Service Desk

Topic	Views	Activity
How do we get notifications in MobileApp? Mobile App how-to	283	March 23, 2021
What are the MACRO’s supported for mobile dashboard? Mobile App faq	308	March 23, 2021
What are the login types supported in MobileApp? Mobile App faq	326	March 23, 2021
Customer has modified default source option as 'Email' on record submission. Post this, during submission of a record customer gets a message stating 'Please choose Users' but there is no option to choose the users. How to address this? Service Desk Settings how-to	316	March 10, 2021
How customer can add few additional fields under the users record listing view who have only the 'Submitter' role access, as customer doesn't have the option to customize the view to add the fields he require for the users who have only submitter roles? Fields, Forms and Validations how-to	295	March 10, 2021
Customer configures a form field using 'Dynamic Query' with a query 'Select locationname from servicedesklocationmaster'and maps it to the additional field drop down of a project but the field is not getting loaded with the required values. Any issue? Fields, Forms and Validations how-to	279	March 10, 2021
While submitting a request, the 'Impacted Asset' drop down is used to select the asset against which the record is being submitted. One of the customer wanted to display 'Hostname' instead of asset numbers in this dropdown. How will you achieve this? Fields, Forms and Validations how-to	276	March 10, 2021
Customer raised an incident stating when he is trying to perform 'Change Ownership' from the record edit screen, he is not getting the owners listed in the dropdown. What could be the issue? State Machine and Workflow faq	325	March 10, 2021
Customer requests you to configure SLA by considering their working hours as 9 AM to 6 PM. He also requests their lunch time of 12:30 PM to 1:30 PM should be not under SLA. How will you achieve this? Service Level Management (SLM) how-to	301	March 10, 2021
Customer complains a data mismatch in the report. The reports shows a different data when accessed from the reports menu, but the same report when configured for dashboard access to some users gives a different / limited data. What could be the issue? Dashboards and Reports faq	269	March 10, 2021
Customer raises a incident stating while adding enclosures to record, he doesn't get the option to select public/private enclosures in one of the project, whereas in another project he is getting the access. What steps you suggest to correct it? User and Role Management how-to	285	March 10, 2021
While configuring an AFE rule to perform the auto assignment of a record to 'Assign to Helpdesk' based on location. I select the 'To State' as 'Assign to Helpdesk' but I dont get the option to select 'Location' as 'Yes' How to corrct it this issue? State Machine and Workflow how-to	241	March 10, 2021
Customer complains that Auto assignment is not working appropriately and the calls are getting assigned to many users in a round robin manner, even though they have not made themseleves available within SapphireIMS. Any confguration issue in AFE rule? State Machine and Workflow how-to	288	March 10, 2021
Customer says many of their technicians are complaining the records are getting violated for Resolution SLA, even though they are moved to 'Denied' state well within the SLA. What would you instruct the customer to check? Service Level Management (SLM) how-to	288	March 10, 2021
Customer wants two reminder notifications to be sent to the record approval managers with a 2 day and 5 day interval from the moment the record is moved to 'Waiting for Approval'. How will you address the following customer request? Omni channel Notifications how-to	256	March 10, 2021
Customer raises an incident stating the system is allowing to change parent records to resolve state even though the corresponding child calls are not moved to resolve state. How will you be addressing this? Service Desk Settings how-to	300	March 10, 2021
Customer raises an issue stating the linked / related incidents are not being moved to a resolve state when the master incident is resolved. What could be the issue? Incident Management how-to	313	March 10, 2021
What is the difference between Linked and Child incidents? Incident Management faq	357	March 10, 2021
Customer asks you to configure a report with all the pending states against each technician in a pivot manner i.e., Technician should be listed in Rows and pending states should be listed as columns. How will you confiure this report? Dashboards and Reports how-to	280	March 10, 2021
Customer configured an SLA time as 2 days. But complains the a pending record is violating only after 6 working days. Their working hours configured is 8 hrs per day. What could have been the mistake in the SLA configuration? Service Level Management (SLM) faq , how-to	312	March 10, 2021
Customer configured a SLA rule and select profiles under 'Business hours' and 'Holiday profiles'. He complains the profiles configured under this SLA is not being considered. What could be the issue? Service Level Management (SLM) product-behavior , how-to	312	March 10, 2021
The support engineer configured a service desk report and provided access to few users using the 'Access To' option in the report configuration. The user responds stating the report menu is not visible at all in his login. Which configuration is missing? Dashboards and Reports how-to	298	March 10, 2021
Customer use 'Additional CC email id' to notify the record updates to the recipients other than the submitters. Record notifications are not being sent to the 'CC mail id' users but the submitters are receiving the notificaitons. What could be the issue? Omni channel Notifications how-to , faq	300	March 10, 2021
The customer complains that a role he created with the name 'Assign to Technician' is not coming under the 'Default user role addition' rule ? Why is this not happening User and Role Management faq	288	March 10, 2021
Customer created a role called 'XYZ' inherited from submitter role. He asks that this role be allocated by default to the project whenever new users are created. How will you achieve this? User and Role Management how-to	277	March 10, 2021
Support team receives an incident which states the record logged under a particular Category is getting assigned to a wrong workgroup and not to the workgroup which it is intended to be. What would you do to investigate / solve this incident? Service Desk Settings faq	254	March 10, 2021
While performing a proxy submission / on behalf submission of a record, we use 'Source' option. I configured a new source called 'On call' but I don’t get to see the user list drop down towards its right. What mistake I would have done? Service Desk Settings faq , how-to	273	March 10, 2021
Customer has added a state called 'Assign to helpdesk'. When he is trying to change the state, he is not getting the 'Technician/user list selection' to assign the record to a owner. Any configuration mistake causing this issue? Service Desk Settings faq , how-to	272	March 10, 2021
In customer helpdesk system, the L1 engineers are able to move a Service request to 'Waiting for HOD approval'. The helpdesk co-ordinator doesn't want to allow the L1 engineers to change the ticket seeking an approval. How co-ordinator can handle this? Service Requests how-to	275	March 10, 2021
Customer complains that an user is not getting the option to submit child records. What privileges should be given in such case? Service Desk Settings faq	278	March 10, 2021