Hello Dev,Can we create a serverless app for freshservice, where ticket get raised. App will start a clock from start from second. (e.g. 20 Sec) Which will be stored in custom form field for ticket property. Which value can we use at workflow level to trigger some workflow after custom time when ticket is raise. Can any one help me to get developed ?Thanks
Hello Fresh Community,We are new to Fresh Service and hoping to create a default view for our end users in the Service Catalogue view in the Support Portal. It currently defaults to “All Items”.We would like to curate a specific sub-section of items in the homepage instead. Is this functionality possible?Thank you,Michael.
Hey,I need some help with sorting out our software workflow, and I think we’ve stumbled upon a bug. Whenever a new software contract is created, we can add service items and cost details no problem, but it seems like Freshservice is only using the information from the top row. If I add an item with 1 unit, that 1 unit will show up in the related Software license list. If I then add another Item, and additional units, those do not get added to the software license list. In the first screenshot, it should translate to 1 license in the Software view, and the screenshot below should translate to 3 licenses in the software view - right? Unfortunately, it’s still only showing 1 license available. When we change the top row to 3 though, that data is sent and in the software license view we can see 3 licenses.I’m assuming this is a bug since it can obviously receive the number from the top row but not from additional rows. It also works to add separate contracts, but that’s a whole othe
When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below.
I have several actions that are performed on a ticket from inside an app via api calls. this has lead to issues where the user has overridden data that has been set by the app because they either failed to reload the ticket or did not see the “Updates” icon Is there any way to refresh the ticket page when the user is finished in the app? current they finish by clicking a button in a model
We have deactivated agents but every agent we have ever had is still showing in the Agent drop-down on tickets. This is bothersome, we need to scroll to find the right agent every time. We only have 3 current agents and 7 deactivated. I can’t find a switch to hide them
Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents. Am i missing something
Have you successful employed machine learning, natural language understanding, and/or chatbots to improve the adoption of your IT self-service capabilities?If so, please share what worked with others as a response to this post (plus, what didn’t as this is often just as useful to know).Thanks :)
Hello,Does anyone know if there is any way to view a current bulk import of requesters, stop a current import, or start a new import? This feature appears to be available via the freshdesk API (https://developers.freshdesk.com/api/#import_contact) but not for the freshservice API (https://api.freshservice.com/v2/#requesters)?This would be very useful since I started a bulk import of requeters over two days ago and it appears to be stuck. The web interface will not allow me to start a new import because it thinks the current one is still running.
We currently use only the ‘Department’ field, which means that Sub Departments & Business Units are empty in employee profiles (which doesn’t look great), is there any way to get rid of them for now? I don’t seem to see this option in the settings. Many thanks for the advice!
Hello, I have a question regarding admin Privileges for Onboarding.Does the account used for “Create User” in Microsoft Active Directory via Orchestration really need Full Admin Privileges? The installation guide mention either Administrator or Remote Management Users but is there another way?https://support.freshservice.com/support/solutions/articles/50000003264-installation-guide-for-microsoft-on-premise-active-directory-orchestration-app“IMPORTANTThe login credentials used in the app configuration should be either of an Administrator or an user who has been added to the built-in group “Remote Management Users”.”
Hi all,I am a newbie with Freshservice Orchestration!We have recently setup the Active Directory Orchestration, and I d’like to start with unlocking users account:In below image you may see the first steps: Problem is that I do not uderstand how to het user detail:It seems that it needs one of the below parameter, but what to input inside the name field, in order to get Distinguished name? I may even skip this step and proceed directly to “Is user account locked”, but same question: which string of code I have to use? Thanks to anyone willing to share his experience!
Hi all!I’m wondering what others are doing in regards to Alerts in FreshService. We have done some basic email integration for alerts. I like the idea of not opening a ticket for every alert because we do not need to do so in many cases. However I would still like to get a notification when an alert comes in some other way because otherwise they just sit there. I realize this could also be a feature request but I wanted to see if anyone here had come up with another way to make alerts more effective.Thanks!Karli
I recently switched from Manage Engine Service Desk Plus (MESDP) to Freshservice. One very disappointing issue which I was told wasn’t going to be an issue by sales (go figure) is that in MESDP you could create a project and invite as many viewers to your project as you wanted, you could even assign users outside of your department, outside of your company tasks to complete. It was also very easy to report on, scheduled HTML IN LINE reports that would come to your desk daily. I could be wrong and if I am please tell me, but in freshservice each person has to have license to edit, view, be assigned tasks, etc. And reporting is USELESS.I have had to scrap using Freshservice for project management, but I couldn’t go ask for MORE money so I am using Microsoft Planner tied to a sharepoint page. It works, but I still wish for integrated project management that was usable and didn’t require me to license half the company to use effectively.Mainly a rant, so that maybe someone will fix it
The Onboarding module offers some nice features such as build kits with pre-fill capabilities for additional items. However, I’m frustrated that I cannot create a business rule to apply to the Onboarding form. For example, if we want to require that Onboarding requests include the start date which must be at least 10 business days out, I cannot enforce that with a business rule. However, I have recently noticed something new in the automators...now we can build expressions. Are there any videos yet available that demonstrate how to build an expression in a workflow automator?
Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):ITSM Practice and Adoption levelService desk 89%Incident management 89%Service request management 85%Change enablement 84%Problem management 80%Knowledge management 79%Asset management 78%Relationship management 77%Continual improvement 73%Financial management 72%Service catalogue/self-service 69%How does this adoption profile stack up with your organization? Please let me know as a response.
Could someone please explain to me when exactly the “These events can be performed by” setting for a Workflow Automator event takes effect?We tried to set up a workflow when a service request is raised. The workflow should be triggered only when an agent creates the request. Therefore, we have set the option “These events can be performed by Agent” > “Any”. When I now create a new service request as an agent user, the workflow is not triggered.When I change the setting to “These events can be performed by Requester” the workflow is triggered also for agent users.I have not found a convenient method to get the desired result with conditions.Kind regards,Matthias
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