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1764 Topics

M
Apprentice
matsuhashi-kApprentice
posted in Freshservice

Initial Settings for tabs and reports...

Sorry I ask 3 questions at a time.If you know below answer, let me know.1.  How to create a new report divided by business hours?     2.  How to link incident tickets to knowledge base?     I know problem tickets links knowledge base, but...3.  When it comes to create a new report to see the numbers of tickets for each affairs,     how can I do that? I already used tags.You don't have to answer all, but if you know one of them please let me know.Thank you in advance.

1
rajagopal.baladhandayutham
3 years ago
P
Apprentice
princess.escalApprentice
posted in Freshservice

freshservice app

we are creating app in freshservice, how to add image in the my app i will attach a file to show where it is. the box on the bottom in right side 

1
suvashini.balashanmugam
3 years ago
M
Apprentice
m.madthaApprentice
posted in Freshservice

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 198.21.4.52 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 ?

2
P
Contributor
3 years ago
J
Contributor
jstlaurentContributor
posted in Freshservice

Freshservice for Facilities or HR? Advice?

We are considering adding another department to our Freshservice portal - Facilities to be exact and I was wondering if anyone else has done this and how is it working? We think the idea of a central Service Management system for employees to use makes sense from multiple perspectives - one account for users, consistency of process and experience, ability to check open tickets for not just IT but another department, submit multiple tickets. There is also some tickets such as AV, Room setups, employee moves that would work better as one ticket and handing out tasks for various components - of course this would all be automated through rules and using the Service Catalog.  I think the reporting would be okay and work as well as ticket views to keep everyone focused on their items/department. The home page that shows general stats is nice to have and we monitor and now this will be tougher to keep a close eye on if multiple departments are using it.  Facilities has high value assets a

10
A
Contributor
3 years ago
D
Contributor
dlambrechtContributor
posted in Freshservice

Why can we resolve tickets when there are still tasks not finished.

HI,When we have tickets we can close them even when there are still open tasks.This doesnt feel correct ?Any thoughts why this doesnt prevent you from resolving the ticket.Kind Regards,David

3
M
Contributor
3 years ago
L
Apprentice
luke.mackenzieApprentice
posted in Freshservice

Live chat on freshservice portal

I am trying to embed the freshchat widget onto the portal for fresh service. But I can't seem to get the codes to work wherever I put them.Has anyone been able to get this widget to run, and can you point me as to which sections in the portal the two required codes need to be added.Cheers

3
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Community Debut
3 years ago
G
Apprentice
garrett.richardsonApprentice
posted in Freshservice

Solutions articles stale report

Does anyone know of any reporting feature within FreshService that can track the length of time between revisions to Solutions articles? In order to maintain the best knowledge base possible, it would be helpful to see which articles have been posted for, say, six-months, without any type of revision. 

1
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Community Debut
3 years ago
K
Contributor
kstillContributor
posted in Freshservice

Using custom mail server - O365

Anybody else having issues with Freshservice retrieving emails to turn into tickets?These are the settings that worked for me previously.Incoming Mail server: outlook.office365.com:993 (SSL) (Auth: Plain)Outgoing Mail Server: outlook.office365.com:587 (SSL/TLS) (Auth: Login)This worked fine before, I added a new e-mail and it stopped working.Also I noticed I am no longer getting the e-mails to verify the new e-mail address.Note: The info is correct because if I input it incorrectly Freshservice will give an error and not let me proceed/update the information.

7
T
Community Debut
3 years ago
C
Apprentice
chris.footApprentice
posted in Freshservice

SSL Revoked

The SSL behind our helpdesk had just been revoked so we can no longer access our helpdesk at all. Can this be fixed urgently please

4
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Community Debut
3 years ago
M
Apprentice
marko.kirvesApprentice
posted in Freshservice

Pasting a link into the WYSIWYG editor breaks the content in the change requests

I have an ongoing issue with the Freshservice WYWIWYG editor, where pasting a link and saving the field contents in the change requests breaks the content.Create new CR in Chrome on macOS High SierraEdit rollout planCopy a website link from a Chrome location field using Command + CPaste the link into the editor field with Command + VClick Update to save field contentsThe link and all content after it is lostThe workaround is to paste content using Command + Shift + V or edit the content outside the WYWIWYG editor.Looking at the editor source code, it seems to be based on Redactor released in 2012.

