Viewing complete activities over an incident
Activity tab * The complete audit log of the incident will be available here * All the conversations, replies, private notes, automation messages, actions and updates with respect to the incident will be recorded and updated in this tab.
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…
Incidents - Related Information Section
The right section in the incident details page displays the following information in separate card(s). * Requester Information * Incident Information * Time Spent * Tags * App Integrations Requester Information The details of the requester who raised the incident will be displayed here. Following are the detai…
Configure Azure DevOps integration with HappyFox Service Desk
Get your support and development teams in sync with the powerful integration between HappyFox Service Desk and Azure DevOps! This article guides you through configuring this integration and provides details on how HappyFox Service Desk agents can create work items, link them to incidents and monitor work item activit…
How to create Knowledge Base Sections?
Knowledge Base in Service Desk is all about making sure that the information and knowledge (information, problems, solutions and guides) are well-categorised, easy to access, and useful for everyone within the organisation. Knowledge is one of the most valuable assets of an organisation. This article explains on how…
Understanding the Incident Listing Page
The Incident Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the incidents in Service Desk. In this article, we will explore the various components of the Incident Listing Page and how they can be utilized to streamline support operations and enhance productivity…
How to initiate bulk action over incidents?
Bulk actions are useful to support agents in cases where the agent will have to perform the same action on multiple incidents. How to initiate bulk action over incidents? * Once you choose more than one incident from the listing page the bulk editing action bar will be displayed on the top of the page. * Also, …
What are Asset Types in Service Desk?
Asset Type refers to a classification or category assigned to assets based on their characteristics or attributes. It helps in organising and grouping similar assets together for better management and tracking purposes. Defining multiple asset types based on the differentiating attributes of the products that will b…
Information available in the Service Request details card
The card view provides a simple as well as quick view on the various properties of a Service Request in a simple card format. Following are the details that will be available in the card 1. Service Request ID The auto generated ID of the Service Request. E.g. #SR0000213. Starting with # followed by SR and …
What are Assignment groups? How to configure one?
Assignment Groups are a subset to team which consist of one or more agents who specialise in specific skills and areas, enabling efficient handling of support requests. Whether it's providing priority support, handling hiring processes, managing finances, or supporting developers, Assignment Groups ensure efficient t…
