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Showing articles from Incidents tag

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 a requester can raise or log incidents in Service Desk?

There are multiple ways by which requesters can raise incidents in Service Desk 1. **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. 2. **Service…

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" } # Sam…

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 inciden…

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 * Pr…

Incident Management - Setup & Configurations

## Create Incident Form Customization [How to configure and customize the create incident form?][1] ## Incident Statuses [How to configure and customize different statuses for the incidents, team wise][2] ## Incident Priority [Configuring priority for incidents][3] ## Incident Custom Fields [How to configure cu…

How to add or edit private note to incidents?

Agents can initiate conversations, communicate any updates or followup by adding notes within a incident. These notes can be notified to other agents by adding them as subscribers. ## Required Permission No permission required to add a private note to an incident. Agents who have access to view the incidents will be…

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. * …

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 incid…

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 …

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