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1879 Topics

Davekc
Apprentice
DavekcApprentice
asked in Freshservice

Custom Fields in Service Catalog

I’m populating the Service catalog with an MiFi option for my users. When I'm creating the MiFi profile I can’t enter the name of the hardware. There is a Select asset type, under that is a field  a dropdown selection for the product. How to I populate the select product field so that users can choose the asset.  

1
LucasHansson
Top Contributor
6 months ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

2
PatrickMurphy
Skilled Expert
4 months ago
W
Apprentice
WillHarwellApprentice
asked in Freshservice

Scheduled workflows with approval

I’m trying to create a scheduled workflow that would allow me to request an approval from a manager before continuing through the workflow. For whatever reason the “Send Approval mail to” action item does not appear in scheduled workflows. Does anyone have any suggestions or workarounds that I can use?  

4
Casey B
Community Debut
2 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Freshservice

Asset End of Life (EOL)

For management of inventory, how do you use the end of life (EOL) field in your operations?I have enabled cloud discovery, in which assets are created and removed from the cloud but the record sits around in FreshService. I’m debating on just deleting the asset as it would never appear again, marking it EOL or just ignoring it (not best option).It made me wonder how others are utilizing the EOL date field for assets.

2
ekrasner
Community Debut
1 month ago
P
Apprentice
paul.turnerApprentice
posted in Freshservice

Automated tickets when assets free disk space drops below 10%

Hi With Fresh Service Agent installed is it possible for an automated ticket to be created when an assets free disk space falls below 10%? Thanks  Paul

0
P
Apprentice
5 years ago
HeatherM14
Apprentice
HeatherM14Apprentice
asked in Freshservice

Has anyone set up a way to add Location to be filterable?

Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!

0
HeatherM14
Apprentice
9 months ago
D
Contributor
dlambrechtContributor
posted in Freshservice

Best practice agent or probe scan

Hi Guys, whats the best practive install the agent on all our devices or use the scan probe. how much data does it use ? Kind Regards, David

1
R
Contributor
6 years ago
J
Apprentice
joshua.loweApprentice
posted in Freshservice

Accessing Service Request Details Through API

Hey all,Trying to get request details from the API for a Service Request.Currently, I am getting all the information in red, like requester name, description, etc. But I can't find any way to get the "Request Details" through the API (in purple).Does anyone have any experience with this?Cheers.

1
V
Community Debut
3 years ago
M
Apprentice
manoj.kumaracheliyanApprentice
asked in Freshservice

URI for Azure Alerting to FS

Hello,I’m setting up Azure Alerting to FS, following this article. Integrate Microsoft Azure with Freshservice Alert Management : FreshserviceI’ve setup both ends. But the article does not mention what the URI is in one of the steps in Azure.Where do I find the URI? Thanks

2
M
Apprentice
1 year ago
K
Apprentice
Kate EBApprentice
asked in Freshservice

Filter Resolved by Customer Responded Ticket state

I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.

2
UdayGrewal
Contributor
3 months ago
Kristof Gielis
Apprentice
Kristof GielisApprentice
asked in Freshservice

Status open when requester replies

Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.We would also like to include the freddy thank you suggestion.   

3
J
Skilled Expert
6 months ago
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Freshservice

freshserive send auto-replies to tickets that comes in after business hours

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

2
BrynCYDEF
Skilled Expert
3 months ago
G
Contributor
GeauxTigersContributor
asked in Freshservice

Remove Service Catalog for non-employees

I do not want non-employees to see the service catalog on the portal when they log in.Is there a way to make that link visible only to employees when they log in?I would prefer it if the only thing non-employees could do is create tickets, respond to tickets and view kb articles that we have made public.Thank you so much for your time!

