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…
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 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…
What are Queues? and How to Setup Custom Queues?
Queues is an easy way to organize and create custom views based on various filtering conditions for the agents. Queues will be displayed in the left pane in the listing page. Support agent(s) can create multiple queues based on their needs and requirements by configuring various conditions. Default Queues Your…
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…
