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Apps and Marketplace Integrations

Apps and Marketplace Integrations

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149 Posts
McGr
Apprentice
McGrApprentice
asked in Apps and Marketplace Integrations
Struggling to add secondary emails to SCIM provisioning

As at least two other threads have posted, we have users with multiple email addresses that differ from their UPN. However I can’t seem to find anything clear on how to exactly tell the SCIM provisioning system to pull that in to the additional email addresses field. There are two threads with references, but no actual answer that I can find. The ‘SCIM Enhancements’ thread jumps on to location. The ‘secondary email mapping’ thread says “Add the SMTP to the secondary email in the SCIM integration” - but HOW?If I edit the Freshservice User Attributes list in azure, I can’t see what I should put for additional email address. Perhaps I’m stupid, but as a newbie to this, I’m genuinely struggling

811
Bethany Wesley
Contributor
J
Contributor
JaxComputerWitchContributor
asked in Apps and Marketplace Integrations
Freshservice and Intune Connector- Software Sync Error

Hi, We are using the Intune App to sync our devices for inventory management. We are also trying to get the software sync to work to classify our software.Unfortunately, each time the “Sync Software” button is clicked, we get the error “Software Sync is Disabled for this Domain”. I’ve tried re-configuring the integration multiple times and re-authorizing app permissions within Intune, but nothing is working. It was working before- briefly- and we have some software listed and associated with assets, but I would really like this to sync daily so we can have an accurate representation of our software. Does anyone have any ideas on how to get this to work? Thanks!Click software sync and receive this error. 

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J
Contributor
A
Contributor
andrew.barberContributor
asked in Apps and Marketplace Integrations
FreshService and Slack integration - Pushing threads back to F

Will the new slack collaboration have an option to push all thread updates back to a ticket as a private note in the same way as shown in the video via teams? this was added as part of the August 23 release notes

755
adityalamghare
Community Debut
Sumithra
Community Manager
SumithraCommunity Manager
published in Apps and Marketplace Integrations
Automate ticket sync between systems for a seamless collaboration experience 🤖Blog

 Hello everyone! This week on “Appsolutely Connected with Freshservice”, we will take a look at Ticket Sync connectors that enable teams to collaborate seamlessly by automating ticket sync between different systems!  💡Say goodbye to multiple manual ticket updates Enterprise ITSM teams often have to work with multiple internal teams and external vendors as a part of the service delivery process. This brings about a need for ticket sync between systems to ensure more collaboration with less manual effort.Today, we will see how the Freshservice ticket sync integration with ServiceNow and ManageEngine ServiceDesk Plus helps IT support teams improve their productivity and efficiency through automated ticket sync! 🤝🌟🤖How does this integration work? ServiceNow and ManageEngine are part of Freshservice's Connector Apps. Both apps have pre-configured, out-of-the-box recipes that help you get started with the integrations. We currently offer recipes that perform the following functions:Ticke

5180
Sumithra
Community Manager
B
Contributor
bleeuwenContributor
asked in Apps and Marketplace Integrations
MS teams - Orch not working for guests

We have an automator which can add users to Microsoft Teams. Recently this automator stopped working for adding guest users to a teams environment. For normal users the automator succeeds, but as soon as an azure guest user is requested, the flow stops working during the add member to team action.The output of the ‘MS teams -orch’/ ‘Add Member To team’ is  Can not find anything in logging on the Azure side, off course the team_id and user_id are correct and the guest user is active. I would appreciate any help pointing me to the right direction, 

263
mahendarsingh
Community Manager
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvalaApprentice
published in Apps and Marketplace Integrations
Unleashing the Power of Marketplace Apps in Conversation with Jennifer Nordella from Shasta College

Shasta College is a leader in North state higher education and is a part of the largest community college system in the world. The college provides a diverse student population with open access to undergraduate educational programs and learning opportunities, aiming to help them develop critical thinking, effective communication, quantitative reasoning, information competency, community and global awareness, self-efficacy, and workplace skills. Shasta College is part of the California Community College system, which is the largest system of higher education in the world, comprising 116 colleges organized into 72 districts. The college has articulation agreements to facilitate transfers to the University of California and California State University systems, as well as many private college campuses. The institution employs several individuals to cater to the needs of all its students and leverages Freshservice to aid its IT team in easily and efficiently supporting employee queries and

