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#WinwithMarketplace : Freshservice

12 days ago

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Employee Experience

Employee Experience

1769 Topics

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RichardRSkilled Expert

asked in Freshservice

Workflow action after Alert is set to resolved

I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀) We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo

20 days ago

maloktSkilled Expert

asked in Freshservice

User Portal - Read More/Less Toggle

In Freshservice, is there a way to force the Description field to always show the whole content, without the default set to make the user click “Read More” ? Most of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.

25 days ago

JTAVOLAROSkilled Expert

asked in Freshservice

creating new topics

has anyone experienced where their new topic submission seems to just vanish? I click on Create, and nothing happens. It’s not consistent.I was trying to post this morning, and it’s not visible. But this post went up no problem.

4 months ago

MaxEBApprentice

asked in Freshservice

FreshService and Jamf School

Hello,We must deploy freshservice for our 3000 students soon.Our establishments are digital and our students work only on ipad.These are administered and managed by jamf school version.How can we deploy the application with the URL of our preconfigured instance?We have the possibility to attach an XML file in Jamf but what to put in it?Thanks for your help

3 months ago

BrynCYDEFSkilled Expert

asked in Freshservice

Many blank rows get inserted when editing ticket description field

2 months ago

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

5 months ago

EvanWasHereApprentice

asked in Freshservice

Is there a consultant/contractor that can assist in designing our frontend/flow?

We just signed up for a demo of Freshservice but I don’t have time to configure everything. I am planning to implement it right away for IT and then growing it to include accounting/HR if approved by the partners. We are a company of about 60 employees in 6 offices around the US. I am the sole IT guy and would like to configure this to handle ticketing and inventory at all 6 offices. I would like a simple form to be created for employees to create a ticket that includes things like “best time to contact them”. I want the form easy to fill in within 30 seconds. Tickets for break/fix to go right to my queues but if an employee requests hardware, it goes into my queues as “on hold” and to an email for a manager to approve, then become active in my queues. Same thing for a request to a file share. We have Dell, HP, and Apple laptops across all the offices as well as monitors and docks. I want to be able to easily scan inventory in and have it show who it is assigned to or free at each off

10 months ago

dparishApprentice

posted in Freshservice

Ticket Category Entries Reorganize Themselves

We keep our ticket categories alphabetized. There is a bug in freshservice that if we add an additional category and save it, it puts it in whatever order it wants.In order to get it like we want it, we have to delete all of our categories out, save it, and re-paste all of the categories back in and save it again.Please fix this.

3 years ago

JoeSuarezContributor

asked in Freshservice

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.

3 years ago

m.riederContributor

posted in Freshservice

Orchestration Server – PowerShell App – Sample Usecase For Active Directory User only works on Domain Controller

I request you to add to for instructions article “Sample Usecase - Getting Custom Attributes For Active Directory User and parsing the attributes using the JSON Parser node”, the note, that ActiveDirectory cmdlets work only if the configured target server is a domain controller.I spend almost a whole day to find out the ActiveDirectory cmdlets in a PowerShell remote session only work when the target server is a Domain Controller. Also, if the ActiveDirectory Module is installed correctly on a server and the commands work locally, in a PSSession they won’t work. Please reproduce that for yourselves.Here I’m on a standard domain member server, without Domain Controller role: Commands are working locallyCommands won’t work when connecting with a RemoteSession to the localhost:Here I’m on a Domain Controller; commands are working in RemoteSession Therefore the Orchstration Powershell App needs to have a Domain Controller as target configured to make the commands work you are showing in

6 months ago

adityatawadeTop Contributor

asked in Freshservice

API issue with Priority | Postman | Freshservice

Hello,I am trying to make a ticket via Postman. As I define priority as value 4 which is Urgent in Postman. But as I create a ticket my ticket get priority as low which should happen, No workflow are working.Also I have tried in new Instance and Same Problem. I am attaching some Image for referenceCheck Priority

