Assets

Hello Starting to populate our applications assets and have added some custom fields. To enable effective reporting we would like to include these custom fields in our Freshservice analytics report. Is this possible?

I installed the Discovery Agent in my Win laptop, but the asset is not reporting in FS. Log attached.

It would really help if the address information is visible or at least easy accessible from within a ticket or asset. Now you can only see the identifier and that is not the entire address.To see the complete address you need to be an admin and go to settings-assets-locations.Is there a way to have the attributes like address line, city, postal code, etc visible from within the asset or ticket?

Hi all Not sure if this is a question for Assets or Requesters but hopefully I’m in the right place. We have 4 hot desks in the office, we would like to assign the equipment to Hot desk 1, hot desk 2 ect. However I cannot find a way of creating a User/Requester without an email address. Is is possible to create a service account of sorts for each hot desk in the office so I can assign assets to them? Many thanks

Hello, I’m trying to figure out whether its possible to query the FreshService API for a specific asset based on multiple fields. Apologies if this isn’t the correct place to ask this question! In our environment some computers are often missing either their asset tag, name (aka display name) or hostname field. In a perfect world, all three fields would be identical for every asset, however as this isn’t the case, I need a way to query for an asset across all three fields. Is it possible to query for an asset that matches on ANY of those fields. Similar to the way the FreshService search works in the UI of the inventory page? According to the documentation h ere, the only fields supported on the search endpoint are; name asset_tag serial_number Is there any other way of doing this search via the API in a single query? Any help would be much appreciated. Thanks, M

Hey everyone! In need of some help. I have experimenting with creating a basic reimbursement form as a service request but not sure how to add this function into the request. I have provided some screen shots of my service request, along with my automation. What I am trying to do is basically create an expression to do simple addition, adding the total reimbursement cost. I would prefer having the total amount calculated in real time if possible on the form. Not sure if that is a possibility. Being very new to this, I am having trouble creating an expression that works. If you have any tips or tricks or an opinion if this is even a possibility, I would greatly appreciate it! Best, Jon

Greetings All, I am new to this community and see many good responses and solutions provided for queries here. On similar lines, I am trying to figure out how one can set default value for a custom field on Service Catalog while in New form or Edit form. I did explore Business Rules and WF Automator for possible solution, but no luck. Appreciate if anyone has already implemented a solution for the similar ask. Thanks and regards, Anesh

Hi, I would like to have it mandatory to populate a Change ticket with an Asset at a certain status. This is not included in the change lifecycle settings as far as I know. I have instead tried to apply business rules that “Mandate Asset” as indicated in the screenshot but it simply doesn’t work. I can still create and/or edit changes without being asked to populate an asset. Has anyone encountered this issue or has other ways of achieving this? I tried to apply the same rule for Tickets. It works for “new” forms but not on “edit” forms.

We have an internal requisition PDF that our users submit through email for approvals. We want to replace this process in Freshservice so users can submit requests that will eventually become purchase orders. I’m having a hard time trying to conceptualize how such a user portal form could capture an itemized list with quantity, subtotal, total for multiple items on the same request. For instance, a user wants to request a new computer, some office supplies, and a few things not in the service catalog. Like this, maybe:

I’m trying to edit the type field in the software form under the assets module, and all of the fields are greyed out. Has anyone else come up against this?

Hi the community, I hope somebody can have a solution for me… We are on onboarding process and during our configuration we have facing on a little problem. In our assets, we have some specific security cables which are to be manage by a specific team. Other teams must not have to see them. Is it possible to put a restriction on assets or maybe product/supplier ? Have a nice day !

Hey, Looking through the APIs i can find the possibility to list all users of a software but not all softwares used by a user? https://api.freshservice.com/#list_users Has anyone else done something similar?

We have come across a problem where if someone moves department the assets associated to that person stay in the same department. We update our departments in AAD and then use AAD sync to update our departments in FreshService. When a department gets updated the assets follows the user and therefore the users department should change in the assets as well. I’m hoping this is a bug and not something that got overlooked. Has anyone else come across this problem and what are they doing to remediate it?

I’d like to be able to create a CSV file from details from a Service Request. Any apps or tricks to accomplish this?

In our Product Catalog, we don’t want to display every single product model that our discovery agent finds. For instance, users should be able to select “Standard Computer” instead of having to go through 30 different Dell models that are in the Product Catalog because we have so many models in production. Dell comes out with a new model every other day, it seems. Same thing for Printers… we prefer to just list “Standard MFP” or “BizHub” instead of the 40 other printer models found in discovery. Is there a way to disassociate/delete/hide products in the catalog, and/or block or configure the discovery agent to only use a high-level category of “Desktop” “Printer” … ?

We have questions on our Service Items and want to trigger other questions based on the answer to those questions. I know it is possible, but cannot figure out how to do that? Can anyone help?

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it. On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request? I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert.

Hello, I need to use asset management in a daily use for IT assets ( laptops - sim cards ...etc), Most of assets assigned to users (used by...) = assigned Other assets in stock, which arnt assigned (unassigned), So i need to make a filter as assigned and unassigned, I tried to edit the default to add these options but its not allowed, Even if i added them on each category, but still i cant filter then unless i exported the sheet and this is not flexible, So how can i fix this or should i go to another solution like snip-it, all i need is to filter when we have outside (assigned → used by) and what we have in stock (unassigned) I thought I should add a category say (stock laptop - stock sim cards ...etc) ?????

I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?

Is there a way to have notify an agent when a purchase order request that has been submitted for approval has been approved? Right now we just have to remember to go back and check the status. It would be much better if an email notification would go to the agent that created it or the ticket it’s associated with would be updated somehow. Or if there is a way to work this out with a workflow, that would be great.

Hello, I am working with custom_fields of a Service Request and I’m not able to create & populate a custom field with the API. curl -v -u <APIKEY>:X -H "Content-Type: application/json" -X PUT -d '{"custom_fields":{"additional_property_1": "value1"}}' 'https://<SUBDOMAIN>.freshservice.com/api/v2/tickets/13336/requested_items/13336' 13336 is the ticket number I am getting {"code":"access_denied","message":"You are not authorized to perform this action."}* Closing connection 0

Is there a way to modify the behavior of the Cost field in a Service Item? We would like to accurately relay the cost of an item to our requesters so they can make responsible budgetary decisions when requesting software or services through FreshService. An example of a customization we would like to see is denoting if the cost is 1 time or renewing and if it is renewing, how often? A quality-of-life feature would be to then annualize that cost based on the two choices above and display that cost to the user. An example of how this would be used is for Microsoft Office 365... Item: Microsoft Office Cost: $4.99 Choice 1: Is this item a renewing or a one-time cost? Renewing Choice 2 if Choice 1 is renewing: How often does this item renew Mo, Yr, Qtr? Mo Calculates and displays annual cost. based on choices above. $59.88/yr

While setting up SCIM provisioning via the Freshservice Provisioning app and documentation, I came across this mapping. There’s no reference to it in the documentation, but it’s included in the app on the AzureAD marketplace that documentation directs us to use. I’m wondering if anyone has found a straightforward way to use it? My first thought was to use an AAD group membership for Agents, but I’m not sure how to configure that. Any thoughts?

Is anyone aware of a built-in way to generate a report / filter that will allow me to export assets attached to a Purchase Order? Thanks.

For management of inventory, how do you use the end of life (EOL) field in your operations? I have enabled cloud discovery, in which assets are created and removed from the cloud but the record sits around in FreshService. I’m debating on just deleting the asset as it would never appear again, marking it EOL or just ignoring it (not best option). It made me wonder how others are utilizing the EOL date field for assets.