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1770 Topics

G
Apprentice
graham.stevensonApprentice
posted in Freshservice

Could not verify the identity of the sender

I'm in the process of setting up our Freshservice instance but have run into an issue with email going from Freshservice to our end users. When an email from Freshservice is received in Outlook it has two errors under the address details:"We could not verify the identity of the sender""The actual sender of this message is different than the normal sender"I've setup the SPF record correctly and can see from the message header that the SPF check has passed.I've also setup a rule in exchange online which sets the emails to bypass the spam filter with a report being sent to myself every time the rule is triggered so I can see this is also working as it should, I can also see in the message header that the SCL is set to -1.I've also tried adding the address to our safe sender list but this made no difference either.Any help would be greatly appreciated.

3
J
Skilled Expert
3 years ago
S
Apprentice
sdlaminiApprentice
posted in Freshservice

FreshService Notification Delayed/Not working

I am in South Africa and I am not sure if I am the only one experiencing a delay with Fresh service email notifications, all notification features, from "forgot password", 'Ticket created', .....

2
sanofar.allahpichai
Community Debut
3 years ago
M
Contributor
meptingContributor
posted in Freshservice

Private Note Switches to Public Note

***Warning***Don't INSTALL the app called "Credit Card & Social Security Number Masker"If copying HTML or hyperlinks into a private note it will convert the private note into a public note!

0
M
Contributor
3 years ago
M
Contributor
meptingContributor
posted in Freshservice

Private Note Switches to Public Note

***Warning***Don't INSTALL the app called "Clone Ticket"Clone Ticket This app helps agents duplicate a Service Request in Freshservice at the touch of a button.If copying HTML or hyperlinks into a private note it will convert the private note into a public note!

0
M
Contributor
3 years ago
K
Apprentice
kishore.naiduApprentice
posted in Freshservice

Consecutive failed logins limit exceeded, account has been temporarily disabled.

Appreciative if anyone can provide a bypass for the error "Consecutive failed logins limit exceeded, account has been temporarily disabled.

2
R
Community Debut
2 years ago
S
Apprentice
sivanandamApprentice
posted in Freshservice

Custom Ticket Status query

Is it possible to get all ticket statuses code (including custom ticket statuses code) using API request?Many thanks in advance.Siva

0
S
Apprentice
3 years ago
A
Apprentice
audreykApprentice
posted in Freshservice

Workflow Automator Won't Add Task

Hey, I'm in the process of trying to model a workflow inside my Freshservice instance. The workflow should create a series of tasks once the status of a change is changed. However, this workflow doesn't seem to be active even though it's been activated.  

2
V
Community Debut
3 years ago
L
Contributor
lochy.wraggContributor
posted in Freshservice

API for listing all changes issue

Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.

0
L
Contributor
3 years ago
C
Apprentice
chris.burchApprentice
posted in Freshservice

Asset Management Agent Support or Documentation

Has anyone been successful at getting any documentation about the FS Discovery Agent?  The online info is super high level and not sufficient to explain how it operates at all, much less how to manage it.  I can't seem to get any response out of our FS account team, which seems to be a trend.Further, is there any more documentation about the Software Asset Management service that is marked "Beta"?  What's still in beta?  Why is the reporting from Macs to Win workstations behaving differently?  I can't even see the FS Discovery Agent loaded on the Macs despite the fact that they are showing up in the inventory.  If they can't get your own agent reporting in properly, I'm worried this isn't a mature product.

1
V
Community Debut
3 years ago
J
Contributor
jerry.leeContributor
posted in Freshservice

asset discovery agent for Mac not reporting

i have downloaded the install package for the asset discovery agent for Mac.   I followed the instructions to unpack the file and ran the .pkg installer.   It appears to run to completion but my laptop does not appear in the list of captured assets.Other Mac users in my organization have run the installer without issue.I'm on macOS 10.14.6

7
D
Community Debut
5 months ago
K
Apprentice
koutsoubApprentice
posted in Freshservice

Filter tickets does not support updated_at field

 According to API documentation https://developer.freshdesk.com/api/#filter_ticketsfilter tickets supports updated_at fieldyet by calling https://mycompany.freshservice.com/api/v2/search/tickets?query=%22updated_at%3A%272019-10-01%27%22results in 400 BAD request with  {"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} 

1
V
Community Debut
3 years ago
V
Apprentice
vikrant.tyagiApprentice
posted in Freshservice

'Stage' vs 'Status' for a Service Request

Hello World (newbie here),I have a question regarding the Service Request. Unlike Incidents, where 'Status' makes sense, I see an additional field i.e 'Stage' on Service Request. I get the idea behind it, but why do we need Status and Stage both for a Service Request? Is there a rationale behind it that I am not able to think of? Thanks in advance!BR-Vikrant

1
M
Contributor
3 years ago
G
Apprentice
guptaApprentice
posted in Freshservice

Inventory - Asset Addition

When we buy assets, they are usually bought in Bulk example 20 Laptops. All twenty would have the following common at a minimum: 1. Product 2. Acquisition Date3. Vendor4. WarrantySerial Number would be different for each. Would it be possible to simplify this process by supporting the acquistion process.

