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Employee Experience

Employee Experience

1910 Topics

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bhotaSkilled Expert

asked in Freshservice

Onboarding Requests Report

I want to create a report on all onboarding requests where the Date of Joining is today. I am unable to create such a report as the Date of Joining is a field in the Onboarding Request form and not a field in the ticket form. So seems like there is no option to create a report with Date of Joining as a filter criteria. Any workaround is appreciated.As a general comment, lately I am finding a lot of shortcomings in the Employee Onboarding module of Freshservice. Lot of simple features are missing.

6 months ago

SLuethiContributor

asked in Freshservice

JTAVOLAROSkilled Expert

asked in Freshservice

popup notifications when closing a task, posting a note or forward, etc.

those little popups that tell you a task was successfully closed, or a status was successfully updated, or any other change to a ticket, are annoying as heck when they pile up and start to cover navigation buttons or other vital parts of the screen. Can they be turned off, or relocated, or converted to a status bar message?

5 months ago

Jérôme de LagausieSkilled Expert

asked in Freshservice

Extra complex on-boarding form

Hi Team,Currently, our on-boarding form is… an e-mail.There are a lot of fields in it, some answers should be conditional, depending on previous fields, some fields should be dynamic dropdown lists (e.g. who will be the manager? Which will be the department) where choices come from external systems, etc.Obviously, I would like to create something better than an email where I can make no control (and most of the time, forms are incomplete, incoherent...) but I found no way to build directly in Freshservice such complex forms…So, imagine I would be able to construct some external services that dynamically builds an html+js form, how could I integrate it to Freshservice so that I could activate all the automation power of Freshservice to create AD records, sub-tickets and so on for our onboarding process?Thank you for your ideas!Jérôme

3 months ago

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.

7 months ago

JnovozinskyApprentice

asked in Freshservice

Approval Portal Details

Hello,I am having an issue where service requests submit via the portal are not showing BOTH the details of the service request and all the comments, replies, and public notes included in the ticket.The portal approval link only shows the details of the requested item:The public ticket link does show the comments, replies, and public notes, but does NOT show the details of the requested item, nor does it provide a way for the approver to approve the ticket: I need a way to have just one landing page that shows all of the following:The details of the requested item The comments, replies, and public notes within the ticket A way to approve or reject the itemIs there a way to do this? Either via some built in Freshservice setting or HTML?Thanks!

1 month ago

AviationstuffApprentice

asked in Freshservice

Workflow Automator Double Quotes

At my org we created a Workflow a couple months ago that sends data through the web request node to a custom api that our eng team manages. We’ve received reports that the workflow stopped working and when we started troubleshooting we noticed that the issue is around the “” in freshservice. We took a new approach and made the requested permissions and permissions grouped as one array with an expression builder. We’re wondering if there’s a way to update the single quotes to double quotes with a liquid filter. When we tested using {{expression_with_result | “’’”,““”” }} it doesn’t update the quotes. P.s (We used to have “” around the values in a custom object but that stopped working I’m not sure if this is related to an update recently)Expression adding values to a single array, when added with double quotes it converts them to single quotes. When multiple double quotes or single quotes are added it still fails to read the permissions correctly. Example of a call going through when en

1 month ago

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.

6 months ago

jstlaurentContributor

posted in Freshservice

Barcode Scanner added in the iOS app to help scan assets.

This feature does not appear to be available in the new version. I checked and there are no updates for the Frreshservice app. The store shows the app as version 1.0.3 and with an updated date of Feb 17,2015. I am using an iPhone 5c.

8 years ago

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

2 years ago

KimSContributor

asked in Freshservice

Issue with OAuth redirect URL

Hi all! I’m trying to integrate with ServiceNow using an OAuth 2 credential. After I get the consent screen from ServiceNow, I get this error on the redirect URL page.{"code":"access_denied","message":"You are not authorized to perform this action."}I’m doing this as the org admin. Any ideas what it could be?I’m using this as my redirect URL:https://<yourdomain.freshservice.com>/api/_/credentials/oauth_callback

3 months ago

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;}

4 years ago

maghedSkilled Expert

asked in Freshservice

Mandate Asset on Change

Hi,I would like to have it mandatory to populate a Change ticket with an Asset at a certain status. This is not included in the change lifecycle settings as far as I know. I have instead tried to apply business rules that “Mandate Asset” as indicated in the screenshot but it simply doesn’t work. I can still create and/or edit changes without being asked to populate an asset.Has anyone encountered this issue or has other ways of achieving this? I tried to apply the same rule for Tickets. It works for “new” forms but not on “edit” forms.

1 month ago

mannsFeatured Influencer

posted in Freshservice

What's your IT service desk's key metric?

Which of the likely many IT support performance metrics you get from Freshservice do you consider most important for managing and improving IT service desk operations and outcomes?Please let me and others know as a response :)

1 year ago

wadeContributor

posted in Freshservice

generateTargetUrl()

I am trying to setup a webhook for Continuum to post its ticket updates. They sent me the following about the payload they send and how they send it to the webhook:We are passing the Content-Type as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=). Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,

4 years ago

jessica.schnellContributor

posted in Freshservice

E-mail support replies creating new tickets

Our company would like to use both the web portal and offer e-mail based support. Mail is being forwarded from our own support e-mail box to our freshService support e-mail address and creating tickets. Here's the problem. Say the customer e-mails individual B directly and CC's support, when Individual B replies to all, including the support e-mail, a new ticket is then created in Fresh Service. Is there any way around this? We would like to append the reply to the existing ticket. Thanks for any suggestions.

9 years ago

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 year ago

karliApprentice

asked in Freshservice

Alerts for your alerts?

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

1 year ago

J PritchardApprentice

asked in Freshservice

Can FreshServce and Snow work together?

We use Snow Software to manage software and hardware assets for a client it would be very helpful if we could get the two apps to talk to each other?I have seen third party applications out there, but at $500 a month, that’s not really going to work. In light of all the Orchestration Apps that have just appeared, I am wondering if Snow could be fixed to work with FreshService too?

1 year ago

JCCContributor

asked in Freshservice

Software Licensing

Hi AllI have started to use Freshworks for Software and Licensing. Does anyone know if I can import a CSV with the users I have licensed in Azure. There is an option to import assets from a csv but I can’t find one for Software. Thanks in advance. JC

1 year ago

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