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 …
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 …
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 { …
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…
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…
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…
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…
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…
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…
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…
