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1897 Topics

J
Apprentice
JonathanHoejtoftApprentice
asked in Freshservice

Request API - concurrency

 Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.

1
zachary.king
Skilled Expert
1 year ago
Mark_Stenning
Apprentice
Mark_StenningApprentice
asked in Freshservice

Scheduled report attachment changed from .xlsx to .xls since 28th July

I’m raising this here because I’m not getting much progress with Freshervice Support.I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet.Anyway, this was running perfectly and produced an attachment in .xlsx format.Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error).The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?

1
rajagopal.baladhandayutham
1 year ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

small indication of increase or decrease in percentage in analytics

good day. is there the possibility analog freshdesk the change to the previous day / previous month with a small percentage with red and green to display? i have found no possibility in freshservice so far. thank you for the help.  

1
D
Apprentice
11 months ago
angelpassament
Apprentice
angelpassamentApprentice
asked in Freshservice

Does Freshservice have integration with Lumapps?

We recently purchased Lumapps wondering if there is any integration with Freshservice.

1
sanofar.allahpichai
Community Debut
1 year ago
arishize
Apprentice
arishizeApprentice
asked in Freshservice

Pin Location on Google Maps and share on form

Hi, is there a way I can make the customers share their location coordinates by pinning their location on Google maps and then sharing it on the customer form? Plz help.

1
erik_g
Community Debut
1 year ago
O
Apprentice
OllyVPApprentice
posted in Freshservice

New to Freshservice

Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests.  We are going to expand in to change, problem, project, knowledge, asset etc.  Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks

1
rashmi.nag
1 year ago
radhika.narayanan
Contributor
radhika.narayananContributor
published in Freshservice

How Does Automation Impact Your Service Management Metrics?

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report. 

291
manns
Skilled Expert
1 year ago
M
Apprentice
manuplusplusApprentice
asked in Freshservice

When a new ticket is created in FreshService, can it be automatically copied over to a SharePoint Online list?

Hi thereWhen a new ticket is created in FreshService, can it be automatically copied over to a SharePoint Online list (to be added as an item there)? How?Thank you.

1
zachary.king
Skilled Expert
1 year ago
AutomateIT
Apprentice
AutomateITApprentice
asked in Freshservice

Ideas for designing the Support Portal

Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.

1
R
Skilled Expert
1 year ago
R
Apprentice
RDNApprentice
asked in Freshteam

Freshteam emails marked as Spam/Junk

Multiple issuesEmails from our freshteam account is marked as spam/junk Adding SPF record for freshteam, adds too many DNS queries to our SPF recordAny advise?

1
Gautham
Community Debut
1 year ago
Vincent Colin
Apprentice
Vincent ColinApprentice
asked in Freshteam

Free Trial Status

Hello, Wanna ask about how's my freshteam free trial status?Because when its free trial on estate plan, we downgraded it to sprout, now we cant upgrade to estate with free trial anymore.Our Freshteam URL: https://tectagon.freshteam.com

1
N
Community Debut
1 year ago
BT Aviation
Apprentice
BT AviationApprentice
asked in Freshservice

Adding a banner on our app login page (not portal)

I would like to add a downtime banner notification on our app login page (not portal). I have read I can do that on portal page, but I want it to show on OUR app login page. Can that be done?

1
rajagopal.baladhandayutham
2 years ago
Dj Mạnh Remix
Apprentice
Dj Mạnh RemixApprentice
posted in Freshservice

here

What's the best method to change the "Enter your search term here.." to something else? I'm assuming it's somewhere under the portal pages code, but I can't find it. Can someone point me in the right direction? :)    

1
zachary.king
Skilled Expert
1 year ago
S
Apprentice
SeviRynnApprentice
asked in Freshservice

Asset Audit Automation Workflow

I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet? 

1
sanofar.allahpichai
Community Debut
2 years ago
T
Apprentice
tdenisonApprentice
asked in Freshservice

Tracking subscription payments

We have a number of services that we pay monthly.  Are you using FreshService to track these?  If so, are you using POs or Contracts?  I also cannot find reporting that will show me costs over a period of time.  Thanks for any tips!

1
V
Community Debut
1 year ago
J
Apprentice
JonathanHoejtoftApprentice
asked in Freshservice

Admin Api key

Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.

1
zachary.king
Skilled Expert
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Moving other departments to Fersahservice

Good MorningWe are looking at having other departments outside of IT start to use Freshservice  to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address? 

1
Jim Dumay
Apprentice
2 years ago
S
Apprentice
shirleymacApprentice
asked in Freshservice

Workflow criteria and actions

Is there a way to add to the conditions and actions on the workflow. For instance i want the action to be if the category is X - show the following choice list in another field? is there a way to add to the conditions and action criteria?

1
zachary.king
Skilled Expert
1 year ago
E
Contributor
ErikAlmSynerityContributor
asked in Freshservice

Create/add change from an incident

Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!

1
sanofar.allahpichai
Community Debut
1 year ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Activity status of agents (online and not online)

Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :) 

1
rajagopal.baladhandayutham
2 years ago
H
Apprentice
HugoExceptOnFireApprentice
asked in Freshservice

FreshService Discovery Probe Permissions

Hi,Has anyone found a way of restricting permissions for the Discovery Probe to access WMI resources on Windows Machines in the IP Scope without assigning full local administrator access?I tried this guide but couldn’t find a working combination.

1
W
Community Debut
1 year ago
F
Apprentice
FreelancyApprentice
asked in Freshteam

Is there any way to to add a custom Currency in Freshteam ?

Hi guys, just wanted to know if there are any possible ways to add custom currencies other than the ones available in Freshteam. We are based in Tunisia and everything there is based on Tunisian Dinars (DT or TND) thank you

1
Gautham
Community Debut
1 year ago
A
Anonymous
asked in Freshservice

Avoid mail notification when requester and agent are the same user

By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

1
sanofar.allahpichai
Community Debut
2 years ago
Kattck
Apprentice
KattckApprentice
asked in Freshservice

Power Automate Ticket Connection vs Service Request

Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam

1
P
Skilled Expert
1 year ago
Bethany Wesley
Contributor
Bethany WesleyContributor
asked in Freshservice

Has anyone integrated Freshservice with cornerstone or globalscape?

Has anyone integrated Freshservice with cornerstone or globalscape? If so, do you have any advice? Or Hot tips?

1
C
Community Debut
1 day ago

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