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Employee Experience

1905 Topics

W
Apprentice
wsunderlandApprentice
asked in Freshservice

Requester Copy Ticket Permission

Hello,I found an old article about creating multiple tickets from a single service request, in the forum it talks about an workflow automation that can copy all fields from the parent ticket and add a child ticket with an additional field to “Add note to child ticket”. Is this only possible for Agents to do or can Freshservice  allow requesters to submit a ticket through the requester portal and then once that ticket is solved or closed then the requester can copy/duplicate/clone the closed/solved ticket pulling in all of the original ticket information and add a note of what is needed for the new child ticket or allow the requester to just duplicate a closed ticket and all fields from the original ticket are brought in and the requester can just change any fields in the ticket? Creating multiple tickets from a single service request | Refresh Community (freshworks.com)

1
hexagm
Community Debut
10 days ago
priyaaaa
Apprentice
priyaaaaApprentice
asked in Freshservice

Not able to create fresh service ticket via API

Even though I’m passing API keyI’m still getting this error. I’m using a trail account{"code": "access_denied","message": "You are not authorized to perform this action."}

1
Daniel Söderlund
Skilled Expert
10 days ago
F
Apprentice
FSEnthuApprentice
asked in Freshservice

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

7
jerry76
Community Debut
10 days ago
G
Top Contributor
GeraldTop Contributor
asked in Freshservice

Missing operand expression builder trying to pull start date

Hello,I am using the Employee Onboarding Module. In my workflow automator, I am trying to pull that start date and set 48 hours before it as the date the ticket is due. I was told by Freshservice that I need to use expression builder as so:I have tried with _iso and without. I asked how that was an expression, and was told they’d submit a ticket for me and that should work.I tried date(“{{ticket.onboarding_request.actor_1.cf_date_of_joining_iso}}”) and that didn’t work either.

4
G
Top Contributor
12 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Hide "Was this Answer Helpful" From KB

How can we remove/hide the “Was this Answer Helpful” from the bottom of each KB article?   

3
eeha0120
Skilled Expert
13 days ago
T
Apprentice
TazaApprentice
asked in Freshservice

Create approval workflow using MS Power Automate

My current license is Starter. I am fully aware that approval workflow feature is only available on Growth and above. So as an alternative, I would like to create approval workflow automation similar to Growth, but with MS Power Automate. I have create the approval workflow, however I do not have any idea how to link it. The approval workflow: specific ticket raised in Freshservice will trigger specific approval workflow on Power Automate.

2
T
Apprentice
13 days ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Freshservice

Change primary email address without creating a new contact

I have about 2500 contacts with a primary email address that has changed.How can I change the primary email address without creating a new contact.I tried just import a csv where only the primary email was changed and it created a lot of new contacts.Any suggestion is welcome.

3
E
Skilled Expert
13 days ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Freshservice

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece.  We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding.  How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list.  The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

9
patrickdeline
Community Debut
14 days ago
T
Skilled Expert
tyler.brandtSkilled Expert
asked in Freshservice

Ability to hide 'child request' forms from the main catalog in portal v2

Does anyone know how to make the script from this thread work in portal v2?I was using it in v1 to hide a category of child items that no one needed to see, but it doesn’t appear to do anything in v2.Code for reference:<script>var cur_loc = window.location.pathname, req_loc = "/support/catalog/items";if (cur_loc == req_loc) { jQuery(document).ready(function() { jQuery("#categories").find("[data-id='5000223941']").hide(); }); }</script> 

3
zachary.king
Skilled Expert
14 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.

5
zachary.king
Skilled Expert
14 days ago
J
Apprentice
joestractApprentice
asked in Freshservice

Can you report on items

can you report on items under categories and subcategories? 

1
zachary.king
Skilled Expert
14 days ago
I
Apprentice
ivvafhuiaduidhsasApprentice
asked in Freshservice

how to hide a card based on the requester group the logged user belongs to.

