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21 days ago

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Employee Experience

Employee Experience

1783 Topics

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emilysamApprentice

asked in Freshservice

SLuethiApprentice

asked in Freshservice

CSAT Survey for customers using their own ITSM too for incident communication

Hi all, I am facing the issue that our customers are leveraging their own ITSM tools to send updates to our instance of freshservice. When our incident then gets closed, the email is not sent to the requester, instead will be sent to a closed incident on customer side and will not get a reply. I am wondering if anybody is facing the same issue and has found a way to solve it. Any help is appreciated.

1 year ago

EZTechApprentice

asked in Freshservice

MSP - Trying to get a list of tickets closed/resolved at the end of each month

I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?

1 year ago

saifali.shaikSkilled Expert

asked in Freshservice

Does anyone know if we can have a service catalog on Freshservice public without signing in?

We want to show service items publicly before one even decides to raise a request. Did anyone find work around to accomplish it?

1 year ago

kapfelApprentice

posted in Freshservice

Restrict Registration Based On Domain

On the customer portal it seems like anyone can register no matter what domain they are apart of. Is there way to only allow people to register if they say only have the domain @example.com or whatever I wanted. Thanks.

1 year ago

roland.ngApprentice

asked in Freshservice

Update ticket's due by date with value from custom field

Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.

1 year ago

alephtaphContributor

asked in Freshservice

Igel thin client

Hi everyoneDid anyone manage to discover Igel thin clients to the Freshservice assets? If so, would you mind sharing how?Thank you.

1 year ago

lavjosonTop Contributor

asked in Freshservice

Grouping in Analytics

Hi All, would like to ask if anyone has an idea on why these items appear on my widget upon grouping Category > Sub-Category in analytics? Would like to display the items with value only (not zero). Hope anyone can help. Thank you!Summary Table Widget

1 year ago

Matt HTop Contributor

asked in Freshservice

Supervisor rule change status of ticket but workflow not triggered

Hi, we’ve recently begun using Freshservice and at the moment have automation workflows for onboarding and offboarding. The offboarding workflow is initiated after a requester registers a request through an employee-offboarding form, initially it only disables the user accounts in Google and Azure, but then after 60 days it is supposed to automatically run a second workflow that deletes the accounts. How do we achieve this in the simplest and most proper way?My colleague that set this up initially says that it previously worked by having a supervisor rule that changed the status of the ticket after a certain amount of time. But that clearly doesn’t work now. The status is changed on the ticket, but the workflow is not triggered.

1 year ago

raymondcanilaoSkilled Expert

asked in Freshservice

Software Inventory - Notifications on Restricted software

Hello, I’m checking our Software Inventory right now/. I was able to identify some restricted software. I'm just curious if how the notification worked? or is there any notification or process where i can see if there will be installation of restricted apps moving forward?

1 year ago

H1j4ckApprentice

asked in Freshservice

Orchestration: Unlock account

Hi all,I am a newbie with Freshservice Orchestration!We have recently setup the Active Directory Orchestration, and I d’like to start with unlocking users account:In below image you may see the first steps: Problem is that I do not uderstand how to het user detail:It seems that it needs one of the below parameter, but what to input inside the name field, in order to get Distinguished name? I may even skip this step and proceed directly to “Is user account locked”, but same question: which string of code I have to use? Thanks to anyone willing to share his experience!

1 year ago

raymondcanilaoSkilled Expert

asked in Freshservice

You are not allowed to access this page?

Hi Team,Im just curious, why some our requestor sometimes encountering this kind of warning, “ your not allowed to access this page”, this is showing after successfully login.

1 year ago

juan.gonzalezApprentice

asked in Freshservice

Replicate ticket on 2 different platforms

I work with a supplier that also uses Freshservice, is it possible to integrate our portals so that the tickets generated in my portal can be replicated in the supplier's portal so that the updates in these tickets are replicated?