1
M
Contributor
3 years ago
M
Apprentice
mahendra_singhApprentice
posted in Freshservice

Horrible Experince with Freshservice workflow

Product Team made change without informing to the customer account team. All business rule and workflow went wrong. Even team change the basics of the Support service they provided earlier. Like SR can be created with different role conditions and now change the condition for the same. So all rules failed for business.We required to stop the business user for daily activities since there is challenge, they can change the properties of SR.Please done change the base of the old customer instance. This will create critical issue for a running businessThanks-Mahendra Singh+91-8586924668

1
V
Community Debut
3 years ago
H
Apprentice
hamuzangaragwaApprentice
posted in Freshservice

whow can I be paid back

I want to be paid back whow can i

0
H
Apprentice
3 years ago
M
Contributor
michael.fongContributor
posted in Freshservice

Inventory management question?

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

8
raymondcanilao
Skilled Expert
2 months ago
I
Apprentice
itserviceApprentice
posted in Freshservice

Why does the report run so long?

Sometime export report so long to send email.

1
V
Community Debut
3 years ago
K
Apprentice
knelson_19758Apprentice
posted in Freshservice

Service Request Placeholders don't show up in catalog index

Hi,The catalog index shows Service Requests with the same generic layout which is missing the Subject to easily visually identify what the request is actually about:I wanted to get the Subject. I found several pages that are supposed to have working solutions, but don't.One was to add the item.name placeholder in Admin > Service Catalog > Service Request, and the Compose Service Request Subject section. But that was already there.I tried to add the subject from the insert window, {{custom_field.cf_subject}}, but doesn't show up on the index page either.I have also tried {{ticket.subject}} {{ticket.description}}, but those don't work either.This seems to be a bug. Otherwise, can you provide a working solution to customize the summary of a Service Request on the catalog index page? https://assetscience.freshservice.com/helpdesk/tickets/view/unresolvedThank you,Kris

5
sanofar.allahpichai
Community Debut
2 years ago
B
Contributor
bfish_19413Contributor
posted in Freshservice

Reporting Manager drop-down duplicates user names

The reporting manager drop-down (Edit/create requester screen) duplicates names in the list when that manager has multiple email addresses.My expectation would be that there would be only one item in the list per user.Here's the manager:Here's the reporting manager field for another employee: An alternative, but less desirable solution would be to list the user name and email address in the dropdown. So the above would be listed as "Tori Parker (tparker@email1.com)" and "Tori Parker (tparker@email2.com)"As far as I know, selecting either option results in the same data in the user record

4
C
Community Debut
2 years ago
R
Contributor
rreesContributor
posted in Freshservice

Employee Onboarding Help!! (parent/child issues)

I am having issues with my Employee Onboarding/Workflow Automator Rules not working as expected. This is needed before we can go live. I have created an onboarding checklist that groups all items into 6 buckets (6 child tickets to the main parent ticket) Once the employee completes their part, the tickets get created in the platform with all 7 showing “awaiting approval”.  I need help making it so that Workflow Automator sets the Category as Employee Onboarding, it’s already doing it for one of the items (Marketing Setup) but I cannot get it to do the same for ALL 7 tickets.  Also, when the hiring manager approves the parent ticket, all children ticket are not updated to OPEN, they stay awaiting approval.  When the parent ticket is approved by the hiring manager, all children tickets need to update to Open so that the various agent groups can work on the item Lastly- the other issue is that right now, the way this is working the children tickets are getting assigned to the Agent group

1
V
Community Debut
3 years ago
M
Contributor
michael.fongContributor
posted in Freshservice

Inventory Management with Licensing

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

2
V
Community Debut
3 years ago
J
Apprentice
joshua.loweApprentice
posted in Freshservice

Accessing Service Request Details Through API

Hey all,Trying to get request details from the API for a Service Request.Currently, I am getting all the information in red, like requester name, description, etc. But I can't find any way to get the "Request Details" through the API (in purple).Does anyone have any experience with this?Cheers.

1
V
Community Debut
3 years ago
M
Apprentice
mcaronApprentice
posted in Freshservice

Fresh Service Chat Bot

Is it possible to have the classic portal come up as default with the bot in the lower corner as it is here. What would the parameters be to make that happen? My users are all over the place technically and having them switch between the classic portal and the bot just would not work. 

3
Buyinza shabani
Community Debut
1 month ago
E
Apprentice
ecamposApprentice
posted in Freshservice

FreshService API - Search Tickets

I'm trying to get tickets by agent, so I'm doing this:domain.freshservice.com/api/v2/search/tickets?query="agent_id:234568215"but I want to take only the ones that are still open or were resolved/closed in the last two days. there is no documentation about search in FreshService API documentation (https://api.freshservice.com/v2/#view_all_ticket)in FreshDesk page I've found about it (https://developer.freshdesk.com/api/#list_all_tickets)but if I try to use updated_at:>'2018-08-26' I get the following error:{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} Is this going to be implemented yet or is there another way of doing this?Thanks,Ezequiel

2
V
Community Debut
3 years ago
D
Apprentice
dpandeApprentice
posted in Freshservice

Esclation Matrix FreshService

Hi All,We are facing security issue which we have raised to Fresh Service on 5th August 2019, Ticket ID: 3913354 and we are following with Fresh Service support without much luck. Scenario: . A mail sent to user1,2 &32. Support ticket generated & all users notified with response.3. The sender of the mail removes user 2 from the 'To' section of the initial mail and replies to user 1&3 via email.4. When the mail reaches Freshservice, User 2 is added again and is notified about the response which was not intended for him.5. We come to know about it since user 2 has responded on the notification mail in point 4. We have already faced two issues where internal user removed the client mail ID from the mailing list and replied on email thread which is supposed to be internal communication and should not go to the client but as client email ID was part of initial mail thread, fresh service again added the email ID of the client and client got the internal communication results in c

1
V
Community Debut
3 years ago

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