1
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Community Debut
3 years ago
K
Contributor
knauthrContributor
posted in Freshservice

Managing replacement parts and other consumable assets

I am looking for a way to keep track of commonly used replacement parts, like projector bulbs, hard drives and other consumable items. I thought Freshservice would allow us to keep track of quantities and usage, by linking the items to permanent assets.  For example: A requester submits a ticket because their laptop is not holding a charge --> a technician determines the battery has failed --> the technician issues a replacement and documents it in the ticket/on the asset that 1 battery was used. At that point, if we had 5 batteries in stock, the system would automatically adjust the in stock quantity to 4. Any suggestions you might have would be greatly appreciated! Thanks so much!

1
M
Contributor
3 years ago
V
Apprentice
vladimir.josifovskiApprentice
posted in Freshservice

MSP and field templates

Hi, currently working in MSP mode and we would like to have different ticket templates based on company, so each company can have different field templates.Please advice how can we implement this scenario.BR,Vladimir Josifovski

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D
Contributor
3 years ago
I
Apprentice
it-serviceApprentice
posted in Freshservice

critical problem with service catalog template

Hi together,    today i experienced the following critical problem: We already had a service catalog template called "access permissions".  With this the users were able to ask for some permissions.  Inside of this template there was a single line text field.  This template was used very often before. After each request for permissions an email was sent to our managers for approval.  Now i edited the template: I deleted the single line text field and added a paragraph text field. The template is working very well. BUT:  In all of our old tickets who was based on this template the content of the single line text field was deleted.If we would be a larger iso certified company, this could be a game changer!How can this be? For me this isn't the meaning of a template, right?Is this a bug or feature? ;-)Looking forwar to hear from you.

3
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Community Debut
3 years ago
S
Apprentice
siverApprentice
posted in Freshservice

Ticket Fields - Need a way to dynamically capture data from users

As far as I have been able to tell, you can only do 1 level of dynamic section for a ticket.  I have a use case where for a certain ticket type we want to prompt our users for the data we need to solve the issue, because they never use the Subject and Description fields to provide it.Here's the scenario.  My desk is supporting multiple applications and I want to have a ticket type (dynamic section) for each Application.  Then under one of the applications I really need to add a nested dynamic section to be able to display the entry fields we need only if that case exists, but this is not possible right now with Freshservice.Has anyone run across this, and how did you end up handling this?

4
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Community Debut
3 years ago
D
Contributor
dtlindermanContributor
posted in Freshservice

App Assistance: Copy Ticket Subject to Clipboard

I am trying to build a custom FreshService app that copies the ticket subject to the clipboard when executed.  I have the following code, but when i launch the app from inside a ticket, it appears nothing happens.  Not sure what I am doing wrong, but would love help if anyone has it. $(document).ready( function() { app.initialized() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('ticket') .then(function(data) { subject = data.ticket.subject; var temp_holder = document.createElement("input"); document.body.appendChild(temp_holder); temp_holder.setAttribute("id", "subject"); document.getElementById("subject").value = subject; temp_holder.select(); document.execCommand("copy"); document.body.removeChild(temp_holder); client.interface.trigger("showNotify", { type: "success", messag

2
J
Community Debut
3 years ago
C
Apprentice
chris.neillApprentice
posted in Freshservice

Posting Ticket Data to External Source Using Webhook

Has anyone used the Trigger Webhook to post ticket data to an external source?  I'm trying to effectively write some ticket data to an external source i.e. SharePoint or similar.  Currently my leadership team is wanting to gather total elapsed time of ticket in a particular status for reporting purposes.  Tickets in Group A spent a total of 120 hours in phase "Development", and so on.  There doesn't appear to be a way to accomplish this in the canned reports or analytics.  The data is not included in the scheduled export either.  My thought was to trigger a webhook when the status changed given certain criteria, and then write data from the ticket to an external source.  I could then draft custom reporting off that.Thoughts? or help?

