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1168 Topics

P
Apprentice
plmorrellApprentice
posted in Freshservice

Email Department Head Upon TIcket Creation

How can I set up a rule somewhere that will automatically email the department head anytime one of their staff creates a ticket? I can see one for Service Requests but I can't make it work for tickets. Thanks, Paula

2
P
Apprentice
4 years ago
K
Contributor
kkhalilContributor
posted in Freshservice

Rule Limit?

Is there a limit to the number of Rules (Observer, Dispatcher, Supervisor) that I can have active at once? Will the system stop me if I reach some limit?Just curious.Thanks.

1
M
Community Debut
4 years ago
L
Apprentice
lennart.weissApprentice
posted in Freshservice

Setting due_date over API

I'm creating a ticket over API and set a custom due date via due_by (this is listed in the API documentation). But the ticket I created doesn't has the custom due date, but rather the default, set by the SLA. Updating the due date afterwards also doesn't work. Here is the JSON: '{"helpdesk_ticket": {"due_by":"2017-07-11T18:00:00+02:00"}} What do I need to do, when I want to set a custom due date over API? Best regards, Lennart

3
J
Community Debut
4 years ago
A
Contributor
andrew.belterContributor
posted in Freshservice

Bulk reply does not CC

When sending a bulk reply, an existing CC (entered by the requester) is not CC'd on that reply

2
rajagopal.baladhandayutham
4 years ago
M
Apprentice
mike.burnieApprentice
posted in Freshservice

Portal Placeholders for Service Catalogue Items

Has anyone successfully used placeholders on the fields when setting up Service Catalogue items. We would like to have more descriptive information in each of the fields on a Service Catalogue Item to direct the Requester in exactly what information we need from them. Having to 'suggest' what information we need by have a long Field Description isn't very end user or designer friendly

1
R
Contributor
1 year ago
J
Contributor
john.fernandezContributor
posted in Freshservice

Number being changed in custom number field on assets

I spent a bit of time entering SIM ID information on our managed hotspots which we track in with FS Asset Management.  This morning I checked out one of the quick reports I setup and I noticed that every single number in this field, for each device was changed to this seemingly random number. This is 100% reproducible in our database.  Add a number field to an asset and enter a SIM length number, for instance 89148000003477777742 upon updating/saving will be changed to 9223372036854775807.  It happened on all ~40 records. How should I proceed? Thank you

3
M
Community Debut
5 years ago
R
Apprentice
ryan_15829Apprentice
posted in Freshservice

security@freshservice.com address bouncing

I have a security vulnerability to report, however the security@freshservice.com address listed on https://freshservice.com/security is bouncing. I then opened a ticket #1267020 requesting better information to report security issues, and that ticket has sat there for two days with no response. As a paying customer & systems admin, it is very troubling the oversights (vulnerability included) FreshService has with regards to security of our systems. How can I get ahold somebody authorized to discuss security matters?

2
R
Apprentice
5 years ago
A
Apprentice
ahApprentice
posted in Freshservice

Api - count of all created tickets

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view! Maybe I missed something in the Api documentation. help please :-)

9
F
Community Debut
1 year ago
A
Contributor
a.shafiContributor
posted in Freshservice

Portal customization

I want to hide "service requests"  from the portal from certain type of customers, how can i do that?

5
A
Contributor
4 years ago
A
Contributor
a.shafiContributor
posted in Freshservice

asset field in new ticket form

How can i hide asset field from the incident form? I don't want my customers to see this. Any help?

2
A
Contributor
5 years ago
J
Apprentice
joel_15818Apprentice
posted in Freshservice

Installing Windows Discovery Agent error on Win10

 Freshservice Discovery Agent: The installer has encountered an unexpected error installing this package.  This may indicate a problem with theis package. The error code is 2503.   ....and another error: The error code is 2502. This only happens on Windows 10. 

1
rajagopal.baladhandayutham
4 years ago
J
Contributor
jinlong.yeContributor
posted in Freshservice

Dynamic Sections in Ticket Forms for Estate plan only!?!?!?!

I was excited when i saw the email about being able to have dynamic drop down selections in forms and was poking around to edit my forms.Then I was hugely disappointment when I discovered that the feature is only for Estate plan holders!!! I think this is ridiculous. A feature enhancement like this should be available to all plan holder and not just estate plan holders. I get that extra modules/add-on is extra charge but this shows that freshservice is being greedy in my eyes.

4
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Community Debut
4 years ago
C
Contributor
c.payneContributor
posted in Freshservice

Updating Asset State on call closure?

Is there a method an asset associated to a ticket could have the Asset State updated as a result of ticket resolution or closure?   In order to track hardware that our department needs to loan out to staff, such as laptops, we created additional Asset States such as "On Loan" and "Ready For Loan".  When a Service Request comes in to loan equipment, we associate an asset to the request and change the Asset State to "On Loan" once the staff pick up the equipment.  When it is returned, we can manually go into the associated asset and change the State, but it would be useful if there were a way to automatically update the asset details from closing the service request.

