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Hello everyone!

I’m really pleased to announce our first ever live Q&A session with our ITOM Subject Matter Expert (SME) @vidhisharma on Tuesday, May 21 at 5.30PM CET |9PM IST| 8.30AM PT.

This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on workflows for alerts and interact directly with our SME to clarify their doubts. This format will be ideal for community members who have unique use cases for managing their alerts, and would like our SME to help them craft their workflows. So drop your questions in the comments below for Vidhi to take them up!  

 

But first, I’d love to introduce Vidhi and share a little more about her below:

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Senior Product Manager Vidhi Sharma

Meet Vidhi, a Senior Product Manager at Freshworks with a focus on Freshservice IT Operations Management (ITOM). With her expertise, she led the development of the new UI for the On-Call Management module and is currently driving further enhancements in Alert Management. Before joining Freshworks, Vidhi served as an Application Support Engineer, where she honed her skills in monitoring production and resolving critical issues.

Beyond the realm of product management, Vidhi finds joy in savoring diverse cuisines, exploring new destinations, and indulging in captivating reads. Currently, her fascination lies with the gripping universe of Dune.

Travel, Freshworks, and Ice-cream are the three pillars of Vidhi’s life.
What are yours?

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Some of the product specific areas that you can reach out to her for include:

  • Alert Management
  • Monitoring tool integrations
  • On-Call Management
  • Service Health Monitoring
  • ITOM Reporting

Please drop in your questions ahead of the session so Vidhi can take a look and address them in the live session. This opportunity is especially suitable for sharing your use case for alert workflows and getting Vidhi to help you out!

 

Register for the session▶▶▶ Here 

 

 

Hey, it would be really useful if an alert could automatically create /update/close outages on the status page. 

 

 

The biggest issue we face is getting the alert system to pull the data from our alerts. Mainly because its an in house system. Support have looked into this, but the alerts take a screenshot and that screenshot is never available on fresh service. Only if we forward the email once we’ve opened it our side. 

We than have the issue that i cant seem to work out the regular expressions that will pull the data from those emails. I've crawled web page after webpage, tried chatgpt, and fresh service support! It would be really good to take a deeper dive into those expressions. Or better, if we could have the system ingest a mail and i show it what i want to see as an output. and freddy do the work in the background. 

Once we get this system working and get the workflows built in, this will be a game changer. Auto firing power shell scripts, AWS scripts or Azure scripts to rebooked, clear memory, take screen shots, and generally assist with keeping the estate healthy! 

Hey, it would be really useful if an alert could automatically create /update/close outages on the status page. 

 

 

Interesting ask @DJL . Tell us more about it, why do you want an alert to perform these actions without creating an incident for such an event?

Hi @vidhisharma , Sorry, yes we have a test workflow set up that if the severity of the alert = critical, it will raise an incident.

If this alert is say linked to a server and the server has gone offline, we would like to have the ability for this incident to create a status page alert automatically.

The biggest issue we face is getting the alert system to pull the data from our alerts. Mainly because its an in house system. Support have looked into this, but the alerts take a screenshot and that screenshot is never available on fresh service. Only if we forward the email once we’ve opened it our side. 

We than have the issue that i cant seem to work out the regular expressions that will pull the data from those emails. I've crawled web page after webpage, tried chatgpt, and fresh service support! It would be really good to take a deeper dive into those expressions. Or better, if we could have the system ingest a mail and i show it what i want to see as an output. and freddy do the work in the background. 

Once we get this system working and get the workflows built in, this will be a game changer. Auto firing power shell scripts, AWS scripts or Azure scripts to rebooked, clear memory, take screen shots, and generally assist with keeping the estate healthy! 

I hear you @Russell Ho-Aitken . We are trying to make our email integration better and easier to use. 

Hey, it would be really useful if an alert could automatically create /update/close outages on the status page. 

 

 

That would be great as the status page looks decent enough. And i’d love to leverage that too. 

Will there be a video of this, for us in the UK.

 

Steve

Will there be a video of this, for us in the UK.

 

Steve

Hey @SteveF1258 , we’ll share the link to the recording here itself in the comments in 2-3 days. Thanks for your interest!

Hey Everyone!

We will be starting the session soon!

Should you have any questions to the speakers, please post them here, they will be happy to answer them during the session.  

Please drop a line here if you have issues logging in! I’ll be sure to assist you!

Looking forward to your participation.

Joining Link - https://freshworks.zoom.us/webinar/register/WN_hDcsdmDySBejzf2SNz4AOw

How do i join the session? 

How can I join this session.  @Kamakshi V 

Guess I’m not the only one who didn’t receive a link after registering...

Forgot I couldn’t create a community account and had to login with LinkedIn.  Zoom link went to my personal email. https://freshworks.zoom.us/w/96459610905?tk=55QS22QTq9tXwhydiaQJlxgfm2Q39B0eUwmUjUTiEtQ.DQYAAAAWdXDbGRZ3VGQ5emhaT1JvYWE5YlBlSGhRRllRAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA&pwd=VkM1VGI0bEdaUzhwYmhRNUxHdVdHUT09&uuid=WN_hDcsdmDySBejzf2SNz4AOw

Hey Everyone!

Please try to join the session using this link - https://freshworks.zoom.us/webinar/register/WN_hDcsdmDySBejzf2SNz4AOw

@daminsky @RichardR @DJL 

Will this be a recording viewable at a later date?

Hey @rexmorgan89 

Yes!! We will be posting the recording here once it's ready!

Hello everyone! 

Thanks for signing up for ITOM Unlocked>» Using workflows for alerts. Your participation – here on this post and in the event itself – has been an enriching experience for us all. 

Watch the recording >» Here

What’s up next?

  • The next live event is scheduled around mid-June. Watch this space for the announcement!
  • Look forward to posts where we draw your attention to cool functionalities, best practices, or how-to queries

Note: Keep sharing your questions in the community. And when you do, use the tag #itom so that our product experts detect your query and engage sooner.

 

We want you to derive the maximum benefit from your Freshservice account. Help us help you do so by continually sharing your suggestions, experiences, and feedback. 

Cheers!

Anusha

#ITOMUnlocked

 

CC: @rexmorgan89 @daminsky @RichardR @DJL @SteveF1258 @Russell Ho-Aitken @vidhisharma 

 

 

 

Will this be a recording viewable at a later date?

Heyy @ahmad1999 

You can access the recording anytime by clicking on the link shared.

You may find it here - https://view.highspot.com/viewer/6655c173aad02e9c764e2a93

Hi

Is the recording available, as I have missed it?

 

Hi

Is the recording available, as I have missed it?

 

Hey @emmakelly 

You may find it here - https://view.highspot.com/viewer/6655c173aad02e9c764e2a93 (also in my previous comment 🙂 )

Reply


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