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17 days ago

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Employee Experience

Employee Experience

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support_MExTApprentice

asked in Freshservice

User can change Requester (field) when creating new ticket

Hi,We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, field ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field. I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it) Asked the same question in freshdesk community (my bad)

5 months ago

rashmi.nagCommunity Manager

published in Freshservice

fastbitsApprentice

posted in Freshservice

Error when uninstalling the freshservice discovery agent

Hi everyone, I recently tried to reinstall the Discovery Agent on a user machine and this error returned when uninstalling the Old Agent, I try to uninstall as a machine administrator, I also tried to install a new version that can remove the previous one and it always returns this software error, could anyone help? Windows 10 x64 system; thank you all

2 years ago

JCCContributor

asked in Freshservice

Asset Management - Asset Tags

Morning All - Does anyone have experience of using the Asset Inventory? Specifically printing the Asset Tag. What label printer and labelsdo you recommend? Also is there a way that if I purchased pre-printed asset tag labels, that I could scan them to the assets in the system?Thank you

1 year ago

stoff75Apprentice

asked in Freshservice

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

4 months ago

Frank-SonderApprentice

asked in Freshservice

Is there a way to do exception filter for tickets?

Hi guys,Basically I want to filter my tickets the way that it shows all tickets except from one category.So right now what I have to do is add all the categories in the filter, but it doesn't show the tickets that has no category.Is there a solution to this? Thanks

3 months ago

marrudaApprentice

asked in Freshservice

Employee Onboarding - Send Email?

Hi there,I’m trying to figure out a way to set up Employee onboarding so that the person filling out the form declares a supervisor and then the supervisor gets an email giving them a heads up that a new onboarding request has been submitted, and that they can go to the service catalog to set up any additional services needed.The problem:We could add the supervisor as a stakeholder, and setup a kit but we don’t want the user creation process being held up by waiting for an approval/additional info from the supervisor. The thought is after the workflow orchestration does everything, we have a Send Email to action at the end to send an email to the supervisors email, but unfortunately that action doesn’t allow placeholders in the to field.I could get around the issue by using powershell, but I wanted to see if there was something I was missing and an easier way to go about it.

10 months ago

rromineApprentice

asked in Freshservice

Templates in Solutions for Freshservice

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice?

2 months ago

aaron.ebertowskiApprentice

posted in Freshservice

Service Request Details through the API

First, I can connect to the API and that works great. I'm able to pull ticket details, but I'd like to use the information collected to execute some immediate remediation to an incident, or, as I'm trying to do now, use the data collected from the Service Catalog to automate a deployment. As I said, I'm able to query the API and get ticket details. They come back as follows: cc_email : @{cc_emails=System.Object[]; fwd_emails=System.Object[]; reply_cc=System.Object[]; tkt_cc=System.Object[]} created_at : 2018-10-10T14:38:22-05:00 deleted : False department_id_value : display_id : 12250 due_by : 2018-10-11T14:38:22-05:00 email_config_id : frDueBy : 2018-10-11T13:38:22-05:00 fr_escalated : False group_id : id : 3009609626 impact : 1 isescalated : False notes : {} owner_id : priority : 2 requ

5 months ago

mbkApprentice

posted in Freshservice

Missing captha in this forum

When missing the captha when creating a topic in this forum it naturally comes up with an error message, but all fields, including the message written has been cleared... Not so user friendly.

7 years ago

DariusGApprentice

asked in Freshservice

Working with department custom fields and web requests

We wanted to create a department custom field to reflect their priority status, so that we could use it to escalate tickets at a different pace based on the client. Easy. Checkbox. True/false. 1st hurdle : discovered that department fields are not visible in workflows, at least not in our basic tier. OK, but I can make API calls against Freshservice from inside a workflow. 2nd hurdle - most of the “department” names have spaces, and for whatever reason, the url_encode filter does NOT replace the spaces, observed by checking the execution logs and seeing the requested URL still has spaces vice “+”3rd hurdle - managed to pipe in a replace: “ “,”+” and that appears to have done the trick…. and get verified json results back. The field type is boolean, and the branch/test node recognizes it as such, but won’t validate against [true] - maybe because the original CF is an array of booleans? OK - manage to get the data out anyway and test it. Test it by modifying select tickets. Activate it

