Add Subscribers * When there are other agents and stakeholders who need to be notified of the updates related to the incident, they can be added as subscribers * Click on the + button below the incident card and choose the agents who need to be subscribed to the incident. * These agents will receive notificatio…
Agents can initiate conversations, communicate any updates or followup by adding notes within a incident. These notes can be notified to other agents by adding them as subscribers. Required Permission No permission required to add a private note to an incident. Agents who have access to view the incidents will be a…
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…
The two main views available in the incident listing page are, * Card View * Compact View Following are the incident details that will be available in the different views 1. Incident ID : The auto generated ID of the Incident. An incident ID will be in this format #INC0000213. 2. Subject and Description 3. Stat…
What is an Incident? ITIL (Information Technology Infrastructure Library) defines an incident as 'An unplanned interruption to a service or a reduction in the quality of a service'. An incident is an unexpected event or disruption that disturbs the regular operations in IT systems. It can encompass technical glit…
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…
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…
What is Two Factor Authentication? Two-Factor Authentication (2FA) is a security mechanism that will an extra layer of protection to user login. Instead of relying only on a password, 2FA requires an additional piece of information, typically like a code, smartphone, hardware token, fingerprint or facial recognition…
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…
The right section in the Service Request details page displays the following information in separate card(s). * Requester Information * Service Requests Information * Time Spent * Tags * App Integrations * Actions in Details page Requester Information The details of the requester who raised the Service Reques…