# Service Desk UI **URL:** https://community.sapphireims.com/c/service-desk/service-desk-ui/22.md [Latest](https://community.sapphireims.com/latest.md) · [Categories](https://community.sapphireims.com/categories.md) · [Tags](https://community.sapphireims.com/tags.md) --- ## [About the Service Desk UI category](https://community.sapphireims.com/t/about-the-service-desk-ui-category/39)
**Author:** [@admin](https://community.sapphireims.com/u/admin)\ **Replies:** 0
--- ## [Bookmarking records in Overall Section of Service Desk record Listing Page is not available](https://community.sapphireims.com/t/bookmarking-records-in-overall-section-of-service-desk-record-listing-page-is-not-available/654)
**Author:** [@soumo](https://community.sapphireims.com/u/soumo)\ **Replies:** 1\ **Last updated:** [June 2, 2021, 9:08am UTC](https://community.sapphireims.com/t/bookmarking-records-in-overall-section-of-service-desk-record-listing-page-is-not-available/654 "2021-06-02T09:08:22Z")
The bookmark feature in Service Desk Record Listing Page is only available in the My Queue Section but not in the Overall Section. Is there any way where we can bookmark the records in the Overall Section? --- ## [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?](https://community.sapphireims.com/t/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/631)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [May 5, 2021, 3:17am UTC](https://community.sapphireims.com/t/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/631 "2021-05-05T03:17:44Z")
If the Service of the record is modified at the later stages of the service desk record life cycle / after the record is submitted, the record submission time will automatically get changed and the status of the record w… --- ## [Is it possible to delegate work through Task?](https://community.sapphireims.com/t/is-it-possible-to-delegate-work-through-task/383)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 9:45am UTC](https://community.sapphireims.com/t/is-it-possible-to-delegate-work-through-task/383 "2021-03-09T09:45:09Z")
Yes, SapphireIMS do provide an option to create Child record so that the task can be delegated to the respective team. For more details, please refer Child Records --- ## [Is it possible to raise a request on behalf of a user?](https://community.sapphireims.com/t/is-it-possible-to-raise-a-request-on-behalf-of-a-user/381)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 9:40am UTC](https://community.sapphireims.com/t/is-it-possible-to-raise-a-request-on-behalf-of-a-user/381 "2021-03-09T09:40:24Z")
Yes, all the service desk or help desk engineers are able to raise a request on behalf of the users provided they have permission. This will consume Technician license. For more details, please refer online help link Su… --- ## [Can I restrict size of the attachment and modify the attachment extensions allowed in service desk?](https://community.sapphireims.com/t/can-i-restrict-size-of-the-attachment-and-modify-the-attachment-extensions-allowed-in-service-desk/376)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 7:09am UTC](https://community.sapphireims.com/t/can-i-restrict-size-of-the-attachment-and-modify-the-attachment-extensions-allowed-in-service-desk/376 "2021-03-09T07:09:46Z")
Yes, SapphireIMS has a setting to restrict the size of attachment and also the file extension. To change the attachment size allowed, modify the value of setting key ‘Max file size(MB) allowed as attachment’ default be… --- ## [Is it possible to change the Submitter name for the submitted Record?](https://community.sapphireims.com/t/is-it-possible-to-change-the-submitter-name-for-the-submitted-record/380)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 9:29am UTC](https://community.sapphireims.com/t/is-it-possible-to-change-the-submitter-name-for-the-submitted-record/380 "2021-03-09T09:29:25Z")
SapphireIMS do provide an option to change the Submitter Name provided the status of the Record is ‘New’. Please refer below image on how to do. --- ## [Can I delete the Record that has been created by end user?](https://community.sapphireims.com/t/can-i-delete-the-record-that-has-been-created-by-end-user/375)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 6:50am UTC](https://community.sapphireims.com/t/can-i-delete-the-record-that-has-been-created-by-end-user/375 "2021-03-09T06:50:15Z")
No, SapphireIMS do not provide any option to any of the roles to delete the raised Record. Currently we cannot delete the ticket from UI due to compliance issues. --- ## [Do I have an audit log of all the changes made by Admin or other user in service desk?](https://community.sapphireims.com/t/do-i-have-an-audit-log-of-all-the-changes-made-by-admin-or-other-user-in-service-desk/374)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 6:46am UTC](https://community.sapphireims.com/t/do-i-have-an-audit-log-of-all-the-changes-made-by-admin-or-other-user-in-service-desk/374 "2021-03-09T06:46:46Z")
SapphireIMS do have an option of ‘Audit’ where all the configuration changes are being recorded. Please refer online help link - Service Desk Record History (Audit Log) --- ## [Does SapphireIMS support Email based Approvals?](https://community.sapphireims.com/t/does-sapphireims-support-email-based-approvals/265)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:19am UTC](https://community.sapphireims.com/t/does-sapphireims-support-email-based-approvals/265 "2021-03-01T06:19:03Z")
Yes, SapphireIMS do have an option for Approval managers to approve the ticket via Email. The Approval manager will get an option to Reject or Approve the record on his mail. Post that the status of the record will be up… --- ## [Does SapphireIMS support Multi level Approval?](https://community.sapphireims.com/t/does-sapphireims-support-multi-level-approval/264)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:16am UTC](https://community.sapphireims.com/t/does-sapphireims-support-multi-level-approval/264 "2021-03-01T06:16:27Z")
Yes, SapphireIMS do have an option to set Multi level approval for Approval process so that the Record can be sent to Multiple users for Approving the record. For further configuration kindly refer Customize Multi-Level … --- ## [Will I be able to create search profile?](https://community.sapphireims.com/t/will-i-be-able-to-create-search-profile/262)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:11am UTC](https://community.sapphireims.com/t/will-i-be-able-to-create-search-profile/262 "2021-03-01T06:11:30Z")
