Last month I shared some stats about the link between ITSM and digital transformation success: It didn’t get any traction but I thought it worth “banging on” about the link between ITSM and DX again. IMO it’s a missed opportunity for IT organizations to further show their business value. What do you think? And what are you doing? Please let me an others know via a response.
I see there’s no way to have custom fields for Locations, so what’s the best practice for showing what systems are running at different locations. E.g. 100 sites run SystemA, 50 sites run SystemB, 50 sites run SystemC. We have 2000 users across all these sites. So, if I build all 200 sites as locations, do I have to build 100 of the same exact software asset in the Inventory object and then assign all 100 to an individual site? That feels extremely inefficient so I have to be missing something somewhere. There has to be a way to build a single asset, assign it to multiple locations, and then assign users to those locations (Right?? Someone please say “yes!”).
I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed. Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily?
Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?
Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.
What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!
One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)
Often we don’t know that what we do is different or even special. It made me wonder what other IT service desks might be doing that others should adopt too (or at least consider whether it would help their operations).So, what is your IT service desk’s differentiator, USP, or simply a little piece of genius that makes things better? It could be multiple things and don’t worry if it’s not unique, it still might be something that others would love to be doing/using too.Please share as a response. Thanks.
Next week brings the first physical Service Desk and IT Support Show since 2019. It’s in London on the 11th and 12th May: https://www.servicedeskshow.com/If you’re there and want to meet up or to be introduced to some of the ITSM industry authorities that will be in attendance, please let me know either here or via a message.It should be a fun and informative two days (but attend as little or as much of this free ITSM event as you wish).
Dear Community,I am trying to synchronize Intune with Freshservice. Sync went well and all assets are visible but I can not get the warranty dates sync into the asset. To make it happen we have to match during Intune assets import, the field "manufacturer". But it stays empty during sync. If Manufacturer is empty, the DELL module cannot do the match and then capture warranty date.I am using Intune App on the market place Any advice?Thanks,Sara
Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.
The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)
Hi Team, I am calling REST API place_request to create SR. Here I have a field which accepts user id. Here in portals we have 11 digit requester ID which fails in json as we have limit of 2147483647. Also this field only accepts integer and does not work with string. Thanks!
I need to find our average response times for each ticket. Currently, I have average and first response times for our Agents but not for our Requesters. My question: Is there any API that I can use which gets requester response times for each ticket? or can I get every reply time within each ticket?
I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.
We are using the Alert Management Feature. It works well.However, when an alert is generated and an incident ticket is created we want automation e.g. A workflow runs upon ticket creation. This works fine.The problem is that when a ticket is updated or resolved, the workflow automation does not run.I have a case logged for several weeks on it, want to see if anyone has any workarounds.At first I was told this was a bug. Then no its not a bug, its the way its designed.But what is the point of automation, if workflows trigger only on ticket creation, but not updates or resolution?
You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :)
Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!
I’m just writing something on the main bodies of ITSM best practice guidance - to highlight that while ITIL is the most popular guidance globally there are alternatives.I’m including COBIT, FitSM, ISO/IEC 20000, IT4IT, and VeriSM but it wouldn’t surprise me if some of these are “unknowns” still.So what do you currently use and what have you previously tried but moved on from? Please share via a response :)(I totally appreciate that there are other guidance sources but when writing 1600-2000 words one has to draw a line somewhere.)
I found some bugs in Freshservice’s “Microsoft Active Directory – Orch” app. 1. I found the account creation PowerShell Script isn’t sanitizing the -AccountPassword flag’s ConvertTo-SecureString value, so you’ll get the following errors if the password contains some special characters.New-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString goo)Club19 -AsPlainText -Force) for example will generate error:Unexpected token ')' in expression or statement.OrNew-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString eUU9&k=wK -AsPlainText -Force) will generate:The ampersand (&) character is not allowed. The & operator is reserved for future use; wrap an ampersand in double quotation marks ("&") to pass it as part of a string.ConvertTo-SecureString’s value needs to be in quotations to successfully run, or the value should be a variable.https://docs.microsoft.com/en-us/powershell/module/microsoft.powershell.security/convertto-securestring?view=powe
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