Service Desk

Topic	Views	Activity
Is it possible to customize the Record Number format based on the business requirement? Incident Management faq	365	February 26, 2021
Can I populate priority based on the Urgency and Impact? Incident Management faq	292	February 26, 2021
Is there an option to set Source of Record and create multiple Record source? Incident Management faq	310	February 26, 2021
Is it possible to create different Service name for Parent and child Record? Incident Management faq	302	February 26, 2021
Whether SapphireIMS supports delegation feature to assign record to different user? Incident Management faq	312	February 26, 2021
Does SapphireIMS support customized workflow for Incident management process? Incident Management faq	321	February 26, 2021
Is it possible to configure “Private Ticket Search Filter Profile” in SapphireIMS Service Desk? User and Role Management	313	February 25, 2021
While adding a Comment/Enclosure in a SapphireIMS Service Desk Record/Ticket, I am not able to see the option to mark the Comment/Enclosure as Private or Public. How can I resolve this issue? User and Role Management	276	February 25, 2021
I have logged-in to the SapphireIMS Service Desk Web Portal as a Technician. I cannot view all the Tickets. Also, I am not able to transfer a Ticket to another Technician by changing the Owner of the same. How can I resolve this issue? User and Role Management	289	February 25, 2021
Does SapphireIMS Service Desk support the “On Behalf of Ticket Submission” feature? If yes, then how to configure the same? Also, can we configure “On Behalf of Ticket Submission” restricted to the Location and/or Department a User? User and Role Management	268	February 25, 2021
Is it possible to create a new Service Desk Role in SapphireIMS Service Desk by copying the Role Settings of another Service Desk Role? User and Role Management	283	February 25, 2021
What are the different types of Roles supported in SapphireIMS Service Desk? User and Role Management	300	February 25, 2021
Does SapphireIMS Service Desk support the “Delegation” feature. If yes, then for which Service Desk Role the Delegation feature is supported and how to configure the same? User and Role Management	356	February 25, 2021
Is it possible to allow or prevent the newly added Users in SapphireIMS being allocated to a Service Desk Role by default? User and Role Management	341	February 25, 2021
Duplicate record issue in email to ticket conversations on reply to original mail Email to Record	386	January 5, 2021
Service Desk Additional Fields and their values are not visible when a Ticket is submitted on behalf of another User Service Desk UI	341	January 2, 2021
Where can I create Ticket Search Profile in SapphireIMS Service Desk? Service Desk UI	366	December 30, 2020