Service Desk

Mobile App Service Desk UI Service Desk Settings Robotic Process Automation (RPA) Email to Record Process Model Incident Management 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 API and Integration Dashboards and Reports Connectors

Topic	Replies	Views	Activity
SapphireIMS ChatBot Service Desk doc	0	213	April 4, 2023
How to find if any ticket logged from which host? Incident Management	1	67	January 17, 2024
Where to update RPA server details if RPA runs in a defferent server Robotic Process Automation (RPA) faq	0	311	January 7, 2022
CSAT Feedback Configuration Service Desk	0	513	October 22, 2021
Error in RPA creation due to untrusted certificate solved Robotic Process Automation (RPA) issue , how-to	0	662	June 10, 2021
Bookmarking records in Overall Section of Service Desk record Listing Page is not available Service Desk UI	1	471	June 2, 2021
How do we add unit-wise holidays applicable for the year? Service Level Management (SLM) how-to	0	345	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	559	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	331	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	302	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	389	April 23, 2021
Do we have any troubleshooting document available for RPA? Robotic Process Automation (RPA) issue , how-to	0	416	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	317	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	327	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	318	April 9, 2021
MobileApp is unable to connect to SapphireIMS server. How to troubleshoot? Mobile App how-to	0	287	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	306	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	295	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	346	April 7, 2021
What are the supported Dashboard Templates to create new dashboard? Dashboards and Reports faq	0	317	March 31, 2021
Which authentication mechanism used by SapphireIMS ITSM Rest API and whether the responses gets encrypted? API and Integration faq	0	379	March 31, 2021
Whether SapphireIMS ITSM module allows API based integration with other systems? API and Integration faq	0	337	March 31, 2021
Does SapphireIMS provide an option to view the Report online or offline? Dashboards and Reports faq	0	301	March 31, 2021
Is there any option to populate the reports on to the dashboard? Dashboards and Reports how-to	0	300	March 31, 2021
What are the supported built-in report templates in SapphireIMS ITSM stack? Dashboards and Reports faq	0	334	March 31, 2021
Can we take a picture from mobile and attach to the ticket using MobileApp? Mobile App faq	0	312	March 30, 2021
Can we calculate the travel distance of a technician when he/she works onsite using MobileApp? Mobile App faq	0	331	March 30, 2021
Can we capture the location through MobileApp when technician updates the record? Mobile App faq	0	284	March 30, 2021
Can we capture the technician location when he/she logins from MobileApp? Mobile App faq	0	345	March 30, 2021
Can we use the same Approval state (Instead of creating multiple Approval state) to get approved from multiple people before getting assigned? State Machine and Workflow how-to	0	281	March 29, 2021