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1889 Topics

J
Apprentice
johnlinuApprentice
asked in Freshservice

Additional supported attributes to create a fresh service ticket

Hi,We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes."subject" "description" "email""priority""status""custom_fields" : {   "application"   }We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link."group_id" "department_id" "category" "sub_category" "item_category"But we are getting the below error and would like know the supported attributes in the payload."Errortype": {      "identifier": "BAD_REQUEST",      "parentErrorType": {        "identifier": "ANY",        "namespace": "MULE"      } Let me know if I need to provide any other details. Any help is appreciated. Thanks,John Linu

3
J
Apprentice
10 months ago
S
Contributor
steveo3140Contributor
asked in Freshservice

Best way to add two levels of No response Breach

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

2
zachary.king
Skilled Expert
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

0
manns
Skilled Expert
10 months ago
sayampol
Apprentice
sayampolApprentice
asked in Freshteam

Can I upload an employee picture through REST API?

I am finding an API to post an employee picture to freshteam. But I cannot see it. Please recommend me if someone has this experience. Thanks

0
sayampol
Apprentice
10 months ago
J
Top Contributor
JonOTop Contributor
asked in Freshservice

Automatically associate assets to incidents

Hello FreshService Bods!  Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ???  I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

8
KrisC
Skilled Expert
2 months ago
J
Top Contributor
JonOTop Contributor
asked in Freshservice

Automatically associate assets to incidents

Hello FreshService Bods!  Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ???  I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

3
zachary.king
Skilled Expert
10 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
K
Top Contributor
kenrisdonTop Contributor
asked in Freshservice

Workflow automation with condition "loop"

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down.  In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account.  I then want to be able to check if other options were selected from the forms drop down.  Which will then create separate tasks to create specific accounts.  Is there a way to “loop” down to the next Condition after the first Condition has a positive result?  Is there another/better way to do this?  Thanks.

7
Daniel Söderlund
Skilled Expert
10 months ago
M
Apprentice
mudgyfudgy
asked in Freshservice

Requestor Solution Layout Suggestions

Hi All,I’m looking at revamping the solutions articles that I have for both requestors and agents, and wondering if anyone has suggestions from what they’ve done.For a bit of background, our company has 4 sites in the UK and US,We will be making a category per site with folders in for hardware, software, telephoney etc. Then a separate folder for agent solutions.What are your thoughts on this and do you have any other layouts that have worked well?

0
M
Apprentice
10 months ago
J
Apprentice
jered.ortlipApprentice
asked in Freshservice

iOS App - Add Cc for requesters

We have a number of employees in the field who use Fresh Service’s iOS app to submit tickets and service requests. Those requesters have been unable to “Add Cc” when they submit a service request through the app. The field for Add CC shows when they are submitting an incident ticket, but it does not show for service requests. These same users are able to log in on a laptop and have the option to Add CC, so the issue seems to only exist in the app… specifically with requesters because agents have the option to Add CC on a service request in the app. Does anyone know of a setting or something we may be missing? We do have the box checked in Admin > Field Manager > Form Fields. 

0
J
Apprentice
10 months ago
J
Contributor
jrandersonContributor
asked in Freshservice

Azure AD - Orch - Office Location (physicalDeliveryOfficeName)

Hello,I’m designing a workflow using Azure AD Orch that will Create Users. The action Create Users does not have a default payload field for Office Location, which I find bizarre because they even mention this field as an Output in their instructions. How can I successfully populate this payload? I’ve tried the following in custom attributes:{{ticket.onboarding_request.actor_1.cf_location}}{{A1.officeLocation}}I’ve even tried using the extension_json for my Azure AD Orch_ physicalDeliveryOfficeNameThanks! 

1
zachary.king
Skilled Expert
10 months ago
S
Apprentice
sumanth_paraApprentice
posted in Freshservice

Node.js Deployment steps request

Hi Team,We have been working on integrating freshservice and JIRA tools. Everything is working well but the attachments from freshservice are not uploading to JIRA. So we have implemented a node.js application in our virtual machine server which will help us in moving the files from freshservice to the virtual machine and from that machine we are trying to move the files to the JIRA. The application is ready but we got stuck at deploying the Node.js application in our companies virtual machine server.So we are requesting you to share us the steps involved in deploying the Node.js application in a VM server.Kindly let us know if you have any queries. Thanks.

