Hello,I have created a system access request form for our organization. In the request item, I have several child tickets linked, each of which are a specific application/site. A different individual fulfills the access requirements for each child ticket.A manager opens the system access request form, then selects the application child tickets that they want to grant access for their employee.I would like to know how to configure the workflow automator to send a copy of the child ticket via e-mail to the appropriate approver for each individual application. For instance, if child ticket 1 is selected, it e-mails John Smith the ticket URL so that he can fulfill the request. If child ticket 2 is selected, it e-mails Mary. If 1 and 2 are selected, it e-mails the corresponding ticket to both John and Mary.
Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips:Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as a
Hello,I’m new to Freshservice. I just want to ask if where can maintain the Sub-category and Item for SR? I'm having this kind of ticket view for all SR tickets. Also, I noticed when I point it to subject field, it will show - this ticket has no description. Is this the description system is referring to?Note : All my SR has description since its a required field. so i wonder what is this thing.
Hi, I am trying to automate the onboarding process via Workflow Automator for tickets.My OnBoarding process creates a ticket with several custom fields. One of these fields is ‘Employee Private Email’ (text field).The idea is to send an email to the new employee (value taken from the ‘Employee Private Email’ custom field) asking some questions. The reply will be added to the ticket as a comment. I am not able to add custom fields from the OnBoarding module, at least not in the ‘Send Email To’.. I can use custom fields on the onboarding module in the Subject, but not in the ‘To’ address. Any ideas how to get this to work? Thanks,Eyal
Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.
Is there a way to be able to link solutions to tickets (incidents or service requests)?I know you can send the user the solution from within the ticket, but it doesn’t tie the ticket to the actual solution. If this was possible then it can demonstrate or validate the solution, report on how many times the solution had been used in ticket resolution etc. I see you can link solutions to problems, but is that the only way?
Thanks in advance in assisting me. Goal: Check for multiple conditions and perform action for each without ending the workflowExample: A requester asks for access to Domain A & Domain CPlease see attached image of workflow. How do I create a workflow that checks for conditions and completes actions simultaneously to other conditions and actions? I feel like the only way to achieve this would be to copy the domain B, C, & D workflows under both the rejected AND approved paths in Domain A, Domain B would include the workflows of C & D, Domain C would have Domain D and D would not have any others as it is the last condition to be checked. There has to be a better way. Save my brain. ;)
It doesn’t matter whether you need a plumber or an ITSM consultant, it can be difficult to select “the right one” from all the potential options. I like Stuart Rance’s simple advice for this - “The best way to select an ITSM consultant is by word of mouth. Talk to people you know and find a consultant that has done good work for other organizations.”Have you used this approach? Or, just as importantly, have you used a consultant/consultancy firm that failed to deliver what you needed?Either way, it would be great to share some related experiences and advice among the Community - please add your experiences and comments as a response.
We are new to FreshService. While exploring the functionality of Workflow Automator, I am wondering if the following scenario is possible, if not, how it can be addressed as automated as possible?One of our service catalog item is creating a subdomain name and point it to a specific IP address for the purpose of marketing or events. The requester will be asked for the duration/expiry of such request so that we can terminate and remove the pointer from the DNS server. I am thinking of upon approval of said request, create an Automator rule to send a reminder for the requester upon expiration date about the expiration of the request and if they want to extend it they should update the request, else set a task for the agent to remove the subdomain name.In the Workflow Automator however, if I want to send email, it is immediate, I can’t specify a wait duration before the email is out. Any idea is welcome.Thank you in advance.
Hi there,We use the automated email notification to inform a customer that a ticket is created when they email us. However, we often have situations where we contact the customer without them reaching out to us first. In these situations we manuelly create a ticket to start the contact.Is there a way to prevent the email notification that a ticket was raised when the ticket was manually created by an agent and not raised by the customer themselves?Thanks in advance!Sam
Hello, I’m having difficulties configuring the integration between Freshservice Alerts and SolarWinds.I used this documentation:https://support.freshservice.com/support/solutions/articles/50000002747-integrate-solarwinds-npm-with-freshservice-alert-managementWhen trying to simulate the alert SolarWinds says that ‘action executed successfully’ but the test alert is not created in the alerts section in Freshservice.API reference at https://api.freshservice.com/#introduction shows CURL examples only for tickets, changes etc. but not for Alerts.Can anyone suggest how can I debug the configuration using CURL or some other method?Has anyone successfully configured the integration with SolarWinds? Any gotchas you experienced during the integration setup?Thanks!P.S.I’m not a developer.
