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1777 Topics

J
Contributor
JoeSuarezContributor
asked in Freshservice

Workflow: change status based on ticket or SR contents

I’d like to set up an automation to change the status of a ticket or SR when it is submitted.Is there a way to look at the custom fields in the ticket or specific text to trigger a status change?For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.

7
P
Skilled Expert
1 year ago
J
Apprentice
JonathanHoejtoftApprentice
asked in Freshservice

Request API - concurrency

 Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.

1
zachary.king
Skilled Expert
1 year ago
Bethany Wesley
Contributor
Bethany WesleyContributor
asked in Freshservice

Has anyone integrated Freshservice with cornerstone or globalscape?

Has anyone integrated Freshservice with cornerstone or globalscape? If so, do you have any advice? Or Hot tips?

0
Bethany Wesley
Contributor
1 year ago
M
Apprentice
Martin_McApprentice
asked in Freshservice

Convert Service Request to Incident and With Custom Data?

Hi there. So my company are just starting to use FreshService. We wanted individual buttons / offerings available for specific issues / systems and so we built out a service catalog of items based on various issues. Some of these offerings though are more 'Incident' than 'Service Request' though and so we utilised the Workflow Automator to - pretty easily - convert these offerings in question to Incidents after being raised.However.We have just noticed and realised that during the conversion from Service Request to Incident, the custom data gathered in the Service Request is not carrying over to the Incident.And I'm wondering if there is any way around this? Is there a way to make the conversion carry that custom data over? Or are we going to need drop this idea?Thanks for any information.

2
kcbates
Skilled Expert
1 year ago
A
Anonymous
asked in Freshservice

Avoid mail notification when requester and agent are the same user

By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

1
sanofar.allahpichai
Community Debut
1 year ago
Jim Dumay
Apprentice
Jim DumayApprentice
asked in Freshservice

New to FreshService

Hi,I am relatively new to FreshService.I assisted in the bulk implementation and configuration.Our Council went live with FreshService July 1st last year.I know that we have only scratched the surface on what FreshService can do for us and was hoping to get/share some ideas with other FreshService Agents on how to improve it. Thank you,Jim Dumay

3
manns
Skilled Expert
1 year ago
incforge
Apprentice
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 

0
incforge
Apprentice
1 year ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Activity status of agents (online and not online)

Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :) 

1
rajagopal.baladhandayutham
1 year ago
E
Contributor
ErikAlmSynerityContributor
asked in Freshservice

Create/add change from an incident

Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!

1
sanofar.allahpichai
Community Debut
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Contacting the servicedesk

Our servicedesk is running off emails and phone calls. We also receive a lot of Non IT queries ( Actually it’s our highest category each month!) .We are working on a self service portal which will include solutions and guides which should help reduce the number of emails. Just curious what other servicedesk teams are currently using as their support contact? 

0
mark.uther
Apprentice
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Dashboarding

We are looking at setting up a dashboard on a big tv so our team and others can see our workload.Curious if other servicedesk teams are already doing it and have they found it helpful. 

0
mark.uther
Apprentice
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Moving other departments to Fersahservice

Good MorningWe are looking at having other departments outside of IT start to use Freshservice  to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address? 

1
Jim Dumay
Apprentice
1 year ago
J
Apprentice
JonathanHoejtoftApprentice
asked in Freshservice

Admin Api key

Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.

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

Tracking subscription payments

We have a number of services that we pay monthly.  Are you using FreshService to track these?  If so, are you using POs or Contracts?  I also cannot find reporting that will show me costs over a period of time.  Thanks for any tips!

1
V
Community Debut
1 year ago
S
Apprentice
SeviRynnApprentice
asked in Freshservice

Asset Audit Automation Workflow

I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet? 

1
sanofar.allahpichai
Community Debut
1 year ago
Dj Mạnh Remix
Apprentice
Dj Mạnh RemixApprentice
posted in Freshservice

here

What's the best method to change the "Enter your search term here.." to something else? I'm assuming it's somewhere under the portal pages code, but I can't find it. Can someone point me in the right direction? :)    

1
zachary.king
Skilled Expert
1 year ago
BT Aviation
Apprentice
BT AviationApprentice
asked in Freshservice

Adding a banner on our app login page (not portal)

I would like to add a downtime banner notification on our app login page (not portal). I have read I can do that on portal page, but I want it to show on OUR app login page. Can that be done?

1
rajagopal.baladhandayutham
1 year ago
S
Apprentice
stoff75Apprentice
asked in Freshservice

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

5
alidacalliope
Community Debut
4 months ago
J
Apprentice
jpgallandApprentice
asked in Freshservice

Portal Customization

Hello,I would like to customize the portal by filtering the cards according to the user, the membership of a group, etc.I only know how to do it by hiding the cards with this script:<script>   CARDS = CARDS.filter (function (item) {    return item.url! = '/ support / approvals / pending' && item.url! = '/ support / catalog / items'   });</script>Thank you for your help.Regards,

0
J
Apprentice
1 year ago
J
Contributor
JoeSuarezContributor
asked in Freshservice

Send Email functionality in Workflow Automator Action

When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?

1
coveyco
Community Debut
1 year ago
D
Contributor
damian.lofthouseContributor
asked in Freshservice

Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

2
KP_Scantek
Community Debut
4 months ago
T
Apprentice
t-sparkApprentice
asked in Freshteam

What is the difference between Teams, Departments/Sub Departments, and Business Units?

Is there a hierarchy or relationship between them? Do I need to use them all? It’s very confusing to have all these options as part of the set-up…. Please advise on the best way to use these.

2
T
Apprentice
1 year ago
I
Contributor
idonnaContributor
asked in Freshservice

Canned Responses in Workflows

We’ve incorporated our checklists in Canned Responses (because we have extensive and need checklists). Is there a way to automatically add a Canned Response in a ticket? I tried to do this in a workflow but canned responses don’t seem to be an option.

0
I
Contributor
1 year ago
Gerri3d
Apprentice
Gerri3dApprentice
asked in Freshservice

Office 365 Server - Tickets change the read status at outlook

Some employes still works on the outllok client.Is it possible that emails which are received and converted to tickets are still marked as not readed? 

0
Gerri3d
Apprentice
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Chatbot usage

Good Afternoon Just wondering if there are any users of FreshService that have used the chatbot as a support feature and how has the experience and  feedback been?

3
manns
Skilled Expert
1 year ago

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