Understanding the Service Request Listing Page
The Service Requests Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the service requests in Service Desk. In this article, we will explore the various components of the Listing Page and how they can be utilized to streamline support operations and enhance produc…
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…
How to create a Release?
Required Permission(s) Agents with any one of the Team level permissions listed below will be able to create a release in service desk, 1. Create Releases in Associated Teams * Agents with this permission can create a release in any of the Team(s) and Assignment Groups to which they are part of. * This is a Tea…
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 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…
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…
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…
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 …
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, …
