Assets

As a starter in Freshservice I see a list of predefined asset types. The list has a focus on IT assets.Although we use some IT components I struggle with the predefined lists. I tried to rename some asset types but then I have a lot of attribute fields that are not applicable.Is there a way to manipulate this default lists and attribute fields? And is there a document how the Asset DB is built? I am used to CMS software and there you built an Entity relation diagram. It is a bit unclear to me how Freshservice is built. Hope somebody can clearify this for me.

This is a two-part question: Am I correct to assume that requestors are registered upon initial login to the portal? Can we automatically register all users imported by the AD probe without having to send an email activation to each or having to remind users to login? We use selection boxes in some of our forms to select requestors, but only registered requestors seem to be available from the dropdown.

We have a few thousand assets in Inventory. I would like to update the cost of some of the assets. I have a CSV with the Serial Number and Associated Cost. What is the best way to import the cost to the serial numbers in the list. Not all Serial Numbers are currently in FS, because this list is from Dell and it contains everything purchased in the past 3 years.

Hi, Is it possible to see all the Services (created inside IT Operation) that are attached to a certain software? I have created it this way: SERVICE runs on SOFTWARE But we have more than one Service covered by that software, so I’m wondering how and where I can see that. I was hoping that different Level in the relationship map will show that, but they don’t. Also I have attached various companies to that Software, in this way: SOFTWARE used by COMPANY Nowhere I can see the full picture, like the software serves different services and the software is used by those companies. My hope is to map SERVICES to SOFTWARE to COMPANY Hopefully it’s somthing you guys can help me with. Thanks in advance.

Is there a way to hide the description of a service catalog item once it is submitted as an SR? I realize as an agent you can hide it manually inside the SR, but can we not have it show up there at all?

I need to reflect a specific field that user choose to ticket SKU, so I went to workflow to find a work around and i failed so how to do it?

Hello, is it possible to have the item selection from an existing bundle which is part of another bundle? If I add the bundle to the service request I only have the selection for the custom fields but not the items added in that bundle. For example, this is the bundle when choosing it directly from the service catalogue: And this is what it looks like, when it’s added to another service request within a bundle: This would be a very practical way to summarize service requests and make them clearer. Best regardsMalte

Our Fresh Service system has Information Technology, Facility and Housekeeping Department/Groups configured. As Account Admin, I can do a user search on the Asset Page and will find out what computer(s) a specific user has logged into. This makes it much easier for me to find the device they are using for remote support How can I make my Agents in the Information Technology Group see the same thing with the SD Agent Roll (or other roll-create new role?)--access their Member Group only? This is a function only the Information Technology group has need of.

Hi dears, We can’t extract from Analytics Section an attribute that have a “Asset” as “Source”. We want extract all values contained in the Asset called “ Location_SR ” that is connected to “ Azienda ” field. (See picture n.1 in attached) In particular we want select “ Azienda ” field in the Total Ticket Filter selection , but in the total ticket Filter Selection, “Azienda” filed doesn’t appear. (See picture n.2 in attached)

Issue is there is no catalog sku reflect in ticket -so what i made is when ever a ticket raise to IT > it set Type to IT > Other (worked) and added a new field as service catalog: -issue is whenever you choose in catalog it reflect in service catalog (it doesnt work at all_ ) Works is if it was mouse > catalog will be mouse laptop > will be in catalog laptop but still it dosent reflect in “serice catalog” filed ? why and how to solve it.

Hi All, We’ve noticed that Agent collision only works intermittently for us. We’ve often both replied on tickets only to find out after that we were both working on the same request at the same time. Has anybody else noticed spotty performance on the Agent Collision? Freshservice has cleared out cache and we’ve tried different browsers but it’s happening to everyone on our team. Thanks in advance!

