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Employee Experience

Employee Experience

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RobinNorenApprentice

asked in Freshservice

How to add multiple forms in user portal?

Hi! I’m new to freshservice and have some questions.We would like to work with custom forms and implement those in our user portal. But, i can’t seem to find a way to make multiple forms? Just to clarify, here’s som pictures:Below is the user portal where user’s will submit their tickets.Now, when i press this button i come to this page: Instead of coming directly to this form, i would like a drop-down or something else where the user can make a choice which system the have issues with and then be sent to the custom form made for that system.Next question, when using Field Manager it only seems that i can use one Ticket Field and not create more than the one that’s already there. Maybe a good app for this, or?

1 year ago

Jess StiedemannApprentice

asked in Freshservice

Authorization troubles

I'm having trouble signing in to my account. I will follow the update of my browser as you recommended. I have employee monitoring software running and it recognizes this site as untrustworthy. It turns out that I cannot use your product during worktime. Please help me to solve the problem.

1 year ago

MatR40Apprentice

asked in Freshservice

Freshservice Forms - Image

Hopefully this is a simple answer. I did a search but found nothing helpful.We have a Freshservice form that we’ve set up for customers to fill in when requesting a new workspace be set up in an IT platform we use and there are a limited number of colour options available. We would like to include an image/screenshot of those options in the form so that we no longer get specific colour requests that we have to respond to, i.e. ‘Can we have it in Mint Green?’ No, but we can do just Green.I’ve looked at the form creator but can’t see an easy way of adding an image in. Is this possible? If so, could someone explain to me how I do it.

1 year ago

Jason3DRApprentice

asked in Freshservice

Custom Asset - Linked Components?

I am adding Drones as an asset, I would like to require creation of a controller asset when someone adds a drone. Can anyone point me towards a good reference?

1 year ago

j.nickellContributor

asked in Freshservice

Too many Conversation notifications when saving note on ticket

This feels like a recent change, but if I make a private (or public) note on a ticket I have noticed recently that I get a “# New Conversations” popup that persists until I click the refresh button on the popup. Sample of the notificationI totally get the validity of these popups if the ticket customer, or another agent were to make a note on the ticket, but if I am the one making the update, these notifications only serve as noise and confusion.Now when I see the notification, I need to try to determine if the notification is about “my saved note” or perhaps something new just came in?The popup doesn’t disappear with time like the save confirmation note in the upper right corner, instead it sits there front and center. Again, I think this just started recently. I called support and they said it was ‘by design’ with the idea that multiple people are commenting on a ticket. Again I get the need if someone else comments on the ticket, but if I save a note, you don’t need to tell me t

1 year ago

mannsFeatured Influencer

asked in Freshservice

Thanksgiving and the IT service desk

Hi allAs my friends in the US and around the world give thanks today, I thought of all those people who tirelessly work to help others on their organization’s IT service desk.What or who in IT would you give thanks for (and you don’t need to be American to do so)?Please let me know in a response :)

1 year ago

DamianJBunnApprentice

asked in Freshservice

Reporting woes

I am new to Fresh Service and whilst I like the concept I am struggling with a lack of basic functionality (or lack of knowledge). As an example when setting up a test I ran an asset scan on some old kit which worked fine. Now that piece of kit has been removed I am left with 600 legacy pieces of software, unique to that machine that I want to remove. There is no facility to bulk delete software other than going through FS Support who request a list of the software so they can remove it. No facilty to export a lit of software so I jump onto Reporting. Cannot for the life of me find a way to report a list of software items which are not installed on any assets, in fact I cannot even work out how to list the software database.I appreciate this is a cloud service but what is really letting it down for me is the lack as I said in my first line of basic functionality and over complicated reporting.We are still in proof of concept and at this stage I cannot justify extending and may be force

1 year ago

alephtaphContributor

asked in Freshservice

Merge SCCM user and probe active directory user

Hi everyoneI’m new to Freshservice, and I’m trying out some features. I installed the SCCM and the domain probe. Unfortunately I had first started the SCCM sync which has imported the users. A day later, I have discovered the domain probe and started the sync. Now the user are not merged.I.e.:I have a user called John Appleseed. He was synced via SCCM and later via domain. When I check his entry, I only have his name and the email address.A different user Heidi Smith dosn’t have a device therfor no SCCM sync but a domain sync. From her, I have the name, department, position, email address, supervisor…What can I do or how can I fix this?Thank you all for your help.Best Regards,

