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Employee Experience

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smriti.nairApprentice

published in Freshteam

FreshMattApprentice

asked in Freshservice

Automated Provisioning of Agents via AzureAD

While setting up SCIM provisioning via the Freshservice Provisioning app and documentation, I came across this mapping. There’s no reference to it in the documentation, but it’s included in the app on the AzureAD marketplace that documentation directs us to use. I’m wondering if anyone has found a straightforward way to use it? My first thought was to use an AAD group membership for Agents, but I’m not sure how to configure that. Any thoughts?

27 days ago

abigayle.paulsonTop Contributor

asked in Freshservice

How to send notification to approver that ticket has been modified after rejection

Hello Team,I have an automation that assigns approvers in a hierarchical fashion for specific service requests. If the second approver rejects it emails the requestor and the requestor can edit the ticket as needed according to the rejection reason.Is it possible to email the approvers so that they can reapprove the ticket? How do I do this?

27 days ago

thisismebb22Top Contributor

asked in Freshservice

on-call schedules

Let me first say I really like this module and has been a cool feature. A few more tweaks and it would be top notch.So, the responder tab is nice where other groups can be notified easily. Downfall is that you cannot do it on the mobile app where quick actions take place most of the time for us at least. It also leaves a gap in who owns the ticket because the second acknowledgement takes no action on the ticket like the first assignee assignment.We also setup custom emails within Fresh to accept tickets. Our voicemail system emails a copy of the transcribed message to create a ticket, and workflow parses it to elevate to on-call. We have two functions to the help desk for receiving/routing the ticket that has a metric and another function to address it. So, two tickets are created for the distinct function (only one group can be added to a ticket). You would probably suggest to create a child ticket but once again that is not an option on the mobile app (once again, the place I

27 days ago

Marc LBBWApprentice

asked in Freshservice

Setting up Change Management

We implemented Incident mgmt. and I’m now setting up Change Management in FreshService. I have two challenges at the moment I could use some help with: Approvals at specific phases. So I made a few different workflows such as minor change and major change. They have different phases set up in “Change Lifecycle”. And require different approvals. I set up CAB and other approval groups. To go from one phase to the next I can manually select “request approval” but I want the workflow to automatically add approvals before going to the next phase. So not optional (manually) but mandatory (automatic). In the transition to a next phase I can add a condition that “approvals are approved” but I cannot make it mandatory. In short: how do I add mandatory approvals for transition to the next phase in CM?Agents can “request for change” on their main page. And they will see all change fields that can/must be filled up. Requesters can only submit a change through the requester portal. There only a few

28 days ago

GeraldTop Contributor

asked in Freshservice

Employee Onboarding Manager field to Microsoft AD

Hello,My onboarding is working and creating a user in the correct OU in AD. It also fills in most of their information. However, for the “manager” field, if I use their John Doe name it won’t work and throws an error saying that it can’t find such a name. If I use JDoe it works fine, but this field pulls from Freshservice a list of all the managers and is a dropdown on the onboarding form. I’m not sure why it’s not working, because the full name is the distinguished name. In other words, only the SAM account name will work in that field, not the actual name. What am I doing wrong?

1 month ago

mbutlerApprentice

asked in Freshservice

Automatic CC

I’m looking for a way to automatically CC a list of addresses on tickets. We are moving out ticketing solution right now from one solution to FreshService. We currently put our tickets under organizations and not requesters, so this will be a change for us when we move to FreshService.In our current solution, as we create a ticket, an email is generated to the rep for the organization and a few other folks. With FreshService, since it is requester-driven, the email will go back to the person opening the ticket and rep for the organization may not be aware that a ticket has been created.In order to facilitate this, I have done the following:Created AutoCC field in Company Fields and populated it with a comma-based list email addresses.Unfortunately, this is where I get stuck. There’s no way to interact or pull that information when a ticket is rasied, so I have taken this route:Using the WorkFlow Automator, I created a ticket automation so that anytime a ticket is rased, a web request i

1 month ago

zackzackApprentice

asked in Freshservice

Passing values in the new ticket URL

Is it possible to pass values to fields in the new ticket URL? With the RingCentral desktop app, we have the ability to open a new browser window when an agent answers a call. The idea would be to pass the caller’s name in the URL to fill out the requester field and set the ticket source as ”phone”. This would streamline the new ticket creation process by saving time not having to manually search for the user and set the ticket source. Example URL might be...https://FRESHSERVICEDOMAIN.freshservice.com/a/tickets/new?requester=%N&source=phone

1 month ago

Trevor CooperTop Contributor

asked in Freshservice

Workflow when merging tickets

I have a situation whereby I need a workflow to trigger whenever a ticket is merged into another. I have tried to create based on a trigger of Note added is of type private, condition that Ticket Fields.Last Interaction contains “Merged from ticket”. This triggers sometimes but not reliably. I am advised this is due to the fact that merging tickets can create multiple updates on the ticket and despite one of them meeting the conditions other updates don’t meet the conditions and cause the workflow to not trigger. Does anyone have a reliable way of running a workflow when merging tickets?

