How to create incidents?
There are multiple ways by which incidents can be raised in Service Desk * Requesters can raise an incident through any one of the channels below Email: Users can send an email to a designated incident email address, explaining their problem or issues or queries. Service Desk can automatically convert these…
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…
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…
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 incident an…
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 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 a…
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…
Various actions within the Incidents Details Page
Add Subscribers * When there are other agents and stakeholders who need to be notified of the updates related to the incident, they can be added as subscribers * Click on the + button below the incident card and choose the agents who need to be subscribed to the incident. * These agents will receive notificatio…
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…
