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1769 Topics

J
Apprentice
jlittrellApprentice
posted in Freshservice

SSO When Azure Domain & Email Are Different

I've opened a support ticket on this, but I'm posting here in case anyone might have dealt with this beforeWe're a hybrid local AD / Azure AD environment.We want to use the AD probe to import requesters, as most of our requesters won't ever login to the support portal, they'll just call us on the phone. However, if they DO want to login to the support portal I want them to be able to do it via SSO. The catch is that our email addresses are @ourcomp.com but our domain/how we login to azure/office365/sso is @ourcompany.comSo, the probe pulls our users in via AD with the email address of username@ourcomp.com. When the go to login to SSO they login as username@ourcompany.com and it says they don't exist since ourcomp.com <> ourcompany.com. I've tried creating a custom uesr field mapping and pulling in userPrincipalName instead of email from the local AD, but that doesn't seem to work. Anyone dealt with similar? Any ideas for a possible work-around?

2
M
Community Debut
1 year ago
ChrisF
Apprentice
ChrisFApprentice
asked in Freshservice

Neo Admin Center - 6 months of pain

Hi all,I wanted to start an open discussion about the Neo Admin Center (AKA: OrgV2). We were asked to ‘upgrade’ to the Neo Admin Portal in August ‘21 and have been struggling with it since. These three major problems are creating a lot of extra work for us:Customers not receiving activation/password reset emailsThis is due to these emails being sent from freshworks.com. Before the Neo Admin Center these emails used our domain to send these emails. Many of our customers block emails from freshworks.com. The outcome of this is a large increase of tickets to resolve such issues. I would be interested if anybody else has experienced this.Customers asking for confirmation that a password reset or activation email is legitimateWhen a customer activates their contact or asks for a password reset they receive an email from freshworks.com with nothing in the body of the email to identify that it’s from us. This leads to them raising a ticket with our Customer Support asking to confirm this. Bei

3
zachary.king
Skilled Expert
1 year ago
SMitchell1740
Apprentice
SMitchell1740Apprentice
asked in Freshservice

Issue with tickets not being created when sent from Project Management Software

 Hello, we are having an issue whenever we try to send an email from our project management software Workfront to an email inbox we have setup to create tickets in Fresh Service but the tickets aren never created. I verified by logging into the inbox that it’s receiving emails fine. When our users email this inbox directly it creates tickets fine. Anybody ever experience this trying to email from other software and it won’t create tickets in Fresh Service? 

2
sanofar.allahpichai
Community Debut
1 year ago
HEMAL SHAH
Apprentice
HEMAL SHAHApprentice
posted in Freshservice

How to migrate Tickets from ManageEngine Servicedesk to Freshservice?

Hello Team,Can any one guide me with step by step procedure for migration of tickets from ManageEngine ServiceDesk to Freshservice without any third party tool?Your solutions will be highly appreciated.Thanks in advance.HEMAL SHAH

5
rajagopal.baladhandayutham
1 year ago
V
Apprentice
veenuApprentice
posted in Freshservice

Custom field of Service Request in Report

Hi I want to generate a tabular report to show custom fields I have added in my Service Request.Can some one guide me with the process.

5
P
Top Contributor
1 year ago
A
Anonymous
asked in Freshservice

Freddy Thank you

Hello,  Is Freddy Thank you still Enterprise only feature ? Has there been any developments for more languages ?  TIADaniel 

1
Adhitya Ganesh
Community Debut
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Question about workflow : Placeholder Item Description

Hi Team, Just want to ask if I can add/have an unlisted placeholder for my workflow?I have created a workflow for  SR - hardware provisioning where it should send an email notification once a ticket has been resolved or approved with details such as item name, cost and description. However, the only available selections are the item name and cost? I also, tried to use 'all the fields', but still no description and don't like to have other fields displayed except for the 3 (item name, cost, description).  How can I get the description of the service item like this?  