160
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvalaApprentice
published in Apps and Marketplace Integrations
Unleashing the Power of Marketplace Apps in Discussion with Russell Ho-Aitken, The Doctors Laboratory

In today's version of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are excited to share some excerpts from our recent conversation with Russell Ho-Aitken, Helpdesk Manager at The Doctors Laboratory, discussing their usage of Marketplace apps.  The Doctors Laboratory  The Doctors Laboratory is a prominent UK-based Healthcare company. They are leaders in consultant-led diagnostics, innovation, value, and long-term investment in healthcare provision. With over 30 years of experience in the UK pathology market, they have established themselves as key players in the healthcare industry.  The Doctors Laboratory was one of the largest COVID-19 testing units in the UK, and within a matter of weeks, they successfully set it up. Russell states, "Getting all the necessary equipment in and getting it all set up was quite a challenge. Having solid IT support in the background helped speed up processes and save lives." Urgency and emergency are synonymous with the healthcare indust

300
niyathi.reddy.vuluvala
Apprentice
M
Apprentice
martynovaApprentice
asked in Apps and Marketplace Integrations
Unable to create service item custom_dropdown with sections via API v2

I’m trying to create service catalog item custom_dropdown with sections via API v2following Service Desk API for Developers | Freshservice but it has no examples or schema for sections object.I was able to get it from json representation of other service item with dynamic sections that was created manually:{ "service_item": { ... "custom_fields": [ { ... "field_type": "custom_dropdown", "field_options": { "isSection": "true", "displayed_to_requester": "true", "placeholder": "" }, "choices": [ [ "Action1", "Action1" ], [ "Action2", "Action2" ] ], "sections": [ { "name": "Action1", "fields": [ { ... }, { ... } ] }, { "name": "Action2", "fields": [

691
Prasanth Sampathkumar
Community Debut
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvalaApprentice
published in Apps and Marketplace Integrations
Unleashing the Power of Marketplace Apps in discussion with Ryan McNabb, Big-D Construction

In today's version of the 'Unleashing the Power of Marketplace Apps' blog series, we share some excerpts from our recent discussion with Ryan McNabb, Technology Director - Big-D Construction about their Marketplace Apps usage. If you missed our previous blog check it out here. Big- D Construction Corporation Established in 1967, Big-D Construction Corporation has consistently delivered top-tier Design-Build, General Contracting, and Construction Management services to clients spanning a wide range of industries. With its headquarters in Salt Lake City, Utah, and supplementary offices in Ogden, Big-D Construction stands as a leading force in the construction sector. In today’s blog, we talk about Ryan’s experience with Marketplace apps that have extended Freshworks product offerings and revolutionized Big-D's operations by enhancing productivity and improving team collaboration.  Productivity Apps  At Big-D Construction, efficiency and productivity are at the forefront of their operatio

120
niyathi.reddy.vuluvala
Apprentice
smurfjoe
Apprentice
smurfjoeApprentice
asked in Apps and Marketplace Integrations
Microsoft Azure SSO - Can a guest account access Fresh apps via SSO?

I’m having trouble getting Azure guest accounts get signed into my Fresh apps (Freshservice, Freshmarketer, Org Site).  Normal Azure users are able to use the SSO login but guest accounts are getting SAML errors and “ <USER> cannot be logged in as this user is not part of this organization”. I came across another post that said the guest account needs to have Freshservice account as well.  I confirmed my guest user has a Freshservice requestor account. Any ideas to resolve this would be appreciated.  Thanks!

13117
Samantha555
mohan.dass
Community Debut
mohan.dassCommunity Debut
asked in Apps and Marketplace Integrations
Restricting visibility of custom apps in Freshservice

If a custom app is built and deployed in Freshservice and shows up as a section in ticket properties, are there way to have this custom app visible only for certain group of agents either based on roles or agent group membership?

