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Showing articles from Incidents tag

Sorting Incidents

The incident listing page is built in with default sort options which the agents can make use of. The default sort options available are. **Due By**: to sort the incidents based on the due date (ascending or descending) **Last Replied - recent to oldest** This will sort the incidents based on the last reply on the …

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.…

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 dro…

Incidents: Card and Compact Views

The two main views available in the incident listing page are, 1. **Card View ** 2. **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 D…

API to add reply to an Incident

**API Endpoint** {account_url}/api/v2/public/incidents/{id}/reply/ **Method** PATCH **Response Data** Reply added to an Incident * This endpoint is used to add a reply to an incident. # Sample Request { "message": "sample message", } # Sample Response Success Response: Status code 200 { …

How to create incidents?

There are multiple ways by which incidents can be raised in Service Desk 1. **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 c…

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 expl…

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 no…

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 st…

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 quic…

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