4
zachary.king
Skilled Expert
1 year ago
MasterMutt
Apprentice
MasterMuttApprentice
asked in Freshservice

Jira integration

I am trying to get our on-premise Jira connected to Freshservice.  The instruction guide HERE says that you should use ngrok to publish your jira externally.  There are some security implications of doing this though and we need to be able to only allow traffic into our firewalls from the Freshservice addresses.Support have told me that it is not possible to limit the traffic.  However I did find this article HERE that detailed IP addresses to restrict but the guide guide is for Freshdesk and not Freshservice.Does anyone either know what IP addresses Freshservice requests come from (Europe region) or can help me isolate the Jira traffic so that only web requests from Freshservice are allowed to communicate with our internal Jira instance.Thanks in advance.

2
MasterMutt
Apprentice
1 year ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Freshservice

Service Catalog - Email Alert Customize more than Subject

When creating the Service Catalog there is a way to customize how the email alerts are sent out.  There are a nice selection of placeholders to choose from.  Is there a way to have that information appear in the actual content of the email, and not just a subject line?  As I am building out more in depth Service Catalog areas, some more description before getting to the ticket within FreshService would be helpful.  

1
sanofar.allahpichai
Community Debut
1 year ago
M
Apprentice
MagaliHerouxApprentice
asked in Freshservice

Change project status and delete project in Freshservice

Hi,I just can’t find how to change the status of a project in Freshservice. I can’t find how to delete them either. I could only find how to change the status of a task, but not the entire project. The project’s status doesn’t change to completed or something to that effect when all sub-tasks are closed. Surely there must be a way to do this?

2
M
Apprentice
1 year ago
jlox
Top Contributor
jloxTop Contributor
asked in Freshservice

Auto Disable of FreshService account when AD is already disabled.

Hi, I’ve been thinking if it is possible to setup like this:When user’s AD is already disabled it will sync to FreshService and it will also disabled the FreshService account. (btw im using Okta for SSO)

2
sanofar.allahpichai
Community Debut
1 year ago
D
Apprentice
dt_csacApprentice
asked in Freshservice

Orchestration - Get team_id

I’m currently setting up a number of automation workflows with orchestration to automate some of our more repetitive requests. The first one I’m trying to tackle is creation of new Teams, with custom channels, members and owners. All is well so far with creating the Team itself, but we’re having trouble creating channels for the newly created Team. Creating the channel relies on the team_id, but from what I can see, there’s no way to get or call this variable. The ‘Get Team’ function relies on team_id as the input, but interesting also gives the id as the output. Does anyone know how I can call the team_id to use this as the input for ‘Create Channel’?

1
sanofar.allahpichai
Community Debut
1 year ago
averma
Apprentice
avermaApprentice
asked in Freshteam

Freshteam Integrations with Slack - Feature request

Hi, are you guys planning to integrate freshteam with slack any sooner? Let me know if it’s already done or in progress.It will help us a lot, if we could directly push the tasks to the hiring manager via slack  

5
anna.us
Contributor
1 year ago
L
Contributor
lochy.wraggContributor
posted in Freshservice

Change Columns in Assets - Inventory

We currently have these list of columns:Can this be changed at all?

4
sanofar.allahpichai
Community Debut
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Freshservice : Login

Hi Everyone,Since we are using Google as our mail server, I enabled only the Google login for all the users so that no unauthorize user can accesshowever, I have now 1 external agent that is using Microsoft mail, I already created his agent account but not sure how she will be logging in to the system  

3
sanofar.allahpichai
Community Debut
1 year ago
S
Apprentice
scottbeattieApprentice
asked in Freshservice

Delegating mailbox permission

I want to create a service request type with approval process to obtain read only delegated access to an employees O365 email. I’m not able ot locate any specific App level integration that include a mailbox permission function.  Has anyone used one or will i have to revert to powershell?

1
sanofar.allahpichai
Community Debut
1 year ago
parassachan
Apprentice
parassachanApprentice
asked in Freshservice

Freshservice Question

Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday? Chatbot can be Enabled from? Can i associate an incident ticket to release ticket?

2
rajagopal.baladhandayutham
1 year ago
parassachan
Apprentice
parassachanApprentice
asked in Freshservice

Freshservice UI

what are different type of views that can be configured for the end user support portal from freshservice

2
rajagopal.baladhandayutham
1 year ago
Anusha
AnushaCommunity Manager
published in Freshservice

Help us help you manage critical incidents - A survey for members on Starter & Growth plans

Do you have all you need to provide uninterrupted business services to your customers? We are keen to solve your unique operational challenges as a Starter or Growth customer, and that's why your opinion is important to us. Please answer this short survey to help us understand how you escalate incidents during holidays and off hours.  Take the survey now!

