Service announcements

Telling requesters about outages, degraded services and planned maintenance.

For Agents and Admins · Updated

Publish an announcement from Overview › Service announcements. It appears at the top of every requester's portal and every staff page until you end it.

TypeUse for
DegradedA service is working badly or partly down
MaintenancePlanned work, with when it happens
InfoAnything else worth telling everyone

Link an announcement to a service so people know what is affected. Viewers can hide an announcement for themselves, and it stays hidden on that device. An outage cannot be hidden, so nobody misses it or reports it again. On phones each announcement takes one line; Details shows the rest. A major incident can publish one when it is declared.

  • Major incidents Declaring a major incident, what it notifies and how linked cases keep their requesters informed.
  • The requester portal What requesters see and can do in the portal (requests, replies, approvals, articles), so you can explain it to your users.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.