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 …
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…
What are Teams?
Teams are groups of individuals within an organisation who collaborate towards a common goal or specific tasks. Setting up service desk teams is an essential aspect of effectively managing support services within an organisation. These teams play a vital role in addressing and resolving various organisational needs. …
What is Content Security Policy?
Content-Security-Policy (CSP) is the name of a HTTP response header that modern browsers use to enhance the security of the document (or web page). The Content-Security-Policy header allows you to restrict resources such as JavaScript, CSS, or pretty much anything that the browser loads”. Content Security Policies c…
How to setup and verify DKIM for email channels?
What is DKIM? DKIM - DomainKeys Identified Mail, is an email authentication method used to verify the authenticity and integrity of email messages. It operates by adding a digital signature to the email's header, which can be checked by the recipient's email server. * DKIM signatures provide a way to verify that a…
What is a Catalog Group?
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 customize the Knowledge Base Article Details Page in Service Portal
Service Portal layout builder in Service Desk lets you customize the visual aspects of your knowledge base article details page. You can customize from feedback to related articles all by using a simple widget-based builder within Service Desk. Required Permission(s) 1. Customize look and feel of Service Portal …
List of Account Level Management Permissions in Service Desk
Account Settings Permissions 1. Manage Account Settings This permission will allow the user to make changes to the Account Settings like Company Name, Timezone, Language, Country code and other personalization settings of the service desk account. Agents Permissions 1. Manage Agents in the Account This p…
How to use filters and setup custom filters in Service Desk?
Using filters, agents can drill down the incidents in a specific queue to match certain conditions based on their need and use cases. Team filter in the Left Panel * Team filters will be available in the left panel of the incident listing page below the Queues. * This will help the agents to quickly naviga…
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…
