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1778 Topics

rc-donalhunt
Apprentice
rc-donalhuntApprentice
asked in Freshservice

Retrieving approval status via FreshService v2 api?

As part of some automation we are intending to implement for account provisioning, I would like to be able to see the approvals that have been requested and granted? In the UI I can see the requests being sent to approvers but I don’t see a way to retrieve the approvals via the API. I believe the approvals are being gathered through the use of Workflow Automator. Am I missing something? Is it possible to retrieve these approvals and their status?If not, any suggestions on the best way to track approvals so we can pull them programmatically? Our intent is to follow the “trust but verify” philosophy. It helps with auditing in the sense we can capture a list of requests and who provided approvals. Thanks!

2
rc-donalhunt
Apprentice
8 months ago
P
Top Contributor
PGauravTop Contributor
asked in Freshservice

No dropdown options in expected output

Hi team,In the workflow Automator, there are no other options visible (unable to select) in ‘Expected Output’ of condition tab.It only shows Boolean as option. See below screenshot.Why other options are not visible like Datetime. Thanks!

2
zachary.king
Skilled Expert
8 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
8 months ago
f.chalissery
Apprentice
f.chalisseryApprentice
asked in Freshservice

Programmatically create Workflow Automators

Is there any way to programmatically create Workflow Automators in Freshservice (perhaps through the Freshservice v2 API)?

2
zachary.king
Skilled Expert
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Chat (rather than chatbot) success?

Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

2
manns
Skilled Expert
8 months ago
M
Apprentice
mgfealApprentice
asked in Freshservice

Project Management - Doubts

Hi,We are starting to work with Freshservice and we are starting with the Projects part.We are starting to add task lists, with their tasks, indicating times for each one. The first problem we see is that the Gannt chart display is only for days. Our first project is a weekend, so we need to "zoom" in order to see the detail of the tasks. Some last half an hour and in the diagram they occupy a full day.Another issue that we don't know how to do is that the task lists are displayed in the order that they were added. We don't know how to reorder them. Is this possible to do?Thanks!

2
S
Community Debut
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Some Handy IT Support Definitions

I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick

2
manns
Skilled Expert
10 months ago
M
Top Contributor
Matt HTop Contributor
asked in Freshservice

Assigning Manager to Azure user at onboarding?

When onboarding our users to Azure (With Azure Orchestration) one, among other things, that are requiered in the form is Reporting Manager. We’ve now tried to get the Reporting manager assigned to the manager field (with App action Assign Manager) on the user in Azure, but it fails. The System Message when I check the log is: “Resource 'FirstnameLastname<firstname.lastname@email.com>' does not exist or one of its queried reference-property objects are not present” Anyone know how we could get this to work? ThanksMatt

2
M
Top Contributor
9 months ago
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

Reader Fields are not included in "create & associate projekt Task" Workflow Automator

Hi there,i have created a custom object with 2 fields an identifier and an url,In my Workflow Automater i use the reader to identify the entry and write it to a ticket note in the Freshservice Ticket.This works like expected!But if i use the same to create a project Task, the reader field values are not included in the description for the project task.Also i missing the functionality to format the task description.Can someone explain this or is this missing for creating project tasks?Thanks,Stefan  

2
zachary.king
Skilled Expert
9 months ago
Sha.hussain
Apprentice
Sha.hussainApprentice
asked in Freshservice

Multiple Instance Setup

Hi - Has anyone had any experience of setting up multiple environments? I appreciate we have a sandbox and production/live instance, but we are keen to have other boxes (multiple environments for different sections of our org to allow us to test them concurrently). Any options discovered would be appreciated.

2
Jayesh urath
Contributor
8 months ago
cool1412james
Apprentice
cool1412jamesApprentice
asked in Freshservice

Filter Requester does not support updated_at?

Hi I’m having trouble getting all the requesters based on updated_at in Freshservice.For example https://domain.freshservice.com/api/v2/requesters?updated_at=2019-10-02T02:00:00Zresults in 400 BAD request with{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

2
cool1412james
Apprentice
9 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

Converting Incident to Change

Dear All, Can someone let me know what happens when you convert or associate an Incident to a Change? What happens to the SLA for the incident.Let’s say we have an incident which has been due for resolution for some time as its actually a change which needs to be implemented. What happens to the SLA when we create a change and associate with this incident.

2
B
Skilled Expert
8 months ago
BryceK
Top Contributor
BryceKTop Contributor
asked in Freshservice

FS Ticket List Filters

How does the community feel about the ticket filters? I have a need to filter tickets to a specific region/group and this is easy but then I want to exclude certain groups/people from the list. I have not found an easy way to do this. My current workaround is going to the tickets I want to monitor and tagging them so I can search with that tag. The issue is if a new ticket comes in that I have not tagged, I will not see it. Other attempts:I cannot use a requestor group to filter tickets, only AGENT groupsI can only search up to 3 requestors at a time, the group I need is 5-6 members Just curious how many others would use/advocate for an exclusion filter on tickets or including requestor groups in the “Groups” ticket filter?