1 year ago

V.WestbergApprentice

asked in Freshservice

Approval requests non Service Request

I am trying to make a workflow that sends a approval request to our security team if someone selects security from the drop down. it is working if I assign it directly to the team but once I add in send approval request it stops. Are we not capable to send approval requests on non SR items?

1 year ago

DevonGansebomApprentice

asked in Freshservice

Employee Onboarding - Child Tickets

Hello, I am wondering if anyone knows of a way that when a Parent ticket is re-assigned, whoever it is reassigned to also gets the child tickets assigned to them. We are setting up onboarding, and we want it so when the IT Support Manager assigns the Parent ticket to an Agent, all the child tickets also get assigned to that agent. I do not see a way to do this in the workflow, but just wanted to see if I am missing something. Example - If I would reassign this ticket (parent ticket) to Britany, but all the child tickets stay assigned to JoshWorkflow - This is what we where told from Support to try, but then this assigns the child tickets to the IT support manager, as they are the “event preforming agent” changing the agent. and anytime the ticket is update in the future, this would run again.

1 year ago

IanandersonApprentice

asked in Freshservice

Can you configure the FreshService Discovery Agent?

I’m just wondering if there’s any way to configure the FreshService discovery agent to capture more information than it does by default. An example would be LTE IMEI and SIM card information for LTE-capable laptops.

1 year ago

tony.sContributor

asked in Freshservice

Custom Date Field is always empty

Hey,so we have a strange problem. In some of our service articles we added a custom date field. But no matter what our customers put in there it will always be empty. They have to do the extra step and go into the freshly created ticket and change the date in this field again for it to save the put in date. This is how we setup the field After the ticket is created and a date is properly set during creation (I supervised it one time in case of user error on our customers side) it will show like in the picture below.

1 year ago

ghillApprentice

asked in Freshservice

On Pemise Server

I am trying to set up Asset Management in Fresh Service. Do I need an on premise server to do this?

1 year ago

annalakshmiApprentice

asked in Freshservice

how to get records data for custom object ?

hi all ,I am get all records data in custom object , response is empty. we tried the API in postman status is 200 but response is empty. but datas are available in object record,why the records data is empty?how to solve the issue?

1 year ago

dwoods11

asked in Freshservice

Contact "Can see all tickets from associated companies"

I am trying to understand the functionality on edit contact where I can select “Can see all tickets from associated companies”. I do have the situation where I want a contact at one company to be able to see tickets at another company. I don’t see how to associate companies though.Any help is appreciated.Thanks

1 year ago

TGehmertApprentice

asked in Freshservice

Dashboard Scorecard Highlights error when saving

Hey,im using freskworks as our primary ticket-tool at the company.I customized my dashboard so that i can see if in new tickets are online.I also use the “Highlights” option, so that the scorecard is getting colored when more then x tickets are on.But, i can set it to “Warning if greater than 0”, wich means that the scorecard will getting highlighted when 1 tickets is matching. And it worked, but i cant save the setting, when i try to “update dashboard” i get “Error while updating dashboard”

1 year ago

cfosdickApprentice

asked in Freshservice

Discovery Agent

Does anyone know how the discovery agent communicates with the Freshservice cloud? Meaning what ports and protocols, also does the cloud reach for the data or does the agent just send it?

1 year ago

Bryan0392Top Contributor

asked in Freshservice

Employee onboarding - Add people button does not send CC's - how to CC multiple parties

Hi there,Problem: We need to send a copy of the onboarding request to the supervisor, payroll, inventory management and other departments.I’m trying to figure out a way to get the application to send a automatic email to the people Cc’d in the onboarding request when ‘add people’ is pressed.My understanding is that you need to press ‘add people’ to add the CC receipt and then comment on the ticket for the new comment email to be sent to them - this is annoying because its a extra step, when you add someone they should receive a email automatically.Is there anyway to send emails to people when they are added as CCs using the ‘add people’ button.How do you all solve this problem, I am sure someone has run into this problem where they need to send the onboarding request to a lot of recipients.

1 year ago

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