311
eeha0120
Skilled Expert
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvalaApprentice
published in Apps and Marketplace Integrations
Unleashing the Power of Marketplace Apps in Discussion with Matt Butler, Nlets

At Freshworks, we are constantly striving to help our customers win. While our focus is to make software that’s ridiculously easy to use, our customers often find them more impactful when they can use apps, from the Freshworks Marketplace, that complement our products.  We recently spoke to some of our customers about their Marketplace experience and the marketplace apps that have helped them win faster with our products. Under the ‘Unleashing the Power of Marketplace Apps’ series of blogs, we bring to you the inspiring stories of some of our key customers from that discussion. We are starting with the story of The International Justice & Public Safety Network - the premiere interstate justice and public safety network in the US for the exchange of law enforcement, criminal justice, and public safety-related information. To accomplish this, the Nlets system provides unrivalled reliability based on a network built to endure threats without impacting performance.  We spoke to Matt Bu

281
alyssia.correa
Community Manager
N
Contributor
nicolaschContributor
asked in Apps and Marketplace Integrations
Azure AD SCIM photo

Hi community, hope you’re doing well.Just wondering if there is a SCIM attribute that would enable to sync the Azure AD photo with Freshservice when using user provisioning?Thank you in advance for your help

7572
lucas brown
Community Debut
LukeC
Skilled Expert
LukeCSkilled Expert
asked in Apps and Marketplace Integrations
JIRA Connector - Host Name?

Hi Team,I have has no issues with the JIRA integration application with regards to syncing up Freshservice and JIRA. However I am now attempting to set up DevOps Tool → JIRA Connector, and this is where I am having issues.Could you please assist on what is accepted and meant by host name when creating a new connection as I’ve been unsuccessful in all current attempts and I receive the below message. The below documentation does not assist with the initial part of the process with regards to creating the connection - could someone please assist? Thanks.

586
rajagopal.baladhandayutham
Community Manager
C
Contributor
CoNativeContributor
asked in Apps and Marketplace Integrations
AzureAD provisioning catch 22 with SSO

We are just setting up our Freshservice (FS) instance.  I installed the “Azure Active Directory Provisioning (SCIM)” app in FS and configured the “Freshservice Provisioning” enterprise app in Azure per the instructions using my local FS agent account. Then I configured SAML SSO. I target a small group of users that have everyone we want to be agents.  All these users that were automatically provisioned by AAD provisioning can sign in using the SSO except me.  Even though my local FS Agent profile is currently syncing fine with Azure, when I try to sign in with the SSO, FS creates a new Requester account for me.  I figured this was due to it being created as a local account, so changed my local account to a different email address, “forgot” (deleted) the Requester account FS created for me on login with the SSO and let AAD Provisioning create a new account for me.  I can successfully sign in to the SSO and use this account.  So I convert this AAD/SSO account to an Agent but now I’m usin

1613
N
Skilled Expert
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert
asked in Apps and Marketplace Integrations
Unable to Update Requester via API (missing_params)

Hello, I’m attempting to use the API to update a requester, of which I have been able to pull the information for with no problem. Unfortunately, when following the examples listed in the API documentation, I am entirely unable to get the sample code to work when supplying my own data. The example listed in the API documentation for updating a requester is:curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"Ronald", "last_name":"Weasley","time_format":"24h" }' 'https://domain.freshservice.com/api/v2/requesters/888' I am modifying this command as such:curl.exe -u "$($ApiKey):x" -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"First","last_name":"Last","time_format":"12h" }' 'https://domain.freshservice.com/api/v2/requesters/01234567891' When I execute this request, I receive the error:Status: 400{"code":"missing_params","message":"Your update call does not have any parameter. Atleast one parameter is required."} I can confirm that the reques

4076
alyssia.correa
Community Manager
Sumithra
Community Manager
SumithraCommunity Manager
published in Apps and Marketplace Integrations
Enhance your IT support operations with the Genesys Cloud CTI integration 🤖Blog

Hello everyone! This week on “Appsolutely Connected with Freshservice”, we will be looking at Genesys Cloud CTI which helps service management teams offer enhanced support through seamless call management!! 🤝🌟 💡For a truly omnichannel service deliveryService delivery teams often have to manage requests pouring in through multiple channels. While providing support through multiple channels makes for a great employee experience can often overload agents with context-switching and tool toggling.The Freshservice + Genesys Cloud CTI integration is designed to bridge the capabilities of Genesys' robust calling functionality with Freshservice's enterprise-grade service management. With this integration, agents can effortlessly deliver outstanding service without switching between multiple tools or searching for context about a particular ticket all from within the Freshservice dashboard. 🤖How does this integration work?The Gensys CTI app once installed appears as a widget within the Fresh

240
Sumithra
Community Manager
Sumithra
Community Manager
SumithraCommunity Manager
published in Apps and Marketplace Integrations
Empower businesses to automate org-wide service delivery with Freshservice HCM Connectors 🤖Blog

