How many assets do I have left?
Can I see how many assets I have left?I am adding software to the CMDB and users are being allocated as assets using the CI. Due to the FreshService plan we are using our asset count is limited, so I need to make a judgement call on how far I can go with keeping track of how many computers/laptops are in the CMDB, what software is on them. Also, does software count against asset availability according to which plan we're using?
Track Meraki Licenses in CMDB
Do you, and if so, how?Here's what I came up with:* Create an Access Point CI for each device (e.g. MR24), recording its serial number* Create a Software CI (I created sub category called "Cloud Application") for each cloud controller license, recording the license key and acquisition date* Create a Software License Contract recording the adjusted coterminous expiry date, total license spend and license countNow, add each Software CI to the contract as a covered asset.Attach each software license to the access point it covers (I used a "Managed By" relationship).Maybe I'm overthinking it, but curious if anyone has a better way to track these. I suppose you could track the APs as leased hardware, but that's not quite how Meraki works.
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?
Blank Dashboard Screen
Okay so my problem is that after logging in as an Agent, the Dashboard is blank (as displayed in the Attached picture). Refreshing the page or going to a different tab and clicking Dashboard again, still displays a blank dashboard.However, if I click the "View All" link in the right side pane under " New Announcement", then click the page back button in Microsoft Edge, the Dashboard loads just Fine.This only happens in Microsoft Edge Browser and works fine in Mozilla and IE.
We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.
FRESH SERVICE PROBE FOR ESX Fails authenication
I can SSH into the server w/ root + creds. I put those same things into a device scan and nothing. The port 22 firewall is open in/out on the ESXi box. This is VERY important because it carries all the actual hardware details, instead of a hypervisor "hardware" scan.Please advise. Google has nothing and if this product wants to be taken seriously it needs to be able to scan
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.
"Incorrect domain name" error in iOS app
Hi there,I've been trying to login to Freshservice via the iOS app, but i keep getting an alert dialog with the message "incorrect domain name". I've tried inputting "subdomain.freshservice.com" (without quotes) as the Helpdesk URL. Is there something else I should be using? I've tried variants with "https://" as well.I'm on iOS 9 on an iPhone 6.Thanks!
Email Notification to Customer (on Ticket Creation)
We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.Can you please help us out?
API - Tickets - Tags
As per the AP section - Ticket:"This section lists all API that can be used to create, edit or otherwise manipulate tickets. If you wish to create Tags to better identify tickets, this section also lists the APIs for creating and manipulating those tags."Missing is any mention of tags for anything other than the Solutions Articles but notably missing is ticket tags.
Issue with Probe and its agents
Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?
First Response Clock
I threw this out as a ticket, but wanted to see if anyone has asked similar questions, get more thoughts. Thanks!I need to know precisely what events start and stop the clock used to calculate the "AVERAGE FIRST RESPONSE TIME (IN HRS)" metric.For example, the "Group at a glance" report includes the metric "AVERAGE FIRST RESPONSE TIME (IN HRS)."I need to know, exactly and specifically, which events trigger that timer and end it. I could assume that the response time is calculated by the difference in the ticket's creation time until the first response is made.However - I don't know if the system is smart enough to account for business hours.For example: Our business hours are 830am-530pm EST.If a ticket is created at 0001, and responded to at 0832, is that a 1 minute response time, because the system is accounting for business hours? OR - is that an 8 hour and 31 minute response time, because business hours are not accounted for?Also - Does the first response clock stop when:a reply is
After Hours Support
We are looking for a way to manage tickets that come in after hours or weekends.I wanted to see what others are doing to notify on call staff of tickets.One of my requirements is that it does not alert everyone, just the on call team, and that the alert is only generated off hours. I.E - I don't want to get an alert every time a ticket is created M-F between 8am -6pm.
Integration with Wordpress
Hello All; I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer
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