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Employee Experience

1783 Topics

PlumIT
Apprentice
PlumITApprentice
asked in Freshservice

Is there any way to have the CC field autocomplete when set to "can CC any email address"?

Currently the CC field only autocompletes when you have this option set to “Can CC only department users”. When you set it to “can CC any email address” we expected all requesters to be included in the autocomplete. This has resulted in a lot of frustration with our team members having to hand type every email address they want to CC. Thank you.

0
PlumIT
Apprentice
1 month ago
M
Apprentice
miranda-aApprentice
asked in Freshservice

Bulk Onboarding csv

Trying to automate our onboarding but having an absolute nightmare with it. I’ve created my onboarding stakeholder (just IT), Build kit etc and if I enter the details manually, everything works. However, if I use the csv bulk upload, the kit I have specified is not included.It obviously works manually, so I don’t think my details are wrong. I cannot see any option to trigger the kit apart from what I have done.Any ideas please?ThanksMiranda

0
M
Apprentice
1 month ago
fs_user_1234
Apprentice
fs_user_1234Apprentice
asked in Freshservice

Custom checkbox field value breaks workflow web request

TL;DR I have a service catalog item with a checkbox custom field. when i use that custom field as a placeholder in a workflow web request body, the web request body is empty -- why? Hi, I have an automator workflow that's triggered in response to incoming tickets for a particular type of service request.The corresponding service catalog item has a checkbox field on it, called, say, "Is Checked".I want a web request node in the automator workflow to post the value of the checkbox back to my application in a webhook. So, using a placeholder for my service catalog item's custom field, I have a web request body that's configured like this:{  "other_field": "example",  "is_checked": {{ticket.ri_123_cf_is_checked}}}This workflow works correctly when the checkbox state is true, but when the checkbox value is false it doesn't work -- the body of the web request is empty. See attached image -- the workflow execution logs shows an error and an empty request body.I can repeatedly reproduce this e

2
Daniel Söderlund
Skilled Expert
1 month ago
M
Skilled Expert
mike.culbertsonSkilled Expert
asked in Freshservice

Fully automating fulfillment

Just saw this in the suggestions, which maybe would have helped, but I didn’t attend (did this get recorded?) But my scenario is this - we have catalog items (software, specifically) which are opt-in, but require no approvals or manual input at all.  Using Workflow Orchestrator, we’re able to handle the tickets, even do the app provisioning, close the ticket, and so on.  The one thing we can’t seem to do is actually trigger the license allocation - the equivalent of hitting the “Fulfill Request” button on the service item.When you hit the button, the browser makes a call to “/api/_/fulfill_service_request” but this doesn’t work from an API client, and I presume wouldn’t work in Orchestrator either…Has anyone managed to fully auto-fulfill service items? What am I missing?

1
kstein
Community Debut
1 month ago
E
Top Contributor
elobatoTop Contributor
asked in Freshservice

Adding attachments to alerts in Freshservice

Hi Team, hope you are all well!I was wondering if it is possible to have attachments added to alerts that have been configured as emails in the monitoring tools (or if this might be a feature request).We have some systems that don’t support webhooks so we have set them up as emails. Many of these systems can sometimes have files attached to them with more information regarding the alert such as logs. When the mail comes and the alert is created all attachments are ignored and we can’t see them. I know the easiest way to solve this is to not use AMS and just have them send a normal email to our Freshservice and generate a ticket that will have all attachments as normal. The problem is that we would like to have it done through AMS to reduce noise as not all alerts need to create an incident since they are informational, yet our team would like to review them occasionally. They also might not have any attachments at all if not required. As for alerts that do create incidents, the files s

0
E
Top Contributor
1 month ago
E
Apprentice
ellietechApprentice
asked in Freshservice

Agent Notification Customization

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group? 

1
eeha0120
Skilled Expert
1 month ago
T
Apprentice
tzzzApprentice
asked in Freshservice

Cannot find permission within agent role for create new vendor

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:  

3
mcdaniel.scott
Community Debut
1 month ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

User Portal - Read More/Less Toggle

In Freshservice, is there a way to force the Description field to always show the whole content, without the default set to make the user click “Read More” ?  Most of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.  

8
M
Skilled Expert
1 month ago
K
Apprentice
KimSApprentice
asked in Freshservice

Issue with OAuth redirect URL

Hi all! I’m trying to integrate with ServiceNow using an OAuth 2 credential.  After I get the consent screen from ServiceNow, I get this error on the redirect URL page.{"code":"access_denied","message":"You are not authorized to perform this action."}I’m doing this as the org admin.  Any ideas what it could be?I’m using this as my redirect URL:https://<yourdomain.freshservice.com>/api/_/credentials/oauth_callback

1
alyssia.correa
1 month ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Search Field on Community Page Doesn't Work?

Is it me, or does the search function in the forums not do anything when you hit enter?  I’ve tried in Chrome and Edge.

5
alyssia.correa
1 month ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Automatically Register Requestors Imported by AD Inventory Probe

This is a two-part question:Am I correct to assume that requestors are registered upon initial login to the portal? Can we automatically register all users imported by the AD probe without having to send an email activation to each or having to remind users to login? We use selection boxes in some of our forms to select requestors, but only registered requestors seem to be available from the dropdown.  

2
M
Skilled Expert
1 month ago
P
Contributor
phodgkinsonContributor
asked in Freshservice

Teams App of Client Portal?

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!

