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Employee Experience

1683 Topics

PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Freshservice

Agent Information in Notifications

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

1
eeha0120
Skilled Expert
15 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Freshservice

liquid filter to extract information from an email body into fields

I’ve been trying, like really stressing, to find a way to take an email sent into my FreshService, pull out details from a consistently formatted body, and populate fields in a ticket with the data. The email body consists of the following: Name : JASON TESTSamAccountName : JTESTDistinguishedName : CN=JASON TEST,OU=USERS,OU=TEST,DC=contoso,DC=comSID : S-1-5-21-953425057-2096312333-931750244-25872Description : CORPORATE - GENERICEmployeeID : 79998employeeType : SalariedEnabled : TrueaccountExpires : 1/11/2023 12:00:00 AM I am trying toextract the text after Name: as a string  extract the number after EmployeeID: as a numeral extract the data after accountExpires: as a dateand put each of those extractions into a corresponding service request field. I was given this expression, which when it sees a hashtag (#req) in the email body finds the email address of the original sender from a forwarded email.substring( '{{ticket.description}}', indexOf( '{{ticket.description}}','#req',0)+5, index

14
JTAVOLARO
Skilled Expert
15 days ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

WFA fail to read Custom object

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload.Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well?//Daniel 

0
daniel.soderlund
Skilled Expert
15 days ago
C
Apprentice
CassandraApprentice
asked in Freshservice

How do you manage Leased & Owned Assets in AMDB

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?

2
C
Apprentice
16 days ago
H
Apprentice
heather.stockwellApprentice
posted in Freshservice

How can I report on when Solutions articles need to be reviewed?

I'm entering review dates for solution articles but I can't see any easy way to report on these so that I know which ones need reviewing each week.  Is there an easy way for me to do this?

3
C
Community Debut
17 days ago
T
Apprentice
TomPedersenApprentice
asked in Freshservice

Combining expressions inside each other

I am trying to make the expression build the email for new employees. Its real simple, first inital, last name. I cannot seem to combine a concat and a charat in the same expression so it can scrape the first inital of the first name, get the last name from the ticket, and then combine it all together. I was thinkingconcat('charAt('{{ticket.onboarding_request.actor_1.cf_employee_name}}', 0)',  '{{ticket.onboarding_request.actor_1.cf_employee_last_name}}')Result: charAt('Value 1', 0)Value 2But this does not work. I have tried to play with the parenthesis and quotes, so if one is off here that isnt the problem

2
afautley
Skilled Expert
17 days ago
Malcz86
Apprentice
Malcz86Apprentice
asked in Freshservice

Azure Orchestration - Updating Line Manager

Hello,There doesn’t seem to be an option to update line manager in Azure AD via an orchestration, we were hoping that we could add line manager to new starter forms so they are automatically added to a new user account when its setup.We use SSO with Azure AD for our Fresh Service, so this also means Fresh Service requesters should have their line managers listed.However doesn’t seem to be an option, am I missing something, or is this in development?

0
Malcz86
Apprentice
19 days ago
Alex a User
Apprentice
Alex a UserApprentice
asked in Freshteam

Support not reacting at all

We were pleased with Freshteam until the end of last year, when all of a sudden, everything went down.I want to share my experience with you as something like this never happened to me, and I'm actually buffed on how they manage not to react to support requests.Since 21.12. we have a ticket open for applicants that fill out their details but do not see them in the generated contract anymore. Beginning of January, all of a sudden, details like date of birth, residential address, and reporting manager from random employees went missing. No support on that matter since then at all. Now, for the last couple of days, we are not even able to sign into Freshteam anymore as the link to access is not working anymore. Also, if I try to sign in via the Freshteam website, it says our company is non-existent. This situation is getting ridiculous. We pay for the most extensive package possible and cannot access the site nor get feedback from the support. 