2
C
Contributor
5 years ago
W
Apprentice
web_qaApprentice
posted in Freshservice

Need a help

i send a ticket through requester account then i login through agent account, but i can not see my ticket which i have been send through requester account in freshservice help desk

1
M
Community Debut
5 years ago
T
Apprentice
tanja.vantuynApprentice
posted in Freshservice

Asset management

I'm new to FreshService and I have a fwe questions about Asset Management: 1. Is it posible to change to change the fields that are shown in the Assets View?     Now only the "standard" fields are visible. 2. Is it possible to add an external firm as "Managed by" in an asset?     We have hardware that is managed by external firms, so it would be interesting that     we could save this inormation with the asset. Now only an agent name can be chosen. Thanks, Tanja

1
M
Community Debut
5 years ago
A
Apprentice
andrew.st.angeloApprentice
posted in Freshservice

API PUT/POST Not Working

None of my PUT or PUSH commands are working. I am using Postman and am able to authenticate, without incident.  Further I can pull back lists of existing tickets or tasks.  And, using the UI (FreshService website), I have permissions to create tickets and tasks.  But when I try to create either, using the API, I am returned data about other tickets or tasks.  Further, when I attempt a PUT command to update an existing Task, I get the following JSON obj:   { "logout": "success" }  

1
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Community Debut
5 years ago
K
Contributor
kkhalilContributor
posted in Freshservice

Canned Responses Broken?

It looks like the canned responses view is broken. I can't see the titles of a response in a category. Strangely, when I mouse over it, I can see the tooltip for the response, and if I click on the empty white space where the canned response should be, I can still add it into a reply. Can ya'll please look into this? Thanks

1
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Community Debut
5 years ago
G
Contributor
graemehendryContributor
posted in Freshservice

Third Party Contacts

How do you deal with 3rd parties ? HP Autodesk Microsoft Google etc. Do you add them as requester so you can escalate calls to them ? Or do you just hold the contact info as a solution article ? Just thinking of the workflow, you need to escalate a call to HP, and the agent picks HP from a drop down, can we show that contact info for them to call, email or link to their portal.

3
S
Community Debut
4 years ago
M
Contributor
michelle.taylorContributor
posted in Freshservice

Use your own mail server

I have been trying to get our own mail server working for a number of months ( we use Exchange )  Fresh Service have been unable to help  When updating the settings it hangs on "verifying"  has anyone else come across this issue?

4
M
Contributor
4 years ago
C
Contributor
c.payneContributor
posted in Freshservice

Freshservice app loses case on URL links

We seem to have identified that the Android Freshservice app fails to preserve uppercase characters when opening a URL link, at least when using Chrome as the default.  We discovered this when a ticket was logged by our users with a link to a Google Form, which then failed to open on any of our phones when clicked on in the app.  As there was also no way to copy text from the app, we had to manually change the case of the URL in the address bar to get this to access the required file.

2
R
Contributor
5 years ago
D
Contributor
dlambrechtContributor
posted in Freshservice

When closing a ticket from no reply it creates a new ticket

Hi guys we have some external services who creates a ticket. when we add comments  or close  the no reply address doesnt alow to be mail send at. so we get a nondeliverable from our mail server. wich creates a new ticket. to skip^the sending mail if assigned or comment are added we can solve this. But for closing the ticket that doesnt work. Any ideas ?  We have 5 or 6 mail addresses who send mail from noreply. so every time we close a ticket it try to send to the address which then creates a new ticket cause we cant send to this address. In our previous servicedeqsk system we had a mute button once clicked it didnt send any messages. so when we made a rule then from mail adress -mute it worked. Kind Regards, David

1
ramsundar.radhakrishnan
5 years ago
A
Apprentice
aaron.ebertowskiApprentice
posted in Freshservice

PagerDuty Integration: Close Incidents

I'm leveraging the PagerDuty integration to send SMS notifications to my team.  The integration works great to create incidents that I can configure for custom notification schedules.  I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure.  Here's my problem:  The communication to PagerDuty isn't anything other than "create incident".  If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified.  Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all. Is there something I'm missing or is this the best there is?

0
A
Apprentice
5 years ago
A
Apprentice
adbApprentice
posted in Freshservice

Ticket subject

Is there an option to enforce users submitting a ticket by email to add a subject AND body?

1
K
Contributor
5 years ago
L
Apprentice
lroastApprentice
posted in Freshservice

Multiple usability issues

Please see the attachment for multiple usability issues.

1
rajagopal.baladhandayutham
5 years ago
H
Apprentice
hughmclApprentice
posted in Freshservice

API Issues with ticket creation

I've been working on a ticket creation script in perl. I have had it partially working where it will create a very basic ticket. However tonight when I've been working on it, it appears that no matter what I do, I'm getting 500 server errors. I've commented out all the additions I made and still get the 500 errors. I just tried a couple of calls using CURL with an example create ticket call, and even with that I'm getting a 500 server error. Here is the call I used:- curl -u <APIKEY>:test -H "Content-Type: application/json" "helpdesk_ticket": { "description": "Test Ticket", "subject": "Test Ticket - Ignore", "email": "myemail@address.com", "priority": 1, "status": 2 }' -X POST https://realdomainname.freshservice.com/helpdesk/tickets.json -v I removed personal/company information from the above example for security purposes. * upload completely sent off: 146 out of 146 bytes< HTTP/1.1 500 Internal Server Error< Content-Type: text/html; charset=utf-8< Date

1
J
Community Debut
5 years ago

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