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1156 Topics

G
Apprentice
GarchompedApprentice
asked in Freshservice

Do you need to manually add every user you want to be able to use SSO via Azure AD ?

Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?

5
MrLiquidBread
Contributor
1 month ago
V
Apprentice
veenuApprentice
posted in Freshservice

Custom field of Service Request in Report

Hi I want to generate a tabular report to show custom fields I have added in my Service Request.Can some one guide me with the process.

5
P
Contributor
4 months ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Freshservice

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece.  We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding.  How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list.  The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

5
Glavin Crasta
Top Contributor
10 months ago
A
Contributor
andrew.belterContributor
posted in Freshservice

Inconsistent use of solution tags in end user search

When a requester uses the search bar in the portal, solution article tags are not included in the search (only the title and article content). However, when they type in the subject line of of the new ticket form, the suggested solutions tool does search the tags (which is ideal).We've found it to be a best practice to use tags for alternative search methods such as abbreviations, common misspellings, and system names (which may not be in the solution title or article body because it is the category or folder name). This allows us to avoid having those search terms visible in the solution article.

5
J
Contributor
3 years ago
J
Contributor
john.fernandezContributor
posted in Freshservice

Freshservice Discovery Agent

So I've installed the agent on about 10 machines in the last week or so.. this morning I went to check on them in inventory to make sure they were organized appropriately and such, and it turns out not a single install is reporting.  I have only used this once in the past as a proof of concept and it worked beautifully.  Is there some special trick I may be missing?  I am using the latest available installer from my admin portal.

5
J
Contributor
4 years ago
T
Apprentice
travis.mcdadeApprentice
posted in Freshservice

Sorting by Asset Tag

When sorting by Asset Tag column in Inventory, they don't sort correctly - for example, mine goes in the following order when I sort by Asset Tag column:ASSET-1ASSET-10ASSET-100ASSET-101ASSET-102ASSET-103ASSET-104ASSET-105ASSET-106ASSET-107ASSET-108ASSET-109ASSET-11ASSET-110And ASSET-2 through ASSET-9, for example do exist

5
sanofar.allahpichai
2 years ago
D
Apprentice
dsampleyApprentice
posted in Freshservice

Updating existing ticket by sending email

I am trying to update an existing ticket by sending an email I received from someone else related to the ticket.  I have placed (#INC-3) in the subject line of the email.  However, I keep getting a new ticket instead of adding to the existing ticket.Can someone explain what I am doing wrong?Thanks

5
rajagopal.baladhandayutham
2 years ago
I
Apprentice
info_16643Apprentice
posted in Freshservice

Forwarding email from agent mailbox to support mailbox

Dear all, As discribed here: https://support.freshservice.com/support/discussions/topics/304051 ... agents should be able to forward messages directed at their personal adresses to the support address while preserving the original sender's address. In this discussion is stated that it isn't working when using Outlook, because Outlook supposedly is stripping the originating mailaddress form the headers.  Outlook isn't, it preserves the originating mailaddress. I could send you some screenshots, but will not post them here for privacy reasons.  I would like very much this feature to work, because users will keep sending to agent's addresses, how many times you ask them not to (as do others, because this question is popping up every once and a while in the forums). By my own experience, this feature is a working feature within Zendesk, so technically it should be possible. Kind regards, Marco Visser

5
C
Community Debut
2 years ago
J
Apprentice
jberryApprentice
posted in Freshservice

MS Intune Integration With Freshservice

Looking for any feedback on the MS Intune Integration With Freshservice good/bad?Thanks!

5
Glavin Crasta
Top Contributor
9 months ago
A
Apprentice
aspeyerApprentice
posted in Freshservice

Convert requester to agent

I have two requesters in a different department that I wish to make agents. Since their email addresses are already in use, I can't merely add them as new agents. Any ideas?

5
T
Community Debut
4 years ago
largeseashells
Apprentice
largeseashellsApprentice
asked in Freshservice

need example of a json body to create change with planning_fields

Hello,I've been working on some integrations between freshworks and azuredevops pipelines using the freshworks api v2, but I 'm getting errors everytime time I pass a planning_fields item.Couldn't find info in the documentation regarding updating these, could anybody send me an example of a json body to pass in the request to create a change request wich includes planning_fields values?Thanks,Orlando

5
largeseashells
Apprentice
10 months ago
M
Apprentice
marknelson.soneticsApprentice
posted in Freshservice

Ticket Properties - Category - Sub-Categories

Under the sprout plan, is there a way that I can add selection values to the Category - Sub-Categories section of a ticket properties?I've searched around on the Solutions and Forums as well as in the Admin panel and I'm not seeing any area where I can modify the Sub-Category of Software from the default selections of : MS Office, Adobe Reader, Windows & Chrome.

