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1889 Topics

W
Contributor
WQOliviaContributor
asked in Freshservice

How to send an approval request to the requester in the Change Automator?

I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!

1
Daniel Söderlund
Skilled Expert
8 months ago
emmanuel.dubosMB
Apprentice
emmanuel.dubosMBApprentice
asked in Freshservice

Unexpected notification

Hi,I have only one users among other agents with the same profile, continuing receiving unexpected email for notifications on update on tickets.I have reviewed her profile, put her as an administrator temporarily to force to enable and then disable the corresponding toggle option (requester and cc notification for the email notifications) . Do you have any idea ?Thanks for your help.

0
emmanuel.dubosMB
Apprentice
8 months ago
JHK
Apprentice
JHKApprentice
asked in Freshservice

ticlet id change

Hi, I was wondering if the fLfreshservice supports changing ticket ids? 

0
JHK
Apprentice
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Are corporate employee-wellbeing capabilities improving?

One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10%  One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w

1
rashmi.nag
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Paying It Forward

What’s the one thing you’ve learned in your years in IT support that you wish you knew when you started?Please share your valuable knowledge (even if obtained from a colleague) to help others (and if we get enough responses I bet there’s a blog or even an eBook in it @rhea.desouza). Thanks :)

0
manns
Skilled Expert
8 months ago
S
Apprentice
scott.stickleApprentice
asked in Freshservice

Tasks In FreshServcie Tickets - External Task Communication

Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.

1
S
Apprentice
8 months ago
zach.schmidt
Skilled Expert
zach.schmidtSkilled Expert
asked in Freshservice

Version History for Solutions

Is there a way to see version history on a solution article? Would be nice to know what changes were made.

2
zach.schmidt
Skilled Expert
8 months ago
E
Top Contributor
EdKTop Contributor
asked in Freshservice

Online PowerShell?

Does anyone know of an ability to run PowerShell scripts on Exchange or AAD Online?   I’ve got some scripts I want to run for our offboarding process but not sure how that would work to pass credentials.  If anyone has gotten this to work and has a code example, it would be most helpful. Thank You

7
LNew
Top Contributor
8 months ago
M
Contributor
m.riederContributor
posted in Freshservice

Orchestration Server – PowerShell App – Sample Usecase For Active Directory User only works on Domain Controller

I request you to add to for instructions article “Sample Usecase - Getting Custom Attributes For Active Directory User and parsing the attributes using the JSON Parser node”, the note, that ActiveDirectory cmdlets work only if the configured target server is a domain controller.I spend almost a whole day to find out the ActiveDirectory cmdlets in a PowerShell remote session only work when the target server is a Domain Controller. Also, if the ActiveDirectory Module is installed correctly on a server and the commands work locally, in a PSSession they won’t work. Please reproduce that for yourselves.Here I’m on a standard domain member server, without Domain Controller role:    Commands are working locallyCommands won’t work when connecting with a RemoteSession to the localhost:Here I’m on a Domain Controller; commands are working in RemoteSession Therefore the Orchstration Powershell App needs to have a Domain Controller as target configured to make the commands work you are showing in

7
LNew
Top Contributor
8 months ago
selectpipes
Apprentice
selectpipesApprentice
asked in Freshservice

The Online Store of Artsy Smoking Accessories | Select Pipes

Select Pipes is the hub of artsy and exquisite smoking accessories that perfectly match your swaggy vibe with cool dry pipes, electric pipes, water pipes, tees, and much more. So, get ready to puff it all out in style. 

1
dustsilver
Community Debut
8 months ago
J
Apprentice
jleechpeApprentice
asked in Freshservice

Timeout on Powershell Orchestrator Run?

Is there a timeout for the Orchestrator to accept return values from the Powershell App?I’m trying to automate looking for unique UPNs across multiple AAD tenants (to simplify future migration) and collecting all the active users takes several seconds.  When I try running the exact same command using Invoke-Command I get a response back in 25-30 seconds typically but the Workflow Automator never gets anythingTesting using a simple sleep+date command shows that 15 seconds usually works, 20 seconds only returns on rare occasions and 25 seconds never works.Sleep -seconds 20Get-DateAm I missing something, or is this a limitation where it won’t collect the return value/status when the call takes longer. I’ve been able to validate that the actual process completes on the remote machine through start/stop-transcript, so it isn’t a failure to run, simply to return the information to Fresh.