1 year ago

AkkshayApprentice

asked in Freshservice

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

keefe.andrewsSkilled Expert

posted in Freshservice

Using Microsoft Intune for Fresh Service Agent Deployment

I saw different support articles about how to deploy the FreshService Agent, but I had not seen one around using Microsoft’s Intune. We are currently using Intune for software distribution and I figured it would be helpful to share how we deploy the agent with Intune. Let me know if this post is helpful and works for you.Assumptions: You have the fresh service agent msi file downloaded on your PC. You have the Intune app builder “IntuneWinAppUtil.exe”. (we find this offers more custom install options than just using the MSI “line of buisness” app deployment feature in Intune) For information about the Intune app builder see this Microsoft Article: https://docs.microsoft.com/en-us/mem/intune/apps/apps-win32-app-managementBuilding your deployment:Save your Fresh service agent file in a folder by itself on your PC. In this example I used C:\temp\fs. Run the IntuneWinAppUtil.exe as an administrator. Specify the source folder: C:\temp\fs Specify the setup file: fs-windows-agent-2.9.0.ms

1 year ago

KattckApprentice

asked in Freshservice

Power Automate Ticket Connection vs Service Request

Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam

1 year ago

freshNoobieApprentice

asked in Freshservice

Releases triggered by change window start time

Hi All,I’m new to Freshservice and I have been trying to get a full end to end workflow to do automatic release deployment based on the change management window.I can get the release to deploy if I login as an agent and just change the status and trigger an event, but ideally I want it all to be automated and have it triggered based on the change window condition = true. What I’m hoping to achieve, not sure if this is possible:Change request is created Change request is approved, planned start date = Mon 2:00pm (example) A release is mapped to change request above A scheduler is looking for changes meeting the condition above Change condition (planned start date) = Mon 2:00pm Change event triggers a release deployment Release has an automation webhook to post to an api Deploys release Api returns response Closes ticket and sends a notification to the operator that the change was a successAny help would be greatly appreciated.

1 year ago

lavjosonTop Contributor

asked in Freshservice

CSAT Survey Reponses

Is there an way to create a custom report that shows CSAT survey responses?

1 year ago

lavjosonTop Contributor

asked in Freshservice

Tabular Data

May I ask why tabular data don’t display all the rows? In my case, it only displays 31 rows instead of what it displayed in title (63 Records)

1 year ago

bmorrisonApprentice

posted in Freshservice

Portal Examples

Hello: I was wondering if anyone had links to their portal to share examples of new or innovative things they have done on their portal. Maybe examples could include:Anything creative or innovative Health-check tools/ideas Single Pane of Glass for I.T. (monitoring, some form of reporting, etc.)I’m new to Freshservice and looking to see what people have done before.Thanks.Brandon

1 year ago

mannsFeatured Influencer

asked in Freshservice

Globally, there's no such thing as an average end-user

We’re all different in our own way, having been shaped by a variety of factors from our parents, through education and work life, to the many personal experiences had through life. But then there are factors such as where we live and have lived in the world that impact us too.It made me wonder how many of us know the particular differences for ITSM that relate to the country we live in versus the data and insight that generally comes from North America and the UK in teh main.So what would you call out as an important geographic difference that’s missed by the commonly shared IT service delivery and support best practice? And what should your geographic peers do differently?

1 year ago

Kate MApprentice

asked in Freshservice

Configuring AVAST alerts in Freshservice

We are looking at getting our Avast alerts configured in the Freshservice alert module. There is no specific integration for Avast, but I thought we could use the custom integration. However one of the requirements is “Copy the alert payload structure sent from your monitoring tool in JSON format and paste it below..” We have reached out to Avast support to request this and they have told us lthey cannot output their alerts in JSON format. I was wondering if anyone had come across this issue before and had any solution?

1 year ago

hillaleApprentice

asked in Freshservice

Change Types Available Dependent on Group

Has anyone figured out how to restrict certain teams from opening Standard Changes when their development/deployment workflow doesn’t check our boxes for it yet? It would be cool if a Business Rule for Forms would allow us to do this, but I only see the opportunity to hide the Change Type field as a whole.

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

Mark BissellApprentice

asked in Freshservice

Is it possible to report on asset relationships using analytics?

The team are getting to grips with linking assets together with appropriate relationships and the relation ship maps are good but I’ve been asked by a manager if it’s possible to extract reports based upon the relationships which link various assets.I’ve looked in analytics and can’t see how this can be done but I’m fairly new to Anlytics so I could well be missing something obvious.We have public IP address ranges associated with Firewalls and these firewalls in turn associated with particular sites (using relationships between them) and I was asked if it was possible to pull a report out of analytics that could highlight gaps - ie Public IP address ranges that are not related to any firewalls etc.All help/ suggestions gratefully received

1 year ago

hafizhussainApprentice

asked in Freshservice

Error's with Azure AD - Orch Add user to group with username

Hi all, i have a question which i wish to pose and need some advice, we have a workflow Automator to allow our HR collogues the ability to create new employee accounts via the Service Request module in FreshService. All this while the “ Azure AD - Orch Add user to group with username “ is working fine especially when adding users to mail enabled security distribution list. Ever since 25th October 2021 , we have been receiving errors in return , error is as followed. (Cannot Update a mail-enabled security groups and or distribution list.) Does anybody face the same issue, We need them to be added into mail enabled security DL primarily because each DL has its own unique License / Permissions settings.

1 year ago

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