Visit Freshworks.com Visit Freshworks

Employee Experience

1907 Topics

M
Top Contributor
MariamPTop Contributor
asked in Freshservice

Azure AD field, freshservice user fields

can I please get advice on how to amend the mappings from Azure AD to Freshservice?Currently Department field in Azure AD maps to Department in Freshservice.I would like to change that as follows:Azure AD field “company” to map to Department in freshservice.I can’t figure out where to do that - I think in the freshservice Azure Enterprise App?

4
HighTechHick
Contributor
6 months ago
M
Skilled Expert
martin.jSkilled Expert
asked in Freshservice

Agent unable to cancel approval request

We have several Agents (such as in HR dept.) who need to be able to cancel an approval request, such as if that manager is on leave and so need to send to another requester. However, the Agent does not have the ability/permission to.Support are saying that the Agent needs Full Admin rights to be able to do so. To me, that seems crazy that have to open up the full software config to allow an Agent to cancel an approval.Is there a granular permission option to ‘allow approval cancellations’?Cheers

0
M
Skilled Expert
6 months ago
J
Skilled Expert
jorn-morten.innselsetSkilled Expert
asked in Freshservice

Create tickets from messages within Microsoft Teams - agent is set as requester

Is anyone else using the Create tickets from messages within Microsoft Teams feature?Our end users love pinging our IT folks directly on Teams instead of submitting tickets - and it would be a massive time saver if we could create tickets on their behalf just with the right-click integration as shown in the article.What we found though is that the form for creating the ticket is pre-populated not with the end user’s email address - but rather the agent’s!  And if wanting to change that to the requester as should be, the email address has to be manually copied/typed into that field. While we thought for certain this must be something wrong with our setup, support told us this is by design.Surely this cannot be the case - can anyone confirm they are seeing this on their end? And if so, how do you cope? :-D 

0
J
Skilled Expert
6 months ago
W
Contributor
WQOliviaContributor
asked in Freshservice

Link to MS Teams Chat with User from Freshservice Incident ?

Hello,  Is there any way for us to have a button in the incidents that links to a MS Teams chat with the user ? For example, Jane Doe submits an incident, and rather than communicating via the ticket, I click a button in the incident that takes me directly to a new message to Jane Doe in MS Teams. Our company mostly uses Teams for communication. Thank you!

1
J
Skilled Expert
6 months ago
D
Apprentice
Debbie LarsenApprentice
asked in Freshservice

Thumbnails/Icons for Service catalog

I am about to make a new service catalog with items in it,  but unfortunately did I by a mistake not clone a template but overwrite it instead. So the Thumbnail picture is now gone - no where to be found :( Can I, in anyway find the Freshservice default Icons for service catalogs somewhere? I don´t think this will be the last time, and I really need a mobilephone Icon :D  Please help us out 

1
M
Community Debut
6 months ago
D
Apprentice
DcassApprentice
asked in Freshservice

Service Desk Mode / MSP Mode / Multi Account MSP Mode

Right now we are using FreshService in Service Desk mode but are looking to switch it to MSP mode. To my knowledge, there is MSP mode and multi account MSP mode. (I have read all FS documentation on MSP modes)To give you some background, our company shares one instance of FS. This includes the service desk and the rest of the departments that do ticketing. We have around 300 agents and around 70 groups. We action tickets from internal and external requestors. A big thing is that a lot of groups transfer tickets back and fourth. The problem that we are facing, is that different groups/departments want to customize different things but it affects everyone on FS, unless a business rule is set. Which we have many rules in place. We would like allow the customization but also keep the ticket transfer functionality.Any recommendations based on our situation?MSP ModeImportant question, is that if we switch to MSP mode, will everything function the same?I know, requesters change to contacts an

0
D
Apprentice
6 months ago
N
Contributor
nonfatyogurt19Contributor
asked in Freshservice

Trying to create freshservice ticket with PowerAutomate using a teams channel

Hey guys,I’m trying to build out a power app that will grab any new messages in a teams channel and create a ticket with it. I’m using the Freshservice connector and I’m getting up to the point where it’s asking for the  requester id. When I click on the field nothing populates. Am I missing a step in this flow for this field to populate?