I want to hide a card based on the requester group that a user logged in to portal. Currently I can control to show the card only when they are logged in using the code below. {{#if portal.logged_in}}<card> test </card>{{/if}} but how can I get the requester group of the logged in user?  

5
T
Skilled Expert
14 days ago
Rino
Apprentice
RinoApprentice
asked in Freshservice

How to add sctipts in freshservice portal

I can’t able to get normal document ID on script. I think in new version, you guys using handlebarjs and emberjs.. How do we customize using script in portal?

2
T
Skilled Expert
15 days ago
M
Apprentice
mschallmoApprentice
asked in Freshservice

Personalized Email Replies Not Working in Outlook, but Works in Other Email Services

Having a frustrating issue with the “Use Agent names for Personalized Email Replies ?” option in Freshservice.  We have the option enabled, but when we reply to a user from the ticket, the email the user gets is from the Helpdesk Email address, and isn’t showing the name of the agent.However, it’s only not working within our corporate email in Exchange/Outlook.  If I send replies to my personal Gmail account, or someone else’s personal Yahoo account, the agent name is shown.I submitted a ticket to Freshservice support and they said the issue is on our end, and I agree, and I assume there must be some Exchange/Outlook config preventing this feature, but I can’t figure it out.  Does anyone know what could be preventing this feature from working in our environment?

3
M
Apprentice
15 days ago
Josip
Apprentice
JosipApprentice
asked in Freshservice

Main Admin can't see tickets or anything anymore

Hi,I was experimenting with admin permission and removed the main admin from the IT Workspace.I believe with that I lost the necessary roles to view tickets etc.When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?Can someone explain this to meKind regards,Josip

1
eeha0120
Skilled Expert
15 days ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Shared fields between service items when bundled

Hello, Is there a way to share the values selected when you have bundled SI? If you have a bundle for hardware like phone, computerExample, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards. 

5
M
Contributor
15 days ago
J
Apprentice
JanUfoApprentice
asked in Freshservice

Different Support Portal, solutions and Fields - is possible?

Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.

3
karren-becker
Contributor
15 days ago
KyleJD
Apprentice
KyleJDApprentice
asked in Freshservice

how to configure SAML SSO with ADFS

how to configure SAML SSO with ADFS

4
karren-becker
Contributor
15 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions.  I know it is possible, but cannot figure out how to do that?  Can anyone help?

2
Daniel Söderlund
Skilled Expert
15 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Tasks to Dashboard

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

0
S
Top Contributor
15 days ago
C
Apprentice
CecileApprentice
posted in Freshservice

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

Dear community,when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!Thanks,Cécile

3
eeha0120
Skilled Expert
15 days ago
François.R
Apprentice
François.RApprentice
asked in Freshservice

VMWare Vcenter 7.0 support

Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François 

1
T
Apprentice
16 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

What would you like to learn from our Freshservice experts?

Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section. 

1393
carlostipton1319
16 days ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Freshservice

Email fields in reply

Hello All,We are communicating with one partner using email. They have a non API-self build service tool.It would be great if we can use some information from their emails as input for our tickets in Freshservice.E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this.I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)RegardsEric

14
E
Skilled Expert
16 days ago
CountryCloudBoy
Contributor
CountryCloudBoyContributor
asked in Freshservice

Freshservice Intergation with Microsoft Sentinel

There was a thread on this question started over a year ago but no answer.  I am trying to setup integration between Microsoft Sentinel and Freshservice for a customer of mine.  We have the automation playbook setup using an example from another service desk logic app.  We are using the freshservice connector.  IT is asking for the username and password.  I am assuming this is an API username and password?  When trying an account and after creating an API Key for that account the connector still doesn’t connect.  Please check your account info and/or permissions and try again. Details: Please check your account info and/or permissions and try again. More diagnostic information: x-ms-client-request-id is 'A2FFE59B-BCD0-493A-9AA6-E1AF4AB16461'.

3
Daniel Söderlund
Skilled Expert
16 days ago

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