1
LNew
Top Contributor
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What's next for your IT support or ITSM capabilities?

When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit your organization.So, what ITSM capabilities would you like to add into your organization next? And what’s stopping you doing so?Please let me know as a response. Thanks.=> I asked this a while back but thought it worth another try given that I’m about to run a quick poll on the order of ITSM capability adoption... 

0
manns
Skilled Expert
8 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

Reassign employee assets to reporting manager when employee is disabled

I have a requirement to reassign hardware assets of an employee to its reporting manager when the employee is disabled manually or through any process. How can I achieve this functionality?How to detect the event of an employee disabling?

0
B
Skilled Expert
8 months ago
G
Apprentice
gigasloopApprentice
asked in Freshservice

Adding CC to Service Request via API

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

7
chris-ziko
Community Debut
8 months ago
D
Apprentice
danielmApprentice
posted in Freshservice

Using Webhooks within Workflow Automation using API v2 with Freshservice

It took me a good deal of time to work out all the kinks in using Webhooks inside Freshservice workflow automation. I am surprised they don't have the option to create a ticket/child ticket built into the workflows already, but then again they are missing a lot of conditions/actions that should be available there. I found some documentation from several places that helped, some from Freshdesk API documentation, some from Freshservice API documentation, and some from some external sites. The fields required are all different between API's and Freshdesk and Freshservice from what I can tell. Using v2 of the API on Freshservice I still do not see a way to automatically create a child ticket linked to the original ticket. I found a field called "parent_id", but this field does not work with v2 API.To anyone that is not a programmer I suggest getting a program called SoapUI, this is what I used to test and find out what fields work and what do not, as there is not real way to see what

1
efhwl8566
Community Debut
8 months ago
Flow
Apprentice
FlowApprentice
asked in Freshservice

"Requested for" is not available for Service Requests

In servicedesk portal for logged in users (Requesters) “requested for” is not visible. If I log in with agent, I can nicely define “Requester” and also “Request for someone else”. We would like to enable everyone to open tickets on behalf of. What I am missing here?Requester /// Agent view:  In Support channels → Support portal “Allow logged in users for requesters when creating tickets or service requests” is enabled. In the Service Request items, settings seems to be also correct:  

6
zachary.king
Skilled Expert
8 months ago
K
Apprentice
kerwin.ZGFApprentice
asked in Freshservice

How to add a user to an AD security group from a sevice request.

Hi, I have a security group in AD that my agents add requestors to and that security group membership determines who receives or loses an adobe creative cloud license. Currently I have a form on our intranet site that creates a ticket in Freshservice and my agents pick up the ticket and add the requestor that security group. I would like to automate this further, by adding a service request to my portal and making users use that to request an adobe license. When they submit the request I would like for it to add the requesting user to the AD security group. This way I don’t have to waste an agent’s time with adding a user to a security.  Is this possible? If so how would I go about doing that?

5
zachary.king
Skilled Expert
8 months ago
zach.schmidt
Skilled Expert
zach.schmidtSkilled Expert
asked in Freshservice

Best way to link workflows together?

I am hoping to have a workflow, kick off another workflow (or a few). Right now, I have been trying to add a tag, then the second workflow sees the update and then checks for the tag. The problem is “System” changes aren’t registering as an official update. Are there better ways to link workflows together? Workflow A: Send for approval, after approval adds tag “Provision”Workflow B: Watches for update, if update made AND tag “Provision” exist, then provision access. This allows for less congestion, and I could change the tags to send it Workflow A’s result to different workflows. 

