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1910 Topics

P
Skilled Expert
patricksawyerSkilled Expert
posted in Freshservice

Onboard - Kits

I am unable to get Onboarding Kits to operate correctly.  Everything is defaulting to the default onboarding kit.I am also unclear if a new hire can have multiple onboarding kits or if they can only have one.

1
P
Skilled Expert
2 years ago
M
Apprentice
md.aliffApprentice
posted in Freshservice

Requester replies via email not shown in portal

Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?

1
sanofar.allahpichai
Community Debut
3 years ago
K
Apprentice
kerrie.powellApprentice
posted in Freshservice

Workflow Automator - Sending custom emails based on certain conditions

There is the option to send an email to the requester, or send an email to a specific email address, if certain conditions are met.How do you make this function work? As I have set this up in my workflows, and these custom emails are the only workflow actions that do not happen when they should.Has anyone else experienced this?

1
sanofar.allahpichai
Community Debut
3 years ago
V
Apprentice
vijay.nachimuthuApprentice
posted in Freshservice

Freshservice emails not being delivered

Hi We recently moved to Freshservice and have a custom email support @ company name.com being forwarded to Fresh services. We had emails working up until yesterday noon ET and then after than no emails are being RECEIVED from Freshservice. We checked our mail servers, but there is no mail in the queue that was received from the Freshservices server. When we contacted support they provided that all is well answer. Has anyone experienced this issue before and can help with any root cause? Thanks

1
C
Community Debut
3 years ago
D
Apprentice
dancApprentice
posted in Freshservice

How does discovery agent know which company to report to?

The one agent I install loaded up into our account but it leaves me wondering how did it know which company.freshservice.com to load into?

1
M
Contributor
3 years ago
W
Apprentice
whitney.stewartApprentice
posted in Freshservice

Using Workflow Automator when a Task is Assigned

Hello,I am trying to create an automatic workflow for when I create a task assigned to a specific ticket.  I only want an email to be sent to one person, and not everyone that is currently assigned to the specific group in which the ticket resides.  For example, I have a ticket assigned to the Fleet group.  I then add a task to that ticket, that is assigned to a specific person.  Currently how things sit, the person the task was assigned directly to receives an email notification and additionally all the employees in the Fleet group also receive an email notification informing them of the task creation and assignment.  I would like to only have the person the task was assigned to get an email, and not everyone from the group.  In the Workflow Automator I cannot see where i can choose specific email notification rules once a task is assigned, which is where I had assumed I should try to place my workflow. Thanks.

1
P
Community Debut
2 years ago
L
Apprentice
leo.whiteApprentice
posted in Freshservice

Automation Conditions with Quotes

Is there any documentation on proper forming of conditions that are looking for text in the body of an email.  Quote marks seem to not work, but some topics we want to look for are parts of other words.

1
C
Community Debut
3 years ago
S
Apprentice
stefan.treboApprentice
posted in Freshservice

Reporting/Analytics: List of Service Catalog requested items

 Hi, i tried for a long time now, but i wasn't able to create a list of requested items in a certain period of time (from the service catalog) with the following fields:Req. Item name, Department, and very important: the time sheet associated (time spent)Somebody with the same need here ?Stefan

1
P
Community Debut
2 years ago
M
Apprentice
michael.groterathApprentice
posted in Freshservice

IT assets handover protocol

Hi,I believe you All know the Situation, when a User gets new Assets like Notebook, Smartphone and so on. At the moment we handle that in an my mind old fashioned way. When we sent out the assets to our user, we add an Handover Protocol with the hope that they will sign it and mail it back. But it allways not work and we always have to ask again and again to get it backNow I brainstorme since days how to handle it a smart and digital Flow, for making IT Asset handover in a better way than now.I would be interessed to know, how do you handle it in Freshservice ? Has anybody of you a good Process or Idea how to make full digital and easy for the user ?

1
P
Community Debut
2 years ago
I
Apprentice
ian.bromhamApprentice
posted in Freshservice

Conversion to Incident or service request from an email

How does the Freshservice tool decide whether an email request is an Incident or a service requests. Is it defaulted to service request?

1
C
Community Debut
3 years ago
K
Apprentice
koen.vanloonApprentice
posted in Freshservice

Is there a possibility to show your Freshservice calendar in your Outlook client?

 This question has been brought to my attention, is it possible to see the Freshservice calendar in you Outlook client?Is there an intergration possibility?

