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1084 Topics

M
Skilled Expert
MartinDGSkilled Expert
asked in Freshservice

When a cc'd user is added can they view those tickets in their own ticket area

HiThis is for FreshserviceI noticed that when users are cc’d into tickets they can only reply to a ticket by email where as it would be good that when a cc’d user is added they then have access to that ticket under there own ticket area in the requester portal. Also when replying by email or if they click the link they are supplied they get a kind of cut down version of the ticket but with none of the fields that were originally filled in much like below which was just a test sample.   Is there a way to add the information into a cc’d email now to the body of a request or incident or can this be done. The managers and users who are added in to the email don’t actually have any context what they are being cc’d into unless i guess somebody adds it full manually to the email that comes from a response.  

4
M
Skilled Expert
1 month ago
manns
Skilled Expert
mannsSkilled Expert
posted in Freshservice

What's your IT service desk's key metric?

Which of the likely many IT support performance metrics you get from Freshservice do you consider most important for managing and improving IT service desk operations and outcomes?Please let me and others know as a response :)

2
manns
Skilled Expert
1 month ago
Shiva
Apprentice
ShivaApprentice
asked in Freshservice

validation error while creating api ticket

Dear team  Getting below validation error while creating ticket from api v2 I have added all mandatory fields but still same Can anyone please check and advice  {    "description": "Validation failed",    "errors": [        {            "field": "lsungsversion",            "message": "It should be of type String",            "code": "missing_field"        }    ]} 

2
Shiva
Apprentice
1 month ago
manns
Skilled Expert
mannsSkilled Expert
posted in Freshservice

ITSM Capabilities and Digital Transformation Success

Have you ever stopped to think about how your ITSM capabilities either help or hinder your organization’s digital transformation success?While we have to be cognizant that “correlation does not imply causation,” it’s interesting to see (from survey data analysis) that:“The ITSM capabilities with low levels of adoption for the organisations that “have struggled” with digital transformation are:Service configuration management (48% versus 82% for those with success) Service design (53% versus 82%) Service catalogue/self-service (63% versus 84%) Continual improvement (64% versus 85%)”Have you experienced something similar? Where an ITSM capability or capabilities has made a significant difference to your corporate digital transformation efforts (positive or negative)?Please let me and others know as a response...

0
manns
Skilled Expert
1 month ago
Nezeki
Top Contributor
NezekiTop Contributor
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. Whe​​​​​​n 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

1
mfedele
Skilled Expert
1 month ago
I
Apprentice
IJRApprentice
posted in Freshservice

Freshservice directing ads to users via the Support Portal

We recently noticed that when our users submit tickets via the Support portal, they are now getting pop-up Freshservice advertisements like the one below.    According to Freshservice support there’s no way to disable the ads.     Does anyone else find targeting users with ads inappropriate?    

2
I
Apprentice
1 month ago
J
Apprentice
JulieApprentice
posted in Freshservice

Freshservice - Reporting on the tickets not resolved by the initial group

 One of the targets we are trying to improve is the resolved at first contact however, I need to report on the tickets that are being reassigned to other groups including the subject, who assigned it and the date, I can't seem to find a way to do it, does anyone have a solution?

4
rajagopal.baladhandayutham
1 month ago
S
Apprentice
steve.calder-macpheeApprentice
posted in Freshservice

Onboarding and Offboarding

On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager

2
O
Community Debut
1 month ago
J
Apprentice
JCCApprentice
asked in Freshservice

Asset Management - Asset Tags

Morning All - Does anyone have experience of using the Asset Inventory? Specifically printing the Asset Tag. What label printer and labelsdo you recommend? Also is there a way that if I purchased pre-printed asset tag labels, that I could scan them to the assets in the system?Thank you

2
R
Community Debut
1 month ago
fredddd
Contributor
freddddContributor
asked in Freshservice

Why 2 e-mails (mail for new comment and then mail for resolved) when I solved a ticket ?

Hi everyone, I may find some help here :)When agents have solved a ticket, they set the ticket as “resolved”Then requester receive an e-mail with the proposed solution (Event : Agents add a comment to ticket is played)Then a 2nd e-mail  CSAT to approve or refuse the solution (Event: Agent solves the ticket is played) I don’t know why Agent add comment event is played.It should be only Agent solves the ticket, right ?What am I doing wrong ?  Svāgata ! 

2
fredddd
Contributor
1 month ago
fredddd
Contributor
freddddContributor
asked in Freshservice

CSAT sent with the resolution e-mail to approve or refuse solution. Automator not working

Hi there !Maybe I’ll find a solution here.So, here is my problem.I could you use the ‘requester has replied to the ticket’ to reopen the ticket but what I want is that user approve or deny the solution of the ticket, that’s why I’m using CSAT.CSAT is automatically with e-mail notification ‘Agent has resolved the ticket’Requester receive the e-mail : Does the proposed solution solve your problem?Yes, it’s ok (score 10)No, I’m still having the problem. I want this ticket to be reopened (Score -10) I made the automator below but it’s not working as expected.This automator is set to read the CSAT answer (negative CSAT score should reopen the ticket and war the agent)But it’s not working.Actually, I can’t see this event in the ticket activities.The ticket remains “solved”, that is not working. What am I doing wrong ? Svāgata :) 

2
fredddd
Contributor
1 month ago
Alefre
Contributor
AlefreContributor
asked in Freshservice

Add CC to "Send Email" Workflow Automation Action

Hi all!I’m looking for advice in the use-case of “adding To and CC in the same email”. I’m sure that a custom app probably would solve this, but I’m looking for a more out-of-the-box feature as it belongs in the system rather than a custom code. --The way we solved it at first were to add two actions (separated for the purpose of below screenshot), first sent an email to the requester (1) and second sent to all CC’d users (2). The customer then returned with the ask of combining these two into one email where Requester and CC are separated (as they should be) in the email.The recipients of the CC email got confused as they were addressed as “to” instead of CC without proper relevance or context. I totally get that!1: 2: Being curious and problem-solving I also tried to solve this using API - which highlighted another finding.By using Postman in a GET I’m returned with all CC’s as email addresses:{ "ticket": { "cc_emails": [ "alexander.fredriksson@synerity.se"

6
rajagopal.baladhandayutham
1 month ago
L
Contributor
lorraine.davisContributor
posted in Freshservice

Add Plain Text to a service catalogue item

I am designing a service request and need to add a couple of paragraphs of text.  I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off.  Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.

11
B
Community Debut
1 month ago
alvinsusanto
Apprentice
alvinsusantoApprentice
asked in Freshservice

MAC Address for WiFi Adapter couldn't Obtained Using Discovery Tools

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

1
Adhitya Ganesh
Community Debut
1 month ago
DariusG
Apprentice
DariusGApprentice
asked in Freshservice

Working with department custom fields and web requests

We wanted to create a department custom field to reflect their priority status, so that we could use it to escalate tickets at a different pace based on the client. Easy. Checkbox. True/false. 1st hurdle : discovered that department fields are not visible in workflows, at least not in our basic tier. OK, but I can make API calls against Freshservice from inside a workflow. 2nd hurdle - most of the “department” names have spaces, and for whatever reason, the url_encode filter does NOT replace the spaces, observed by checking the execution logs and seeing the requested URL still has spaces vice “+”3rd hurdle - managed to pipe in a replace: “ “,”+” and that appears to have done the trick…. and get verified json results back. The field type is boolean, and the branch/test node recognizes it as such, but won’t validate against [true] - maybe because the original CF is  an array of booleans? OK - manage to get the data out anyway and test it. Test it by modifying select tickets.  Activate it

3
sanofar.allahpichai
1 month ago
karli
Apprentice
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

1
sanofar.allahpichai
1 month ago
M
Contributor
MarkoContributor
asked in Freshservice

Informing customers about the meaning of Impact/Urgency levels on tickets?

We are looking for a way to inform customers creating tickets on our FreshService portal about the meanings of the different levels of Impact and Urgency while they are raising a ticket.My first idea is to make a tooltip when mousing over the dropdown values, like so:But maybe somebody here has encountered a similar requirement and has found a workaround method? Currently we can just link to a solution that explains it all, which means of course a lot of people do not look at it. Would love to hear if any of you have come across a similar requirement.

9
M
Contributor
1 month ago
jim.smith
Contributor
jim.smithContributor
posted in Freshservice

Freshservice SOC2 Compliance

Hello, Any Freshservice customers out there who have achieved SOC2 compliance and have leveraged Freshservice in doing so?

0
jim.smith
Contributor
1 month ago
ocx
Apprentice
ocxApprentice
posted in Freshservice

Updates to Filters on Tickets Page

Is anyone else completely disappointed with the recent updates to Filters on the Tickets page?  I went from a 1 click, super efficient process to quickly view my different groups and ticket sorting scenarios, to 3+ clicks to view the same data/pages.    Sounds like nothing, but it is a horrible change that creates a less efficient way to work, in my opinion.Please bring back the old functionality or give us the option to select.   

3
Smita 24
1 month ago
manns
Skilled Expert
mannsSkilled Expert
asked in Freshservice

What differentiates organisations as they improve their level of ITSM success?

As part of something being written based on AXELOS ITSM Benchmark Report data, the ITSM capabilities of organisations reporting their ITSM success either as “still much to improve upon” or “getting there” were compared.“The first, and unexpected, trend is that the organisations reported as having “still much to improve upon” predominantly have a higher level of ITSM capability adoption than those seen as “getting there”.” This potentially looks as though resources are being spread too thinly (across ITSM capabilities) in the organisations that rated their ITSM capabilities the lowest.This was followed up by the analysis of the “working well” ITSM capabilities in these two groups, which restored teh expectations between these levels or reported ITSM success:“...it’s likely the mid-tier “relative” increases that offer the best insight into the transition point between an organisation having “still much to improve upon” and “getting there”:•    Service request management +76%•    Service

0
manns
Skilled Expert
1 month ago
daniel.soderlund
Top Contributor
daniel.soderlundTop Contributor
asked in Freshservice

Parse attached files in the latest conversations

Hello, We have a integration project to send tickets from Freshservice to a supplier, that includes attached files if there are any.Have a hit wall when we tried to get the URLs for files that is attached to the latest comment(private). The URLs need to be in a string with a space or line break between them. I used the API Service Desk API for Developers | Freshservice (List All Conversations of a Ticket) to retrieve all conversations but I haven’t found a way to the get the latest conversation and the related attached files.  As I understand it the JSON parser adds all conversations attachments/values into one placeholder. Anyone has a solution/workaround to this ?  TIADaniel 

2
daniel.soderlund
Top Contributor
1 month ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Workflow Of the Week - Session 6 - Liquid Filters to extract information from from a ticket's subject and inject them into fields

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this week’s session, check out how to use liquid filters to extract information from a ticket’s subject and inject them into fields. Useful Resources:Liquid Filters and Placeholders - Use the examples in this solution article and tailor them to your own use cases.To view other posts in the series, search for #WorkflowoftheWeek

2762
zachary.king
Skilled Expert
1 month ago
manns
Skilled Expert
mannsSkilled Expert
posted in Freshservice

What differentiates "great" ITSM success from "good" ITSM success?

I’m writing an article on this based on the ITSM capabilities adopted and how well they’re working (and I will drop some snippets in as a response once the data analysis is complete). But what do you think? It could be anything not just specific process strengths, e.g. the ITSM tool, people, training, strategies, metrics, etc.Please let me know as a response.

5
manns
Skilled Expert
1 month ago
M
Contributor
m.riederContributor
asked in Freshservice

Workflow Action - Send Mail to Service Request Fields > Custom Fields

Hello together, we currently working more and more with the Workflow Automator and want to set up some workflows for service requests where an approval mail is sent automatically.Here we stumbled across the option for Service Request Fields in the “Send Approval mail to”- Action .When clicking on that a new window “Custom Fields” appears, allowing to search for Service Items. However, regardless of the selected item, no Fields were found. We also created a Service Item called test and added every available custom field to it, but also for this item no Field is shown in the Send to Workflow Action:Does anyone know what this option is used for?Thanks

2
M
Contributor
1 month ago
sk-73
Contributor
sk-73Contributor
asked in Freshservice

How to edit the group member?

Dear all, can i check with you guys on how to edit the group member? Will be grateful for any help you can provide.Thanks.

3
sk-73
Contributor
1 month ago

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