2
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Community Debut
3 years ago
Breezy Themes
Skilled Expert
Breezy ThemesFreshworks Partner
posted in Freshservice

Otay Freshservice portal

Otay Freshservice portal is created for knowledge bases with a large amount of content. It makes reading information easy and comfortable. This Freshservice template displays categories boldly above the fold, all elements are arranged properly to keep smooth navigation. The template also includes Font Awesome and additional formatting components to make content easier to digest (not provided in the default template). It is responsive and looks great on all devices. We can help you install the Otay template on your Freshservice portal free of charge. Test the demo of the Otay template for Freshservice portal.

0
Breezy Themes
Skilled Expert
3 years ago
P
Contributor
peter.vancikContributor
posted in Freshservice

Placeholder "approval.ul" and approval.portal_url does not return value

Hi,In workflow automator by action > send email to group, used placeholder approval.url does not return value.Workflow is executed and is correct. Email is received by group members, other placeholders work fine (subject, ticketID,...) approval.url NOT.Approval mail received by agent.Approval requested and seen in ticketAgent which has to approve is in the same group as  in workflow  action.RegardsPeter

1
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Community Debut
3 years ago
P
Contributor
peter.vancikContributor
posted in Freshservice

Hide associated assets in customer portal ticket view

Hello Freshservice users/agents,For those, who don't want to show associated asset to tickets in customer portal for requestors. E.g. assest are shared or customer is not allowed to see it, but it has a benefit for service operation to associate these assets for further analysis, here is a workaround :Place this part in admin>helpdesk rebranding>customize portal>stylesheet> custom stylesheet>/*  with this part is hidden detail about associated assets in customer portal ticket view - sidebar */  .sidebar-tktdtls {     display: none; }

0
P
Contributor
3 years ago
D
Apprentice
dan.habberleyApprentice
posted in Freshservice

Blocking submissions from unknown users

Good Morning Guys, So we're currently trying out freshservice as a possible ITSM/MSP solution, and so far all looks pretty good. The only problem I'm having at the moment is not being able to stop unknown user's from submitting tickets/user's able to submit tickets on behalf of other users. Currently if a user/requester logs into their portal, they can edit the name of the requester to anything they want, which then automatically pings off an account activation to the email address supplied (if valid). Is there any way to limit this field so that it will only accept verified users? Or better yet hide the field entirely so that people can only submit tickets as themselves? I've got it set up so that only registered users can log into the portal, but this doesn't stop them from then being able to edit the aforementioned field, as once the ticket is submitted with a non-registered user's email, the user can then register themselves. And we don't want to block sending of the account

3
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Community Debut
3 years ago
D
Apprentice
devatujyagabaryalaApprentice
posted in Freshservice

Anyone else having some major performance issues with Fresh Service over the last few months?

Page load times for our company have gotten increasingly worse over time. Sometimes it can take 40+ seconds for a ticket to fully load and to become responsive to even the most basic actions.We have been stuck waiting for a fix for quite some time and we are wondering if anyone else is noticing the same thing?

2
N
Contributor
3 years ago
M
Apprentice
matt.payneApprentice
posted in Freshservice

Why won't my automator Event fire ?

Setup a simple "when priority is updated from any to high/urgent, then send email"Updating the incident priority has no effect, I must be missing something, any ideas ?Thanks in advance

2
M
Apprentice
3 years ago
M
Apprentice
magnus.dellborgApprentice
posted in Freshservice

Forwarding emails from a private inbox to your support portal

This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.Anyone else having same problems? 

1
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Community Debut
3 years ago
T
Contributor
ttubbsContributor
posted in Freshservice

Incorrect Embed Value displayed in API v2 Tickets Documentation

While reviewing the documentation on how to view a ticket in API v2, there is an error in regards to the Embed options when viewing a ticket.In the Embed options table, the option for "requester" provides the incorrect include parameter and description. The value for the "include" parameter states "company" (which isn't an available option) and the description states using the value will return a list of tags (which has nothing to do with the requester).In addition to this, the Embed options table doesn't list that "tags" is a value that can be used.See the attached screenshot for what happens when you try to use "company" as the value for the "include" parameter.

2
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Community Debut
4 years ago
E
Apprentice
everfrostApprentice
posted in Freshservice

Service Catalog Icon arrangement

Is there a workaround to just open a specific category when going to Service Cataloginstead of getting all items displayed mixed up?Thanks a lot for advice

1
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Community Debut
4 years ago

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