100
Anusha
1 year ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

What does a day in the life of an IT professional look like?Conversation

IT folks across the globe, across industries and roles have had their ticketing portal buzzing, emails overflowing, people rushing up to them for quick fixes and so much more. In short, IT folks have endless requests coming their way from different directions. But do we exactly know how their day looks like and all that they do? It’s time to find out.Here’s a question for all the IT folks here in this community playing different roles - IT agent, administrator, manager, director, etc. in their respective workplaces - What does your day look like?Feel free to include How your day looks like? How you plan your day? How you navigate through executing your plan? What works for you? What does not work for you? What are the challenges you are facing in recent times? Well, who knows, each response can be similar and diverse in many different ways! Looking forward to reading them.

371
zachary.king
Skilled Expert
1 year ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

​Ask the Expert ft. Vish ❓ | Mastering Freshservice to drive success in 2022 | Ask our in-house expertAsk the expert

Hey Everyone,Wishing you all a wonderful New Year (16 days late! )*Drumroll please* We are all set to kick off 2022 with Ask the Expert session ft. Vish, as we take on all things Freshservice.What were your challenges, opportunities, doubts, and wins with Freshservice? The month of January is a great time to reflect on last years work and identify areas of improvement for the year to come. To help you do that, we've open the floor to your questions on how you can get better and work more efficiently with Freshservice, and make delight easy for your employees and in turn yourselves.Topic: Mastering Freshservice to drive success in 2022An introduction to our host, Viswanatha Mehta (aka Vish) @viswanatha.mehta, is a Technical Account Manager at Freshworks - Freshservice. With a keen eye and great attention to detail towards solving problems. He has been a great asset to our customers and the Freshworks community. Beyond work he's interested in technology, cars and spending time on the be

86742
lavjoson
Top Contributor
1 year ago
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

Web Request in Workflow, waiting for Web Request Response

Hi all,with the new Web-Request Node, in the Workflow-Automater, i create a Api-Call.While testing, everything seems to be ok, i get response and data from the call. Now the Automater is active, and is triggered when a new Ticket is created butin the Ticket Activities the Automater stops at: Waiting for Event Web Request Response.Are there some Waiting Limits?Someone any idea?Thanks,Stefan

6
S
Top Contributor
1 year ago
S
Contributor
sanjeev.ncContributor
posted in Freshservice

Useful help text in Incident forms to help your users make better choices

It's very hard for end users to actually determine the right impact and urgency in an Incident form. A part of that is because they don't really know what "Low", "Medium" or "High" means. In their world, everything could be high.Here's a code snippet that'll add useful help text just beneath your ticket fields. Something like this. It might help your end users make the right choice.Here's how you can get this on your Self Service portal. Place this code snippet under Admin -> Helpdesk Rebranding -> Layout & Pages -> Portal Pages -> New Ticket AFTER the existing code snippet. I'd recommend doing during non business hours to test it out.  Hope this helps!Here's the script:<script> jQuery(document).ready(function(){ jQuery("#s2id_helpdesk_ticket_impact:visible").livequery(function(){ jQuery(this).append("<h4 id = 'impact_help_text' style='padding: 5px;'> </h4>") }) jQuery("#s2id_helpdesk_ticket_urgency:visible").livequery(function(){ jQuery(this).appe

6
TedK
Community Debut
1 year ago
lavjoson
Top Contributor
lavjosonTop Contributor
asked in Freshservice

First Response Due

Hi everyone, seeking for help. Would like to ask regarding the error I encountered in Analytics. I’m trying to display the First Response Violated in this widget, would like to know why these 2 items reflect and appears “0s” Thank you in advance!  

1
Glavin Crasta
Top Contributor
1 year ago
F
Apprentice
FFSteveApprentice
asked in Freshservice

Asset Management Agent Deployment at Scale

I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM.  In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.

1
Glavin Crasta
Top Contributor
1 year ago

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