What are Asset Models in Service Desk?
Asset Models refers to a collection of different products. Creating multiple asset models helps organising and differentiating various configurations of a product. Creating new asset models will help in identifying specific variants of a model and simplifies the asset tracking for IT teams. How to create a Asset M…
List of Managerial Permissions for Team Roles
Agents Permission(s) 1. Manage Agents in a Team This permission will allow the user to access the Agents within the Team(s) they are part of under Service Desk > Manage > Teams . They will be able to do the following actions, * Access Agents tab within the Team(s) they are part of. * Add existing agents to th…
How to configure Service Level Agreements (SLA) in Service Desk?
SLAs - Service Level Agreements, serve as guidelines for support teams to ensure that they meet specific targets and provide satisfactory customer support. Service Level Agreements (SLAs) are essential and crucial in support services to ensure SLA goals are met by the support teams. SLAs typically include metrics, g…
What is a Catalog Item? and How to configure it?
What is a Service Catalog? Service Catalog is a single source of information on the various services, service and product offerings of an organisation available to the employees for requesting. It helps in standardising the request management and request fulfilment process and to improve the overall operation effici…
How to setup an email channels in ServiceDesk?
What are Email Channels? * Email Channels are one of the communication methods through which end-users can raise incidents. * They are configured such that whenever a mail is sent by a end-user to the email channel, an incident will be created automatically in service desk. * It is also the email address that is …
What is Incident Management?
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…
What is Service Request Management?
What are Service Requests? Service requests can be defined as formal requests made by end-users to acquire specific services, assistance, or information from a team, vendor or employee . They differ from incidents as they are not centered around unplanned interruptions or quality reductions in services, but ra…