2
M
Community Debut
1 month ago
Dani
Apprentice
DaniApprentice
asked in Freshservice

Removing attachments from tickets - Automation

HI everyone,I am looking to set up an automated deletion of any attachments on tickets after 30days.  I require the ticket to remain but just the attachment to be deleted.Would anyone know if this is possible and how I would go about setting this up.ThanksDani

5
G
Skilled Expert
1 month ago
friam35
Apprentice
friam35Apprentice
asked in Freshservice

Activate requester accounts automatically

We have the Slackbot approval workflow, but the flow gets stuck at “Loading” if the approver has not activated their FreshService account. Is there a way to automatically activate FreshService user/requester accounts from the admin side without having to tell all my users to sign in once manually? This is a horrible user experience.

1
A
Community Debut
1 month ago
T
Apprentice
tzzzApprentice
asked in Freshservice

Filter options in change calendar not saved

See titleWe are using the change calendar, or Work Calendar as it is called right now. We can filter on the right to show the preferred items eq Status or Agents. However, this filter is not saved so every time we open the calendar we need to re-enter these options. We would like to save a specific view but this does not seem to be possible.Is this a bug? Or should this be a feature request?  

1
Preethi S
Community Debut
1 month ago
RameshUdhyam
Apprentice
RameshUdhyamApprentice
asked in Freshteam

Custom fields in Offer Form

Hello, we are using FreshTeam for recruitment. We have added a few custom fields to the offer form. We are able to refer to these custom fields in the offer letter and email notifications. But we are unable to create a report that will show these custom fields. Has anyone used custom fields in offer and able to pull those in the reports later? Thx

0
RameshUdhyam
Apprentice
1 month ago
M
Skilled Expert
maghedSkilled Expert
asked in Freshservice

Visibility rules for Agents+Requester??

Hi, Is there a way that I can set “visibility” rules on Service Items that applies for all users, i.e. Requester + Agents?I can’t find a way. If I for example would like to publish a service item for users in a specific location I would like that rule to apply all users but I do not understand how to achieve that.We have quite many Agents spread across many departments and geographical locations and it will be difficult over time if we can not apply the same rules for them as they as employees in many situations are Requesters.

3
Daniel Söderlund
Skilled Expert
1 month ago
Mo.Wael
Contributor
Mo.WaelContributor
asked in Freshservice

Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

2
Daniel Söderlund
Skilled Expert
1 month ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

34
Gonzalo.R
Community Debut
1 month ago
C
Apprentice
CiciApprentice
asked in Freshservice

text version of last public note for web request workflow activity

Similar to #11247 but with the last public note field instead of the description field.I’m trying to send the last public note to a web service using the Web Request automation action.This template{  "status": "{{ticket.status}}",  "note": "{{ ticket.latest_public_comment | sanitize_html }}"}allows me to get the HTML version of the last public comment, but I’d really prefer to get the text version.Note the workflow execution log shows the request body w/out the html:{  "status": "Open",  "note": "John Smith : new note"}But it comes through as:{  "status": "Open",  "note": "John Smith : <div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>new note</div></div>"} GETting the conversations for a ticket, i can see there is such a field in the conversation body.            "body": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif

0
C
Apprentice
1 month ago
skoa_skoa
Apprentice
skoa_skoaApprentice
asked in Freshservice

Integrate SharePoint with Web Requests

Hello, I'm trying to implement a Web Request using the API Credentials in order to save attachments on the SharePoint Online library. So far i have created an AppRegistration and an enterprise app on the Azure Side, the next step would be the generating of an API key with the FreshService Web Request APP, when i try to get the API key im getting the following error  {  "error": "invalid_request",  "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: a\r\nTimestamp: 2023-01-04 14:04:43Z",  "error_codes": [    900144  ],  "timestamp": "2023-01-04 14:04:43Z",  "trace_id": "",  "correlation_id": "",  "error_uri": "https://accounts.accesscontrol.windows.net/error?code=900144"} i suppose that the issue is in the JSON Body which looks like this {  "grant_type": "client_credentials",  "client_id": "  ",  "client_secret": "  ",  "resource": "00000003-0000-0ff1-ce00-000000000000/xxx"}  

1
SuperDOS
Community Debut
1 month ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Freshservice

How to dynamically add a large number of text fields?

We want to have guest access for specific tools to be ordered via Service Request.Currently I have not found an easy way of adding large quantities of text fields dynamically to a Service Request. I imagine this must be a use case for some of you..  how to achieve this?? I don’t want to display the maximum available text fields already in the beginning and also want to have certain fields mandatory for each guest. 

6
msconfig87
Skilled Expert
1 month ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Freshservice - Column Choosers Don't Show all Fields

In all of the different modules that show a grid, like Inventory, Tickets, Changes, Problems, is there a way to add columns that are not listed in the Column Picker to the view?For instance, in the Inventory grid, I would like to show Serial Number, but it is not an option in the Column Picker.  If we create a custom field, can those be added to the column picker?   This is true across all other modules.    

2
afautley
Skilled Expert
1 month ago
AwantikaJha
Contributor
AwantikaJhaContributor
published in Freshservice

The new world of service desk - available for early access!

The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an incident, a problem, or a change with the addition of a priority badge that contains module icons. You can see the description right away when viewed in tab format. Our most recent modifications t

2132
nancyjane736
Community Debut
1 month ago
G
Top Contributor
gdavid16Top Contributor
asked in Freshservice

Creating Users as Assets

has anyone tried to track users as assets in Freshservice? i was thinking of using the asset DB to track our different user accounts (regular / elevated / cloud) to a User asset

5
G
Top Contributor
1 month ago

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