Auto Expand 'Notes' when Loading Changes
When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks
Change module seems buggy
To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.
Ticket Status and Title Carried Over When Splitting Tickets
Seems that the Status and Title of the original ticket is carried over into the new ticket. That's a bug. You would expect that splitting a response into a new ticket, would allow you to edit the title before actually creating the ticket and set the status as open by default.
Asset Report Bugs
Unable to get any help from Freshservice on this, maybe the community can help. I create a custom report for Assets to filter by Company (running in MSP mode). Realize some things are incorrect so I need to update them. Save and Regenerate report again and the chart still shows old data but the tabular data is accurate. A chat support person tried to tell me custom report data only gets updated every 4 hours and yet my tabular data is up to date to the minute. Makes no sense. Is there any way to clear out cache or similar to get chart to update? Report exhibits same incorrect data when exported to PDF as well. Unfortunately no way to hide the chart completely. Also, in order to make my report actually usable I need fields like Serial Number, Warranty Start/End date but can't figure out how to add them to the report. Has anyone figured this out? The "add column" drop down says you can add up to 30 columns but it only provides a total of 17 columns to add, how do we add the others? If
How to customize the Service Catalog based on User Groups
Hello Everyone, Customizing the UI of your end user portal takes you a step closer to better customer satisfaction scores. Imagine the frustration users go through when they see a product in the Service Catalog and place a request, only to find out later that they're not eligible for it. Don't even get us started on the amount of time it wastes. Any Idea , Suggestions would be appreciated, Thanks, I didn't find the right solution from the internet. References:https://support.freshservice.com/support/solutions/articles/200987-how-to-customize-the-service-catalog-based-on-user-groups installation video
Update CC over API
Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "firstname.lastname@example.org,email@example.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?
Hi I was wondering if it is just me or if anyone else is experiencing the same issue. I followed the instructions from this post: https://support.freshdesk.com/support/discussions/topics/295406 However I am just left with word ‘Teamviwer’ on the ticket screen, and no actual widget itself. Am not sure what I am missing, are you able to provide any assistance? Kind Regards
Paste from word, web, outlook etc brings junk characters
All of our agents are having issues when copying from almost any source (Word, excel, web, outlook etc), when pasting to freshservice it brings some junk characters to the Freshservice editor. Pasting the same content from clipboard to anywhere else outside Freshservice is fine. Does anyone else facing same issue?
Looking to Sign Up, Should I Be Concerned?
Hi there, I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck. What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"? Thanks in advance for any feedback, looking to try and make a decision in the next week or
How do you forward tickets to 3rd party?
Hi, When I forward tickets to 3rd party Service Desk solutions they will log the forwarded ticket as an email but change the subject line. This is creating a massive headache as the reply will then open another ticket in Freshservice. I am wondering how other customers work around this? Thanks Keith
Cannot paste into FreshService using Firefox 55.0.3 (32-bit)
Received reports that agents using Firefox can not copy and paste text anywhere into FreshService. After some testing we were able to replicate when using Firefox version 55.0.3. Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied. This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.
Used by field on Assets module not saving
Hello, We are trying freshservice but whenever we add/edit an asset and try to assign someone on the "Used by" field is never saved. Is there anything we need to do in order to save this field? Reference article: https://support.freshservice.com/support/solutions/articles/164415-assigning-assets-to-different-users-and-departments
Several problems with the Active Directory Probe
Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.
Fuzzy Service Catalog Item Images
We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?
Bring back deleted asset
I was testing the Agent install on 2 machines prior to implementing the GPO push of the Agents. When I was ready to deploy the Agent via GPO, I deleted the 2 machines from inventory, hoping they would check back in later. For whatever reason the 2 machines now will not check in at all, even if I manually install the Agent on them. My guess is that there is some soft delete going on that prevents them from re-checking in, but I could be wrong. Is there a way to un-delete, or force these machines to check back in? Thank you.
API - Filtered Ticket List
Hi, Using the api and trying to get a list of tickets that have been updated since I last ran the api. I have tried creating a view in the FreshService application which applies the filter and sorts descending on updated date. Then Using the api "https://[domain].freshservice.com/helpdesk/tickets/view/[view_id]?format=json" however this seems to return the same as the api for all tickets. It's like the view is not found or recognised. I have assumed that [view_id] is the name of the view in FreshService. are there any other approaches to get the tickets modified since a date or at lease a list of tickets in descending order of date modified without needing to traverse the entire list. Any assistance appreciated. thanks
Dispatch'r not working with Service Request (Ticket)
Hello, we are currently trying to auto-create a change using a sevice request. (by the way this would be a nice build in funktion) Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag. The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket) any suggestions. For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)
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!
API call for Dashboard snapshot-type data?
I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data. For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals: 1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned. (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?
Adding New Employees to Building Security System?
Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?
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