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 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…
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…
How to configure Session Security(Auto logout) in Service Desk?
What is Session Security? Session security, also known as auto logout, enhances the security of an agent's account in Service Desk. It automatically logs out the user from service desk if the account activity is inactive for a specified period. Session security is an essential mechanism using which you can implement…
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 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 …
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…
How to initiate bulk action over service requests?
Bulk actions are useful to support agents in cases where the agent will have to perform the same action on multiple Service Requests. This article will explain how to perform bulk actions from the listing page 1. Once you choose more than one Service Request from the listing page the bulk editing action bar will …
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 setup and verify SPF for an email channel?
What is SPF? SPF - Sender Policy Framework, is an email authentication method designed to prevent email spoofing and unauthorised use of a domain in email messages. SPF works by allowing domain owners to specify which mail servers are authorised to send emails on behalf of their domain. Here's how SPF works * DNS…