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

Enterprise Service Management - "the one thing"?

Alan Berkson and I are recording an enterprise service management (ESM) video-on-demand talk today and it got me thinking about the key factors involved in organizations either adopting or not adopting an ESM approach.So, if your IT organization is already sharing its ITSM capabilities with other business functions, what would you say was the one thing that spurred it to do so?Or, if there’s no sharing of ITSM capabilities with other business functions, what’s the one thing that has prevented this?I look forward to your response(s).

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

Plans for System Administrator Appreciation Day?

System Administrator Appreciation Day is on the 29th July https://sysadminday.com/What do you have planned? Please share with others :)

2
rashmi.nag
8 months ago
JGFresh
Apprentice
JGFreshApprentice
asked in Freshservice

Restrict group selection while submitting incident

Is it possible to restrict which groups can be selected by a Requester when submitting an incident? For example, say we have groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams.  Ideally we only want the requester to be able to select group 1 or 2 when submitting their ticket. Is there a way we can do that?

2
JGFresh
Apprentice
10 months ago
A
Skilled Expert
AndyDibiasiSkilled Expert
asked in Freshservice

But? How to show/hide Content Fields via Business Rules?

Hey there,I’m trying to show/hide content fields via Business rules, but there seems to be a bug and they don’t react on the field type “Content”. The use case is to show different instructions for the Description field, depending if the requesters reports an IT issue, or an issue with a company car or…Is the bug known? Is there any workaround?The secondary approach of nesting right inside form is not applicable, as the main-topic selector is not next to the Description field, we have detailed other form fields inbetween, so it would be bad UX to place the advice there. Cheers,Andy

2
zachary.king
Skilled Expert
8 months ago
R
Apprentice
RavendrababuApprentice
asked in Freshservice

Solarwinds Reset Condition is not resolving incidents in FS

We have recently purchases fresh service product, when Solarwinds NPM  integrated with FS, based on the trigger condition, Solarwinds is forwarding event to FS for creation of auto incidents.Challenges:As per SolarWinds trigger action Event is converted into Incident in FS, when same reset action is triggered from SolarWinds, FS is not auto resolving the Created incident for same CI. Is there any additional settings we need to do it on FS. 

2
R
Apprentice
9 months ago
C
Apprentice
cmartin322Apprentice
asked in Freshservice

Creating an email alert for a custom ticket date field

We are using a custom ticket date field called ‘Pending Date’ for tickets that require future dated action, however, I am trying to create a way of creating an alert when we near this ‘pending date’.Can anyone provide any guidance on how this can be achieved?TIA

2
BrynCYDEF
Skilled Expert
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

Your "Fab Four" ITSM Processes?

While sat here working, I’m playing a George Harrison LP that made me think of The Beatles, i.e. the Fab Four. For some reason, it made me wonder which ITSM processes or capabilities would make your organization’s “Fab Four.”Please let me know as a response. Thanks.You can tell it’s Friday afternoon here in the UK ;)

2
manns
Skilled Expert
9 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
8 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
8 months ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Freshservice

Due Diligence on 3rd Party App Intune

Hi AllI recently installed the 3rd Party Tech Affinity App Intune to sync our mobile devices with Freshservice for Inventory purposes. This works well but its occurred to me whilst liaising with Tech Affinity for some minor assistance that Tech Affinity can see my Intune App settings from their servers. This got me thinking, what other information they can see such as our mobile device information etc and the fact I didn't really carry out any third party DD on them.Freshservice has a KB on the app here - Linkas well as being awarded FreshWorks “Best Design Partner” and “Authorised Solution Partner”- LinkAm I over thinking this?

2
Daniel Söderlund
Skilled Expert
8 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
8 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in SysAdmin Appreciation 2022

Coming Up: SysAdmin Appreciation 2022

Hello, everyone! 🤩How is your day going on?Sysadmin Celebrations 2022 Here’s a sneak peak of what you can expect Check-out what’s in storeI just couldn’t stop letting you know about what’s brewing in the community, especially for the SysAdmins/ IT Champions.Sysadmin Celebrations 2022The last week of July is here, and System Administrator Appreciation Day is coming soon (real soon). While I feel that there’s always an opportunity to feel grateful and to appreciate the work of our SysAdmins, this day is dedicated to you all, and we want to celebrate YOU with YOU!!We’re going to be having a host of fun things happening on July 28 & 29 on the Refresh Community! So I hope you will be a part of these and join the celebrations with us.Let’s get the party started!Here’s a sneak peak of what you can expect(you’ve got to wait a little longer to know what’s exactly going to happen!) 😉Check-out what’s in storeSubscribe to this post to stay updated about our upcoming activity schedule and how

1362
zachary.king
Skilled Expert
8 months ago

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