4
N
Contributor
6 months ago
N
Apprentice
Nirupama KamathApprentice
asked in Freshservice

Out-of-office Auto-reply from customer gets created as a new Ticket instead of being attached to the existing one.

Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one. 

3
S
Contributor
6 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Another Expression node issue

Hello everyone  I have this expression and I can’t get it to work if(regexMatch('{{ticket.description_text}}','Bifoga') && regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), if(regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Övrig',0)), if(regexMatch('{{ticket.description_text}}','Bifoga'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_tex

10
Daniel Söderlund
Skilled Expert
6 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

How to close parent SR when all child SRs are closed

I have to close the Onboarding SR when all child SRs are closed. How to achieve this functionality?

5
zachary.king
Skilled Expert
6 months ago
Tlek
Apprentice
TlekApprentice
asked in Freshservice

Url in the description field is always truncated when creating a ticket via api.

Could you please clarify why the url string is being cut off in the description field? Is it possible to pass the entire URL to the description field without truncating? create ticket api: Service Desk API for Developers | Freshservice 

6
Vishal Nema
6 months ago
E
Contributor
ErikAlmSynerityContributor
asked in Freshservice

Hide field values based on ticket type

Hi,I’m trying to fulfill below story:“Hide "Pending Approval" from Incident tickets as they only are used in Service Request tickets”Business rules for forms cannot help with this since the type field is not exposed in the conditions.Is th only way to add a custom field to a ticket and perform a get (Web Request > JSON Parser) against the ticket on creation (WFA) and then update this in order be able to condition based on it? 

1
E
Contributor
6 months ago
S
Contributor
SchwiftyyyContributor
asked in Freshservice

Create FreshService ticket with PowerAutomate "Requester ID"

So I am working on automating some things as far as our user creations. So when I select the “Create a Ticket” action in Power Automate it makes me select a requester ID from a predone list, I assume an import from FreshService users. I can select “Custom” but it only allows an Integer field so I can’t select the requester from the form the data is coming from “Microsoft Forms”.Anyone have any ideas what exactly it needs in order for me to make the ticket come from the person that filled out the Microsoft Form or for it to at least work? No matter what I try, it fails due to it not being an integer.

5
N
Contributor
6 months ago
C
Skilled Expert
Chris SherlockSkilled Expert
asked in Freshservice

Using analytics module to send reports to management

I work for a College that has a fleet of Macbooks we give to our high school students. As an all boys school, we have a significant number of repairs every quarter, and we are trying to run reports that look at both repairs being done and loan laptops we have given to the boys.One of my reports is on loan laptops. Management likes to see a list of students in a tabular format, with some pie graphs at the top showing breakdown of individual year groups.The analytics module is excellent and works very well, but they want this report in PDF format. Unfortunately, this doesn’t appear to be possible currently as the analytics module only shows a single page when you email the report as a PDF.Is there any way that we can show all the data (with the graphs) in a tabular format? We were able to do this in the old reports module, but we seem to have lost this functionality with the new analytics module.

6
BrynCYDEF
Skilled Expert
6 months ago
A
Skilled Expert
atexeira
asked in Freshservice

Change tickets - Trigger an approval after change ticket is opened?

I am reviewing our change ticket approval process and the way that it transitions from one stage to the next stage.  Right now, it’s a very manual process and most of the time, the tickets don’t even transition from one stage to the next while the work is being done -- we’re fairly new at implementing the use for Changes in FreshService for our change management process.Are there any ways to use the Workflow Automator to automatically trigger an approval after the ticket is opened? Or maybe there’s another way to achieve this?For reference, this is what our Change Lifecycle looks like: 

2
A
Skilled Expert
7 months ago
K
Apprentice
kctrovatoApprentice
asked in Freshservice

Freshservice Change Management - On Hold

Looking for advice on the best way to create a workflow… when we have a change submitted, if it gets approved but temporarily on hold - do you just leave it as pending? I’d like to give it a “future release” type status or “on hold” to easily filter those. Any input would be appreciated here. :) 

2
K
Apprentice
7 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Freshservice

Service Item Checkbox

Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected?I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not.After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.

