Calendar is formatted differently for the same field
Hey,this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.After finding the root of the wrongly entered dates I figured this should be an easy fix. The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn’t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.The following two pictures is from the same ticket showing the same ticket field fi
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.
Service Request - Bundle within a bundle
Hello,is it possible to have the item selection from an existing bundle which is part of another bundle?If I add the bundle to the service request I only have the selection for the custom fields but not the items added in that bundle. For example, this is the bundle when choosing it directly from the service catalogue: And this is what it looks like, when it’s added to another service request within a bundle: This would be a very practical way to summarize service requests and make them clearer. Best regardsMalte
API v2 / Show Custom Ticket View
We have an API Integration to show tickets of specific custom views running on APIv1We now want to do the same thing in APIv2 but we are not able to find an option in the documentation to list tickets of a specific view_idThe old address was:https://<domain>.freshservice.com/helpdesk/tickets/view/<view_id>?format=jsonSo we just had to change the ID and get a list of all Tickets of this specific view. How do we get this data now? Its really sad that a really useful feature is not available in the new version anymore.
Small note in the top left corner
When the team opens a ticket they see a small note in the top left corner. See picture.I think this is a reminder so they are aware that the ticket is overdue or awaiting response. But is there a way to remove this. Especially when it says: Response overdue!When they already responded this note should disappear but it stays in sight. This confuses the agent because you do not know if you responded or not.Where can I find this setting?
Asset scheduled workflow automators don't trigger child asset types, as Event-based automators do
I’ve noticed an issue with the new (otherwise AMAZING) scheduled automators - they don’t trigger child asset-types as they should.For example, if you’d like to run an event-based workflow for all Laptops + Desktops + Servers, you would just use the Computer parent asset type. This works for event-based workflows. However if you use schedule-based workflows, the workflow must use the Laptop asset type specifically.For my testing, I used 1 Laptop asset and 6 automators:Event-based | Asset | Hardware > Triggered successfully Event-based | Asset | Computer > Triggered successfully Event-based | Asset | Laptop > Triggered successfully Schedule-based | Asset | Hardware > Did not trigger Schedule-based | Asset | Computer > Did not trigger Schedule-based | Asset | Laptop > Triggered successfullyTherefore to make a schedule-based workflow system for the Computer asset type, I would need to make 3 rather than 1. That would be even worse for more generic higher-level asset types
Taking advantage of the summer?
If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.
Specific use case for updating hidden ticket fields based on form input
I have the following use case and i am wondering if it is possible today:Customer generates a ticket, they set a custom field to: Problem Type: 1 - Severe.Internally, i have another field that set's which tier/group should handle this ticket on creation. I want to be able to say things like: if ProblemType IS 1-Critical, set Tier to Tier2else set Tier to Tier1So a simple if/else structure. The second part of my question is - can i do if/elseif/else structures? Like the following:If field1 = X set fields1, fields2else if field1 = Y set fields1, fields3else if field1 = Z set fields2, fields3else set fields1, fields2, fields3Are either of these two use cases possible WITHOUT creating multiple rules?
Copy Category from Ticket to Problem?
Hello,Maybe I am looking over it, but it looks like that there is no option to copy the category automatically when creating a new problem starting out of a ticket?It sounds very logical to me, but I have tried it myself and when I created a ticket, and then created a new ticket from there, the category was not prefilled…Any thoughts?Gr.Chris.
Don't include previous notes in Mail conversation
Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins. The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes?
Detailed Freshservice Plan Comparison?
Is there a more detailed list of plan features than the Freshservice pricing page? For example, custom objects are only available in the Pro and Enterprise plans. Support has also told me that the Slack Servicebot is only available for Pro and Enterprise users (despite what the documentation says). I know that I have run into “you need to be on a higher plan” many times, but I didn’t keep a list. Now I am trying to justify my org upgrading, and it would be helpful to know what we will get access to beyond some modules that we may or may not be interested in using.
Projects Module - Limitation with Editing and Saving Changes
There seems to be a very serious limitation with the Projects module in Freshservice. Essentially, you have a ONE TIME opportunity to enter the name of a task or sub-task because if you make a mistake, you can’t save any rename edits - a “pen” icon is there that allows you to type in a new name, but there is no “save” option to apply the change.As well, there is no ability to re-order tasks or insert new tasks between existing tasks. So you better get everything right the first time!Freshservice, why is this such a glaring shortcoming of the module? It essential makes it useless...unless I am missing something here.
Recruit: Candidate Notifications
Hello,Through a test candidate profile, we noted that as soon as a candidate was moved from "open" to the next stage, "reviewing" in our case, they were notified that they had been "shortlisted" for the role. This is completely misleading and we'd really like to avoid such situations when we start the official screening process. We only want candidates to be notified when they have advanced to the "recruiter interview" stage onwards. Is there a way to stop this automated email at the "reviewing" stage? Appreciate you help.
Remove external banner from emails
Hi,Since the Freshservice emails originate outside our email estate, we mark the email as "External Email", which was earlier done to reduce phishing. Since the Freshservice email is a legit email, we want to whitelist this source so the banner does not show up. We notice that the emails originate from 22.214.171.124 and the whois on this gives us o1.email.freshservice.com. One option is to whitelist the IP, however this would break when the IP changes.I'm looking for something more concrete rather than IP maybe a hostname which may stay more stable.Any ideas the hostname that we could use to whitelist ?
I’m not one for new terms as I think that they’re often marketing led rather than need led. For example, I remember Hybrid ITSM and Social IT a decade+ ago.However, when the ITSM.tools 2022 required-content poll was topped by “ITSM advanced” it got me thinking, and I haven’t stopped, about what this actually meant (as it started as the next step to “ITSM basics.”In many ways, this can be viewed as covering many of the ITSM trends that help to make IT service delivery and support capabilities better aligned with business needs. As well as highlighting the need to evolve ITSM.What would you call how you think your organization’s ITSM capabilities need to evolve? People were talking about Modern ITSM for a while but that didn’t seem to work.
Tips for Better IT Service Desk and ITSM Metrics
Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips:Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as a
Blank Error Box When Viewing Execution Log Error
Any idea why I am getting this blank box with a spinning wheel when I try to view the error message in the execution logs for a Workflow Automator?I was able to view it a couple days ago, but now it’s always blank. I’ve tried different browsers, computers and networks.
Hide field values based on ticket type
Hi,I’m trying to fulfill below story:“Hide "Pending Approval" from Incident tickets as they only are used in Service Request tickets”Business rules for forms cannot help with this since the type field is not exposed in the conditions.Is th only way to add a custom field to a ticket and perform a get (Web Request > JSON Parser) against the ticket on creation (WFA) and then update this in order be able to condition based on it?
Freshteam - Employee Type
Hope to get some help with Employee Type- can I amend the list in any way? Currently it has: Contract, Full Time, Internship, Part Time, Temporary, Seasonal, Volunteer, Fixed term contract, Secondment. I need to have: Permanent (missing in current list- it’s different that contract- meaning contractor), Contract, Internship, Temporary, Seasonal, Volunteer, Fixed Term contract, Secondment. And need to separate full time and part time as a separate record. Unfortunately it looks that Employee type is a mandatory field and cannot be changed, but the way it currently is set up really doesn’t help Many thanks for advice!
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