One of the interesting stats from an IT self-service survey we ran with Freshworks is the relative level of IT support channels offered…It shows that email and self-service are now both more popular methods for accessing service and support than telephone:Email – 84% of organizations Self-service portal – 82% Telephone – 76%But this is the supply-side view, is the demand-side - i.e. your employees - following suit?Please share your opinion(s) as a response below...
In a recent joint survey with Freshworks, we found that only one in five organizations (21%) think that the expected ROI for their self-service investment was achieved.How does this stat lie with your organization’s experiences with self-service? And if you’re one of the 21%, what would you recommend that others do to be successful with self-service?
Freddy AI empower your agents with intelligent recommendations and frees up their valuable time.Here are some of it’s ‘PAW-some’ traits that you should know:1. It is NLU-trained smooth talker2. It is a thank you detector3. It gives 24*7 instant support to boost employee productivity4. It is pre-trained and can automate tasks5. It is an agent in disguise6. It is just a chat away to provide instant support7. It values your timeFreddy is every IT Agent's BEST FRIEND!
I am looking to report on Assets, and one of the fields that need to be included in the report is the Warranty Expiry Date. I am not able to select this field to display in a Report or from within the Analytics module. I have also used the API documentation to retrieve a list of Assets, and even while using the setting to display all fields, the Warranty Expiry Date is not retuned. The only way I’ve been able to get that field is to go to the asset listing and export from there. That is very un-ideal, as this report does not download istantly. It sends me an email after a few minutes with a link to the data (not even attached as an Excel file). Is there somewhere else I can get this info to report on?
Just saw this in the suggestions, which maybe would have helped, but I didn’t attend (did this get recorded?) But my scenario is this - we have catalog items (software, specifically) which are opt-in, but require no approvals or manual input at all. Using Workflow Orchestrator, we’re able to handle the tickets, even do the app provisioning, close the ticket, and so on. The one thing we can’t seem to do is actually trigger the license allocation - the equivalent of hitting the “Fulfill Request” button on the service item.When you hit the button, the browser makes a call to “/api/_/fulfill_service_request” but this doesn’t work from an API client, and I presume wouldn’t work in Orchestrator either…Has anyone managed to fully auto-fulfill service items? What am I missing?
I just noticed something odd, in the middle of migrating data and doing initial setup. The ID numbers for agents shown in the web UI do not seem to match up with the ID numbers in the API.This might be expected but it seems really weird, and I’ve never seen another app that seems to have different IDs for seemingly the same objects. Is this the same for everyone?ID from the Web UICan’t query via the web UI ID in the APIBut if I list all agents and pull the same person’s ID from there (different ID)Using that ID in the API works fine
In the Fields for projects, I have setup the fields The question is the numbering of projects and the project list display. We number our projects like thisKey – Prefix = DropdownYR – number 2 digitsSequence – a 4 digit numberQuarter – DropdownQualifier – dropdown Here is my question. I want to create a filed that combines all the information into one field. In the fields above if I enterKey – ISSYR – 21SequenceQuarter - 3Qualifier - G have the results like the below inserted in a box that I can display on the ticket.ISS-21-1078-3-G
I’m not the “super admin” within my Fresh Service instance but I have been granted some elevated permissions. I’m want to access the “https://millimanhelpdesk.freshservice.com/api/v2/groups” api to pull a list of groups - primarily to match group ID to group name. However, I’m currently getting an “access_denied” message. What permissions do I need to ask for in order to access the groups api? Thanks,Ryan
Gartner says that 80% of organizations will switch to service orchestration and automate cloud-based workloads by 2024. Now, who doesn't want to be one among those? Here's how you can help!Join us for an exclusive session on Aug 26th to learn how to: Stop focussing on manual and repetitive tasks. Start focussing on how to automate with the Orchestration center.This hands-on session will focus on:1. Automating employee onboarding activities in Microsoft AD2. Setup frictionless AD password requests3. Setup agent-less service request fulfillmentSAVE YOUR SEAT NOW
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