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maxlehot1234Skilled Expert

asked in Freshservice

Send all new solution articles on a specifi teams channel when created/updated

Hi,Is it possible to send a link and a small preview of new solution article and when a solution is updates on a specific Microsoft Teams channel instead of me sending a link each time to my colleague?If anyone know how, let me know. Thank you so much and have a nice day.**Sorry for my english, I’m french, I do my best**

9 months ago

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!

10 months ago

PGauravTop Contributor

asked in Freshservice

Azure Devops - custom fields mapping

Hi team,I am trying to create a work item in Azure Devops using Workflow automation. For creating an issue there are couple of Custom fields which are mandatory to fill. Since those are custom fields those are not visible. Is there any way to pass relevant values to those fields?Any pointers will be helpful.Thanks in advance!

10 months ago

mythumbsclickSkilled Expert

asked in Freshservice

Major confusion with CC function with Freshservice

Hi guysIm struggling to get to grips with the CC function in Freshservice and wondering if the community can help (after being none the wiser with Freshservice support)Email NotificationsMy testing has shown that CC’d users only get email notifications on the followingNew creation of a ticket that the user is CC;d to Agent replies to the ticket Comment by the requesterCC user does not get email notifications when an agent adds a public note to the ticket. Is this correct/by design?I have also noticed that when the agent replies, the email notification template used for the CC’d user is Agent Reply Template. This template is also used for replies to the requester. My Agent Reply Template has configured in the body of the email, the Private ticket URL of which the CC’d user cannot access. Is your Agent Reply Template configured with the public or private url? Please can you check this as I am not sure if i have deviated from the default that Freshservice set.Public ticket urlI have only

8 months ago

rashmi.nagCommunity Manager

published in SysAdmin Appreciation 2022

Voice of our SysadminsStories

Helloooo!Welcome to Day 2 of the celebrations and today’s going to be all about stories and expressing gratitude!I love stories and the beauty is, everyone has got a story which is very unique and special to them.It’s time to hear it from y’all – everything you’d like to share with the community about being a system administrator – your highs, lows, opportunities, memorable moments, journey and learnings.Here’s what @zachary.king and @keefe.andrews had to share with us! 1/22/2We can’t wait to hear all your stories! 🤗 Send a note of glee to your Sysadmins! 💜

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10 months ago

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!

10 months ago

zebb.sContributor

asked in Freshservice

API for newbs

Hey FS Community! I’ve been the Freshservice admin for our org for 1.5 years and would consider myself an advanced user for anything offered in the GUI. However, we’re looking to do more advanced routing of tickets and I’m having trouble with some of my syntaxes when it comes to creating API’s. A lot of it is simply not understanding the “lingo”. I’ve taken LinkedIn Learning courses, watched a few API intro courses on YouTube. Does anyone have recommendations of how I can become more familiar with how to use them?Right now my focus is on creating new tickets based off items selected in a Service Catalog. The below is almost a foreign language to me. I don’t know what all the -v -u -H placeholders are, etc. What am I supposed to do with this sample code? Just looking to be pointed in the right direction.Thanks!

9 months ago

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 :)

10 months ago

MercuryFApprentice

asked in Freshservice

curl Linux vs Windows

Hi,we tried to create a ticket using API V2. As close as possible to the cull expessions provided by the tutorial. While running the curl expression under Linux all work fine, but not with Windows.Expression:curl -v -u *APIKEY*:X -F 'attachments[]=@/home/user/xxx.txt' -F 'subject=API Test' -F 'description=Attachement Test' -F 'email=mail@someISP.com' -F 'priority=1' -F 'status=2' -X POST 'https://XXX.freshservice.com/api/v2/tickets'Error:{"description":"Validation failed","errors":[{"field":"attachments","message":"It should be of type valid file format","code":"datatype_mismatch","nested_field":"attachments.[0]"}]}* Connection #0 to host XXX.freshservice.com left intactWe don’t understand why,

8 months ago

Heath HonneryApprentice

asked in Freshservice

Expression Builder: how to extract email from ticket "Description_text"

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style=\"\">\n<table border=\"0\" cells

9 months ago

bhotaSkilled Expert

asked in Freshservice

How to use ticket fields in emails?

In email bodies we have expression like thisHi {{ticket.agent.name}},Ticket "#{{ticket.id}} - {{ticket.subject}}" has been reopened, please visit {{ticket.url}} to view the ticket. From where do we get the details about these field names to be used like ticket.subject?Is there any link where these details can be seen and also what would be the names of custom fields?

9 months ago

Daniella_MosesApprentice

asked in Freshservice

Freshservice - find knowledge article from incident page

Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester.

2 months ago

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.

10 months ago

BryceKSkilled Expert

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?

10 months ago

maghedSkilled Expert

asked in Freshservice

Hiding the name of the assigned Agent for Requester?

Hi,Has anyone managed to hide the name of the assigned agents for the requester in the portal and ticket views? We would like to avoid that the Requester take direct contact with the assigned Agent as that disturbs operations. Possible by a setting or by configuring the portal html and css?

9 months ago

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 :)

10 months ago

AndyDibiasiSkilled Expert

asked in Freshservice

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?

10 months ago

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

10 months ago

alephtaphContributor

asked in Freshservice

Freshservice Workflow: Powewrshell - Exchange OnPrem execution

Hi everyoneHere comes a big one :-) I try to automate some Exchange tasks via the Powershell Orchestrator application. I have tried several ways all of them work, when I execute them directly on the server or from the server where the Orchestration application is installed. They just never work running it with in the Workflow. To take one thing out of the way, the user has admin rights on all server and Exchange execution rights.I post the script and then below the error.Situation 1Configuration: Exchange serverAdd-PSSnapin Microsoft.Exchange.Management.PowerShell.SnapInsleep 5Set-MailboxAutoReplyConfiguration -Identity firstname.lastname@domain.com -AutoReplyState Enabled -InternalMessage "test" -ExternalMessage "test"Result:Active Directory operation failed on . The supplied credential for 'domain\service-account' is invalid. At line:3 char:1 + Set-MailboxAutoReplyConfiguration -Identity firstname.lastname@domain.com -Au ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

9 months ago

heluContributor

asked in Freshservice

Ticket list - Incident State?

Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik

9 months ago

laminblakeTop Contributor

posted in Freshservice

Adding Days to a ticket's due date only on business days

Thought i’d share this workflow setup.Scenario: You want to set up a trigger in a ticket that adds a few days to the due date on changing specific information within the ticket. (days added can even be defined on what was changed and what was changed to) Challenge: it is possible that the due date could end up on a weekend outside of business hours as Set Due Date as action overrides business hour settings from my testing. Solution: using expressions with the addDays and weekday and if functions, you can specify how many days to add to the due date on a ticket while also avoiding having the ticket’s due date fall on a weekend. Breakdown:First within the workflow define the condition to that will trigger the addDays expression (example: you have a process step dropdown in the ticket, the condition looks for what step is selected)Next set up the first expression (E1) that will take the current date/time and add a specified number of days {example: addDays('{{current_date_and_time_iso}}

30 minutes ago

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

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10 months ago

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