Yes, it is possible to create search profile that can be published for all users or for only the users who has created the profile. Click the ‘Default Search Profile’ button and select a search profile to make it as defa… --- ## [Is it possible to add pre-canned Enclosure template?](https://community.sapphireims.com/t/is-it-possible-to-add-pre-canned-enclosure-template/261)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:07am UTC](https://community.sapphireims.com/t/is-it-possible-to-add-pre-canned-enclosure-template/261 "2021-03-01T06:07:05Z")
Yes, SapphireIMS do have a feature to add pre-canned templates that can be used while updating the template. Please refer help link Enclosure Templates for the configuration. --- ## [Is it possible to populate Additional Field data from Parent Record to Child?](https://community.sapphireims.com/t/is-it-possible-to-populate-additional-field-data-from-parent-record-to-child/260)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:01am UTC](https://community.sapphireims.com/t/is-it-possible-to-populate-additional-field-data-from-parent-record-to-child/260 "2021-03-01T06:01:39Z")
Yes, SapphireIMS do provide an option for the Admins to select the parent additional filed that needs to be populated in Child Record. Please refer help link Child Record Configuration for the configuration. --- ## [Does SapphireIMS support Creation of Child Record?](https://community.sapphireims.com/t/does-sapphireims-support-creation-of-child-record/259)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 1, 2021, 6:00am UTC](https://community.sapphireims.com/t/does-sapphireims-support-creation-of-child-record/259 "2021-03-01T06:00:07Z")
SapphireIMS provides a facility to create child records for a parent record of any service. Any data from the parent record can be forwarded to the child record, whether fixed fields or additional fields. Child record … --- ## [How can I control the viewing of comments to end user?](https://community.sapphireims.com/t/how-can-i-control-the-viewing-of-comments-to-end-user/253)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 4:57pm UTC](https://community.sapphireims.com/t/how-can-i-control-the-viewing-of-comments-to-end-user/253 "2021-02-26T16:57:42Z")
Yes, if the comments field access type is selected as ‘Private’ then only the Technician will be able to view the details that has been typed and if the access type selected is ‘Public’ then even the end user or any will… --- ## [Can we create templates to search and then raise a request?](https://community.sapphireims.com/t/can-we-create-templates-to-search-and-then-raise-a-request/251)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 4:40pm UTC](https://community.sapphireims.com/t/can-we-create-templates-to-search-and-then-raise-a-request/251 "2021-02-26T16:40:59Z")
Quick templates allows the organization to publish in-built templates for service desk records to user. The end users can browse through the templates whenever they want to raise a service desk record. This helps them t… --- ## [Does User/ Admin have an option to set the Default landing page in SapphireIMS on service desk?](https://community.sapphireims.com/t/does-user-admin-have-an-option-to-set-the-default-landing-page-in-sapphireims-on-service-desk/249)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 4:16pm UTC](https://community.sapphireims.com/t/does-user-admin-have-an-option-to-set-the-default-landing-page-in-sapphireims-on-service-desk/249 "2021-02-26T16:16:14Z")
Yes, SapphireIMS do provide an option to set the default landing page which can be set by Admin or even Users have an option where they will be able to set his default landing pages. Please refer help link Service Desk … --- ## [Is it possible to Auto close the record based on certain condition?](https://community.sapphireims.com/t/is-it-possible-to-auto-close-the-record-based-on-certain-condition/245)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 3:05pm UTC](https://community.sapphireims.com/t/is-it-possible-to-auto-close-the-record-based-on-certain-condition/245 "2021-02-26T15:05:58Z")
Yes, ‘Auto Functional Escalation’ rule can be set to Auto close the Record based on Service, Category, Sub-category, Derived Filed and Time Interval based on the Records Business hours/ Holiday profile. Please refer he… --- ## [Is there any option to provide Read-Only view All Record option based on Location, Department?](https://community.sapphireims.com/t/is-there-any-option-to-provide-read-only-view-all-record-option-based-on-location-department/242)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 2:56pm UTC](https://community.sapphireims.com/t/is-there-any-option-to-provide-read-only-view-all-record-option-based-on-location-department/242 "2021-02-26T14:56:40Z")
Yes SapphireIMS do provide an option to view all the Records with Read only permission so that the Manager/User can view all the Record status based on Location or Department. Please refer help link Team Configuration fo… --- ## [Service Desk Additional Fields and their values are not visible when a Ticket is submitted on behalf of another User](https://community.sapphireims.com/t/service-desk-additional-fields-and-their-values-are-not-visible-when-a-ticket-is-submitted-on-behalf-of-another-user/49)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [January 2, 2021, 3:10pm UTC](https://community.sapphireims.com/t/service-desk-additional-fields-and-their-values-are-not-visible-when-a-ticket-is-submitted-on-behalf-of-another-user/49 "2021-01-02T15:10:42Z")
If a Ticket is submitted on behalf of another User, then that User should have access to the relevant Additional Fields for that particular Service Desk Project or State or Service combination. Only then the Additional F… --- ## [Where can I create Ticket Search Profile in SapphireIMS Service Desk?](https://community.sapphireims.com/t/where-can-i-create-ticket-search-profile-in-sapphireims-service-desk/41)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [December 30, 2020, 4:13am UTC](https://community.sapphireims.com/t/where-can-i-create-ticket-search-profile-in-sapphireims-service-desk/41 "2020-12-30T04:13:21Z")
Please refer to the below Image: