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Modern Workload Management with Freshservice

(Thu, 23 Feb, 4:00)

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Employee Experience

Employee Experience

1671 Topics

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MichaelS24Skilled Expert

asked in Freshservice

Setting default view for Service Request in Portal

Hello Fresh Community,We are new to Fresh Service and hoping to create a default view for our end users in the Service Catalogue view in the Support Portal. It currently defaults to “All Items”.We would like to curate a specific sub-section of items in the homepage instead. Is this functionality possible?Thank you,Michael.

8 months ago

NezekiSkilled Expert

asked in Freshservice

Bug? Additional Items in Contract aren't presented in Software view

Hey,I need some help with sorting out our software workflow, and I think we’ve stumbled upon a bug. Whenever a new software contract is created, we can add service items and cost details no problem, but it seems like Freshservice is only using the information from the top row. If I add an item with 1 unit, that 1 unit will show up in the related Software license list. If I then add another Item, and additional units, those do not get added to the software license list. In the first screenshot, it should translate to 1 license in the Software view, and the screenshot below should translate to 3 licenses in the software view - right? Unfortunately, it’s still only showing 1 license available. When we change the top row to 3 though, that data is sent and in the software license view we can see 3 licenses.I’m assuming this is a bug since it can obviously receive the number from the top row but not from additional rows. It also works to add separate contracts, but that’s a whole othe

10 months ago

jeffshurtliffApprentice

asked in Freshservice

Show "Blocked" indicator on Epics on the Sprints and Tasks pages

When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below.

8 months ago

nabbsApprentice

asked in Freshservice

Refresh ticket page from app

I have several actions that are performed on a ticket from inside an app via api calls. this has lead to issues where the user has overridden data that has been set by the app because they either failed to reload the ticket or did not see the “Updates” icon Is there any way to refresh the ticket page when the user is finished in the app? current they finish by clicking a button in a model

10 months ago

pratsSkilled Expert

published in Freshservice

Workflow of the Week - Session 9 - Expression Builder Explainer

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. If you've got an interesting use case or workaround that you've implemented using workflows, reach out to us and we'll be happy to share it with the larger audience! In this session, we will explain how to use the Expression builder node and solve a few sample use cases with both simple and complex expressions. Introduction to Expression Builder - 0.15 Main sections of Expression Builder Node - 0.35 Set the due date of the ticket based on the employee join date - 2:35 Exp used to add days: addDays('{{ticket.ri_48_cf_employee_start_date_iso}}',12) Extract/ Parse data between 2 strings in the ticket description and inject it into ticket properties - 5.45 Exp used to parse data between 2 strings (‘Date of Closure:’ and ‘,’) from the ticket description: substring('{{ticket.description}}', indexOf('{{ticket.description}}',

5591

8 months ago

v.annnpsContributor

asked in Freshservice

Asset Tags/Labels - Customize Font?

Is there any way to customize the font on the Asset Label Customizer app in Freshservice? Our current labelmaker is printing the data faded because the text is small. Any insight would be appreciated!

9 months ago

Kim HardingApprentice

asked in Freshservice

Hiding deactivated agent from agent drop down

We have deactivated agents but every agent we have ever had is still showing in the Agent drop-down on tickets. This is bothersome, we need to scroll to find the right agent every time. We only have 3 current agents and 7 deactivated. I can’t find a switch to hide them

10 months ago

MartinDGSkilled Expert

asked in Freshservice

How do i get a percentage for first time response in the last month of created tickets

Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents. Am i missing something

8 months ago

O DuceApprentice

asked in Freshservice

How to automatically remove specific emails from the CC field

Hi Everyone,I know there’s a way to automatically add emails to the CC field using the workflow automator, but is there a way to automatically remove specific emails from that field?If not, would you be able to add it please?

10 months ago

mannsFeatured Influencer

posted in Freshservice

MooiweerApprentice

asked in Freshservice

Admin Privileges needed for Onboarding

Hello, I have a question regarding admin Privileges for Onboarding.Does the account used for “Create User” in Microsoft Active Directory via Orchestration really need Full Admin Privileges? The installation guide mention either Administrator or Remote Management Users but is there another way?https://support.freshservice.com/support/solutions/articles/50000003264-installation-guide-for-microsoft-on-premise-active-directory-orchestration-app“IMPORTANTThe login credentials used in the app configuration should be either of an Administrator or an user who has been added to the built-in group “Remote Management Users”.”

10 months ago

H1j4ckApprentice

asked in Freshservice

Orchestration: Unlock account

Hi all,I am a newbie with Freshservice Orchestration!We have recently setup the Active Directory Orchestration, and I d’like to start with unlocking users account:In below image you may see the first steps: Problem is that I do not uderstand how to het user detail:It seems that it needs one of the below parameter, but what to input inside the name field, in order to get Distinguished name? I may even skip this step and proceed directly to “Is user account locked”, but same question: which string of code I have to use? Thanks to anyone willing to share his experience!

10 months ago

karliApprentice

asked in Freshservice

Alerts for your alerts?

Hi all!I’m wondering what others are doing in regards to Alerts in FreshService. We have done some basic email integration for alerts. I like the idea of not opening a ticket for every alert because we do not need to do so in many cases. However I would still like to get a notification when an alert comes in some other way because otherwise they just sit there. I realize this could also be a feature request but I wanted to see if anyone here had come up with another way to make alerts more effective.Thanks!Karli

10 months ago

lavjosonTop Contributor

asked in Freshservice

Grouping in Analytics

Hi All, would like to ask if anyone has an idea on why these items appear on my widget upon grouping Category > Sub-Category in analytics? Would like to display the items with value only (not zero). Hope anyone can help. Thank you!Summary Table Widget

10 months ago

TecDragonContributor

asked in Freshservice

Freshservice: Projects

I recently switched from Manage Engine Service Desk Plus (MESDP) to Freshservice. One very disappointing issue which I was told wasn’t going to be an issue by sales (go figure) is that in MESDP you could create a project and invite as many viewers to your project as you wanted, you could even assign users outside of your department, outside of your company tasks to complete. It was also very easy to report on, scheduled HTML IN LINE reports that would come to your desk daily. I could be wrong and if I am please tell me, but in freshservice each person has to have license to edit, view, be assigned tasks, etc. And reporting is USELESS.I have had to scrap using Freshservice for project management, but I couldn’t go ask for MORE money so I am using Microsoft Planner tied to a sharepoint page. It works, but I still wish for integrated project management that was usable and didn’t require me to license half the company to use effectively.Mainly a rant, so that maybe someone will fix it

9 months ago

Matteo SApprentice

asked in Freshservice

Firewall Policy

Hi, i have a question about firewall policy for Freshservice:What firewall policy i need to allow for the agent installed on the pc? and for the discovery probe? Thanks to all.Matteo S.

9 months ago

BenPropineApprentice

asked in Freshteam

Auto reply candidate if they did not respond in 2 days

Hi Freshteam,We are currently using Freshteam for hiring purpose.We need the way to remind candidate after sending the welcome or challenge round email if they did not respond after 2 days.We do it manually but hopefully there is a way to automate it.Thank you.

7 months ago

LeonardApprentice

asked in Freshservice

Onboarding in Freshservice

The Onboarding module offers some nice features such as build kits with pre-fill capabilities for additional items. However, I’m frustrated that I cannot create a business rule to apply to the Onboarding form. For example, if we want to require that Onboarding requests include the start date which must be at least 10 business days out, I cannot enforce that with a business rule. However, I have recently noticed something new in the automators...now we can build expressions. Are there any videos yet available that demonstrate how to build an expression in a workflow automator?

8 months ago

jloxTop Contributor

asked in Freshservice

Is there a way to filter/search multiple tickets?

Hi, I have to update the old tickets to their new categories. I have around 600+ tickets and have multiple new categories to update also. Is there a way to search/filter the ticket via ticket ID then I will bulk update it? TIA

9 months ago

mannsFeatured Influencer

posted in Freshservice

Which ITSM capabilities get adopted most?

Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):ITSM Practice and Adoption levelService desk 89%Incident management 89%Service request management 85%Change enablement 84%Problem management 80%Knowledge management 79%Asset management 78%Relationship management 77%Continual improvement 73%Financial management 72%Service catalogue/self-service 69%How does this adoption profile stack up with your organization? Please let me know as a response.

10 months ago

RinomakoApprentice

asked in Freshservice

How to show Popular service items in frontend portal in V2 code

8 months ago

MarkoContributor

asked in Freshservice

Freshservice - Translating custom objects on portal? / Localization

Hi,Doing some final touches on our portal and it is related to languages. How do you handle the localization of custom additions to your front end portal?I’ve created some custom cards, and it looks like the translation .yml-s I uploaded do not affect them. Our primary language is Danish, with supported English, Norwegian, and Swedish.I’ve tried setting up a custom Javascript translator for the objects but I can only get it to respond to the browser language, so this means e.g. I can have a Danish user with their browser in English, which makes their custom objects English, and the general portal language to be Danish:So in my case I am looking for a way to read the current language set for Freshservice via Javascript, so I can run my translator on that rather than the “navigator.userLanguage || navigator.language”, if any of you know how to get that it would also be super helpful :)

10 months ago

m.riederContributor

asked in Freshservice

“These events can be performed by” setting in workflow Automator events

Could someone please explain to me when exactly the “These events can be performed by” setting for a Workflow Automator event takes effect?We tried to set up a workflow when a service request is raised. The workflow should be triggered only when an agent creates the request. Therefore, we have set the option “These events can be performed by Agent” > “Any”. When I now create a new service request as an agent user, the workflow is not triggered.When I change the setting to “These events can be performed by Requester” the workflow is triggered also for agent users.I have not found a convenient method to get the desired result with conditions.Kind regards,Matthias

10 months ago

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