1 year ago

rashmi.nagCommunity Manager

published in Freshservice

Freshservice - Azure AD Orchestration Webinar | Watch RecordingEvent Recording

Hey everyone!November is here and so is our next event for you as a part of the Community Carnival! Session Details Key Takeaways from the session: Session Recording:Wondering about all the mundane IT tasks you have to do every day? Tired of working and delegating it?Every day, IT teams receive numerous repetitive requests like:Password Resets User Provisioning User Deprovisioning User Addition to GroupDid you know that these can be automated with our Azure Active Directory App? Want to know how? Watch the session recording below!Session Details📅 Date: November 15, 2022, Tuesday⏳Time: 11 AM CET💻Virtual Venue: Zoom [Look out for the link on your inbox + Calendar invite]🔗RSVP LinkOur Presenters: Shashang Rajagopal @Shashang Customer Success Specialist at Freshworks Prashanth Kavirala Customer Success Specialist at Freshworks Key Takeaways from the session:🔶 Significance of self-service and the future of automation🔶 How Freshservice orchestration

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4 months ago

vijay_2amSkilled Expert

asked in Freshservice

how to build custom forms

@All, How can create a custom regular forms in Freshservice.When i say custom forms, its not related to Service Catalgs. TIAVijay

1 year ago

baglibiswajit91Apprentice

posted in Freshservice

Freshservice integration with Tableau

Hi, Can any one tell me how to integrate freshservice with tableau. Step by step process. I am not able to do that. Thanks.

4 months ago

rreesContributor

posted in Freshservice

CNAME issues - can't rebrand

All,For the life of me I cannot get my custom portal URL to work.I've added the DNS record and TXT records but keep getting the below message in FreshServiceMain portal portal url: Required TXT record is not present or network issue with DNS propagationHas anyone had success?Much apprecaited.

1 year ago

bhotaSkilled Expert

asked in Freshservice

How to add Offboarding button in Freshservice Customer Portal

I have to add a Offboarding button next to the Onboarding button in the Freshservice customer portal. Is it possible and if so how? Please refer the screenshot to know how it should look like.

7 months ago

rashmi.nagCommunity Manager

published in Refresh IT Exchange

Introducing the Refresh IT Exchange

Hey y’all! I’ve got news!! Something new is coming up for you and I cannot wait for you all to see and share your thoughts!Introducing the Refresh IT Exchange - your one-stop destination for healthy conversations on everything IT!But what is this all about?Check out the below cards to find out more >>>We envision a community having conversations beyond just our products and also be a space where people can learn about the personas, industries, trends and more. We hope to see our members engage in in such conversations too. This initiative was to drive awareness and exchange thoughts, (contrasting or similar) and opinions around topics in the IT industry.All 3 episodes are LIVE!! Go check it out 👇🏼 Comment below the IT topics you’d like to discuss about with your peers.P.S. If we haven’t covered them this time, we certainly will do that the next edition!

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5 months ago

necorbinApprentice

asked in Freshservice

Is there a way to import articles in a batch into the Knowledgebase?

Transitioning to Freshservice, and we are trying to figure out a way to import KB articles in a batch. Is there any tool within Freshservice to do this?

6 months ago

MartinDGSkilled Expert

asked in Freshservice

How do i set a report that shows me the last month of data

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month. Thanks

9 months ago

Chris S.Skilled Expert

asked in Freshservice

Edit text in header of Support Portal

Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!

4 months ago

knauthrContributor

posted in Freshservice

Managing replacement parts and other consumable assets

I am looking for a way to keep track of commonly used replacement parts, like projector bulbs, hard drives and other consumable items. I thought Freshservice would allow us to keep track of quantities and usage, by linking the items to permanent assets. For example: A requester submits a ticket because their laptop is not holding a charge --> a technician determines the battery has failed --> the technician issues a replacement and documents it in the ticket/on the asset that 1 battery was used. At that point, if we had 5 batteries in stock, the system would automatically adjust the in stock quantity to 4. Any suggestions you might have would be greatly appreciated! Thanks so much!

3 years ago

patricksawyerSkilled Expert

posted in Freshservice

API - Create Service Request

Does anyone have an example of how to create a service request via the API. I keep getting errors and need a good place to start.

10 months ago

julioangel1247Apprentice

posted in Freshservice

Asuntos Sociales

Hora de Recogida: 08:30h am,.

4 years ago

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