I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService
I have the following use case and i am wondering if it is possible today:Customer generates a ticket, they set a custom field to: Problem Type: 1 - Severe.Internally, i have another field that set's which tier/group should handle this ticket on creation. I want to be able to say things like: if ProblemType IS 1-Critical, set Tier to Tier2else set Tier to Tier1So a simple if/else structure. The second part of my question is - can i do if/elseif/else structures? Like the following:If field1 = X set fields1, fields2else if field1 = Y set fields1, fields3else if field1 = Z set fields2, fields3else set fields1, fields2, fields3Are either of these two use cases possible WITHOUT creating multiple rules?
The slack integration for fresh service breaks the ios app. I spoke with slack support and there is apparently a known bug in slack in which if a bot sends too many large messages the ios app becomes unstable and crashes. I recommend that an option be added to shorten the email messages that are created from tickets. such as removing email signatures or just adding a shortened message.
We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.
i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused. i would just need some html examples. thanks
Okay so my problem is that after logging in as an Agent, the Dashboard is blank (as displayed in the Attached picture). Refreshing the page or going to a different tab and clicking Dashboard again, still displays a blank dashboard.However, if I click the "View All" link in the right side pane under " New Announcement", then click the page back button in Microsoft Edge, the Dashboard loads just Fine.This only happens in Microsoft Edge Browser and works fine in Mozilla and IE.
I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example?
Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?
What's the best way to integrate with datadoghq.com? It supports webhooks to alert when a metric alert is triggered. Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there.
So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.
Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем" look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!
I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?
We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.Can you please help us out?
We are looking into FreshService for helpdesk and also asset management. If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them. The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis. I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.
when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name
We are looking for a way to manage tickets that come in after hours or weekends.I wanted to see what others are doing to notify on call staff of tickets.One of my requirements is that it does not alert everyone, just the on call team, and that the alert is only generated off hours. I.E - I don't want to get an alert every time a ticket is created M-F between 8am -6pm.
Hi,I am considering my options regarding starting a service desk and I would like to ask how you differentiate from your competition.Another question I would like to get answered is related to your support. Do you offer 24/7 support, or 24h support on business days?Thank you in advance.Best regards,Harry
This feature is in Freshdesk but now that we switched to Freshervice I see it's not there. I run visitor analytics monthly and part of that is tracking # of views for our 200+ articles. The two products are very similar I was surprised this item was missing. Attached image shows the article metrics for FD v. FS.
Hi there, we have reviewed the documentation and trying to better understand how approvals work. Is there documentation that explains in detail what an approval can do or can't do? For example, in the following dispatcher rule detailed in the attachment, What exactly will the approval be doing to this service request? With my test account who is an agent I can see the ticket is created, I can access it, I can see there is a pending approval which has not been approved, what seems confusing is as an Agent I can still edit the ticket, resolve it, etc. Is there any Validation the approval can perform for example "TIcket can't be resolved until approval is approved"?
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