Performing Bulk Actions on Incidents
Bulk actions enable agents to efficiently perform the same action on multiple incidents at once. This article provides step-by-step instructions for performing bulk actions directly from the incident listing page. Permission Requirements for Bulk Action: To perform bulk actions, agents must have the appropriate tea…
How to use Messages tab in Incident details page?
Messages tab in Incident details page * All the conversations and messages(Replies) related to the incident between the agent and the requester will be displayed here. * All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the incident wil…
How to create and manage tasks in a incident?
Agents can add the list of task or checklist for an incident in this section. This will help them to keep track of the activities that needs to be done in order to resolve an incident. Tasks tab in Incident details page * Navigate to a Incident details page > Tasks tab * Click on +Add Task button * Provide the…
API to add private note to Incidents in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/{id}/private-note/ Method PATCH Response Data Private note added to an Incident * This endpoint is used to add a private note to an incident. Sample Request { "note": "sample message", "alert_to": "all_subscribers" } Sample Response Success Res…
How a requester can raise or log incidents in Service Desk?
There are multiple ways by which requesters can raise incidents in Service Desk * Email: Users can send an email to a designated support email address explaining their issues or queries. An incident will be created automatically according to the inbound email channel configured in service desk. * Service Portal: …
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…
Overview of Incident Details Page
Structure of Incident Details Page The information in the details page is structured as following 1. Incident Details Card 2. Tabs 3. Related Information Section 4. Actions 1. Incident Details Card More details on the incident properties and the components in the incident card view is explained in the articl…
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…
How global search works in Service Desk?
The unified global search bar on the app header will allow you to search for incidents, service requests, problems, changes, releases and requesters within the Service desk right from anywhere within the application. * You can search using a keyword based on which search suggestions will be displayed in the dropd…
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…
