Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.
Hello,Regarding Service Request Tickets:I was wondering if it would be able to add another field for entering data (Net Value, gross value, additional comments) for an approving department before routing to another department to input more information and approve. Backstory:I am creating a Service request to dispose of assets. After a requester submits the ticket, the ticket should route to the finance department to look at the request and put in more data (i.e. Net value of asset) and from there, after they approve the request, it should go to the facility department for final steps and final approval.
We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use?
Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....
New Freshservice user. I’m looking for best practices for tracking our ISP/broadband services (we have many.)The closest I can find is to set up ISP as a “hardware” type of Asset, so I can attach a Vendor. That more or less works, but it adds to the asset several things we don’t need.If I look to set these up as a service (most logical), I can’t associate a Vendor.If I set up as a Contract, I can’t associate a location.Ideally, these would be considered Services with an associated Vendor and Location.Maybe I’m just missing something due to being new to the product.
Hello, I am wondering if anyone knows of a way that when a Parent ticket is re-assigned, whoever it is reassigned to also gets the child tickets assigned to them. We are setting up onboarding, and we want it so when the IT Support Manager assigns the Parent ticket to an Agent, all the child tickets also get assigned to that agent. I do not see a way to do this in the workflow, but just wanted to see if I am missing something. Example - If I would reassign this ticket (parent ticket) to Britany, but all the child tickets stay assigned to JoshWorkflow - This is what we where told from Support to try, but then this assigns the child tickets to the IT support manager, as they are the “event preforming agent” changing the agent. and anytime the ticket is update in the future, this would run again.
Good morning. We have installed the Freshservice probe one of our servers. Our security software is blocking a script that the probe is trying to run regularly called CheckUserAccount.vbs. We need to know what the impact of this script being blocked is. What is the function of this script? It appears to just test a login to the domain via LDAP lookup.
I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM. In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.
Is it possible to send activation emails using a different from address than our default help desk email?We would like to send activation email from help@ for our internal users and support@ for our external users. This aligns with our portal domains and language. ThanksDavid
Hi All,This is not a question about the ServcieBot for Teams, I’m aware of it and it’s functionality. We already use it and it does what it does pretty well.What we’re looking to do is for each of our customers, create a Teams App that is basically a wrapper of the specific Client Portal that we have created for them. We can have a channel and add it as a Tab, but we would really prefer to have it as a top level App icon in the left side of their Teams app. We have SSO with Azure setup for each of our clients that we want to do this for so in theory the experiences should be pretty seamless, again that’s in theory.Before I go down this path and try out the Teams App Studio for the first time, has anyone else tried this with any success? Does it possibly exist in some form, somewhere that I just haven’t been able to find?Thanks in advance!
I want to create a service request type with approval process to obtain read only delegated access to an employees O365 email. I’m not able ot locate any specific App level integration that include a mailbox permission function. Has anyone used one or will i have to revert to powershell?
Hey,so we have a strange problem. In some of our service articles we added a custom date field. But no matter what our customers put in there it will always be empty. They have to do the extra step and go into the freshly created ticket and change the date in this field again for it to save the put in date. This is how we setup the field After the ticket is created and a date is properly set during creation (I supervised it one time in case of user error on our customers side) it will show like in the picture below.
Hi there, We are new to FreshService and I have a question. We have an agent discovered Asset. I was wondering how can I create and associate a Purchase Order with this? I know I can create a Purchase Order and receive it into our inventory but once I put in the Serial Number it says this asset already exists. I tried searching the Forums and Help Topic but no luck on this exact issue.Thank you!
I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.
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.
Hello, I would like to add a placeholder for all pending approvals as well as what I have below. What would I add to make that work. Main issue if we have one approval and then a pending if we add another approval the one we just added to approve does not see anything because its only the last approver at the moment. Thank you,
I am trying to understand the functionality on edit contact where I can select “Can see all tickets from associated companies”. I do have the situation where I want a contact at one company to be able to see tickets at another company. I don’t see how to associate companies though.Any help is appreciated.Thanks
I am trying to make a workflow that sends a approval request to our security team if someone selects security from the drop down. it is working if I assign it directly to the team but once I add in send approval request it stops. Are we not capable to send approval requests on non SR items?
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