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Employee Experience

1761 Topics

Chris S.
Skilled Expert
Chris S.Skilled Expert
asked in Freshservice

Add Response time to ticket list

Hi,A customer asks me if it is possible to get the response time in the ticket list.I've looked at the available filters, searched through the support articles and through the available Apps but it looks like this list is not customizable.Or did I miss something?Anyone with an idea about where I can search next?If not, next stop will be support ;-)Thanks in advance!Gr.Chris 

3
Russell Ho-Aitken
Contributor
4 months ago
jemi tala
Apprentice
jemi talaApprentice
posted in Freshteam

How did I use freshteam APIs to build a ReactJS app in 4 hours?

In the dashboard, Freshteam does not provide employee counts - charts by the team, branch, work mode, and designation. Additionally, it lacks a feature that allows for easy access to all of the employee capabilities and data in one location.To solve this, I have created an app that has all these features.GitHub Link: https://github.com/DhiWise/Company-intranetVideo link: https://youtu.be/x0wDffQsJT8

1
Gautham
Community Debut
6 months ago
S
Apprentice
smriti.nairApprentice
published in Freshteam

How do I add my hiring panel to a particular job opening?

Hiring is not a one-man job. You have multiple stakeholders such as candidates, hiring manager, interviewers and so on. To associate them to a particular job opening:Go to the Job to which you want to add the hiring panel. Scroll down to the end of the page where you find the option to add your hiring panel. You can only add members who have been using Freshteam. To invite members to use Freshteam, click here.

370
S
Apprentice
2 years ago
Mark_Stenning
Apprentice
Mark_StenningApprentice
asked in Freshservice

Scheduled report attachment changed from .xlsx to .xls since 28th July

I’m raising this here because I’m not getting much progress with Freshervice Support.I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet.Anyway, this was running perfectly and produced an attachment in .xlsx format.Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error).The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?

1
rajagopal.baladhandayutham
1 year ago
Mo.Wael
Contributor
Mo.WaelContributor
asked in Freshservice

Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

2
Daniel Söderlund
Skilled Expert
26 days ago
S
Apprentice
sbnw22Apprentice
asked in Freshservice

Seeing all tickets from Department

Hi, I’m new to the Fresh Service, and we have users that have reported they were able to previously view all tickets in the department.I’ve checked their profiles, and they do have “Can see all tickets from this department” checked off.I assumed their identity, trying to open a ticket by someone else in their department by changing the ticket number in the URL, and it’s met with the message: You are not allowed to access this page!Is there something we’re missing?Thanks

1
afautley
Skilled Expert
1 month ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

What do you think of the Gartner Hype Cycle for ITSM 2022?

It can be accessed here, with XLAs at the peak and IT service catalogs at the nadir:https://www.gartner.com/doc/reprints?id=1-2AL7FXPB&ct=220715&st=sbI bet there’s lots on here you have heard of (yet). I know I haven’t.

0
manns
Skilled Expert
6 months ago
C
Apprentice
clientaccessApprentice
posted in Freshservice

Sorting by updated_at desc/asc API

Hi there,I am trying to get the most recent updated ticket. But I am only able to use this endpoint https://rexford.freshservice.com/api/v2/tickets?updated_since={{timestamp}}, is there a way to not needing to have a timestamp but rather sort update_at desc?

0
C
Apprentice
2 years ago
M
Top Contributor
mike.bTop Contributor
asked in Freshservice

How can I get all Employee Onboarding fields (workflow or API)?

Hello!Our employee onboarding process is just HR → Reporting Manager, asking each for information.  However, the display of the collected information in the ticket is a little… lacking (it’s a two-column layout, not easy to set the order, paragraph fields are collapsed into a single line...) I set up a workflow to add a private note to the ticket with the fields we want in the format we want… it works great for most fields, but not all of the fields are available as placeholders - the paragraph fields are not listed as options.I decided to see if we could pull the fields from the API instead, but no luck.Pulling from https://[domain].freshservice.com/api/v2/onboarding_requests/[num] the ‘fields’ objects lists the fields (including the paragraph fields), but only the ones for the HR step - none of the Reporting Manager-filled fields are included. So my questions are…Is there a way to access onboarding paragraph field placeholders within a workflow? or Is there a way to pull ALL (HR and

0
A
Community Debut
2 months ago
L
Contributor
lochy.wraggContributor
posted in Freshservice

Assistance with Interface API to show modal

Hi Team,I am trying to get a modal to popup on the new changes page with a bunch of matrix info and other documentation.How do we get the interface api from here to work and get this modal to pop out?Regards,Lochy.

2
L
Contributor
3 years ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

What do you think about ITIL?

Especially ITIL 4 and the changes re ITIL v3/2011. I’d love to know and maybe we can help each other with our ITIL-related issues.Please share your thoughts as a response.Thanks.

