Incident resolution categorisation
I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService
Custom Ticket Scope?
I need to be able to create a scope that would allow a group of agents to see tickets based on location. For example, AgentA needs to be able to see all tickets where the requester's 'site' field is "A". AgentB needs to be able to see all tickets where the requester's 'site' field is "B". They need to be able to see these tickets by site regardless of what agent or group they are assigned to. However, they should not be able to see tickets from a different site. AgentA should not be able to see tickets where the requester's 'site' field is "B". Is there any way to set something like this up? Thank you!
Webhooks Fail to Run
Hi, I haven't been able to track down any information on my own about this, so no one must be having an issue. I tried to create a dispatch rule to take a ticket with a subject starting with CHN and launch a webhook POST to create a change request. The webhook doesn't appear to run at all, I can set any other number of options to modify the ticket and everything works, just not anything as a webhook. I have created a POST using the link below https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I have tried the following * No authentication, API Auth, User Auth * Different trigger options (Sender, Subject) * Changed rule to set a different custom field (source) and a Supervisor Rule to generate the Change
Adjust Group on ticket re-assign
When a ticket is assigned to "Group A" and an agent in "Group B" (which is not a member of Group A) picks this ticket from the ticket overview page, the ticket is assigned to an agent of "Group B" but still assigned to "Group A". If the ticket is reassigned from the ticket detail view, you must first change the Group before you can manually select the correct agent.
AD sync and user email changes
We are about a week away from changing all of our user's email addresses from a firstname.lastname@example.org format to a email@example.com format. When I made this change to my own account yesterday, Freshservice created a new account for myself. We are synchronizing our users from Active Directory using the FS Probe. Is there a better way of doing this so our users don't lose ticket history and get a new FS account?
Slack integration breaks IOS app
The slack integration for fresh service breaks the ios app. I spoke with slack support and there is apparently a known bug in slack in which if a bot sends too many large messages the ios app becomes unstable and crashes. I recommend that an option be added to shorten the email messages that are created from tickets. such as removing email signatures or just adding a shortened message.
We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.
api examples ?
i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused. i would just need some html examples. thanks
Multiple users on a PC?
How does the Fresh Service agent handle PC's with multiple users? For example, we have some PC's in our manufacturing area that have 5-10 users logging in and out throughout the day. How does the agent handle/decide which user to display in the "Used By" filed in the CMDB? If the displayed user leaves the company, how do we manually change the "Used By" field to indicate the new user if known?
Blank Dashboard Screen
Okay so my problem is that after logging in as an Agent, the Dashboard is blank (as displayed in the Attached picture). Refreshing the page or going to a different tab and clicking Dashboard again, still displays a blank dashboard.However, if I click the "View All" link in the right side pane under " New Announcement", then click the page back button in Microsoft Edge, the Dashboard loads just Fine.This only happens in Microsoft Edge Browser and works fine in Mozilla and IE.
Issue with Probe and its agents
Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?
Integration with Datadog
What's the best way to integrate with datadoghq.com? It supports webhooks to alert when a metric alert is triggered. Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there.
Ticket Watchers' Out of Office Auto-Reply adds Public Note to Tickets
Hello, We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in. In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening. As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue. Thanks, Jess
Freshservice Discovery Agent
So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.
Unicode in usermames
Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем" look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!
I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?
Email Notification to Customer (on Ticket Creation)
We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.Can you please help us out?
Pending status translation to dutch is incorrect
We frequently experience issues with our agents that assign the wrong status to a ticket. In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket". These are 2 completely different statusses. Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply"
Question about Managed Assets
We are looking into FreshService for helpdesk and also asset management. If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them. The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis. I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.
Dispatch'r Question re; Company Name in Condition
Hi, When using Dispatch'r rules. Under Condition. If I select Company Name I have to type in a value. Does this value represent the names of the companies I have entered under Admin / Companies ? If so does this mean that any ticket being opened by a requestor that is listed against that company will met the condition? Thanks.
sorting on the assets screen
when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name
Add # of Views for Article Listing (same as Freshdesk)
This feature is in Freshdesk but now that we switched to Freshervice I see it's not there. I run visitor analytics monthly and part of that is tracking # of views for our 200+ articles. The two products are very similar I was surprised this item was missing. Attached image shows the article metrics for FD v. FS.
Hi there, we have reviewed the documentation and trying to better understand how approvals work. Is there documentation that explains in detail what an approval can do or can't do? For example, in the following dispatcher rule detailed in the attachment, What exactly will the approval be doing to this service request? With my test account who is an agent I can see the ticket is created, I can access it, I can see there is a pending approval which has not been approved, what seems confusing is as an Agent I can still edit the ticket, resolve it, etc. Is there any Validation the approval can perform for example "TIcket can't be resolved until approval is approved"?
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