Hello everyone! This week on “Appsolutely Connected with Freshservice”, we will be covering a group of integrations designed to empower businesses to unify service delivery from one tool! The use of Freshservice in modern enterprise teams extend beyond ITSM. We see more business teams adopting Freshservice as their service management tool thereby unifying the service delivery for their employees.Today, we will see how the Freshservice integration with HCM apps like BambooHR and Workday help HR teams to break silos and streamline service delivery! 🤝🌟 💡Make all your HR tools work togetherFreshservice currently offers integration with two HCM tools—BambooHR and Workday. The integrations provide a unified experience for the service delivery teams to maintain and access employee data across their HCM tool of preference and Freshservice. It helps bring consistency in the employee information available for service delivery teams like IT and HR to access at any given time.🤖How does this in

360
Sumithra
Community Manager
R
Apprentice
RaimundApprentice
asked in Apps and Marketplace Integrations
Asset Label Designer update for smaller Lables

When can we expect an Update to the Label Designer APP? I still can’t print 2x1 Labels, and bigger ones dont’t fit on many Assets. I asked last June and still no news?

641
M
Apprentice
D
Apprentice
DavidFurnissApprentice
asked in Apps and Marketplace Integrations
Best integrated remote assistance platform

Wanted to see other's experience with remote support software and how it integrates with FreshService.We currently are using teamveiwer and have the FS integration but unless I’m miss using it, it seems to just allow your to send the user a link where you can then join the session. What I’m hoping exists is an integration that will click let me click connect (ideally with a confirmation prompt from user) and I’ll remote on to the requesters device.This appears to be what Endpoint Central’s integration offers but just wanted to see if anyone had experience with it/alternatives?

140
D
Apprentice
M
Skilled Expert
mike.culbertsonSkilled Expert
asked in Apps and Marketplace Integrations
Software Assets, contracts and license keys

There aren’t as many one-shot, non-volume, license-key based desktop apps as there used to be, but they definitely still exist.When defining an app like this, where 3 seats means 3 unique license keys, aside from a custom paragraph field, how is one expected to record those keys and ultimately allocate them to requesters?Right now, these are the available types (none are correct) https://support.freshservice.com/en/support/solutions/articles/227988-software-license-typesAnd the only place to record a license key is a single text field under Software License Properties.What am I missing here?  Is there not a way to manage multiple keys?  

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C
Contributor
M
Apprentice
MooiweerApprentice
asked in Apps and Marketplace Integrations
Freshservice and Intune Asset Sidebar

Greetings Freshworks community, I have a problem with intune in freshservice see screenshot below: In de sidebar of an asset there is an apps menu with intune option but as you can see it does not work.Intune is setup properly following the guides and this is the only feature that doesnt work, What could be the problem here?  

2544
sbrasser
Community Debut
ShawnVenture
Community Debut
ShawnVentureCommunity Debut
asked in Apps and Marketplace Integrations
Freshservice with Jamf School

Has anyone had success integrating Freshservice with Jamf School using the Jamf app in the Marketplace? The directions seem different than what I am seeing, and I am unable to save a new credential.

240
ShawnVenture
Community Debut
gunnak
Apprentice
gunnakApprentice
asked in Apps and Marketplace Integrations
Populating a list dynamically

I'm creating a request form that will have a reasonably long list of options for a person to select from a drop box or tick box list.  This list represents a list of access types in a separate application and will change regularly. Rather than manually updating this list as the application access types are updated is there a way to use an API call to my application to pull in the list?  Even better it does a real-time import when they create a  new ticket?

230
gunnak
Apprentice
McGr
Apprentice
McGrApprentice
asked in Apps and Marketplace Integrations
SCIM provision secondary email address

Despite the two existing threads, I’ve struggled to get a users secondary emial address to Sync via SCIM provisioning. Like many environments, our users have multiple email addresses that differe from their UPNsThe ‘Secondary Email Mapping’ thread simply says “add the SMTP to the secondary email alias’, but doesn’t explain how. The azure AS SCIM enhancements thread seems to go off on a different topic for user location. It isn’t clear how we might add the multiple additional email addresses users have except for manually adding them. Even with contacting effy, their instructions for adding urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_secondaryEmailand mapping that to secondary emails inside of Azure don’t seem to work at all. Surely there’s a solution for this?

2512
N
Contributor

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