2
alyssia.correa
20 days ago
N
Contributor
NC39Contributor
asked in Freshservice

Adding Manager attribute using Azure Orch - Create User

I’ve got a workflow going to automate creating new user accounts when receiving onboarding tickets. The “Create User” acion is missing inputs for some attributes, but I was able to get city, state and country added in custom attributes.{    "city": "{{R1.city}}",    "state": "{{R1.state}}",    "country": "{{R1.country}}"}My final hurdle to completing the automation is passing the reporting manager selected in the onboarding form to Azure as the user’s manager. Simply using the “manager” attribute does not seem to work.Is this possible?

1
N
Contributor
20 days ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
asked in Freshservice

Many blank rows get inserted when editing ticket description field

Many blank rows get inserted when editing ticket description field

7
J
Skilled Expert
20 days ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
asked in Freshservice

Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support 

0
BrynCYDEF
Skilled Expert
20 days ago
P
Apprentice
Pchacon82Apprentice
asked in Freshservice

Skip closed ticket notifications

In the Workflow Automator, there is an action to skip new email notifications.  Is there a way to skip closed email notifications?  

8
Jerome
Community Debut
20 days ago
P
Apprentice
philip.eplingApprentice
asked in Freshservice

Can the text of a Solution Article be automatically added to a ticket note?

I’ve so far been using links to my solution articles as notes in my tickets via Workflow Automator, however, the CIO wants the static text of the article added to the ticket every time (since the article text could be changed at a later date and would thus not reflect what the agent was instructed to do at the time the ticket was worked). I know that the agent can manually insert the text of a solution article into a note/reply, but I was hoping it was possible to use Workflow Automator to perform this step instead. Any thoughts? Thanks!

0
P
Apprentice
20 days ago
Dani
Apprentice
DaniApprentice
asked in Freshservice

Business Rules - Automatically setting a drop down option depending on group

HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani

1
eeha0120
Skilled Expert
21 days ago
Trevor Cooper
Contributor
Trevor CooperContributor
asked in Freshservice

CSAT response workflows

We have a simple CSAT survey setup, which we can run a periodic report on.  However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then:Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

0
Trevor Cooper
Contributor
21 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

[Poll Time] Which Marketplace App for Freshservice would you like to learn more about?

Hello!As we look into planning for the next year, we’d love to hear your thoughts. Take a few second to answer the poll below.Feel free to comment below if you have requests for apps that aren’t mentioned here.Bonus: Also share how your holiday plans are looking like! 🎄🎁🥂

2114
JTAVOLARO
Skilled Expert
21 days ago
M
Contributor
michael.fongContributor
posted in Freshservice

Inventory management question?

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

8
raymondcanilao
Skilled Expert
22 days ago
rromine
Apprentice
rromineApprentice
asked in Freshservice

Templates in Solutions for Freshservice

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

10
D
Apprentice
22 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

2
PatrickMurphy
Skilled Expert
22 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Maintaining Service Item

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?

1
PatrickMurphy
Skilled Expert
22 days ago
joselguerra
Apprentice
joselguerraApprentice
asked in Freshservice

Department Ticket Queue and Personal Queue

Hi There,I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.Thank you in advance for your help

1
PatrickMurphy
Skilled Expert
22 days ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Freshservice

Ticket approvals for transferring employees

We are running into issues processing approvals for employees that are changing departments.  When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor.  We are wondering if others have run into this issue and if so, how you resolved it.

1
PatrickMurphy
Skilled Expert
22 days ago
F
Apprentice
FSEnthuApprentice
asked in Freshservice

Hide/Disable the Reply Box on the Support Portal when ticket is closed

Is there a way to Disable/Hide the Reply box on the support Portal when the ticket Status is closed?I can setup a workflow that to send email to customer when user adds comment on the closed ticket. But that’s a secondary. Primarily, user should not able of reply on a closed ticket or the REPLY box should be disabled or hidden.

3
afautley
Skilled Expert
23 days ago
N
Apprentice
NinaworksApprentice
asked in Freshservice

Attachments with changes

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

2
N
Apprentice
23 days ago
C
Apprentice
choytApprentice
asked in Freshservice

Azure Devops - Orch add attachment

Hello,I’m trying to add an attachment using the App Node Azure Devops Orch Add attachment but I keep getting an error 403 you are not authorized. Has anyone got this to work? The Create/Get Item works just fine.

3
A
Community Debut
23 days ago

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