9
zachary.king
Skilled Expert
8 months ago
T
Top Contributor
thusep8652Top Contributor
asked in Freshservice

Workflow action send email placeholder fields empty

I tried the above post, but I don’t have the placeholders in my menu (it is empty):I would like to send an e-mail to a field which contains a comma separated list of email addresses.  If I try to manually type in the placeholder variable from another action, it won’t stickVideo: https://i.imgur.com/lv57hEf.mp4

1
Daniel Söderlund
Skilled Expert
8 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

Hey everyone!We are excited to introduce the Freshservice Ninja Challenge, an initiative where we want you to share your Freshservice expertise. Inspired by @keefe.andrews and the wealth of knowledge our community members possess, we want to create a focused platform that facilitates sharing product expertise with the community!What is the challenge all about?We wanted to create a compelling platform for our members that eases the process of sharing, discovering and learning some of the innovative ways of using Freshservice. Imagine getting to learn innovative practices from so many Freshservice users. Now that’s something we are sure will open up innumerable possibilities. Who is it for?Anyone who has used Freshservice - our IT Service Management tool, at any capacity within their organization or for their business.How to be a part? Share how you are creatively using workflows to enhance Freshservice at your organization and post  in the comments section. For inspiration, check out Ke

227926
rashmi.nag
8 months ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Freshservice

Major confusion with CC function with Freshservice

Hi guysIm struggling to get to grips with the CC function in Freshservice and wondering if the community can help (after being none the wiser with Freshservice support)Email NotificationsMy testing has shown that CC’d users only get email notifications on the followingNew creation of a ticket that the user is CC;d to Agent replies to the ticket Comment by the requesterCC user does not get email notifications when an agent adds a public note to the ticket. Is this correct/by design?I have also noticed that when the agent replies, the email notification template used for the CC’d user is Agent Reply Template. This template is also used for replies to the requester. My Agent Reply Template has configured in the body of the email, the Private ticket URL of which the CC’d user cannot access. Is your Agent Reply Template configured with the public or private url? Please can you check this as I am not sure if i have deviated from the default that Freshservice set.Public ticket urlI have only

2
A
Skilled Expert
8 months ago
desktopsupprt1
Apprentice
desktopsupprt1Apprentice
asked in Freshservice

Highlight lines in tabular view

When in tabular view, can we highlight say lines of tickets with a certain status, say “Pending”. Our previous system could do this, but I don’t see any way in Freshservice. In other words, if I’m looking at a sheet of unresolved tickets, it would be helpful to have all “Pending” tickets highlighted in blue, or pick, or whatever - to visually distinguish them from the Open tickets.

0
desktopsupprt1
Apprentice
8 months ago
S
Apprentice
SimonLApprentice
asked in Freshservice

Hiding Menu in Header

Hello All, is there a way to hide specific Menus like “Solutions’ or Service Catalog” in the header of the portal.What is “menuitems” refering to in the following  Header code..<ul class="topbar__tab-menu">                {{#each menuitems as |menu|}}                  <li class="topbar__tab-item">                    <a class="topbar__tab-link topbar__link {{menu.class}}" href="{{menu.url}}" {{#if menu.external_image}} target="_blank" {{/if}}>                        {{menu.text}}                    </a>                  </li>                {{/each}}</ul> Thanks for your help !

2
C
Top Contributor
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Very important roles — the VIR (rather than VIP) list

A Community post reminded me of something I once wrote on very important roles as an addition to VIP lists. Here’s an abridged extract:This is nothing new; I was using one ten years ago (now 20 years ago). But VIR lists aren’t as common as they should be.It's simple - you take what you do for VIPs and replicate it for those business roles that are critical to business operations.How do you work out what they are (and who fills them)? Speak to your customers. These very important roles could be anywhere but, importantly, their IT might be critical to their role, and what they do in their role might be critical to business operations.So where are your VIRs and are you giving them the support they need?

2
manns
Skilled Expert
8 months ago
R
Apprentice
rgilliamApprentice
asked in Freshservice

New Hire ticket comes in I want to take a parent ticket and link it to the child tickets how do I do that

If user put in a new hire I want the tickets to come in already linked to the parent ticket and not creating multiple tickets. Just one ticket and the rest child tickets 

1
zachary.king
Skilled Expert
8 months ago

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