0
S
Apprentice
10 months ago
G
Apprentice
gn_lrApprentice
asked in Freshservice

Deploying discovery agent with JAMF

Has anyone gone about installing the Freshservice discovery agent via JAMF? It looks like the PKG installer requires the configuration.json in the installer directory to add it to the tenant. Is this possible via a bash script or similar?I do so the Installing the Agent on multiple Mac devices using Remote Install Tool section of here, its unrealistic to be pre-filling a TXT file every time we image a new device.  

1
G
Apprentice
10 months ago
StephanieD
Apprentice
StephanieDApprentice
asked in Freshteam

Adding resume info to employee file

Is there a way to pull employee data from their resume into their education/employment fields in the employee database?

1
Gautham
Community Debut
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Freshworks IT Service Desk Benchmark Metrics Discussion Recording

The discussion on IT service desk metrics and the Freshworks benchmark data is now available:  

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

Analytics - Sorting of Values

is there a way to sort the value from highest to lowest count? 

1
zachary.king
Skilled Expert
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Anyone successfully using the KCS methodology with insights and tips to share?

Research shows that far too many organizations still struggle with knowledge management.Knowledge-Centered Service (KCS, and formerly known as Knowledge-Centered Support) helps. But in my experience this is geographically popular with some regions more likely to use it than others. So who is using it and where? And what would you advise others on re its use? Thanks :)

1
PAWAN KHATAWANE
Community Debut
5 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Freshservice

Ideas and projects with Low Code / Uiflow

Hello everyone,  I think we should have a thread about Low Code/uiflow. Ideas what to use it for? Already plans / projects ?  

0
Daniel Söderlund
Skilled Expert
11 months ago
cinan
Apprentice
cinanApprentice
asked in Freshteam

Freshteam Job listing Widget shows loading when no listings are available

With empty job listings, freshteam widgets shows loading spinner, how can i avoid this. Is there a specific way to identify this. I am using this on a laravel blade file with js

1
Gautham
Community Debut
10 months ago
G
Apprentice
gmhApprentice
asked in Freshservice

FreshService Teams ServiceBot not allowing simple forms

When we first installed the ServiceBot in Teams, it would allow users to enter data into forms from within Teams. Now it is forcing everything out to the Portal. I am well aware that this is expected for certain form types, but it happening for everything. Is anyone aware of a setting which might be causing it to default to always go to Portal? Many thanks 

2
zachary.king
Skilled Expert
10 months ago
G
Contributor
GeauxTigersContributor
asked in Freshservice

Remove Service Catalog for non-employees

I do not want non-employees to see the service catalog on the portal when they log in.Is there a way to make that link visible only to employees when they log in?I would prefer it if the only thing non-employees could do is create tickets, respond to tickets and view kb articles that we have made public.Thank you so much for your time!

2
G
Contributor
11 months ago
S
Apprentice
SprintTransport_DaveApprentice
asked in Freshservice

Portal: Rename Service Request

My users are totally confused about the difference between “Report an Issue” and “Request a Service” on our portal.We want our users to ONLY use Request a Service for IT Requisition items and NOT to report an problem with a piece of hardware they already have.How can I customize/rename the Request a Service section card? I’ve reviewed the customization and all I can find is the HTML below. How do I adjust the card data behind this?What I specifically want to achieve is to rename “Service Request” with “IT Requisition” and change the text from “Raise a request for a new device, software or service” to “Create a requisition for IT devices, software or services.”   <section id="cards-banner" class="banner-{{cards.length}}">  {{#each cards}}    <a href="{{url}}" class="card" {{#if external_image}} target="_blank" {{/if}}>    {{image src=img alt="" role="presentation" class="elem-inline-mid" }}      <div class="elem-inline-mid">        <h3>{{title}}        {{#if exte

2
S
Apprentice
10 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Field Service Management

Hello, Anyone knows if the Field Service Management will come to Freshservice?I see a big use for this if you have a group for onsite support.  //Daniel 

1
manns
Skilled Expert
11 months ago
A
Apprentice
apalguptaApprentice
asked in Freshservice

Configuration Key for Helpdesk URL

Does anyone know the Configuration key for Helpdesk URL for Freshservice mobile app?We are deploying the app on end user mobile devices and need to auto-fill the Helpdesk URL.Thanks  

7
D
Community Debut
6 months ago
K
Top Contributor
kenrisdonTop Contributor
asked in Freshservice

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module.  We need to send approval requests to team members other than the Dept Head and Reporting Manager.  I’m trying to create a workflow automation that will send out the approval emails but have run into this problemHas anyone found a work around to this problem?  I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email.  Any guidance is greatly appreciated.

11
R
Community Debut
1 day ago

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