1
zachary.king
Skilled Expert
7 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Freshservice

Service Catalog Lookup

I’m looking for suggestions on how to handle a lookup.I’m creating a workflow for a user to request opening a new position in the company.  Their manager, CEO and CFO must approve the request before sending to HR to process the request.I currently have a Service Catalog item setup that requestsBusiness Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor)I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?  

3
zachary.king
Skilled Expert
7 months ago
ITSpace
Apprentice
ITSpaceApprentice
asked in Freshservice

Route Tickets Between 2 Freshservice Instances

Hello,Can someone help me understand how to build routing between two Freshservice instances (accounts).  We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group.Thanks! 

6
T.Belevska
Community Debut
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Which ITIL processes/practices would you like to learn more about?

The ITIL 4 version of ITIL took ITSM pros and their organizations from 26 processes to 34 practices. But which are the ones you’d like to learn more about? General management practices Service management practices Technical management practices Architecture management Availability management Deployment management Continual improvement Business analysis Infrastructure and platform management Information security management Capacity and performance management Software development and management Knowledge management Change enablement   Measurement and reporting Incident management   Organizational change management IT asset management   Portfolio management Monitoring and event management   Project management Problem management   Relationship management Release management

0
manns
Skilled Expert
7 months ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

CSAT - Freshservice

Hi Team, Just want to ask or maybe you can give me idea on how did you setup your CSAT? can you give me idea, we are planning to change our current CSAT next year since we just used the default 3 point system and when in analytics, im getting additional rows for the short text response, don’t know how to remove the blank ‘---’ row.  

2
Russell Ho-Aitken
Contributor
7 months ago
eeha0120
Skilled Expert
eeha0120Skilled Expert
asked in Freshservice

Missing description in tickets that are SR

Hi team.Hope you’re all doing great.I’m not sure yet what may I have been missing, but I guess I’m not the only one, based on this previous inquiry:Service Request - Description | Freshworks CommunityWhen a Service Request is created, the ticket itself does not have any description at all.With the help of, API call / Web hooks, maybe in a Workflow, would it be possible to populate this description or am I totally missing something here ? Thank you very much in advanced for your suggestions. Regards,Elvis.

3
Daniel Söderlund
Skilled Expert
7 months ago
J
Skilled Expert
je.aagSkilled Expert
asked in Freshservice

Third party solution for Location Inventory?

Has anyone found a 3rd party solution that works well for location specific inventory?  We are currently linking out the HubSpot CRM for tracking all our location specific item inventory because FreshService has no tools for this.  HubSpot is “ok”, but looking to see if anyone has a better solution.  A fully integrated solution to FreshService would be ideal.

1
afautley
Skilled Expert
7 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

How much time taken in test sync of sandbox in Freshservice

I am doing test sync for the first time in Freshservice. It not progressing beyond 0%. How much time does it take for this activity?In case it does not progress at all, what should be done?

4
B
Skilled Expert
7 months ago
vishnu.selvaraj
Skilled Expert
vishnu.selvarajSkilled Expert
posted in Freshservice

2022 Gartner® Magic Quadrant™ for ITSM Platforms is here!

Freshworks recognized as a “CHALLENGER” in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms. Download the report to learn more.  

1
Russell Ho-Aitken
Contributor
7 months ago

Badge winners

  • Salud, Ideator
    medicdhas earned the badge Salud, Ideator
  • Smooth talker [5]
    BSJFWhas earned the badge Smooth talker [5]
  • Salud, Ideator
    support08has earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    rainopikhas earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    Ollihas earned the badge Salud, Ideator
Show all badges
Terms of UseCookie settings