2
G
Contributor
11 months ago
danapromethean
Apprentice
danaprometheanApprentice
asked in Freshservice

Azure create user formatting

Hi I’m having some formatting issues with creating users in Azure with the app action. I’m using place holders from one of our service requests so that ‘display name’ field is:{{firstname}} {{lastname}}When entered like this, it adds a line break into Azure so it looks like this in the system:{{firstname}}{{lastname}} I tried removing the space but of course it shows up with the first name and last name all together. I also tried using the encoded space:{{firstname}}%20{{lastname}} This way does not work either. Any ideas?

2
danapromethean
Apprentice
1 year ago
SLuethi
Contributor
SLuethiContributor
asked in Freshservice

Measure number of incident escalations in x period

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

6
Ramona
Community Debut
28 days ago
K
Apprentice
kevin.maurielloApprentice
posted in Freshservice

Unable to connect with Postman

I cannot connect to REST API via Postman.  I am using basic authentication using the same credentials as I do to sign on to the dashboard.  Postman returns required_access : true.Same issue if I use curl and apikey

0
K
Apprentice
4 years ago
François.R
Apprentice
François.RApprentice
asked in Freshservice

VMWare Vcenter 7.0 support

Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François 

1
T
Apprentice
6 days ago
Evany
Apprentice
EvanyApprentice
asked in Freshteam

Emailing

Are we able to send emails from within FreshTeam? I set up a forwarding and received the verification but I cannot find where I can write an email anywhere.

1
Gautham
Community Debut
1 year ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Freshservice

creating new topics

has anyone experienced where their new topic submission seems to just vanish?  I click on Create, and nothing happens.  It’s not consistent.I was trying to post this morning, and it’s not visible.  But this post went up no problem. 

8
rashmi.nag
7 months ago
LucasHansson
Top Contributor
LucasHanssonTop Contributor
asked in Freshservice

Add to comment - List of software used by user

Hello, Does anyone have a good solution regarding Software used by user?I would like to create a flow as part of the offboarding process where a comment is created with a list of all the software used by the user. Is this possible? 

2
LucasHansson
Top Contributor
6 months ago
incforge
Apprentice
incforgeApprentice
asked in Freshservice

project management integration

We have a small team and I wanted to look at using either the inbuilt project management in FS or an external one like Wrike. and have the Tasks that get created in the PM tool sent across AS service request. Enabling the team to work from one product and myself managing the project. I see that you can have task in FS but this mean the team have to keep flipping out of the queues. Any ideal would be great thanks 

0
incforge
Apprentice
2 years ago
J
Contributor
jwieseContributor
asked in Freshservice

Do Freshservice Solution searches use keywords or tags?

We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body. Please confirm/clarify.

3
A
Apprentice
12 days ago
C
Apprentice
cldr-jhartmannApprentice
asked in Freshservice

Okta Orchestration - Iterating through a multi-select drop-down

We have a use case where we want to add 2 or more people to an Okta group based on a field in the service request.  Is there a way to iterate through more than one name in a multi-select field?

1
C
Apprentice
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Analytics - Cancelled Status for SLA %

Hello, Does anyone know how to exclude certain status in the computation of tickets within resolution SLA in analytics.Currently, i created a custom status like ‘cancelled’ - this is for all the tickets being rejected or cancelled. However, when I used the tickets within Resolution SLA metrics - it includes all open tickets + the custom status i created.  To illustrate, if an agent has 10 tickets, 5-closed(4within SLA, 1resolution violated) , 3 open and 2 cancelled.SLA should be = 50% ( closed - resoultion violated / total tickets - minus cancelled)current = SLA is 40% ( closed - resolution violated / total tickets Sending the actual data for checking:current : closed - sla violated / total tickets = 92.44%should be : closed - sla violated / total tickets - minus cancelled = 98.96% Let me know your thoughts on this. Thank you!

4
raymondcanilao
Skilled Expert
6 months ago
C
Apprentice
chris.cundyApprentice
posted in Freshservice

Ability to change menu hover text color CSS?

Is it possible to change the menu bar a-link:hover color to white rather than black (as pictured below) ?I have tried adding the below to CSS file but this doesn't change the template.a:hover, a-link:hover {color: #fff;}

1
V
Community Debut
4 years ago

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