1 month ago

michaelmartelSkilled Expert

asked in Freshservice

Employee Onboarding Placeholders and Emails

Hello,I have two problems with employee onboarding. I’m having trouble with placeholders in the employee onboarding process. I set up the process with the information we need from HR. Later on, I went back and added a couple more fields. The fields I added later do not show up in placeholders for workflow automations. I’ve tried to copy the syntax from ones that show up but it’s not working. For example: {{ticket.onboarding_request.actor_1.cf_employee_name}} - Added first, shows up and works{{ticket.onboarding_request.actor_1.cf_announcement_text}} - Added later, doesn’t show up and not work Any reason these placeholders are not showing up in the workflow automations? Second issue. When an onboarding request is generated it creates a ticket with no information. How can I get the information that HR fills out in the onboarding request?

1 month ago

Marc LBBWApprentice

asked in Freshservice

Setting up Change Management status (phases)

FreshService uses several phases in the CM process. OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

1 month ago

Daniel SöderlundSkilled Expert

asked in Freshservice

Expression: Replace language specific characters

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

1 month ago

EricRoelandSkilled Expert

posted in Freshservice

Search tasks (Ticket)

Hello all,as far as I understand from reading is that it is still not possible to search on (ticket) Tasks.We use the option Task a lot. A series of tasks creates a solution for a ticket.But if you can not search on task attributes what is the use of these tasks then?I hope I misunderstood and it is possible to search for tasks. (Note: Not PROJECT tasks!!)Regards,Eric

1 month ago

nickz01Apprentice

asked in Freshservice

freshservice api integration with freshping

Hello,i’d like to know if there’s some way to interact with Freshping using the APIs provided by Freshservice. I know there are the Freshping APIs but in our company we want to use the integration between freshservice and freshping.Thanks

1 month ago

smriti.nairApprentice

posted in Freshteam

Hired someone using Freshteam? Add them as an employee in your HRMS, automatically.

Let's assume you are someone who uses Freshteam ATS for hiring, but manage your Employee Record in another HRMS. Manually adding the employee records as soon as you hire someone is time-consuming. That's where Webhooks in Freshteam can help.Before creating the webhook, ensure that you have the following information from your HRMS. API Request URLThe ENDPOINT for the usage you want. In this case, creating an employee (Each Software will call this differently. Find out how it is configured in your software and attach to the end of the URL. Eg: Employee Profile/Profile.)The authorization information. This can be Username - Password, Header Key and Value or OAuth. (If it's OAuth, you would need the help of a developer to set it up. The body request content for your HRMS. - Once that's done, go to the job wherein you'd like to add the webhook.- View Job Details > Manage Autopilot Workflows. - Select Update HRMS to create a webhook to send details to your HR Portal.- Name your workflow Ev

1 month ago

shadyApprentice

asked in Freshservice

Automatically Associate assets to Offboarding Request

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) {IF Associate Asset includes desktop Ema

1 month ago

SLuethiContributor

asked in Freshservice

Measure number of incident escalations in x period

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

1 month ago

repattersonContributor

asked in Freshservice

Assets To Purchase Orders

Is anyone aware of a built-in way to generate a report / filter that will allow me to export assets attached to a Purchase Order? Thanks.

1 month ago

PavithraSelvarajApprentice

asked in Freshservice

Is there any API to create ticket without madatory fields

Hi Team,Is there any API to create ticket in freshserive without giving values for madatory fields.

1 month ago

kdevosApprentice

asked in Freshservice

Questions about Automation in Active Directory On Premise Integration

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

1 month ago

celliottApprentice

asked in Freshservice

Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}

1 month ago

BrynCYDEFSkilled Expert

asked in Freshservice

Automator workflow Question: Event = Reply is received?

Hi all you Smarty McSmartisons (lol!) 🤣I’m trying to add a note and then send an email when a closure email is received from a partner regarding an open ticket.Our partner doesn’t put anything useful in the text of the email but their subject line changes to include “Has Been changed to: Solved” - I would like the FS automator workflow to trigger based on FS receiving an email with these keywords in the subject line.In Workflows, in the Event module I’ve tried “Note of any type” is added by Anyone and then use Liquid filters to search the subject line for those keywords. Does not fire for me.I am also not able to find an Event that fires because a Requestor has replied to the ticket (aka note added).Any help gratefully received!ThanksBryn

1 month ago

JP801Apprentice

asked in Freshservice

Creating a Reimbursement Form as a Service Request Help

Hey everyone! In need of some help. I have experimenting with creating a basic reimbursement form as a service request but not sure how to add this function into the request. I have provided some screen shots of my service request, along with my automation. What I am trying to do is basically create an expression to do simple addition, adding the total reimbursement cost. I would prefer having the total amount calculated in real time if possible on the form. Not sure if that is a possibility. Being very new to this, I am having trouble creating an expression that works. If you have any tips or tricks or an opinion if this is even a possibility, I would greatly appreciate it! Best,Jon

1 month ago

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