How to setup SMTP for email channels in Service Desk?
What is SMTP? Simple Mail Transfer Protocol , is a protocol used for sending and receiving emails. It's a set of rules that govern how emails are transmitted and delivered over the internet. How to setup SMTP in Service Desk? Apart from using the HappyFox server email address to send out replies, you can configu…
How to create and manage asset custom fields?
Asset custom fields are used to capture the properties or the characteristics of the assets within each Asset Type. These fields can be configured for each asset type. The asset custom fields will help to capture more detailed information about the assets enabling efficient asset management. Example: An Asset Type…
How to customise the email notification templates?
Follow the steps explained below to customize the email notification templates, * Navigate to Main Menu > Manage > Ticket Settings section > Notifications > any ticket type tab * Click on any of the notifications to Edit . * Here the list of all the teams in service desk will be displayed along with the coun…
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…
General Notifications
Below are the list of general notifications that are available by default in a Service Desk account 1. Forgot password - Requester This email is sent to the requester when forgot password action is initiated by the requester. 2. Forgot password - Agent This email is sent to the agent when forgot password is i…
How to create a Problem?
Required Permission Agents with the below Team level permissions will be able to create a problem 1. Create Problem tickets in Associated Teams * Agents with this permission can create a problem in any of the Team(s) and Assignment Groups to which they are part of. * This is a Team level permission. 2. Create …
API to create or update requester(s) in Service Desk
API Endpoint {account_url}/api/v2/public/requesters/ Method POST Request Data create or update requester(s) Create or Update Requester * This endpoint allows you to create or update single requester(s) in Service Desk. * If a requester already exists, it will be updated with the new details. * If a r…
Incidents: Card and Compact Views
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…
Overview of Release Details Page
Required Permission(s) Depending on the action that needs to be performed there are multiple team level permission(s) related to release ticket type which needs to be enabled in order to view, create, modify and perform actions over a release. Refer to this article on the list of permissions and its functional asp…
How to manage Work Schedules in Service Desk?
Work Schedules play a crucial role in defining the work timings of support teams in the Service Desk. By configuring work schedules, you can clearly establish the operational hours of your team and ensure accurate time-based calculations for SLAs or Smart Rules. This knowledge base provides instructions on creating …