1
M
Skilled Expert
1 year ago
fs_user_1234
Apprentice
fs_user_1234Apprentice
asked in Freshservice

Custom checkbox field value breaks workflow web request

TL;DR I have a service catalog item with a checkbox custom field. when i use that custom field as a placeholder in a workflow web request body, the web request body is empty -- why? Hi, I have an automator workflow that's triggered in response to incoming tickets for a particular type of service request.The corresponding service catalog item has a checkbox field on it, called, say, "Is Checked".I want a web request node in the automator workflow to post the value of the checkbox back to my application in a webhook. So, using a placeholder for my service catalog item's custom field, I have a web request body that's configured like this:{  "other_field": "example",  "is_checked": {{ticket.ri_123_cf_is_checked}}}This workflow works correctly when the checkbox state is true, but when the checkbox value is false it doesn't work -- the body of the web request is empty. See attached image -- the workflow execution logs shows an error and an empty request body.I can repeatedly reproduce this e

2
Daniel Söderlund
Skilled Expert
20 days ago
M
Apprentice
MitchellCApprentice
asked in Freshservice

Change Success

Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris

2
Bewitchingmaker
Top Contributor
1 year ago
A
Apprentice
ashowcroApprentice
asked in Freshservice

Dashboard Widget Limit

Didn’t dashboards used to have a limit of 30 widgets? Is there a date for when the new limit was set to 20, and an explanation as to why? We have several business owners that used up to the 30 limit and would like to know why/when this changed. 

2
A
Apprentice
5 months ago
Mo.Wael
Contributor
Mo.WaelContributor
asked in Freshservice

freshserive send auto-replies to tickets that comes in after business hours

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

2
BrynCYDEF
Skilled Expert
1 month ago
W
Apprentice
WillHarwellApprentice
asked in Freshservice

Scheduled workflows with approval

I’m trying to create a scheduled workflow that would allow me to request an approval from a manager before continuing through the workflow. For whatever reason the “Send Approval mail to” action item does not appear in scheduled workflows. Does anyone have any suggestions or workarounds that I can use?  

4
Casey B
Community Debut
17 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

What does a day in the life of an IT professional look like?Conversation

IT folks across the globe, across industries and roles have had their ticketing portal buzzing, emails overflowing, people rushing up to them for quick fixes and so much more. In short, IT folks have endless requests coming their way from different directions. But do we exactly know how their day looks like and all that they do? It’s time to find out.Here’s a question for all the IT folks here in this community playing different roles - IT agent, administrator, manager, director, etc. in their respective workplaces - What does your day look like?Feel free to include How your day looks like? How you plan your day? How you navigate through executing your plan? What works for you? What does not work for you? What are the challenges you are facing in recent times? Well, who knows, each response can be similar and diverse in many different ways! Looking forward to reading them.

371
zachary.king
Skilled Expert
1 year ago
T
Apprentice
tzzzApprentice
asked in Freshservice

Cannot find permission within agent role for create new vendor

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:  

3
mcdaniel.scott
Community Debut
23 days ago
G
Top Contributor
gdavid16Top Contributor
asked in Freshservice

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.  

3
scroogee
Community Debut
1 month ago
KrisC
Skilled Expert
KrisCSkilled Expert
asked in Freshservice

Ticket history not showing for the "Requested For" user

Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around?  Also, there is no way to send an email via the ticket or automator using the email for the requested for user.

3
KrisC
Skilled Expert
4 months ago
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in Freshservice

How do I prevent a CAB member from approving their own changes?

Members of our CAB also request and implement change tickets of their own. I want a simple way to remove a CAB member from the list of approvers if they are the requester or implementer.  How can I achieve this?

1
manns
Skilled Expert
1 year ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Escalating an issue within support@freshservice

Please can someone tell me how I can escalate an issue within Freshservice support? Does anyone have a contact name/email/Skype for a senior manager there?I needed to update ticket categories as we are now supporting multiple companies and wanted to take the opportunity to do some housekeeping. I spoke to Freshservice about this in February and was told if I provided a .csv of the tickets and the new fields then this could be updated. During my data housekeeping, I also found a bug in the system which unfortunately meant I lost data from all our tickets. I was told if I provided the correct data (which luckily I had exported) then this could be rectified.I have spent a considerable amount of time getting my data ready and having multiple conversations on the phone and email with Freshervice support, then suddenly last week I received an email saying that actually they couldn't update my tickets or correct my lost data.I responded to the email on Friday, expressing my disappointment, an

2
T
Community Debut
7 years ago
W
Contributor
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,

1
T
Community Debut
4 years ago
S
Apprentice
salvador.eApprentice
posted in Freshservice

Monitoring solution articles

Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal

1
T
Community Debut
4 years ago
S
Apprentice
snakey8142Apprentice
posted in Freshservice

Customer with own IT (Tickets/Solutions)

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

2
V
Community Debut
3 years ago

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