an organisation. These teams play a vital role in addressing and resolving various organisational needs. …
Overview of Incident Details Page
Structure of Incident Details Page The information in the details page is structured as following 1. Incident Details Card 2. Tabs 3. Related Information Section 4. Actions 1. Incident Details Card More details on the incident properties and the components in the incident card view is explained in the articl…
How to resolve incidents?
In order to quickly update and view the resolution of an incident a specific tab is provided within the incident details page. * Navigate to Resolution tab in incident details page. * Once you click on +Add button, a Add Resolution modal will open up. * The agents can provide the resolution of the incident an…
How to link assets to an incident?
Assets can be linked to an incident in two ways as explained below. 1. Create incident form Assets can be linked to an incident even while creation. Asset lookup field will be available in the create incident form using which the agents can search and link the asset to the incident. 2. Assets tab in incident detai…
API to create an Incident in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/ Method POST Response Data Incident Creation Create Incident * This endpoint is used to create incident(s) in Service desk. Parameters Parameter Required Description team Yes Team to which the incident should be assigned to status No Statu…
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…
API to add reply to an Incident
API Endpoint {account_url}/api/v2/public/incidents/{id}/reply/ Method PATCH Response Data Reply added to an Incident * This endpoint is used to add a reply to an incident. Sample Request { "message": "sample message", } Sample Response Success Response: Status code 200 { "id": 176, "time_spen…
How to create incidents?
There are multiple ways by which incidents can be raised in Service Desk * Requesters can raise an incident through any one of the channels below Email: Users can send an email to a designated incident email address, explaining their problem or issues or queries. Service Desk can automatically convert these…
How to create a Change?
Required Permission(s) Agents with the any one of the team level permissions listed below will be able to create a change request, 1. Create Changes in Associated Teams * Agents with this permission can create a change in any of the Team(s) and Assignment Groups to which they are part of. * This is a Team leve…