Im facing an issue when anyone raise a service request ticket it doesnt reflect here ? but if it was a report an issue ticket it appear fine…how to solve it ? i even thought to creat a new one in fireld manager and add them manually, When i dont that it worked fine This is the normal one created, If data source were Location> it cause this issuem but If i added them manually it works ?

has anyone tried to track users as assets in Freshservice? i was thinking of using the asset DB to track our different user accounts (regular / elevated / cloud) to a User asset

Please correct me if I am wrong but is there any way to discover Cisco IP Phones to record them as an asset? I am seeing that the probe does not list them as discoverable. Has anyone had any luck with any other work around or any way to get them into inventory rather than a manual import? Thank you in advance!

Hello there, This may seem like a very basic question but does anyone know if we can push the discovery agents to ipads? The notes on the agent says it will deploy to laptops and desktops but curious if that included Ipads. thank you! Zach ***EDIT*** To add, I am curious if anyone has had success pushing the agent via mosyle?

I need to know whats the difference between “Service request Vs incedent VS Ticket” when I create an automate 2- When I create a service request, I cant find it doesnt reflect in “request type” only what I wrote in request type reflect in “incident” and whatever catalog I careated in service request It wont reflct in the ticket status -I want whatever Ticket send from service request like “mobile request” it reflect in request type.whatever I wrote in request type it appear in incident (I want to add one thing an only in incident like network issue and all other requests like laptop request in service request_and when anyone submit a ticket from service request like mobile request it appear in “request type”)

Hello, I am wondering if there is a way to automatically create a purchase order from a service request?

HR started using our FreshService to help them with different new hire forms. We created HR privileged group and currently using one form called job requisition form. Purpose of this is form is when manager wants to hire new employee they would fill this form and attach job description and then need to get approvals from their manager and then goes to financial department and they need to approve it as well in order to move forward and create new job posting. Following are problems that I stumble upon: Notification that managers get looks like this ( pic 1) they need to click top link to see details and then click 2nd link to see attachment. Is there a way to create approval email notification that contains everything under one link. So its more user friendly. Second problem was when HR need to send reminder for approver to approve request FreshService is using our main helpdesk email not HR email address. Third and last is there a way to create two request for approval email templates

We have a workflow where we need to notify an external vendor via email that we have sent them a laptop for repair. The email they receive needs to have the name of the officer who logged the incident, a description of the problem with the laptop, and the serial number of the laptop we have sent to them. I can get all the fields out of the system, except the associated asset’s serial number. There is an associated asset name we can include, but we don’t seem to be able to output any other asset fields. How would we get the serial number, or any other asset field, to populate into the email template?

Dear Community, I am trying to synchronize Intune with Freshservice. Sync went well and all assets are visible but I can not get the warranty dates sync into the asset. To make it happen we have to match during Intune assets import, the field "manufacturer". But it stays empty during sync. If Manufacturer is empty, the DELL module cannot do the match and then capture warranty date. I am using Intune App on the market place Any advice? Thanks, Sara

Hi, Currently we are on Pro Plan with 100 Assets consumed for Auto Discovery. Issues We are unable to export the data which is captured through Auto Discovery. We need all complete asset details in .csv or xls format -- which gets captured through the Auto Discovery Agent

is there any way to adjust the format of the service request fields and the way they appear in the created ticket? a small indent for the field data would go a long way

I am able to look up users “currently logged into” various assets just fine, but my Agents get a banner warning saying they need “Service Awareness” in order for that to work for them? Where would I add that setting into their profiles?

We are trying to modify our Asset Management database to manage both leased and owned assets. We need to have fields like Acquisition Date made mandatory however we need this to be relevant for leased and acquired date but of course can’t change the default. What are other companies doing?

Hello Team, Would like to know on how do you maintain multiple service items like laptop? like we have different laptop models with different specs and over the time some might need to update the price. the problem is whenever there is a need to change and update the details per item, I need to do this on a lot of items or need to create another service item since I don't want to modify previous transactions made per specific item. is there a way to use the custom item? if yes, may i know how?