11 months ago

ian.mcguinnessContributor

asked in Freshservice

Webhooks change the requester

Hi,This may be a basic question but it’s just not making sense to me.I am going through the user onboarding process and trying to customise it for our company.As it stands, someone in HR initiates the request including the reporting manager (selected from the staff list). That then goes to the reporting manager to fill in details etc and submit. The process then creates the master ticket and all required sub tickets. All of the sub tickets have the original HR staff member as the requester.What i would want to do is change the sub ticket(s) requester to be the reporting manager. the master ticket can remain with HR.I was told that i could do this via webhooks. I haven’t used them before and i have looked at several articles and forum posts. I’m guessing that it is a PUT not a PATCH and I think i have the correct Callback URL “ https://COMPANY.freshservice.com/api/v2/tickets/{{ticket.original_id}} ” and i assume i will need to put in authentication (still need to work out where to ge

2 years ago

mythumbsclickSkilled Expert

asked in Freshservice

New employee service request automations - wait for manual confirmation by agent

HiNew customer of Freshservice here. I have query with regards Service Requests. I have setup a service request for new user onboarding which is backed by an workflow automation to setup the user in AD, add to security groups and do a bunch of other cool stuff. Works well. The success of this process relies on accurate information being input by the requester (HR) filling out the service request form. Is there a way that the automations are not started until a member of the IT dept checks the service request first and then ticks a box for example to confirm they are happy for automation to be kicked off?

10 months ago

JonPApprentice

asked in Freshservice

Freshservice end-user portal - Send ticket to group

Hello all,I’m sure this has been asked a million times, but I don't see anything when searching.We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?

10 months ago

lulu.yeApprentice

posted in Freshservice

embed search bar

Can I embed the search bar in my own site? I'd like to enable my clients to search both solutions and forums.Thanks!

2 years ago

Lucasj1Apprentice

asked in Freshservice

Sorted By defaults to Relevance and should be by Date Created

I see a few people have stated this same thing in the past few years but I have not seen any relevant responses as to why we can not change this. I would be curious if anyone gets “relevant” information when it is sorted by relevance as my company has to manually change it every time to Date Created. Why can it not just default to this?? The previous questions were set to ARCHIVED and i don’t see where they got a good answer to as to why this is set this way?! Thank you

10 months ago

kostaskourtidesTop Contributor

asked in Freshservice

If Boolean is False then Error

Hello, we are on Growth version. In Service Item, made a workflow where the condition compares the values of two fields and returns a Boolean. What do we have to do in order to get an error message if Boolean is False?

1 month ago

garmstrongApprentice

posted in Freshservice

is this FreshDesk feature available in FreshService?

Forwarding emails from a private inbox to your support portalOccasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the email to the agent. But when you forward existing emails from a mailbox (where this mailbox is not associated with an agent), the requester will be the mailbox and the time stamp of the ticket will be the time the email was forwarded.

7 years ago

jeffiContributor

posted in Freshservice

First Name and Last Name from SAML

I am currently testing Freshservice as a trial and was using my test account from AD to create tickets. I'm using SAML through ADFS and the only attribute that Freshservice is using from AD is the email address. I'd like to get First Name and Last name as well. I have set up claim rules in ADFS but they do not appear to be working.

7 years ago

kwebbApprentice

posted in Freshservice

Configuration String for Helpdesk URL

I'm using AirWatch as an MDM Solution to push down the Freshservice App to our users and I was curious to find the Helpdesk URL Configuration Strings/Information so I can pre-configure that so my users won't need to search/ask for it. I feel as if I just need to know the Configuration Key in the App for the Helpdesk URL so I can enter in its value.

6 months ago

tames.mctigueApprentice

posted in Freshservice

Lots of issues with the Freshservice Probe

I'm trying to use this software, but am having nothing but issues. 1. How do you delete an IP range? I can add more and edit exiting ones, but I see no way to delete one. 2. If I put an IP scan range in with VMware credentials, it fails on all the ESXi hosts. However, if I use the exact same credentials and do an individual host scan, it connects just fine. 3. When I do an individual scan on an IP, it works for the first host. Then I put in the next sequential IP, and it thinks that host is the same as the last. For instance: * Scan IP 192.168.1.5 - Detects VMware host correctly and creates server1.domain.com * Scan IP 192.168.1.6 - Detects VMware host but thinks it also is server1.domain.com when it actually is server2.domain.com This is version 1.30

6 years ago

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