Service Transition in Freshservice
How do you manage Service Transition in Freshservice?We want to introduce Service Transition, and ideally have a checklist of items projects need to complete prior to transition to service, then i would like to attached this transition to the Change (implementing) the application. I wondered if anyone is doing anything similar?
Create SR with Application which has multiple Modules and Roles needed
Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS
Loving the change in ticket view but Display Department Properties has dropped to the bottom
Hi @rashmi.nag -- Like the title says, I am loving the change in ticket view - righthand sidebar (with its own scroll bar) stays locked while conversations scroll by and I don’t lose sight of the ticket properties.My 1 and only concern right OOB is that my favourite marketplace app Display Department Properties has dropped right down to the bottom of that righthand sidebar.Is there a way to get it back to the top? Thanks!Bryn
How to show all Services (IT Operations) attached to a software
Hi,Is it possible to see all the Services (created inside IT Operation) that are attached to a certain software? I have created it this way: SERVICE runs on SOFTWARE But we have more than one Service covered by that software, so I’m wondering how and where I can see that. I was hoping that different Level in the relationship map will show that, but they don’t.Also I have attached various companies to that Software, in this way: SOFTWARE used by COMPANY Nowhere I can see the full picture, like the software serves different services and the software is used by those companies.My hope is to map SERVICES to SOFTWARE to COMPANYHopefully it’s somthing you guys can help me with. Thanks in advance.
Create A default Ticket View For approvers
Hello,I would like ot create a ticket view for the approvers that is their default view. I want it to show all tickets they must approve still. Then I would like a second ticket view that shows approved tickets. Lastly, how do I add this to their views but no one else's? Thank you
Freshservice - Forwarding a ticket - How many replies are sent?
Hello,According to this page (https://support.freshservice.com/en/support/solutions/articles/154961-forwarding-tickets-to-a-third-party), when forwarding a Freshservice ticket:Now, the ticket would be forwarded to the recipient from your support email address along with the latest replies.Do someone know how many replies can be sent?We had a case (ticket with a few exchanges between the Requester and the Agents involved) where the original message was not included when forwarding the latest reply via email.Thanks.
The existing Zoom Orchestration integration is based JWT (which I have yet to get working). Zoom is deprecating JWT integration in June 2023. Is there any plan to update the integration to use a method that will be supported (and works)? The new method would be Server-to-Server OAuth.Create a Server-to-Server OAuth app (zoom.us)
Small Team consolidated view
Hi,please excuse if this has already been asked - I am new to Freshservice and we are a very small team in IT, although expect to grow. I am confused about the workflow for auctioning problems over incidents and would like a single view for all outstanding issues that we need to solve, together with a calendar view of all due dates. I have searched but not obviously found an answer - anyone able to help steer me in the right direction either for functionality of workflow
Customer satisfaction is not using our custom layout
When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.
The order of ITSM process adoption
It has been very slow going on this survey but I thought people would find the initial results interesting…There’s still time to add your organization to this data too: https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewform
Authentication a webhook integration
Hi am trying to authenticate with freshservice so that I can create an integration between Podio and FreshService. I have already created my web hook in podio, now I am trying to see about authenticating to Freshservice. Is there some kind of nuget package I can install into .net that will assist me along the way?
Current ITSM Opportunities and Challenges
Here’s something I recorded with @BarclayRae at the SITS event here in the UK. I think we covered quite a lot of ground as to what service management pros should be focused on: https://www.youtube.com/watch?v=gBvA85MbYCc&ab_channel=EnterpriseDigitalPodcastBut what did we miss?
90% think that working in IT is going to get harder over the next three years
I’m closing our Wellbeing in IT survey today and an interesting quick stat from it is that close to 90% of respondents think that working in IT is going to get harder over the next three years.This is the highest it has been since we started running this survey and a significant jump from 2020 and the COVID bump in IT appreciation.What are your thoughts about how we can address this wellbeing factor?
Advanced Project Analytics
Hi! Has anyone been able to successfully implement advanced project analytics for ongoing projects? Specifically, looking to add things like CPI, SPI, etc., for the purpose of tracking how efficient a project is cost/time-wise. The only way I’ve been able to acquire this sort of data is tracking separately with a Google sheet which is less than ideal. Open to thoughts and suggestions! Thanks!
Reporting Manager drop-down duplicates user names
The reporting manager drop-down (Edit/create requester screen) duplicates names in the list when that manager has multiple email addresses.My expectation would be that there would be only one item in the list per user.Here's the manager:Here's the reporting manager field for another employee: An alternative, but less desirable solution would be to list the user name and email address in the dropdown. So the above would be listed as "Tori Parker (firstname.lastname@example.org)" and "Tori Parker (email@example.com)"As far as I know, selecting either option results in the same data in the user record
Freshservice - Purchase Order Tax Rate
Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields? Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off. We have a single tax rate for all purchases.
How can I consult through API the subtasks from a specific tasks in Freshservice
Hi guysI hope you are doing well. I kindly request your help to know how can I consult the subtasks from specific tasks in Freshservice using the respective API. I tried using the respective documentation but when I use the URL for a consult, the response is all the tasks including the subtasks from all the projects.Can you help me please?Regards
Computer CI properties clear when CI type is changed to a sub-CI type
Not sure if this also falls under a new feature, but I would classify it more as a problem report. Here's a description of my problem: I'm adding new computer assets (desktops specifically in this case) into the CMDB using the FreshService discovery agent. Some computers are either a little older or custom-built machines, so when they are imported, a particular product isn't listed (i.e. make/model) and the CI type selected is Computer. Computer properties and specs are imported correctly and the fields in the Computer section are filled out. So far, so good.. I want to go ahead and associate the asset with a specific product, so I go and create the product and give it a specific CI type of Desktop. I go back to the asset and assign it to the product. This all works great. However, I'd also like to update the CI type of the asset from Computer to Desktop, to be a little more specific. Assigning this asset to a product of the Desktop type, didn't update it for the asset. My real iss
What haunts your IT service desk?
With Halloween now just 2 weeks away, it seemed to be an appropriate time to ask about the things (related to people, process, or technology) that keep you awake at night (OK, perhaps too strong a phrase).But what are the things that currently “haunt” your IT service desk that you’d love to be rid of or addressed? Please share via a response.
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