Employee Onboarding - Send Email?
Hi there,I’m trying to figure out a way to set up Employee onboarding so that the person filling out the form declares a supervisor and then the supervisor gets an email giving them a heads up that a new onboarding request has been submitted, and that they can go to the service catalog to set up any additional services needed.The problem:We could add the supervisor as a stakeholder, and setup a kit but we don’t want the user creation process being held up by waiting for an approval/additional info from the supervisor. The thought is after the workflow orchestration does everything, we have a Send Email to action at the end to send an email to the supervisors email, but unfortunately that action doesn’t allow placeholders in the to field.I could get around the issue by using powershell, but I wanted to see if there was something I was missing and an easier way to go about it.
How to allow requesters access to view tickets in Freshservice
I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director. We want to allow my supervisor, manager, and director access to see any tickets I have submitted. For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”. That works for requesters that are in the same department but most of our managers and directors are in a different department. Is there a way for a requester to view tickets submitted by a requester in another department?
Options For Ease Of Logging Telephone Tickets
I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed. Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily?
How's your IT self-service?
Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?
ITSM and Digital Transformation?
Last month I shared some stats about the link between ITSM and digital transformation success: It didn’t get any traction but I thought it worth “banging on” about the link between ITSM and DX again. IMO it’s a missed opportunity for IT organizations to further show their business value. What do you think? And what are you doing? Please let me an others know via a response.
Freshteam - Employee Type
Hope to get some help with Employee Type- can I amend the list in any way? Currently it has: Contract, Full Time, Internship, Part Time, Temporary, Seasonal, Volunteer, Fixed term contract, Secondment. I need to have: Permanent (missing in current list- it’s different that contract- meaning contractor), Contract, Internship, Temporary, Seasonal, Volunteer, Fixed Term contract, Secondment. And need to separate full time and part time as a separate record. Unfortunately it looks that Employee type is a mandatory field and cannot be changed, but the way it currently is set up really doesn’t help Many thanks for advice!
Active Directory Orchestration Bug - Account Creation
I found some bugs in Freshservice’s “Microsoft Active Directory – Orch” app. 1. I found the account creation PowerShell Script isn’t sanitizing the -AccountPassword flag’s ConvertTo-SecureString value, so you’ll get the following errors if the password contains some special characters.New-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString goo)Club19 -AsPlainText -Force) for example will generate error:Unexpected token ')' in expression or statement.OrNew-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString eUU9&k=wK -AsPlainText -Force) will generate:The ampersand (&) character is not allowed. The & operator is reserved for future use; wrap an ampersand in double quotation marks ("&") to pass it as part of a string.ConvertTo-SecureString’s value needs to be in quotations to successfully run, or the value should be a variable.https://docs.microsoft.com/en-us/powershell/module/microsoft.powershell.security/convertto-securestring?view=powe
Customizing the service portal new ticket form
I’d like to customize the new ticket form in the Service Portal. I was able to find the New Ticket portal page in the Helpdesk Rebranding section. I was wondering if it were possible to add an additional required field where the user can enter information on their issue which can be added as a note to the ticket separate from the ticket description. If so, I’m open to suggestions on how I can do that. I believe this page is in HTML, but that knowledge is a little beyond my skill set.
Automatic workflow for shared folder access
Hi everyoneI’m trying to implement a workflow where a user can request the access to a folder through the service catalogue. I was thinking to accomplish it this way:User request and fills in the request form the exact name of the folder i.e., Marketing - this is working The workflow starts with the AD orchestration “get group” properties managedby - this is working I use the field from the request form a syntax and add our groupname prefix AD orchestration “Get User Details” adding the result from managedby to the name field - this is working Send email for approval - here I have the issue. How can I accomplish to send an email to the result of the user details. I can take the SAM account name, which is the email address in our case.Thank your for all your suggestions.
Pasting screenshots when submitting service requests
Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Has anyone found a way to allow pasting of screenshots into new service requests?
Handling subscription based software
I need to manage AutoCAD, that we have a subscription based license. However we currently have multiple versions in the software catalog that use the single license subscription. I cannot find a way to tie multiple software versions to a single license in Freshservice. Any guidance would be amazing.
API issue with Priority | Postman | Freshservice
Hello,I am trying to make a ticket via Postman. As I define priority as value 4 which is Urgent in Postman. But as I create a ticket my ticket get priority as low which should happen, No workflow are working.Also I have tried in new Instance and Same Problem. I am attaching some Image for referenceCheck Priority
I recently switched from Manage Engine Service Desk Plus (MESDP) to Freshservice. One very disappointing issue which I was told wasn’t going to be an issue by sales (go figure) is that in MESDP you could create a project and invite as many viewers to your project as you wanted, you could even assign users outside of your department, outside of your company tasks to complete. It was also very easy to report on, scheduled HTML IN LINE reports that would come to your desk daily. I could be wrong and if I am please tell me, but in freshservice each person has to have license to edit, view, be assigned tasks, etc. And reporting is USELESS.I have had to scrap using Freshservice for project management, but I couldn’t go ask for MORE money so I am using Microsoft Planner tied to a sharepoint page. It works, but I still wish for integrated project management that was usable and didn’t require me to license half the company to use effectively.Mainly a rant, so that maybe someone will fix it
Alert Profile for Meraki Dashboard API/Webhook
I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!
What's the one thing your IT service desk does differently?
Often we don’t know that what we do is different or even special. It made me wonder what other IT service desks might be doing that others should adopt too (or at least consider whether it would help their operations).So, what is your IT service desk’s differentiator, USP, or simply a little piece of genius that makes things better? It could be multiple things and don’t worry if it’s not unique, it still might be something that others would love to be doing/using too.Please share as a response. Thanks.
Benefitting from ITSM membership organizations
The ITSM and IT support worlds have long had industry membership bodies such as HDI, SDI, and the country-specific itSMF organizations as mechanisms for accessing best practices, benchmarks, and future insights.Are you a member (either individually or corporately) of an ITSM or IT support body? Please let us know if your answer is:Yes - why and what you receive No - why and what has stopped you (this might be that you once were a member)Plus, what could this community learn from such membership bodies (good and bad)?Hopefully you can spare a few minutes to respond. Thanks.
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