1
sanofar.allahpichai
Community Debut
3 years ago
H
Apprentice
hugh.macphersonApprentice
posted in Freshservice

Custom Graphs

Is there any way within analytics to create a Bar Graph but incorporate a line , so we can show tickets grouped by resolution time and category , with a line Highlighting the resolution time SLA?

1
C
Community Debut
3 years ago
S
Apprentice
smusthaqApprentice
posted in Freshservice

aumation work flow some issue

if group not selected and assign direct agent then ticket redirect again to helpdesk team. could you please check the issue

1
T
Community Debut
3 years ago
A
Contributor
anders.grapeContributor
posted in Freshservice

Whistleblower funtion

Hi,Is it possible to create a ticket anonymously in freshservice, like a whistleblower function?

1
sanofar.allahpichai
Community Debut
3 years ago
H
Apprentice
hugh.macphersonApprentice
posted in Freshservice

Combine reports

is there a way to combine reports so I can have the Y axis total tickets and the x axis priority and have a line added to show the SLA for each priority

1
C
Community Debut
3 years ago
D
Apprentice
devaprakash.90Apprentice
posted in Freshservice

Unable to Fetch Requested For details in Get API requests

Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva

1
M
Community Debut
2 years ago
K
Apprentice
kirk.waldronApprentice
posted in Freshservice

Workflow Automator to allow approvers to make inputs on ticket

Hello.  New Freshservice user here.  I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator.  We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain.  We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance.  I don't see a way to do this currently.  Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.

1
C
Community Debut
3 years ago
R
Contributor
ryan.millerContributor
posted in Freshservice

Unable to update due_by via API for Service Items

Is there a limitation or bug related to my inability to update a Service Item's due_by property via API?   Any way to do this w/o having to change it to an incident type (which does not work in our case).using resource (PUT) /api/v2/tickets/1234with JSON payload { "due_by": "2020-01-12T21:28:08Z" } throws a business rule error in the response payload { "description": "Validation failed", "errors": [ { "field": "type", "message": "It should be one of these values: 'Incident'", "code": "invalid_value" } ] } 

1
M
Contributor
3 years ago
N
Apprentice
nicolas.charpentierApprentice
posted in Freshservice

Incident closed in Freshservice don't affect PagerDuty incidents

Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad

1
S
Skilled Expert
3 years ago
S
Apprentice
scott.daviesApprentice
posted in Freshservice

Can I customize the Service Catalog Page layout?

Apologies if this is the wrong place to ask as I'm quite new to Freshservice.  I find the cusomization options quite handy to be able to set out the portal as I wish.  What I can't find is anyway to customize the layout and page design of the Service Catalog Page beyond the "adjust which groups can see which service request"  For example I'd like to add a text paragraph to the Service Catalog Page to explain things to our users, as well as limit the number / potentially remove the options from showing unless the user clicked the Categories on the left.  I find it quite overwhelming when you click Service Catalog and all of a sudden there are hundreds of options all thrown in your face at once.  Thanks!  Scott.

1
S
Skilled Expert
3 years ago
J
Apprentice
jnilles_20395
posted in Freshservice

Agent API v2 missing AgentID

On the v2 API for View Agent/All Agents, the response doesn't include the Agent ID, only the requester or user ID.The v1 API returns both. The ID = AgentID and user_id = their requester ID.Without knowing what the agent id is, I cannot query or update a specific ID.So I need to pull data using v1 and update using v2.

1
C
Community Debut
3 years ago
R
Apprentice
ramgv81Apprentice
posted in Freshservice

How to add Validation on time entry?

For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.

1
S
Skilled Expert
3 years ago
G
Apprentice
gerben.beemsterboerApprentice
posted in Freshservice

Unfair API credit reduction

Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg:   /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as  /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben

1
G
Apprentice
2 years ago
A
Contributor
anders.grapeContributor
posted in Freshservice

Agent field in Ticket details not searchable

When you open a ticket and wants to change the agent, that dropdown filed is not searchable. You can only scroll in that list.In other places in Freshservice it is, for example when you create a new ticket.Is that something that can be changed?

1
sanofar.allahpichai
Community Debut
3 years ago
H
Apprentice
hjoApprentice
posted in Freshservice

Private/Public note switch redesign

After a recent update to Freshservice there have been some unfortunate UI design changes. When adding a note to a ticket you have to choose between public or private notes. This used to be a switch but has now been changed to a drop down box selection. Why change it from something easy and fast to something that requires multiple clicks? This is annoying and bad UI design in our opinion. Is it possible to change this back or is it just by-design in the current version?

1
C
Community Debut
3 years ago

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