Service Desk

Mobile App Service Desk UI Service Desk Settings Robotic Process Automation (RPA) Email to Record Process Model Service Requests User and Role Management Service Level Management (SLM) Categorization State Machine and Workflow Fields, Forms and Validations Change Management Problem Management Omni channel Notifications Dashboards and Reports Connectors API and Integration Incident Management

Topic	Replies	Views	Activity
SMS API Integration with Sapphire API and Integration doc	0	18	February 17, 2025
API call to get ticket information API and Integration	0	26	November 21, 2024
Creating and adding new fields in the incident and requect ticket form Incident Management	1	31	November 20, 2024
Sapphire ims integration API and Integration	2	58	October 30, 2024
SapphireIMS ChatBot API and Integration doc , how-to	0	293	April 4, 2023
Export the Workgroup structure as backup to restore it in future Service Desk how-to	1	57	May 30, 2024
How to find if any ticket logged from which host? Incident Management	1	128	January 17, 2024
Where to update RPA server details if RPA runs in a defferent server Robotic Process Automation (RPA) faq	0	343	January 7, 2022
CSAT Feedback Configuration Service Desk	0	550	October 22, 2021
Error in RPA creation due to untrusted certificate solved Robotic Process Automation (RPA) issue , how-to	0	746	June 10, 2021
Bookmarking records in Overall Section of Service Desk record Listing Page is not available Service Desk UI	1	510	June 2, 2021
How do we add unit-wise holidays applicable for the year? Service Level Management (SLM) how-to	0	369	May 11, 2021
Is their any option to auto submit the Incident record based on end point down time data which is collected through agent? Incident Management how-to	2	616	May 7, 2021
Service desk Record Submission time is getting changed even though there is no option available for the technician / user to change. How is this happening? Service Desk UI product-behavior	0	369	May 5, 2021
How to ensure only the owner of the record can update the comments for ‘Reason for SLA violation’, as the system is allowing any technician to update the SLA violation reason? Service Level Management (SLM) how-to	0	340	April 25, 2021
How does SapphireIMS enables to convert the Emails to Records when the emails are sent from email addresses which are not present in SapphireIMS? Email to Record how-to	0	434	April 23, 2021
Do we have any troubleshooting document available for RPA? Robotic Process Automation (RPA) issue , how-to	0	454	April 14, 2021
How do i troubleshoot the issue of SLA not getting mapped to a Service desk Record? Service Level Management (SLM) issue , how-to	0	356	April 12, 2021
Does SapphireIMS provides option to deliver SLA based email notifications to email recipients which i can customize as a rule? Service Level Management (SLM) how-to , faq	0	351	April 12, 2021
How do I enable Service desk record's SLA details for end users i.e., for the users who are having only 'Submitter' role access? Service Level Management (SLM)	0	354	April 9, 2021
MobileApp is unable to connect to SapphireIMS server. How to troubleshoot? Mobile App how-to	0	327	April 7, 2021
E-mail based approval is not working in my setup. How to troubleshoot the issue? State Machine and Workflow how-to	0	335	April 7, 2021
I need to send E-mail notification based on fixed field values of the Record such as on record Location, record service, etc. How to do? Omni channel Notifications how-to	0	325	April 7, 2021
I need to send E-mail notification on same state to Owner and Approval manager or Owner and Submitter of the record, but the email content needs to be different, how to configure it? Omni channel Notifications how-to	0	383	April 7, 2021
What are the supported Dashboard Templates to create new dashboard? Dashboards and Reports faq	0	347	March 31, 2021
Which authentication mechanism used by SapphireIMS ITSM Rest API and whether the responses gets encrypted? API and Integration faq	0	423	March 31, 2021
Whether SapphireIMS ITSM module allows API based integration with other systems? API and Integration faq	0	371	March 31, 2021
Does SapphireIMS provide an option to view the Report online or offline? Dashboards and Reports faq	0	330	March 31, 2021
Is there any option to populate the reports on to the dashboard? Dashboards and Reports how-to	0	337	March 31, 2021
What are the supported built-in report templates in SapphireIMS ITSM stack? Dashboards and Reports faq	0	363	March 31, 2021