5
A
Community Debut
1 year ago
A
Contributor
a.shafiContributor
posted in Freshservice

Portal customization

I want to hide "service requests"  from the portal from certain type of customers, how can i do that?

5
A
Contributor
4 years ago
S
Apprentice
smoutcApprentice
asked in Freshservice

Creating multiple tickets from a single service request

We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups.  We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request.   Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets.  (There

5
S
Apprentice
7 months ago
R
Contributor
rce_waContributor
asked in Freshservice

API for getting Change Activities

I’m looking for an API - similar to the /tickets/[id]/activities that would return the activities for a change.  Is there one available?

5
hemanth.ramya
8 months ago
H
Apprentice
h.cheeseApprentice
posted in Freshservice

Update Button Position

Most of our agents are finding it frustrating that one of the ticket update buttons has been moved from the bottom of the ticket properties pane.  It means scrolling back up to the top every time you make a change lower than half way.  If you use the mouse wheel there is a real danger of changing drop down selections etc.  There are now two update buttons very close to each other which seems superfluous. Thanks

5
G
Community Debut
2 years ago
R
Apprentice
ryan.elliottApprentice
posted in Freshservice

Priorty increase from low to medium

I'm looking for a way that I can set a ticket rule using the ticket Automator.I want a rule that will increase a ticket from low to medium if the ticket has been left open for 3 or more days. I could not find a way to do this and wondered if anyone has done anything similar?

5
rajagopal.baladhandayutham
2 years ago
vishal.abraham
Skilled Expert
vishal.abrahamSkilled Expert
asked in Freshservice

Cloud Discovery - Azure, AWS resources

Hey everyone, we’re looking to bolster our CMDB by providing discovery into your Cloud infrastructure. We’re starting off by supporting discovery on AWS and Azure and will add more providers incrementally. I’d love to connect with anybody who would be interested in this feature. 

5
vishal.abraham
Skilled Expert
8 months ago
averma
Apprentice
avermaApprentice
asked in Freshteam

Freshteam Integrations with Slack - Feature request

Hi, are you guys planning to integrate freshteam with slack any sooner? Let me know if it’s already done or in progress.It will help us a lot, if we could directly push the tasks to the hiring manager via slack  

5
anna.us
Contributor
4 months 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
2 years ago
S
Apprentice
sdietzApprentice
posted in Freshservice

Portal Homepage Customization

Hello,Is it possible to customize the homepage/landing page of the service desk?I find an old forum thread where it looks like a lot more customization was available in the past:https://support.freshservice.com/support/discussions/topics/308039Thanks!

5
E
Apprentice
3 years ago
M
Contributor
martin.jContributor
posted in Freshservice

Multi Agent Group Tickets

We are adding more and more other departments to our Freshservice platform, such as HR and Payroll.Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on.In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group?ORIs it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be resol

5
M
Contributor
1 year ago
HEMAL SHAH
Apprentice
HEMAL SHAHApprentice
posted in Freshservice

How to migrate Tickets from ManageEngine Servicedesk to Freshservice?

Hello Team,Can any one guide me with step by step procedure for migration of tickets from ManageEngine ServiceDesk to Freshservice without any third party tool?Your solutions will be highly appreciated.Thanks in advance.HEMAL SHAH

5
rajagopal.baladhandayutham
4 months ago
I
Contributor
it_14069Contributor
posted in Freshservice

Knowledgebase embedded pictures scaled too much

Hi, this is more of an issue rather than a feature request, simply because it's inconsistent for admins and end users. If you embed a fairly large picture, for example a screenshot into a knowledgebase article, the picture get scaled so much it's unreadable on the portal for end users. The picture appears fine on servicedesk for the admin who embeds it. Either the picture needs to be full resolution, or they need to be clickable where it expands to a less scaled or full resolution version of the image.

5
K
Contributor
4 years ago
C
Apprentice
crob568Apprentice
asked in Freshservice

Alert Profile for Meraki Dashboard API/Webhook

I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!

5
Rostons
Community Debut
2 months ago

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